Prestige BMW

I am rejecting this response because: The dealership's response is full of inaccuracies and Prestige BMW continues to make claimsThe dealership's response highlights their need to defraud any client of theirsTo be clear on the course of events:January - vehicle was involved in a rear end collisionThe vehicle was repaired by Prestige BMWThe rear bumper and trunk needed repair as there was significant damageTrunk was not properly repaired.February - First visit: Vehicle was brought in for oil change service and trunk repair (Diana [redacted] was the client service rep)I was advised trunk repair would be an additional chargeI declined the serviceI picked up the vehicleIt took minutes to retrieve the vehicleI was told by Sanrdo R [redacted] that the "vehicle was parked in the back" and that was the cause for the delayI received the vehicle and the presets were all gone and the vehicle's clock was set to --:--Again, only told the vehicle was parked in the backWhen I returned home and attempted to lock the vehicle remotely - the key fobs were inoperable.Second visit: Immediately after the first visit, I advised Prestige BMW that the key fobs were inoperable and explained why the trunk should be repaired at no additional cost to mePrestige BMW agreed that the trunk should have been repaired when the vehicle was brought in after the accidentPrestige BMW agreed to "look into" why the keys were inoperableCustomer service rep TomTom advised the trunk was repaired and the keys were inoperable and recommended replacing them ($cost)I went to pick up the vehicle and Tom advised the car needed to be jump started as the four ways were left onI returned home and trunk was still not repaired properlyImmediately called Prestige BMW and advised them.Third visit: Trunk was repaired properlyThe key fobs were still inoperableCustomer service rep: TomAt this point, I was introduced to Jeff CiceroJeff agreed that the key fobs should be working and advised to bring in the vehicle for inspection.Fourth visit: Jeff advises the key fobs were inoperable and recommends replacementI pressed Jeff to let me know why the vehicle took minutes to retrieve on my first visit (see above)At this time he advised that the vehicle needed to be jump startedPlease note, Sanrdo told me something drastically differentI was also being sold $3,worth of unnecessary repairs when I went to retrieve my vehicleComparing the dealership's response to actual events, you will find that their response is inaccurateFirst, I first met Jeff after the third visitJeff was not the service advisor at the beginning of this ordealSecond, I did not claim the keys were inoperable after the first visit because I was not told the vehicle was jump startedIt would be impossible for me to claim something that I was not aware ofThird, the key fobs now workThe vehicle was repaired by a service technician that I brought my vehicle to (NOT Prestige BMW) Action items that Prestige BMW should provide responses for:Why did it take three visits to repair the trunk? Why was I lied to as to why my vehicle took minutes to retrieve on the first visit?Why would I trust a dealership that lied to me about as something so simple as a vehicle needing to be jump started?Why did the dealership claim that Jeff was the advisor throughout this entire process?How did your shop foreman miss that the central locking system's fuse needed to be replaced?How did your shop foreman not recognize the car was shorted and the keys and vehicle needed to be reprogrammed? How did the shop foreman miss a simple fix that took less than a day to repair?The dealership is advising that they would "love" to see the repair receiptI would love to show the dealership the vehicle's key fobs are operableI would love the dealership to provide answers to the questions I have providedI would love the dealership to recognize that the wait time I endured is not what I am dissatisfied withI am dissatisfied with the fact that the dealership was trusted with my vehicle and they abused that trust

We apologize for any issues this customer had while dealing with serviceUpon our first appointment in service, our technicians worked on the appropriate needs of the vehicle and did not see any outstanding issues when returning the vehicle to the customerWhen it was brought to our attention that
the customer was still experiencing issues, our Service Manager was happy to get the customer back in the store and offer to fix the issues in question with an added discountSee attached PO with the discount appliedAt Prestige BMW, customer care is most importance to usWe are thankful that we were able to help in servicing this customers vehicle

Complaint: ***
I am rejecting this response because:
1) They break the car and then expect me to still pay for repairs
2) A recall should not cost $
Regards,
*** ***

I am rejecting this response because: The dealership's response is full of inaccuracies and Prestige BMW continues to make false claims. The dealership's response highlights their need to defraud any client of theirs. To be clear on the course of events:January 2014 - vehicle was involved in a rear end collision. The vehicle was repaired by Prestige BMW. The rear bumper and trunk needed repair as there was significant damage. Trunk was not properly repaired.February 2015 - First visit: Vehicle was brought in for oil change service and trunk repair (Diana [redacted] was the client service rep). I was advised trunk repair would be an additional charge. I declined the service. I picked up the vehicle. It took 45 minutes to retrieve the vehicle. I was told by Sanrdo R[redacted] that the "vehicle was parked in the back" and that was the cause for the delay. I received the vehicle and the presets were all gone and the vehicle's clock was set to --:--. Again, only told the vehicle was parked in the back. When I returned home and attempted to lock the vehicle remotely - the key fobs were inoperable.Second visit: Immediately after the first visit, I advised Prestige BMW that the key fobs were inoperable and explained why the trunk should be repaired at no additional cost to me. Prestige BMW agreed that the trunk should have been repaired when the vehicle was brought in after the accident. Prestige BMW agreed to "look into" why the keys were inoperable. Customer service rep Tom. Tom advised the trunk was repaired and the keys were inoperable and recommended replacing them ($400 cost). I went to pick up the vehicle and Tom advised the car needed to be jump started as the four ways were left on. I returned home and trunk was still not repaired properly. Immediately called Prestige BMW and advised them.Third visit: Trunk was repaired properly. The key fobs were still inoperable. Customer service rep: Tom. At this point, I was introduced to Jeff Cicero. Jeff agreed that the key fobs should be working and advised to bring in the vehicle for inspection.Fourth visit: Jeff advises the key fobs were inoperable and recommends replacement. I pressed Jeff to let me know why the vehicle took 45 minutes to retrieve on my first visit (see above). At this time he advised that the vehicle needed to be jump started. Please note, Sanrdo told me something drastically different. I was also being sold $3,500 worth of unnecessary repairs when I went to retrieve my vehicle. Comparing the dealership's response to actual events, you will find that their response is inaccurate. First, I first met Jeff after the third visit. Jeff was not the service advisor at the beginning of this ordeal. Second, I did not claim the keys were inoperable after the first visit because I was not told the vehicle was jump started. It would be impossible for me to claim something that I was not aware of. Third, the key fobs now work. The vehicle was repaired by a service technician that I brought my vehicle to (NOT Prestige BMW).
Action items that Prestige BMW should provide responses for:1. Why did it take three visits to repair the trunk? 2. Why was I lied to as to why my vehicle took 45 minutes to retrieve on the first visit?3. Why would I trust a dealership that lied to me about as something so simple as a vehicle needing to be jump started?4. Why did the dealership claim that Jeff was the advisor throughout this entire process?5. How did your shop foreman miss that the central locking system's fuse needed to be replaced?6. How did your shop foreman not recognize the car was shorted and the keys and vehicle needed to be reprogrammed? How did the shop foreman miss a simple fix that took less than a day to repair?The dealership is advising that they would "love" to see the repair receipt. I would love to show the dealership the vehicle's key fobs are operable. I would love the dealership to provide answers to the questions I have provided. I would love the dealership to recognize that the wait time I endured is not what I am dissatisfied with. I am dissatisfied with the fact that the dealership was trusted with my vehicle and they abused that trust.

Customer service and transparency is extremely important to Prestige BMW. This customer first came to deal with our body shop department in February 22, 2014 when his pre-owned 2002 Vehicle with 78,575 miles required a repair on it's trunk due to a rear end collision. We were happy to assist in...

the repairs, and did not hear back from the customer until a year later on February 24, 2015 when his vehicle was at 84,224 miles. The customer came in for a standard value oil service and mentioned issues he was experiencing with his trunk. During the oil change, our service technician inspected the trunk and suggested a wire repair on the trunk latch which the customer declined and stated this must be due to the collision work done on his car a year prior. After he declined our recommended repair, the wait to pick up the vehicle after his oil change was unfortunately longer then we expected. Our Manager Jeff apologized to him and explained the situation, and how his vehicle was being washed and prepped. He further explained that after the vehicle is serviced we do put the hazards on to alert the car wash that the vehicle is ready to be washed, which caused the vehicle to need a standard boost to it's battery. The customer came back two weeks later on March 12th at 84,323 miles stating that the boost to his 2002 vehicle must have caused issues with his BMW key fabs. Due to the customer coming back into our service department so quickly, our manager made sure to take important care and priority of the situation. He had our Shop Foreman Mike Prodromides personally inspect his vehicle. Mike checked all areas of the vehicle that were involved with receiving a signal from the keys and the locking system of the vehicle. He alerted our manager that the problem with the keys was not internally with the vehicle, but a system issue with the parts (in this case the 13 year old key fabs). Mike determined that everything inside the vehicle functioned as needed, and it was the keys that were the issue and were diagnosed as the failure. He suggested purchasing two new keys at that point. As a form of good will for the customers frustrations, our service department replaced a rear bulb and replaced the trunk wiring that the customer previously declined, free of charge. Our Service department did everything in our power to assist the customer and diagnosed the vehicle parts in the most efficient way possible. The Customer then proceeded to take the vehicle and its keys to an outside source to be inspected and came back to us stating that his “trusted vehicle specialist” reset the vehicle and everything now worked properly. When we asked him what that entailed and to show us a receipt so we would be able to verify if it was in deed something we missed and could assist him with resolving, he responded that it no longer mattered and felt that we lied to him. Unfortunately there was nothing further to do other then suggest the recommendations that our shop Forman diagnosed. If the vehicle was fixed in any other means other then what we suggested we would love to see the receipt and repair order as to apologize further to the customer for his concerns. We can assure you that everything in our service departments power was done to assist this valued customer.

Review: I brought my car to have the passenger seat airbag sensor recall servicing performed. I also requested an oil change. Tires were found to be worn and required replacing. They also provided a complimentary detail on the car. Once received, I drove the car 2 days and then the front driver side light went out. When I brought the car to them for repair there was nothing wrong with the light. When returned within a few days the light was not broken. I no longer go to BMW of Newton because each time I brought the car in there were additional problems afterwards that required repair. I thought Prestige BMW was above the practice of introducing problems in order to collect additional monies from customers. I was wrong. My husband brought the car back but they have insisted they did nothing wrong. However, there was no problem before giving the car to them. To me, their repair somehow compromised the integrity of the light but they are unwilling to accept responsibility.Desired Settlement: As the integrity of the light has been compromised by bring the car to the dealership for repair, they should be the ones to properly replace the light, not request the customer to pay for their mistake (or intentional act of creating a problem that needs repair).

Business

Response:

We apologize for any issues this customer had while dealing with service. Upon our first appointment in service, our technicians worked on the appropriate needs of the vehicle and did not see any outstanding issues when returning the vehicle to the customer. When it was brought to our attention that the customer was still experiencing issues, our Service Manager was happy to get the customer back in the store and offer to fix the issues in question with an added discount. See attached PO with the discount applied. At Prestige BMW, customer care is most importance to us. We are thankful that we were able to help in servicing this customers vehicle.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1) They break the car and then expect me to still pay for repairs.

2) A recall should not cost $4000

Regards,

Review: A couple of months ago I ordered a BMW part, namely a foam insert ($36.12) for my rear bumper that was rear ended. I stored the FedEx box containing the part until I had all the other parts and then I took the car to the body shop to be fixed. The first thing the technician said was: "this foam insert is not long enough". We opened up the package and sure enough it was cut off in half to fit their original box. I had the shop order another one from a local dealership, while I contacted Amazon and Prestige BMW rightfully asking for a refund. Prestige BMW acknowledged that it was a mistake but never followed up with a refund. Later they asked me for a picture of the original package and the vehicle VIN # - which I provided. They also said that I should be receiving the return label for sending back their package with their the "half" foam insert. As of today, I've never received their return label nor the refund. They seem to be dragging their feet while refusing to do the right thing. I would like to ask Revdex.com to help me get the refund I am entitled to. I am holding hope that they will follow up and I haven't given them a bad review, yet. Thank you.Desired Settlement: Refund me the cost of the defective item of $36.12

Business

Response:

Hello Revdex.com, Our Parts Manager processed a credit today of $36.12 for the customer.Regards,Prestige BMW

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.

Regards,

Review: I purchased a certified pre-owned (CPO) vehicle from Prestige on October 7th, 2013. At the delivery, they were unable to locate the second key, but promised a key would be ordered and sent via Fedex. It has been two months and the key has not been sent. I spoke numerous times with the salesperson ([redacted]) and was given a different reason each time for why the key has not yet been sent, from supplier bankruptcy to the secretary lost it. Attempts to talk with [redacted]'s manager were futile as my calls were never answered or returned. I then spoke with [redacted] the week of 11/25/2013 and he said that he would personally look into the matter and that a key would be delivered by the end of the following week (12/06/2013) and that he would check back personally. I called [redacted] and left a message today (12/10/2013) with his secretary.Desired Settlement: I expect a second key as was promised at delivery. I have voicemails from both [redacted] and [redacted] that a key is owed.

Business

Response:

We are so sorry to see that this issue went on longer then it needed to. Once [redacted] was advised of the customer not having recieved the key, he made sure to have it ordered. Out Parts department is waiting on it to come in now. Due to the holiday season, the shipping unfortuntaly is taking longer then expected. As soon as it arrives, [redacted] will personally contact the customer in order to resolve this issue.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this PROPOSED resolution is satisfactory to me. I am not pleased that a date was not provided and will re-open this complaint if a key has not been delivered by 01/22/2014.

Regards,

Review: 1. Zero response from CPO or Dealership manager after a written letter, 5 emails and 5 phone calls...all of which were in response to the dealership's request for more information about the survey that I had filled out. No communication after spending ~$50,000. Great car, terrible follow-up. I even called BMW North America and they could not get the dealership to follow-up with me. It has now been over a month and a half and I still cannot get anyone to call me back! That is unprofessional and rude.

2. The dealership lied or accidentally misrepresented the price of the wheels and tires on my vehicle, thereby enticing me to buy an additional insurance package to protect against the wheels and tires.

3. I was told they was no negotiating on the price of this insurance package. However, I called other dealerships to verify the price of this incremental insurance, and found out that I was overcharged by $1,500. I tried to communicate with the dealership to understand the pricing, but never got a call back, neither from the CPO manager, [redacted], the finance manager, [redacted], or the general manager, [redacted]. As a result, I am now outside of the 30-day window that I had to cancel/renegotiate the policy. The only way to cancel was to call the issuing dealership, and I still have not heard back from them!

4. My certified pre-owned vehicle had a crack in the windshield and dealership was not willing to replace or credit cost of repair.

5. Nobody explained to me the vehicle's features, not even the key safety features or any of the required issues on BMW's own "Driver's Delivery Guide." While the salesperson was pleasant, despite the five hours it took for us to get the vehicle, there was no proactive explanation of the features on the car. As a first time Prestige customer and first time BMW buyer, I would have appreciated more of a sales effort. I didn't know what I didn't know, so how could I have asked?

Thank you.Desired Settlement: 1. A follow-up phone call to discuss the issues outlined in the requested complaint letter

2. A $1,500 credit to the price of the BMW Tire & Wheel protection package

3. A credit to replace to cracked windshield at my local BMW dealership

Business

Response:

Our Pre-Owned Manager has reached out to Mr. [redacted] to appoligize for misscommunications. He has agreed to pay for the requested difference in cost of $1,090. We hope this helps to change Mr. [redacted]s experience from poor to a positive one. We truely appreciate him as a customer and invite him to contact [redacted] if he has any furthur concerns.

Consumer

Response:

[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.]

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

Thank you for your help in resolving this matter.

Review: MY CAR WAS IN FOR SEVICE, THE TECHNICIAN FAILED TO TELL US ABOUT THE ALIGNMENT. MY FRONT LEFT TIRE BLEW OUT DUE TO IT ON SEPTEMBER 3, 2013, FOLLOWING THE SERVICE. DEALER REFUSED TO HONOR MY ROAD HAZARD WARRANTY DESPITE THEIR SERVICE FAILURE WHICH WAS ACKNOWLEDGED BY THE TECHNICIAN IN FRONT OF THE SERVICE REP. DEALER ATTEMPTED TO CHARGE ME FOR ADDITIONAL SERVICES. I HAD TO PAY $488.32 TO REPLACE THE TIRE (WHICH I HAD NO CHOICE) DESPITE THE SAME DEALERSHIP SOLD ME A TIRE WARRANTY FOR OVER $1,600 WHEN I PURCHASED THE CAR. THE DEALERSHIP ALSO LATER CHARGED ME ALSO FOR THE ALIGNMENT ANOTHER $265.00!!!!Desired Settlement: I WOULD LIKE A REFUND OF $488.32 TO MY CREDIT CARD FOR THE FAILURE TO HONOR MY ROAD HAZARD DUE TO THEIR NEGLIGENCE.

Business

Response:

At Prestige BMW our customer’s safety and satisfaction is extremely important to us. Our advisors and technicians are trained with that in mind, however they can only

recommend services and work with insurance companies when attempting to repair vehicles.

[redacted] was in for Service on Sept. 3rd. It clearly states in the RO given to the customer (see copy attached) that services done were: MOUNT AND BALANCED NEW LEFT FRONT TIRE. While Services RECOMMEND were: NEW RIGHT FRONT TIRE,RIGHT REAR TIRE AND ALIGNMENT. It also clearly states in the RO given to the customer

on Sept 3rd that, “CUSTOMER DECLINED SERVICES” that were recommended by the advisor. The customer then came back in on September 7th, and as per the RO attached from that date, the customer then experienced tire issues due to not having approved recommend services from the prior service appointment. Unfortunately there was nothing else the advisor could have done to prevent the issues with the clients tires, since the recommended services were declined.

As per the Insurance not being covered. Please view the attached email from the claim submitted on the customers behalf. While the advisor attempted to work with the insurance company to cover the tire, the claim adjuster informed that “The contract requires a minimum of 2/32” tread remaining at the lowest point of a tire to be

eligible for coverage, and as this one is worn below that on both shoulders, the contract will be unable to assist with this claim.”

Although we apologize for any inconvenience the customer has experience, we do not believe there was any form of negligence on our part.

Consumer

Response:

Review: [redacted]

I am rejecting this response because, it is an absolute lie. I came into Prestige due to a blown out tire due to their negligence. It turned out that their failure to highlight the bad alignment, was due to negligence, in a service back in June 2013. They spent the following days trying to resolve things with me, and settle it (SEE ATTACHED PDF OF OUR EMAIL.) I did NOT reject the repairs, I gave them time to come up with a solution, as noted in the attached email.

If this matter is not immediately resolved, I will take the matter to social media and contact the [redacted]. We have coupled negligence now with fraud, plus endangerment.

I also have emails and texts from [redacted] validating that Prestige made mistakes and that Mr. [redacted] was attempting to rectify the situation. Me giving them time to try to "fix" their mistake is NOT being dismissive of advice...THEY ARE LIARS!!!! WHY THE HELL DID I GO IN THERE, THE TIRE BLEW OUT DUE TO THEIR NEGLIGENCE FROM JUNE...IT IS NOTED IN THE JUNE RO THAT THE TECH DID NOT!!! INFORM US OF THE NEED FOR AN ALIGNMENT.

Regards,

Review: Prestige sent us a check due to over payment for the car we purchased. We misplaced the check and contacted them about a replacement. Thus far I have called at least 5 times, even leaving a message with someone in the accounting office. Today was the last straw. I spoke with [redacted] a financing manager today who told me he would email the the accounting department. I asked that he take my email and cc me on the note but I did not receive any correspondence.Desired Settlement: I just want them to resend me the check the account is under my husband's name [redacted] and the check was for $130 some odd dollars.

Business

Response:

Thank you so much for bringing this to our attention. We apologize that the matter was not followed up correctly, but we assure you that you will be receiving a call back from our General Manager [redacted] today. We will make sure your check is sent our from our accounting office as soon as possible. Should it's expected delivery be later then the end of this week, we will be sure to let you know.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It in now the following Tuesday after the week they said I should have received my check. Still no check and they did not contact me as promised.

Regards,

Review: My vehicle was involved in an auto accident in 1/2014. I had the repairs performed at Prestige BMW. Prior to the repair, the trunk was functioning properly and after it was not. I brought my vehicle in to BMW for an oil change and trunk repair (which was not properly repaired on the initial visit). After the oil change, I went to pick up my vehicle. It took longer than usual to retrieve the vehicle. I was advised that it was "parked in the back" and that was the reason for the delay. After receiving my car, the remote locking system did not work (it worked prior to dropping the vehicle off). BMW agreed to repair the trunk without additional charges as they recognized it should have been properly repaired after the accident. I brought my vehicle back to Prestige and Prestige advised the trunk was repaired and that the keys were inoperable. I contested the fact that the keys were inoperable and something was done to the vehicle to make them inoperable (please note, again, they worked prior to dropping the vehicle off). BMW tried to sell me two new keys (price of $400). I had to bring the vehicle back as the trunk was still not operating correctly. It took a total three visits to repair the trunk. At this point, I pressed Prestige to figure out what they did to the vehicle to make the keys inoperable. The advised they looked into why the keys were not working and still advised they were inoperable and I should purchase new ones. I pressed them to tell me why my vehicle took so long to retrieve on my initial visit and they advised the car needed to be jumped as they drained the battery. I do not know why I was lied to. It leads me to believe they have lied to me before (including how they damaged my vehicle to the point that the keys became inoperable). I brought my vehicle to a trusted vehicle specialist and he repaired the car and the keys now work. This is in stark contrast to BMW's claims and I believe they committed fraud and attempt take advantage of a customer.Desired Settlement: I would like Prestige BMW to refund me for the cost of all services rendered at Prestige BMW on my vehicle. This does not include repairs such as: oil changes and windshield wipers replacement but does includes all other repairs.

Business

Response:

Customer service and transparency is extremely important to Prestige BMW. This customer first came to deal with our body shop department in February 22, 2014 when his pre-owned 2002 Vehicle with 78,575 miles required a repair on it's trunk due to a rear end collision. We were happy to assist in the repairs, and did not hear back from the customer until a year later on February 24, 2015 when his vehicle was at 84,224 miles. The customer came in for a standard value oil service and mentioned issues he was experiencing with his trunk. During the oil change, our service technician inspected the trunk and suggested a wire repair on the trunk latch which the customer declined and stated this must be due to the collision work done on his car a year prior. After he declined our recommended repair, the wait to pick up the vehicle after his oil change was unfortunately longer then we expected. Our Manager Jeff apologized to him and explained the situation, and how his vehicle was being washed and prepped. He further explained that after the vehicle is serviced we do put the hazards on to alert the car wash that the vehicle is ready to be washed, which caused the vehicle to need a standard boost to it's battery. The customer came back two weeks later on March 12th at 84,323 miles stating that the boost to his 2002 vehicle must have caused issues with his BMW key fabs. Due to the customer coming back into our service department so quickly, our manager made sure to take important care and priority of the situation. He had our Shop Foreman Mike Prodromides personally inspect his vehicle. Mike checked all areas of the vehicle that were involved with receiving a signal from the keys and the locking system of the vehicle. He alerted our manager that the problem with the keys was not internally with the vehicle, but a system issue with the parts (in this case the 13 year old key fabs). Mike determined that everything inside the vehicle functioned as needed, and it was the keys that were the issue and were diagnosed as the failure. He suggested purchasing two new keys at that point. As a form of good will for the customers frustrations, our service department replaced a rear bulb and replaced the trunk wiring that the customer previously declined, free of charge. Our Service department did everything in our power to assist the customer and diagnosed the vehicle parts in the most efficient way possible. The Customer then proceeded to take the vehicle and its keys to an outside source to be inspected and came back to us stating that his “trusted vehicle specialist” reset the vehicle and everything now worked properly. When we asked him what that entailed and to show us a receipt so we would be able to verify if it was in deed something we missed and could assist him with resolving, he responded that it no longer mattered and felt that we lied to him. Unfortunately there was nothing further to do other then suggest the recommendations that our shop Forman diagnosed. If the vehicle was fixed in any other means other then what we suggested we would love to see the receipt and repair order as to apologize further to the customer for his concerns. We can assure you that everything in our service departments power was done to assist this valued customer.

Consumer

Response:

I am rejecting this response because: The dealership's response is full of inaccuracies and Prestige BMW continues to make false claims. The dealership's response highlights their need to defraud any client of theirs. To be clear on the course of events:January 2014 - vehicle was involved in a rear end collision. The vehicle was repaired by Prestige BMW. The rear bumper and trunk needed repair as there was significant damage. Trunk was not properly repaired.February 2015 - First visit: Vehicle was brought in for oil change service and trunk repair (Diana [redacted] was the client service rep). I was advised trunk repair would be an additional charge. I declined the service. I picked up the vehicle. It took 45 minutes to retrieve the vehicle. I was told by Sanrdo R[redacted] that the "vehicle was parked in the back" and that was the cause for the delay. I received the vehicle and the presets were all gone and the vehicle's clock was set to --:--. Again, only told the vehicle was parked in the back. When I returned home and attempted to lock the vehicle remotely - the key fobs were inoperable.Second visit: Immediately after the first visit, I advised Prestige BMW that the key fobs were inoperable and explained why the trunk should be repaired at no additional cost to me. Prestige BMW agreed that the trunk should have been repaired when the vehicle was brought in after the accident. Prestige BMW agreed to "look into" why the keys were inoperable. Customer service rep Tom. Tom advised the trunk was repaired and the keys were inoperable and recommended replacing them ($400 cost). I went to pick up the vehicle and Tom advised the car needed to be jump started as the four ways were left on. I returned home and trunk was still not repaired properly. Immediately called Prestige BMW and advised them.Third visit: Trunk was repaired properly. The key fobs were still inoperable. Customer service rep: Tom. At this point, I was introduced to Jeff Cicero. Jeff agreed that the key fobs should be working and advised to bring in the vehicle for inspection.Fourth visit: Jeff advises the key fobs were inoperable and recommends replacement. I pressed Jeff to let me know why the vehicle took 45 minutes to retrieve on my first visit (see above). At this time he advised that the vehicle needed to be jump started. Please note, Sanrdo told me something drastically different. I was also being sold $3,500 worth of unnecessary repairs when I went to retrieve my vehicle. Comparing the dealership's response to actual events, you will find that their response is inaccurate. First, I first met Jeff after the third visit. Jeff was not the service advisor at the beginning of this ordeal. Second, I did not claim the keys were inoperable after the first visit because I was not told the vehicle was jump started. It would be impossible for me to claim something that I was not aware of. Third, the key fobs now work. The vehicle was repaired by a service technician that I brought my vehicle to (NOT Prestige BMW).

Action items that Prestige BMW should provide responses for:1. Why did it take three visits to repair the trunk? 2. Why was I lied to as to why my vehicle took 45 minutes to retrieve on the first visit?3. Why would I trust a dealership that lied to me about as something so simple as a vehicle needing to be jump started?4. Why did the dealership claim that Jeff was the advisor throughout this entire process?5. How did your shop foreman miss that the central locking system's fuse needed to be replaced?6. How did your shop foreman not recognize the car was shorted and the keys and vehicle needed to be reprogrammed? How did the shop foreman miss a simple fix that took less than a day to repair?The dealership is advising that they would "love" to see the repair receipt. I would love to show the dealership the vehicle's key fobs are operable. I would love the dealership to provide answers to the questions I have provided. I would love the dealership to recognize that the wait time I endured is not what I am dissatisfied with. I am dissatisfied with the fact that the dealership was trusted with my vehicle and they abused that trust.

Review: My car is leased with BMW and is 2 years old. I was instructed by BMW to allow them to put nitrogen air in my tires they also changed the caps on my valves with this service. My car was in by them in March for regular service. I was told that the valve on the front drivers side was broken and that the company who put the winter tires must have done this. 2 weeks ago I brought my car to that company to have them switch the winter tires to the regular tires. At that time I told the manager what BMW told me, he inspected all 4 valves and showed me that all the caps were cracked which cause the corrosion and rot in the valves, I allowed him to replace the 1 valve at a cost to me of $80.00 and immediately called BMW and spoke to the service manager. We made an appointment for today June 3 2014. I arrived at 7AM was met by my service representative who told me ther was nothing BMW would do to correct or repair the problem, he further told me that the caps they put on my car are more for warm weather states and not cold weather and since we had a bad winter things like this are going to happen. So I said your telling me that BMW replaced my original caps with inferior caps that are not acceptable for this region of the country and now that this has caused damage to the car you don't want to repair it at your cost and he said yes. So I said there was no reason for me to stay and I will handle this in another manor and he said fine go.Desired Settlement: I wantthe valves replaced and the proper caps put on and I want to be refunded for the cost to replace the one valve.

Business

Response:

Our Service Manager [redacted] has reached out to the customer with his deepest apologizes for any issues that arose while they were in for service. He has offered to have a senior technician look at the values and do what ever is needed service wise to take care of them for the customer. We apologize for the inconvenience this may have caused the customer, and thank them for allowing us to do what is needed to resolve the situation.

Consumer

Response:

I have reviewed the response and spoke with [redacted] the other evening. while I will accept this response I still take exception of the way in which I was treated by this company.

Regards,

Review: Cancelled a tire/wheel warranty back on 6/10/15. Paperwork states refund should have been processed within 30 days. It's now 10 weeks. Still have not received a check for $1095 as I have been due. Phone calls do not get returned. Emails do not get returned.Desired Settlement: Refund in the amount of $1095

Business

Response:

Hello Revdex.com,Our Sales Manager has contacted the client directly as of 8/26/2015. The check was sent and the client is expected to receive the check today via mail.