Whirlpool México

Complaint: ***
I am rejecting this response because: see my response to Tim P***, GM of BMW below. Tim, On the work order that you say reads “See Prewrite” it is in cursive and is illegible and it sure looks like someone tried to forge my nameYou can say now that it says See Prewrite but it sure does not look like it to me. Further above what I will still describe as my forged signature is a line that states “I have read and agree to the terms of the above disclaimer.” This verbiage DOES NOT, I repeat DOES NOT appear on the work order I actually signedI think it is very important to include this verbiage on the work order that is presented to your customers to sign considering that your service department insisted that I was legally bound to pay for the diagnosis because of that statement that I did not sign, and further refused to release my car back to me without paying and signing additional documentation because, according to them I signed a document that stated “I have read to and agree to the terms of the disclaimer.” The mere fact that your system is able to produce this verbiage on a document that is not actually signed by your customers and further that your customers never see or are provided a copy of it is very disturbing and leads me to believe that this practice of deception is so deep-rooted in your business practicesI was only very begrudgingly provided a copy of this document by Nick M*** because I would not leave without having a copy of my fileThere is other documentation that I saw where the records that are retained by your service department are clearly not the same as the ones provided to your customers and I pointed them out to Nick when I was thereI also believe that Nick did not provide me a complete copy of my file since it took him about a half hour to photocopy the pages that was provided to me. Your defensiveness in your email regarding my *** review led me to believe that a meeting with you would not be productiveIf you feel otherwise I can re-consider a meeting to allow you to try to defend your service department’s business practices and substandard customer service. ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:None of the statements in it are true The car overheated because after they serviced it they failed to replace or check the clip They tried to cover this up, but we had taken pictures and when called on they admitted their technical had put it back together before my husband arrived They did work on the car and claim it was repaired and offered a four year warranty after are dissatisfaction, we felt irreperable damage had been done, because of my husbands extensive mechanical knowledge In addition a four year warranty was no value as we are part time residents resulting in us putting very few miles on the car, and we certainly wouldn't take it back to them for any service after this incident We ask them to purchase the car since they felt it was solid and we felt we couldn't sell it with a clear conscious They declined We were going to donate the car to charity, but their service manager stepped up to the plate and personally bought the car, we felt he was trying to to the "right thing" since the dealership wasn't willing to do so
Sincerely,
*** ***

Aloha ***, We have spoken with *** this morning and have set up an appointment with her on Friday 04/22/to do repairs to her drivers door, left front fender and wheel flareThe parts needed are currently on order, we expect to have them by
Monday the 18th.We will be providing her a loaner to minimize any inconvenienceWe expect to return her car to her by Tuesday 4/26/*** seemed very pleased with the arrangement. It was very unfortunate that some information was lost in the translation to the customer, but we are repairing the damage that she pointed out to us in the beginning and will work toward gaining her trust for the future. Mahalo Nui Loa, Rocco M***Service ManagerBMW of Hawaii*** *** ***
*** *** ** ***
***
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Complaint: ***
I am rejecting this response because: 03/09/14-Purchased car in *** Dealership in *** *** Florida with 52,miles with month dealer warranty.Aftermarket parts installed in vehicle is a mood point from the dealer since the car was out of warranty anywaysThe car ran with these parts for months with no issue.The dealer states I was a quart short of oil on first visit in November, I was aware of that oil leak which was minimal since the car's last oil change was months priorBasically the car ran for months and it was just a quart short of oil now compare that to less than two months window when the dealership worked on it and the car lost most of its oil in that spanThere's no way that oil filter cap got loose on its own like I stated before a tool is requiredNot to mention the service at this location is subpar, they claim to have the best BMW mechanics in the world yet when they had my car for days they called me stating my computer or *** Module was fried saying I would need a new one, they couldn't get the car to start for days due to this issue when finally after I met with them and had discussions about this they wanted me to make a partial payment for the new computer , after I refused they somehow figured out it was just a fuse that was damaged after allAnother issue was they would not provide me with a loner vehicle, this is the only vehicle in my household, I had to catch rides with friends just to make it to work for almost weeksJust horrific experiences with this dealer how does replacing a battery takes hours plus is beyond me, Obviously I do not trust this dealer what so ever and based on their customer service reviews I am not the only one. Summavehicle has worsen every since my first visit to BMW of Honolulu, This can't not be a coincidence or self inflicted issue since they're the only ones who have worked on my car in this IslandIm a very hardworking individual who purchased this car as my dream car and issues like this particular one only happened due to their Mechanics accidentally or notI would like to be treated fairly and come to some sort of agreement with this Dealership to get my car up and running again
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
Charles N***
I have been in contact with Sean from BMW of Honolulu and I feel that the issue I am having with my car isn't being taken seriously They want me to come down and go on a road test with the shop foreman which I have done in the past and the problem didn't happen Being a active duty SFC in the Army, it is extremely hard to keep running back and forth to the dealer addressing the same issue that I've been having for the past nine months The problem with my vehicle doesn't happen all the time, but when it does it is very noticeable Therefore, if they are trying to find the problem with one test drive it might happen or it might not The car needs to be drop off and tested, transmission everything and resolved
P.S Today was going to drop of the car to BMW and actually do a road test I was stuck in traffic for over an hour and had to turn around I tried calling Sean numerous time but he did not answer Once again a sign that this is not a big issue

To: Revdex.comRevdex.com case ID *** has been assigned to me for action and resolution
Here is what we have on record and time line regarding Mr***’s
BMW 335i coupe:
11/25/2014, 60,miles, ***: First time car brought in to BMW of Honolulu. Performed
vanos recall. Car was out of factory warranty by
mileage. BMW of Honolulu’s technician
noted on report card that engine had oil leaks, engine oil was quart low, leaking
oil contaminated drive belt, and we recommended changing the belt when the
customer decided to replace the leaking oil filter housing gaskets.01/16/2015, 61,miles, ***: Customer reported that since last visit in
November 2014, he noticed oil leaking and was told by independent shop that the
oil filter cap was loose. Oil filter
element was an aftermarket filter and customer told us that it was installed by
a repair facility on the mainland.
During the vanos recall that we performed months prior, the oil
filter cap, oil filter, and oil filter housing were NOT removed. Technician report card for his vehicle noted that oil filter
housing leaking, oil cooler leaking, and oil had contaminated the cooling
system (coolant in oil). Technician also
noted that aftermarket electrical performance kit or “piggyback”, downpipe,
charge air pipe, and intercooler were installed on the vehicle. These aftermarket items are usually installed
to increase performance and horsepower and are NOT recommended by the
manufacturer. Repair order was closed as
customer declined work.01/16/2015, 61,miles, ***: Second repair order was opened on the same
day after customer had a discussion with BMW of Honolulu Service Manager. Customer requested diagnosis to determine why
the oil got into the coolant. Technician
found check engine light on caused by aftermarket products installed on
car. Technician also noted that engine
had a noticeable vibration likely caused by a compromised cylinder. Technician found oil mixed in with the
coolant and metal shavings in the oil filter.
Customer was notified of the findings and cautioned that the engine’s
reliability and longevity were questionable and it was recommended to replace
the engine. To properly perform this
diagnosis, BMW of Honolulu agreed as a goodwill gesture to pay for some of the parts and labor
including repairing the oil leaks.3/31/2015, 62,miles, ***: Customer brought vehicle in with dead battery
and paid to have it replaced
In summary, vehicle was out of warranty when it first came in. Oil leaks were found during the first visit
which customer declined to fix. Oil
filter cap that may have been loose was replaced by another shop on the mainland. Leaks around oil filter housing were noted
during the first visit but customer declined. Worn oil filter housing gasket can cause oil to leak and mix with the oil.
For customer retention we assisted with some goodwill repairs to try to
satisfy Mr***
BMW of Honolulu feels customer’s desired settlement to replace his engine is not
warranted and not reasonable.Sincerely,Mike T***Service and Parts DirectorBMW of Honolulu

To whom it may concern at Revdex.com,Revdex.com case ID #*** has been assigned to me for resolution; I am the Service and Parts Director for BMW of Honolulu.MrCharles A*** BMW 535i was purchased as a Certified Pre-Owned (CPO) vehicle from us and it has a CPO warranty from BMW that runs
through October 29, or 100,miles, whichever occurs first. We have honored the CPO warranty and have repaired or replaced covered defects including fuel pressure sensor, idle speed, replaced coils and spark plugs, and replaced fuel pump. After the last repair, an extensive test drive was performed and vehicle drove normally.We would like to resolve this complaint immediately I will have my Service Manager Al Roberts contact MrAllen to schedule a verification test drive so we can verify any current complaint.After we verify any current complaints we will review MrA*** request for a vehicle exchange or extension on his warranty.Thank you,Mike T*** (***)Service and Parts Director

Mrs*** brought her vehicle in for service on 12/7/ 12/9 Mrs*** contacted me via email (see full correspondence below) and requested a meeting to discuss her concerns with her service visit12/10 I responded with my concern and
availability.12/10 Mrs*** notified me that she was unable to meet during business hours and I responded that I understood and asked when she was available.12/10 Mrs*** responded that she was only available at a certain time12/10 Mrs*** posted a derogatory review on ***12/11 I responded that I was unavailable at the time she requested and suggested an alternative time to meetI also questioned why she would post a very scathing review online for a business when she had requested to meet with me, I agreed, and we were trying to find a solution togetherI received no response from Mrs***.1/9 Mrs*** posted another derogatory review of both the dealership and myself on *** on 1/9/17.1/9 I once again requested we discuss a resolution and offered to refund the money she spent with our dealership and cover 50% of the repair costs if she wished to have them performed.1/11 I left a voicemail for Mrs*** Mrs*** made no mention of filing a Revdex.com complaint in any of our correspondence and never requested any compensation or resolution to me personallyHaving read her Revdex.com complaint, her request is reasonable and we will refund her charges. I have reviewed our documentation process and we did NOT alter or forge any signatures on her repair orderI can provide further explanation if neededMrs*** and I have still never actually met to review and discuss the documents. Please see complete correspondence below: Aloha ***, I apologize for not pursuing a meeting further in DecemberMy wife had surgery and I spent a great deal of the month at home with my family I pulled all of the documentation from your service visit as well as the text correspondence with Tobi and I interviewed our service manager and advisor I would like to meet with you and review it together, we have absolutely nothing to hide On your work order, electronically printed on the signature line it reads “See Prewrite” The Prewrite is the form you signed upon checking in your vehicleWhen our service drive gets busy it can take 15-30+ minutes to transition the computer/documentation from an appointment to an active repair orderIn an effort to save our customers time we will often have the customer sign the prewrite that is generated when we make the service appointment I assure you nobody on our staff attempted to forge a signature and I would terminate them on the spot if that was found to be true What I would really like to do if possible is actually work toward resolving the issue that led to the frustration in the first placeIt seems that there was a breakdown somewhere in the communication between you and TobiI think Tobi assumed she had communicated that the repair required $(est) to diagnose and $3,(est) to repairIt sounds like her communication fell short and I can understand where the discrepancy came from I’d like to extend an olive branch and refund you the charges from your service visit and if you would like to have the repairs performed cover 50% of the cost Can we please discuss either in person, over the phone or via email and avoid Social Media? Tim P*** General Manager BMW of Honolulu ***
***

We repainted the affected parts at no charge to customerWe appreciate his business and apologize for the miscommunication and inconvenience.

Mrs***'s vehicle overheated and was repaired at our facility on 3/27/The vehicle then had a failure with its transmission cooler clip on 3/30/It was repaired at no charge to the ***s and road tested for close to miles to ensure the issue had been corrected, to which it hasMrs
*** has asked employees of our company to personally purchase her vehicle and they have declined the offer.Mrs*** has informed our service manager that she would be dropping her Revdex.com complaint Thank you,Tim P***General Manager

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

To: Revdex.comResponse to customer rejection:We are not responsible for the engine damage and low
compression from a pre-existing valve leaking.
We have taken the extra step and repaired the major oil leaks to assist
Mr*** at no extra charge as a goodwill gesture to try to keep him as a
customer.We did not loosen the oil filter cap. According to the customer, the oil filter was
last replaced by an independent shop.The leaking gaskets that we recommended he fix during his
first visit to BMW of Honolulu are more likely what caused the coolant to mix
with the oil. Customer declined our
recommendation.I apologize for the length of time the vehicle was in our
shop; parts had to be ordered and we had to work around the aftermarket
(non-factory / add on) items during some of the repairs.To settle this matter we would like to offer Mr*** a
10% discount off the engine replacement and 10% off rental car fees while the
work is being done here at BMW of Honolulu.
If offer agreeable to customer, he must come in to prepay for the engine
before we order it from BMW. Also, if
customer wants the BMW factory warranty on the replacement engine, he must get
all the aftermarket products mentioned before removed from the vehicle and the
stock equipment put back. This is so the
check engine light can be turned off in order for the system to properly
monitor the car’s performance and meet all federal emission guidelines.Please have customer contact me or Al R*** if he decides
to accept our offer
Mike T***Service and Parts Director

Response to Revdex.com complaint #***
To:? Revdex.com
This case has been assigned to me for action and resolution
Ms***’s BMW ** was checked in to our Service
Department on 11/20/with 85,miles.?
Car is out of BMW factory warrantyCar was diagnosed as
needing an ignition
coil.? We also explained to customer that
BMW recommends to change any *** coil to *** brand coils to prevent future
problems.? Customer bought a third party
warranty when it was purchased as a used car from a *** car company
We tried numerous times to contact *** to get approval to
proceed with the repair.? Our Service
Manager was told that *** was going through a reorganization and our Service
Advisor and Service Manager were not able to reach someone that would approve
and pay for Ms***’s repair
After many attempts, and delays, customer agreed to pay for
the repair so car could be picked up.?
Customer will settle with *** to get reimbursed.? Customer paid for and picked up vehicle on
12/10/
I believe the actual dispute is between Ms*** and ***,
the company that? provided the third party warranty coverage.? Customer should be reimbursed for the repair
by *** or the warranty company
Sincerely,
Mike T***
Service and Parts Director
BMW of Honolulu

To Revdex.com,Our Assistant Manager Sean M*** has been in contact with MrCharles N***.? We want to resolve MrN***'s issues but our test drives after the last repair? were fine and there? was no indication of a problem so we are asking MrN*** to please assist us and? demonstrate what he is experiencing so we have an idea of what is going on with his car.? We understand how frustrating it can be when the problem is very intermittent and we hope MrN*** can empathize how equally frustrating it is for? our technician trying to fix a problem that is not present when he is working on the car.? We would also like to scan the car again for any new fault codes that may be present.MrN*** got caught in the terrible traffic jam yesterday and has rescheduled to bring his car in tomorrow.? We are prepared to have someone? ride with him to verify his concern.Again, we are willing to repair any defect that? may be? there under the terms of MrN***'s CPO warranty.Sincerely,Mike T***, Service and Parts Director

I am sorry to hear bout Mr***'s experience, it appears that there was a breakdown in communication and we want to fix his carI am forwarding Mr***'s complaint to our Mini Service Manager, Chris J***Chris will contact Mr*** and hopefully find resolutionI will update once they have
spoken

We have taken immediate action to resolve Mr***'s complaint and submitted the necessary documentation to Experian to have the credit inquiry removed.On Friday June 8th we received written confirmation from NCCI (our credit vendor) that the inquiry had been removed.? CC'd on the response
is Jane S***, BMW of Honolulu's attorney