Union Park Automotive Group, Inc.

We do not send license plates and registrations through the mail. The tag and registration are available for pick up by the registrant at the BMW showroom.

Ms. [redacted] states that the dealership should "check what needs to be done even if it's not included in the service plan, it's called the courtesy multi-point inspection". I must point out that we did perform a courtesy multi-point inspection on Ms. [redacted]'s vehicle. We do not remove the wheels and check the tires and brakes on every multi-point inspection. That service is a separate stand alone procedure that we do charge for unless it is included in a larger maintenance service.  Ms. [redacted] was asked to sign the work order and the final invoice, and neither had any mention of inspecting her brakes.  She either did not ask for this service, or declined to pay the cost of performing it. The multi-point inspction report she received clearly states we did not inspect brakes on this visit. I am truly sorry Ms. [redacted] has had this issue with her car, but the customer is responsible for the maintenance and condition of her vehicle, not the dealership.

Mr. [redacted] sent in a copy of BMW service bulletin SIB11-08-09 pertaining to oil leaks on certain BMW 5 series models. This bulletin applies to all vehicles with a N51, N52 and N52K engine only, which is a 6 cylinder engine. Mr. [redacted] has a V8 in his vehicle, a completely different engine, so this bulletin is not applicable to his car and is irrelevant.  The "known issues" Mr. [redacted] keeps mentioning do not apply to his particular car. I assume he is reading information about 5 series BMW's in general, not his specific model. Again, this was all discussed previously in March and April and there has been no issue since then. BMW of  North America looked into Mr. [redacted]'s concern and determined the current issue is not related to the repairs already performed. Although Union Park is not responsible for the concerns on Mr. [redacted]'s BMW, our warranty is for 12 months 12000 miles and we would have honored it by repairing the customer's vehicle, not by giving the customer his money back. Selling his vehicle has effectively removed this option. Unfortunately, Union Park cannot assist at this point in time.

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 have resolved issue. customer took delivery of a new Buick yesterday.

Tell us why here...I read [redacted]'s account of what occurred on March 16, 2015 when he brought his BMW into our service department. After reading his account, I pulled the paper copy of his visit and discussed it with our service technician that actually worked onhis vehicle.  He informed...

me that there was no emblem on the front of the vehicle when he first received it for diagnosis, and before it was sent to the car wash. I am confident that Union Park was not in any way responsible for this emblem missingon the front of [redacted]'s car. Irregardless, since the emblem is $35.00, I would be willing to provided this amount to the customer by company check for him to purchase a replacement emblem for his vehicle if the customer informs you that this will satisfy him. If he indicates that this is not sufficient, I reserve the right to rescind this goodwill offer. Please let me know his response. Thank you.

The original complaint was evaluated by a Volvo Cars North America field technician. The audible operation of the vehicle was determined to be normal. We understand that [redacted] is not satisfied with that determination. We are actively looking for a "like" vehicle for [redacted] to...

consider trading in to.

[redacted] brought her car to Union Park BMW on 5/12/14 to have her wheels swapped.  When she came to pick up her vehicle, she informed our employee that there was a "distortion" in her windshield glass.  Although our employee did not see this, we sent her car to our Auto Spa to have the...

glass cleaned.  After inspection, we determiined that there is some sort of very fine chemical fallout or residue that was adhering to a part of her windshield.  We did attempt to clean it off for her, but whatever it is, it is very hard and appears to have been there for some time.  [redacted] called me and accused Union Park of spraying something on her windshield glass while it was at our dealership for service.  I explained to her that was impossible, as the chemical residue pattern appears to have been applied by driving down the road behind another vehicle that was leaking/spewing this substance behind it.  I advised her to contact her insurance company and have her windshield replaced under her comprehensive coverage.
I am truly sorry that [redacted] has this issue with her vehicle.  We did attempt to help her by trying to clean this substance off of her windshield.  However, faced with the evidence we have, there is no way this chemical/residue was acquired while at our dealership. 
If you have any questions, please feel free to contact me.  Thank you

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 you
Hi,
This issue is still not resolved the dealership filed for my tags and still has not given me my tags.

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 have my car now with an independent BMW collision specialist and they believe something was sprayed WHILE car was being serviced, and the spray was not properly rinsed. the car was then left to bake in the sun thus causing the problem. I am not an aggressive driver nor do I drive anywhere near other cars ever, so the dealerships view is inaccurate and presumptuous. The windshield was fine when I brought it in, it was not fine when I picked it up. Simple as that.

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,

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,

Although there is zero doubt about the cause of this situation (shield was damaged from underside impact) the cost of the repair is so insignificant ($51 plus $30 labor) that Union Park will pay for the entire repair to Mr. [redacted]'s vehicle as a sign of goodwill.  He already has an appointment to...

have the shield replaced. He will not be charged anything for that repair.

Review: On February 16, 2015, I brought my 2008 BMW 550 into Union Park service for a

slow oil leak situation that had probably been occurring for several years.

Another auto service provider, where I was having a tire repaired, brought it to my attention; and also looked up and found a 2009 engine oil leak recall for my car (It is attached).

My car had been using, what I considered to be, excess oil for some time. I brought this to the BMW service advisor’s attention more than

three years ago and was assured that since my car’s engine is considered

high-performance, it is normal oil usage (even though I communicated that I had 3 other 5 series BMWs before that never used this amount of oil). Now, the

diagnosis of the problem, as you can read in the attached service record,

warranted repairs costing almost $5000.00. They argued with me that the recall notice from 2009 did not apply to my car because of some technicality that they could not clearly articulate. I therefore conceded and asked them if the repair was worth doing. Since my car was over 7 years old, with over 90K miles (and always serviced at Union Park), I asked [redacted] if it was worth putting this kind of money into the car given its age and miles; and I also asked if the repairs were guaranteed and he indicated repairs were guaranteed for 1 year. Given this information, I was assured that my electing to pursue these repairs would correct the problem.

The car was delivered back to me on February 19th and I was told that

everything was fixed and the service tech test drove the car and topped off

the oil. As soon as I started the car, the engine light was illuminated.

The service tech immediately took the car around to the shop again and after

20 minutes or so, he indicated he needed to keep the car again overnight to

diagnose the problem. I never really got a straight answer as to what the

engine light issue was all about. The next day, Friday, February 20th, the

car was returned to me again. This time, as I was driving home, the engine

oil indicator warned that the engine oil was overfilled and in a danger

situation. I immediately called [redacted] at Union Park as I was driving and

he told me that it was not a problem and that I had nothing to worry about.

Over the weekend, I consulted with another mechanic and I looked on many BMW posts and other blogs that all concurred 100% that overfilling the engine

oil is a very dangerous situation as it can cause excess pressure in the

engine causing a myriad of other issues- including damaging the valves-

particularly with a high performance engine. I called [redacted] again but had

to leave a message. Immediately Monday morning, February 23rd, I called

[redacted] (who indicated he had not received my message) and I reiterated what

I had discovered about the dangerous oil overfill situation and that the

situation should be corrected. I drove to Union Park and waited over an

hour for them to correct the oil level. A few days later, I noticed blue

smoke exhaust after idling a few minutes. I called service and was told it

was probably excess oil that was just burning off and it would go away.

Within about 4 weeks, the blue smoke (on idle) situation did not go away,

but had gotten worse. I returned the car to Union Park service only to be

presented with another estimate for repairs requiring me to pay an

additional $6000.00 (third page of the attached).

I spoke with many folks at Union Park including [redacted] and the

shop manager all of whom stated that this is a known problem that when some

oil seals are corrected, it can cause more pressure in the engine and other valve seals can go bad. I immediately questioned each of them as to why this “known possible result” was omitted from my previous conversations and not communicated to me BEFORE I spent $5000.00 to fix the car. I NEVER would have spent 5K to fix the leaks had I known that it would not completely correct the problem, or if it could cause additional “known possible” problems. As it stood, the two repairs would require a total of $11,000.00 to fix a 2008 car with over 90K miles. I would not have fixed the car, but would have gotten a new car, and it would have been another BMW.

I know it has been several months since this issue first arose, but I am not willing to let it go unresolved. At this point I feel that the “experts” at BMW service should have either corrected all the problems in the first visit, or should have communicated the “known” possible issues that could result from the first visit. I feel they are covering up their own mistake of not diagnosing the problem and/or not correctly doing the service in the first place. They should have done the second service at no cost to me as part of the warranty for the first service, but they refused. I also talked with them about the leaking oil recall that was never communicated to me. I have had 6 BMWs since 1997 (1997 528, 1998 Z3, 2005 545, 2006 550, and at the time, I had the 2008 550 and a 2006 M Roadster.)

I have gone around and around with BMW America for several months to correct the issue. They finally would only offer me $1000.00 toward a new car. They would not refund my initial service amount of $4,787.36, nor would they do the second service ($6,084.00) as part of the warranty of the first service.

I am not happy with their resolution. I believe that $4,787.36 should be refunded to me because of any one or more of these issues:

1. Not acknowledging the oil leak recall.

2. Not fixing the oil leak situation in the first place.

3. Not honoring the warranty for the first oil leak service that created the blue smoke situation.

4. Not communicating the “known possibilities” that could result from the first service.

5. Overfilling the oil creating a dangerous situation that could blow internal seals or gaskets within the engine.

Since I no longer have the car, a refund from BMW in the amount $4,787.36 would close this issue.

Thank you,

P.S. I have reference attachments in this text and I am hoping that in filling out this form, there will be an opportunity to attach documents. If not, please contact me on email and I will send the supporting documents. Thank you.Desired Settlement: Refund of $4,787.36

Business

Response:

Mr. [redacted] had numerous discussions with Union Park earlier this year regarding this issue. In a nutshell, his vehicle exhibited multiple exterior oil leaks. He decided to have these leaks repaired and picked up his vehicle on 2/19/15. He returned on 3/30/15 with another concern, caused by internal engine leakage and damage, which is a completely different condition than the one originally repaired by Union Park. He was upset that we did not identify this different problem during his previous visit. However it is impossible to foresee all future issues, especially when they occur inside an engine. Mr. [redacted] contacted BMW of North America on multiple occasions and asked for their assistance. BMW eventually agreed to provide him with $1000 towards a new vehicle as a goodwill gesture, but even they agreed the dealership was not responsible for his current concern. It has been 7 months since this issue was addressed, and since Mr. [redacted] does not even own the affected vehicle, I believe the situation is actually moot. If you have any question, please feel free to contact me. Thank you.

Consumer

Response:

Review: I purchased certified a pre-owned vechicle from Union Park Automotive Group on 31-May-2014. I noticed a noise the first week that I drove the car on the right side. On 20-Jun-2014, I took the car to be repaired. I was told by the Service Representative the noise on the right side of the car was due to a right rear disc brake dust shield that needed to be repositioned to increase clearance with the rotor. Less than 5 minutes after I left the service department, I heard the same noise and immediately called the service department to let the representative know the issue still persists. On 15-Jul-2014, I took the vehicle to the dealer ship to be serviced. I asked that a technician ride with me to observe the ride of the car and noise. both the mechanic and shop foreman test drove my vehicle and heard the noise, but but neither was able to diagnose the source of the noise I complained about. I was told to bring the car back if the noise worsened. I called the sales manager on or near 18-Jul-2014 to explain the issue; he indicated that he would contact me after he spoke with the Manager of the Service Department. I received an appointment for 18-Aug-2014.That afternoon at approximately 4:30 pm the service representative called to tell me that my car had been inspected and the noise I hear is “normal operating noise in the 2012 Volvo S60 and nothing can be done to eliminate it.” I asked if other 2012 Volvo S60s had been driven to confirm this to be true and was told yes.This was a problematic explanation because no one communicated this to me during the service appointment on 15-Jul-2014. Rather I was told the source of the noise could not be reproduced outside of the car, technical journals on concern were checked but nothing was found and the breather box was OK. On Saturday 23-Aug-2014 I went to the Union Park Volvo showroom explained my issue to the salesman and requested to test drive the same model 2012 Volvo S60 that I purchased. During the ride with saleman, I did not hear the same noise that I hear when driving my car. The Saleman explained my issue/complaint to the Sales Manager who stated“I will make this right and would like to offer to put you in another vehicle same year/make/model.” When you purchase a Kia, you expect to hear noise; you do not expect to hear noise when you purchase a Volvo.” The Salesmanager never follwed up with me and put me off when I was able to reach him. On 6-Sep-2014, I followed up with a letter to the owner of the Union Park Automotive Group [redacted]. We spoke a few times but we have not reached a resolution. The Volvo Field Service Engineer inspected my vehicle on 26-Sep-2014 and reported "this is a tonal resonance noise that occurs from many moving parts and is considered by Volvo to be a normal characteristic of the vehicle." However, the lead mechanic at union Park Volvo Service could not find the origin and never heard of the noise I complained about prior to servicing my car. There was no mention of this normal characteristic “low resonance” noise in the owner’s manual, or from the sales agent at the time of purchase. Also, the noise is not consistently heard in all Volvo S60 models. I spoke with [redacted] on 24-Oct-2014 and went to the dealership on 25-Oct-2014 to look at another car for a possible trade. The vehicle that was offered was not comprable to my car. I sent another letter to [redacted] dated 30-Oct-2014 explaining my dissatifaction with the lack luster response to resolving my complaint. [redacted] responded to me via email on 4-Nov-2014 stating that he will try to come up with a scenario that will work for me but he can't but a time on it. There has been no further communication with or from [redacted].Desired Settlement: It has been 6 months since I purchased the car and filed a complaint with the dealership; there does not appear to be any urgency to resolve my complaint. I thought I was purchasing a certified pre-owned car without any defects. The dealer states the car is not defective however, I have concerns about the safety of the vehicle. I drive 100 miles round-trip daily to and from work and do not feel safe in the car I purchased from the Union Park Automotive Group. Additionally, the nocie I hear in my car is not heard in all Volvo S60 models. I want a replacement vehicle - same year, make and model of what I initally purchased minus the noise.

Business

Response:

The original complaint was evaluated by a Volvo Cars North America field technician. The audible operation of the vehicle was determined to be normal. We understand that [redacted] is not satisfied with that determination. We are actively looking for a "like" vehicle for [redacted] to consider trading in to.

Review: I brought my 2009 BMW in for service( wheel change from winter wheels to summer wheels). I brought car in around 8:15. When I picked the car up later in the afternoon, the very first thing I noticed was there was a distortion on the windshield. This distortion did not exist prior. This distortion causes the car to be a danger to drive. Immediately upon seeing this distortion, I alerted the service manager [redacted] who did absolutely nothing except say" oh that's cosmetic, not dangerous to drive", and brushed off my complaint. The dealer refused to help and kept on insisting this existed prior. I explained that if it was there before I would have brought the car in for derive, I couldn't drive the car like that. They would not listen though and refused to take responsibility. I contacted the owner of the dealer who just referred me to Jerry Husbands who refused to help. I was treated so badly here and forced to drive my car in this dangerous state. I escalated my case to BMWNA and they pretty much stay uninvolved and just assign a low level customer rep to the case. This low level person calls the dealer, dealer denies any wrong doing, case is closed. I have no hope of a resolution. This dealer worsted something on my windshield it appears, this distortion did not exist before. This dealer has refused responsibility and now I am faced with having to pay for this repair myself because every day I am taking my life in my hands driving it. I am a long tern BMW customer, spent well over $100,000 on cars with them, never ever had a complaint, never late with my okay menus, yet I m treated this way. I want BMW union park or North America to replace my windshield because they ruined it. I've tried contacting everyone about this and keep getting shifted from person to person with no resolution.

Business

Response:

[redacted] brought her car to Union Park BMW on 5/12/14 to have her wheels swapped. When she came to pick up her vehicle, she informed our employee that there was a "distortion" in her windshield glass. Although our employee did not see this, we sent her car to our Auto Spa to have the glass cleaned. After inspection, we determiined that there is some sort of very fine chemical fallout or residue that was adhering to a part of her windshield. We did attempt to clean it off for her, but whatever it is, it is very hard and appears to have been there for some time. [redacted] called me and accused Union Park of spraying something on her windshield glass while it was at our dealership for service. I explained to her that was impossible, as the chemical residue pattern appears to have been applied by driving down the road behind another vehicle that was leaking/spewing this substance behind it. I advised her to contact her insurance company and have her windshield replaced under her comprehensive coverage.

I am truly sorry that [redacted] has this issue with her vehicle. We did attempt to help her by trying to clean this substance off of her windshield. However, faced with the evidence we have, there is no way this chemical/residue was acquired while at our dealership.

If you have any questions, please feel free to contact me. Thank you

Consumer

Response:

Review: I left my BMW to Union Park Collision Center to be fixed. When I picked up my car 3 days later, my gift cards which were worth $200 were stolen. I immediately informed the business, however the response that I got was things get stolen all the time, I should have removed the items beforehand. They were in the center console and the technician and cleaning person had no reason to go in there.Desired Settlement: I just want to get my losses back. I provide them with the business and they steal my belongings. This is not fair!

Business

Response:

I am very sorry that this situation exists with [redacted] regarding his gift cards. We have been in business for over 55 years, and Union Park has a very strict policy we follow when customers bring their cars in for repair work. We have all customers sign a document when they drop off their vehicle. This document states "I authorize the repair work to be done by you, and you are not responsible for loss or damage to the above vehicle, or articles left therein, in case of fire or theft or other cause beyond your control." This document is for the protection of both the customer and the dealership. [redacted] dropped off his vehicle at our collision center and he did sign this document.

We want the customer to remove anything of value to eliminate any question of missing items. I have worked here since 1982, and there are many times when a customer has accussed the dealership of taking something, only to find out it was simply misplaced and was found later. There is also an unsavory element that blatently attempts to profit from false accusations of theft in the hopes Union Park will simply agree to reimburse them in the interest of customer satisfaction. We investigated the situation surrounding [redacted] vehicle and found no evidence that anyone searched or removed any items from it. This is always an unpleasant and unfortunate situation when it occurs, and very difficult to settle, as we simply do not know what items were or were not present. However, based on all facts before us, including [redacted] acceptance of Union Park's repair policy, we are unable to refund him for the alleged gift cards.

Consumer

Response:

Review: I drop my car off at Union Park Jaguar for servicing issues on 08/19/2013. Per [redacted], the cost of my repair would exceed the value of my car so he decided not to fix the car. On 08/20/13, [redacted] approve for my car to be towed to B and F towing as an abandon car without my knowledge. My car has been with B and F since 08/20/13 and I was not aware of such action taken by Union Park Jaguar until I received a notice from B and F Towing 09/27/13. I returned back to Union Park Jaguar to get the detail of my car and was advised to speak to [redacted] attempted to brush me off as if I didnt pay for my car and like I didn't have any concerns at all. I advised [redacted] no one from his office contacted back after I dropped my car off to be serviced. I asked to speak to [redacted] manager and he advised me that he is the boss of the office and he is the one that pay his employees and he also has the final say so on all issues. He advised me that no one else in Union Park Jaguar would be able to address my issue but him. My car is still not fixed and now I have over $2000 worth of storage fee because [redacted] decided not to fix my car and approved for my car to be towed away. [redacted] advised that some from his office attempted to contact me, but he had no records of file with time and date the contact was attempted. I love my car, this car has been in our family for years. It was a car given to me from my dad a couple months before he passed away so it's near and dear to my heart.Desired Settlement: I was not contacted by a member of Union Park Jaguar regarding [redacted] decision not to fix my car like I intended. I feel it's Union Park Jaguar reponsiblity to pay B and F towing fees and storage fee.

Business

Response:

[redacted] called Union Park on 8/11/13 stating he was having his 2001 Jaguar towed in, stating it simply shut off while driving. It arrived at Union Park Jaguar service on 8/12/13. Our technician opened the hood and discovered a large hole in the side of the engine.

The engine was unrepairable. The service manager, [redacted] called [redacted] that day and explained to him that the engine was destroyed, and the vehicle was unrepairable, as it would require at minimum a new engine and we were not going to work on the car, as it had essentially no value. We did not even open a repair order on the car, as we declined to perform any work on it. He was advised to have the vehicle removed from our dealership. [redacted] attemped to call him every day on his cell phone, and after the second day he kept getting messages that the customer's voicemail was full. After sitting on our lot for over a week, with no contact at all from [redacted], no response to our phone calls, no signed authorization to do anything to the vehicle, taking up a customer parking area, and presenting Union Park with a potential liability issue, we determined that [redacted] had abandoned his vehicle. We called B&F Towing and had them removed [redacted] Jaguar. They apparently sen[redacted] a registered letter which he refused to sign and accept. According to the owner of B&F, [redacted] visited B&F's location in an attempt to find out what the letter said. Finally, he signed for the letter and realized his car had been towed to their location and they were attempting to collect their fees as well as storage charges. [redacted] visited the dealership and met with myself to discuss his situation. Our position is clear - no contact from customer ever after the inital call from our service manager, therefore the car was abandoned. [redacted] admitted to me that he had not attempted to contact Union Park in over 6 weeks, and the only reason he did at this point was the receipt of the letter from B&F Towing.

Nevertheless, I contacted [redacted] at B&F today, and he agreed to release [redacted] vehicle without him paying the $2000 storage fee. [redacted] merely has to pay the tow bill plus the legal processing charges (totalling $186.00) and he can tow his vehicle from their storage lot. Since they stored his car there for over 5 weeks, this was a very kind gesture on their part. I have attempted to contact [redacted] but have not been able to do so. I did leave him a voicemail asking him to call me. In lieu of the circumstances, I believe that this opportunity to pay $186 to retrieve his car is a tremendous discount from the original $2000 charge. Either way, Union Park has made a fair and honest gesture to help the customer with his current situation. If you have any further questions, please feel free to contact me [redacted]Thank you.

Review: Please be advise that I was referred to Union park BMW dealership by my daughter in July of 2012. I then purchase a BMW X3 2005 which at this timeI brought the BMW X at 53,728 Miles. Now it a 58,885 Miles I bearly drive it. so, a Month later I started having leakage problems in the front and the back of the truck. They really didn't know where the leakage was coming from at the time. so they check the sun roof, but I was still having the same problem from day one of service. I was advise [redacted] the salesmen after I advised him of the problem that I should park my car a certain way to avoid problems, what could of advise is that to tell your customer for a car thats worth $22,418.00. all I want is justice for themto correct the problem that was never corrected. now that trying to say that it is another problem and that I have to pay for the problem. Are they for real. it should of not be leaking in the first place from allthe time, I took it back for service over 4 times and nothing was corrected. so how could this be another problem from the leakage. Pleasehelp..your support is needed dearly. Wrong is Wrong!! it do not take a blind man to see what the problem was. I look forward to your response.greatfully, Desired Settlement: sense the repair was never corrected from day one. due to the fact the Union Park could never fine out where the water was coming from and had advise me that they had check everything over entirely. but the problemkept on proceeding. so, therefore, they was not sure where the leakage wascoming from. this was and on going situation from the being of my service.so you see, how could they say that this is a new problem. I just want thiscorrect, sense they never corrected in the first place.

Business

Response:

[redacted] purchased a used 2005 BMW X3 from Union Park BMW on 8/2/12. She returned to Union Park one month later on 9/6/12 stating there was water on the R/F passenger floor. We determined that the drains for the water around the sunroof were clogged with tree droppings (leaves, twigs, seeds) that were keeping the water from draining. Although this is not a defect in the vehicle, Union park cleaned the drains at no charge. We also noticed that the sunroof gasket was not fitting properly as the customer pointed out. We ordered a new gasket and [redacted] returned on 9/14/12 and we installed the new gasket, also at no charge. [redacted] then returned on 9/25/12 stating there was water on the right front floor again. We water tested the vehicle multiple times and checked the sunroof gasket and drains; we found no leaks anywhere. We returned her vehicle to her.

[redacted] then came to Union Park on 6/12/13 stating there was water in the R/R floor area. We water tested the vehicle and found that the water barriers in the right rear and left front door behind the door panels were worn and allowing water to pass into the vehicle. At this point these barriers are not covered by the extended warranty that the customer purchased. We provided an estimate to replace the faulty barriers of approximately $590.00 but the customer declined the repair.

I am sorry that [redacted] has a current problem with her vehicle. However, the leak she is experiencing now (2 vapor barriers leaking) is completely different than the original leak (sunroof drains and gasket). Union Park originally offered a 30 day/1000 mile limited warranty on [redacted] vehicle which is now expired. Although part of the original concern was not defect related (debris in sunroof drains), we covered all costs when the problem originated. At this point, after owning the vehicle for 10 months, there is no longer any Union Park warranty on her vehicle and she would be responsible for the repairs. As a side note, we did attempt in good faith to discuss and explain this issue in greater detail with [redacted], but frankly she was extremely unhappy and expressed her feelings to us both verbally and in a letter. She also contacted [redacted] and informed them that we were not being forthright with her and stated she would never return to our dealership and would be usiing another BMW dealership in New Jersey that is much closer to her. Again, I am sorry she has this issue, but at this point the repairs would be her responsibility.

If you have any questions, please feel free to contact me.

Thank you.

Review: I dropped off my car for adjustment to the headlights. The dealer determined that they could not adjust the headlights. When I pickup my car I noticed that the hood ornament is missing. I mention it to the service advisor who informs me that it must have fallen off when they washed the car (which I did not ask for). However, they refuse to replace the hood ornament, which by their own admission fell off while they had the car, and as a result of them washing the car. The loss of this part is direct result of their actions, but they refuse to rectify the situation by replacing the part.Desired Settlement: Replacement of the the hood ornament and an apology.

Business

Response:

Tell us why here...I read [redacted]'s account of what occurred on March 16, 2015 when he brought his BMW into our service department. After reading his account, I pulled the paper copy of his visit and discussed it with our service technician that actually worked onhis vehicle. He informed me that there was no emblem on the front of the vehicle when he first received it for diagnosis, and before it was sent to the car wash. I am confident that Union Park was not in any way responsible for this emblem missingon the front of [redacted]'s car. Irregardless, since the emblem is $35.00, I would be willing to provided this amount to the customer by company check for him to purchase a replacement emblem for his vehicle if the customer informs you that this will satisfy him. If he indicates that this is not sufficient, I reserve the right to rescind this goodwill offer. Please let me know his response. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.