Team Rahal of Pittsburgh Inc

On August 25, I contacted Ms*** to inform her I was researching her complaint. Upon investigating I found that an error had been made when processing the payoff of the vehicle she was purchasing off lease. An attempt was made to correct this by having her sign new paperwork
Unfortunately this action did not correct the error resulting in Ms *** receiving an invoice for the remaining charges. I also confirmed that her attempts to have the charges paid had resulted in a lack of response from my staff. This transaction in no way represents the premium experience our clients expect and deserve. Bobby Rahal BMW of South Hills sent a check for the full amount of the charges to BMW Financial Services. On August 27, I verified that the check had indeed arrived and BMW Financial Services acknowledged that all fees were now paid. I contacted Ms*** on the evening of August 27, to assure her all charges had been paid in full and to verify her satisfaction with our resolution. Ms *** confirmed she was 100% satisfied.Respectfully,*** ** ***General ManagerBobby Rahal BMW of South Hills?

Review: This past trip has been very dissatisfying to the point where I probably won't even make another appointment at this particular location. The vehicle was a 2003 330ci with about 70K miles on it. They were to repair the lock infrastructure in the drivers door (operating rod, vapor barrier). During the 1st trip they investigated the problem and ordered the part required for the repair. My sales adviser had quoted that the 2nd trip would end up at around $400 worse case scenario and insisted that if the technician was to finish up sooner it would save me another $100 or so dollars. Thus ends the 1st experience, which was pleasurable.7/14/14 was the 2nd trip which started out just as good as the last time. I checked my car in, waited around, and when the bill came I was told that my vehicle actually needed an actuator for some reason too,although the other one had been working just fine with the remote. They had put this actuator in without my permission prior and the adviser said that since it wasn't originally quoted that the part would be removed from the bill. The disgusting part was that instead of doing an act of kindness by removing the actuator, they actually charged me an obscene amount of labor which in turn absorbed the cost of this "free" actuator that was put in again without my knowledge until it was already completed. I had dropped my car off at 8:30am and my receipt is time stamped at 10:47am. For this actuator and operating rod job I was charged 3.8 hours of labor. That's nearly double the elapsed time it took them. I'm entirely convinced that this labor up charge was done in order to cover up their blunder with the actuator and after taking to Reddit with the issue, others have came to agree that 3.8 hours for this job is insane. I took up a complaint with BMW North America as well, and Bobby Rahal still refused to comply. They ignore me as well. Also, they never offered to clean my vehicle as per usual which they offered to the guy sitting next to me, but not me.Desired Settlement: I would like my labor hours adjusted to the correct amount, and refunded for the previous overcharge of about 1.7 hours labor time, or refunded for the actuator which was put in without first asking my permission. Your friendly discount was no discount at all with the shady practices in the formation of the bill.

Review: The lease on my BMW 128i was coming to an end in May, and I was over on milage. I took my vehicle to Bobby Rahal BMW and was told that if I decided to purchase the vehicle, the milage fees and disposition fees would be waived. The dealership and I came to an agreed upon price, they took my vehicle for several days to perform an inspection, and when I returned to the dealership, I signed the contract and went on my way. Several days later, I received a call from Bobby Rahal stating that I needed to return to the dealership to re-sign the contract because the "odometer reading was off". I had to drive over an hour out from my home during my busy schedule and resigned the contract. Several weeks later I received an invoice from BMW Financial Services for a disposition fee and milage charges. I called to clarify that I purchased the vehicle, and that these charges were to be waived. They waived the dispoition fee but stated to me "the because they way the dealership sold you the vehicle, you are responsible for the charges." I contacted the dealership who stated they would "take care of it". After going back and forth with the dealership and BMWFS for several weeks, I contacted a BMW customer relations representative who confirmed that since I purchased the vehicle end-of-lease, I should not be responsible for the charges, and that they would contact the dealership and that BMW customer relations would return my call in 3-5 business days. After two weeks without hearing back from customer relations, I called them. They stated they had talked to the dealership who said they were handling it and that they dealership told them there was no need to follow up with me. This issue is still unresolved.

The dealership representatives were disrespectful to me as a customer during the purchase, they were fraudulent in the way they purchased the vehicle, and have no intentions of getting back to me on the issue, let alone paying the charges that they owe on my behalf. They were dishonest during the sale, and the two separate contracts that I have show that they have manipulated this sale.Desired Settlement: Bobby Rahal shall pay BMWFS for the end-of-lease milage charges on the BMW 128i. I purchased the vehicle at the end of my lease on the basis that there were no over milage charges, and these fees were not disclosed to me by Bobby Rahal at pine of purchase.

Business

Response:

On August 25, 2015 I contacted Ms. [redacted] to inform her I was researching her complaint. Upon investigating I found that an error had been made when processing the payoff of the vehicle she was purchasing off lease. An attempt was made to correct this by having her sign new paperwork. Unfortunately this action did not correct the error resulting in Ms [redacted] receiving an invoice for the remaining charges. I also confirmed that her attempts to have the charges paid had resulted in a lack of response from my staff. This transaction in no way represents the premium experience our clients expect and deserve. Bobby Rahal BMW of South Hills sent a check for the full amount of the charges to BMW Financial Services. On August 27, 2015 I verified that the check had indeed arrived and BMW Financial Services acknowledged that all fees were now paid. I contacted Ms. [redacted] on the evening of August 27, 2015 to assure her all charges had been paid in full and to verify her satisfaction with our resolution. Ms [redacted] confirmed she was 100% satisfied.Respectfully,[redacted]General ManagerBobby Rahal BMW of South Hills?