Mossy European Imports Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
For each item of complaint:(1) "Instructions have been mailed and *** has spoken to him on this multiple times"I had to leave two phone messages before she called me back ONCEIn that call she said she will have *** *** rep call me which never happenedThere were NO multiple followupsI'll review the documentation you have sent once I receive it.(2),(3), "I will assist personaly", "Accommodated request"No details providedThe contracts REQUIRE me to go to selling dealerIf I go to another dealer, the SELLING DEALER is required to relinquish their FIRST RIGHT OF REFUSALI NEED IT IN WRITING THAT BMW Vista releases this right in writing so that I can go to any dealer of choiceGiven my terrible experience, I cannot rely on your assurance of assistance. (4) "Guest DID NOT purchase this protectionThis has been explained several times"Please don't insult my intelligence by saying it was explained several timesSee attached email thread about the inconvenience I have endured trying to get correct documentation and clarificationsWhile signing the contract I pointed out the missing information about cosmetic protection, I was assured that I had indeed purchased that processionSee attached email messages that show that I raised the incomplete/incorrect documentation several timesThere was also a clarification email sent by Debora (attached) that confirms that cosmetic protection was purchased
Regards,
*** ***

We have addressed all of Mr***’s concerns with regard to the complaint referencedWe ordered the manuals to Mr***’s vehicle on 07/29/16, however this is considered a special order part that takes 6-weeks to receive from GermanyMr***’s second key to his vehicle was also ordered
and is being overnighted to his home address on 08/29/The dealership has also issued a check in the amount of $for the replacement of the tire requested. Thank you***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
- The attached document (BMWEVPMarketing.pdf) to the merchant's reply cannot be viewed, I do not know if it is just an email signature document or if it is related to the complaint.- I had contacted the merchant via email on May 19th to try to resolve the matter but that has been rebuffed as I was not contacted back.- I raised the omission of the lack of type of coverage while signing the document and was told that I was indeed getting cosmetic coverage, though it wasn't listed as suchIt turns out pages through of the document were not provided to me at contract signingThese were provided by email, and the merchant cannot now claim that they were 'generic declarations''So, where are the actual declarations? The merchant also erred on another policy that I purchased, the CPO wrap, where the type of coverage was not mentionedAs per prevailing law, ambiguity in a contract benefits the party that did not draft the contracts.- The *** *** representative said he is going to get permission from the merchant's GM, and give me written confirmation that I am free to go to any dealer to service the policyI have not received that confirmation yet..=== Email of May 19th
Fwd: RE: Car Purchase Contract documentation
Subject: Fwd: RE: Car Purchase Contract documentation
From: *** ***
Date: 5/19/16, 3:PM
To: *** ***
CC: *** ***
***:
The contract documentation still has deficiencies
1) You clarified via the attachment that tire and wheel protection includes cosmetic
repairYet, the policy registered with Safeguard is the wrong policy: its the one without
cosmetic repair
2) The year CPO Wrap: I asked for clarification here about the type of wrap up policy but
that issue is still unresolvedThe contract documentation should have specified 'Platinum'
policy purchasedI checked with BMW and they do no have this information so the
contract documentation needs to specify it
I raised these omissions verbally at the time of contract signing but was assured that the
correct policies will get registeredAlso, requested in person clarification days later as
mentioned in this email and was again refusedAnd again via this email, but it is still
unresolved
Thanks,
***=====
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Merchant is giving half hearted  and incomplete replies without addressing concerns I have raised.So there is nothing to respond to in this latest reply, just a document that I have already disputed and rejected in my response on 6/9/16 (see #4 below).With reference to my original complaint's 4 ponts, here is an update on why I am rejecting the merchant's offers so far.Item 1) Partially complete. Thanks [redacted] for arranging  the phone call from the [redacted] rep. My response from 6/9/16 "The [redacted] representative said he is going to get permission from the merchant's GM, and give me written confirmation that I am free to go to any dealer to service the policy. I have not received that confirmation yet." Same goes for the other warranty policies for which I asked the same in Item 3.The tire warranty service finally registered by the merchant is wrong (one registered is without cosmetic coverage) -- the details of the porblem are discussed in my last rejection. Also, there is a problem with the CPO wrap policy as registered (does not indicate Platinum policy was purchased). Merchant did not even address that part of my rebuttal of 6/9/16 (this new problem was not registered in my original complaint because policies were not registered then).Items 2)3) Rejected on 5/24/16 by me '(2),(3), "I will assist personaly", "Accommodated request". No details provided. The contracts REQUIRE me to go to selling dealer. If I go to another dealer, the SELLING DEALER is required to relinquish their FIRST RIGHT OF REFUSAL. I NEED IT IN WRITING THAT BMW Vista releases this right in writing so that I can go to any dealer of choice. Given my terrible experience, I cannot rely on your assurance of assistance. 'Item 4) Rejected. Have detailed problems with the tire and wheel policy, and the cpo wrap policy serveral times. Last addressed to in my rejection on 6/9/16"- I raised the omission of the lack of type of coverage while signing the document and was told that I was indeed getting cosmetic coverage, though it wasn't listed as such. It turns out pages 2 through 8 of the document were not provided to me at contract signing. These were provided by email, and the merchant cannot now claim that they were 'generic  declarations''. So, where are the actual declarations? The merchant also erred on another policy that I purchased, the CPO wrap, where the type of coverage was not mentioned. "
Regards,
[redacted]

The attached document is the BMW Tire & Wheel policy that the customer signed for and purchased.  The customer did not purchase BMW Tire & Wheel Protection w/ Cosmetic.  The policy that is registered with Safeguard is accurate.  The document that was sent via email was a generic declarations page not confirmation of coverage.  I have reached out to our [redacted] rep again to make sure he contacts this customer promptly.Sincerely,                              �...⇄ BMW OF VISTA

1)    Provide instructions on how to cancel [redacted] policy, as was promised on April 22, 2016. Instructions have been mailed and [redacted] has spoken to him on this multiple times.  2) Because of the humiliating experience with the service department, I cannot be...

expected to visit there for any service needs under warranty and protection products purchased. Requesting BMW Vista to provide written consent of the warranty provider to allow visiting a dealer of my choice in case a claim needs to be filed. Guest has the ability to choose BMW Center of his choice.  Products purchased that need to be done here, I will personally assist with.  3) As requested, reassign post sales contact to an experienced professional, instead of [redacted] who has ignored my needs with impunity and displayed a lack of experience and etiquette required in a luxury car sales relationship.  Accommodated request.  4) Provide corrected paperwork that indicates coverage purchased includes cosmetic protection (contrack work just says "tire and wheel").  Guest DID NOT purchase this protection.  This has been explained several times.  Also, pay and register the policy with the warranty provider (BMW Financial has paid the dealer the loan amount including purchased policies as of April 6).  This is being processed by the business office.  I will follow up once completed.