Rockville Cars

Review: I upgraded my car by starting a new lease at the same dealer ([redacted] of Rockville) I have my current lease. The plan was to end my current lease earlier and upgrade to a new car without having to wait for my current lease to finish (Aug 8th 2014).

After having an amazing experience with my sales representative, Brandon K**, the car finally arrived to the dealer.

I had a concern about my current lease since the new car arrived 6 days after I had paid the month of July for my current lease and I was not going to get the new car if I would have to pay the month twice.

I explained my concerns to Brandon and he told me not to worry about that because we were going to talk with finances about that and I should be able to pay only the extra amount.

After the sale was completed I ended up paying the first month of my new lease assuming there was going to be some kind of refund because 6 days ago I had already paid for my other lease (note that I was willing to wait 3 weeks for the new car in order to avoid having to make 2 payments in one month).

I tried to reach them again but I was told that nothing can be done and no one from [redacted] Financials took the time to explain me why (this also happened after they made me go back to the dealer again to re-do the whole contract again because they made a mistake)

Finally I was contacted by Miss G[redacted] via phone (customer relations) and I explain her my concern, she advised me that someone from [redacted] financials was going to call me to talk about this issue; however, [redacted] never gave me a call back.

I have been a good customer with them for over 3 years, the least I was expecting was a valid explanation on why they could not give me back my credit even with a gift card from [redacted]. Not hearing back from them is what made me decide to fill this complaint.

I do have the email in which I was explaining my sales rep about this issue PRIOR to buying the car. Just to proof that this has always been a concern to me and they could have put the customer first in order to give him the best possible experience.Desired Settlement: A way for them to refund at last part of that money I paid for a car I don't have anymore.

The way does not matter.

I also expect an apology from them for not getting back to me and assuming that everything was good (at this moment all I am thinking is that after they collected my money I do not exist for the anymore)

Business

Response:

[redacted],Thank you for being a loyal customer at [redacted] of Rockville. Brandon got most of our management staff involved in the request for payment reimbursement from [redacted] 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 [redacted] 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 [redacted] 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[redacted]General Manager[redacted] of Rockville

Review: My complaint is criminal in nature. BMW of Rockville is indirectly committing and causing it's customers to commit insurance fraud.

After the 4th attempt to fix a check engine light on my 2012 BMW[redacted] I was told that my fuel was contaminated and that BMW would not repair my car. I was told that they had a number of such cars and that other customers were going through their insurance. I was further advised in writing that my entire fuel system needed to be replaced and the cost would be over $16,000. My wife was also provided a copy of the contaminated fuel which we still retain. While we contacted our insurance agency and were told that they could cover the repair I also checked with the service station where I filled the other car and other BMW, [redacted] and [redacted] dealers to see if they had any reports of contaminated diesel fuel. They had not.

I then took the car to BMW of [redacted] and told them about the issue. On the second attempt they finally found the problem- a fuel heater element. They also found no evidence of contaminated fuel and put that in writing. I can't say enough good things about their service department and the people who work there. Everyone- and I mean everyone- was extraordinarily helpful and sympathetic.Desired Settlement: I want the mechanic and the service manager fired. I will never go back to BMW of Rockville until they are. I don't believe the owners would condone these acts and they should be made aware of them. I don't think the service advisor was complicit and while the service manager may not have been he was certainly too incompetent to wonder why he was seeing multiple instances of contaminated fuel in cars that were from different local areas. Please note the only other complaint I ever made to Revdex.com or BMW regarded the same dealership charging my wife over a hundred dollars to tell her that the BMW we owned at the time wouldn't accept bluetooth. The owners apologized and refunded the money. We were so delighted we bought the vehicle described above from them.

Business

Response:

BMW of Rockville still has the contamined fuel saple taken from their vehicle. We do not know want is in the fuel but it is much darker than diesel fuel. BMW of [redacted] replaced every component of the fuel system under warranty whick BMW paid them over $11,000.00. So it appears that [redacted] just covered a repair under warranty that the customer shoukld of paid for...

Consumer

Response:

[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] Review: [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]

Business

Response:

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 ????

Consumer

Response:

[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] Review: [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.

Review: 6/21 Bought vehicle for $36k after taxes and fees

Told by sales rep that vehicle has never been in accident or had prior work done to vehicle and even showed clean [redacted] report.

Taken to mechanic and car appraiser who both stated otherwise, with appraiser stating paint work done to vehicle and showed paint density meter and repaint marks inside door.

Vehicle sold as excellent condition and overpriced vehicle while being basically lied to and misrepresentation of vehicle and conned into overpaying for what is best at "good" condition.

Dealer admitted to lousy paintwork on vehicle and laughed in face stating wouldn't do anything.

Attempted return but dealer only willing to "buyback" for $10k less than purchase price a day after purchase.

Filed complaint with Attorney General's Office in July, no word yet.Desired Settlement: Return vehicle minus mileage and original fee charge and give refund check.

Business

Response:

August 23, 2013

State of Maryland

Office of The Attorney General

Consumer Protection Division

RE: Case No.: [redacted]

Dear **. [redacted],

I responded to **. [redacted] after receiving an email referencing the situation and his interaction with my management staff a few weeks after the vehicle purchase. He did state that he was going to contact both the military legal department (JAG) and the Office of The Attorney General. I will recap what my response was at that time.

I would like to begin by saying that our company is not in the business of deceiving customers or misrepresenting our vehicles. Our employees do not assure customers that there has never been any work done to a vehicle since they have not been with the vehicle throughout its ownership period. Our customers are welcome to have a vehicle independently evaluated before the purchase if they so choose.

We evaluate each vehicle that comes in to our dealership either by auction purchase, trade in or off lease vehicle return. Many of the vehicles have had paint work or body repair that is consistent with a large metropolitan area, while most of these vehicles have never been in an accident. When evaluating a vehicle for resale, we use our expertise to determine if the vehicle meets our standards for a retail sale.

A vehicle that has been reconditioned does not preclude it from being an "excellent" vehicle for resale. Part of our vehicle reconditioning process is to present the vehicle in the best possible condition and that occasionally involves painting or repair. Although this particular vehicle was not a Certified Pre-Owned vehicle, the manufacturer has guidelines when reconditioning a vehicle for its Certified Pre-Owned Process that involves painting of complete panels if a scratch on a panel is in a specified area and greater than a specified length. It would not be uncommon for a vehicle that has a large enough scratch or scuff on the plastic fender (in this case) to have it replaced or refinished. The adjacent door was refinished by BMW of Rockville because it had a large scratch on it that could not be removed by buffing or sanding.

We did appraise this vehicle both before the previous owner ordered their car and when their new car arrived. Our appraisal figures are stored and time stamped along with the relevant market data. The appraisal valued this vehicle as a normal vehicle, not one that had the value reduced because of any previous damage. The [redacted] report indicated no prior accident and was shared with **. [redacted]. We offered **. [redacted] that very same figure even though the [redacted] report would now indicate an additional owner in a short period of time. We advertised the vehicle for sale at the current retail value and **. [redacted] purchased it for $33498. The current market value remains at approximately $32,000 when using the consumer indicators such as NADA and KBB. The two companies' evaluation of the vehicle is consistent in that the vehicle had been reconditioned but do not diminish the market value of the vehicle. We try to accommodate the requests of our clients when possible. Our management staff tried to convey our processes and criteria for the vehicles that we offer for sale to **. [redacted] without success in this case. **. [redacted] wanted to return the vehicle and even suggested to the Pre-Owned Manager that he could contact the lender and claim that he falsified the information on his credit application to void the transaction. The Pre-Owned Manager advised against that.

I would be happy to supply any of the above mentioned data that may help in validating the information.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because for all intensive purposes, this is still considered vehicle fraud for not disclosing key information like extensive paintwork done to a vehicle prior to the agreement to the sale of the car. BMW of Rockville's estimation of the current vehicle value at around $32,000 +- a few hundred is under the assumption that the vehicle is in excellent condition. KBB states on their website that a vehicle in excellent condition "has never had paint or bodywork and has an interior and body free of wear and visible defects."

Review: Merchant mis-daignosed car problems and thus repaired/replaced a multitude of non-faulty items, generating a bill of ~$2,600. After paying and after driving the vehicle for short distance, I discovered NONE of the faults had been repaired. I took the vehicle back to have the issues resolved and the merchant ended up replacing a variety of different and unrelated parts, solving all problems. Problem is, cost of the required repairs should have been ~$900, yet the merchant refused to refund the difference between the proper and fair cost and the amount I paid. They also failed to return any of the "defective"parts that they replaced in the first visit, thus inhibiting my ability to identify the shoddy work upon pickup and my subsequent ability to prove their faulty work, except of course the fact that they did re-service the car and replace a number of parts at no extra charge, thus proving that they recognized their culpability. I raised the matter with the merchant immediately and spent a approx. a month seeking resolution direct with the merchant (all fully documented), to no avail. I subsequently sought relief through my credit card company ([redacted]), however, after many months they concluded that while the merchant's service was clearly incompetent and the response reprehensible, it did not rise to the level of outright fraud, which was the standard required by them to enable recovery funds from the merchant.Desired Settlement: I would like the receive a refund of the difference between what I paid and the amount that would have been actually due for the useful repairs rendered, which I estimate to be ~$900, resulting in a refund of ~$1,700

Consumer

Response:

After much effort on my part and the assistance of a very capable fellow at the [redacted] County Consumer Protection Dept ([redacted]), my issue was brought to he attention of the owner of the business and he resolved the matter promptly to my satisfaction.

Review: On September 12, I took my vehicle in to get an estimate. Jason B[redacted] thoroughly inspected the vehicle & provided me an estimate for $1566.69. On 9/16, I returned to drop the vehicle for repair & paid the balance in full. There was a push to use insurance. I clearly stated to their staff that I was in a dispute with the other automobile insurance company & I was paying for the repairs myself. Cesar suggested that I use my own insurance & told him that the expenses weren't significance enough for me to get my insurance company involved. After I paid the balance in full, I was concerned when Cesar stated that the updated estimate would be a lot more than what Jason had quoted. It was odd because Jason inspected the vehicle, but Cesar had not inspected the vehicle at that point. Later that evening, I received another estimate from Cesar O[redacted] for almost 3 times the amount of the original estimate. At that point, I decided to get the insurance involved. Two weeks later, I received a call from a rep stating that my vehicle was ready for pick up. She called me back 30 minutes later & said it was not ready since they were waiting for the insurance company to review & sign some documents. She then transferred me to Jason who reiterated the same thing. However, he said I can pick up the vehicle if I pay the balance so I agreed to avoid further delays. While inspecting the vehicle, I inquired about the insurance company visit, Jason told me that he canceled it. I attempted to pay the balance & Jason told me that I could not pay using a credit card (this was not mentioned prior to arrival) because the balance was more than $1000. I disputed the fact & told him that I would report the company to the credit bureau. After a heated discussion, he came back with a check written to me by the Insurance company. The Insurance also worked with them to reduce the balance from the final estimate but this was not stated to me by Cesar. I was forced to sign the insurance check over to them.Desired Settlement: I would like the company to send me all the paperwork associated with repairs (not limited to a copy of insurance check, insurance estimate, agreed amount for the final repairs, and the final bill)

Business

Response:

From: Jack S[redacted]

Sent: Friday, November 07, 2014 8:17 AM

To: [redacted]

Subject: FW: BMW of Rockville Revdex.com Complaint ID [redacted]

Review: Summary:

BMW of Rockville did an alignment for me. When I left, my alignment was noticeably off. I brought my car in shortly thereafter--after about 20 miles. BMW of Rockville was overbooked. They scheduled me for service a month and a half later. When I finally arrived, they used the time passage to deny the warranty on their work. They charged me for another alignment. During this alignment, they discovered a new problem. They corrected the problem, then charged me for a third alignment. They had delayed service, then used the delay to deny their guarantee. They charged me three times for the alignment I came in for. They delayed service and used that delay to deny warranty to their work.

Detail:

I brought my 335i in for alignment in late August. They found multiple issues with the car which cost $1,464.99 to repair. I picked my car up on August 29.

I immediately noticed the car’s alignment was still off. I brought my car in as quickly as possible--after about 20 miles (one commute to work). BMW of Rockville had no available time so they turned me away. They took my name and number. They called a week later, and scheduled me for October 17.

When I arrived, they ran another alignment. They discovered a “new” problem. After fixing it, they had to align the car again. They charged me for both alignments. They were able to bill my warranty company for an additional $947.50.

I understand why the passage of time makes it harder for them to honor their warranty; they suggest that I could have hit something. I get it. This is why I came in immediately. I should not be faulted for their decision to schedule me a month and a half later.

It is important to note that when I brought the car in on October 17, there was nothing noticeably undrivable about the car. The only problem was the original faulty repair. I would otherwise not have brought the car in. Furthermore, I’m not convinced that this new problem wasn’t part of the initial series of problems.

I brought this concern up when I first arrived on October 17, then again to Russell W[redacted] over the phone around 3:30 PM on October 21st.

As it stands, I’ve paid for repairs, plus three alignments.Desired Settlement: BMW of Rockville should not have charged me for either of the second two alignments. The two additional alignments should be refunded.

Business

Response:

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.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Eventually the dealership met me half way, and I am satisfied.

Review: [redacted] Dealer in Rockville, MD - STAY AWAY, if you value your time or hard earned money!
I took my 535XI to be checked at this dealership due to a message coming from the computer: "high battery drain." The service advisor, MrBeaver H*, assured me after his techs had spent more than an hour investigating, that the issue was due to an "IBS cable" and that it would cost $to replace itI point blank asked if he was completely sure that cable would solve the problem and I was told "it sure will"After all, I certainly wouldn't OK a costly repair that was a "maybe."
So based on that assurance I sanctioned the workNext day the service advisor called and informed me that they replaced the cable but the issue was still there and that they now suspected the batteryI told him that it couldn't be the battery as it had been replaced less than months ago and I had it tested twice before I brought my car to the [redacted] service centerBased on this news, I requested that they waive the charge for the cableThe service advisor refused, and suggested I speak with the service manager, MrLance M[redacted]
I called MrM[redacted], and after days of talking, it was very evident that nobody in that "service center" knows what they are talking aboutThey wanted me to put in a new battery and leave the car for another round of investigations (and, of course, more unfounded charges)Based on criteria presented to me I thought-- and rightly so-- that I should take my car out of there, as they proved themselves to be inept
I again requested waiving the cable charge as replacing it did NOT fix anything in the car and that I had agreed to replace the cable with MHo's assurance that doing so would solve the issueMrM[redacted] became hostile and told me that my car is ready and to come take it before EOB that same day or else I would be charged $90.00+ per day for not returning the loaner, beginning the next morningAnd, he reiterated that they would not waive anything
I decided to call the dealership's General Manager (GM), but, in his absence spoke with a very pleasant gentleman (Assistant GM) MrNicholas P[redacted] He listened to my complaint and asked me to let him speak with the service manager and call me backWe did that twice and after talking to the Service Manager twice, the Assistant GM told me he was told "they did the work and have to charge for it!" and that "honestly speaking they do not seem to know what they are talking about." I repeated my request for a waiver of the cable charge but was denied that, and the best the Assistant GM was able to do was a 10% discount on the part (BTW, this discount is offered to anyone under this month's promotion!)
So, I wasted days, $and a was subjected to a great deal of aggravation because of an inefficient and unreasonable Service Manager who could not see that it was his team's mistake
minutes into driving the car off the service center, the "Check Engine" light came onThis light has not been there before and I am definitely not bringing the car back to this unprofessional and unreasonable dealer
[redacted] Rockville could not correctly and professionally diagnose my car's problem and refused to do the honorable thing by not charging for something I did not need in the first place
Thus, I encourage all [redacted] drivers to stay far away from the Rockville [redacted] Service Center if you are looking for quality service to your vehicle -- and do not have a boatload of money to throw away!Desired Settlement: Full refund of the unnecessary work that was done
Business
Response:
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 performedI 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 ofAnyway, 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 requestingThe customer declined these additional servicesJ.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 vehicleUpon performing the oil change we also performed a "multi-point inspection" of the vehicleThe technician noted multiple concerns which needed to be addressed, one of which was unsafe tiresJ.Cbrought this to the customers attention and all recommendations were declinedJ.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 managerI 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 washI 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 departmentI 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 fadedI 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 customersI 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 wheelsThe 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 serviceUpon 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 shotTo 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]
Consumer
Response:
[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]
Review: [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,
Business
Response:
From: Allison G[redacted]
Date: Fri, Nov 7, at 11:AM
Subject: FW: Revdex.com COMPLAINT - [redacted] ID #[redacted]
To: [redacted] <[redacted]>
Cc: "[redacted]" <[redacted]>
Hello Ladies,
See below for our response to this complaintApparently, another response for a different complaint was input as the response for this complaintOur 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: ###-###-####

Review: Substantial automobile repair work commissioned and paid for to render the car in safe condition for normal operation. Dealer was paid total of $6548.77, and worked on car for multiple weeks, and car was returned to dealer 2-3 times to get the work right.

On September 1, 2014, only the second time the car was operated after the repair work was completed, the vehicle failed completely while driving on Interstate **, exposing my 21-year-old son to a potentially catastrophic situation. The car lost all power, and my son was able to maneuver to shoulder. [redacted] sent tow truck. Tow truck delivered car to [redacted] dealership in [redacted], charging $450 for towing.

Dealer refused any responsibility, and said I should have the car further repaired in [redacted], driven back to Rockville, and the dealer ..would be fair,. to me if I traded in the car and purchased another one in Rockville.

Fortunately, a human tragedy resulting from this irresponsible repair was avoided, but it has caused me a loss of the amount paid to [redacted] of Rockville, $6548.77, plus $450 in towing charges, for a total of approximately $7000.

Thank you for your assistance.Desired Settlement: Refund of $7000

Business

Response:

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

Review: BMW of Rockville has had my vehicle for 4 months (dropped off September 3rd 2014). During this time, additional damage has occurred to my vehicle, and they have not performed the repairs requested. They have now maxed out my warranty doing repairs that were not requested, that were due to damages caused by them, or that did not fix my vehicle.

As well, during the 4 months, I have been notified that my vehicle was caught speeding doing 64pmh in a 30mph zone at a golf course, and the ticket has been placed on my record. As well, during this "joy riding"...my car was damaged in a possible accident. The dealership refuses to provide me with any information regarding who was operating the vehicle, or how the damage occurred. They are also refusing to provide documentation acknowledging that they were the ones operating the vehicle when it was ticketed for speeding and when the damage occurred. (For all I know, it could have been a hit and run?)

At this point, I have a vehicle that may or may not be operable and a warranty that has been used up ($15k+ in repairs that did not fix the issue).Desired Settlement: 1) I would like to request a refund of the full $15k (approx.) that was paid in repairs, so that I may take the vehicle to another repair facility to have the vehicle repaired.

2) Due to them having the vehicle for 4 months, I have been without the use of the vehicle from September 3rd until November 21st (they finally gave me a loaner after the damage was discovered). I have had to borrow other vehicles or rent cars during this time. At a daily rate of $40 (rental company) or $99 (their rate) this would be an additional 79 days for $3,160 to $7,821.

3) An amount of $20,000 to cover any future potential issues with the vehicle resulting from the damage they caused, or from the potential legal issues resulting from the speeding and/or possible accident.

4) Punitive damages as a multiple of the amounts above.

Review: I came here for the first time Saturday 6/28/14 for a simple oil change and came home with 4 ruined wheels. The damage looks to be from the use of chemicals that stripped the clear coating from all 4 wheels. Service Manager Scott C[redacted] was no help denying any wrong doing by them.

The car was not used since the car was serviced on Saturday 6/28/14, the service center was closed on 6/29 so I returned Monday 6/30.Desired Settlement: I would like the wheels refinished at the dealers expense because the damages made were not by me.

Business

Response:

From: Scott C[redacted]

Date: Mon, Aug 11, 2014 at 5:13 PM

Subject: Response to complaint #[redacted]

To: "[email protected]" <[email protected]>

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 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.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 (BMW 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 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[redacted]

Review: On Friday, June 18th, I pulled into BMW of Rockville for a service concern I was having. My gears were shifting hard and I needed them to review it, as it is under warranty. At 8:52 am, I texted my service adviser Robert S[redacted] to advise him that I was in the bay at the service center. At that point, an attendant escorted me inside the service center for me to wait for Robert. I did not do a walk around on my vehicle NOR did I sign a customer acknowledgment. I waited for roughly an hour before they sent out a service foreman to test drive my vehicle with me to replicate the issue. As he and I walked toward my vehicle I noticed damage to my front fender. I naturally was shocked and asked him what happened to my car. He took me inside to meet with the Service Manager, Lance M[redacted]. Mr. M[redacted] told me he was going to evaluate the situation and then showed me a "walk around sheet" that showed my vehicle had frontal damage...but it did not have my signature on the sheet (I believe strongly they fabricated the sheet after the damage was done). He had me sit down to wait some more and then brought me into his office, and showed me his pictures of my vehicle. The image is completely pixelated and you cannot see a single thing on my car, on his surveillance images. Mr. M[redacted] had the audacity to point to a pixel in the image to tell me that it was clear and convincing evidence of previous damage to my vehicle, as if I were blind or stupid. Even if it was clear evidence of damage, the problem is, is that the time stamp on his image was at 8:57 am. I arrived at 8:52 am, which I have screenshot evidence of, and it would have given them plenty of time to drive the car, damage the car, and then return the car to their bay at 8:57 to make it look like the damage was there...even if you could see anything on those itic images. Mr. M[redacted] told me that he is absolutely not going to assume liability for the damage.

I just got my vehicle repaired today through my insurance because I had to travel...but by no means is this damage my responsibility. Mr. M[redacted] and BMW of Rockville set up this cover up for their error and MUST be held responsible for what they have done...after all they are ruining the relationship with me as a customer for a HUGE lump sum of $585.71.

I am so appalled and will not rest until justice is done here. I need your help in advocating for me against their lack of principle.Desired Settlement: I want them to cooperate with my insurance company, as they should, and let my insurance company subrogate the claim and return my deductible to me. I also want a sincere apology for their lack of cooperation thus far and for inconveniencing me as I will not be able to use this service center ever again.

Business

Response:

[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

Review: I took my car in for servicing (under warranty) a few months ago around Thanksgiving (2013). They had my car for over a week and I finally got it back. I drove it to my office which is exactly 1.1 miles away (via mapquest) and from there I drove it directly home which is exactly 11.38 miles. The next day I drove it back to work and then had to take it to [redacted], MD to pick up a relative. On the way I decided I should stop to get some Gas and it was raining that day. As I was getting gas I noticed smoke coming out of the hood but I didn't think much of it because I had just got my car back from being serviced from the BMW dealership. Also, it was cold and rainy and thought maybe the engine was hot and causing it to smoke. As I was about to pull out of the Gas station something didn't seem right so I sat in the parking lot and then a light comes up on my dash. I [redacted] it and it had to do with the engine oil.

I check under the hood and unscrew the top to find that it was bone dry (the engine fluid area). I have pictures in the rain to prove that there was no fluid in there. My car breaks down before I can get to a safe place and it took me 5 hours to finally get it towed to BMW of Rockville. I confront BMW but they made it sound like the technician did put oil in but it must have leaked out. This is a vehicle I drive everyday for work but on top of that I was driving an unsafe vehicle on a rainy day and it could have been fatal. My car does not feel the same ever since.

Not putting engine oil in a car and driving it around does severe damage to the engine which takes many, many years off of the lifespan of the car.

If I need proof I have all of the pictures of my engine. On top of that my drivers door panel was basically falling off when I received the car back (they did not properly put the door back on) and I couldn't open or close the door as I was easily able to prior to getting the service. My car is something I paid for with my hard earned money and to know that it is damaged due to the DEALERSHIPS lack of "care" because it was being serviced under warranty which I ALSO PAID EXTRA FOR is unacceptable.Desired Settlement: I would like a replacement or a refund because it is damaged due to the dealerships lack of care.

Business

Response:

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.

Consumer

Response:

[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]

Review: [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?

Review: My car was brought to BMW of Rockville, and they did a diagnostics which showed 4 repairs that needed to be done. The immediate need was for the coolant hose which had leaks. I was charged a total of Close to $500 for this repair, before I picked up my car I got a call saying I have to be careful because there are other leaks in the coolant hose. I have saved this mmessage, so what repair did they do that the hose is still leaking? It is still unsafe to drive!Desired Settlement: Correct and complete rpair so there are no more leaks, thats the reason why in the forst place it was brought to BMW of rockville to have it fixed and I am told thwere are still leaks in the coolant???

Business

Response:

The vehicle was towed in for a coolant leak, which we repaird with no further coolant leak. We advised the customer we could not guarantee that she would not have any further problems with coolant issues due to the age and mileage of the vehicle. We also gave her an estimate for "oil" leaks that the technician noticed when doing the coolant leak repair. THe vehicle was not leaking coolant when it left the dealership...

Review: 6 Weeks ago my car experienced a faulty water pump. While the car was in the shop I also had them check my turbo chargers. They indicated that they where faulty as well. It took about 4 weeks to complete this work (No fault of the dealership as my after market warranty was dragging their feet).

During this process there was a transition from a loaner car to a rental car that was not explained to me properly. Because of this misunderstanding they charged me $100 for one day of loaner car without my permission. Their manager promised to investigate the matter latter but never got back to me until I reached out to him for a later problem.

- Problem 1 ) Charging me $100 for one day of loaner car without explaining the proper process to me before hand.

- Problem 2) Their manager did not return my call after stating that he will research the extra loaner charges and get back to me.

After 4 weeks I picked up the car (Paid ~$2500 in addition to the !$3000 the warranty paid them)

- problem 3) They utilize a labor system called KSD that is substantially over estimates and charges the labor hours. Checking with multiple warranty companies I haven't found a single company that are wiling to match their estimated hours.

A Day later I noticed that my rain wipers are not functional and the air vent on the passenger side had been broken. I immediately reported the issue to my rep and he asked me to come in. Next day they reported to me that the issue seems to be more serious and a light bulb is burned out as well. It took them ~2 weeks to actually find the issue with the wipers.

- Problem 4) incompetent or over worked technician can't find the issue for ~2 weeks.

My wiper, light and air vent where all working before I dropped the car off 6 weeks ago. All these 3 issues are caused by them and they should be responsible for it. They have reached out to my warranty company again and got them to agree to pay a portion of the wiper problem. To resolve the wiper issue they want ~$750 more. They gave me a quote of +$350 to change the light bulb. I refused that and they never gave me a quote for the air vent.

After a long conversation with their manager they were not willing to take responsibility for any of this.

- problem 5) not taking responsibility for damage done to the car during the time they had it.

- Problem 6) failure to provide proper customer service.Desired Settlement: At a minimum I should be refunded.

-$100 for the loaner car.

-~$750 for the wiper repair.

-the high light bulb and air vent broken while the car was with them should be replaced at no cost to me.

I also suggest for them to review their customer service. I love BMWs but after this experience I doubt I will ever buy another one.

Business

Response:

Owner was informed on May 6 that he needed to return the courtesy BMW loaner car the following day and that he needed to arrange for an [redacted] rental car that his extended warranty company would pay for. He received a call from us on May 7 in the early afternoon reminding him that the car was due back that day. He came in after 6 pm on May 8 to drop off the loaner car. He 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 noon. The loaner policy that he signed details that overdue cars would be charged at the rate of $89.99 per day. This was explained to him. Car was here from May 1 until June 5 while his extended warranty inspected the car and authorized the needed work. They elected to send us an aftermarket waterpump and a set of used turbos. The turbos they sent came in wrong - twice. This work would normally take less than 5 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 95585 km on May 1. Also, on page 5 it shows that we cleared these faults. Car came back on June 7 at 59,458 miles at 4pm about 58 miles after it left here with the following complaints: 1) Wipers inoperative 2) Passenger airvent in the dash would not adjust. We provided the owner a courtesy BMW loaner car at time of drop off. On June 9, we scanned for faults and found faults for the wiper relay and the wiper motor. The 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 owner. On 6/11, we sold 3.5 hrs which totals $486.50 of diagnostic time to determine the cause of failure. On 6/13, we determined that the wiper motor had failed. The 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 replacement. Also, the first fault for the wiper relay was stored 52 miles after the car left here, the subsequent fault for the wiper motor was stored 5 miles later. On June 16, we contacted the owner's extended warranty company who authorized the replacement wiper motor. It 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 work. The work was completed on June 18. 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 vent. The plastic louvers are controlled by a plastic rod that attaches to a plastic tab inside the vent assembly. The connection between the rod and the tab has failed. The car came to us with headlight faults on May 1 when the car was dropped off initially. At 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 [redacted]. Sincerely, [redacted] Service Manager

Review: I took my car to BMW of Rockville to have a radiator fluid level warning light repaired approximately 1 month ago. The vehicle did not display any signs of overheating or coolant leakage, just an indicator light that intermittently turned on while driving. After inspecting the car, I was informed by the service representative that the radiator expansion tank was cracked and subsequently had the expansion tank replaced along with the thermostat, both radiator hoses and the temperature sensor in the lower hose. After paying over $1800 for these repairs, I drove two miles off the lot and the car overheated. The coolant/temperature gauge went to the maximum temperature on my dashboard. I immediately turned around and began to slowly drive back to the BMW Rockville Service Department, while on the phone with the service rep. When I pulled into the service dept, there was smoke coming from under the hood of the vehicle, so much so, that the service rep who greeted me informed me to open the hood and step out of the car. At this point, I met with the service rep, Robert, and the service manager in at the time, [redacted]. They said they would immediately look into what happened and would let me know as soon as they had an answer. My car was subsequently at the BMW service department for another week, at which point I was told they were never able to duplicate the overheating episode and thus could not find anything wrong with the vehicle at that time. I was told to return if I experienced any further related issues. I drove the car home and did not experience any other issues until Saturday October 5. That morning as I drove the car to run errands, there began to be large amounts of smoke coming from the exhaust pipes, a burning smell coming through the vents, very rough idling, a knocking noise all followed by the "Service Engine Soon" warning light on the dashboard. I immediately drove the five miles back to the BMW of Rockville Service Department and promptly asked to speak to a manager. I was again met by [redacted], who from the very first interaction with myself and husband was rude and defensive, blaming the issue on the car being "an older car with a lot of miles". The car is a 2006 X3 with 130,000 miles. I informed **. [redacted] that I was very well aware of the vehicle's age/mileage, however, was also aware of the fact that the vehicle had driven perfectly, without any issues up until I initially brought it in to be serviced in September. I was given a loaner car and told they would look into the issue. After waiting nearly five days for a diagnosis, I was informed that the issue was a failure of the crank case vent valve and hoses and this was completely unrelated to the previous issue of the vehicle overheating. This repair would cost $1200. After speaking with two other reputable BMW mechanics as well as my father-in-law, who is a manager at a BMW dealership in Atlanta, I learned that the crank case vent valve often fails due to temperature extremes, i.e. overheating or freezing. Being that we haven't had any freezing temperatures since last March, I'm led to believe that this failure may have been caused by the overheating episode my vehicle experienced after its initial repair. While this failure could possibly be a result of wear and tear, there appears to be too much of a coincidence in this situation. When my husband attempted to address this issue with **. [redacted], as well as the General Manager of the dealership, Ric Vitek, via a conference call on 10/11/13, there was absolutely no effort made on the behalf of management to rectify the issue, in fact the only thing we were told repeatedly was that the car is old and high in mileage. My husband was told that this was absolutely a wear and tear issue and in no way related to the issue of the vehicle overheating, therefore we would be responsible for the full repair amount of $1200. The only thing we asked was for a splitting of the cost since there was no way to definitively rule out that the initial repair issue did not cause this secondary issue. After spending thousands of dollars at this dealership and service center, I have never been so offended by a customer service experience. The sheer lack of customer service is reprehensible and I vow to NEVER return, or recommend this location to anyone.Desired Settlement: I believe we should not be expected to pay more than half of the amount of the repair due to the highly suspicious cause of this malfunction. This issue is much too closely linked to the previous repair for anyone to rule out a cause and effect definitively. As a high volume BMW dealership, there should be some effort made on behalf of management to show an understanding for customer concerns. As the consumer, we should not be treated as the enemy or as someone trying to take advantage of their business. We should be viewed as people who will bring repeat business, purchase new vehicles, and refer other customers.

Business

Response:

check message tab

Business

Response:

[redacted]

I have reviewed the above case with [redacted], who spoke with the customer. The repairs completed on October 11th have no connection with any previous problem or repairs performed on their vehicle. The crankcase breather was cracked and dry rotted(we gave them the old parts). These parts are located under the intake manifold and would not be affected even if the vehicle did overheat.

Thanks,

Fixed Operations Director

([redacted]