Initial Business Response /* (1000, 5, 2016/01/06) */
Good afternoon & thank you for the opportunity to provide the correct facts of this situation. The client's statement that he brought the car to us on Nov 21st, 2015 is categorically false. Please see the attached repair order showing that his...
BMW was in fact checked in on Nov 12th 2015. He did not leave with his BMW until Dec 18th more than a month later.
This was the first visit for this car with this client. Client discussed having worked on the car himself or through 3rd parties for issues none were able to remedy thus towing it into our shop. At the time of initial diagnosis we advised the client not to fix this car due to the age, mileage & conditions including standing water in the trunk well (as noted on attached) with likely damage to unknown amounts of wiring, computers etc. We advised client that the repairs the car may likely need, based of initial exam & known history of this model could likely quickly exceed the value of the car.
The client stated against our advice that he wanted us to proceed with repairs noted. We were not asked to go into all of the issues on the car, nor would we without the client's approval, we only worked on the issue noted & approved.
Throughout the repair process the client continually asked for free work, discounts etc. As you will see in the attachments, we provided significant discounts off the repairs for him wherever possible. When the car was completed the client wanted to be allowed to leave with the vehicle without paying for the repairs. We stated payment must be in full. Client then wanted to take the car & make payments, none of which was discussed prior to his authorizations of work. Payment is due when vehicle service is completed. The client's car ended up being here over a month including weeks past when it was completed, which was not approved & against policy as we do not store cars.
Normally in this situation a car with unpaid repair bill left here for weeks would be impounded offsite with additional fees accruing but we continued to extend goodwill with this client. In fact after a month with holidays & year end approaching, when he stated he still did not have any way to come up with the remaining funds to pay for the repairs, instead of exercising our right to have a sheriff's sale on the vehicle to recover our lost repairs we extended additional goodwill allowing the client to take his vehicle without final payment. Reducing his total expense due yet again.
After picking up his BMW the customer noted a check engine light was still on, we reiterated noting that the car had additional issues we were not authorized to delve into & explained the light is an indicator for numerous systems within his BMW driveline, numerous faulty items can cause these warnings. We were only authorized to fix the current stalling issue it was towed in for & findings of that situation at that time.
The customer then in fact drove his car back into our service lane & abandoned it there, leaving it blocking other cars walking away refusing to check it in. Calling from another location to discuss the concern but refusing to check his car in properly or move it out of the way. He left his car this way for the entire day even after asking for his cooperation.
In further goodwill to the client we had a technician further diagnose his BMW, at no charge to for the current check engine light, noting the issue with oil leak down & likely catalytic converter issues triggering the light. Which is a known issue on a BMW of this age & mileage. When the client finally agreed to return to retrieve his abandoned car, we shared this information with him, showing him the repair cost info & once again advising him not to repair it, that the repairs were exceeding the value of the car as noted prior. The client thanked us for the additional free work we had done in further diagnosing & departed with his car.
Prior to the car arriving on Nov 12th we had not seen this BMW since 2012 with a prior owner. We do not know what other issues it had present at tow in or intermittent issues as we have not maintained this car. Client notes other parties were working on this car. We do not know if prior repairs were done correctly nor if it has been maintained properly.
While we truly feel for the client's situation on this car it unfortunately does not equate to us further fixing the car for free nor extending any further discounts due to the facts above & due to the circumstances with this customers actions once the car was completed. Our gracious goodwill efforts were clearly not met with any appreciation unfortunately.
We warranty our repairs & double checked our work when his car was back finding no fault of ours. Please note the additional known, as well as possible other unknown issues, this clients car has are his full responsibility to cure respectfully.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Appreciate the time this business took to reply however below are the following in the response that they failed to address:
1.Car was in fact diagnosed by another prior to being towed in, not worked on as stated(proof upon request)
2.As stated in response at initial diagnose I/Client was advised car repair would exceed cost of repairs found(have not been provided with initial diagnosis that list and determined total cost of repairs that they stated.
3.I/Client approved repairs against shops advising not to repairs. Again what repairs were those? I don't have itemized statement of those repairs. Where is the initial and following list of authorized
4.Check engine light was not on when initially brought in. And if car was repaired why wasn't it address during the repairs that were said to be completed. Or was this something that occurred during or after working on car?
5.Finally, the check engine light was not dealt with and now after return with 15 minutes of picking up car after being called saying repairs were complete and car was ready...that now the check engine light is due to catalytic converter issues? Doesn't seem like they are for sure. Why wasn't it addressed initially? Was car actually hooked up to a computer to see what they issues were? And if bit was why wasn't it reported in writing to client?
The warranty of their work is questionable and the statement of double checking of our work make me wonder if its due to missed repairs or inadequate work.
I want a partial refund or a repair resolution to this matter. and I am not satisfied with this business attempt to jade the fact that the car was jot returned in satisfactory matter thank you for your time,
On September 13, 2016 Mr. [redacted] brought his vehicle; 2007 x3 @ 121608 miles in for a complaint of “When turning left or right around tight corners in parking lots. Clunking noise present from front of vehicle. Also when driving binding or hesitation is present from vehicle. We performed...
diagnosis on the vehicle and found faults in the system pertaining to VTG/transfer case. Per BMW guidelines we ran a series of check on the vehicle to narrow down contributing factors that could contribute to a transfer case issue. We checked the fluid level, it was full. We checked the suspension components and differential and found all components were in good condition. Based on the history of that model, the age of the vehicle we determined that there was a failure occurring with the transfer case and recommended to replace the transfer case as a whole. There are options to replace the transfer case actuator – however that part has a significant cost and more often than not – after that component is replaced the transfer case ends up being replaced on top of that.The Transfer case actuator cost to replace with part retails at $1914.95. To spend that and find after the fact you need to spend $4000.00 plus on the transfer case has led to many very difficult conversations in days past. Seeing that history has proved the transfer case failure rate is high and the signs from the data the vehicle has shown indicate the transfer case is failing we estimate the transfer case solely. At the time our advisor was working with Mr. [redacted] the only option he was aware of was to replace the transfer case. No discussions had been had with the technician about replacing the transfer case actuator. There was no malice on the part of the advisor what so ever. Mr. [redacted] took our information, declined to have any repairs made at our facility and picked up his vehicle. Shortly after leaving our facility, Mr. [redacted] brought our diagnosis and his vehicle to a independent shop. The vehicle there was seen for the same concern. At that time the company offered to pull out the transfer case actuator and repair the actuator for Mr. [redacted] at a reduced cost – unsure of the final charge but we believe it to be less than $1000.00. Vehicle drove fine for Mr. [redacted] until December. In December Mr. [redacted] brought his vehicle back to Motorwerks BMW for a warning light that illuminated. 4x4 warning light troubles turning at low speeds and a vibration sensation as that shops repair had failed as was expected if only that was done. Our team revisited the vehicle the vehicle had VTG faults stored again. The technician while working on the vehicle found a newly released bulletin that allows dealers to remove the transfer case actuator and repair the gears on the on actuator through a repair kit. We sold the project to Mr. [redacted] – performed the repairs to the actuator and released the vehicle. At the time of the first visit – this bulletin was not found nor known by our technician – we may have missed that. But I say with great certainty that there was never any malice toward Mr. [redacted] in providing information to him on how to properly fix his concern. To date I still stand behind the recommendation to replace the transfer case – it is the repair the vehicle needs. Weather he services it here or at an independent non certified dealer, he will need to have the transfer case replaced in our experience. Regards,David [redacted]Service ManagerMotorwerks BMW We will be assisting Mr. [redacted] in the repairs to his seat heater. That was communicated to Mr. [redacted] before this was published. He will be at the dealership on January 12, 2017 to have that fixed.
I am rejecting this response because:
The information provided to me was inaccurate, the transfer case was and still is working fine, the diagnosis went from transfer case to actuator motor. I was not provided any documentation on what was communicated by the technicians for repairs even though I requested it multiple times.the reason I believe that Motowerks is solely focused on the costly repairs is that when I brought up my seat heater malfunction they did not address it telling me that BMW does not address those concerns. Only after my complaints did the bring it up and that too at a significant cost to myself. There is no concern as to why the seat heater burnt a hole through the cushion as well as my pants. They are not concerned about the customers safety rather it seems they are just a parts replacement shop.
Revdex.com NOTE: It appears that Motorwerks responded to this promptly upon receipt, but e-mail and accompanying documents did not initially reach Revdex.com. Business re-sent response successfully, including attached PDF of accompanying docs.In response, Motorwerks provided copies of e-mails sent to customer on...
2/13 and 2/14, explaining that the dealership has submitted paperwork to 'Fast Track' the customer's title at its own expense, and will not be buying his vehicle back, as the customer requests.E-mails read as follows: SENT 2/13/18......Hi [redacted]We understand your frustration. This issue has been the sole result of the new license and registration system (MNLARS) that went live in the whole state of Minnesota two days after you bought your vehicle. All the normal transactions that we used to be able to do quickly were either slowed down or not available to us at all----which was not made known to us before the system went live.This new system caused great delays in getting your vehicle registered and also getting the title printed---so we were not able to follow the timelines of the MN statutes due to the state’s own admittance to these issues—so these timelines for registration and submitting documents are extremely subjective due to the specific issues each title is facing. (the title for your other vehicle might not have had any issues and also we found out the state was picking and choosing which titles to process and not necessarily going in order of date--- We have some customers that purchased in the summer and are still waiting on titles while we have other customers that bought in December and received their title already in January----the state has already gotten in trouble for doing this.Your vehicle has already been registered to your name since 10/13/17….so we cannot stop the transfer…it has already happened. The issue is not registration----the issue is getting the rest of your documents cleared with the state so they can get your title printed.We were told by our local DMV that we had to wait for a letter from the state of MN before we could send in the rest of your documents in to clear----and we still haven’t received that letter to this day. However---I had just found out in the last week that this process has changed and that we can now send in missing documents without waiting for the state to update their records first. Since I have found this out---I have been working on clearing many other titles as well and I just hadn’t gotten to yours yet. But I will be putting your “title clearing” to the top of the pile.I also have just found out that under “extra-ordinary” circumstances that the state “might” allow a title to be “fast tracked” under the new “MNLARS” system-----for example---leaving the country.However I cannot fast track this title through our local DMV…..we are forced to send it directly to the state of MN.So since I have to order checks to pay for the clearing and fast tracking---the earliest I will be able to send your documents to the state of MN will be this Thursday 02/15/18……and then hopefully the state will approve the “fast track” and clear your title within the next couple of weeks….but there is no guarantee that they will approve it….all we can do is send it and apply for the fast track and the rest is up to the state of MN…..so we have no actual control as to when they will process it. From: [redacted],Cathy Sent: Wednesday, February 14, 2018 12:26 PMTo: ? ? <[redacted]>Cc: [redacted],Matt <M[redacted]@penskeautomotive.com>Subject: COPY OF WHAT SENDING TO STATE OF MN Hi [redacted]I attached some of the documents that I will be sending to clear your title. I can't show you all of them due to previous owner privacy...but I have included the following:1) FEDEX LABEL that has tracking number of when the state will receive the paperwork--(the state should be receiving your paperwork on Thursday, FEB 15th---but it's hard to know when they will process it)2) copy of the application to "EXPEDITE" your title clearing process3) copy of the checks used to pay for the clearing and the expediting fee I sent the proper documents along with the items listed above to clear your title so the state can print it and send it to you. THANK YOU,CATHY [redacted]TITLE CLERKMOTORWERKS BMW/MINI###-###-####
Good afternoon, we appreciate the opportunity to provide the true & relevant facts on this case as follows. Mr. [redacted]'s BMW is an older 2008 model with over 100,000 miles on it. The issues that its seeing, the service history expense that it has had it not unusual for a vehicle...
of this type over 100,000 mile. When Mr. [redacted]'s BMW was in our care to estimate the cause of an oil leak spot on his garage floor we took photos, see attached please, as we advised him that there was significant oil or fluids leaking on his vehicle. So much so it was so dirty at that time it was not possible to determine where the oil leak, or leaks as they maybe, were coming from. In discussions with Mr. [redacted], instead of guessing on what might be leaking, we suggested that he allowed us to pressure wash the engine & trans area first to get it clean. Then have him come back after putting some miles on it so that we could look to see where in fact an actual leak was coming from on the cleaned engine in order to provide him with an accurate diagnosis. Mr. [redacted] agreed with our ethical suggestion & we cleaned the engine components, discussed him coming back in 500 - 1,000 miles so that the now cleaned engine would easier to see where or what is leaking. Instead Mr. [redacted] took it to another shop, which then as expected would happen after it was cleaned & driven as we suggested, saw an oil leak that we also would have seen had we had the opportunity to complete the diagnosis process that we had discussed at our shop. We are happy that our efforts to clean the engine & have him drive it did produce the results that we discussed with him. Our service manager called Mr. [redacted] to discuss his concerns one on one, offered to have him bring his vehicle in, stay with his vehicle the entire time while we brought it into our shop so that we could show him first hand of our findings on the CV boot. He explained we stand behind our BMW certified technicians findings, which were verified by our shop foreman as well the day his car was here. That we would happy to show him the issue in person. Mr.[redacted] unfortunately though was argumentative to the point where it was not possible to continue the conversation as the client refused to listen or accept our offer to stand behind our findings, to show him in person what we were quoting, what we had reported to him. He stated his car was at an independent shop & he would not cooperate in a civil conversation effort. Mr. [redacted]'s contentions that we mislead him on the upper CV boot have proven to be caused by an incorrect, incomplete inspection by his independent aftermarket shop he refers as reputable. Out of concern our service manager called the manager of that independent shop to discuss this clients accusations & talked with him about our findings on the CV boot as it posed a safety issue for this client. Asked him to personally go out to the car with his technician & look exactly where we had, where he would find the torn CV boot, void of all grease in fact as we had advised this client of 100% correctly. That manager did so & called us back to apologize that his technician, the shop Mr. [redacted] trusted instead of a certified BMW mechanic, had in fact completely missed in his inspection. The aftermarket shop not only failed to find the torn & damaged component that we correctly identified as safety issue but also gave the customer false information creating the majority of his discontent as they told him they looked it, they incorrectly told him it was not torn. Their shop was fraudulent in their business practices at worst case causing this customer to be so upset, not competent to examine the CV boot issue at best. This aftermarket shop manager, after being told by our reputable business where to find the failure 100% verified that our findings were spot on. In fact the boot had leaked out all the axle grease as we stated & needed the axle replaced once they were in there working on it with the boot off to see all of the damage it had sustained. This was a safety issue had it come apart while driving that our shop quoted & their shop denied existed initially until informed by our shop where to look, how to find it. The aftermarket shop has apologized to us for their part in this situation as their error or unskilled tech provided information to this client which was categorically false. Their false statements could have caused a serious concern had we not called them out of concern for this customers safety to help them correctly identify the safety issue to keep this customer from a serious issue had he believed them on their initial incorrect statements. Our store has credited back the diagnostic fee on the recent visit per Mr. [redacted]'s request as a goodwill gesture to him even though our diagnosis on all was 100% correct which we will stand by every day with our factory trained certified technicians providing honest, ethical & true diagnosis. We appreciate the opportunity to provide the true facts in this case, thank you for your consideration & wish Mr. [redacted] all the best with his choice of automotive repair shops. ~~~~~~~~~~~~~~~~~~~~~ Sincerely, Ursula CSI Leader Motorwerks BMW
Response received via e-mail to Revdex.com: Good morning, thank you for the opportunity to provide the true facts in this situation. Unfortunately what the client [redacted] is stating does not match our records. It is unfortunate that she has taken this stance & has also put...
herself now in a situation where BMW may start the repossession process on this BMW as she has failed to complete her part of the transaction. Her salesman & our finance rep both talked with her about the options between Wings & BMW Financial Services. They showed her that with the benefits she was better off to finance with BMW Financial Services, which she fully agreed to at the time. In fact signing the documents agreeing to finance with BMW Financial Services with her full authorization signatures . Her statement that Tom was going to "call the bank & set up the financing" after she left with the car are categorically false. No vehicle leaves unless the loan process is first fully completed. This is widely known in the industry that a client is not given a vehicle while the dealership "calls" a financial institution after the fact. Facts are the client must always complete the loan documents first before possession occurs. What she is saying does not make sense, is not what was agreed up & is not legal for us (or any dealership to do). A bank cannot grant financing on anything based on a phone call from the rep as she claims. She would not have been given the car. All banks require all of their specific documents to be processed, to be signed for by the client & complete prior to clients receipt of any vehicle or product. Please see the attached documents that prove this client has failed to follow through on her purchase obligations & as well shows that we promptly did exactly as was discussed which refutes her false claims. Client called on a Monday, the situation was discussed in the afternoon that she had since decided to change to Wings, yes claiming that is what she wanted originally but her signatures on the other documents show that this was not what she agreed to days earlier. Those documents to change to her preferred bank, as was promised, were promptly Fed-Ex'd out to her within 24 hours (after receiving cancelation approval from BMW which had to happen first before new contracts could be issued which was explained to her), contracts which she received the next morning around 11 a.m. as proved by the attached Fed-Ex tracking.Clients obligation was to immediately complete those documents, returning them to us the very same day was the discussed expectation & a return prepaid Fed-Ex envelope was provided for her convenience. She was instructed to do this right away as she already had the vehicle, this was an unusual situation that needed her full cooperation to remain in good standings with the bank of her choice & with BMW.As of today's date, as of this writing, the client has failed to return the documents to us in the prepaid Fed-Ex so that the bank loan can be finalized & secured. See attached. Therefore this client is in receipt of a vehicle she knowingly has not paid for or completed the purchase of, she has paperwork in her possession she was required to complete & immediately return to ensure the loan but as she has not followed through, for unknown reasons, is now in a situation wherein if not corrected immediately (if she does not follow through on returning the required financial documents to transfer the loan into her financing) may result in BMW repossessing the car as she is driving it without completing the financial obligations she was required to complete days ago. If the repossession is started, that will be on her permanent record & may cause issues with her being able to lease or finance with BMW in the future.As stated it is very unfortunate that the client has filed a false report (from dates on your complaint it appears that she filed her complaint AFTER she received the new documents from us), please see attached that shows we did exactly as was promised & as well shows that she has not only received what she needs to change the financing promptly but clearly shows she failed to complete her end of the transaction as of this writing. While we do feel for the client that she changed her mind on where to finance after the fact, we do not understand why when we did everything promised to grant her wish to change it that she has not cooperated on her end to secure her loan & her purchase. This situation is in her hands solely.We truly hope that she will get her required steps completed quickly so that this can be closed out & not become a bigger issue for her legally as she is currently driving a vehicle she has not legally purchased.Sincerely,UrsulaCSI LeaderMotorwerks BMW
Initial Business Response /* (1000, 5, 2015/10/08) */
Good afternoon Mr. [redacted],
Thank you for forwarding this consumers concern to our attention.
The concerns have been addressed with this consumer. Please see the attached files as proof of such.
The consumer also received proof of his...
refund on 9/30/2015 which is also attached for your review.
We ask though please that these documents attached are not included in public view due to privacy laws for the consumers protection but have provided them to show your offices the proper contact, handling & actions occurred.
Thank you in advance for your consideration.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Motorwerks BMW re-listed the vehicle for sale for almost weeks before it refunded my deposit.
2. Motorwerks BMW never corrected the listing even with the knowledge that the car was in an accident.
We appreciate the opportunity to review this customers concerns & provide relevant details. We have reached out to [redacted] directly to review & address with him. We have apologized to him & do accept responsibility for the gap in communication with his salesman that...
was unintentional which has been addressed with our staff. This vehicle has 98xxx miles on it & was sold AS IS due to mileage & conditions noted on the safety inspection. He signed the AS IS statement when purchasing this vehicle & declined any extended warranty options that may or may not have offered him coverage on the items he has noted if he had purchased the extended warranty option. [redacted] chose not to test drive this vehicle before purchase which is unusual. As all clients do he had the right to have it inspected by his own mechanic prior to purchase. Prior to selling this vehicle our shop performed a standard safety inspection, an oil change service, replaced the rear brake pads & rotors also replaced a turn signal bulb. As of todays date we have provided him with a copy of our inspection report findings, reviewed the findings of our inspection & offered our cost on any of the items he would like to have done at our shop along with a rental car for 1 day during the repairs if needed. We have also offered to take a look at the heat shield & if possible resecure it so that it is not rattling to which he has agreed to accept. Thank you for the opportunity to address & provide the relevant details. We do pride ourselves in excellent customer service & hope to regain this customers loyalty.
Initial Business Response /* (1000, 5, 2016/01/06) */
Good afternoon & thank you for the opportunity to provide the correct facts of this situation. The client's statement that he brought the car to us on Nov 21st, 2015 is categorically false. Please see the attached repair order showing that his...
BMW was in fact checked in on Nov 12th 2015. He did not leave with his BMW until Dec 18th more than a month later.
This was the first visit for this car with this client. Client discussed having worked on the car himself or through 3rd parties for issues none were able to remedy thus towing it into our shop. At the time of initial diagnosis we advised the client not to fix this car due to the age, mileage & conditions including standing water in the trunk well (as noted on attached) with likely damage to unknown amounts of wiring, computers etc. We advised client that the repairs the car may likely need, based of initial exam & known history of this model could likely quickly exceed the value of the car.
The client stated against our advice that he wanted us to proceed with repairs noted. We were not asked to go into all of the issues on the car, nor would we without the client's approval, we only worked on the issue noted & approved.
Throughout the repair process the client continually asked for free work, discounts etc. As you will see in the attachments, we provided significant discounts off the repairs for him wherever possible. When the car was completed the client wanted to be allowed to leave with the vehicle without paying for the repairs. We stated payment must be in full. Client then wanted to take the car & make payments, none of which was discussed prior to his authorizations of work. Payment is due when vehicle service is completed. The client's car ended up being here over a month including weeks past when it was completed, which was not approved & against policy as we do not store cars.
Normally in this situation a car with unpaid repair bill left here for weeks would be impounded offsite with additional fees accruing but we continued to extend goodwill with this client. In fact after a month with holidays & year end approaching, when he stated he still did not have any way to come up with the remaining funds to pay for the repairs, instead of exercising our right to have a sheriff's sale on the vehicle to recover our lost repairs we extended additional goodwill allowing the client to take his vehicle without final payment. Reducing his total expense due yet again.
After picking up his BMW the customer noted a check engine light was still on, we reiterated noting that the car had additional issues we were not authorized to delve into & explained the light is an indicator for numerous systems within his BMW driveline, numerous faulty items can cause these warnings. We were only authorized to fix the current stalling issue it was towed in for & findings of that situation at that time.
The customer then in fact drove his car back into our service lane & abandoned it there, leaving it blocking other cars walking away refusing to check it in. Calling from another location to discuss the concern but refusing to check his car in properly or move it out of the way. He left his car this way for the entire day even after asking for his cooperation.
In further goodwill to the client we had a technician further diagnose his BMW, at no charge to for the current check engine light, noting the issue with oil leak down & likely catalytic converter issues triggering the light. Which is a known issue on a BMW of this age & mileage. When the client finally agreed to return to retrieve his abandoned car, we shared this information with him, showing him the repair cost info & once again advising him not to repair it, that the repairs were exceeding the value of the car as noted prior. The client thanked us for the additional free work we had done in further diagnosing & departed with his car.
Prior to the car arriving on Nov 12th we had not seen this BMW since 2012 with a prior owner. We do not know what other issues it had present at tow in or intermittent issues as we have not maintained this car. Client notes other parties were working on this car. We do not know if prior repairs were done correctly nor if it has been maintained properly.
While we truly feel for the client's situation on this car it unfortunately does not equate to us further fixing the car for free nor extending any further discounts due to the facts above & due to the circumstances with this customers actions once the car was completed. Our gracious goodwill efforts were clearly not met with any appreciation unfortunately.
We warranty our repairs & double checked our work when his car was back finding no fault of ours. Please note the additional known, as well as possible other unknown issues, this clients car has are his full responsibility to cure respectfully.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Appreciate the time this business took to reply however below are the following in the response that they failed to address:
1.Car was in fact diagnosed by another prior to being towed in, not worked on as stated(proof upon request)
2.As stated in response at initial diagnose I/Client was advised car repair would exceed cost of repairs found(have not been provided with initial diagnosis that list and determined total cost of repairs that they stated.
3.I/Client approved repairs against shops advising not to repairs. Again what repairs were those? I don't have itemized statement of those repairs. Where is the initial and following list of authorized
4.Check engine light was not on when initially brought in. And if car was repaired why wasn't it address during the repairs that were said to be completed. Or was this something that occurred during or after working on car?
5.Finally, the check engine light was not dealt with and now after return with 15 minutes of picking up car after being called saying repairs were complete and car was ready...that now the check engine light is due to catalytic converter issues? Doesn't seem like they are for sure. Why wasn't it addressed initially? Was car actually hooked up to a computer to see what they issues were? And if bit was why wasn't it reported in writing to client?
The warranty of their work is questionable and the statement of double checking of our work make me wonder if its due to missed repairs or inadequate work.
I want a partial refund or a repair resolution to this matter. and I am not satisfied with this business attempt to jade the fact that the car was jot returned in satisfactory matter thank you for your time,
On September 13, 2016 Mr. [redacted] brought his vehicle; 2007 x3 @ 121608 miles in for a complaint of “When turning left or right around tight corners in parking lots. Clunking noise present from front of vehicle. Also when driving binding or hesitation is present from vehicle. We performed...
diagnosis on the vehicle and found faults in the system pertaining to VTG/transfer case. Per BMW guidelines we ran a series of check on the vehicle to narrow down contributing factors that could contribute to a transfer case issue. We checked the fluid level, it was full. We checked the suspension components and differential and found all components were in good condition. Based on the history of that model, the age of the vehicle we determined that there was a failure occurring with the transfer case and recommended to replace the transfer case as a whole. There are options to replace the transfer case actuator – however that part has a significant cost and more often than not – after that component is replaced the transfer case ends up being replaced on top of that.The Transfer case actuator cost to replace with part retails at $1914.95. To spend that and find after the fact you need to spend $4000.00 plus on the transfer case has led to many very difficult conversations in days past. Seeing that history has proved the transfer case failure rate is high and the signs from the data the vehicle has shown indicate the transfer case is failing we estimate the transfer case solely. At the time our advisor was working with Mr. [redacted] the only option he was aware of was to replace the transfer case. No discussions had been had with the technician about replacing the transfer case actuator. There was no malice on the part of the advisor what so ever. Mr. [redacted] took our information, declined to have any repairs made at our facility and picked up his vehicle. Shortly after leaving our facility, Mr. [redacted] brought our diagnosis and his vehicle to a independent shop. The vehicle there was seen for the same concern. At that time the company offered to pull out the transfer case actuator and repair the actuator for Mr. [redacted] at a reduced cost – unsure of the final charge but we believe it to be less than $1000.00. Vehicle drove fine for Mr. [redacted] until December. In December Mr. [redacted] brought his vehicle back to Motorwerks BMW for a warning light that illuminated. 4x4 warning light troubles turning at low speeds and a vibration sensation as that shops repair had failed as was expected if only that was done. Our team revisited the vehicle the vehicle had VTG faults stored again. The technician while working on the vehicle found a newly released bulletin that allows dealers to remove the transfer case actuator and repair the gears on the on actuator through a repair kit. We sold the project to Mr. [redacted] – performed the repairs to the actuator and released the vehicle. At the time of the first visit – this bulletin was not found nor known by our technician – we may have missed that. But I say with great certainty that there was never any malice toward Mr. [redacted] in providing information to him on how to properly fix his concern. To date I still stand behind the recommendation to replace the transfer case – it is the repair the vehicle needs. Weather he services it here or at an independent non certified dealer, he will need to have the transfer case replaced in our experience. Regards,David [redacted]Service ManagerMotorwerks BMW We will be assisting Mr. [redacted] in the repairs to his seat heater. That was communicated to Mr. [redacted] before this was published. He will be at the dealership on January 12, 2017 to have that fixed.
I am rejecting this response because:
The information provided to me was inaccurate, the transfer case was and still is working fine, the diagnosis went from transfer case to actuator motor. I was not provided any documentation on what was communicated by the technicians for repairs even though I requested it multiple times.the reason I believe that Motowerks is solely focused on the costly repairs is that when I brought up my seat heater malfunction they did not address it telling me that BMW does not address those concerns. Only after my complaints did the bring it up and that too at a significant cost to myself. There is no concern as to why the seat heater burnt a hole through the cushion as well as my pants. They are not concerned about the customers safety rather it seems they are just a parts replacement shop.
Revdex.com NOTE: It appears that Motorwerks responded to this promptly upon receipt, but e-mail and accompanying documents did not initially reach Revdex.com. Business re-sent response successfully, including attached PDF of accompanying docs.In response, Motorwerks provided copies of e-mails sent to customer on...
2/13 and 2/14, explaining that the dealership has submitted paperwork to 'Fast Track' the customer's title at its own expense, and will not be buying his vehicle back, as the customer requests.E-mails read as follows: SENT 2/13/18......Hi [redacted]We understand your frustration. This issue has been the sole result of the new license and registration system (MNLARS) that went live in the whole state of Minnesota two days after you bought your vehicle. All the normal transactions that we used to be able to do quickly were either slowed down or not available to us at all----which was not made known to us before the system went live.This new system caused great delays in getting your vehicle registered and also getting the title printed---so we were not able to follow the timelines of the MN statutes due to the state’s own admittance to these issues—so these timelines for registration and submitting documents are extremely subjective due to the specific issues each title is facing. (the title for your other vehicle might not have had any issues and also we found out the state was picking and choosing which titles to process and not necessarily going in order of date--- We have some customers that purchased in the summer and are still waiting on titles while we have other customers that bought in December and received their title already in January----the state has already gotten in trouble for doing this.Your vehicle has already been registered to your name since 10/13/17….so we cannot stop the transfer…it has already happened. The issue is not registration----the issue is getting the rest of your documents cleared with the state so they can get your title printed.We were told by our local DMV that we had to wait for a letter from the state of MN before we could send in the rest of your documents in to clear----and we still haven’t received that letter to this day. However---I had just found out in the last week that this process has changed and that we can now send in missing documents without waiting for the state to update their records first. Since I have found this out---I have been working on clearing many other titles as well and I just hadn’t gotten to yours yet. But I will be putting your “title clearing” to the top of the pile.I also have just found out that under “extra-ordinary” circumstances that the state “might” allow a title to be “fast tracked” under the new “MNLARS” system-----for example---leaving the country.However I cannot fast track this title through our local DMV…..we are forced to send it directly to the state of MN.So since I have to order checks to pay for the clearing and fast tracking---the earliest I will be able to send your documents to the state of MN will be this Thursday 02/15/18……and then hopefully the state will approve the “fast track” and clear your title within the next couple of weeks….but there is no guarantee that they will approve it….all we can do is send it and apply for the fast track and the rest is up to the state of MN…..so we have no actual control as to when they will process it. From: [redacted],Cathy Sent: Wednesday, February 14, 2018 12:26 PMTo: ? ? <[redacted]>Cc: [redacted],Matt <M[redacted]@penskeautomotive.com>Subject: COPY OF WHAT SENDING TO STATE OF MN Hi [redacted]I attached some of the documents that I will be sending to clear your title. I can't show you all of them due to previous owner privacy...but I have included the following:1) FEDEX LABEL that has tracking number of when the state will receive the paperwork--(the state should be receiving your paperwork on Thursday, FEB 15th---but it's hard to know when they will process it)2) copy of the application to "EXPEDITE" your title clearing process3) copy of the checks used to pay for the clearing and the expediting fee I sent the proper documents along with the items listed above to clear your title so the state can print it and send it to you. THANK YOU,CATHY [redacted]TITLE CLERKMOTORWERKS BMW/MINI###-###-####
Good afternoon, we appreciate the opportunity to provide the true & relevant facts on this case as follows. Mr. [redacted]'s BMW is an older 2008 model with over 100,000 miles on it. The issues that its seeing, the service history expense that it has had it not unusual for a vehicle...
of this type over 100,000 mile. When Mr. [redacted]'s BMW was in our care to estimate the cause of an oil leak spot on his garage floor we took photos, see attached please, as we advised him that there was significant oil or fluids leaking on his vehicle. So much so it was so dirty at that time it was not possible to determine where the oil leak, or leaks as they maybe, were coming from. In discussions with Mr. [redacted], instead of guessing on what might be leaking, we suggested that he allowed us to pressure wash the engine & trans area first to get it clean. Then have him come back after putting some miles on it so that we could look to see where in fact an actual leak was coming from on the cleaned engine in order to provide him with an accurate diagnosis. Mr. [redacted] agreed with our ethical suggestion & we cleaned the engine components, discussed him coming back in 500 - 1,000 miles so that the now cleaned engine would easier to see where or what is leaking. Instead Mr. [redacted] took it to another shop, which then as expected would happen after it was cleaned & driven as we suggested, saw an oil leak that we also would have seen had we had the opportunity to complete the diagnosis process that we had discussed at our shop. We are happy that our efforts to clean the engine & have him drive it did produce the results that we discussed with him. Our service manager called Mr. [redacted] to discuss his concerns one on one, offered to have him bring his vehicle in, stay with his vehicle the entire time while we brought it into our shop so that we could show him first hand of our findings on the CV boot. He explained we stand behind our BMW certified technicians findings, which were verified by our shop foreman as well the day his car was here. That we would happy to show him the issue in person. Mr.[redacted] unfortunately though was argumentative to the point where it was not possible to continue the conversation as the client refused to listen or accept our offer to stand behind our findings, to show him in person what we were quoting, what we had reported to him. He stated his car was at an independent shop & he would not cooperate in a civil conversation effort. Mr. [redacted]'s contentions that we mislead him on the upper CV boot have proven to be caused by an incorrect, incomplete inspection by his independent aftermarket shop he refers as reputable. Out of concern our service manager called the manager of that independent shop to discuss this clients accusations & talked with him about our findings on the CV boot as it posed a safety issue for this client. Asked him to personally go out to the car with his technician & look exactly where we had, where he would find the torn CV boot, void of all grease in fact as we had advised this client of 100% correctly. That manager did so & called us back to apologize that his technician, the shop Mr. [redacted] trusted instead of a certified BMW mechanic, had in fact completely missed in his inspection. The aftermarket shop not only failed to find the torn & damaged component that we correctly identified as safety issue but also gave the customer false information creating the majority of his discontent as they told him they looked it, they incorrectly told him it was not torn. Their shop was fraudulent in their business practices at worst case causing this customer to be so upset, not competent to examine the CV boot issue at best. This aftermarket shop manager, after being told by our reputable business where to find the failure 100% verified that our findings were spot on. In fact the boot had leaked out all the axle grease as we stated & needed the axle replaced once they were in there working on it with the boot off to see all of the damage it had sustained. This was a safety issue had it come apart while driving that our shop quoted & their shop denied existed initially until informed by our shop where to look, how to find it. The aftermarket shop has apologized to us for their part in this situation as their error or unskilled tech provided information to this client which was categorically false. Their false statements could have caused a serious concern had we not called them out of concern for this customers safety to help them correctly identify the safety issue to keep this customer from a serious issue had he believed them on their initial incorrect statements. Our store has credited back the diagnostic fee on the recent visit per Mr. [redacted]'s request as a goodwill gesture to him even though our diagnosis on all was 100% correct which we will stand by every day with our factory trained certified technicians providing honest, ethical & true diagnosis. We appreciate the opportunity to provide the true facts in this case, thank you for your consideration & wish Mr. [redacted] all the best with his choice of automotive repair shops. ~~~~~~~~~~~~~~~~~~~~~ Sincerely, Ursula CSI Leader Motorwerks BMW
Response received via e-mail to Revdex.com: Good morning, thank you for the opportunity to provide the true facts in this situation. Unfortunately what the client [redacted] is stating does not match our records. It is unfortunate that she has taken this stance & has also put...
herself now in a situation where BMW may start the repossession process on this BMW as she has failed to complete her part of the transaction. Her salesman & our finance rep both talked with her about the options between Wings & BMW Financial Services. They showed her that with the benefits she was better off to finance with BMW Financial Services, which she fully agreed to at the time. In fact signing the documents agreeing to finance with BMW Financial Services with her full authorization signatures . Her statement that Tom was going to "call the bank & set up the financing" after she left with the car are categorically false. No vehicle leaves unless the loan process is first fully completed. This is widely known in the industry that a client is not given a vehicle while the dealership "calls" a financial institution after the fact. Facts are the client must always complete the loan documents first before possession occurs. What she is saying does not make sense, is not what was agreed up & is not legal for us (or any dealership to do). A bank cannot grant financing on anything based on a phone call from the rep as she claims. She would not have been given the car. All banks require all of their specific documents to be processed, to be signed for by the client & complete prior to clients receipt of any vehicle or product. Please see the attached documents that prove this client has failed to follow through on her purchase obligations & as well shows that we promptly did exactly as was discussed which refutes her false claims. Client called on a Monday, the situation was discussed in the afternoon that she had since decided to change to Wings, yes claiming that is what she wanted originally but her signatures on the other documents show that this was not what she agreed to days earlier. Those documents to change to her preferred bank, as was promised, were promptly Fed-Ex'd out to her within 24 hours (after receiving cancelation approval from BMW which had to happen first before new contracts could be issued which was explained to her), contracts which she received the next morning around 11 a.m. as proved by the attached Fed-Ex tracking.Clients obligation was to immediately complete those documents, returning them to us the very same day was the discussed expectation & a return prepaid Fed-Ex envelope was provided for her convenience. She was instructed to do this right away as she already had the vehicle, this was an unusual situation that needed her full cooperation to remain in good standings with the bank of her choice & with BMW.As of today's date, as of this writing, the client has failed to return the documents to us in the prepaid Fed-Ex so that the bank loan can be finalized & secured. See attached. Therefore this client is in receipt of a vehicle she knowingly has not paid for or completed the purchase of, she has paperwork in her possession she was required to complete & immediately return to ensure the loan but as she has not followed through, for unknown reasons, is now in a situation wherein if not corrected immediately (if she does not follow through on returning the required financial documents to transfer the loan into her financing) may result in BMW repossessing the car as she is driving it without completing the financial obligations she was required to complete days ago. If the repossession is started, that will be on her permanent record & may cause issues with her being able to lease or finance with BMW in the future.As stated it is very unfortunate that the client has filed a false report (from dates on your complaint it appears that she filed her complaint AFTER she received the new documents from us), please see attached that shows we did exactly as was promised & as well shows that she has not only received what she needs to change the financing promptly but clearly shows she failed to complete her end of the transaction as of this writing. While we do feel for the client that she changed her mind on where to finance after the fact, we do not understand why when we did everything promised to grant her wish to change it that she has not cooperated on her end to secure her loan & her purchase. This situation is in her hands solely.We truly hope that she will get her required steps completed quickly so that this can be closed out & not become a bigger issue for her legally as she is currently driving a vehicle she has not legally purchased.Sincerely,UrsulaCSI LeaderMotorwerks BMW
Initial Business Response /* (1000, 5, 2015/10/08) */
Good afternoon Mr. [redacted],
Thank you for forwarding this consumers concern to our attention.
The concerns have been addressed with this consumer. Please see the attached files as proof of such.
The consumer also received proof of his...
refund on 9/30/2015 which is also attached for your review.
We ask though please that these documents attached are not included in public view due to privacy laws for the consumers protection but have provided them to show your offices the proper contact, handling & actions occurred.
Thank you in advance for your consideration.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Motorwerks BMW re-listed the vehicle for sale for almost weeks before it refunded my deposit.
2. Motorwerks BMW never corrected the listing even with the knowledge that the car was in an accident.
We appreciate the opportunity to review this customers concerns & provide relevant details. We have reached out to [redacted] directly to review & address with him. We have apologized to him & do accept responsibility for the gap in communication with his salesman that...
was unintentional which has been addressed with our staff. This vehicle has 98xxx miles on it & was sold AS IS due to mileage & conditions noted on the safety inspection. He signed the AS IS statement when purchasing this vehicle & declined any extended warranty options that may or may not have offered him coverage on the items he has noted if he had purchased the extended warranty option. [redacted] chose not to test drive this vehicle before purchase which is unusual. As all clients do he had the right to have it inspected by his own mechanic prior to purchase. Prior to selling this vehicle our shop performed a standard safety inspection, an oil change service, replaced the rear brake pads & rotors also replaced a turn signal bulb. As of todays date we have provided him with a copy of our inspection report findings, reviewed the findings of our inspection & offered our cost on any of the items he would like to have done at our shop along with a rental car for 1 day during the repairs if needed. We have also offered to take a look at the heat shield & if possible resecure it so that it is not rattling to which he has agreed to accept. Thank you for the opportunity to address & provide the relevant details. We do pride ourselves in excellent customer service & hope to regain this customers loyalty.