ComplaintsforBMW of Tuscaloosa

• Initial Complaint

  02/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  December 27th is when I sent my vehicle to the dealership. I was told there was no problem. I went to get my vehicle on Jan 3rd. There was definitely a problem. I left my vehicle at the dealership after discovering that it in fact had a leak. After being told, I need a water pump and Turbo Coolant hoses, I authorize the repair. I paid the amount of $2,778.86 and was told that my car is fixed and that I have no leaks. I get in my vehicle and refill coolant is on. The service advisor told me that it does that sometimes because of bubbles. He put water in the car and sent me on my way and assured me that my car is fixed. I get home and my car alerts me that I need a coolant refill. Now, I am worried because this is dangerous for my car. I contact *** and they let me bring it back. After leaving it with them for a day, It is determined that I can get a leak fixed for $3,100.00. Keep in mind, this is a vehicle that supposedly has no leaks, because I just paid 2700 to stop the leaks. How can I pay 2700 to stop the leaks, be assured there are no leaks, pick the car up and be alerted of the same issue , be told I am good to go and then now I need to pay 3100 to stop the same leaks the I complained about and paid 2700 for? On top of that. I literally can not drive my car more than 14 miles without needing to refill coolant. My car is in the absolute same condition that it was in when I had it towed to the dealership. My car is unusable and I am out of ******* for some work that I did not need. How is this even possible? I have the entire text conversation with the dealership and I need something done. I am not paying another $3,100 to receive the same guarantee that I received after paying 2700 dollars. This bothers me. Something isn't right and I feel that I have been screwed over. I can only drive my car 14 miles at a time. 14 miles. 14 miles 14 miles. This is unacceptable. I don't appreciate being treated this way.

  Business response

  02/28/2024

  To Whom it may concern,

   

  We have multiple technician videos showing everything. I will be more than happy to upload and send them to you. We explained how a cooling system works while under pressure to the customer. This is a six year old vehicle with almost 100k miles on it. We deal with coolant leaks everyday on these ****** When you fix a coolant leak and it gets back to full operating pressure it can at times create other leaks if the system has weak spots. It appears to be what has happen in this case. We put every vehicle with a coolant issue under a pressure test while sitting in the tech bay to test for leaks. We have the videos of those test being completed. We are not going to sell him or anybody else work we do not see failed. The technician that worked on his vehicle is a 20+ year Master certified BMW technician. I completely understand the concern of ****************** and do not mind offering assistance to get the repairs completed.

   

   

   

  Customer response

  02/28/2024

   
  Complaint: 21355658
  
  I am rejecting this response because:

  When I arrived to pick up the vehicle, it immediately said "refill coolant" meaning, that the problem still existed before I left the dealership. This issue didn't happen after I drove it home. I was assured on two occasions that it was fixed. On both occasions I received the same error. Wouldn't I at least be able to drive before getting the error? I got the error when picking up my vehicle. And I was told there were no leaks. If there we no leaks when I retrieved my vehicle, why did it need coolant before leaving the dealership? I am not accepting this response. I was charged for work that I was told "is the issue". So youre telling me that you fixed the issue, your pressure text confirmed the fix, yet when I turn the vehicle on, at your dealership, the vehicle confirms there is no fix? Then the advisor tells me, it's fixed, you can drive home? Which could have literally destroyed my vehicle. How is this possible? Also, if these things can happen, why was I not told to be looking out for these things? If it was "fixed" why am I stuck at home? Why is my vehicle leaking onto the driveway as soon as coolant is put in it? How was this not seen? How am I given a vehicle that is not fixed and driving with the confidence that you guys fixed it? This isn't right. 

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

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Service not completed. Paid over $5000 for this service.

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