[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,
*** ***
***Please see copy of attached refund checkThe car had to be titled, registered and tax paid in order for you to be able to sell it back to us or to anyone elseWe took care of this with a Virginia title in an effort to save you money which is why you received the refund check
My management team spoke with you as did INo one "laughed in your face." I am going to assume that is a comment typed out of frustrationFrustration from your personal circumstanceYou and I spoke and agreed for you to come by and have me buy the car back for an above market value in an effort
to helpYou never showed up
I apologize that you have had to bring the car backI am certain that my service team will figure it outYour insurance company came out and they were the ones that made the decision whether or not to cover itI am being told that you claimed to have hit a tire in the road and blamed
the mechanical failure on thatThere was no evidence whatsoeverPlease don't take that out on us sirWe are an honest shopI do not care to be part of any situation that is lacking 100% truth. It is not uncommon for a 6-year old series with 125,miles to need major service workWe have not determined whether the current issue had anything to do with the prior oneBut we willAnd I will be as fair as possible in helping to resolve 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.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are...
rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:BMW of Fairfax has not resolved the situation, only acknowledging they will look into it.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:WHETHER IT BE WITH BMW DIRECT OR THE PLACE THAT SERVICES MY BMW; THE RECALLS ALL COME DIRECTLY FROM BMW SO DEALER CAN FILE DIRECT AND HOPEFULLY GET A FASTER RESOLUTION SINCE THEY ARE BASICALLY THE MIDDLE MAN IN THESE CIRCUMSTANCES. IN THE END BMW IS RESPONSIBLE, THE DEALER DOES THE WORK FOR THEM?
Regards,
[redacted]
I apologize. I can certianly understand your frustration. I will look into the matter this morning and have one of my staff follow up to make sure everything is crystal clear. Mike W[redacted]-General Manager
I understand exactly how you feel. Please allow me to get further educated on your particular visit and I will follow up with you shortly Mike W[redacted]-General Manager
The car was not scratched by service advisor. Yet, we still buffed and polished it for the client. Enough with acting like car suffered damage because someone leaned up against it. I'm sorry, but this is ridiculous at this point
Please see attached We had this vehicle in service couple weeks
ago. It was towed here from customer’s house for slashed
convertible top. Customer also indicated that wants us to replace
catalytic converters under recall as her mechanic that she takes
vehicle too, told her that car will...
need them. Customer referring to
voluntary recall for programming DME and SMG modules. In some
instances when programming wouldn’t work to get rid of “Check
engine Light” catalytic converters would have to be replaced.
From our history with this vehicle (vehicle
was here 9 times in its lifespan for recalls and warranty work only)
One of them our service department performed in 2012 and programmed
DME with new software. At that time vehicle didn’t need additional
repairs. And even if car needed repair BMW at that time extended
catalytic converter warranty to 10years/unlimited mileage.
Here is the biggest twist in this story.
When you read recall information, vehicles affected by programming
are 2001-2006 year model but extension on catalytic converters are
only on cars made by April of 2003. [redacted]’s car
wasn’t even made till 07/2004 and in service date shows 11/17/2004.
I had explained all of
that in details to the client as she also had a copy of the recall
information sheet in her car printed by some third party shop.
Vehicle was also towed from our service department to another place
for repairs as her insurance company couldn’t afford to have it
fixed with us and I was unable to perform AirBag recall. By now I do
have parts available for [redacted] and can install her AirBag as
soon as possible.
I’m also attaching bulletin info for
reference.Voluntary
Emissions Recall [redacted]: [redacted] - DME Reprogramming for Catalyst
Conversion DiagnosisNew information provided
by this revision is preceded by this symbol .This Service Information
bulletin supersedes [redacted] dated
October 2009.PERFORM THE PROCEDURE
OUTLINED IN THIS SERVICE INFORMATION ON ALL AFFECTED VEHICLES THE
NEXT TIME THEY ARE IN THE SHOP FOR MAINTENANCE OR REPAIRS.MODEL
[redacted] Coupe and Convertible with
S54 produced from 05/01 to 09/06
Situation
The DME programming, as
originally installed, may cause the OBD diagnostic to erroneously
evaluate the efficiency of the catalytic converters. Consequently,
the "Service Engine Soon" lamp may be illuminated with
fault codes [redacted] ("Catalyst conversion bank 1") and/or [redacted]
("Catalysts conversion bank 2") stored in the DME control
module.This diagnostic software
error would not cause any drivability problems.In order to remedy this
situation, BMW is conducting a Voluntary Emissions Recall Campaign to
reprogram the DME control module (and SMG control module on SMG 2
equipped cars) on all affected vehicles. In addition, for MY 2002 and
MY 2003 vehicles up to April 2003 production, the emissions warranty
for the catalytic converters of the affected vehicles is extended to
10 years / unlimited miles.
Copies of the customer
letters are attached.Affected
VehiclesThis Recall Campaign
involves MY 2002-2006 M3 Coupe and Convertible vehicles with S54
engines, which were produced from 05/11/2001 up to 08/24/2006.In order to determine
whether a specific vehicle has had this Emissions Recall Campaign
completed or is affected by this Recall Campaign, first check if the
Recall Completion Label SD 92-381 is attached to the right
(passenger) rear side of the hood in the engine compartment, close to
the windshield. If the label is found, the campaign has already been
performed. If the Recall Completion Label is not present, it will be
necessary to utilize the "Service Menu" of DCSnet (Dealer
Communication System) or the Key Reader. Based on the response of the
system, either proceed with the corrective action or take no further
action.The chassis number
ranges listed below are only
for informational purposes, and are not to be considered the only
deciding factor.
Model
Chassis Number Range
M3 Coupe
[redacted]
[redacted]
M3 Convertible
[redacted]
[redacted]
CORRECTIONOn all affected
vehicles, reprogram the DME control module using ISTA/P 2.33.1 or
higher.In addition, the SMG
control module has to be reprogrammed on all SMG2 transmission
equipped vehicles.IMPORTANT NOTE:Prior to performing the
programming session, remove Fuse 24 from the fuse panel located in
the glove box, in order to deactivate the rear view mirror.
Failure to remove this
fuse prior to programming may result in a permanent failure of the
mirror.
When the programming
session is complete, reinstall the fuse prior to clearing the fault
codes.Label
Instructions
After the vehicle has been checked
and corrected, obtain a label (SD 92-381) and, with a ballpoint
pen, print your dealer code (5 digits) on the Recall Completion
Label (see illustration). An initial quantity of 100 labels will
be sent to all BMW automotive centers. Peel the label from its
backing and affix it to the right (passenger) rear side of the
hood in the engine compartment, close to the windshield.
For
California centers only:
It is required by the California Code of Regulations that an executed
orange "Vehicle Emission Recall - Proof of Correction"
certificate (SD92-084, see illustration) be provided to each customer
(for vehicles registered in the state of California), once the Recall
on his or her vehicle has been completed.Note:
Additional labels can be ordered online at BMW TIS.WARRANTY
INFORMATIONThe repair described in
this bulletin is covered under warranty regardless of time or
mileage. Reimbursement for this Recall will be via normal claim entry
utilizing the following information:
Defect Code:
[redacted]
Labor Operation:
Labor Allowance:
Description:
[redacted]
Refer to the KSD2*
Reprogram DME module
00 58 121
Refer to the KSD2*
Reprogram DME and SMG control modules
*Labor time allowances
can be located in the KSD2 by entering the VIN, clicking on the
Search
button and then entering the listed flat rate in the FR
code
field.Also, for E46 M3 MY 2002
and MY 2003 vehicles (up to April 2003 production), when the catalyst
replacement is required, the following warranty information should be
used:
Defect Code:
[redacted]
Labor Operation:
Labor Allowance:
Description:
Refer to the KSD2
Refer to the KSD2
Replace catalytic converters
*Main Work - use this
labor operation number when this is the only repair being performed,
or if this is the main repair when performed along with other repairs
at the same
[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,
*** ***
***Please see copy of attached refund checkThe car had to be titled, registered and tax paid in order for you to be able to sell it back to us or to anyone elseWe took care of this with a Virginia title in an effort to save you money which is why you received the refund check
My management team spoke with you as did INo one "laughed in your face." I am going to assume that is a comment typed out of frustrationFrustration from your personal circumstanceYou and I spoke and agreed for you to come by and have me buy the car back for an above market value in an effort
to helpYou never showed up
I apologize that you have had to bring the car backI am certain that my service team will figure it outYour insurance company came out and they were the ones that made the decision whether or not to cover itI am being told that you claimed to have hit a tire in the road and blamed
the mechanical failure on thatThere was no evidence whatsoeverPlease don't take that out on us sirWe are an honest shopI do not care to be part of any situation that is lacking 100% truth. It is not uncommon for a 6-year old series with 125,miles to need major service workWe have not determined whether the current issue had anything to do with the prior oneBut we willAnd I will be as fair as possible in helping to resolve it
We have reached out to the client and apologized
[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.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are...
rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:BMW of Fairfax has not resolved the situation, only acknowledging they will look into it.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:WHETHER IT BE WITH BMW DIRECT OR THE PLACE THAT SERVICES MY BMW; THE RECALLS ALL COME DIRECTLY FROM BMW SO DEALER CAN FILE DIRECT AND HOPEFULLY GET A FASTER RESOLUTION SINCE THEY ARE BASICALLY THE MIDDLE MAN IN THESE CIRCUMSTANCES. IN THE END BMW IS RESPONSIBLE, THE DEALER DOES THE WORK FOR THEM?
Regards,
[redacted]
I apologize. I can certianly understand your frustration. I will look into the matter this morning and have one of my staff follow up to make sure everything is crystal clear. Mike W[redacted]-General Manager
I understand exactly how you feel. Please allow me to get further educated on your particular visit and I will follow up with you shortly Mike W[redacted]-General Manager
A manager has reached out. I am sorry that we were unable to remedy this to your satisfaction
The car was not scratched by service advisor. Yet, we still buffed and polished it for the client. Enough with acting like car suffered damage because someone leaned up against it. I'm sorry, but this is ridiculous at this point
Please see attached We had this vehicle in service couple weeks
ago. It was towed here from customer’s house for slashed
convertible top. Customer also indicated that wants us to replace
catalytic converters under recall as her mechanic that she takes
vehicle too, told her that car will...
need them. Customer referring to
voluntary recall for programming DME and SMG modules. In some
instances when programming wouldn’t work to get rid of “Check
engine Light” catalytic converters would have to be replaced.
From our history with this vehicle (vehicle
was here 9 times in its lifespan for recalls and warranty work only)
One of them our service department performed in 2012 and programmed
DME with new software. At that time vehicle didn’t need additional
repairs. And even if car needed repair BMW at that time extended
catalytic converter warranty to 10years/unlimited mileage.
Here is the biggest twist in this story.
When you read recall information, vehicles affected by programming
are 2001-2006 year model but extension on catalytic converters are
only on cars made by April of 2003. [redacted]’s car
wasn’t even made till 07/2004 and in service date shows 11/17/2004.
I had explained all of
that in details to the client as she also had a copy of the recall
information sheet in her car printed by some third party shop.
Vehicle was also towed from our service department to another place
for repairs as her insurance company couldn’t afford to have it
fixed with us and I was unable to perform AirBag recall. By now I do
have parts available for [redacted] and can install her AirBag as
soon as possible.
I’m also attaching bulletin info for
reference.Voluntary
Emissions Recall [redacted]: [redacted] - DME Reprogramming for Catalyst
Conversion DiagnosisNew information provided
by this revision is preceded by this symbol .This Service Information
bulletin supersedes [redacted] dated
October 2009.PERFORM THE PROCEDURE
OUTLINED IN THIS SERVICE INFORMATION ON ALL AFFECTED VEHICLES THE
NEXT TIME THEY ARE IN THE SHOP FOR MAINTENANCE OR REPAIRS.MODEL
[redacted] Coupe and Convertible with
S54 produced from 05/01 to 09/06
Situation
The DME programming, as
originally installed, may cause the OBD diagnostic to erroneously
evaluate the efficiency of the catalytic converters. Consequently,
the "Service Engine Soon" lamp may be illuminated with
fault codes [redacted] ("Catalyst conversion bank 1") and/or [redacted]
("Catalysts conversion bank 2") stored in the DME control
module.This diagnostic software
error would not cause any drivability problems.In order to remedy this
situation, BMW is conducting a Voluntary Emissions Recall Campaign to
reprogram the DME control module (and SMG control module on SMG 2
equipped cars) on all affected vehicles. In addition, for MY 2002 and
MY 2003 vehicles up to April 2003 production, the emissions warranty
for the catalytic converters of the affected vehicles is extended to
10 years / unlimited miles.
Copies of the customer
letters are attached.Affected
VehiclesThis Recall Campaign
involves MY 2002-2006 M3 Coupe and Convertible vehicles with S54
engines, which were produced from 05/11/2001 up to 08/24/2006.In order to determine
whether a specific vehicle has had this Emissions Recall Campaign
completed or is affected by this Recall Campaign, first check if the
Recall Completion Label SD 92-381 is attached to the right
(passenger) rear side of the hood in the engine compartment, close to
the windshield. If the label is found, the campaign has already been
performed. If the Recall Completion Label is not present, it will be
necessary to utilize the "Service Menu" of DCSnet (Dealer
Communication System) or the Key Reader. Based on the response of the
system, either proceed with the corrective action or take no further
action.The chassis number
ranges listed below are only
for informational purposes, and are not to be considered the only
deciding factor.
Model
Chassis Number Range
M3 Coupe
[redacted]
[redacted]
M3 Convertible
[redacted]
[redacted]
CORRECTIONOn all affected
vehicles, reprogram the DME control module using ISTA/P 2.33.1 or
higher.In addition, the SMG
control module has to be reprogrammed on all SMG2 transmission
equipped vehicles.IMPORTANT NOTE:Prior to performing the
programming session, remove Fuse 24 from the fuse panel located in
the glove box, in order to deactivate the rear view mirror.
Failure to remove this
fuse prior to programming may result in a permanent failure of the
mirror.
When the programming
session is complete, reinstall the fuse prior to clearing the fault
codes.Label
Instructions
After the vehicle has been checked
and corrected, obtain a label (SD 92-381) and, with a ballpoint
pen, print your dealer code (5 digits) on the Recall Completion
Label (see illustration). An initial quantity of 100 labels will
be sent to all BMW automotive centers. Peel the label from its
backing and affix it to the right (passenger) rear side of the
hood in the engine compartment, close to the windshield.
For
California centers only:
It is required by the California Code of Regulations that an executed
orange "Vehicle Emission Recall - Proof of Correction"
certificate (SD92-084, see illustration) be provided to each customer
(for vehicles registered in the state of California), once the Recall
on his or her vehicle has been completed.Note:
Additional labels can be ordered online at BMW TIS.WARRANTY
INFORMATIONThe repair described in
this bulletin is covered under warranty regardless of time or
mileage. Reimbursement for this Recall will be via normal claim entry
utilizing the following information:
Defect Code:
[redacted]
Labor Operation:
Labor Allowance:
Description:
[redacted]
Refer to the KSD2*
Reprogram DME module
00 58 121
Refer to the KSD2*
Reprogram DME and SMG control modules
*Labor time allowances
can be located in the KSD2 by entering the VIN, clicking on the
Search
button and then entering the listed flat rate in the FR
code
field.Also, for E46 M3 MY 2002
and MY 2003 vehicles (up to April 2003 production), when the catalyst
replacement is required, the following warranty information should be
used:
Defect Code:
[redacted]
Labor Operation:
Labor Allowance:
Description:
Refer to the KSD2
Refer to the KSD2
Replace catalytic converters
*Main Work - use this
labor operation number when this is the only repair being performed,
or if this is the main repair when performed along with other repairs
at the same
Then you would want to file a complaint with BMW of North America as opposed to the individual dealership to be fair. Right?