ComplaintsforBrian Jessel BMW Pre-owned

• Initial Complaint

  30/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Brian Jessel BMW Pre-owned located in *********, regarding an unresolved issue with a tire warranty claim denial, which has caused significant inconvenience and financial burden.My name is ***********, owner of a 2023 *** ***** GC, purchased brand new from Brian Jessel BMW at the end of 2022. At the time of purchase, I also acquired an additional vehicle warranty that included coverage for tires and rims. On April 13, 2024, I found a nail in the left rear tire of my vehicle, based on my experience, it was in a position that rendered the tire irreparable. I immediately contacted ***************************** from the Brian Jessel Pre-owned department, providing him with the tire model and photos of the damage. He confirmed with the warranty company and ordered a replacement tire for me. I was under the impression that all costs would be covered by the warranty company or Brian Jessel.However, the situation did not proceed smoothly. After waiting over two hours at the dealership on April 17, I was informed that the warranty company had refused the claim, and I had to leave my car at the dealership. This was particularly inconvenient as I was in the middle of moving and urgently needed my vehicle. The second day, after not receiving any updates, I followed up with **** and was told that there was no progress in discussions with the warranty company. If I wanted to pick up my vehicle, I would have to pay $881.53 out of pocket. Given my urgent need for the vehicle, I reluctantly paid this fee so I could get my car back. **** promised to assist with the warranty claim and to pursue reimbursement, but I have not received any further communication from him since.I feel that I was coerced into making this payment, as I would not have elected for the repair services from Brian Jessel had I known about these complications. **** ********* ***** **** ** * ****** ************ I request a full reimbursement of the $881.53 from Brian Jessel.

  

  Business response

  30/04/2024

  Good afternoon,

  After receiving an email from the client a review of our process was taken and the findings necessitate a full refund for the tire purchased by the client. We'll be making sure he has a copy of the limitations of the warranty purchased as it is not absolute and an adjustment to our process has been made to ensure this is a one time event. 

  Best regards, 

  *********************;

  Customer Relations Manager

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

• Initial Complaint

  21/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 20th, 2023 we bought an ***** *** 2014 vehicle from sales person, Moe T******. He had provided us with the invoices and work orders done on this vehicle from Brian Jessel's BMW PREOWNED. May 29th, I had the vehicle checked out by Surrey ***** with an oil change and brake flush. At that time, I was informed it needed a timing belt replacement. That ***** maintenance schedule requires a replacement at 100,000km. This vehicle had 104,000km at the time of purchase on the purchase agreement. I spoke with the sales manager Daniel C**** who said he wasn't going to pay for the repair cost because it was not an safety issue like brakes or tires. I disagreed saying if you are on the number one hwy and it goes, the engine is gone and you will likely crash or cause a crash. He restated not an safety issue and was not going to pay for the repair. I repaired it at Surrey ***** for $1487.84. I sent the sales director of Brian Jessel's BMW PREOWNED, Calvin L**, two emails with all the documents, July 4th and 20th. He never responded back. On August 22, I went through the *** stage one (email to the company to resolve the issue, but again no response was received). As of today, no attempt form Brian Jessel's BMW PREOWNED to rectify this issue nor to contact me about a resolution. Sent from my ******

  Customer response

  21/09/2023

  Refund of $1487.84 off the price of the vehicle purchase. For services that should have been made prior to the purchase or disclosed at the time of the purchase. 

  Thank you,

  ****** ****** 

  

  Business response

  23/09/2023

  Although we are very clear regarding the inspection reports of our vehicles we do acknowledge that timing belt would need to be done at some point in the near future. This vehicle was sold and priced with that in mind and the time to go over these things is at the point of purchase not afterwards. Our sales consultant and manager were clear about the condition of the vehicle at the time of sale. The choice was made by the client to move ahead with the purchase.

  With that in mind we would still be happy to offer 50% of the cost of the timing belt change. 

  Best regards,

  Paul Killeen 

  
  

  Customer response

  25/09/2023

  
  Better Business Bureau:
  I fully disagree with the disclosure of the timing belt. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of $744.00 is satisfactory to me.
  
  Sincerely,
  
  ****** ******

  Customer response

  04/10/2023

  Good morning ******,
  
  Please reopen file#******** as Brian Jessel's *** PREOWNED has not reached out to me to fulfill their offer to pay 50% of the repair bill, for the timing belt ($1487.84).
   
  Sincere thanks,
  ******************************;

  Customer response

  20/10/2023

  Good morning ******,
  
  I hope you had a great long weekend.
  
  I have received a cheque from Brian Jessel's *** PREOWNED. 
  
  I would like to thank you for your help in resolving this issue. I am extremely grateful. 
  
  
  Sincerely,
  ******************************;

• Initial Complaint

  23/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We bought a $80000 ** on August 5 2023, and my nephew flew from calgary to pick it up. His name is Ajaypal. This is the second car we bought from them, on the previous car, my friend who referred me did get $200 gift as a gift. We asked for the same this time, and were promised "BJ dollars" as Filipe said, and was asked to send the vin number to prove that we bought a car from them in the past. After sending all the information, there was no response for almost a week. I asked again and the sales person Filipe L*** said that they will not be giving it as it wasnt referred to him, and then went on responding un professionally saying "*** * **** ***** ** *** ********** ***** ** **** **** *********** ** *** *** *** *********" This is written in a text message he sent and can be sent as proof if needed. I sent my nephew to talk to Mr Parveez K*** and they said he is busy and Filip L*** will help you. He heard it all and promised the same service level as we got before.

  

  Business response

  23/09/2023

  Although there was a complete assumption that the ***** ***** would receive a referral we will be sending the $200.00 Brian Jessel Gift Certificate out. In the future however the referral will have to be established prior to the sale. In this case at no time was the recipient's name brought up in during the sale and only after delivery was our Pre Owned department notified that a referral was being requested. 

  Paul K******

  Customer Relations Manager

  Brian Jessel BMW

  Customer response

  26/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  25/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car on 8th July 2023 at ***************************************************************. While waiting for bank approval in the *** dealership, a financial manager named Lucas advised me to buy the Mechanical Breakdown Protection, claiming it would help with the bank's approval. However, I declined his offer as I didn't see the need for it. Despite my refusal, Lucas insisted that I had to purchase it because he said that I should buy it for approval, and I felt he was trying to deceive me to make a profit.Upon carefully reviewing the contract at home, I discovered that the Mechanical Breakdown Protection was not a determining factor in the credit approval process. Realizing this, I decided to cancel it within the 30-day cancellation period mentioned in the contract. Unfortunately, my attempts to cancel were met with resistance. I called them multiple times (4-5 calls), and also left messages on their website, but they were unwilling to cooperate and said cancellation was not possible.On 16th July, one week later, I visited the *** dealership again to address the issue. Lucas maintained that cancellation was not an option. In my frustration, I requested to speak with a manager who could communicate with me in Chinese, and that's when I talked to Nelson. After a conversation that lasted about 20-25  minutes, I reiterated my desire to cancel the protection plan. Nelson said he would try to assist me in the cancellation process and promised to contact the seller, Mark, to provide me with an update.I waited patiently from Monday to Saturday (17th July - 22nd July), expecting to hear back from Mark, as he said he would get back to me on Saturday. However, he didn't reach out, so I had to initiate contact myself. Unfortunately, Mark didn't respond, and when I inquired about the status on 23rd July, he informed me that ***** was off and said he would get back to me the next day. But on 24th July, when I inquired again, Mark said that Lucas was off once more. I find it perplexing that despite my initial request to cancel on 8th July, I have yet to receive any updates. It seems like they are intentionally ignoring my request and causing unnecessary delays, possibly hoping to exceed the 30-day cancellation period so that I can't cancel it anymore.I felt totally upset and disappointed about the service after selling a car. I don't understand why they won't cancel it for me even though I have the right to cancel it within the 30 days. Therefore, I wanted to cancel it and get the refund.

  

  Business response

  17/08/2023

  We agree with the client request and a refund of the warranty has already been done. 

  Thank you,

   

  Paul K******/ Customer Relations Manager of Brian Jessel BMW

• Initial Complaint

  29/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a used 2018 **** ****** from this dealership, the sales associates were great and met my needs at the time. I gave a lot of trust as this was my first car purchase and my S.O had bought a used car from this dealership before as well without incident. We test drove the car and upon returning I took pictures of the vehicle's conditions that were concerning, most were cosmetic and I was told these things can and will be fixed but I can also take the car home that day and they will contact me when the necessary parts came in to get it all done. On top of all of that, we only had one capable driver and now two vehicles, our original plan was to leave the first vehicle at a skytrain station and drive the BMW home and pickup the other car later. Was told not to do that and to leave the first car in their service lot to pickup later and take an **** in which they would reimburse me the cost for. I live in Surrey, so it cost around $41 to **** back to get the other car. I contacted my sales associate via ******** and got no response. I have called several times in the last almost 6 months now to check in on the status of the parts needed for repair etc and got told the same thing until I started getting dodged. I've left messages and get no reply, I've called a sales manager who told me that they were really sorry about all this and that my sales associate would get back to me, its been over 24 hours since that call. This is really frustrating especially for my first purchase and this does not represent my expectations of the BMW brand. I didn't buy a ****. But I feel like I was shown and sold a car that was there for 4 days, was probably up for the cosmetic fixes (central lock button is cracked, paint is scuffed in some places, 3 minor dents, red paint(?) scuff on an interior door handle) but because it was sold they sent it home with me anyway. The car itself is fine, my customer service has not been as soon as I drove the car home.

  

  Business response

  09/08/2022

  I'll be in touch with the client today to discuss the issue and work on an action plan. 

   

  Paul 

  Customer response

  12/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They have contacted me in a timely manner and we have set an appointment to address the issues I was promised to get fixed.  I only wished they had kept up communication before, I too run a business and I try my absolute best to address any concerns my clients have.  Hopefully this doesn't hurt our relationship as I do enjoy the brand and their cars.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  15/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used 2018 BMW 440i at biran jessel in March 2022. Within three months, my car has several severe problems including the drivetrain malfunction, a broken air condition system, and abnormal sound with my rear break. I talked to the one who sold me this car, but he left the job, and he didn't respond to my message. Now, i came directly to the store and the manager told me I've passed the guarantee and they won't cover any of my costs. It's not reasonable that I bought a car within a few months with so many problems, and I have to pay all the costs by myself. It's my first year in Vancouver, but I guess I must be protected from buying a used car here.

  

  Business response

  26/07/2022

  Although during the purchase process we offer multiple extended warranty options for vehicle's out of original warranty this client chose not to purchase any coverage. There is a 3 month breakdown warranty but the car did not break down so anything he is experiencing is customer pay. that being said I'll be reaching out to the client to have him brought in for a diagnosis free of charge to verify his concerns. He chose not to come in when it was brought to his attention that he would be paying for the time in the shop so we have not seen this vehicle since it passed its initial safety and quality inspection. 

  I will be updating BBB with how we can support the guest after we have looked at the car.

  Best regards,

   

  Paul K******

  Customer Relations Manager

  Brian Jessel BMW

• Initial Complaint

  01/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my car from Brain Jessel BMW several years ago. It is **** **** ******. I brought my car to Brain Jessel BMW Pre-Own service last week because it showed the engine had a problem.Their technician told me that my car is not eligible for the warranty covering and charged me $705.43. I checked BMW ** *** ** Warranties (March 2016 Technical Service). It is said that the coolant thermostat is under 10 year extension warranty. Then I sent email to their manager, Nicole. Nicole replied me that my car is not under that extension warranty. He said it is only the US policy. I am wonder that all **** **** ****** were made in Germany at the same time. BMW's extended warranty is for cars made during that period, not specifically for those cars in the US. I replied email to Nicole and attached the document of warranty extension to him. He did not reply me.

  

  Business response

  13/10/2021

  ******,

   

  Mr. **** is refereeing to a warranty bulletin that is both VIN and country specific. In this case the warranty extension only applies to US vehicles with specific VIN numbers meaning that not all cars receive the warranty and certainly none from Canada. I have verified this with BMW Canada. The warranty for a BMW is 4 years or 80k whichever comes first. We are well beyond that timeframe for any consideration of coverage.  Only two part warranty extensions apply to Mr. ****'s car and they are as follows

   

  1. In tank Fuel Pump-10years from in service date.

  2.*** Pressure Switch-leak Diag module- Limited Warranty Extension.

   

  Mr. **** will be responsible for the repair on the vehicle he owns for the Coolant Thermostat. I'd be happy to reach out to him to go over the details of the repair.

   

  Best Regards,

  Paul K******

  Customer Relations Manager

   

  Customer response

  17/10/2021

  
  Complaint: ********
  
  I am rejecting this response because:  I Don't think an international company as BMW would have a regional discriminatory policy. 
  

  could you ask Brian Jessel BMW Pre-owned to provide the reply from BMW Canada, which says that warranty extension only applies to US vehicles?

  
  Sincerely,
  
  ***** ****

  

  Business response

  18/10/2021

  At this point Mr. **** will need to take up his complaint with BMW Canada who are the ones that govern which warranty extensions apply to Mr. ****'s car. As a dealer we can only go by the regulations put forward by the governing body, in this case BMW Canada. Until I hear that they have made an exception for Mr. **** this job will remains a customer pay situation.

  Best regards,

   

  Paul K******

  Customer Relations Manager

  Brian Jessel BMW

  Customer response

  20/10/2021

  
  Complaint: ********
  
  I am rejecting this response because: I would like to Brian Jessel BMW Pre-own to provide me the written reply ( email copy) from BMW Canada rejecting my extended warranty, and explain that the reason is my car was exported to Canada instead of US. Then I will file a complain to BMW Canada. Although my car was built in ****, its mileage is only 61663 Km, less than 80k. The reason BMW offered extend warranty of the engine thermostat because they found a defect in the part. 
  
  Sincerely,
  
  ***** ****

  

  Business response

  02/11/2021

  Once again to be clear the Warranty extension for the applicable part was only offered to VIN specific vehicles in the US not Canada. I’ve spoken to BMW Goodwill and our Aftersales Regional Manger personally to address this matter and under no circumstances would an exception be made for a U.S. warranty extension here in Canada. Any further discussion of warranty extensions needs to be directed to BMW Canada Customer Service *********************** 

   

  Even if a car is imported from the states you’d have to have a US dealer check to see if the car fell under the warranty extension via vin number and then if it did, perform the work at a US dealer. In this case it’s a Canadian car with no warranty extensions whatsoever attached to the vin.

   

  Please remember that Mr. ****’s car is out of warranty by more than 3 years at this point and all work going forward is on a Customer pay basis. I do hope this clears things up.

   

  Best regards,

   

  Customer response

  03/11/2021

  
  Better Business Bureau:
  
  If BMW Canada agreed that warranty extension only applied for the cars imported to US, I accept the response. I will contact BMW Canada to verify. I might complaint BMW Canada for their ridiculous policy.  Again, my car was built in ****,  but its mileage is only 61663 Km, less than 80k.  
  
  Sincerely,
  
  ***** ****

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