BMW of Roxbury

[redacted] General Manager of BMW Roxbury, has communicated to with the Dichiara's today and resolved their concernsThey've come to an amicable resolutionKind regards, ***~

[redacted] General manager of BMW Roxbury, reached out and invited the customer in to the dealership to go over the warrantiesHe will look to find a resolution with herSincerely, [redacted]

*** *** has called several times via phone to reach the customer with no success He will attempt via email and hopes to find resolutionSincerely,
*** ***

Complaint: ***
I am rejecting this response because:This sale was made with deceptive sales practice We spent much time discussing the FACTORY delivery program where I will pick up the car at the factory It wasn't until I kept asking about when I can buy plane ticket to fly to the factory that Andrzej just dropped the news that the car is being delivered to the dealership - contrary to what we had discussed all along (see attached TXT messages and transcript where you can see I keep asking him for when I can order the plane tickets and he keeps either ignoring my requests or doesn't make any mention I will not be flying to the factory, instead as you can see on the last TXT, he even makes it look we're still waiting for a date so I can buy my plane ticket).The factory delivery program is outlined at http://www.bmwusa.com/Standard/Content/Explore/Experience/PDS/#vehicledelivery where it clearly states I can pick up the car at the factory as we had discussed The problem is that Andrzej took it upon himself to downplay the importance of the experience of picking up the car at the factory vsthe dealership and kept on telling me "what's the difference? you still get to drive it on the track" to which I kept insisting that the driving on the track is not as important to ME as it seems to HIM - that to ME it is more important to have the experience of picking up the car at the factory being that I have a personal connection to the area.I also have a phone recording where they try to resolve the issue by shipping the car back to the factory (which the factory told me could not be done being it's illegal), and have me pickup the car at the dealership and drive back to the factory, which was unacceptable to me as it defeats the purpose of a factory pickup In that phone call they admit they messed up and therefore are trying to resolve it, but I didn't want it, being that it is a brand new car and the only way for one to get that experience is to buy a brand new car (let me know where to send the recorded phone call and you can see for yourself) In other words, I was not only buying the car, but also the experience - which is a point they kept downplaying I'm sorry, but I'm sure anyone can agree that anytime you spend top dollars for something be it a car or a restaurant, you don't want just the car or food, you also want to have a good experience to go with it
Being this was my second luxury car from this dealership and I missed out on the factory delivery program the first time, I kept on stressing the importance of it this time during the sale and Andrzej kept on playing along misleading us into believing we are getting the treatment he was selling us, just to find out he was gonna pull the rug from underneath our feet last minute Very disappointing!
Regards,
*** ***

Our Service Manager, MrP*** has remarked that the deterioration of the headlights is from stone chipsBMW will not cover this because it is caused by an outside influenceHowever, we are happy to contact BMW directly and ask that they send a field representative to take a look at
it.** *** should contact our service department to schedule the appointment.
Sincerely,
Missi C***

[redacted] General Manager of BMW Roxbury, has communicated to with the Dichiara's today and resolved their concerns. They've come to an amicable resolution.
Kind regards,
[redacted]~

I can assure you that we are working diligently in reaching a resolution. Open Road Auto Group operates within the Motor Vehicle  regulations and laws set by each state. The delay is as a result of Mr [redacted] wanting to insure his vehicle with a personal policy rather than...

acquiring a business policy. Mr [redacted] wanted the vehicle in the business name. The agent needed time to work out the details to satisfy Mr [redacted]'s request. This meant there was additional documents needed and we too had difficulty communicating.  [redacted], General Manager of BMW Roxbury, is overseeing this process and checking daily. We will notify

[redacted] General manager of BMW Roxbury, reached out and invited the customer in to the dealership to go over the warranties. He will look to find a resolution with her.
Sincerely,
[redacted]

After an hour with the sales person I then met with the financial service...

rep.  Apparently hedidnt explain the warrantee correctly or the terms.  I am now paying $10,000 more for a vehicle for a useless warrantee that doesn't cover anything I was told it was.  They broke me down, it was a form of cohersion.

After speaking to [redacted], Service Manager of BMW Roxbury, I learned the customer came infor a knocking sound. After checking diagnostics they ran the vehicle on thelift finding the longer the vehicle ran, the hotter the engine got and the louder thenoise got....

The noise seemed to be coming fromthe lower half of the engine or bottom half. In order for them to see exactlywhat was wrong with the vehicle it was necessary to disassemble the motor. It couldbe pistons or bearings and the only way of knowing the extent of the damage is to take it apart. The vehicle has over 106,000 miles and we were told thatthe customer drove it until the vehicle stalled out. [redacted] declined anywork to be performed. The last time we serviced the vehicle it had 57,000 miles and at the present time it had 106,542We don't know if there has been any regular maintenance on the car. [redacted] did speak with Jerry S[redacted] one of our sales managers andwe offered to take him out of this vehicle. We also told [redacted] that we would see if BMW was willing to do anything to help get him into another vehicle. [redacted] declined. Jerry S[redacted] stated that this vehicle is in ** [redacted]'s fathers name and there are privacy issues that may complicategetting him out of this vehicle. [redacted] attempted reaching Mr [redacted] to discuss the problem but has been unable to make contact. We stand behind the product and the manufacturer and feel we have been reasonable. [redacted] is asked to please contact our Service Manager and work on remedying the problem.Sincerley,Missi C[redacted]

Attached is a copy of the Buyers Order stating that the vehicle was a special order not subject to cancellation. At the time of purchase it is always clarified that a special order vehicle is final and the deposit is not refundable. Regarding the delivery, Enis T, General Manager, arranged a...

performance delivery in [redacted] in which Mr [redacted] declined.Sincerely,
Missi C

There is a process that must take place in our accounting office that may take a few days. I responded immediately and our store acted in a timely manner. I ask that you allow us to do our due diligence and work through the process. I will speak with Enis and ask that the process be expedited but ask for your patience at the same time.
Sincerely,
[redacted]

Review: I purchased a 2011 Certified Pre-Owned 328 Xi from this dealer and I recently was told by another BMW dealer that the entire right hand side of the car was painted. This repair was not disclosed to me when I purchased the vehicle and according to BMW Corporate this vehicle would not qualify as a Certified Pre-Owned BMW because it was refurbished. This has a negative impact on the value of the car. This car may have been wrecked.

I have 2 written estimates stating that the entire right side of the car was re-painted.

I spoke with BMW of Roxbury and they said that they didn't repaint the vehicle and didn't know that it was repainted but it is the responsibility of the seller,, certainly a high end company such as BMW to represent their vehicle sales with integrity and honesty.Desired Settlement: 20% refund from the purchase price of 37,000.00.

Business

Response:

BMW of Roxbury has attempted to call Mr [redacted] twice to discuss the matter but has not returned our calls. The vehicle has a clean CarFax and it is certified. We are unaware of any bodywork or paint job done to this car. We encourage Mr [redacted] to contact the General Manager, [redacted] to address the matter in question.

Review: My son saw a BMW posted on their website being advertised for $26,900. When he went to look at the car he was told it was sold, however, he found it on the lot. The salesperson then told him the deal had fallen through, but the price of the same car was now $33,000. After explaining we knew the car was being advertised for $26,900, the salesperson spoke to the manager and my son was told he could have the car for $26,900 with a 2 year extended "CPO warranty." A contract was prepared and signed, however, the dealership never signed. The next day we were called and told they made a mistake and the CPO warranty isn't included and costs $2500. However, they said since it was their mistake, would only charge us $1000. The manager "[redacted]" did not care that they had prepared a contract for the $26,982 purchase price which we signed. Also, the salesperson did not dispute that he told us the extended warranty was included. We had to pay an additional $1000 for the car. It is my opinion that this car dealership was dishonest and attempted a "bait and switch" from the outset.Desired Settlement: I would like a refund of the additional monies paid $1, 070 (including tax).

Business

Response:

[redacted] General Manager of BMW Roxbury, has communicated to with the Dichiara's today and resolved their concerns. They've come to an amicable resolution.Kind regards,[redacted]~

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have not received the refund check. When I receive it, I will agree that the case has been resolved.

Regards,

Business

Response:

There is a process that must take place in our accounting office that may take a few days. I responded immediately and our store acted in a timely manner. I ask that you allow us to do our due diligence and work through the process. I will speak with Enis and ask that the process be expedited but ask for your patience at the same time.Sincerely,[redacted]

Review: On October 28, 2013, I purchased my vehicle and received it on October 30, 2013. The sales contract stated that I would have any overpayment of my registration fees reimbursed back to me. The dealership charged me $400 for DMV fees, and stated the remainder after the registration was filed would be reimbursed. On November 14, 2013, I received my registration, and my check for reimbursement in the amount of $232.03 was issued on November 13, 2013. On November 15, 2013, I requested from the General Manager, Mr. [redacted], all of the itemized receipts for my registration receipts, I did not receive them. On November 27, 2013, he provided me an accumulation of fees including my state tax generated by the dealership. On the generated list, there were two additional fees listed, an OOS Temp Fee for $7.00 and an OOS Trade Fee for $20. When I inquired about the fees, I was informed those were the fees the third party company charged. I then requested the actual itemized receipts they received to pay my registration. On December 03, 2013, I received an invoice, with the third party company name missing, stating the NY fee as $65, and a $76 fee for the third party company applying for my registration, totaling $141. However, absent from that invoice were the OOS Temp Fee of $7 and the OOS Trade Fee of $20. The third party company in fact did not charge these fees, but rather were added on by the dealership, which Mr. [redacted] was unable to explain, as well as, the fees not pertaining to the registration of my vehicle. In addition, I should be provided an itemized receipt with a breakdown of my NY registration fees that totaled $65.00 from the third party company that prepared my registration.Desired Settlement: I request that I be reimbursed the OOS Temp Fee and OOS Trade Fee, totaling $27, due to the fact that these were additional fees added on by the dealership after my registration had been issued. The fees also did not pertain to my registration, and Mr. [redacted] was unable to explain the absence of the fees from the third party invoice when questioned. Lastly, I request that the third party company information be provided me, as well as, an itemized receipt with a breakdown of each NY registration fee charged to me that totaled $65.00. If this information cannot be provided, a refund of the $76 preparation fee should be refunded.

Business

Response:

We offered Ms. [redacted] a $50 credit towards future services, in which she accepted. A break down of all the DMV fees was disclosed and there was no wrong doing on our part. Any overage in charges that were collected were refunded to her. A resolution was met.

Kind regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The resolution offered to me was not only the $50 credit towards accessories or future services, but I am to also receive a refund of $27. I was charged an additional $27 in fees that were not apart of the RegUSA invoice for my NYS DMV registration. As listed on the dealership's invoice, the dealership had charged me an OOS trade fee and OOS temp fee that were not not associated with processing my registration. However, the money collected by the dealership for my registration fees was used to toward these fees. As a result, the general manager, [redacted], agreed to refund the $27 since those fees were disclosed to me at the time I bought the vehicle, but later added.

Regards,

Business

Response:

[redacted], General Manager of Roxbury BMW, tried reaching out to Ms [redacted] to discuss the agreed settlement. On December 23rd an email exchange was made explaining that the $27 in question is not owed to her as it was itemized for her in the breakdown of charges from DMV. A response has not been received yet. We have acted in good faith by extending a credit for services.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The General Manager did acknowledge that the itemized $27 was not disclosed, and the document was requested as the fees were applied after my signature on the document. [redacted], agreed to provide me a $50 credit for goods and services, however, being that I live 1.5 hours away, I asked if the credit could be used at a BMW goods location near me.

Regards,

Business

Response:

Open Road BMW of Roxbury has tried to resolve this matter and unfortunately can not transfer the credit to another store. Each BMW store is independent of each other. We welcome Ms [redacted] to visit us when it's most convenient for her.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Despite the dealership's efforts to resolve this matter is a credit that I will not use in the near future, because it would require me to drive 1.5 hours. As I see the only resolution, I would see is my initial request which was for the $27 that was not apart of my registration fee, but two additional fees that the dealership charged to me without disclosing that information to me, the consumer. If I am to be charged to two OOS fees, then that information should have been disclosed to me at the time I signed the document, and the fees should not have been added afterward. I only discovered the additional fees after I requested the breakdown of all fees charged to me, once I discovered from corporate that a third party was used to process my registration not the dealership, which was also not disclosed to me. The dealership has attempted to resolve several issues with my vehicle transaction, but unfortunately the finance manager and sales manager who handled my vehicle purchase failed to honestly convey information when I asked specific questions about all fees charged to me. With that, I do not feel I should have to pay the burden for these mistakes. I would like to move forward from this issue, but my experience during my vehicle purchase was a complete nightmare, that no one should experience. If customer service is a virtue of Open Road, then what I have requested should be honored.

Regards,

Review: I completed the purchase of my leased BMW 135i on 11/23/2014. I went through the dealership's Certified Preowned program and I financed the purchase with BMW Financial. I live in Greenwich, CT but I leased the car from BMW of Roxbury because I was using the Costco Auto Program. When I drove my car off the lot, I was told by the sales manager and finance manager that I should expect my CT license plate in 2 weeks. In fact, the temporary NJ license plate was only valid for 2 weeks. Three weeks pass by and I call my salesperson only to find out that he is missing a number of documents. I asked him when was he going to notify me that he was missing these documents. His excuse was "I am so busy, I don't even have time to drink my coffee?!?" documents were faxed to him and photos were text to him within two days, weeks pass by; I left a message on his voicemail, and he calls me back requesting the same documents. This time, I call the dealership and faxed the documents to their receptionist/customer care person and he guarantees that the documents were received and placed on the salesperson's desk personally. I called the dealership and spoke to a sales manager on 02/07/14. He promised me that he would resubmit the application to CT DMV and asked me to be give them 2 weeks to deal with the DMV. I called them on 02/28/14 three separate times and could only speak with the customer care person (very friendly). Each time she promised to tell the sales manager that I called and that he would call me back. On the fourth time I called that day, I was told that the people dealing with the issue went home for the weekend and I would be contacted on Monday...I called on Monday night and spoke to the same customer care person and again promised that the sales manager would call me back in 20 minutes. No one called as expected when you deal with a company such as BMW of Roxbury.Desired Settlement: As stated on my bill of sale, BMW of Roxbury charged $400 for the title, registration and license plates. I want all the documents necessary for me to personally file for title, registration and license plates at the CT DMV...and $400 for services not rendered.

Business

Response:

I can assure you that we are working diligently in reaching a resolution. Open Road Auto Group operates within the Motor Vehicle regulations and laws set by each state. The delay is as a result of Mr [redacted] wanting to insure his vehicle with a personal policy rather than acquiring a business policy. Mr [redacted] wanted the vehicle in the business name. The agent needed time to work out the details to satisfy Mr [redacted]'s request. This meant there was additional documents needed and we too had difficulty communicating. [redacted], General Manager of BMW Roxbury, is overseeing this process and checking daily. We will notify

Review: I leased a vehicle back in 2013 through BMW of Roxbury and have been with that car over two years now. All maintenance/ upkeep of the car has been kept up to date, however, recently I encountered a major issue with the vehicle. I began hearing a noise coming from the engine that sounded like a knocking every time I would accelerate and also hit the brakes. I took it for a diagnose at BMW of Roxbury and they couldn't tell me what was wrong with the engine or where that noise was coming from either. In order to truly find out what was wrong with the car, the engine would have to been taken apart completely explained to me by a sales manager. However, I paid them $145.00 for them to run a diagnose and they came up empty handed with no answers. Their auto technician simply recommended a brand new engine and twin turbos without any particular explanation as to why their couldn't be perhaps a cheaper solution that was more affordable. A brand new engine and turbo would run approximately $20,000 or more without labor included. The car is out of warranty for any transmission/engine repairs because BMW only covers up to 50,000k miles on those parts. However, since the car was leased brand new back in 2013 and still relatively new; This incident of engine failure shouldn't be occurring on vehicles this new from a prestigious brand like BMW. It's very unfortunate the situation because I'm currently in the lease and have to continue making payments on a car that no longer works at all. The dealership has not offered any reasonable incentive to try and help me out in any way considering that I've been doing business with them for now over 2 years. The issue the car is having is not because of improper care of the vehicle on the consumer's part or mistreatment of the engine. The car simply stopped working and BMW did a very poor job diagnosing the issu. I have my back against the wall and feel that as the customer I shouldn't be held completely responsible for a defective car.Desired Settlement: A proper diagnose of the vehicle by BMW so the actual problem can be identified instead of the just simply recommending the most expensive repairs that can be done to a car. Also, some sort of assistance to fix the problem or get into a different vehicle to continue doing business with them because I don't believe it is right that a consumer is held at fault completely for unexplainable engine failure on a relatively new car.

Business

Response:

After speaking to [redacted], Service Manager of BMW Roxbury, I learned the customer came infor a knocking sound. After checking diagnostics they ran the vehicle on thelift finding the longer the vehicle ran, the hotter the engine got and the louder thenoise got. The noise seemed to be coming fromthe lower half of the engine or bottom half. In order for them to see exactlywhat was wrong with the vehicle it was necessary to disassemble the motor. It couldbe pistons or bearings and the only way of knowing the extent of the damage is to take it apart. The vehicle has over 106,000 miles and we were told thatthe customer drove it until the vehicle stalled out. [redacted] declined anywork to be performed. The last time we serviced the vehicle it had 57,000 miles and at the present time it had 106,542We don't know if there has been any regular maintenance on the car. [redacted] did speak with Jerry S[redacted] one of our sales managers andwe offered to take him out of this vehicle. We also told [redacted] that we would see if BMW was willing to do anything to help get him into another vehicle. [redacted] declined. Jerry S[redacted] stated that this vehicle is in [redacted]'s fathers name and there are privacy issues that may complicategetting him out of this vehicle. [redacted] attempted reaching Mr [redacted] to discuss the problem but has been unable to make contact. We stand behind the product and the manufacturer and feel we have been reasonable. [redacted] is asked to please contact our Service Manager and work on remedying the problem.Sincerley,Missi C[redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because: BMW technicians are responsible and hired to diagnose anyproblem any vehicle may have to the fullest extent because the customer isexpected to pay for this “diagnose”. I paid BMW of Roxbury to diagnose thevehicle to get answers and still after the “diagnose” was performed; it wasunclear to me what exactly was going on with the car. What was the purpose ofpaying for the car to be diagnosed when I already knew that it could be pistonsor bearings? It could be a whole array of things that could be causing the problem,regardless, BMW doesn’t know. I was under the impression that the dealer didwhatever was necessary to figure out the issue, apparently not since theydidn’t take the motor apart. I would have never paid to diagnose the car, if Iwould have known that they only way to truly figure out the problem was bydisassembling the motor and BMW wouldn’t do it. They failed to mention any limitations thetechs may have prior to diagnosing the car. I still went through with thediagnose with BMW even after having opinions from other car technician experts aboutwhat could be wrong with the car to follow BMW’s procedure because without aBMW diagnose they couldn’t do anything to help me out. I have all paperwork in hand to demonstratethe regular maintenance done on the vehicle from when the car was firstpurchased up until now. The car is in the father’s name, however, what privacyissues exist that may complicate the process of getting out of the vehicle?That makes absolutely no sense because Jerry S[redacted] spoke to the son face toface the day the car was returned to him. No deal was met, nor was any papersigned/purposed in that meeting that would violate any privacy issues. Thefather has been actively involved in this on going problem; it would not be anyissue for him to present himself at Roxbury BMW. Mr. P[redacted] has never reached out to [redacted] or the father via any form of communication. The last phoneconversation was a few days after the car was returned back to the client topresent the options the dealer had come up with. The phone call was between theson and Mr. Jerry S[redacted] more than two weeks ago now, where Mr. S[redacted]presented options to fix the problem and [redacted] declined all of them. Theoptions were far unreasonable and seemed to only benefit the car dealershipfrom a business standpoint. Mr. Jerry S[redacted] wished [redacted] luck with thecar and never received another call/e-mail from anybody at BMW of Roxbury sincethen. Ultimately, it makes no sense to recommend the most expensive parts for a vehicle with no solid evidence of whatthe problem actually is. That’s not being reasonable on their part at all because two year old car shouldn’t behaving motor issues after being well maintained since purchase date. BMW of Roxbury is refusing to stand behindtheir product sold to me because they haven't properly diagnosed the car or shown any interest in helping out their customer of 2 years plus! Regards,[redacted]