Rockville Cars

We certainly apologize for *** ***' issueHaving spoken with the Service Director at *** *** in Miami where *** ***' car is being serviced, we are still awaiting an invoice to be emailed to us by their Service Manager, ***, so we can authorize payment. We have notified
them on a few occasions that we wish to pay the invoice and for them to please send it to us (invoice amount being sent is an accomodated dealer amount).The invoice should be sent to: ***@***rockville.com (lance m***, service manager)We hope to have this invoice as soon as possible so *** *** may enjoy his vehicle Robert O***, General Manager
*** of Rockville
*** *** ***
***@***rockville.com

[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:
It's my preference as well to continue to communicate with *** Rockville and MrA*** by way of the Revdex.com and by other means, I was trying for almost a month to resolve this situation by communicating directly with *** Rockville, MrA*** you did curse unprofessionally on the phone when I was telling you my concerns when we spoke, You also told me you would call me the next day and I'm still waiting for that call or a call back from my voice messages, That was January btw we are here at this point because there was virtually no communication from your dealership to me for almost a month and because I have exhausted all my options to solve this situation amicably to no avail and I do not wish to continue to waste my time
My accusations are not baseless, they are a direct result of my experience with *** Rockvillethe bad reviews your dealership have are easy to search by anyone, look at the *** page for *** Rockville, ***.com or the *** Club of North Americabut I digress, I stated in more than a dozen times what my concerns and what my demands areAs I stated the vehicle I purchased on December 12, from *** Rockville is a ** with Competition Package, this vehicle has a specific set of RIMS and TIRES that do not match what is specified by *** for this vehicle to have and what was advertised by *** Rockville on their online advertisement for my carthe wheels are the 359M rims, what I was sold was something that visually looks very similar however its aftermarket, it has the wrong size rim for my car as this wheel is not what *** intended for the vehicle to have, also the tires (actual rubber) tire sizes are wrong, my vehicle is supposed to have *** Pilot Super Sport tires from factory size 245/35/and 265/35/and what I have is 235/35/non pilot super sportsWrong rims, wrong tires and initially no sensorsMy car is under warranty from *** as well as service warranty until July 2017, I as member of the *** club of North America as well as the *** forums I'm well aware that dealerships will deny repairs under warranty as well as service under warranty when the customer brings a vehicle with parts that were not manufactured for the specific vehicle, in this case my vehicleI will not stand to have warranty claims denied by *** because *** Rockville sold me a vehicle with the wrong parts from the very beginning, I paid to have a competition package ** in its entirely with all its equipment and warrantyI do not consider this vehicle safe to drive with rims and tires not engineered for a Competition package **As I stated I want the wheels that were originally advertised in their add for my car with the correct tires, rims for my car per the manufacturerThey are the OEM *** ** competition package wheels style #***What I have is a rims and tires thats are not per specifications for my car, They have the wrong offsets and are the wrong width
For *** Rockville to refund $for my first montly payment as I did not have my car for a complete month as It was their negligence to sell me a broken car and then take their time paying the sensor billFor *** Rockville to pay me $for me to conduct an independent inspection of my vehicle in an independent *** shop as I have reasons to believe this $55k vehicle has more issues im not yet aware of and to check if any damage has been done to the frame, engine or components because I don't trust that *** Rockville has done a acceptable inspection of my car prior to my purchase, *** Rockville did not realized they were buying a ** with the wrong tires, AFTERMARKET rims and no sensors, with a really bad oil leak, with a bad A/C unit, with a unlined hood (possible crash) even after I brought the error messages to their attention during test drive, therefore either they didn't care and took the car to the back to reset the computer just to sell me the car and make the messages go away or they are just that incompetent of a dealership to catch these kind of issueseither way I want an independent inspection because I need to know if this vehicle has been crash and I do not trust on *** Rockville inspections or their integrity
For my car to be certified pre own at the expense of *** Rockville for any future engine issues that might transpire after I was told not to worry about it and drive the car with a bad oil leak for 1,miles after numerous calls to their salesman Herbert Ortiz and for any other issues that might come up in the future, as I stated I believe now this car was in a crash and the dealer either didn't catch it or I was misledAnd for MrA*** to explain to me how *** Rockville did not catch they were bulling an ** with aftermarket wheels, wrong tires, no sensors, engine malfunction light, tpms malfunction light, Explain to me how after bringing the engine malfunction light and tpms light during test drive and then taking the car to the service station and then bringing the car twenty minutes later telling me that the car was fixed? how does your dealership not catch that the car had a really bad oil leak and no tpms sensors? explain that please
*** ***

BMW of Rockville still has the contamined fuel saple taken from their vehicleWe do not know want is in the fuel but it is much darker than diesel fuelBMW of *** *** replaced every component of the fuel system under warranty whick BMW paid them over $11,So it appears that ***
*** just covered a repair under warranty that the customer shoukld of paid for

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Eventually the dealership met me half way, and I am satisfied.
I am rejecting this because the response is not representative of what happened.
I picked up my car on August 29th. The alignment was noticeably off, indicated by the degree of the wheel. I brought the car back in immediately. The service department scheduled me for October 17th. To get the original alignment fixed, I had to pay for two additional alignments. All of this is on record. The dealership's response did not seem to understand all of the details when responding.
As mentioned before, the dealership and I eventually came to a mutual agreement. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 Rockville. Is [redacted] of Rockville hammered with complaints they are mixing them up?This solidify and confirm my opinion and findings about this dealer.
Regards,
[redacted]

BMW of Rockville has no records of the customer coming back in August stating that is alignment was off. The alignment print out specs from August to October are considerable different as though the customer has hit something. The 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 $1310.64 his insurance company paid $836.30. Our service manager Lance M[redacted] has left [redacted] a message and emailed him to call him to discuss this matter.

[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 point.
I 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[redacted], General Manager
[redacted] of Rockville
 
he may correspond with me directly at [redacted]@[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.

To whom it may concern, 
I'm responding to complaint ID [redacted].  The customer did come into our service facility on 6-28-14 (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.C. R[redacted]) that he had just recently purchased this vehicle, from whom or where we're not sure of.  Anyway, J.C. checked 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.C. also performed a walk around on the customers vehicle and stated to me he had noticed the clear coat fading on all 4 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.C. brought this to the customers attention and all recommendations were declined.  J.C. sent 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 ([redacted] of Rockville) had damaged all 4 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 50 other vehicles that day (including vehicles with chrome, blacked out, and smoked wheels) and that our service dept. had 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 wheels.
Thank 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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:As the the balance was paid in full, it was not a deposit because I paid the quoted balance. Please send me the requested information.  You guys should be investigated for fraud.  I will report this to consumer protection. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 order. As 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 job.
Regards,[redacted]

When the vehiclwe was brought back to our shop on November27th there was a fault stored for a defective water pump. There was no fault in the system for the water pump when we did the repairs previosly. We replaced the defective water pump with no other ptroblems to the vehicle. The vehicle was...

in April 30th for an oil change. No other problem found as a result of the water pump failure.

[redacted], 
I sat down with the Service Managers to review your concerns as I said I would in my email response earlier last week.  Lance M[redacted] was on vacation and I wanted to get all the facts correct before responding.  I will start by saying that we use a third party to...

record the activity around the dealership.  This third party is not subject to any outside influence in the data collection or retention.  When something occurs on the premises, we simply ask for camera footage during a specific period of time.  There is no one that can manipulate the data or request the third party do so.  It is given to us in its entirety as it has been stored.  I reviewed the camera footage and it is clear that the damage was present on your vehicle when you dorve into the service lane.  I'm not sure how anyone could conclude anything to the contrary.  I'm sorry that you have damage on your vehicle but I am confident in the fact that it was not done by BMW of Rockville. 
Ric V[redacted]
General Manager

From: Allison G[redacted]Date: Fri, Nov 7, 2014 at 11:46 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 1 Automotive Group
110 West Road, Suite 500
Towson, MD 21204
Direct: ###-###-####
Fax:  ###-###-####
 
From: [redacted] Sent: Friday, November 07, 2014 11:41 AMTo: [redacted]Subject: FW: Revdex.com COMPLAINT - [redacted]
 
From: Lance M[redacted] Sent: Friday, November 07, 2014 11:30 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 it. In reviewing the energy diagnosis, the IBS was a good starting place but clearly didn’t fix it. The battery had reached the end of its useful life, we suggested that this be changed before going any further. The next step was a draw test – [redacted] was unwilling to spend additional money on this. Furthermore, he wanted the IBS done free of charge. He did threaten the social media, Revdex.com, [redacted] CR etc. I did speak to Nick Popovich about this when it was a fresh subject. I doubt that he said that “ they don’t know what they are talking about.”  I did reduce the bill. While I was firm and direct, at no point was I hostile or rude despite his demeanor.
Not sure what format I should using here. This looks like a social media complaint rather than a Revdex.com. Please advise.
Regards,
Lance

THe electronic water pump failed on the vehicle. We replaced the water pump. THe vehicle is operating properly. Please close this case.

From: [redacted]<[redacted]>Date: Thu, Nov 6, 2014 at 4:59 PMSubject: RE: Complaint ID #[redacted]To: [redacted] <[redacted]>
Thanks so much…
[redacted]
Executive Assistant to
Louis C[redacted], President & CEO
Marc C[redacted], Vice President
Priority 1 Automotive Group
110 West Road, Suite 500
Towson, MD 21204
Direct: ###-###-####
Fax:  ###-###-####
[redacted]
From: [redacted]<[redacted]>Date: Thu, Nov 6, 2014 at 4:59 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, 2014 at 2:11 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[redacted], President & CEO
Marc C[redacted], Vice President
Priority 1 Automotive Group
110 West Road, Suite 500
Towson, MD 21204
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®
1411 K Street NW, 10th Floor
Washington, DC 20005
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From: [redacted]<[redacted]>Date: Mon, Dec 1, 2014 at 3:26 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[redacted] President & CEO
Marc C[redacted] Vice President
Priority 1 Automotive Group
[redacted]
Towson, MD 21204
Direct: ###-###-####
Fax:  ###-###-####
[redacted]

If the samples are different then get then tested. I have also contacted BMW to investigate. If 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 response. If 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 towed. Imagine 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 weak... You 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 warranty. When 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]

Rude service advisors - feel as though THEY are doing YOU a favor to provide you service.
Kept waiting 45 minutes until service advisor was "ready" to see me.
Have had 5 tires put on car in 25K miles. Each time they blame it on the road. Unable to fix other problems after 10 times for same issues. Service person took my car home without my consent for weekend "test drive" put 180 miles on it and had the nerve to charge me for the gas. Would not admit any wrong-doing but said that I would get car detailed and full tank of gas. I got the detail but they never made good on the gas.
The service people are very rude and basically laugh at you when you become upset with their inferior service and practices. No sense in reporting to BMW North America - they just send your letter back to the dealer. Also, once you fill out your survey in a negative manner, they will not send you another survey. Find ANY other BMW dealer in the area before trying BMW of Rockville.
Went to the sales center and asked to speak with the owner because I was so upset. Owner would not even come out of his office. Instead he let me sit for 30 minutes in the showroom without any intention of coming down. After 30 minutes, I went back to the receptionist and she told me that the service center asked that I come back down.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 months. I 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]