Complaint Category: Improper or inferior repair
Complaint: Repairs made by BMW of Macon to a 2012 BMW X5 purchased as new about six weeks earlier are inferior. The brakes are squealing or not working properly.
I took the 2012 BMW X5 XDR 35D sold as new on 9-11-13 to ****** ******* ******* my son, back to BMW of Macon on Nov. 11 after they made repairs to the front left wheel and related damage due to impact (Invoice XXXXX; customer# XXXXXX; Invoice date: 11-8-2013). I initially picked up the X5 on late Friday, Nov. 8th; I heard brake squealing but was not able to return until Monday, Nov. 11 when the service department reopened. I contacted my insurer to inform them that the car was making the squealing noise when pressing the brakes and that this noise was not there prior to the repair; they gave me the ok to return it and allowed two additional days of rental for BMW of Macon to figure out what was going on. My BMW service advisor, ******* ****** per a voicemail on Nov. 13 at 11:27AM said, "...I don't have any issues with the brake at all...all of the brakes are in perfect working condition, it could have been where the vehicle sat for an extended period of time waiting on the insurance and all...had a little build up in surface rust...that type of thing...everything with the vehicle as far as the braking system is in perfect working shape...I have everything ready to go for you..."
After work, on Friday, Nov. 15, I returned to BMW of Macon to inform them that I was still hearing the brake noise and wanted a technician to ride with me in an attempt to replicate the noise. A different service adviser rode with me and he heard the noise. He told me that he knew exactly what was causing it and would take it back to the service department and get it taken care of.
Before I could get home, I was still hearing the noise. This person did not complete a service report, but one of the customer service ladies in the intake area pointed to the vehicle when I returned as if everything was fine. The following week was very busy and I did not have an opportunity to get back up to Macon from Warner Robins to report the same problem; however, I plan to take it to them on Monday, 11-24-13 since I will be on Thanksgiving break. I want the problem fixed and the vehicle performing as it should. It was sold as a new vehicle to my son with at least 4500 miles on it. The Dunlop run flat tires on the new vehicle per ******* ***** needed replacing already 32nd wear, which means worn to wear bars per the invoice.
Although my son is of age, he is a novice with purchasing new vehicles. Unfortunately for the consumer, most car dealerships thrive on fraud, deception, manipulation, greed, lies, trickery, deep corruption, and the constant pursuit to financially injure innocent and unsuspecting consumers." I have already posted a complaint about how the X5 was sold to him.
Initial Business Response
Final brake repairs were made on November the 27th 2013 RO#XXXXX @ 8,256 miles. . As a customer goodwill, Front brakes were replaced. To date, we have not heard of any issues with a noise from the front braking system. It is our understanding the brakes are repaired?
As for the tires, the particular tires in question are a soft compound high performance tires. It is extremely rare that no more than 10,000 miles are put on this type of performance tire. The customer has already called the Dunlop manufacture (which is where the tire warranty is processed) and reached an agreement with Dunlop for new tires. All tire warranties are performed through the tire manufacture Not BMW. Not to mention, during the wreck the car had jumped a curb.
The X5D was sold as new. The vehicle was a new car demo and therefore had never been titled. Being that the X5D had never been titled to anyone, it was new. During the transaction, Mr. ****** stated he left his drivers licenses at home. He said he would return with them the following day. To date, after repeated calls, Mr. ****** has yet to return with his licenses.
The irony in all of this; the car was left abandon after the accident at another local dealer, 5 star. The Police discovered the X5 wrecked with tires busted. Not to mention, the car was abandoned with the driver's door open, keys in it and still running. When the police asked the owner, Mr. ******, he stated to the police he didn't own the car. It was the following morning, Mrs. ******* had the car towed to BMW of Macon for repairs.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.