Rockville Cars

To whom it may concern, I'm responding to complaint ID [redacted] The customer did come into our service facility on 6-28-(Saturday) to have an oil change performed I need to mention this was the customers first visit with us and he explained to his service advisor (J.CR [redacted] ) that he had just recently purchased this vehicle, from whom or where we're not sure of Anyway, J.Cchecked the vehicles maintenance schedule and noticed there were a few other maintenances due on the vehicle in addition to the oil change the customer was requesting The customer declined these additional services J.Calso performed a walk around on the customers vehicle and stated to me he had noticed the clear coat fading on all wheels but had not mentioned it to the customer because he assumend the customer was already aware of the condition of his vehicle Upon performing the oil change we also performed a "multi-point inspection" of the vehicle The technician noted multiple concerns which needed to be addressed, one of which was unsafe tires J.Cbrought this to the customers attention and all recommendations were declined J.Csent the vehicle to our wash department (we perform a complimentary wash on every vehicle) and released the vehicle back to the customer an hour or so later.The customer came back to our service department the following Monday afternoon and asked to speak to a service manager I came out to the service lane and introduced myselfThe customer walked around the vehicle with me and explained to me that we ( [redacted] of Rockville) had damaged all of his wheels when we performed our complimentary car wash I explained to him we used soap and water on all of our wheels and that we did not carry any abrasive and/or corrosive materials or chemicals (products) in our wash/detail department I also explained to him that it looked as though may have been reconditioned at one point or another and that the original clear coat on the wheels seems to have faded I also explained we had washed over other vehicles that day (including vehicles with chrome, blacked out, and smoked wheels) and that our service depthad not had any other complaints or concerns regarding wheel conditions from customers I proceeded to explain to the customer that I was unwilling to hold our service department responsible for the fading/deterioration of the clear coating on his wheels but I was more than willing to offer a reasonable estimate for the reconditioning of the wheels The customer did not seem very pleased with my response, used some profanity, and told me something along the lines of "this is not the last you're going to hear of this"I checked our survelience video which is set up in our service lane in attempt to document the conditilon of each vehicle coming into service Upon pulling up the video of the customers vehicle on Saturday the 28th, I noticed our left lower service lane camera had caught a good shot of the right front wheel which clearly seems discolored in the freeze frame shot To this day, I have not received a complaint from ANY customer in regards to clear coat being stripped from the wheels upon perfoming our "complimentary car wash"I don't feel our service department should be held accountable for the clear coat discoloration of this customers wheelsThank You, Scott C [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I talked to the mechanic, service manager and service advisor at BMW of [redacted] They ALL stated flatly that the fuel was not and had never been contaminated They again stated so, in writing, within the repair orderAs part of the repair process they freely admitted that they, in their own words, "threw parts at the car", The fault kept returning no matter how many parts they replaced They drained the fuel as part of the repair process (and they didn't replace the tank as BMW of Rockville proposed) They finally realized, after a lot of hard work and thanks to one smart mechanic, that the problem was a heater element within the fuel heater itself You read their analysis and you know, or certainly should know, better than to throw up a strawman argument about replacing parts The fact is those folks replaced a lot fewer parts than BMW of Rockville proposed to replace and they did something that the folks at BMW of Rockville were incapable of doing- they FIXED THE PROBLEM Maybe you should ask yourself why BMW NA covered the work at BMW of [redacted] Maybe you should try to understand how they were able to find and correct the problem in two attempts when you couldn't do it in four Then you might ask yourself why BMW of Rockville had multiple cases of "contaminated" fuel when no other BMW dealership in the area, and certain [redacted] and [redacted] dealerships ( [redacted] and [redacted] ), had none Maybe you should test the fuel you ostensibly pulled out of my car instead of telling me to do so The folks at BMW of Rockville say it was never contaminated You say it was based on a fuel sample you think was taken from the car Did you siphon the fuel? Did you see someone else do it? I am certain the answers to those questions are no Given that they are, you might note that actually contaminating the fuel in a customers car would be more than fraud- it would be a felony Maybe your mechanic didn't want to cross that line The simple fact is I have no reason to test the fuel- and you have every reason to do so Then you might ask yourself why you're in the service business All of your responses recite the same theme- blame the customer I think you've forgotten that without customers you wouldn't have a jobRegards, [redacted]

From: [redacted] ***< [redacted] >Date: Mon, Dec 1, at 3:PMSubject: Revdex.com Complaint ID # [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Cc: " [redacted] " < [redacted] > Please find attached the documents that you requested in your complaint If there are additional documents that you require, please do not hesitate to contact me and I will do my best to get them for you Thank You, [redacted] Executive Assistant to Louis C*** President & CEO Marc C*** Vice President Priority Automotive Group [redacted] Towson, MD Direct: ###-###-#### Fax: ###-###-#### [redacted]

BMW of Rockville has no records of the customer coming back in August stating that is alignment was offThe alignment print out specs from August to October are considerable different as though the customer has hit somethingThe customer never spoke to his service advisor Russell W [redacted] about any issue with the repairs in August When we inspected the vehicle in October we found the left front stut was damaged [redacted] ***'s insurance company paid for the strut replacement Out of the $his insurance company paid $Our service manager Lance M [redacted] has left [redacted] a message and emailed him to call him to discuss this matter

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:This response is completely untrue, a fiction and has nothing to do with my car, my complaint and issue.May I suggest that [redacted] of Rockville, wake up and they will realize that they responded to me with a reply to another complaint, NOT MINE!Why is this not surprising me coming from [redacted] of RockvilleIs [redacted] of Rockville hammered with complaints they are mixing them up?This solidify and confirm my opinion and findings about this dealer Regards, [redacted]

From: [redacted] ***< [redacted] >Date: Thu, Nov 6, at 4:PMSubject: RE: Complaint ID # [redacted] To: [redacted] < [redacted] > Thanks so much [redacted] Executive Assistant to Louis C***, President & CEO Marc C***, Vice President Priority Automotive Group West Road, Suite Towson, MD Direct: ###-###-#### Fax: ###-###-#### [redacted] From: [redacted] < [redacted] >Date: Thu, Nov 6, at 4:PMSubject: Re: Complaint ID # [redacted] To: [redacted] < [redacted] >Cc: " [redacted] " < [redacted] > There was nothing else you had to do on this complaint I needed to take another look at it, which I did, and it is now closed On Thu, Nov 6, at 2:PM, [redacted] *** < [redacted] > wrote: The above referenced complaint is showing “Pending Revdex.com Decision on Unresolved/Judged Resolved” What does this mean? Is there something else we need to do to move this to a resolved status? Please advise Thanks [redacted] Executive Assistant to Louis C***, President & CEO Marc C***, Vice President Priority Automotive Group West Road, Suite Towson, MD Direct: ###-###-#### Fax: ###-###-#### [redacted] -- [redacted] | Trade Practice Consultant Tel: ###-###-#### Fax: ###-###-#### Email: [redacted] www.myRevdex.com.org | Start With Trust® Revdex.com® serving Metropolitan Washington DC and Eastern Pennsylvania® K Street NW, 10th Floor Washington, DC ----------------------------------------------------------------------------- The information contained in this message is considered CONFIDENTIAL and for the intended recipient only Any unauthorized use, dissemination, or copying of this message is prohibited If you are not the intended recipient, please notify the sender immediately and delete this message

From: Allison G***Date: Fri, Nov 7, at 11:AMSubject: FW: Revdex.com COMPLAINT - [redacted] ID # [redacted] To: [redacted] < [redacted] >Cc: " [redacted] " < [redacted] > Hello Ladies, See below for our response to this complaint Apparently, another response for a different complaint was input as the response for this complaint Our fault, I think, bc we referenced the wrong complaint id # This is the correct response for complaint # [redacted] Thanks Allison G [redacted] Executive Assistant to Louis Cohen, President & CEO Marc Cohen, Vice President Priority Automotive Group West Road, Suite Towson, MD Direct: ###-###-#### Fax: ###-###-#### From: [redacted] Sent: Friday, November 07, 11:AMTo: [redacted] ***Subject: FW: Revdex.com COMPLAINT - [redacted] From: Lance M [redacted] Sent: Friday, November 07, 11:AMTo: [redacted] Cc: [redacted] Subject: RE: Revdex.com COMPLAINT All, Beaver told me that he had told [redacted] that the IBS was a start [redacted] states that Beaver told him that it would fix itIn reviewing the energy diagnosis, the IBS was a good starting place but clearly didn’t fix itThe battery had reached the end of its useful life, we suggested that this be changed before going any furtherThe next step was a draw test – [redacted] was unwilling to spend additional money on thisFurthermore, he wanted the IBS done free of chargeHe did threaten the social media, Revdex.com, [redacted] CR etcI did speak to Nick Popovich about this when it was a fresh subjectI doubt that he said that “ they don’t know what they are talking about.” I did reduce the billWhile I was firm and direct, at no point was I hostile or rude despite his demeanor Not sure what format I should using hereThis looks like a social media complaint rather than a Revdex.comPlease advise Regards, Lance

When the vehiclwe was brought back to our shop on November27th there was a fault stored for a defective water pumpThere was no fault in the system for the water pump when we did the repairs previoslyWe replaced the defective water pump with no other ptroblems to the vehicleThe vehicle was in April 30th for an oil changeNo other problem found as a result of the water pump failure

[redacted] has made some very baseless accusations, both to people personally and our professional ethic As stated, once we received the bill, it was paid immediately There is no way for me to prove to [redacted] how we acted in good faith and it took me to call the owner of the dealership to finally have a bill sent to me As for his other allegations, [redacted] of Rockville is a reputable organization that is under new ownership subsequent to the negative "postings" that he claims are on line His personal attacks on me and defaming our professional ethics does not warrant a response at this pointI am unaware of any other items or promises that have been made, other than us taking care of the invoice with South Motors When [redacted] called me, I addressed his concern of his vehicle and paid the bill as soon as it was received I am now seeing in his latest response that there are additional items for the first time If [redacted] would like to tell me in a non-inflammatory fashion what he feels he is owed at this point, I would be more than willing to listen Robert O***, General Manager [redacted] of Rockville he may correspond with me directly at [redacted] @***rockville.com That would be my preference as I do not wish to be accused of "cursing" over the phone Once received, I will address his concerns with my staff and who allegedly made commitments to him that have not been followed through on

If the samples are different then get then testedI have also contacted BMW to investigateIf there was no problem with the fuel why would [redacted] replace every componant of the fuel system AND clean the fuel tank and add fresh fuel that was stated on their repair submited to BMW ????

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I still have the sample of fuel that BMW of Rockville gave my wife and a sample I took from my car concurrently- they are quite different BMW of [redacted] noted no evidence of fuel contamination and stated so in their repair order They worked with BMW of North America to find and resolve the actual problem- a fuel heater element that BMW of Rockville failed to accurately diagnose in four attempts over the course of many monthsI have asked BMW NA to investigate this, and will now, considering the dealership's response, report this to the Maryland State Insurance commissioner- I was not the only customer BMW of Rockville tried to send to their insurance company to cover the costs of allegedly contaminated fuel Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The point is, I was driving my car with NO ENGINE FLUID in it which caused it to shut down and get towedImagine if you go to your family doctor to get a physical prior to running a marathon and you get cleared with a huge THUMBS UP but the Doctor for some reason forgot to tell you NOT to do any physical activity because your heart is weakYou think everything is perfectly fine and go run your marathon and collapse, what would you do? This is my car and I paid extra money when I purchased it for the extended warrantyWhen I take my car in for servicing I expect the best service on the car and do not expect a mistake as big as this one Regards, [redacted] **

*** ***,
Thank you for being a loyal customer at *** of Rockville. Brandon got most of our management staff involved in the request for payment reimbursement from *** FS. I am aware of the email string where you asked about the payment and questioned if it would be taken care
of if done before XYZ. Brandon replied verbally that we could check on the possibility at time of delivery. The program through *** FS allows for the waiving of payments in certain cases if a vehicle is purchased and the current vehicle is turned in before the payment date. The new vehicle arrived earlier than expected but after the date that would have qualified for the payment waiver. When you alerted Brandon to this after the purchase, my Finance Managers and Asst General Manager submitted requests verbally and in writing to *** FS to make an exception. We were declined but are still trying to have the request granted by someone in a supervisory position. I apologize for any confusion. We did try to get the policy waived.Best Regards,
Ric V***
General Manager
*** of Rockville

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The statements made are untrueI was never told after the initial vehicle inspection that there was any type of damage or wear found regarding my wheels or tiresNo mention was ever made regarding unsafe tires before, during or after the work was done to my car.
I owned the vehicle for less than month and have never used any type of chemicals on my wheelsAll wheels were in perfect condition prior to my visit to the service center.
Regards,
*** ***

October 23, 2014I have reviewed the customer's complaint and these are my findingsThe customer brought their vehicle in for an Inspection II maintenance on July 1, We performed the service on his vehicle and recommended additional items that the technician found during his
repairsThe customer agreed to have those items repaired alsoThe only fault code in the system, at this time, was for a thermostat which the customer agreed to replaceAfter the repairs, no faults were stored in the systemThe customer brought the vehicle back in on July 11, for a door latch replacement and no check engine or battery lights were illuminated at this timeWhen the customer was traveling on September 1, 2014, the alternator failed on his vehicleWith no battery light or check engine light illuminated, it would be impossible for us to predict if and when his alternator would failBMW of Rockville is not responsible for the failure of *** ***'s alternator.Thanks,Jack S
Service Director

My wife and I got married on July and as a gift to her we purchased a used car, a Volvo XCwith under 40k miles from BMW of Rockville Our issue presented itself when the car didn't pass Virginia inspection due to a faulty emergency/parking break My wife and I both called the dealership multiple times daily for over two weeks before receiving a reply After three trips in total from Reston, VA to Rockville, MD (totaling miles) the service shop looked at the vehicle I was advised to wait in the lobby until the vehicle was done Four and a half hours later I asked for an update and was told "oh we thought you were leaving the car over night"! They claimed to have fixed the problem but by the time I got back home to reston the break wasn't working again so it failed the follow on inspection the next day With one day left to legally drive the vehicle per our window sticker and not get fined if pulled over by the police The repair from a shop we trust in Oakton, VA, that was done correctly cost us $ When we've tried contacting Rockville BMW to formally resolve this disaster not a single call of ours has been returned This business is a disaster and a sham

Good Morning,
We
are unable to determine the exact cause of failure of the engineSome of the
internal parts of the engine had overheated and seized
Whether this is a
failure in the lubrication system or due to been running low on oil, we are
unsureThe
warranty booklet specifically notes that remanufactured parts can be used at
the ***’s discretionA remanufactured engine from *** comes in a crate that is
shipped from the engine assembly plant in GermanyIt’s possible that some of
the parts in the replacement engine might be from cores that have passed a
rigorous inspection process conducted by the engine assemblersUnfortunately,
we have no way of knowing the provenance of the parts in a remanufactured
engine** *** was told that she was receiving a new engine in the sense of
a replacement engine rather than an engine with all “new” components
I spoke to *** *** and her father in person last Friday. *** has offered a three year or 50,miles extension on the powertrain so that the warranty would expire on 12/8/or 100,miles whichever occurs first in addition to one month's paymentShe was handed as copy of the coverage on the power train warranty. They have requested to have the car re-purchased at no out of pocket expense to them. Their request is still being reviewed.
Please let me know if you have any further questions or need clarification.
regards,
Lance M***
Service Manager
*** *** ***

From: Scott C*** sans-serif;">
Date: Mon, Aug 11, at 5:PMSubject: Response to complaint #***To: "[email protected]"
To whom it may concern,
I'm responding to complaint ID ***. The customer did come into our service facility on 6-28-(Saturday) to have an oil change performed. I need to mention this was the customers first visit with us and he explained to his service advisor (J.CR***) that he had just recently purchased this vehicle, from whom or where we're not sure of. Anyway, J.Cchecked the vehicles maintenance schedule and noticed there were a few other maintenances due on the vehicle in addition to the oil change the customer was requesting. The customer declined these additional services. J.Calso performed a walk around on the customers vehicle and stated to me he had noticed the clear coat fading on all wheels but had not mentioned it to the customer because he assumed the customer was already aware of the condition of his vehicle. Upon performing the oil change we also performed a "multi-point inspection" of the vehicle. The technician noted multiple concerns which needed to be addressed, one of which was unsafe tires. J.Cbrought this to the customers attention and all recommendations were declined. J.Csent the vehicle to our wash department (we perform a complimentary wash on every vehicle) and released the vehicle back to the customer an hour or so later
The customer came back to our service department the following Monday afternoon and asked to speak to a service manager. I came out to the service lane and introduced myself. The customer walked around the vehicle with me and explained to me that we (BMW of Rockville) had damaged all of his wheels when we performed our complimentary car wash. I explained to him we used soap and water on all of our wheels and that we did not carry any abrasive and/or corrosive materials or chemicals (products) in our wash/detail department. I also explained to him that it looked as though may have been reconditioned at one point or another and that the original clear coat on the wheels seems to have faded. I also explained we had washed over other vehicles that day (including vehicles with chrome, blacked out, and smoked wheels) and that our service depthad not had any other complaints or concerns regarding wheel conditions from customers.
I proceeded to explain to the customer that I was unwilling to hold our service department responsible for the fading/deterioration of the clear coating on his wheels but I was more than willing to offer a reasonable estimate for the reconditioning of the wheels. The customer did not seem very pleased with my response, used some profanity, and told me something along the lines of "this is not the last you're going to hear of this"
I checked our surveillance video which is set up in our service lane in attempt to document the condition of each vehicle coming into service. Upon pulling up the video of the customers vehicle on Saturday the 28th, I noticed our left lower service lane camera had caught a good shot of the right front wheel which clearly seems discolored in the freeze frame shot
To this day, I have not received a complaint from ANY customer in regards to clear coat being stripped from the wheels upon performing our "complimentary car wash"
I don't feel our service department should be held accountable for the clear coat discoloration of this customers wheels
Thank You,
Scott C***

Owner was informed on May that he needed to return the courtesy BMW loaner car the following day and that he needed to arrange for an *** rental car that his extended warranty company would pay for. He received a call from us on May in the early afternoon reminding him
that the car was due back that dayHe came in after pm on May to drop off the loaner carHe states that he had thought that we would have a rental car waiting here for him. We don't have a rental car agency here. He took our car and returned it the following day shortly before noonThe loaner policy that he signed details that overdue cars would be charged at the rate of $per day. This was explained to him. Car was here from May until June while his extended warranty inspected the car and authorized the needed workThey elected to send us an aftermarket waterpump and a set of used turbosThe turbos they sent came in wrong - twiceThis work would normally take less than days from start to finish with parts that we have in stock. Attached are the intial printouts for the faults that were stored that included left and right headlight faults and electric coolant pump faults at km on May Also, on page it shows that we cleared these faults.
Car came back on June at 59,miles at 4pm about miles after it left here with the following complaints: 1) Wipers inoperative 2) Passenger airvent in the dash would not adjustWe provided the owner a courtesy BMW loaner car at time of drop offOn June 9, we scanned for faults and found faults for the wiper relay and the wiper motorThe printout is attached with the faults detailed and at what km they ocurred. We installed a new wiper relay which did not resolve the problem. This information was relayed to the ownerOn 6/11, we sold hrs which totals $of diagnostic time to determine the cause of failureOn 6/13, we determined that the wiper motor had failedThe wiper motor is bolted directly to the wiper transmission console under the cowl. We did not work under the cowl during the waterpump or the turbocharger replacementAlso, the first fault for the wiper relay was stored miles after the car left here, the subsequent fault for the wiper motor was stored miles later. On June 16, we contacted the owner's extended warranty company who authorized the replacement wiper motorIt was explained to the owner that the extended warranty company would not pay for the diagnostic fee, the wiper relay, the difference between our labor rate and what they will pay, the amount of hours that we charge to install the wiper motor versus what they will authorize or the deductible He authorized the work. We had a similar conversation when he had brought his car in for the water pump and the turbocharger workThe work was completed on June His extended warranty paid their portion on June 19. During this time, he was provided a courtesy BMW loaner car.
At no time did we remove the passenger air ventThe plastic louvers are controlled by a plastic rod that attaches to a plastic tab inside the vent assemblyThe connection between the rod and the tab has failed. The car came to us with headlight faults on May when the car was dropped off initiallyAt no time did we remove the headlights for any of the work that was performed.
If you need any further documentation or information, I can be reached at *** *** ***.
Sincerely,
*** ***
Service Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** **