Thompson BMW East, Inc.

December 3, 2015To Whom it may Concern,
In regards to *** ***'s complaint that his vehicle was not fixed, and his money never refunded, I would dispute this claimOn July 15, *** *** brought his vehicle to Thompson BMW for a check engine lightComputer
diagnostic called to replace the throttle motorWe replaced the throttle, cleared the faults and after roadtesting with no fault return, released the car to the customerTotal cost to customer for parts and labor, including tax was $which customer charged to their *** ***.On July 23, the customer brought the car back with a check engine light again, The vehicle had traveled approxmiles in that time frame.I spoke to *** *** when she dropped off and *** *** after that by phone, told *** *** we needed to find out what was wrong with the car, and if it was a related concern, she would not have to pay anymore than she already hadUpon diagnosis, we found a fault for the nox sensor, which had been previously present and also a fault for EGR valve stickingWe replaced the nox sensor, the EGR valve and the low pressure EGR sensorThe customer paid nothing for these repairs, which cost Thompson $As I told the customer, it would not cost them any more money to fix the problemTotally unrelated to this repair, the transfer case had an internal failure at miles, and this is when the Customers traded the car inThis had nothing to do with the check engine lightThe customer also contested the charge on their *** *** and lost that dispute back in October If there is any further information needed, please do not hesitate to contact me directly at ***Sincerely,
Andi G
Service Manager

Dear *** ***/Revdex.com,The customer who submitted this complaint is required to pay a disposition fee of $as per the contract that they have signed between them and BMWI have attached a copy of a blank contract with the portions highlighted that are applicable to this circumstance.If you
have any questions please feel free to reach me at or ***@1800thompson.com.Thank you and I hope you are able to bring clarity to this situation between the customer and BMW financial services.John C.New Vehicle Sales Manager

In response to BMW 328i vin # *** the vehicle was brought into Thompson BMW on March 28, repair order number ***The customers concern on the repair order was CUSTOMER STATES DRIVERS FRONT TIRE HIT A POTHOLE, VEHICLE FEELS SHAKY WHEN DRIVINGDealer inspection found
all four rims bent, rims were sent out and straightened and we also rotated and balanced all four tires and performed a four wheel alignment.The vehicle was towed in on Saturday April 4, with a customer concern of CUSTOMER STATES TIRE PRESSURE MONITOR LIGHT IS ON, CHECK AND ADVISEDealer inspection found right front tire flat and both the right side rims bent slightlyJohn M*** advised customer that it needed a new tire*** *** did ask John if she could buy a tire herself and he said OK, this was on Monday and the tire still did not arrive as of Friday am and John M*** called *** *** and inquired about the new tire and she said it would not be in until next week, John explained that we could not continue to absorb the expense of the *** rental vehicle she was in at $dollars per day after Friday and that we had the tire in stock and if she wanted to stay in the rental vehicle that she would be responsible for the charges after thatIf you or *** *** have any additional questions please feel free to contact me.Jim L*** Service/parts director

In response to Revdex.com letter, customer had their vehicle towed into Thompson BMW by an independent towing company on September 6,at 8:pm for multiple warning lights on dashDealer inspected vehicle on September 7" and advised customer vehicle needed an alternator and recommended two tires,
Customer authorized us too replace the alternator and the two rear tiresWhile technician was checking out vehicle he noticed damage on hood of vehicleThe customer picked up his vehicle on September 13,th and called back and said he had damage to his windshield and hood that was not there prior to his vehicle coming in for serviceCustomer sent us pictures of damage to vehicle and we reviewed our camera and noted the damage to hood and windshieldThe owner of the vehicles son came into review our pictures and I explained we did not damage his vehicle and that we would be willing to help him out with his deductible as a goodwill gesture and suggested he call his insurance companyWe only drove the vehicle three miles and we did not drop anything on the windshield and hood as customer statedI never heard back from anyone after meeting with the owner's son and explained what are findings wereIf you have any additional questions please feel free to contact me.Sincerely,Jim L***Service/parts director

November 3, 2016This is in response to our previous fax dated October 12,our position on this matter still stands,In response to Revdex.com letter, customer had their vehicle towed into Thompson BMW by an independent towing company on September 6, at 8:pm for multiple warning lights on dash, Dealer inspected vehicle on September 7th and advised customer vehicle needed an alternator and recommended two tires, Customer authorized us too replace the alternator and the two rear tiresWhile technician was checking out vehicle he noticed damage on hood of vehicleThe customer picked up his vehicle on September 13,th and called back and said he had damage to his windshield and hood that was not there prior to his vehicle coming in for serviceCustomer sent us pictures of damage to vehicle and we reviewed our camera and noted the damage to hood and windshieldThe owner of the vehicles son came into review our pictures and I explained we did not damage his vehicle and that we would be willing to help him out with his deductible as a goodwill gesture and suggested he call his insurance companyWe only drove the vehicle three miles and we did not drop anything on the windshield and hood as customer statedI never heard back from anyone after meeting with the owner's son and explained what are findings wereIf you have any additional questions please feel free to contact me.Sincerely,Jim L***Service/parts director

December 3, 2015To Whom it may Concern,In regards to [redacted]'s complaint that his vehicle was not fixed, and his money never refunded, I would dispute this claim.On July 15, 2015 [redacted] brought his vehicle to Thompson BMW for a check engine light. Computer diagnostic called to replace the...

throttle motor. We replaced the throttle, cleared the faults and after roadtesting with no fault return, released the car to the customer. Total cost to customer for parts and labor, including tax was $885.46 which customer charged to their [redacted].On July 23, 2015 the customer brought the car back with a check engine light again, The vehicle had traveled approx. 1000 miles in that time frame.I spoke to [redacted] when she dropped off and [redacted] after that by phone, told [redacted] we needed to find out what was wrong with the car, and if it was a related concern, she would not have to pay anymore than she already had.Upon diagnosis, we found a fault for the nox sensor, which had been previously present and also a fault for EGR valve sticking.We replaced the nox sensor, the EGR valve and the low pressure EGR sensor. The customer paid nothing for these repairs, which cost Thompson $1403.43.As I told the customer, it would not cost them any more money to fix the problem.Totally unrelated to this repair, the transfer case had an internal failure at 93628 miles, and this is when the Customers traded the car in.This had nothing to do with the check engine light. The customer also contested the charge on their [redacted] and lost that dispute back in October 2015.If there is any further information needed, please do not hesitate to contact me directly at [redacted].Sincerely,Andi G. Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:As we've stated before we have taken esteem care of this vehicle and we rarely drive this vehicle to have any damage like that.  We don't even take this vehicle for services anywhere else but the dealership.  There was no damage on the vehicle before we dropped off the vehicle.  We found the damage on the vehicle after we picked up from the dealership.  They tried pulling up the images on the video recording but they couldn't prove anything otherwise.  The car was dropped off with no damage, to the dealership.  It was dropped off for a genuine mechanical problem.  Thompson doesn't want to admit their fault and doesn't want to pay for this damage caused by them.  This is absurd and bad business ethics.
Regards,
 [redacted]

February 3, 2017To Whom it May Concern,In response to the complaint registered by [redacted] in regards to his 2016 [redacted], [redacted] has been denied service at Thompson BMW because of his abusive treatment of our employees. He has cursed at our employees, and also at our upper management.[redacted],...

who according to BMW of [redacted] is not the registered owner of this vehicle, has on numerous occasions, refused to pay the co-pay on his extended warranties. His vehicles, including this [redacted], have been flagged by BMW for having aftermarket equipment and parts added.He has bullied our service assistants if he doesn't get the loaner car he believes he is entitled too.As an organization, we do not condone this type of treatment of our employees, and do not want to continue a business relationship with [redacted].Any question, please feel free to contact me directly, ###-###-####.Sincerely,Andi G. Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Some key information was left out of the response. In July, 2015 I brought the vehicle to Thompson BMW with a check engine light on for diagnosis.  I was told there was a total of 11 faults and just one of the faults with $2700 to repair.  After learning of the numerous faults, I agreed to pay for labor (appx $175)to make a complete and through diagnosis which would allow me to make a decision if I wanted to invest in the vehicle or forgo repairs and purchase a new vehicle.  After the indepth analysis was completed,   I was then told the entire cost of repair would be about $1200.  Next I was told the repairs were complete and the final bill was $865.00.  The same day the car was picked up after service, not 1000 miles later, the check engine light came back on.  We were enroute to vacation in Virgina and was told the light would not affect the safety of the vehicle.  When we brought the vehicle again I was assured Thompson would fix the vehicle at no extra charge or I would be given a refund.  This is the reason Thompson claims they paid the additional $1400 for repairs.  Regretfully that too did not fix the original issues and I was told by the service manager that we could have a refund.  I haven't got the refund yet.  Next I will be notifying the PA attorney general if this cant be resolved.
 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Some key information was left out of the response. In July, 2015 I brought the vehicle to Thompson BMW with a check engine light on for diagnosis.  I was told there was a total of 11 faults and just one of the faults with $2700 to repair.  After learning of the numerous faults, I agreed to pay for labor (appx $175)to make a complete and through diagnosis which would allow me to make a decision if I wanted to invest in the vehicle or forgo repairs and purchase a new vehicle.  After the indepth analysis was completed,   I was then told the entire cost of repair would be about $1200.  Next I was told the repairs were complete and the final bill was $865.00.  The same day the car was picked up after service, not 1000 miles later, the check engine light came back on.  We were enroute to vacation in Virgina and was told the light would not affect the safety of the vehicle.  When we brought the vehicle again I was assured Thompson would fix the vehicle at no extra charge or I would be given a refund.  This is the reason Thompson claims they paid the additional $1400 for repairs.  Regretfully that too did not fix the original issues and I was told by the service manager that we could have a refund.  I haven't got the refund yet.  Next I will be notifying the PA attorney general if this cant be resolved. Regards,
[redacted]

-------- Forwarded message ----------From: <[redacted].com>Date: Tue, May 12, 2015 at 2:50 PMSubject: Re: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>
Hi [redacted],
I have reviewed it. And the business is lying. I have taken the car from them on Thursday, April 2 (they have replaced all four wheels and did an alignment). I drove home carefully, didn't hit anything. I worked from home on Friday and didn't go anywhere. On Saturday, when I got into the car, the tire was low. And I have called them immediately. they told me to bring the car in on Monday. I left the car at my friends house as I didn't want to drive it anymore. On Sunday we noticed that the tire went down even more and it was not driveable. Since Thompson changed all the wheels just a few days ago, they couldn't miss that one of the tires was damaged. So my guess that it wasn't damaged and when they have changed wheels and put the tires back they didn't seal it properly and were trying to disguise it, saying that I hit pot hole second time. So on Sunday April 4, I called them again and they sent a tow  truck. On Monday John M[redacted] called me and said that I need a tire change and an alignment. I asked him: Again? he quickly said, ok, then you don't need it. I asked if I could buy my own tire. They said it was ok. But then he called me on Tuesday, left an angry message, then called on Wednesday and demand that I need to put their tire on or pay 200$ for the loaner car. I tried to explain that the tire I bought is in transit and coming on Friday. He kept saying you either pay for loaner, or pay for our tire. It was very uncomfortable for me to experience such tone like I was a criminal or low life. I am a single mother and are trying to save money where I can. After experiencing all this, I told him go ahead use your tire, I will keep the one I ordered as a spare. No apology for them, no sympathy, nothing. And on top of it, they lied in their response that they gave me time till Friday. This is total bs. I have already picked up the car on Friday morning. so they couldn't possibly give me time till Friday. I am very disappointed in their service.
 
Sincerely, [redacted]