Crevier BMW

Review: Horrible dealership with unfriendly people. I went this past weekend to purchase a vehicle. The sales agent did not communicate the correct information to me and a result, their financing department make several mistakes in my contract. They did not specify the correct mileage, plus other mistakes were noticed. This is unacceptable and I don't think these people have the right to give me such a bad experience.Desired Settlement: Having the contract sent to me via email as they promised, a better deal on the current purchase, etc.

Business

Response:

Crevier BMW has communicated with the customer regarding his concerns and this matter has been resolved. We value this customer’s business and truly regret any inconvenience or dissatisfaction that the customer experienced. We are happy that this customer continues to visit our Service Department and we look forward to continuing a positive relationship into the future.

Review: 1. We purchased our 2013 Certified Pre-owned BMW X6 on December 23rd with the understanding that we would have to bring the car back from Los Angeles to Santa Ana to have a deep scratch repaired on the door.

This repair was an IOU given to us when we purchased the car as part of the Certified Pre-owned BMW guarantee.

2. On January 7th, after waiting for a week for a confirmation that a loaner car would be available, we brought the car down for this simple repair. On the way down, [redacted] noted that the car was pulling to the left and he mentioned it to the service manager, [redacted]. He said they would look at it and [redacted] left with the loaner car.

3. After a few days we hadn’t heard back so we called and were advised that there was a delay because they didn’t have the paint. It would have been nice to let us know that before we brought in our car for the repair.

4. A couple of days later, someone from the service dept called and advised that the pulling on the car was due to “cupped tires” and asked how we wanted to handle that, insinuating that the tires needed to be replaced. He advised that tires were not covered under the warranty and that we would have to pay for new tires. It was our understanding that we had purchased a BMW Certified Preowned vehicle and that it had gone through an extensive multi-point process to ensure it was in like new condition. The tires should have been checked out as part of that process! We told the service rep that we should not and would not be responsible for buying new tires just days after we purchased a car from Crevier BMW. The service representative said he would have to bring the issue to the attention of his CPO manager.

5. After a couple more days went by, the service representative called and said he had moved the left front tire to the right side and vice versa and that had fixed the problem.

During that time we did some research about “cupped tires”. We found out that driving on cupped tires is a dangerous situation because the tires are not making complete contact

with the road and could lead to skidding. The cause could be a number of things, including a faulty suspension system. We also found out that the solution to the problem is to replace the tires and not to move them around. We asked if they had checked the suspension system and the rep said no. He also said that as it turned out only one of the tires was cupped. Our response was that BMW needed to replace that tire then. The rep said he’d talk to his manager and get back.

6. On January 15th, we received an email saying our car was ready to pick up. We noticed that the itemized repairs included tire pressure, four wheel alignment and brake vibration. How is it that these items weren’t caught in the certification process before we bought the car? So, [redacted] called to make sure the cupped tires had been replaced. He was advised that the situation with the tires had not changed. [redacted] responded that was not acceptable and would pick up the car when the damaged tires were changed.

7. This time, the weekend passed and then the MLK holiday, so after not being contacted, we sent an email to check on the status of the car. [redacted] got a call from a service representative letting us know that basically nothing had changed. So, [redacted] called back and spoke to one of the two CPO managers, [redacted]. [redacted] let [redacted] know that we had done our research on cupped tires. He said we didn’t feel comfortable driving a car with cupped tires because all the research said it is a dangerous situation. He explained that we were not only concerned for our own safety but also for the safety of other drivers on the road. Who would be liable if there was an accident due to the cupped tires and somebody was injured or worse even killed? [redacted] told [redacted] he was being “drastic”. He also said that, “BMW” never said the tires were cupped in the first place. He said this was because he wasn’t privy to the conversation. Of course [redacted] became very upset because [redacted] was insinuating that all of the conversations about the tires being cupped were just made up. This makes no sense at all since the tires had been the issue since the BMW service rep called with the information that the tires were cupped. Also, how could [redacted] make up something like this if he’d never heard of it before? At this point, it became obvious that [redacted] was not informed at all about our problem. [redacted] ended the call to go and speak to the service rep. When he called [redacted] back he said that they measured the tires for wear and that they were in the “acceptable range” for being BMW Certified Pre-owned. [redacted] asked about the tires being cupped and [redacted] said it was part of the wear and tear. So, if that is the case and the tires are in fact cupped then why should this be acceptable in a Crevier BMW Certified Pre-owned vehicle?

We are not looking to get free tires here. We are only standing up for our rights. We paid extra money for a Certified Pre-owned vehicle so that we would avoid problems exactly like this one. We have been extremely disappointed at the level of customer service and lack of any responsibility on the part of Crevier BMW. What should have been a very positive and exciting experience has become very negative for us. We are incredibly surprised that an established business such as yours would treat a first time customer so poorly.

The bottom line is that representative for Crevier BMW could have just replaced one damaged tire and kept a satisfied customer who probably would have recommended Crevier to friends and relatives. Also more than likely we could have become repeat customers. We expect that Crevier BMW will do the right thing to remedy this situation and stand behind its product.

Sincerely,

[redacted] and [redacted]Desired Settlement: Replace the damaged tire (scalloped or "cupped" tire as indicated by the Crevier service technician. Deemed dangerous to drive and certainly not what we would expect from a CERTIFIED preowned bmw that was supposed to have gone through a rigorous review / repairs prior to being sold. The tire was damaged when you sold it to us and we have not driven it more than 10 times, so it is not wear and tear. This is a failure to live up to a contract.

Business

Response:

Hi [redacted],This issue has been resolved, I personally met with both [redacted] and [redacted] on Friday 1/22/15 at 4:00pm. I cleared up the misunderstanding in regard to one of the tires on his vehicle being "cupped".Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me. However, while the issue concerning the car tires and alignment was cleared up, the lack of communication surrounding this issue and the fact that it took 3 weeks to clear up (with BMW holding my new car the whole time), still points to a problem within this company. It was only after significant escalation on our part that we got a response.

Regards,

[redacted] & [redacted]

Review: we had our 2011 BMW 535i in for warranty work. The automobile was in excellent condition with no damage as noted when the car was dropped off. When repair was done and we got it home in light we [redacted] there was a repair made to the wheel resulting in an inferior finish and possible integrity issues. You can [redacted] the discoloration in the paint on the drivers side front wheel where there has been a repair to cover up damage. The car has never had prior damage to the wheel. We have tried to call and get evasive answers from their Service manager [redacted]. The service person that took out car in never returned our call on 8/30, went the information to an [redacted] on 9/2, no one has responded so I called and spoke with [redacted] and he did nothing and failed to return my call on 9/5 and would not make arrangements when we are available to come down. I asked to speak to their GM Al Parjackas and [redacted] said he was out, I left him a message and he does not call back either. They have damaged our car and give us the run around.Desired Settlement: We want the wheel replaced with a new undamaged wheel. We request better customer service than we have been given. No more run around and a little respect and an apology for damaging our vehicle

Business

Response:

Dear [redacted],

I spoke with the customer and we have made arrangements to pick up his vehicle next week, we will then inspect the wheel for their complaint.

Thank you,

Consumer

Response:

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.

[ They have only said they would come look at it, that have not picked up the car, not have they fixed the issue. So far we have had promises and excuses. Until there is a resolution this matter is not resolved. ]

Regards,

Heath [redacted]

Business

Response:

We have made arrangements to have the customer's vehicle picked up on Tuesday 9/16/14 at 11:00am.

Review: Special ordered a car with features we requested. The complaint comes from the GPS unit that does not work as a GPS should. Have spoken with members of the staff from "[redacted]" to service to management. The most basic of features of saying the name of a street or location does not occur. It is expected of a driver to look down at a screen to read small text of what you are supposed to be doing. The GPS unit does not tell you to turn until you are half way across the intersection you are supposed to be turning on. It uses terms such as "Bear left" and "Bear Right." When driving at fast speeds on a freeway, this is the same thing. When coming to a group of freeways, it will say "Bear Left than, Bear Right" all in one sentence. So, what freeway are you supposed to be going to? The insistence is that the screen has tiny text that tells you so you should look down to find out. This is beyond unsafe and in what is supposed to be a luxury car this GPS unit is a joke. We expect some form of compensation or complete payment of the GPS regardless of whether the unit has to be removed from the vehicle. Having spoken to several BMW clients waiting for their cars in the service department, they all have similar stories without any prompt other than asking what they think of the GPS unit. Several said they haven't used it since they got it because they were tired of getting lost and instead use their phones. Employees when we went for the "[redacted]" service even told us that the GPS unit is bad and, "lags behind' and that it was a complete waste of money. This coming from people that work at this location.Desired Settlement: Fully expect to be compensated for the GPS unit. If something doesn't work as it is intended than the company should stand behind their product. This is an inferior unit that is unsafe to use. As stated before in the problem area, we have no issues with them removing the ability to use the GPS unit as it is a joke anyway if necessary.

Business

Response:

We have been in communication with customer. We have found that the navigation system is operating as designed, however since customer is not satisfied with the operation of the navigation system we have offered to reimburse customer amount paid for the optional equipment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I went to purchase a vehicle when the sales lady, [redacted], told me the car has been on the lot 100 days and they marked it down to move it. She failed to ask about how I was going to purchase the vehicle and attempted to show me a car fax from August 2013, five months old! When I told her I had a trade she said I should have told her sooner, I'm sorry she's the sales person, she should have asked. Then her and her finance manager we're taking their sweet time surfing the internet and my children were getting hungry so I told them I wanted to leave and get something to eat real quick.n they both asked if I wanted to come back at a later date because they close at 7 and it was already 6. They completely low balled me on my trade and when I called another dealership and got a trade value from them, [redacted]'s response was "So, you're going to get one of those?" Then proceeded to try to talk down about my vehicle, as if she had a clue what she was talking about. She was very rude and confident she would not be reprimanded when she told me to go to her manager and wished me good luck. Unfortunately, she was texting me so I have the conversation saved on my phone.Desired Settlement: They either need to train their staff to talk to their customers or fire this one as an example. She's an all around bad person, let alone sales person. She's obviously only their because she's a young spoiled female, not because she knows her job, which is apparent with this interaction.

Business

Response:

In response to Revdex.com complaint [redacted] customer Mr [redacted] jr.

I spoke at length to the advisor, who is a very nice woman. She remembers it well

1. She did show him a car fax that was from the original time the car was in inventory and did represent that it was a car we have had for over 100 days

2. She did not ask if he had a trade, she did say that she wished she would have known sooner, and probably should have asked.

3. The manager and her were researching the value of his trade on V Auto (not surfing the internet)

4. In the middle find out trade value client informs them that they are going out for dinner, they asked when he would be back he replied that he did not know.

5. They said they would call him with a ballpark value on his trade as they had not completed the process.

6. They told him in the 17k range (his pay off was 28k) this was not a "low Ball" just the managers opinion

I read the texts between them as she still has them on her phone, nothing to much on them part from the "good luck with that" comment. I did tell her that she should not have said that.

Review: Failure to fully honor a certified pre-owned vehicle warranty (see attached 'BMW CPO- Warranty.pdf' and 'BMW sale'). The BMW dealer is responsible to honor certified pre-owned warranty after the new vehicle 4-year, 50,000 mile period (a fact explained to me by the Revdex.com auto line when I attempted to go through California lemon law arbitration process, case [redacted], after BMW North America determined it would 'not participate' in upholding the warranty). My vehicle is within the 6 year 100,000 mile certified pre-owned window. The vehicle failure was attributed to the right rear shock absorber nut coming loose. This failure is either one of design or workmanship. As it has been told to me by the dealer this failure is 'rare' it seems more likely to be a workmanship issue, nut not properly installed, than systemic design problem. The dealer contends this part is not covered by my warranty as it falls under parts subject to 'wear and tear' (see attached 'what_is_not_covered_2013.pdf'). In fact a properly designed and installed threaded fastener is not subject to wear and tear as it does not rotate or translate. The primary function of a threaded fastener is to join two or more materials together. A fastener is designed to remain fixed and oppose dynamic loads such as shock, impact, vibration etc (see highlighted attachments 'bolt tensioning' p.1, and 'MofFT_8100.pdf' p. 11). I would further suggest that if the retaining nut were a part subject to wear and tear it would be on an inspection and replacement schedule, which it is not. The dealer did pay for 100% parts as part of a 'good will' warranty but did not cover labor (see attached 'Invoice_[redacted]_paid.pdf').Desired Settlement: Refund labor costs of $582.71 (payment amount of $632.71 less $50 warranty deductible).

Business

Response:

A Certified Pre-Owned warranty was in place for this vehicle, however, the specific repair was not covered under the terms of the warranty and the manufacturer declined to cover the repair. After further repeated requests by the dealership, the manufacturer finally agreed to cover the cost of the parts. As such, the dealership was able to obtain for the customer a discount of over 50% off the original repair estimate (from $1475, down to approximately $630.00). The customer is claiming that the repair was caused by defective installation of the bolt. As such, this complaint should be addressed to the party who installed the bolt, which was not Crevier BMW. Crevier BMW went to repeated lengths to obtain the best contribution possible from the manufacturer for this repair (even though it was not covered by the warranty) and did obtain a substantial discount for the customer. In any event, we value the customer’s business and regret any dissatisfaction that the customer experienced.

Consumer

Response:

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.

The Certified Pre-Owned BMW Protection Plan and the BMW

Certified Pre-Owned Elite Protection Plan provide specific coverage against

defects in material and workmanship. The dealer’s repair invoice clearly

states the root cause of the issue to be the result of the ‘right rear shock absorber

lower nut come [sic] loose and

absorber damage lower coil support bracket damage.’ Damage to or failure of an excluded part is a

second order effect of the workmanship defect.

I fully concur and appreciate that Crevier secured significant

relief in the way of parts. I also agree

that Crevier is not responsible for the workmanship defect as a result of a previous

repair. However, I am unable to act as

Crevier suggests and address the issue with the party that installed the nut on

the damper due to the Revdex.com automotive arbitration process limitation to the new

vehicle warranty period.

As the purchaser of this certified pre-owned BMW which has

been serviced exclusively by Crevier I can only conclude the party responsible

for the assembly of this part to be the original manufacturer, BMW North

America. Based on the facts regarding

the workmanship defect and subsequent damage I fully expect Crevier to again

approach the manufacturer to honor the full extent of the warranty to which I am

entitled.

Regards,

Business

Response:

We appreciate the customer's response. However, Crevier BMW is not the warrantor of this vehicle; we administer warranty repairs based on guidelines provided by the manufacturer BMW North America. The customer has stated that the manufacturer is the responsible party for this issue. We have already contacted BMW North America multiple times for assistance on behalf of the customer, which resulted in goodwill assistance in covering the parts needed for repair, and BMW has indicated that they will provide no further relief on this issue. The customer may wish to contact BMW North America directly for resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that I am resigned to cease my pursuit through the Revdex.com for the honoring of my warranty by BMW NA via Crevier BMW. I would like to note my discontent with the system that leaves a wide gap for individuals, like me, that purchase certified pre-owned vehicles to pursue and obtain satisfaction in such situations. In this instance the dealer rightfully assigns responsibility to the manufacturer. However, the manufacturer is not obliged to participate in the arbitration process for issues outside the 'new car' warranty period. Caveat Emptor!

Regards,