| 12/02/2013||Problems with Product / Service | Read Complaint Details|X
Poor service, unreturned phone calls. service took 8 hrs instead of 2.
I had an appointment at BMW in Tucson, Arizona **** **** ******* Road, Tucson, AZ 85705) for Monday, November 11th 2013 at 9:20am and my service advisor was ****** ******** The customer service during this appointment was far below the service that I have received at other BMW locations. Based on the customer service at this BMW, I would not recommend BMW Tucson. After arriving and giving my key to a technician, the service advisor, ****** ******* abruptly asked what I was there for. I stated that my oil change light was coming on when I turned off the car, I would like the maintenance light checked and I would like to get an oil change. After stating that my car didn't need anything based on the key read, ****** realized that he was reading a key from a car that was not mine.
****** then attempted several times to reproduce the symptoms that I explained occurred after I turned the car off. ****** started the car on, quickly turned the car off and immediately removed the key but ****** ignored my insistence that the light came on when the key was left in the ignition. I repeated several times that the indicator light came on when the key remained in the ignition. Then ****** said that my oil didn't need to be changed until Feb. 2016 and that I had 16,000 miles before I needed an oil change. I stated that my oil was changed in February 2013 and requested that I would like the oil changed today. ****** interrupted me and said that he advised against getting the oil changed and said "oil isn't like food-it doesn't spoil". This exchange was rude and unnecessary. I again requested to have the oil changed and said that I would be using the coupon for 79.99 that was on the website site. He replied that I could only use the coupon if I printed it out because was unable to use a printer. I didn't ask him to print the coupon - again, this comment was rude and unwarranted. Then ****** ******* asked if I was going to wait for the oil change. I stated that I had reserved a loaner car when I made the appointment and asked how long the oil change would take. Clearly he didn't knew any details about my appointment, which were stated on the online appointment reservation form. He said the oil change would take about two hours and BMW didn't have any loaner cars but that I could rent a car. I inquired more because I have never been told that I would need to rent a car during maintenance. I was then picked up my Enterprise Car Rental company. I waited 70 minutes before I got a rental car.
I never received a call stating that my car was finished or ready to be picked up. I called and left a message with ****** ******* in the early afternoon asking if the car was ready, if everything was ok with the car because he stated the maintenance would take about 2 hours. Eight hours after I had dropped off my car, I returned to BMW. The assistant at the service desk stated my car was ready and stated that I should have been called by the service advisor ****** ******** The assistant at the service desk apologized and went into ****** ********** office with my paperwork. I paid for the oil change, went into ****** ********** office and requested his business card. He did not acknowledge nor apologize for the inconvenience.
I would like a refund for the oil change based on the poor customer service.
Contact Name and Title: **** ******
Contact Phone: XXX-XXX-XXXX
Contact Email: *******@autonation.com
The customer requested reimbursement for an oil change. We reimbursed the customer on 11/18/13 as per her request.
| 11/25/2013||Advertising / Sales Issues | Read Complaint Details|X
Over a three year lease of a 2014 Bmw x3m. The sales team over promised the features on this vehicle. Did not respond to calls or address issues.
Vehicle was leased 6 months ago. **** ****** GM? Sales GM, sales person, service team keep telling me to call other departments. The GM stated "do whatever you want" and won't meet with me over the technical issues and sales promises that were not delivered. Stating features of the car that don't existing and the computer does not function properly.
Take back the vehicle and refund all money.
******** traded in a BMW 335i VIN: WBAWBXXXXXPXXXXXX, we made her aware that an accident was reported on the CAR FAX dated 2/15/2012 with 49,479 miles which reads "collision damage reported". She was never told it was a total loss only collision damage. The vehicle at Tanque Verde Motors is a 2007 BMW 335i VIN: AWBXXXXXPXXXXXX, that is not the same vehicle, just the same model and color. ******** was given a Trade Allowance of $20,000.00 which she elected to get a check back of $9,000.00 and the remaining balance was used as a down-payment for her new 2014 BMW X3.
1. The i-drive can be used by using a USB drive stick.
2. Heads-up Display (seeing incoming calls on the display) was not available on this model when it was built.
3. The vehicle was delivered with 19 inch
M light alloy double spoke wheels-style 369M. (We do not have a wheel rack/display)
4. Phone calls - There had to be communication between her and *** ******** since she came in two separate times to review functions and operations of vehicle. ******** had 2 phone conversations with *** ****** (Sales Manager) and a conversation with ******* ***** (Service Director). **** ****** (GM) attempted to contact her at XXX-XXX-XXXX numerous times and they always went to voice mail. ******** set an appointment with **** ****** and requested *** ***** (tech) be involved 10/29/2013 at 1:00 pm. She did not come to the meeting she arranged. ******** called **** ****** again to schedule a meeting and discuss the issues, at that time **** explained he would help her on any product issues and explanation of product features if needed, at that time **** also explained that we had no intention of purchasing her vehicle back, since we did nothing wrong, and she yelled "then we have an issue" and hung up on ****.
5. ******** was delivered a 2014 BMW X3 and I'm sorry her insurance agent mis-informed her.
All documents on file for review per your request.
| 10/21/2013||Problems with Product / Service | Read Complaint Details|X
I purchase my 2007 BMW in 16 June 2012. On the 27 of June 2012 I took the car back to be check out because it was stumbling when I stop at stop lights or stop signs. On the 8th of August I took the car back for the same problem they replace the mass air flow then again on the 29th of Oct 2012.then on Feb 13 of 2013 and again on the August XX XXXX here I was told it was an oil separator.I was told that the last time I took the car in it was not related to the other problem I ask how do they know when I was never told what the problem was. they are just changing parts I hopes that it will fix the problem. I email BMW North America about the car being a lemon I receive a rely from a ***** ******** and was told that they would look into it, three months pass did not hear from them so I called a couple times before i reached Miss McDonald then i was told the car did not meet the state requirement so, I told her that the car had been in for the same problem five or six times. she then said she would call the local rep in Tucson again this time i was told the because of the year and miles the would not buy the car back.
If the are not willing to buy the car back i would like for them to fix it, it is the same problem and their work is warrantee if they make a repair they are suppose fix it if it have not been longer than two years. i want it fixed or replace
Since the customer has owned the vehicle there has been several complaints regarding idle quality:
-6/23/12 ROXXXXXXC mileage 64,236 tech notes indicate camshaft timing solenoid fault stored. Tested and replaced faulty solenoid, customer was not charged for repair.
-8/1/12 RO XXXXXX mileage 67,330 tech notes indicate air mass sensor tested and replaced, customer was not charged for repair.
-10/25/12 RO XXXXXX mileage 73,544 tech notes indicate unable to duplicate concern, no faults stored, fuel adaption values normal. Customer advised to return when check engine lamp is set, customer was not charged for repair.
-2/11/13 ROXXXXXX mileage 80,459 tech notes indicate software update performed due to release of BMW Service Bulletin. Customer was charged 50.00 warranty deductible.
-4/12/13 RO XXXXXX mileage 84,666 tech notes indicate unable to duplicate concern, no faults stored, fuel adaptions/grade normal. Customer was not charged for repair.
-8/30/13 ROXXXXXX mileage 93,936 tech notes indicate fuel adaption values abnormal and traced issue to leaking crankcase vent valve/oil separator failure and estimate was provided. Customer declined repair and was charged 125.88 for diagnosis.
As outlined above it's clear that the current issue is unrelated with any previous repairs. At 73,544 and 80,459 miles it was documented that the fuel adaptions were tested and within specification. When the vehicle returned at 93,936 miles the same values were checked and indicated an increase in fuel injection time open due to failure of the crankcase vent valve. Customer purchased vehicle with approximately 61K and has spent a total of 175.88 on engine related concerns at our dealership. Vehicle history was checked up to this mileage and no previous complaints of idle/drivability had been documented. Between 2/11-8/30/2013 the vehicle was driven approx. 13,500 miles without any noted issues or abnormal operating values detected. The repairs noted above are not unusual for this model vehicle at the listed mileage.
BMW NA was contacted by the customer on 5/6/13 and 9/9/13 to request repurchase of their vehicle. Both requests were denied. The Certified Pre-Owned Warranty on the vehicle expired in May of 2013.
At this point we would like to extend a 20% discount off parts and labor in an effort to resolve the latest issue with the customer's vehicle.
| 10/14/2013||Advertising / Sales Issues | Read Complaint Details|X
We purchased a 740LI 2013 BMW Sedan from sales associate, *** ******** This automobile was to be custom built and we were to travel to Munich and sign papers for the auto. We explicitly told the salesman each option we wanted including massage front seats but not rear and also side and back automatic window shades. The order was submitted and we went to Munich and at 9 am we signed the purchase agreements, etc. for the car. We were not able to view the car until 3 pm that afternoon. We asked about the options and when it came to the massage seats they said they were not installed on this car. This was an important feature as both my husband and I have back problems. When it came to the window shades they said they were not installed either. We had those on our previous car. We told them in Munich we did not want the car without these but they said the car was already purchased by us and we would have to handle this with our car dealer in Tucson. They did call and talk with the salesman in Tucson. He emailed that he was sorry about this.I emailed him back and told him we would not accept the car. He never responded.
The automobile is at the BMW dealership in Tucson. We have not taken delivery. They have told us that it is our car and they will not do anything about it. They claim it is now a used car even though it has not been delivered. We want a refund of the purchase price or a car with options we requested at the time the deal was consummated. We were not able to refuse the car in Munich because we had to sign all the papers before we were able to view the auto
Mr. and Mrs. ***** ordered their vehicle Friday March 9, 2013 at 11:40 am EDT. This transaction is a European delivery, so to make sure it is the exact vehicle with the correct equipment we require the customer's signature to verify the vehicle and eqipment at time of order.All European deliveries must have all paperwork completed prior to departing the U.S. (completed on June 18, 2013)so we can process the contract, title work etc. All paperwork is processed including titling the vehicle, because they are taking delivery in Germany. It is our obligation as a dealership to perfect a lein for the finance company. Mr. and Mrs. ***** picked up their vehicle Sept. 28, 2013 at BMW Tucson at that time a sales associate explained all the features of the vehicle. Mr. and Mrs. ***** returned on Sept. 30, 2013 for further explanation of certain features which our associate explained for them at that time. All documents from the U.S. purchase transaction and documents including the delivery receipt from Germany are available upon request. BMW Tucson will assist Mr. and Mrs. ***** with any questions regarding their vehicle and maintaining the vehicle to the manufacturers standard.
|05/23/2013||Problems with Product / Service|