Complaint Category: Repairs resulted in additional damage
Complaint: Failure to perform services paid for properly.
On January 21, 2013 we delivered our BMW 325I to BMW of Montgomery located in ****************** for services due to unfamiliar noise concerns and regular scheduled maintenance/services due. We were informed that a multipoint inspection was performed and deficiencies were found to include an oil leak that required the oil pan gasket to be replaced. We spared no expense and requested all faults found during the inspection be repaired. Upon picking up the vehicle we were informed that all deficiencies found were repaired. Approximately a week later the check engine light appeared and we began to get warning messages in the navigation display that the engine was overheating. We contacted BMW of Montgomery to schedule an appointment only to find that we did not qualify for a loaner vehicle due to our vehicle being a later model (****), which caused great inconvenience due to the distance between our home and Montgomery. We are currently stationed at ***********, Alabama and the dealership is over 80 miles away. I am a flight school student and my wife is a ********** of ******* ******** therefore ours schedules are considerably full. We then decided to take our vehicle to a local repair shop specializing in foreign vehicles. The auto repair shop informed us that the oil drain tube was left disconnected which in return caused oil leakage. They also discovered another leak within inches of the disconnected hose. This leak was not present prior to the recent BMW of Montgomery service.
On February 08, 2013 we made contact with the repair shop managment (***********). He informed us that processing of a refund for services performed by BMW of Montgomery would be a form of stealing on our behalf and also stated that the technicians are humans and they do make mistakes and offered to only credit $** (expenses paid to the other repair shop)to future repairs at BMW of Montgomery.
At this point were afraid to drive our vehicle due to the overheating prompt and felt that the only choice we had to have a reliable mode of transportation would be to trade in our vehicle and purchase a new one. Due to the overheating prompt we were unable to receive the full value of our trade in. This was not an issue that existed prior to the negligence. Our vehicle was in driving condition prior to the services being performed. I have a complete understanding that mistakes happen however as a consumer it should not be at my expense. If a service is not performed to standard someone needs to be held accountable and it should not be the customer.
Business' Initial Response Contact Name and Title: *********** Service Manag Contact Phone: ************ Contact Email:******************************** I have been in contact with Ms********* and have agreed to correct any deficiencies to the repairs already performed. I apologized for the mistake of leaving an oil drainback tube loose and agreed to compensate her for the money spent to correct that particular issue. I also agreed to diagnose the cause of the overheating issue for free and correct it if it was caused by our dealership. I also agreed to discount what other repairs were neccessary if the overheating issue was not caused by the dealership. I also explained to Ms. ******* that refusing to pay for parts and services already performed and installed would infact be stealing from the dealership ,but we will stand behind the repair that was made and correct it if neccessary.
Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.) Upon the first contact made with Mr. ****** he did not make any offer to diagnose or repair the vehicle. He simply offer to credit the expenses paid to the other auto repair shop to further repairs at BMW of Montgomery and indicated as he did above that processing a refund would be a form of stealing. I then sent him a follow up email in reference to his response and at that point he did make an offer to take a look at the vehicle however based on the first response my husband and I felt that nothing would be done therefore we decided to trade the vehicle in rather then put more money into further repairs and by the time we received the offer we no longer possessed ownership. As I mentioned to Mr.******* If a service is not performed to standard someone needs to be held accountable and it should not be the customer. We are clearly not requesting a refund for all services performed but defiantly the services that were ineptly complete as well as services that were performed by the local auto repair shop. We took our vehicle to BMW of Montgomery for regular services and prior to the negligence it was in perfect driving condition however upon the completion of services it was not. As I stated to Mr. ****** I have a complete understanding that mistakes happen however as a consumers it should not be at our expense. This issue has insolently caused undue hardship.
Complaint Resolution: BBB determined that while the company addressed the complaint issues, the complainant was dissatisfied and the matter was outside BBB Rules of Arbitration.
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BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
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Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
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BBB did not receive a response from business
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BBB cannot process complaint
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