Keeler Motor Car Company Limited Partnership

Good afternoon,
face="Calibri">I have reached out to Mr. [redacted] via phone and email. I would like to help him, but I am going to need more information related to the vehicle. If he could reach out to me, I will see what I can do.
Kind regards,
[redacted]
Keeler BMW Service Manager
###-###-#### X366
[email protected]

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

Revdex.com
100 Bryant Woods South
Amherst, NY 14228
Attn: [redacted], 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, 2014 in "non-running...

condition" the vehicle had just received mechanical repairs elsewhere. Mr. [redacted] signed the work order authorizing diagnosis with a "preliminary estimate" of $330.00 Keeler Motor Car performed electrical diagnosis of the no-start condition and provided Mr. [redacted] with an estimate to repair the vehicle. Mr. [redacted] declined the repairs and had his non-running vehicle towed to his home at his expense by the towing company of his choice. Keeler Motor Car charged Mr. [redacted] $118.80 including tax for electrical diagnosis of the no start condition. There were no other charges. Mr. [redacted] apparently purchased non-original equipment parts elsewhere, with an employee discount, and repaired the vehicle based on the diagnosis performed by Keeler Motor car. Original manufacturer parts cost more than aftermarket parts because they are engineered by the original equipment manufacturer specifically for the vehicle. Also, 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 running. When 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 running. Keeler Motor Car has no additional responsibility in this situation. 
[redacted]
Service Director
Keeler Motor Car
[redacted]

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 offer. I didn't response to them promptly, so they reached out to you. Now I have replied their email.  For your reference, my email appear below.
Regards,
[redacted] 
 
My email:
Good morning, Mr. [redacted],
 
Thanks for reaching out to me! I'm sorry I didn't response to you promptly. I'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]

Good Morning, I have reviewed the information for Mr. [redacted]. It appears that there may have been some confusion to what the warranty extension entailed. Even though it is normal for us to charge a diagnosis fee,...

in this instance we will be issuing a refund of the charges. Refund check was mailed 9/17.  Ron Draves  Honda Service Manager Keeler Motor Car Company

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]

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

Mr. [redacted] brought his 2005 BMW 645 with 43223 miles in for repairs February 17th 2014 for service work. At that time is was noted that the valve cover gaskets and valley pan were leaking. Mr. [redacted]...

authorized the valve cover gaskets to be replaced. The valley pan was declined at that time. Mr. [redacted] returned January 12th 2015 with 44873 miles with an oil and coolant leak. It was noted that the passenger side valve cover gasket causing the oil leak. It was noted that the valley pan, lower radiator hose, and water pump cross over tube were leaking coolant. The leaking valve cover gasket was replaced under a BMW part warranty. Mr [redacted] authorized the replacement of the leaking valley pan and lower radiator hose with sensor. The leaking crossover tube was declined at that time. On January 29th 2015 with 45083 miles returned for a check engine light and a coolant leak. It was found that a PCV hose was broken, causing the check engine light. Keeler as a goodwill gesture replaced both PCV hoses with the updated design. It 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 vehicle. I received a phone call March 19th2015 from Mr. [redacted]. He was explaining that he had the vehicle at another dealer and they had said they are claiming the valley pan was not replaced. I advised to send me some pictures to try and help figure out the situation. I received an email with the pictures. I reassured Mr. [redacted] that the valley pan was new and we had indeed replaced the pan. If the valley pan was leaking or was defective, we would have been happy to address the concerns. The vehicle has been taken apart at another facility and accusation made without the ability to inspect the vehicle. Keeler Motor Car Company will not be reimbursing for any repairs performed.  Kind 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 on. It was found that there were misfire and fuel pump...

plausibility faults stored in the engine computer. It was recommended that the spark plugs and coils be replaced along with other services. Customer 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 down. Faults stored were related to the EKPS (control unit that controls the low pressure fuel pump) and for the low pressure fuel pump. It was recommended to replace the EKPS and the low pressure fuel pump. Mr. [redacted] authorized the replacement of the EKPS and low pressure fuel pump. After 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 power. The technician diagnosed a high pressure fuel pump based on the lower than specification output of the pump. The high pressure pump is a mechanical pump that raises the fuel pressure to be injected into the engine. The high pressure pump is supplied fuel via the low pressure pump. This pump was replaced at no charge to Mr. [redacted] as BMW has extended the warranty on that particular high pressure pump. Vehicle was road tested after replacement and ran normally.   09/16/15-Mr. [redacted] returned for a check engine light. The vehicle was running rough and had a misfire fault in the engine computed for a misfire on cylinder #4. The technician moved the spark plug and coil to different cylinders to verify the fault was with either of those components. The fault did not reoccur. The technician replaced the coil on cylinder #4.  He also inspected the injectors and made note of the index number along with checking to see if they were leaking. There 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 rough. It was diagnosed by the technician that cylinder #4 fuel  injector was malfunctioning. As per the BMW diagnostic equipment and repair procedures, all of the fuel injectors need to be replaced. Mr. [redacted] and I did speak 9/21 with regards to his vehicle. I explained the diagnosis and why the injectors needed to be replaced. I explained that the high pressure pump is a mechanical pump that is lubricated by fuel. If the fuel supply were to stop, the high pressure pump would run dry and potentially cause premature wear and/or failure. When 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 repairs. I again explained that the repairs made were with his authorization and appropriate for the faults stored during the time of diagnosis. Mr. [redacted] wanted to speak with someone else about his concerns.  09/22-Mr. [redacted] and I spoke at the dealership. Mr. [redacted] explained to me that he did not have the means to pay for such a repair. I agreed that we would give a 20% discount on the parts and labor but that did not come to a resolution. I agreed that we would replace the one injector that was currently malfunctioning so he could drive the vehicle again. I made it very clear that the recommended repair was to replace all the injectors. Mr. [redacted] asked me to give him another day and I agreed. Shortly 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

The fee being charged is from Mercedes Benz Financial and is a disposition fee for all Mercedes Benz leases. It 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

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

Good morning,  [redacted] was, at the time of purchase, employed by Keeler Honda in the parts department.  [redacted] was interested in the 2006 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, 2014.  [redacted] voiced SEVERAL times how happy she was with the purchase and how good the vehicle was.  Her first complaint comes no more than 48 hours after her employment with Keeler Honda was terminated. Attached are copies of the repair orders from when the vehicle was inspected.  Regards, [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. Mr. [redacted] states that the technician performed a road test but I don't believe he even saw the TPM light because it was illuminated as soon as I started my car. Secondly, the technicians always put all the repairs performed on the service sheet for the customer to see. Nothing was put on the sheet by the technician which means, he didn't do it.Mr. [redacted] states that I "called back two weeks later" to let them know about the damage to the wheels. I didn't call I responded to a Service Appointment Follow-Up email from Mr. [redacted]. In that email I described in detail the damage to the rims. I never spoke to Mr [redacted] as he claims I did. Mr [redacted] and I exchanged a total of 6 emails which apparently they don't share at Keeler. Additionally, I contacted BMW of North America on 25 April and exchanged 8 emails (claim [redacted]) and had two 30-min telephone conversations regarding this issue. They said they would contact the dealership and speak with Mr. [redacted] and Mr. [redacted]. I believe they did that but Mr. [redacted] seems to be totally unaware of any of the correspondences or the issues surrounding this incident. Mr. [redacted] claims that he "doesn't believe that [Keeler] damaged the wheels" and that the chips in the paint around the lug holes are "cosmetic imperfections/damage." The chips do not appear anywhere else on the rims. The chips were caused by their technician using an air gun to remove and remount the rims. The thin-walled socket I use to take these Summer only rims on and off the car cannot even hit the areas where the chips are but the socket they use can. I am very particular with my vehicle and wash it weekly and wax it monthly. The fact that I didn't get to inspect my rims for damage for two weeks is irrelevant. Previous damages by Keeler to my car were repaired by Alloy Wheel Service in Keeler's garage and those weren't discovered either until I washed the car; about a week later. I have all the service records for this car and can verify this information. I sent Mr. [redacted] an email yesterday which he opened at 10:09 am offering to show him the wheel damage. I await his reply and would be willing to hear his offer of compensation. I know legally I cannot expect to get the full amount for the cost of new wheels but I would have at least expected, given the amount of time and effort on all sides, an offer to repair the damage. In all the correspondences with Mr. [redacted] there was never an offer to remedy the complaint. I am now preparing the proper forms in order to submit them to the Town of Colonie Small Claims Court. I am prepared to bring in the service records, emails to Mr. [redacted], and the wheels into the court to support my case.  If you would like any additional information I will be happy to send it along.  Regards,  [redacted],

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.    Regards,  [redacted]