ComplaintsforOtto's BMW

• Initial Complaint

  23/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was towed in after a Trans Malfunction error. After many delays in service, 13 days later, we were told the car was ready for pickup. Otto's had informed me that the battery needed replacing and a ground strap due to low voltage codes appearing. They replaced these and I picked up the car. The car didn't quite make it all the way home when the same Trans Malfunction error occurred. Spoke with service manager who insisted that the car needed a new transmission at a cost of $12000. I asked for the codes they pulled and the work they did. The same codes were appearing and when googling the two recent codes, a TSB showed up with suggested fix. Service manager insisted this would not fix the problem. I had the vehicle towed elsewhere, they performed the suggested fix and there have been no further issues. When examining the codes Otto's pulled, the low voltage codes were from 30K earlier and the battery had been changed at that time. Bill was over $1000 and Otto's is refusing to discuss any refund for unnecessary work.

  Business response

  06/12/2022

  Sent: Monday, December 5, 2022 4:21 PM
  To: 
  Subject: FW: Otto's BMW

   

  Our service manager informed ***** on a couple of different occasions that we are willing to perform the service bulletin and also quoted her the cost .

  *** ******* said she will respond back to us which she didn’t.

  We have waived our one hour diagnosis fees on her in last visit.  

  Please note her vehicle has had no prior history with us, this visit was her only one, owns a 2008 BMW, 140,000 KM .

  We will not refund this repair.

   

  Thanks

  ****

• Initial Complaint

  16/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car was in service for a battery wire change. The air conditioner was working before the car was give for the service. After the service when we turned on the AC for the 1st time as the weather got hot AC is not turning on. 1) Was anything done by dealer to damage the AC? They need to cehck the car and confirm that not original parts have been replaced and the work on battery cable was done correctly. Otto BMW rejects to review the work they did (**** ******** - service manager). I demand you chake the car and see if your workers did something wrong on purpose or by mistake. 2) The battery cable was rusty and a few years ago they told us about that. The dealer has to explain how can the cable rust. Why other dealers say that can not happen. Was it replayed on the car ever? 3) Otto BMW wanted to charge us 4000 dollar for the seat front replacement as the belt did not work. This is in their files. I checked the seat and found pin size of a paper jam. Removed it with a toot stick. 10 sec job.

  Business response

  29/06/2022

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

  Please review the following information…

  *** ********s advisor was ***** who has been away on sick leave and should be returning shortly.

  Customer has been coming to us for many years. 

  I’ll add that the temperature on the day the vehicle was brought in had a high of 6.3c  and low of -2c

  Practically A/C was not functioning at the time of the year and it is normal to blow hot air as Air-condition is actively working , however Air cooling can’t be activated when outside temp is below “0”.

  Notable information from the Repair Order:

  1. the starter turns but the engine catch up sluggishly auth 136, FEELS LIKE THERE MIGHT BE A GAS DELIVERY ISSUE BECAUSE HE SMELLS GAS SOMETIMES
     1. ATTEMPTED TO START. VEHICLE JUST CRANKS OVER BUT DOES NOT START. PUSHED INTO SHOP. SCANNED VEHICLE. FAULT STORED 2A30 - DME: VALETRONIC, ECCENTRIC SHAFT SENSOR: POWER SUPPLY.  PUT ON HOIST CHECKED AND FOUND VALVETRONIC POWER SUPPLY CABLE GOING OUT FOR THE REAR BATTERY BOX UNDERNEATH THE VEHICLE WAS SO BADLY CORRODED IT OVERHEATED.  REQUIRES RETROFIT OF NEW CABLE ATTACHMENT AS WELL AS AN OIL CHANGE AND SPARK PLUG FROM FLOODING THE ENGINE OF FUEL
  2. 55 POINT PERPETUAL ROADSIDE PACKAGE WITH 1 YEAR COMPLIMENTARY ROADSIDE ASSISTANCE RESET THE OIL CHANGE SERVICE LIGHT, THE CUSTOMER DONE IT RECENTLY
     1. PERFORMED 55 POINT INSPECTION. CHECKED SUSPENSION. FOUND BOTH REAR UPPER TRAILING ARM BUSHINGS ARE CORRODED ALLOWING MOVEMENT IN THE BUSHING. RECOMMEND REPLACING.
     2. CHECKED FOR OIL LEAK. FOUND MAJOR LEAK FROM VALVE COVER DRIPPING ONTO THE EXHAUST AND DRIPPING ON THE FLOOR. STRONGLY RECOMMEND REPLACING AS THIS IS DANGEROUS. RECOMMEND NOT DRIVING VEHICLE UNTIL THIS REPAIR IS DONE.
     3. TIRES: FRONT-2-3MM. REARS-6MM. RECOMMEND REPLACING BOTH FRONT TIRES.
     4. BRAKES: FRONT-9MM. REAR-7MM.
     5. LOAD TESTED BATTERY. PASSES LOAD TEST.
     6. FOUND LEFT FRONT SIGNAL LIGHT IS MISSING AND THE SOCKET IS MISSING. RECOMMEND INSPECTING TO SEE IF THE HEADLIGHT HOUSING TERMINAL IS OVERHEATED AS WELL AS THE SOCKET.
     7. ROAD TESTED VEHICLE. BRAKE PULSATION.
  3. RETROFIT NEW CABLE OF VALVETRONIC  FROM OUTSIDE BATTERY BOX
     1. CABLE ATTACHMENT POINT IS CORRODED PERFORMED RETROFIT OF NEW VALVETRONIC MOTOR POWER SUPPLY CABLE. SCANNED VEHICLE. CLEARED ALL FAULTS. STARTED UP VEHICLE. ROAD TESTED. OK.

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