Paul Miller BMW

Lease End Charges are determined and assessed by the Leasing Company / Bank in accordance with their lease end guidelines and after they final inspect the vehiclePaul Miller BMW does not charge or collect any money for lease end chargeslease end questions should be directed to
BMWFS ***This is not an issue with *** *** BMW as we have explained to the client

The mechanical concerns have been covered by a warranty and campaigns by BMWNAThe defects and time down would have to addressed with BMWNA directWe have discussed trade options with the client and clearly there would be a negative equity situation that they do not want to pursueWe can explore
trade options with the client, but the only way to associate the repairs or defects with the negative equity is to pursue the lemon law and that would be between the client and BMWNA not Paul Miller BMW

When the customer submitted and paid for the extended warranty they did not disclose that they vehicle had a salvage titleWe collected the money and submitted and were informed by BMW that the vehicle was ineligible for the coverage as it had a salvage titleWe have since issued the customer a
full refund

The refund the customer requested was issued by *** on 5-18-The customer is aware and satisfiedWe were unable to process the refund here, the delay was only because we needed to submit and wait for reply from ***

The mechanical concerns have been covered by a warranty and campaigns by BMWNAThe defects and time down would have to addressed with BMWNA directWe have discussed trade options with the client and clearly there would be a negative equity situation that they do not want to pursueWe can explore
trade options with the client, but the only way to associate the repairs or defects with the negative equity is to pursue the lemon law and that would be between the client and BMWNA not Paul Miller BMW

Complaint: ***
I am rejecting this responseJust because Financial Services cannot do anything after the sale does not mean I have to suffer the consequencesPaul Miller BMW never offered this service to me or tried to mend the error on their part by apologizing and offering something in returnBMW Financial services advised me twice that Paul Miller was instructed to call me back and try to sort things out since nothing can be done after the sale of the vehicle and I never recieved a phone call from anyoneTime after time I've gotten ignored over this issue and I am unsatisfied and tired of the response "we can't do anything about it"It's not professional or fairI've invested quite a lot on this purchase, including tire warranty as well and it's frustrating this business continues to just push this aside.?
Regards,
*** ***

[redacted] 2008 328 came to us on 4/28/14 and he had stated to check car for an oil leak which he knew he had from having the car inspected by another facility. We replaced a leaking oil filter housing gasket which was covered under a parts warranty due to the fact it had already been replaced at...

another BMW dealership on 5/21/13[redacted]l was given a loaner car at no charge while repairs were completed. There was not any complaint expressed in detail other than the oil leak. On 10/28/14 the car was brought in for service engine soon light with a damage code of 002a32 in his on board diagnostic computer indicating a faulty eccentric shaft sensor. The repair was authorized by [redacted] and he was given a 10% discount. on 11/4/14 [redacted]'s BMW came back with the damage code of 29cd which indicates a faulty ignition coil in cylinder #1, nothing relating to the repair of the eccentric shaft sensor this was a completely different issue. We suggested to [redacted] being the car was 7 years old with 90,000 that all coils should be replaced , if one went bad eventually all would go bad and just trying to same time any money for [redacted]. The two repairs have absolutely nothing to due with each other, it is a 7 year old car with 90,000 miles on it . [redacted] was offered a 15% by myself for the repair left on his voice mail with no response from him. We have all computer print out to back up both diagnosis on his 328 to prove that there was no "malpractice".It is a 7 year old car with 90,000 that needs normal maintenance.

We have reviewed the customers complaint and we have had several discussions with her regarding this prior to this. The College Graduate incentive is offered by BMWFS and the guidelines, exceptions and qualifications are all determined by BMWFS. We presented this to BMWFS and they declined, they...

stated that the graduation period was outside of the guidelines of the program. The incentive, decisions and guidelines are all set by BMW Financial Services. We simply submit the information. Considering that the customer has already discussed this with BMWFS direct and they declined, we do not feel the customer is entitled to anything more from Paul Miller BMW

The client used a service powered by [redacted]com wherein they describe their vehicle on line and receive an offer based on the description they provide. We are a location participating with [redacted] and [redacted]. Upon inspection the vehicle was not represented properly by the...

customer, and as such the offer amount was adjusted to reflect the actual condition of the car. Both offers were created by [redacted] and [redacted] and not Paul Miller BMW. The customer is not due any compensation from Paul Miller BMW.

Complaint: [redacted]
I am rejecting this response. Just because Financial Services cannot do anything after the sale does not mean I have to suffer the consequences. Paul Miller BMW never offered this service to me or tried to mend the error on their part by apologizing and offering something in return. BMW Financial services advised me twice that Paul Miller was instructed to call me back and try to sort things out since nothing can be done after the sale of the vehicle and I never recieved a phone call from anyone. Time after time I've gotten ignored over this issue and I am unsatisfied and tired of the response "we can't do anything about it". It's not professional or fair. I've invested quite a lot on this purchase, including tire warranty as well and it's frustrating this business continues to just push this aside. 
Regards,
[redacted]

The refund the customer requested was issued by [redacted] on 5-18-16. The customer is aware and satisfied. We were unable to process the refund here, the delay was only because we needed to submit and wait for reply from [redacted].

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I had detailed conversation with Paul back in APRIL regarding my concerns. I have attached the document to explain why.  I had expressed my concerns to when Paul came back to me after the 3rd Diagnostic that I am willing to get the work done however this is a little absurd that if you tell me car is fixed and ready to pick up it should not have a problem.  To be offered 10 or 15% on a job that should have been completed in the first go around is not right.  Everybody knows that when you go to a dealership you pay a premium price to have the work done.  Knowing that I chose to have them do the work for me instead of another auto shop, so to say that you gave me a loaner at no charge I'm sorry but that's laughable. You're paying for that loaner some way some how its not free.
Regards,
[redacted]

Complaint: 10930920
I am rejecting this response because: The vehicle was absolutely properly described on [redacted], and I received a cash offer from Paul Miller BMW. I received eight emails from Susan K[redacted]     , a Paul Miller BMW employee, repeatedly asking me to bring my car in, so that they could purchase it for the price provided by [redacted] Then what I was offered was 92% less than the original offered price. We are not talking about a difference of a few dollars — after asking me eight times to bring my car in to purchase it, they then lowered their offer by 92% and said they would give me $500 for a 2009 [redacted] that is in good condition, with no mechanical issue and 102,000 miles. That is a bait and switch. 
Regards,
[redacted]

When the customer submitted and paid for the extended warranty they did not disclose that they vehicle had a salvage title. We collected the money and submitted and were informed by BMW that the vehicle was ineligible for the coverage as it had a salvage title. We have since issued the customer a...

full refund.

Review: I leased a vehicle from Paul Miller BMW since I refused to lease another vehicle from them when my lease was fulfilled they came up with an Excess Wear and Tear expense sheet. First, I turned in the car 2,000 miles under miles. 6 months ago I had a blow out and Paul Miller replaced the tire with a new one. Upon turning it in they could find nothing wrong with the car I even took pictures before turning it in. Two weeks later I get an invoice 350.00 fee because I refused to lease again from them. And 1,400.00 for 4 new tires and tax. Though one of the tires was replaced brand new 6 months ago. I have been billed 1,848.00. I have called their number but once you give your account number they will not answer and keep you on hold for 3-4 hours. I did it today, called did not give the account and someone picked up in 5 minutes. When I mentioned the lease end issue they transferred me to a line that never picks up. Because I did not lease I have been made to pay for it by Paul Miller in Wayne.Desired Settlement: I was a faithful client for 4 years. Always paid on time, turned the car 2,000 miles under. Kept the car in great condition and I should not be punished and made to pay 1,848.00 for what purely is the result of me not leasing from them again. I am in shock they would treat any customer like this. If I don't pay this imposed fee they have threatened to damage my credit. In order to avoid that they want payment. Where is the integrity of Paul Miller BMW? I paid faithfully for 4 years, never late but now they hold a gun to my head. Pay or we damage your credit? I hope they will reconsider and let me go without harm and having to pay this added fee.

Business

Response:

Lease End Charges are determined and assessed by the Leasing Company / Bank in accordance with their lease end guidelines and after they final inspect the vehicle. Paul Miller BMW does not charge or collect any money for lease end charges. lease end questions should be directed to BMWFS [redacted]. This is not an issue with Paul Miller BMW as we have explained to the client.

Review: I had leased a BMW through [redacted] BMW Motors, the leased vehicle turned out to ridden with mechanical issues. So much so that BMW North America deemed that the car should be returned (IE they would be buying out the lease as is). At this point I was in communication with the sales manager at [redacted]- I proposed that I would stay loyal with [redacted] BMW if they could in fact put me into a ‘safe’ car –pending my car payments would stay as close to my current cost as possible and the vehicle would have the same current features (including an additional cost for 3rd party tire and excess wear and tear coverage) When I arrived at [redacted] to return the car with the mechanical issues and pick up my newly leased vehicle I noticed that the car did not have the same features as the car I was turning in (I expressed my dissatisfaction to BMW north America during a customer survey- after which the sales manager reached out to me with an abrasive attitude, he actually hung up on me!) At this point I was presented with a unexpected bill for the scratches (normal wear and tear) and a disposition fee (which I was told would be waived for customers who resign as part of a loyalty program) – I reverted back to my Safe Lease policy only to be notified that since the car was ‘returned’ before the lease end the contact was null and void, this clause was never mentioned at any point during my discussion with [redacted] I contacted [redacted] (finical service adviser at [redacted]) to see how this could be rectified, he proposed and offer as “if you pay half of the invoice I will make the other half disappear” – this all seemed a bit sketchy to me so I decided it would be best to reach out to my legal adviser so that she could review the initial contract, I called [redacted] back requesting a written copy of this ‘plea’ or offer after which he became irate. I requested to schedule a meeting to discuss the ongoing issue with [redacted] as a CUSTOMER to which I was deniedDesired Settlement: I would like my coverage policy to be honored or reembursed for the coverage packaged I never received in turn

Review: I own a 2010 135i BMW vin number [redacted] Paul Miller BMW has service the worry free maintenance back in August 24th 2013 and last in October 15th 2013. See Attachment 1 details for the October 15th 2013service date. In summery for the last service, they mention that the car will not be covered under the warranty. After this date there was no unpaid dept to Paul Miller or BMW [redacted] The worry free maintenance and the warranty are two different things, one is for servicing the car for basic maintenance and the other is for manufacturing deflects. In November 16th 2013 I decide to go back and get the extended worry free maintenance program for the same car knowing fully that the car it self wont have a warranty. Cesar S[redacted] (Business Manager) allowed me to pur[redacted] the extended worry free maintenance for $2455.65 (See attachment 2). Soon after I schedule an appointment to get an oil change back in 2014. When I got there to the Dealer they told me they could not find the account or proof that I have the extended worry free maintenance. I left the dealer with nothing getting done and no unpaid dept. Next I schedule another service appointment on June 3rd 2015 (See Attachment3 ). Same thing happen again. I was sent away with no service performed on my car. The last time I drop off my car and I told Scott V[redacted] to look through all the documents and see what they can do on October 17th 2015. He told me that there is no extended worry free maintenance after holding on to the car a whole weekend. When I provided proof of the contract and receipt to scott(attachment 2) he told me he would need more time to look into it. Either way I was sent away with no service done to my car. As of now there is no unpaid dept with Paul Miller or BMW [redacted] except to me.Desired Settlement: At this point I am very disappoint with Paul Miller BMW. They have denied me service for the past 2 years. Told me the contract they sold me won't be honored. I feel they are just having me run around.

I want my $2455.65 back since no service has been done to my car. It has been two years and i've had to do my own service on my car. I will not accept service from Paul Miller BMW of wayne. They have wasted my time and don't bother calling me back to fix this issue. They only call to come get my car out of there.

Business

Response:

When the customer submitted and paid for the extended warranty they did not disclose that they vehicle had a salvage title. We collected the money and submitted and were informed by BMW that the vehicle was ineligible for the coverage as it had a salvage title. We have since issued the customer a full refund.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Wow, In my original complaint attachments contain a receipt

from them with a note saying the car has salvage title months before I went and

pur[redacted] the worry free extended maintenance. I remember siting there buying

the package and they mention it to me. Theres no way to prove they told me in

person but in the receipt is a different story. They cannot say they did not

know about it because they clearly documented it in the receipt.I mention to them a week before summiting the complaint to

the Revdex.com not to issue the refund to the card on file since the business account

is no longer active. I told them by phone, email, and in person (attachment “Mail

message.pdf”). They sent the money to the account and now the money is in limbo

since I cannot deposit it (See attachement “Fwd Your deposit was not accepted.pdf”).

[redacted] took the money and cashed it to their account. [redacted] then sent me a certified

check for the amount but under the business name that is no longer active. So I

cannot deposit the refund amount. I am working with [redacted] to let me deposit the

refund. I wont know for sure about the check until Thursday 11/12/2015.If they

can’t do it Paul Miller will have to get in contact with [redacted] and request the

money directly from them and issue me a check with my name on it. I told paul

miller about the situation but in their minds it is closed (Attachment “RE BMW

MAINTENANCE REFUND.pdf” and “Fwd Your deposit was not accepted.pdf”). This case

is still open. I will allow for it to be close when the refund has been fully issued to me

either by [redacted] or by paul miller bmw.

Regards,

Review: Dropped my car off to have work done ... They left my windows open allowing 3 inches of snow causing my seats to rust and The motor to stop workingDesired Settlement: I just want the proper repair done to be able to finally move my seat back in a comfortable position

Review: I can not express the level of frustration I have after picking up the car. The car was in even far worse drivable condition then I had left it last Tuesday.

The car now not only shake violently but also has a clicking sound at all times.

I came to Paul Miller BMW with recommendations.

Having brought the car in for a check up back in April and expressed concerns in detail, which were allegedly resolved and advised that the car is well maintained.(Diagnostic 1) I gave a great review as I thought it was all taken care off, even showed my appreciation.

However, those issues were still lingering come October. (Diagnostic 2) having spent $1600 and being advised that it was all done on Friday. I come to find out the service engine light was still on. I leave the car so a diagnostic #3 can be performed to tell me that there are still issues with the car and its going to cost more money.

I did have a another opinion before I went to Paul Miller BMW back in April. I chose to have Paul Miller BMW work on my car as they were recommended, over the quote from another auto shop.

I had expressed the issues with the car back in April and again last Tuesday when I brought the car back. I don't understand how they choose to perform diagnostics and take care of customers. Clearly, its malpractice. If they were doctors they would be sued right now! It amazes me that despite my willingness to pay for the repairs and work with the service center there was not a 100% execution the first go around or even the 2nd go around.

Rightfully I should demand not to have to pay for the repairs after having already paid $1600 for the additional work needed. However, having expressed my concerns the best offer was 10% on a 3rd Diagnostic.Desired Settlement: They misdiagnosed the car more than once, fix the problem.

Coils and spark plugs repair.

I am willing to pay for the Power steering flush but not the coils and spark plugs as that should've been diagnosed originally back in April or the very least last Tuesday when I brought it back.

Each time the car was left for more then 3 days to successfully diagnose the issues with the car.

Business

Response:

[redacted] 2008 328 came to us on 4/28/14 and he had stated to check car for an oil leak which he knew he had from having the car inspected by another facility. We replaced a leaking oil filter housing gasket which was covered under a parts warranty due to the fact it had already been replaced at another BMW dealership on 5/21/13[redacted]l was given a loaner car at no charge while repairs were completed. There was not any complaint expressed in detail other than the oil leak. On 10/28/14 the car was brought in for service engine soon light with a damage code of 002a32 in his on board diagnostic computer indicating a faulty eccentric shaft sensor. The repair was authorized by [redacted] and he was given a 10% discount. on 11/4/14 [redacted]'s BMW came back with the damage code of 29cd which indicates a faulty ignition coil in cylinder #1, nothing relating to the repair of the eccentric shaft sensor this was a completely different issue. We suggested to [redacted] being the car was 7 years old with 90,000 that all coils should be replaced , if one went bad eventually all would go bad and just trying to same time any money for [redacted]. The two repairs have absolutely nothing to due with each other, it is a 7 year old car with 90,000 miles on it . [redacted] was offered a 15% by myself for the repair left on his voice mail with no response from him. We have all computer print out to back up both diagnosis on his 328 to prove that there was no "malpractice".It is a 7 year old car with 90,000 that needs normal maintenance.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I had detailed conversation with Paul back in APRIL regarding my concerns. I have attached the document to explain why. I had expressed my concerns to when Paul came back to me after the 3rd Diagnostic that I am willing to get the work done however this is a little absurd that if you tell me car is fixed and ready to pick up it should not have a problem. To be offered 10 or 15% on a job that should have been completed in the first go around is not right. Everybody knows that when you go to a dealership you pay a premium price to have the work done. Knowing that I chose to have them do the work for me instead of another auto shop, so to say that you gave me a loaner at no charge I'm sorry but that's laughable. You're paying for that loaner some way some how its not free.

Regards,