An email was sent to the customer earlier todayOutlining the following procedure A full and final release is being forwarded to the customers home they shoulders receive approx mid week the week of [redacted] Jan Step They sign the release and mail back to the dealershipStep The business will send out a check for the $1,in five business days from receiving the signed release Thank you Frank A*** General Manager / Center Operator BMW of Bayside [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , Once they send me the check then the issue been resolved Sincerely, [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: [redacted] ***, in his capacity as [redacted] of the Dealership, defers to personal jabs rather than directly addressing the fraudulent activity conducted by BMW of Bayside I address each of ***’s statements individually below.“The customer is not understanding or recognizing the mathematical facts“Frank, in his professional capacity as [redacted] of the Dealership, cites his adverse personal view of my aptitude in lease math as evidence to support the validity of fraudulent consumer lease transactions [redacted] doesn’t explain specifically what [redacted] refers to as mathematical facts, choosing instead to opine on thecustomer’s mental capacity This approach to covering up fraud is a credit to the Dealership’s reputation, business practices, sales tactics and regulatory compliance“The lease contract under the section of B lists the amount to be paid in cash $5,which is comprised of his deposit of $and a charge on his credit card for $5,all this information is also documented on the buyers order.”Section 9B of the Lease Agreement "How the Amount Due at Lease Signing or Delivery will be Paid” contains three line items Line items and contain values of zero Line item #reads: Amount to be paid in Cash $5,544.49The Original Lease Order dated read: TOTAL DUE AT LEASE SIGNING $5,044.49On 82014, I paid BMW of Bayside $5,The difference of $was not credited back to me Please refund my deposit“Obviously his deposit is not missing or disappeared.”It is obvious to *** that my $deposit is not missing nor did it disappear BMW of Bayside stole my $deposit and retained it ***'s choice of words are tellingRefund my $deposit“Secondly he purchased tire and wheel protection for the $1,that is why the final payment is $ As mentioned in previous replies this is cancelable.”Frank continues to evade the question Why did BMW of Bayside increase my Lease Liability by $1,– money I prepaid for BMW Wheel &Tire Protection on Why did BMW of Bayside increase the price of the vehicle by $1,419? Why did BMW of Bayside increase the GROSSCAPITALIZED COST to me by $1,419? I prepaid this amount for BMW Wheel & Tire Protection yet it increased my liabilityunder the lease Why did BMW of Bayside increase the cost of the vehicle to me by $1,419? BMW of Bayside might have used this line item as a stuff account to discreetly increase lease price BMW of Bayside seems to back into a monthly lease payments without any basis for doing so ( “Lease Fraud”) Refund the entire $1, “If the customer hasn't already cancelled it and wishes to cancel now we can give him the cancelation instructionsThe customer is only entitled to canceling the tire and wheel package.” Cancel it Refund the entire $1,“He is not entitled to any other refunds there is no violations of any sort in this lease transaction”After voiding an executed Lease Order, BMW of Bayside did not provide any courtesies to as *** states BMW of Bayside executed a LeaseOrder, which it failed to honor Joseph Colletti and his supervisor offered what they described as free incentives to induceme to lease BMW # Incentives comprised free cold weather package, a $price reduction for the difference inexterior color, free NAV and guaranteed next day delivery NOT ONE SINGLE INCENTIVE WAS FREE OFCHARGE Charges for these items were stuffed back into the price at signing.Deceptive Auto Safety AdvertisingUNBEATABLE SPORTINESSWITH A FEEL-GOOD FACTOR.“intelligent safety features for that great feeling of knowing one is are always in safe hands.”“BMW provides occupants with the best possible protection”“The BMW Series offers all you need to simply sit back and relax”“Ingenious occupant protection guarantees peace of mind in all seats”“best protection for the occupant, irrespective of their size or seating position”“BMW vehicles are equipped to keep you and your family safe, no matter where you travel”“Top Safety with all new BMW vehicles”“BMW is known for offering the most advanced safety features”“BMW will reduce your risk of collision and prevent injuries if the worst occurs.”“BMW's safety system is able to react with remarkable speed, thanks to the decentralized structure of the network.” “Safety with a high IQ: the safety systems in your BMW react in an accident in a split second,coordinating the deployment of all necessary safety features, from airbags toseatbelt pre-tensioners to active headrests““you and your passengers are assured of the best possible protection, whatever the type and intensity of collision.” BMW safety restraint systems failed to perform as advertised by BMW of Bayside, as Dealership In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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 partyYou 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 agreementThe 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 carIt is a lemon, which [redacted] determined would go to auction at bestYou 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 102014, the date of the accident Please remit payment for the prorated amount through 102014.You don’t seem to address the $deposit, which BMW of Bayside, as dealership, retained contrary to the lease order Please refund this amount this amount as well Alternatively, I will bring this matter to small claims court If you need documents evidencing the aforementioned, feel free to askI expect an amicable resolutionSincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
After reviewing this this complaint and the customers issues here's what we have found The original car was delayed in being delivered by the factory to our dealership The customer was offered a more expensive car without a change in pricing which they accepted The customer purchased tire and wheel coverage that goes beyond the factory warranty However this policy is cancelable but must be canceled by the customer directly with the provider BMW or JM&A The customer had the accident with the car which is reported on Car fax in OCT **The customer is only entitled to canceling his Tire and Wheel package and will receive a pro rated refund effective from the date of cancellation.Thank you [redacted] *** [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:General manager of BMW Of Bayside (Frank A***) promised me that he will send me a check for 1000$It's been almost one month already and He never sent me a checkI called dealership and sent emails to him numerous of times to see what's going on and why he still didn't send me a check Frank A [redacted] completely ignored my phone calls and emails In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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: 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 professionalismMy 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]
I have spoken to [redacted] on the [redacted] of November and let him know that I was going to speak with all the employees involved and back to him in the next day or two I will be able to provide you with our position once I complete that taskThank youFrank A***General ManagerBayside BMW [redacted] ***
After reviewing the documents here are the factsCustomer purchased car on [redacted] Apr and purchased the tire and wheel policy Customer cancelled the tire and wheel policy and BMW Bayside submitted a check for $3,to BMW Financial services on [redacted] Nov The customer should be able to contact BMFS in regards to his account and get confirmation of the above Thank you Frank A***General Manager / Center OperatorBMW of Bayside [redacted] Tell us why here
BMW Bayside provides new, current model year loaner vehicles to customers whose service needs require an extended vehicle stayThere are vehicles in the fleet representing a $million dollar investment by the DealerContrary to the publics perception, BMW Corporation (BMWNA) does not own these vehicles, we doThey 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-days, then they are removed and sold as Certified Used Cars with New car financing optionsTo sell them to the public requires them to be in "like new condition", both as a Brand requirement and a customer expectationThat said, at any given time, there are plus cars in the Body Shop for various levels of damageFrom an $80,XSUV that was totaled last week to a minor bumper scratch for $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 vehicleIf, 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 deductibleThe contract for this customer is included here.Now here is where the issues begin, at the time the damage is presented to the customerWith 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 placeObviously 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 carsAnd 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 insuranceAdd 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 customersMany 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 carWe have avoided that harsh measure in order to provide a balanced environment for all customersIn this case, [redacted] did not purchase the vehicle from us (they used a broker to buy it from Orange County), and lives in BrooklynNo prior relationship with this customerWe provided a loaner car to facilitate the ISOFIX (child restraint bracket for rear seat) recallThe customer was entitled to a rental car but we graciously upgraded them to a new BMW 328xiThe vehicle had miles on it when it was loaned to this customerWhen the vehicle was returned it had a small, but significant impact to the bumper in the form of a dent with loss of paintThe bumpers are made from thermoplastics and therefore you cannot just "pop out the dent" as some would believeThis damage required removal and repair of the bumper cover, and the entire cover had to be paintedBMW Bayside paid out $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 hereThis 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 beWe own the car, and have a right to ensure that it is repaired to BMW brand standards to maintain the value of our investmentWe've had customers damage cars and have them painted with spray cans and paint brushes to save moneyThese types of repairs diminish the value of our vehicleWe inspect every car at check in and at check out to be sure that no damage existsThere 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 itThis prevailing attitude that someone else should pay is simply untenableWe 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 wayIf 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 businessPlease review the enclosed documents for all necessary signaturesThe customer clearly signed that they are responsible for their Deductible if damage occurs, in this case their $deductible was more than the repair so they were charged the lesser of the two amounts.Respectfully, Frank A***General ManagerBMW Bayside
The customer is not understanding or recognizing the mathematical facts The lease contract under the section of B lists the amount to be paid in cash $5,which is comprised of his deposit of $and a charge on his credit card for $5,all this information is also documented on the buyers orderObviously his deposit is not missing or disappeared Secondly he purchased tire and wheel protection for the $1,that is why the final payment is $ As mentioned in previous replies this is cancelable.If the customer hasn't already cancelled it and wishes to cancel now we can give him the cancelation instructionsThe customer is only entitled to canceling the tire and wheel packageHe is not entitled to any other refunds there is no violations of any sort in this lease transaction [redacted] [redacted] ***
The claimants vehicle was in our care for the replacement of the Vacuum pump, which is mounted on the top of the engine at the rear of the left cylinder head (as viewed from the front of the car)At some point after delivery for said repair, the Engine oil cooler pressure hose suffered a massive breach and leaked a significant quantity of oil out of the Engine crankcase in a very short timeThe engine, running without oil suffered significant damage to the crankshaft and connecting rodsThe engine requires replacementThe customers extended warranty does not cover "hoses" and has denied the claim on this basis as the uncovered component led to the failure of the engineBMWNA has also denied participation as this claimant is significantly out of the warranty period with miles on vehicle at time of failureThe original BMW warranty had expired in both time and mileage parameters (years or 50,miles)He is also the 5th owner of this vehicle so the brand does not consider him eligible for any post warranty considerationThis vehicle also has accident history per [redacted] .The customer was understanding of the situation right up until the point the extended warranty company denied the claim, then the failure became our fault within secondsAs shown in the photos attached, the area we worked on the vehicle is accessed through the top of the engine bay at the rear of the engineThe vacuum pump supplies vacuum (air at negative pressure) to run the power brake systemIt is not part of the Engine oil cooling circuit and the Engine oil cooling circuit is not touched for this repairThe oil cooling hose that suffered the failure is located at the front of the engine near the bottom of the crank case and is not accessible or visible from the top of the engine bayA hose clamp tool similar to a vice grip was installed on the leaking hose upstream of the leak to stem the loss of oil so the engine could be filled with oil and tested to determine extent of internal damageIt was through this diagnosis that the engine was determined to be failed internally due to loss of oil pressureThe claimant is mistaken in trying to affix blame for the failure to the tool we used to pinch off the oil supplied to the ruptured portion of the hoseThe technician unwittingly left the clamp in place after diagnosis because the Service staff never informed him that the claimant was having the vehicle towed away until after it left...resulting in the loss of his tool.The replacement engine using BMW branded remanufactured parts where available is over $33,This far exceeds the fair market value for a vehicle that is not in good overall condition with a bad [redacted] Most insurance companies would consider it a constructive total lossWhile we are empathetic to the plight of all our customers, and even offering a substantial 20% discount to perform this work, we feel it would be a poor investment to pursue this repair based on valuation of the repaired vehicle being less than the expense to fix it.Although it is against our best judgment, should the claimant wish to pursue repair with us we will honor the 20% discount to do suchTo expect this Dealership to absorb the cost of repair or replacement of a vehicle we did not sell on the basis of a single unrelated repair visit is completely without basisThe claimant should talk to the Dealer that sold it to him with that kind of demandRespectfully, [redacted] *** General Manager, BMW Bayside
An email was sent to the customer earlier todayOutlining the following procedure A full and final release is being forwarded to the customers home they shoulders receive approx mid week the week of [redacted] Jan Step They sign the release and mail back to the dealershipStep The business will send out a check for the $1,in five business days from receiving the signed release Thank you Frank A*** General Manager / Center Operator BMW of Bayside [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , Once they send me the check then the issue been resolved Sincerely, [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: [redacted] ***, in his capacity as [redacted] of the Dealership, defers to personal jabs rather than directly addressing the fraudulent activity conducted by BMW of Bayside I address each of ***’s statements individually below.“The customer is not understanding or recognizing the mathematical facts“Frank, in his professional capacity as [redacted] of the Dealership, cites his adverse personal view of my aptitude in lease math as evidence to support the validity of fraudulent consumer lease transactions [redacted] doesn’t explain specifically what [redacted] refers to as mathematical facts, choosing instead to opine on thecustomer’s mental capacity This approach to covering up fraud is a credit to the Dealership’s reputation, business practices, sales tactics and regulatory compliance“The lease contract under the section of B lists the amount to be paid in cash $5,which is comprised of his deposit of $and a charge on his credit card for $5,all this information is also documented on the buyers order.”Section 9B of the Lease Agreement "How the Amount Due at Lease Signing or Delivery will be Paid” contains three line items Line items and contain values of zero Line item #reads: Amount to be paid in Cash $5,544.49The Original Lease Order dated read: TOTAL DUE AT LEASE SIGNING $5,044.49On 82014, I paid BMW of Bayside $5,The difference of $was not credited back to me Please refund my deposit“Obviously his deposit is not missing or disappeared.”It is obvious to *** that my $deposit is not missing nor did it disappear BMW of Bayside stole my $deposit and retained it ***'s choice of words are tellingRefund my $deposit“Secondly he purchased tire and wheel protection for the $1,that is why the final payment is $ As mentioned in previous replies this is cancelable.”Frank continues to evade the question Why did BMW of Bayside increase my Lease Liability by $1,– money I prepaid for BMW Wheel &Tire Protection on Why did BMW of Bayside increase the price of the vehicle by $1,419? Why did BMW of Bayside increase the GROSSCAPITALIZED COST to me by $1,419? I prepaid this amount for BMW Wheel & Tire Protection yet it increased my liabilityunder the lease Why did BMW of Bayside increase the cost of the vehicle to me by $1,419? BMW of Bayside might have used this line item as a stuff account to discreetly increase lease price BMW of Bayside seems to back into a monthly lease payments without any basis for doing so ( “Lease Fraud”) Refund the entire $1, “If the customer hasn't already cancelled it and wishes to cancel now we can give him the cancelation instructionsThe customer is only entitled to canceling the tire and wheel package.” Cancel it Refund the entire $1,“He is not entitled to any other refunds there is no violations of any sort in this lease transaction”After voiding an executed Lease Order, BMW of Bayside did not provide any courtesies to as *** states BMW of Bayside executed a LeaseOrder, which it failed to honor Joseph Colletti and his supervisor offered what they described as free incentives to induceme to lease BMW # Incentives comprised free cold weather package, a $price reduction for the difference inexterior color, free NAV and guaranteed next day delivery NOT ONE SINGLE INCENTIVE WAS FREE OFCHARGE Charges for these items were stuffed back into the price at signing.Deceptive Auto Safety AdvertisingUNBEATABLE SPORTINESSWITH A FEEL-GOOD FACTOR.“intelligent safety features for that great feeling of knowing one is are always in safe hands.”“BMW provides occupants with the best possible protection”“The BMW Series offers all you need to simply sit back and relax”“Ingenious occupant protection guarantees peace of mind in all seats”“best protection for the occupant, irrespective of their size or seating position”“BMW vehicles are equipped to keep you and your family safe, no matter where you travel”“Top Safety with all new BMW vehicles”“BMW is known for offering the most advanced safety features”“BMW will reduce your risk of collision and prevent injuries if the worst occurs.”“BMW's safety system is able to react with remarkable speed, thanks to the decentralized structure of the network.” “Safety with a high IQ: the safety systems in your BMW react in an accident in a split second,coordinating the deployment of all necessary safety features, from airbags toseatbelt pre-tensioners to active headrests““you and your passengers are assured of the best possible protection, whatever the type and intensity of collision.” BMW safety restraint systems failed to perform as advertised by BMW of Bayside, as Dealership In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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 partyYou 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 agreementThe 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 carIt is a lemon, which [redacted] determined would go to auction at bestYou 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 102014, the date of the accident Please remit payment for the prorated amount through 102014.You don’t seem to address the $deposit, which BMW of Bayside, as dealership, retained contrary to the lease order Please refund this amount this amount as well Alternatively, I will bring this matter to small claims court If you need documents evidencing the aforementioned, feel free to askI expect an amicable resolutionSincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
After reviewing this this complaint and the customers issues here's what we have found The original car was delayed in being delivered by the factory to our dealership The customer was offered a more expensive car without a change in pricing which they accepted The customer purchased tire and wheel coverage that goes beyond the factory warranty However this policy is cancelable but must be canceled by the customer directly with the provider BMW or JM&A The customer had the accident with the car which is reported on Car fax in OCT **The customer is only entitled to canceling his Tire and Wheel package and will receive a pro rated refund effective from the date of cancellation.Thank you [redacted] *** [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:General manager of BMW Of Bayside (Frank A***) promised me that he will send me a check for 1000$It's been almost one month already and He never sent me a checkI called dealership and sent emails to him numerous of times to see what's going on and why he still didn't send me a check Frank A [redacted] completely ignored my phone calls and emails In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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: 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 professionalismMy 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] ***
I have spoken to [redacted] on the [redacted] of November and let him know that I was going to speak with all the employees involved and back to him in the next day or two I will be able to provide you with our position once I complete that taskThank youFrank A***General ManagerBayside BMW [redacted] ***
Revdex.com:At this time, I have not been contacted by BMW of Bayside regarding complaint ID [redacted] .Sincerely, [redacted]
After reviewing the documents here are the factsCustomer purchased car on [redacted] Apr and purchased the tire and wheel policy Customer cancelled the tire and wheel policy and BMW Bayside submitted a check for $3,to BMW Financial services on [redacted] Nov The customer should be able to contact BMFS in regards to his account and get confirmation of the above Thank you Frank A***General Manager / Center OperatorBMW of Bayside [redacted] Tell us why here
BMW Bayside provides new, current model year loaner vehicles to customers whose service needs require an extended vehicle stayThere are vehicles in the fleet representing a $million dollar investment by the DealerContrary to the publics perception, BMW Corporation (BMWNA) does not own these vehicles, we doThey 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-days, then they are removed and sold as Certified Used Cars with New car financing optionsTo sell them to the public requires them to be in "like new condition", both as a Brand requirement and a customer expectationThat said, at any given time, there are plus cars in the Body Shop for various levels of damageFrom an $80,XSUV that was totaled last week to a minor bumper scratch for $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 vehicleIf, 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 deductibleThe contract for this customer is included here.Now here is where the issues begin, at the time the damage is presented to the customerWith 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 placeObviously 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 carsAnd 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 insuranceAdd 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 customersMany 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 carWe have avoided that harsh measure in order to provide a balanced environment for all customersIn this case, [redacted] did not purchase the vehicle from us (they used a broker to buy it from Orange County), and lives in BrooklynNo prior relationship with this customerWe provided a loaner car to facilitate the ISOFIX (child restraint bracket for rear seat) recallThe customer was entitled to a rental car but we graciously upgraded them to a new BMW 328xiThe vehicle had miles on it when it was loaned to this customerWhen the vehicle was returned it had a small, but significant impact to the bumper in the form of a dent with loss of paintThe bumpers are made from thermoplastics and therefore you cannot just "pop out the dent" as some would believeThis damage required removal and repair of the bumper cover, and the entire cover had to be paintedBMW Bayside paid out $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 hereThis 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 beWe own the car, and have a right to ensure that it is repaired to BMW brand standards to maintain the value of our investmentWe've had customers damage cars and have them painted with spray cans and paint brushes to save moneyThese types of repairs diminish the value of our vehicleWe inspect every car at check in and at check out to be sure that no damage existsThere 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 itThis prevailing attitude that someone else should pay is simply untenableWe 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 wayIf 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 businessPlease review the enclosed documents for all necessary signaturesThe customer clearly signed that they are responsible for their Deductible if damage occurs, in this case their $deductible was more than the repair so they were charged the lesser of the two amounts.Respectfully, Frank A***General ManagerBMW Bayside
The customer is not understanding or recognizing the mathematical facts The lease contract under the section of B lists the amount to be paid in cash $5,which is comprised of his deposit of $and a charge on his credit card for $5,all this information is also documented on the buyers orderObviously his deposit is not missing or disappeared Secondly he purchased tire and wheel protection for the $1,that is why the final payment is $ As mentioned in previous replies this is cancelable.If the customer hasn't already cancelled it and wishes to cancel now we can give him the cancelation instructionsThe customer is only entitled to canceling the tire and wheel packageHe is not entitled to any other refunds there is no violations of any sort in this lease transaction [redacted] [redacted] ***
The claimants vehicle was in our care for the replacement of the Vacuum pump, which is mounted on the top of the engine at the rear of the left cylinder head (as viewed from the front of the car)At some point after delivery for said repair, the Engine oil cooler pressure hose suffered a massive breach and leaked a significant quantity of oil out of the Engine crankcase in a very short timeThe engine, running without oil suffered significant damage to the crankshaft and connecting rodsThe engine requires replacementThe customers extended warranty does not cover "hoses" and has denied the claim on this basis as the uncovered component led to the failure of the engineBMWNA has also denied participation as this claimant is significantly out of the warranty period with miles on vehicle at time of failureThe original BMW warranty had expired in both time and mileage parameters (years or 50,miles)He is also the 5th owner of this vehicle so the brand does not consider him eligible for any post warranty considerationThis vehicle also has accident history per [redacted] .The customer was understanding of the situation right up until the point the extended warranty company denied the claim, then the failure became our fault within secondsAs shown in the photos attached, the area we worked on the vehicle is accessed through the top of the engine bay at the rear of the engineThe vacuum pump supplies vacuum (air at negative pressure) to run the power brake systemIt is not part of the Engine oil cooling circuit and the Engine oil cooling circuit is not touched for this repairThe oil cooling hose that suffered the failure is located at the front of the engine near the bottom of the crank case and is not accessible or visible from the top of the engine bayA hose clamp tool similar to a vice grip was installed on the leaking hose upstream of the leak to stem the loss of oil so the engine could be filled with oil and tested to determine extent of internal damageIt was through this diagnosis that the engine was determined to be failed internally due to loss of oil pressureThe claimant is mistaken in trying to affix blame for the failure to the tool we used to pinch off the oil supplied to the ruptured portion of the hoseThe technician unwittingly left the clamp in place after diagnosis because the Service staff never informed him that the claimant was having the vehicle towed away until after it left...resulting in the loss of his tool.The replacement engine using BMW branded remanufactured parts where available is over $33,This far exceeds the fair market value for a vehicle that is not in good overall condition with a bad [redacted] Most insurance companies would consider it a constructive total lossWhile we are empathetic to the plight of all our customers, and even offering a substantial 20% discount to perform this work, we feel it would be a poor investment to pursue this repair based on valuation of the repaired vehicle being less than the expense to fix it.Although it is against our best judgment, should the claimant wish to pursue repair with us we will honor the 20% discount to do suchTo expect this Dealership to absorb the cost of repair or replacement of a vehicle we did not sell on the basis of a single unrelated repair visit is completely without basisThe claimant should talk to the Dealer that sold it to him with that kind of demandRespectfully, [redacted] *** General Manager, BMW Bayside