Milton Rentals & Sales Center, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]Why us the dealership trying to hide the fact that a oil change was done as wellAs stated on the receipt there was a point inspection and it also states that I had my car inspected by another mechanic shop like I told themMy car was thoroughly inspected by the mechanic shop I went to put on a lift all lines checked etc that's how I was able to tell my service advisor at bmw of bayside that I needed to have my vacuum pump changed I only bought it to them because that was a item that was supposed to be covered under bmw's customer care package so why are they still trying to deny all the work that was done? My car ran just fine before I took it to them for service minus the vacuum pump issue so why is it that on the same day I picked up my car from them was the same day that I experienced this issue? I have videos of when my car started to give trouble and there was no trace of oil anywhere even when it was being towed up until dropping it off at their service center no leaks no trails of oil what's so ever I believe that they just put that tool there to create a problem to cover for their mistakes and not take blameTheir service advisor even admitted to have about quarts of oil in the car so where is the no oil in the engine statement coming from? I believe and was adviced by other mechanics that they didn't do a proper oil change just like they forgot to remove the tool underneath my car because they thought I was coming for itIt's a sloppy dealership and this is not the only complaint they have received recently I regret bringing my car there and would like to be compensated if they don't want to fix the engine for the damages they caused
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
Please ask them to write the check payable to meThis way I can ensure its deposited with *** *** correctly
Sincerely,
*** ***

Tell us why here... This customer has raised this issue several times with BMW North America and BMW of Bayside and our certified pre owned Manager Jonathan G*** has spoke with him previously. In all instances it was explained to the consumer that all promises and
commitments made to customers are in writing. The customer has been asked to produce this agreement to make payments for him but as of the date of this email we have nothing on file to confirm his verbal conversation and he hasn't produced any documents. If the customer is able to produce documents to support his claim the business will make those payments to him Thank you Frank A***General Manager / Center Operator

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Contacted Daniel H*** approx January Informed him Lien is not with BMW FinancialCancellation form from Nov correctly states account is with *** *** Bank with relevant account number documented by Daniel HallDaniel Hall ensured me he would stop payment of the check and issue one to *** ***This apparently was never done. Please advise them to issue the check to *** ***I have no business relationship with BMW FinancialThe amount stated is innacurate also since I'm paying interest on the money I should have been refunded already.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have been in contact with e customer and have reached a settlement. Thank you Frank A***General ManagerBmw of Bayside

BMW of Bayside will not issue a check for conditions that are not documented as it is not feasible for any business to do that. In an effort for customer satisfaction we will offer the consumer a credit for $for use in our parts or service department Thank you Frank A***Center Operator/General ManagerBMW of Bayside

I have had an opportunity to review the customer's transaction and this is what has transpired as of this date. The customer purchased the following items Tire & wheel protection policy, Paintless Dent Removal, Gap Insurance, Extended Service Contract, and a Maintenance
Upgrade. All of these policies with the exception of Maintenance Upgrade are cancelable and all the documents signed by the customer indicate as such. To date our records indicate that the customer has cancelled the Tire and Wheel Protection Policy, Gap Insurance, and Paintless Dent Removal. The proceeds in this case are forwarded to the lienholder BMFS and have been cancelled since Feb **. We can confirm that the lienholder received a total of $3,which has been credited to the customers account.The only cancelable product at this point is the Extended Service Contract which we must receive a signed cancelation form for the customer in which to do so. Please advise as to what the customer would like to do at this point. Frank A***Center Operator / General ManagerBMW of Bayside*** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Being that this was my first lease return, there was no way for me to be aware of the required paperwork to fulfill the pull ahead program communicated by the sales person In addition, the sales person had the intent to deceive for the financial benefit of the Dealership As a matter of common sense, why would someone return their leased vehicle with three months until the end of its lease, when the person would still be responsible for the remaining lease payments I would have been more than content to either continue to use the leased vehicle or delay my new vehicle purchase until such time that the lease would have endedI find the offered $to be unacceptable and completely inadequate
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Because the lienholder was not listed as *** *** in our internal records we can cut the check either to the customer or *** ***. Please advise Thank you Frank A***General Manager/ Center OperatorBMW of Bayside ***

We have no problem issuing the refund check. We did send a check to the address listed and our client advisor was contacted by the customer stating that they did not receive it and were in the process of moving.  Please provide the correct address and I will have a check processed and mailed...

within 48 hours.Thank you[redacted] / [redacted]BMW of. Bayside

I have read the Revdex.com complaint and  our response follows. Regarding a refund, the question the claimant must ask
himself is why he is entitled to FREE work on our part? Under what
circumstances would we be required to perform services to his vehicle that
should be our responsibility? Just to be clear, his vehicle has NEVER serviced
with us before and it now has 109,000 miles on it. The claimant did come in on
a Saturday prior to the installation to inquire about an estimate to install Bluetooth
and took time to follow up with our team in regards to parts being received. We
agree with that. But from our vantage point, here is what we provided…On your appointment date…Did we provide you a FREE brand new 2016 BMW 528i xDrive
Loaner car for this work? Yes. Did we call you quickly when it was discovered
after minimal disassembly that your vehicle was in fact equipped with Bluetooth
(although it is not reflected on your vehicles build sheet as an installed
option)? Yes, within an hour or so of your departure.  Did we waive the restocking fee for the return
of parts that I cannot return without charge from BMWNA? Yes. Did a BMW Master
technician spend an hour of time on your vehicle? Yes. So to quantify what we’ve
invested in your visit…New BMW 5-Series Loaner car (that we own and pay for):           $100/DayReturn of $700 of parts ordered for your vehicle (@20%):           $140 Paid to BMWNA to accept
return.An hour of shop labor paid to a BMW Master Technician:             $159/Hr                So we’ve invested in your visit a total of:                                   $399Your complaint lays blame on my shop Foreman for not “knowing”
what equipment is installed in your vehicle. While we can understand your
feelings on this lets share perspective. All 2005 X5’s were equipped with a “TCU”,
also known as a telephone control unit. Most of these units served the purpose
of emergency call services only – the “SOS” function. On certain late
production X5 vehicles, Bluetooth logic was added to the TCU. It’s not a
visible change to the unit itself (both units look identical, it was just a
software change that year). There is also an additional module with a Bluetooth
logo (which is the only hardware indicator if Bluetooth is actually installed) printed
on it that can only be found after disassembly of the interior by a technician.
The Foreman obviously did not do this extensive inspection as there would have
been a charge to bring it in the shop and take it apart. Additionally, based on
the build options sheet, there was no reason to believe this vehicle had the Bluetooth
functionality. So our Foreman acted in good faith and assumed, based on a free crude
visual inspection and the vehicle build sheet, that the truck was not equipped
and ordered an installation kit as requested by you.When the installation began, the interior panels were
disassembled to access the connectors needed to install the kit. This is where
the Master technician discovered the concealed module with a Bluetooth logo. He
immediately stopped the install and attempted to pair his phone with your
system. After clearing a pairing error and re-enabling the TCU module (which
prevented pairing), he was successfully able to pair his phone and function
test the system. It operated normally. He reassembled the interior. He then
spent time with you showing you how to pair your phone to the vehicle. All this
time we have paid him for regardless of the kit being installed or not. Your
charges of $159+tax ($173) reflect the technicians time. The $240 (Loaner +
parts return charges) that we’ve not recovered from your visit means that we’ve
willingly agreed to take a loss on this project. We have not acted in bad
faith. The claimants desire to pay zero, as if we should be able to wave a
magic wand over his ten year old truck and know what it needed without taking
it apart seems disingenuous at best. We are a for profit business, and the
livelihood of all our employees hinges on customers paying for our time and
parts. That’s all this business is when boiled down, time and parts. Your parts
have cost me $140.00 to return. I have absorbed this because what we should have done when you came in the
first time is charge you an hour of shop time to disassemble your car and
investigate fully the “as built” or “as installed” condition so we could more
accurately estimate what the vehicle needed to be Bluetooth operable. Chances
are, based on the claimants complaint that our trained technicians should just
know what’s installed in any given vehicle leads me to believe that he would
not agree to pay for said inspection either. That it should be free, so the
Dealer should make the best guess and live up to the results and investment in
that guess. It shouldn’t work that way.The claimants attempt to “try all angles” at getting our
Dealership to pay for his visit in its entirety, including the restoration of
the Bluetooth system and the training provided in the pairing of a Bluetooth device,
as if it were owed to him, is completely unfair.  And using the Revdex.com as a mechanism to try and
damage the credibility of our Dealership further indicates that the claimant
has no respect for the time of others. We’ve put $240 of our money into the
respect of his time. The claimant has invested $173, and now has a functioning Bluetooth
system and its somehow unfair? We will defend this Dealers right to charge
fairly for our time invested in any repair. We would only request that you reconsider
what’s fair.  If in the end the claimant feels
we somehow owed him the FREE restoration of his Bluetooth system and training him
how it works, then we agree to disagree.  Respectfully,Frank A[redacted]General ManagerBMW Bayside

BMW Bayside provides new, current model year loaner vehicles to customers whose service needs require an extended vehicle stay. There are 126 vehicles in the fleet representing a $7 million dollar investment by the Dealer. Contrary to the publics perception, BMW Corporation (BMWNA) does not own...

these vehicles, we do. They are bought from our new car inventory like any ordinary new car purchase, and they are placed into fleet service for our customers for 90-120 days, then they are removed and sold as Certified Used Cars with New car financing options. To sell them to the public requires them to be in "like new condition", both as a Brand requirement and a customer expectation. That said, at any given time, there are 20 plus cars in the Body Shop for various levels of damage. From an $80,000 X6 SUV that was totaled last week to a minor bumper scratch for $300.00. When a customer contracts for a loaner car, they specifically sign that they are responsible for any damage that may occur during their time with the vehicle. If, in the event that damage occurs they are presented with options, they can either pay themselves or have their insurance company handle the claim and pay only their deductible. The contract for this customer is included here.Now here is where the issues begin, at the time the damage is presented to the customer. With 99% of all customers taking the prevailing attitude that BMW (Dealer or North America) should pay for it because they were inconvenienced by needing the loaner car in the first place. Obviously there is no legal premise for this position, and in matters where an accident occurred with injuries, the insurance companies and attorneys will not release liability simply because of the drivers "inconvenience". We as a Dealer have a right to protect our substantial investment in our fleet of cars. And unequivocally, every customer when asked...If we damaged their car while it was here for service, would it be acceptable that we not pay for said damage? This may seem rhetorical but rest assured the answer was always NO! The loaner car fleet costs this business over a million dollars a year in depreciation, and damages not covered by insurance. Add to that over a hundred thousand dollars a year in fines from parking tickets and red light violations, the customers are not exactly behaving in ways that protect our investment with reasonable care.  And still, we persevere in an effort to provide a luxury service experience to all our customers. Many Dealers who have suffered similarly have resorted to not lending cars to customers who did not purchase from them, using Dealer loyalty as a threshold to take the risks of lending out an expensive new car. We have avoided that harsh measure in order to provide a balanced environment for all customers. In this case, [redacted] did not purchase the vehicle from us (they used a broker to buy it from Orange County), and lives in Brooklyn. No prior relationship with this customer. We provided a loaner car to facilitate the ISOFIX (child restraint bracket for rear seat) recall. The customer was entitled to a rental car but we graciously upgraded them to a new 2016 BMW 328xi. The vehicle had 1150 miles on it when it was loaned to this customer. When the vehicle was returned it had a small, but significant impact to the bumper in the form of a dent with loss of paint. The bumpers are made from thermoplastics and therefore you cannot just "pop out the dent" as some would believe. This damage required removal and repair of the bumper cover, and the entire cover had to be painted. BMW Bayside paid out $651.75 to North Shore Auto Body (not owned by or affiliated with us other than their utilization as a Body Shop vendor). The invoice is included here. This customers comment about the dent being small, and another comment made in different correspondence indicating they were not allowed to take the loaner back and have it fixed on their own simply shows they acknowledge the damage, but feel the cost to repair it is more than it should be. We own the car, and have a right to ensure that it is repaired to BMW brand standards to maintain the value of our investment. We've had customers damage cars and have them painted with spray cans and paint brushes to save money. These types of repairs diminish the value of our vehicle. We inspect every car at check in and at check out to be sure that no damage exists. There is no negotiation over responsibility, or how the repairs will be conducted in the event damage occurs...just as the customer would expect we would fix their car to the highest standards had we damaged it. This prevailing attitude that someone else should pay is simply untenable. We live and work in the accident capital of the country, where street parking is a way of life, where making room to park is simply pushing the car up front of you out of the way. If we were to smile and say no charge for every customer who felt someone else should pay, we would close down and go out of business. Please review the enclosed documents for all necessary signatures. The customer clearly signed that they are responsible for their Deductible if damage occurs, in this case their $1000 deductible was more than the repair so they were charged the lesser of the two amounts.Respectfully, Frank A[redacted]General ManagerBMW Bayside

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
 The lease program was verbally communicated by the salesman as a BMW program, not a dealer specific program.  I am uncertain as to how a common consumer would be able to identify fraud on the part of the salesman when the common consumer would not have the knowledge to appropriately identify the required paperwork or lack there of.  I understand that the dealer does not have a fiduciary duty to its clients, but as a registered business they should present themselves with a sufficient level of professionalism. My salesman was let go for acting in a similarly unprofessional manner, so to me it is obvious the business was aware of this liability and should at least attempt to rectify the situation.  To be clear, on my last communication from John, a manager at the CPO dealership, I was told he would be discussing the issue with his superior and would contact me to tell me of their solution.  John did not follow through with contacting me regarding this issue and further refused to return my calls when I called to discuss the status. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by BMW of Bayside regarding complaint ID [redacted].Sincerely,[redacted]

After reviewing this this complaint and the customers issues here's what we have found1.  The original car was delayed in being delivered by the factory to our dealership.  The customer was offered a more expensive car without a change in pricing which they accepted2.  The customer...

purchased tire and wheel coverage that goes beyond the factory warranty.  However this policy is cancelable but must be canceled by the customer directly with the provider BMW or JM&A .3.  The customer had the accident with the car which is reported on Car fax in OCT **The customer is only entitled to canceling his Tire and Wheel package and will receive a pro rated refund effective from the date of cancellation.Thank you[redacted] 
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear [redacted], In your response, you assign blame to “the factory” for the delays in delivery of the original car.  Blame for the successive delays does not concern me.  BMW of Bayside executed theoriginal lease order and failed to honor the original lease order. [redacted] and his supervisor informed me that the original car was no longer available to me.  BMW of Bayside sold the original car to another party. You further state that I, as customer, was offered “a more expensive car without a change in pricing which [I] accepted.”  This assertion is baseless.  Please review the lease ordersand the lease agreement. The vehicles and vehicle economics were equivalent.  Moreover, BMW of Bayside could have honored the original Lease Order and did not.  The leased vehicle was deemed to be a lemon because the airbag restraint systems were defective.  It defies logic to consider the leased vehicle a “more expensive" or valuable car. It is a lemon, which [redacted] determined would go to auction at best. You further state that I, as customer, purchased BMW Wheel and Tire Coverage “that goes beyond the factory warranty.”  I prepaid this amount.  This amount was added to Gross Capitalized Cost by BMW of Bayside.  Why would my lease obligation increase by an amount I prepaid for third party coverage?  The coverage period ended and was cancelled on 10/**/2014, the date of the accident.  Please remit payment for the prorated amount through 10/**/2014.You don’t seem to address the $500 deposit, which BMW of Bayside, as dealership, retained contrary to the lease order.  Please refund this amount this amount as well.  Alternatively, I will bring this matter to small claims court.  If you need documents evidencing the aforementioned, feel free to ask. I expect an amicable resolution. Sincerely, [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by BMW of Bayside regarding complaint ID [redacted].Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by BMW of Bayside regarding complaint ID [redacted].Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by BMW of Bayside regarding complaint ID [redacted].Sincerely,[redacted]