New Country BMW

Review: Jan2, 2015 I had a service appointment at New country bmw . I stated to the advisor.that I had a powersteering leak, coolant leak and a check engine light. After doing their diagnostic they came up with the same problems I stated they found also. Jan 5 2015 I was called and told that the car was ready for pick up. After paying the bill and getting the car. I pull out the dealership get bout quarter of a mile and had to return immediately cause car was over heating. Coolant leaking out. So they replace that hose and sent me on my way. Three days later I noticed coolant light coming on and off and also powersteering fluid was leaking also. Later that day engine light popped back on. Next day I bring car back to the dealership (jan12 2015) they did an inspection and found that I still have a coolant leak, I still have a powerstering leak and a check engine light. Car is at dealership. 4 days now. Spoke to the general manager and we cant agree on a resolution. They are stating that they fixed the car but the car has the same problems it had when I went for my appointment on jan2 2015. So they want me to pay all over again for the same problems that I already paid for.Desired Settlement: I would just like to have my car fixed properly

Consumer

Response:

From: [redacted] Sent: Thursday, January 15, 2015 10:43 AM To: [redacted] Subject: The general manager stated that the car will not be fixed for free and I stated that the car was never fixed properly the first time. He then stated that he can do a 15 percent discount on the new repairs which are the same as the first repairs. Did not agree to paying anything. They have my car and I have there loaner which was issued by the advisor. They had car since jan 12 2015. I stated to the g.m that the car wasnt fixed properly the first time I also want to mention the first time I had the car fix the cost was $1600. They are now requesting an additional $2500 for the same issues that were not fixed the first time car was there. I have not ok the repair. Sent from my Samsung Galaxy™ S II 4G

Business

Response:

Our Area Vice President, [redacted], reviewed this situation with the Dealership Management team and have responded as follows:We have explained to [redacted] the following – We performed repairs on [redacted] vehicle on 01/02/15 @ 167789 miles (RO 255796). For his check engine light concern, we replaced the intake manifold DISA flap which was causing a vacuum leak. We explained to him that he may have further vacuum leaks but we needed to start with this repair, and this is documented on his repair order. For his power steering leak, we found the hose between the reservoir and pump leaking badly, and the surrounding areas were covered in a lot of fluid(s) – including the front of the engine area and coolant hoses, We replaced the necessary line, cleaned the area as best as possible, and retested. As documented, no further leak was found at that time. For his coolant loss, we pressure tested the system and found that the coolant tank and lower radiator hose were leaking. We replaced those items, pressure tested the system again, and as documented, had no further leak at that time. The technician then test drove the vehicle 5 miles. The repair order does not reflect the mileage change due to a clerical error when printing, but the “out” key read performed 01/05/15 @ 3:04 pm shows the mileage to be at 167,794 after the drive. [redacted] picked up his vehicle on the afternoon of 01/05/15, he came back with a coolant leak shortly after pick up. we found that the hose from the oil cooler under the intake manifold was leaking. We apologized, and replaced the hose at no charge to him. [redacted] returned his vehicle on 01/12/15 @ 168412 miles (RO 256366) with concerns of coolant loss, power steering loss, and check engine light coming back on the previous day. We told him we would be happy to diagnose his vehicle at no charge, provided him with a loaner vehicle at no charge, and stated we would let him know what we found as soon as possible. The coolant is leaking from the water pump, thermostat, and upper coolant hose. We explained that sometimes we can repair a leak or various leaks in a vehicle system, but when the system begins to operate at normal pressure after these leaks are taken care of, other leaks may occur, especially on a higher mileage vehicle. Short of replacing every component that “may” be an issue in the future, there is really no way to know if something else may fail. The power steering leak was found to be a hose to the reservoir, and possibly the reservoir itself. We explained this is the same situation as with the coolant leaks. Also given the amount of fluid that leaking in the engine compartment from the hose replaced previously, it may have made it more difficult to find any further issues at that time. During diagnosis of the check engine light, we found a vacuum leak from the brake booster line check valve, and as we stated on the previous repair order, would have to start with this and if the problem reoccurred, we may have to perform further diagnosis. [redacted] was told during his first visit that his vehicle may need further diagnosis and/or repair, especially given the mileage on the vehicle and the type of issues we had found. Although he may have the same “symptoms”, these are being caused by different components in the vehicle than those we replaced. As we explained, if we knew they were an issue at his first visit, we would have brought them to his attention, but, we are not going to tell people they need something if we are unsure if there is a problem at the time we work on the car. We also explained that even if we did notice these items during the last visit, there would have been additional charges for that work to be done. We have offered [redacted] a 15% discount on the needed work as a Goodwill gesture.