Steve Thomas BMW, Inc.

Complaint:
I am rejecting this response because:It is not true
Regards,
*** ***

The customer picked up his vehicle after basic service work and we washed the
vehicle per his requestThe customer came in later the same day and picked up his vehicleThe following day the customer called our advisor and stated we dented and Scratched his vehicleThe customer was asked to bring his vehicle back inWe had the dent repaired and polished his vehicle Scratches that the customer stated happened when we washed his vehicleThe customer picked up his vehicle and inspected it with our service advisor in our Service driveThe customer stated to our advisor that the car looked better than it ever did and leftThe customer re-contacted our service advisor days after the dent repair and polish and stated he noticed swirl marks in his paint, My Service advisor at this point contacted myself regarding this concern, I also then received an email from a BMWNA customer representative regarding the aboveI researched what had transpired and found out from my advisor that this was the first time the vehicle was ever is for Service and the vehicle was dirty when dropped off| advised BMWNA via email that we had already addressed the customer concerns prior and that days later we were accused of swirling the customer vehicle paintThe customer then called myself and stated the same regarding swirls in his paintI explained that we had already addressed his concerns prior, and that days later we cannot be liable, I also stated that once a vehicle leaves our Service department that we are not liable for any damages,
We at the dealership do not feel we ever did anything wrong to this vehicle in the first place, The vehicle as stated was dirty when it came inWe repaired a dent and polished the vehicle as a gesture of goodwill for the customerWe wash and detail over cars a day and do not normally damage vehicles and or paint, The vehicle left and the customer called back the next day, The Second time the customer called back days after the dent repair and polish we performedThe customer was and has been demanding and using abusive language during phone Calls with my employee, myself and BMWNA customer relations,
The dealership will not be performing any paint or swirl repairs to this vehicle, and we do not feel we should be financially responsible for anyone else that doesWe feel taken advantage of by this customer
and cannot be responsible for a vehicle condition days after the same customer states the vehicle looks better than it ever hasIf the customer choses to have outside work done to his vehicle we will not be financially liablePlease consider our above facts and stance on this issue, We Thank You for your time regarding this issueSínterely,
F* *** Service & Parts Director Steve Thomas BMW MINI of Camarillo

Complaint:
I am rejecting this response because:
It is not true
Regards,
*** ***

In response to MrE*** ***'s accusations and statements, Steve Thomas BMW
has resolved the issue with MrN***The center has provided him an additional year of warranty on the vehicleHe is pleased with the result and is happy with the outcomeWe hope MrN*** can start enjoying his vehicle and we can build a lasting client/center relationshipS*** ***
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11615900, and find that this resolution is satisfactory to me.  [redacted] BMW did a great job and rectifying the issue with my vehicle and on my follow up visits received A+ service. The owner, Mr. [redacted], was very helpful and took care of everything regarding the vehicle.  If in the market for a new vehicle, I would definitely purchase from [redacted] as they have showed me that they stand behind their product and can deliver exceptional customer service.
Regards,
E[redacted]

The customer picked up his vehicle after basic service work and we washed the vehicle per his request. The customer came in later the same day and picked up his vehicle. The following day the customer called our advisor and stated we dented and Scratched his vehicle.The customer was asked to bring...

his vehicle back in. We had the dent repaired and polished his vehicle Scratches that the customer stated happened when we washed his vehicle. The customer picked up his vehicle and inspected it with our service advisor in our Service drive. The customer stated to our advisor that the car looked better than it ever did and left.The customer re-contacted our service advisor 11 days after the dent repair and polish and stated he noticed swirl marks in his paint, My Service advisor at this point contacted myself regarding this concern, I also then received an email from a BMWNA customer representative regarding the above.I researched what had transpired and found out from my advisor that this was the first time the vehicle was ever is for Service and the vehicle was dirty when dropped off.| advised BMWNA via email that we had already addressed the customer concerns prior and that 11 days later we were accused of swirling the customer vehicle paint. The customer then called myself and stated the same regarding swirls in his paint. I explained that we had already addressed his concerns prior, and that 11 days later we cannot be liable, I also stated that once a vehicle leaves our Service department that we are not liable for any damages,We at the dealership do not feel we ever did anything wrong to this vehicle in the first place, The vehicle as stated was dirty when it came in. We repaired a dent and polished the vehicle as a gesture of goodwill for the customer. We wash and detail over 40 cars a day and do not normally damage vehicles and or paint, The vehicle left and the customer called back the next day, The Second time the customer called back 11 days after the dent repair and polish we performed.The customer was and has been demanding and using abusive language during phone Calls with my employee, myself and BMWNA customer relations, The dealership will not be performing any paint or swirl repairs to this vehicle, and we do not feel we should be financially responsible for anyone else that does. We feel taken advantage of by this customerand cannot be responsible for a vehicle condition 11 days after the same customer states the vehicle looks better than it ever has. If the customer choses to have outside work done to his vehicle we will not be financially liable.Please consider our above facts and stance on this issue, We Thank You for your time regarding this issue.Sínterely,F[redacted] Service & Parts Director Steve Thomas BMW MINI of Camarillo

In response to Mr. E[redacted]'s accusations and statements, Steve Thomas BMW has resolved the issue with Mr. N[redacted]. The center has provided him an additional year of warranty on the vehicle. He is pleased with the result and is happy with the outcome.We hope Mr. N[redacted] can start enjoying his...

vehicle and we can build a lasting client/center relationship.S[redacted]General Manager

This letter is in response to L[redacted] from STeve Thomas BMW. The vehicle is a 2014 BMW X3 2.8 (OD21904). The X3 was purchased on 10/20/16 with 13,571 miles. Seven months later and 12,000 miles later the client is concerned with the tires.We have reviewed the Certified Preowned Inspection. The...

tires at time of purchase had 70% tread life left, well within the CPO guidelines. The other BMW center has told Ms. Dole that the tread is still fine, it is the cracks that are concerning.We invited the client to our center to meet with R[redacted], the service manager and R[redacted], the shop foreman. The tires were inspected and it was very obivious the two right tires were damaged due to road hazards or other outside influences. The tread was fine.The client did not like the fact that we wouldn’t replace the two tires. We value our clients. In this case we could not justify the cost of replacing tires that were so obviously damaged by the client after purchase.T[redacted]General Sales Manager

Review: I took my BMW to Steve Thomas BMW in Camarillo California. The vehicle was leaking coolant. It's been leaking coolant since the service department replaced my water pump almost 2 years ago. I've tried to get them to replace the water pump, but every time I come in they tell me the leak is from something else. Finally the last time I was in, they told me if I spent another $1300, they would fix the leak. I agreed for the work to be done: to fix the leak. 2 days after the job, the leak started up again. When I complained to the service writer, and then the service manager, and asked for a refund, they insisted I drive up to Camarillo again for them to have a chance to see what's happened. When I went in, the service writer, the service manager, and the shop foreman and I, all stood by the vehicle as they pressure tested the vehicle. After a while coolant leaked from something called a "weep hole". That's when the shop foreman said, "I told them from the first time I saw this, that this was what the problem was". In other words, the tech and service writer authorized work on parts of the cooling system that the foreman knew would not solve the problem. The service department keeps telling me how much work they did and how many parts they replaced, but at the end of the day it did nothing to solve my leaking problem. And the foreman told them that only a $9000 invasive repair would have solved the problem, not a $1300. So I'm out $1300, and the car still leaks, and I have to add coolant every day, and clean up coolant from the drive way at about a pint's worth a day. This is not only costly but time consuming. Steve Thomas BMW should have known better than to go against their own shop foreman's recommendation. If they had flat out told me that the only way to fix the problem would be to spend $9000, then I would not have authorized spending the $1300. I'd like to have my money back. It really doesn't matter what they fixed or replaced. They didn't fix the leak.Desired Settlement: I'd either like to have my money back, or want them to repair the problem without incurring further costs.

Consumer

Response:

Review: 9634809

I am rejecting this response because: