BMW of West St. Louis

If the customer is upset with the BMW product.I gave him the BMW consumer affairs #That is all I can assist with.I am very sorry that he is still unhappyI am glad that the vehicle is repaired now.In case he did not get the # it is 1.***

Complaint: ***
I am rejecting this response because:
We DID NOT receive ANY cash prize, as indicated by the mailer, and as promised without requirements or further obligations, as was confirmed by Autoplex representative by phone
Sincerely,
*** ***

On February 27,Ms*** brought her BMW Xinto our service department at 76,mile with a drivetrain malfunction light on This is this vehicles first time in our service department;we do not have any of the service records previous to this dateA BMW trained
technician performed diagnosis using BMW diagnostic equipmentBased on the fault codes stored the process led to a technical service bulletin which instructed him to update the computers software with a later versionMs*** authorized us to program her vehicleDuring this visit we did perform a complimentary mult ipoint inspectionDuring this inspection we checked the oil level through the vehicles on board computer the vehicle indicated the oil was fullThis model is not equipped with a dip stickthe vehicle on board computer also indicated the oil change was not due for another milesWe test drove the vehicle ,no faults reoccurred .We released the vehicle back to Ms***On April 10,Ms*** had her Xtowed to our service department because the drivetrain warning came on and the vehicle died,would not restartThe vehicle had 79,milesWe again performed diagnosis and found multiple fault codesMost serious was engine oil pressure too lowAt this point we had reason to inspect the oil conditionWe found the oil was old and thickWe found metal debris in the oilWe suspect the the oil pump failed causing lack of lubrication in the engine and thus engine failure.,the engine locked upWe recommended engine replacementWe gave prices of re manufactured engine from Bmw and other options the vehicle repair was declined vehicle was towed awayWe are very sympathetic to Ms***'s situation with the vehicle, however we have conducted ourselves properly concerning both visitsWe followed BMW's diagnostic procedures and repair policiesWe are still very happy to try to find a used engine for Ms*** and to work with her on the price where ever possibleCurrently the ms*** is in communication with our service directer to hopefully find a resolution to her situationTell us why here

The service manage called me and they are going to reimburse me. This complaints is resolved

In regards to your recent correspondence, I respectfully submit this letter for your review. We recently had a Grand-Opening sales event at our location here in Manchester, Missouri. We heavily advertised this by direct mail to the surrounding communities. The response was
generally positive.We do acknowledge that the flyer was packed full of information. The prize structure, prizes, and validation procedures were clearly stated on the mailer/flyer. There were actually two disclosures. Finally, there was no purchase necessary and every flyer holder received a prize as stated.We contracted with an outside marketing company for this sale. They did have their legal department clear the advertisement prior to going to print. This customer did indeed receive his prize validation and subsequent prize.We take great strides to be promote our business in an ethical manner. We apologized to this customer after fully explaining the disclosures and validation process.One final note, the AutoPlex of West StLouis was mistakenly confused with a property located next door. The AutoPlex of West StLouis is a separate business from BMW of West StLouis. We did have a handful of customers confused by the close proximity Please accept this letter of correspondence on behalf of AutoPlex of West StLouis in response to your recent inquiry

This concern has already been addressed. The carpet for the seat is on order takes about 2 week and Bmw Of West St.Louis is paying 100%. It is very important to us to get this resolved.If there are any questions call The General manager , [redacted] at [redacted]...

[redacted]Executive AssistantP [redacted]

I am very sorry for the issues Mr.[redacted] has had with his vehicle.Our company took over ownership  April of 2016. There fore we were not the company who leased the vehicle.I do show that Mr [redacted] had his vehicle in for service ,However it left fixed. I have no record of it coming back.We have no...

cintrol over this customer's lease agreement. the constomer service line for BMW is [redacted]Executive Assistant P [redacted]

Revdex.com:satisfied!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The car did not leave fixed.  In fact, I came back with the issue once again, and was offered no solution and was told nothing else can be done.  I had to go to a different dealership to get the part replaced; this can be verified with BMW internal records.  Thereby, proving that I was leased/sold a defective car and my complaints were valid.  Thus, either my lease should be cancelled or car taken back by dealership or alternative compensation offered.  
Sincerely,
[redacted] [redacted]

I am so sorry for this unpleasant experience. [redacted] has assured me he is in contact with the customer and all his concerns have been addressed.If there is anything further please contact [redacted] GSM.

Again, I would kindly explain that the wording on the mailer clearly disclosed in two spots that the matching PIN number entered the customer into the prize validation software and the cash prize was one of many prizes that the customer could receive.  The "No Purchase Necessary" clause was honored and we fully explained the prize awarding to anyone who had questions.  The phone call center was provided by the marketing company.  They are instructed to direct customers to the dealership to validate their PIN number via the mailer.  The customer did win their PIN matched prize...a Missouri Lottery scratch off ticket.I feel absolutely horrible that anyone would feel deceived as a result of marketing directed at driving business to our grand opening.  The marketing company has been informed of this customer's concerns.Regards,[redacted]New and Used Car Sales ManagerSuntrup Hyundai Wentzville[redacted] (fax)