Freeman Motor Company Inc

The customer did purchase a BMW Xfrom us in It was an transaction with no promises or guarantees attachedAfter driving the vehicle and hearing squeaky brakes she requested we look at itWe tried to remedy the squeaky brakes without replacing pads that still had life left
on themWe thought it was fixed and she came back saying they were squeaking even louderAt that point under goodwill, we replaced the brake pads and rotorsShe called and complained again about the brakes squeaking, we couldn't duplicate the issue, but decided to just replace with OEM brakes and rotors under goodwillShe again complained about a squeaking soundWe scheduled her in and we could not duplicate the sound, other than noises your brakes would makeAfter going above and beyond what we are obligated to do (which is nothing) we told her if she is not happy with the vehicle, trade it in for something else and we will give you a fair valueWe had our sales guys reach out to her and she never came inWe have gone through great lengths to make this customer happy and there doesn't seem to be a point where she will be happyWe have spent thousands of dollars, had many conversations (all well documented), and a lot of many hours to try to come to a workable solutionAt this point we feel what we have offered is fair, so if the *** wants to trade the vehicle in we will give her fair trade in value and that is all we can offer

Complaint: ***I am rejecting this response because:1)Freeman Motors continues to deny their responsibility regarding selling a vehicle with known brake issues. Furthermore, they continue to dismiss this fact (despite acknowledgement / agreement from service department manager in email document) that I purchased the vehicle with the knowledge that the brake issue would be easily rectified as stated by the sales person during the test driveI would not have purchased the vehicle had I not been assured that the brake noise was an "easy repair".2)After my numerous attempts to have Freeman Motors repair the vehicle to date the brake issue remains. I also am unsure as to what if any repairs were made. My receipt of numerous email /voice mail communication(s) from Freeman Motor service department personnel is conflicting, troubling and reinforces my skepticismThe incongruent and contrary statements made regarding my vehicle "repair" further support my claim that promises were made before and after the sale concerning resolution of the brake issue3) My claim of vehicle brake issues prior to purchase has been acknowledged by Freeman Motor Service manager in attached email. 4). Freeman Motor is obligated to abide by their promise of resolution of the brake issue notwithstanding how many attempts or repairs this may takeI no longer am compelled to remain patient with their repair attempts (or "claims" thereof) regarding repairs they may or may not have made. Attached are emails citing the discrepancy regarding the brake repair(s). Again, the documentation support my claim that the issue was present prior to purchase of the vehicleAgain, my only desire was to have the brake issue resolved. on my experience with Freeman Motors supplemented by the documentation I no longer believe and or have faith in the honesty of Freeman Motor owner and personnel

We have reached out to this customer, made attempts to give him some goodwill payments. he has refused and now won't answer my phone.

From: [redacted][email protected] [mailto:[redacted][email protected]] Sent: Tuesday, June 16, 2015 12:51 PMTo: complaintsSubject: Fwd: Brakes
 
Please attach to complaint for Freeman motors. Thank you.
 
From: [redacted][email protected]: [redacted][email protected]: Tuesday, June 16, 2015 12:44:02 PMSubject: Fwd: Brakes
 
 
 
From: "[redacted]" <[redacted]@freemanmotor.com>To: [redacted][email protected]: "[redacted]" <[redacted]@freemanmotor.com>Sent: Wednesday, February 25, 2015 7:57:22 AMSubject: Brakes
 
 
Good morning [redacted],
 
 I apologize for the delayed response regarding your vehicle. I have many new employees that I am training all at once and it's been a crazy last week for me. 
 
 I am not sure exactly where to go with this issue. I have spoken with my technicians and service advisors about it. We have replaced the brakes on this vehicle at least 3 times free of charge to try to rectify a noise that we have never been able to clearly hear. [redacted] stated she heard a slight squeal noise as you were driving down our driveway, but nothing on the level you are describing. Unfortunately, some slight brake noise is not unusual and as long as we inspect it and find no safety issue we don't recommend making any repairs. Sometimes it is related to damp conditions causing surface rust on the rotors, and sometimes it is driving habits that cause the noise. At this point we will need to duplicate the exact noise you are hearing in order to make any further repairs on the vehicle. If you are willing to drop the vehicle off with us to drive thoroughly we can do our best to duplicate the concern, however; If we are unable to hear it, or if we determine it is not safety related we won't recommend making any further repairs. 
 
 
 
Regards,
[redacted]
Service Manager
 
Freeman Motor Company
6320 SW Macadam Ave | Portland, OR 97239
503-595-5353 | cell: 971-322-5759 | [redacted]@freemanmotor.com
www.freemanmotor.com
 
 
From: [redacted][email protected] [mailto:[redacted][email protected]] Sent: Tuesday, June 16, 2015 12:50 PMTo: complaintsSubject: Fwd: brake noise video
 
Please attach to complaint response to Freeman Motors. Thank you. 
 
 
From: [redacted][email protected]: [redacted][email protected]: Tuesday, June 16, 2015 12:46:55 PMSubject: Fwd: brake noise video
 
 
 
 
From: [redacted][email protected]: "[redacted]" <[redacted]@freemanmotor.com>Sent: Thursday, February 26, 2015 10:58:58 AMSubject: Re: brake noise video
 
[redacted],
From: "[redacted]" <[redacted]@freemanmotor.com>To: [redacted][email protected]: "[redacted]" <[redacted]@freemanmotor.com>Sent: Thursday, February 26, 2015 9:10:13 AMSubject: Re: brake noise video
 
 
[redacted],
 
 Thank you for the video, I did hear some noise as you were stopping in reverse. That noise is one I have heard dozens of times over the last 15 years in this business. It is caused by moisture in the air creating surface rust on the friction surface of the brake rotors after the vehicle sits for a few hours or more. Then when you start to drive the car and use the brakes there is a thin layer of rust between the brake pad and the rotor, which causes that rubbing/ groaning sound the first few times you apply the brakes. For some reason it always seems to be louder in reverse, but it not a safety issue and in a lot of cases cannot be completely eliminated. As long as the brakes are working correctly and adequately stopping the vehicle, we don't recommend making any further repairs. Actually, sometimes you can make the issue worse by replacing parts. 
 
 If you have any further questions, or if you would still like to meet I am free almost any day in the late mornings between 11:00 am and noon.
 
Regards,
 
[redacted]
Service Manager
 
 
Freeman Motor Company
6320 SW Macadam Ave | Portland, OR 97239
503-595-5353 | cell: 971-322-5759 | [redacted]@freemanmotor.com
www.freemanmotor.com
 
From: [redacted][email protected] [mailto:[redacted][email protected]] Sent: Tuesday, June 16, 2015 12:53 PMTo: complaintsSubject: Fwd:
 
Please attach to complaint against Freeman Motors. Thank you.
 
 
From: [redacted][email protected]: [redacted][email protected]: Tuesday, June 16, 2015 12:43:11 PMSubject: Fwd:
 
 
 
 
From: "[redacted]" <[redacted]@freemanmotor.com>To: [redacted][email protected]: Wednesday, March 4, 2015 8:37:42 AMSubject: Re:
 
Good morning [redacted],
 
 I am available any day this week in the late morning to meet with you. I never received a voice mail from you yesterday, I only heard from [redacted] my service advisor that you had called and cancelled our meeting. I assumed you would be calling to reschedule. I understand you are stating the noise started on the test drive and I am not disputing that. My stance is that the noise isn't a safety issue. Sometimes when you are dealing with friction systems like brakes, there may be some noises associated with the normal function of that system. If the noise I heard on the video you sent me is the noise you are concerned about, I can assure you it is nothing to worry about. Furthermore, we may make it worse by continuing to replace parts. 
 
I have spoken with our general manager and our sales manager regarding your issue and we are all in agreement regarding our assessment of the situation. We have replaced the brakes on this vehicle twice now for customer satisfaction purposes, but like I stated earlier, not made it any better by replacing parts.... The brake pads have plenty of thickness and the rotors are working as designed. At this time I am not recommending any further repairs on the brakes. 
[redacted]
Service Manager
 
Freeman Motor Company
6320 SW Macadam Ave | Portland, OR 97239
503-595-5353 | cell: 971-322-5759 | [redacted]@freemanmotor.com
www.freemanmotor.com