BMW of Roseville

Review: I purchase BMW full maintenance 72 months/100000 miles and now the BMW did not covered the last oil change/check saying;expired after 60 months

May 25, 2008 I bought a 2007 BMW X3 with 14,372 miles with a full maintenance upgrade for 72 months or 100,000 miles for $ 1995. On 12/31/2013 I went for a oil changed and the 100,000 miles the car had little over 98,000 miles check covered under the maintenance insurance. At the auto shop I was told I have to pay because the maintenance program expired in August.They count the 72 months for the day the car rolled out of the factory gates.

I look over all papers I have from the purchase and I did not fined anywhere explained.I call the Rosville BMW and their Financial Supervisor [redacted] sad "yes 72 months from the date of manufacture not the date of purchase".

Why in 2008 I will buy a maintenance program for 2007.I consider this to be intentionally misrepresentation of the terms of the program to increase the sale.

If that's there rule its OK with me , but they did not made any disclosure when come to the date or put this on writing.Desired Settlement: to respect the terms of the contract 72 months from the purchase date and pay the $350, which I already paid on 12/31/2013

Consumer

Response:

hello,

Review: I have been a BMW owner and enthusiast for the last 8 years and I have never been turned off so much by a company simply through their customer service and lack of etiquette and inability to resolve a warranty repair issue for almost a year now. I have been bringing in my 135i since may of 2013 for a reoccurring brake issue. The brakes make horrible noise on a daily basis and I have attempted to figure out the problem and get it resolved 5 different times now at Roseville BMW.The first few times I came in and the technician drove the car the brakes apparently did not screech forHim. They told me there's nothing they can do without verifying it themselves and sent me home.I then asked my service rep what I could do because I could assure him this is a continuous problem and one I would like addressed. He instructedMe to take videos of the car doing it, so I did. I once again made another appt and brought the car in. Once the head technician heads the videos they decided to take the car in. This time when the tech drove my vehicle they verified the noise and put in writing they did this. Their repair attempt this time was to take apart the brakes and lube everything and make sure all was in scope and functioning.This solution with new lubrication and anti squeak worked for about a week before the problem carBack once again. I called [redacted] right away and let him know. He instructed me to takeMore videos again as I was getting impatient with driving back and forth to Roseville and taking time off work to get what was covered under my maintainence warranty properly addressed. SoI did take more videos , not only clarifying the noise but the date and mileage as wellJust for added verification. So I took the car in and [redacted] and the head tech finally say okay yeah eell just replace them now because there's something faulty in there. Later that evening[redacted] calls me and says yeah they drove it again and it only squeaked likeOnce and were not Gona replace them. Even tho it had been verifDesired Settlement: The brakes had already been verified to be making noise not only by me and technician working on the vehicle previously but also by the previous owner in the BMW service records. [redacted] and the shop foreman both said they would be replacing the brakes and me and my fianc were both present and witnessed this. I think that BMW should honor that and make a sincere apology not only for the inconvenience but for the length of time and measures I have had to go through to get this issue resolved.

Business

Response:

We have measeured and inspected the brakes on Mr. [redacted]'s car and have determined that they are well within the range of safety and are operating as designed. We drove the vehicle for approx 75 minutes and was only able to hear a slight squeak on two occasions when braking to a stop. This is not considered abnormal and a variance in brake noise is expected, depending on the road conditions and temperature of the brakes. There is no further work that can be perfomed at this time under the BMW warranty.

Review: bmw roseville extended maintenence contract was deceptilvely offered and explained. explained 72 month contract was actually 27 months.

purchased 11/27/2010. extended warranty was explained multiple times as being for 72 months or 100,000 miles, whichever came first. actually was from original date the dacr was purchased new in 2007. I bought car in november 2010. So warranty I paid $2095 for only had 27 months remaining. 3 meetings with finance staff explained that no I had 72 mo or 100,000 miles. bmw roseville and bmw north america will not resolve. Note top of contract spells out term, later verbiage which was explained differently to me, discusses date the plans starts fromDesired Settlement: refund of the remaining period on my 72 months or honor remaining term of explained contract

Business

Response:

Business' Initial Response

All extended mantanance contracts that are sold from BMW begin from the first date the vehicle is registered. This contract was purchsed quite some time ago and Im not sure why this gentlman would have three meetings with the finance staff explaining 72 months or 100000 miles, I belive he is leaving out the part about the date the vehicle was first registered. We are not in the business of deception, we sell products and sell them ethically. We will not refund or honor anything outside of the original agreement. Thank you

Horrible service from the moment I purchased my car in 7/2013. I should have listened to my gut that told me all was not right. I ended up with a lemon (formerly a loaner car). One example, I had an electrical issue and took the car to another BMW dealership. They asked me when the car had been in an accident because there was packing tape holding the tail light in place. Roseville had given me a clear Carfax. What??? After other issues, I got rid of the car and bought a brand new one from Fremont BMW (awesome experience!!!) Since 6/2014 I have been trying to get a refund on my extended warranty. Roseville BMW has been completely unresponsive not only to me, but also BMW corporate AND the Revdex.com. BMW Customer Relations is working on my behalf with Roseville BMW and they are also getting the run around. The Revdex.com closed my case because they also are not getting a response. Will NEVER deal with Roseville BMW again in ANY of their departments.

Review: We first brought our BMW X5 to the service dept of BMW of Roseville on 10/6/15 for rough running engine and paid for a multi-point inspection to diagnose the issue and the [redacted] were determined to be the possible cause and replaced costing us $680. Our vehicle ran a little better but after a day or two it was back to the same rough running as before so on 12/21/15 we brought it back to the service dept at BMW of Roseville to readdress the issue. We paid another $129 for another multi point inspection and this time we were told there were cracks in the Cam cover and the repair would be $2,500. We were shocked at the new amount but agreed to the repairs on the condition that this would actually fix the issue unlike the first time because now we were talking about a total of over $3,000 between the two visits and we did not want to spend that much to just have the problem continue and I vocalized that point several times to the service advisor who we were then dealing with named [redacted] and he assured me it would definitely be fixed this time but parts might run the bill a little higher but not more than $200-$300 he thought so we approved the repair to be done. A couple days went by and nobody contacted us or returned any of our calls trying to find out the status of our vehicle to pick up so we went in person 12/24/15 and spoke to [redacted] who told us not only was our vehicle not fixed but was now going to be over $4,000 to be repaired and that the $2,500 that was previously quoted was just an inspection fee. We were outraged at this new cost and asked for more info on exactly what they had done up to this point so they brought a tech to explain the work and during this they admitted that during the first visit our vehicle was not given a multi point inspection due to a letter from BMW stating that the [redacted] should be replaced for rough running engine so they replaced them and called it good for our vehicle. We asked to speak to a manager but a manager never came out to help us.Desired Settlement: We would like our vehicle repaired at the $2,500 that was given to us.

Business

Response:

We explained the nature of the repairs to the customer in great detail along with the necessary steps to diagnose the fault, following BMW's test plan. We have repaired the car to the customers satisfaction and discount the repairs over $1,000.00 to help the customer with the cost. Customer left our dealership satisfied. [redacted] - Service Manager

Worst customer service of any auto dealership service department in my 50 years of car experience.

Review: When I purchased my car I also bought the extended warranty. When I no longer had the car, I requested from the dealership to cancel the extended warranty and provide a pro-rated refund. It took several attempts beginning 6/11/2014 to get a hold of the Finance Manager to get the process started. I provided the info he wanted...no response. Several attempts later... he finally told me what he needed. On 7/28, he said what I gave him was not good enough and I needed to resubmit. On 7/28, I provided the documentation. He wanted one page however my insurance company was only able to provide it in 1 document consisting of 2 pages. Finance Manager told me 60 days for refund. I waited. Followed up 8/6, no response. Followed up 10/21, no response. Today I called [redacted] Customer Relations. They contacted him and he emailed me saying he could not process the refund because the document (with all the info he needs) is 2 pages. The document has disclosures, etc... from the insurance company and they are not going to delete any of the information just to get it on one page. I am completely upset over the LACK of customer service, LACK of follow up and the unreasonable request.Desired Settlement: Refund of my prorated extended warranty! I wish I could have them pay my hourly wage as well for all of the time I have WASTED on this issue.

Review: I have tried repeatedly to contact the BMW of Roseville dealership on numerous occasions, by phone, certified letter regarding the sale, and financing of an automobile to my 23 year old grandson. My grandson has contacted the dealership and given permission for them to speak with me on his behalf. I have yet to receive a reply to the letter signed for on 04 Aug. 2014, or a return call by the General Manager Mr. [redacted]'s for the many voice messages left for him. By their own financing standards they financed the car in the amount of $23,100.00 with an income of $1300.00 per month which is approximately $1000.00 less per month than their own finance department quoted me as being required. My Credit Union would not finance the amount saying it was more than 57% of the debt ratio to income. I have contacted the BMW of No. America who is financing this contract, and they say they only will deal directly with the Dealership. I am trying to find out how this car financing was approved. The used car Manager Mr.[redacted] stated they knew if they had to repossess this automobile it still would have value. I would like an answer on how this was approved, and who approved it.Desired Settlement: This contract should never have been approved. I would like his full down payment amount returned to him, and the car taken back, NOT AS A REPOSSESSION. Please acknowledge receipt of this filing.Thank you in advance for your attention to this request.

Review: On May 22, 2015 I traded in my BMW. On May 26, 2015 I personally met with [redacted] of Roseville BMW to cancel my Gap, Service and Maintenance warranties. I was told by [redacted] that it would take "4-6 weeks to receive my refund but they are running closer to 4 weeks".On July 2, at the 4 week mark I called [redacted] to check on status. [redacted] stated that there was an error of communication and my file was closed without being processed. [redacted] requested that I send the paperwork/request over to him again and I complied the same day. [redacted] stated that he would push through and "rush" my refund to keep within the 4-6 weeks as promised originally.On July 17 I emailed [redacted] requesting a status because I still had not received my refund. [redacted] stated that the Gap refund had been issued and I should receive it any day. I did in fact receive that on July 20th. He stated that the remainder of the refund was "processed but the check had not been cut". He furthermore stated that he would check to see if the check could be cut in house and get back to me. I never received a call back.On July 25 I called [redacted] and left a voicemail requesting status. No response.I would also like to note that this is the simple version - I actually called and emailed multiple different times with no response.I had a great experience purchasing the vehicle however the warranty cancelation has been an absolute annoyance and time waster. Roseville BMW should feel embarrassed at this type of customer service.Desired Settlement: I want my refund issued immediately by the dealership itself within (3) business days and I will pick it up from the dealership. I do not want to wait for it to come from Texas. We are already at the 9 week mark, it was promised in 4 weeks.

Business

Response:

customer was never told 4 weeks. All cancellations are processed at our corp office in Texas. They are submitted by us to the specific bank that the vehicle is financed with and they are the ones that issue the refund. We have no control over the time it takes for the bank to issue the refund. That being said it generally is a 4-6 week turnaround. In this case the customer did do what was asked of her to cancel the warranty and gap but the cancelation of the warranty form was misplaced or lost. Prior to receiving this complaint we had already spoken and made arrangements with her to pick up her check on Friday the 31st. There was no intent to stall the process and we are disappointed that she felt it necessary to file a complaint. We informed her of the status every time we received new information from the bank.

Consumer

Response:

I am rejecting this response because: I do not appreciate being called a liar. I was in fact told "4-6 weeks but running closer to 4". With that said, I did pick up my check on Friday July 31.