ComplaintsforNew Century B M W, Inc.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 16 2022, I paid nearly $3000 dollars to fix a present issue with my **** The dealership gave my car back to me with the *** broken or not working and certain cables were damaged under the hood. *** advisor said they pressure washed the engine housing. I never gave anyone at *** the permission to pressure wash my engine bay/housing area.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle (************ still under warranty) burned on the freeway right after I picked up from the dealership. The dealership said I put an umbrella in back of storage in the truck caused the fire! I have been sent the vehicle back to fix twice because I smelled a burnt smell in the vehicle during current 3 months. The dealership found a leaking and fixed it at the first time. But I smelled the burnt smell again after two weeks later. They said there's no problem found when I picked up the vehicle at the second time . Then the vehicle burned on my way home. I can't accept what they explained to me and hope you can help me with it.

  Business response

  05/12/2023

  During customer's initial visit with the burniing smell concern the Technician found that the cylinder head cover gasket was leaking and was replaced dated back in August 2022.  Vehicle returned in October 2022 with similar burning smell concern through vents after driving ***** minutes and Technician reinspected the vehicle to find nothing.  As a precaution the technician cleaned the engine compartment again to make sure no leftover oil residue from the ************ visit and then released the vehicle back to the customer. *** Special Product Investigation team and Engineer was also involved in this case and based on the physical evidence, we have reasons to believe that the umbrella was placed in the battery tray area very recently and caused the thermal event because the umbrella was grounded with battery positive terminal, it would not take 6 weeks to ignite also, it would not require the vehicle to be driven to cause the thermal event. *** Engineer agreed with the diagnosis and this particular thermal event was due to outside influnece. Customer also contacted their insurance company and also determined that the cause of thermal event was the umbrella. 

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On **************** I received a letter from BMW North America for me to contact an authorized BMW service center to have my vehicle a ************************************* corrected for the **************************************************************************************** The letter stated that the work was complimentary and should be done soon. I made an appointment the next day at New Century BMW and took my car in on **************** The car was inspected by ********************************* and I was given a work order (Invoice ********) and told that my car would be ready by the afternoon. He later called and informed me that there was oil on my alternator and the technician would not perform the stated complimentary work until it was cleaned so I asked if there was a charge and was told he would find out. He called back and told me there was an oil leak which I was not aware of and I needed to have it fixed before they would work on the car. I park my car in the garage and check under the hood often never saw any sign of a major oil leak he told me they could give me a good price said he would let me know how much it would cost cause it needed to be done right away. Didn't hear from them until I received a text from the service dept on *************** stating that my car would be ready on the morning of ********** I texted back and asked them to email me a work order of what they were doing to my car and was told not until the work was done. On ****************, I got 2 texts first saying the car would be ready soon then that more time was needed. again I asked for a work order and a price and was told by ***** I would get one after the work was done *************** I got a text from ************ saying your car is ready and a link that says click here to pay and a non-working link under it saying click for invoice. No work order or price quote was given to me just a link to click and pay *****.

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/02/10) */ Contact Name and Title: ******************* Contact Phone:************* Contact Email:********************* Upon receiving the email notification from our business office on ***, I've immediately reached out to ******** to better understand his recent service experience and apologize for the miscommunication between ******** and the*****************************. I also thank ******** for providing us another opportunity to diagnosis his current issue with a no start concern on his vehicle. I assured********* that I will put in my best effort to make this visit a pleasant one. ******** has been informed that Parts are currently on order and I'll definitely keep close communication with ******** myself.

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