ComplaintsforNiello BMW-Elk Grove

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 10, **** I took ****** X3 40iM to ******* dealership in Elk Grove for an Oil Change. After inspection I was told that I need to have the spark plugs replaced and that my front brake rotors needed to be replaced. I was told that the brake rotors would have to be ordered so I would have to leave my car at the dealership, which I declined and said that I would bring my vehicle back on another date, which was the following Friday Jan. 12th. After waiting for the repair I was told that my vehicle was ready for pick up. After inspecting my vehicle, I found that the Rotors had not been replaced at all. I was very upset and argued with the service agent *****************************. Finally he went to speak with the mechanic and found the new rotors still in the box on the floor. I was being taken advantage of as an older female that doesn't know anything about automobiles. But much to their surprise, I know enough. I have now filed a complaint with the ****** of ********** Repair.

  Business response

  02/05/2024

  ******, thank you for sharing your concerns. At Niello BMW Elk Grove, we aim to provide all customers with a 5-star experience so I apologize your visit did not meet that standard. Unfortunately, there was a misunderstanding between our employees and your custom rotors were not installed. I am happy that we were able to rectify that situation while you were still at the dealership and successfully install the rotors you ordered. We do take reviews like your seriously and will be addressing our communication processes between Service Advisors and Technicians so situations like yours do not happen in the future. Again, I apologize and we hope to provide a better experience for you in the future. Thank you, ***************************, Service Manager.

  Customer response

  02/07/2024

  I am rejecting this response because: The only reason the new rotors were put on my vehicle, was because I caught them. No woman in her 70s should have to get down on the ground to check if actual work was completed on her vehicle. It was FRAUD no matter how you look at it. Because I gave Niello a chance to rectify the situation does not change the definition of FRAUD. They just fixed the problem because I caught them. I am sure this was intentional, it was no accident. 
  

  Business response

  02/13/2024

  ******, while I'm glad we corrected our mistake while you were still at the dealership, I apologize again for your negative experience. Human error is unfortunate but does happen even when we have processes in place to prevent it. I cannot apologize enough and hope to provide a better experience for you in the future. Thank you, ***************************, Service Manager.

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