Roof Care Plus

We request the HOV "clean air vehicle" stickers for the convenience of our customersThe only reason we have the stickers is because we are ahead of the game, not mandatory from BMW corporateIf we dealer trade the car, we will mail the sticker to the corresponding BMW store, which in this case would be [redacted] BMWAt that point we are no longer responsible for distribution of stickers from other BMW store to their clienteleBMWUSA reached out to us on 2/11/which is the same day Mr [redacted] filed his complaint with the Revdex.comWe informed BMWUSA of what happened and also provided them with a form Mr [redacted] can fill out to request a duplicate since it seems to have been misplacedSince Mr [redacted] didn't purchase the car from us, we can not reach out to him as that would involve asking for personal information and he is not our customerWe followed up with BMWUSA today and were informed that they spoke to Mr [redacted] and he is now happy with the info BMWUSA provided to him based on what we communicated to BMWUSA

Approximately four days ago I received a phone call from the gentleman whose name appears in this complaint, he had indicated to me that he purchased a vehicle in December from [redacted] He also stated that he had referred a client to [redacted] and that in doing so [redacted] promised him some all weather floor mats for the referralThe customer also said that this was never promised by the dealership but was indeed a promise from the sales person who was personally going to pay for these Two months went by and the client could get no response from the sales person indicating that the sales person had blocked his phone number and that he was not returning emails or phone calls into the dealershipI told the client that I would research this for him and did In doing so I found out that [redacted] did promise the customer these mats but also that [redacted] had changed his phone to a San Diego number and he had not blocked the client at all [redacted] had also told the client it would be easier for him to purchase the floor mats at his local dealership which is in Northern California and that he ( [redacted] ) would pay for them, but this was not acceptable to the client who said that when he originally did this the wrong floor mats were sent to him so he wanted us to handle it an overnight the mats to himI subsequently told him I would do this and I would get in touch with [redacted] The Mats were ordered and they were overnighted to him and as of this email I am sure he has received themHe refused to allow me to explain that all I needed to do was get in touch with the salesperson I tried to smooth this over with him I told him that I understood his frustration and I was doing my best to get in touch with [redacted] but it took me a day to do so because he was off [redacted] D [redacted] ###-###-#### mobile ell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below So after reading the company's response I found not a single solution to this issue Regardless of the veh service history that by the way the veh spent over months in another dealer after BMW of elcajon damaged my car then failed to fix it right On top of this issues the car was in a police reported accident prior to being purchased It's the dealers responsibility to make sure veh they are selling are not in accidents and get sold over price I want the veh repurchased for the original amount This dealership , a Revdex.com awarded center has failed to abide by the laws of the state of California regarding lemon law veh Because of BMW of elcajon and [redacted] service manager my car has been in the shop the past year for just short of months for same concerns Also the failure to communicate on the dealers end when I atempted to resolve this issue was very unprofessional Couldn't even return a phone call Great service I would like the car repurchased for full original amount How can a Revdex.com awarded company be allowed to break the law and still be accredited Regards, [redacted]

I am forwarding this to our General Manager and General Sales Manager to get this resolvedWe should have a resolution as well as contact with Ms [redacted] Sincerely, [redacted] ***Service ManagerBMW of El Cajon

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I do not wish to receive a response from this individual again since it is confirmed that she has no authority to speak on company's behalf.Total and utter lies in her entire responseThis person should not be in a customer facing/talking positionShe has no listening skills as she repeats an statement over and over againI am working with the COO of the company for a resolutionHer written skills are worse than her listening skillsIn an e-mail sent to me that contained only three paragraphs, it is filled with spelling and grammatical errors.If you accuse someone, you better have the facts to back up the accusationShe will soon have an opportunity to commit perjury under oath.Speaking to the management of the parent company, it is not surprising to hear that I am not the first victim of this customer relationship rep.More to come Regards, [redacted]

All required DMV registration documentation was hand delivered to DMV on 2/8/Please see our DMV Clerk's comments:
Ok everyone this has been handled on February 8.*** personally walked this correction to a DMV field office.The deal was under Beach Transportation.At this point, the
processing is going to be in DMVs hands which we have little influence on.Sincerely, *** ***Service ManagerBMW of El Cajon

As previously stated, we stand by our decisionThere will be no other consideration in this matter.Sincerely, *** ***Service ManagerBMW of El Cajon

*** *** traded in his Mto BMW of El Cajon for a 335i During the process we discovered the trade (M4) had been in a major accident that hadn’t been disclosed to us and had yet to be added to the CarfaxThis was the cause for the value adjustment prior to finalizing the deal***
approached us after almost year of ownership and requested new tires and wheels as his tires had become worn and were in need of replacement (wear and tear)We offered to sell him a set at our internal costHe rejected our offer however has since reached back out to us to reconsiderOur offer is a goodwill gesture to assist *** in acquiring tires and wheels, more to his liking, at a reduced costIt is our best and final offer.*** ***General ManagerBMW of El Cajon

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

All required DMV registration documentation was hand delivered to DMV on 2/8/Please see our DMV Clerk's comments:
Ok everyone this has been handled on February 8.*** personally walked this correction to a DMV field office.The deal was under Beach Transportation.At this point, the processing is going to be in DMVs hands which we have little influence on.Sincerely, *** ***Service ManagerBMW of El Cajon

After researching the clients complaint, it has come to the dealerships attention that while working at BMW of El Cajon in our service department in some capacity, Mr***, purchased the vehicle in question on December 16th, Shortly thereafter, the client was having issues with the
vehicle and the dealership offered to purchase the vehicle back from the client or replace components in the vehicle (i.e., engine, etc)The client declined to have the dealership re-purchase the vehicle and opted to have the vehicle fixedUpon leaving BMW of El Cajon (employment) the client has since had his vehicle serviced elsewhere and all supporting documentation supports the dealership in not only disclosing the original ***, but also attempting to make the client complete by offering to repurchase the vehicle at the time

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have not received the refund and have received no communication as to when I can expect the refund
Regards,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not wish to receive a response from this individual again since it is confirmed that she has no authority to speak on company's behalf.Total and utter lies in her entire response. This person should not be in a customer facing/talking position. She has no listening skills as she repeats an statement over and over again. I am working with the COO of the company for a resolution. Her written skills are worse than her listening skills. In an e-mail sent to me that contained only three paragraphs, it is filled with spelling and grammatical errors.If you accuse someone, you better have the facts to back up the accusation. She will soon have an opportunity to commit perjury under oath.Speaking to the management of the parent company, it is not surprising to hear that I am not the first victim of this customer relationship rep.More to come.........
Regards,[redacted]

I am forwarding this to our General Manager and General Sales Manager to get this resolved. We should have a resolution as well as contact with Ms. [redacted]. Sincerely, [redacted]Service ManagerBMW of El Cajon

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First of all, I requested the quote on rims and tires because I was trying to get a better idea of what this is going to cost me if Bmw El Cajon have it this way not because of wear and tear (the tires are still less then 5,000 miles on them at most and are good for some time to come) I don’t feel like taking them up on the offer at the moment. The issue was all on the sales department and [redacted] who has since been fired, most likely to remedy the dealerships losses due to his problems I’m sure, but I haven’t been fully compensated. Finally, All of the parts ordered for the M4 were placed through you parts department and I wasn’t hiding the fact it was in an accident it was known. The fact the price was altered drastically last minute in a deal that was supposed to be contingent on the previous X1 car purchase and goodwill to a customer was not respected or honored. 
Regards,
[redacted]

Hello Ms. [redacted], My name is [redacted]. I am the General Sales Manager at BMW of El Cajon. I have been unable to reach you by phone. Our business office has refunded both your maintenance and Tire and wheel warranties. The payment has been sent to your BMW Financial account and is credited towards your balance. Since there is a lienholder on your car, we are not permitted to refund these directly to you.Please let me know if you have any further questions.Kind regards,[redacted]

We request the HOV "clean air vehicle" stickers for the convenience of our customers. The only reason we have the stickers is because we are ahead of the game, not mandatory from BMW corporate. If we dealer trade the car, we will mail the sticker to the corresponding BMW store, which...

in this case would be [redacted] BMW. At that point we are no longer responsible for distribution of stickers from other BMW store to their clientele. BMWUSA reached out to us on 2/11/16 which is the same day Mr. [redacted] filed his complaint with the Revdex.com. We informed BMWUSA of what happened and also provided them with a form Mr. [redacted] can fill out to request a duplicate since it seems to have been misplaced. Since Mr. [redacted] didn't purchase the car from us, we can not reach out to him as that would involve asking for personal information and he is not our customer. We followed up with BMWUSA today and were informed that they spoke to Mr. [redacted] and he is now happy with the info BMWUSA provided to him based on what we communicated to BMWUSA.

I am [redacted], the Customer Relations Manager that Mr. [redacted] is referring to. The situation: Mr. [redacted] called on Monday, February 15th around noon. I happen to stand with the receptionist as his call came in. One of the receptionists alerted me that she had a customer that was upset...

and that was asking to speak to our GM. Since our GM had just left the building, I asked her to transfer the call to me. I answered his call with (which is our standard procedure) "Thank you for holding, this is [redacted], Customer Relations Manager, how can I assist you?" He responded, in a rather condescending voice "why am I talking to you?" I explained who I am and how I could assist him, as it seems that there is a problem. He said "why am I talking to you?" and I repeated my answer. He then said: "are you deaf?" in a now VERY unprofessional tone of voice. I stayed calm and asked what it is he is looking for and I would be happy to help him, but would need to know what is going on. He AGAIN said "Are you DEAF!" screaming at me now. I asked again what is going on and then he asked to speak with [redacted]. I explained that she is not in that day, and again, to tell me more so I can direct him. He then said "I want to *......... talk to [redacted]!", screaming it at me. At this point I said that I am not talking to him any longer if he uses foul language like this and that I would hang up on him now. And at that point, I did. Our company has a zero tolerance for harassment and profanity. Yes, at some point did I explain to him that we are training a new receptionist, and in order to help her, I had asked her to send this call to me so I can see who the call needs to be transferred to. He constantly interrupted me when I was saying something. And I did not trash the receptionist, I was trying to defend them.Appx. 5 minutes after the call, he went online to take our survey, that comes after a purchase and rated us with the lowest scores possible, BUT to the question if he would refer people, he answered "definitely would". In the survey it was very clear that he took his anger and frustration out on us, when clearly, he was angry and/or frustrated about our phone conersation, and the survey is not a reflection of his recent purchase, which he had given us an excellent review on Yelp for (which he apparently just took down on Monday).Later that day I found out that Mr. [redacted] had also yelled and screamed at my receptionist on the weekend and used foul language on her. He also had this foul language and behavior to our General Sales Manager as well as Sales Manager when he called in for them over the weekend. It has also come to my attention that he had texted his sales person (female) unprofessional conversations. I did what I was felt was right, taking his call, as this is my role as the Customer Relations Manager and see how I can assist a customer, especially if there is a situation that needs resolution. At no time did I raise my voice to him or behaved unprofessional. In fact, I am the one that feels threatened and a personal attack on my reputation. Please let me know if I can assist in any other way. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]