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Brian's Appliance & Refrigerator

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Reviews Brian's Appliance & Refrigerator

Brian's Appliance & Refrigerator Reviews (10)

We appreciate the opportunity to review this customers concerns & provide relevant details.? ? We have reached out to *** directly to review & address with him.? We have apologized to him & do accept responsibility for the gap in communication? with his salesman that
was unintentional? which has been addressed with our staff.? This vehicle has 98xxx miles on it & was sold AS IS due to mileage & conditions noted on the safety inspection.? ? He signed the AS IS statement when purchasing this vehicle & declined any extended warranty options that may or may not have offered him coverage on the items he has noted if he had purchased the extended warranty option.? ? *** chose not to test drive this vehicle before purchase which is unusual.? ? As all clients do he had the right to have it inspected by his own mechanic prior to purchase.? Prior to selling this vehicle our shop performed a standard safety inspection, an oil change service, replaced the rear brake pads & rotors also replaced a turn signal bulb.? ? ? As of todays date we have provided him with a copy of our inspection report findings, reviewed the findings of our inspection & offered our cost on any of the items he would like to have done at our shop along with a rental car for day during the repairs if needed.? We have also offered to take a look at the heat shield & if possible resecure it so that it is not rattling to which he has agreed to accept.? ? ? ? Thank you for the opportunity to address & provide the relevant details.? ? We do pride ourselves in excellent customer service & hope to regain this customers loyalty

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

? I am rejecting this response because:
The information provided to me was inaccurate, the transfer case was and still is working fine, the diagnosis went from transfer case to actuator motor.? I was not provided any documentation on what was communicated by the technicians for repairs even though I requested it multiple times.the reason I believe that Motowerks is solely focused on the costly repairs is that when I brought up my seat heater malfunction they did not address it telling me that BMW does not address those concernsOnly after my complaints did the bring it up and that too at a significant cost to myselfThere is no concern as to why the seat heater burnt a hole through the cushion as well as my pantsThey are not concerned about the customers safety rather it seems they are just a parts replacement shop

Revdex.com NOTE: Received 'rebuttal' response from business via e-mail, including PDF attachments of a credit report disclosure and motor vehicle retail installment contractPDF's are attached; text of accompanying e-mail reads as follows:? We dispute the clients claims & have proof that she is being completely dishonest attached as well as below for your review.Why she is making claims & trying to escalate this situation beyond necessary we are not sureAll we can do is provide the facts for your review which thankfully are well documented.This client absolutely knew & agreed 100% signing out with the BMW Financial Services.? See the attached truth in lending disclosure that she clearly signed acknowledging acceptance that day of financing with BMW.? ? Yes she was preapproved with Wings, we showed her she was also approved with BMW FS & she chose that option that day as the benefits were better.Her stories of how she was taking the car & how she believes we were going to release the car to her based on her belief that we were going to call her bank the next day are simply...her stories.? ? We have never in the year history of our business, released a car without a fullfilled purchase financial committment.? ? Her claims of scam & other statements are completely unfounded.? Tom has been with us for years & in the business over years without a single complaint or issue.? ? ? We have processed car deals with Wings Financial & other banks hundreds of times a yearWe are happy to finance with whomever the client decides to finance with.? ? As in this case, we presented the options for Wings vs BMW, she decided at the time that the BMW finance options were better (as witnessed by several employees in the discussions including her salesperson )? & she chose BMW as proven by her signatures on the attached for your review.? The forms are in place to document what decisions were made.Had she chose Wings that day, the Wings disclosure & forms would have been processed for her signatures that day but that is now what occurred as proven by attached.The client then changed her mind, likely after speaking with her bank on Monday.? ? She called wanting it changed, as proven in our past communications, even though not normally done,? we promptly? took care of the request to get that handled for herThere was no reason to file a complaint, we already had told her that we would get it handled for her.? We already had a Fon its way out to her at the time she was filing a complaint.We are still confused why she filed a complaint & has taken this stance but provide all the documents to prove what we have said is correct.In her statement to your offices, her item #is completely false.? As proven in the original documents we sent to you & in the forward below, she received the documents on Wednesday morning the 13th.? She was told she needed to complete them right away & return them that same dayWhich she promised to do.? In her statement she falsely claims she received them on the 15th, returned them on the 15thThat is not true.? Please see attachments previously sent to you showing that she did not complete the documents as promised, as was dueShe held the documents for more than hours when they were to be returned to Fthe same day to secure the loan.? ? She was asked again Friday the 15th to get them signed & sent back right away to which she tried to tell Tom he needed to just call WingsHe explained again that is not how this works, we sent her the loan documents that she has to sign, she must return.Due to her not following? through on the stated process is why there was a risk of a repossession order being sent out as she had failed to fullfill the purchase obligation in the stated time frame.? ? As of hours that Friday morning of no response, no return Fnotification it was triggering a warningThis is not something we initiate, it is because she had not cooperated with the process? She had taken a car on Saturday, that she demaned financing be canceled on Monday & redone.? Highly unusual but we honored her request & needed her to cooperate to get the vehicle secured within a day or two, not going into nearly a week later with no security on the vehicle she had takenShe had refused to simply come into the store to resign for Wings, the Fprocess was explained to her but she held the documents, not completing them for more than hours as well days from when she had taken the vehicle.Our notes were not a threat, they were facts of the situation due to her stating she refused to come into the store to resign & due to her not returning the purchase documents, as were required, the same day she received them they were to be on their way back to us.? ? Simple facts of the situation which unfortunately were out of our control.As noted she finally did return the documents to Fafter p.mon the 15th, which we received the next morning & processed with BMW as well as with Wings to secure the loan, to stop the repossession notice before it became active.? ALl of which of course completed her purchase with Wings & with BMW.We refute her claims & the attached documents as well as below documents prove that she knowingly financed with BMW Financial Services.? Proves that we promptly did exactly as we stated & proves that the time lines she notes to your offices are falsified.Unfortunately she chooses to believe that she was somehow scammed, we do regret that she feels that way & ask that you review these documents which prove nothing of the sort happened.Thank you for your time & consideration.? Sincerely,Ursula CSI LeaderMotorwerks BMW

Revdex.com NOTE: It appears that Motorwerks responded to this promptly upon receipt, but e-mail and accompanying documents did not initially reach Revdex.comBusiness re-sent response successfully, including attached PDF of accompanying docs.In response, Motorwerks provided copies of e-mails sent to customer on
2/and 2/14, explaining that the dealership has submitted paperwork to 'Fast Track' the customer's title at its own expense, and will not be buying his vehicle back, as the customer requests.E-mails read as follows:? SENT 2/13/18......Hi *** ***We understand your frustrationThis issue has been the sole result of the new license and registration system (MNLARS) that went live in the whole state of Minnesota two days after you bought your vehicleAll the transactions that we used to be able to do quickly were either slowed down or not available to us at all----which was not made known to us before the system went live.This new system caused great delays in getting your vehicle registered and also getting the title printed---so we were not able to follow the timelines of the MN statutes due to the state’s own admittance to these issues??"so these timelines for registration and submitting documents are extremely subjective due to the specific issues each title is facing(the title for your other vehicle might not have had any issues and also we found out the state was picking and choosing which titles to process and not necessarily going in order of date--- We have some customers that purchased in the summer and are still waiting on titles while we have other customers that bought in December and received their title already in January----the state has already gotten in trouble for doing this.Your vehicle has already been registered to your name since 10/13/17….so we cannot stop the transfer…it has already happenedThe issue is not registration----the issue is getting the rest of your documents cleared with the state so they can get your title printed.We were told by our local DMV that we had to wait for a letter from the state of MN before we could send in the rest of your documents in to clear----and we still haven’t received that letter to this dayHowever---I had just found out in the last week that this process has changed and that we can now send in missing documents without waiting for the state to update their records first.? Since I have found this out---I have been working on clearing many other titles as well and I just hadn’t gotten to yours yetBut I will be putting your “title clearing” to the top of the pile.I also have just found out that under “extra-ordinary” circumstances that the state “might” allow a title to be “fast tracked” under the new “MNLARS” system-----for example---leaving the country.However I cannot fast track this title through our local DMV…..we are forced to send it directly to the state of MN.So since I have to order checks to pay for the clearing and fast tracking---the earliest I will be able to send your documents to the state of MN will be this Thursday 02/15/18……and then hopefully the state will approve the “fast track” and clear your title within the next couple of weeks….but there is no guarantee that they will approve it….all we can do is send it and apply for the fast track and the rest is up to the state of MN…..so we have no actual control as to when they will process it.? From: ***,Cathy Sent: Wednesday, February 14, 12:PMTo: ? ? Cc: ***,Matt Subject: COPY OF WHAT SENDING TO STATE OF MN? Hi *** ***I attached some of the documents that I will be sending to clear your titleI can't show you all of them due to previous owner privacy...but I have included the following:1) FEDEX LABEL that has tracking number of when the state will receive the paperwork--(the state should be receiving your paperwork on Thursday, FEB 15th---but it's hard to know when they will process it)2) copy of the application to "EXPEDITE" your title clearing process3) copy of the checks used to pay for the clearing and the expediting fee? I sent the proper documents along with the items listed above to clear your title so the state can print it and send it to you.? THANK YOU,CATHY ***TITLE CLERKMOTORWERKS BMW/MINI###-###-####

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

? 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,? *** ***? ?

Thank you for the information on this unfortunate complaint.? ? We have attached a copy of the AS IS agreement that this client signed.? This client, as all clients do, had the opportunity to have this vehicle inspected by a mechanic of his own prior to purchase, prior to ownership
which he did not exercise his rights to do so.? This client also had the opportunity to purchase extended warranties on this vehicle that may, or may not have, provided him assistance with the issues that it is having but he declined those options when he purchased this vehicle AS IS.? ? ? While we do feel for this client that the vehicle has had issues, it was clearly disclosed that it was an AS IS sale & was so due to the fact that this is a vehicle, produced & in service in it is over years old with unknown history.? ? The clients claims & contentions are concerning but untrue.? ? We always are happy to share inspection reports, have them have their own mechanic look cars over before making a purchase decision.? At the time of purchase this client declined those options, test drove the vehicle & made a decision to purchase it as his own risk.? The AS IS disclaimer was posted on the vehicle itself & as well printed off, signed by the client, copies given to this client.? The vehicle pricing was reduced below retail as well due to the AS IS nature of the sale.? ? The client has engaged in language & behaviors that we will not condone nor subject our staff to which is why we have ceased communications with him after trying initially.? ? We refute his claims & will not be supporting his requests on his AS IS purchase wherein he declined the extended warranty coverage that may have provided the coverages he is seeking after the fact.? Please see the attached documentsThank you

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

Good afternoon, we appreciate the opportunity to provide the true & relevant facts on this case as follows.? ? Mr***'s BMW is an older model with over 100,miles on itThe issues that its seeing, the service history expense that it has had it not unusual for a vehicle
of this type over 100,mile.? When Mr***'s BMW was in our care to estimate the cause of an oil leak spot on his garage floor we took photos, see attached please, as we advised him that there was significant oil or fluids leaking on his vehicle.? So much so it was so dirty at that time it was not possible to determine where the oil leak, or leaks as they maybe, were coming fromIn discussions with Mr***, instead of guessing on what might be leaking, we suggested that he allowed us to pressure wash the engine & trans area first to get it cleanThen have him come back after putting some miles on it so that we could look to see where in fact an actual leak was? coming from on the cleaned engine in order to provide him with an accurate diagnosisMr*** agreed with our ethical suggestion & we cleaned the engine components, discussed him coming back in - 1,miles so that the now cleaned engine would easier to see where or what is leaking.? ? ? Instead Mr*** took it to another shop, which then as expected would happen after it was cleaned & driven as we suggested, saw an oil leak that we also would have seen had we had the opportunity to complete the diagnosis process that we had discussed at our shopWe are happy that our efforts to clean the engine & have him drive it did produce the results that we discussed with himOur service manager called Mr*** to discuss his concerns one on one, offered to have him bring his vehicle in, stay with his vehicle the entire time while we brought it into our shop so that we could show him first hand of our findings on the CV boot.? ? He explained we stand behind our BMW certified technicians findings, which were verified by our shop foreman as well the day his car was here.? ? That we would happy to show him the issue in personMr.*** unfortunately though was argumentative to the point where it was not possible to continue the conversation as the client refused to listen or accept our offer to stand behind our findings, to show him in person what we were? quoting, what we had reported to him.? ? He stated his car was at an independent shop & he would not cooperate in a civil conversation effortMr***'s contentions that we mislead him on the upper CV boot have proven to be caused by an incorrect, incomplete inspection by his? independent aftermarket shop he refers as reputable.? ? ? Out of concern our service manager called the manager of that independent shop to discuss this clients accusations & talked with him about our findings on the CV boot as it posed a safety issue for this client.? Asked him to personally go out to the car with his technician & look exactly where we had, where he would find the torn CV boot, void of all grease in fact as we had advised this client of 100% correctlyThat manager did so & called us back to apologize that his technician, the shop Mr*** trusted instead of a certified BMW mechanic, had in fact completely missed in his inspection.? ? The aftermarket shop not only failed to find the torn & damaged component that we correctly identified as safety issue but also gave the customer information creating the majority of his discontent as they told him they? looked it, they incorrectly told him it was not torn.? Their shop was fraudulent in their? business practices at worst case causing this customer to be so upset, not competent to examine the CV boot issue at best.? This aftermarket shop manager, after being told by our reputable business where to find the failure 100% verified that our findings were spot on.? In fact the boot had leaked out all the axle grease as we stated & needed the axle replaced once they were in there working on it with the boot off to see all of the damage it had sustainedThis was a safety issue had it come apart while driving that our shop quoted & their shop denied existed initially until informed by our shop where to look, how to find itThe aftermarket shop has apologized to us for their part in this situation as their error or unskilled tech provided information to this client which was categorically false.? ? Their statements could have caused a serious concern had we not called them out of concern for this customers safety to help them correctly identify the safety issue to keep this customer from a serious issue had he believed them on their initial incorrect statementsOur store has credited back the diagnostic fee on the recent visit? per Mr***'s request as a goodwill gesture to him? even though our diagnosis on all? was 100% correct which we will stand by every day with our factory trained certified technicians providing honest, ethical & true diagnosisWe appreciate the opportunity to provide the true facts in this case, thank you for your consideration & wish Mr*** all the best with his choice of automotive repair shops~~~~~~~~~~~~~~~~~~~~~ Sincerely, Ursula CSI Leader Motorwerks BMW

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