This is the second car this family has purchased from us and should know how we run our business.The car did not leave here with damage on the hood or they would not have purchased the car and in regards to the tire, the customer was offered a policy that would have taken care of this expense but, they chose not to purchase this.We were asked to pay for the tire also but, it also did not leave here with any damage.In regards to price changes, they were looking at two different cars that were priced $1,a part, this was confirmed with the salesperson[redacted] @autonation.com is my email address or I can be reached at the store, we would be happy to paint the hood for them at our cost to help out but will not pay for it ourselves as it was not like this two months ago when purchased.Thank you,
Complaint: [redacted] I am rejecting this response because: We feel the issue with the hood is something that should not have happened if the paint on the SUV was done correctly in the first placeWe have absolutely NO idea how this happened, and in no way did we 'drip' something on the hood as accused by your salesman *** Obviously, we feel the dealership should honor this issue since this paint problem appeared a couple of weeks after we took Ownership.And asking us to pay $to re paint a small hood like this is so obviously overpriced Also obvious that you do not wish to offer any help 'after' a purchase has been made.We are aware of other options but we feel this is BMW responsibility So we will continue to address our concerns with other agencies in hopes of finding a resolution In the mean time, we are rejecting your offer of $to repaint hood.We felt we had issues with the SUV immediately after purchase We even asked if we could make an exchange for another SUV even if it cost us more money...a flat tire the first day we drove the car....scratches on the bumper....missing cargo items....no one going over any details of the car.......rudeness and accusations from your used car managerAnd Please stop telling us how you have tried to make us happy No One at your dealership has made any attempts in doing so We were happy with our first purchase last year and that is the only reason we decided to returnWe will not make that mistake in the future [redacted]
Initial Business Response /* (1000, 5, 2015/02/10) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@autonation.com
We had agreed to remove the head unit of the customers system as part of the deal as the customer had told us it should be easy.
When the...
installer we use came to pull it out he had told one of the mnagers that every bit of BMW wiring and all the modules were missing. This means that the bluetooth module was missing as well as the BMW amps to make the system work.
It would have cost thousadnds to make the system work and this is not what we agreed to.
The customer was offerred a few options that we could do for the cost that was set aside for the removal of this old unit.
He did not like this and demanded a $1000 which is not what we agreed to nor is that older system worth that.
We offerred $300 which was the agreed upon dollar amount for the cost of the removal, he refused.
We are happy to send the $300 but the customer told us he would return the check.
This is really the only fair compromise.
Awaiting a response from the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response is un-acceptable. What we agreed on 12-31-14 was that you would return the system to me. Instead, you lead me on for 3 weeks. In that period of 3 weeks you sold the car with the after market system in it, and tell tell me after you sell it that you are only going to pay me $300.00
Now you are trying to justify your actions and your default on our agreement. There is nothing you can say that makes you look any different. Anyone reading this can see whats going on here.
You have also lost a customer. How do you justify that?
Final Business Response /* (4000, 9, 2015/02/16) */
I have spoken to [redacted] last week by phone and am looking into an alarm for his car as a way to rectify the situation.
We have been in contact by email on Friday and should come to some resolution this week.
Complaint: [redacted]
I am rejecting this response because: We feel the issue with the hood is something that should not have happened if the paint on the SUV was done correctly in the first place. We have absolutely NO idea how this happened, and in no way did we 'drip' something on the hood as accused by your salesman [redacted]. Obviously, we feel the dealership should honor this issue since this paint problem appeared a couple of weeks after we took Ownership.And asking us to pay $846 to re paint a small hood like this is so obviously overpriced. Also obvious that you do not wish to offer any help 'after' a purchase has been made.We are aware of other options but we feel this is BMW responsibility. So we will continue to address our concerns with other agencies in hopes of finding a resolution. In the mean time, we are rejecting your offer of $846 to repaint hood.We felt we had issues with the SUV immediately after purchase. We even asked if we could make an exchange for another SUV even if it cost us more money...a flat tire the first day we drove the car....scratches on the bumper....missing cargo items....no one going over any details of the car.......rudeness and accusations from your used car managerAnd Please stop telling us how you have tried to make us happy. No One at your dealership has made any attempts in doing so. We were happy with our first purchase last year and that is the only reason we decided to return. We will not make that mistake in the future.
[redacted]
Initial Business Response /* (1000, 5, 2015/09/03) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@autonation.com
We are very sorry that the customer is unhappy with their vehicle, unfortunately this was not purchased from us so we don't know the...
previous history but I can speak to the recent work that [redacted] is talking about.
On April 18, 2014 at 52,548 miles we replaced one coil under customer pay and had BMW goodwill 75% of another repair related to the fuel pump, at this time the car was already out of warranty.
July 2014, Check engine light on and we discounted the work for an 02 sensor.
Aug 2014, oil service done, no notes of any issues
Jan 2015 routine maintenance and a battery, both discounted again no issues noted
Aug 2015 check engine light on and we recommended coils as another one had gone bad(different than before) and BMW has come up with a newer version so the labor was the same to update all of them as it was to replace just one.
The car now has 73,318 miles on it and the coil we replaced 20,770 miles ago is fine.
I do not see how we could refund any money on a part that has worked fine and is not the cause of the current check engine light, if it was faulty there is a warranty through BMW that we could have replaced it under but that is not the case.
We have discounted EVERY single service to these people to try and help them out.
She currently left a nasty review online in regards to my Center that if not removed, they will receive a letter from our attorneys to do so as there is misinformation and she is slandering our business.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think the statement shows alot about Laurel BMW.
The problem we are talking about is the ignition coil. The fuel pump now has a letter out that BMW will reinburse for 100% because that part shouldn't have failed either.
The work for the ignition coil was done on April 2014 and repaired by Laurel BMW and they want me to pay again to have it repaired in August 2014.
Perhaps is a inferior vehicle as BMW has stated and a person should not buy BMW products.
Final Business Response /* (4000, 10, 2015/09/10) */
Contact Name and Title: [redacted] GM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@autonation.com
I have spoken to [redacted] twice now and have explained our position and that not everything nor, the previous coil that was replaced need to be done now, just a different one has gone bad.
She is very frustrated with BMW and not so much with us a dealer.
I believe she is trading the car in for a Honda.
Please close the case, thank you.
This is the second car this family has purchased from us and should know how we run our business.The car did not leave here with damage on the hood or they would not have purchased the car and in regards to the tire, the customer was offered a policy that would have taken care of this expense...
but, they chose not to purchase this.We were asked to pay for the tire also but, it also did not leave here with any damage.In regards to price changes, they were looking at two different cars that were priced $1,000 a part, this was confirmed with the salesperson.[redacted]@autonation.com is my email address or I can be reached at the store, we would be happy to paint the hood for them at our cost to help out but will not pay for it ourselves as it was not like this two months ago when purchased.Thank you,
We have called the customer numerous times but he does not speak English very well and said his daughter would call us back.We are still awaiting a communication from her at this point.There was a new battery and alternator installed shortly after purchase but we cannot understand the problem right...
now.We will try and help but will not pay another dealer to repair as we want to confirm if there really is a fault or problem with what we did previously as you can understand.Still waiting...........
This is the second car this family has purchased from us and should know how we run our business.The car did not leave here with damage on the hood or they would not have purchased the car and in regards to the tire, the customer was offered a policy that would have taken care of this expense but, they chose not to purchase this.We were asked to pay for the tire also but, it also did not leave here with any damage.In regards to price changes, they were looking at two different cars that were priced $1,a part, this was confirmed with the salesperson[redacted] @autonation.com is my email address or I can be reached at the store, we would be happy to paint the hood for them at our cost to help out but will not pay for it ourselves as it was not like this two months ago when purchased.Thank you,
Complaint: [redacted] I am rejecting this response because: We feel the issue with the hood is something that should not have happened if the paint on the SUV was done correctly in the first placeWe have absolutely NO idea how this happened, and in no way did we 'drip' something on the hood as accused by your salesman *** Obviously, we feel the dealership should honor this issue since this paint problem appeared a couple of weeks after we took Ownership.And asking us to pay $to re paint a small hood like this is so obviously overpriced Also obvious that you do not wish to offer any help 'after' a purchase has been made.We are aware of other options but we feel this is BMW responsibility So we will continue to address our concerns with other agencies in hopes of finding a resolution In the mean time, we are rejecting your offer of $to repaint hood.We felt we had issues with the SUV immediately after purchase We even asked if we could make an exchange for another SUV even if it cost us more money...a flat tire the first day we drove the car....scratches on the bumper....missing cargo items....no one going over any details of the car.......rudeness and accusations from your used car managerAnd Please stop telling us how you have tried to make us happy No One at your dealership has made any attempts in doing so We were happy with our first purchase last year and that is the only reason we decided to returnWe will not make that mistake in the future [redacted]
Initial Business Response /* (1000, 5, 2015/02/10) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@autonation.com
We had agreed to remove the head unit of the customers system as part of the deal as the customer had told us it should be easy.
When the...
installer we use came to pull it out he had told one of the mnagers that every bit of BMW wiring and all the modules were missing. This means that the bluetooth module was missing as well as the BMW amps to make the system work.
It would have cost thousadnds to make the system work and this is not what we agreed to.
The customer was offerred a few options that we could do for the cost that was set aside for the removal of this old unit.
He did not like this and demanded a $1000 which is not what we agreed to nor is that older system worth that.
We offerred $300 which was the agreed upon dollar amount for the cost of the removal, he refused.
We are happy to send the $300 but the customer told us he would return the check.
This is really the only fair compromise.
Awaiting a response from the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response is un-acceptable. What we agreed on 12-31-14 was that you would return the system to me. Instead, you lead me on for 3 weeks. In that period of 3 weeks you sold the car with the after market system in it, and tell tell me after you sell it that you are only going to pay me $300.00
Now you are trying to justify your actions and your default on our agreement. There is nothing you can say that makes you look any different. Anyone reading this can see whats going on here.
You have also lost a customer. How do you justify that?
Final Business Response /* (4000, 9, 2015/02/16) */
I have spoken to [redacted] last week by phone and am looking into an alarm for his car as a way to rectify the situation.
We have been in contact by email on Friday and should come to some resolution this week.
***,I am done going back and forth online.we gave you an option and did not take us up on it so I have to politely back off and move on.
Complaint: [redacted]
I am rejecting this response because: We feel the issue with the hood is something that should not have happened if the paint on the SUV was done correctly in the first place. We have absolutely NO idea how this happened, and in no way did we 'drip' something on the hood as accused by your salesman [redacted]. Obviously, we feel the dealership should honor this issue since this paint problem appeared a couple of weeks after we took Ownership.And asking us to pay $846 to re paint a small hood like this is so obviously overpriced. Also obvious that you do not wish to offer any help 'after' a purchase has been made.We are aware of other options but we feel this is BMW responsibility. So we will continue to address our concerns with other agencies in hopes of finding a resolution. In the mean time, we are rejecting your offer of $846 to repaint hood.We felt we had issues with the SUV immediately after purchase. We even asked if we could make an exchange for another SUV even if it cost us more money...a flat tire the first day we drove the car....scratches on the bumper....missing cargo items....no one going over any details of the car.......rudeness and accusations from your used car managerAnd Please stop telling us how you have tried to make us happy. No One at your dealership has made any attempts in doing so. We were happy with our first purchase last year and that is the only reason we decided to return. We will not make that mistake in the future.
[redacted]
Initial Business Response /* (1000, 5, 2015/09/03) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@autonation.com
We are very sorry that the customer is unhappy with their vehicle, unfortunately this was not purchased from us so we don't know the...
previous history but I can speak to the recent work that [redacted] is talking about.
On April 18, 2014 at 52,548 miles we replaced one coil under customer pay and had BMW goodwill 75% of another repair related to the fuel pump, at this time the car was already out of warranty.
July 2014, Check engine light on and we discounted the work for an 02 sensor.
Aug 2014, oil service done, no notes of any issues
Jan 2015 routine maintenance and a battery, both discounted again no issues noted
Aug 2015 check engine light on and we recommended coils as another one had gone bad(different than before) and BMW has come up with a newer version so the labor was the same to update all of them as it was to replace just one.
The car now has 73,318 miles on it and the coil we replaced 20,770 miles ago is fine.
I do not see how we could refund any money on a part that has worked fine and is not the cause of the current check engine light, if it was faulty there is a warranty through BMW that we could have replaced it under but that is not the case.
We have discounted EVERY single service to these people to try and help them out.
She currently left a nasty review online in regards to my Center that if not removed, they will receive a letter from our attorneys to do so as there is misinformation and she is slandering our business.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think the statement shows alot about Laurel BMW.
The problem we are talking about is the ignition coil. The fuel pump now has a letter out that BMW will reinburse for 100% because that part shouldn't have failed either.
The work for the ignition coil was done on April 2014 and repaired by Laurel BMW and they want me to pay again to have it repaired in August 2014.
Perhaps is a inferior vehicle as BMW has stated and a person should not buy BMW products.
Final Business Response /* (4000, 10, 2015/09/10) */
Contact Name and Title: [redacted] GM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@autonation.com
I have spoken to [redacted] twice now and have explained our position and that not everything nor, the previous coil that was replaced need to be done now, just a different one has gone bad.
She is very frustrated with BMW and not so much with us a dealer.
I believe she is trading the car in for a Honda.
Please close the case, thank you.
This is the second car this family has purchased from us and should know how we run our business.The car did not leave here with damage on the hood or they would not have purchased the car and in regards to the tire, the customer was offered a policy that would have taken care of this expense...
but, they chose not to purchase this.We were asked to pay for the tire also but, it also did not leave here with any damage.In regards to price changes, they were looking at two different cars that were priced $1,000 a part, this was confirmed with the salesperson.[redacted]@autonation.com is my email address or I can be reached at the store, we would be happy to paint the hood for them at our cost to help out but will not pay for it ourselves as it was not like this two months ago when purchased.Thank you,
We have called the customer numerous times but he does not speak English very well and said his daughter would call us back.We are still awaiting a communication from her at this point.There was a new battery and alternator installed shortly after purchase but we cannot understand the problem right...
now.We will try and help but will not pay another dealer to repair as we want to confirm if there really is a fault or problem with what we did previously as you can understand.Still waiting...........