New Motors

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** ***
* *** ***
*** ** ***
Better Business Complaint ID # ***
November 20th,
*** ***
New Motors
*** *** ***
*** ** ***
Dear Mr***,
This letter in response to the letter you sent dated Nov13th, On Saturday Oct18th, 2014, I personally hand washed my wife’s BMW Zand there wasn’t any scratches on the front bumper of the carAfter the car was washed it remained parked in our garage and wasn’t driven until two days later when my wife and I took the vehicle to New Motors on Oct20th, for servicingAfter the car was service at the dealership my wife and I went to the *** Restaurant in Erie to have lunchBefore going into the restaurant my wife noticed numerous deep scratched marks on the front bumper below the driver’s headlightWe never went into the restaurant and drove the car back to the dealership and showed Mr*** the damageTherefore my wife and I are certain the damage occurred at New Motors while being servicedMr*** after looking at the damage asked us to give him a day or two so he could check into the matter and said he would call us
Two days later on Oct22nd, at 11:am I called and left a message for Mr*** to call me backAt 2:pm Mr*** called me backHe stated his supervisor told him the dealership would be willing to do a paint touch up on the bumper and nothing moreI advised Mr*** this wasn’t acceptable as this would only make the bumper worse and wasn’t the proper way for it to be repairedMr*** stated, “ I figured you weren’t going to be happy with this, but my hands are tied”He suggested I make a well place call to the manger of the dealership and that this might help to get the matter resolved more favorablyI called the dealership three times asking to speak with the manger *** *** (10-22-@ 2:pm, 10:23-@ 10:am, 10-28-@ 10:am)Each time I eventually was put through to Mr***’s voice mailI left messages each time as to why I was calling and for him to call me backIn the last voice message I advised if I didn’t hear back from him by Oct29th I was going to file a complaint with the Revdex.com, he never called meI waited until Oct30th before filing a complaint with the Revdex.com
Mr*** in your letter you mentioned we signed a repair order, which releases New
Motors of any damage or loss to our vehicle during repair workYou stated the dealership agreed to make an exception by offering to do a touch up on the bumper as a goodwill gesture as the dealership’s mission is to exceed the customer’s expectationsIt’s unbelievable to me that you or the dealership would try to use or hide behind this waiver for not holding the dealership accountable for the damageI’m sure if New Motor’s records were examine they would show over the years some other customer’s vehicles being damaged while being serviced at the dealership and being repaired fully at no cost to them
It’s extremely disappointing and sad that I had to file a complaint with the Revdex.com to get the dealership to respond back to meNew Motors certainly hasn’t come close to meeting my expectations yet alone exceeding themFirst, the dealership doesn’t believe the damage occurred thereThis makes my wife and I feel that the dealership is questioning our honesty and integritySecondly, having a touch up performed on the bumper isn’t the correct way to repair the bumper, which the dealership knowsThirdly, the dealership manager *** *** never return any of my calls, even when I informed him that I was going to file a complaint with the Revdex.com if I didn’t hear back from himThis was discourteous, unprofessional, and might have prevented some type of compromise from being reachedLastly, having the dealership use or hide behind the repair wavier is ridiculousAs I stated before, I’m sure if New Motor’s records were examine they would show repair work covered by the dealership for customer’s cars damaged while being serviced there
Even though I feel the dealership is totally at fault and should have offered to fix the damage to my satisfaction I’d like to try and get this matter resolved. I’m still not willing to settle for just having the bumper touched upI’m willing to compromise to either having the damaged area of the bumper sanded, painted, & clear coated to blend in with the rest of the bumper or to split the cost with the dealership of having the entire bumper repaintedI feel either of these compromises is more than fair
In closing, I want to mentioned that my wife is currently a high school principal and I just recently retired from law enforcement after almost thirty years of service, the last years as a detectiveThe reason I mentioned our professions is to give an indication that we’re not the type of people who would make accusations or try to file a fraudulent claim. Hopefully some type of settlement can be reached which is agreeable to both sidesI’m also sending a copy of this letter to *** *** the owner of New Motors along with a copy of my complaint from the Revdex.com & your letter dated Nov13th, 20014. I am looking forward to your reply
Sincerely,
*** ***
* *** ***
*** ** ***
***

Complaint ID [redacted]
Friday, November 13, 2014
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted],
New Motors, and the management, is aware of your complaint regarding damage, you claim, occurred to your 2005 BMW Z4 while it was in our possession. We, strongly, believe we...

are not responsible for any damage to your vehicle. Although, you signed a repair order releasing New Motors of any damage or loss to your vehicle during the repair work, the management agreed to make an exception. We offered to have the bumper of your vehicle touched up. We offered this as a goodwill gesture as our mission is to exceed our customers' expectations. The management at New Motors feels we have been extremely fair in resolving a situation that we do not feel responsible for.
Regards
[redacted] New Motors
Parts and Service Director

December 22, 2014 ID [redacted] Dear Mr. [redacted], I have received your second letter dated December 9, 2014. After reading your letter, I have come to the same conclusion as I originally came to regarding your complaint. Unfortunately, the management at New Motors, and I, are not convinced that your vehicle, a 2005 BMW suffered any damage while it was in the possession of New Motors while being serviced in our service department. I feel, again, that I was being more than fair in offering to have a scratch on the bumper of your 2005 BMW touched up. New Motors does not acknowledge scratching or damaging your vehicle while we serviced it. You mentioned New Motors, in the past, has made arrangements to repair customer vehicles that were damaged while in our possession. This is, in fact, true. If we were responsible for any damage we would have the customers' vehicle repaired without any hesitation. We value all of our customers and have made special exceptions for our dedicated customers that have repeatedly done business with us. We take each case and look at it and the customers' business history with New Motors extensively. Our outcome is not always the same. We provided your case the same equal treatment as we do with all of our customers. Although we have a signed repair order releasing us from any obligation to repair your vehicle, we still agreed to assist with your repair complaint. We feel that we have been extremely fair in trying to resolve this issue & offering to have the bumper touched up justifies the fairness we provided to you and the complaint you filed. In fact, we could have offered no exceptions and declined any assistance in repairing your vehicle, as we have with others in the past. We have tried to remedy this situation in a fair manner to you and to ourselves. We are sorry you do not agree with the repair service the management at new Motors has offered in repairing a scratch on your 2005 BMW. We regret that you have declined our assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
New Motors response in a letter dated 11-13-14 sent by [redacted] to Revdex.com and to me didn't change their position or offered any compromises to try and get this matter settled. Yesterday I emailed a letter to [redacted] the owner of New Motors and mailed the original letter to  [redacted]. In this letter I explained why my wife & I were certain the damaged occurred  to her car while being serviced at the dealership. In the letter I also stated  even though I still felt the dealership was totally at fault and should have offered to fix the damage to my satisfaction, I was willing to compromise. I stated I still wasn't willing to settle to just having a touch up done to the bumper but offered two compromises. I offered to have just the damage area of the bumper to be sanded, painted, & clear coated to blend in with the rest of the bumper or that I would be willing to split the cost with the dealership of having the entire bumper repainted. I feel that either of these compromises is more than fair to get this matter settled. For some reason I couldn't attach my  letter to this email and will forward my letter to the Revdex.com email address of  [email protected].  Hopefully New Motors will finally act in good faith.         
Regards,
[redacted]

I called and left [redacted] a message this morning.  In the message I let him know that the treatments for the windshield and the interior will still be done, we just need to schedule an appointment for those to be done.  The package he received in the mail was an additional part of the package...

he purchased, not in place of the actual treatments.  I was unaware that the car was missing the second key and the salesperson never let me know so we will also give him the second key which he is owed.  We will need to wait until he visits the dealership to order a key since the owner is the only one who can order a key.  I have not heard back from him yet so we will make a second attempt to reach him.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
New Motors Dealership hasn't changed their position at all since this complaint was filed against them. Since filing the complaint I offered the dealership two  different compromises (one compromise was to sand and paint just the damaged area & try to blend in the work, the second compromise was, that I would be willing to split the cost with the dealership to have the whole bumper sanded and repainted).  I feel either of these two compromises I offered were more than fair as I still feel my wife & I shouldn't have pay anything towards getting the car repaired & to get it repaired properly.  New Motors has not offered to compromise at all or attempted to get this complaint resolved. The liability wavier the dealership keeps mentioning and trying to hide behind applies only to warranty work done on a vehicle, it does not absolved the dealership from not being held accountable for vehicles being damaged while being serviced there.  I'm thoroughly disappointed with how  New Motors has treated my wife and myself. To show how arrogant the dealership is, the dealership sent me a smart as email thanking me for allowing them to service our vehicle and that heir staff took great pride in providing services that exceeded my expectations. This email was sent on 11-26-14 which was well past the date of 11-13-14 of [redacted]'s letter that he forwarded to the Revdex.com and mailed to me in response to my complaint. The dealership had already sent my wife an email on 10-24-14 thanking her for bringing the vehicle there for service and their goal was to meet her expectations, this was before I filed the complaint with the Revdex.com. So there is no doubt in my mind that the email the dealership sent on 11-26-14 was to upset us and basically a way of sticking out a tongue at us. It doesn't appear New Motors is going to try to get this matter resolved through my complaint with the Revdex.com. I sincerely hope that if this is the case that the Revdex.com will give New Motors a poor rating on their websites. If the New Motors dealership doesn't offer any compromises through this complaint,  I'm considering filing a small claims action  in court against the dealership.        
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Review: My car was brought there for a second time for the same exact recall issue. when they had the car in for repairs, I was told it would only take 2 days. they kept it for one entire month. They would not give us any information about progress on my car. They were repeatedly very rude and condescending, treated me like a second-class citizen because I did not purchase the car from their dealership. They repeatedly extended time frame for which they needed the car, because of things they broke while working on the vehicle. When I was finally able to pick up the car the work was beyond subpar. They told me I was supposed to get a visual inspection sheet when I asked them where it was they said "oh you didn't get one". They argued with me on the phone because they've informed me now I need a new gas tank, due to the fact it was damaged while being removed to access the recalled parts and is now "seeping". I told them it was not leaking when I dropped it off and he told me it was not leaking it was "seeping". I asked him what the difference was between leaking and seeping he could not answer this question. The man told me it would be almost $600 to replace the fuel tank, trying to scare me into buying a new tank. Previously I have never smelled gas and now I do. They told me they needed to keep it an extra day because while working on the recall repair they broke more bolts and told me " you know how it is". When I picked up the car conveniently the man I talked to on the phone had just left.

Business

Response:

We repaired his vehicle under a goodwill claim even though his car was out of warranty. The repair did take longer than originally anticipated and Subaru provided a rental vehicle to him free of charge. When the vehicle was picked up, our service advisor Adam advised him about the fuel tank seeping. We feel everything was done to keep the customer happy and the customer seemed fine while picking the vehicle up.

Review: My most recent experience with new motors Volkswagen is one that I will never forget, and has officially driven me away from this dealership for the rest of my life. It started with a screw in the right rear tire of my 2016 lapiz blue golf r. Luckily, no leak, but I wanted to get it fixed immediately. I took the car to New motors and utilized the night owl drop off box. I provided detailed instructions on what to fix down to my request for the wheels to be hand torqued. I received a call the following day while at work from Paul H[redacted], the service rep. He stated they would get it taken care of and I could pick the car up around lunch. Fast forward to the point that I realized that without me asking or approving the service, the dealership had washed my car. Unfortunately, the golf r, and especially in lapiz blue, has factory clear coat is very soft and susceptible to scratches. Prior to entering the dealership for a tire plug the paint was absolutely flawless. Upon receiving the car back, I cannot say the same thing. I immediately contacted Paul H[redacted] to let him know that the vehicle was scratched when they washed it. Throughout this conversation I at no point became upset with them understanding that things happen and I would just like the dealership to make it right. Paul stated to me that unfortunately these things happen sometimes and his guys probably used dirty towels. Paul stated that I could bring it back for him to evaluate all of the scratches. I took pictures of each one before the car was driven another mile. Fast forward again to when I took the car back to vw for them to review. Unfortunately Paul H[redacted] was not there but the BMW service rep was. He came out and verified that the scratches were there. He then proceeded to say "unfortunately sometimes you get what you pay for." This struck a sour note with me. This man stood there, looked me in the face, and essentially told me that because the wash was free, I shouldn't be surprised that they scratched the car. Let me reiterate that I never asked for or authorized the dealership to wash my car. The BMW service rep made a note for Paul and told me to stop back on Monday so that Paul could see the scratches as well. I went back for Paul to see the car and he also saw the scratches. Again I have not gotten upset and just wanted it made right. I was more than willing for the dealership to fix the car in house as this would be the most inexpensive solution. The scratches are in the clear coat and should be able to be polished out with relative ease. Paul offered to have the car polished and we scheduled the appointment. I dropped the car off in the morning and took the shuttle to work. I received a call at the end of the day that the car was done. I got to the dealership and there it is sitting in the rain. Good thing I thought ahead and placed some clean micro fiber towels in the trunk to dry the car. I walked into the service center as Paul handed me my keys and said "have a good day". He did not even offer to come out and make sure everything was OK with the vehicle and that I was satisfied. I walked out and dried some areas of the car that I knew there were scratches. They were still there. Some lighter than they were, but to someone who is a car enthusiast, the scratches were very much there. I walked back into the service center to tell Paul. I asked him if he had looked at the car before he gave me my keys, and he stated that he did not look close at it because it was raining and didn't want to towel it off for fear of scratching it. He then offered for me to bring it back for them to try again that Friday. I told him I would take it home and blow dry it on the highway, and when I got home I would fully evaluate it and call him back. Immediately upon getting home, it was apparent that the car still had scratches and the paint was still swirled. On top of that the "detailer" left polish all over the car. It is hard for me to respect a detailer that does not pay attention to the details. I called Paul and told him that I would like to escalate this to his supervisor, the service manager. I called Paul again the next day and he informed me that the service manager was on business travel but assured that I would receive a call back. I never got that call. Fast forward again and I told Paul I still hadn't heard from the service manager. He gave me the number of Jim v[redacted] the general manager at new motors. I called Jim and got his voice mail. I left a voicemail asking him to call me back so that we could discuss the next steps. I did not hear back. I called again a few days later again asking for a call back. A day later I did get a call from jim later in the evening but was already asleep and did not answer. No voicemail was left. I called Jim again and left another voice mail. On Wednesday of this week(9-14-16) I felt my phone vibrate while in a work meeting. It was Jim calling but I could not leave my meeting. No voicemail. I got another call immediately. This time there is a voicemail. As soon as I left my meeting I listened to the voice mail only to hear the words - we have decided that we will take no further financial action. I spoke with Keith W[redacted]t and in his words "it is what it is" if you don't like this answer he is the one to talk to -. Unfortunately Jim didn't leave kieth's number. At this point I am shocked by the lack of customer service and decided to involve corporate. On my way home from work I call corporate and file an official dealership complaint. The customer service advocate I spoke to was very apologetic and helpful. She filed the complaint and stated that I would hear back by the close of business Thursday. I received a call on Thursday from Tamar (spelling?) the regional representative responsible for all dealership complaints. Tamar was also very apologetic and helpful. Tamar tells me that at Volkswagen, the individual dealerships are partners and are authorized as empowered decision makers. Therefore she cannot force new motors to take financial action to correct the problem. On top of that, she explained that when talking to the various individuals at new motors, they told her that they did not acknowledge that they ever scratched the car, and decided to polish it only because I am such a "valued customer". This is not true as both Paul H[redacted] and the BMW service manager acknowledged it and if they did not believe it was their fault they would not have brought it in to polish or offer to repolish the car again. She also stated that both the service manager and the general manager stated that the spoke with me. This is not true. I never spoke to the service manager and I only heard Jim v[redacted] speak through voicemail. I explained my story to Tamar (see above), and she was very surprised how different it was. I explained to her that based on these actions I will never step foot in new motors again nor will I recommend the dealership to any friends, family, coworkers, or anyone for that matter. I will now be traveling 2.5 hours for any standard service to Pittsburgh where I purchased the car. She was very saddened to hear this, but stated that she was glad that I recognize the difference between the rest of VWoA and new motors and thanked me for this. I explained to Tamar that my next steps were to get an estimate from a body shop ([redacted] in erie pa) and then continue with further actions. These actions include this review, a direct complaint to the Revdex.com, and if necessary down the road, legal action. She offered her help in any way she could and encouraged me to give her the estimate. I went to [redacted]'s Thursday after work to get my estimate. When I arrived they immediately noticed the swirls and scratches and began generating my quote. The total quote to correct the paint is $212. All of this headache, lost time, and lost customers for new motors is over $212.Desired Settlement: I firmly believe that it is still well within the responsibility of new motors to finish correcting this issue. The resolution that I am seeking is for new motors to cover the $212 cost for [redacted] in Erie, PA to correct the scratches and swirls per the quoted estimate I received.

Business

Response:

Keith W[redacted] and Jim V[redacted] believe we have done everything we are going to do for this customer.

Consumer

Response:

etter Business Bureau:

Review: I recently purchased a 2012 Volkswagen Jetta for my 21 year old son's first car. Part of the deal was a 30 day warranty, which we never received a copy of. We were also told that they would do an interior treatment and also one for the windshield. My son made an appointment for this, which he had to later cancel because of schedule conflict. They have now mailed us a car treatment package, which THEY had promised to do as part of the deal. The worst part of this deal, is that when we were signing all the papers with their office girl, we were promised two keys, she told us that they cost $250 each, and would cost almost $1000 if the car ever needed re-keyed. After signing and preparing to drive off, we were told that they only had one key. They now say that they will not pay for this promised second key. New Motors has taken advantage of a first time car owner.Desired Settlement: We have never seen the 30 day warranty, which by now has expired. They promised to take car in as part of the deal, and treat windshield and interior. They should do this. And they should provide us with the previously promised second key.

Business

Response:

I called and left [redacted] a message this morning. In the message I let him know that the treatments for the windshield and the interior will still be done, we just need to schedule an appointment for those to be done. The package he received in the mail was an additional part of the package he purchased, not in place of the actual treatments. I was unaware that the car was missing the second key and the salesperson never let me know so we will also give him the second key which he is owed. We will need to wait until he visits the dealership to order a key since the owner is the only one who can order a key. I have not heard back from him yet so we will make a second attempt to reach him.

Review: On 10-20-14 my wife and I took her 2005 BMW Z4 automobile to New Motors to be serviced for an oil change & for the brake fluid to be flushed and replaced. After the service was performed we left the dealership and went to the [redacted] Restaurant in Erie to have lunch. Before going into the restaurant my wife noticed and pointed out scratch marks on the front bumper area under the driver's side headlight. The scratches were deep and through the clear coat and into the paint. These scratches were not on the front bumper before we took the car to the dealership for service. We took the car right back to the dealership and showed Mr. [redacted] the service manager the damage. He asked us to give him a day or two so he could looked into the matter. I waited until 10-22-14 & then I called Mr. [redacted]. He stated his supervisor told him the dealership would touch up the scratch marks but wouldn't paint the bumper. I informed Mr. [redacted] this wasn't acceptable & only touching up the bumper would make it worse. He said his hands were tied. He recommended that I called and speak with the dealership's manager and I might have better luck getting the matter resolved. I've called the dealership numerous times to speak with the dealership manager [redacted] and was told he was either in a meeting or not there. On three different days ( I have the dates & times) I was put through to his voice mail & I left messages each day. In these messages I advised Mr. [redacted] why I was calling and asked him to call me back. Mr. [redacted] never called me back! I also spoke to Mr. [redacted] more than the one time over the phone (have dates & times) & what was said. In one of our conversations I asked him if the dealership had video cameras where repair work is done, he stated yes but the cameras don't record (this I found strange). I had [redacted] Collision Shop located at [redacted]. inspect the damage to the bumper. They stated their estimate cost to repair the bumper is 600.00 plus tax.Desired Settlement: Would like the New Motors dealership to either repaint the entire front bumper of my wife's vehicle or covered the cost of 600.00 plus tax for [redacted]'s Collision Shop to repaint the entire front bumper of my wife's vehicle.

Business

Response:

Complaint ID [redacted]

Friday, November 13, 2014

Dear Mr. [redacted],

New Motors, and the management, is aware of your complaint regarding damage, you claim, occurred to your 2005 BMW Z4 while it was in our possession. We, strongly, believe we are not responsible for any damage to your vehicle. Although, you signed a repair order releasing New Motors of any damage or loss to your vehicle during the repair work, the management agreed to make an exception. We offered to have the bumper of your vehicle touched up. We offered this as a goodwill gesture as our mission is to exceed our customers' expectations. The management at New Motors feels we have been extremely fair in resolving a situation that we do not feel responsible for.

Regards

[redacted] New Motors

Parts and Service Director

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

New Motors response in a letter dated 11-13-14 sent by [redacted] to Revdex.com and to me didn't change their position or offered any compromises to try and get this matter settled. Yesterday I emailed a letter to [redacted] the owner of New Motors and mailed the original letter to [redacted]. In this letter I explained why my wife & I were certain the damaged occurred to her car while being serviced at the dealership. In the letter I also stated even though I still felt the dealership was totally at fault and should have offered to fix the damage to my satisfaction, I was willing to compromise. I stated I still wasn't willing to settle to just having a touch up done to the bumper but offered two compromises. I offered to have just the damage area of the bumper to be sanded, painted, & clear coated to blend in with the rest of the bumper or that I would be willing to split the cost with the dealership of having the entire bumper repainted. I feel that either of these compromises is more than fair to get this matter settled. For some reason I couldn't attach my letter to this email and will forward my letter to the Revdex.com email address of [email protected]. Hopefully New Motors will finally act in good faith.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Better Business Complaint ID # [redacted]

November 20th, 2014

New Motors

Dear Mr. [redacted],

This letter in response to the letter you sent dated Nov. 13th, 2014. On Saturday Oct. 18th, 2014, I personally hand washed my wife’s 2005 BMW Z4 and there wasn’t any scratches on the front bumper of the car. After the car was washed it remained parked in our garage and wasn’t driven until two days later when my wife and I took the vehicle to New Motors on Oct. 20th, 2014 for servicing. After the car was service at the dealership my wife and I went to the [redacted] Restaurant in Erie to have lunch. Before going into the restaurant my wife noticed numerous deep scratched marks on the front bumper below the driver’s headlight. We never went into the restaurant and drove the car back to the dealership and showed Mr. [redacted] the damage. Therefore my wife and I are certain the damage occurred at New Motors while being serviced. Mr. [redacted] after looking at the damage asked us to give him a day or two so he could check into the matter and said he would call us.

Two days later on Oct. 22nd, 2014 at 11:00 am I called and left a message for Mr. [redacted] to call me back. At 2:33 pm Mr. [redacted] called me back. He stated his supervisor told him the dealership would be willing to do a paint touch up on the bumper and nothing more. I advised Mr. [redacted] this wasn’t acceptable as this would only make the bumper worse and wasn’t the proper way for it to be repaired. Mr. [redacted] stated, “ I figured you weren’t going to be happy with this, but my hands are tied”. He suggested I make a well place call to the manger of the dealership and that this might help to get the matter resolved more favorably. I called the dealership three times asking to speak with the manger [redacted] (10-22-14 @ 2:57 pm, 10:23-14 @ 10:55 am, 10-28-14 @ 10:20 am). Each time I eventually was put through to Mr. [redacted]’s voice mail. I left messages each time as to why I was calling and for him to call me back. In the last voice message I advised if I didn’t hear back from him by Oct. 29th I was going to file a complaint with the Revdex.com, he never called me. I waited until Oct. 30th before filing a complaint with the Revdex.com.

Mr. [redacted] in your letter you mentioned we signed a repair order, which releases New

Motors of any damage or loss to our vehicle during repair work. You stated the dealership agreed to make an exception by offering to do a touch up on the bumper as a goodwill gesture as the dealership’s mission is to exceed the customer’s expectations. It’s unbelievable to me that you or the dealership would try to use or hide behind this waiver for not holding the dealership accountable for the damage. I’m sure if New Motor’s records were examine they would show over the years some other customer’s vehicles being damaged while being serviced at the dealership and being repaired fully at no cost to them.

It’s extremely disappointing and sad that I had to file a complaint with the Revdex.com to get the dealership to respond back to me. New Motors certainly hasn’t come close to meeting my expectations yet alone exceeding them. First, the dealership doesn’t believe the damage occurred there. This makes my wife and I feel that the dealership is questioning our honesty and integrity. Secondly, having a touch up performed on the bumper isn’t the correct way to repair the bumper, which the dealership knows. Thirdly, the dealership manager [redacted] never return any of my calls, even when I informed him that I was going to file a complaint with the Revdex.com if I didn’t hear back from him. This was discourteous, unprofessional, and might have prevented some type of compromise from being reached. Lastly, having the dealership use or hide behind the repair wavier is ridiculous. As I stated before, I’m sure if New Motor’s records were examine they would show repair work covered by the dealership for customer’s cars damaged while being serviced there.

Even though I feel the dealership is totally at fault and should have offered to fix the damage to my satisfaction I’d like to try and get this matter resolved. I’m still not willing to settle for just having the bumper touched up. I’m willing to compromise to either having the damaged area of the bumper sanded, painted, & clear coated to blend in with the rest of the bumper or to split the cost with the dealership of having the entire bumper repainted. I feel either of these compromises is more than fair.

In closing, I want to mentioned that my wife is currently a high school principal and I just recently retired from law enforcement after almost thirty years of service, the last 9 years as a detective. The reason I mentioned our professions is to give an indication that we’re not the type of people who would make false accusations or try to file a fraudulent claim. Hopefully some type of settlement can be reached which is agreeable to both sides. I’m also sending a copy of this letter to [redacted] the owner of New Motors along with a copy of my complaint from the Revdex.com & your letter dated Nov. 13th, 20014. I am looking forward to your reply.

Sincerely,

Business

Response:

December 22, 2014 ID [redacted] Dear Mr. [redacted], I have received your second letter dated December 9, 2014. After reading your letter, I have come to the same conclusion as I originally came to regarding your complaint. Unfortunately, the management at New Motors, and I, are not convinced that your vehicle, a 2005 BMW suffered any damage while it was in the possession of New Motors while being serviced in our service department. I feel, again, that I was being more than fair in offering to have a scratch on the bumper of your 2005 BMW touched up. New Motors does not acknowledge scratching or damaging your vehicle while we serviced it. You mentioned New Motors, in the past, has made arrangements to repair customer vehicles that were damaged while in our possession. This is, in fact, true. If we were responsible for any damage we would have the customers' vehicle repaired without any hesitation. We value all of our customers and have made special exceptions for our dedicated customers that have repeatedly done business with us. We take each case and look at it and the customers' business history with New Motors extensively. Our outcome is not always the same. We provided your case the same equal treatment as we do with all of our customers. Although we have a signed repair order releasing us from any obligation to repair your vehicle, we still agreed to assist with your repair complaint. We feel that we have been extremely fair in trying to resolve this issue & offering to have the bumper touched up justifies the fairness we provided to you and the complaint you filed. In fact, we could have offered no exceptions and declined any assistance in repairing your vehicle, as we have with others in the past. We have tried to remedy this situation in a fair manner to you and to ourselves. We are sorry you do not agree with the repair service the management at new Motors has offered in repairing a scratch on your 2005 BMW. We regret that you have declined our assistance.

Review: My vehicle had transmission problems.New Motors had it towed and said if the problem with the transmission was covered under warranty I would not have to pay for the tow or anything else besides the $100 deductible turns out it was covered under warranty. Now to get my vehicle back they want me to pay $624 to get my van back.Desired Settlement: To pay just the $100 deductible

Business

Response:

Our service department has been in contact with [redacted] throughout the process. [redacted] was aware that there would be a substantial cost to him to repair the transmission. Adam, our service writer, made it clear to him over a recorded phone call what we were going to do and the customer agreed to this.

Consumer

Response: