Keeler Motor Car Company Limited Partnership

Good afternoon ***, I have been reaching out to the customer to get this misunderstanding correctedI have tried the phone numbers that we have and I also reached out via emailI have not had any response backIf he contacts you, would you please ask him to get in touch with me directlyIt is our intension to refund the deposit Kind Regards, [redacted] Keeler BMW Service Manager [redacted] ***

Good morning, [redacted] was, at the time of purchase, employed by Keeler Honda in the parts department [redacted] was interested in the Acura RSX as a secondary vehicle as her main vehicle was a Ford Mustang that she had voiced concerns about in poor weather conditions The vehicle condition of the RSX and recommended reconditioning was gone through with [redacted] prior to the sale of the vehicle [redacted] declined to do the reconditioning recommended by Keeler Honda technicians as she wanted to keep her expenses/monthly payment within a given range Keeler Honda was able to provide financing and [redacted] took ownership of the vehicle on September 27, [redacted] voiced SEVERAL times how happy she was with the purchase and how good the vehicle was Her first complaint comes no more than hours after her employment with Keeler Honda was terminatedAttached are copies of the repair orders from when the vehicle was inspected Regards, [redacted] ***

To whom it my concern: This response is in regards to ID# [redacted] 02/13/15- Mr [redacted] brought his vehicle in for a service engine soon light being onIt was found that there were misfire and fuel pump plausibility faults stored in the engine computerIt was recommended that the spark plugs and coils be replaced along with other servicesCustomer declined all repairs at that time 09/02/15- Mr [redacted] brought his vehicle in for the engine is using reduced power and may shut downFaults stored were related to the EKPS (control unit that controls the low pressure fuel pump) and for the low pressure fuel pumpIt was recommended to replace the EKPS and the low pressure fuel pumpMr [redacted] authorized the replacement of the EKPS and low pressure fuel pumpAfter replacement the vehicle was road tested to verify the repairs 09/15/15- Mr [redacted] brought the vehicle in to diagnose a check engine light and lost powerThe technician diagnosed a high pressure fuel pump based on the lower than specification output of the pumpThe high pressure pump is a mechanical pump that raises the fuel pressure to be injected into the engineThe high pressure pump is supplied fuel via the low pressure pumpThis pump was replaced at no charge to Mr [redacted] as BMW has extended the warranty on that particular high pressure pumpVehicle was road tested after replacement and ran normally 09/16/15-Mr [redacted] returned for a check engine lightThe vehicle was running rough and had a misfire fault in the engine computed for a misfire on cylinder #The technician moved the spark plug and coil to different cylinders to verify the fault was with either of those componentsThe fault did not reoccurThe technician replaced the coil on cylinder # He also inspected the injectors and made note of the index number along with checking to see if they were leakingThere was no charge to Mr [redacted] for diagnosis or for the cost of the coil and its replacement 09/17/15- Mr [redacted] returned for the check engine light and the vehicle running roughIt was diagnosed by the technician that cylinder #fuel injector was malfunctioningAs per the BMW diagnostic equipment and repair procedures, all of the fuel injectors need to be replacedMr [redacted] and I did speak 9/with regards to his vehicleI explained the diagnosis and why the injectors needed to be replacedI explained that the high pressure pump is a mechanical pump that is lubricated by fuelIf the fuel supply were to stop, the high pressure pump would run dry and potentially cause premature wear and/or failureWhen this happens, metal from the pump and be sent though the fuel system Mr [redacted] wanted us to refund him the cost of the previous repairsI again explained that the repairs made were with his authorization and appropriate for the faults stored during the time of diagnosisMr [redacted] wanted to speak with someone else about his concerns 09/22-Mr [redacted] and I spoke at the dealershipMr [redacted] explained to me that he did not have the means to pay for such a repairI agreed that we would give a 20% discount on the parts and labor but that did not come to a resolutionI agreed that we would replace the one injector that was currently malfunctioning so he could drive the vehicle againI made it very clear that the recommended repair was to replace all the injectorsMr [redacted] asked me to give him another day and I agreedShortly after, Mr [redacted] declined the repairs with the service advisor and picked up his vehicle and returned his loaner vehicle At this time, after throughout review, Keeler will not be refunding any money for previous warranted and authorized repairs Sincerely, Thomas Jess Keeler BMW and MINI Service Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10220527, and they wish to discuss with me first before they giving any offerI didn't response to them promptly, so they reached out to youNow I have replied their email For your reference, my email appear below Regards, [redacted] *** My email: Good morning, Mr***, Thanks for reaching out to me! I'm sorry I didn't response to you promptlyI've been busy these days.Shall we discuss about my refund issue through emails? English is not my first language, and I have trouble understanding people and expressing myself in vocal communication.Best wishes, [redacted] ***

I took verbal from [redacted] ***, he stated refund check will go out todayI confirmed name and address for him

Revdex.com Bryant Woods South Amherst, NY Attn: ***, Complaint Handler ext [redacted] In response to the complaint filed by [redacted] dated 2/13/2014: The vehicle was towed to Keeler Motor Car on January 7, in "non-running condition" the vehicle had just received mechanical repairs elsewhereMr [redacted] signed the work order authorizing diagnosis with a "preliminary estimate" of $Keeler Motor Car performed electrical diagnosis of the no-start condition and provided Mr [redacted] with an estimate to repair the vehicleMr [redacted] declined the repairs and had his non-running vehicle towed to his home at his expense by the towing company of his choiceKeeler Motor Car charged Mr [redacted] $including tax for electrical diagnosis of the no start conditionThere were no other chargesMr [redacted] apparently purchased non-original equipment parts elsewhere, with an employee discount, and repaired the vehicle based on the diagnosis performed by Keeler Motor carOriginal manufacturer parts cost more than aftermarket parts because they are engineered by the original equipment manufacturer specifically for the vehicleAlso, the repair estimate provided by Keeler Motor Car included the labor charges for diagnosis as well as the labor charges to replace the fuel filter, the engine crankshaft position sensor 3nrl the labor involved in getting the engine runningWhen Mr [redacted] elected not to have the vehicle repaired he was charged only the diagnostic testing labor charge and was provided the results of the diagnosis which included a list of the items needed to get the vehicle runningKeeler Motor Car has no additional responsibility in this situation [redacted] Service Director Keeler Motor Car [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I got the repairs but they still didn't not replace the valley pan which I pai labor and for the part

Based on the repair order details, the repairs were madeIf there was an issue with the repairs, this should have been addressed with the original repair facilityThere is recourse that could be taken with the supplier of the part including replacing the part, if defective, at no chargePictures of a disassembled engine with a dirty component does not show that the repairs were not performedKeeler has been more than happy to work with you, but the repairs claimed were performed and will not be refundedRegards, Keeler BMW

Mr [redacted] brought his BMW with miles in for repairs February 17th for service workAt that time is was noted that the valve cover gaskets and valley pan were leakingMr*** authorized the valve cover gaskets to be replacedThe valley pan was declined at that timeMr [redacted] returned January 12th with miles with an oil and coolant leakIt was noted that the passenger side valve cover gasket causing the oil leakIt was noted that the valley pan, lower radiator hose, and water pump cross over tube were leaking coolantThe leaking valve cover gasket was replaced under a BMW part warrantyMr [redacted] authorized the replacement of the leaking valley pan and lower radiator hose with sensorThe leaking crossover tube was declined at that timeOn January 29th with miles returned for a check engine light and a coolant leakIt was found that a PCV hose was broken, causing the check engine lightKeeler as a goodwill gesture replaced both PCV hoses with the updated designIt was noted that the water pump crossover tube was still leaking Mr [redacted] was going to have the vehicle repaired at another facility and took the vehicleI received a phone call March 19thfrom Mr***He was explaining that he had the vehicle at another dealer and they had said they are claiming the valley pan was not replacedI advised to send me some pictures to try and help figure out the situationI received an email with the picturesI reassured Mr [redacted] that the valley pan was new and we had indeed replaced the panIf the valley pan was leaking or was defective, we would have been happy to address the concernsThe vehicle has been taken apart at another facility and accusation made without the ability to inspect the vehicleKeeler Motor Car Company will not be reimbursing for any repairs performed Kind regards, [redacted] ***

On May 31, 2016 Mr. [redacted] had his vehicle in our service department for a check engine light concern. It was diagnosed that the... concern causing the check engine light was related to the oxygen sensor after the catalytic converter as well as well as the wiring harness. It was also noted at that time that there was a nail in the l/r tire as well as a hole in the r/r tire along with other maintenance related concerns. Mr. [redacted] declined any repairs to be performed. Shortly thereafter, Mr. [redacted] contacted me to discuss his recent service visit with us. He expressed his concern with the check engine light as well as why his tires were not covered under his wheel and tire insurance. I explained that there are many different concerns that can cause a check engine light can cause the check engine light to illuminate. When the light comes on, it is giving an indication that there is an issue with an emissions control devise or the vehicle is emitting more emissions that it was designed. Mr. [redacted] had a concern early in his ownership related to engine throttle. We discussed and it was agreed that these two concerns were independent of each other and Mr. [redacted] expressed his understanding. With regards to the tires, I had asked Mr. [redacted] the privilege to investigate and I would get back in touch with him. I reached back out to Mr. [redacted] after gathering my information. He indeed has a wheel and tire insurance policy for road hazard protection. Typically punctures or damage that cause the tire to not hold air would be covered under this protection. There is a minimum tread depth for the tires to be covered under the policy. I explained that the reason for his tire policy not coving the tires was due to the tread being under the minimum tread depth and the tires were considered to be beyond the service life of the tire. I also explained that the determination of coverage is made by the insurance company and not Keeler Motor Car. I also explained that due to the run flat nature of the tires, it is not recommended by the tire manufacturer or the vehicle manufacturer to repair the tire. I advised the tires would need to be replaced. Mr. [redacted] expressed his concern of how could a vehicle need tires within 9,000 miles of ownership. As a goodwill gesture Mr. [redacted] was advised that Keeler Motor Car would replace one tire at no charge if Mr. [redacted] paid for the other tire. It was agreed on 06/09/2016 via phone. With regard to the check engine light concern, a goodwill gesture of $300 off the repair cost of $1400 was offered to Mr. [redacted] . Mr. [redacted] agreed to have the repairs made 06/14/2016 via phone. Mr. [redacted] brought the vehicle in to have the repairs completed on June 27,2016. The repair order reads line A “The customer states to please replace the 2 front tires. Keeler is paying for one and cust. is paying for the other.” Line B “Customer states the CEL is on and the car needs and O2 sensor and to replace the faulty wiring harness. Total pay for est 1100.00, Toby is adding 300.00 from sales. total bill for CEL is $1400.00.” At this point, I believe Keeler Motor Car has made good with regards to this situation. The vehicle was purchased over a year ago and has gone over 9,000 miles in that year. With $560.53 of goodwill contributed to the most recent repair bill, there will be no further contributions. However, should Mr. [redacted] choose to end his warranty early, we can find out how much will be prorated back to him for the early cancellation. If there are any further questions or anything else needed, please feel free to contact me directly. Sincerely, Tom J [redacted] Sales Manager Keeler Motor Car Company [redacted] ***

The fee being charged is from Mercedes Benz Financial and is a disposition fee for all Mercedes Benz leasesIt covers the cost of administration and taking the vehicle to auction so the bank, Mercedes Benz Financial, can auction the car off This is not a fee imposed by Keeler Motor Car Company and the fee is spelled out in the original lease documentation [redacted] General Manager Keeler Motor Car Company

Good afternoon, This response is in regards to I.D***. On 8/6/2014, Ms
">*** came in for a concern of a vibration while acceleratingIt was found that both front axles were rusted and causing a vibrationBoth axles were replaced at that time. Her initial complaint wasn’t corrected by replacement of the axle even though her axles were wornInstallation of the axles could not cause the wear to the differential and it was noted that the differential was wornWe have reached out to Ms*** and came to an agreement to refunded the cost of labor, parts, and tax for the axle that did not repair her concern. Kind regards, *** *** Keeler Honda Service Manager

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Yes, as I stated in my original complaint, at the time of purchase I was employed by Keeler HondaMy employment and termination have nothing to do with anything regarding this complaint except for the fact that I no longer fear losing my job by reporting this wrong doing by Keeler because I no longer work thereRegardless of me being employed there or not, I am also a paying customerI did explain my concerns to the service manager *** *** several times, but also told him I was worried about being such a new employee that if I complained to someone higher up, they would fire me to which he thought it would be best if I just didn't make any waves and deal with the repairs myselfAgain, the moment I took the test drive I told my salesperson the vehicle needed brakes, and also voiced my concern several times to him and the finance departmentI also asked to see the PDI checklist and recommended repair orders but I got an excuse or brush off every time"We'll take care of it" or "we'll look into that for you" was all I was toldNo one said yes *** we've fixed those issues for youNo one ever went through the pre delivery check list of the so called recommended repairs with meIn fact, this is the first time I am seeing any of those documents, and looking at them only proves Keeler did know about the brake and compliance bushing issuesThey refused to fix them prior to purchase as a part of the conditions of sale despite my askingAlso, it was never mentioned to me that had I approved the work would that cost be added into my payment as suggested by *** ***Why would that even be a factor in my payment? Based on the PDI form those services checked needing urgent attention should have been fixed prior to even allowing someone to test drive the vehicle let alone purchase itIf I had seen those recommendations and declined, there would have been a paper trail with my signature on that form declining, there is none such thing otherwise Keeler would have attached that as wellNone of those documents have my name and address on them or any personal information or signatureI also see that Keeler's response completely skirted my issue with the sales price of the vehicle and what I was told in regard to thatThat I would only pay what they (the company) had into itMeaning the cost they allowed for the trade in and any reconditioning done to post the car for saleNow that I have the PDI forms showing they paid no charge for any of the reconditioning done, I would like to see some documentation showing what they may or may not have paid to take the car in trade so that I can compare it to my sales documents of what I paid for the vehicleTo me that would be the fairest way to show legally and determine what I should expect as a refundI am attaching a copy of all of the receipts for parts I personally paid for to make the vehicle safe, a copy of the used car Bill of Rights and have marked the section applicable to my complaintI've also attached a copy of my sales order for the vehicle in question. Regards, *** ***

We spoke to the client today. He was denied a paint repair claim from the previous paint and fabric protection company we used previously. We offered to refund his purchase price on the
warranty and told him we would also look into the repair with our body-shop to see if it was something that we could fix. He was very happy and will be in this Wednesday at 11:

While we do recognize Mrs***’s frustration the facts are as follows: The vibration was intermittent in nature (not always present) making diagnosis difficult. The
intermittently failing brake caliper applied resistance but did not keep the tire from rotatingIf a tire was not rotating the vehicle would not move. The ***’s vehicle is out of manufacturer’s warranty
Once the brake situation was identified, Keeler Motor Car and American *** replaced the failed components at no charge as an out of warranty gesture of goodwill. Increased resistance from the right rear brake would not “distort” the front end alignmentIf one of the new brake pads was installed incorrectly , or “slipped” Keeler Motor Car would have repaired it at no chargeIf provided a copy of the receipt for repair of the “rear brake pin” Keeler Motor Car will gladly reimburse Mrs*** $54.24 Tires and wheel alignment are maintenance items which are customer responsibility

Mr*** and I spoke and set up a time for me to inspect the wheelsKeeler paid to have Alloy Wheel Repair refinish his wheelsMr*** was happy with the finish of the wheelsThank you for your time in this and I am glad we could come to a resolution.Regards,*** *** Keeler BMW Service Manager
***

Good Morning ***
class="MsoNormal">I am responding in regards to ID# ***
*** *** came in to our MINI service department for service at 8:August 6, 2014. A repair order was written asking for us to check and advise on the brakes, perform a brake fluid flush, replace the micro filter (in cabin air filter), replace the engine air filter, and diagnose the check engine light. There was a preliminary estimate of $on the repair order that *** *** signed. The service work was performed, the brakes inspected and check engine light diagnosed. At 9:the service advisor spoke with *** *** regarding the diagnosis and recommendations that the technician noted
*** *** authorized us to replace the thermostat that was the cause of the check engine light, replace the front brakes, and replace a leaking water pump. A short time after, *** *** came back to the advisor and declined the work.No additional repairs or services were performed. The vehicle was reassembled and sent to be washed and vacuumed. At check out, *** *** questioned the chargesIt was explained that the charges were for what was originally on the repair order. None of the additional repairs and services needed had been performed. As a good will gesture, we did not charge for the diagnosis. The amount that *** *** was charged was the for the brake fluid flush, micro filter, and engine air filter that were requested at the initial write up
Attached is a copy of the original repair order. At this time Keeler will not be refunding any money to *** *** for the services performed at her request
Kind regards,
*** ***
Keeler MINI Service Manager
***
*** ***
“My dealer is Keeler”
***
***
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Good afternoon ***,
"">I have been reaching out to the customer to get this misunderstanding correctedI have tried the phone numbers that we have and I also reached out via emailI have not had any response backIf he contacts you, would you please ask him to get in touch with me directlyIt is our intension to refund the deposit. Kind Regards, *** *** Keeler BMW Service Manager *** ***

Revdex.com I.D. number [redacted]  To whom it may concern:  Mr. [redacted] had his tires installed 3/27/14. Part of the installation process is to reset the tire pressure monitoring system for the new tire locations and pressure. The technician performed a three mile road test after...

the service. In the event of a malfunction, the "TPM Inactive" warning is displayed. When a malfunction occurs, this light is illuminated immediately. Two hours after the Mr. [redacted] picked up his vehicle, he called stated we did not reset his tire pressure light. We advised to stop in the next morning and we can take care of it. Mr. [redacted] came in the following day. It was noted that the TPM Inactive light was illuminated. We advised that it was not a matter of resetting the light, but there was a malfunction with the system. Diagnosis confirmed that the tire pressure receiver near the left rear wheel had corrosion in the connector as well as the module. This component is part of the vehicle and not the wheel. It was explained to Mr. [redacted] that the malfunction light was due to corrosion and he authorized the repairs. A few weeks later, Mr. [redacted] called accusing us of damaging his wheels while it was here. I advised that I would like to see the damage myself and if it was something that was done while here for repairs, I would have it corrected. Mr. [redacted] never gave me the opportunity to inspect the wheels.
At this time, I do not believe that we damaged his wheels, nor do I think it is appropriate for Keeler to pay for new aftermarket wheels for cosmetic imperfections/damage. We are more than willing to reopen a dialogue with Mr. [redacted] again, but to date; he has not given us the opportunity to inspect the damage we are being accused of. Regards,  [redacted] Keeler BMW Service Manager [redacted]

Good afternoon,
face="Calibri">This response is in regards to I.D. #[redacted]. We have been in touch with Mr. [redacted] about his concern. We have resolved the issue in that we are taking care of the cost of the replacement carpet of his choice. Mr. [redacted] accepted this resolution and will be back in touch once he has made his decision. At any time he needs, he can reach back out to [redacted] or myself.
[redacted]
[redacted]
Keeler BMW Service Manager
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[email protected]