Carlsbad Exclusive Auto

Hi ***Thank you for you attention to this matterBelow you will find the customer
complaint in black font and our response to the customer complaint in blue fontFeel free to contact us with any questions or clarification.Customer concern below,"January my BMW Xdeveloped a bad oil leakI looked online for a local BMW specialists and took my car to Carlsbad Exclusive Auto". * Mr*** came to us and said he was new to town and recently bought an BMW XHe stated the vehicle has an engine oil leak from what he believed to be from a high pressure source and requested us to evaluate the engine for oil leaks. "After their diagnosis I was presented with almost a $repair bill". * A repair order was generated on February 9, 2015 (see attach repair order). During the check for oil leaks we found the left and right upper timing cover gaskets leaking engine oil, alternator bracket seal (or accessory bracket) leaking engine oil, and a transmission sealing sleeve leaking transmission fluid. Customer also stated the vehicle suspension level light was on and the right rear of the vehicle is dippingWe checked and found no fault codesDuring the time the vehicle was in the shop we observed the rear suspension dipping on the rightWe recommended and estimated a right rear suspension air bag replacement and the option to replace left and right rear suspension air bags. The customer stated he would order the air bags himself and request us to install next time in."I have been repairing my own cars for over years and the only reason I couldn't undertake this work was because none of my tools had arrived as they were part of the relocation shipping processAs the oil leak was bad I knew it was coming from a high pressure source so decided to have the oil leak that fitted this scenario repairedThe total was $After days the car was ready so I picked it up and paid the bill "* The customer vehicle was only here for one day(see repair order *** attached) Dated Feb9, and paid on Feb10, " I was told the underside of the car was spotless and you could, "eat your dinner off it" as I wanted to be sure if it was leaking any oil I would be able to easily see thisAfter one day it was apparent it was still pouring oil from the same location and the engine bay had never been cleaned".* The service writer was misinformed of the oil cleaning and the only area cleaned was the immediate repair areaThe customer declined to repair any additional oil leaks and only address the high pressure oil leak(see pictures and diagram)This repair is located lower and left front side of the engineOil leaks found above repair location. "At this point I looked at the car and could see no evidence of ANY work being undertaken.I then took the car to another BMW specialist and they verified nothing had been done (i still have this paperwork and pictures)". "I took the car back to Carlsbad Exclusive Auto the next day and explained the situation". * Mr*** came back the next day very agitated and combative and accusing everyone of not even perform a repair. "After some uncomfortable conversations they put the car on the ramp and told me that they must had damaged another rubber o-ring when they were building it back up (this was not the case)"* We put the vehicle on the rack and proceeded to show Mr*** the leaking o-ring damaged during the seal replacementMr *** and the Technician/Owner discussed the o-ring damaged during the repair and both agreed that stuff happens. "I wanted to be reasonable and decided that I would ask them to repair the other oil leaks which totaled $while they were rectifying this issue"* See attached repair order *** for additional oil leak repairs.
"The day I picked the car up it broke own on the freeway as they hadn't connected the battery back up properly", * Mr*** called us after pick up and said there is a problem with the battery cable and the vehicle had malfunction lights turning on the dash.A repair order generated on 3-6-to look into a battery cable issue(see attach repair order ***) There is an engine electronic disconnect in the engine compartment and the battery cable was never removed from the battery during the oil leak repair. Customer took the battery cable off and placed aluminum foil to take up the gap. We found the intelligent negative battery cable would not properly secure to the battery due to the cable connection being stretched out.
Customer authorized battery cable replacementNo Charge Labor
"this was a very dangerous situation and my pregnant wife and children were in the car". * We test drove the car for a total of miles after the oil leak repair with customers consent to recheck the oil leaks and had no electronic issues(see attach repair order ***) BMW vehicles as with any vehicle can have an issue or malfunction at any given time and for no apparent reason."Around months later the car was leaking oil from the same partI have now done the job myself and discovered the bolts were loose on the part they had attempts to fix"* Mr *** just needed to bring to our attention of a new oil leak two months later as the oil leak repairs are covered under warranty with us and/or through BMW. * We are very fair and only use genuine or O.E.MpartsWe were also very considerate of The ***s and installed the customer supplied rear suspension air bags at no cost to the customerWe re-reimbursed rental car expenses for the ***sWe installed new intelligent battery cable at no charge labor alsoWe test drove the vehicle at total of miles with the customers permission to verify the oil leak was corrected before returning the vehicle to Mr***.
We were also under the impression everything was resolved as we saw him at an eatery nearby and asked if everything was alrightMr*** said everything was great and he will call for some service itemsWe only want to help out people and save them money on repairs in the process here at Carlsbad Exclusive Auto

Hi ***Thank you for you attention to this matterBelow you will find the customer complaint in black font and our response to the customer complaint in blue fontFeel free to contact us with any questions or clarification.Customer concern below,"January my BMW Xdeveloped a bad
oil leakI looked online for a local BMW specialists and took my car to Carlsbad Exclusive Auto". * Mr*** came to us and said he was new to town and recently bought an BMW XHe stated the vehicle has an engine oil leak from what he believed to be from a high pressure source and requested us to evaluate the engine for oil leaks. "After their diagnosis I was presented with almost a $repair bill". * A repair order was generated on February 9, 2015 (see attach repair order). During the check for oil leaks we found the left and right upper timing cover gaskets leaking engine oil, alternator bracket seal (or accessory bracket) leaking engine oil, and a transmission sealing sleeve leaking transmission fluid. Customer also stated the vehicle suspension level light was on and the right rear of the vehicle is dippingWe checked and found no fault codesDuring the time the vehicle was in the shop we observed the rear suspension dipping on the rightWe recommended and estimated a right rear suspension air bag replacement and the option to replace left and right rear suspension air bags. The customer stated he would order the air bags himself and request us to install next time in."I have been repairing my own cars for over years and the only reason I couldn't undertake this work was because none of my tools had arrived as they were part of the relocation shipping processAs the oil leak was bad I knew it was coming from a high pressure source so decided to have the oil leak that fitted this scenario repairedThe total was $After days the car was ready so I picked it up and paid the bill ".* The customer vehicle was only here for one day(see repair order *** attached) Dated Feb9, and paid on Feb10, 2015." I was told the underside of the car was spotless and you could, "eat your dinner off it" as I wanted to be sure if it was leaking any oil I would be able to easily see thisAfter one day it was apparent it was still pouring oil from the same location and the engine bay had never been cleaned".* The service writer was misinformed of the oil cleaning and the only area cleaned was the immediate repair areaThe customer declined to repair any additional oil leaks and only address the high pressure oil leak(see pictures and diagram)This repair is located lower and left front side of the engineOil leaks found above repair location. "At this point I looked at the car and could see no evidence of ANY work being undertaken.I then took the car to another BMW specialist and they verified nothing had been done (i still have this paperwork and pictures)". "I took the car back to Carlsbad Exclusive Auto the next day and explained the situation". * Mr*** came back the next day very agitated and combative and accusing everyone of not even perform a repair. "After some uncomfortable conversations they put the car on the ramp and told me that they must had damaged another rubber o-ring when they were building it back up (this was not the case)".* We put the vehicle on the rack and proceeded to show Mr*** the leaking o-ring damaged during the seal replacementMr *** and the Technician/Owner discussed the o-ring damaged during the repair and both agreed that stuff happens. "I wanted to be reasonable and decided that I would ask them to repair the other oil leaks which totaled $while they were rectifying this issue".* See attached repair order *** for additional oil leak repairs. "The day I picked the car up it broke own on the freeway as they hadn't connected the battery back up properly", * Mr*** called us after pick up and said there is a problem with the battery cable and the vehicle had malfunction lights turning on the dash.A repair order generated on 3-6-to look into a battery cable issue(see attach repair order ***) There is an engine electronic disconnect in the engine compartment and the battery cable was never removed from the battery during the oil leak repair. Customer took the battery cable off and placed aluminum foil to take up the gap. We found the intelligent negative battery cable would not properly secure to the battery due to the cable connection being stretched out. Customer authorized battery cable replacementNo Charge Labor"this was a very dangerous situation and my pregnant wife and children were in the car". * We test drove the car for a total of miles after the oil leak repair with customers consent to recheck the oil leaks and had no electronic issues(see attach repair order ***) BMW vehicles as with any vehicle can have an issue or malfunction at any given time and for no apparent reason."Around months later the car was leaking oil from the same partI have now done the job myself and discovered the bolts were loose on the part they had attempts to fix".* Mr *** just needed to bring to our attention of a new oil leak two months later as the oil leak repairs are covered under warranty with us and/or through BMW. * We are very fair and only use genuine or O.E.MpartsWe were also very considerate of The ***s and installed the customer supplied rear suspension air bags at no cost to the customerWe re-reimbursed rental car expenses for the ***sWe installed new intelligent battery cable at no charge labor alsoWe test drove the vehicle at total of miles with the customers permission to verify the oil leak was corrected before returning the vehicle to Mr***. We were also under the impression everything was resolved as we saw him at an eatery nearby and asked if everything was alrightMr*** said everything was great and he will call for some service items.We only want to help out people and save them money on repairs in the process here at Carlsbad Exclusive Auto

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Some points to note: very agitated and combative – This was not the case, I never even raised my voice.“The day I picked the car up it broke own on the freeway as they hadn’t connected the battery back up properly” - this happened before the battery cable was replaced as this is what prompted me to have a replacement part fitted. The battery terminal was removed by them at some point and never tightened…. It was finger tight. Mistakes do happen but their lack of concern or apology was the frustrating part.Mr [redacted] just needed to bring to our attention of a new oil leak two months later as the oil leak repairs are covered under warranty with us and/or through BMW. - after the issues caused trying to fix this oil leak I did not want this shop working on my car again, this is the reason I never took it back to them. After two attempts I wasn't prepared to give them a third. Honestly, I think two attempts is more than fair. This car cost me a lot of money and there is no way I was letting them anywhere near it again.I understand they are trying to protect their business but I really feel like there should be some sort of compensation given. I have had to (properly) re-do the job that they had two attempts to complete and charged me $600+ dollars for. This doesn't include the tools I had to buy to complete the job. The car has since done 5000+ miles and doesn't leak a drop of oil from the part in question. If I can do the job properly, first time, in my own garage, with limited tools then what does this say about the quality of their workmanship?   
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Some points to note:
 
very agitated and combative – This was not the case, I never even raised my voice.
“The day I picked the car up it broke own on the freeway as they hadn’t connected the battery back up properly” - this happened before the battery cable was replaced as this is what prompted me to have a replacement part fitted. The battery terminal was removed by them at some point and never tightened…. It was finger tight. Mistakes do happen but their lack of concern or apology was the frustrating part.
Mr [redacted] just needed to bring to our attention of a new oil leak two months later as the oil leak repairs are covered under warranty with us and/or through BMW. - after the issues caused trying to fix this oil leak I did not want this shop working on my car again, this is the reason I never took it back to them. After two attempts I wasn't prepared to give them a third. Honestly, I think two attempts is more than fair. This car cost me a lot of money and there is no way I was letting them anywhere near it again.
I understand they are trying to protect their business but I really feel like there should be some sort of compensation given. I have had to (properly) re-do the job that they had two attempts to complete and charged me $600+ dollars for. This doesn't include the tools I had to buy to complete the job. The car has since done 5000+ miles and doesn't leak a drop of oil from the part in question. If I can do the job properly, first time, in my own garage, with limited tools then what does this say about the quality of their workmanship?  
 
Regards,
[redacted]

It is very unfortunate Carlsbad Exclusive Auto could not exceed the customers expectations. We will refund the customer a total amount of $695.45 in the form of a check mailed to the address on file for the oil leak repair in question.

Review: January 2015 my 2008 [redacted] developed a bad oil leak. I looked online for a local [redacted] specialists and took my car to Carlsbad Exclusive Auto. After their diagnosis I was presented with almost a $4000 repair bill. I have been repairing my own cars for over 20 years and the only reason I couldn't undertake this work was because none of my tools had arrived as they were part of the relocation shipping process. As the oil leak was bad I knew it was coming from a high pressure source so decided to have the oil leak that fitted this scenario repaired. The total was $695.45. After 3 days the car was ready so I picked it up and paid the bill. I was told the underside of the car was spotless and you could, "eat your dinner off it" as I wanted to be sure if it was leaking any oil I would be able to easily see this. After one day it was apparent it was still pouring oil from the same location and the engine bay had never been cleaned. At this point I looked at the car and could see no evidence of ANY work being undertaken.I then took the car to another [redacted] specialist and they verified nothing had been done (i still have this paperwork and pictures). I took the car back to Carlsbad Exclusive Auto the next day and explained the situation. After some uncomfortable conversations they put the car on the ramp and told me that they must had damaged another rubber o-ring when they were building it back up (this was not the case). I wanted to be reasonable and decided that I would ask them to repair the other oil leaks which totaled $1232 while they were rectifying this issue. The day I picked the car up it broke own on the freeway as they hadn't connected the battery back up properly, this was a very dangerous situation and my pregnant wife and 3 children were in the car. Around 2 months later the car was leaking oil from the same part. I have now done the job myself and discovered the bolts were loose on the part they had 2 attempts to fix.Desired Settlement: There were also missing parts form the car as well as incorrect diagnosis of issues along the way, showing that this auto shop is not capable of undertaking even simple repair work. I feel that given all these issues and the two attempts they have had to fix this issue I deserve at least a full refund for the work they have messed up - $695.45.

Business

Response:

Hi [redacted]Thank you for you attention to this matter. Below you will find the customer complaint in black font and our response to the customer complaint in blue font. Feel free to contact us with any questions or clarification.Customer concern below,"January 2015 my 2008 BMW X5 developed a bad oil leak. I looked online for a local BMW specialists and took my car to Carlsbad Exclusive Auto". * Mr. [redacted] came to us and said he was new to town and recently bought an BMW X5. He stated the vehicle has an engine oil leak from what he believed to be from a high pressure source and requested us to evaluate the engine for oil leaks. "After their diagnosis I was presented with almost a $4000 repair bill". * A repair order was generated on February 9, 2015 (see attach repair order). During the check for oil leaks we found the left and right upper timing cover gaskets leaking engine oil, alternator bracket seal (or accessory bracket) leaking engine oil, and a transmission sealing sleeve leaking transmission fluid. Customer also stated the vehicle suspension level light was on and the right rear of the vehicle is dipping. We checked and found no fault codes. During the time the vehicle was in the shop we observed the rear suspension dipping on the right. We recommended and estimated a right rear suspension air bag replacement and the option to replace left and right rear suspension air bags. The customer stated he would order the air bags himself and request us to install next time in."I have been repairing my own cars for over 20 years and the only reason I couldn't undertake this work was because none of my tools had arrived as they were part of the relocation shipping process. As the oil leak was bad I knew it was coming from a high pressure source so decided to have the oil leak that fitted this scenario repaired. The total was $695.45. After 3 days the car was ready so I picked it up and paid the bill ".