National Waste Services

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

I am rejecting this response because: The letter from Kelly BMW (resolving the complaint) does not address the issue(s) I encountered with two of their departmentsFortunately I received a call from their service manager ( [redacted] ) on May 4th who apologized for the lack of information/misinformation I received on my inquiry into replacing a dead batteryHe apologized for no one taking the time to check and see if replacing a battery would cause any issues with the car's computer systems[redacted] scheduled an appointment for me to bring the car in first thing on Monday, May 7th in which he, again, apologized for the wrong information and later lack of information from both the service and parts departmentWithin the hour he had the cars computer system updated removed from transport mode[redacted] was more than gracious in resolving the issue and apologetic for how I was treated at/by the dealershipWhile his effort is greatly appreciated - it was still disappointing to read a complaint response letter that avoided addressing the real issues of the complaint.Kelly BMW is fortunate to have a caring and knowledgeable professional like [redacted] working with their customers.You can close this complaint as I do not see any need for additional correspondence from Kelly BMW Regards, Doug P***

Thank you for forwarding to us the above referenced complaint By way of our response, please note as follows: The subject vehicle was purchased by complainant from someone else (not our dealership and not a dealership associated with the manufacturer of that vehicle); At the time complainant purchased the subject vehicle it had approximately 144,miles on it; For the above reasons, the subject vehicle is not covered by a warranty from our dealership (and any warranty from the manufacturer would have long ago expired); The manufacturer of the vehicle, as a good will gesture (without charge) to the complainant, did have our dealership repair a thermal event which, months later and thousands of miles later, an engineer inspected and confirmed was properly repaired and not the cause of the complainant’s current wear and tear issues; and The complainant did bring his vehicle into our dealership two other times for diagnostic services, but both of those times declined the recommended repairs The cost of the diagnostic services was $and $The complainant’s desire to have the vehicle completely repaired or the $10,purchase price refunded, should be directed to the one who sold or warranted the vehicle to him, which is not our dealership Accordingly, we respectfully request that you close your file as it relates to our dealership Respectfully submitted, Kelly BMW Jody W***, Controller

I am rejecting this response because:
Regards,
*** *** The vehicle is drive with more problems than after wire rack harness repair done by Kelly bmw.the vehicle is shifting hard,Not able to drive without any issues

We resolved the issue

See below and attached for correspondence from engineers from Kelly BMW concerning Mr*** complaint.Let me know if you need anything else to help resolve this matter.Thanks!Jody W***Kelly BMWMorse RoadColumbus, OH 43230 From: *** [mailto:***] Sent: Thursday, December 22, 11:AMTo: Bill F* Cc: ***Subject: Attorney client privileged information ***/ *** - ** *** * *** ***To Bill F* and Kelly BMW,This email with the attached email thread from BMW of North America Customer Relations is to validate that I, Paul G***, Technical Support Engineer for BMW of North America, inspected WFat MAG BMW of Dublin on October 28th , and again after cooling system repairs required to properly run and diagnose the engine, on November 17th, 2016. There is other documentation which describes the details of the inspections, however this email is to confirm that BMW of North America has inspected the vehicle and determined that the present condition of the mechanical components, engine, engine management system and any other drivetrain components are not caused by previous repairs, or insufficient repairs to this vehicle by Kelly BMW when the intake manifold was replaced due to an overheated induction system component.Best regards,PaulBMW GroupPaul MG***Technical Support EngineerBMW of North America

Thank you for forwarding to us the above referenced  complaint. By way of our response,please note as follows:1. The subject vehicle, which is a 2013 BMW 6501, was brought into our dealership  forservice because of a parking brake light malfunction. The mileage was 60,861 .2. During the...

road test, after the initial service was performed, we discovered there wasnoise emanating from the vehicle. We notified Mr. [redacted] and he said be was aware ofthe noise and authorized us to replace the transfer case at an agreed price. Mr. [redacted]'svehicle was already in our shop, he was our customer, and we wanted to do the work forhim.3. On the day Mr, [redacted] was scheduled to pick up his vehicle, he arrived before the workwas complete and had some time to wait at the dealership. To accommodate him and savehim some time, Mr. [redacted] was directed to go to the office area while the vehicle wasstill in the service area so he could pay his bill and be on his way as soon as the work wascomplete. While Mr. [redacted] was in the office area paying his bill the service wasfinished. . The vehicle was damaged when the overhead door to the service bay waslowered at the time his vehicle was backing out of the service bay.4. Mr. [redacted] is not correct when he says that Kelly BMW's Service Manager knew hisvehicle was damaged before he paid his bill. Nor is there a connection. The bill was forservice that had already been performed and is unrelated to the damage caused by theservice bay door.  There was not attempt to deceive him.  Similarly, after the damage wasdone, there was no deception. Kelly BMW immediately told Mr. [redacted] what happened,apologized for the damage, and agreed to have the vehicle repaired.5. Kelly BMW proposed lo Mr. [redacted] that Kelly BMW would pay for the repairs andpainting by a repair company and a painting company bath of which have a reputation forbeing among the best in the area.  In addition, Kelly BMW offered to provide a loaner carto Mr. [redacted] while the repairs were being performed and offered him a service credit of$1,670.00 for future services at Kelly BMW.6. Mr. [redacted]'s statement in his Complaint that Kelly BMW "refused to make it right" is notaccurate. We offered to repair the vehicle with the best technicians available. Further, hemischaracterizes the type of repair to be done. The proposal is not "essentially filling inthe dents, fixing the paint", but to remove the dents before painting, a process whichcreates a much better finish.  As stated before, Mr. [redacted] is our customer and we weretrying to get the best result for his vehicle.7. Kelly BMW caused damage to Mr. [redacted]'s vehicle and we have agreed to repair thevehicle. There is no justification for Mr. [redacted] to demand BMW refund tohim the cost of other repairs rim were performed on his vehicle or buy his vehicle. Thatappears to be trying to take undue advantage of the situation.8. There is nothing unfair about asking Mr. [redacted] to pick up his vehicle and return KellyBMW's loaner car. If he in not going to agree to have the repairs made as offered, thereis no reason for him not to pick up his vehicle and return the loaner car.9. Upon information and  belief, Mr. [redacted] has been making negative statements to othersin an inproper attempt to defame Kelly BMW's reputation and injure our business.10. For the forgoing reasons, Mr. [redacted]'s vehicle claim should hereafter be adjustedthrough the parties' respective insurance carriers.Accordingly, we respectfully request that you close your file as it relates to ourdealership.Respectfully submitted,Kelly BMWJody W[redacted], Office Manager

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

I am rejecting this response because: The letter from Kelly BMW (resolving the complaint) does not address the issue(s) I encountered with two of their departments. Fortunately I received a call from their service manager ([redacted]) on May 4th who apologized for the...

lack of information/misinformation I received on my inquiry into replacing a dead battery. He apologized for no one taking the time to check and see if replacing a battery would cause any issues with the car's computer systems.[redacted] scheduled an appointment for me to bring the car in first thing on Monday, May 7th in which he, again, apologized for the wrong information and later lack of information from both the service and parts department. Within the hour he had the cars computer system updated removed from transport mode.[redacted] was more than gracious in resolving the issue and apologetic for how I was treated at/by the dealership. While his effort is greatly appreciated - it was still disappointing to read a complaint response letter that avoided addressing the real issues of the complaint.Kelly BMW is fortunate to have a caring and knowledgeable professional like [redacted] working with their customers.You can close this complaint as I do not see any need for additional correspondence from Kelly BMW.
Regards,
Doug P[redacted]

Thank you for forwarding to us the above referenced complaint.  By way of our response, please note as follows: The subject vehicle was purchased by complainant from someone else (not our dealership and not a...

dealership associated with the manufacturer of that vehicle); At the time complainant purchased the subject vehicle it had approximately 144,500 miles on it; For the above reasons, the subject vehicle is not covered by a warranty from our dealership (and any warranty from the manufacturer would have long ago expired); The manufacturer of the vehicle, as a good will gesture (without charge) to the complainant, did have our dealership repair a thermal event which, months later and thousands of miles later, an engineer inspected and confirmed was properly repaired and not the cause of the complainant’s current wear and tear issues; and The complainant did bring his vehicle into our dealership two other times for diagnostic services, but both of those times declined the recommended repairs.  The cost of the diagnostic services was $132.28 and $153.76. The complainant’s desire to have the vehicle completely repaired or the $10,000.00 purchase price refunded, should be directed to the one who sold or warranted the vehicle to him, which is not our dealership.  Accordingly, we respectfully request that you close your file as it relates to our dealership.  Respectfully submitted,                                   ...⇄ BMW                                      �...⇄ W[redacted], Controller