Complaint: ***
I am rejecting this response because: Because unfortunately, the truth is, they’re trying to value my car by using a word impervious or comparable vehicle age with thousands more miles on itMr*** stated: That BMW’s are some of best built and technologically advanced cars built. The fact still remains BMW of San Antonio is charging customers for list prices on parts, charging for diagnostic that were not run and finding things wrong with your carEach time you take your car back in, you're getting charged for labor and diagnostic fees that are needless or overpriced servicesThis is unfair and misleading business practices that has to end
Regards,
*** ***
Point blankHis response states that he did in fact at some point offer a higher value on my trade, while raising the price of the advertised priceWhich in my opinion is not fairHe also does not mention a return call was ever granted to my escalationHe states my vehicle isn't worth the value I think it is, yet he has the exact same model and year with more mileage selling on the lot for $39k, while he's offering me $30k for mine with 6k less in milesI understand clearly that my business is not even a simple return call and that you either make a killing on the trade or on the car priceThe sales rep did tell me that $39k "was the price before negotiations would take place", so BMW SA does nego with people but me? Maybe if I looked more the part of a BMW customer and I was NOT minority I would receive the type of smooth transaction my Caucasian coworkers received hereWell, go ahead and close out the ticketI have spoken to the sales manager over at bmw austin and I will be making the drive there to purchase this vehicleNumber dealership in the country is more like San Antonian loyalty to the brand and lack of options to buy BMW's in San Antonio than "great service". Complaint: ***
I am rejecting this response because:
Regards,
*** ***
We are very aware of Mrs *** situation and have communicated with the roadside service provider on the issue and we are very sympathetic to her situationFrom a mechanical standpoint there is no physical way that any service work we did could of caused the damage to the vehicleThe fact that the
suspension is bent suggests it was damaged while driving or being pulled onto a wreckerMy guess would be the first wrecker driver caused the damage and then because he couldn't complete the job left the damaged car without knowledge to the owner, the secondary wrecker company or us.At this point we cannot file a claim against the roadside company or wrecker company an behalf of Mrs*** she would need to do that herself. If that did nor work she can file an insurance claim on her insurance and have them subrogate against the roadside companies insurance. Again we feel very badly for Mrs*** situation but we absolutely could not of caused the damage based on what they are and the work we did. Sincerely*** ***General ManagerBMW of San Antonio
Regarding ***’s complaint it is very typical for manufacturers to decline warranty repair on wear items such as leather and interior trim items that can be affected by outside influencesIn an attempt to help *** “we did dye his seat for him at the dealerships expense” when BMW
declined the warranty repairAs far as the cut in the door panel it wouldn’t be covered under any manufacturer’s warrantyThe comment that *** heard from BMW customer relations about it being up to the dealer and the manager might be in reference to the discretion we have on cars out of warranty to cover but that would not include cars under warranty for non-warrantied itemsWhile I understand ***’s frustration with BMW’s warranty guidelines I feel that BMW of San Antonio has tried to do right by the situationWe value *** as a client and want to maintain a good relationship with himUnfortunately this is a situation where as a dealership we are caught in the middle of the guidelines of BMW and the customer’s specific situation Thanks *** ***
There is no maintenance coverage on tires written or impliedTires are not covered by BMW even with warranty defects however they are covered by the tire manufacturer if a defect is foundTires are a wear item and are the responsibility of the lessee for every manufacturer I have ever worked
with. I really don't even know how to respond to this complaint as I would always try and offer help on any reasonable request
We are sorry Mr. [redacted] feels misguided but this is a very simple agreement and one of our top selling products to protect BMW owners beyond the manufacturers maintenance plan. It is also laid out with initials on each page. I have attached a copy of the agreement with Mr. [redacted] initials right...
below the cancellation clause. The clause above that goes into how to transfer the coverage which greatly increases the resale value of the vehicle. Mr. Stuckey did respond quickly and provided the information asked for but this is an insurance policy held by BMW and the only way to get a cancellation is in the event the car is totaled. Mr. [redacted] bought a fantastic car and increased it's resale value with the maintenance protection Mr. [redacted] did nothing wrong and insured that all required signatures and initials were signed.
[redacted] did not buy the car and no deceptive trade practices were used. Two of [redacted] relatives have bought from us and he was referred to [redacted] by them. We appraised [redacted]ns trade in for $30k and selling our car for the advertised price of $52,595 when he first came in. He said a...
competing dealer offered him $36k and [redacted] asked if there car was discounted and he said no. At that point [redacted] explained the practice of over allowing on a trade in as a discount instead of off the price of the car with the bottom line being the same. All of our dealing was at the advertised price with $30k for his trade-in. [redacted] did offer to [redacted]n that we could raise his trade in amount and the price of the car to show more equity to the bank and with the bottom line being the same. She also offered to let [redacted]n take his car to CarMax and sell to them and come back and buy our car for the advertised price. We are one of the top 5 BMW dealers in the United States and would never operate in the manner in which [redacted]n states and maintain the level of sales we have. I am very sorry [redacted]eels his trade is worth more but it just isn't to us. [redacted]General Manager BMW of San Antonio
To: Revdex.com[redacted] our service manager has been in contact thru email with **. [redacted] about the issue. BMW of San Antonio has changed ownership and management since **. [redacted] purchased his vehicle and have we know idea what was promised or who did the work. This store does not nor has it ever had...
a body shop and has used various shops and independent touch up companies on our used cars. We have starting referring people to Lone Star Collision as they have been doing quality work for us.I don't know what was promised on the paint repair as far as warranty or the quality of the repair performed. With that in mind I would like to offer **. [redacted] a cash payment of $275 which is half of the repair quote being as it has been two years since the purchase. That way we he can pursue a repair to his satisfaction from anyone of his choosing. If that works for **. [redacted] he can contact [redacted] and she will start the process.Thanks[redacted]General ManagerBMW of San Antonio?
We are aware of Mr. [redacted] but we are confused as to this being a Revdex.com issue. We were delivering his car over 5 hours away when a piece of sheetrock fell off of a truck and damaged the front grill. Our delivery driver actually stopped and got the piece and had the picture taken to show Mr....
[redacted] the damage. Upon arrival for delivery [redacted] spoke to Mr. [redacted] and apologized and said things like this happen when doing courtesy deliveries but we will fix the repairs. At that point Mr. [redacted] became difficult to talk to and said never mind we would be hearing from his attorney. Again at no time did we deny what happened or do anything but offer to repair it! So we are confused as to what this is for. If he would call [redacted] we can arrange for the repair as we have offered from the beginning. Sincerely [redacted]General Manager BMW of San Antonio
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your...
rejection comments below. Responding to your request of the 10 day windowI spoke with [redacted]He told me it was not the roof but the siding on the house. There was never a leak before they reroofed the house. I was in contact with him 9/01/14 about the problem. After 2 months his crew tarped the front porch last winter. Putting nails through the new roof and creating holes. After speaking with him last week he said he wanted to put on a rubber roof, I said no. As a retired MA licensed contractor supervisor, I know it is not the roof but the flashing between the porch and the house is the problem. He said he would have someone out here early this week. I have not seen or heard from him yet. I would like a new asphalt shingled roof on the front porch because of the damaged caused by nail holes from last winter. There is also damage to my floors in the living room below.
Car has ben paid off an bought back from client. If she chooses to buy another car from us in the future (within a year) she will receive full tax credits on the value of this car. We also refunded half of the sales tax paid. Thanks[redacted]
Revdex.com:
First, I would like to extend my gratitude and appreciation
to **. [redacted] for his prompt response
and offer. I could continue and display my non satisfaction; however,
this has to end. I graciously accept the offer, with one caveat,
the allocated funds be paid to Lone Star Collision, as I will take the vehicle
there for repair of the bumper.
This whole matter could have been avoided if only someone
would have call me to discuss the issues and possible options. No one did until yesterday, August 24, 2015.
In conculsion, my gratude to **. [redacted], DR Specialist, for her participation in the resolution of this matter. I have reviewed the response made by the business in reference to complaint ID [redacted]3, and find that this resolution is satisfactory to me.Regards,
[redacted]
After reviewing with my shop foreman and service manager everything on the attached documents shows that we followed every single protocol for the repairs as designed by BMW. While I empathize with Mr. [redacted] for the number of repairs in a short amount of time all of the repairs were...
necessary and were diagnosed correctly. Many times especially in severe climate states (Texas is one) time not miles is more damaging to a car. Especially when you are talking about things that are affected by heat (Catalytic system) and cold starts if a car is driven in town but has many starts and stops.Diagnostic charges are part of the repair and are always itemized separately on the Repair Order. Mr. [redacted] authorized these charges on each visit. The car came in not starting and the technician ran all the proper test plans to show that the starter was bad. Once the starter was replaced the car did start but intermittently which required the replacement of the CAS system (ignition) and that removed the intermittent no start. Both repairs were needed to fix the car.The next repair was the dash light fault code showing an issue with the catalytic converter which required significant disassembly and running of the test plan (6 hours worth of time) all in accordance with BMW repair guidelines. Attached documents has the entire test plan that was run on the car. Again we had two necessary repairs that needed to be completed that although related to one another the mass air flow sensor only showed and issue past 100 miles of test drive due to needing to get up to temperature.Again I understand and am empathetic to Mr. [redacted] situation but we did everything above board in the best interest of performing a roper repair on the car.Sincerely[redacted]General Manager BMW of San Antonio
Complaint: [redacted]
I am rejecting this response because:they say they sent a refund and I have not received it. They do have my right address because they sent me the wrong tags so I’m not sure what the issue is.
Regards,
[redacted]
Typically on the sale of used cars we price them in accordance to the equipment available with the car I.E. 1 key, no floor mats, ETC. Obviously the increase in the sale of electric cars has created a new dilemma in the charging cables that most dealerships have not dealt with including us. While I...
don't believe in any way [redacted] mislead you in getting the cable from the previous owner she was not able to do so. The car was not priced with us purchasing the cable as it was a trade assist vehicle for BMW we do not price those cars with profit typically they are sold as a loss as we are just trying to help a current customer out of a car for whatever reason. Retail on the cable is $600 and our cost is around $450 as a token of good will would you be willing to pay $225 and I will pick up the rest and wash your car when you come to pick it up?If this is agreeable please reach out to [redacted] as we will have to order the cable we currently do not have any in stock. Thanks[redacted]
Complaint: [redacted]
I am rejecting this response because:
In regards to the General Mansgers response that is unacceptable since the leather seats are fading and the car is still under warranty. An extended warranty was purchased to cover the car from bumper to bumper. If that is the case then the warranty they are selling is very deceptive to clients. BMW did not do anything to resolve the issue nor did the Dealership manger speak to us. The call to their BMW relations was done on site and the BMW representive stated that the dealership was the final say so in regards to the warranty. The service manager was on site and spoke to them as I overheard the conversation and I questioned him about it. BMW has failed to live up to their standards and reputation. The car is still under warranty and those issues should be fixed as per the coverage of the warranty. Attsched are pictures of the poor quality in workmanship. This is not the first car we have owned with leather seats and we have never experienced and issues before until the BMW. BMW should stand behind thier product and honor thier warranty. Seems like deceptive sales practices and failure to honor a warranty.
Regards,
[redacted]
Complaint: ***
I am rejecting this response because: Because unfortunately, the truth is, they’re trying to value my car by using a word impervious or comparable vehicle age with thousands more miles on itMr*** stated: That BMW’s are some of best built and technologically advanced cars built. The fact still remains BMW of San Antonio is charging customers for list prices on parts, charging for diagnostic that were not run and finding things wrong with your carEach time you take your car back in, you're getting charged for labor and diagnostic fees that are needless or overpriced servicesThis is unfair and misleading business practices that has to end
Regards,
*** ***
Point blankHis response states that he did in fact at some point offer a higher value on my trade, while raising the price of the advertised priceWhich in my opinion is not fairHe also does not mention a return call was ever granted to my escalationHe states my vehicle isn't worth the value I think it is, yet he has the exact same model and year with more mileage selling on the lot for $39k, while he's offering me $30k for mine with 6k less in milesI understand clearly that my business is not even a simple return call and that you either make a killing on the trade or on the car priceThe sales rep did tell me that $39k "was the price before negotiations would take place", so BMW SA does nego with people but me? Maybe if I looked more the part of a BMW customer and I was NOT minority I would receive the type of smooth transaction my Caucasian coworkers received hereWell, go ahead and close out the ticketI have spoken to the sales manager over at bmw austin and I will be making the drive there to purchase this vehicleNumber dealership in the country is more like San Antonian loyalty to the brand and lack of options to buy BMW's in San Antonio than "great service". Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and hope to work on a resolution* ***
Regards,
*** ***
We are very aware of Mrs *** situation and have communicated with the roadside service provider on the issue and we are very sympathetic to her situationFrom a mechanical standpoint there is no physical way that any service work we did could of caused the damage to the vehicleThe fact that the
suspension is bent suggests it was damaged while driving or being pulled onto a wreckerMy guess would be the first wrecker driver caused the damage and then because he couldn't complete the job left the damaged car without knowledge to the owner, the secondary wrecker company or us.At this point we cannot file a claim against the roadside company or wrecker company an behalf of Mrs*** she would need to do that herself. If that did nor work she can file an insurance claim on her insurance and have them subrogate against the roadside companies insurance. Again we feel very badly for Mrs*** situation but we absolutely could not of caused the damage based on what they are and the work we did. Sincerely*** ***General ManagerBMW of San Antonio
Regarding ***’s complaint it is very typical for manufacturers to decline warranty repair on wear items such as leather and interior trim items that can be affected by outside influencesIn an attempt to help *** “we did dye his seat for him at the dealerships expense” when BMW
declined the warranty repairAs far as the cut in the door panel it wouldn’t be covered under any manufacturer’s warrantyThe comment that *** heard from BMW customer relations about it being up to the dealer and the manager might be in reference to the discretion we have on cars out of warranty to cover but that would not include cars under warranty for non-warrantied itemsWhile I understand ***’s frustration with BMW’s warranty guidelines I feel that BMW of San Antonio has tried to do right by the situationWe value *** as a client and want to maintain a good relationship with himUnfortunately this is a situation where as a dealership we are caught in the middle of the guidelines of BMW and the customer’s specific situation Thanks *** ***
There is no maintenance coverage on tires written or impliedTires are not covered by BMW even with warranty defects however they are covered by the tire manufacturer if a defect is foundTires are a wear item and are the responsibility of the lessee for every manufacturer I have ever worked
with. I really don't even know how to respond to this complaint as I would always try and offer help on any reasonable request
Complaint is being resolved we have offered to buy the car back or let him trade it in for purchase price. Car was a hail damaged car bought as-is.
We are sorry Mr. [redacted] feels misguided but this is a very simple agreement and one of our top selling products to protect BMW owners beyond the manufacturers maintenance plan. It is also laid out with initials on each page. I have attached a copy of the agreement with Mr. [redacted] initials right...
below the cancellation clause. The clause above that goes into how to transfer the coverage which greatly increases the resale value of the vehicle. Mr. Stuckey did respond quickly and provided the information asked for but this is an insurance policy held by BMW and the only way to get a cancellation is in the event the car is totaled. Mr. [redacted] bought a fantastic car and increased it's resale value with the maintenance protection Mr. [redacted] did nothing wrong and insured that all required signatures and initials were signed.
[redacted] did not buy the car and no deceptive trade practices were used. Two of [redacted] relatives have bought from us and he was referred to [redacted] by them. We appraised [redacted]ns trade in for $30k and selling our car for the advertised price of $52,595 when he first came in. He said a...
competing dealer offered him $36k and [redacted] asked if there car was discounted and he said no. At that point [redacted] explained the practice of over allowing on a trade in as a discount instead of off the price of the car with the bottom line being the same. All of our dealing was at the advertised price with $30k for his trade-in. [redacted] did offer to [redacted]n that we could raise his trade in amount and the price of the car to show more equity to the bank and with the bottom line being the same. She also offered to let [redacted]n take his car to CarMax and sell to them and come back and buy our car for the advertised price. We are one of the top 5 BMW dealers in the United States and would never operate in the manner in which [redacted]n states and maintain the level of sales we have. I am very sorry [redacted]eels his trade is worth more but it just isn't to us. [redacted]General Manager BMW of San Antonio
To: Revdex.com[redacted] our service manager has been in contact thru email with **. [redacted] about the issue. BMW of San Antonio has changed ownership and management since **. [redacted] purchased his vehicle and have we know idea what was promised or who did the work. This store does not nor has it ever had...
a body shop and has used various shops and independent touch up companies on our used cars. We have starting referring people to Lone Star Collision as they have been doing quality work for us.I don't know what was promised on the paint repair as far as warranty or the quality of the repair performed. With that in mind I would like to offer **. [redacted] a cash payment of $275 which is half of the repair quote being as it has been two years since the purchase. That way we he can pursue a repair to his satisfaction from anyone of his choosing. If that works for **. [redacted] he can contact [redacted] and she will start the process.Thanks[redacted]General ManagerBMW of San Antonio?
We are aware of Mr. [redacted] but we are confused as to this being a Revdex.com issue. We were delivering his car over 5 hours away when a piece of sheetrock fell off of a truck and damaged the front grill. Our delivery driver actually stopped and got the piece and had the picture taken to show Mr....
[redacted] the damage. Upon arrival for delivery [redacted] spoke to Mr. [redacted] and apologized and said things like this happen when doing courtesy deliveries but we will fix the repairs. At that point Mr. [redacted] became difficult to talk to and said never mind we would be hearing from his attorney. Again at no time did we deny what happened or do anything but offer to repair it! So we are confused as to what this is for. If he would call [redacted] we can arrange for the repair as we have offered from the beginning. Sincerely [redacted]General Manager BMW of San Antonio
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your...
rejection comments below. Responding to your request of the 10 day windowI spoke with [redacted]He told me it was not the roof but the siding on the house. There was never a leak before they reroofed the house. I was in contact with him 9/01/14 about the problem. After 2 months his crew tarped the front porch last winter. Putting nails through the new roof and creating holes. After speaking with him last week he said he wanted to put on a rubber roof, I said no. As a retired MA licensed contractor supervisor, I know it is not the roof but the flashing between the porch and the house is the problem. He said he would have someone out here early this week. I have not seen or heard from him yet. I would like a new asphalt shingled roof on the front porch because of the damaged caused by nail holes from last winter. There is also damage to my floors in the living room below.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Car has ben paid off an bought back from client. If she chooses to buy another car from us in the future (within a year) she will receive full tax credits on the value of this car. We also refunded half of the sales tax paid. Thanks[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]
Regards,
[redacted]
Revdex.com:
First, I would like to extend my gratitude and appreciation
to **. [redacted] for his prompt response
and offer. I could continue and display my non satisfaction; however,
this has to end. I graciously accept the offer, with one caveat,
the allocated funds be paid to Lone Star Collision, as I will take the vehicle
there for repair of the bumper.
This whole matter could have been avoided if only someone
would have call me to discuss the issues and possible options. No one did until yesterday, August 24, 2015.
In conculsion, my gratude to **. [redacted], DR Specialist, for her participation in the resolution of this matter. I have reviewed the response made by the business in reference to complaint ID [redacted]3, and find that this resolution is satisfactory to me.Regards,
[redacted]
After reviewing with my shop foreman and service manager everything on the attached documents shows that we followed every single protocol for the repairs as designed by BMW. While I empathize with Mr. [redacted] for the number of repairs in a short amount of time all of the repairs were...
necessary and were diagnosed correctly. Many times especially in severe climate states (Texas is one) time not miles is more damaging to a car. Especially when you are talking about things that are affected by heat (Catalytic system) and cold starts if a car is driven in town but has many starts and stops.Diagnostic charges are part of the repair and are always itemized separately on the Repair Order. Mr. [redacted] authorized these charges on each visit. The car came in not starting and the technician ran all the proper test plans to show that the starter was bad. Once the starter was replaced the car did start but intermittently which required the replacement of the CAS system (ignition) and that removed the intermittent no start. Both repairs were needed to fix the car.The next repair was the dash light fault code showing an issue with the catalytic converter which required significant disassembly and running of the test plan (6 hours worth of time) all in accordance with BMW repair guidelines. Attached documents has the entire test plan that was run on the car. Again we had two necessary repairs that needed to be completed that although related to one another the mass air flow sensor only showed and issue past 100 miles of test drive due to needing to get up to temperature.Again I understand and am empathetic to Mr. [redacted] situation but we did everything above board in the best interest of performing a roper repair on the car.Sincerely[redacted]General Manager BMW of San Antonio
Complaint: [redacted]
I am rejecting this response because:they say they sent a refund and I have not received it. They do have my right address because they sent me the wrong tags so I’m not sure what the issue is.
Regards,
[redacted]
Typically on the sale of used cars we price them in accordance to the equipment available with the car I.E. 1 key, no floor mats, ETC. Obviously the increase in the sale of electric cars has created a new dilemma in the charging cables that most dealerships have not dealt with including us. While I...
don't believe in any way [redacted] mislead you in getting the cable from the previous owner she was not able to do so. The car was not priced with us purchasing the cable as it was a trade assist vehicle for BMW we do not price those cars with profit typically they are sold as a loss as we are just trying to help a current customer out of a car for whatever reason. Retail on the cable is $600 and our cost is around $450 as a token of good will would you be willing to pay $225 and I will pick up the rest and wash your car when you come to pick it up?If this is agreeable please reach out to [redacted] as we will have to order the cable we currently do not have any in stock. Thanks[redacted]
Complaint: [redacted]
I am rejecting this response because:
In regards to the General Mansgers response that is unacceptable since the leather seats are fading and the car is still under warranty. An extended warranty was purchased to cover the car from bumper to bumper. If that is the case then the warranty they are selling is very deceptive to clients. BMW did not do anything to resolve the issue nor did the Dealership manger speak to us. The call to their BMW relations was done on site and the BMW representive stated that the dealership was the final say so in regards to the warranty. The service manager was on site and spoke to them as I overheard the conversation and I questioned him about it. BMW has failed to live up to their standards and reputation. The car is still under warranty and those issues should be fixed as per the coverage of the warranty. Attsched are pictures of the poor quality in workmanship. This is not the first car we have owned with leather seats and we have never experienced and issues before until the BMW. BMW should stand behind thier product and honor thier warranty. Seems like deceptive sales practices and failure to honor a warranty.
Regards,
[redacted]