ComplaintsforBMW of El Cajon

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  OK so my incident actually happened today which is 3 January **** I came to the *** dealership in El Cajon looking to get my car serviced which I agreed to pay $1300 for them to fix the sensor on my tire my tire, and the rim that have been because I had driven my car without There being air in the tire so I was denied a loaner vehicle once I was towed prior to coming that I will be receiving a loaner when I got here. I was denied a loaner vehicle because I presented my passport. They told me that they are not able to except passports. I said OK no problem I have my papers, his drivers license my credit card, and also my insurance which it states in their policy those are all things that they were able to except however, when I presented mine, they did not want to except them . He asked the manager the manager declined however, I dont see why also too I asked him to show me where in black-and-white does it state this on their policy he was not able to show me.

  Business response

  01/04/2024

  This customer did have her vehicle towed into our dealership with a badly damaged tire, rim and damaged sensor.  We were more than happy to provide the customer with a *** loaner vehicle to drive.  We do require a few items to get a loaner vehicle.  1) A valid driver's license, Proof of full coverage insurance and a credit card.  The customers insurance has to be for the vehicle they are bringing in for service.  

  This customer did not have her physical driver's license with her.  She just had a photo of her driver's license. This is not a valid form of ID to get a loaner vehicle let alone a rental vehicle anywhere.  A passport does not constitute a legal driver's license.  Customer tried to have a friend that was on her vehicle's insurance come and get the loaner on her behalf and we do not allow for that also.  We do not let people who are not attached to the owner's vehicle get a loaner vehicle.  

  We did offer alternate transportation in the form of an Uber or Lyft ride that we were more than willing to pay for.

  Customer response

  01/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Eldranique *******
  
   
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against BMW of El Cajon regarding an issue that occurred on May 4th, 2023. I scheduled an appointment with the dealership for a brake pad replacement and an oil change. Upon arrival, I informed the service representative, Bong, that I only needed those services and nothing more. However, he recommended replacing the brake fluid and coolant since they were due for replacement and suggested that it would make sense to do it while replacing the brake pads. I agreed to the additional service at a cost of $243.After waiting for nearly two hours, **** sent me a link to review additional maintenance recommendations, which totaled over $7,000. As the cost was unaffordable for me, I declined to have any additional work done beyond the brake pad replacement and oil change.However, when I went to pay, Bong informed me that I still had to pay for the brake fluid and coolant replacement, even though I had declined any additional work. The service manager repeated the same response, stating that I had signed the receipt before any service was performed. While it is true that I authorized the brake fluid and coolant replacement, it was done on the condition that I was also replacing the brake pads, which I ultimately declined due to the cost. Additionally, I declined any further work after seeing the total cost of the recommended maintenance.I strongly believe that I am entitled to a refund of the $243 for the brake fluid and coolant replacement, as I did not authorize any additional work beyond the brake pad replacement and oil change that I had requested. The dealership's lack of transparency regarding the full cost of the recommended maintenance until after I authorized the brake fluid and coolant replacement is concerning.I would appreciate your assistance in resolving this matter, and I look forward to hearing back from you soon. Thank you for your time.Sincerely,***** Today's Date: May 4th, 2023

  Business response

  05/12/2023

  ************ brought his vehicle in to BMW of El Cajon for service. when he arrived, he was assisted by a service advisor, he asked to a oil change and the brakes replaced. the service advisor explained to him that the vehicle was due for a oil service and a brake flush. he also explained that it would be best if the technician inspected the brakes as well as the vehicle prior to authorizing the brakes. the reason for this is that the brakes would vary in pricing depending on if the vehicle would need brake pads only, pads and resurfacing of the rotors or pads rotors and sensor. if you asked me this is in guests' best interest, this allows the guest to have a complete picture of what we know the vehicle will need. after the vehicle was inspected and the services that were authorized were perform the guest was given a full assessment. the vehicle needed quite a bit of services; the guest declined to have the services performed at this time. this is where the guest no longer wanted to pay for the services that were performed on the vehicle. he carried himself in a unprofessional manner and even stated slamming his fist on the service advisor's desk. we asked him not to carry himself in this fashion and he stepped outside to compose himself. when he came back inside, we assisted the guest with discount and re-explained what took place, the guest disagreed, and we agree to disagree. no further assistance will be offered at this time, and we certainly don't allow our guests to hold us hostage because of reviews or surveys.

  Customer response

  05/12/2023

  I am writing in response to your recent reply regarding my complaint. While I appreciate your perspective, I strongly disagree with your characterization of the events that took place during my visit to your dealership.
  Firstly, I must correct the record with regard to the services I requested. I did, in fact, specifically ask for an oil change and brake pad replacement. I did not authorize any additional services beyond those two items.
  Moreover, while I understand the importance of having a technician inspect the vehicle prior to authorizing brake services, I was not given a clear breakdown of the cost of those services until after I had already authorized the brake fluid and coolant replacement. This lack of transparency is concerning and, in my opinion, reflects poorly on your dealership's business practices.
  Additionally, I must take issue with your characterization of my behavior. I did not carry myself in an unprofessional manner, nor did I slam my fist on the desk. Rather, I expressed my frustration and disappointment in a calm and measured tone, and I believe it is unfair and unfounded for you to suggest otherwise.
  Finally, I must strongly disagree with your decision to offer no further assistance at this time. As a paying customer, I believe I am entitled to a fair resolution to this matter, which includes a refund of the $243.18 I paid for the brake fluid and coolant replacement that I did not authorize.
  I respectfully request that you reconsider your position and work with me to resolve this issue in a mutually satisfactory manner. Thank you for your attention to this matter.
  Sincerely,
  *******************

  Business response

  05/12/2023

  ************, BBB, 

  BMW of El Cajon will not be offering anything. we have already provided discount, thank you and have a great day.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/04/2020, I brought my car to *** El Cajon ****************** to have the fuel pump replaced under warranty (RO# ******). The repair was denied under the stipulation that I purchase an $800 battery repair. I declined the repair and I was subsequently charged a $170 diagnostic fee after my service consultant, *******, confirmed that the fuel pump and EKPS were inspected and that they were not found to be damaged via message. I replaced the battery and brought the car back on 04/27/2020 (RO# ******). Upon inspection, it was found that the fuel pump and EKPS were in fact damaged and replaced under warranty. I requested that my initial diagnostic fee of $170 be returned (RO# ******) on the basis that the warranty work should have been done initially and the inspection fee should have been waived. *** El Cajon has denied reimbursement.

  Business response

  10/26/2022

  I believe we have proven without a benefit of a doubt everything that has transpired, we will not be providing a refund. 

  Customer response

  10/28/2022

  I do not accept the response made by the business to resolve this complaint. I will continue with the dispute process indefinitely

  Business response

  10/28/2022

  The guest is free to continue for as long as they feel the need to. This is resolved on our end. 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, To whom it may concern, I am writing to see if I can get some help with a issue Im having with BMW of El Cajon. Since December last year, more that 6 visits & over $4500 dollars spent they have not been able to decipher a oil leak in my vehicle. They tell me its fixed every time I take it to *********** supposedly work on it to fix it but as soon as I start driving it again it does the same problem. I have tried & tried to come to reason with them & have them do the right thing by admitting that they messed up my vehicle, they havent fixed it correctly or done the services theyve charged me for because if they had I wouldnt be writing to you. Ive now had to take my vehicle to another ***************** need to charge me $800 to diagnose & clean off the oil from the motor that *** El Cajon charged me $500 dollars to do 2 weeks ago & said that they found no leak but theres oil all over the motor a week & a half after they said it was pressure washed clean to come to the conclusion that there is no leak. Please Im so frustrated, I cant keep shelling out money for their mistake , the ** at *** El Cajon basically told me that my vehicle is old 2016 with 115K on the *********** always going to have a leak & that they no longer want my business.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a leased vehicle on Sept 2018 which included a 3 year, ****** mile maintenance warranty. I went in today to return my leased vehicle and they said my maintenance warranty was expired. When I purchased the vehicle not once did they ever mention this to me. They said it expired in May 2021 because the vehicle was a loaner but the vehicle wasn't sold to me as a used vehilce. They are trying to charge me $718 for maintenance that I don't even need, I only need an oil change. Also trying to charge me for a small dent and small scratch which is under 1 in and should not be charged. They also tried to charge me for 2 new tires. They are very shady and no one should trust them.

  Business response

  09/25/2021

  Although I was not the General Manager at the time, I reviewed the paperwork.  Yes, you purchased a retired service loaner that was put into service that *** as a courtesy vehicle for our Service Customers.  The miles and use of the vehicle was demonstrated by the price you paid versus a brand new vehicle with zero mileage.  *** allows us to lease retired courtesy vehicle similar to a new vehicle, however, they are considered "used" because of the original in service date and the mileage at the time of purchase.  As far as the charges from *** Financial Services, those are stated in the terms of a lease agreement similar to any ************************** that leases vehicles.  The leasee is responsible for damages and care of the vehicle during the lease term.  

  If you have any further questions, I would be happy to speak with you?

• Initial Complaint

  07/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/16 after my car was at the *** shop for over 2 weeks I was notified that the work was complete on my car and went to pick it up. I was prepared to pay the $500 deductible on my extended warranty to find that they had done so called repairs to my hatchback that I did not realize I signed for. In several text messages to my service advisor I told him not to repair the hatchback for it was not covered on my warranty. He said they replaced the module in the hatchback and I signed for it and owe them another $900.00 I told him that I was so upset and that I told him NOT to fix it. I reluctantly paid for the repair. When I went out to my car the hatchback did not work at all. I went back in to tell him that it did not work. He told me, "Of course it doesn't work" you told us to stop all work, which I do not remember. I know I told him not to do any work on the hatchback for I was filing a complaint with the ****** of **** Repair for the last company who fixed it. I am very mad!

  Business response

  10/21/2022

  Complaint:  CUSTOMER STATES THAT THE REAR HATCH WILL NOT GO UP ON ITS OWN AND
  
  ONCE PUSHED INTO THE UP POSITION IT WILL NOT GO DOWN WHEN
  
  PRESSING THE SWITCH. CUSTOMER APPROVED DIAGNOSIS $189.88
  
   
  
  Cause:  FAULT CODE ***** FAULTY *** (AUTOMATIC TRUNK LID ACTUATION MODULE) DUE TO
  
  WATER CORROSION **** PERFORMED VEHICLE TEST: ****** REAR-LID MOTOR,
  
  RIGHT OPEN CIRCUIT. PERFORMED TEST PLAN, CHECKED *** AND FOUND WATER
  
  INGRESS WHICH DAMAGED CONTROL UNIT.
  
   
  
  Correction:  Customer declined repairs.  We provided the customer with an estimate of $910.47 before tax for the following repair:
  
  TRUNK LID MODULE IS DAMAGED FROM WATER INTRUSION IN TRUNK.  TEST PLAN SHOWING FAULTS WITH MODULE.  NEED TO START HERE AND RETEST AFTER MODULE REPLACEMENT.   REPLACE TRUNK LID MODULE AND PROGRAM.
  
   
  
   
  
  6/29/21  Ro#******, ****** miles:
  
   
  
  Complaint:  CUSTOMER STATES THAT THE REAR HATCH WILL NOT GO UP ON ITS OWN AND
  
  ONCE PUSHED INTO THE UP POSITION IT WILL NOT GO DOWN WHEN
  
  PRESSING THE SWITCH. AT LAST SERVICE VISIT TECH FOUND WATER
  
  DAMAGE TO THE *** CONTROL UNIT. CUSTOMER REQUEST THAT WE
  
  REPLACE THIS PART PER LAST TECHNICIAN RECOMMENDATION.  WE PROVIDED THE CUSTOMER THE ESTIMATE OF $910.47 BEFORE TAX.  CUSTOMER APPROVED AND SIGNED FOR THIS AMOUNT.
  
   
  
  Correction:  after install of water damaged trunk lid module (*** module) tech found:  AFTER INSTALLING AND REPROGRAMMING, THERE IS NOW A FAULT FOR RIGHT TRUNK SPINDLE. PERFORMED ADDITIONAL DIAGNOSIS AND FOUND THAT THE RIGHT SIDE TRUNK SPINDLE AND PINS HAVE WATER DAMAGE.
  
   
  
  Without a proper working *** control unit (which is the unit that controls the trunk spindles and would store faults)  we would not have been able to see that there would be an additional fault or issue for the right trunk spindle and water damaged pins.  At no charge to the customer we performed additional diagnosis for new fault found and provided customer an additional estimate to replace these other damaged parts $1957.58 before tax:  ADDITIONAL DIAG PERFORMED, REPLACE BOTH TRUNK SPINDLES AND CLEAN AND REPLACE DAMAGE PINS FOR RIGHT TRUNK SPINDLE. RECOMMEND LEFT SPINDLE DURING REPLACEMENT. 
  
   
  
  As explained to the customer his extended warranty will not cover the water damaged control units and they feel this is from an outside influence and not a simple defective part situation.  The customer states that he had work done at a body shop and felt that the trunk issue was related to his last insurance claim.  We assisted the customer by contacting the body shop Autowerks ************  (which according to the customers text message he was filing a BBB report about them also) and also the customers insurance company to see if they will assist the customer with this issue under his prior insurance claim. 
  
   
  
  Here is a text message I gave to the customer:  [07/15/2021 4:44 PM]
  
  from: ***********************
  
  to: Customer **************
  
  Mark,  I have all of the work that the extended warranty approved done.  Your insurance company informed me today that they are waiting on their adjuster so I am hoping we will have more info from them tomorrow.  That is all I am awaiting.  I did provide you some other estimates for some maintenance concerns.   Engine belts worn $236.00 before tax,   All four tires getting low on tread $1268.00 before tax and we recommended an alignment $219.95 after new tires are installed.  So pretty basic things.  I will update you tomorrow hopefully with better news from your insurance company.
  
   
  
  Here is his text message response:  [07/15/2021 4:50 PM]
  
  from: Customer
  
  to: Advisor
  
  Thank You.  FYI: I informed my insurance company NOT to have the liftgate work done. 
  
   
  
  After all repairs were done on the vehicle including the approved *** control unit repair that the vehicle originally came in for as well as additional (non-hatch related) repairs that the customer and his extended warranty approved we notified the customer that the vehicle was ready for pick up.  Upon pick up the customer noted that his rear trunk was still not working.  I let him know that it was not working as he declined the further work that we provided him estimates for and he asked us to stop any further work to the rear hatch. 
  
   
  
  The last thing that the guest did was cancel his credit card payment which required hours to fight back and forth with the credit card company.
  
   
  
  We will not be offering the guest any type of refund.
  

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