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From: *** ***, (***) Sent: Thursday, February 08, 11:AM To: '*** ***> Subject: Follow up Correspondence from BMW North America, LLC RE: BMW 535i Sedan, VIN: ***
Good morning *** *** My name is Veronica and I work with BMW North America Executive Customer Relations I received your Revdex.com statement regarding the repair of your High Pressure Fuel Pump In order to best assist, please provide the following additional information: - The name of the BMW Center you have been working with - Current Miles - The estimate provided I left you a voicemail this morningAt your earliest convenience, please either respond to this email or give me a call back I can be reached Monday through Friday at ###-###-#### from 8:a.mto 4:p.mEastern Time Kind regards, Veronica -- BMW of North America, LLC Veronica S*** Executive Customer Care Customer Relations and Services *** *** *** *** ***, NJ 07675- Tel: ###-###-#### Fax: ###-###-#### E-mail: *** Web: *** This e-mail and any documents accompanying it contain information which is sensitive and confidentialThe information is intended only for the use of the individual or entity named on the transmissionIf 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 prohibitedIf you have received this e-mail and any accompanying documents in error, please notify me by telephone *** *** *** ext *** immediately------------------------------------------------------- Tell us why here

We have tried to reach out to the customer for them to explain the situation. The servicing dealer has also attempted to reach out to satisfy customer concerns, but to no avail

[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,
M*** ***

To Whom It May Concern,BMW of North America recommends the customer work with the retailer which sold them the car mats, as the dealer offered the customer replacement mats and the customer declined the offerWe recommend the customer have the dealer replace the mats instead of the customer doing it themselves to ensure proper installationThis is BMW of North America's final offer Kind Regards, Peter C***BMW of North America, LLC

Complaint: ***
I am rejecting this response because:
It is absolute bureaucratic nonsense that fails to come to grips with the real issues. The facts are quite simple: Either there is a emission system defect that competent dealers cannot diagnose with current diagnostic equipment and protocols which BMW needs to address OR the dealership is promoting needs for totally unnecessary repairs and operating in a highly unethical manner at bestIn either case: (1) This has absolutely nothing to do with whether or not the vehicle is in or out of warrantyMoreover the vehicle had only miles which is certainly material and (2) This has everything to do with the conduct of a franchisee of BMW over which BMW NA has authority and is in a position to exercise control
It seems reasonable to resolve this in the simplest and least expensive mannerThe alternative of course is to file a lawsuit in Orange County Ca against BMW NA and *** BMWMy sense is that it would be far more sensible and expedient to address this issue in a more amicable and sensible way by having BMW NA get a grip on the real issues involved. Regards,
** ***, MBA, P.ECa State Board Registered Professional Engineer (M& I4206)

Re: BMW X3, VIN: ***Good afternoon *** ***Thank you for contacting BMW of North America, LLC regarding the above referenced vehicleYour request has been reviewed by Regional Management and BMW of AustinIn all motor vehicles, the steering wheel experiences wear and tear, as
well as enviromental influence. BMW of Austin is willing to perform the necessary labor on your steering wheel free of charge complying that you, as the customer, purchase the parts neededIf you choose to accept this offer, please let me know so an appointment for repair can be arranged. Best Regards,Caitlin-- BMW of North America, LLC Caitlin D* *** Executive Customer Care Customer Relations and Services ***
*** *** ***
*** ** ***

[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 unsatisfactory to meIf the part would be offered to me at cost, I may consider it.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I really appreciate their assistance, and hope that BMW of North America/ Mini
takes the adequate actionsMy vehicle has been on the dealership several times, without them nor the Mini engineer being able to figure out what the problem is, which I really believe could potentially become a safety issue , which has prevented me from using the vehicle without the fear that something could potentially could break and cause an accidentUnder no circumstance is to have to take a vehicle to the dealership every month or every few weeks for the same problem, so I expect for Mini to assume responsibility for their products and buy back the vehicle from me, since I can clearly see that there is a manufacturing defect that might lead to dangerous driving conditions/ potential accident
s ***

BMW NA agreed to offer Mr*** $and $1,in BMW Owner Loyalty toward a new BMW as a goodwill gesture

Good morning,Thank you for contacting BMW of North America, LLC (BMW NA) regarding the above-referenced vehicle Your request for assistance has been escalated to meI have looked into your issue and will be issuing you a check for the $in place of the gift cardThe check is currently
being processed and you should recieve it within approximately two weeks In the meantime, please feel free to contact me should you have any questionsI can be reached Monday through Friday at ###-###-#### from a.mto p.mEastern Time or via e-mail. Thank you. Kind Regards,Courtney--BMW of North America, LLC*** ***Executive Customer CareCustomer Relations and Service*** *** *** *** ** *** Tel: ###-###-####Fax: ###-###-####e-mail: ***Web* ***

In response, our dealer advised the light switch was not in the auto position, it was in the on position causing a battery drain

BMWNA has approved the repair of the door handle as a onetime goodwill gesture. Jeff *** at BMW of *** will be contacting the customer to arrange the repair,

To whom it may concern, This above referenced customers file was reviewed twice by our BMW of North America regional team. On both occasions, the customer’s request for a buyback was denied. Our dealers do have details and brochures on site and In addition, information
related to brake noise for a high performance vehicles is in a customer’s owner manualBrake noise is not only related to BMW, but, all brands with a high performance braking systems. These are no compromise brakes and they will stop this vehicle all day long from high speeds without fade, but they may be noisy. Brake noise is not a defect. After a thorough investigation of the complaints presented, BMWNA has determined that the vehicles history does not present an obligation for BMWNA to reacquire the vehicle

I am rejecting this response because: I paid and they never turned on the service, therefore I should be refunded the total amount I paid - $195, not $

BMWNA's process is replace up to 10keys free of charge per vehicle for safety reasons. This vehicle has over keys therefore the customer was charged. We offered to customer to refund for the replacement key however he refusedBMWNA will continue to offer to refund the replacement key
as goodwill If the customer accepts we need a copy of the invoice from the BMW dealer

RE: BMW 320i Sedan, vin: *** Good afternoon Ms***, Thank you for speaking with me this afternoon We appreciate your patience and apologize for the delay of the $Visa Gift Card that was accepted at the time of your BMW Assist
Deactivation As there is not an exact timeline for the Gift Card to be mailed, I am processing a check in lieu of this which will be mailed directly to you in the amount of $You will receive it within business days If you would like to contact me in the interim, I am available Monday through Friday from a.mto p.mEastern Standard Time at ###-###-####. Thank you for choosing BMW. Kind regards,Veronica --BMW of North America, LLCVeronica ***Executive Customer CareCustomer Relations and Services*** *** *** ** *** Tel: ###-###-####Fax: ###-###-####E-mail: ***Web: *** This e-mail and any documents accompanying it contain information which is sensitive and confidentialThe information is intended only for the use of the individual or entity named on the transmissionIf 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 prohibitedIf you have received this e-mail and any accompanying documents in error, please notify me by telephone (800) ext immediately.-------------------------------------------------------

After reviewing Mr***'s case, BMW of North America worked with the Service Department at BMW of Freeport to inspect the 428i vehicleIt was determined that there was an open short in the elecrtical components of the hornBoth horns were replaced and the horns are now both fully
functioningThe vehicle is currently operating as designed and has been delivered back to Mr***

I am contacting you in regards to the Revdex.com case for the customer stated aboveOur service history does not show any repairs on this vehicle since Also our database shows that the customer bought the vehicle on 8/6/Can your client please provide service records from the dealership as well
as a copy of the sales contract

Good afternoon *** BMW NA has conducted a thorough review of the service and repair history on Mr***’s vehicleThe vehicle has been serviced at non-authorized repair facilitiesBMW is only able to review requests in which repairs have been fully repaired at an authorized BMW centers Additionally, in August BMW NA provided Mr*** a $1,goodwill payment for his inconveniences with the vehicleMr*** confirmed receipt of the goodwill check Based upon the factors referenced-above, no reimbursement or financial assistance will be considered Please contact me at *** or ###-###-#### with questions Kind regards,

BMW believes that our goodwill offer to cover 100% parts of the brake repair is fair and generous As discussed, the brake rust concern was caused by outside influenceSince the warranty does not cover damage resulting from outside influences, no further financial assistance will be provided We recognize this may not be the outcome you anticipated; although we are closing our file on this matter our authorized BMW centers are always available to assist our customers