Hansel BMW of Santa Rosa

Initial Business Response / [redacted] (1000, 9, 2015/09/16) */ To Whom it may Concern, Our [redacted] Collision center performed a repair to the right front fender area on Mr [redacted] 's Lincoln Town Car due to a collision he was involved in which was covered by his insurance Mr [redacted] had several concerns after the completion of the repairs that he wanted addressed with his vehicle - while we did not agree that the outlined issues in his Revdex.com complaint were work or collision related we agreed to look the vehicle over again As a courtesy we did pick up Mr [redacted] 's vehicle and provided a loaner to inspect and address his complaints as relevantWe were clear in our intentions as well as we had a cowl panel to install that was ordered under the original insurance claim We did discuss Mr[redacted] 's issue several times that the vehicle was melted while the paint was being dried in the paint booth as well as all of the interior being swapped out with another vehicle Our paint Booth (new) is state of the Art and has been used to paint hundreds of vehicles since its installThere has been no other reported issues on any other vehicle repaired or painted in that booth and we paint vehicles each and every day from compact to large BMW'sThe temperature is regulated would have to be at such a point that a person could not enterThe staff is in and out of the booth painting and checking on the dry time without injury We had the customers insurance company come back in and review the concerns brought up by Mr [redacted] and work qualityThere were no non conformities found with the work performed or the physical condition of the vehicle We sent the vehicle to our Repair shop - [redacted] Ford where the vehicle had been serviced previously to address a steering issue reported on the insurance claim and as a courtesy inspect the mechanical concerns and re inspect the maintenance work performed previously - The suspension tested out and is within factory specifications - The running condition was checked and it was determined and supported by Mr [redacted] 's comments that someone or a shop had been under the hood as we found several coils not plugged in correctly that could cause a misfire even though none was verified at this time We did find that several coils were slightly out of spec and they were replaced under the emission warranty on the vehicleThese repairs were not the result of the fender repair and most likely had been present for some timeThe Shop also re inspected the alignment and tire balance and all was in spec In light of customer satisfaction for any inconvenience we may have caused With Mr [redacted] 's permission we adjusted the drivers side door as someone at some point attempted to break in to the vehicle on the drivers side and tweaked the pillar and sealWe fixed a barrier seal that was loose on the same door - all non accident or work related concernsWe repaired a warped third light housing that faces the rear of the vehicle this is caused by the heat of the brake light bulbWe completely detailed the vehicle again and cleaned the interior The vehicle was extensively road tested by both shops and cleared for delivery Our Collision center manager himself returned the vehicle to the meeting point that the customer wanted to exchange vehiclesBefore the exchange we wanted to road test the vehicle with the customerImmediately, Mr[redacted] stated there were suspension concerns without leaving the parking lot - Further along in the road test the customer became more agitated for unknown reasons - They stopped at his home - the manager got out of the vehicle contacted me voicing his concerns about the situation and statements made by the customerI suggested that he retrieve our loaner and leave Mr [redacted] 's complaints are unfounded and nor associated with the work performedWe believe that we have extended assistance and goodwill beyond what would be considered reasonable Therefore no further assistance will be offered regarding this matter Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) To whom it may concern, Prior to taking my Lincoln Town Car to [redacted] BMW/Collision Center for Repairs and for a thousand plus miles after the accident, it was working flawlesslyThe engine was quiet and powerful, accelerating quickly and smoothlyRiding in my Lincoln Town Car felt like you were standing still with the road running underneath of the carIt was so smooth with no interior high speed wind noiseMy Lincoln Town Car after being repaired by [redacted] BMW/ Collision now gets plus miles per gallon less than it did before, according to the car's computerThe suspension is stiff and roughThe rides so rough the brim on my hat bounces up and down while driving my Lincoln Town CarMy Lincoln Town car rides worse than my Toyota CamryRotating the right front tire to the rear makes my Lincoln Town Car ride worseEvery time I drive my Lincoln ten miles park it for twenty minutes and then move the car forwards or backwards ten feet the front right wheel makes a ca-thunk noiseAs it did the day [redacted] returned my Lincoln Town Car to me, before we left the parking lot on the test driveMy Lincoln Town Car never did that before [redacted] BMW/Collision Center worked on itAbove miles an hour my Lincoln Town Car now has wind noise coming from the right and left side [redacted] hand wrote on the last receipt, still has wind noise The cowl grill that was replaced was damaged by [redacted] BMW/Collision CenterAfter getting the car back the first time I notice the cowl grill was not seated properlyUpon inspection I discovered that [redacted] had not only used the wrong hardware to install the grill, but had damaged the cowl grill when they removed itI am still not sure why [redacted] removed the cowl, other than to store the foam insulator that goes between the fender and the frame, which was still under the cowl grill and needing to be installed I took my Lincoln to a local car care center to see about trying to get the leather seats reconditioned after [redacted] did whatever they did to damage my Lincoln Town CarThe car care center stated that the front top panel on both of my Lincoln Town Car's front seats had been repaired and had different panels stitched into the leather seats that were not the of the same materialIt seems odd that a Lincoln Town only with 50,miles on it would need to have both front seats repaired in the same place `` [redacted] stated in the rebuttal that a representative, from my insurance company, came to [redacted] BMW/Collision Center to inspect the carI called my insurance company and there is no record of anyone ever going to [redacted] BMW/Collision Center to inspect or look at my Lincoln Town CarAccording to my insurance company the whole claim was handled in office [redacted] further stated that several coils were not plugged in correctly but the receipt say there was supposedly only one connection not fully seatedHe further states that several coils were replaced while the receipt says there were only two coils and two spark plugsThe spark plugs in my Lincoln Town Car's Northstar motor are supposed to be good for 150,milesSo if the spark plugs are starting to foul there must be another reasonI have taken my Lincoln Town Car to two other mechanics, both said the engine is missing and knockingBoth said you can hear and feel the engine missing and knocking without a computer to tell you soBoth also agreed that the air ride suspension is not functioning properlyAs for the engine performing within specifications: Just because a brand new motor leaking a quart of oil a week is considered within manufactures specifications, this does not make it right! [redacted] wrote on my last receipt, still has wind noiseThe scratches on the inside of the door jam from someone opening the car door where there before I bought the car and did not affect My Lincoln Town Car [redacted] did not have my permission to adjust the driver doorIn fact I told [redacted] if he had to adjust the door then [redacted] BMW/Collision Center damaged the seals, because they were fine before I brought [redacted] BMW/Collision Center the car [redacted] asked me if I wanted [redacted] to condition the leather seats in my Lincoln Town CarI replied, if he thought it would helpAt no time did I ever ask [redacted] to detail my whole car as it stated on the receipt [redacted] BMW/Collision Center also removed the driver's side interior kick plate, to adjust the inner door seal and did not get the kick panel reinstalled right nor did they find or fix the air/wind noise [redacted] has never been to my house [redacted] stepped out of the car when we got back to the meeting place after the last test drive, and wandered out of ear shotWhen he returned he said [redacted] did not want to talk with meI asked [redacted] to call [redacted] back and he refused [redacted] then proceeded to try and physically intimidate me, told me that he and [redacted] were done and to give him the keys for the lonerI told [redacted] the Lincoln has not been repaired and he needed to take it back and fix it [redacted] refusedI eventually returned the keys to the loaner and [redacted] quickly sped out of the parking lotThe BMW loaner was the closest thing I had to driving something similar in ride and performance as my Lincoln Town Car used to be When I complained to one of [redacted] other employees about my problems with my LincolnThe mechanic simply told me that's why people buy new carsWhat this response says to me is that [redacted] BMW is in the business of selling cars not fixing them [redacted] 's reply is full of holes and inconsistencies between what [redacted] said and what is on the receipt [redacted] seems very miss informed and has nothing other than [redacted] 's word to go onThis is not worth much in my opinionNor has [redacted] addressed the blown rear speaker(s) in my Lincoln Town CarOr the problems with the tires and wheels that the tire shop found [redacted] writes as if the complaint was filed before he did the last repairs, also not trueThe Revdex.com complaint was filed after [redacted] refused to talk with me

Initial Business Response /* (1000, 9, 2015/09/16) */
To Whom it may Concern,
Our [redacted] Collision center performed a repair to the right front fender area on Mr. [redacted]'s 2009 Lincoln Town Car due to a collision he was involved in which was covered by his insurance.
Mr. [redacted] had several...

concerns after the completion of the repairs that he wanted addressed with his vehicle - while we did not agree that the outlined issues in his Revdex.com complaint were work or collision related we agreed to look the vehicle over again.
As a courtesy we did pick up Mr. [redacted]'s vehicle and provided a loaner to inspect and address his complaints as relevant. We were clear in our intentions as well as we had a cowl panel to install that was ordered under the original insurance claim.
We did discuss Mr.[redacted]'s issue several times that the vehicle was melted while the paint was being dried in the paint booth as well as all of the interior being swapped out with another vehicle.
Our paint Booth (new) is state of the Art and has been used to paint hundreds of vehicles since its install. There has been no other reported issues on any other vehicle repaired or painted in that booth and we paint vehicles each and every day from compact to large BMW's. The temperature is regulated would have to be at such a point that a person could not enter. The staff is in and out of the booth painting and checking on the dry time without injury.
We had the customers insurance company come back in and review the concerns brought up by Mr. [redacted] and work quality. There were no non conformities found with the work performed or the physical condition of the vehicle.
We sent the vehicle to our Repair shop - [redacted] Ford where the vehicle had been serviced previously to address a steering issue reported on the insurance claim and as a courtesy inspect the mechanical concerns and re inspect the maintenance work performed previously - The suspension tested out and is within factory specifications - The running condition was checked and it was determined and supported by Mr. [redacted]'s comments that someone or a shop had been under the hood as we found several coils not plugged in correctly that could cause a misfire even though none was verified at this time.
We did find that several coils were slightly out of spec and they were replaced under the emission warranty on the vehicle. These repairs were not the result of the fender repair and most likely had been present for some time. The Shop also re inspected the alignment and tire balance and all was in spec.
In light of customer satisfaction for any inconvenience we may have caused.
With Mr. [redacted]'s permission we adjusted the drivers side door as someone at some point attempted to break in to the vehicle on the drivers side and tweaked the pillar and seal. We fixed a barrier seal that was loose on the same door - all non accident or work related concerns. We repaired a warped third light housing that faces the rear of the vehicle this is caused by the heat of the brake light bulb. We completely detailed the vehicle again and cleaned the interior.
The vehicle was extensively road tested by both shops and cleared for delivery.
Our Collision center manager himself returned the vehicle to the meeting point that the customer wanted to exchange vehicles. Before the exchange we wanted to road test the vehicle with the customer. Immediately, Mr.[redacted] stated there were suspension concerns without leaving the parking lot - Further along in the road test the customer became more agitated for unknown reasons - They stopped at his home - the manager got out of the vehicle contacted me voicing his concerns about the situation and statements made by the customer. I suggested that he retrieve our loaner and leave.
Mr. [redacted]'s complaints are unfounded and nor associated with the work performed. We believe that we have extended assistance and goodwill beyond what would be considered reasonable.
Therefore no further assistance will be offered regarding this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern,
Prior to taking my Lincoln Town Car to [redacted] BMW/Collision Center for Repairs and for a thousand plus miles after the accident, it was working flawlessly. The engine was quiet and powerful, accelerating quickly and smoothly. Riding in my Lincoln Town Car felt like you were standing still with the road running underneath of the car. It was so smooth with no interior high speed wind noise. My Lincoln Town Car after being repaired by [redacted] BMW/ Collision now gets 4 plus miles per gallon less than it did before, according to the car's computer. The suspension is stiff and rough. The rides so rough the brim on my hat bounces up and down while driving my Lincoln Town Car. My Lincoln Town car rides worse than my 2001 Toyota Camry. Rotating the right front tire to the rear makes my Lincoln Town Car ride worse. Every time I drive my Lincoln ten miles park it for twenty minutes and then move the car forwards or backwards ten feet the front right wheel makes a ca-thunk noise. As it did the day [redacted] returned my Lincoln Town Car to me, before we left the parking lot on the test drive. My Lincoln Town Car never did that before [redacted] BMW/Collision Center worked on it. Above 55 miles an hour my Lincoln Town Car now has wind noise coming from the right and left side. [redacted] hand wrote on the last receipt, still has wind noise.
The cowl grill that was replaced was damaged by [redacted] BMW/Collision Center. After getting the car back the first time I notice the cowl grill was not seated properly. Upon inspection I discovered that [redacted] had not only used the wrong hardware to install the grill, but had damaged the cowl grill when they removed it. I am still not sure why [redacted] removed the cowl, other than to store the foam insulator that goes between the fender and the frame, which was still under the cowl grill and needing to be installed.
I took my Lincoln to a local car care center to see about trying to get the leather seats reconditioned after [redacted] did whatever they did to damage my Lincoln Town Car. The car care center stated that the front top panel on both of my Lincoln Town Car's front seats had been repaired and had different panels stitched into the leather seats that were not the of the same material. It seems odd that a 2009 Lincoln Town only with 50,000 miles on it would need to have both front seats repaired in the same place.
``[redacted] stated in the rebuttal that a representative, from my insurance company, came to [redacted] BMW/Collision Center to inspect the car. I called my insurance company and there is no record of anyone ever going to [redacted] BMW/Collision Center to inspect or look at my Lincoln Town Car. According to my insurance company the whole claim was handled in office.

[redacted] further stated that several coils were not plugged in correctly but the receipt say there was supposedly only one connection not fully seated. He further states that several coils were replaced while the receipt says there were only two coils and two spark plugs. The spark plugs in my Lincoln Town Car's Northstar motor are supposed to be good for 150,000 miles. So if the spark plugs are starting to foul there must be another reason. I have taken my Lincoln Town Car to two other mechanics, both said the engine is missing and knocking. Both said you can hear and feel the engine missing and knocking without a computer to tell you so. Both also agreed that the air ride suspension is not functioning properly. As for the engine performing within specifications: Just because a brand new motor leaking a quart of oil a week is considered within manufactures specifications, this does not make it right!
[redacted] wrote on my last receipt, still has wind noise. The scratches on the inside of the door jam from someone opening the car door where there before I bought the car and did not affect My Lincoln Town Car. [redacted] did not have my permission to adjust the driver door. In fact I told [redacted] if he had to adjust the door then [redacted] BMW/Collision Center damaged the seals, because they were fine before I brought [redacted] BMW/Collision Center the car. [redacted] asked me if I wanted [redacted] to condition the leather seats in my Lincoln Town Car. I replied, if he thought it would help. At no time did I ever ask [redacted] to detail my whole car as it stated on the receipt.
[redacted] BMW/Collision Center also removed the driver's side interior kick plate, to adjust the inner door seal and did not get the kick panel reinstalled right nor did they find or fix the air/wind noise.
[redacted] has never been to my house. [redacted] stepped out of the car when we got back to the meeting place after the last test drive, and wandered out of ear shot. When he returned he said [redacted] did not want to talk with me. I asked [redacted] to call [redacted] back and he refused. [redacted] then proceeded to try and physically intimidate me, told me that he and [redacted] were done and to give him the keys for the loner. I told [redacted] the Lincoln has not been repaired and he needed to take it back and fix it. [redacted] refused. I eventually returned the keys to the loaner and [redacted] quickly sped out of the parking lot. The BMW loaner was the closest thing I had to driving something similar in ride and performance as my Lincoln Town Car used to be.
When I complained to one of [redacted] other employees about my problems with my Lincoln. The mechanic simply told me that's why people buy new cars. What this response says to me is that [redacted] BMW is in the business of selling cars not fixing them.
[redacted]'s reply is full of holes and inconsistencies between what [redacted] said and what is on the receipt. [redacted] seems very miss informed and has nothing other than [redacted]'s word to go on. This is not worth much in my opinion. Nor has [redacted] addressed the blown rear speaker(s) in my Lincoln Town Car. Or the problems with the tires and wheels that the tire shop found. [redacted] writes as if the complaint was filed before he did the last repairs, also not true. The Revdex.com complaint was filed after [redacted] refused to talk with me.