Taylor Thomas General Building Contractor

Poor communication is the root of this issue and for that we apologizeEnis T***, General Manager of Roxbury BMW, confirmed that we've spoken to [redacted] and the situation has been handledSincerely,Missi C [redacted]

Our Service Manager, MrP [redacted] has remarked that the deterioration of the headlights is from stone chipsBMW will not cover this because it is caused by an outside influenceHowever, we are happy to contact BMW directly and ask that they send a field representative to take a look at it[redacted] *** should contact our service department to schedule the appointmentSincerely,Missi C [redacted]

As per, Enis T***, General Manager of BMW Roxbury, the situation has been resolved [redacted] first payment was made on his behalf as a result of the delay.We apologize for the inconvenience.Sincerely,Missi C [redacted]

I've done a lengthy investigation on this complaint and learned that Mr [redacted] vehicle is a and has alternate issues which he did not want to address, nor has he contacted us to inform us of any issues pertaining to the services renderedWe have disputed the charge back with *** [redacted] and sent a collection letter to his homeThe work done was authorized and he is responsible for paying for the completed workHe should contact Enis T***, General Manager, to discuss finding resolution.Sincerely,Missi C [redacted]

Complaint: [redacted] I am rejecting this response because: This sale was made with deceptive sales practice. We spent much time discussing the FACTORY delivery program where I will pick up the car at the factory. It wasn't until I kept asking about when I can buy plane ticket to fly to the factory that Andrzej just dropped the news that the car is being delivered to the dealership - contrary to what we had discussed all along. (see attached TXT messages and transcript where you can see I keep asking him for when I can order the plane tickets and he keeps either ignoring my requests or doesn't make any mention I will not be flying to the factory, instead as you can see on the last TXT, he even makes it look we're still waiting for a date so I can buy my plane ticket).The factory delivery program is outlined at http://www.bmwusa.com/Standard/Content/Explore/Experience/PDS/#vehicledelivery where it clearly states I can pick up the car at the factory as we had discussed. The problem is that Andrzej took it upon himself to downplay the importance of the experience of picking up the car at the factory vs. the dealership and kept on telling me "what's the difference? you still get to drive it on the track" to which I kept insisting that the driving on the track is not as important to ME as it seems to HIM - that to ME it is more important to have the experience of picking up the car at the factory being that I have a personal connection to the area.I also have a phone recording where they try to resolve the issue by shipping the car back to the factory (which the factory told me could not be done being it's illegal), and have me pickup the car at the dealership and drive back to the factory, which was unacceptable to me as it defeats the purpose of a factory pickup. In that phone call they admit they messed up and therefore are trying to resolve it, but I didn't want it, being that it is a brand new car and the only way for one to get that experience is to buy a brand new car (let me know where to send the recorded phone call and you can see for yourself). In other words, I was not only buying the car, but also the experience - which is a point they kept downplaying. I'm sorry, but I'm sure anyone can agree that anytime you spend top dollars for something be it a car or a restaurant, you don't want just the car or food, you also want to have a good experience to go with it. Being this was my second luxury car from this dealership and I missed out on the factory delivery program the first time, I kept on stressing the importance of it this time during the sale and Andrzej kept on playing along misleading us into believing we are getting the treatment he was selling us, just to find out he was gonna pull the rug from underneath our feet last minute. Very disappointing! Regards, [redacted]

There is a process that must take place in our accounting office that may take a few daysI responded immediately and our store acted in a timely mannerI ask that you allow us to do our due diligence and work through the processI will speak with Enis and ask that the process be expedited but ask for your patience at the same time.Sincerely, [redacted]

[redacted] General manager of BMW Roxbury, reached out and invited the customer in to the dealership to go over the warranties. He will look to find a resolution with her.Sincerely, [redacted]

[redacted] has called several times via phone to reach the customer with no success He will attempt via email and hopes to find resolution.Sincerely, [redacted]

After speaking to [redacted] ***, Service Manager of BMW Roxbury, I learned the customer came infor a knocking soundAfter checking diagnostics they ran the vehicle on thelift finding the longer the vehicle ran, the hotter the engine got and the louder thenoise gotThe noise seemed to be coming fromthe lower half of the engine or bottom halfIn order for them to see exactlywhat was wrong with the vehicle it was necessary to disassemble the motorIt couldbe pistons or bearings and the only way of knowing the extent of the damage is to take it apartThe vehicle has over 106,miles and we were told thatthe customer drove it until the vehicle stalled out [redacted] declined anywork to be performedThe last time we serviced the vehicle it had 57,miles and at the present time it had 106,542We don't know if there has been any regular maintenance on the car [redacted] did speak with Jerry S [redacted] one of our sales managers andwe offered to take him out of this vehicleWe also told [redacted] that we would see if BMW was willing to do anything to help get him into another vehicle [redacted] declinedJerry S [redacted] stated that this vehicle is in ** [redacted] 's fathers name and there are privacy issues that may complicategetting him out of this vehicle [redacted] attempted reaching Mr [redacted] to discuss the problem but has been unable to make contactWe stand behind the product and the manufacturer and feel we have been reasonable [redacted] is asked to please contact our Service Manager and work on remedying the problem.Sincerley,Missi C [redacted]