Day & Night Heating & Cooling

Complaint: [redacted]
I am rejecting this response because:This is what the respond from the business was via...

email: We cannot determine potential issues if any unless your vehicle is inspected at an authorized BMW service center.  Your vehicle’s in-service date is 03/21/2011.  Your BMW came with a 4 year/50k mile warranty, whichever comes first,  therefore is no longer covered by factory warranty.  Your vehicles warranty expired on 03/21/2015. Yes, we are willing to assist you, however, you need to have your vehicle diagnosed at an authorized BMW service center.  I will be happy to assist you with arranging an appointment for you at your local BMW center. I am in the executive customer care office. Warm regards,[redacted] Basically this company does not want to take responsibilities to fix the safety issue of my car. What this company offers is to schedule appointment for me to go and see a dealer and pay out of pack for the expenses. I have never hear or experience this kind of customer service with any business that stands besides their product.I was not aware that the safety of the car comes with warranty of 5 years. So after driving a car for 5 years if something happens on the road you are on your own. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I feel this is terrible customer service
Regards,
[redacted]

Tell us why here...Re:  [redacted]/2011 BMW [redacted]  - Case #: [redacted] The telematics hardware technology in your vehicle is outdated and no longer supported by the telecommunications vendor BMW NA had a contract with.BMW has been advised they will discontinue their support on June 30th, 2016.   As a result, there is no hardware or software upgrade path.  We have advised customers that their BMW Assist contract that they had previously renewed annualy, cannot be renewed. Customers who have paid to renew their contract will automatically receive a refund on a pro-rated basis regardless whether customers requested the refund or not.

Tell us why here... From: [redacted], ([redacted] Sent: Tuesday, February 23, 2016 11:04 AM To: [redacted]> Subject: RE: Revdex.com case# Dr. [redacted]/case# [redacted] Good Morning [redacted]: After leaving an initial voice mail on 2-19-16, I...

called again and was able to speak with Dr. [redacted] this morning. She provided me with the needed VIN ([redacted])  mileage (105,046)  and dealership information. She has agreed to send me a copy of the written estimate from [redacted] BMW required to complete the repairs on her 2011 X5 BMW. Once I receive the written estimate, we can review the possibility of goodwill assistance with the repair. Kind regards, [redacted] --------------------------------------------------------- BMW of North America, LLC [redacted] Executive Customer Care Customer Relations and Services [redacted] NJ 07675-1227 Tel:      ###-###-#### Fax:     [redacted] E-mail: [redacted] Web:    [redacted] This e-mail and any documents accompanying it contain information which is sensitive and confidential. The information is intended only for the use of the individual or entity named on the transmission. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or the taking of any action in reliance on the contents of this e-mail and attachments are prohibited. If you have received this e-mail and any accompanying documents in error, please notify me by telephone (###-###-####) immediately.

Although our field manager denied any assistance, BMW of El Paso would assist customer in trading in the vehicle and give customer the best possible price with the purchase of a new car. If vehicle needs to be fixed, BMW of El Paso would assist with a 15% discount.

I spoke with the customer Mr. [redacted] and explained the reason why the dealer did not cover the window shade motor repair is that unfortunately our limited CPO warranty does not cover this part. The dealer offered to pay for half of the part as a goodwill gesture. Mr. [redacted] acknowledged the situation...

and decided to trade the vehicle in for a different BMW. Mr. [redacted] had no further concerns

The airbag recall has been completed, however, parts are not yet available for the other recalls at this time. NHTSA has not made these recalls a stop drive situation and the customer will be notified when parts are availabe.

The business response is acknowledged but is not agreed upon until a further update and resolution is provided by the business closing out this specific issue.

Complaint: [redacted]
I am rejecting this response because: I am tired of being lied to and spoken to rudely. I attempted to resolve this matter professionally and all I received was a rude lie.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have already filed a separate complaint with the dealership,...

as well as with BMW Financial.  However, this specific complaint with BMW North America is regarding the service and responsiveness provided regarding my inquiry.  When I called in and spoke with a client care representative, I was promised I would be contacted within 48 hours.  Not only was I not contacted within 48 hours, but I called in several different times, and I was told that the issue had been escalated and that I would be contacted soon with a resolution.  After several days, I called back.  I spend nearly two hours on the phone before I could get an answer regarding the status.  I would like the unresponsive and dismissive nature of BMW North America's customer relations department to be noted formally thru the Revdex.com, in the hope that it may prevent another consumer from having the same experience in the future.
Regards,
[redacted]

I am rejecting this response because: I was never told that they have brochures regarding high performance brakes as it is the duty of the sales person to present to me those brochures at the time of the purchase and how can I read the owners manual to find out about the brake noise before I purchase the car?? They don't hand you the owner's manual and they say read it before purchasing the car!! If the car is making brake noise and it is brand new any person will take the car back to the dealer and will ask them to fix the problem. If they can't fix it they have to buy it back. I pai close to $100,000.00 for this vehicle and it was $8,000.00 upgrade for the brake so I will end up with a constant brake noise?? That is totally unacceptable!!
Regards,
Samer Nabhani

The customer dealt directly with the dealer about  replacing the vehicle.  The customer agreed with the deal the dealer presented.  BMWNA offered $3,000.00 as goodwill which the customer also accepted.  The customer accepted the offer from the dealer therefore BMWNA will not...

offer any additonal assistance as the customer was not forced to accept the offer.

Complaint: [redacted]
I am rejecting this response because:  I bought a premium vehicle under the pretense of lasting durability and safety.  I was left stranded on the side of a busy highway in the left lane because my engine fell apart inside.  I am taking further steps to get a satisfactory outcome from BMW of North America.
Regards,
[redacted]

[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.
Please put down [redacted] as the name on the check and in the mailing address.
Regards,
**  [redacted]

I have contacted the customer and we are looking into the possibility of goodwill assistance with his repair to replace 8 fuel injectors.If is currently under review and I will advise the customer of our decision once I hear back from my corporate team.

BMW NA has declined your request for goodwill assistance based on the age and mileage of your vehicle.

BMW North America, LLC has offered 75% Goodwill toward the total cost of the engine replacement only on January 19, 2018.Mr. [redacted] has accepted.    Kind regards, Veronica   -- BMW of North America, LLC Veronica S[redacted] Executive Customer Care Customer Relations and Services...

[redacted]   Tel:      ###-###-#### Fax:     ###-###-#### E-mail: [redacted] Web:    [redacted]   This e-mail and any documents accompanying it contain information which is sensitive and confidential. The information is intended only for the use of the individual or entity named on the transmission. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or the taking of any action in reliance on the contents of this e-mail and attachments are prohibited. If you have received this e-mail and any accompanying documents in error, please notify me by telephone [redacted] ext [redacted] immediately. Tell us why here...

Ms. [redacted] account was credited for (1) month payment. Her other concerns can be address with an estimation of the damage that was completed.  Please see correspondence below.    From: [redacted] Sent: Thursday, August 04, 2016 4:43 PM To: [redacted] Subject: Correspondence up from BMW North America, LLC   Dear Ms. [redacted]2006 BMW 550i, VIN:  [redacted]   This email will confirm our conversation on August 4, 2016. At that time, you discussed that during the time of repossession there was damage made to one of the door handles on the above-referenced vehicle, and damage to some of your personal items as well.   After an estimate is completed by an authorized BMW center,  please mail a copy of the estimate along with an itemized list of your personal belongings and their costs to:   Mail:       BMW Financial Services               Attn: Written Correspondence Team               [redacted]               [redacted] If you have any additional questions, I can be reached directly at ###-###-####.   Thank you for choosing BMW.   Kind regards, Veronica   --------------------------------------------------------- BMW of North America, LLC [redacted] Executive Customer Care Customer Relations and Services [redacted]
[redacted]
[redacted]   Tel:      [redacted] Fax:     [redacted] E-mail: [redacted] Web:    [redacted]   [redacted]
[redacted]   Tell us why here...

The telematics technology Ms. [redacted]’ vehicle carries is outdated technology.  BMW switched to new technology in 2008. The telematics platform these vehicles carry is based on proprietary technology and the vendor is discontinuing the support on June 30th, 2016.  As a result, there is no...

hardware or software upgrade path. Impacted customers at this time are “customer-paid” contracts only. Per the Subscriber Agreement Terms & Conditions, BMW has the right to discontinue service. At the time the services will be discontinued, customers with an active contract will automatically receive a refund on a pro-rated basis regardless whether customers requested the refund or not

Hi, Please be advised that BMW NA is looking further into the customer's complaint. I will be in contact once, BMW NA has concluded a final decision. Thank you.BMW of North America, LLC[redacted]Executive Customer CareCustomer Relations and Service[redacted]...

[redacted] NJ 07677 Tel:      ###-###-####Fax:     ###-###-####E-mail: [redacted]Web:    bmwusa.com