Initial Business Response / [redacted] (1000, 5, 2016/06/27) */ Ms [redacted] serviced her Xhere and we had given her vehicle an oil changeWhat Ms [redacted] does not keep in mind, however, is that vehicles with larger litre displacement often require more oil than passenger [redacted] Our coupons state this directlyWe performed the standard discounted oil change at her request Oil changes do not solve any and all issues with the vehicleTypically, depending on temperature, a vehicle with this type of displacement may need to be topped off several times a weekIt has no bearing whatsoever on the oil used during the oil change I've looked into this matter and would happy offer Ms [redacted] another oil change when her vehicle is ready for it, but we do not inspect vehicles for free, and would certainly not pay for a third party inspection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is not that my car needs more oil due the sizeThe coupon has nothing to do with the problem eitherThe issue is they did not reset the odometer like they have every single time I have had an oil changeThe next issue is the first thing the service personnel stated is your engine needs more oil than quarts, when no one has ever stated that in the pastAnother issue is I did not request a free inspection, like they just stated in their responseWhich proves how they lieYet, they gave me a reciept stating I requested a complimentary inspection and told me I need to replace the hoses for my air conditioner soonAlso on that paper it states my horn works and it does notI asked them to look at why the windshield wiper fluid light is onI sat there for hours before he told me it was crackedThen they did not give me a price, tell me how long it would take to repair, nothingI had to request it from someone else when I paid for the serviceThe final issue, the biggest issue I have, is the professionalism of the service managerHe did not allow me to speak and explain the situationWhen I spoke he was talking over meHe was yelling at meHe snapped at me and told me do you even know what your engine size is? We never reset the odometer unless you have all the repairs needed done to your carWhich is not true because I have serviced my car there many times and they always say "this is what is wrong with your car or you need to have this fixed." Yet, when I take it to another service professional those items they claim to be wrong with my car are not an issueThis is what makes me suspicious of their practicesIn addition, the service manager would not take my husbands callsThey would not even put him to voicemailHmmm, must be guilty of something if you will not speak to him and do your job of speaking to customers with complaints
Initial Business Response / [redacted] (1000, 15, 2017/10/04) */ Thank you for your letter. As far as the first; it was never delivered into my hands. I am happy to shed some light into Mr. ***'s unique situation. Mr. [redacted] purchased his 2013 BMW 320i xDrive as a Certified Pre-Owned vehicle from our store in... May, 2016. Earlier this year, he contacted us complaining about a particular odor emanating from his heat ducts. I invited him to bring his vehicle to us, and said I would fog the vehicle free of charge, as he was a customer of ours. Unfortunately, Mr. ***'s vehicle was stolen from our premises during a string of heists along the Chicago and Northwest Indiana area. This ring of thieves also hit numerous other stores earlier this year. We reported to the proper authorities, and told Mr. [redacted] he was covered under our garage insurance policy. We also offered an upgrade of his vehicle and said we could perform what we call a substitution of collateral with the lender - replacing his vehicle for a more valuable vehicle at no cost to him. We offered him a higher-class model, a XXXX-XXXX XXXi xDrive, but Mr. [redacted] did not like any that he had driven. Finally, we agreed to let our insurance company settle it. Mr. [redacted] signed the settlement, and was paid the monies he was owed. He claims loss of value, but the fact of the matter is that our garage insurance paid him nearly the entire purchase price of his vehicle when he bought it in 2016; a value much higher than most Book Values would agree with. Mr. ***, doubtlessly, has signed Hold Harmless agreements when he took said settlement. We are also in the process of pursuing Mr. [redacted] for defamation and libel, given that he made this situation out to be of gross negligence and incompetence. Mr. ***'s claims of loss - though understood through the side of a consumer - are not based in substance, or fact. We are more than happy to show the paperwork, if you deem it necessary. At this time, we are not prepared to offer Mr. [redacted] any other monies or compensation, and are going to pursue legal action in Civil Court. Initial Consumer Rebuttal / [redacted] (3000, 17, 2017/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Negligence to protect my property on the part of the dealership cost me alot of money. I have received multiple different stories from this dealership regarding my situation and most seem to be misleading. As a consumer I will never do business with BMW of Schereivlle because of the neglect and financial loss associated with my situation. The Yelp reviews of this dealership speaks for itself. I hope the general public can be inform using BBB with how they "lose" property and how they threaten to take legal action customers.
Initial Business Response /* (1000, 6, 2016/06/08) */
Thank you for bringing Ms***'s concerns to my attentionAfter a full review of the deal jacket and interviews with both the Client Advisor and the Sales Manager on duty, it is our conclusion that no Federal or State laws were breached in
the case of Ms***'s purchase from our Dealership on 05/17/
The Federal Consumer Credit Act mandates we disclose credit scores of any individual which we run an application on; this was done in Ms***'s case, and the CSDC (Credit Score Disclosure Notice) was, in fact, signedMs***'s signature also appears on the BMW Financial Services Credit Application, a declined products waiver, and the Bill of Sale for this vehicleMs***'s Illinois Driver's license was used to verify the signatures on the proper documentsWe will gladly offer any of these documents for inspection by the authorities
We would note that this is a case of buyer's remorse, which, while commonplace, is not an indication of any illicit activity on behalf of BMW of Schererville and its associates - we regret that Ms*** no longer wants the vehicle she took delivery of, but there is no right to rescission in the State of Indiana (no cooling off period)It is not our policy to take back used vehiclesAs a matter of fact, Ms*** paid a very fair market price for her vehicle, thousands less than NADA and KBB Book averages
As far as the Financial Service application, no stipulations for employment or income verification were placed on Ms***'s dealAs with every customer we deal with on a daily basis, we were under no obligation to do anything other than ask the customer where she worked, and the position she held
In addition, Ms*** has been back to our store numerous times, and we have even performed after the sale services for her to her vehicleWe reinforced our position that Ms*** has a very affordable payment and that we would not be taking back the vehicleI can offer no further course for resolution at this time
Initial Business Response /* (1000, 8, 2016/03/21) */
A few years ago, Mr*** purchased a Xfrom our facilityAt the time, the customer signed the Auto Check and all other documents pertaining to the saleEarlier this March of 2016, Mr*** presented himself in our showroom loudly
irate about the CARFAX of the vehicle showing a reported 'stolen' tag from the NCISBWe tried to explain to Mr*** that he could easily contact the NICB and see if the vehicle was truly stolenWe even presented Mr*** with a paper clearly showing the vehicle had not registered in the NICB database as a stolen vehicle, proving the CARFAX erroneousThis is something that happens from time to time due to fat-fingers or erroneous reportsCARFAX does not make it a responsibility to remove these things
Mr*** continued to speak with our service customers, noting what frauds we were, and how we "lied" and misrepresented everything to himAt this point, he was asked to leaveHe called Schererville police on my staffThe police officer made him leave insteadWe owe Mr*** nothing - all he has to do is call CARFAX and they will correct the reportHe is no longer welcome at our storeFurthermore, any further slander or libel will result in litigious action
Initial Consumer Rebuttal /* (2000, 10, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/06/27) */
Ms*** serviced her Xhere and we had given her vehicle an oil changeWhat Ms*** does not keep in mind, however, is that vehicles with larger litre displacement often require more oil than passenger *** Our coupons state
this directlyWe performed the standard discounted oil change at her request
Oil changes do not solve any and all issues with the vehicleTypically, depending on temperature, a vehicle with this type of displacement may need to be topped off several times a weekIt has no bearing whatsoever on the oil used during the oil change
I've looked into this matter and would happy offer Ms*** another oil change when her vehicle is ready for it, but we do not inspect vehicles for free, and would certainly not pay for a third party inspection
Initial Consumer Rebuttal /* (3000, 7, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue is not that my car needs more oil due the sizeThe coupon has nothing to do with the problem eitherThe issue is they did not reset the odometer like they have every single time I have had an oil changeThe next issue is the first thing the service personnel stated is your engine needs more oil than quarts, when no one has ever stated that in the pastAnother issue is I did not request a free inspection, like they just stated in their responseWhich proves how they lieYet, they gave me a reciept stating I requested a complimentary inspection and told me I need to replace the hoses for my air conditioner soonAlso on that paper it states my horn works and it does notI asked them to look at why the windshield wiper fluid light is onI sat there for hours before he told me it was crackedThen they did not give me a price, tell me how long it would take to repair, nothingI had to request it from someone else when I paid for the serviceThe final issue, the biggest issue I have, is the professionalism of the service managerHe did not allow me to speak and explain the situationWhen I spoke he was talking over meHe was yelling at meHe snapped at me and told me do you even know what your engine size is? We never reset the odometer unless you have all the repairs needed done to your carWhich is not true because I have serviced my car there many times and they always say "this is what is wrong with your car or you need to have this fixed." Yet, when I take it to another service professional those items they claim to be wrong with my car are not an issueThis is what makes me suspicious of their practicesIn addition, the service manager would not take my husbands callsThey would not even put him to voicemailHmmm, must be guilty of something if you will not speak to him and do your job of speaking to customers with complaints
Initial Business Response /* (1000, 15, 2017/10/04) */
Thank you for your letterAs far as the first; it was never delivered into my handsI am happy to shed some light into Mr***'s unique situationMr*** purchased his BMW 320i xDrive as a Certified Pre-Owned vehicle from our store in
May, Earlier this year, he contacted us complaining about a particular odor emanating from his heat ductsI invited him to bring his vehicle to us, and said I would fog the vehicle free of charge, as he was a customer of ours
Unfortunately, Mr***'s vehicle was stolen from our premises during a string of heists along the Chicago and Northwest Indiana areaThis ring of thieves also hit numerous other stores earlier this yearWe reported to the proper authorities, and told Mr*** he was covered under our garage insurance policyWe also offered an upgrade of his vehicle and said we could perform what we call a substitution of collateral with the lender - replacing his vehicle for a more valuable vehicle at no cost to himWe offered him a higher-class model, a XXXX-XXXX XXXi xDrive, but Mr*** did not like any that he had drivenFinally, we agreed to let our insurance company settle it
Mr*** signed the settlement, and was paid the monies he was owedHe claims loss of value, but the fact of the matter is that our garage insurance paid him nearly the entire purchase price of his vehicle when he bought it in 2016; a value much higher than most Book Values would agree withMr***, doubtlessly, has signed Hold Harmless agreements when he took said settlement
We are also in the process of pursuing Mr*** for defamation and libel, given that he made this situation out to be of gross negligence and incompetenceMr***'s claims of loss - though understood through the side of a consumer - are not based in substance, or factWe are more than happy to show the paperwork, if you deem it necessaryAt this time, we are not prepared to offer Mr*** any other monies or compensation, and are going to pursue legal action in Civil Court
Initial Consumer Rebuttal /* (3000, 17, 2017/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Negligence to protect my property on the part of the dealership cost me alot of moneyI have received multiple different stories from this dealership regarding my situation and most seem to be misleadingAs a consumer I will never do business with BMW of Schereivlle because of the neglect and financial loss associated with my situationThe Yelp reviews of this dealership speaks for itselfI hope the general public can be inform using Revdex.com with how they "lose" property and how they threaten to take legal action customers
Initial Business Response /* (1000, 6, 2015/06/03) */
Contact Name and Title: Christopher ** ***,
Contact Phone: XXXXXXXXXX
Contact Email: ***@bmwsch.com
Hello, and thank you for notifying us of the issueI've checked with my Service Department and it appears that all of the repairs were
covered under Certified Pre-Owned Warranty; we internalized the deductable so there was no out-of-pocket charge for any of the work which was performed by our Center
Please keep in mind that it is a dealer's job to lure customers we feel this may be what Orland had done in this caseI do note that there was corrosion in the power trunk line, and this can happen with any of the vehiclesOur inspection did not find any mold, or other such debris
In any case, for you to have brought your vehicle to us five times in a matter of three months is unacceptable to me I'd like to offer you a full detail as well as a fogging of the carWe did not detect any smell, but we have not driven it as extensively as you have
OFFER:
Full detail at professional shop ozone fogging to remove odorEstimated cost to business at $approved through Management
Initial Consumer Rebuttal /* (3000, 8, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi ***,
We accept the professional detail and ozone fogging to remove the odor
While we were at the dealership, we showed the sales manager and salesperson the goo the detail certified pre-owned inspection, and service folks missedDuring this process, I showed the sales manager the big, reddish stain on the carpeted trunk cover and the circular sports under it; at that time, he mentioned the dealership would provide a replacementWe have not received one
Under the trunk cover is a grey cover that doubles as storageOn the outward facing edge are more circular spotsThe spots here and on the trunk cover are VERY reminiscent of mold, and we will not own a car with mold possibly growing in itI would like to see the results of your inspection myselfWe would like this replaced as well out of an abundance of caution for our health
In addition, we want the back area where the goo was to be completely cleanWe can still see spots where your team missed during their "rigorous" cleaningI do not want any of that goo back there to prevent future corrosion
I completely agree that driving the car minutes to your dealership and back times over the last months is unacceptableThis is why we took the vehicle to Orland Park it may be a longer drive from home, but they were able to find in less than an hour what your team was unable to find until it was pointed out to themIf they are baiting us with superior service and, above all, respect, it is working
COUNTEROFFER:
Professional detail with ozone fogging acceptedWe want the carpet truck cover and the grey cover under it replaced and the back compartment completely clean of goo
Final Business Response /* (4000, 14, 2015/06/26) */
Contact Name and Title: Christopher ** ***
***,
Thank you for your replyThe module if it is obstructed in any way will be covered under warrantyIf it is indeed clogged and not performing properly, it should and will be replaced
As far as the carpet replacement, we use an ISO Certified company called *** out of Valparaiso if mold is found, it will also be replacedHowever, we will need to see the vehicle in person before any of this can be doneAs I've stated previously, I need it in my shop in order to show the mechanics and the interior repair shop
Please let me know how you'd like to move forward
OFFER:
Ozone/fogging detail, examination of warrantied part and replacement if non-operational or operation impededCarpet/trunk cover examination via AutoQual with repair and replacement if necessary
Final Consumer Response /* (2000, 16, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this offer, but, I would like my husband and myself to be present when the module is inspected
Initial Business Response /* (1000, 5, 2017/02/08) */
Contact Name and Title: *** * *** - MGR
Contact Phone: XXXXXXXXXX
Contact Email: ***@BMWSCH.COM
Miss ***,
Thank you very much for taking my callPlease keep my contact information and accept my apologies if you felt
mistreatedI hope my offer to handle the situation is accepted; please call me if the key fails to work and we will explore options until we find something suitable
Initial Consumer Rebuttal /* (2000, 7, 2017/02/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for calling, I appreciate the apology and quick follow upThe key has stopped working but I will follow up per our discussionVery nice gentleman
Initial Business Response / [redacted] (1000, 5, 2016/06/27) */ Ms [redacted] serviced her Xhere and we had given her vehicle an oil changeWhat Ms [redacted] does not keep in mind, however, is that vehicles with larger litre displacement often require more oil than passenger [redacted] Our coupons state this directlyWe performed the standard discounted oil change at her request Oil changes do not solve any and all issues with the vehicleTypically, depending on temperature, a vehicle with this type of displacement may need to be topped off several times a weekIt has no bearing whatsoever on the oil used during the oil change I've looked into this matter and would happy offer Ms [redacted] another oil change when her vehicle is ready for it, but we do not inspect vehicles for free, and would certainly not pay for a third party inspection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is not that my car needs more oil due the sizeThe coupon has nothing to do with the problem eitherThe issue is they did not reset the odometer like they have every single time I have had an oil changeThe next issue is the first thing the service personnel stated is your engine needs more oil than quarts, when no one has ever stated that in the pastAnother issue is I did not request a free inspection, like they just stated in their responseWhich proves how they lieYet, they gave me a reciept stating I requested a complimentary inspection and told me I need to replace the hoses for my air conditioner soonAlso on that paper it states my horn works and it does notI asked them to look at why the windshield wiper fluid light is onI sat there for hours before he told me it was crackedThen they did not give me a price, tell me how long it would take to repair, nothingI had to request it from someone else when I paid for the serviceThe final issue, the biggest issue I have, is the professionalism of the service managerHe did not allow me to speak and explain the situationWhen I spoke he was talking over meHe was yelling at meHe snapped at me and told me do you even know what your engine size is? We never reset the odometer unless you have all the repairs needed done to your carWhich is not true because I have serviced my car there many times and they always say "this is what is wrong with your car or you need to have this fixed." Yet, when I take it to another service professional those items they claim to be wrong with my car are not an issueThis is what makes me suspicious of their practicesIn addition, the service manager would not take my husbands callsThey would not even put him to voicemailHmmm, must be guilty of something if you will not speak to him and do your job of speaking to customers with complaints
Initial Business Response / [redacted] (1000, 15, 2017/10/04) */ Thank you for your letter. As far as the first; it was never delivered into my hands. I am happy to shed some light into Mr. ***'s unique situation. Mr. [redacted] purchased his 2013 BMW 320i xDrive as a Certified Pre-Owned vehicle from our store in... May, 2016. Earlier this year, he contacted us complaining about a particular odor emanating from his heat ducts. I invited him to bring his vehicle to us, and said I would fog the vehicle free of charge, as he was a customer of ours. Unfortunately, Mr. ***'s vehicle was stolen from our premises during a string of heists along the Chicago and Northwest Indiana area. This ring of thieves also hit numerous other stores earlier this year. We reported to the proper authorities, and told Mr. [redacted] he was covered under our garage insurance policy. We also offered an upgrade of his vehicle and said we could perform what we call a substitution of collateral with the lender - replacing his vehicle for a more valuable vehicle at no cost to him. We offered him a higher-class model, a XXXX-XXXX XXXi xDrive, but Mr. [redacted] did not like any that he had driven. Finally, we agreed to let our insurance company settle it. Mr. [redacted] signed the settlement, and was paid the monies he was owed. He claims loss of value, but the fact of the matter is that our garage insurance paid him nearly the entire purchase price of his vehicle when he bought it in 2016; a value much higher than most Book Values would agree with. Mr. ***, doubtlessly, has signed Hold Harmless agreements when he took said settlement. We are also in the process of pursuing Mr. [redacted] for defamation and libel, given that he made this situation out to be of gross negligence and incompetence. Mr. ***'s claims of loss - though understood through the side of a consumer - are not based in substance, or fact. We are more than happy to show the paperwork, if you deem it necessary. At this time, we are not prepared to offer Mr. [redacted] any other monies or compensation, and are going to pursue legal action in Civil Court. Initial Consumer Rebuttal / [redacted] (3000, 17, 2017/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Negligence to protect my property on the part of the dealership cost me alot of money. I have received multiple different stories from this dealership regarding my situation and most seem to be misleading. As a consumer I will never do business with BMW of Schereivlle because of the neglect and financial loss associated with my situation. The Yelp reviews of this dealership speaks for itself. I hope the general public can be inform using BBB with how they "lose" property and how they threaten to take legal action customers.
Initial Business Response /* (1000, 6, 2016/06/08) */
Thank you for bringing Ms***'s concerns to my attentionAfter a full review of the deal jacket and interviews with both the Client Advisor and the Sales Manager on duty, it is our conclusion that no Federal or State laws were breached in
the case of Ms***'s purchase from our Dealership on 05/17/
The Federal Consumer Credit Act mandates we disclose credit scores of any individual which we run an application on; this was done in Ms***'s case, and the CSDC (Credit Score Disclosure Notice) was, in fact, signedMs***'s signature also appears on the BMW Financial Services Credit Application, a declined products waiver, and the Bill of Sale for this vehicleMs***'s Illinois Driver's license was used to verify the signatures on the proper documentsWe will gladly offer any of these documents for inspection by the authorities
We would note that this is a case of buyer's remorse, which, while commonplace, is not an indication of any illicit activity on behalf of BMW of Schererville and its associates - we regret that Ms*** no longer wants the vehicle she took delivery of, but there is no right to rescission in the State of Indiana (no cooling off period)It is not our policy to take back used vehiclesAs a matter of fact, Ms*** paid a very fair market price for her vehicle, thousands less than NADA and KBB Book averages
As far as the Financial Service application, no stipulations for employment or income verification were placed on Ms***'s dealAs with every customer we deal with on a daily basis, we were under no obligation to do anything other than ask the customer where she worked, and the position she held
In addition, Ms*** has been back to our store numerous times, and we have even performed after the sale services for her to her vehicleWe reinforced our position that Ms*** has a very affordable payment and that we would not be taking back the vehicleI can offer no further course for resolution at this time
Initial Business Response /* (1000, 8, 2016/03/21) */
A few years ago, Mr*** purchased a Xfrom our facilityAt the time, the customer signed the Auto Check and all other documents pertaining to the saleEarlier this March of 2016, Mr*** presented himself in our showroom loudly
irate about the CARFAX of the vehicle showing a reported 'stolen' tag from the NCISBWe tried to explain to Mr*** that he could easily contact the NICB and see if the vehicle was truly stolenWe even presented Mr*** with a paper clearly showing the vehicle had not registered in the NICB database as a stolen vehicle, proving the CARFAX erroneousThis is something that happens from time to time due to fat-fingers or erroneous reportsCARFAX does not make it a responsibility to remove these things
Mr*** continued to speak with our service customers, noting what frauds we were, and how we "lied" and misrepresented everything to himAt this point, he was asked to leaveHe called Schererville police on my staffThe police officer made him leave insteadWe owe Mr*** nothing - all he has to do is call CARFAX and they will correct the reportHe is no longer welcome at our storeFurthermore, any further slander or libel will result in litigious action
Initial Consumer Rebuttal /* (2000, 10, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/06/27) */
Ms*** serviced her Xhere and we had given her vehicle an oil changeWhat Ms*** does not keep in mind, however, is that vehicles with larger litre displacement often require more oil than passenger *** Our coupons state
this directlyWe performed the standard discounted oil change at her request
Oil changes do not solve any and all issues with the vehicleTypically, depending on temperature, a vehicle with this type of displacement may need to be topped off several times a weekIt has no bearing whatsoever on the oil used during the oil change
I've looked into this matter and would happy offer Ms*** another oil change when her vehicle is ready for it, but we do not inspect vehicles for free, and would certainly not pay for a third party inspection
Initial Consumer Rebuttal /* (3000, 7, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue is not that my car needs more oil due the sizeThe coupon has nothing to do with the problem eitherThe issue is they did not reset the odometer like they have every single time I have had an oil changeThe next issue is the first thing the service personnel stated is your engine needs more oil than quarts, when no one has ever stated that in the pastAnother issue is I did not request a free inspection, like they just stated in their responseWhich proves how they lieYet, they gave me a reciept stating I requested a complimentary inspection and told me I need to replace the hoses for my air conditioner soonAlso on that paper it states my horn works and it does notI asked them to look at why the windshield wiper fluid light is onI sat there for hours before he told me it was crackedThen they did not give me a price, tell me how long it would take to repair, nothingI had to request it from someone else when I paid for the serviceThe final issue, the biggest issue I have, is the professionalism of the service managerHe did not allow me to speak and explain the situationWhen I spoke he was talking over meHe was yelling at meHe snapped at me and told me do you even know what your engine size is? We never reset the odometer unless you have all the repairs needed done to your carWhich is not true because I have serviced my car there many times and they always say "this is what is wrong with your car or you need to have this fixed." Yet, when I take it to another service professional those items they claim to be wrong with my car are not an issueThis is what makes me suspicious of their practicesIn addition, the service manager would not take my husbands callsThey would not even put him to voicemailHmmm, must be guilty of something if you will not speak to him and do your job of speaking to customers with complaints
Initial Business Response /* (1000, 15, 2017/10/04) */
Thank you for your letterAs far as the first; it was never delivered into my handsI am happy to shed some light into Mr***'s unique situationMr*** purchased his BMW 320i xDrive as a Certified Pre-Owned vehicle from our store in
May, Earlier this year, he contacted us complaining about a particular odor emanating from his heat ductsI invited him to bring his vehicle to us, and said I would fog the vehicle free of charge, as he was a customer of ours
Unfortunately, Mr***'s vehicle was stolen from our premises during a string of heists along the Chicago and Northwest Indiana areaThis ring of thieves also hit numerous other stores earlier this yearWe reported to the proper authorities, and told Mr*** he was covered under our garage insurance policyWe also offered an upgrade of his vehicle and said we could perform what we call a substitution of collateral with the lender - replacing his vehicle for a more valuable vehicle at no cost to himWe offered him a higher-class model, a XXXX-XXXX XXXi xDrive, but Mr*** did not like any that he had drivenFinally, we agreed to let our insurance company settle it
Mr*** signed the settlement, and was paid the monies he was owedHe claims loss of value, but the fact of the matter is that our garage insurance paid him nearly the entire purchase price of his vehicle when he bought it in 2016; a value much higher than most Book Values would agree withMr***, doubtlessly, has signed Hold Harmless agreements when he took said settlement
We are also in the process of pursuing Mr*** for defamation and libel, given that he made this situation out to be of gross negligence and incompetenceMr***'s claims of loss - though understood through the side of a consumer - are not based in substance, or factWe are more than happy to show the paperwork, if you deem it necessaryAt this time, we are not prepared to offer Mr*** any other monies or compensation, and are going to pursue legal action in Civil Court
Initial Consumer Rebuttal /* (3000, 17, 2017/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Negligence to protect my property on the part of the dealership cost me alot of moneyI have received multiple different stories from this dealership regarding my situation and most seem to be misleadingAs a consumer I will never do business with BMW of Schereivlle because of the neglect and financial loss associated with my situationThe Yelp reviews of this dealership speaks for itselfI hope the general public can be inform using Revdex.com with how they "lose" property and how they threaten to take legal action customers
Initial Business Response /* (1000, 6, 2015/06/03) */
Contact Name and Title: Christopher ** ***,
Contact Phone: XXXXXXXXXX
Contact Email: ***@bmwsch.com
Hello, and thank you for notifying us of the issueI've checked with my Service Department and it appears that all of the repairs were
covered under Certified Pre-Owned Warranty; we internalized the deductable so there was no out-of-pocket charge for any of the work which was performed by our Center
Please keep in mind that it is a dealer's job to lure customers we feel this may be what Orland had done in this caseI do note that there was corrosion in the power trunk line, and this can happen with any of the vehiclesOur inspection did not find any mold, or other such debris
In any case, for you to have brought your vehicle to us five times in a matter of three months is unacceptable to me I'd like to offer you a full detail as well as a fogging of the carWe did not detect any smell, but we have not driven it as extensively as you have
OFFER:
Full detail at professional shop ozone fogging to remove odorEstimated cost to business at $approved through Management
Initial Consumer Rebuttal /* (3000, 8, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi ***,
We accept the professional detail and ozone fogging to remove the odor
While we were at the dealership, we showed the sales manager and salesperson the goo the detail certified pre-owned inspection, and service folks missedDuring this process, I showed the sales manager the big, reddish stain on the carpeted trunk cover and the circular sports under it; at that time, he mentioned the dealership would provide a replacementWe have not received one
Under the trunk cover is a grey cover that doubles as storageOn the outward facing edge are more circular spotsThe spots here and on the trunk cover are VERY reminiscent of mold, and we will not own a car with mold possibly growing in itI would like to see the results of your inspection myselfWe would like this replaced as well out of an abundance of caution for our health
In addition, we want the back area where the goo was to be completely cleanWe can still see spots where your team missed during their "rigorous" cleaningI do not want any of that goo back there to prevent future corrosion
I completely agree that driving the car minutes to your dealership and back times over the last months is unacceptableThis is why we took the vehicle to Orland Park it may be a longer drive from home, but they were able to find in less than an hour what your team was unable to find until it was pointed out to themIf they are baiting us with superior service and, above all, respect, it is working
COUNTEROFFER:
Professional detail with ozone fogging acceptedWe want the carpet truck cover and the grey cover under it replaced and the back compartment completely clean of goo
Final Business Response /* (4000, 14, 2015/06/26) */
Contact Name and Title: Christopher ** ***
***,
Thank you for your replyThe module if it is obstructed in any way will be covered under warrantyIf it is indeed clogged and not performing properly, it should and will be replaced
As far as the carpet replacement, we use an ISO Certified company called *** out of Valparaiso if mold is found, it will also be replacedHowever, we will need to see the vehicle in person before any of this can be doneAs I've stated previously, I need it in my shop in order to show the mechanics and the interior repair shop
Please let me know how you'd like to move forward
OFFER:
Ozone/fogging detail, examination of warrantied part and replacement if non-operational or operation impededCarpet/trunk cover examination via AutoQual with repair and replacement if necessary
Final Consumer Response /* (2000, 16, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this offer, but, I would like my husband and myself to be present when the module is inspected
Initial Business Response /* (1000, 5, 2017/02/08) */
Contact Name and Title: *** * *** - MGR
Contact Phone: XXXXXXXXXX
Contact Email: ***@BMWSCH.COM
Miss ***,
Thank you very much for taking my callPlease keep my contact information and accept my apologies if you felt
mistreatedI hope my offer to handle the situation is accepted; please call me if the key fails to work and we will explore options until we find something suitable
Initial Consumer Rebuttal /* (2000, 7, 2017/02/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for calling, I appreciate the apology and quick follow upThe key has stopped working but I will follow up per our discussionVery nice gentleman