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Complaint Details
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Initial Complaint
09/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have a *** X7 (VIN: *****************). This vehicle is purchased in July 2023. This vehicle has a recall item on the integrated braking system. Brian Jessel BMW sent me an email saying the part is ready in April. But when I tried to get it fixed, they said the part is not available. I don't know why and how the part to my recall item is gone. Until July 2024, I haven't received any information Brian Jessel BMW about fixing the recall item. Finally, I started to receive warnings from the vehicle about braking failure and engine failure. On July 4th 2024, I sent the *** X7 to Brian Jessel service department to investigate the braking failure and engine failure. On the next day July 5th 2024, I received a phone call from service advisor. She told me the braking failure is related to the recall item of the integrated braking system. They will keep the car until it's fixed, and it will take about 1 month.I complained that fixing it in a month is not acceptable unless they can provide me a substitute car with similar seat number which can fit for 6 people. We have planned a trip since March and everything is ready, now the car is broken. We may end up rent a car with additional cost which can be avoided. The service department and sales department tried to look for a single car which can fit 6 people, but out of my imagine they cannot find such car.I'm not going to complain but I just want to get things fixed:1. Brian Jessel BMW should commit when my car will be fixed. If it's 1-2 months, it's OK. But if it's half a year or 1 year, then my car will be grounded in Brian Jessel for such a long time? That won't be acceptable.2. Brian Jessel BMW tried to find me a substitute car. I appreciate that. But I don't accept the final solution by providing me *** X3. I'm looking for a substitute car with the same level and same number of seats especially they will ground my car for more than 1 month.
Business response
11/07/2024
*************** complaint stemmed from a lack of parts availability from ********** to repair their vehicle. We raised the case to the head of ********** aftersales and they were able to get parts special ordered and air shipped from *******. The vehicle is being completed and will be ready for the client's holiday on time.
***********************
Customer Relations Manager at **********************.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.