Shortt's Landscaping & Lawn Care LLC

Initial Business Response /* (1000, 6, 2015/06/03) */
Contact Name and Title: Christopher [redacted],
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bmwsch.com
Hello, and thank you for notifying us of the issue. I'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 case. I do note that there was corrosion in the power trunk line, and this can happen with any of the vehicles. Our 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 car. We 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 odor. Estimated cost to business at $279.32 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 [redacted],
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 missed. During 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 replacement. We have not received one.
Under the trunk cover is a grey cover that doubles as storage. On the outward facing edge are more circular spots. The spots here and on the trunk cover are VERY reminiscent of mold, and we will not own a car with mold possibly growing in it. I would like to see the results of your inspection myself. We 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 clean. We can still see spots where your team missed during their "rigorous" cleaning. I do not want any of that goo back there to prevent future corrosion.
I completely agree that driving the car 50 minutes to your dealership and back 5 times over the last 3 months is unacceptable. This 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 them. If they are baiting us with superior service and, above all, respect, it is working.
COUNTEROFFER:
Professional detail with ozone fogging accepted. We 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 [redacted],
Thank you for your reply. The module if it is obstructed in any way will be covered under warranty. If 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 [redacted] out of Valparaiso if mold is found, it will also be replaced. However, we will need to see the vehicle in person before any of this can be done. As 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 impeded. Carpet/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, 6, 2016/06/08) */
Thank you for bringing Ms. [redacted]'s concerns to my attention. After 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. [redacted]'s purchase from our Dealership on 05/17/2016.
The Federal Consumer Credit Act mandates we disclose credit scores of any individual which we run an application on; this was done in Ms. [redacted]'s case, and the CSDC (Credit Score Disclosure Notice) was, in fact, signed. Ms. [redacted]'s signature also appears on the BMW Financial Services Credit Application, a declined products waiver, and the Bill of Sale for this vehicle. Ms. [redacted]'s Illinois Driver's license was used to verify the signatures on the proper documents. We 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. [redacted] 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 vehicles. As a matter of fact, Ms. [redacted] 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. [redacted]'s deal. As 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. [redacted] has been back to our store numerous times, and we have even performed after the sale services for her to her vehicle. We reinforced our position that Ms. [redacted] has a very affordable payment and that we would not be taking back the vehicle. I can offer no further course for resolution at this time.

Initial Business Response /* (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. [redacted]'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. [redacted]'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. [redacted], 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. [redacted]'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 /* (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 Revdex.com with how they "lose" property and how they threaten to take legal action customers.

Initial Business Response /* (1000, 5, 2016/06/27) */
Ms. [redacted] serviced her X5 here and we had given her vehicle an oil change. What Ms. [redacted] does not keep in mind, however, is that vehicles with larger litre displacement often require more oil than normal passenger [redacted] Our coupons state...

this directly. We performed the standard discounted oil change at her request.
Oil changes do not solve any and all issues with the vehicle. Typically, depending on temperature, a vehicle with this type of displacement may need to be topped off several times a week. It 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 /* (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 size. The coupon has nothing to do with the problem either. The issue is they did not reset the odometer like they have every single time I have had an oil change. The next issue is the first thing the service personnel stated is your engine needs more oil than 5 quarts, when no one has ever stated that in the past. Another issue is I did not request a free inspection, like they just stated in their response. Which proves how they lie. Yet, they gave me a reciept stating I requested a complimentary inspection and told me I need to replace the hoses for my air conditioner soon. Also on that paper it states my horn works and it does not. I asked them to look at why the windshield wiper fluid light is on. I sat there for 2.5 hours before he told me it was cracked. Then they did not give me a price, tell me how long it would take to repair, nothing. I had to request it from someone else when I paid for the service. The final issue, the biggest issue I have, is the professionalism of the service manager. He did not allow me to speak and explain the situation. When I spoke he was talking over me. He was yelling at me. He 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 car. Which 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 issue. This is what makes me suspicious of their practices. In addition, the service manager would not take my husbands calls. They would not even put him to voicemail. Hmmm, 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, 8, 2016/03/21) */
A few years ago, Mr. [redacted] purchased a 2008 X3 from our facility. At the time, the customer signed the Auto Check and all other documents pertaining to the sale. Earlier this March of 2016, Mr. [redacted] presented himself in our showroom loudly...

irate about the CARFAX of the vehicle showing a reported 'stolen' tag from the NCISB. We tried to explain to Mr. [redacted] that he could easily contact the NICB and see if the vehicle was truly stolen. We even presented Mr. [redacted] with a paper clearly showing the vehicle had not registered in the NICB database as a stolen vehicle, proving the CARFAX erroneous. This is something that happens from time to time due to fat-fingers or erroneous reports. CARFAX does not make it a responsibility to remove these things.
Mr. [redacted] continued to speak with our service customers, noting what frauds we were, and how we "lied" and misrepresented everything to him. At this point, he was asked to leave. He called Schererville police on my staff. The police officer made him leave instead. We owe Mr. [redacted] nothing - all he has to do is call CARFAX and they will correct the report. He is no longer welcome at our store. Furthermore, 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.)