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 vehicle.The 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 left.The 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 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 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 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 doesWe feel taken advantage of by this customerand 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 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
This letter is in response to L [redacted] from STeve Thomas BMWThe vehicle is a BMW X(OD21904)The Xwas purchased on 10/20/with 13,milesSeven months later and 12,miles later the client is concerned with the tires.We have reviewed the Certified Preowned InspectionThe tires at time of purchase had 70% tread life left, well within the CPO guidelinesThe other BMW center has told MsDole 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 foremanThe tires were inspected and it was very obivious the two right tires were damaged due to road hazards or other outside influencesThe tread was fine.The client did not like the fact that we wouldn’t replace the two tiresWe value our clientsIn 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
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 vehicle.The 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 left.The 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 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 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 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 doesWe feel taken advantage of by this customerand 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 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
This letter is in response to L [redacted] from STeve Thomas BMWThe vehicle is a BMW X(OD21904)The Xwas purchased on 10/20/with 13,milesSeven months later and 12,miles later the client is concerned with the tires.We have reviewed the Certified Preowned InspectionThe tires at time of purchase had 70% tread life left, well within the CPO guidelinesThe other BMW center has told MsDole 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 foremanThe tires were inspected and it was very obivious the two right tires were damaged due to road hazards or other outside influencesThe tread was fine.The client did not like the fact that we wouldn’t replace the two tiresWe value our clientsIn 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