Good morning Ms***, I was able to access the records in our computer for Mr [redacted] 's service history dating back to 04/25/ Mr [redacted] brought his vehicle in several times since April of 2011, for maintenance and for mechanical concerns such as; check engine light on, coolant malfunction light on and overheating concerns During his visit this time on 6/21/Mr [redacted] brought his vehicle in with a drivetrain malfunction indicator on and a loss of powerthis is the first and only time that the drivetrain malfunction light was addressed, documented or diagnosed that I could find in any of our recordsThe vehicle was diagnosed and the technician found a fault in the system for fuel pressure system low and after trouble shooting the concern, it was deemed that the high pressure pump was leaking internally and needed to be replaced An estimate in the amount of $plus tax was presented to the client Mr [redacted] was upset because he felt that BMW knew there was an issue with the high pressure pumps and that he had experienced issues with this system while the vehicle was under warranty and thought that BMW should pay for the repairs Mr [redacted] contacted BMW North America and asked for assistance, they told him that based on the year of the vehicle and the current mileage of 131,there would no assistance for the repairs According to Mr [redacted] they referred him to me so that I could offer assistance I spoke with Mr [redacted] and told him that I had no way of providing any goodwill assistance because of the age and mileage of the vehicle I contacted our BMW North America Aftersales Area M***ger and discussed the client's issue and I was told that there would be no assistance for warranty goodwillI explained to Mr [redacted] that we the dealership had no control over the warranty terms on any given item and that I could not override BMW's decision to not offer any assistance, ,but that as a courtesy to him and I would gladly extend a 10% discount for the repairs The client was not happy with my response and when he came to pick up his vehicle, as a goodwill, I waived the $diagnosis fee that he was responsible forUnfortunately there is nothing that the dealership can do to assist the client further in getting the repairs covered under warranty Please let me know how I can be of further assistance to you You can reach me on my cell at [redacted] Thank you [redacted] Service Director
On 3/10/14, Mr [redacted] (Service Director of BMW of San Diego) sent this message directly to the consumer via email as follows: Dear Mr [redacted] We have received a complaint # [redacted] from the Revdex.com regarding your recent service visitI have reviewed the complaint and your fileObviously, it is difficult to tell where the tire may have picked up the screw, however, the fact remains the tire needs to be replaced because it is not safe to repair a run flat tireThere are companies that do repair them but it is BMW’s position that repairing a run flat tire can affect the how the tire performs and it is considered unsafeIn the interest of keeping you as a satisfied customer, BMW of San Diego would like to install a new tire for you free of chargePlease give me a call at the number listed below and I will arrange to have the tire replacedPlease let me know what brand of tires you have so I can confirm we have the new tire in stockThank you for the opportunity to service your vehicle [redacted] Service Director BMW of San Diego
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 again, totally ignored the facts I gave and refuses to take responsibility for an item they know is faulty and started failing under true extended warrantyI understand this is their official position, but it is and evades the responsibility to the customer, similar to the dangerous recalled airbag which I need to drive fir over a year before it will be replacedIf the most prestigious and expensive brands behave this way, l wonder where we are goingDistasteful Regards, [redacted]
Yes I purchased a nice used vehicle from there pre-owned lot, and I had a very good feeling about the whole process from start to finishI know it is imposable for a Dealer to everything about a cars history, so I was impressed with there day warranty they give on all there pre-owned inventoryI had a few minor issues with my purchase, I know it is impossible to know a cars history so I expected that there may be something unseenI just drove right up to there service garage and was greeted and asked the reason for coming in, offered a loaner for the day while they fixed the issueVery nice experience and I would recommend them to my mother or anyone elseThank you G.Mand BMW of San Diego team
Mr [redacted] Roman" size="3"> [redacted] [redacted] Dear Mr [redacted] My name is [redacted] , I am the New Car Sales Manager for BMW of San Diego I apologize for the time and frustration you have spent to resolve lease-end on the BMW [redacted] We at BMW of San Diego appreciate your business and hope to continue a positive relationship BMW of San Diego will be sending BMWFS a check to absorb the wear and tear damages on the described vehicle Account number [redacted] You might receive a final bill from BMWFS for the disposition fee plus tax In the future please feel free to contact me directly via email or [redacted] *** Sincerely,
BMW of San Diego regrets that the customer was not satisfied with her experience at the dealership The dealership has complied with all its obligations in this transaction and the lender’s inability to fund the transaction was due to circumstances for which the 10-day recission provisions in the contract did not apply Moreover, the dealership will ensure that title to the vehicle is not in the customer's name In any event, the customer has not provided any request for specific relief or resolution and has not indicated any damages that she incurred as she was refunded all amounts that were due to herThe dealership appreciates the customer’s feedback and regrets any inconvenience, but under these circumstances, the dealership is not aware of any further relief that is appropriate
Good afternoon ***,
12.8px;">
I wanted to follow up with you regarding our discussion on ID # *** for *** ***
I would like to pick up the BMW and deliver a Loaner, so that we may inspect her BMW and determine the failure and cause of failureIf there is anything that has been incorrectly performed at BMW of San Diego, we would always do the right thing to take care of the guest
We do request the opportunity to identify the concerns that she is experiencing and the cause of failure
I have called the guest (leaving a voice message 10:13am 10.06.16) and followed up with an email to the guest at 10:
Thank you!
*** ***
Good afternoon, I have reviewed the request, diagnosis data and repair workThe repairs were performed correctly were reasonableThere was no workmanship errors or misdiagnosis performed. I have included the onboard diagnostic data from the guests BMW for reviewAs a goodwill gesture BMW of San Diego will offer to credit the guest back for the labor spent on the spark plug replacement and coils, in the amount of $
*** ***
Service Manager
BMW of San Diego
*** *** ***
Good afternoon,
We have reviewed the consumers request for participation and the sequence of repairs / concerns with his BMW. As the repair facility, our diagnosis showed the turbo oil return seal was leaking. We replaced the seal on 05.25.16 and rechecked the system. The client stated...
there was a charge for the steam cleaning of the engine, our facility absorbed the cost of the steam cleaning and a detail at the time of service, at no expense to the guest (refer to RO [redacted]). A second repair was performed due to a faulty seal and covered under a parts warranty, at no expense to the guest (refer to RO # [redacted]). The final inspection on 06.15.16 indicated additional oil leaks. The facility offered a discounted price at the time. Due to the excellent service history and relationship with the guest, BMWSD will reduce the repair cost to $764.64 + tax. The guest has agreed to the offer via email communication, and will return for repairs on Friday 06.24.16.
Hello! The customer came into our dealership on 5/29/14 and had LoJack and window tint installed on her vehicle, in accordance with her requested resolution. We are not aware of any further unresolved issues. We sincerely appreciate the customer's business and hope...
Good morning Ms. [redacted],
I was able to access the records in our computer for Mr. [redacted]'s service history dating back to 04/25/2011. Mr. [redacted] brought his vehicle in several times since April of 2011, for maintenance and for mechanical concerns such as; check engine light on,...
coolant malfunction light on and overheating concerns. During his visit this time on 6/21/2016 Mr. [redacted] brought his vehicle in with a drivetrain malfunction indicator on and a loss of power. this is the first and only time that the drivetrain malfunction light was addressed, documented or diagnosed that I could find in any of our records. The vehicle was diagnosed and the technician found a fault in the system for fuel pressure system low and after trouble shooting the concern, it was deemed that the high pressure pump was leaking internally and needed to be replaced. An estimate in the amount of $1846.16 plus tax was presented to the client. Mr. [redacted] was upset because he felt that BMW knew there was an issue with the high pressure pumps and that he had experienced issues with this system while the vehicle was under warranty and thought that BMW should pay for the repairs. Mr. [redacted] contacted BMW North America and asked for assistance, they told him that based on the year of the vehicle and the current mileage of 131,652 there would no assistance for the repairs. According to Mr. [redacted] they referred him to me so that I could offer assistance. I spoke with Mr. [redacted] and told him that I had no way of providing any goodwill assistance because of the age and mileage of the vehicle. I contacted our BMW North America Aftersales Area M[redacted]ger and discussed the client's issue and I was told that there would be no assistance for warranty goodwill. I explained to Mr. [redacted] that we the dealership had no control over the warranty terms on any given item and that I could not override BMW's decision to not offer any assistance, ,but that as a courtesy to him and I would gladly extend a 10% discount for the repairs. The client was not happy with my response and when he came to pick up his vehicle, as a goodwill, I waived the $165.00 diagnosis fee that he was responsible for. Unfortunately there is nothing that the dealership can do to assist the client further in getting the repairs covered under warranty. Please let me know how I can be of further assistance to you. You can reach me on my cell at [redacted]. Thank you.
[redacted]
Service Director
On 3/10/14, Mr. [redacted] (Service Director of BMW of San Diego) sent this message directly to the consumer via email as follows:
Dear Mr....
[redacted]
We have received a complaint #[redacted] from the Revdex.com regarding your recent service visit. I have reviewed the complaint and your file. Obviously, it is difficult to tell where the tire may have picked up the screw, however, the fact remains the tire needs to be replaced because it is not safe to repair a run flat tire. There are companies that do repair them but it is BMW’s position that repairing a run flat tire can affect the how the tire performs and it is considered unsafe. In the interest of keeping you as a satisfied customer, BMW of San Diego would like to install a new tire for you free of charge. Please give me a call at the number listed below and I will arrange to have the tire replaced. Please let me know what brand of tires you have so I can confirm we have the new tire in stock. Thank you for the opportunity to service your vehicle.
[redacted]
Service Director
BMW of San Diego
Yes I purchased a nice used vehicle from there pre-owned lot, and I had a very good feeling about the whole process from start to finish. I know it is imposable for a Dealer to everything about a cars history, so I was impressed with there 30 day warranty they give on all there pre-owned inventory. I had a few minor issues with my purchase, I know it is impossible to know a cars history so I expected that there may be something unseen. I just drove right up to there service garage and was greeted and asked the reason for coming in, offered a loaner for the day while they fixed the issue. Very nice experience and I would recommend them to my mother or anyone else. Thank you G.M. and BMW of San Diego team.
Mr. [redacted]
[redacted]
Roman" size="3"> [redacted] [redacted]
Dear Mr. [redacted]
My name is [redacted], I am the New Car Sales Manager for BMW of San Diego. I apologize for the time and frustration you have spent to resolve lease-end on the 2013 BMW [redacted]
[redacted]. We at BMW of San Diego appreciate your business and hope to continue a positive relationship.
BMW of San Diego will be sending BMWFS a check to absorb the wear and tear damages on the described vehicle. Account number [redacted].
You might receive a final bill from BMWFS for the disposition fee plus tax.
In the future please feel free to contact me directly via email or [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
again, totally ignored the facts I gave and refuses to take responsibility for an item they know is faulty and started failing under true extended warranty. I understand this is their official position, but it is false and evades the responsibility to the customer, similar to the dangerous recalled airbag which I need to drive fir over a year before it will be replaced. If the most prestigious and expensive brands behave this way, l wonder where we are going. Distasteful.
Regards,
[redacted]
Our Pre-Owned Sales Manager, [redacted], has been in contact with Ms. [redacted] and she will be bringing her vehicle to the dealership Friday, October 3rd.
BMW of San Diego regrets that the customer was not satisfied with her experience at the dealership. The dealership has complied with all its obligations in this transaction and the...
lender’s inability to fund the transaction was due to circumstances for which the 10-day recission provisions in the contract did not apply. Moreover, the dealership will ensure that title to the vehicle is not in the customer's name. In any event, the customer has not provided any request for specific relief or resolution and has not indicated any damages that she incurred as she was refunded all amounts that were due to her. The dealership appreciates the customer’s feedback and regrets any inconvenience, but under these circumstances, the dealership is not aware of any further relief that is appropriate.
Good morning Ms***, I was able to access the records in our computer for Mr [redacted] 's service history dating back to 04/25/ Mr [redacted] brought his vehicle in several times since April of 2011, for maintenance and for mechanical concerns such as; check engine light on, coolant malfunction light on and overheating concerns During his visit this time on 6/21/Mr [redacted] brought his vehicle in with a drivetrain malfunction indicator on and a loss of powerthis is the first and only time that the drivetrain malfunction light was addressed, documented or diagnosed that I could find in any of our recordsThe vehicle was diagnosed and the technician found a fault in the system for fuel pressure system low and after trouble shooting the concern, it was deemed that the high pressure pump was leaking internally and needed to be replaced An estimate in the amount of $plus tax was presented to the client Mr [redacted] was upset because he felt that BMW knew there was an issue with the high pressure pumps and that he had experienced issues with this system while the vehicle was under warranty and thought that BMW should pay for the repairs Mr [redacted] contacted BMW North America and asked for assistance, they told him that based on the year of the vehicle and the current mileage of 131,there would no assistance for the repairs According to Mr [redacted] they referred him to me so that I could offer assistance I spoke with Mr [redacted] and told him that I had no way of providing any goodwill assistance because of the age and mileage of the vehicle I contacted our BMW North America Aftersales Area M***ger and discussed the client's issue and I was told that there would be no assistance for warranty goodwillI explained to Mr [redacted] that we the dealership had no control over the warranty terms on any given item and that I could not override BMW's decision to not offer any assistance, ,but that as a courtesy to him and I would gladly extend a 10% discount for the repairs The client was not happy with my response and when he came to pick up his vehicle, as a goodwill, I waived the $diagnosis fee that he was responsible forUnfortunately there is nothing that the dealership can do to assist the client further in getting the repairs covered under warranty Please let me know how I can be of further assistance to you You can reach me on my cell at [redacted] Thank you [redacted] Service Director
On 3/10/14, Mr [redacted] (Service Director of BMW of San Diego) sent this message directly to the consumer via email as follows: Dear Mr [redacted] We have received a complaint # [redacted] from the Revdex.com regarding your recent service visitI have reviewed the complaint and your fileObviously, it is difficult to tell where the tire may have picked up the screw, however, the fact remains the tire needs to be replaced because it is not safe to repair a run flat tireThere are companies that do repair them but it is BMW’s position that repairing a run flat tire can affect the how the tire performs and it is considered unsafeIn the interest of keeping you as a satisfied customer, BMW of San Diego would like to install a new tire for you free of chargePlease give me a call at the number listed below and I will arrange to have the tire replacedPlease let me know what brand of tires you have so I can confirm we have the new tire in stockThank you for the opportunity to service your vehicle [redacted] Service Director BMW of San Diego
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 again, totally ignored the facts I gave and refuses to take responsibility for an item they know is faulty and started failing under true extended warrantyI understand this is their official position, but it is and evades the responsibility to the customer, similar to the dangerous recalled airbag which I need to drive fir over a year before it will be replacedIf the most prestigious and expensive brands behave this way, l wonder where we are goingDistasteful Regards, [redacted]
Yes I purchased a nice used vehicle from there pre-owned lot, and I had a very good feeling about the whole process from start to finishI know it is imposable for a Dealer to everything about a cars history, so I was impressed with there day warranty they give on all there pre-owned inventoryI had a few minor issues with my purchase, I know it is impossible to know a cars history so I expected that there may be something unseenI just drove right up to there service garage and was greeted and asked the reason for coming in, offered a loaner for the day while they fixed the issueVery nice experience and I would recommend them to my mother or anyone elseThank you G.Mand BMW of San Diego team
Mr [redacted] Roman" size="3"> [redacted] [redacted] Dear Mr [redacted] My name is [redacted] , I am the New Car Sales Manager for BMW of San Diego I apologize for the time and frustration you have spent to resolve lease-end on the BMW [redacted] We at BMW of San Diego appreciate your business and hope to continue a positive relationship BMW of San Diego will be sending BMWFS a check to absorb the wear and tear damages on the described vehicle Account number [redacted] You might receive a final bill from BMWFS for the disposition fee plus tax In the future please feel free to contact me directly via email or [redacted] *** Sincerely,
BMW of San Diego regrets that the customer was not satisfied with her experience at the dealership The dealership has complied with all its obligations in this transaction and the lender’s inability to fund the transaction was due to circumstances for which the 10-day recission provisions in the contract did not apply Moreover, the dealership will ensure that title to the vehicle is not in the customer's name In any event, the customer has not provided any request for specific relief or resolution and has not indicated any damages that she incurred as she was refunded all amounts that were due to herThe dealership appreciates the customer’s feedback and regrets any inconvenience, but under these circumstances, the dealership is not aware of any further relief that is appropriate
Good afternoon ***,
12.8px;">
I wanted to follow up with you regarding our discussion on ID # *** for *** ***
I would like to pick up the BMW and deliver a Loaner, so that we may inspect her BMW and determine the failure and cause of failureIf there is anything that has been incorrectly performed at BMW of San Diego, we would always do the right thing to take care of the guest
We do request the opportunity to identify the concerns that she is experiencing and the cause of failure
I have called the guest (leaving a voice message 10:13am 10.06.16) and followed up with an email to the guest at 10:
Thank you!
*** ***
Good afternoon, I have reviewed the request, diagnosis data and repair workThe repairs were performed correctly were reasonableThere was no workmanship errors or misdiagnosis performed. I have included the onboard diagnostic data from the guests BMW for reviewAs a goodwill gesture BMW of San Diego will offer to credit the guest back for the labor spent on the spark plug replacement and coils, in the amount of $
*** ***
Service Manager
BMW of San Diego
*** *** ***
Good afternoon,
We have reviewed the consumers request for participation and the sequence of repairs / concerns with his BMW. As the repair facility, our diagnosis showed the turbo oil return seal was leaking. We replaced the seal on 05.25.16 and rechecked the system. The client stated...
there was a charge for the steam cleaning of the engine, our facility absorbed the cost of the steam cleaning and a detail at the time of service, at no expense to the guest (refer to RO [redacted]). A second repair was performed due to a faulty seal and covered under a parts warranty, at no expense to the guest (refer to RO # [redacted]). The final inspection on 06.15.16 indicated additional oil leaks. The facility offered a discounted price at the time. Due to the excellent service history and relationship with the guest, BMWSD will reduce the repair cost to $764.64 + tax. The guest has agreed to the offer via email communication, and will return for repairs on Friday 06.24.16.
Hello! The customer came into our dealership on 5/29/14 and had LoJack and window tint installed on her vehicle, in accordance with her requested resolution. We are not aware of any further unresolved issues. We sincerely appreciate the customer's business and hope...
she enjoys her vehicle. Thank you!
Good morning Ms. [redacted],
I was able to access the records in our computer for Mr. [redacted]'s service history dating back to 04/25/2011. Mr. [redacted] brought his vehicle in several times since April of 2011, for maintenance and for mechanical concerns such as; check engine light on,...
coolant malfunction light on and overheating concerns. During his visit this time on 6/21/2016 Mr. [redacted] brought his vehicle in with a drivetrain malfunction indicator on and a loss of power. this is the first and only time that the drivetrain malfunction light was addressed, documented or diagnosed that I could find in any of our records. The vehicle was diagnosed and the technician found a fault in the system for fuel pressure system low and after trouble shooting the concern, it was deemed that the high pressure pump was leaking internally and needed to be replaced. An estimate in the amount of $1846.16 plus tax was presented to the client. Mr. [redacted] was upset because he felt that BMW knew there was an issue with the high pressure pumps and that he had experienced issues with this system while the vehicle was under warranty and thought that BMW should pay for the repairs. Mr. [redacted] contacted BMW North America and asked for assistance, they told him that based on the year of the vehicle and the current mileage of 131,652 there would no assistance for the repairs. According to Mr. [redacted] they referred him to me so that I could offer assistance. I spoke with Mr. [redacted] and told him that I had no way of providing any goodwill assistance because of the age and mileage of the vehicle. I contacted our BMW North America Aftersales Area M[redacted]ger and discussed the client's issue and I was told that there would be no assistance for warranty goodwill. I explained to Mr. [redacted] that we the dealership had no control over the warranty terms on any given item and that I could not override BMW's decision to not offer any assistance, ,but that as a courtesy to him and I would gladly extend a 10% discount for the repairs. The client was not happy with my response and when he came to pick up his vehicle, as a goodwill, I waived the $165.00 diagnosis fee that he was responsible for. Unfortunately there is nothing that the dealership can do to assist the client further in getting the repairs covered under warranty. Please let me know how I can be of further assistance to you. You can reach me on my cell at [redacted]. Thank you.
[redacted]
Service Director
On 3/10/14, Mr. [redacted] (Service Director of BMW of San Diego) sent this message directly to the consumer via email as follows:
Dear Mr....
[redacted]
We have received a complaint #[redacted] from the Revdex.com regarding your recent service visit. I have reviewed the complaint and your file. Obviously, it is difficult to tell where the tire may have picked up the screw, however, the fact remains the tire needs to be replaced because it is not safe to repair a run flat tire. There are companies that do repair them but it is BMW’s position that repairing a run flat tire can affect the how the tire performs and it is considered unsafe. In the interest of keeping you as a satisfied customer, BMW of San Diego would like to install a new tire for you free of charge. Please give me a call at the number listed below and I will arrange to have the tire replaced. Please let me know what brand of tires you have so I can confirm we have the new tire in stock. Thank you for the opportunity to service your vehicle.
[redacted]
Service Director
BMW of San Diego
Yes I purchased a nice used vehicle from there pre-owned lot, and I had a very good feeling about the whole process from start to finish. I know it is imposable for a Dealer to everything about a cars history, so I was impressed with there 30 day warranty they give on all there pre-owned inventory. I had a few minor issues with my purchase, I know it is impossible to know a cars history so I expected that there may be something unseen. I just drove right up to there service garage and was greeted and asked the reason for coming in, offered a loaner for the day while they fixed the issue. Very nice experience and I would recommend them to my mother or anyone else. Thank you G.M. and BMW of San Diego team.
Mr. [redacted]
[redacted]
Roman" size="3"> [redacted] [redacted]
Dear Mr. [redacted]
My name is [redacted], I am the New Car Sales Manager for BMW of San Diego. I apologize for the time and frustration you have spent to resolve lease-end on the 2013 BMW [redacted]
[redacted]. We at BMW of San Diego appreciate your business and hope to continue a positive relationship.
BMW of San Diego will be sending BMWFS a check to absorb the wear and tear damages on the described vehicle. Account number [redacted].
You might receive a final bill from BMWFS for the disposition fee plus tax.
In the future please feel free to contact me directly via email or [redacted].
Sincerely,
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
again, totally ignored the facts I gave and refuses to take responsibility for an item they know is faulty and started failing under true extended warranty. I understand this is their official position, but it is false and evades the responsibility to the customer, similar to the dangerous recalled airbag which I need to drive fir over a year before it will be replaced. If the most prestigious and expensive brands behave this way, l wonder where we are going. Distasteful.
Regards,
[redacted]
Good afternoon,
Our Pre-Owned Sales Manager, [redacted], has been in contact with Ms. [redacted] and she will be bringing her vehicle to the dealership Friday, October 3rd.
Thank you,
[redacted]
BMW of San Diego regrets that the customer was not satisfied with her experience at the dealership. The dealership has complied with all its obligations in this transaction and the...
lender’s inability to fund the transaction was due to circumstances for which the 10-day recission provisions in the contract did not apply. Moreover, the dealership will ensure that title to the vehicle is not in the customer's name. In any event, the customer has not provided any request for specific relief or resolution and has not indicated any damages that she incurred as she was refunded all amounts that were due to her. The dealership appreciates the customer’s feedback and regrets any inconvenience, but under these circumstances, the dealership is not aware of any further relief that is appropriate.