Lite-House Renovations Inc

Good morning,The customer's vehicle *** was brought to us with the complaint of "customer states vehicle shut down and would not run."On repair order # *** one of our master BMW technicians inspected the vehicle. We found that the car would not turn over and had several faults
in the engine management system. Upon further inspection we found that the engine would not turn over by hand and it was seized. At this point we contacted our Technical Representative from BMW of North America for further direction.Our technical representative told us that the data that he could see on his side showed that the car was over-revved over 8,RPM when this engine has a max limit of 7,RPM. This over-rev damaged the engine and the data that he had showed that this happened at a very high rate of speed, in excess of mph. We were told that this would not be a warranty matter covered by BMW.At this point we contacted the customer and explained the situation. We explained that it was not covered under warranty and the repairs would be approximately $22,000. The customer was not very happy with this and came in to speak to my assistant service manager. We explained that this was not our decision and that we would try to work with him on the price and provide a sizable discount. The client and his mother disagreed with BMW's position and I then had a phone conversation with the customer's mother. I tried to explain that we are not the ones refusing to cover this under warranty and she would need to contact BMW corporate to discuss further with them. After that conversation I received this Revdex.com complaint.To summarize, it is BMW's belief that the vehicle was abused and the only way the this damage could have occurred was from a extreme downshift that caused the engine to be mechanically over-reved by the rear wheels.Princeton BMW would be happy to make the required repairs with the approval and payment by BMW, the customer, or insurance. I had also explained to the customer's mother that this sounds like a case where they should contact their insurance to cover the damage. They did not look into this as far as I am aware. I do not see any way that Princeton BMW would be responsible for the current repair costs.Regards,Todd G***Princeton BMW Service Manager***

Complaint: ***
I am rejecting this response because:Because I contacted BMW in December of stating an error message was appearing on my message board (Drivetrain malfunction) they stated there was nothing wrong with that message this call was made to their expert techniciansOn January 19,while coming home from the movies in PA my car completely SHUT DOWNOnce again called BMW and after explaining in detail what occurred they stated it was clearly a “Manufactures malfunction” after the car was towed a day later they stated it was my fault and needed to pay $22k for repairs, then they acted as if they were doing me a favor by dropping the price to 15kAfter speaking several times with Princeton BMW on Quakerbridge road (Frank M*** & Todd) Service managers they stated that they were not in the position nor had the authority to make the repairs without Corporates OKAfter calling corporate several times at the number they provided Corporate stated that they do not make the final decision and it has nothing to do with themNo matter how many times I called Princeton BMW THEY NEVER ONCE gave me the results of the reading but simply washed their hands and said I needed to pay.It is unfair to me as the consumer to have to pay for repairs that the dealership clearly originally stated was not my doingThey done nothing other than pass the buck with no resultThey have discriminated against me due to the damage that was caused by BMWThey continue to take payments for their high priced lemons that they sellThey need to be professional and honor the original diagnosis of it being the manufacturer malfunction and make the repairs to my carTheir answers are vague inconclusive and dismissiveHow can it go from being a manufactured malfunction to it being my doing?this is not the first time this particular BMW location has given me a hard time n it is either discriminatory or just plan unprofessional and unethical because my vehicle was not purchased through them.they need to honor their word and make the repairs to my vehicle and NO cost to me.P.s not only they want to make me responsible for their malfunction their suggesting for me to defraud my insurance company.Respectfully;*** ***
Regards,
*** ***

My name is John B[redacted] and I have recently taken over as General Manager of Princeton BMW. I am distressed to hear of your situation and would like to have a conversation regarding the matter. Please contact me as soon as it is convenient so that we may come up with a resolution.  Thank...

you, John B[redacted] General Manager Princeton BMW[redacted]

A refund check was issued in the amount of $500.00 to [redacted]. We have been holding the check as the address that was given to Princeton BMW was to a corporate building without Suite#. I just spoke with [redacted] who confirmed the correct address and I advised him that his check will arrive via...

[redacted] Thank you, [redacted]