Day & Night Heating & Cooling

The customer can contact our dealer in his area who will arrange for a rental until the parts are available for the recall

Mr [redacted] purchased his vehicle from a 3rd party with a 3rd party warranty The BMW manufactuers warranty was expired at the time of purchase Mr [redacted] took his vehicle to a 3rd party for diagnosis prior to servicing at [redacted] Imports [redacted] Imports repaired the vehicle according to the codes registered on the vehicle at the time of service There is no way for the service center to identify a potential future problem or anticipate repairs that may be needed at a later dateBMW NA repaired the customer's vehicle in good faith according to the customer's request with full knowledge of the cost of repairs prior to authorization and the possibility that unexpected costs may be incurred at the time of the repair based on the age and mileage of the vehicle.BMWNA had a year mile manufactuers warranty attached to this vehicle At the time of purchase the warranty was expired The customer's vehicle currently has approximately 90,miles, 40,past the manufacturers warrantyBMWNA processed repairs through the customer's 3rd party warranty but is not responsible for the customer's deductableThe customer's request for reimbursement for a rental vehicle would be according to the terms of his 3rd party warranty company

As stated in the May email, the review and technical evaluation of fault codes reveled that bike was found to have been operated outside of the engine’s parameters It exceeded redline on occasions The resulting damage was determined to be negligence and improper treatment Warranty coverage for this repair has been denied

The request for repurcahse or replacement has been denied as the car does not qualify under the State Law

BMW of North America will not be assisting with the retrofit of the combox This vehicle was ineligible to receive the retrofit and the campaign expired This was never a warranty or maintenance matter There was not an active BMW Assist subscription.Per the guidelines, a customer-pay situation applies to a customer without an active BMW Assist subscription and not included in the discontinuation service action Customers affected by the infrastructure change, but do not have an active BMW Assist subscription, can update their vehicle to reactive these BMW Assist functionalities by:Purchasing a COMBOX Next Generation and associated hardware.Paying for installion labor and programming.Reactivating their BMW Assist subsctiption.Please refer to your local authorized BMW service center

To Whom it May Concern:We have received the issue outlined in the customers Case # [redacted] dated 8/Please allow days for us to review and provide a final decisionKind regards,John

Complaint: [redacted] I am rejecting this response because: This is BMW never made any such offerBMW USA passes everything off to the local dealer.This statement is an insultI received a phone call from Alexa from BMW USA Wednesday about my complaint I returned her call andnever heard back Regards, [redacted]

I am rejecting this response because: The damage is clearly from use of the vehicle and is present in multiple locationsI expected much better workmanship from BMW and even more disappointing is their refusal to stand behind their products

On Wed1/27/I called and advised Mr [redacted] BMW NA is willing to pay 50% of year/100K miles extended warranty which cost $2895.00, he stated he will think about it and to call him back in daysOn Friday 1/29/at 3:PM I called customer on [redacted] , and left him a voicemail message

Complaint: [redacted] I am rejecting this response because: Clearly the information was either not read or not communicated correctly to BMWThe car mats of which I clearly discussed were NEW purchased earlier this year and still under warranty or the issues discussed would not have been relevantPlease readdress with BMWBecause IN FACT the mats were replaced by a local BMW dealer because they WERE still under warrantyI was not discussing my car nor the original mats (other than to say that the original mats lasted nearly years and these replacement ones didn't even last months!) It is an issue with these new mats and BMW's response that was the issue of the complaint.In addition this was to be addressed with BMW headquarters (the supplier of the mats) not BMW of New Jersey (who I purchased them from)BMW of New Jersey was actually very helpful in getting me the information required to replace the matsThe issue still exists with the fact that the mats have a serious design flaw and failed in less than months Regards, [redacted] ***

[redacted] , BMW NA has received the consumer complaint and our office spoke with MrP [redacted] today We are currently reviewing the vehicle service and repair history and MrP***'s request for reimbursementI will provide an update once we have more information or a resolution availableShould you have questions, please contact me at [redacted] *** I am available Monday through Friday from 9:a.mto 5:p.mETThank youKind regards, [redacted] ***Executive Customer CareCustomer Relations and Services

Ms [redacted] account was credited for (1) month paymentHer other concerns can be address with an estimation of the damage that was completed Please see correspondence below From: [redacted] Sent: Thursday, August 04, 4:PM To: [redacted] Subject: Correspondence up from BMW North America, LLC Dear Ms [redacted] BMW 550i, VIN: [redacted] This email will confirm our conversation on August 4, 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] Tel: [redacted] Fax: [redacted] E-mail: [redacted] Web: [redacted] [redacted] Tell us why here

We have declined the above customer’s demand that the lease agreement be considered null and voidWe have also declined his request to be refunded $25,The above customer was ontacted previously on 7-20-advising we have no way of knowing when the minor damage to the vehicle occurred Our position remains unchanged

BMW of North America is under no obligation to pay for the repairs noted

Complaint: [redacted] I am rejecting this response because: there is no resolution stated in the response Regards, [redacted] ***

Tell us why here Our Field Manager spoke directly with Mr [redacted] days ago and is working with him to resolve his issuesI understand from our Field Manager that Mr [redacted] is scheduled to call our Field Manager back on January 4th, Our Field Manager offered to have a vehicle delivered to Mr [redacted] and have his car picked up so he doesn't need to travel to the dealership [redacted] ***

Please be advised we have determined that Mr [redacted] ’s vehicle is working as designed and no compensation will be offeredI advised him of same today

Good afternoon, This issue needs to be forwarded to the central office in Ohio for handling by BMW Financial Services and they will respond directlyAlso, this is an issue with Nissan and BMW Financial Service and does not have anything to do with BMW NA Kind Regards,Courtney____________________________BMW of North America, LLC [redacted] Executive Customer CareCustomer Relations and Service [redacted] *** Tel: ###-###-####Fax: ###-###-####e-mail: [redacted] Web: [redacted]

BMW has sent copy of Repair Order# [redacted] confirming Recall [redacted] was indeed performed on the subject vehicle on 4/17/while owned by previous owner.Customer was sent via separate email a copy of the Internal Field Report with corresponding pictues as requested Since customer appears to disagree with BMW's results; BMW highly encourages her to hire her own private investigator; should they find anything different than what has already been conveyed, BMW will be more than happy to re-address with the investigator at that time In the interim, BMW assistance is denied

Attempted to communicate with customer regarding his concerns with BMW Connected DriveCustomer was not satisfied with time frame of reply and did not request further assistance