My responses are in bold· weeks and each time, their service advisor ( [redacted] ) and their Master Tech ( [redacted] ) were extremely rude and provided the worst customer service I've ever received in my lifeTHESE TWO YOUNG MEN WERE QUITE SURE FROM THE BEGINNING THAT THEY KNEW MORE ABOUT THE INSPECTION/DIAGNOSIS AND REQUIRED REPAIRS THAN WE DID AND THEY WERE CLEAR TO LET US KNOW THAT UPON ARRIVALVERY DISRESPECTFULASKED QUESTIONS AND THEN TOLD US WE DIDN’T KNOW WHAT WE WERE TALKING ABOUT ONCE THEY HEARD THE ANSWERS.DEMANDED A NEW BMW TO DRIVE AS A LOANERWE EXPLAINED THAT OUR PLOICY WAS OVER YEARS OLD AND MUST HAVE PURCHASED FROM USTHEY PERSISTED AND OUR STAFF GAVE THEM A HONDA CIVIC TO DRIVE WHILE THEIR BMW WTH 135,MILES WAS BEING WORKED ONOUR SERVICE ADVISOR AND TECHNICIAN WERE FIRM AND PRFESSIONAL WHILE BEING QUESTIONED ABOUT OUR POLICIES, BUT THAT VISIT IS THE ONLY DISCUSSION IN WHICH I, (BEN [redacted] , GENERAL MANAGER), WAS NOT INVOLVEDI CAN ASSRE YOU THAT AFTER THE FIRST VISIT AND THEIR DEPLORABLE BEHAVIOR I NOT ONLY PARTICIPATED IN EVERY DISCUSSION, BUT ALSO TREATED THEM AS ROYALTY· The first time I brought my car in with the check engine light on and white smoke coming out of the tailpipes, they diagnosed the car to have faulty oxygen sensors (All sensors)AFTER SCANNING THE CAR WITH BMW DIAGNOSTIC TOOLS OUR TEST PLAN FROM BMW INSTRUCTED US TO “REPLACE SENSORS”WE ARE VERY CAREFULL, ESPECIALLY WITH 10YEAR OLD CARS WITH 135,MILES THAT WE HAVE NEVER SERVICED BEFORE, TO USE LANGUAGE LIKE “THIS IS A STARTING POINT ”, OR “IT MAY NEED OTHER THINGS BUT WE CAN CONFIRM THAT THESE ITEMS ARE IN NEED OF REPAIR/REPLACEMENT ”THEY DID NOT INFORM US THAT THE PRIOR WORK WAS DONE AT AN INDEPENDENT REPAIR SHOPTHIS IS NEVER RECOMMENDED FOR GERMAN CARS, NOT ONLY FOR OBVIOUS SELF-SERVING REASONS, BUT ALSO BECAUSE ONLY THE FRANCHISED BMW DEALER HAS THE AND DIAGNOSTIC EQUIPMENT WTH ACCURATE READINGSAFTERMARKET INEXPENSIVE CODE READING DIAGNOSTIC TOOLS ARE INEFFECTIVEIT ONLY LEADS TO COLLEGE STUDENTS SELF DIAGNOSING THEIR BMWs · I thought the fact they said my rear Osensors were faulty to be extremely strange, since I just had the rear Osensors changed twiceThe first time was with sensors from Denso, and when the same code popped up, my mechanic from back home stood behind his work, unlike BMW Champaign, and changed them with sensors from Bosch REPLACED BY AN INDEPENDENT SHOP WITH AFTERMARKET PARTSDENSO AND BOSCH MAKE AFTERMARKET VERSIONS OF PARTS THAT WILL “FIT” ON A BMW BUT THEY ARE NOT TO FACTORY SPECIFICATION AD NOT RECOMMENDED TO BE USED BECAUSE THEY DON’T REFLECT ACCURATE READINGS WITH THE CAR’S COMPUTER · BMW Champaign also diagnosed the car to have a bad battery, even though the battery was a brand, new Duracell AGM that had the same specs as an OE BMW battery NOT A ”BAD” BATTERY, JUST THE “WRONG” BATTERY THAT DOESN’T PROPERLY COMMUNICATE WITH THE CARFURTHER, BATTERIES MUST BE PROGRAMMED AND RETROFITTED TO A BMWTHE WRONG BATTERY, INSTALLED AT AN INDEPENDENT PROVIDER CANNOT BE PROPERLY INSTALLED, PROGRAMMED, AND REGISTERED WITHOUT THE LIVE INTERACTIVE PROCESS BETWEEN AN AUTHORIZED BMW DEALER AND THE FACTORYTHE BATTERY ISSUE EXASERBATED THE OSENSOR ISSUES BECAUSE THE SENSORS THEMSELVES REQUIRE REPROGRAMMING AND THE WRONG BATTERY WILL NOT ALLOW SUCH PROGRAMMING · The service department will tell you that UNNECESSARY REPAIRS are requiredI did not have the time to do my research so I got scammed out of $I now realize that the car did not need the battery or the rear Osensors, since those parts were brand new and the check engine light is still on with the same codes! I got my car back from them on 8/and on my drive back to my apartment (I live minutes away), the check engine light popped back on and white smoke was still coming out of my tailpipes(They told me that they had tested the car for proper operation and that it was fine, but obviously they had not.) I took it back in the next day 8/and they told me the car had a leaking diverter valve and asked for $moreI asked them why they didn’t notice this problem before I paid them $and they could not give me an answer BECAUSE WE DIDN’T KNOWTHE CUSTOMER DIDN’T INFORM US THAT HIS MECHANIC HAD THE “INTEAKE” AND “YUTRBO “SYSTEM APART, (AND SUBSEQUENTLY PUT BACK TOGETHER IMPROPERLY)WHEN THE CUSTOMER LEFT OUR DEALERSHIP THE OSENSORS WERE READING PROPERLYTHE VEHICLE SENT MULTIPLE OTHER CODES FOR OTHER ISSUES, WHICH HAPPENS WHEN THE WRONG AND UNREGISTERED BATTERY IS IN THE CARAT THEIR BEHEST, I ALLOWED THEM TO DRIVE MY $70K BMW X DEMONSTRATOR FOR THE DAY WHILE WE ADDRESSED THE LAST REPAIRWE WALKED AROUND THE VEHICLE AND CONFIRMED NO DAMAGETHEY WERE VERY EXCITED TO DRIVE THE HIGH HORSEPOWER VEHICLEWHEN THEY RETURNED THEREWAS DAMAGE ALL ALONG THE PASSENGER SIDE AS IF RUBBING AGAINST SOMETHING AT A DRIVE THRUGHTHEY ALSO HAD EXTRA PASSENGERS IN THE VEHICLE WHEN THEY RETURNED AND GOTOUT WITH BAGS OF FAST FOODI SHOWED THEM THE DAMAGE AND THEY SAID THAT “IT WASN’T US” I LET IT GO · I also asked them why white smoke was still coming out of the tailpipes and they told me that it could take a few weeks for the white smoke to go away(It’s been a month and ~miles now, and white smoke is still coming out of the tailpipes.) I asked them to stand behind their work and do the work I had already paid them for because they had misdiagnosed my car the previous time, but they refused toI was not happy because I paid them to do a thorough diagnosis of the car, and THEY TOLD ME MY CAR WOULD BE FINE after replacing the Osensors and the battery, but they clearly DO NOT STAND BEHIND THEIR WORKAfter leaving the dealership, I scanned the codes myself using an OBD scanner and got a new code P112C along with the codes I got before; Pand PI looked up the code online and found that the causes could be: “OSensor Bank Sensor Harness is open or shorted” or “OSensor Bank Sensor circuit poor electrical connection”This, along with my check engine going on and off throughout Tuesday, Wednesday, and Thursday (It would be on for about hours then off for hours) made me think that there was something wrong with the way they wired itWhen I brought the car back to the dealership on Friday morning (The Check Engine Light was NOT on), Justin’s attitude was extremely rudeI presented to him my findings and politely asked if he could check to make sure nothing was wrong with the wiring or job I had just paid $forHe just asked if I was going to replace the diverter valve and I told him that I would not get the part replaced until they checked and confirmed that they did their previous work rightThis is when [redacted] turned downright hostile and told me that I didn't know anything I was talking about and called his Master Tech (***) overAN ”OB” SCANNER PROVIDES GENERAL CODES, NOT DIAGNOSISBME SCANNERS PROVIDE SPECIFC CODES WITH DIAGNOSTIC RESULTS AS WELL AS A TEST PLAN FLOWCHART TO REPAIR THE VEHICLE ACCORDING TO FACTORY SPECIFICATIONSIS NOT EVEN CLOSE TO A BMW SCANNERWHEN ADRESSING THE WIRING, THE REPLACEMENT SENSORS COME PREASSEMBLED AND WIRED FROM THE FACTORY AND ONCE THE TECHNICIAN HAS GAINED ACCESS TO THE AREA IT IS A SIMPLE PLUG-INLIKE PLUGGING IN A PHONE CHARGER TO A WALL SOCKETHIS INSISTANCE THAT WE CHECK OUR PREVIOUS REPAIR WAS DONE ON THE 8/VISITNEVERTHELESS, WE HAD THE TECHNICIAN CONFIRM AGAIN THAT THE CONNECTIONS WERE PROPERLY MADEWE HAD ALREADY RULED THAT OUTTHE CUSTOMER HAD AUHORIZED THE DIVERTER VALVE AFTER I HAD A LONG DISCUSSION WITH THEIR FATHER OVER THE PHONE EXPLAINING THE CHRONOLOGY OF EVENTS TO HIMWE WERE VERY CLEAR TO EXPLAN TO THEM AND ILLUSTRATE TO THEM WITH PHOTS AND VIDEOS (ATTACHED) THAT THEY HAD MULTIPLE PROBLEMS DUE TO HAVING AN OLDER HIGH MILEAGE CAR AS WELL AS CLEARLY SHOWN IN PICTURES OF IMPROPER INSTALLATION OF VARIOUS ITEMS PRIOR TO ANY VISITS TO OUR DEALERSHIP · [redacted] said in a very rude and sarcastic tone "Well, if this kid thinks he knows what he's talking about, then he can obviously fix it himself." This was an extremely rude and unacceptable commentI asked [redacted] if he could check and confirm his work and [redacted] yelled at me and got in my face, "Well are you going to pay me? Because this is going to take me 3-hours of labor and my time isn't free" I politely told him that the codes and check engine light I received indicated that it was the wiring or the harness and he again yelled at me, "well I've been working on cars for years; you have never worked on a car yourself, you have no idea what you're talking about" and again "well are you going to pay me? My time isn't free." At this point, I just asked him to check his work and [redacted] told me that I could take my car somewhere and "there's the door just drive around." AT THIS POINT THE CUSTOMER AND HIS BROTHER WERE EXTREMELY RUDE AND CHALLENGED EVERY WORD AND DEMANDED A FULL REFUND FOR ALL WORK PERFORMED AND HE TOLD US HE WAS TAKING HIS CAR SOMEWHERE ELSEAT THIS POINT OUR TECHNICIAN HAD MULTIPLE HOURS SPENT ON THE CAR FOR WHICH WE DID NOT CHARGE THE CUSTOMER DUE TO THEIR HOSTILE BEHAVIOR · I ended up having to talk to Ben [redacted] (the owner) and after talking to him, I agreed to pay them to replace the diverter valve because I knew I was not going to win against this shady business and I needed my car fixed in ChampaignI replaced the diverter valve and got the car back on 9/1, the check engine light was still on and they told me I had yet another air leak by the Turbo inlet/outlet hose and quoted me yet another $for the laborAND BECAUSE WE WERE SO “SHADY” HE AUTHORIZED THE NEXT STEP IN THE REPAIR WHICH WE SHOWED PICTURES OF, ILLUSTRATING A POORLY INSTALLED SET OF PARTS DEEP INSIDE THE ENGINE COMPARTMENTWHY THEN DIDN’T HE BRING IT “BACK TO HIS MECHANIC”? WE REPEATEDLY WARNED THE CUSTOMER THAT LEAKS, WHICH WE NOW IDENTIFED USING A SMOKE MACHINE WILL FOLLOW THE PATH OF LEAST RESISTANCE AND WHEN WE PLUG ONE LEAK ANOTHER COULD REVEAL ITSELF · They also told me another valve was leaking and quoted me $for the laborI declined to let them do it at the time because there was no way I would trust them with another payment over $after they had already misdiagnosed the car and refused to stand behind their work the first time · I took my car to Patrick BMW in Schaumburg, IL a and had them do a diagnosis on the Check Engine Light and they told me they did a White Smoke Test (the same test Champaign told me they did) and told me they did not see any leaksWHY WOULD WE LIE ABOUT THIS? WE HAD PICTURES AND VIDEOSPATRICK BMW DIDN’T DO A SMOKE TEST WHICH WOULD HAVE REVEALED THE LEAS WHICH IS WHY THE SENSORS WERE DOING THEIR JOB INDICATING A PROBLEM.ONCE THE SENSORS ARE REPLACED THE BMW TEST PLAN STAES TO “ LOOK FOR LEAKS” · Patrick BMW also told me that they found faults for the Bank OSensorsI took the car back to BMW Champaign and demanded a partial refund for the Osensors because it was clear to me that BMW Champaign had been lying to me about what really needed to be repairedBen refused to give since he and BMW Champaign do not stand behind their work · I tired of them trying to nickel and dime me when they obviously did not know what they were doing so I told them I was doneI was done being strung along on their mission to squeeze every penny they could out of meTHEN WHY NOT SIMPLY TELL HIM EVERYTHING UP FRONT INSTEAD OF DISCOUNTING ALL THE WORK AND PERFORMING OTHER WORK AT NO CHARGE? HOW DOES THIS BENEFIT THE DEALERSHIP? · They told me that the white smoke coming out of my tailpipes would be gone in a few weeksWHITE SMOKE IS STILL COMING OUT OF MY TAILPIPES MONTH LATER AND MY CHECK ENGINE LIGHT IS STILL ON AND I’VE DRIVEN THE CAR ~MILESDO NOT TAKE YOUR BMW IN FOR SERVICE HERE BECAUSE BMW CHAMPAIGN DOES NOT STAND BEHIND THEIR WORK, WILL TRY TO NICKEL AND DIME YOU BY TELLING YOU TO DO UNNECESSARY REPAIRS, AND DO NOT KNOW WHAT THEY ARE DOINGTHIS IS UNTRUEWHY WOULD WE TELL HIM THAT “WHITE SMOKE WILL DISSAPPEAR”? WE SPECIFIACCLY TOLD HIM HISCAR WAS “NOT” FXED AND WE WANTED TO DO THAT LATEST IN A LINE OF REPAIRS TO FIX HIS ISSUES? THE REPAIRS ARE INCOMPLETETHE CUSTOMER CANCELLED HIS CREDIT CRAD AUTHORIZATIONWHY HAS HE NOT GONE BACK TO “HIS MECHANIC” TO PROPERLY REINSTALL THOSE ITEMS SHOWN IN THE PICTURESTHIS CUSTOMER HAS BEEN UNREASONABLE AND DECEPTIVE SINCE HIS FIRST VISITHIS ACTIONS CONSTITUTE THEFT BY FRAUD AND IF HIS CREDIT CARD COMPANY DOES NOT AUTHORIZE THE PURCHASE HE WILL BE ANSWERING LEGAL ACTION BY OUR COMPANY AS WELL AS BEING NOTIFIED BY THE IRS THAT HE RECEIVED INCOME FOR WHICH HE HAS NOT ACCOUNTEDWE STAND BY OUR INTERACTIONS WITH THE CUSTOMER AND OUR REPAIR WORK
Initial Business Response /* (1000, 5, 2016/08/15) */
As *** stated, she bought a used car with 90k miles from someone elseWe saw the car for the first time with 105k miles on itWe did speak and she acknowledged that we did notify her of her problem in the earlier visitThe vehicle has
been serviced somewhere else for 90% of it's life and we simply can't be held responsible for whatever wear and tear previous garages have put on her components during oil changesWe told her on her previous visit to us that she had this problem, she simply doesn't believe that the previous 12-oil changes, during the previous 100k miles, have likely worn the oil plugAs a Honda Certified repair center, we have our torque wrenches calibrated to make it virtually impossible to over or under tighten that plugEven a mis-aligned oil plug will leak quicklyIt is very common for mechanics without factory training to strip such componentsWithout a solid history of being at any Honda dealership, even Honda Corporation felt she should get "free" work done to her carMrs*** bought a used car from someone else with 90k miles on it and there is not telling how many technicians or shops worked on that carI stand by our offer to repair her car at a discounted price, but only if it is repaired at Honda of Champaign
Initial Consumer Rebuttal /* (3000, 7, 2016/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** did not state she bought the car usedI, ***, bought the car on March 7, 2011, with miles on it, from Brad Barker Honda in Bloomington, IllinoisI had the car serviced there for the next oil changesI've had the oil changed at a total of local garages, including the Honda garagesSince the oil had been changed times prior to the second visit to Honda of Champaign, I calculate 64% (4/11) of the time my car was serviced at a garage other than Honda, not 90%Counting the last visit to Honda of Champaign, my car has been serviced by a Honda technician 42% (5/12) of the timeRegardless of the frequency, the other garages never reported a problem with the plug, until after the second visit to Honda of ChampaignAnd I agree, I don't believe an oil plug, having been used ELEVEN times, becomes worn and strippedThat's not by any stretch of the imagination or explanationIf that plug were threaded correctly there would be minimal wear during useThe car has never leaked oil, eitherThey just couldn't remove the plug after it was stripped!
It seems obvious the plug was mis-threaded at Honda of Champaign the second time they changed the oil, on February of this yearYour technicians removed, replaced, and removed that plug again before reporting, "plug does not tighten up fully"That's where and when the whole issue beganThe next garage found and reported the stripped plug immediately
Again I decline your offer to pay you to repair the problem you created, discounted or otherwiseI don't expect you to guarantee other people's workI do expect you to guarantee your own
Final Consumer Response /* (3000, 17, 2016/10/28) */
Champaign Honda BMW has never reimbursed me for the damage done to my carThis is the second time I have sent this comment
Final Business Response /* (4000, 19, 2016/10/31) */
As we have stated before, we are not responsible for reimbursement to the customer for a repair and diagnosis done at a different repair facilityWe offered to perform the work at a substantial discount at our dealershipMrs*** understood this when we spoke and she also received our Revdex.com responseWhile we sympathize with the situation, we are not responsible for any of these repairsWe never agreed to reimburse her and so I do not understand the customer's assertion that we "have not yet reimbursed" her
My responses are in bold. · weeks and each time, their service advisor ([redacted]) and their Master Tech ([redacted]) were extremely rude and provided the worst customer service I've ever received in my life. THESE TWO YOUNG MEN WERE QUITE SURE FROM THE...
BEGINNING THAT THEY KNEW MORE ABOUT THE INSPECTION/DIAGNOSIS AND REQUIRED REPAIRS THAN WE DID AND THEY WERE CLEAR TO LET US KNOW THAT UPON ARRIVAL. VERY DISRESPECTFUL. ASKED QUESTIONS AND THEN TOLD US WE DIDN’T KNOW WHAT WE WERE TALKING ABOUT ONCE THEY HEARD THE ANSWERS.DEMANDED A NEW BMW TO DRIVE AS A LOANER. WE EXPLAINED THAT OUR PLOICY WAS OVER 24 YEARS OLD AND MUST HAVE PURCHASED FROM US. THEY PERSISTED AND OUR STAFF GAVE THEM A 2006 HONDA CIVIC TO DRIVE WHILE THEIR 2008 BMW WTH 135,000 MILES WAS BEING WORKED ON. OUR SERVICE ADVISOR AND TECHNICIAN WERE FIRM AND PRFESSIONAL WHILE BEING QUESTIONED ABOUT OUR POLICIES, BUT THAT VISIT IS THE ONLY DISCUSSION IN WHICH I, (BEN [redacted], GENERAL MANAGER), WAS NOT INVOLVED. I CAN ASSRE YOU THAT AFTER THE FIRST VISIT AND THEIR DEPLORABLE BEHAVIOR I NOT ONLY PARTICIPATED IN EVERY DISCUSSION, BUT ALSO TREATED THEM AS ROYALTY. · The first time I brought my car in with the check engine light on and white smoke coming out of the tailpipes, they diagnosed the car to have faulty oxygen sensors (All 4 sensors). AFTER SCANNING THE CAR WITH BMW DIAGNOSTIC TOOLS OUR TEST PLAN FROM BMW INSTRUCTED US TO “REPLACE 02 SENSORS”. WE ARE VERY CAREFULL, ESPECIALLY WITH 10YEAR OLD CARS WITH 135,000 MILES THAT WE HAVE NEVER SERVICED BEFORE, TO USE LANGUAGE LIKE “THIS IS A STARTING POINT…”, OR “IT MAY NEED OTHER THINGS BUT WE CAN CONFIRM THAT THESE ITEMS ARE IN NEED OF REPAIR/REPLACEMENT…”. THEY DID NOT INFORM US THAT THE PRIOR WORK WAS DONE AT AN INDEPENDENT REPAIR SHOP. THIS IS NEVER RECOMMENDED FOR GERMAN CARS, NOT ONLY FOR OBVIOUS SELF-SERVING REASONS, BUT ALSO BECAUSE ONLY THE FRANCHISED BMW DEALER HAS THE AND DIAGNOSTIC EQUIPMENT WTH ACCURATE READINGS. AFTERMARKET INEXPENSIVE CODE READING DIAGNOSTIC TOOLS ARE INEFFECTIVE. IT ONLY LEADS TO COLLEGE STUDENTS SELF DIAGNOSING THEIR BMWs. · I thought the fact they said my rear O2 sensors were faulty to be extremely strange, since I just had the rear O2 sensors changed twice. The first time was with sensors from Denso, and when the same code popped up, my mechanic from back home stood behind his work, unlike BMW Champaign, and changed them with sensors from Bosch. REPLACED BY AN INDEPENDENT SHOP WITH AFTERMARKET PARTS. DENSO AND BOSCH MAKE AFTERMARKET VERSIONS OF PARTS THAT WILL “FIT” ON A BMW BUT THEY ARE NOT TO FACTORY SPECIFICATION AD NOT RECOMMENDED TO BE USED BECAUSE THEY DON’T REFLECT ACCURATE READINGS WITH THE CAR’S COMPUTER. · BMW Champaign also diagnosed the car to have a bad battery, even though the battery was a brand, new Duracell AGM that had the same specs as an OE BMW battery. NOT A ”BAD” BATTERY, JUST THE “WRONG” BATTERY THAT DOESN’T PROPERLY COMMUNICATE WITH THE CAR. FURTHER, BATTERIES MUST BE PROGRAMMED AND RETROFITTED TO A BMW. THE WRONG BATTERY, INSTALLED AT AN INDEPENDENT PROVIDER CANNOT BE PROPERLY INSTALLED, PROGRAMMED, AND REGISTERED WITHOUT THE LIVE INTERACTIVE PROCESS BETWEEN AN AUTHORIZED BMW DEALER AND THE FACTORY. THE BATTERY ISSUE EXASERBATED THE O2 SENSOR ISSUES BECAUSE THE SENSORS THEMSELVES REQUIRE REPROGRAMMING AND THE WRONG BATTERY WILL NOT ALLOW SUCH PROGRAMMING. · The service department will tell you that UNNECESSARY REPAIRS are required. I did not have the time to do my research so I got scammed out of $3600. I now realize that the car did not need the battery or the rear O2 sensors, since those parts were brand new and the check engine light is still on with the same codes! I got my car back from them on 8/28 and on my drive back to my apartment (I live 10 minutes away), the check engine light popped back on and white smoke was still coming out of my tailpipes. (They told me that they had tested the car for proper operation and that it was fine, but obviously they had not.) I took it back in the next day 8/29 and they told me the car had a leaking diverter valve and asked for $200 more. I asked them why they didn’t notice this problem before I paid them $3600 and they could not give me an answer. BECAUSE WE DIDN’T KNOW. THE CUSTOMER DIDN’T INFORM US THAT HIS MECHANIC HAD THE “INTEAKE” AND “YUTRBO “SYSTEM APART, (AND SUBSEQUENTLY PUT BACK TOGETHER IMPROPERLY). WHEN THE CUSTOMER LEFT OUR DEALERSHIP THE O2 SENSORS WERE READING PROPERLY. THE VEHICLE SENT MULTIPLE OTHER CODES FOR OTHER ISSUES, WHICH HAPPENS WHEN THE WRONG AND UNREGISTERED BATTERY IS IN THE CAR. AT THEIR BEHEST, I ALLOWED THEM TO DRIVE MY $70K BMW X 5 DEMONSTRATOR FOR THE DAY WHILE WE ADDRESSED THE LAST REPAIR. WE WALKED AROUND THE VEHICLE AND CONFIRMED NO DAMAGE. THEY WERE VERY EXCITED TO DRIVE THE HIGH HORSEPOWER VEHICLE. WHEN THEY RETURNED THEREWAS DAMAGE ALL ALONG THE PASSENGER SIDE AS IF RUBBING AGAINST SOMETHING AT A DRIVE THRUGH. THEY ALSO HAD 2 EXTRA PASSENGERS IN THE VEHICLE WHEN THEY RETURNED AND GOTOUT WITH BAGS OF FAST FOOD. I SHOWED THEM THE DAMAGE AND THEY SAID THAT “IT WASN’T US”. I LET IT GO. · I also asked them why white smoke was still coming out of the tailpipes and they told me that it could take a few weeks for the white smoke to go away. (It’s been a month and ~800 miles now, and white smoke is still coming out of the tailpipes.) I asked them to stand behind their work and do the work I had already paid them for because they had misdiagnosed my car the previous time, but they refused to. I was not happy because I paid them to do a thorough diagnosis of the car, and THEY TOLD ME MY CAR WOULD BE FINE after replacing the 4 O2 sensors and the battery, but they clearly DO NOT STAND BEHIND THEIR WORK. After leaving the dealership, I scanned the codes myself using an OBD scanner and got a new code P112C along with the codes I got before; P0139 and P2297. I looked up the code online and found that the causes could be: “O2 Sensor Bank 1 Sensor 1 Harness is open or shorted” or “O2 Sensor Bank 1 Sensor 1 circuit poor electrical connection”. This, along with my check engine going on and off throughout Tuesday, Wednesday, and Thursday (It would be on for about 6 hours then off for 6 hours) made me think that there was something wrong with the way they wired it. When I brought the car back to the dealership on Friday morning (The Check Engine Light was NOT on), Justin’s attitude was extremely rude. I presented to him my findings and politely asked if he could check to make sure nothing was wrong with the wiring or job I had just paid $3600 for. He just asked if I was going to replace the diverter valve and I told him that I would not get the part replaced until they checked and confirmed that they did their previous work right. This is when [redacted] turned downright hostile and told me that I didn't know anything I was talking about and called his Master Tech ([redacted]) over. AN ”OB” SCANNER PROVIDES GENERAL CODES, NOT DIAGNOSIS. BME SCANNERS PROVIDE SPECIFC CODES WITH DIAGNOSTIC RESULTS AS WELL AS A TEST PLAN FLOWCHART TO REPAIR THE VEHICLE ACCORDING TO FACTORY SPECIFICATIONS. IS NOT EVEN CLOSE TO A BMW SCANNER. WHEN ADRESSING THE WIRING, THE REPLACEMENT SENSORS COME PREASSEMBLED AND WIRED FROM THE FACTORY AND ONCE THE TECHNICIAN HAS GAINED ACCESS TO THE AREA IT IS A SIMPLE PLUG-IN. LIKE PLUGGING IN A PHONE CHARGER TO A WALL SOCKET. HIS INSISTANCE THAT WE CHECK OUR PREVIOUS REPAIR WAS DONE ON THE 8/30 VISIT. NEVERTHELESS, WE HAD THE TECHNICIAN CONFIRM AGAIN THAT THE CONNECTIONS WERE PROPERLY MADE. WE HAD ALREADY RULED THAT OUT. THE CUSTOMER HAD AUHORIZED THE DIVERTER VALVE AFTER I HAD A LONG DISCUSSION WITH THEIR FATHER OVER THE PHONE EXPLAINING THE CHRONOLOGY OF EVENTS TO HIM. WE WERE VERY CLEAR TO EXPLAN TO THEM AND ILLUSTRATE TO THEM WITH PHOTS AND VIDEOS (ATTACHED) THAT THEY HAD MULTIPLE PROBLEMS DUE TO HAVING AN OLDER HIGH MILEAGE CAR AS WELL AS CLEARLY SHOWN IN PICTURES OF IMPROPER INSTALLATION OF VARIOUS ITEMS PRIOR TO ANY VISITS TO OUR DEALERSHIP. · [redacted] said in a very rude and sarcastic tone "Well, if this kid thinks he knows what he's talking about, then he can obviously fix it himself." This was an extremely rude and unacceptable comment. I asked [redacted] if he could check and confirm his work and [redacted] yelled at me and got in my face, "Well are you going to pay me? Because this is going to take me 3-4 hours of labor and my time isn't free" I politely told him that the codes and check engine light I received indicated that it was the wiring or the harness and he again yelled at me, "well I've been working on cars for 18 years; you have never worked on a car yourself, you have no idea what you're talking about" and again "well are you going to pay me? My time isn't free." At this point, I just asked him to check his work and [redacted] told me that I could take my car somewhere and "there's the door just drive around." AT THIS POINT THE CUSTOMER AND HIS BROTHER WERE EXTREMELY RUDE AND CHALLENGED EVERY WORD AND DEMANDED A FULL REFUND FOR ALL WORK PERFORMED AND HE TOLD US HE WAS TAKING HIS CAR SOMEWHERE ELSE. AT THIS POINT OUR TECHNICIAN HAD MULTIPLE HOURS SPENT ON THE CAR FOR WHICH WE DID NOT CHARGE THE CUSTOMER DUE TO THEIR HOSTILE BEHAVIOR. · I ended up having to talk to Ben [redacted] (the owner) and after talking to him, I agreed to pay them to replace the diverter valve because I knew I was not going to win against this shady business and I needed my car fixed in Champaign. I replaced the diverter valve and got the car back on 9/1, the check engine light was still on and they told me I had yet another air leak by the Turbo inlet/outlet hose and quoted me yet another $535 for the labor. AND BECAUSE WE WERE SO “SHADY” HE AUTHORIZED THE NEXT STEP IN THE REPAIR WHICH WE SHOWED PICTURES OF, ILLUSTRATING A POORLY INSTALLED SET OF PARTS DEEP INSIDE THE ENGINE COMPARTMENT. WHY THEN DIDN’T HE BRING IT “BACK TO HIS MECHANIC”? WE REPEATEDLY WARNED THE CUSTOMER THAT LEAKS, WHICH WE NOW IDENTIFED USING A SMOKE MACHINE WILL FOLLOW THE PATH OF LEAST RESISTANCE AND WHEN WE PLUG ONE LEAK ANOTHER COULD REVEAL ITSELF. · They also told me another valve was leaking and quoted me $849 for the labor. I declined to let them do it at the time because there was no way I would trust them with another payment over $1000 after they had already misdiagnosed the car and refused to stand behind their work the first time. · I took my car to Patrick BMW in Schaumburg, IL a and had them do a diagnosis on the Check Engine Light and they told me they did a White Smoke Test (the same test Champaign told me they did) and told me they did not see any leaks. WHY WOULD WE LIE ABOUT THIS? WE HAD PICTURES AND VIDEOS. PATRICK BMW DIDN’T DO A SMOKE TEST WHICH WOULD HAVE REVEALED THE LEAS WHICH IS WHY THE SENSORS WERE DOING THEIR JOB INDICATING A PROBLEM.ONCE THE SENSORS ARE REPLACED THE BMW TEST PLAN STAES TO “ LOOK FOR LEAKS”. · Patrick BMW also told me that they found faults for the Bank 1 O2 Sensors. I took the car back to BMW Champaign and demanded a partial refund for the O2 sensors because it was clear to me that BMW Champaign had been lying to me about what really needed to be repaired. Ben refused to give since he and BMW Champaign do not stand behind their work. · I tired of them trying to nickel and dime me when they obviously did not know what they were doing so I told them I was done. I was done being strung along on their mission to squeeze every penny they could out of me. THEN WHY NOT SIMPLY TELL HIM EVERYTHING UP FRONT INSTEAD OF DISCOUNTING ALL THE WORK AND PERFORMING OTHER WORK AT NO CHARGE? HOW DOES THIS BENEFIT THE DEALERSHIP? · They told me that the white smoke coming out of my tailpipes would be gone in a few weeks. WHITE SMOKE IS STILL COMING OUT OF MY TAILPIPES 1 MONTH LATER AND MY CHECK ENGINE LIGHT IS STILL ON AND I’VE DRIVEN THE CAR ~800 MILES. DO NOT TAKE YOUR BMW IN FOR SERVICE HERE BECAUSE BMW CHAMPAIGN DOES NOT STAND BEHIND THEIR WORK, WILL TRY TO NICKEL AND DIME YOU BY TELLING YOU TO DO UNNECESSARY REPAIRS, AND DO NOT KNOW WHAT THEY ARE DOING. THIS IS UNTRUE. WHY WOULD WE TELL HIM THAT “WHITE SMOKE WILL DISSAPPEAR”? WE SPECIFIACCLY TOLD HIM HISCAR WAS “NOT” FXED AND WE WANTED TO DO THAT LATEST IN A LINE OF REPAIRS TO FIX HIS ISSUES? THE REPAIRS ARE INCOMPLETE. THE CUSTOMER CANCELLED HIS CREDIT CRAD AUTHORIZATION. WHY HAS HE NOT GONE BACK TO “HIS MECHANIC” TO PROPERLY REINSTALL THOSE ITEMS SHOWN IN THE PICTURES. THIS CUSTOMER HAS BEEN UNREASONABLE AND DECEPTIVE SINCE HIS FIRST VISIT. HIS ACTIONS CONSTITUTE THEFT BY FRAUD AND IF HIS CREDIT CARD COMPANY DOES NOT AUTHORIZE THE PURCHASE HE WILL BE ANSWERING LEGAL ACTION BY OUR COMPANY AS WELL AS BEING NOTIFIED BY THE IRS THAT HE RECEIVED INCOME FOR WHICH HE HAS NOT ACCOUNTED. WE STAND BY OUR INTERACTIONS WITH THE CUSTOMER AND OUR REPAIR WORK.
My responses are in bold· weeks and each time, their service advisor ( [redacted] ) and their Master Tech ( [redacted] ) were extremely rude and provided the worst customer service I've ever received in my lifeTHESE TWO YOUNG MEN WERE QUITE SURE FROM THE BEGINNING THAT THEY KNEW MORE ABOUT THE INSPECTION/DIAGNOSIS AND REQUIRED REPAIRS THAN WE DID AND THEY WERE CLEAR TO LET US KNOW THAT UPON ARRIVALVERY DISRESPECTFULASKED QUESTIONS AND THEN TOLD US WE DIDN’T KNOW WHAT WE WERE TALKING ABOUT ONCE THEY HEARD THE ANSWERS.DEMANDED A NEW BMW TO DRIVE AS A LOANERWE EXPLAINED THAT OUR PLOICY WAS OVER YEARS OLD AND MUST HAVE PURCHASED FROM USTHEY PERSISTED AND OUR STAFF GAVE THEM A HONDA CIVIC TO DRIVE WHILE THEIR BMW WTH 135,MILES WAS BEING WORKED ONOUR SERVICE ADVISOR AND TECHNICIAN WERE FIRM AND PRFESSIONAL WHILE BEING QUESTIONED ABOUT OUR POLICIES, BUT THAT VISIT IS THE ONLY DISCUSSION IN WHICH I, (BEN [redacted] , GENERAL MANAGER), WAS NOT INVOLVEDI CAN ASSRE YOU THAT AFTER THE FIRST VISIT AND THEIR DEPLORABLE BEHAVIOR I NOT ONLY PARTICIPATED IN EVERY DISCUSSION, BUT ALSO TREATED THEM AS ROYALTY· The first time I brought my car in with the check engine light on and white smoke coming out of the tailpipes, they diagnosed the car to have faulty oxygen sensors (All sensors)AFTER SCANNING THE CAR WITH BMW DIAGNOSTIC TOOLS OUR TEST PLAN FROM BMW INSTRUCTED US TO “REPLACE SENSORS”WE ARE VERY CAREFULL, ESPECIALLY WITH 10YEAR OLD CARS WITH 135,MILES THAT WE HAVE NEVER SERVICED BEFORE, TO USE LANGUAGE LIKE “THIS IS A STARTING POINT ”, OR “IT MAY NEED OTHER THINGS BUT WE CAN CONFIRM THAT THESE ITEMS ARE IN NEED OF REPAIR/REPLACEMENT ”THEY DID NOT INFORM US THAT THE PRIOR WORK WAS DONE AT AN INDEPENDENT REPAIR SHOPTHIS IS NEVER RECOMMENDED FOR GERMAN CARS, NOT ONLY FOR OBVIOUS SELF-SERVING REASONS, BUT ALSO BECAUSE ONLY THE FRANCHISED BMW DEALER HAS THE AND DIAGNOSTIC EQUIPMENT WTH ACCURATE READINGSAFTERMARKET INEXPENSIVE CODE READING DIAGNOSTIC TOOLS ARE INEFFECTIVEIT ONLY LEADS TO COLLEGE STUDENTS SELF DIAGNOSING THEIR BMWs · I thought the fact they said my rear Osensors were faulty to be extremely strange, since I just had the rear Osensors changed twiceThe first time was with sensors from Denso, and when the same code popped up, my mechanic from back home stood behind his work, unlike BMW Champaign, and changed them with sensors from Bosch REPLACED BY AN INDEPENDENT SHOP WITH AFTERMARKET PARTSDENSO AND BOSCH MAKE AFTERMARKET VERSIONS OF PARTS THAT WILL “FIT” ON A BMW BUT THEY ARE NOT TO FACTORY SPECIFICATION AD NOT RECOMMENDED TO BE USED BECAUSE THEY DON’T REFLECT ACCURATE READINGS WITH THE CAR’S COMPUTER · BMW Champaign also diagnosed the car to have a bad battery, even though the battery was a brand, new Duracell AGM that had the same specs as an OE BMW battery NOT A ”BAD” BATTERY, JUST THE “WRONG” BATTERY THAT DOESN’T PROPERLY COMMUNICATE WITH THE CARFURTHER, BATTERIES MUST BE PROGRAMMED AND RETROFITTED TO A BMWTHE WRONG BATTERY, INSTALLED AT AN INDEPENDENT PROVIDER CANNOT BE PROPERLY INSTALLED, PROGRAMMED, AND REGISTERED WITHOUT THE LIVE INTERACTIVE PROCESS BETWEEN AN AUTHORIZED BMW DEALER AND THE FACTORYTHE BATTERY ISSUE EXASERBATED THE OSENSOR ISSUES BECAUSE THE SENSORS THEMSELVES REQUIRE REPROGRAMMING AND THE WRONG BATTERY WILL NOT ALLOW SUCH PROGRAMMING · The service department will tell you that UNNECESSARY REPAIRS are requiredI did not have the time to do my research so I got scammed out of $I now realize that the car did not need the battery or the rear Osensors, since those parts were brand new and the check engine light is still on with the same codes! I got my car back from them on 8/and on my drive back to my apartment (I live minutes away), the check engine light popped back on and white smoke was still coming out of my tailpipes(They told me that they had tested the car for proper operation and that it was fine, but obviously they had not.) I took it back in the next day 8/and they told me the car had a leaking diverter valve and asked for $moreI asked them why they didn’t notice this problem before I paid them $and they could not give me an answer BECAUSE WE DIDN’T KNOWTHE CUSTOMER DIDN’T INFORM US THAT HIS MECHANIC HAD THE “INTEAKE” AND “YUTRBO “SYSTEM APART, (AND SUBSEQUENTLY PUT BACK TOGETHER IMPROPERLY)WHEN THE CUSTOMER LEFT OUR DEALERSHIP THE OSENSORS WERE READING PROPERLYTHE VEHICLE SENT MULTIPLE OTHER CODES FOR OTHER ISSUES, WHICH HAPPENS WHEN THE WRONG AND UNREGISTERED BATTERY IS IN THE CARAT THEIR BEHEST, I ALLOWED THEM TO DRIVE MY $70K BMW X DEMONSTRATOR FOR THE DAY WHILE WE ADDRESSED THE LAST REPAIRWE WALKED AROUND THE VEHICLE AND CONFIRMED NO DAMAGETHEY WERE VERY EXCITED TO DRIVE THE HIGH HORSEPOWER VEHICLEWHEN THEY RETURNED THEREWAS DAMAGE ALL ALONG THE PASSENGER SIDE AS IF RUBBING AGAINST SOMETHING AT A DRIVE THRUGHTHEY ALSO HAD EXTRA PASSENGERS IN THE VEHICLE WHEN THEY RETURNED AND GOTOUT WITH BAGS OF FAST FOODI SHOWED THEM THE DAMAGE AND THEY SAID THAT “IT WASN’T US” I LET IT GO · I also asked them why white smoke was still coming out of the tailpipes and they told me that it could take a few weeks for the white smoke to go away(It’s been a month and ~miles now, and white smoke is still coming out of the tailpipes.) I asked them to stand behind their work and do the work I had already paid them for because they had misdiagnosed my car the previous time, but they refused toI was not happy because I paid them to do a thorough diagnosis of the car, and THEY TOLD ME MY CAR WOULD BE FINE after replacing the Osensors and the battery, but they clearly DO NOT STAND BEHIND THEIR WORKAfter leaving the dealership, I scanned the codes myself using an OBD scanner and got a new code P112C along with the codes I got before; Pand PI looked up the code online and found that the causes could be: “OSensor Bank Sensor Harness is open or shorted” or “OSensor Bank Sensor circuit poor electrical connection”This, along with my check engine going on and off throughout Tuesday, Wednesday, and Thursday (It would be on for about hours then off for hours) made me think that there was something wrong with the way they wired itWhen I brought the car back to the dealership on Friday morning (The Check Engine Light was NOT on), Justin’s attitude was extremely rudeI presented to him my findings and politely asked if he could check to make sure nothing was wrong with the wiring or job I had just paid $forHe just asked if I was going to replace the diverter valve and I told him that I would not get the part replaced until they checked and confirmed that they did their previous work rightThis is when [redacted] turned downright hostile and told me that I didn't know anything I was talking about and called his Master Tech (***) overAN ”OB” SCANNER PROVIDES GENERAL CODES, NOT DIAGNOSISBME SCANNERS PROVIDE SPECIFC CODES WITH DIAGNOSTIC RESULTS AS WELL AS A TEST PLAN FLOWCHART TO REPAIR THE VEHICLE ACCORDING TO FACTORY SPECIFICATIONSIS NOT EVEN CLOSE TO A BMW SCANNERWHEN ADRESSING THE WIRING, THE REPLACEMENT SENSORS COME PREASSEMBLED AND WIRED FROM THE FACTORY AND ONCE THE TECHNICIAN HAS GAINED ACCESS TO THE AREA IT IS A SIMPLE PLUG-INLIKE PLUGGING IN A PHONE CHARGER TO A WALL SOCKETHIS INSISTANCE THAT WE CHECK OUR PREVIOUS REPAIR WAS DONE ON THE 8/VISITNEVERTHELESS, WE HAD THE TECHNICIAN CONFIRM AGAIN THAT THE CONNECTIONS WERE PROPERLY MADEWE HAD ALREADY RULED THAT OUTTHE CUSTOMER HAD AUHORIZED THE DIVERTER VALVE AFTER I HAD A LONG DISCUSSION WITH THEIR FATHER OVER THE PHONE EXPLAINING THE CHRONOLOGY OF EVENTS TO HIMWE WERE VERY CLEAR TO EXPLAN TO THEM AND ILLUSTRATE TO THEM WITH PHOTS AND VIDEOS (ATTACHED) THAT THEY HAD MULTIPLE PROBLEMS DUE TO HAVING AN OLDER HIGH MILEAGE CAR AS WELL AS CLEARLY SHOWN IN PICTURES OF IMPROPER INSTALLATION OF VARIOUS ITEMS PRIOR TO ANY VISITS TO OUR DEALERSHIP · [redacted] said in a very rude and sarcastic tone "Well, if this kid thinks he knows what he's talking about, then he can obviously fix it himself." This was an extremely rude and unacceptable commentI asked [redacted] if he could check and confirm his work and [redacted] yelled at me and got in my face, "Well are you going to pay me? Because this is going to take me 3-hours of labor and my time isn't free" I politely told him that the codes and check engine light I received indicated that it was the wiring or the harness and he again yelled at me, "well I've been working on cars for years; you have never worked on a car yourself, you have no idea what you're talking about" and again "well are you going to pay me? My time isn't free." At this point, I just asked him to check his work and [redacted] told me that I could take my car somewhere and "there's the door just drive around." AT THIS POINT THE CUSTOMER AND HIS BROTHER WERE EXTREMELY RUDE AND CHALLENGED EVERY WORD AND DEMANDED A FULL REFUND FOR ALL WORK PERFORMED AND HE TOLD US HE WAS TAKING HIS CAR SOMEWHERE ELSEAT THIS POINT OUR TECHNICIAN HAD MULTIPLE HOURS SPENT ON THE CAR FOR WHICH WE DID NOT CHARGE THE CUSTOMER DUE TO THEIR HOSTILE BEHAVIOR · I ended up having to talk to Ben [redacted] (the owner) and after talking to him, I agreed to pay them to replace the diverter valve because I knew I was not going to win against this shady business and I needed my car fixed in ChampaignI replaced the diverter valve and got the car back on 9/1, the check engine light was still on and they told me I had yet another air leak by the Turbo inlet/outlet hose and quoted me yet another $for the laborAND BECAUSE WE WERE SO “SHADY” HE AUTHORIZED THE NEXT STEP IN THE REPAIR WHICH WE SHOWED PICTURES OF, ILLUSTRATING A POORLY INSTALLED SET OF PARTS DEEP INSIDE THE ENGINE COMPARTMENTWHY THEN DIDN’T HE BRING IT “BACK TO HIS MECHANIC”? WE REPEATEDLY WARNED THE CUSTOMER THAT LEAKS, WHICH WE NOW IDENTIFED USING A SMOKE MACHINE WILL FOLLOW THE PATH OF LEAST RESISTANCE AND WHEN WE PLUG ONE LEAK ANOTHER COULD REVEAL ITSELF · They also told me another valve was leaking and quoted me $for the laborI declined to let them do it at the time because there was no way I would trust them with another payment over $after they had already misdiagnosed the car and refused to stand behind their work the first time · I took my car to Patrick BMW in Schaumburg, IL a and had them do a diagnosis on the Check Engine Light and they told me they did a White Smoke Test (the same test Champaign told me they did) and told me they did not see any leaksWHY WOULD WE LIE ABOUT THIS? WE HAD PICTURES AND VIDEOSPATRICK BMW DIDN’T DO A SMOKE TEST WHICH WOULD HAVE REVEALED THE LEAS WHICH IS WHY THE SENSORS WERE DOING THEIR JOB INDICATING A PROBLEM.ONCE THE SENSORS ARE REPLACED THE BMW TEST PLAN STAES TO “ LOOK FOR LEAKS” · Patrick BMW also told me that they found faults for the Bank OSensorsI took the car back to BMW Champaign and demanded a partial refund for the Osensors because it was clear to me that BMW Champaign had been lying to me about what really needed to be repairedBen refused to give since he and BMW Champaign do not stand behind their work · I tired of them trying to nickel and dime me when they obviously did not know what they were doing so I told them I was doneI was done being strung along on their mission to squeeze every penny they could out of meTHEN WHY NOT SIMPLY TELL HIM EVERYTHING UP FRONT INSTEAD OF DISCOUNTING ALL THE WORK AND PERFORMING OTHER WORK AT NO CHARGE? HOW DOES THIS BENEFIT THE DEALERSHIP? · They told me that the white smoke coming out of my tailpipes would be gone in a few weeksWHITE SMOKE IS STILL COMING OUT OF MY TAILPIPES MONTH LATER AND MY CHECK ENGINE LIGHT IS STILL ON AND I’VE DRIVEN THE CAR ~MILESDO NOT TAKE YOUR BMW IN FOR SERVICE HERE BECAUSE BMW CHAMPAIGN DOES NOT STAND BEHIND THEIR WORK, WILL TRY TO NICKEL AND DIME YOU BY TELLING YOU TO DO UNNECESSARY REPAIRS, AND DO NOT KNOW WHAT THEY ARE DOINGTHIS IS UNTRUEWHY WOULD WE TELL HIM THAT “WHITE SMOKE WILL DISSAPPEAR”? WE SPECIFIACCLY TOLD HIM HISCAR WAS “NOT” FXED AND WE WANTED TO DO THAT LATEST IN A LINE OF REPAIRS TO FIX HIS ISSUES? THE REPAIRS ARE INCOMPLETETHE CUSTOMER CANCELLED HIS CREDIT CRAD AUTHORIZATIONWHY HAS HE NOT GONE BACK TO “HIS MECHANIC” TO PROPERLY REINSTALL THOSE ITEMS SHOWN IN THE PICTURESTHIS CUSTOMER HAS BEEN UNREASONABLE AND DECEPTIVE SINCE HIS FIRST VISITHIS ACTIONS CONSTITUTE THEFT BY FRAUD AND IF HIS CREDIT CARD COMPANY DOES NOT AUTHORIZE THE PURCHASE HE WILL BE ANSWERING LEGAL ACTION BY OUR COMPANY AS WELL AS BEING NOTIFIED BY THE IRS THAT HE RECEIVED INCOME FOR WHICH HE HAS NOT ACCOUNTEDWE STAND BY OUR INTERACTIONS WITH THE CUSTOMER AND OUR REPAIR WORK
Initial Business Response /* (1000, 5, 2016/08/15) */
As *** stated, she bought a used car with 90k miles from someone elseWe saw the car for the first time with 105k miles on itWe did speak and she acknowledged that we did notify her of her problem in the earlier visitThe vehicle has
been serviced somewhere else for 90% of it's life and we simply can't be held responsible for whatever wear and tear previous garages have put on her components during oil changesWe told her on her previous visit to us that she had this problem, she simply doesn't believe that the previous 12-oil changes, during the previous 100k miles, have likely worn the oil plugAs a Honda Certified repair center, we have our torque wrenches calibrated to make it virtually impossible to over or under tighten that plugEven a mis-aligned oil plug will leak quicklyIt is very common for mechanics without factory training to strip such componentsWithout a solid history of being at any Honda dealership, even Honda Corporation felt she should get "free" work done to her carMrs*** bought a used car from someone else with 90k miles on it and there is not telling how many technicians or shops worked on that carI stand by our offer to repair her car at a discounted price, but only if it is repaired at Honda of Champaign
Initial Consumer Rebuttal /* (3000, 7, 2016/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** did not state she bought the car usedI, ***, bought the car on March 7, 2011, with miles on it, from Brad Barker Honda in Bloomington, IllinoisI had the car serviced there for the next oil changesI've had the oil changed at a total of local garages, including the Honda garagesSince the oil had been changed times prior to the second visit to Honda of Champaign, I calculate 64% (4/11) of the time my car was serviced at a garage other than Honda, not 90%Counting the last visit to Honda of Champaign, my car has been serviced by a Honda technician 42% (5/12) of the timeRegardless of the frequency, the other garages never reported a problem with the plug, until after the second visit to Honda of ChampaignAnd I agree, I don't believe an oil plug, having been used ELEVEN times, becomes worn and strippedThat's not by any stretch of the imagination or explanationIf that plug were threaded correctly there would be minimal wear during useThe car has never leaked oil, eitherThey just couldn't remove the plug after it was stripped!
It seems obvious the plug was mis-threaded at Honda of Champaign the second time they changed the oil, on February of this yearYour technicians removed, replaced, and removed that plug again before reporting, "plug does not tighten up fully"That's where and when the whole issue beganThe next garage found and reported the stripped plug immediately
Again I decline your offer to pay you to repair the problem you created, discounted or otherwiseI don't expect you to guarantee other people's workI do expect you to guarantee your own
Final Consumer Response /* (3000, 17, 2016/10/28) */
Champaign Honda BMW has never reimbursed me for the damage done to my carThis is the second time I have sent this comment
Final Business Response /* (4000, 19, 2016/10/31) */
As we have stated before, we are not responsible for reimbursement to the customer for a repair and diagnosis done at a different repair facilityWe offered to perform the work at a substantial discount at our dealershipMrs*** understood this when we spoke and she also received our Revdex.com responseWhile we sympathize with the situation, we are not responsible for any of these repairsWe never agreed to reimburse her and so I do not understand the customer's assertion that we "have not yet reimbursed" her
My responses are in bold. · weeks and each time, their service advisor ([redacted]) and their Master Tech ([redacted]) were extremely rude and provided the worst customer service I've ever received in my life. THESE TWO YOUNG MEN WERE QUITE SURE FROM THE...
BEGINNING THAT THEY KNEW MORE ABOUT THE INSPECTION/DIAGNOSIS AND REQUIRED REPAIRS THAN WE DID AND THEY WERE CLEAR TO LET US KNOW THAT UPON ARRIVAL. VERY DISRESPECTFUL. ASKED QUESTIONS AND THEN TOLD US WE DIDN’T KNOW WHAT WE WERE TALKING ABOUT ONCE THEY HEARD THE ANSWERS.DEMANDED A NEW BMW TO DRIVE AS A LOANER. WE EXPLAINED THAT OUR PLOICY WAS OVER 24 YEARS OLD AND MUST HAVE PURCHASED FROM US. THEY PERSISTED AND OUR STAFF GAVE THEM A 2006 HONDA CIVIC TO DRIVE WHILE THEIR 2008 BMW WTH 135,000 MILES WAS BEING WORKED ON. OUR SERVICE ADVISOR AND TECHNICIAN WERE FIRM AND PRFESSIONAL WHILE BEING QUESTIONED ABOUT OUR POLICIES, BUT THAT VISIT IS THE ONLY DISCUSSION IN WHICH I, (BEN [redacted], GENERAL MANAGER), WAS NOT INVOLVED. I CAN ASSRE YOU THAT AFTER THE FIRST VISIT AND THEIR DEPLORABLE BEHAVIOR I NOT ONLY PARTICIPATED IN EVERY DISCUSSION, BUT ALSO TREATED THEM AS ROYALTY. · The first time I brought my car in with the check engine light on and white smoke coming out of the tailpipes, they diagnosed the car to have faulty oxygen sensors (All 4 sensors). AFTER SCANNING THE CAR WITH BMW DIAGNOSTIC TOOLS OUR TEST PLAN FROM BMW INSTRUCTED US TO “REPLACE 02 SENSORS”. WE ARE VERY CAREFULL, ESPECIALLY WITH 10YEAR OLD CARS WITH 135,000 MILES THAT WE HAVE NEVER SERVICED BEFORE, TO USE LANGUAGE LIKE “THIS IS A STARTING POINT…”, OR “IT MAY NEED OTHER THINGS BUT WE CAN CONFIRM THAT THESE ITEMS ARE IN NEED OF REPAIR/REPLACEMENT…”. THEY DID NOT INFORM US THAT THE PRIOR WORK WAS DONE AT AN INDEPENDENT REPAIR SHOP. THIS IS NEVER RECOMMENDED FOR GERMAN CARS, NOT ONLY FOR OBVIOUS SELF-SERVING REASONS, BUT ALSO BECAUSE ONLY THE FRANCHISED BMW DEALER HAS THE AND DIAGNOSTIC EQUIPMENT WTH ACCURATE READINGS. AFTERMARKET INEXPENSIVE CODE READING DIAGNOSTIC TOOLS ARE INEFFECTIVE. IT ONLY LEADS TO COLLEGE STUDENTS SELF DIAGNOSING THEIR BMWs. · I thought the fact they said my rear O2 sensors were faulty to be extremely strange, since I just had the rear O2 sensors changed twice. The first time was with sensors from Denso, and when the same code popped up, my mechanic from back home stood behind his work, unlike BMW Champaign, and changed them with sensors from Bosch. REPLACED BY AN INDEPENDENT SHOP WITH AFTERMARKET PARTS. DENSO AND BOSCH MAKE AFTERMARKET VERSIONS OF PARTS THAT WILL “FIT” ON A BMW BUT THEY ARE NOT TO FACTORY SPECIFICATION AD NOT RECOMMENDED TO BE USED BECAUSE THEY DON’T REFLECT ACCURATE READINGS WITH THE CAR’S COMPUTER. · BMW Champaign also diagnosed the car to have a bad battery, even though the battery was a brand, new Duracell AGM that had the same specs as an OE BMW battery. NOT A ”BAD” BATTERY, JUST THE “WRONG” BATTERY THAT DOESN’T PROPERLY COMMUNICATE WITH THE CAR. FURTHER, BATTERIES MUST BE PROGRAMMED AND RETROFITTED TO A BMW. THE WRONG BATTERY, INSTALLED AT AN INDEPENDENT PROVIDER CANNOT BE PROPERLY INSTALLED, PROGRAMMED, AND REGISTERED WITHOUT THE LIVE INTERACTIVE PROCESS BETWEEN AN AUTHORIZED BMW DEALER AND THE FACTORY. THE BATTERY ISSUE EXASERBATED THE O2 SENSOR ISSUES BECAUSE THE SENSORS THEMSELVES REQUIRE REPROGRAMMING AND THE WRONG BATTERY WILL NOT ALLOW SUCH PROGRAMMING. · The service department will tell you that UNNECESSARY REPAIRS are required. I did not have the time to do my research so I got scammed out of $3600. I now realize that the car did not need the battery or the rear O2 sensors, since those parts were brand new and the check engine light is still on with the same codes! I got my car back from them on 8/28 and on my drive back to my apartment (I live 10 minutes away), the check engine light popped back on and white smoke was still coming out of my tailpipes. (They told me that they had tested the car for proper operation and that it was fine, but obviously they had not.) I took it back in the next day 8/29 and they told me the car had a leaking diverter valve and asked for $200 more. I asked them why they didn’t notice this problem before I paid them $3600 and they could not give me an answer. BECAUSE WE DIDN’T KNOW. THE CUSTOMER DIDN’T INFORM US THAT HIS MECHANIC HAD THE “INTEAKE” AND “YUTRBO “SYSTEM APART, (AND SUBSEQUENTLY PUT BACK TOGETHER IMPROPERLY). WHEN THE CUSTOMER LEFT OUR DEALERSHIP THE O2 SENSORS WERE READING PROPERLY. THE VEHICLE SENT MULTIPLE OTHER CODES FOR OTHER ISSUES, WHICH HAPPENS WHEN THE WRONG AND UNREGISTERED BATTERY IS IN THE CAR. AT THEIR BEHEST, I ALLOWED THEM TO DRIVE MY $70K BMW X 5 DEMONSTRATOR FOR THE DAY WHILE WE ADDRESSED THE LAST REPAIR. WE WALKED AROUND THE VEHICLE AND CONFIRMED NO DAMAGE. THEY WERE VERY EXCITED TO DRIVE THE HIGH HORSEPOWER VEHICLE. WHEN THEY RETURNED THEREWAS DAMAGE ALL ALONG THE PASSENGER SIDE AS IF RUBBING AGAINST SOMETHING AT A DRIVE THRUGH. THEY ALSO HAD 2 EXTRA PASSENGERS IN THE VEHICLE WHEN THEY RETURNED AND GOTOUT WITH BAGS OF FAST FOOD. I SHOWED THEM THE DAMAGE AND THEY SAID THAT “IT WASN’T US”. I LET IT GO. · I also asked them why white smoke was still coming out of the tailpipes and they told me that it could take a few weeks for the white smoke to go away. (It’s been a month and ~800 miles now, and white smoke is still coming out of the tailpipes.) I asked them to stand behind their work and do the work I had already paid them for because they had misdiagnosed my car the previous time, but they refused to. I was not happy because I paid them to do a thorough diagnosis of the car, and THEY TOLD ME MY CAR WOULD BE FINE after replacing the 4 O2 sensors and the battery, but they clearly DO NOT STAND BEHIND THEIR WORK. After leaving the dealership, I scanned the codes myself using an OBD scanner and got a new code P112C along with the codes I got before; P0139 and P2297. I looked up the code online and found that the causes could be: “O2 Sensor Bank 1 Sensor 1 Harness is open or shorted” or “O2 Sensor Bank 1 Sensor 1 circuit poor electrical connection”. This, along with my check engine going on and off throughout Tuesday, Wednesday, and Thursday (It would be on for about 6 hours then off for 6 hours) made me think that there was something wrong with the way they wired it. When I brought the car back to the dealership on Friday morning (The Check Engine Light was NOT on), Justin’s attitude was extremely rude. I presented to him my findings and politely asked if he could check to make sure nothing was wrong with the wiring or job I had just paid $3600 for. He just asked if I was going to replace the diverter valve and I told him that I would not get the part replaced until they checked and confirmed that they did their previous work right. This is when [redacted] turned downright hostile and told me that I didn't know anything I was talking about and called his Master Tech ([redacted]) over. AN ”OB” SCANNER PROVIDES GENERAL CODES, NOT DIAGNOSIS. BME SCANNERS PROVIDE SPECIFC CODES WITH DIAGNOSTIC RESULTS AS WELL AS A TEST PLAN FLOWCHART TO REPAIR THE VEHICLE ACCORDING TO FACTORY SPECIFICATIONS. IS NOT EVEN CLOSE TO A BMW SCANNER. WHEN ADRESSING THE WIRING, THE REPLACEMENT SENSORS COME PREASSEMBLED AND WIRED FROM THE FACTORY AND ONCE THE TECHNICIAN HAS GAINED ACCESS TO THE AREA IT IS A SIMPLE PLUG-IN. LIKE PLUGGING IN A PHONE CHARGER TO A WALL SOCKET. HIS INSISTANCE THAT WE CHECK OUR PREVIOUS REPAIR WAS DONE ON THE 8/30 VISIT. NEVERTHELESS, WE HAD THE TECHNICIAN CONFIRM AGAIN THAT THE CONNECTIONS WERE PROPERLY MADE. WE HAD ALREADY RULED THAT OUT. THE CUSTOMER HAD AUHORIZED THE DIVERTER VALVE AFTER I HAD A LONG DISCUSSION WITH THEIR FATHER OVER THE PHONE EXPLAINING THE CHRONOLOGY OF EVENTS TO HIM. WE WERE VERY CLEAR TO EXPLAN TO THEM AND ILLUSTRATE TO THEM WITH PHOTS AND VIDEOS (ATTACHED) THAT THEY HAD MULTIPLE PROBLEMS DUE TO HAVING AN OLDER HIGH MILEAGE CAR AS WELL AS CLEARLY SHOWN IN PICTURES OF IMPROPER INSTALLATION OF VARIOUS ITEMS PRIOR TO ANY VISITS TO OUR DEALERSHIP. · [redacted] said in a very rude and sarcastic tone "Well, if this kid thinks he knows what he's talking about, then he can obviously fix it himself." This was an extremely rude and unacceptable comment. I asked [redacted] if he could check and confirm his work and [redacted] yelled at me and got in my face, "Well are you going to pay me? Because this is going to take me 3-4 hours of labor and my time isn't free" I politely told him that the codes and check engine light I received indicated that it was the wiring or the harness and he again yelled at me, "well I've been working on cars for 18 years; you have never worked on a car yourself, you have no idea what you're talking about" and again "well are you going to pay me? My time isn't free." At this point, I just asked him to check his work and [redacted] told me that I could take my car somewhere and "there's the door just drive around." AT THIS POINT THE CUSTOMER AND HIS BROTHER WERE EXTREMELY RUDE AND CHALLENGED EVERY WORD AND DEMANDED A FULL REFUND FOR ALL WORK PERFORMED AND HE TOLD US HE WAS TAKING HIS CAR SOMEWHERE ELSE. AT THIS POINT OUR TECHNICIAN HAD MULTIPLE HOURS SPENT ON THE CAR FOR WHICH WE DID NOT CHARGE THE CUSTOMER DUE TO THEIR HOSTILE BEHAVIOR. · I ended up having to talk to Ben [redacted] (the owner) and after talking to him, I agreed to pay them to replace the diverter valve because I knew I was not going to win against this shady business and I needed my car fixed in Champaign. I replaced the diverter valve and got the car back on 9/1, the check engine light was still on and they told me I had yet another air leak by the Turbo inlet/outlet hose and quoted me yet another $535 for the labor. AND BECAUSE WE WERE SO “SHADY” HE AUTHORIZED THE NEXT STEP IN THE REPAIR WHICH WE SHOWED PICTURES OF, ILLUSTRATING A POORLY INSTALLED SET OF PARTS DEEP INSIDE THE ENGINE COMPARTMENT. WHY THEN DIDN’T HE BRING IT “BACK TO HIS MECHANIC”? WE REPEATEDLY WARNED THE CUSTOMER THAT LEAKS, WHICH WE NOW IDENTIFED USING A SMOKE MACHINE WILL FOLLOW THE PATH OF LEAST RESISTANCE AND WHEN WE PLUG ONE LEAK ANOTHER COULD REVEAL ITSELF. · They also told me another valve was leaking and quoted me $849 for the labor. I declined to let them do it at the time because there was no way I would trust them with another payment over $1000 after they had already misdiagnosed the car and refused to stand behind their work the first time. · I took my car to Patrick BMW in Schaumburg, IL a and had them do a diagnosis on the Check Engine Light and they told me they did a White Smoke Test (the same test Champaign told me they did) and told me they did not see any leaks. WHY WOULD WE LIE ABOUT THIS? WE HAD PICTURES AND VIDEOS. PATRICK BMW DIDN’T DO A SMOKE TEST WHICH WOULD HAVE REVEALED THE LEAS WHICH IS WHY THE SENSORS WERE DOING THEIR JOB INDICATING A PROBLEM.ONCE THE SENSORS ARE REPLACED THE BMW TEST PLAN STAES TO “ LOOK FOR LEAKS”. · Patrick BMW also told me that they found faults for the Bank 1 O2 Sensors. I took the car back to BMW Champaign and demanded a partial refund for the O2 sensors because it was clear to me that BMW Champaign had been lying to me about what really needed to be repaired. Ben refused to give since he and BMW Champaign do not stand behind their work. · I tired of them trying to nickel and dime me when they obviously did not know what they were doing so I told them I was done. I was done being strung along on their mission to squeeze every penny they could out of me. THEN WHY NOT SIMPLY TELL HIM EVERYTHING UP FRONT INSTEAD OF DISCOUNTING ALL THE WORK AND PERFORMING OTHER WORK AT NO CHARGE? HOW DOES THIS BENEFIT THE DEALERSHIP? · They told me that the white smoke coming out of my tailpipes would be gone in a few weeks. WHITE SMOKE IS STILL COMING OUT OF MY TAILPIPES 1 MONTH LATER AND MY CHECK ENGINE LIGHT IS STILL ON AND I’VE DRIVEN THE CAR ~800 MILES. DO NOT TAKE YOUR BMW IN FOR SERVICE HERE BECAUSE BMW CHAMPAIGN DOES NOT STAND BEHIND THEIR WORK, WILL TRY TO NICKEL AND DIME YOU BY TELLING YOU TO DO UNNECESSARY REPAIRS, AND DO NOT KNOW WHAT THEY ARE DOING. THIS IS UNTRUE. WHY WOULD WE TELL HIM THAT “WHITE SMOKE WILL DISSAPPEAR”? WE SPECIFIACCLY TOLD HIM HISCAR WAS “NOT” FXED AND WE WANTED TO DO THAT LATEST IN A LINE OF REPAIRS TO FIX HIS ISSUES? THE REPAIRS ARE INCOMPLETE. THE CUSTOMER CANCELLED HIS CREDIT CRAD AUTHORIZATION. WHY HAS HE NOT GONE BACK TO “HIS MECHANIC” TO PROPERLY REINSTALL THOSE ITEMS SHOWN IN THE PICTURES. THIS CUSTOMER HAS BEEN UNREASONABLE AND DECEPTIVE SINCE HIS FIRST VISIT. HIS ACTIONS CONSTITUTE THEFT BY FRAUD AND IF HIS CREDIT CARD COMPANY DOES NOT AUTHORIZE THE PURCHASE HE WILL BE ANSWERING LEGAL ACTION BY OUR COMPANY AS WELL AS BEING NOTIFIED BY THE IRS THAT HE RECEIVED INCOME FOR WHICH HE HAS NOT ACCOUNTED. WE STAND BY OUR INTERACTIONS WITH THE CUSTOMER AND OUR REPAIR WORK.