Brian's Appliance & Refrigerator

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

Response received via e-mail to Revdex.com, 7-26--- additional document attached; text of response reads as follows: We appreciate the opportunity to provide the facts in this case & are happy to hear that he was pleased with his experience with our staff. The records we reviewed showed
that Mr*** drove a service loaner model that did not have lane avoidanceIn fact that is not an available option that can be ordered on the base modelThe saved VINS info from the day he was here is inconsistent with his claims unfortunatelyDiscussions had occurred early on when he was here originally about the upgraded models having the features he desired being hundreds of dollars more per month which was well over his stated budget. The loaner he drove & liked but didn't want to buy used was closely matched in a new vehicle that fit his payment point & color specificationsThe vehicle was brought over for him (by his own admission) to look over, we even parked it inside our very well lit climate controlled show floor so that he could familiarize himself with the car before signing outThe window sticker for the vehicle showed exactly the featuresAt no time while he states he was waiting hours here did any questions or discussions occur that he would prefer to buy a car with the features he states now should have been included. Unfortunately Mr*** instead of contacting us immediately after delivery if he wanted to exchange for a different upgraded vehicle right away, if he decided he could spend more to move up into a vehicle with the features he wanted instead waited an entire week to fill out a survey & post poorly online which we received the following weekAn entire week due to Mr*** had passed wherein the title work & financing were already processed by then. Had he contacted us immediately we MAY have been able to cancel the deal & work a new deal but his path of actions has him in a situation wherein now he is an owner & trading is the only option. Mr*** also spoke about a non-highline, non-high performance, non-European brand he said had the features he wanted for the same money & that he regretted not buying itWe believe there maybe some confusion on his part over their features for their payment vs what the vehicle here had at the same payment range He also stated he really wanted the BMW logo, that is was important to him which is why he went with BMW vs brand not in this classWe believe Mr*** sadly has buyer’s remorse after-the-fact & that he feels his negative postings will force us to give him the car his budget would not allow for (as he has referenced posting more reviews we believe in an attempt to try to influence what he wants us to do), unfortunately that is not how we do businessWe stand on the truth, on the facts & ethics Please see his purchase survey, which is attached, wherein he clearly states that he is responsible for not verifying the vehicle he purchased had the features he claims he needed. Wherein he also clearly states he does like this BMW he has & wherein he clearly states that he has buyer’s remorse. Even though Mr*** *** may not have gone about trying to exchange or upgrade his car in a proper or timely manner we have in fact reviewed with him extensively, we have ran numbers on other cars with the features he claims he needs now providing him with pricing consideration where we can to try to ease the situationThe features he desires, as stated to him originally & since then, are several hundred dollars more per month in a payment that he states he cannot afford, as he stated initially to us (as well in notes to your offices & other reviews), does not work out in his available budget. While we do feel for Mr***'s wishes to drive a upgraded nicer model with features he wishes he had purchased we do believe we have gone over the optionsWe have given him fair consideration on all but cannot grant his wish to simply give him a more expensive car at the payment of a base entry level model that he agreed to purchase & completed a purchase on. We are glad to hear that he does like his current BMW & we thank you for the opportunity to provide this information for your consideration

I am rejecting this response because: It is a distortion of the truth and several attempts at deflection. All of my future responses to this business will be a copy and paste of my below response: The primary purpose of my complaint was to expose the financing practices of Tom ***, Finance Manager of Motorwerks BMW.The secondary purpose of my complaint was to warn other consumers. I asked for no compensation, nor restitution. Sincerely, *** ***

Initial Business Response /* (1000, 8, 2016/03/04) */
This response is in reference to a claim you sent us from Mr*** ***, hereinafter referred to as "client", case # *** Thank you for the opportunity to respond with the proper details for your offices review
As the client
notes, he declined our suggestions & took his BMW 135i, which was in poor drivability condition, to have repairs performed at an independent, i.enon-certified BMW repair shop As client notes specifically he then took his vehicle from them even though they noted it still had issues & a short time later suffered what we have determined to be a major engine failure His issues respectfully need to be addressed with his referenced "Mechanic B"
We do not have any firsthand knowledge of what was or was not said to the client at the independent shop he took his car to What we do know is that we have advised him of our initial findings when it's been here, have found sludge in the engine months ago on 7/6/at 99,miles which can contribute to numerous failures & furthermore do not have any knowledge nor control over how this client was driving his BMW with its poor mechanical condition
The work our certified BMW technicians quoted as a starting point of repairs on his 12/29/appointment wherein his BMW had 114,miles, per BMW guidelines for his symptoms, was declined The client chose to drive away & keep driving it even though he indicates two repair shops advised him of repairs he states he declined, which his choice unfortunately likely resulted in an engine failure which is the clients full responsibility as he clearly notes he declined the recommended repairs from both shops
Clients BMW has been at our facility a few times & the service history shows that oil change interval, maintenances were lapsed Our records July of we found sludge in his engine, which is a direct symptom in most cases of lack of proper maintenance & may cause numerous failures including but not limited to the failure present now
This is the notation on these visits from our Service Manager:
This vehicle has been seen at our dealership several timesWe performed services on it in July of and discovered the engine to be suffering from sludge in the crankcaseMade note of it on the repair orderReleased the vehicle to the customerVehicle returned to Motorwerks 12/for diagnosis, vehicle had a check engine light on, reduced powerwe performed diagnostics on the vehicle per BMW diagnostic guidelinesRan the test plan in compliance with BMW guidelines and summarized we needed to replace the knock sensor as a first stepWe advised Mr*** of the needed repairs, provided an estimate which was declined by Mr***Mr*** then took his vehicle (so he claimed) to an independent repair facility to have a knock sensor installed(Client claims): The independent repair facility made the repairs and instructed Mr*** that the vehicle still had complications and needed further research/diagnostics to establish what is wrong with itMr*** (told us he) declined to have that service performed from the independent repair facility as he wished to drive the vehicle over the weekend and return the vehicle to them on MondayAfter leaving the independent repair facility, Mr*** notes he suffered a break down with his vehicleMr*** had his vehicle towed to our shop where we determined his engine had suffered a catastrophic failure and would need to be replaced
We have offered Mr*** several cost effective options to repair his vehicle - all of which have been declined
Mr***'s concerns need to be addressed with (as he references in his claim) "Mechanic B" as that is who he states worked on this engine directly before the catastrophic failure & as well allowed him to take it to drive after their repairs Whatever they found, performed or advised is not in our control nor do we have any control of quality of their work
This engine failure situation is no way the fault of Motorwerks BMW as we were not authorized to do the repairs & his issue needs to be addressed with his "Mechanic B"
We have graciously provided several cost effective repair options with discounts for this client which are still available to him for the next business days if he would like to accept
Initial Consumer Rebuttal /* (3000, 11, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is full of lies, mischaracterizations of the truth, and leaves out material facts
Motorwerks failed to admit that they TOLD ME, after I specifically asked them, that replacing the Knock Sensor would remedy the warning lights and reduced power They did NOT tell me, and there is absolutely no documentation to suggest, that "replacing the knock sensor was the first step." If it was simply the "first step," why did they charge me $for diagnosis? How many "steps" was it going to take, Motorwerks? Do they tell ALL of their customers that the $diagnosis fee will only cover the "first step"? Obviously, they are admitting that their diagnosis was incorrect, yet claim NO liability...good business practices (see Extreme Sarcasm) I paid them for a diagnosis, and they simply gave me a "what if" or a "we THINK it's X"? I didn't pay for a "what if" or "we THINK it's X" or a "first step" I paid them for a proper diagnosis, which they obviously screwed up
Further, they TOLD ME, when I specifically asked them, that it was OK to continue to drive my car prior to replacing the knock sensorIf they would have advised against it, I wouldn't have driven it I am not the "expert" and I PAID them for diagnosis! If it was advice they gave me (which it obviously was), then that's on them Again, I am not the expert
Also, they are seemingly trying to use the "we found engine sludge in his engine" against me Well, when one goes to the doctor and complains about X, Y or Z, the doctor checks his/her patient's history, right? Why didn't Motorwerks check my vehicle history if "replacing the knock sensor was the first step" or when they diagnose a customer's car and are not sure what the problem may be? It should be noted that, what I have learned since, is the purpose of a knock sensor is to detect and alert to an engine "knock," which means that there could be something internally wrong with the motor A knock sensor is like a stethoscope used by a doctor...it's secured to the engine and detects problems within In my case, it seems that the knock sensor did exactly what it was designed to do, i.edetected a knock, which was what caused my engine to seize Why did Motorwerks advise that I replace the knock sensor, when the knock sensor seemed to do what it was designed to do? To me, Motorwerks knew about the presence of engine sludge and damage to my motor, but tried to sell me on $2,worth of services (replace the knock sensor) on a damaged engine And then, after I spent that money with Motorwerks, they would then sell me on MORE services, knowing that replacing the knock sensor would not remedy the warning lights and loss of power That is fraudulent, misleading, and deceitful business practices
Finally, they claimed that they offered me "several cost effective repair options with discounts." That is an outright lie They offered to replace my engine for $29,804.81, but discounted it to $20, NO OTHER "COST EFFECTIVE REPAIR OPTIONS WITH DISCOUNTS" were extended In fact, common sense tells you that there is ONLY one "option" to replace a useless engine....which is to REPLACE the useless engine Motorwerks, you liars Show me additional "options" that you extended....I'd love to see them
Motorwerk's business practices are misleading, fraudulent and deceitful, or at the very least are absolutely incompetent The public needs to know

Initial Business Response /* (1000, 5, 2015/10/08) */
Good afternoon Mr***,
Thank you for forwarding this consumers concern to our attention
The concerns have been addressed with this consumer Please see the attached files as proof of such
The consumer also received proof of his
refund on 9/30/which is also attached for your review
We ask though please that these documents attached are not included in public view due to privacy laws for the consumers protection but have provided them to show your offices the proper contact, handling & actions occurred
Thank you in advance for your consideration
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Motorwerks BMW re-listed the vehicle for sale for almost weeks before it refunded my deposit
Motorwerks BMW never corrected the listing even with the knowledge that the car was in an accident

Initial Business Response /* (1000, 5, 2016/02/15) */
Good afternoon & thank you for the opportunity to address this customers concern
We have communicated thoroughly with this customer on the situation
The customer is aware that we are working diligently on his behalf with BMW This is a
manufacturing issue from BMW, not an issue that Motorwerks caused nor has any direct control over
The customer is aware that we have ordered in different tail lamps as new replacements but all have arrived with the same issueWe also then ordered in several tail lights from opposite side hoping for a match, then sets together with no successCustomer is aware that we have BMW area rep involved & that he also has contacted BMW on the issue
Our BMW rep authorized the rare option to replace his tail lamps with like new, guaranteed & matching tail lamps off of a certified BMW on our lot = perfect condition Our store was willing to down that car = that car would have to be taken off availability until correct matching tail lamps were produced by BMW The client though declined this offer even though it would have solved the situation immediately for him
Customer is aware that BMW is working with the company producing the tail lamps & searching for a new matching set
When the customer left, after sharing all of this with him at each point in the process, he seemed to completely understand the situation appreciating as well that we were seeing this through with him to attain matching tail lamps
Motorwerks has this well documented that we had, well before he filed with your offices, contacted BMW on his behalf towards resolve on this
As we explained to the client, we appreciate his patience & understanding We feel for him that there is a slight difference in appearance & we also want them to a perfect matched set for him
We are still working towards this goal for him, which he is well aware of & will be in touch with him as soon as BMW is able to provide us with the proper matching set
Thank you for the opportunity to provide the facts of this situation & we welcome hearing from your offices if we can provide you with any documentation on this we are more than happy to