Tres Oaks Ranch

Good afternoon,We have reviewed the consumers? request for participation and the sequence of repairs / concerns with his BMWAs the repair facility, our diagnosis showed the turbo oil return seal was leakingWe replaced the seal on and rechecked the systemThe client stated there was a charge for the steam cleaning of the engine, our facility absorbed the cost of the steam cleaning and a detail at the time of service, at no expense to the guest (refer to RO [redacted] )A second repair was performed due to a faulty seal and covered under a parts warranty, at no expense to the guest (refer to RO # [redacted] )The final inspection on indicated? additional? oil leaksThe facility offered a discounted price at the timeDue to the excellent service history and relationship with the guest, BMWSD will reduce the repair cost to $+ taxThe guest has agreed to the offer via email communication, and will return for repairs on Friday 06.24.16.? ?

Good afternoon, ? Our Pre-Owned Sales Manager, [redacted] , has been in contact with Ms [redacted] and she will be bringing her vehicle to the dealership Friday, October 3rd.? Thank you, [redacted]

Good Morning [redacted] , as discussed we are processing your credit in the amount of $for repairs performed on Repair Order 633654, for repairs that should have been covered under parts warranty from previous repairsOnce the funds have been received by BMW NA, we will issue you a check in the amount discussed ($575.06)Please contact me if you have any questions and we will speak soon? Sincerely,? [redacted] ***Service ManagerBMW of San Diego [redacted] ***

Good morning Ms***,I was able to access the records in our computer for Mr [redacted] 's service history dating back to 04/25/2011.? Mr [redacted] brought his vehicle in several times since April of 2011, for maintenance and for mechanical concerns such as; check engine light on, coolant malfunction light on and overheating concerns.? During his visit this time on 6/21/Mr [redacted] brought his vehicle in with a drivetrain malfunction indicator on and a loss of power.? this is the first and only time that? the drivetrain malfunction light was addressed, documented? or diagnosed that I could? find? in any of our records.? The vehicle was diagnosed and the technician found a fault in the system for fuel pressure system low and after trouble shooting the concern, it was deemed that the high pressure pump was leaking internally and needed to be replaced.? An estimate in the amount of $plus tax was presented to the client.? ? Mr [redacted] was upset because he felt that BMW knew there was an issue with the high pressure pumps and that he had experienced issues with this system while the vehicle was under warranty and thought that BMW should pay for the repairs.? Mr [redacted] contacted BMW North America and asked for assistance, they told him that based on the year of the vehicle and the current mileage of 131,there would no assistance for the repairs.? According to Mr [redacted] they referred him to me so that I could offer assistance.? I spoke with Mr [redacted] and told him that I had no way of providing any goodwill assistance because of the age and mileage of the vehicle.? I contacted our BMW North America? Aftersales Area M***ger? and discussed the client's issue and I was told that there would be no assistance for? warranty? goodwillI explained to Mr [redacted] that we the dealership had no control over the warranty terms on any given item and that I could not override BMW's decision to not offer any assistance, ,but that as a courtesy to him and I would gladly extend a 10% discount for the repairs.? ? The client was not happy with my response and when he came to pick up his vehicle, as a goodwill, I waived the $diagnosis fee that he was responsible forUnfortunately there is nothing that the dealership can do to assist the client further in getting the repairs covered under warranty.? Please let me know how I can be of further assistance to you.? You can reach me on my cell at [redacted] .? Thank you.? [redacted] Service Director?

Good afternoon ***, I wanted to follow up with you regarding our discussion on ID # *** for *** ***. I would like to pick up the BMW and deliver a Loaner, so that we may inspect her BMW and determine the failure and cause of failureIf there is anything that has been
incorrectly performed at BMW of San Diego, we would always do the right thing to take care of the guest. We do request the opportunity to identify the concerns that she is experiencing and the cause of failure. I have called the guest (leaving a voice message 10:13am 10.06.16) and followed up with an email to the guest at 10:10.06.16. Thank you! *** ***

Mr*** *** *** *** *** *** *** *** ** *** Dear Mr*** My name is *** ***, I am the New Car Sales Manager for BMW of San Diego. I apologize for the time and frustration you have spent to resolve lease-end on the BMW ***
***. We at BMW of San Diego appreciate your business and hope to continue a positive relationship. BMW of San Diego will be sending BMWFS a check to absorb the wear and tear damages on the described vehicle. Account number *** You might receive a final bill from BMWFS for the disposition fee plus taxIn the future please feel free to contact me directly via email or *** *** *** Sincerely,

Good afternoon,We have reviewed the consumers request for participation and the sequence of repairs / concerns with his BMWAs the repair facility, our diagnosis showed the turbo oil return seal was leakingWe replaced the seal on and rechecked the systemThe client stated there was
a charge for the steam cleaning of the engine, our facility absorbed the cost of the steam cleaning and a detail at the time of service, at no expense to the guest (refer to RO ***)A second repair was performed due to a faulty seal and covered under a parts warranty, at no expense to the guest (refer to RO # ***)The final inspection on indicated additional oil leaksThe facility offered a discounted price at the timeDue to the excellent service history and relationship with the guest, BMWSD will reduce the repair cost to $+ taxThe guest has agreed to the offer via email communication, and will return for repairs on Friday 06.24.16.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I feel that I cannot trust the dealer to fix the problem without excuses and/or asking for even more money; I offered to the service manager to pay for their cost of parts used( wholesale- not marked up) and part ways so I could move on and find someone else to fix it properly.Parts at cost only, no labor either As of today, no response to my offer has been received yet

To Whom It May Concern, The $owed is a disposition feeAll manufactures have a disposition fee attached to their leasesIf you buy another BMW they will waive this feeIf you do not purchase another BMW through BMW financial services, you will then get charged the $plus tax This
has been discussed with Mr***

Good morning,*** *** was the service advisor who was assisting this client with her complaint. He had pointed out to her that he could not see the damage she was claiming on the two front wheels when she came to pick up her vehicleThe client then began yelling and cursing at *** ***
and demanded to speak with a manager*** *** came to get me and explained situation to me. I, *** *** (Service Director) walked out to meet the client. I introduced myself to the client and informed her that if there was any wrong doing in the dealership's part that we would make things right. I proceeded to examine both front wheels that according to the client were scratched, and could not find any damage. I looked twice and could not identify any damage. I asked the client to please show me where she was seeing the damage because I was not seeing anything. She responded very upset, asking if she needed to get on her knees to show me the damage. I told her that she didn't need to do that, and that if I needed to search for the damage, then there was not evident damage and I could not help her. I did wish her a good day and gave her my cardThere really was nothing much I could do to help her. Because customer service is very important to us, I did discuss this with my General Manager *** *** and he called the client on Friday May 11th at 1:21pm and she didn't call him back. Please let me know if you have any other questions. You can reach me on my cell at 858-864-*** or email at ***@penskeautomotive.com Thank you

Good afternoon, I have reviewed the request, diagnosis data and repair workThe repairs were performed correctly were reasonableThere was no workmanship errors or misdiagnosis performed. I have included the onboard diagnostic data from the guests BMW for reviewAs a goodwill gesture BMW of San Diego will offer to credit the guest back for the labor spent on the spark plug replacement and coils, in the amount of $ *** ***Service ManagerBMW of San Diego*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear again, totally ignored the facts I gave and refuses to take responsibility for an item they know is faulty and started failing under true extended warrantyI understand this is their official position, but it is and evades the responsibility to the customer, similar to the dangerous recalled airbag which I need to drive fir over a year before it will be replacedIf the most prestigious and expensive brands behave this way, l wonder where we are goingDistasteful.
Regards,
*** ***

Good Morning *** ***, as discussed we are processing your credit in the amount of $for repairs performed on Repair Order 633654, for repairs that should have been covered under parts warranty from previous repairsOnce the funds have been received by BMW NA, we will issue you a check in
the amount discussed ($575.06)Please contact me if you have any questions and we will speak soon Sincerely,
*** ***Service ManagerBMW of San Diego*** *** *** *** ***

Good Morning,I have requested the documentation of repairs performed at BMW of Riverside to review diagnosis and repairs completed at that timeMr*** has not provided me those receiptsI have reached out to BMW of Riverside and requested documents for review as wellI am waiting approval
from the dealership to release documents for reviewAfter reviewing the documents I can determine if the guest is eligible for reimbursementTruly, I am unable to perform a credit until I receive these documents; of which I have requested numerous times.*** ***Service ManagerBMW of San Diego

Good afternoon, Our Pre-Owned Sales Manager, *** ***, has been in contact with Ms*** and she will be bringing her vehicle to the dealership Friday, October 3rd. Thank you, *** ***

Good morning Ms[redacted],I was able to access the records in our computer for Mr[redacted]'s service history dating back to 04/25/2011.? Mr[redacted] brought his vehicle in several times since April of 2011, for maintenance and for mechanical concerns such as; check engine light on, coolant
malfunction light on and overheating concerns.? During his visit this time on 6/21/Mr[redacted] brought his vehicle in with a drivetrain malfunction indicator on and a loss of power.? this is the first and only time that? the drivetrain malfunction light was addressed, documented? or diagnosed that I could? find? in any of our records.? The vehicle was diagnosed and the technician found a fault in the system for fuel pressure system low and after trouble shooting the concern, it was deemed that the high pressure pump was leaking internally and needed to be replaced.? An estimate in the amount of $plus tax was presented to the client.? ? Mr[redacted] was upset because he felt that BMW knew there was an issue with the high pressure pumps and that he had experienced issues with this system while the vehicle was under warranty and thought that BMW should pay for the repairs.? Mr[redacted] contacted BMW North America and asked for assistance, they told him that based on the year of the vehicle and the current mileage of 131,there would no assistance for the repairs.? According to Mr[redacted] they referred him to me so that I could offer assistance.? I spoke with Mr[redacted] and told him that I had no way of providing any goodwill assistance because of the age and mileage of the vehicle.? I contacted our BMW North America? Aftersales Area M[redacted]ger? and discussed the client's issue and I was told that there would be no assistance for? warranty? goodwillI explained to Mr[redacted] that we the dealership had no control over the warranty terms on any given item and that I could not override BMW's decision to not offer any assistance, ,but that as a courtesy to him and I would gladly extend a 10% discount for the repairs.? ? The client was not happy with my response and when he came to pick up his vehicle, as a goodwill, I waived the $diagnosis fee that he was responsible forUnfortunately there is nothing that the dealership can do to assist the client further in getting the repairs covered under warranty.? Please let me know how I can be of further assistance to you.? You can reach me on my cell at [redacted].? Thank you.? [redacted]Service Director?