Valley Cadillac, Saab, BMW

Additional Notes

Complaint: It was highly recommended by my insurance agent to seek insurance related repairs from Valley BMW. On Friday, July 27, 2012; I took my 2002 5 series SUV BMW to Valley BMW for repairs. Diagnostic charges per window were $101.50. Friday, July 27, 2012; I was called by ***** in the service department at Valley BMW and told I only needed studs to replace windows causing them not to go up/down. I agreed to the cost of $250.00 due to ***** stating this was not insurance related. ***** said my vehicle would be ready on Monday, July 27, 2012.I did not hear from ***** on Monday and was becoming concerned due to having a rental car with only a two,(2) day rental to also include paint repairs to be done by Valley BMW. I called ***** on Tuesday morning and ***** informed me that he had to order the studs and my vehicle would be ready on Tuesday by lunch time. ***** called me on Tuesday, July 31, 2012; around 2pm to informed me that when he was installing the studs the Window Regulator broke. I informed ***** that he must have broke the Window Regulator upon installation of the studs because it was not broken upon his diagnostic findings. ***** stated, "part was old and probably would have broken anyways".

Desired Settlement: I was told by my Insurance agent to Contact ***** ***** at Valley Cadillac due to connections with ownership of Valley BMW about ***** breaking Window Regulator. ***** ***** informed me that I would have to pay for Window Regulator. I would like for Valley BMW to replace my Window Regulator. ***** broke Window Regulator upon installation of window studs. This unit was not broken until then. This unit was not mentioned as broken in diagnostic report by ***** when completed.

Business Response: Ms. ******** 2007 BMW X5 was brought to Valley BMW with windows on the right and left side in the down position.  Valley BMW removed the inside door panel on both windows.  Upon visual diagnosis the window clips holding the glass to the regulator were broken.  The left window was repaired replacing the clips only.  Upon replacement of the clips in the right window the window regulator was found to be broken. The first repairs to a window always start with a visual check of the clips.  Finding a broken regulator after replacing the clips does not mean someone broke that regulator.   This is just the pattern of diagnosiing the malfunction. I can assure you that if Valley BMW had broken a part on a customer's BMW we would have no problem replacing it, but in this case Vally BMW was not at fault. Should you have any questions, please feel free to contact me. Cordially, VALLEY BMW ***** ** ****** Center Operator

Consumer Response: Please be assured that Valley BMW is responsible for this broken part. Therefore, Valley BMW should have no problem replacing it. I also have documents provided by Valley BMW in reference to other items they claimed to have checked on my vehicle needing to be repaired/replaced. Why?? Valley BMW was only asked to reference items requested. My BMW vehicle hasn't performed the same since being in Valley BMW's care. Valley BMW also stated, my tires were abnormally worn. I just purchased tires in MAY of 2012; this is also fabrication on Valley BMW's part. If Valley BMW is not willing to treat me fairly as a customer by replacing part broken by their employee. I have no further use for Valley BMW. I would like for the BBB to have this dispute noted as unresolved for all others to see how Valley BMW really treat their customers. Regards, ****** ********   

Business Response: In reference to complaint ID *******. I can only reiterate that Valley BMW did not beak the window regulator in the right hand window of this BMW.   As stated before the regulator was found to be broken upon the repair of replacing the clips.  BMW would have no reason not to replace it if we had broken it.  Cordially, ***** ** ****** Valley BMW Center Operator  

Consumer Response: As I stated before, Valley BMW broke part. I have documentation with discovery of other parts that were also broken while in Valley BMW's care. Please note, Valley BMW has no intention to replace part or take responsibility for Valley BMW's actions. BBB, please make responses available to persons seeking Valley BMW's services. This is an unresolved, dissatisfied dispute; due to Valley BMW not replacing part they broke. I am done! Thank you BBB for your investigation in this matter. Regards,****** ********  

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

Additional Notes

Complaint: February 28, 2011Ms. ***** ***** PresidentValley Cadillac Saab BMW, Dear Ms.*****,Recently, my wife and I had an unpleasant experience that has been compounded by a further unpleasant experience with one of your dealerships. We own a 2003 BMW 325i that has been maintained properly (I have the records) and has been a wonderful vehicle for us. We were caught in the winter storm of February 19th on I-81 in Rural Retreat, Virginia when the problem with this automobile began. For your information, since we were away from home, I had the automobile towed almost 100 miles to have work done at your dealership because of the reputation of your dealership and the BMW brand. After waiting around your dealership all day on February 20th, it was determined that an additional repair requiring five hours of labor was necessary. We rented a car to go back the *************** and five days later, and almost $2,000.00 of work performed by your technicians, I began to experience the overheating problem that brought me to your dealership in the first place. Yesterday, February 27th on my way home I pulled into a garage immediately because I did not want the motor to overheat and the problem was very evident. I alerted ***** **** in the late afternoon of February 27th that I was having an overheating problem again. He told me, When you get home and the engine cools down, check the anti-freeze level, maybe it is low. So, why would the anti-freeze level be low if the repairs were done correctly? When it was evident that I could not make it home, I called back and ***** was gone, the Service manager was gone, and I spoke with ******* ****. ******* seemed very concerned and willing to be of service said that he appreciated my cool head and attitude and even though he could not assist me at the moment, that he would discuss the situation with the Service Manager, **** ***** the next day.The part that failed was a part that I had asked to be replaced, and was not. Further, it was a part that should have been replaced without my asking, and it was a part that your technician HAD to adjust (a bleeder screw on the upper radiator hose). Quite frankly, it is unfathomable to me that this hose had to be removed to perform other work, is the easiest to reach, and was not replaced. Today, February 28th, after several telephone conversations with **** *****, addressing the latest issue and others, the bottom line appears to be that your dealership will pay for a screw that your dealership broke. In the mean time I am once again without a vehicle, I have been further inconvenienced, and left up that proverbial creek by the employees in your dealership.First, I just cant imagine why this hose was not replaced when numerous other, and unrelated, recommendations were made. Quite frankly at this point, I am not sure I needed all of the repairs that were recommended and for which I paid almost $2000. I just do not believe anything that your service department is saying to me. Secondly, and more importantly, is the uncaring and disconnectedness of your staff towards one of your customers. I expected more from BMW! You can rest assured, at this point, there will be no 10s coming from me when surveyed. Thirdly, I am disappointed in the response of all of your staff when asked if this is still a good car, they all seemed reticent to stand behind their work (I now know why!). Perhaps Valley BMW has lost a sale for a new X-5 because of this attitude. For your information, there was a brand new X-5, which was sold, on the showroom floor that we looked at and admired. I am sure another one could have been ordered.In these tough economic times, I am amazed that there was not more concern shown to a customer, and potential future customer. It has been often said that by word of mouth advertising is the best available, in this case you can rest assured that it will not be. For sure Valley BMW, and perhaps BMW, has lost a customer forever as apparently you have enough of them and are not afraid to dismiss customers.Should you have any questions or comments, please do not hesitate to call on me.Sincerely,******* ** ******###-###-####Cc: ******* ****, Valley Cadillac Saab BMW **** *****, Valley BMW ***** ****, Valley BMW ***** *****, President, ******* ******** ******* ** ******** Better Business Bureau of Western ******** ****** ********, President and Chief Executive Officer of BMW of North America ****** ******, Attorney at Law, ******* ****

Desired Settlement: Refund of additional repairs, reimbursement of rental car, clarification of repairs made.

Business Response:

Response to customer:

I received your letter from the BBB aqnd I have to admit I am quite shocked.

My understanding is that you talked with my General Manager, ***** ****** and the two of you had a very positive conversation. You were to send him copies of your other repairs and then he would follow up with you. I have now received your complaint form the BBB and find that you have filed a complaint, sent a letter to BMW, sent a letter to an attorney, and four of my employees. I don't understand why I am not being given the opportunity to work this out with you as you implied to my General Manager.

You stated in your letter that Valley BMW should have replaced a hose without asking. You know and I know that is not possible. Unless a repair is covered by warranty we always have to have the customer's permission. Our employees stated that Valley BMW recommemded repacing all hoses along with additional work. However you decided which hoses we needed to replace. Our technician wanted to check cylinder head bolts and gaskets due to overheating but you declined that work also.

As per your conversation last week with ***** ****** we are still waiting to receive the second repair invoice that you promised.

If you are still willing, we will be more than delighted to work through this with you.

Cordially,

Valley BMW, ***** *. ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved