Initial Business Response / [redacted] (1000, 8, 2015/09/28) */ Client was working with two separate managers, one by telephone one in personUpon arrival negotiations began with various terms that better suited the clients requestsThe manager on duty became involved and informed the client of actual pricing based on the agreed terms and published pricing for vehicle of interestOur General Sales Manager has contacted the clients wife who indicated she would have the husband call back if he wanted further resolutionTo date there has been no return callWe encourage the client to call the General Sales Manager [redacted] for additional assistance with any remaining concerns
BMW of Riverside has not charged the client for any diagnosis or related repairs.BMW of Riverside had informed the client that due to lack of internal fault codes and badly burnt transmission fluid that further internal diagnosis will be requiredThe client has declined and towed the vehicle from our facility
We sincerely apologize for the inconvenience caused
*** *** and our management has been in direct contactThe
grounding of her trade was a human error and no malice was intended nor
any erroneous signatures used.We have offered
to reimburse our guest for the additional
miles she has driven this
weekend due to our unfortunate grounding error
I am rejecting this response because:
The grounding of my car prevented me from completing my car transaction until Monday in Los Angeles, I didn't report to work in Las Vegas Monday and the dealership is not willing to compensate me for my daily pay rateI have declined accepting anything other then them total amount of $which includes my pretax daily pay rate, as I would report this income next year on my taxesI'd like to close this out, unsatisfactory since the dealership and I cannot agree on appropriate compensation. Best Regards,*** ***
Initial Business Response /* (1000, 8, 2015/09/28) */
Client was working with two separate managers, one by telephone one in person. Upon arrival negotiations began with various terms that better suited the clients requests. The manager on duty became involved and informed the client of actual...
pricing based on the agreed terms and published pricing for vehicle of interest. Our General Sales Manager has contacted the clients wife who indicated she would have the husband call back if he wanted further resolution. To date there has been no return call. We encourage the client to call the General Sales Manager [redacted] for additional assistance with any remaining concerns.
Initial Business Response /* (1000, 5, 2016/05/11) */
Contact Name and Title: [redacted] / GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bmwriverside.com
The BMW Maintenance Program Upgrade is provided by BMW of North America LLC. Cancellation requirements are stipulated on the...
agreement and specifically state, "The Program Purchaser cannot request a cancellation/refund after selling, trading-in or otherwise surrendering possession as the program will remain on the Enrolled Vehicle. The client sold the vehicle to CarMax 4/21/16. On 5/3/2016, the client has indeed provided to BMW of Riverside a typed letter dated 5/2/2016 requesting such reimbursement. The client also states in the letter that the vehicle was sold on 4/21/2016 prior to their written request. Under the stipulations of the contract, the contract is non refundable. BMW of Riverside had also contacted BMW of North America LLC on the clients behalf. BMW of Riverside has been advised by BMW North America that their customer relations offices also informed the client that the contract was non refundable after the transfer of ownership of the vehicle.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We attempted on three separate occasions to cancel the contract prior to selling the car. Each time we were told that there was no refund absolutely under any circumstances. Now after the fact of selling the car they pull out the policy and tell us that's what the policy was. We were never given a copy of the policy up until the point when we sold the car. The copy of the policy that was given to us from the dealership was a blank copy that had no initials or signature on it. The only document that was given to us upon the purchase of the car was the cop the agreement which showed what is covered in the price of the agreement.
Final Business Response /* (4000, 9, 2016/05/19) */
We are disappointed that we have not reasonably been able to resolve the consumers concern. Under the terms of the policy, had the written letter been provided by the consumer prior to the sale of the vehicle, the refund would be prorated less an additional $25.00 cancellation fee. BMW of Riverside strives for complete satisfaction, therefore we have chosen to provide a full refund. A check will be processed and mailed to the consumer.
Mr.
[redacted] brought vehicle in for an Oil & Filter change &
Drivers Air Bag recall on 8/8/17 with 157549 miles. The Air Bag
replacement / Oil & Filter change were completed the same morning.
8/26, the client sent a text to the service advisor indicating his car
keeps resetting...
and makes a beeping noise. Aug. 31st, the
vehicle was inspected and diagnosed with Alternator Over-Charging
faults. Alternator and Battery replacement were recommended and
declined. We also noted that we would need to re inspect the vehicle
after the replacement of the Alternator due to additional faults being
stored possibly as a result of the over voltage. We advised the client
that this issue is not related to the previous services that were
performed and did not charge the client for the diagnosis.. The first
fault was recorded at 157892 miles, 343 miles after it left our
facility.
BMW
of Riverside’s Service Manager John [redacted] is communicating directly
with the client who recently purchased the vehicle from a third party
facility. The Service Manager has arranged to reimburse her for towing
and has arranged for the vehicle to be returned to the shop for further...
BMW of Riverside has not charged the client for any diagnosis or related repairs.BMW
of Riverside had informed the client that due to lack of internal fault
codes and badly burnt transmission fluid that further internal
diagnosis will be required. The client has declined and towed the...
Due
to the complexity of the issues surrounding the current concerns of
vehicle operation, BMW of Riverside has been working directly with BMW
engineers to resolve those concerns.While
we feel confident that repairs made to date have been supported, BMW of
Riverside has invested the...
current diagnostics at no cost to the
client. We wish to resolve the concerns quickly and return the vehicle in a manner that exceeds the clients expectation.Recent
attempts by the Service Manager to reach the client directly have been
unsuccessful therefore we encourage the client to contact [redacted]
directly.
Initial Business Response / [redacted] (1000, 8, 2015/09/28) */ Client was working with two separate managers, one by telephone one in personUpon arrival negotiations began with various terms that better suited the clients requestsThe manager on duty became involved and informed the client of actual pricing based on the agreed terms and published pricing for vehicle of interestOur General Sales Manager has contacted the clients wife who indicated she would have the husband call back if he wanted further resolutionTo date there has been no return callWe encourage the client to call the General Sales Manager [redacted] for additional assistance with any remaining concerns
BMW of Riverside has not charged the client for any diagnosis or related repairs.BMW of Riverside had informed the client that due to lack of internal fault codes and badly burnt transmission fluid that further internal diagnosis will be requiredThe client has declined and towed the vehicle from our facility
We sincerely apologize for the inconvenience caused
*** *** and our management has been in direct contactThe
grounding of her trade was a human error and no malice was intended nor
any erroneous signatures used.We have offered
to reimburse our guest for the additional
miles she has driven this
weekend due to our unfortunate grounding error
I am rejecting this response because:
The grounding of my car prevented me from completing my car transaction until Monday in Los Angeles, I didn't report to work in Las Vegas Monday and the dealership is not willing to compensate me for my daily pay rateI have declined accepting anything other then them total amount of $which includes my pretax daily pay rate, as I would report this income next year on my taxesI'd like to close this out, unsatisfactory since the dealership and I cannot agree on appropriate compensation. Best Regards,*** ***
Initial Business Response /* (1000, 8, 2015/09/28) */
Client was working with two separate managers, one by telephone one in person. Upon arrival negotiations began with various terms that better suited the clients requests. The manager on duty became involved and informed the client of actual...
pricing based on the agreed terms and published pricing for vehicle of interest. Our General Sales Manager has contacted the clients wife who indicated she would have the husband call back if he wanted further resolution. To date there has been no return call. We encourage the client to call the General Sales Manager [redacted] for additional assistance with any remaining concerns.
Initial Business Response /* (1000, 5, 2016/05/11) */
Contact Name and Title: [redacted] / GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bmwriverside.com
The BMW Maintenance Program Upgrade is provided by BMW of North America LLC. Cancellation requirements are stipulated on the...
agreement and specifically state, "The Program Purchaser cannot request a cancellation/refund after selling, trading-in or otherwise surrendering possession as the program will remain on the Enrolled Vehicle. The client sold the vehicle to CarMax 4/21/16. On 5/3/2016, the client has indeed provided to BMW of Riverside a typed letter dated 5/2/2016 requesting such reimbursement. The client also states in the letter that the vehicle was sold on 4/21/2016 prior to their written request. Under the stipulations of the contract, the contract is non refundable. BMW of Riverside had also contacted BMW of North America LLC on the clients behalf. BMW of Riverside has been advised by BMW North America that their customer relations offices also informed the client that the contract was non refundable after the transfer of ownership of the vehicle.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We attempted on three separate occasions to cancel the contract prior to selling the car. Each time we were told that there was no refund absolutely under any circumstances. Now after the fact of selling the car they pull out the policy and tell us that's what the policy was. We were never given a copy of the policy up until the point when we sold the car. The copy of the policy that was given to us from the dealership was a blank copy that had no initials or signature on it. The only document that was given to us upon the purchase of the car was the cop the agreement which showed what is covered in the price of the agreement.
Final Business Response /* (4000, 9, 2016/05/19) */
We are disappointed that we have not reasonably been able to resolve the consumers concern. Under the terms of the policy, had the written letter been provided by the consumer prior to the sale of the vehicle, the refund would be prorated less an additional $25.00 cancellation fee. BMW of Riverside strives for complete satisfaction, therefore we have chosen to provide a full refund. A check will be processed and mailed to the consumer.
Mr.
[redacted] brought vehicle in for an Oil & Filter change &
Drivers Air Bag recall on 8/8/17 with 157549 miles. The Air Bag
replacement / Oil & Filter change were completed the same morning.
8/26, the client sent a text to the service advisor indicating his car
keeps resetting...
and makes a beeping noise. Aug. 31st, the
vehicle was inspected and diagnosed with Alternator Over-Charging
faults. Alternator and Battery replacement were recommended and
declined. We also noted that we would need to re inspect the vehicle
after the replacement of the Alternator due to additional faults being
stored possibly as a result of the over voltage. We advised the client
that this issue is not related to the previous services that were
performed and did not charge the client for the diagnosis.. The first
fault was recorded at 157892 miles, 343 miles after it left our
facility.
BMW
of Riverside’s Service Manager John [redacted] is communicating directly
with the client who recently purchased the vehicle from a third party
facility. The Service Manager has arranged to reimburse her for towing
and has arranged for the vehicle to be returned to the shop for further...
inspection of current concerns.
Management has been in contact with the guest and has offered appropriate compensation.
BMW of Riverside has not charged the client for any diagnosis or related repairs.BMW
of Riverside had informed the client that due to lack of internal fault
codes and badly burnt transmission fluid that further internal
diagnosis will be required. The client has declined and towed the...
vehicle from our facility.
Due
to the complexity of the issues surrounding the current concerns of
vehicle operation, BMW of Riverside has been working directly with BMW
engineers to resolve those concerns.While
we feel confident that repairs made to date have been supported, BMW of
Riverside has invested the...
current diagnostics at no cost to the
client. We wish to resolve the concerns quickly and return the vehicle in a manner that exceeds the clients expectation.Recent
attempts by the Service Manager to reach the client directly have been
unsuccessful therefore we encourage the client to contact [redacted]
directly.