To whom it my concern: This response is in regards to ID#***02/13/15- Mr*** brought his vehicle in for a service engine soon light being onIt was found that there were misfire and fuel pump plausibility faults stored in the engine computerIt was recommended that the spark
plugs and coils be replaced along with other servicesCustomer declined all repairs at that time. 09/02/15- Mr*** brought his vehicle in for the engine is using reduced power and may shut downFaults stored were related to the EKPS (control unit that controls the low pressure fuel pump) and for the low pressure fuel pumpIt was recommended to replace the EKPS and the low pressure fuel pumpMr*** authorized the replacement of the EKPS and low pressure fuel pumpAfter replacement the vehicle was road tested to verify the repairs. 09/15/15- Mr*** brought the vehicle in to diagnose a check engine light and lost powerThe technician diagnosed a high pressure fuel pump based on the lower than specification output of the pumpThe high pressure pump is a mechanical pump that raises the fuel pressure to be injected into the engineThe high pressure pump is supplied fuel via the low pressure pumpThis pump was replaced at no charge to Mr*** as BMW has extended the warranty on that particular high pressure pumpVehicle was road tested after replacement and ran normally. 09/16/15-Mr*** returned for a check engine lightThe vehicle was running rough and had a misfire fault in the engine computed for a misfire on cylinder #The technician moved the spark plug and coil to different cylinders to verify the fault was with either of those componentsThe fault did not reoccurThe technician replaced the coil on cylinder #4. He also inspected the injectors and made note of the index number along with checking to see if they were leakingThere was no charge to Mr*** for diagnosis or for the cost of the coil and its replacement.
09/17/15- Mr*** returned for the check engine light and the vehicle running roughIt was diagnosed by the technician that cylinder #fuel injector was malfunctioningAs per the BMW diagnostic equipment and repair procedures, all of the fuel injectors need to be replacedMr*** and I did speak 9/with regards to his vehicleI explained the diagnosis and why the injectors needed to be replacedI explained that the high pressure pump is a mechanical pump that is lubricated by fuelIf the fuel supply were to stop, the high pressure pump would run dry and potentially cause premature wear and/or failureWhen this happens, metal from the pump and be sent though the fuel system. Mr*** wanted us to refund him the cost of the previous repairsI again explained that the repairs made were with his authorization and appropriate for the faults stored during the time of diagnosisMr*** wanted to speak with someone else about his concerns. 09/22-Mr*** and I spoke at the dealershipMr*** explained to me that he did not have the means to pay for such a repairI agreed that we would give a 20% discount on the parts and labor but that did not come to a resolutionI agreed that we would replace the one injector that was currently malfunctioning so he could drive the vehicle againI made it very clear that the recommended repair was to replace all the injectorsMr*** asked me to give him another day and I agreedShortly after, Mr*** declined the repairs with the service advisor and picked up his vehicle and returned his loaner vehicle. At this time, after throughout review, Keeler will not be refunding any money for previous warranted and authorized repairs. Sincerely, Thomas Jess Keeler BMW and MINI Service Manager
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** ***
Mr*** tried to complete the entire transaction all in one day, and we tried to accommodate that for himFor discriminatory reasons we quote customers the same finance rate regardless of knowing their credit score, as the score alone only has little to do with what rate you actually receive
The fact that he told us his credit score was at the beginning does not necessarily mean we can quote him an accurate payment without having the exact interest rate, especially on a used vehicle since the rates will varySince we were trying to complete the transaction quickly to accommodate the customer, there was not a phone call made back due to time constraints and the customer had already returned to the storeWhen Mr*** turned down the offer in the finance office, we simply parted ways at that time without completing the transaction
Mr** received his car on Tuesday, December 19th. The reason for the delay was that there were additional supplemental damages that his insurance carrier needed to approve before we could continue with the repair. Our Body Shop manager personally spoke to MrLi and he believes
that Mr** is satisfied
Please see the attached receipt as requested, however, the $only from Keeler does not settle my claim or dispute. I believe they must pay for the one tire and the balancing based on not seeing me immediately after servicing my vehicle when I noticed issues. This made other problems occur and was potentially unsafe. Even Keeler Service Department Manager indicated that Keeler should have seen my car immediately and if we are put off again, asked to talk with a manager. I did do such after difficulty getting seen days later but shouldn't they have to manage the calls from their customers and know if someone was just in their shop and is having a problem, they can come back in? Additionally, no one has responded why I would need new tires if there are no major concerns with the vehicle two and half years from leasing a brand new vehicleThank you *** ***
While we do recognize Mrs***’s frustration the facts are as follows: The vibration was intermittent in nature (not always present) making diagnosis difficult. The intermittently failing brake caliper applied resistance but did not keep the tire from rotatingIf a tire
was not rotating the vehicle would not move. The ***’s vehicle is out of manufacturer’s warranty
Once the brake situation was identified, Keeler Motor Car and American *** replaced the failed components at no charge as an out of warranty gesture of goodwill. Increased resistance from the right rear brake would not “distort” the front end alignmentIf one of the new brake pads was installed incorrectly , or “slipped” Keeler Motor Car would have repaired it at no chargeIf provided a copy of the receipt for repair of the “rear brake pin” Keeler Motor Car will gladly reimburse Mrs*** $54.24 Tires and wheel alignment are maintenance items which are customer responsibility
We spoke to the client today. He was denied a paint repair claim from the previous paint and fabric protection company we used previously. We offered to refund his purchase price on the warranty and told him we would also look into the repair with our body-shop to see if it was something
that we could fix. He was very happy and will be in this Wednesday at 11:
In regards to Mr*** response, he is correct, the Insurance Company had to come out to give an estimate on the car. However, we needed the Insurance Company to come out two (2) more times for supplemental work that needed to be completed in order to bring the car back to it's original conditionThe check engine light did come on after Mr*** car was repraired. We did offer to address the issue however, Mr** needed to take the car. Our offer still stands to address the check engine light issue.Best, Dan R***
On May 31, Mr*** had his vehicle in our service department for a check engine light concernIt was diagnosed that the concern causing the check engine light was related to the oxygen sensor after the catalytic converter as well as well as the wiring harnessIt was also noted at that
time that there was a nail in the l/r tire as well as a hole in the r/r tire along with other maintenance related concernsMr*** declined any repairs to be performed. Shortly thereafter, Mr*** contacted me to discuss his recent service visit with usHe expressed his concern with the check engine light as well as why his tires were not covered under his wheel and tire insuranceI explained that there are many different concerns that can cause a check engine light can cause the check engine light to illuminateWhen the light comes on, it is giving an indication that there is an issue with an emissions control devise or the vehicle is emitting more emissions that it was designedMr*** had a concern early in his ownership related to engine throttleWe discussed and it was agreed that these two concerns were independent of each other and Mr*** expressed his understandingWith regards to the tires, I had asked Mr*** the privilege to investigate and I would get back in touch with him I reached back out to Mr*** after gathering my informationHe indeed has a wheel and tire insurance policy for road hazard protectionTypically punctures or damage that cause the tire to not hold air would be covered under this protectionThere is a minimum tread depth for the tires to be covered under the policyI explained that the reason for his tire policy not coving the tires was due to the tread being under the minimum tread depth and the tires were considered to be beyond the service life of the tireI also explained that the determination of coverage is made by the insurance company and not Keeler Motor Car. I also explained that due to the run flat nature of the tires, it is not recommended by the tire manufacturer or the vehicle manufacturer to repair the tireI advised the tires would need to be replacedMr*** expressed his concern of how could a vehicle need tires within 9,miles of ownershipAs a goodwill gesture Mr*** was advised that Keeler Motor Car would replace one tire at no charge if Mr*** paid for the other tireIt was agreed on 06/09/via phone. With regard to the check engine light concern, a goodwill gesture of $off the repair cost of $was offered to Mr***Mr*** agreed to have the repairs made 06/14/via phone. Mr*** brought the vehicle in to have the repairs completed on June 27,The repair order reads line A “The customer states to please replace the front tiresKeeler is paying for one and custis paying for the other.” Line B “Customer states the CEL is on and the car needs and Osensor and to replace the faulty wiring harnessTotal pay for est 1100.00, Toby is adding from salestotal bill for CEL is $1400.00.” At this point, I believe Keeler Motor Car has made good with regards to this situationThe vehicle was purchased over a year ago and has gone over 9,miles in that yearWith $of goodwill contributed to the most recent repair bill, there will be no further contributionsHowever, should Mr*** choose to end his warranty early, we can find out how much will be prorated back to him for the early cancellation. If there are any further questions or anything else needed, please feel free to contact me directly. Sincerely, Tom J***Sales ManagerKeeler Motor Car Company*** ***
Good Morning, I have reviewed the information for Mr***It appears that there may have been some confusion to what the warranty extension entailedEven though it is for us to charge a diagnosis fee, in this instance we will be issuing a refund of the chargesRefund check was mailed
9/17. Ron Draves Honda Service Manager Keeler Motor Car Company
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowl though I appreciate the response, Keeler is not recognizing that although I was frustrated by going to their service department times They failed to allow me to come in immediately after they had already serviced my vehicle and therefore making one tire woren unevenly There own mechanics and manager moved the tire times on my vehicle to see if it would be less noise or issue in a different place An alignment was never offered as a solution to the issue and was needed due to the car not being serviced correctly Additionally, no one is acknowledging the issue that I needed new tires in the first place, years in a year leaseAs an FYI, I did email Keeler service manager and store manager with my receipt from the other mechanics and my complaint to resolve this and waited three weeks without a response In my email I said I would go to the Revdex.com if there was no response They are not service friendly and I don't believe they want to adddress my true complaint regard poor service and the lower standards they haveRegards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12559713, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The negotiation with my insurance company only took one day. I did received my car on Dec19th, but with the check engine light and broken central remote.
Regards,
*** **
To whom it my concern: This response is in regards to ID#***02/13/15- Mr*** brought his vehicle in for a service engine soon light being onIt was found that there were misfire and fuel pump plausibility faults stored in the engine computerIt was recommended that the spark
plugs and coils be replaced along with other servicesCustomer declined all repairs at that time. 09/02/15- Mr*** brought his vehicle in for the engine is using reduced power and may shut downFaults stored were related to the EKPS (control unit that controls the low pressure fuel pump) and for the low pressure fuel pumpIt was recommended to replace the EKPS and the low pressure fuel pumpMr*** authorized the replacement of the EKPS and low pressure fuel pumpAfter replacement the vehicle was road tested to verify the repairs. 09/15/15- Mr*** brought the vehicle in to diagnose a check engine light and lost powerThe technician diagnosed a high pressure fuel pump based on the lower than specification output of the pumpThe high pressure pump is a mechanical pump that raises the fuel pressure to be injected into the engineThe high pressure pump is supplied fuel via the low pressure pumpThis pump was replaced at no charge to Mr*** as BMW has extended the warranty on that particular high pressure pumpVehicle was road tested after replacement and ran normally. 09/16/15-Mr*** returned for a check engine lightThe vehicle was running rough and had a misfire fault in the engine computed for a misfire on cylinder #The technician moved the spark plug and coil to different cylinders to verify the fault was with either of those componentsThe fault did not reoccurThe technician replaced the coil on cylinder #4. He also inspected the injectors and made note of the index number along with checking to see if they were leakingThere was no charge to Mr*** for diagnosis or for the cost of the coil and its replacement.
09/17/15- Mr*** returned for the check engine light and the vehicle running roughIt was diagnosed by the technician that cylinder #fuel injector was malfunctioningAs per the BMW diagnostic equipment and repair procedures, all of the fuel injectors need to be replacedMr*** and I did speak 9/with regards to his vehicleI explained the diagnosis and why the injectors needed to be replacedI explained that the high pressure pump is a mechanical pump that is lubricated by fuelIf the fuel supply were to stop, the high pressure pump would run dry and potentially cause premature wear and/or failureWhen this happens, metal from the pump and be sent though the fuel system. Mr*** wanted us to refund him the cost of the previous repairsI again explained that the repairs made were with his authorization and appropriate for the faults stored during the time of diagnosisMr*** wanted to speak with someone else about his concerns. 09/22-Mr*** and I spoke at the dealershipMr*** explained to me that he did not have the means to pay for such a repairI agreed that we would give a 20% discount on the parts and labor but that did not come to a resolutionI agreed that we would replace the one injector that was currently malfunctioning so he could drive the vehicle againI made it very clear that the recommended repair was to replace all the injectorsMr*** asked me to give him another day and I agreedShortly after, Mr*** declined the repairs with the service advisor and picked up his vehicle and returned his loaner vehicle. At this time, after throughout review, Keeler will not be refunding any money for previous warranted and authorized repairs. Sincerely, Thomas Jess Keeler BMW and MINI Service Manager
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** ***
Mr*** tried to complete the entire transaction all in one day, and we tried to accommodate that for himFor discriminatory reasons we quote customers the same finance rate regardless of knowing their credit score, as the score alone only has little to do with what rate you actually receive
The fact that he told us his credit score was at the beginning does not necessarily mean we can quote him an accurate payment without having the exact interest rate, especially on a used vehicle since the rates will varySince we were trying to complete the transaction quickly to accommodate the customer, there was not a phone call made back due to time constraints and the customer had already returned to the storeWhen Mr*** turned down the offer in the finance office, we simply parted ways at that time without completing the transaction
Mr** received his car on Tuesday, December 19th. The reason for the delay was that there were additional supplemental damages that his insurance carrier needed to approve before we could continue with the repair. Our Body Shop manager personally spoke to MrLi and he believes
that Mr** is satisfied
Please see the attached receipt as requested, however, the $only from Keeler does not settle my claim or dispute. I believe they must pay for the one tire and the balancing based on not seeing me immediately after servicing my vehicle when I noticed issues. This made other problems occur and was potentially unsafe. Even Keeler Service Department Manager indicated that Keeler should have seen my car immediately and if we are put off again, asked to talk with a manager. I did do such after difficulty getting seen days later but shouldn't they have to manage the calls from their customers and know if someone was just in their shop and is having a problem, they can come back in? Additionally, no one has responded why I would need new tires if there are no major concerns with the vehicle two and half years from leasing a brand new vehicleThank you *** ***
While we do recognize Mrs***’s frustration the facts are as follows: The vibration was intermittent in nature (not always present) making diagnosis difficult. The intermittently failing brake caliper applied resistance but did not keep the tire from rotatingIf a tire
was not rotating the vehicle would not move. The ***’s vehicle is out of manufacturer’s warranty
Once the brake situation was identified, Keeler Motor Car and American *** replaced the failed components at no charge as an out of warranty gesture of goodwill. Increased resistance from the right rear brake would not “distort” the front end alignmentIf one of the new brake pads was installed incorrectly , or “slipped” Keeler Motor Car would have repaired it at no chargeIf provided a copy of the receipt for repair of the “rear brake pin” Keeler Motor Car will gladly reimburse Mrs*** $54.24 Tires and wheel alignment are maintenance items which are customer responsibility
We spoke to the client today. He was denied a paint repair claim from the previous paint and fabric protection company we used previously. We offered to refund his purchase price on the warranty and told him we would also look into the repair with our body-shop to see if it was something
that we could fix. He was very happy and will be in this Wednesday at 11:
In regards to Mr*** response, he is correct, the Insurance Company had to come out to give an estimate on the car. However, we needed the Insurance Company to come out two (2) more times for supplemental work that needed to be completed in order to bring the car back to it's original conditionThe check engine light did come on after Mr*** car was repraired. We did offer to address the issue however, Mr** needed to take the car. Our offer still stands to address the check engine light issue.Best, Dan R***
On May 31, Mr*** had his vehicle in our service department for a check engine light concernIt was diagnosed that the concern causing the check engine light was related to the oxygen sensor after the catalytic converter as well as well as the wiring harnessIt was also noted at that
time that there was a nail in the l/r tire as well as a hole in the r/r tire along with other maintenance related concernsMr*** declined any repairs to be performed. Shortly thereafter, Mr*** contacted me to discuss his recent service visit with usHe expressed his concern with the check engine light as well as why his tires were not covered under his wheel and tire insuranceI explained that there are many different concerns that can cause a check engine light can cause the check engine light to illuminateWhen the light comes on, it is giving an indication that there is an issue with an emissions control devise or the vehicle is emitting more emissions that it was designedMr*** had a concern early in his ownership related to engine throttleWe discussed and it was agreed that these two concerns were independent of each other and Mr*** expressed his understandingWith regards to the tires, I had asked Mr*** the privilege to investigate and I would get back in touch with him I reached back out to Mr*** after gathering my informationHe indeed has a wheel and tire insurance policy for road hazard protectionTypically punctures or damage that cause the tire to not hold air would be covered under this protectionThere is a minimum tread depth for the tires to be covered under the policyI explained that the reason for his tire policy not coving the tires was due to the tread being under the minimum tread depth and the tires were considered to be beyond the service life of the tireI also explained that the determination of coverage is made by the insurance company and not Keeler Motor Car. I also explained that due to the run flat nature of the tires, it is not recommended by the tire manufacturer or the vehicle manufacturer to repair the tireI advised the tires would need to be replacedMr*** expressed his concern of how could a vehicle need tires within 9,miles of ownershipAs a goodwill gesture Mr*** was advised that Keeler Motor Car would replace one tire at no charge if Mr*** paid for the other tireIt was agreed on 06/09/via phone. With regard to the check engine light concern, a goodwill gesture of $off the repair cost of $was offered to Mr***Mr*** agreed to have the repairs made 06/14/via phone. Mr*** brought the vehicle in to have the repairs completed on June 27,The repair order reads line A “The customer states to please replace the front tiresKeeler is paying for one and custis paying for the other.” Line B “Customer states the CEL is on and the car needs and Osensor and to replace the faulty wiring harnessTotal pay for est 1100.00, Toby is adding from salestotal bill for CEL is $1400.00.” At this point, I believe Keeler Motor Car has made good with regards to this situationThe vehicle was purchased over a year ago and has gone over 9,miles in that yearWith $of goodwill contributed to the most recent repair bill, there will be no further contributionsHowever, should Mr*** choose to end his warranty early, we can find out how much will be prorated back to him for the early cancellation. If there are any further questions or anything else needed, please feel free to contact me directly. Sincerely, Tom J***Sales ManagerKeeler Motor Car Company*** ***
Good Morning, I have reviewed the information for Mr***It appears that there may have been some confusion to what the warranty extension entailedEven though it is for us to charge a diagnosis fee, in this instance we will be issuing a refund of the chargesRefund check was mailed
9/17. Ron Draves Honda Service Manager Keeler Motor Car Company
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowl though I appreciate the response, Keeler is not recognizing that although I was frustrated by going to their service department times They failed to allow me to come in immediately after they had already serviced my vehicle and therefore making one tire woren unevenly There own mechanics and manager moved the tire times on my vehicle to see if it would be less noise or issue in a different place An alignment was never offered as a solution to the issue and was needed due to the car not being serviced correctly Additionally, no one is acknowledging the issue that I needed new tires in the first place, years in a year leaseAs an FYI, I did email Keeler service manager and store manager with my receipt from the other mechanics and my complaint to resolve this and waited three weeks without a response In my email I said I would go to the Revdex.com if there was no response They are not service friendly and I don't believe they want to adddress my true complaint regard poor service and the lower standards they haveRegards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12559713, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The negotiation with my insurance company only took one day. I did received my car on Dec19th, but with the check engine light and broken central remote.
Regards,
*** **