Ray Catena BMW of Westchester

Review: We purchased a used car 09/BMW X5 4.8i on June **, 2015. We had a collision at parking on July *, 2015 and caused damage on the front end panel. So we sent to BMW of Westchester for repair on August *, 2015. The collision was not serious and damage was basically scratch on front panel. This was evidenced by the fact that we had been driving the car for a month without any problem from the date of collision to the date we sent for repair. We wanted to repair the cratch and have the fender replaced. However, Mr. Seth W[redacted], the service adviser insisted we must replace the front bumper as well. We insisted not to replace the bumper, but Mr. Seth W[redacted] kind of threatended that the car would be returned to us from bodyshop as it is if we did not agree to replace the bumper. We were indeed forced to replace the bumper. This repair cost us $6,047.48 out of our own pocket. The strange thing was: After we got back our car, smoke came out of rear exhaust everytme starting the car. The car was basically not drivable. We had to sell back our car to 21st Century Auto Group from whom we boght the car. We suffered loss of more than $8,500 at selling back.

Prior to the repair of Aug *, we had another repair on July ** by BMW of Westchester which cost us $3,512.77. During the repair, BMW of Westchester did a thorough check including New York Inspection. No problem was found except the above-said collision on front end panel.5Desired Settlement: 1. BMW of Westchester must be responsible for the smoking problem out of rear exhaust as this happened after the repair. The car was not drivable and we had to sell back at loss of $8,500. BMW of Westchester must compensate us on the total loss.

2. For the repair with invoice dated 08/**/2015, they forced us to replace the front bumper, we request a refund of 50% of the cost ($6,047.48) we paid.

Business

Response:

The business has responded. Please see below:On August [redacted], [redacted] received an estimate to have the front end of his vehicle as per his request. He received the estimate via email and did express that it was "extremely expensive". We explained to [redacted] that we use an outside vendor for bodywork. [redacted] wanted to change the estimate that the body shop provided and we explained to him that we could not do that. We even offered to have the car released back to him at no charge if he was not comfortable authorizing the repair as no work had begun at that time. It was after that email that [redacted] replied to us authorizing the full repair. (Email thread could be provided if needed). [redacted] was in no way forced to have the vehicle repaired as he did have options and as per his own admission states that the car was drivable.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] We did receive the estimate but insisted to replace the fender and paint the front end scratch ONLY as the car was drivable. But Seth W[redacted] said they would not repair the car if we did not agree to replace the bumper. So we were forced to agree to have full repair. Most impportant, as I had written in my compaint, after full repair which cost us $6,047.48, everytime the vehicle being started up, smoke came out of rear exhaust. We returned the vehicle to BMW of Westchester, Seth W[redacted] asked us to pay another $10,000 to repair the smoking problem. We refused and had to tow the car from BMW of Westchester to the original dealer at our own cost and sold back the car at a loss of more than $8,500. To summarize, the full repair that BMW of Westchester insisted made the drivable car become undrivable and caused us further loss of more than $8,500 at sell-back. The sell back loss does not include any cost relating to my time spent on the related matters and traffic costof my family when the car was under repair.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The final response from the business is below:The customer was given the option to pick up his vehicle and take it to any shop of their choosing as work had not been started. It was his decision to have the work done at our dealer as clearly stated in his email. As far as the smoke, we have stated before that the bodywork has nothing to do with the internal engine problem he is experiencing. Sincerely, Michael S[redacted]BMW of WestchesterMINI of Westchester[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Already stated in previous aswers. BMW of Westchester must be responsible for the smoke resulted from the forced replacement of bumper which made the vehicle undrivabke.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My vehicle has been at BMW of Westchester for 3.5 weeks, took them 1.5 weeks to diagnosis my vehicle's problem, fixed " the problem" , picked up my vehicle and brought my vehicle back to the service center less than 24 hours later with the same problem reading on the system that I initially brought it in for. I paid them $1200 for a part (not covered by my extended warranty) that more than likely did not need to be changed or repaired and again returned to the service center less than 24 hours after paying $1200. Then it took them 1.5 weeks to tell me further what was wrong with the vehicle. On 6/** they called my extended warranty with a claim of approximately $17000, adjuster from my extended warranty went to the service center to do their inspection and the extended warranty requested they prove and exhibit the need for repair of what BMW was claiming that need to be repaired/replaced. Essentially, my extended warranty would not approve the claim because BMW failed to prove to them that $17,000 repair/replacement of parts was indeed necessary. BMW wanted me to be responsible for a total of $6000 of diagnosis and take down of the engine, so they can take down the engine further at the request of the extended warranty. My argument with them was if indeed the parts needed to be replacement why do they have a problem of proving it to the warranty and why would I need to be responsible for $6000 if indeed all the parts on the estimated invoice needed to be changed. BMW of Westchester refused to follow through with the extended warranty request, without me giving them the ok that if the extended warranty declined the claim ( because of the parts not needing to be replaced/repaired), that I would be responsible for the diagnosis and take down. I was then told today 7/*, by the BMW service " too come pick up my vehicle, because they were no longer willing to deal with my extended warranty". I now have to go pick up my vehicle after 3.5 weeks of being at the service center and nothing was done, except for taking down .08 of the engine. ( as witnessed by my extended warranty adjuster/inspector). I am now taking a chance by picking up my vehicle with further damage that may have been caused by BMW service center and I now have to bring it too another BMW dealer and ultimately try and fix the initial problem, because BMW of Westchester has refused to help me any longer, unless I gave them the ok of $6000 to diagnosis and take down the vehicle engine.

Again like I mentioned to them multiple times, that if indeed the parts needed to be replaced or repaired , then my extended warranty would cover "said problem", but they needed to prove the problem(s) to the extended warranty. Ultimately, they refused to prove the need for $17,000 invoice to the extended warranty and [redacted](me).

I have been frustrated and upset with BMW of Westchester since I had to return my vehicle after 24 hours of the initial service.Desired Settlement: Refund of my $1200 that was paid the first time I brought my vehicle there, and less than 24 hours later, I needed to bring my vehicle to BMW of Westchester to try and solve the problem, again. Because the Vehicle computer was signaling the same problem from when I first brought it there. I believe the $1200 "repair" was not necessary, as the problem ultimately was not fixed. I fear that my vehicle will be more damaged than when I initially brought it there, because they did not know what the problem was and are still not 100% sure of the "Said problem". This BMW dealer is a nightmare and are very difficult to trust.

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 and the matter has been resolved.

They will be mailing me a check within the next "3weeks" refunding me the $1200. But I took my car back after they had it for 3.5 weeks and did nothing to repair the initial problem. The suspected parts needed to be changed with an invoice of close to $17000, but would not guarantee this would solve my vehicles problem.

Sincerely,