ComplaintsforBMW Fresno

• Initial Complaint

  02/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against this despicable dealership that has a deplorable customer relationship and willfully refuses the refund customers their money. I purchased a vehicle, a 2022 *** M550i in Jan of 2022, but never really enjoyed that vehicle after spending so much money because of all the faults it had. I ended up getting rid (selling) of the vehicle in Nov of 2023. I had purchased an extended warranty for maintenance and Tire/wheel protection at the time of purchase and since the car was sold and I that i had it for less than 2 years, I requested for my refund of the additional warranties. Till today I am yet receive any form of payment from that dealership and it has been 3 months. I have called the warranty companies and they continue to reiterate that my account has been closed and I should follow up with the dealership to get my money but the dealership keeps denying this fact and gives me the run around to follow up with the warranty companies despite the fact that the money was paid to this dealership. This is obviously a disturbing pattern of this deplorable dealership as they apparently are owing several customers refund money for months. I do believe that this company is being manipulative, scrupulous and willfully refusing to pay the money owed to me. I am reporting their extremely substandard business etiquette to the BBB and requesting the assistance of BBB in this matter so that I can be issued my refund in full. I would also like BBB to thoroughly investigate into that business for possible scrupulous activities and persistent pattern of customer frustration experience . Thank you.

  

  Business response

  02/05/2024

  We would like to offer a response to the incident that transpired pertaining to the mentioned 2022 *** M550i and the refunds relating to the extended warranty and the tire/wheel protection.
  The fact of the matter is that we did initiate the cancellation process for all products and were able to get one refunded quicker than the other. However, the client did express their desire to hold off on collecting the check for the first product until the other product's refund had arrived. Unfortunately, this situation is something that our dealership has no control over as the ability to expedite the refund processes lies solely in the hands of the warranty companies.
  Regarding the comments about the car, it appears that the vehicle did serve its purpose to some extent. The records indicate that the car had accrued nearly ***** miles before it was sold.
  As for the client's allegations against our dealership, we must remind him that we, as a business, operate on strict principles of integrity and customer service. Making up stories or indulging in scrupulous activities is neither our motive nor our practice. If there are any discrepancies or misunderstandings, we are always open to discussing them in a concrete and fact-based manner.
  

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want to chat please reach out and file a complaint against an employee who provided me false information. I leased my vehicle with a package that includes oil changes in all complementary vehicle work during that duration. When I first contacted this location, I had an issue with the check engine light. Dislocations representative, I believe by the name of Britney, or someone who would be a Britney. Pulled up my car details and informed me I was not “covered” by the Fresno BMW for any type of service. This included the oil changes I paid for during my lease. Completely stuck, I went down to LA to the dealership I had original inquired from and they pulled up my contract details and showed me I’m covered at ALL BMW locations! I need for the general manager to contact me immediately regarding this, I’ve been traveling up and down from Los Angeles just to get my vehicle serviced because the front representative refused service. She was attempting to charge me for my oil change and diagnostic fee for my vehicle. I will be contacting the consumer financial protection bureau along with the FTC and attorney general for these illegal practices.

  

  Business response

  07/24/2023

  We don't have an employee by the name of Britney or anything close to it. You have done all your services here at our dealership, and never paid for anything! First service was done at 7797 miles back in September of 2021. You had few more services done after that, and the last one was back in November of 2022! Your service package expires at 36000 miles or 05/20/2024 whichever comes first. In your case, since you passed the 36000 miles you don't have free maintenance anymore.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/8/22 I took my car in for diagnosis which ended up costing $585 which they quoted me a price of 3220 to get my eccentric shaft sensor, valve cover, camshaft pickup Wheels repaired plus if I wanted my PCV valve replaced it would be an additional 390. I went ahead and agreed to the repair however when I received my car I thought everything was going to be fine then my engine light came on after 10 to 15 miles of driving I went to them and they said I needed to drive it about 30 miles I let them know that the engine light was on and I wanted it to be looked at which they said they would give me one hour of complimentary diagnosis to figure out the problem. While waiting for them to figure out what was wrong with my car I went over my receipts and found that they did not replace my camshaft pickup Wheels but that they did replace a crankshaft sensor neither one of those instances did they call me to let me know that they were going to do what they did or not do what they were supposed to do. They then told me that they bent my camshaft pickup Wheels back in place enough because the part that they had didn't fit my car. I have never dealt with a mechanic to not call the customer and let them know what repairs they are going to do or not do on their car and just do whatever they want. And I truly feel that pain $4,300 for repairs on my car when I asked them to diagnose it and fix it I shouldn't be having this many problems with them fixing it. When I took it back in for them to check it they supposedly did a couple recalls which one was for a PCV valve there was a vent hose for my crank case which I believe was part of one of the recalls that they fixed and I told them I would like my money back they of course insured me that it was not. However I have now look to over my receipts numerous times and now I found that the hose they replaced on my first receipt doesn't even fit my car. I would really like to get my car fixed and stop having problems with BMW of Fresno I

  

  Business response

  08/05/2022

  On 7/8/22 Customer ****** ******** had her 2007 BMW 328i towed to BMW Fresno Service Department seeking Diagnosis for her vehicle that would not start nor run. She conveyed to us upon consultation that the car had recently been acquired by her and she wanted to get it running and smog tested to complete transfer of ownership/registration. She also stated that she recently repaired or worked on the car unsuccessfully. She further stated that the following parts had been replaced prior to towing in, Crankshaft Position Sensor (aftermarket make), Intake Camshaft position Sensor (BMW OEM part) wiring to this sensor was damaged and poorly repaired (non-weatherproof butt connectors used), 6 spark plugs and 6 ignition coils (aftermarket make). Customer was very concerned about the proper operation of her electrical relays and thought that maybe the problem. She explained that the battery was currently disconnected. Upon initial inspection by advisor, Trunk was open and the exterior trunk release handle was pushed into the trunk cavity. The emergency trunk release cable was not secured and was over stretched. The vehicle battery was connected and engine was found to crank over but not start and run. Customer was quoted $195 for initial diagnosis, agreed to, and repair order was written 7/8/22 11:10am. The vehicle also had two outstanding recalls, One to inspect and or replace the Climate Control Blower motor wiring and resistor, and one to add an additional electrical circuit to the Positive Crank Case heater Valve Circuit, (parts were not available at the time of write up, but would become available later). Seeing as the car did not run and half parts availability, we did not elect to add these recalls at the present visit and to focus on the customer's concern.

  During the early afternoon of 7/12/22, The vehicle was pushed into the shop and diagnosis had begun by one of our Factory Trained Master Technicians. Diagnosis and inspection had revealed several faults (camshaft sensors, crankshaft sensor, mass airflow, and intake pressure sensor) and heavy engine bay disrepair. Both Intake and Exhaust Camshaft Sensors, Crankshaft sensor, Mass Airflow, and Intake pressure amongst various others. Repair to the intake camshaft sensor wiring was noted. Both Exhaust and Intake Camshaft sensors were inspected. One sensor was installed incorrectly and was reinstalled correctly. The Positive crankcase hose set to the rear of the valve cover was found broken in half and a piece of radiator hose was shoved over the top of the broken hose to attempt connect to the valve cover (not a sealed connection). This hose is part of the PCV system but is not involved in the Open PCV Recall to modify the electrical wiring. The connection locks for the engine computer were broken and the top of the electric fan relay was broken although it appeared to likely work. The engine's valve cover was missing hardware to the mounting and the valvetronic motor. The Technician checked fuel pressure and was found to be within specification. After working through various testing procedures from the BMW Diagnostic tester the technician had exhausted his initial hour of diagnosis time and requested two additional hours for addition checking/testing engine electrical wiring with emphasis on the Camshaft Sensor circuits and operation. At 3:37pm the request of an additional $390 was made via text message and agreed at 4:44pm and customer reiterated checking relays specifically to the fuel pump. We agreed it would be checked.

  On the afternoon of 7/13 the Additional diagnosis continued. Camshaft Position Sensor wiring and circuits tested good as well as the fuel pump relay. Electrical testing finished early and the technician identified that the Camshaft Fault issue was mechanical and that the valve cover needed to be removed and camshafts needed to be inspected. Normally valve cover removal and installation charge is $975 in labor, The technician did not charge any additional labor and removed the valve cover with time remaining to inspect Camshafts. Resulting in finding the camshaft pick up wheels physically bent. This is high atypical and can only be done by an outside force or improper installation and was not a result of a part failure. This was the source of the engine not having proper synchronization for allowing engine starting. Additionally the Eccentric shaft sensor was found to be leaking oil into the electrical connector, but had not been found to contaminate the Engine computer yet. The recommendation of our technician was to replace the Eccentric shaft sensor, clean the connector, replace the valve cover and missing hardware (one missing bracket was only available with a new valve cover part), replace the camshaft pick up wheels (2) for $3220 and replace the broken PCV hose (Correct part number used as per BMW Parts Catalog) at the rear of the valve cover for $320 and retest. Quote was given via text at 1:17pm and Declined all further work at 1:43pm and requested reassembly and pictures. Pictures were sent and Technician notified to reassemble vehicle as best possible. The bill was $585 as agreed and customer would be notified when the car was ready to towing out. Upon reassembly the technician decided to attempt to straighten the camshaft pick up wheels while still installed on the engine. Upon reassembly the engine started and ran rough, but would now start and run. Customer was notified. On 7/18/22 the customer was consulted and approved all recommended repairs $4192.50 plus tax.

  Upon performing repairs and accessing the still bent camshaft pick up wheel, is was discovered that the parts ordered were an updated style wheel that would not fit the car's older camshaft gears. Older parts are not longer available. Replacement of Camshaft gears would require an additional $1500 and would be replacing a working component. The decision was made to remove the old camshaft pick up wheels and spend time straightening them to save the customer money. Camshaft Pick up wheels were not charged, nor additional labor to accurately straighten them. Valve cover, necessary hardware and the broken PCV hose were replaced, Technician found that the valve cover was missing a vacuum hose that connected to the intake suction tube and it was replaced and not charged as well. Upon replacing the vacuum hose, technician found the suction tube loose and re secured it. Engine was started and ran better but took longer than normal to start. Faults were rechecked and the crankshaft sensor was still stored, but camshaft sensor faults were eliminated. Technician inspected the crankshaft sensor and found the aftermarket crankshaft sensor faulty and cracked across the pins inside the sensor and leaking oil into the wiring harness. On duty advisor was consulted. The Decision was made to replace the crankshaft sensor with an oem part and apply it to the bill, but reduce the price of the overall bill to stay within the original quote. In this way the customer retains a warranty on the new BMW crankshaft sensor. Crankshaft sensor was replaced and connector was cleaned of oil as best possible. Engine now starts and runs well. Client was consulted of repairs over the phone and wished to pick up her vehicle and final dollar amount. Client picked up the vehicle 7/26/22 and paid her bill $4312.76.

  On 7/28/22 8:47am we were notified via text message by Ms. ******** that her check engine light had come on, her air conditioning interior fan was not working, and that her trunk would not shut. She insisted that the latter two issues were not present before bringing the car in last visit. She was reminded that her repairs had nothing to do with the trunk operation nor air conditioning function. We advised her to bring the car in and that BMW Fresno would take care of the first hour of diagnosis toward her check engine light in the effort of customer satisfaction. Her recall parts had also become available at that time. Repair order was written on 7/28/22 12:27pm (Thursday). We put the car in the dispatch line for diagnosis but could not start the diagnosis until late Friday/Monday morning. Client wished to pick vehicle up Friday afternoon and return Monday morning saving her place in the dispatch line. Customer returned Monday Morning. The car was diagnosed that afternoon as again having Mass Airflow Sensor, Oxygen Sensor (new faults) and Intake pressure sensor as faults. Inspection revealed engine oil in various sensor connectors again meaning that the engine electrical harness was compromised from the prior leaking sensors (crankshaft and eccentric shaft sensor). The oil filler cap was found to have a small hole drilled into it as well. Recommendation to start by replacing the Mass Airflow sensor was made and Ruben consulted customer. Customer said she would bring in her own Mass airflow sensor to try and that she wanted to add an oil change service. Recalls were performed and Air conditioning operation was restored as a result of the Blower motor wiring recall repairs. The trunk lock actuator, emergency release cable and exterior release handle were quoted for customers trunk issues as a starting point to restore operation (no charge for inspection). Customer declined trunk repairs. We replaced her Oil Filler cap as a courtesy and no charge. 8/2/22 the customer delivered her 2nd Mass airflow sensor and it was installed. After further testing. All faults returned. The recommendation was to replace the engine harness and Mass airflow, Intake pressure, Oxygen sensors and retest. Customer declined and wished to take her vehicle. Customer was given a discounted rate for the oil service. Her bill was $106.26 for the oil service (normally $220) and picked up her car late that afternoon.

  Client also was informed of the two major accidents that car had prior to her ownership which in one of them, airbags were deployed. She didn't know about those as carfax shows. BMW Fresno did everything possible to accommodate the client and help her. She mentioned that she works on her cars a lot and she knows what she is doing.
  

  Customer response

  08/06/2022

   I am rejecting this response because:
  
  Because their order of events is wrong, yes my car was towed in and yes I did do some work on the car myself however I'm not very familiar with BMWs so that's why I brought it in because I didn't want to mess it up they did the diagnosis and let me know what needed to be done I went ahead and let them do it they never called me to let me know of any change in the repair order from the beginning they just went ahead and did whatever they did I've never dealt with any mechanic not to call the customer and let them know that I appreciate the work they done however if they had did proper diagnostics and whatnot they shouldn't have told me that my wiring was good if it was contaminated when I brought it in the second time because my engine light came on and the only reason that I found out about them not changing the pickup Wheels the first time they work on it is because it wasn't on the receipt for the part number when I told them about it they had to figure out why it was not so they screwed up in the beginning because they never called me and told me. However I don't know how $2,400 in labor for $1,700 in parts is a bit ridiculous and they never mentioned anything about my recalls when I first brought the car in those were mentioned the second time I brought the car in

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