BMW of Springfield

Complaint: [redacted] I am rejecting this response because: See attached file or advise if you can not open Thank you [redacted] *** Regards, Julius Koczan

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meBrad was very helpful and has gone above and beyond to make things right Regards, [redacted] ***

Thank you for taking the time to speak with me today Regarding [redacted] request for a refund of $for DMV tag fees for [redacted] , we have refunded [redacted] that total amount, however I did email him a breakdown of the charges, a copy of which is listed below, sent 9/28/ at 3:pm.The actual amount owed to him was $6.96, but since he felt as though we did not respond to him quickly enough, we refunded his entire amount in the interest of customer satisfacation Please let me know if you have any questions at all

Regarding the referenced complaint, any payments that are offered by any dealer during a lease turn in process are noted on the buyer's order and signed by Sales Management and the customer in order to prevent any misunderstandings such as this Unfortunately, there is no mention of an offer to cover payments on [redacted] trade in and no offer present on the buyer's order which bears his signature

During our sales consultants' negotiation with [redacted] , he made us aware of the fact that he was highly over-miles on his current lease, and had payments remaining As a part of the lease on his new vehicle, Agata, his sales consultant, offered to pay remaining payments, and contribute to the over mileage payment, which at the time of the lease turn in was approximately $13, There at no time was any agreement to assume financial responsibility for that entire sum A lease agreement with a dealer assuming that much debt would be beyond financially irresponsible BMW of Springfield send a check to BMW Corporate for $7136, which was the agreed upon amount during the negotiation of the new lease $6,was put down by [redacted] , which was for taxes, fees and a down payment to help bring the monthly payments down The fees and our contribution were agreed upon prior to the deal becoming consummated, and the terms have not changed BMW of Springfield is not responsible for the amount claimed by [redacted]

BMW of Springfield maintains that the offer of $toward over-mileage and providing coverage for remaining payments was made clear at the time of lease signing, and agreed upon by both our sales associate Agata and the customer As a gesture of goodwill, we will contact BMW corporate to appeal for assistance on the customer's behalf, however no result can be guaranteed

Regarding the above referenced complaint. *** *** left her vehicle with our dealer for evaulation on Saturday, 1/for evaluation of a check engine light concern. There were maintenance and repair issues that were recommended to *** *** on Monday morning, and an
estimate provided. The work was approved by *** ***, and since we work on the team system, we had multiple technicians working on the repairs at the same time in order to complete the service as quickly as possible. Below is a screen shot of the technician’s hours that were recorded. Most of which were completed on the 16th. The complaint reads that the approval was granted at 4:PM, and then cancelled at 4:PM. This time line is very inaccurate. I will forward an email from the service writer, where the writer sent a PDF of all the work that had already been agreed on, with a promise to lower the costs. This was done at 2:PM on the 17th. *** *** responded at3:02 thanking him for his efforts and asking for a discount, which was granted. At 3:PM, She then states she “does not want to repair service”. She also stated that she came to our dealership Monday at 5:30, and says “no one listened to her”. We find this complaint disengenous at best and completed unfounded. I will forward the second email with the timeline. Please do not hesitate to reach out to me if you have any further questions at all

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

The check was cashed by the customer on January 21st

I was finally able to reach this customer who filed complaint #***. He’s a *** so he travels quite a bit. The short version of the story is that he ordered all weather mats from our dealer. When the order was taken at the parts counter, the counter person didn’t take his
information down, so the mats were ordered, arrived, and placed on the shelf. When he called to ask if they had arrived, no one could find them, because his name was not attached to them. They offered to re-order the mats and ship them to him. The parts person then took down his information incorrectly, so when they arrived, they were shipped to an incorrect address. I don’t blame him a bit for his frustration. I spoke with him. He’s a very nice guy. We are going to refund him for his frustration.Let me know if you need any further information at all…and yes, the counter person has been “re-assigned”

Both Tom D***, our finance manager and myself have reached out via phone to *** *** today, April 11th to attempt to answer his questions and address his wait time while attempting to contact our dealership. I have also reached out to *** *** via email as well. We are
currently awaiting his response. Brad V***Guest Relations DirectorCelebrity Motor Car/BMW of Springfield

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint:
I am rejecting this response because:I have notified the BMW customer relations department back in January after thishappened, did not get any feedbackI requested the General Managers name andthey did not give it to me.The finance manager who wrote up the extended warranty never got back to meand I left a voicemail for him when I called as he was not answering his phoneNow they want to address my issue three months later after I notify the Revdex.com.Also, I notified the BMW Car Club Of America and they were more helpful bygiving me the General Managers name, Matt B*** and email address.Which I emailed MrB*** twice with no response from him. During the minute wait time that I endured, not once did the female comeback on the line to say anything Then she hung up the phone.This is the fault of the General Manager for not knowing what goes on inhis dealership with his employees I will never ever call BMW of Springfield again Revdex.com should print my complaint so that everyone that calls you about BMW of Springfield knows about customer service is really about I have no idea who Tom D*** or Brad V*** is or what their relationshipis to BMW of Springfield Don't you think Miss W*** that responding to my complaint three months later, knowing its due to my contacting the Revdex.com My personal feelings are that nobody should be kept on the phone for minutes and then hang the phone up Please print this so that everyone can see what the real BMW of Springfield is all about Its definately not customer service. Thank you for your patience
Regards,
*** ***

BMW of Springfield will honor the factory warranty until July 29th, or 50,miles, whichever comes first I have spoken with our customer, who was gracious and understanding and has accepted our offer The previous owners of the dealership reported this car sold incorrectly

Complaint: [redacted]
I am rejecting this response because:bmw has options that if the previous lease has 6 months left on the lease then the company will pay off the existing lease to get you in a new car I had three months left there is no reason for me to return my car early and change to a new car unless they would pay the three months left they know that they can ask Wayne he knows that or Brad who personally send me a email after I made the complaint or Steve the salesman they fired ITS CALLED A PULL AHEAD 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: See attached file or advise if you can not open  Thank you [redacted] 
Regards,
Julius Koczan

BMW of Springfield maintains that the offer of $6000 toward over-mileage and providing coverage for 3 remaining payments was made clear at the time of lease signing, and agreed upon by both our sales associate Agata and the customer.  As a gesture of goodwill, we will contact BMW corporate to appeal for assistance on the customer's behalf, however no result can be guaranteed.

[redacted]As we explained previously, when you turned your lease in, it was under "** [redacted], and you were not the signee. When you leased your new vehicle, you had the vehicle placed under [redacted]" and you signed off on the lease.  We had no way of knowing that you were not the signee of the vehicle you turned in, nor did you tell us during the leasing process.  BMW Financial is very clear.  There can only be a pull-ahead if the same person is on the lease of both the original car and the new one.  Despite our dealer being unaware of this situation, we still contacted BMW financial on your behalf, however their rules are clear.  It must be the same individual on the original lease that signs the lease of the new vehicle.  This is a decision BMW financial has made, and we do not have the ability to reverse it.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Brad was very helpful and has gone above and beyond to make things right.
Regards,
[redacted]

We understand the concerns raised by [redacted] and are currently addressing those issues.  A loaner vehicle was provided after we were made aware the temporary tag had expired.  The plates have been delivered as of 8/4/17, and we are working internally to find a solution that will help...

ease the concerns that presented during the vehicle purchasing process.