BMW of Ridgefield

To whom it may concern,
 
To reply to the updated note Mr. [redacted] sent in regards to this complaint, we stand behind our original response.
 
Best Regards,
 
[redacted]
Marketing & Communications | [redacted] of [redacted]
Office [redacted]
 
Center of Excellence Winner – 2015, 2014, 2013 & 2012

Hello and Good Morning Revdex.com,
 
The client appears to have retained an attorney. We can not
answer any questions regarding this complaint at this time.
 
Thank you.

Dear Revdex.com,
 
The [redacted] Manager and Service Manager called Mr. [redacted] together on Friday 12/12/2014, and started
a conversation. Mr. [redacted] asked if he could call us back between 5pm-6pm. The Service Manager
called Mr. [redacted] and left a cell phone voicemail message, at 3:21pm on 12/15/2014 for follow up.
BMW of Ridgefield is eager to finish the conversation with Mr. [redacted] from Friday 12/12/2014.
Thank you.
 
[redacted]

To whom it may concern,
 
size="3">Mr. [redacted] test drove the Certified Pre-Owned [redacted] prior to his purchase, and then spent about an hour at delivery with the vehicle.  When he notified us of his concerns, we quickly addressed his perceived smell issues with the car. After detailed diagnosis of the car, our technician and Shop Foreman could find nothing wrong with the engine or the sound of the engine.  For comparison, other vehicles were brought to Mr. [redacted] so he could hear their engine sound and he confirmed they all sound the same.  To date, the smell has been eliminated and based on multiple test drives and no faults present in the computer data; there is no indication of any malfunction with Mr. [redacted] car.
When Mr. [redacted] made us aware of his dissatisfaction with our diagnosis, we offered to have [redacted] of North America’s technical service expert evaluate the vehicle, and even offered to replace the vehicle with a CPO of equal value.  During a meeting with Mr. [redacted], he agreed that since the sound of the engine in all [redacted] models is the same, it made sense for Mr. [redacted] to replace the vehicle with a [redacted] model. He was aware of the increased cost and was made aware of all the financial data prior to picking up his replacement vehicle.  On delivery day, Mr. [redacted] decided the financial aspect of replacing his current car did not make sense.
We will continue to work with Mr. [redacted] to find a solution that is satisfactory, but we strongly stand behind our CPO process, our sales and service efforts to date to address his concerns, and our transparent efforts to help satisfy each of our customers to the best of our abilities.
 
Please reach out to me with any questions you might have in regards to this matter.
 
Best Regards,
 
[redacted]
Marketing & Communications | [redacted] of [redacted]
Office [redacted]
 
Center of Excellence Winner – 2015, 2014, 2013 & 2012

Review: bought [redacted] oct 28 2014 got home parts were missing from car on the way home car started to drive different took it to [redacted] shop to get it inspected they told me that the right diff seal is leaking vac pump seal is leaking and my control arms bushing is crack call the to make a app a week later I took the car in the fix none of the problem they however replace the missing air duct for the braking system so when I call the make the app they told me a brake flush was due and the car had a tail light recall should all the be done before selling a car the sale guy told me I have nothing to worry about the car is in perpect condition and they inspected it but now I dont trust them at all and the car is still not fix. I have 60 days warranty im really unhappy I didnt even get to sit down with an adviser to tell the the problem I would call and leave voice mail no return 2 days later

Business

Response:

Hello Revdex.com, We have viewed the 2008 [redacted] # [redacted] on our lift with Mr. [redacted] present. The missing air duct has been installed during a previously visit. The brake flush and recall have already been performed as well.The engine was making a growling noise which has been diagnosed as being the water pump, which we are replacing currently. Mr. [redacted] and I have also inspected the thrust arm bushings which are showing signs of minor cracking which are not failed. The right rear axle seal was not leaking during our inspection with Mr. [redacted]. We will road test with Mr. [redacted] when the vehicle is completed.Thank you. [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response, because: Mr. [redacted] and I and or any other techs have not taken a test drive with me till this day.. As far as the bushings Mr [redacted] has stated that the bushings are cracked and they will not replace them. it can get worse in a matter of months and I will be dealing with a heavy bill then. They have had my car for over two weeks since I have owned the car. I have a 60 day warranty on the car from the dealer which two weeks is lost to them keeping my car longer then the repaired time. Since I have owned the car its been nothing but trouble. Most of the mileage I put on the car was from back and fort to the dealer which I bought the car because of low mileage. Every time I have taken the car to the dealer, I get it back with some other problem. The last time I took the car to them I got it back with a long scratch on the driver door Mr. [redacted] told me it didn't happen there. He ask me to send him a picture of the scratch. I did and by him looking at my picture he told me that it could have not happened here. This time I got the car back on Saturday 12/6/2014 my front halo driver side light is not working,I tried that day to show them but when picked the car up neither the adviser or management are not available. it seems to me they don't inspect the cars at all before letting someone drive away with a safety issue. I've been trying to call the service dept all day but now feel as if they are trying to avoid me until warranty is done. on 12/08/2014 I got no answer. At this point I feel as if I bought a car that is going to cost me a lot in service issues and when I bought from BMW of ridge-field I was told by [redacted] that this car was up to date on all paper work and any recalls and services due. which I have now had to do my own research by bringing it to a reputable [redacted] service center and found all these things wrong and now I have to beg to get these things done which should have been caught at the time of the sale when inspected as I was told by [redacted]. I now will have to go to [redacted] and make a formal complaint against the dealer and see if they can help me more. this dealer should buy back this car from me as the car nearly spent a quarter of its life in my ownership in the dealer for service. and yet still not completed till this date. they had me wait 2 hours for a loaner vehicle when I was told to come down to take care or these request. and still nothing got resolved. I spent 300 on two inspections on the car to show the dealer what was wrong and they are still avoiding me and telling me nothing of issue.

Sincerely,

Business

Response:

Dear Revdex.com, The [redacted] Manager and Service Manager called Mr. [redacted] together on Friday 12/12/2014, and started a conversation. Mr. [redacted] asked if he could call us back between 5pm-6pm. The Service Manager called Mr. [redacted] and left a cell phone voicemail message, at 3:21pm on 12/15/2014 for follow up. BMW of Ridgefield is eager to finish the conversation with Mr. [redacted] from Friday 12/12/2014.Thank you. [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:hey [redacted] did you forgot the part where I call u back yesterday and u said u can't help me anymore just like when you said u didn't had to replace the water pump and u told me it was gonna go bad and u replace it. Well just like the trust arm bushing it can go bad in a week or a month my point is you guys know the bushings are bad and you guys are still not replacing them I'm so not happy with you guys over at ridge field bmw your sale guy [redacted] is a liar he told me the car is perfect but was not at all inspected you guys could not even give me and inspection sheet that you guys did on the car what about the scratch on my driver side door that happen at BMW of Richfield you guys told me The engine when I was change but was not until I brought it to your attention two weeks of my warranty got thrown away be cause the car was sitting at BMW of ridge field I will take farther action to [redacted] and see if they can help me.like I said I thought the car because of low mileage most of the miles on the car was put on by driving to bmw of ridge field The only thing you guys did to the car was the air duct for the brakes on top of that you guys scratch my door and saying it wasn't you thanks for everything [redacted]!

Sincerely,

Business

Response:

Dear Revdex.com, We have tried to satisfy this complaint. The client feels the thrust arm bushings need to be changed. The condition of the thrust arm bushingsare consistent with that of a six year old vehicle. The client stated he will purse other channels at this time. Our apologies that we could finda mutual resolution with the client.

Review: I had purchased a 2000 [redacted] form BMW of ridgefield. they had informed us of some minor issues with the muffler and the turn signals. they did a sixteen point inspection on the car that said that the transmission and other parts of the car were manically sound. There was a signature of the mechanic on the line saying that it was safe to drive. after driving the car for a week I had some problems with the transmission, it wasn't shifting 100% of the time. so I brought it to my mechanic. first he checked the oil and found literally pieces of metal in the transmission fluid. I then contact BMW of ridgefield and dealt with a sales representative [redacted]. He told us they were very sorry about what happened and they would try to make everything right. He told us that they would try to make an exchange for a different car of equal value and if they could not find a suitable car then they would refund the money for the car. after looking through a small list of cars they had for exchange which were nothing like the [redacted], they were all large cars like [redacted] and [redacted]. yesterday on august 20th I went to the BMW dealership to collect the refunded money. they said that they told us of these problem and showed us the same 16 point inspections sheet but the signature of the mechanic was crossed out and signed below one the line saying it was not safe to drive. when we asked for a copy of the sheet they refused. we had it in our hand and they said they would call the cops if we left with it or a copy. they now refuse to give us anything in return for the car and it is "our problem now" and they threw the car keys at me.

Product_Or_Service: 2000 [redacted]Desired Settlement: We would only like to get the $4300 back for the car as it was already agreed upon.

Business

Response:

Contact Name and Title: [redacted]

Contact Phone: [redacted]

Contact Email: [redacted]@b[redacted].com

To whom it may concern,

I have been in contact with Mr. [redacted] and we are currently working towards a resolution.

Sincerely,

BMW of Ridgefield

Consumer

Response:

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

they are refusing to give us our money back after they used deceptive practices to sell us a car which needs a new transmission.

Review: I looked at a used 2010 [redacted]3 with salesman [redacted]. On the test drive I told him that I wanted to look at the car, gather info, & come back that evening with my husband. At the dealership I was told to leave a deposit & when I began to protest I was told it was refundable. Figuring I had nothing to lose & not wanting the car to be sold before I returned that evening, I put down a $500 deposit. We then discussed prices & my trade in. All of this was put into a document & I was asked to sign it. What I thought was a pre-agreement was so much more. The document in question was covered with tiny print & some of it applied to my situation while other parts of it did not. I looked over the handwritten parts & didn't see anything out of the ordinary, so I signed it. Turns out there were other parts that were typed in beforehand that were very important, such as the $499 retail conveyance fee, & the words "no refund of deposit". There was also very tiny print saying that the back of the document is part of the agreement. I didn't notice any of this until I had scrutinized the documents at home 4 times! I have since been to other dealers and have seen paperwork that is much more straightforward, forthcoming, & without confusion (or tiny print). After meeting with the finance person he told me the car was ready & I could pick it up tomorrow! Had I just bought a $13000 car without even knowing it? At first I went along & agreed to come & pick it up, but after having time to think I realized that I had been taken advantage of. I called [redacted] & wanted the freedom to continue shopping (I didn't want to regret my purchase) & he put the pressure on, telling me the car was already registered & insured in my name. Then he passed me on to his supervisor [redacted]. I wanted to document everything from this point on so I requested email correspondence, but [redacted] refused to comply. Three weeks later they have pocketed my money, with the law on their side, & I'm out $500. And without a vehicle. At Christmastime. Sigh.Desired Settlement: I would like a refund of my $500 deposit which was taken under false pretenses.

Business

Response:

To whom it may concern,

Miss [redacted] was given a full refund this past Saturday, January 4th, 2014. The refund was delayed because we do not keep our clients entire credit card information on file, and Miss [redacted] was unresponsive to our multiple attempts to contact her to discuss the refund process. We pride ourselves on our very transparent business practices and are very disappointed that our online reputation was damaged so easily by 1.) statements that are a complete misrepresentation of the facts and 2.) someone who simply decided to turn off their communication with us.

While Miss [redacted] was here for the refund we each discussed our positions and were able to resolve the matter including a retraction of her posts on [redacted] and [redacted].

If there is any other information needed from the Revdex.com to consider this matter resolved/closed, please contact me directly at either phone number listed below.

Respectfully,

CPO Manager / BMW of Ridgefield

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

From: [redacted]

Sent: Tuesday, January 07, 2014 7:59 PM

To: [redacted]

Subject: complaint #[redacted]

I was contacted by BMW of Ridgefield the day this complaint was sent to them. [redacted] offered to refund my deposit in full. I also posted 2 negative reviews online. He was especially concerned with his reviews on [redacted] and has been calling asking me to retract that review. I received the money in my account today so I consider this complaint resolved. I credit the power of the internet for my happy ending.

-- [redacted]

Review: Scheduled appt. to service my car, which involved a warranty covered recall, and aggressive service advisor told me I needed $600.00 of work on my car

I was told that my prior service which had occurred only a month earlier at the [redacted] dealership was at fault for not doing the service. I was also told that BMW Ridgefield would discount the service down to 500.00 to "help me out". The advisor's name was [redacted]. I asked to speak to the service manager, ([redacted]). He told me he would reach out to BMW, to see what they could do. I was told I would hear back by e-mail that afternoon. (date of service: August 13, 2013 ). I told them only to do the warranty work until this issue was resolved. At 3:00, I called them to find out the status of my car and was told the warranty work was done, but they were still "waiting to hear from BMW". I was told to keep the loaner car I received overnight, and they would call me in the a.m. I refused, knowing the loaner car contract clearly stated it needed to be brought back by 6:00. I told them to have my car ready within 5 minutes. I picked it up, (wondering if in fact they actually even did the warranty repair), and was told they would call as soon as they heard back from BMW. I have heard nothing, and it is quite obvious to me that this was a complete scam, and in fact my car did not need that service. I find it disturbing that they also blamed another BMW dealership for not doing the work. Desired Settlement: I want a response from [redacted]- they claim my car needs $ 600.00 worth of service, and they claim they were reaching out to [redacted] to have the work covered, even though the warranty has expired by a month.

Business

Response:

Business Response /* (1000, 5, 2013/08/28) */

Dear Revdex.com,

We have received authorization to proceed with the recommended services for this client. This is not a scam as the client stated. This was an oversight made by another [redacted] dealership. We have proper and the correct documentation to support their oversight. [redacted] will honor the following services: Brake Fluid Flush, Vehicle Check, Micro Filter Replacement and Standard Scope as a one-time goodwill gesture due to the previous dealerships oversight.

The client can call us to schedule an appointment

by 9/16/13.

Thank you.

Consumer Response /* (3000, 7, 2013/09/03) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I have absolutely no faith that Ridgefield BMW will actually perform the service that they stated in their response. I have never heard from them since the day my car was in for service, after they told me they would be in touch the next day to let me know that [redacted] would authorize them to do this supposed 600.00 service for free since the warranty had recently expired. In fact, I have absolutely no confidence in the [redacted] service center since Ridgefield is placing blame on them. This has put me in an uncomfortable position because I am now concerned that my [redacted] has never been properly serviced, and is no longer safe. At this point I feel I have no recourse other than to take my concerns to the corporate level of [redacted]. I am utterly outraged at the practices and poor service I have received, it is not acceptable.

Review: I purchased a Certified Per Owned [redacted], the day I picked up the car it was just before the dealership closed and as I was driving it home I noticed an Awful smell in the car and when the heat was on it got stronger and stronger, I called the salesman that night on his cell phone and explained the issue to him, he told me to bring it in and they would need to have it for 24 hours to get the smell out and would give me a loaner car. after they had it for almost 2 days I picked up the car and the smell was overpowered by whatever chemical they used and I could not tell if the smell was gone until later that night it came back, I again called right away and they told me that they would take it in again and take care of it, this time they had the car for almost 3 days, when I got the car back again it was a strong chemical smell and after it wore off the smell was still there. (car still has a bad smell)

The second problem was the car had a very Loud noise from the engine that was a knocking noise and would get louder and louder as the day went on, I had 2 people ask me if my car was a Diesel it was so bad, I could feel the steering wheel shaking and felt the vibration in the floor boards. When I brought it in the top service technician ([redacted]) he came out front to listen to my car and in about 10 seconds he said that is normal did not pop the hood or get into the car and there was a loud traffic noise from the busy road. I asked him what I needed to do and he said there is nothing I can do because it was normal. I told them that I would have to bring it to someone else because I knew it was not normal and a few people who are mechanics one of which worked at a [redacted] dealership for 16 years before going into his own business told me it was not right to have that sort of vibration when you can see the engine itself moving, and the car stalled 2 times then he said they can take the car for a 24 hour test drive and see if there was an issue so I agreed and again they put me in a loaner car for almost 2 days, when I returned they told me that there was nothing wrong with the car so there is nothing they can do, I got in my car to leave and the gas light was on because they drove it and left it on empty, wasn’t sure I could make it to the gas station.

I then called my salesman [redacted] and the Certified Per Owned Manager ** and told them I was not happy with this car with the Awful smell and the engine noise, and the car stalling while driving. I told them that all I wanted was what I bought nothing more nothing less, ** told me that they could do that but that I would lose money on my car and the new car would be more money, so I explained I have not even drove the car because it has been in their shop more than I had it, so how could I lose money and have to pay more, and just my time I had to take out of my day from work was costing me money, I was so stressed out over this I could not eat right or sleep right, and they were still trying to get another sale out of me, making more on the car I had already bought, I was not happy with that and told him that I was not happy and he said that there was nothing he could do.

I then called the General Manager [redacted] and left him a voice mail of my problems and explained to him I was not happy, he then had ** call me to set up a meeting to discuss, I went in and explained to them that I do not want to pay any more money or any less money I just want the car I bought, they still would not admit that there was an issue with the noise or the smell, so they tell me that they were going to put me in a [redacted] which is a step up from my car and that the payment would be just a few dollars more, at this point I wanted to get out of this car because of all the issues and was so stressed out that I told them ok and I would look at the car, now I never asked for a [redacted] they were the ones who put it out there and said it was a great deal, so I drove the car and told them that I liked the car but it was not the color that I wanted and that was very important to me, they tried to pressure me into it and told me to think about it and call them the next day on what I wanted to do, I called them and explained to them that I did not want that car because it was not a color I liked and they again tried to push it on me, I again told them I just want the car I bought the [redacted] in black with around the same miles and same options with no increase in payment. they told me that I would need to wait for one to come in and that it may be a few days. I waited a few days and could not deal with the smell and the noise of the car which I was not sure if it would stall again while I was driving it so I called the salesman and he said they did in fact get a black [redacted] in and that it was still a few more dollars which again I agreed to because I needed to get out of this car not knowing if it was safe and having to deal with the smell.

The next day I was going on vacation and told them I would pick up the car on Monday more than a week later to pick up the car so they could go through the car get it ready and have everything ready to go for me, they told me that if there were any issues with the financing that they would email and call me before I got back. I did not get any calls or emails from them so I assumed that everything was good and that they were going to be ready.

I get to [redacted] Of [redacted] on Monday with all my belongings packed in a bag so that I could move into the car quickly because I had an appointment for the car to get tinted in which the guy rearranged time for me, I had just got back from vacation and was very busy catching up with everything and was looking forward to signing the papers and getting on with my life as normal before the purchase of this [redacted]. I go over to the salesman and also see the CPO manager and they are acting like they do not know what I am doing there and then proceed to tell me that they will arrange to have the car ready for me another day and I was so upset at this point because it was made clear that they would have everything ready for Monday pick up and if there were any issues they would contact me which they never did, again taking time out of my work day I got there at 3:00pm the time I had an appointment for and they were not ready, so they rush to get everything done and then the finance guy told me that he had to run the numbers, then he told me that they could not get me approved for the loan at the same interest rate and that it would be higher, again I explained to them that was unacceptable and I do not want to pay more for the car and do not want a higher payment than what we agreed on, he then told me before I leave to wait and he would call the banks and ask them for a favor to lower the rate, he came back and told me he had great news and that he got a lower rate and that they were going to adjust it so that the payment would be the same. so I agreed and I waited for them to draw up the contract and paper work, they got it set and called me back into the office to sign everything, I started to sign all the paper work and then we got to the contract and as I looked it over I saw that the down payment was a lot less than what I had put down on the first car and asked them why that was and he said that it does not matter what they put in that field because the number financed was the main thing, I explained to him that I had got $12,00.00 for my trade and put $3,000.00 in cash down bringing it to a total of $15,000.00 take away the taxes and fees to register the car so I knew it would be a little less but it was only showing $9084.00 down a huge difference and also the new finance charge was $5,000.00 more and over a longer period of time. I paid $36,900.00 for my first car and they were selling this one to me they said for $37,700.00 which would make that almost a wash, but how was I extended on the months, paying more for a finance charge, paying more on the monthly payment and showing a huge amount missing from my down payment.

At this time they had already got me a new registration ,switched my plates, washed the car and switched over my Insurance, it is now 7:30pm and they again try and get around it and pressure me into signing it and try to tell me that it is the same thing which it was not the same because the numbers all changed. I was very stressed at this point, had been there for over 4 hours without eating because it should have been a quick thing, and told them I am not signing the contract because they mislead me and tried to play a numbers game with me. so they had to switch over the plates and everything and I had to leave in the car that had all the issues.Desired Settlement: I want the car replaced with the car they had offered me no more money out of pocket no extended months, and keep the payment the same as is now

Business

Response:

To whom it may concern,

Mr. [redacted] test drove the Certified Pre-Owned [redacted] prior to his purchase, and then spent about an hour at delivery with the vehicle. When he notified us of his concerns, we quickly addressed his perceived smell issues with the car. After detailed diagnosis of the car, our technician and Shop Foreman could find nothing wrong with the engine or the sound of the engine. For comparison, other vehicles were brought to Mr. [redacted] so he could hear their engine sound and he confirmed they all sound the same. To date, the smell has been eliminated and based on multiple test drives and no faults present in the computer data; there is no indication of any malfunction with Mr. [redacted] car.