Initial Business Response /* (1000, 5, 2014/08/19) */
Ms. [redacted]'s car arrived at our with a concern of the rear air suspension inoperative and the ride height was low and incorrect. we inspected the vehicle and found some liquid had been spilled on the rear of the car. we offered this...
information to Ms. [redacted] and she told Andrei the service advisor she thought we had poured the liquid in the rear to cause the issue. We invited her down and showed her the liquid was from a bottle of Round-up that was in the back of her car. We advised her the best course would be to involve her insurance company. We put together an estimate and provided it the her insurance for 9 items and the labor to replace them. The adjuster from USAA approved 6 of the 9 items. [redacted] called her and let her know this and asked if she would like to purchase the additional parts. She declined. She also asked [redacted] to Not install on of the pieces of carpet that was on the estimate to reduce her deductible. [redacted] told her that we are required to install ALL of the parts that were agreed to as part of the scope of work. We have reviewed the scope of work with the tech that performed the work and further we watched the camera footage of the tech doing the work. All of the approved pats were installed in the car. Ms. [redacted] was advised several times during the visit what was going to happen and what had been agreed to with respect to estimates and the scope of work. [redacted] did in fact call her and left several messages, several of which she returned to his voice mail. we have copies of those as well. so I'm not sure why she is stating [redacted] hasn't called. I can only guess she means they haven't actually talked directly on the phone. I have left a recent message as well approximately 9:30AM on the 18th I told her that all of the replaced parts have a manufacturing date stamp on the parts and I recommended she seek a second opinion, and they will be able verify the parts have been replaced. To Be clear All authorized work was completed and all parts that were authorized were replaced.
Thank you
[redacted]
Service Director
Initial Consumer Rebuttal /* (3000, 7, 2014/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Insurance companies can not authorize work, only the owner of the vehicle can. The USAA estimate clearly states "This is not an authorization to repair.".
I specifically told the USAA agent [redacted] and BMW serveice representative [redacted] that I only wanted to repair what was needed to make the car safe to drive.
When [redacted] called for authorization I specifically stated that I did not want to replace the carpet or the battery (as the battery was fully functional).
California Law clearly states that the shop must document on the invoice the name, telephone number of the person who gave approval, and the date and time it was given. Nowhere on my invoice does it indicate that I approved the work. In fact, the invoice clearly states, "As per insurance, replaced lock, battery, etc."
To reiterate, the insurance company can not authorize repairs. They can prepare an estimate and authorize payment to be made, however, they are not authorized to dictate which repairs are to be made on a vehicle.
Therefore, I want a full refund for all unauthorized repairs. I will happily return the money back to USAA as I do not want my premium to increase. I am looking to hold Weatherford BMW accountable and expect that they will follow California law.
Final Business Response /* (4000, 9, 2014/09/05) */
We have reviewed our notes and our service advisor had authorization to perform the repairs. Ms. [redacted] authorized the repairs and she was told that if she wanted to change the agreement and the insurance repair estimate. She need to contact her insurance carrier USAA. After she was offered that option she told [redacted] to complete the work. That's is clear by the notes.
Thank you
[redacted]
Service Director
Final Consumer Response /* (3000, 13, 2014/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Weatherford BMW did not follow state law.
Under CHAPTER 20.3 - Automotive Repair
ARTICLE 3 - Registration Procedure
Section 9884.9 it clearly states:
"(a) The automotive repair dealer shall give to the customer a written estimated price for labor and parts necessary for a specific job. No work shall be done and no charges shall accrue before authorization to proceed is obtained from the customer. No charge shall be made for work done or parts supplied in excess of the estimated price without the oral or written consent of the customer that shall be obtained at some time after it is determined that the estimated price is insufficient and before the work not estimated is done or the parts not estimated are supplied...If that consent is oral, the dealer shall make a notation on the work order of the date, time, name of person authorizing the additional repairs, and telephone number called, if any, together with a specification of the additional parts and labor and the total additional cost, and shall do either of the following:
(1) Make a notation on the invoice of the same facts set forth in the notation on the work order.
(2) Upon completion of the repairs, obtain the customer's signature or initials to an acknowledgment of notice and consent, if there is an oral consent of the customer to additional repairs, in the following language:
"I acknowledge notice and oral approval of an increase in the original estimated price.
Weatherford BMW did not obtain my consent to proceed with the work. There is NOTHING on my invoice that indicates the scope of work that was approved. In fact, the invoice clearly states "As per insurance company replaced battery, trim and lock". The insurance company can not authorize repairs, only the owner of the vehicle can authorize repairs.
I understand Mr. [redacted] is relatively new in his role as service manager. I suggest he learn California State codes as they relate to automotive repair if he wishes to be successful in his new role.
Initial Business Response /* (1000, 5, 2014/03/06) */
Revdex.com case #XXXXXXXX
[redacted] complaint of bent wheels, suspension, tire replacement.
Series of events for vin# wbapk7c58baXXXXXX
6/27/13 vehicle purchased from BMW Financial Services at Auction, no disclosures, or...
announcements, for conditions other than normal. XXXXX miles.
6/28/13 vehicle check in at Weatherford BMW XXXXX miles
7/8/13 vehicle passes certified inspection, 4 new tires are mounted and balanced, test driven, all systems check ok. As part of cosmetic repairs wheels are refurbished for curb scraps, frt bumper cover refurbished. removing bumpers for refurbishment is standard procedure so paint can be baked in paint booth, for best quality.
10/23/13 vehicle sold to [redacted], XXXXX miles.
10/26/13 email sent by [redacted], authorizing [redacted] to pick up car for [redacted] XXXXX miles.
2/11/14 [redacted] take car to Bill Pearce Motors, complains of vibration, drivability issue.
2/11/14 Bill Pearce reports bent wheels. XXXXX miles.
Ms. [redacted] contacts Weatherford BMW, we request to inspect the car.
2/1/14 Previous appointment rescheduled to 2/18 at clients request.
2/18/14 [redacted] brings car to Weatherford BMW, inspection reveals lft front wheel has bend in wheel, along with 2 others. All hold air. Vibration is determined as a result of the bent l/f wheel.
summary:
There was no complaint 10/26/13 -02/11/14 of vibration or drivability for 3 months 20 days, and 8335 miles of driving from [redacted] to [redacted] As a token of goodwill Weatherfrd BMW has offered
2 new wheels at no cost, 2 additional wheels at our internal cost, and mount/balance all 4 wheels at no cost.
As we see bent wheels daily, resulting from the poor conditions our roads are in. Many of our clients have filed insurance claims for such situations. As some insurance companies will want to refurbish the wheels, and that will leave them subject to peeling from the road salt on Tahoe highways. Weatherford will further extend it's good will, to replace 4 new wheels, mount/balance, at no cost to Ms. [redacted]. This will enable her to have factory fresh wheels, with a BMW Parts guarantee.
Initial Business Response /* (1000, 8, 2014/05/21) */
Contact Name and Title: [redacted]
Contact Phone: Service Director
Contact Email: [redacted]@weatherfordbmw.com
Good Day
I met Mr [redacted] last week and we have agreed to pay for the part in question. His concern is resolved...
Thank you
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2014/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Weatherford BMW did finally contact me to respond to the complaint and provide reimbursement for the part taken off my vehicle during the inspection.
Initial Business Response /* (1000, 9, 2014/10/15) */
The issue concerning Mr. [redacted] was resolved last month. We repurchased his vehicle at a price that was agreeable to both of us. Mr. [redacted] was very happy with the process when he left here.
Thank you.
[redacted]
Pre...
Owned Sales Manager
WEATHERFORD BMW
[redacted] Ave
[redacted] CA XXXXX
www.weatherfordbmw.com
Initial Business Response /* (1000, 5, 2014/03/26) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@comcast.net
Mr [redacted] contacted us last week about this issue. I contacted BMW telling them that we had a car in stock with the same issue. The [redacted]...
model is new only two months old. BMW said it was a misprint paddle shifter are not standard.BMW stated they would reprint Monroney labels for Mr [redacted] and our stock car.
See attached email saying the same.
Initial Business Response /* (1000, 5, 2014/08/19) */
Ms. [redacted]'s car arrived at our with a concern of the rear air suspension inoperative and the ride height was low and incorrect. we inspected the vehicle and found some liquid had been spilled on the rear of the car. we offered this...
information to Ms. [redacted] and she told Andrei the service advisor she thought we had poured the liquid in the rear to cause the issue. We invited her down and showed her the liquid was from a bottle of Round-up that was in the back of her car. We advised her the best course would be to involve her insurance company. We put together an estimate and provided it the her insurance for 9 items and the labor to replace them. The adjuster from USAA approved 6 of the 9 items. [redacted] called her and let her know this and asked if she would like to purchase the additional parts. She declined. She also asked [redacted] to Not install on of the pieces of carpet that was on the estimate to reduce her deductible. [redacted] told her that we are required to install ALL of the parts that were agreed to as part of the scope of work. We have reviewed the scope of work with the tech that performed the work and further we watched the camera footage of the tech doing the work. All of the approved pats were installed in the car. Ms. [redacted] was advised several times during the visit what was going to happen and what had been agreed to with respect to estimates and the scope of work. [redacted] did in fact call her and left several messages, several of which she returned to his voice mail. we have copies of those as well. so I'm not sure why she is stating [redacted] hasn't called. I can only guess she means they haven't actually talked directly on the phone. I have left a recent message as well approximately 9:30AM on the 18th I told her that all of the replaced parts have a manufacturing date stamp on the parts and I recommended she seek a second opinion, and they will be able verify the parts have been replaced. To Be clear All authorized work was completed and all parts that were authorized were replaced.
Thank you
[redacted]
Service Director
Initial Consumer Rebuttal /* (3000, 7, 2014/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Insurance companies can not authorize work, only the owner of the vehicle can. The USAA estimate clearly states "This is not an authorization to repair.".
I specifically told the USAA agent [redacted] and BMW serveice representative [redacted] that I only wanted to repair what was needed to make the car safe to drive.
When [redacted] called for authorization I specifically stated that I did not want to replace the carpet or the battery (as the battery was fully functional).
California Law clearly states that the shop must document on the invoice the name, telephone number of the person who gave approval, and the date and time it was given. Nowhere on my invoice does it indicate that I approved the work. In fact, the invoice clearly states, "As per insurance, replaced lock, battery, etc."
To reiterate, the insurance company can not authorize repairs. They can prepare an estimate and authorize payment to be made, however, they are not authorized to dictate which repairs are to be made on a vehicle.
Therefore, I want a full refund for all unauthorized repairs. I will happily return the money back to USAA as I do not want my premium to increase. I am looking to hold Weatherford BMW accountable and expect that they will follow California law.
Final Business Response /* (4000, 9, 2014/09/05) */
We have reviewed our notes and our service advisor had authorization to perform the repairs. Ms. [redacted] authorized the repairs and she was told that if she wanted to change the agreement and the insurance repair estimate. She need to contact her insurance carrier USAA. After she was offered that option she told [redacted] to complete the work. That's is clear by the notes.
Thank you
[redacted]
Service Director
Final Consumer Response /* (3000, 13, 2014/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Weatherford BMW did not follow state law.
Under CHAPTER 20.3 - Automotive Repair
ARTICLE 3 - Registration Procedure
Section 9884.9 it clearly states:
"(a) The automotive repair dealer shall give to the customer a written estimated price for labor and parts necessary for a specific job. No work shall be done and no charges shall accrue before authorization to proceed is obtained from the customer. No charge shall be made for work done or parts supplied in excess of the estimated price without the oral or written consent of the customer that shall be obtained at some time after it is determined that the estimated price is insufficient and before the work not estimated is done or the parts not estimated are supplied...If that consent is oral, the dealer shall make a notation on the work order of the date, time, name of person authorizing the additional repairs, and telephone number called, if any, together with a specification of the additional parts and labor and the total additional cost, and shall do either of the following:
(1) Make a notation on the invoice of the same facts set forth in the notation on the work order.
(2) Upon completion of the repairs, obtain the customer's signature or initials to an acknowledgment of notice and consent, if there is an oral consent of the customer to additional repairs, in the following language:
"I acknowledge notice and oral approval of an increase in the original estimated price.
Weatherford BMW did not obtain my consent to proceed with the work. There is NOTHING on my invoice that indicates the scope of work that was approved. In fact, the invoice clearly states "As per insurance company replaced battery, trim and lock". The insurance company can not authorize repairs, only the owner of the vehicle can authorize repairs.
I understand Mr. [redacted] is relatively new in his role as service manager. I suggest he learn California State codes as they relate to automotive repair if he wishes to be successful in his new role.
Initial Business Response /* (1000, 5, 2014/03/06) */
Revdex.com case #XXXXXXXX
[redacted] complaint of bent wheels, suspension, tire replacement.
Series of events for vin# wbapk7c58baXXXXXX
6/27/13 vehicle purchased from BMW Financial Services at Auction, no disclosures, or...
announcements, for conditions other than normal. XXXXX miles.
6/28/13 vehicle check in at Weatherford BMW XXXXX miles
7/8/13 vehicle passes certified inspection, 4 new tires are mounted and balanced, test driven, all systems check ok. As part of cosmetic repairs wheels are refurbished for curb scraps, frt bumper cover refurbished. removing bumpers for refurbishment is standard procedure so paint can be baked in paint booth, for best quality.
10/23/13 vehicle sold to [redacted], XXXXX miles.
10/26/13 email sent by [redacted], authorizing [redacted] to pick up car for [redacted] XXXXX miles.
2/11/14 [redacted] take car to Bill Pearce Motors, complains of vibration, drivability issue.
2/11/14 Bill Pearce reports bent wheels. XXXXX miles.
Ms. [redacted] contacts Weatherford BMW, we request to inspect the car.
2/1/14 Previous appointment rescheduled to 2/18 at clients request.
2/18/14 [redacted] brings car to Weatherford BMW, inspection reveals lft front wheel has bend in wheel, along with 2 others. All hold air. Vibration is determined as a result of the bent l/f wheel.
summary:
There was no complaint 10/26/13 -02/11/14 of vibration or drivability for 3 months 20 days, and 8335 miles of driving from [redacted] to [redacted] As a token of goodwill Weatherfrd BMW has offered
2 new wheels at no cost, 2 additional wheels at our internal cost, and mount/balance all 4 wheels at no cost.
As we see bent wheels daily, resulting from the poor conditions our roads are in. Many of our clients have filed insurance claims for such situations. As some insurance companies will want to refurbish the wheels, and that will leave them subject to peeling from the road salt on Tahoe highways. Weatherford will further extend it's good will, to replace 4 new wheels, mount/balance, at no cost to Ms. [redacted]. This will enable her to have factory fresh wheels, with a BMW Parts guarantee.
Initial Business Response /* (1000, 8, 2014/05/21) */
Contact Name and Title: [redacted]
Contact Phone: Service Director
Contact Email: [redacted]@weatherfordbmw.com
Good Day
I met Mr [redacted] last week and we have agreed to pay for the part in question. His concern is resolved...
Thank you
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2014/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Weatherford BMW did finally contact me to respond to the complaint and provide reimbursement for the part taken off my vehicle during the inspection.
Initial Business Response /* (1000, 9, 2014/10/15) */
The issue concerning Mr. [redacted] was resolved last month. We repurchased his vehicle at a price that was agreeable to both of us. Mr. [redacted] was very happy with the process when he left here.
Thank you.
[redacted]
Pre...
Owned Sales Manager
WEATHERFORD BMW
[redacted] Ave
[redacted] CA XXXXX
www.weatherfordbmw.com
Initial Business Response /* (1000, 5, 2014/03/26) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@comcast.net
Mr [redacted] contacted us last week about this issue. I contacted BMW telling them that we had a car in stock with the same issue. The [redacted]...
model is new only two months old. BMW said it was a misprint paddle shifter are not standard.BMW stated they would reprint Monroney labels for Mr [redacted] and our stock car.
See attached email saying the same.