Union Park Automotive Group, Inc.

Just purchased a 2019 BMW 5 series and about 3 weeks in the power window passenger side wasn't working. Seemed like a motor issue.
Took the car in and met with Jeremy Burkland and discussed the issue. Had to wait a couple of days due to the holiday and needed to order some parts.
Picked up the car when it was promised to be ready and the guys did a great job. They also mounted my license plates and the car was washed and very clean. Very impress with Jeremy and the guys. Great job fellows!

Mr*** had numerous discussions with Union Park earlier this year regarding this issueIn a nutshell, his vehicle exhibited multiple exterior oil leaksHe decided to have these leaks repaired and picked up his vehicle on 2/19/He returned on 3/30/with another concern, caused by
internal engine leakage and damage, which is a completely different condition than the one originally repaired by Union ParkHe was upset that we did not identify this different problem during his previous visitHowever it is impossible to foresee all future issues, especially when they occur inside an engineMr*** contacted BMW of North America on multiple occasions and asked for their assistance BMW eventually agreed to provide him with $towards a new vehicle as a goodwill gesture, but even they agreed the dealership was not responsible for his current concern It has been months since this issue was addressed, and since Mr*** does not even own the affected vehicle, I believe the situation is actually mootIf you have any question, please feel free to contact meThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,

I am responding to Revdex.com customer concern *** that was opened by Ms*** *** pertaining to a customer concern with Union Park Honda.I am sorry that Ms*** has an issue with her brakes; however I do not believe Union Park is responsible for her current situation I have enclosed copies
of Ms***'s last service visits She came to Union Park Honda on 3/ at miles and requesteda "B" serviceA "B" service includes oil and filter change, tire rotation, brake inspection, topping off fluids, and a battery inspection We performed that service and provided brake information on both the customer's invoice and the customer's Multi-point inspection sheet The customer was informed that her front brakes were at 4- millimeters, and the recommended replacement level was millimetersYou will also note that the middle column on the Multi-point inspection sheet is checked for her right front brakeThe left column indicates a satisfactory situation, the middle columnindicates may require fu1iher attention and the right column indicates an issue requiring immediate action This was noted and provid ed to Ms*** in writing after her service.She next returned to the dealership on 8/14/ at milesShe had traveled miles since her last serviceShe requested an "A" service which consists of an oil and filter change, topping off of certain fluids and a battery inspection Note that there is not a tire rotation or a brake inspection included with this less expensive maintenance serviceHer receipt does not provide any brake measurements, and we informed the customer in writing on her Multi-point inspection form that brakes were not inspected on this visit If you look on the form on the right side the box is checked that no brake inspection was done If the customer had asked about the brakes we would have entered a line on our repair order instructing the technician to address hr concern Further, she signed the invoice acknowledging what services were performed and not performed on her vehicle.Union Park Honda has not inspected Ms***'s brakes since 3/ 12/ 15, with her traveling a minimum of miles since thenI do not know how many miles are currentl y on the vehicle as it has been over months since we have seen itI do not know what is needed to repair her brakes, as she did not return the vehicle to Union park to inspectI do know that $for brakes pads and rotors is much more than we would charge to repairAs a side note, as brakes wear, there is a sensor that causes a high pitched squeal to emanate from them when appliedThis squeal is a warning to the driver that the brakes are low and they should address thi s issue soon, otherwise there may be residual damage to the rotors, which appears to be what happened in this caseThe customer is responsible for maintaining their vehicle and to address issues, like a squealing brake, in a timelymanner If they fail to do so, situations like this may occur.If you have any questions please feel free to contact me at ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below

I am responding to Revdex.com customer concern *** that was opened by Ms*** *** pertaining to a customer concern with Union Park Honda.I am sorry that Ms*** has an issue with her brakes; however I do not believe Union Park is responsible for her current situation I have enclosed
copies of Ms***'s last service visits She came to Union Park Honda on 3/ at miles and requesteda "B" serviceA "B" service includes oil and filter change, tire rotation, brake inspection, topping off fluids, and a battery inspection We performed that service and provided brake information on both the customer's invoice and the customer's Multi-point inspection sheet The customer was informed that her front brakes were at 4- millimeters, and the recommended replacement level was millimetersYou will also note that the middle column on the Multi-point inspection sheet is checked for her right front brakeThe left column indicates a satisfactory situation, the middle columnindicates may require fu1iher attention and the right column indicates an issue requiring immediate action This was noted and provid ed to Ms*** in writing after her service.She next returned to the dealership on 8/14/ at milesShe had traveled miles since her last serviceShe requested an "A" service which consists of an oil and filter change, topping off of certain fluids and a battery inspection Note that there is not a tire rotation or a brake inspection included with this less expensive maintenance serviceHer receipt does not provide any brake measurements, and we informed the customer in writing on her Multi-point inspection form that brakes were not inspected on this visit If you look on the form on the right side the box is checked that no brake inspection was done If the customer had asked about the brakes we would have entered a line on our repair order instructing the technician to address hr concern Further, she signed the invoice acknowledging what services were performed and not performed on her vehicle.Union Park Honda has not inspected Ms***'s brakes since 3/ 12/ 15, with her traveling a minimum of miles since thenI do not know how many miles are currentl y on the vehicle as it has been over months since we have seen itI do not know what is needed to repair her brakes, as she did not return the vehicle to Union park to inspectI do know that $for brakes pads and rotors is much more than we would charge to repairAs a side note, as brakes wear, there is a sensor that causes a high pitched squeal to emanate from them when appliedThis squeal is a warning to the driver that the brakes are low and they should address thi s issue soon, otherwise there may be residual damage to the rotors, which appears to be what happened in this caseThe customer is responsible for maintaining their vehicle and to address issues, like a squealing brake, in a timelymanner If they fail to do so, situations like this may occur.If you have any questions please feel free to contact me at ***

Customer purchased vehicle used on 12/31/At the same time, the customer purchased an extended warranty administered by MasterTech, signed the warranty acceptance form and was provided a copy of the policy and all items covered and not coveredThe part that failed on the vehicle is
the alternator, which is a covered component. The battery also tests faulty, but is not a covered component as stated in the extended warranty. The extended warranty additionally states it will cover towing expenses up to $75.
Union Park has agreed to replace the alternator according to MasterTech's time allowance, therefore *** *** does not have to pay any additional fee for this repair. She has agreed to pay for a new battery ($installed) and a required $repair deductible, for a total of $306.14. Union Park has supplied MasterTech with copies of the customer's tow bills, and they will reimburse the customer $directly to them.
These actions are all in direct line with the extended warrranty that the customer purchased. Copies of the customer's extended warranty are available upon request

Please see the attached for both the payoff and pre-inspection from when he was at the dealership on 3/18/He did sign off on the $bumper damageThe payoff was after a third party inspection was completedWe did not do the inspection here as the Kia dealership personnel dropped the car and
Mr*** was not present to signThe third party inspection found a total of $in excess wear and tear and was completed at the end of April, roughly to weeks after the initial pre-inspection was completedTo clarify, we do not have any control over what will or will not be charged when a third party inspection is done.Regarding what was verbalized to the client, we said that this is what the charges would look like if he were to go to any other brand and a BMW Financial Services representative would inspect the carIf he were to do business with BMW again, any charges have the possibility of being waivedRegarding "nothing owed", he is stating we told him he could just drop the car off with no chargesThis is an incorrect statementWhen speaking with our clients, we discuss the BMW Financial Services early lease termination program whereby some payments can be waived at the initiation of a new lease

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Union Park, in their response, have eliminated a number of facts First they are failing to acknowledge the multiple conversations between the service dates in which they communicated to me that the internal engine problems are a KNOWN possible complication of actually performing external engine seals They omitted this information in my discussions with them about the efficacy of the first service of external engine sealing Had I been informed of the possible internal problem that could possibly result, I would not have agreed to the very expensive first services The second engine issue is a DIRECT cause of the first engine seal repair, and Union Park is refusing to acknowledge it Any mechanic can confirm that the two issues are related When the internal problems started with exhibiting blue exhaust smoke within a few days of the first service, I immediately called them and they told me that it was engine oil burning off and to wait to see if it would subside Although it did subside to happening only on idle, I thought it would eventually go away It did not go away Union Park is also not acknowledging that they know about these BMW engine problems since there was a recall in that they indicate doesn't apply to my car because of some technicality they can't clearly articulate The recall and the service records are attached The issue is not mute since I no longer have the vehicle I would like reimbursement for the first service since Union Park had an ethical responsibility to communicate the fact that sealing the external portions of the engine could cause pressure changes within the internal engine that could cause additional problems Again, upon researching this issue after the problems occurred, it is a known fact that these internal problems can occurUnion Park had a business ethical obligation to communicate that to me prior to their performing the first service Therefore, I am requesting the refund
Regards,

Contacted customer about their issueApologized for what seemed to be a communication issue, and offered to remove the installed part at no charge to the customerThe customer, however, did not wish to have the new part removed, and we were able to come to an agreement on the installation of a new
alternator while retaining the new throttle body alsoCustomer stated he was pleased with the offer and final result, The vehicle was completed and returned to the customer on 12/6/The customer indicated he was satisfied

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11671858, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Good morning,This has not been resolved. Please see below: Good morning, DMV informed me that the tags were completed by the dealership  on Friday 8/26/16 and they still have not sent me my tags this is not resolved. Please help Thank youHi,This issue is still not resolved the dealership filed for my tags and still has not given me my tags.

We have prioritized the vehicle in our body shop, and the customer is scheduled to be at our shop on Friday 4/21/17 @
5:00 PM to pick up his repaired vehicle. We apologize that repairs took longer than anticipated.

It is truly unfortunate that the customer is experiencing an issue with her vehicle. We have her vehicle in the service shop now and have determined that the electric water pump has failed 6 weeks after her purchase.  Ms. [redacted] was offered different extended warranty choices at purchase, and...

she had agreed to a 50-50 warranty at that time. This means the dealership and the customer split the repairs 50-50 during the warranty period. We originally offered to repair the vehicle under the terms of this warranty, but the customer was unhappy.After I received this customer issue, I contacted the owner of the company and addressed it with him. We agreed that even though the vehicle is used, and the water pump was operating as designed when the vehicle was first purchased, this unfortunate event is not the fault of the customer. Therefore, we have contacted the customer and we will replace the water pump at no charge to the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The dealership argues that they inspected the brakes in Mar'15 but not in Aug'15, since the August visit was plan A which doesn't include brake.  Therefore, they should not be responsible. That's ill grounded argument.  As customers, we rely on their expert opinions on what needs to be serviced/updated. They check what needs to be done even if it's not included in the service plan.  That's called their courtesy mult-ipoint check-up, I believe.  It's common sense that you leave your car there and you'll expect a call from them discussing what work needs to be done, even if it is out of the plan as you walked in.  That's the normal way of dealership service.  What's more, we did ask how the brakes were doing specifically!  No warning was issued.  I wonder whether they feel they can tell all their customers that don't do such precaution checkup, and their customers are responsible of knowing what needs to be fixed/updated.As soon as I heard the big noise when stepping on the brakes, we did take the car to the auto shop.  Please note it was only 4 weeks after the August visit.  When we took it to the service department of AutoSport Honda, the mechanic told us that brake pads should have been replaced months ago.It's interesting that Union Park Honda challenges the cost of our repair.  I'm attaching the invoice for your information.  We believe we are being good customers by trying to talk to Union Park Honda, and asking them to be only responsible for the rotors, which should have been avoided had they done their checkup job properly.  First, they did not return my calls regarding this issue. As a matter of fact, they never called me, even after seeing the Revdex.com complaint. Second, they throw out arguments that don't pass common sense.  If they cannot solve this appropriately, we are ready to see it judged by the court.
 
Regards,

I am sorry that Mr. [redacted] is having an issue with his vehicle, but his unhappiness should be directed at General Motors, not Union Park. He brought his GMC Terrian to Union Park in March with a broken wiper transmission. His vehicle was out of warranty. He contacted GM customer assistance...

who investigated the issue. They believe the wiper transmission broke because the windshield was not properly cleared of ice/snow. They further asked our district representative to get involved and investigate and he arrived at the same conclusion.  There was no warranty assistance or goodwill offered and this was communicated to the customer by GM.GM did come out with a recall for SOME of the wiper transmissions on 2010-2017 GMC Terrians in April 2017. However GM informed the customer that his vehicle was not included in the recall as his did not have the faulty parts installed on it.  Bottom line, they will not pay for his wiper transmission. Union Park was not at all  involved in this decision.The customer did come into our dealership 7/8/17 and confronted one of our service reps, first stating he was going to sue Union Park, and then asking us to replace the wiper transmission and we would settle this in the courts. At this point, I do not believe Mr. [redacted] wishes to pay for the repair.  GM has already informed us they will not pay for the repair. Union Park does not work on vehicles when the customer has indicated he will institute legal action. At that point we ask the manufacturer to investigate and indemnify the dealership, in which case they would take over and we would not be included in any of the legal action. I have emailed you the GM Vehicle Summary which states that there are no open recalls or field actions due on Mr. [redacted]. Again, I am sorry he has this issue, but it should be directed towards  the manufacturer not the dealership.

Revdex.com:
I really appreciate your help. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I also want to thank the Union Park Auto Management. I will continue use their service in future. 
 
Regards,

We at Union Park are very sorry that it has taken so long to complete the repairs to Mr. [redacted]'s vehicle. Unfortunately, this occurs frequently when you have insurance companies involved. Insurance companies have very strict rules that us dealerships must follow before they will authorize any...

repairs. Customers who bring their vehicles to us often misunderstand the process and beleive we are not punctual when performing repairs to their vehicles. We can only proceed when the insurance company has agreed to specific work. There is almost always supplemental damage when repairing vehicles, and we as a delaership are often forced to stop work until we receive further authorization. Nevertheless, Union Park understands the frustration Mr. [redacted] is experiencing. We have provided him with a loaner vehicle today at no charge to him until his vehicle is completed. We will endeavor to finish the work on his car, but I believe it will take at least 2 more weeks to complete. We have made this a piority in our body shop. Tell us why here...

The paperwork issue was due to a typographical error. The client has the car she originally intended to buy. The check for the down payment did not clear which caused the title work department to delay the processing of the clients state title and tag work. The title and tag work process has...

resumed. When we receive the clients permanent license plate we will notify her. We hope that since we are securing a permanent license plate in good faith that the client will make good on the down payment.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not buy what they said about process and all that jazz. They had a green light from insurance since the first day. I have been in contact with my insurance adjustor (Frederick and his Supervisor William they are making decisions) since the third week, when I realize they haven't start working on my car. Anyhow, I had to pay $314 our of my pocket to cover rent a car difference until I got a loaner from them. I do not want the money from them. All I want them is to finish my car and give it to me. They said it was gonna take 30 days to finish we are in week 7 now. I am basically paying one month payment for a car that I am not driving. I will not take my claim until I receive my car. 
[redacted]

Shortly after [redacted] traded in her vehicle, we provided to DMV notice that [redacted] no longer owned the vehicle.  DMV may have a delay in updating their system.  Thank you.