Initial Business Response /* (1000, 5, 2014/12/29) */
Client in direct contact with BMWNA
Dealership advocated resolution for client based on concerns
BMWNA communicated resolution in process
Initial Consumer Rebuttal /* (3000, 7, 2015/01/08) */
(The consumer indicated he/she
DID NOT accept the response from the business.)
Dealership left car sitting on the side of the road for days while I thought it was getting fixedNo contact whatsoeverBMWNA, as usual, has been fantastic and has taken steps to resolve the larger issue
Peter Pan abandoned the entire issueI had to take more time off work, personally get the keys back from their "Service" department, charge the battery with another car and have it towed to Fremont BMWThey solved the issue in ONE DAYThe car is back in running order with no issues since because competent mechanics actually troubleshot the issue (A faulty controller in the fuel system.)
Peter Pan does not deserve any credit for the resolution provided by BMWNAThey abandoned my car, would not respond to me, and did nothing for the entire days the car was sitting in someone else's driveway where it diedIf anything BMWNA needs to know what a horrendous job they did in the many chances they had to fix the issue before it failed, and they complete lack of communication or attempts to fix the issue sinceThey are a black eye on what is otherwise a wonderful brand and I will make sure everyone knows it
Final Business Response /* (4000, 9, 2015/01/16) */
BMWNA Resolution in process
Initial Business Response /* (1000, 5, 2015/01/19) */
The Revdex.com, we received your letter from our customer, A.PThe customer brought their vehicle into to Peter Pan BMW on 9/5/at 9:12am, all the repairs were completed and paperwork invoiced by 10:59amThe customer
waited in our customer lounge while the repairs were being completedA bulb was replaced for the $156.39, in which the customer paid the invoice at 11:08amThe customer paid nothing to have us check out the Right Rear Tire losing airOur technician is the individual that worked on the vehicle, saw the nail puncture, noted a slight leak (the reason why the tire continuously is losing air) and the technician recommended the replacement of the right rear tire (Peter pan BMW does not plug run-flat tires)Our AsstService Manager then informed the customer while they were in our lounge, that the tire needed to be replacedThe customer declined the replacement, and again as mentioned above, was not charged for us checking the condition of the tireAs a side note, if a tire or tires are continuously losing air, as the customer mentioned in the letter, most likely there is a slight leak in the tire (somewhere), or the rim could have a hair-line crack causing the air to escapeWe apologize that the AsstService Manager did not come back and see you after the Invoice was printed and you went to our cashierHe must have been helping other customers at that timeOur recommendation to the customer is to have all the tires and wheels checked on the vehicle, something is causing the air to deplete from the tiresAll the tires and wheels might need to be taken off the vehicle and water tested, the leak could be very small from a nail puncture or there could be slight leaks coming from the wheelsIf the customer is interested in a Service Contract Extension, they can contact our Service Department and employee ***to get a quote of the different coverages and optionsPeter pan BMW will not be paying for the Service Contract ExtensionThank you very much
Initial Consumer Rebuttal /* (3000, 7, 2015/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me start by saying I'm very disappointed with Peter Pan BMW customer service and response to my complaintI never said that particular tired was continuously losing airIf you read my complaint again, I said it happened previously with other tires on my vehicle in the pastWhen I had them checked at Global Imports BMW of Atlanta, they stated they just needed airI never had a problem with this particular tireAs a side note, as mentioned in Peter Pan BMW response, there was reference of slight leaks and hair line cracksWhy are those being mentioned now? I was told there is a nail in my tire, which is was notWith that being said, all of that is irrelevant nowThe issue is that I was lied to about there being a nail in my tireWhy didn't a technician offer to show me the nail just like another customer was afforded that opportunity as I sat in the lobby? I was just told there was a nail in the tire and the estimate to get it replaceMy goal is to inform others of my experience in order to hopefully prevent it from happening to themWhether it is through Revdex.com or other platforms such as Yelp, I am making others awareI am now aware that Peter Pan BMW has no intentions of making this experience rightEither way it goes, I feel I have done my due diligence and maybe now Peter Pan BMW will think twice about trying to comment consumer fraudI am well aware of how serious it is to make a complaint and if I wasn't absolutely sure, I wouldn't take the time to make a complaint
Final Business Response /* (4000, 9, 2015/02/09) */
Peter Pan BMW is willing to make it rightWe apologize if our Service Advisor made an error, in not getting you to take a look at the tire, it was not intenional, and we did not commit consumer fraudIf you would like to talk about possible solutions, please contact our Service Manager and/or Service and parts Director
Initial Business Response /* (1000, 5, 2014/12/29) */
Client in direct contact with BMWNA
Dealership advocated resolution for client based on concerns
BMWNA communicated resolution in process
Initial Consumer Rebuttal /* (3000, 7, 2015/01/08) */
(The consumer indicated he/she
DID NOT accept the response from the business.)
Dealership left car sitting on the side of the road for days while I thought it was getting fixedNo contact whatsoeverBMWNA, as usual, has been fantastic and has taken steps to resolve the larger issue
Peter Pan abandoned the entire issueI had to take more time off work, personally get the keys back from their "Service" department, charge the battery with another car and have it towed to Fremont BMWThey solved the issue in ONE DAYThe car is back in running order with no issues since because competent mechanics actually troubleshot the issue (A faulty controller in the fuel system.)
Peter Pan does not deserve any credit for the resolution provided by BMWNAThey abandoned my car, would not respond to me, and did nothing for the entire days the car was sitting in someone else's driveway where it diedIf anything BMWNA needs to know what a horrendous job they did in the many chances they had to fix the issue before it failed, and they complete lack of communication or attempts to fix the issue sinceThey are a black eye on what is otherwise a wonderful brand and I will make sure everyone knows it
Final Business Response /* (4000, 9, 2015/01/16) */
BMWNA Resolution in process
Initial Business Response /* (1000, 5, 2015/01/19) */
The Revdex.com, we received your letter from our customer, A.PThe customer brought their vehicle into to Peter Pan BMW on 9/5/at 9:12am, all the repairs were completed and paperwork invoiced by 10:59amThe customer
waited in our customer lounge while the repairs were being completedA bulb was replaced for the $156.39, in which the customer paid the invoice at 11:08amThe customer paid nothing to have us check out the Right Rear Tire losing airOur technician is the individual that worked on the vehicle, saw the nail puncture, noted a slight leak (the reason why the tire continuously is losing air) and the technician recommended the replacement of the right rear tire (Peter pan BMW does not plug run-flat tires)Our AsstService Manager then informed the customer while they were in our lounge, that the tire needed to be replacedThe customer declined the replacement, and again as mentioned above, was not charged for us checking the condition of the tireAs a side note, if a tire or tires are continuously losing air, as the customer mentioned in the letter, most likely there is a slight leak in the tire (somewhere), or the rim could have a hair-line crack causing the air to escapeWe apologize that the AsstService Manager did not come back and see you after the Invoice was printed and you went to our cashierHe must have been helping other customers at that timeOur recommendation to the customer is to have all the tires and wheels checked on the vehicle, something is causing the air to deplete from the tiresAll the tires and wheels might need to be taken off the vehicle and water tested, the leak could be very small from a nail puncture or there could be slight leaks coming from the wheelsIf the customer is interested in a Service Contract Extension, they can contact our Service Department and employee ***to get a quote of the different coverages and optionsPeter pan BMW will not be paying for the Service Contract ExtensionThank you very much
Initial Consumer Rebuttal /* (3000, 7, 2015/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me start by saying I'm very disappointed with Peter Pan BMW customer service and response to my complaintI never said that particular tired was continuously losing airIf you read my complaint again, I said it happened previously with other tires on my vehicle in the pastWhen I had them checked at Global Imports BMW of Atlanta, they stated they just needed airI never had a problem with this particular tireAs a side note, as mentioned in Peter Pan BMW response, there was reference of slight leaks and hair line cracksWhy are those being mentioned now? I was told there is a nail in my tire, which is was notWith that being said, all of that is irrelevant nowThe issue is that I was lied to about there being a nail in my tireWhy didn't a technician offer to show me the nail just like another customer was afforded that opportunity as I sat in the lobby? I was just told there was a nail in the tire and the estimate to get it replaceMy goal is to inform others of my experience in order to hopefully prevent it from happening to themWhether it is through Revdex.com or other platforms such as Yelp, I am making others awareI am now aware that Peter Pan BMW has no intentions of making this experience rightEither way it goes, I feel I have done my due diligence and maybe now Peter Pan BMW will think twice about trying to comment consumer fraudI am well aware of how serious it is to make a complaint and if I wasn't absolutely sure, I wouldn't take the time to make a complaint
Final Business Response /* (4000, 9, 2015/02/09) */
Peter Pan BMW is willing to make it rightWe apologize if our Service Advisor made an error, in not getting you to take a look at the tire, it was not intenional, and we did not commit consumer fraudIf you would like to talk about possible solutions, please contact our Service Manager and/or Service and parts Director