Took car into service department as a "cherry" car came out a "lemon" with them saying they were thru working on it.
Initially took car to service an issue with a sluggish start. For **** dollars they said it didn't have a BMW battery and that was the problem. After getting the car home for a couple of days all of a sudden one evening the car would not even start. So the next morning they sent a mechanic to the house to fix it. He didn't and had to get the car towed back to service. After they received the car we were told that they were *** sure it was the starter and that would cost another ****** so they put a starter on it and we picked the car up again, drove it home and parked it in the driveway and the car wouldn't start. So they come out again and tried to fix it in the driveway but couldn't, so they towed it back again. After a month and 2 days of not hearing from them, and just waiting on them to call us they did, saying car was fixed, that it was a module. So they delivered the car to us and three days later the car wouldn't start. Plus, the front window is cracked and the trim they removed is laying in the floor board. Now, after all of this, they are saying they have done everything they were asked to do. But now, instead of a sluggish start, we have a car that won't start at all. And trust me, this is a shortened version of the story!
I want my car fixed.
Received the following response from the business stating:
This car is owned by Stephanie ********* We have been working directly with her. I have had the car towed to the dealership twice and have reimbursed her for the wrong diagnoses.
****** ******** does not own the car and I have personally never spoken with Mr. ********. I spoke with Stephanie since this claim, and she is bringing the car back to get the issue resolved.
BMW of Chattanooga
(The consumer indicated he/she DID NOT accept the response from the business.)
This is Stephanie Galloway the car owner, and yes, I did give BMW of Chattanooga permission to talk to ****** ******** (my fiance) and my father (Steve Kyle). Feel free to ask **** Cantrell about this particular issue. We made it clear that they (****** ******** and Steve Kyle) would understand the mechanical terminology much clearer than I. I would like to start from the beginning. On 7-11-2013, I was in Chattanooga and my car started acting up with a sluggish start. I took it to BMW of Chattanooga and the mechanic said he thought it was the battery but to schedule an appointment. I scheduled appointment with **** Cantrell on 7-16-2013, to bring the car in for diagnoses. They put a new BMW battery in and reset codes and said it was fixed and ready after we pd $485.32. ****** ******** picked up the car on 7-17-13, after hours and after I made it clear to leave car unlocked they had left the car locked. ******* from *** got a slim jim and opened the car but not before tearing the weather stripping apart. The car still wasn't fixed, very sluggish and continued to get worse. ****** and my father Steve had found some info on internet with similar issues that mimicked my car. I sent **** ******** a text on 8-1-13, asking him to please review my father's emails and if he could give him a call regarding emails. They did discuss this issue over the phone and agreed a draw test needed to be performed. I called and scheduled another appointment with **** Cantrell for 8-13-13, at 10 am for them to perform draw test. I took the car in and they said they needed it for a few days to perform a draw test. On 8-15-13, I text **** Cantrell and asked for an update, no reply. On 8-16-13, I text **** Cantrell for an update and he said the car was ready and n 8-17-13, I picked up the car. The only thing they could find was the integrated phone that could be causing drainage of battery. Car still wasn't fixed. Sluggish start once again. On 8-24-13, my car wouldn't start at all. The windows and lights would still work but car would not start. I called BMW again. I talked with ***** ****** and a **** that is the General manager and so did ****** ********. I was told, and so was ******, by ***** and **** (GM), that I would be refunded for my battery ($485.32) and **** (GM) would call me at 8 am on Monday 8-26-13, and he would get me a rental car and haul my car back to dealership. I also sent **** Cantrell a text on 8-26-13, at 7:25 am asking him to touch base with the other **** (GM) to make sure everything was still on schedule to get me a car and pick mine up. Do you think anyone called Monday morning? No. I had to ask neighbor for a ride to take kids to school and me to work. I did receive a call after lunch that day from ***** ****** and he did send Everett up to look at my car and have it hauled back to dealership. No refund was ever issued to me on the payment of my battery and they tried to stick me with a $320.00 haul fee! On 8-30-13, I tried calling **** (GM) and *****. I left a message with a lady at front desk to have **** call me back at 6pm whenever I finished up at work with an update on my car. I never heard from him. I also sent **** Cantrell a text message regarding an update since we had communicated by text before but never heard from him that day either. On 9-2-13, I spoke with Everett (head Mechanic) and ***** ****** on speaker phone and they both assured me that it was the starter that needed replacing. A $1300.00 brand new starter. They were 99% sure that was the problem. On 9-10-13, I went to pick up my car with a so called brand new $1300.00 that wasn't brand new. They couldn't even tell my father anything about it other than it had a warranty. My father was a certified marine mechanic with mercury and Yamaha and marine owner for 28 yrs. I text **** Cantrell to ask if they had hooked my integrated phone back up at 8:02 am on 9-10-13, since that wasn't the problem. When I arrived **** Cantrell, ***** ******, and Everett met me in **** Cantrell's office. They then told me that the car was going to need 2 modules replaced. Whenever they went to hook up the integrated phone they found these issues but these issues should have been found during the first draw test. I had Everett the head mechanic talk to my father. I was told that after speaking with Everett and ***** that these modules could be causing the car to have a sluggish start. Even **** Cantrell agreed that this issue relates back to the whole reason I brought the car in in the first place. Not the starter. Did I even need a starter? The 2 modules were the Air bag control and the CAS unit module. I paid them a check for ******* for starter. We had went round and round on this number. They said they were taking the charges off of the battery to compensate the difference. The numbers never added up to be right. They just kept telling me how much money they had invested in my car and how they were at such a loss. I went to get in my car and my front seat would not move at all. They had to fix it and as I was on my way home the brake light started malfunctioning and would not stop. Then after I almost made it home (An 1hr and 45min drive one way) it broke down with me and my daughter! At this time the car has left me stranded twice! I called my father in tears and he called ***** ******. I tried calling ***** and **** ******** and left messages.
They sent ******* up the next day and again I had to ask neighbor for a ride for kids and me to school and work. On 9-11-13, ******* showed up to work on car and had it towed back to dealership. He could not get it to start. On 9-13-13, I received a text from **** Cantrell stating that once my car arrived at dealership they were able to crank it right up and they would be returning it back to me on 9-16-13, since they found nothing wrong with it. I text **** Cantrell back and ask them what they magically did to get the car to start and that I did not want it back til they drove it to make sure it was fixed. I wrote down mileage. I expressed that I did not want to get stranded again and after all the money I had spent and had been reassured 99% that it was the starter and fixed! On 9-16-13, I texted **** Cantrell and added that both times it had left me stranded I was on a forward facing angle. Down hill. On 10-17-13, I finally heard from **** at BMW for an update! 4wks and 2 days! **** Cantrell called and said it was the CAS unit module and they replaced it. **** Cantrell said someone would bring it to me Friday, 10-18-13, and give me a refund for starter and battery or I mentioned I would be in Chattanooga on 10-19-13, and could pick it up. I didn't hear back from **** so I sent him a text on 10-23-13, but didn't hear back til 10-28-13. At this point I had been without my car now for 6wks! On 10-29-13, a driver brought my car back to me at my work with a refund check for $441.59. That did not include the refund for the battery. I was with a client at the time. Whenever I finished with my client I went to check out my car and it had a busted windshield! I sent **** Cantrell pics on 3 separate days and he never replied! On 11-1-13, my car broke down with me again! For a 3rd time! It was on an angle (down hill) so I called **** and told him we had bigger problems than the windshield even though he never acknowledged. ****** ******** proceeded to tow it to level ground and it started. I talked to **** and he asked if I was parked near a transformer. That parking next to a transformer could cause it not to start. Seriously! My father called BMW and he was advised that he would no longer be spoken to about this issue, it would only be me since I was the car owner. Well my father is owner of the car as well. He was told they were done working on the car. BMW of Chattanooga would no longer service my car. I understood that once you signed a service contract stating cause of problem with car they couldn't breach contract. ****** ******** filed a complaint to the BBB with my permission on 11-1-13. On 11-8-13, I received a call from ***** ******. It was a 20:51 conversation. He expressed how they were going to fix my windshield and pick up my car on 11-11-13, and I would have a loaner car and make everything right. He also expressed that he knew he had been turned into the BBB. He had Ty call me about trading my car and I told Ty BMW was picking up my car 11-11-13, and he could put some numbers together then. It is now 11-13-13, and BMW never called or came to pick up my car on 11-11-13. Just so happens that when I called ***** he couldn't remember having this conversation with me and said I had to bring the car in. Well as of this morning, 11-13-13, my car left me and kids stranded again in 16 degree temp and won't start at all. ***** is now refusing to work on it once again and I was talked to like a dirty dog. I did tell ***** this and that I would be back in touch with BBB. Looks like someone tried to beat me to it. I have a 20:51 conversation from 11-8-13, full of lies and a car that wont run at all now!
Final Business Response
Received the final response from the business stating:
The BMW service department fixed the customer's car at no charge to the customer, (and) also delivered the car back to her home, at no charge.
BMW of Chattanooga