Shelly B M W

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.
Regards,
[redacted]

Mr. [redacted],
My sincerest apologies for any inconvenience we may have caused you. As I had my team informed you, per the Loaner Contract you signed you are responsible for the condition of our vehicle.
Regardless of the mileage I have seen guest travel 2 miles and get in a car accident. I...

understand your frustrations, but unfortunately I felt that partnering up with you and lowering the cost of the tire from $400.00 to $204.00 was more than fair.
We will not be able to reimburse you, as per our agreement you are responsible for the loaner vehicle while you are using it. Again, my apologies for the inconvenience and for the way this may have been handled with my staff.
Respectfully,
[redacted]
Service Manager
Shelly BMW
###-###-####
###-###-#### fax
[redacted][email protected]

Good Afternoon Mr. [redacted],               My sincerest apologies for your most recent Sales Experience. I apologize that our Management staff did not get back to you in a timely matter. Please know that we do value your...

business and your time. My General Sales Manager, [redacted], has coached the Client Advisor and used this experience as a teaching tool for the rest of our staff.  We appreciate your feedback, and if you decide to give us another opportunity to service and or purchase a vehicle please reach out to myself, Maria Perez, or my General Sales Manager, Marcel [redacted], it will be our pleasure to assist you. My apologies once again for failing to meet your expectations.  Warmest Regards, [redacted]Service ManagerShelly BMW###-###-#######-###-#### fax[redacted]@shellybmw.com

Again, we are willing to diagnosis the vehicle at no cost to see what the air bag light is. The recall is not related the air bag light being on, and we informed the guest on his paperwork that further diagsis was needed at that time. He is welcomed to call BMW North America should he feel differently about the recall 1-800-831-1117.  [redacted]

Horrible BMW dealer. Bought a 2010 M5 from them and hated the experience and the staff. Would definitely not recommend this dealer for these reasons:

1) They sold me a pre owned M5 with modifications on it and claimed the modifications are safe(lowered car, aftermarket exhaust, aftermarket engine pulley, changed springs, changed anti roll bars).

2) I called the rep, he told me to come in a loaner car will be available, I got there to be told that they don't have a record of me reserving a loaner car. And they were rude about it blaming me for it.

3) Waiting in the showroom to buy the car I was hearing an employee(Manager it seemed like) yelling cursing at another employee, talk about privacy and courtesy. I felt very uncomfortable.

4) The service manager and technicians would not own up to their mistakes when they broke something in my car while installing something else. The excuse, "the technician is licensed he wouldn't make mistakes". The cars engine was replaced and two brackets were broken, they did not take responsibility to fix it.

5) All around stressful and full of haggle buying experience. I regret buying a car from them. No employee was helpful there, no one wanted to assist me or get close to trying to have me leave happy there. It felt more like a small used car lot experience rather than a "reputable" corporate BMW dealer.

Review: We have owned many BMW's in our lifetime. I just purchased an M5 a few weeks ago and wanted to get BMW to service it. My wife and I got our X5 serviced at Shelly BMW and spent almost $5K in the past year. I made my service appointment almost 2 weeks prior in order to get a loaner vehicle. I took my M5 for service and repairs and was given a loaner vehicle (White BMW 328i). The representative only went over the body of the car to make sure it was in good condition and if there were any dings or nicks. She never discussed the condition of any of the tires. I drove the loaner car about 15 miles and the right rear tire was low in air. I proceeded to a gas station to refill the air in the tire. I took my kids to their practice and noticed that the air in the tire was low again. I went back to Shelly BMW to get it looked at and they told me it had a nail. They asked me for my credit card to charge me for the cost of the tire ($400). To make things worse, they wouldn't acknowledge the possibility that the tire could have had the nail already before I took it out. To resolve the situation, the Service manager lowered the amount to the cost of the tire ($202.40) I just paid for a tire ($202) that could have been fixed for $10 and took my M5 out of the service department and left. The service on my M5 was not completed. I will NEVER go back there. I'm a business owner in the service industry and would never do this to a customer. This is outrageous!Desired Settlement: A Refund and an Apology

Business

Response:

Mr. [redacted],

My sincerest apologies for any inconvenience we may have caused you. As I had my team informed you, per the Loaner Contract you signed you are responsible for the condition of our vehicle.

Regardless of the mileage I have seen guest travel 2 miles and get in a car accident. I understand your frustrations, but unfortunately I felt that partnering up with you and lowering the cost of the tire from $400.00 to $204.00 was more than fair.

We will not be able to reimburse you, as per our agreement you are responsible for the loaner vehicle while you are using it. Again, my apologies for the inconvenience and for the way this may have been handled with my staff.

Respectfully,

Service Manager

Shelly BMW

###-###-####

###-###-#### fax

[redacted][email protected]

Review: I took in my car for repairs at the dealership and was given a loaner car to use until they finished doing service on my car. After a few days of using the loaner car it stopped on the freeway and the car was not drive-able. I had no idea what was wrong with the car, and had no one that I could call to help so I was forced to make a AAA account so they can come and assist me. AAA came out to assist me but once they came out they realized what the issue was and the reason why the car stopped was because it did not have an Diesel Exhaust Fluid. Although they came out, and attempted to assist me they were unsuccessful because it is a problem that they can not fix because they are not allowed to have diesel exhaust fluid with them. When I first got the loaner car the representative at Shelly BMW did not even check for diesel exhaust fluid. This is something that should have been checked before they gave me the car but it was not. Due to the fact they did not, AAA couldn't assist me and I was stopped on the shoulder off the freeway for over 3 hours. I had to pay someone to go buy me the correct fluid that I needed to get the car to work which was 16 dollars and I also had to give him gas to go buy it. When I told the same representative who gave me the car he said it was something that he never heard of. It is the dealerships responsibility to take care of this before loaning out their cars. Or at the bare minimum I should have been told about this before getting the car, or have the diesel exhaust fluid filled up. This happened the night of my sisters graduation which is time that can not be brought back.Desired Settlement: I would like the money that I spent on the diesel exhaust fluid, and the AAA call that I had to make, which was charged against me. I would also like to be compensated for the three hours that I had to wait from the time that I intentionally called AAA to when I was able to drive the car again (from 11PM to 2AM).,

Business

Response:

I was made aware of the situation by our staff, and apologized for the inconveience we may have caused them that day. We did offer to reimuburse our guest, and just needed a reciept to get that done for them.

We cannot reimburse them for their time, but I will reimburse them for the fluid with a reciept provided showing the cost. We have an SOS feature on our Loaner vehicles, as well as 24 hour road side assistance coverage that would have been able to assist our guest.

They choose to use AAA and we cannot control that. If the guest can provide a reciept showing what a call to AAA would cost, we may be able to reibmurse them for that.

Regards,

Shelly BMW

Service Manager

Review: My BMW purchase experience was completely ruined by Shelly auto and even when I emailed their top management I never event received an apology. Their are so many things that went wrong that I will just use bullet points.

1. Was told a car was in stock and drove 2+ hours to be told, we decided to send that car off to auction. Even though I was told right before I left to go see it that it was in stock. Seems like a scam to me.......

2. I was harassed by the sales guy to look at much more expensive cars which where not the model I wanted to get or the price range.

3. Was forced to go all the way to the back lot on a rainy cold day where we couldn't even see the car because one it was in a dark corner and two he didn't even have the keys. Which then he said oh let me try to get the keys........and never did.

4. He is obviously not familiar with their procedures or policies, since he told us that its listed as certified on their site because the car has low mileage and in good condition but if we buy it he will have it cleaned, tested and then certified.........I challenge him that, that order makes no sense and he said oh well of course in a condescending tone, when I was the one correcting him....??? what is sad is he is the top sales guy.......wow

5. After all that he had the nerve to drag us back and demand we put an offer in before he has the car moved to the front so we can see it......I don't know about you but I never buy a car I cant see or test drive.

6. He then told me "You need to make appointment to see the car" that why he didnt pull it for us. I said wait I need to make an appointment to purchase a car. I came ready to pay cash if I found the right car and I wasnt allowed to buy anything???????

7. By then I was fed up so I just said to since you wont show us the car and we cant test drive it then Ill just tleave. He had the nerve to answer "Yeah!" and laugh.Desired Settlement: They need to take action and suspend or have a penalty for their employees conduct.

Business

Response:

Good Afternoon Mr. [redacted], My sincerest apologies for your most recent Sales Experience. I apologize that our Management staff did not get back to you in a timely matter. Please know that we do value your business and your time. My General Sales Manager, [redacted], has coached the Client Advisor and used this experience as a teaching tool for the rest of our staff. We appreciate your feedback, and if you decide to give us another opportunity to service and or purchase a vehicle please reach out to myself, Maria Perez, or my General Sales Manager, Marcel [redacted], it will be our pleasure to assist you. My apologies once again for failing to meet your expectations. Warmest Regards, [redacted]Service ManagerShelly BMW###-###-#######-###-#### fax[redacted]@shellybmw.com

Review: On 11/12/13 my husband [redacted] took my car to [redacted] BMW for a routine oil change. Shortly after he arrived home with the car, we noticed an large oil spill in the drive way. We opened the hood and there was oil everywhere, like there had been an explosion. Immeditately, we contacted [redacted] BMW and they sent two mechanics to inspect the car. The mechanics said the cap was not properly installed and they drove the car back to the repair shop without adding any oil or calling a tow truck. The car was later reutrned me. On 01/16/14 I was driving down the street and heard a ticking noise coiming from the engine. I checked my oil level and there was no oil in the car. The car was taken back to [redacted] BWM and they said they couldn't find anything wrong. Another day passed and I was contacted again by [redacted] BMW because they finally heard the "ticking noise". Now [redacted] BMW is saying there is a problem with the lifters and the are trying to charge me for parts and some of the labor. I believe [redacted] BMW caused the problem by not properly conducting my oil change and because they didn't add oil after the leak occured and now they want me to pay the price. Please note that although my car is a 2005, I work from home and rarley drive. The car has less than 30k miles and I have never had any mechanical issues until [redacted] BMW ruined my car.Desired Settlement: I want [redacted] BMW to pay parts and labor to repair my car.

Business

Response:

Ms. [redacted]

Ms [redacted] is requesting [redacted] BMW pay for parts and labor to repair her 2007 525 BMW Vin # [redacted]

On 11/12/2013 [redacted] BMW performed an Oil and Filter change on Ms. [redacted]’s 2007 525 Vin #[redacted] as requested by the client. We were later informed that the BMW was leaking oil and had soiled the client’s drive way. Two technicians went the Ms. [redacted]’s home, cleaned up the spilled oil and added oil to the vehicle. At no time was the vehicle driven without the proper amount of oil in the engine. The Vehicle was driven to [redacted] BMW for further diagnosis. The BMW was returned to the client with a full reservoir of oil . Ms. [redacted] later called [redacted] BMW Service Manager and spoke to the Shop Foreman complaining there was no oil in her car. When asked by the shop foreman how she measured this condition the shop foreman learned the amount of oil measured was actually less than ½ a quart low according to the electronic measurement system and the dip stick. This was explained to Ms. [redacted] in detail when we spoke with her.

The “Ticking Noise” of the lifters is a separate issue unrelated to the oil change.

Although the 2007 525 BMW has less than 30,000 miles on it the vehicle is over 7 years old. It is not unexpected for mechanical systems to fail in time requiring maintenance and repair of the engine. This was explained as it related to Ms [redacted]’s BMW.

Summary:

Although Ms. [redacted]’s BMW did have a loose oil cap after an oil change [redacted] BMW went to her home, cleaned up the spill and replaced the lost oil. The oil leakage is not related a subsequent problem with her lifters.

Consumer

Response:

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.

Regards,

My husband was outside when they came and cleaned the oil in the driveway and drove the car away without putting any oil in it. I had never had an issue with an oil leak until I took my car to [redacted] BMW. The oil level was very low and when I got the car back it was full.

Business

Response:

I spoke to my Senior Shop Foreman who is aware of this particular case, as he was invovled. We had sent a tech out to our guest home to clean the drive way and check the oil leve. As mentioned in the previous statement we topped off the oil and brought the vehicle back to our dealer to be inspected to ensure vehicle is running properly.

This was done in Novemeber of 2013. Our guest returned January 2014 concerned with a "tapping" noise coming from the Engine area. Upon inpsection we found the tapping to be faulty lifters. We noticed the vehicle slightly low on oil. We inspected vehicle to ensure there were no oil leaks on top of engine, and or oil faults. The vehicle checked out okay for no oil leaks and no oil faults.

According to BMW service Bulletin SIB 11 09 07 the tapping noise our guest was hearing is due to faulty lifters, which is a known concern on this particular model/year. An oil change service and faulty lifters are two seperate componets and unrelated.

Please see attached pictures which were taken when we had the vehicle in our shop showing the oil level being a third of a quart low, which is not uncommon and perfectly normal. We offered the guest discounts to assist in the repairs, but they declined our offers.

Sincerly,

Review: Took my car for routine oil change service. Was billed $280.00 for service that cost approximately $85.00 by representative inflating the invoice. Went back later and spoke to the manager and $194.00 was refunded to my credit card although the manager made it seem like the fault was mine due to my not presenting a discount voucher. The voucher price was for $79.99 and the savings of $5.00 is nothing compared to inflating the price by almost $200.00. My fear is that this is the usual practice at the dealership and that unknowing customers are being defrauded by dishonest representatives.Desired Settlement: That matter be investigated to make sure this is not systematic at the dealership and that I receive a written apology particularly from the dishonest representative.

Business

Response:

Guest came into our dealer requesting an oil change and a standard scope was due as well per his key reader. We currently have a coupon to have that service done for $79.99 plus tax, certain models are excluded in that coupon. Per the coupon dislamir it must be presented at time of write up, this was not done.

My Client Care Manager and I spoke to the guest and informed him if the coupon is not presented he would pay the full price. We reimbursed the guest the difference back to his credit card as a onetime goodwill, however we did educate him per our coupons we must have it at time of write up.

I have attached a copy of the coupon for your review.

Sinceryly,

Shelly BMW

###-###-####

Consumer

Response:

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.

Regards,

They have not explained why they tried to charge me $280.00 for an oil service that cost $85.00 without the coupon at the dealership. The estimate for the service clearly included labor and parts cost that did not match the total amount charged. The labor charges on their face were inflated and repetitive. The representative was clearly dishonest and the manager was not doing me any favors when she refunded $194.00 after I came back to point out the fraud because she knew that the representative had clearly inflated the invoice. All I demanded was an apology for the behavior and if I do not get it then not only shall I not ever set foot at that dealership again but I shall advice everybody I know that patronizes that dealership never to go there again.

On 11/12/13 my husband [redacted] took my car to [redacted] BMW for a routine oil change. Shortly after he arrived home with the car, we noticed an large oil spill in the drive way. We opened the hood and there was oil everywhere, like there had been an explosion. Immeditately, we contacted [redacted] BMW and they sent two mechanics to inspect the car. The mechanics said the cap was not properly installed and they drove the car back to the repair shop without adding any oil or calling a tow truck. The car was later reutrned me. On 01/16/14 I was driving down the street and heard a ticking noise coiming from the engine. I checked my oil level and there was no oil in the car. The car was taken back to [redacted] BWM and they said they couldn't find anything wrong. Another day passed and I was contacted again by [redacted] BMW because they finally heard the "ticking noise". Now [redacted] BMW is saying there is a problem with the lifters and the are trying to charge me for parts and some of the labor. I believe [redacted] BMW caused the problem by not properly conducting my oil change and because they didn't add oil after the leak occured and now they want me to pay the price. Please note that although my car is a 2005, I work from home and rarley drive. The car has less than 30k miles and I have never had any mechanical issues until [redacted] BMW ruined my car.