Complaint: ***
I am rejecting this response because: please see my below response to the service adviser who emailed me this morning I would like to be very clear when I say this - Prior to my car arriving at the dealership for the repair of the oil leak last week - there had been NO issues. Not one issue with a headlight. *** and I are extremely particular about our cars and this is 100% something we would have noticed. I am very sure that something happened to that front end - and it's near impossible for *** to deny that fact because we had to return with a check engine light and loose fitting with the break line on that very same side. There is no way that bolt loosened itself, I did not do it, *** did not do itThe only explanation that would make sense is that something happened during the initial repair to the front passenger side that caused the brake line piece to loosen and the headlight to either dislodge slightly or breakI certainly don't think anything was done on purpose and was most likely a mistake, but you are dealing with two very educated particular car people here and to me this is becoming a matter of principle. Put yourself in my shoes, my car has been in your shop times in the past few weeks with no indication of water in the headlight till now. I just expected better from you guys, especially at the labor rate you charge. You allowed a car that was leaking break fluid off your lot (a car I drive my child around in), which leads me to believe you guys are not as thorough as you should be, so is it possible you messed up the headlight?
Sincerely,
*** ***
The pictures available on 9/12/were from 9/9/visitthe photos are uploaded every night from the previous dayThe 9/12/visit photos were available to view this morning and clearly show moisture in the headlamp on drop offFurther, it was a dry day on 9/12/and the car was not
washedThere is no possibility that moisture in the headlight was a result of this visit
Spoke with *** Ring on 9/We discussed the concerns and offered to follow thru with diagnosis as to the concerns*** said he would follow up in a few days when his schedule permitted
The following took place as per our Delivery Depthours before delivery, I *** *** noticed that the insurance card in the deal was in the fathers name.I called ** *** and explained to him CLEARLY that the loan was only in the daughters name so therefore we needed insurance in
her name.He didn’t like the message I conveyed and abruptly hung up the phoneShortly thereafter, we received an insurance card with his name, wifes name and daughters name on it so it was adequate to register the car to her.At one point, I did offer to resubmit to the bank for the loan in his name and his daughters name and therefore it could be registered to him however He insisted it had to be registered to the daughter, NOT him.Mike L*** tried to resolve the situation by recontracting with both he and his daughter but he never showed up to re-contract.Chris P*** even offered to have *** *** return the vehicle within hours for a full refund.The issue with this customer is between the customer and their insurance company
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] To speak to Victoria's point. Her lack of professionalism and arrogant tone is appalling. She has a very rough means of approaching a topic. When registering the car we preferred to have the car registered under my name. However, we were informed by insurance in order to have valid insurance the car must be registered on [redacted] OR [redacted] AND [redacted] The insurance company then sent over the new ID cards and the dealership failed to read the card correctly and registered it under my name only.We were ready to have the car registered on both names. When picking up the car, my father came with me for that very reason. We were told by Scott that everything was all set and there was no need for my dad to sign anything. When our insurance company spoke to BMW Tony told our insurance agent,"the kid was only trying to make a sale since it was the end of the month". BMW also shared confidential information as well as false information in regards to loans that have been open. At this time, due to the error on BMW’s end, I will be charged an extra $1,700 each year the car is financed for an individual insurance policy. Had this information been communicated to me the day of purchase I would not have made it, as it falls outside of my budget.Not only did BMW cause me a loss of $1700, but they also provided such poor customer service when asked to assist with the problem at hand. What is most alarming is that they made such a massive error of allowing a newly purchased vehicle out of their car lot without properly insuring the vehicle. As the customer I have no knowledge of the formalities of purchasing a vehicle; that is the very reason we work with the dealership to ensure that all legal components are completed with fidelity. As a first time buyer, this has been one of the most disheartening and disappointing experiences. What should be a time of excitement and celebration has turned into a time of frustration, exhaustion, and disgust. After going through years and years of schooling, this was a first purchase to celebrate my success and achievements. However, I will reflect on this as one of the worse experiences to date. The customer service at the BMW dealership is appalling and proves that they do not have the customers best interest.
Complaint: [redacted]
I am rejecting this response because: Per [redacted] on 9/14 at 8:35 PM no refund has been initiated back to the card. They advised the refund would show within 14 days of transaction date and based on date provided by the business, there has been no refund generated back to my account. This is the third time we have been advised the refund was issued on three different dates only to call the credit card company to find no refund was issued. The deposit was taken on 6/30, it's now 10+ weeks later.
Sincerely,
[redacted]
To whom it may concern,this customer has been refunded their deposit on august 21st 2015 at 11:49 am. Please feel free to contact me directly if you require any additional information Thank you. Tony F[redacted]General Sales ManagerBMW...
2nd response customer was refunded/ our account was debited for $500 on 8/19/2015. customer can reach me directly for any documentation necessary. ###-###-#### or [redacted] sincerely Tony F[redacted]General Sales ManagerBMW of Bridgeport
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I am not really sure what [redacted] is contesting here. All of the repairs were diagnosed by him and parts supplied by him. The door actuator diagnosed and supplied by the customer did not fix the door. He asked us to replace the latch which we ordered. He than supplied his own part again and we...
sent ours back. The new part also did not resolve the issue and was removed and returned to the customer.The customer asked us to adjust the wiper arms, this requires a special tool we do not have any longer. We did not adjust the arms, only the blades that do not require a tool. He was not charged to adjust the arms. Premature wear on a wiper motor on an 18 year old car with 154k miles as a result of what?As for the door seals, I'm not sure how they are installed incorrectly, but we would be more than happy to inspect and correct them if that is the case. We never received any contact from [redacted] about any of these concerns until this notice.The amount of $1400 is very arbitrary and can not be directly assessed to any of the work in question here. The only offer we put forth is to inspect and correct anything directly due to work performed.
customer has been refunded today 6/27/
Complaint: ***
I am rejecting this response because: please see my below response to the service adviser who emailed me this morning I would like to be very clear when I say this - Prior to my car arriving at the dealership for the repair of the oil leak last week - there had been NO issues. Not one issue with a headlight. *** and I are extremely particular about our cars and this is 100% something we would have noticed. I am very sure that something happened to that front end - and it's near impossible for *** to deny that fact because we had to return with a check engine light and loose fitting with the break line on that very same side. There is no way that bolt loosened itself, I did not do it, *** did not do itThe only explanation that would make sense is that something happened during the initial repair to the front passenger side that caused the brake line piece to loosen and the headlight to either dislodge slightly or breakI certainly don't think anything was done on purpose and was most likely a mistake, but you are dealing with two very educated particular car people here and to me this is becoming a matter of principle. Put yourself in my shoes, my car has been in your shop times in the past few weeks with no indication of water in the headlight till now. I just expected better from you guys, especially at the labor rate you charge. You allowed a car that was leaking break fluid off your lot (a car I drive my child around in), which leads me to believe you guys are not as thorough as you should be, so is it possible you messed up the headlight?
Sincerely,
*** ***
The pictures available on 9/12/were from 9/9/visitthe photos are uploaded every night from the previous dayThe 9/12/visit photos were available to view this morning and clearly show moisture in the headlamp on drop offFurther, it was a dry day on 9/12/and the car was not
washedThere is no possibility that moisture in the headlight was a result of this visit
Spoke with *** Ring on 9/We discussed the concerns and offered to follow thru with diagnosis as to the concerns*** said he would follow up in a few days when his schedule permitted
The following took place as per our Delivery Depthours before delivery, I *** *** noticed that the insurance card in the deal was in the fathers name.I called ** *** and explained to him CLEARLY that the loan was only in the daughters name so therefore we needed insurance in
her name.He didn’t like the message I conveyed and abruptly hung up the phoneShortly thereafter, we received an insurance card with his name, wifes name and daughters name on it so it was adequate to register the car to her.At one point, I did offer to resubmit to the bank for the loan in his name and his daughters name and therefore it could be registered to him however He insisted it had to be registered to the daughter, NOT him.Mike L*** tried to resolve the situation by recontracting with both he and his daughter but he never showed up to re-contract.Chris P*** even offered to have *** *** return the vehicle within hours for a full refund.The issue with this customer is between the customer and their insurance company
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] To speak to Victoria's point. Her lack of professionalism and arrogant tone is appalling. She has a very rough means of approaching a topic. When registering the car we preferred to have the car registered under my name. However, we were informed by insurance in order to have valid insurance the car must be registered on [redacted] OR [redacted] AND [redacted] The insurance company then sent over the new ID cards and the dealership failed to read the card correctly and registered it under my name only.We were ready to have the car registered on both names. When picking up the car, my father came with me for that very reason. We were told by Scott that everything was all set and there was no need for my dad to sign anything. When our insurance company spoke to BMW Tony told our insurance agent,"the kid was only trying to make a sale since it was the end of the month". BMW also shared confidential information as well as false information in regards to loans that have been open. At this time, due to the error on BMW’s end, I will be charged an extra $1,700 each year the car is financed for an individual insurance policy. Had this information been communicated to me the day of purchase I would not have made it, as it falls outside of my budget.Not only did BMW cause me a loss of $1700, but they also provided such poor customer service when asked to assist with the problem at hand. What is most alarming is that they made such a massive error of allowing a newly purchased vehicle out of their car lot without properly insuring the vehicle. As the customer I have no knowledge of the formalities of purchasing a vehicle; that is the very reason we work with the dealership to ensure that all legal components are completed with fidelity. As a first time buyer, this has been one of the most disheartening and disappointing experiences. What should be a time of excitement and celebration has turned into a time of frustration, exhaustion, and disgust. After going through years and years of schooling, this was a first purchase to celebrate my success and achievements. However, I will reflect on this as one of the worse experiences to date. The customer service at the BMW dealership is appalling and proves that they do not have the customers best interest.
Complaint: [redacted]
I am rejecting this response because: Per [redacted] on 9/14 at 8:35 PM no refund has been initiated back to the card. They advised the refund would show within 14 days of transaction date and based on date provided by the business, there has been no refund generated back to my account. This is the third time we have been advised the refund was issued on three different dates only to call the credit card company to find no refund was issued. The deposit was taken on 6/30, it's now 10+ weeks later.
Sincerely,
[redacted]
To whom it may concern,this customer has been refunded their deposit on august 21st 2015 at 11:49 am. Please feel free to contact me directly if you require any additional information Thank you. Tony F[redacted]General Sales ManagerBMW...
Bridgeport[redacted]
There is no "offer" to reject. to reiterate this issue is between the customer and their insurance company.
2nd response customer was refunded/ our account was debited for $500 on 8/19/2015. customer can reach me directly for any documentation necessary. ###-###-#### or [redacted] sincerely Tony F[redacted]General Sales ManagerBMW of Bridgeport
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I am not really sure what [redacted] is contesting here. All of the repairs were diagnosed by him and parts supplied by him. The door actuator diagnosed and supplied by the customer did not fix the door. He asked us to replace the latch which we ordered. He than supplied his own part again and we...
sent ours back. The new part also did not resolve the issue and was removed and returned to the customer.The customer asked us to adjust the wiper arms, this requires a special tool we do not have any longer. We did not adjust the arms, only the blades that do not require a tool. He was not charged to adjust the arms. Premature wear on a wiper motor on an 18 year old car with 154k miles as a result of what?As for the door seals, I'm not sure how they are installed incorrectly, but we would be more than happy to inspect and correct them if that is the case. We never received any contact from [redacted] about any of these concerns until this notice.The amount of $1400 is very arbitrary and can not be directly assessed to any of the work in question here. The only offer we put forth is to inspect and correct anything directly due to work performed.