ComplaintsforWeatherford BMW, Inc.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Goodmorning, ******************************, email:************************ On November 24 I took my car in to the *** dealership for a regular routine oil change. I noticed that my car hadnt been running properly since this service while I was driving the car the car switched gears the steering wheel locked up while I was driving the car with my young children Almost causing an accident the car was doing a number of things that had never occurred prior to this service. I was leaving home from work when the car would not start at all me and my fianc, assuming that the battery was dead, lifted the hood in attempt to give the car a jump when we noticed a gray rag that was left behind from the mechanic that serviced my vehicle from the oil change. My car had no issues prior to the visit at the *** dealership. I contacted the dealership to assist me with this matter, although a supervisor did apologize for the rag that his technician had left behind the dealership excepting no accountability for the damage that was caused due to the technicians mistake. I have been struggling financially and dealing with depression for a while, and I had to pay outta of pocket to get my car fixed,This is the last thing that I need it Ive been treated unfairly Ive asked to speak to a general manager. They have been very rude to me during this whole process with no remorse or sympathy for putting me or my childrens life in danger please help me.

  

  Business response

  01/08/2024

  This customer came in on 11/24/23 for a waiter oil service which we completed. The customer called our BDC on 12/11/23 demanding to speak to a manager which I did, and I sincerely apologized to the customer for our mistake of the rag left on the engine cover. I had ***************** the car from her house to us because she was experiencing starting and gear issues. When the car got to our shop, I wrote it up RO ****** and had our ********************* look at it in which we discovered that her battery in the trunk and positive battery cable terminals were burnt and melted causing her issues (terminals was loose). The rag left on her engine cover from the previous visit RO ****** was on her passenger seat and *** confirmed that no damage was done from it being on the engine cover. There was no history of the battery being replaced by us, but *** also found out that the battery was not registered as well. I investigated the Carfax briefly and only assumed that wherever she bought the car from (used car dealer I am guessing) replaced the battery but did so incorrectly. The customer demanded us to replace the battery and terminals for free which I indeed declined to do that and because of that,the customer called one of her friends by the name of ****** who is a paralegal to handle the situation for her. ****** and I agreed for ****************** to pay for the parts only and Weatherford take care of the labor. Once that was communicated, I also made sure to get that confirmation from ****************** via email see attachment to proceed with the repairs. Through the entire conversation with ******************, she was being rude, she called me names, called me a racist, and also cursed at me multiple times threatening me. I apologized sincerely multiple times on the understanding that she will still be mad in which she was which I get. Customer came to pay for the service and was also still rude to us and called us names. The customer didnt take the rental offer that I made for the time being and instead we Lyfted her to our dealership when car was completed. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car has been in the *********** center at Weatherford BMW in ******** since 9/25/2023. It was brought in for an insurance claim because someone hit our car. *** has failed to communicate why they cant fix our car. We have made three months of lease payments and are still without a date of when our car will be corrected. I would like them to replace our car and refund our lease payments effective 10/1/2023.

  

  Business response

  12/27/2023

  We were able to cover the customers lease payments for up to 2 months totaling $2,953.76. The customer ended up getting a rental through the person who hit her in the accident from their insurance company as well. The car is also completed through multiple attempts of programming and calibrating the rear radar sensors. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are reporting 2 separate incidients with Weatherford BMW on our transaction with them.#1 We saw a vehicle we liked and contacted the dealership and was assigned to a sales advisor *******************. We asked for addition up to date images and walk around video of the vehicle and we were satisfied and wanted to proceed with the purchase. Fast forward to the day the vehicle was delivered to us, we had noticed a huge scratch/***** in the rear bumper that never showed up in any of the pictures, video or was advised regarding it before purchase. When I contact ******************* about it, he simply said it was within specifications. Not sure what that meant but I was dis-satisifed with the response on why we were never told about it before the sale. We brought it back up to ***** after he ignored us and then escalated to a sales manager ************************* but was still ignored regarding it. Still to this day nothing has come from our inquiry about it. #2 We had initially signed and closed the deal on 02/22/23. Roughly towards the end of April 2023, I decided to contact the dealership regarding the registration and tag for the vehicle. They said they are working on it. We have since called left messages and emailed regarding updates to this and no response simply being ignored. We then called *** Corporate to step in and they have reached out twice also and no response to them either and also ignoring them. We are looking to get our registration/tag and some sort of compensation for the scratch/***** on the rear bumper of the vehicle that was never stated that it had existed.

  

  Business response

  05/22/2023

  I have been in contact with ********** several times in the past weeks. We have agreed to take care of the bumper concern and are close to wrapping up the *** issue. He is aware of all of this and has told me that he is satisfied with where we are. If you have any questions or need anything else, please let me know.

   

  Sincerely, 

   

  ***************************

  General sales manager

  Weatherford BMW

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in for a tire alignment. The service advisor told me that my rear license plate light was out and needed to be replaced, so I agreed. A couple hours later, the service advisor informed me that the problem was due to a pinched wire somewhere in the trunk and that the repair would be significantly more expensive, so I declined the continued repair but agreed to pay the original quote for the repair.The next day, the electronic components of my trunk have completely stopped working. The trunk cannot close, and so presents significant danger driving the vehicle. This problem never occurred before I brought my car in for service. I suspect that Weatherford either negligently or intentionally damaged my vehicle after I refused to pay for their recommended service. After reading reviews online, I suspect others have had a similar experience.

  

  Business response

  05/20/2022

  Three visits
  
  
  1.The client declined diagnosis for the license plate light  06/2020 at ******* miles
  2. customer request replace license plate bulb 04/15/2022 @130,135 technician installed bulb, checked and found the faults are returning recommend diagnosis.
  3. customer states license plate light does not work and the trunk will not close. 4/20/2022 @ *******
  
  The first visit in 2020 would be the beginning of the wire fatigue, the bulb check circuit is very sensitive to resistance change.
  The second time in the client requested bulb replacement.The technician found the bulb did not fix the problem and the problem would need to be diagnosed.
  The client declined and the vehicle was picked up. Within a week a wire failed due to movement and fatigue. This wire caused the rear latch to stay in the released phase of movement.
  Looking at the picture you can see many more are cracked and split.
  
  The clients quote: . I suspect that Weatherford either negligently or intentionally damaged my vehicle after I refused to pay for their recommended service.
  
  No diagnosis was performed, so we did not damage it or even inspect it. This area of the harness is warped in fiber type electrical tape.
  The technician from the 4/20/22 visit was the first one who worked in that area and sent the picture for the client. lastly this is a failure due to age and motion, I have seen this problem on all models for decades.
  Tell us why here...

• Initial Complaint

  07/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Two months after purchasing a 2018 BMW X1 the brake light came on requiring a full brake job. The car is CPO and the report listed the life at 7mm and 5mm; 40-50% life. The car never had the brakes replaced, and with 23K miles on it at purchase – the brakes should have been replaced during the CPO. I spoke with a German Car Master Mechanic who informed me it is nearly impossible to go from 7mm to replacement within the milage range (2500) and at best that wear could only occur if the car was being tracked (raced). He suspects, as do I, the CPO documentation was incorrect at best (deliberately misleading). Upon complaint, the dealership did reduce the replacement cost, but they should have covered it under the CPO - which appears to be a fraudulent document due to measurement and how quickly they were completely worn. We want the purchaser to be refunded the $450 they charged to replace their bad brakes.

  

  Business response

  07/20/2021

  1. Clients car was certified 2/24/2021 with 23,425 miles. Specs on brakes were 7mm on front brakes and 5mm on rear brakes. Both of these measurements meet BMW’s standards for certification per CPO guidelines.
  2. The client purchased the vehicle as a CPO (certified pre owned) from us on 4/25/2021 with 23,441 miles
  3. The vehicle was brought to our service shop for a service brake light on 7/1 with 25,949 miles, 2 months and 2,500 miles after purchase.
  4. Upon inspection it was noted that the left rear inner brake pad was worn to 4mm and touching the wear indicator sensor causing the warning.
  5. The client was advised at 4-5mm remaining on all pads there is no safety issue, but the brakes would need to be addressed soon.

   

  I feel it is unfortunate that the complaint notes that there was something deliberate and misleading done on our part. The vehicle was sold as a CPO and met the criteria as such. The client was provided all the necessary paper work associated with a CPO vehicle purchase including the CPO check sheet with all vehicle stats. at time of vehicle inspection and certification was performed. It is in fact a pre owned vehicle and because the brakes wore from 5mm to 4mm during the time the client had the vehicle after purchase is not surprising. This caused the sensor to start contacting the rotor creating the warning that caused the clients concern. The service advisor presented the client a regular retail estimate for the work as we should have. Once I got involved as well as our sales manager we were able to get the pricing down substantially. We were well within our rights to charge a retail price, but in the essence of good client relations and the fact that we understand the clients concern, we charged a substantially discounted rate for client satisfaction. Unfortunately this situation did not work out that way.

   

  We went above and beyond to resolve this issue equitably for the client. We have been in this community for decades. Our processes have always been and continue to remain the same. To provide a great product at a fair price and provide great customer service for each and every client along the way. I hope this information helps. Please let me know if you need anything further. If the client would like, and authorizes us to do so, we can release the CPO check sheet as well as our most recent check sheet for the clients vehicle if you would like to review it. They also have these documents.

   

  Thank you,

   

  Tim ******

  Service Manager

  Weatherford BMW

  Customer response

  07/20/2021

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I've had two agencies that indicated to me, and both are mechanics, that a CPO car with the indicated wear should not results in a brake failure (worn pads) 2 months and 2K miles later.  If the brakes were that bad, they were not safe to drive on, by much, and should not have qualified for a certified vehicle purchase, which cost the consumer $2500 or more for that certification.  Whether an innocence mistake or a deliberate fudge of the actual measurement, NO customer should have to replace all four brakes after purchasing a CPO car.  It just doesn't satisfy the CPO contract or spirit thereof.  Both resources said those number could not have been correct, and went as far to say the only way those brakes could have worn in 2k miles is if it was tracked (raced) and maybe not even then.  BBB - we believe we're the victim of an inaccurate CPO report (impacted by the profit margin) and even worst, the dealership put a customer in a car with bad/worn brakes.

   

  I'm not sure how BBB can assist, but two options for us right now is to continue to provide transparency and exposure to what we believe is a bad practice and maybe business model (not living up to the CPO contract and promise to the customer that the vechicle has been thoroughly inspected with bad/worn parts replaced).  We, and I have been fully transparent with the dealership as my email correspondence will support, will file a complaint with the DMV for the inaccurate CPO readings, and after exhausting remedy options, we will file a small claims court and let that local commissioner decide right from wrong with the evidence we're prepared to present.

  Shame on Weatherford for allowing a customer to purchase a CPO car with worn brakes "AND" not standing behind that issue.  Questionable tactics at best, borderline fraudulent practice at worst.  

   

  BBB - if you can assist me with other options to remedy this - agencies, etc. - great.  Else I'll continue to find the transparency and remedy path the best I can.  This is a business transaction gone wrong, I don't view this as a personal conflict.  A personnel conflict, yes.

   

  Thanks much for providing the service BBB.  Your role is important to consumers.

   

  
  Sincerely,
  
  **** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩