Niello BMW-Elk Grove

I’ve been doing business with this location since 2014; and everyone from the front desk to the Sales people have been honest, courteous, helpful, and kind. I’ve Never had a bad experience nor been surprised by the work accomplished on my vehicle. I want to give a special shout-out to my service rep, Trevor, who has AWAYS been honest and goes beyond what is expected. Even when I drop by without an appointment, if Trevor is not tied up with another customer he will drop everything to assist me, even if I just need air in my tires! I cannot say enough good things about Trevor and Niello BMW Elk Grove.

Client paid $2,for the extended Maintenance Program He recently had his vehicle serviced under the plan for a total value of $ He has already cancelled his plan and is due for a pro-rated refund of @ $1, I offered to refund the client his original amount paid less the most current service of $which was covered under the plan I have informed him that he would be receiving a refund amount of $2,and the check would be mailed to his address on the complaint I also went as far to offer him a discounted brake service when needed in the future on his vehicle We verified current address and client is happy with resolutionCheck for $2,will be mailed to; [redacted] ***Rancho Cordova, CA

Resolved. We spoke with client last week and he agreed to pay $500.00 towards the repair of the rear bumper.

I am rejecting this response because: the business manager is still not taking ownership of his staff's lack of and horrible communication, and poor customer service, even up until nowThe communication is still inadequateI've asked why the estimate cost of work emailed to me was $and the cost being negotiated is $I've asked why a receptionist called me to tell me about repairs especially when I was waiting for [redacted] to call me to respond to my questions from our conversationNo adequate response was providedOn 11/3/and 11/5/15, I was told verbally and via email that it was "non-negotiable" for my car to be repaired here in SCAL, even with my multiple suggestions, one being have the dealership charge Sacramento for the workI was told no, there is no dealership that would agree to thisOn 11/9/15, I was emailed asking where do I liveOn 11/12/15, after making arrangements for the car to be repaired in Sacramento and giving the manager, [redacted] ***, a date and agenda, I receive an email that they found someone in SCAL who agreed to do the repairs and charge themThey tried making it seem like it was a timely thing even though [redacted] knew I wasn't in any kind of hurry This was what I originally asked for on several occasion so his decisions and actions were still inconsistent and inadequate I want this service department and manager to own up to their mistakes and sincerely and genuinely do something about it because they messed up, not because I am complaining I have not felt anything genuine and this continues to be a nightmare The last discussion I had with [redacted] , I asked him to reach out to legal with my concerns and let them know I am not fully satisfied He said he would and did get back to me until I emailed him askingHe is a nice person and means well, but sorry, the communication is still poor This experience has made me never want to purchase another used vehicle from anywhere I don't trust the car's condition nor the service department The report given to me conflicts with the dealerships explanation of repairs

I am rejecting this response because: Picked up car June in evening, water spots and detail done as requested New, potential issue from hatch not working could have
triggered issue while being detailed and cleaned as it requires cleaning as well as minor manipulation around it the hatch area Now, burden is on customer to pay diagnostics and further repair No prior issues and/or problems with hatch before being cleanedE-mailed dealership and awaiting response

To the best of my knowledge, I was never provided a copy of the service plan agreement in disputeI have attached all the paperwork, concerning the extended service plan, I signed and received at the dealership on the day I purchased the vehicleI was told briefly in person by the finance manager
that I was entitled to a partial refund if I chose to cancel the service contract earlyHowever, I never received any paperwork giving details of the actual extended service plan agreement. Sincerely,
*** ***

Customer dropped the car off on June 20th for the water spot removal and was happy with how the car looked

Here at Jaguar Land Rover
Sacramento, we repair, maintain, and advise clients their vehicles in a manner
that informs them of potential performance, safety, or wear issuesThis allows
clients to understand their vehicles current condition as well as anticipate
future needsIn the case with
*** *** she brought her Range Rover
in for service which we informed her was out of it’s factory and Certified
warranty*** was not expecting the findings with her shocks and bushings
to arise, but we advised her of our findings and that they are showing the
beginning signs of wear and that they are a future needWe have kindly agreed
to pay for 2/of the estimated $repair and arranged for this to be done
closer to her new home in southern California as a sign of goodwill to
*** and to her ownership experience with the Land Rover brand

We are working with the customer to secure a diagnosis free of chargeAfter the diagnosis, we will proceed from there

I am rejecting this response because: the business manager is still not taking ownership of his staff's lack of and horrible communication, and poor customer service, even up until now. The communication is still inadequate. I've asked why the estimate cost of work emailed to me was $4000 and the cost being negotiated is $3000. I've asked why a receptionist called me to tell me about repairs especially when I was waiting for [redacted] to call me to respond to my questions from our conversation. No adequate response was provided. On 11/3/15 and 11/5/15, I was told verbally and via email that it was "non-negotiable" for my car to be repaired here in SCAL, even with my multiple suggestions, one being have the dealership charge Sacramento for the work. I was told no, there is no dealership that would agree to this. On 11/9/15, I was emailed asking where do I live. On 11/12/15, after making arrangements for the car to be repaired in Sacramento and giving the manager, [redacted], a date and agenda, I receive an email that they found someone in SCAL who agreed to do the repairs and charge them. They tried making it seem like it was a timely thing even though [redacted] knew I wasn't in any kind of hurry.  This was what I originally asked for on several occasion so his decisions and actions were still inconsistent and inadequate.  I want this service department and manager to own up to their mistakes and sincerely and genuinely do something about it because they messed up, not because I am complaining.  I have not felt anything genuine and this continues to be a nightmare.  The last discussion I had with [redacted], I asked him to reach out to legal with my concerns and let them know I am not fully satisfied.  He said he would and did get back to me until I emailed him asking. He is a nice person and means well, but sorry, the communication is still poor.  This experience has made me never want to purchase another used vehicle from anywhere.  I don't trust the car's condition nor the service department.  The report given to me conflicts with the dealerships explanation of repairs.

Client paid $2,575 for the extended Maintenance Program.  He recently had his vehicle serviced under the plan for a total value of $428.06.  He has already cancelled his plan and is due for a pro-rated refund of @ $1,100.  I offered to refund the client his original amount paid less the most current service of $428.06 which was covered under the plan.  I have informed him that he would be receiving a refund amount of $2,146.94 and the check would be mailed to his address on the complaint.  I also went as far to offer him a discounted brake service when needed in the future on his vehicle.  We verified current address and client is happy with resolution. Check for $2,146.94 will be mailed to;[redacted]Rancho Cordova, CA 95670

Resolved. We spoke with client last week and he agreed to pay $500.00 towards the repair of the rear bumper.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

We did not believe it was possible to program the part because it is an aftermarket ECU.  However, we tried anyway at no cost to the customer.  We allowed Mr. [redacted] to spend about 1/2 hour in the shop with our technician.  We believe we worked hard to satisfy Mr. [redacted]’s request and...

did not charge anything for our effort.  We explained that it would not work with factory equipment and that he needs an aftermarket shop that does aftermarket programming. Please see attached.

Review: Had my X5 serviced on 3/14/16; BMW usually offers and provides car wash after each service, I emailed BMW of Elk Grove manager on 3/17/16 that I noticed hard water spots when I went home; I was able to see it better when it was in the garage(darker/dimmer) and not while it was under the sun when I picked it up. I had a similar incident from the previous year but I let that go and dealt with it and fixed it myself. This time around, it was all around the car/SUV and more pronounced. I waited for several weeks for any reply, I also did not received any follow up calls and/or customer experience feedback. I then proceeded to contact BMW of North America on 4/5/16 and received a reply 4/6/16 stating that my concern was already forwarded to the appropriate people. Since then, I have not received any replies or follow up calls.Desired Settlement: Request removal of hard water spots and appropriate cleaning/detailing.

Business

Response:

Customer dropped the car off on June 20th for the water spot removal and was happy with how the car looked.

Consumer

Response:

I am rejecting this response because: Picked up car June 20 in evening, water spots and detail done as requested. New, potential issue from hatch not working could have triggered issue while being detailed and cleaned as it requires cleaning as well as minor manipulation around it the hatch area. Now, burden is on customer to pay diagnostics and further repair. No prior issues and/or problems with hatch before being cleaned. E-mailed dealership and awaiting response.

Business

Response:

We are working with the customer to secure a diagnosis free of charge. After the diagnosis, we will proceed from there.

Review: Had my 1999 [redacted] 323i towed to Dealership for repair appointment to reprogram another ECM unit installed in car for 160.00 (after the old one burned out on the coil wire area of the board). 119 [redacted] service advisor refused to re-program unit because it was bought on [redacted] as a used part even after telling him I didn't care if it is a used part as I cannot afford all new equipment, and it is cheaper to buy used and have them re-programmed, and he said he will not reprogram a used DME/CARKEY/ECM/EWS because they don't have the equipment to program the units. However they will re-program all new equipment for the DME/CARKEY/ECM/EWS units which are matched systems after re-programming. [redacted] suggested paying another 160.00 to run diagnostics on the car, and to buy all new equipment. I told him I can't afford to buy the new equipment that can cost up to a couple of thousand dollars. If the dealer's mechanics don't know how to re-program equipment on [redacted]'s or have the equipment they should be telling the public this before they buy one of there cars, as they don't have the equipment to repair them properly according to [redacted] Caudle. And the [redacted] auto manual I have says after replacing another DME/ECM/CARKEY that the car will have to be taken to a dealer to be re-programmed after installation. I think this is a money racket for [redacted] if they can't repair a vehicle, why sell them? The dealership did not charge me any money and I had to have the car towed back home to my driveway. The mechanic did say he reprogrammed the car but it still won't start, need to diagnose car further for 160.00 as mentioned earlier, and it is my understanding that replacing any of the following parts according to my [redacted] manual and internet help that for any of the DME/CARKEY/ECM/EWS parts being replaced all have to be reprogrammed. If this is untrue then [redacted] and all people on the internet need to immediately stop selling the individual parts online, as this is considered false advertising and is misleading the publcDesired Settlement: I would like all used car parts which require re-programming to be stopped from selling them on the internet if it is misleading the public into thinking you can just pop it in your car and go, when that is not true, and when the part may be bad. Only new parts or the kits should be allowed to be sold if dealerships will not or refuse to re-program a used part. In the case of my 1999 [redacted] 323i the ECM/DME/CARKEY/ and EWS all have to be synced together per this Niello [redacted] dealership in Elk Grove.

Business

Response:

We did not believe it was possible to program the part because it is an aftermarket ECU. However, we tried anyway at no cost to the customer. We allowed Mr. [redacted] to spend about 1/2 hour in the shop with our technician. We believe we worked hard to satisfy Mr. [redacted]’s request and did not charge anything for our effort. We explained that it would not work with factory equipment and that he needs an aftermarket shop that does aftermarket programming. Please see attached.

Review: I bought a Certified Pre-owned Range Rover in July of 2014 w/remaining factory warranty. 2010 model w/about 40,000 miles. In July 2015, I took the car in for a recall. The service dept was great & repaired the issue. A complete inspection, was performed, battery, tires, rear struts, suspension, etc were checked. & sent me a report that all was good. About 2 wks later, tire pressure lights came on-front left tire pressure was low. I added air & 2 days later it said to check all 4 tires. Also, the key remote low battery warning came on for both keys I owned. I took it back to the dealer. Again, they checked the pressure, adjusted it, & said all was good. They also changed the key remote batteries for free since I told them I haven't had the car for a year yet for batteries to be dead. The car battery warning was also constantly coming on when I unlocked the car. It said, "Low battery alert, start the ignition." The car wasnt on for 30 seconds before this warning came on. It continued to do this off & on for a couple months until 1 week in Oct, settings reset w/each start. On 10/28/15 am, car would not start. I called a tow truck to tow it to the dealer & I went to work. I called dealer at 830 & spoke to a receptionist who said she'd let service know & someone would call me back. I waited & no call. I called again at 12pm & spoke to Jorge who told me they don't have time to look at it & he'd call me before closing to update me. No call. The next am I call again. [redacted] says battery needs to be replaced $350 & rear struts & suspension, control arms failed inspection, was worn out, leaking, & needed to be replaced $3500. I asked how it wore out in 3 months & why it wasnt detected w/last inspections. I asked abt warranty & was told nothing on file, then said it expired 8/2015. [redacted] calls next & tells me its in the red & should be replaced asap. Asked her why she is calling when I was dealing w/[redacted] & asked him q's. [redacted] calls again, says opposite of [redacted]. Poor communication, service, rip-off.Desired Settlement: I want this "Certified" car that I only put 5,000 miles on & spent a large amount of money on to be fully functional & in the condition it originally was supposed to be in. If it was fully inspected & certified, the batt wouldn't have died in a yr (or 5 yrs total), & all these other major repairs should have been done before selling the car. Struts, suspension, control arms do not wear out & leak in a year or 5,000 miles. I want repairs done & covered at a SCAL dealership or some compensation.

Business

Response:

Here at Jaguar Land Rover

Sacramento, we repair, maintain, and advise clients their vehicles in a manner

that informs them of potential performance, safety, or wear issues. This allows

clients to understand their vehicles current condition as well as anticipate

future needs. In the case with [redacted] she brought her Range Rover

in for service which we informed her was out of it’s factory and Certified

warranty. [redacted] was not expecting the findings with her shocks and bushings

to arise, but we advised her of our findings and that they are showing the

beginning signs of wear and that they are a future need. We have kindly agreed

to pay for 2/3 of the estimated $3000 repair and arranged for this to be done

closer to her new home in southern California as a sign of goodwill to

[redacted] and to her ownership experience with the Land Rover brand.

Consumer

Response:

I am rejecting this response because: the business manager is still not taking ownership of his staff's lack of and horrible communication, and poor customer service, even up until now. The communication is still inadequate. I've asked why the estimate cost of work emailed to me was $4000 and the cost being negotiated is $3000. I've asked why a receptionist called me to tell me about repairs especially when I was waiting for [redacted] to call me to respond to my questions from our conversation. No adequate response was provided. On 11/3/15 and 11/5/15, I was told verbally and via email that it was "non-negotiable" for my car to be repaired here in SCAL, even with my multiple suggestions, one being have the dealership charge Sacramento for the work. I was told no, there is no dealership that would agree to this. On 11/9/15, I was emailed asking where do I live. On 11/12/15, after making arrangements for the car to be repaired in Sacramento and giving the manager, [redacted], a date and agenda, I receive an email that they found someone in SCAL who agreed to do the repairs and charge them. They tried making it seem like it was a timely thing even though [redacted] knew I wasn't in any kind of hurry. This was what I originally asked for on several occasion so his decisions and actions were still inconsistent and inadequate. I want this service department and manager to own up to their mistakes and sincerely and genuinely do something about it because they messed up, not because I am complaining. I have not felt anything genuine and this continues to be a nightmare. The last discussion I had with [redacted], I asked him to reach out to legal with my concerns and let them know I am not fully satisfied. He said he would and did get back to me until I emailed him asking. He is a nice person and means well, but sorry, the communication is still poor. This experience has made me never want to purchase another used vehicle from anywhere. I don't trust the car's condition nor the service department. The report given to me conflicts with the dealerships explanation of repairs.

Review: Took my 2006 BMW 325i for freon drainage because it's illegal for me to release freon by myself or so i've been told. This led to other issues.

On July 3rd, 2013 I had taken my 2006 BMW 325i in for AC freon correction/drainage at Niello BMW in Elk Grove CA. I admitted to adding freon with do-it-yourself product but they insisted on a diagnostics and did not heed my word on the actual problem. I needed my car back by Friday July 5th due to a family vacation that was planned prior to the AC issue. Service Manager states that technician would not be able to finish until July 5th Friday evening. Had a family connection that contacted me to notify that he can fix my AC on the 4th of July. I called Niello BMW and notified them that I would be picking up my car before their closing time. I was notified by a representative that the tech was in the middle of correcting the freon. I offered to pay for the services but he declined. I've picked up the vehicle that same evening on 3rd of July. Had 4th of July off from work, company Holiday. Started work on Friday 5th of July. Took my lunch to drive to a fastfood. Upon sitting in the car I had realized the seat adjustments didnt fit my usual driving comfort that i've had it in for the past 2 months i've had the vehicle. So I pressed the number 1 button on the side of my seat for my programmed setting and the seat started declining and going into laying down mode and got stuck. I've always adjusted my seats from time to time when I've picked up family members, for the past 2 months nothing has been frayed or any shortages occurring. Notified Niello BMW in Elk Grove and they insisted again to do another diagnostics and would not tell me why the seat is suddenly acting like this. Appointment made for 8th of July due to family vacation between evening of July 5th to July 7th. Took my car to get the driver seat repair invoice #XXXXX. Confused and puzzled by the sudden issues occurring, i've questioned it and service advisor told me that my seat adjustments may have frayed the wire which lead to a ground wire to cause a short making the seat get stuck. The inside of my car is clean and there has never been a reason for my hands or any others' hands to be put under the seat where the wires are located. I've done a little research and it showed that a bad relay in the seats control panel may have caused a fuse to blow. I was adamant about having the tech to look at the relay first. Having said that to the advisor he clearly became upset and avoided answering my questions while insisting another diagnostics. Again they did not heed my word. At this point, I felt I was being held in the dark while being robbed of my funds so to speak. So after being notified that they have no loaner vehicles for me, I was forced to drive a rental. On July 9th, I was notified to pick up my vehicle because they had repaired the seat. Invoice XXXXX for the seat repair cost $400. Picked up my car and drove it home that evening around 2:30pm. I was exhausted from work and staying up all night worried about my car. So I needed sleep to start an early shift next morning. While sleeping received a call from my apartment staff memebers and left a voicemail stating that my vehicle parking lights were on. The vehicle is now unable to start due to a drained battery. Again, i've had this car for 2 months and this has never happened. Called Niello BMW and was upset with the answers I was given. They denied any faulty work and stated that I might have left the parking lights on. Ive verified with another dealership service manager about the issue and was told the lights should've shut off when I took the key out of the ignition and locked the door OR the Sleep Mode of the car would take in effect in 16 minutes shutting off all lights to conserve battery. I insisted on having Niello BMW repair for free but declines to repair the issue but offered to have it diagnosed for free. Declines to work on my vehicle in the future. July 10th 7:30pm i've noticed a dent near the sunroof of my car. I would not purchase a vehicle with a huge dent on it. Ins Claim #XXXXXXXXXXXXXXX.Desired Settlement: I would like my vehicle to be properly fixed free of charge Battery drainage and rewiring of the vehicle and would also like for the dent to be repaired properly. The wiring is causing the parking lights to stay on while the car is off for any given amount of hours. I will still be filing a small claims for the pain and suffering they have caused me.

Business

Response:

Business' Initial Response

Dear Revdex.com,

We have researched Mr. [redacted]'s concerns in this matter. While we never want to have upset customers, we cannot meet the desired resolution. Thank you for the opportunity.