Initial Business Response / [redacted] (1000, 7, 2014/11/20) */ While this client purchased a AS IS vehicle & signed all documentation that she was knowingly purchasing an AS IS vehicle with no warranty or guarantees, we are concerned about her experienceDue to the situation with the person she was dealing with no longer being with our company, unable to discuss the details with him, we reached out to this client immediately & invited her in to discussShe is very pleased with Motorwerks BMW now & has sent us this letter thanking us: From: EmailServ Sent: Tuesday, November 18, 9:AM To: S [redacted] Subject: Sales Alert-New Internet Lead from Email Lead Details: Hi [redacted] - Thanks to both you and [redacted] for taking the time to really understand the situation, realize that it was a unique situation and work with me to find a vehicle that will suit my needs and keep my family safe on the roads for years to comeI feel much better about your company and will recommend your services to my friends, family and co-workers Funny side note: My kids thought the Camry was the same car I had as a loaner the first time the Highlander was being "fixed"Not quite the same as the brand new BMW 320i but from their perspective I can see how it would look that way! All my best to you and your family, [redacted] SrTeam Assistant
Initial Business Response / [redacted] (1000, 8, 2016/03/04) */ This response is in reference to a claim you sent us from Mr [redacted] , hereinafter referred to as "client", case # [redacted] Thank you for the opportunity to respond with the proper details for your offices review As the client notes, he declined our suggestions & took his BMW 135i, which was in poor drivability condition, to have repairs performed at an independent, i.enon-certified BMW repair shopAs client notes specifically he then took his vehicle from them even though they noted it still had issues & a short time later suffered what we have determined to be a major engine failureHis issues respectfully need to be addressed with his referenced "Mechanic B" We do not have any firsthand knowledge of what was or was not said to the client at the independent shop he took his car toWhat we do know is that we have advised him of our initial findings when it's been here, have found sludge in the engine months ago on 7/6/at 99,miles which can contribute to numerous failures & furthermore do not have any knowledge nor control over how this client was driving his BMW with its poor mechanical condition The work our certified BMW technicians quoted as a starting point of repairs on his 12/29/appointment wherein his BMW had 114,miles, per BMW guidelines for his symptoms, was declinedThe client chose to drive away & keep driving it even though he indicates two repair shops advised him of repairs he states he declined, which his choice unfortunately likely resulted in an engine failure which is the clients full responsibility as he clearly notes he declined the recommended repairs from both shops Clients BMW has been at our facility a few times & the service history shows that oil change interval, maintenances were lapsedOur records July of we found sludge in his engine, which is a direct symptom in most cases of lack of proper maintenance & may cause numerous failures including but not limited to the failure present now This is the notation on these visits from our Service Manager: This vehicle has been seen at our dealership several timesWe performed services on it in July of and discovered the engine to be suffering from sludge in the crankcaseMade note of it on the repair orderReleased the vehicle to the customerVehicle returned to Motorwerks 12/for diagnosis, vehicle had a check engine light on, reduced powerwe performed diagnostics on the vehicle per BMW diagnostic guidelinesRan the test plan in compliance with BMW guidelines and summarized we needed to replace the knock sensor as a first stepWe advised Mr [redacted] of the needed repairs, provided an estimate which was declined by Mr [redacted] Mr [redacted] then took his vehicle (so he claimed) to an independent repair facility to have a knock sensor installed(Client claims): The independent repair facility made the repairs and instructed Mr [redacted] that the vehicle still had complications and needed further research/diagnostics to establish what is wrong with itMr [redacted] (told us he) declined to have that service performed from the independent repair facility as he wished to drive the vehicle over the weekend and return the vehicle to them on MondayAfter leaving the independent repair facility, Mr [redacted] notes he suffered a break down with his vehicleMr [redacted] had his vehicle towed to our shop where we determined his engine had suffered a catastrophic failure and would need to be replaced We have offered Mr [redacted] several cost effective options to repair his vehicle - all of which have been declined Mr [redacted] 's concerns need to be addressed with (as he references in his claim) "Mechanic B" as that is who he states worked on this engine directly before the catastrophic failure & as well allowed him to take it to drive after their repairsWhatever they found, performed or advised is not in our control nor do we have any control of quality of their work This engine failure situation is no way the fault of Motorwerks BMW as we were not authorized to do the repairs & his issue needs to be addressed with his "Mechanic B" We have graciously provided several cost effective repair options with discounts for this client which are still available to him for the next business days if he would like to accept Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is full of lies, mischaracterizations of the truth, and leaves out material facts Motorwerks failed to admit that they TOLD ME, after I specifically asked them, that replacing the Knock Sensor would remedy the warning lights and reduced powerThey did NOT tell me, and there is absolutely no documentation to suggest, that "replacing the knock sensor was the first step." If it was simply the "first step," why did they charge me $for diagnosis? How many "steps" was it going to take, Motorwerks? Do they tell ALL of their customers that the $diagnosis fee will only cover the "first step"? Obviously, they are admitting that their diagnosis was incorrect, yet claim NO liability...good business practices (see Extreme Sarcasm)I paid them for a diagnosis, and they simply gave me a "what if" or a "we THINK it's X"? I didn't pay for a "what if" or "we THINK it's X" or a "first step"I paid them for a proper diagnosis, which they obviously screwed up Further, they TOLD ME, when I specifically asked them, that it was OK to continue to drive my car prior to replacing the knock sensorIf they would have advised against it, I wouldn't have driven itI am not the "expert" and I PAID them for diagnosis! If it was advice they gave me (which it obviously was), then that's on themAgain, I am not the expert Also, they are seemingly trying to use the "we found engine sludge in his engine" against meWell, when one goes to the doctor and complains about X, Y or Z, the doctor checks his/her patient's history, right? Why didn't Motorwerks check my vehicle history if "replacing the knock sensor was the first step" or when they diagnose a customer's car and are not sure what the problem may be? It should be noted that, what I have learned since, is the purpose of a knock sensor is to detect and alert to an engine "knock," which means that there could be something internally wrong with the motorA knock sensor is like a stethoscope used by a doctor...it's secured to the engine and detects problems withinIn my case, it seems that the knock sensor did exactly what it was designed to do, i.edetected a knock, which was what caused my engine to seizeWhy did Motorwerks advise that I replace the knock sensor, when the knock sensor seemed to do what it was designed to do? To me, Motorwerks knew about the presence of engine sludge and damage to my motor, but tried to sell me on $2,worth of services (replace the knock sensor) on a damaged engineAnd then, after I spent that money with Motorwerks, they would then sell me on MORE services, knowing that replacing the knock sensor would not remedy the warning lights and loss of powerThat is fraudulent, misleading, and deceitful business practices Finally, they claimed that they offered me "several cost effective repair options with discounts." That is an outright lieThey offered to replace my engine for $29,804.81, but discounted it to $20,NO OTHER "COST EFFECTIVE REPAIR OPTIONS WITH DISCOUNTS" were extendedIn fact, common sense tells you that there is ONLY one "option" to replace a useless engine....which is to REPLACE the useless engineMotorwerks, you liarsShow me additional "options" that you extended....I'd love to see them Motorwerk's business practices are misleading, fraudulent and deceitful, or at the very least are absolutely incompetentThe public needs to know
BMW motorwerks in Richfield,employs sales associates who are rude when you challenge a fair price purchaseThey will hang up on you over the phone also, while discussing a purchaseTheir focus appears directed towards THEIR compensation for a sale, not in pleasing the consumerIf you like that good ole boys mentality, this place is for you! Their service department is always short staffThey are not truthful when they relay to you a repair timeAppears that they lack complete respect for your timeThis dealership is in dire need of a complete makeover!
Initial Business Response /* (1000, 6, 2015/02/24) */
We thank the MN Revdex.com for bringing this concern to our attentionOur Service & Parts Managers were unaware of this customers concernWe have looked into this situation & found that a small percentage of our clients were
sent a draft of the ad copy, such as this client, but not sent correctly the final copy which stated which sizes, tires etc applied to the specialThe service writers only had the final copy & as such were bound by the information they hadDue to this error from the agency that sends the promotions, we will absolutely honor the special for this valued clientWe have reached out to him to apologize for the situation & to explain the unintentional errorWe have let him know that we will get him scheduled in, we are ordering in the correct tires if not in stock & he will be able to enjoy this special limited time promotion pricingThanks again for the opportunity to address & we appreciate your serviceHave a great day
Initial Business Response /* (1000, 7, 2015/11/23) */
Received business response via e-mail to Revdex.com -- is a copy of a letter / e-mail previously sent to Mr ***:
"Mr***-
We had Ryan the used car sales manager reach out to you by phone earlier today and he left you his
contact info so you could reach him backWe have your incoming call to Mr*** recorded (at 2:pm) and during that time the following was discussed:
- You asked for the availability of the Land Rover which Mr*** affirmed is still for sale
- You asked if we take trades and provided information about your Lincoln and approxtrade payoff
- You asked if you could arrive around 4:- 5:to see the vehicle and Brad said he would have the vehicle ready for you
- You also asked if we offer in house financing and Brad confirmed we do
During the 4:call you never asked or inferred about the condition of the vehicle and Mr*** never discuss anything regarding the condition as your post suggests
The description that is on our website for the Land Rover (pasted below) also does not suggest "good" condition:
HSE trimLeather, Nav System, Moonroof, Rear Air, MulChanger, 4x4, Hitch, Aluminum Wheels
KEY FEATURES INCLUDE
Leather Seats, Navigation, 4x4, Rear Air, MulChangerKeyless Entry, Privacy Glass, Child Safety Locks, Steering Wheel Controls, Rear Parking Aid
EXPERTS RAVE
Edmunds Editors' Most Wanted Midsize SUV Over $45,Edmunds.com's review says "Range Rover delivers a satisfying blend of on-road comfort and off-road capability in a stylish package."
MORE ABOUT US
Motorwerks BMW is proud to be the Midwest's largest Certified Pre-Owned BMW dealership, and the #Pre-Owned luxury retailer for the Penske Automotive GroupWe are one of dealers in the country to earn the coveted Center of Excellence for BMW, which recognizes the top dealers for sales, service, and customer satisfaction
Please confirm the accuracy of the included equipment by calling us prior to purchase
We unlike many other dealers provide an in-depth inspection and disclose everything we identify on the vehicleMany other dealers in town do not provide this level of transparencyDuring your visit Mr*** provided you a copy of the vehicles inspection for you to reviewWe are sorry you did not like mechanical condition described in the inspection but we did not "bait and switch" as you claim
In terms of pricing, we are a market based pricing store and sell vehicles based on a local comparative set of similar priced vehicles
If you would like to discuss more please return Ryan's voice mailI would ask you to retract your untrue statementsWe take pride in our level of transparency we provide which sets us apart from others that leave it up to the buyer to discover the vehicles condition on their own
Best,
Motorwerks BMW Team"
ExcellentEveryone I met was very friendly and courteous as well as good listenersIt was obvious that they intended to provide top serviceI also appreciate the complimentary shuttle service
Initial Business Response /* (1000, 5, 2015/10/08) */
Good afternoon Mr***,
Thank you for forwarding this consumers concern to our attention
The concerns have been addressed with this consumerPlease see the attached files as proof of such
The consumer also received proof of
his refund on 9/30/which is also attached for your review
We ask though please that these documents attached are not included in public view due to privacy laws for the consumers protection but have provided them to show your offices the proper contact, handling & actions occurred
Thank you in advance for your consideration
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Motorwerks BMW re-listed the vehicle for sale for almost weeks before it refunded my deposit
Motorwerks BMW never corrected the listing even with the knowledge that the car was in an accident
Initial Business Response /* (1000, 5, 2016/01/06) */
Good afternoon & thank you for the opportunity to provide the correct facts of this situationThe client's statement that he brought the car to us on Nov 21st, is categorically falsePlease see the attached repair order showing
that his BMW was in fact checked in on Nov 12th He did not leave with his BMW until Dec 18th more than a month later
This was the first visit for this car with this clientClient discussed having worked on the car himself or through 3rd parties for issues none were able to remedy thus towing it into our shopAt the time of initial diagnosis we advised the client not to fix this car due to the age, mileage & conditions including standing water in the trunk well (as noted on attached) with likely damage to unknown amounts of wiring, computers etcWe advised client that the repairs the car may likely need, based of initial exam & known history of this model could likely quickly exceed the value of the car
The client stated against our advice that he wanted us to proceed with repairs notedWe were not asked to go into all of the issues on the car, nor would we without the client's approval, we only worked on the issue noted & approved
Throughout the repair process the client continually asked for free work, discounts etcAs you will see in the attachments, we provided significant discounts off the repairs for him wherever possibleWhen the car was completed the client wanted to be allowed to leave with the vehicle without paying for the repairsWe stated payment must be in fullClient then wanted to take the car & make payments, none of which was discussed prior to his authorizations of workPayment is due when vehicle service is completedThe client's car ended up being here over a month including weeks past when it was completed, which was not approved & against policy as we do not store cars
Normally in this situation a car with unpaid repair bill left here for weeks would be impounded offsite with additional fees accruing but we continued to extend goodwill with this clientIn fact after a month with holidays & year end approaching, when he stated he still did not have any way to come up with the remaining funds to pay for the repairs, instead of exercising our right to have a sheriff's sale on the vehicle to recover our lost repairs we extended additional goodwill allowing the client to take his vehicle without final paymentReducing his total expense due yet again
After picking up his BMW the customer noted a check engine light was still on, we reiterated noting that the car had additional issues we were not authorized to delve into & explained the light is an indicator for numerous systems within his BMW driveline, numerous faulty items can cause these warningsWe were only authorized to fix the current stalling issue it was towed in for & findings of that situation at that time
The customer then in fact drove his car back into our service lane & abandoned it there, leaving it blocking other cars walking away refusing to check it inCalling from another location to discuss the concern but refusing to check his car in properly or move it out of the wayHe left his car this way for the entire day even after asking for his cooperation
In further goodwill to the client we had a technician further diagnose his BMW, at no charge to for the current check engine light, noting the issue with oil leak down & likely catalytic converter issues triggering the lightWhich is a known issue on a BMW of this age & mileageWhen the client finally agreed to return to retrieve his abandoned car, we shared this information with him, showing him the repair cost info & once again advising him not to repair it, that the repairs were exceeding the value of the car as noted priorThe client thanked us for the additional free work we had done in further diagnosing & departed with his car
Prior to the car arriving on Nov 12th we had not seen this BMW since with a prior ownerWe do not know what other issues it had present at tow in or intermittent issues as we have not maintained this carClient notes other parties were working on this carWe do not know if prior repairs were done correctly nor if it has been maintained properly
While we truly feel for the client's situation on this car it unfortunately does not equate to us further fixing the car for free nor extending any further discounts due to the facts above & due to the circumstances with this customers actions once the car was completedOur gracious goodwill efforts were clearly not met with any appreciation unfortunately
We warranty our repairs & double checked our work when his car was back finding no fault of oursPlease note the additional known, as well as possible other unknown issues, this clients car has are his full responsibility to cure respectfully
Initial Consumer Rebuttal /* (3000, 7, 2016/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Appreciate the time this business took to reply however below are the following in the response that they failed to address:
1.Car was in fact diagnosed by another prior to being towed in, not worked on as stated(proof upon request)
2.As stated in response at initial diagnose I/Client was advised car repair would exceed cost of repairs found(have not been provided with initial diagnosis that list and determined total cost of repairs that they stated
3.I/Client approved repairs against shops advising not to repairsAgain what repairs were those? I don't have itemized statement of those repairsWhere is the initial and following list of authorized
4.Check engine light was not on when initially brought inAnd if car was repaired why wasn't it address during the repairs that were said to be completedOr was this something that occurred during or after working on car?
5.Finally, the check engine light was not dealt with and now after return with minutes of picking up car after being called saying repairs were complete and car was ready...that now the check engine light is due to catalytic converter issues? Doesn't seem like they are for sureWhy wasn't it addressed initially? Was car actually hooked up to a computer to see what they issues were? And if bit was why wasn't it reported in writing to client?
The warranty of their work is questionable and the statement of double checking of our work make me wonder if its due to missed repairs or inadequate work
I want a partial refund or a repair resolution to this matterand I am not satisfied with this business attempt to jade the fact that the car was jot returned in satisfactory matter thank you for your time,
Initial Business Response /* (1000, 6, 2015/02/24) */
Motorwerks BMW appreciates the opportunity to review this customers concern and to provide the correct information on this issue
This customer was unable to find his perfect dream car to his specifications in our inventoryAt such
time this customer completed a special order application, paid the required $deposit to secure the order in his name so that this vehicle could be produced specifically per his request with the end intent being that he was purchasing this specific BMWWe have these forms and correspondence to the same
We also had worked with several banks on his behalf to acquire him preferred financing under his circumstances that had contracts prepared for him to complete the purchaseWe have the signed and completed credit applications from this consumer applying for and authorizing financing on this BMW purchase
As such his statements that he did not sign anything or show intent on purchasing this BMW are categorically incorrectBy completeing the custom order forms process, by paying the required custom order fee and as well by completing the financing applications authorizing us to set up his purchase finance he is obligated on this vehicle that he asked us to custom order
We in fact did not hear from this customer that he was changing his mind until both the client and our store had received notification from the BMW assembly line that his new custom order BMW was near completion on the assembly line
Only at that time, when it was too late to cancel as the car was already well through production did this consumer mention that he was not sure if he really wanted the car afterall
On custom orders such as this, the deposit is not refundable for the specific reason that the vehicle was produced specifically for them and may not be an options package in whole or part that we normally would have for saleIn this case the customer had ordered a vehicle with almost every option possible for that model
Due to the facts, the client was advised that the car was already being produced for him, we were unable to reverse it when it was already near completion and encouraged to complete his purchase due to all of the above
The customers statement that he has been following our "available" (key word) cars on our website & has not seen the vehicle on our website therefore we must have sold or traded it is a categorically incorrect claim
This vehicle was custom ordered in his name and has been held or reserved in his nameWe do not, as it is against the law, ever advertise for sale a vehicle that already is assigned to a customer such as this oneHis new BMW has been reserved in his name and as such is not being advertised for sale as he has a deposit hold on this BMW therefore we cannot advertise it for sale to anyone else
Our records indicate that our salesman has reached out to this customer to let him know the cars status and asked him to come in to review
We had not heard back from this client as of this time and until receiving this were unaware that he was still not planning to complete his obligation
Even though this client has completed the processes for a custom order and the refund is not generally refundable we do believe the car he ordered will be highly marketableWe would be willing to release this customer from his purchase at this time if we hear from him in the next 5-business days
As such if the consumer would respond to his salesperson appropriately to offically cancel his order and release this car out of his name so that we can proceed with marketing it for sale to the general public, we will agree to make an exception for himHe will need to come in to our store in person, (email is not an option as we need a live signature) by appointment with his salesman, to complete a cancelation agreementAt such time this will be turned in and in approximately 7-business days through accounting his refund will be processed, then mailed directly to him
We will not waiver on this offer and required process to reverse his purchase but sincerely hope he will be pleased that we will agree to release him from his obligation on this custom ordered car
Thank you for the opportunity to address & we look forward to hearing from the consumer so that we can close this issue
After selling the car, there was no customer service. Did not take the time to explain features of the car. Contacting the customer service manager results in phone call when one is busy. [redacted] was not interested in returning the call or listen to issues when it is a convenient for the customer. In fact they let the car to be driven out of the lot with very low tire pressure. After couple of phone calls, someone called back to say that BMW specialist will call back to explain the BMW apps and other features. It is now four days with no call....NOt surprised!! Go to this dealer as they have a big selection. But once you buy the BMW from them...do not expect any of the 'BMW experience'... they are only interested in selling you the car...not to provide customer service!!!
Initial Business Response /* (1000, 5, 2014/11/26) */
We thank the Revdex.com for the opportunity to address this customers concern & to provide your offices with the correct information on this situation.
The client purchased this vehicle on 8/22/2014 which was a Friday. The...
deal was completed through our processing on 8/27, 3 business days later (when the norm is 12-14 business days). Because this client lives in Iowa we are required to send everything to an outstate titling company to handle the transfers, licensing & tabs which we sent to this company via Fed-Ex overnight.
The delays this customer has experienced are a normal course of action with outstate deals considering the factors involved. Due to the processes & requirements between this clients County & the outstate title agency as well as delays in receiving information back from the client, questions from their County etc.
One example is that his County requires the license plates to be transferred between clients vehicles which we were unaware of at the time of the sale. There were multiple attempts to discuss with his County & as well to reach the client to verify if he had properly kept his plates as required by his County rules & regulations.
Motorwerks BMW processed through his sale documentation, registration & payment for tabs within 3 business of selling this car to him to the agency that handles all outstate transactions. Once we turned it over to them, 3 days after the sale, with all fees due in full, we unfortunately have no control over the process between the County this client lives in & the outstate agency that is handling this paperwork.
We have extensive documentation, more than can be attached in this space, to prove all pieces were completed in a timely manner on our end & as well showing that we have repeatedly reached out to this titling agency asking for updates. Then updating the client. This agency takes 3-4 business days to respond to any inquiry from us, something out of our control & we have explained this to this client thanking him for his patience.
Our last update, which we shared with this client, was that as of 11/19/2014 the paperwork would be at his County DMV & from there they would either be sending him his new tabs or contacting him to come in for them (whichever is their process as each differs).
While we very much appreciate that the client is frustrated with how long this has taken, we truly have no control over the process for outstate deals such as this & we immediately sent over everything needed to that agency.
As such the issue is not something that we can correct, we have explained to this client on numerous occassions & we have made sure he has been sent new temp tags to be able to legally use his vehicle until the process is complete so that he is not in any concern of getting tickets.
The issue this client stated in the complaint, of the license & registration not being paid is incorrect. We paid all fees due to the outstate title agency within 3 business days of his purchase & have explained this to the client previously.
His local DMV, as we explained, would not show anything for payment or in process as the regulations require this outstate agency to handle dealers transactions on outstate car sales. He was not contacting the correct agency with his inquiry as we do not send anything directly to any County DMV that is not in MN.
Their process within his County DMV takes some time simply & has been in process, should be to him already at this point as we were updated his County had everything completed by 11/19/2014.
Motorwerks BMW processed everything immediately including all necessary fees for this clients purchase.
We thank the client for his patience & thank the Revdex.com for the opportunity to address this concern with the correct information on the facts.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
BMW Motorwerks has never made any attempt to update me. Any and all communication that I have been given is because I initiated the conversation. BMW Motorwerks has never sent me new temp tags.
I just got verification today from the DMV that they rejected the paper work on 11/24/14 because it was incomplete and it was sent back to them. They have not seen the paperwork return.
This is just additional proof that the dealership has not taken my concerns seriously or professionally.
Final Business Response /* (4000, 10, 2014/12/16) */
The consumers information is not correct. We in fact Fed-Ex'd updated temp tags to him which we have tracking info for. We are not allowed (by law) to send any additional temp tags as that would need to come from the agencies handling the transaction currently. Their DMV requested info of the Interstate title agency which we immediately provided the day of the request. Their DMV then questioned the info they already have been provided. We are getting this information 3rd hand from the interstate agency. Again this is out of of our control, it is the communications between the interstate agency & their county DMV which we unfortuantely have no control over. All of the info we relayed to those agencies was correct & we have never had any DMV hold up the process this long or request the additional pieces this clients DMV is requesting. We sell thousands of vehicles a year & the requests from this DMV are new requests & processes but again not our doing. We have tracking & proof to show we immediately sent any pieces requested of us. We do apologize that the process with these outside companies is taking far longer than it should. We have no new information for the client as everything is being handled by other agencies. The interstate agency responded to us today based off our inquiry on 12/4. That is how this has been going but not due to our lack of trying. Their reply today was this was all immediately sent to clients DMV on 12/4 & that client would be send their paperwork & plates within days. If this did not happen, the issue needs to respectfully be taken up with their county DMV. Thank you
Initial Business Response /* (1000, 7, 2014/11/20) */
While this client purchased a AS IS vehicle & signed all documentation that she was knowingly purchasing an AS IS vehicle with no warranty or guarantees, we are concerned about her experience. Due to the situation with the person she was...
dealing with no longer being with our company, unable to discuss the details with him, we reached out to this client immediately & invited her in to discuss. She is very pleased with Motorwerks BMW now & has sent us this letter thanking us:
From: EmailServ
Sent: Tuesday, November 18, 2014 9:20 AM
To: S. [redacted]
Subject: Sales Alert-New Internet Lead from Email
Lead Details:
Hi [redacted] -
Thanks to both you and [redacted] for taking the time to really understand the situation, realize that it was a unique situation and work with me to find a vehicle that will suit my needs and keep my family safe on the roads for years to come. I feel much better about your company and will recommend your services to my friends, family and co-workers.
Funny side note: My kids thought the Camry was the same car I had as a loaner the first time the Highlander was being "fixed". Not quite the same as the brand new BMW 320i but from their perspective I can see how it would look that way!
All my best to you and your family,
[redacted] Sr. Team Assistant
Initial Business Response /* (1000, 5, 2016/02/15) */
Good afternoon & thank you for the opportunity to address this customers concern.
We have communicated thoroughly with this customer on the situation.
The customer is aware that we are working diligently on his behalf with BMW. ...
This is a manufacturing issue from BMW, not an issue that Motorwerks caused nor has any direct control over.
The customer is aware that we have ordered in 3 different tail lamps as new replacements but all have arrived with the same issue. We also then ordered in several tail lights from opposite side hoping for a match, then sets together with no success. Customer is aware that we have BMW area rep involved & that he also has contacted BMW on the issue.
Our BMW rep authorized the rare option to replace his tail lamps with like new, guaranteed & matching tail lamps off of a certified BMW on our lot = perfect condition. Our store was willing to down that car = that car would have to be taken off availability until correct matching tail lamps were produced by BMW. The client though declined this offer even though it would have solved the situation immediately for him.
Customer is aware that BMW is working with the company producing the tail lamps & searching for a new matching set.
When the customer left, after sharing all of this with him at each point in the process, he seemed to completely understand the situation appreciating as well that we were seeing this through with him to attain matching tail lamps.
Motorwerks has this well documented that we had, well before he filed with your offices, contacted BMW on his behalf towards resolve on this.
As we explained to the client, we appreciate his patience & understanding. We feel for him that there is a slight difference in appearance & we also want them to a perfect matched set for him.
We are still working towards this goal for him, which he is well aware of & will be in touch with him as soon as BMW is able to provide us with the proper matching set.
Thank you for the opportunity to provide the facts of this situation & we welcome hearing from your offices if we can provide you with any documentation on this we are more than happy to.
Initial Business Response /* (1000, 6, 2014/05/07) */
Motorwerks appreciates the opportunity to address this customers concern. We have contacted this client & left him a voice mail to let him know that the cancelation of his warranty was processed immediately on 3/7/2014. There was a...
100% refund of the warranty policy, which went to the lending institution that financed the vehicle purchase including this warranty per policy. The refund was applied to his loan balance. We also apologized for any communication error. Thank you for the opportunity to address this concern & we welcome hearing from you if there are any further questions we are happy to help.
Initial Business Response /* (1000, 8, 2016/03/04) */
This response is in reference to a claim you sent us from Mr. [redacted], hereinafter referred to as "client", case # [redacted]. Thank you for the opportunity to respond with the proper details for your offices review.
As the...
client notes, he declined our suggestions & took his 2010 BMW 135i, which was in poor drivability condition, to have repairs performed at an independent, i.e. non-certified BMW repair shop. As client notes specifically he then took his vehicle from them even though they noted it still had issues & a short time later suffered what we have determined to be a major engine failure. His issues respectfully need to be addressed with his referenced "Mechanic B".
We do not have any firsthand knowledge of what was or was not said to the client at the independent shop he took his car to. What we do know is that we have advised him of our initial findings when it's been here, have found sludge in the engine 5 months ago on 7/6/2015 at 99,684 miles which can contribute to numerous failures & furthermore do not have any knowledge nor control over how this client was driving his BMW with its poor mechanical condition.
The work our certified BMW technicians quoted as a starting point of repairs on his 12/29/2015 appointment wherein his BMW had 114,102 miles, per BMW guidelines for his symptoms, was declined. The client chose to drive away & keep driving it even though he indicates two repair shops advised him of repairs he states he declined, which his choice unfortunately likely resulted in an engine failure which is the clients full responsibility as he clearly notes he declined the recommended repairs from both shops.
Clients BMW has been at our facility a few times & the service history shows that oil change interval, maintenances were lapsed. Our records July of 2015 we found sludge in his engine, which is a direct symptom in most cases of lack of proper maintenance & may cause numerous failures including but not limited to the failure present now.
This is the notation on these visits from our Service Manager:
This vehicle has been seen at our dealership several times. We performed services on it in July of 2015 and discovered the engine to be suffering from sludge in the crankcase. Made note of it on the repair order. Released the vehicle to the customer. Vehicle returned to Motorwerks 12/29 for diagnosis, vehicle had a check engine light on, reduced power... we performed diagnostics on the vehicle per BMW diagnostic guidelines. Ran the test plan in compliance with BMW guidelines and summarized we needed to replace the knock sensor as a first step. We advised Mr. [redacted] of the needed repairs, provided an estimate which was declined by Mr. [redacted]. Mr. [redacted] then took his vehicle (so he claimed) to an independent repair facility to have a knock sensor installed. (Client claims): The independent repair facility made the repairs and instructed Mr. [redacted] that the vehicle still had complications and needed further research/diagnostics to establish what is wrong with it. Mr. [redacted] (told us he) declined to have that service performed from the independent repair facility as he wished to drive the vehicle over the weekend and return the vehicle to them on Monday. After leaving the independent repair facility, Mr. [redacted] notes he suffered a break down with his vehicle. Mr. [redacted] had his vehicle towed to our shop where we determined his engine had suffered a catastrophic failure and would need to be replaced.
We have offered Mr. [redacted] several cost effective options to repair his vehicle - all of which have been declined.
Mr. [redacted]'s concerns need to be addressed with (as he references in his claim) "Mechanic B" as that is who he states worked on this engine directly before the catastrophic failure & as well allowed him to take it to drive after their repairs. Whatever they found, performed or advised is not in our control nor do we have any control of quality of their work.
This engine failure situation is no way the fault of Motorwerks BMW as we were not authorized to do the repairs & his issue needs to be addressed with his "Mechanic B".
We have graciously provided several cost effective repair options with discounts for this client which are still available to him for the next 7 business days if he would like to accept.
Initial Consumer Rebuttal /* (3000, 11, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is full of lies, mischaracterizations of the truth, and leaves out material facts.
Motorwerks failed to admit that they TOLD ME, after I specifically asked them, that replacing the Knock Sensor would remedy the warning lights and reduced power. They did NOT tell me, and there is absolutely no documentation to suggest, that "replacing the knock sensor was the first step." If it was simply the "first step," why did they charge me $118.00 for diagnosis? How many "steps" was it going to take, Motorwerks? Do they tell ALL of their customers that the $118.00 diagnosis fee will only cover the "first step"? Obviously, they are admitting that their diagnosis was incorrect, yet claim NO liability...good business practices (see Extreme Sarcasm). I paid them for a diagnosis, and they simply gave me a "what if" or a "we THINK it's X"? I didn't pay for a "what if" or "we THINK it's X" or a "first step". I paid them for a proper diagnosis, which they obviously screwed up.
Further, they TOLD ME, when I specifically asked them, that it was OK to continue to drive my car prior to replacing the knock sensor. If they would have advised against it, I wouldn't have driven it. I am not the "expert" and I PAID them for diagnosis! If it was false advice they gave me (which it obviously was), then that's on them. Again, I am not the expert.
Also, they are seemingly trying to use the "we found engine sludge in his engine" against me. Well, when one goes to the doctor and complains about X, Y or Z, the doctor checks his/her patient's history, right? Why didn't Motorwerks check my vehicle history if "replacing the knock sensor was the first step" or when they diagnose a customer's car and are not sure what the problem may be? It should be noted that, what I have learned since, is the purpose of a knock sensor is to detect and alert to an engine "knock," which means that there could be something internally wrong with the motor. A knock sensor is like a stethoscope used by a doctor...it's secured to the engine and detects problems within. In my case, it seems that the knock sensor did exactly what it was designed to do, i.e. detected a knock, which was what caused my engine to seize. Why did Motorwerks advise that I replace the knock sensor, when the knock sensor seemed to do what it was designed to do? To me, Motorwerks knew about the presence of engine sludge and damage to my motor, but tried to sell me on $2,500.00 worth of services (replace the knock sensor) on a damaged engine. And then, after I spent that money with Motorwerks, they would then sell me on MORE services, knowing that replacing the knock sensor would not remedy the warning lights and loss of power. That is fraudulent, misleading, and deceitful business practices.
Finally, they claimed that they offered me "several cost effective repair options with discounts." That is an outright lie. They offered to replace my engine for $29,804.81, but discounted it to $20,431.27. NO OTHER "COST EFFECTIVE REPAIR OPTIONS WITH DISCOUNTS" were extended. In fact, common sense tells you that there is ONLY one "option" to replace a useless engine....which is to REPLACE the useless engine. Motorwerks, you liars. Show me additional "options" that you extended....I'd love to see them.
Motorwerk's business practices are misleading, fraudulent and deceitful, or at the very least are absolutely incompetent. The public needs to know.
I brought in my BMW for a recall and other service to be doneIt was excellent, and was kept informed of the progress
The service is ExcellentI will come back when I need to do the service next time
Initial Business Response / [redacted] (1000, 7, 2014/11/20) */ While this client purchased a AS IS vehicle & signed all documentation that she was knowingly purchasing an AS IS vehicle with no warranty or guarantees, we are concerned about her experienceDue to the situation with the person she was dealing with no longer being with our company, unable to discuss the details with him, we reached out to this client immediately & invited her in to discussShe is very pleased with Motorwerks BMW now & has sent us this letter thanking us: From: EmailServ Sent: Tuesday, November 18, 9:AM To: S [redacted] Subject: Sales Alert-New Internet Lead from Email Lead Details: Hi [redacted] - Thanks to both you and [redacted] for taking the time to really understand the situation, realize that it was a unique situation and work with me to find a vehicle that will suit my needs and keep my family safe on the roads for years to comeI feel much better about your company and will recommend your services to my friends, family and co-workers Funny side note: My kids thought the Camry was the same car I had as a loaner the first time the Highlander was being "fixed"Not quite the same as the brand new BMW 320i but from their perspective I can see how it would look that way! All my best to you and your family, [redacted] SrTeam Assistant
Initial Business Response / [redacted] (1000, 8, 2016/03/04) */ This response is in reference to a claim you sent us from Mr [redacted] , hereinafter referred to as "client", case # [redacted] Thank you for the opportunity to respond with the proper details for your offices review As the client notes, he declined our suggestions & took his BMW 135i, which was in poor drivability condition, to have repairs performed at an independent, i.enon-certified BMW repair shopAs client notes specifically he then took his vehicle from them even though they noted it still had issues & a short time later suffered what we have determined to be a major engine failureHis issues respectfully need to be addressed with his referenced "Mechanic B" We do not have any firsthand knowledge of what was or was not said to the client at the independent shop he took his car toWhat we do know is that we have advised him of our initial findings when it's been here, have found sludge in the engine months ago on 7/6/at 99,miles which can contribute to numerous failures & furthermore do not have any knowledge nor control over how this client was driving his BMW with its poor mechanical condition The work our certified BMW technicians quoted as a starting point of repairs on his 12/29/appointment wherein his BMW had 114,miles, per BMW guidelines for his symptoms, was declinedThe client chose to drive away & keep driving it even though he indicates two repair shops advised him of repairs he states he declined, which his choice unfortunately likely resulted in an engine failure which is the clients full responsibility as he clearly notes he declined the recommended repairs from both shops Clients BMW has been at our facility a few times & the service history shows that oil change interval, maintenances were lapsedOur records July of we found sludge in his engine, which is a direct symptom in most cases of lack of proper maintenance & may cause numerous failures including but not limited to the failure present now This is the notation on these visits from our Service Manager: This vehicle has been seen at our dealership several timesWe performed services on it in July of and discovered the engine to be suffering from sludge in the crankcaseMade note of it on the repair orderReleased the vehicle to the customerVehicle returned to Motorwerks 12/for diagnosis, vehicle had a check engine light on, reduced powerwe performed diagnostics on the vehicle per BMW diagnostic guidelinesRan the test plan in compliance with BMW guidelines and summarized we needed to replace the knock sensor as a first stepWe advised Mr [redacted] of the needed repairs, provided an estimate which was declined by Mr [redacted] Mr [redacted] then took his vehicle (so he claimed) to an independent repair facility to have a knock sensor installed(Client claims): The independent repair facility made the repairs and instructed Mr [redacted] that the vehicle still had complications and needed further research/diagnostics to establish what is wrong with itMr [redacted] (told us he) declined to have that service performed from the independent repair facility as he wished to drive the vehicle over the weekend and return the vehicle to them on MondayAfter leaving the independent repair facility, Mr [redacted] notes he suffered a break down with his vehicleMr [redacted] had his vehicle towed to our shop where we determined his engine had suffered a catastrophic failure and would need to be replaced We have offered Mr [redacted] several cost effective options to repair his vehicle - all of which have been declined Mr [redacted] 's concerns need to be addressed with (as he references in his claim) "Mechanic B" as that is who he states worked on this engine directly before the catastrophic failure & as well allowed him to take it to drive after their repairsWhatever they found, performed or advised is not in our control nor do we have any control of quality of their work This engine failure situation is no way the fault of Motorwerks BMW as we were not authorized to do the repairs & his issue needs to be addressed with his "Mechanic B" We have graciously provided several cost effective repair options with discounts for this client which are still available to him for the next business days if he would like to accept Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is full of lies, mischaracterizations of the truth, and leaves out material facts Motorwerks failed to admit that they TOLD ME, after I specifically asked them, that replacing the Knock Sensor would remedy the warning lights and reduced powerThey did NOT tell me, and there is absolutely no documentation to suggest, that "replacing the knock sensor was the first step." If it was simply the "first step," why did they charge me $for diagnosis? How many "steps" was it going to take, Motorwerks? Do they tell ALL of their customers that the $diagnosis fee will only cover the "first step"? Obviously, they are admitting that their diagnosis was incorrect, yet claim NO liability...good business practices (see Extreme Sarcasm)I paid them for a diagnosis, and they simply gave me a "what if" or a "we THINK it's X"? I didn't pay for a "what if" or "we THINK it's X" or a "first step"I paid them for a proper diagnosis, which they obviously screwed up Further, they TOLD ME, when I specifically asked them, that it was OK to continue to drive my car prior to replacing the knock sensorIf they would have advised against it, I wouldn't have driven itI am not the "expert" and I PAID them for diagnosis! If it was advice they gave me (which it obviously was), then that's on themAgain, I am not the expert Also, they are seemingly trying to use the "we found engine sludge in his engine" against meWell, when one goes to the doctor and complains about X, Y or Z, the doctor checks his/her patient's history, right? Why didn't Motorwerks check my vehicle history if "replacing the knock sensor was the first step" or when they diagnose a customer's car and are not sure what the problem may be? It should be noted that, what I have learned since, is the purpose of a knock sensor is to detect and alert to an engine "knock," which means that there could be something internally wrong with the motorA knock sensor is like a stethoscope used by a doctor...it's secured to the engine and detects problems withinIn my case, it seems that the knock sensor did exactly what it was designed to do, i.edetected a knock, which was what caused my engine to seizeWhy did Motorwerks advise that I replace the knock sensor, when the knock sensor seemed to do what it was designed to do? To me, Motorwerks knew about the presence of engine sludge and damage to my motor, but tried to sell me on $2,worth of services (replace the knock sensor) on a damaged engineAnd then, after I spent that money with Motorwerks, they would then sell me on MORE services, knowing that replacing the knock sensor would not remedy the warning lights and loss of powerThat is fraudulent, misleading, and deceitful business practices Finally, they claimed that they offered me "several cost effective repair options with discounts." That is an outright lieThey offered to replace my engine for $29,804.81, but discounted it to $20,NO OTHER "COST EFFECTIVE REPAIR OPTIONS WITH DISCOUNTS" were extendedIn fact, common sense tells you that there is ONLY one "option" to replace a useless engine....which is to REPLACE the useless engineMotorwerks, you liarsShow me additional "options" that you extended....I'd love to see them Motorwerk's business practices are misleading, fraudulent and deceitful, or at the very least are absolutely incompetentThe public needs to know
BMW motorwerks in Richfield,employs sales associates who are rude when you challenge a fair price purchaseThey will hang up on you over the phone also, while discussing a purchaseTheir focus appears directed towards THEIR compensation for a sale, not in pleasing the consumerIf you like that good ole boys mentality, this place is for you! Their service department is always short staffThey are not truthful when they relay to you a repair timeAppears that they lack complete respect for your timeThis dealership is in dire need of a complete makeover!
Initial Business Response /* (1000, 6, 2015/02/24) */
We thank the MN Revdex.com for bringing this concern to our attentionOur Service & Parts Managers were unaware of this customers concernWe have looked into this situation & found that a small percentage of our clients were
sent a draft of the ad copy, such as this client, but not sent correctly the final copy which stated which sizes, tires etc applied to the specialThe service writers only had the final copy & as such were bound by the information they hadDue to this error from the agency that sends the promotions, we will absolutely honor the special for this valued clientWe have reached out to him to apologize for the situation & to explain the unintentional errorWe have let him know that we will get him scheduled in, we are ordering in the correct tires if not in stock & he will be able to enjoy this special limited time promotion pricingThanks again for the opportunity to address & we appreciate your serviceHave a great day
Initial Business Response /* (1000, 7, 2015/11/23) */
Received business response via e-mail to Revdex.com -- is a copy of a letter / e-mail previously sent to Mr ***:
"Mr***-
We had Ryan the used car sales manager reach out to you by phone earlier today and he left you his
contact info so you could reach him backWe have your incoming call to Mr*** recorded (at 2:pm) and during that time the following was discussed:
- You asked for the availability of the Land Rover which Mr*** affirmed is still for sale
- You asked if we take trades and provided information about your Lincoln and approxtrade payoff
- You asked if you could arrive around 4:- 5:to see the vehicle and Brad said he would have the vehicle ready for you
- You also asked if we offer in house financing and Brad confirmed we do
During the 4:call you never asked or inferred about the condition of the vehicle and Mr*** never discuss anything regarding the condition as your post suggests
The description that is on our website for the Land Rover (pasted below) also does not suggest "good" condition:
HSE trimLeather, Nav System, Moonroof, Rear Air, MulChanger, 4x4, Hitch, Aluminum Wheels
KEY FEATURES INCLUDE
Leather Seats, Navigation, 4x4, Rear Air, MulChangerKeyless Entry, Privacy Glass, Child Safety Locks, Steering Wheel Controls, Rear Parking Aid
EXPERTS RAVE
Edmunds Editors' Most Wanted Midsize SUV Over $45,Edmunds.com's review says "Range Rover delivers a satisfying blend of on-road comfort and off-road capability in a stylish package."
MORE ABOUT US
Motorwerks BMW is proud to be the Midwest's largest Certified Pre-Owned BMW dealership, and the #Pre-Owned luxury retailer for the Penske Automotive GroupWe are one of dealers in the country to earn the coveted Center of Excellence for BMW, which recognizes the top dealers for sales, service, and customer satisfaction
Please confirm the accuracy of the included equipment by calling us prior to purchase
We unlike many other dealers provide an in-depth inspection and disclose everything we identify on the vehicleMany other dealers in town do not provide this level of transparencyDuring your visit Mr*** provided you a copy of the vehicles inspection for you to reviewWe are sorry you did not like mechanical condition described in the inspection but we did not "bait and switch" as you claim
In terms of pricing, we are a market based pricing store and sell vehicles based on a local comparative set of similar priced vehicles
If you would like to discuss more please return Ryan's voice mailI would ask you to retract your untrue statementsWe take pride in our level of transparency we provide which sets us apart from others that leave it up to the buyer to discover the vehicles condition on their own
Best,
Motorwerks BMW Team"
ExcellentEveryone I met was very friendly and courteous as well as good listenersIt was obvious that they intended to provide top serviceI also appreciate the complimentary shuttle service
Initial Business Response /* (1000, 5, 2015/10/08) */
Good afternoon Mr***,
Thank you for forwarding this consumers concern to our attention
The concerns have been addressed with this consumerPlease see the attached files as proof of such
The consumer also received proof of
his refund on 9/30/which is also attached for your review
We ask though please that these documents attached are not included in public view due to privacy laws for the consumers protection but have provided them to show your offices the proper contact, handling & actions occurred
Thank you in advance for your consideration
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Motorwerks BMW re-listed the vehicle for sale for almost weeks before it refunded my deposit
Motorwerks BMW never corrected the listing even with the knowledge that the car was in an accident
Initial Business Response /* (1000, 5, 2016/01/06) */
Good afternoon & thank you for the opportunity to provide the correct facts of this situationThe client's statement that he brought the car to us on Nov 21st, is categorically falsePlease see the attached repair order showing
that his BMW was in fact checked in on Nov 12th He did not leave with his BMW until Dec 18th more than a month later
This was the first visit for this car with this clientClient discussed having worked on the car himself or through 3rd parties for issues none were able to remedy thus towing it into our shopAt the time of initial diagnosis we advised the client not to fix this car due to the age, mileage & conditions including standing water in the trunk well (as noted on attached) with likely damage to unknown amounts of wiring, computers etcWe advised client that the repairs the car may likely need, based of initial exam & known history of this model could likely quickly exceed the value of the car
The client stated against our advice that he wanted us to proceed with repairs notedWe were not asked to go into all of the issues on the car, nor would we without the client's approval, we only worked on the issue noted & approved
Throughout the repair process the client continually asked for free work, discounts etcAs you will see in the attachments, we provided significant discounts off the repairs for him wherever possibleWhen the car was completed the client wanted to be allowed to leave with the vehicle without paying for the repairsWe stated payment must be in fullClient then wanted to take the car & make payments, none of which was discussed prior to his authorizations of workPayment is due when vehicle service is completedThe client's car ended up being here over a month including weeks past when it was completed, which was not approved & against policy as we do not store cars
Normally in this situation a car with unpaid repair bill left here for weeks would be impounded offsite with additional fees accruing but we continued to extend goodwill with this clientIn fact after a month with holidays & year end approaching, when he stated he still did not have any way to come up with the remaining funds to pay for the repairs, instead of exercising our right to have a sheriff's sale on the vehicle to recover our lost repairs we extended additional goodwill allowing the client to take his vehicle without final paymentReducing his total expense due yet again
After picking up his BMW the customer noted a check engine light was still on, we reiterated noting that the car had additional issues we were not authorized to delve into & explained the light is an indicator for numerous systems within his BMW driveline, numerous faulty items can cause these warningsWe were only authorized to fix the current stalling issue it was towed in for & findings of that situation at that time
The customer then in fact drove his car back into our service lane & abandoned it there, leaving it blocking other cars walking away refusing to check it inCalling from another location to discuss the concern but refusing to check his car in properly or move it out of the wayHe left his car this way for the entire day even after asking for his cooperation
In further goodwill to the client we had a technician further diagnose his BMW, at no charge to for the current check engine light, noting the issue with oil leak down & likely catalytic converter issues triggering the lightWhich is a known issue on a BMW of this age & mileageWhen the client finally agreed to return to retrieve his abandoned car, we shared this information with him, showing him the repair cost info & once again advising him not to repair it, that the repairs were exceeding the value of the car as noted priorThe client thanked us for the additional free work we had done in further diagnosing & departed with his car
Prior to the car arriving on Nov 12th we had not seen this BMW since with a prior ownerWe do not know what other issues it had present at tow in or intermittent issues as we have not maintained this carClient notes other parties were working on this carWe do not know if prior repairs were done correctly nor if it has been maintained properly
While we truly feel for the client's situation on this car it unfortunately does not equate to us further fixing the car for free nor extending any further discounts due to the facts above & due to the circumstances with this customers actions once the car was completedOur gracious goodwill efforts were clearly not met with any appreciation unfortunately
We warranty our repairs & double checked our work when his car was back finding no fault of oursPlease note the additional known, as well as possible other unknown issues, this clients car has are his full responsibility to cure respectfully
Initial Consumer Rebuttal /* (3000, 7, 2016/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Appreciate the time this business took to reply however below are the following in the response that they failed to address:
1.Car was in fact diagnosed by another prior to being towed in, not worked on as stated(proof upon request)
2.As stated in response at initial diagnose I/Client was advised car repair would exceed cost of repairs found(have not been provided with initial diagnosis that list and determined total cost of repairs that they stated
3.I/Client approved repairs against shops advising not to repairsAgain what repairs were those? I don't have itemized statement of those repairsWhere is the initial and following list of authorized
4.Check engine light was not on when initially brought inAnd if car was repaired why wasn't it address during the repairs that were said to be completedOr was this something that occurred during or after working on car?
5.Finally, the check engine light was not dealt with and now after return with minutes of picking up car after being called saying repairs were complete and car was ready...that now the check engine light is due to catalytic converter issues? Doesn't seem like they are for sureWhy wasn't it addressed initially? Was car actually hooked up to a computer to see what they issues were? And if bit was why wasn't it reported in writing to client?
The warranty of their work is questionable and the statement of double checking of our work make me wonder if its due to missed repairs or inadequate work
I want a partial refund or a repair resolution to this matterand I am not satisfied with this business attempt to jade the fact that the car was jot returned in satisfactory matter thank you for your time,
Initial Business Response /* (1000, 6, 2015/02/24) */
Motorwerks BMW appreciates the opportunity to review this customers concern and to provide the correct information on this issue
This customer was unable to find his perfect dream car to his specifications in our inventoryAt such
time this customer completed a special order application, paid the required $deposit to secure the order in his name so that this vehicle could be produced specifically per his request with the end intent being that he was purchasing this specific BMWWe have these forms and correspondence to the same
We also had worked with several banks on his behalf to acquire him preferred financing under his circumstances that had contracts prepared for him to complete the purchaseWe have the signed and completed credit applications from this consumer applying for and authorizing financing on this BMW purchase
As such his statements that he did not sign anything or show intent on purchasing this BMW are categorically incorrectBy completeing the custom order forms process, by paying the required custom order fee and as well by completing the financing applications authorizing us to set up his purchase finance he is obligated on this vehicle that he asked us to custom order
We in fact did not hear from this customer that he was changing his mind until both the client and our store had received notification from the BMW assembly line that his new custom order BMW was near completion on the assembly line
Only at that time, when it was too late to cancel as the car was already well through production did this consumer mention that he was not sure if he really wanted the car afterall
On custom orders such as this, the deposit is not refundable for the specific reason that the vehicle was produced specifically for them and may not be an options package in whole or part that we normally would have for saleIn this case the customer had ordered a vehicle with almost every option possible for that model
Due to the facts, the client was advised that the car was already being produced for him, we were unable to reverse it when it was already near completion and encouraged to complete his purchase due to all of the above
The customers statement that he has been following our "available" (key word) cars on our website & has not seen the vehicle on our website therefore we must have sold or traded it is a categorically incorrect claim
This vehicle was custom ordered in his name and has been held or reserved in his nameWe do not, as it is against the law, ever advertise for sale a vehicle that already is assigned to a customer such as this oneHis new BMW has been reserved in his name and as such is not being advertised for sale as he has a deposit hold on this BMW therefore we cannot advertise it for sale to anyone else
Our records indicate that our salesman has reached out to this customer to let him know the cars status and asked him to come in to review
We had not heard back from this client as of this time and until receiving this were unaware that he was still not planning to complete his obligation
Even though this client has completed the processes for a custom order and the refund is not generally refundable we do believe the car he ordered will be highly marketableWe would be willing to release this customer from his purchase at this time if we hear from him in the next 5-business days
As such if the consumer would respond to his salesperson appropriately to offically cancel his order and release this car out of his name so that we can proceed with marketing it for sale to the general public, we will agree to make an exception for himHe will need to come in to our store in person, (email is not an option as we need a live signature) by appointment with his salesman, to complete a cancelation agreementAt such time this will be turned in and in approximately 7-business days through accounting his refund will be processed, then mailed directly to him
We will not waiver on this offer and required process to reverse his purchase but sincerely hope he will be pleased that we will agree to release him from his obligation on this custom ordered car
Thank you for the opportunity to address & we look forward to hearing from the consumer so that we can close this issue
After selling the car, there was no customer service. Did not take the time to explain features of the car. Contacting the customer service manager results in phone call when one is busy. [redacted] was not interested in returning the call or listen to issues when it is a convenient for the customer. In fact they let the car to be driven out of the lot with very low tire pressure. After couple of phone calls, someone called back to say that BMW specialist will call back to explain the BMW apps and other features. It is now four days with no call....NOt surprised!! Go to this dealer as they have a big selection. But once you buy the BMW from them...do not expect any of the 'BMW experience'... they are only interested in selling you the car...not to provide customer service!!!
My experience was great. Paul provided a great level of service and keep me updated through out the process. For sure the best Service Ive had there.
Initial Business Response /* (1000, 5, 2014/11/26) */
We thank the Revdex.com for the opportunity to address this customers concern & to provide your offices with the correct information on this situation.
The client purchased this vehicle on 8/22/2014 which was a Friday. The...
deal was completed through our processing on 8/27, 3 business days later (when the norm is 12-14 business days). Because this client lives in Iowa we are required to send everything to an outstate titling company to handle the transfers, licensing & tabs which we sent to this company via Fed-Ex overnight.
The delays this customer has experienced are a normal course of action with outstate deals considering the factors involved. Due to the processes & requirements between this clients County & the outstate title agency as well as delays in receiving information back from the client, questions from their County etc.
One example is that his County requires the license plates to be transferred between clients vehicles which we were unaware of at the time of the sale. There were multiple attempts to discuss with his County & as well to reach the client to verify if he had properly kept his plates as required by his County rules & regulations.
Motorwerks BMW processed through his sale documentation, registration & payment for tabs within 3 business of selling this car to him to the agency that handles all outstate transactions. Once we turned it over to them, 3 days after the sale, with all fees due in full, we unfortunately have no control over the process between the County this client lives in & the outstate agency that is handling this paperwork.
We have extensive documentation, more than can be attached in this space, to prove all pieces were completed in a timely manner on our end & as well showing that we have repeatedly reached out to this titling agency asking for updates. Then updating the client. This agency takes 3-4 business days to respond to any inquiry from us, something out of our control & we have explained this to this client thanking him for his patience.
Our last update, which we shared with this client, was that as of 11/19/2014 the paperwork would be at his County DMV & from there they would either be sending him his new tabs or contacting him to come in for them (whichever is their process as each differs).
While we very much appreciate that the client is frustrated with how long this has taken, we truly have no control over the process for outstate deals such as this & we immediately sent over everything needed to that agency.
As such the issue is not something that we can correct, we have explained to this client on numerous occassions & we have made sure he has been sent new temp tags to be able to legally use his vehicle until the process is complete so that he is not in any concern of getting tickets.
The issue this client stated in the complaint, of the license & registration not being paid is incorrect. We paid all fees due to the outstate title agency within 3 business days of his purchase & have explained this to the client previously.
His local DMV, as we explained, would not show anything for payment or in process as the regulations require this outstate agency to handle dealers transactions on outstate car sales. He was not contacting the correct agency with his inquiry as we do not send anything directly to any County DMV that is not in MN.
Their process within his County DMV takes some time simply & has been in process, should be to him already at this point as we were updated his County had everything completed by 11/19/2014.
Motorwerks BMW processed everything immediately including all necessary fees for this clients purchase.
We thank the client for his patience & thank the Revdex.com for the opportunity to address this concern with the correct information on the facts.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
BMW Motorwerks has never made any attempt to update me. Any and all communication that I have been given is because I initiated the conversation. BMW Motorwerks has never sent me new temp tags.
I just got verification today from the DMV that they rejected the paper work on 11/24/14 because it was incomplete and it was sent back to them. They have not seen the paperwork return.
This is just additional proof that the dealership has not taken my concerns seriously or professionally.
Final Business Response /* (4000, 10, 2014/12/16) */
The consumers information is not correct. We in fact Fed-Ex'd updated temp tags to him which we have tracking info for. We are not allowed (by law) to send any additional temp tags as that would need to come from the agencies handling the transaction currently. Their DMV requested info of the Interstate title agency which we immediately provided the day of the request. Their DMV then questioned the info they already have been provided. We are getting this information 3rd hand from the interstate agency. Again this is out of of our control, it is the communications between the interstate agency & their county DMV which we unfortuantely have no control over. All of the info we relayed to those agencies was correct & we have never had any DMV hold up the process this long or request the additional pieces this clients DMV is requesting. We sell thousands of vehicles a year & the requests from this DMV are new requests & processes but again not our doing. We have tracking & proof to show we immediately sent any pieces requested of us. We do apologize that the process with these outside companies is taking far longer than it should. We have no new information for the client as everything is being handled by other agencies. The interstate agency responded to us today based off our inquiry on 12/4. That is how this has been going but not due to our lack of trying. Their reply today was this was all immediately sent to clients DMV on 12/4 & that client would be send their paperwork & plates within days. If this did not happen, the issue needs to respectfully be taken up with their county DMV. Thank you
I brought in my BMW for a recall and other service to be done. It was excellent, and was kept informed of the progress.
Initial Business Response /* (1000, 7, 2014/11/20) */
While this client purchased a AS IS vehicle & signed all documentation that she was knowingly purchasing an AS IS vehicle with no warranty or guarantees, we are concerned about her experience. Due to the situation with the person she was...
dealing with no longer being with our company, unable to discuss the details with him, we reached out to this client immediately & invited her in to discuss. She is very pleased with Motorwerks BMW now & has sent us this letter thanking us:
From: EmailServ
Sent: Tuesday, November 18, 2014 9:20 AM
To: S. [redacted]
Subject: Sales Alert-New Internet Lead from Email
Lead Details:
Hi [redacted] -
Thanks to both you and [redacted] for taking the time to really understand the situation, realize that it was a unique situation and work with me to find a vehicle that will suit my needs and keep my family safe on the roads for years to come. I feel much better about your company and will recommend your services to my friends, family and co-workers.
Funny side note: My kids thought the Camry was the same car I had as a loaner the first time the Highlander was being "fixed". Not quite the same as the brand new BMW 320i but from their perspective I can see how it would look that way!
All my best to you and your family,
[redacted] Sr. Team Assistant
Initial Business Response /* (1000, 5, 2016/02/15) */
Good afternoon & thank you for the opportunity to address this customers concern.
We have communicated thoroughly with this customer on the situation.
The customer is aware that we are working diligently on his behalf with BMW. ...
This is a manufacturing issue from BMW, not an issue that Motorwerks caused nor has any direct control over.
The customer is aware that we have ordered in 3 different tail lamps as new replacements but all have arrived with the same issue. We also then ordered in several tail lights from opposite side hoping for a match, then sets together with no success. Customer is aware that we have BMW area rep involved & that he also has contacted BMW on the issue.
Our BMW rep authorized the rare option to replace his tail lamps with like new, guaranteed & matching tail lamps off of a certified BMW on our lot = perfect condition. Our store was willing to down that car = that car would have to be taken off availability until correct matching tail lamps were produced by BMW. The client though declined this offer even though it would have solved the situation immediately for him.
Customer is aware that BMW is working with the company producing the tail lamps & searching for a new matching set.
When the customer left, after sharing all of this with him at each point in the process, he seemed to completely understand the situation appreciating as well that we were seeing this through with him to attain matching tail lamps.
Motorwerks has this well documented that we had, well before he filed with your offices, contacted BMW on his behalf towards resolve on this.
As we explained to the client, we appreciate his patience & understanding. We feel for him that there is a slight difference in appearance & we also want them to a perfect matched set for him.
We are still working towards this goal for him, which he is well aware of & will be in touch with him as soon as BMW is able to provide us with the proper matching set.
Thank you for the opportunity to provide the facts of this situation & we welcome hearing from your offices if we can provide you with any documentation on this we are more than happy to.
Initial Business Response /* (1000, 6, 2014/05/07) */
Motorwerks appreciates the opportunity to address this customers concern. We have contacted this client & left him a voice mail to let him know that the cancelation of his warranty was processed immediately on 3/7/2014. There was a...
100% refund of the warranty policy, which went to the lending institution that financed the vehicle purchase including this warranty per policy. The refund was applied to his loan balance. We also apologized for any communication error. Thank you for the opportunity to address this concern & we welcome hearing from you if there are any further questions we are happy to help.
Initial Business Response /* (1000, 8, 2016/03/04) */
This response is in reference to a claim you sent us from Mr. [redacted], hereinafter referred to as "client", case # [redacted]. Thank you for the opportunity to respond with the proper details for your offices review.
As the...
client notes, he declined our suggestions & took his 2010 BMW 135i, which was in poor drivability condition, to have repairs performed at an independent, i.e. non-certified BMW repair shop. As client notes specifically he then took his vehicle from them even though they noted it still had issues & a short time later suffered what we have determined to be a major engine failure. His issues respectfully need to be addressed with his referenced "Mechanic B".
We do not have any firsthand knowledge of what was or was not said to the client at the independent shop he took his car to. What we do know is that we have advised him of our initial findings when it's been here, have found sludge in the engine 5 months ago on 7/6/2015 at 99,684 miles which can contribute to numerous failures & furthermore do not have any knowledge nor control over how this client was driving his BMW with its poor mechanical condition.
The work our certified BMW technicians quoted as a starting point of repairs on his 12/29/2015 appointment wherein his BMW had 114,102 miles, per BMW guidelines for his symptoms, was declined. The client chose to drive away & keep driving it even though he indicates two repair shops advised him of repairs he states he declined, which his choice unfortunately likely resulted in an engine failure which is the clients full responsibility as he clearly notes he declined the recommended repairs from both shops.
Clients BMW has been at our facility a few times & the service history shows that oil change interval, maintenances were lapsed. Our records July of 2015 we found sludge in his engine, which is a direct symptom in most cases of lack of proper maintenance & may cause numerous failures including but not limited to the failure present now.
This is the notation on these visits from our Service Manager:
This vehicle has been seen at our dealership several times. We performed services on it in July of 2015 and discovered the engine to be suffering from sludge in the crankcase. Made note of it on the repair order. Released the vehicle to the customer. Vehicle returned to Motorwerks 12/29 for diagnosis, vehicle had a check engine light on, reduced power... we performed diagnostics on the vehicle per BMW diagnostic guidelines. Ran the test plan in compliance with BMW guidelines and summarized we needed to replace the knock sensor as a first step. We advised Mr. [redacted] of the needed repairs, provided an estimate which was declined by Mr. [redacted]. Mr. [redacted] then took his vehicle (so he claimed) to an independent repair facility to have a knock sensor installed. (Client claims): The independent repair facility made the repairs and instructed Mr. [redacted] that the vehicle still had complications and needed further research/diagnostics to establish what is wrong with it. Mr. [redacted] (told us he) declined to have that service performed from the independent repair facility as he wished to drive the vehicle over the weekend and return the vehicle to them on Monday. After leaving the independent repair facility, Mr. [redacted] notes he suffered a break down with his vehicle. Mr. [redacted] had his vehicle towed to our shop where we determined his engine had suffered a catastrophic failure and would need to be replaced.
We have offered Mr. [redacted] several cost effective options to repair his vehicle - all of which have been declined.
Mr. [redacted]'s concerns need to be addressed with (as he references in his claim) "Mechanic B" as that is who he states worked on this engine directly before the catastrophic failure & as well allowed him to take it to drive after their repairs. Whatever they found, performed or advised is not in our control nor do we have any control of quality of their work.
This engine failure situation is no way the fault of Motorwerks BMW as we were not authorized to do the repairs & his issue needs to be addressed with his "Mechanic B".
We have graciously provided several cost effective repair options with discounts for this client which are still available to him for the next 7 business days if he would like to accept.
Initial Consumer Rebuttal /* (3000, 11, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is full of lies, mischaracterizations of the truth, and leaves out material facts.
Motorwerks failed to admit that they TOLD ME, after I specifically asked them, that replacing the Knock Sensor would remedy the warning lights and reduced power. They did NOT tell me, and there is absolutely no documentation to suggest, that "replacing the knock sensor was the first step." If it was simply the "first step," why did they charge me $118.00 for diagnosis? How many "steps" was it going to take, Motorwerks? Do they tell ALL of their customers that the $118.00 diagnosis fee will only cover the "first step"? Obviously, they are admitting that their diagnosis was incorrect, yet claim NO liability...good business practices (see Extreme Sarcasm). I paid them for a diagnosis, and they simply gave me a "what if" or a "we THINK it's X"? I didn't pay for a "what if" or "we THINK it's X" or a "first step". I paid them for a proper diagnosis, which they obviously screwed up.
Further, they TOLD ME, when I specifically asked them, that it was OK to continue to drive my car prior to replacing the knock sensor. If they would have advised against it, I wouldn't have driven it. I am not the "expert" and I PAID them for diagnosis! If it was false advice they gave me (which it obviously was), then that's on them. Again, I am not the expert.
Also, they are seemingly trying to use the "we found engine sludge in his engine" against me. Well, when one goes to the doctor and complains about X, Y or Z, the doctor checks his/her patient's history, right? Why didn't Motorwerks check my vehicle history if "replacing the knock sensor was the first step" or when they diagnose a customer's car and are not sure what the problem may be? It should be noted that, what I have learned since, is the purpose of a knock sensor is to detect and alert to an engine "knock," which means that there could be something internally wrong with the motor. A knock sensor is like a stethoscope used by a doctor...it's secured to the engine and detects problems within. In my case, it seems that the knock sensor did exactly what it was designed to do, i.e. detected a knock, which was what caused my engine to seize. Why did Motorwerks advise that I replace the knock sensor, when the knock sensor seemed to do what it was designed to do? To me, Motorwerks knew about the presence of engine sludge and damage to my motor, but tried to sell me on $2,500.00 worth of services (replace the knock sensor) on a damaged engine. And then, after I spent that money with Motorwerks, they would then sell me on MORE services, knowing that replacing the knock sensor would not remedy the warning lights and loss of power. That is fraudulent, misleading, and deceitful business practices.
Finally, they claimed that they offered me "several cost effective repair options with discounts." That is an outright lie. They offered to replace my engine for $29,804.81, but discounted it to $20,431.27. NO OTHER "COST EFFECTIVE REPAIR OPTIONS WITH DISCOUNTS" were extended. In fact, common sense tells you that there is ONLY one "option" to replace a useless engine....which is to REPLACE the useless engine. Motorwerks, you liars. Show me additional "options" that you extended....I'd love to see them.
Motorwerk's business practices are misleading, fraudulent and deceitful, or at the very least are absolutely incompetent. The public needs to know.
The service is Excellent. I will come back when I need to do the service next time.