Open Road BMW

[redacted] , General Manager of Open Road BMW, will personally reach out to the customer and correct the situation Kind regards,

I apologize for any inconvenience this has causedRegistering a car out of state requires us to use a third party service because we are only registered to do motor vehicle in NJ [redacted] , GM and Vice President of Open Road BMW, is now involved in the process and is seeing that this is handled correctlyThere has been communication several times a day to ensure the process is seen throughI will continue to update the Revdex.com upon notification.Sincerely, [redacted]

Mr [redacted] brought hisrecently acquired BMW (cylinder) with 145,miles to us forrepairThis vehicle was in extreme disrepairWe provided him with an estimateto address his complaints at that time We obtained his authorization andconducted all repairs as agreedSince that repair, additional problemsmanifested and the vehicle failed inspection Mr [redacted] stated that hisvehicle failed inspection due to a faulty catalytic converterWhile the checkengine light appeared again, any number of issues can cause the check enginelight to appear, including and very likely, a faulty catalytic converterInthis case, if it is indeed the catalytic converter, it is most likely apre-existing condition or a result of the faulty injectors Mr [redacted] arrived at our BMWcenter with negative and insulting signsHis signage contains words such as,“Incompetent, crooks, arrogant.” Despite these insulting signs,we approached Mr [redacted] and asked if we could help himHe was approached bythe General Manager and the Director of Fixed operations as well as the VicePresident of OperationsWe offered to diagnose the vehicle at no chargeWealso told him that we be open to a goodwill repair of the vehicle depending onthe exact nature of the problemHe replied by telling us, in the presence ofEdison Police members, that he had no intention of getting the vehiclerepairedHe said he wanted to be paidHe said his problem was with BMWcorporate and not with us but by protesting outside our center he would getmore exposureHe wanted nothing short of substantial monetary compensation andhe walked out of the office back to his protest spotWe have tried our best to helpthis clientWe have maintained our ethical and legal responsibilities to Mr[redacted] but we will not take responsibility for this vehicles numerous, majorproblems

Upon researching this complaint I can confirm that an oil change was performed and the vehicle was returned the same dayI can also add that Mr *** received an estimate stating that the vehicle needed $13,of repairs to address the various different issues the vehicle hadMr
*** was charged for services performed and we do not agree with his desired settlemnt
Sincerely,
*** ***

Mr***, our apologies for the delayA check was issued today and will be sent out asapI believe someone from the dealership was going to reach out to you to arrange delivery of the check. Again, our
apologiesHappy Thanksgiving,
***

*** ***, VP of BMW Edison, confirmed that this vehicle was turned in and the lease end inspection was performed by BMW’s 3rd party inspectorWe did not assess the damage or have any input as to the chargesWe did not damage the vehicle in any wayTo allow Mr *** to
openly discredit our business and threaten us is unfairMr Neal needs to contact BMW direct with any clarify the charges by them.Sincerely,
***

There is no "routine mileage issue" that should be performed at designated mileageWe would not replace an item that does not need to be replaced, as evidenced by the fact that this component was not replaced until over one year after purchase
"line-height: 1em;">However, we will, as a goodwill gesture to a valued client, make an exception and issue a credit to the client in the hopes of maintaining our relationship for years to come[redacted], our Director of Fixed Operations will contact [redacted] and resolve the situationSincerely,
[redacted]

[redacted] General Manager of BMW, communicated with Ms [redacted] this morning and confirmed we would  refund the money as a gesture of good will.
Sincerely,
[redacted]

We acknowledge your frustration and have been diligently working to resolve the issue. The plates are expected to arrive today and we have issued payment to reimburse Mr [redacted] for his rental vehicle. Lee will be in touch again to give you an update and schedule delivery of the plates.
Sincerely,
[redacted]

I apologize for any inconvenience this has caused. Registering a car out of state requires us to use a third party service because we are only registered to do motor vehicle in NJ. [redacted], GM and Vice President of Open Road BMW, is now involved in the process and is seeing that this is...

handled correctly. There has been communication several times a day to ensure the process is seen through. I will continue to update the Revdex.com upon notification.Sincerely,
[redacted]

[redacted], General Manager of Open Road BMW, will personally reach out to the customer and correct the situation.
Kind regards,

My response to  Mr [redacted] remains the same. The oil change performed did not result in an oil leak. We will not refund the money however we welcome him to the dealership to address the issues found during our inspection.
Kind regards,
 
[redacted]
Executive Assistant
Open Road Auto Group
1140 US Highway 22
Suite 304
Bridgewater, NJ 08807

Mr. [redacted] brought hisrecently acquired 2000 BMW 750 (12 cylinder) with 145,089 miles to us forrepair. This vehicle was in extreme disrepair. We provided him with an estimateto address his complaints at that time.  We obtained his authorization andconducted all repairs as...

agreed. Since that repair, additional problemsmanifested and the vehicle failed inspection.  Mr. [redacted] stated that hisvehicle failed inspection due to a faulty catalytic converter. While the checkengine light appeared again, any number of issues can cause the check enginelight to appear, including and very likely, a faulty catalytic converter. Inthis case, if it is indeed the catalytic converter, it is most likely apre-existing condition or a result of the faulty injectors.   Mr. [redacted] arrived at our BMWcenter with negative and insulting signs. His signage contains words such as,“Incompetent, crooks, arrogant.” Despite these insulting signs,we approached Mr. [redacted] and asked if we could help him. He was approached bythe General Manager and the Director of Fixed operations as well as the VicePresident of Operations. We offered to diagnose the vehicle at no charge. Wealso told him that we be open to a goodwill repair of the vehicle depending onthe exact nature of the problem. He replied by telling us, in the presence ofEdison Police members, that he had no intention of getting the vehiclerepaired. He said he wanted to be paid. He said his problem was with BMWcorporate and not with us but by protesting outside our center he would getmore exposure. He wanted nothing short of substantial monetary compensation andhe walked out of the office back to his protest spot. We have tried our best to helpthis client. We have maintained our ethical and legal responsibilities to Mr.[redacted] but we will not take responsibility for this vehicles numerous, majorproblems.

[redacted], BMW's Controller, is tracking the check and will be happy to re-issue a check if it hasn't been received yet.
The address it was sent to was [redacted], Maryland.
I apologize for the lack of communication but this will be resolved today.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  They are using other repair work that was needed to make up for the fact they provided an improper oil change.  The fact still remains that oil never leaked from plug prior to going to this company.  Nothing in their inspection report states that oil is leaking from the plug.  And now I have an oil plug leak.  I reject their notion that they provided a complete and satisfactory oil change.  
Regards,
[redacted]

Review: I took my 2009 ** for repair at Open Road BMW last month. The 4x4 light and the Brake light were on at the same time. The service advisor said that the car had to be recalibrated. They charged me $162.00 to calibrate it. A couple of days later, both lights came up again. I called [redacted], my service advisor, and he said to wait a few days and to bring the car back if the lights came up again. A few weeks later, the lights came up again, the car shut off, and it wouldn't turn on. I left it alone for about 45 minutes, and turned it on again. The 4x4 and brake lights were still on. I took the car to the dealer the next morning. [redacted] wasn't there, so another advisor took care of me. She took all the information in the system, I let her know that this issue was supposedly fixed, and that [redacted] asked me to come back if the lights went on, so she said they would take a look at it, but she thought it might be the battery. After a few hours, she calls me to her desk with a list of issues the car had (issues that didn't come up a few weeks earlier when they fixed the car), and gave me a total of a couple of thousands of dollars to fix, including a battery replacement. I told her that I wasn't interested in replacing anything because the lease was expiring soon, and I had an appointment in a couple of days to get a new lease. She said, no problem, they will clean your car, and bring it around. When they finally brought my car ( another hour later), they hit me with a $168.00 bill. They charged me for "diagnosing" the car, when I explained to her that the service advisor asked me to bring it back, she said because they diagnosed a different problem, they had to charge me. She never disclosed that there was a charge to check the car, nor did she say that they charge per hour. I feel scammed. They gave me very poor customer service. I spoke to the Manager [redacted], and I'm still waiting for a call. I leased a 2015 GT, I doubt I would go back to that dealer for service.Desired Settlement: I paid $162.00 for a repair that didn't fix the problem. they shouldn't have charged me again for checking the car when I was asked to go back. I want my $168.00 back.

Business

Response:

[redacted] General Manager of BMW, communicated with Ms [redacted] this morning and confirmed we would refund the money as a gesture of good will.Sincerely,[redacted]

Review: I brought my car to open BMW in Edison NJ on 11/26/14 to get the engine light fixed. They returned my car back on 12/11/14. I then took my car to motor vehicle for inspection on 12/13/14. The car failed because the check engine light and catalytic converter came back on. On 12/16/14 I took my car right back to Open Road BMW. Anthony from BMW called me to pick my car up because they couldn't fix the engine light. I brought my car back to motor vehicle to get proof that it was the check engine light problem. BMW had charged me $6,305.28. The first time they had my car for 2 weeks. I had charged $4,000 on one credit card and $2,305.28 on another. Since then they charged me $538 and another $2,299.33 a total of $9,990.32

On 8/20/15 I called BMW headquarters/Customer service ###-###-#### to try to resolve this problem. I waited until 8/28/15 to hear back from them and they never called. On 8/28/15 I decided to exercise my First Amendment Right to protest against a multi-billion dollar company (BMW) at Open Road BMW [redacted]. Since then I've been there protesting from Mon-Sat 4pm until closing.Desired Settlement: REPAIR THE JOB THAT I PAID FOR, OR PLEASE GIVE ME THE FULL REFUND

Business

Response:

Mr. [redacted] brought hisrecently acquired 2000 BMW 750 (12 cylinder) with 145,089 miles to us forrepair. This vehicle was in extreme disrepair. We provided him with an estimateto address his complaints at that time. We obtained his authorization andconducted all repairs as agreed. Since that repair, additional problemsmanifested and the vehicle failed inspection. Mr. [redacted] stated that hisvehicle failed inspection due to a faulty catalytic converter. While the checkengine light appeared again, any number of issues can cause the check enginelight to appear, including and very likely, a faulty catalytic converter. Inthis case, if it is indeed the catalytic converter, it is most likely apre-existing condition or a result of the faulty injectors. Mr. [redacted] arrived at our BMWcenter with negative and insulting signs. His signage contains words such as,“Incompetent, crooks, arrogant.” Despite these insulting signs,we approached Mr. [redacted] and asked if we could help him. He was approached bythe General Manager and the Director of Fixed operations as well as the VicePresident of Operations. We offered to diagnose the vehicle at no charge. Wealso told him that we be open to a goodwill repair of the vehicle depending onthe exact nature of the problem. He replied by telling us, in the presence ofEdison Police members, that he had no intention of getting the vehiclerepaired. He said he wanted to be paid. He said his problem was with BMWcorporate and not with us but by protesting outside our center he would getmore exposure. He wanted nothing short of substantial monetary compensation andhe walked out of the office back to his protest spot. We have tried our best to helpthis client. We have maintained our ethical and legal responsibilities to Mr.[redacted] but we will not take responsibility for this vehicles numerous, majorproblems.

Review: My vehicles door handles are faulty. They do not seem to open the vehicle using the comfort access system and intermittently faill. I have provided several videos to the dealership of the actual problem. But dealership has refused to accept the problem and would not provide any repair. This system clearly does not work as intended and is also covered by warranty. However, dealership has failed to honor the warranty. This problem may be fixed by swapping the door handles with a new set but no such action has been taken by the dealership. I have taken the vehicle into the shop 3 times and on all three occasions nothing was done to fix the problemDesired Settlement: The comfort access antenna seems to be faulty in the door handles. Replace all the door handles to fix the problem with the Comfort access system. This is covered under the warranty.

Business

Response:

Open Road BMW has tried duplicating the problem with the door without any success. It was explained to Mr. [redacted] that if the key is being blocked by something it could result in the door not getting the signal. We are unable to prove the system is faulty. BMW confirms our diagnostic but we've asked them to send an engineer to the dealership to inspect the vehicle themselves.

Business

Response:

Unfortunately the forum doesn't represent Open Road's certified technicians diagnostic. We are trying to work through this and would like the opportunity to have the manufacturer take a look at the car as well.Sincerely,

Consumer

Response:

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

Manufacturer/dealer replaced parts and it seems to have fixed the problem. This case can be closed as resolved.

Review: I took my car to Open Road BMW in Edison, NJ as it had "Check Engine" light on, which was due to a missing fuel cap. At the time, when the service technician asked me if there were any other issues with the car, I just mentioned to him that the noise in the car seemed excessive to me. The service technician called me later to say that the noise was from the exhaust. I told him that it could not be from the exhaust but he went ahead and replaced the exhaust pipe. I picked up the car after paying with credit card and wrote on the invoice that I will check if the noise has gone. I also picked up the exhaust pipe that they had removed.

After driving the car, I realized there was no difference in the noise. I also took the exhaust pipe to another reputable car repair shop close to my work. The owner of the shop inspected the exhaust pipe and his opinion is that there is nothing wrong with the exhaust pipe.

So, Open Road BMW has charged me for a service that was not required.Desired Settlement: I need Open Road BMW to refund the amount of $1,599.65 that they have charged me for replacing a perfectly fine exhaust pipe. If they wish, they can remove the new exhaust pipe they have installed and re-install the old exhaust pipe.

Business

Response:

After looking further into the complaint I can confirm that Open Road BMW acted in good faith and did not charge anything that was not authorized. Mr Anand disputed the charge on his credit card but after a phone conference with the credit card company and [redacted] of BMW he admitted that he authorized the charges. He returned a few weeks ago for a road test with [redacted], a representative from BMW, and confirmed that the noise was gone. The vehicle was corrected and charged accordingly.There is no resolution to be met. The charges were for work that was correctly done.Kind regards

Consumer

Response:

I am rejecting this response because the problem has not gone away. The noise that was there before the repair was performed still persists, and I had told the same thing to the person who I went out to test drive this.It does not matter how many times the company performs such repairs but in my case the repair was not required. The company has replaced a perfectly fine exhaust pipe (as attested by a third party) and replacing of this pipe has made no difference to the noise.The company needs to refund me the money they have charged me for this unnecessary service.

Review: First, let me say that the service was horrible. I had to wait 3 hours for an oil change. Customers who came in after I did, left and had their cars done before me. That being said, they completed my oil change (Thursday, September 18, 20014). On Friday, September 19, 2014 I had a scheduled appointment at [redacted] in [redacted] NJ to replace a coil spring. The technician approached me and said oil is coming directly from my oil plug and that he tried to tighten the plug but it continued to leak. He asked did I recently get an oil change. He then pulls out a small silver washer and said they most likely forgot to put a new washer onto the plug which is why it is leaking.

On Monday, September 22, 2014 I contacted Mrs. [redacted], the service person who handled my oil change. I informed her that the car was leaking from the plug and was verified by a qualified technician. Mrs. [redacted] then begins to tell me that the car was already leaking oil once it arrived at the dealership. Mrs. [redacted] repeated the list of things that the bmw technician found and one of them was the valve cover gasket which she said was already leaking oil. I informed Mrs. [redacted] that I understood her point on the valve cover gasket, but I was not calling to ask the dealer to fix that. I told her that I was not a master mechanic. The valve cover gasket could have been leaking a ton, but if I don't see oil on the ground, I don't know its leaking. There was no oil in my driveway before the oil change and now there is and another tech says its coming from the plug not the gasket. Mrs. [redacted] then tells me we only change the oil and filter we use the same plug and everything is the same. I asked to speak with a manager. Minutes later she gets back on the phone and says she spoke with the tech who did my oil change and he said that he put a new washer on the plug. I requested a new oil change asked to speak with a manager. She said a manager would contact me and I am still waitingDesired Settlement: At this point, I would never go back to this dealership for anything. It was bad service from the beginning when they could not get my name right. I would prefer a full refund or for them to pay for the new oil change I have to get, but at another service center.

Business

Response:

Upon researching this complaint I can confirm that an oil change was performed and the vehicle was returned the same day. I can also add that Mr [redacted] received an estimate stating that the vehicle needed $13,000 of repairs to address the various different issues the vehicle had. Mr [redacted] was charged for services performed and we do not agree with his desired settlemnt.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They are using other repair work that was needed to make up for the fact they provided an improper oil change. The fact still remains that oil never leaked from plug prior to going to this company. Nothing in their inspection report states that oil is leaking from the plug. And now I have an oil plug leak. I reject their notion that they provided a complete and satisfactory oil change.

Regards,

Business

Response:

My response to Mr [redacted] remains the same. The oil change performed did not result in an oil leak. We will not refund the money however we welcome him to the dealership to address the issues found during our inspection.

Kind regards,

Executive Assistant

Open Road Auto Group

1140 US Highway 22

Suite 304

Bridgewater, NJ 08807