ComplaintsforUnion Park Automotive Group, Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had problems with our car and scheduled an appointment with BMW Union Park on 03/13/24. We had work done and was advised that the 4 tires (Multi Point Inspection) should be immediately replaced. ********* **** provided a price comparison for the (RUNFLAT) tires that were the baseline tire for my make/model and year vehicle. We scheduled another appointment 04/05/24 to have a previous repair steering issue to be re-adjusted. On the 04/05/24 appointment, we also scheduled to have the 4 (Runflat) tires replaced based on previous recommendations from BMW Union Park. On 06/03/24 I was able to get an appointment for a flat tire that looked different than a RUNFLAT tires looks like when the tire is deflated. I had concerns that riding on the deflated tire would damage the rim, so I decided to put enough air in the tire to ride to BMW Union Park for repair. After BMW Union Park looked at the tire to assess the damage, thats when we found out that non RUNFLAT tires were installed on my vehicle. ********* **** realized the mistake and assured that she was going to correct their mistake. As of this request 06/06/24, I have not heard from ********* **** or anyone from BMW Union Park as to how they plan to resolve their mistake. We do hold BMW Union Park for this gross mistake and we are requesting that the current tires on my vehicle and cost associated with it be replaced with the appropriate RUNFLAT tires as required.

  

  Business response

  06/07/2024

  We will contact the ******* and will install the correct tires on their BMW at no cost to them.  We apologize for the error and for the lack of quickly correcting the issue.  For reference or if any other issues arise, the ******* can contact ******l *******, our BMW service manager, at either m*******@unionpark.com or at 302-429-5625. 

  Thank you. 

  Customer response

  06/18/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. 2nd attempt.Good morning Mr. *******, I have received communication from the Better Business Bureau that the Union Park Automotive Group, Inc. has offered to replace the 4 tires that should have been run flats.  Union Park BMW error could have caused harm to me and my family if we had a blow out on the highway.  The run flat tire is one of the most critical features that my wife expects.  The safety and security that the run flat tire provides is second to none.  Please note, that we were operating our vehicle without a spare tire or jack not realizing we were not riding on a run flat.  If we didn't get the flat no telling how long we would have been riding on the non run flat tires.  We are a long time Customer, and because of our past experiences we feel that this was an honest mistake. We will accept the Union Park Automotive Group, Inc. offer if you agree to the below. 1- We are provided in advance the exact replacement tires manufacturer and model info. 2- Refund tire cost $324.95 we paid on 06/03/24 for tire.3- Refund car rental (Enterprise) 3 day $146.24 incur because of the lack of spare tire.  (Note: We will accept a future credit for the total amount to be used for repairs at Union Park BMW.) Thank-you for the attention in this matter. Regards, Complaint ID: 21811862      

  

  Business response

  06/18/2024

  We agree with Mr. ****** and sincerely apologize for the inconvenience.   We will refund to Mr. ****** the amounts he notes.   

  Again, we apologize for the inconvenience.  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  January 17, 2024 Purchased F-pace SVR (cash, paid in full) February 28, 2024 F-pace brought to Union Park due to brake noise/ squeal SERVICE MANAGER STATES NOISE WAS CONFIRMED ON ROAD TEST AND THAT PROBLEM WAS ADDRESSED AND FIXED March 2, 2024- Brake noise returned and Union Park Jaguar contacted for service NO RESPONSE FROM SERVICE DEPARTMENT March 6, 2024- Union Park Service department contacted again SCHEDULED SERVICE March 13, 2024- F-pace brought to Union Park due to brake noise/ squeal CONTACTED SERVICE DEPARTMENT ON 3/25/2024 AND 4/3/2024 FOR UPDATE AS NO UPDATES WERE GIVEN April 4, 2024- Service manager e-mailed me stating "Brake noise is inherent sometimes to these vehicles." PLEASE NOTE- I WAS NEVER INFORMED THAT I WAS TO EXPECT BRAKE NOISE FROM A NEW CAR. I WOULD NOT HAVE PURCHASED THE VEHICLE IF THIS WAS THE CASE. April 10, 2024- Service department stated car was repaired and new rear brake pads and rotors were placed April 13, 2024- F-pace picked up from Union Park April 21, 2024- Brake noise returned and Union Park contacted Sales manager requested for me to contact Jaguar Corporate Office. Asked to speak with manager/ president of Union Park dealership- no response I have bought many high performance cars in the past and have never had this issue of brake noise. This is not acceptable to me with a new car. I was never told that brake noise was "inherent" with this vehicle. I am extremely dissatisfied with this F-pace and would like a resolution to this matter. My new car has spent over one month in the shop. I have contacted Jaguar Corporate who denied my buy back request with no reason given.

  

  Business response

  05/28/2024

  We are very sorry to hear that Dr. **** is having this issue - I have spoken with him about it. In an effort to address the issue during his second service visit, we replaced the rear brake pads and rotors as a goodwill effort.  During road tests of the Dr. ****'s Jaguar by our staff, have not heard a noise or squeal.   As we have not been able to duplicate the issue, we are not able to recommend a further course of service action nor consider any type of refund to Dr. ****.   

  Customer response

  06/04/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  Please see the attached e-mail from service manager *** ******* who said "Brake noise is inherent sometimes to these vehicles." I was never told this by the dealership when I purchased the brand new f-pace. I would of never purchased this vehicle if I knew this could happen. I have video evidence of the brake noise that happens on coming to a slow stop. I have multiple videos showing this. I was completely deceived by this dealership. Brake noise was never disclosed to me by ****** ******* when I bought the car. They are non-responsive to e-mails (which I have documented) and my car was in the shop for over 1 month and still has the brake issues.  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21757963

   

   

   

  

  Business response

  06/19/2024

  As we noted in our first response, we have not been able to hear the noise when we have driven Dr. ****'s car.  We would be happy to have Dr. **** bring his Jaguar to us so we can try again to hear the noise.  Depending on what we hear, we may be able to identify a repair to address the issue.  Dr. ****--Would you like to schedule a time for us to drive your car?   Thank you.  

• Initial Complaint

  08/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tires and wheels protection for my BMW X3 M40i in 2022. According to the terms of the tires and wheels protection, it is cancellable and I canceled it through email on 01/05/2023. On 01/06/2023, I received a confirmation email from Safe Guard Products International, LLC informing me that the cancellation was successful and completed on their end. The email also mentioned allowing the selling dealership (Union Park BMW) approximately 3-4 weeks to issue my refund to my Financial Institution. However, I have waited more than half a year and still have not received my refund. I have contacted the Finance Manager ****** ***** multiple times through phone calls and emails. However, he keeps telling me that he is investigating and waiting for an answer. My demand is to get my refund of $1885.53 and apply it to my BWM Financial Service account. In addition, I would like to receive an official apology from Union Park BMW since working back and forth on this issue cost me a lot of time.

  

  Business response

  08/07/2023

   

  This policy was refunded to BMW to be applied to the customer’s account on 2/28/23.
  BMW cashed the check on 3/09/23 (see attached PDF) and should have applied this credit to the customer’s account per the information on the check. The customer should contact BMW to confirm this credit was posted to his account.

  We believe that this matter is resolved as per above and attached.  

  Customer response

  08/09/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I called BMWFS, there is no check applied to my account on 03/09/2023. In addition, they could not found the check by the combination of check number, check amount, and check received date (03/01/2023-03/15/2023). Therefore, to continue the investigation on BMWFS side, please provide the front and back of the check.Also, please see the second page of the ***** policy refund.pdf. The Check Information -> Status says "Cancelled 04/20/23". Please explain the reason as well. Regards, Complaint ID: 20428808    

  

  Business response

  09/05/2023

  As requested, please see the attached check copy to assist in your efforts with BMW FS.   Best regards.  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2023 Honda Hr-v was involved in a small fender bender. The estimated repair time according to my insurance adjuster and Union park collision was less than 2 weeks. After 2 weeks passed I was informed the parts still have not arrived and I patiently waited another 2 weeks. I tried reaching out multiple times for my vehicle progress and was unsuccessful. Finally, I was informed the parts are on back order. I ask for a loaner because I cannot afford renting vehicles to get to work and school. A month ago I received a Chevy Malibu which was very filthy, but I needed a car to get around so I did not complain. I’ve been in the loaner car for a month, and it needed an oil change because oil life was less than 2%, the car drive forward when I put in reverse and a check engine light is on. This past two weeks I left multiple messages to the collision center manager with no response. This level of unprofessionalism is very concerning, I don’t even know what’s wrong with my car and I feel very unsafe driving this loaner car. If my vehicle is not ready, I just want a loaner car that equal the level of my current vehicle. If not I want my vehicle to be transfer to a different Honda collision center.

  

  Business response

  03/30/2023

  Customer was contacted Friday 3/24/23. We removed him from his current loaner vehicle and provided him with a 2022 Honda H-RV to use until his car is completed.

  Thank you

  Customer response

  04/03/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.The collision center provided a 2020 Hr-v, not 2022. (See attached for proof) I was informed that my vehicle will be ready by Thursday of last week. I called to confirm the vehicle will be ready last Thursday and I was informed they ordered the wrong parts and the part I need is on back order. I’m not satisfied, I want my bill to be payed for due to the lack of unprofessionalism showed! I tried contacting the head of the dealership group, and I have not received a called back. I will never bring my vehicle back to union park and my family and I have been customers for years. I am extremely dissatisfied  Regards, Complaint ID: 19639937    

  

  Business response

  05/09/2023

  I apologize that the customer is unhappy.  Unfortunately one of the parts that he damaged in his accident is on national backorder through the manufacturer American Honda.  American Honda has been unable to provide us with the necessary part to complete the customer's vehicle.  Although we are not required to provide substitute transportation for items that are completely out of our control, we have provided the customer with a no charge replacement vehicle at our expense since his insurance will no longer cover a rental car.  Union Park is unable to complete repairs until the manufacturer is able to provide the necessary parts.  The customer real concern is with the manufacturer, not the dealership.  We will install the new part ASAP after it arrives.  Again, we apologize for the delay but it is out of our hands.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11/17/22 $1000 I financed a suv and I had it less than 30days and my engine went bad on me they towed it to there shop and they told me if they couldn’t fix it they were workin towards putting me in a new vehicle and that they would handle everything with the other car and bank but I was without a car for a little over 2 weeks they didn’t provide me with a loaner car or a rental car then they contacted me on 01/03/23 they contacted me and told me the new vehicle was ready to be picked up but that’s when I received a call from bank about the loan on the other car which I thought was handled but it wasn’t now I’m stuck with two different car payments and only driving one car

  

  Business response

  02/01/2023

  Mr. **** is a good customer of Union Park. We believe his complaint should have been directed to GEICO Insurance company and/or Santander Consumer USA due to the following set of circumstances.

  Mr. **** did purchase a 2018 Kia from Union Park on 11/17/2022 and Union Park secured financing in the amount of $21,732.66 through Santander Consumer USA. Based on information provided by Mr. **** (see attached total loss letter), the Kia was involved in some sort of crash/accident on 12/3/2022. As a result, the Kia was deemed a total loss by GEICO, and if rental car coverage existed on his policy, GEICO should have paid for a rental car for Mr. **** during the time he was out of a vehicle. From the total loss letter, it appears that GEICO settled the open loan on the KIA on 12/18/2022 in the amount of $22,347.00. On 12/26/2022, Mr. **** bought a replacement vehicle for the KIA from Union Park and Union Park secured financing for this (the second) vehicle through GM Financial who required proof that the Santander Loan was settled ( attached total loss letter).

  Mr. **** states that Santander is still billing him for the loan on the KIA. If this is the case, his issue is with Santander Consumer USA and he should contact them immediately. 

  Union Park cannot resolve the issues Mr. **** is experiencing because, as the "seller", we are a harmless nonparticipant when it comes to the terms of rental coverage in GEICO's insurance agreement and Santander Consumer USA's billing protocols.

  Thank you for the opportunity to respond.

  Customer response

  03/15/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Hey I’m writting yu in regards to a complaint I filed on Union park Buick I had purchased a car nd the engine blew in less then 30days nd they told me they would resolve it but instead they took out another loan in my name so now I have two car payments nd only have one car Regards, Complaint ID: 18952230    

  

  Business response

  03/15/2023

  BBB,

  This complaint was responded to by Union park on 2/1/2023. Please see the attached response and Total Loss letter. Thank You.

• Initial Complaint

  10/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/13/22 I had the rear brakes pads of my 2014 supposedly replaced at Union Park for a cost of $145.80. In August of 2022 I developed a horrible noise when braking, so much so that I limited myself to just driving locally. Due to another issue with Union Honda, and knowing I had rear brakes replaced in 2022 and front brakes in 2021, I lacked confidence in their work and opted to try a new auto repair shop.They saw my car on 8/31/22. They found the noise was caused by the rear brake pads being worn down ( I still am carrying those in my car as proof). I had put 9000 miles on the car in that time. I called Union Park after this and asked to speak to the service manager. I was told he was gone for the day, he would call me the next AM. When there was no call back in the morning, I called back in the afternoon, they said he wasn't there. I never did hear from him and my answering machine is always on. Ultimately I contacted Honda's main office and spoke with someone named ***** (?). Eventually she called to say the case was being closed because the Union Park service manager (maybe by the name of ***?) said my front brakes were done in 2021. I explained that the complaint was about the rear brakes, she didn't seem to care, case closed. I believe the case # was 13351660. Then I tried to contact the general manager at Union Park, and got an email back from apparently a salesman saying he could help me purchase a new car? I feel like we are communicating in different languages. I don't know how to UPLOAD documentation, but I could fax it or take a picture and text it somewhere

  

  Business response

  10/28/2022

  Contacted customer 10/28/22.  Although customer did not return her vehicle to Union Park to have the issue inspected, we have offered to her the requested amount of $145.80 in the interests of customer satisfaction.  She indicated to me that this would be a satisfactory solution.  As soon as the customer indicates that she is satisfied with this outcome, i will issue her a check for the requested amount. 

  Customer response

  11/10/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 18299278
  

   

   

  My complaint about Union Park Automotive was to be resolved once I told the BBB that I was satisfied with their response, which I am stating that I am satisfied
  
  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sep 17 - Dealer agreed to purchase lease contract and pay $1059.20 for lease to ***** ***** Sales rep Fexlix Cancel said it would take 1 week to produce payment check and they would mail it to ***** ***** Sep 28 - ***** ***** returned to dealer because check for $1059.20 was not received. Sales rep ***** Cancel said it would take 7-10 days to produce check. As of Sep 28 re-iterated that it has been 10 days since the transaction. ***** ***** asked ***** to call Honda Financial to inquire about the payment delay, ***** refused ***** ***** asked what was the course of action if a check was not received within the next ew days and suggested that since Honda Financial would need to be contacted the request was made to expedite the request and call Honda Financial from Union Park Honda. ***** replied that he was too busy.

  

  Business response

  09/29/2022

  Union Park has paid the lienholder in full. We are waiting for confirmation of release of the lien in the form of a clear Delaware title so that we may issue Mr. ***** his portion of the funds.

  Customer response

  10/07/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  

  It has been 3 weeks since the issue began (Sep 17th, 2022). I was initially told that the issue could be resolved, transaction completed in 1 week. After 10 days I inquired on the status and was told the issue typically takes 7-10 days to be resolved but that nothing else could be done but wait. After filing a complaint with the Service Provider Union Honda and the BBB a call was returned from the service provider stating that the issue should be resolved within 2-4 weeks from the original date. As of today (Oct 7th, 2022) the issue is still open.  I would like the complaint to remain open until the his has been resolved.
  
  
  
  Regards,

  Complaint ID: 18141626

   

   

   

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wish there was an option to rate something really really poor because service provided by Union park this time definitely doesn't deserve a single star for sure. Have been visiting Union park for servicing of both of my cars. It was regular oil change + tire rotation service on July 15th and on the way back from service center my car started making weird sound at 55+ speed. Called them next morning and they recommended me to come back to get it checked. Visited them again on 21st, Union park rotated my car tires back and they said it fixed the issue, but it DID NOT. Visited again on 27th July, Manager took it for drive and accepted weird noise. At the end of day they were not able to figure out root cause. They asked me to leave car, I asked for loaner which they refused. Left my car again yesterday ( 4th time on Aug 4th) for entire day. Manager calls me at 2 pm : Sorry we cannot do anything and technician say there is no issue, please talk to Director Mr. ***** ********. Called ***** 5 times, left voicemail and he never answered or called back. Took my car keys at 5 pm and left their facility really disappointed. My car which is still in warranty has been messed up by them. I tried whatever i can, wasted 4 days after paying $232 for oil change, tire rotation and complementary issue introduced by UNION PARK HONDA Union park honda director contacted me after almost 20 days and said they can’t do anything . He contacted me after reading Google reviews instead of going thru his voice mail. I have been requesting them to go for a test ride with me so that I can I prove my point and help them replicate the issue which started after getting my vehicle serviced at Union park. They have been so adamant declining any of my plea . This is my appeal to Union park and American honda to help me solve this issue

  

  Business response

  09/13/2022

  I am disappointed to read the comments from Mr. *****.  Union Park performed a routine basic maintenance service to his vehicle on 7/15/22 which included rotating his tires. He called the next day stating he had a noise from his vehicle at highway speeds.  We asked him to return and he came back and we rotated the tires back to their original positions.  The noise we heard when he came back was now gone.  Mr. ***** then called again complaining that we did something to his vehicle since he stated he hears a new noise now.  We asked him again to return, and we checked his vehicle for a third time.  This time we found no issues or problems with the vehicle, it was operating as designed.  He then left and called back yet again complaining of the same noise.  Union Park had it  brought it back and we had a similar vehicle (Mr. ***** has an Accord hybrid with a electric motor assist) in service to compare the two cars.  After inspection I had our shop foreman also re-check the vehicle to determine if there are any faults.  We found the vehicle to be operating exactly the same as the other hybrid vehicle.  We explained this to Mr. ***** when he picked his vehicle up.  After I read Mr. *****'s google survey, I called him to discuss it.  He stated that we damaged his vehicle and refused to repair it.   I pointed out we looked at the car 4 separate times and, aside from the tire noise, we found nothing wrong with the car.  I felt his comments frankly were unfair.  At this point Union Park has inspected the vehicle on 4 separate occasions and found no factory defect.  I do not believe a fifth visit will change anything.  Mr. ***** points out that his vehicle is still under factory warranty, and it is until 10/25/22.  In cases like these, American Honda often suggests the customer take their vehicle to another Honda dealer to basically get a second opinion.  In this situation I feel this is probably the best course of action to take. 

  Again, I apologize that Mr. ***** believes Union Park damaged his vehicle.  However, after 3 additional visits to our service department, we were unable to find anything wrong.  At the times we inspected the vehicle, we have found no defects in materials or workmanship that constitutes a warranty issue. 

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Just a mess, took my car in because it broke down, they had my car for 6 months finally put a motor in it, still won’t run, when I picked it up it was shaking back firing again, took it back picked it up still shaking also noticed birthday presents in my trunk, they were not mine, took it back again said nothing was wrong took it home then next day didn’t start called them asked them why there was over 1, 000 miles on my car & why was there a receipt for kohl’s, & presents left in my trunk Joe the manager got mad hung up on me, so u then took it to west chester they said all wheels were bent something happened to my car when it was at Jaguar Wilmington

  

  Business response

  01/19/2022

  Customer brought her Jaguar to Union Park for a warranty concern. After multiple attempts to repair did not succeed, Jaguar North America finally did authorize a new engine for the vehicle.  The engine was back ordered and had to arrive from the United Kingdom and this caused a longer repair time than usual.  After completion of the repair the customer picked up her vehicle.  She returned 5 days later stating she had a vibration when driving at 60-65 MPH.  Our technician road tested the vehicle and could not verify any problem.  He also inspected all wheels to determine their condition, and none were bent at that time. This all stated in writing on the customer's repair invoice.  The customer also stated that someone "went shopping" with her vehicle at Kohl's and left "expensive birthday presents" in the trunk", as well as put 1000 miles on her car.  All we can say is that no one here "took her car shopping and purchased birthday presents" and "left them in the car". That is simply not true. Period. We verified vehicle mileage at a total of 66 during its time here resulting from multiple road tests by our technicians when attempting to diagnose the original vehicle.  All her wheels were not bent when she picked her vehicle on 11/1/21.  I want to point out that the customer did not pay for any repairs as they were covered by Jaguar North America as warranty repairs.  Also, the customer was provided with a loaner vehicle at no charge during the entire time we were repairing her vehicle.  I cannot speak for the condition of her wheels now or when she had her vehicle inspected elsewhere, but they were fine when she picked up her vehicle in November.  I'm sorry the customer is experiencing a wheel issue, but it has absolutely nothing to do with her repairs that were performed at Union Park Jaguar.

  Customer response

  01/20/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I do not accept this, I had my car towed to West Chester Jaguar because again it would not start, they noticed all wheels were bend stating that it fell plus no brackets were put on my car which caused all the noise 
  
  
  Regards,

  Complaint ID: 16440838

   

   

   

  

  Business response

  02/07/2022

  After reading the customer's response, I contacted West Chester Jaguar to determine what they did to repair her vehicle.  I discovered that they replaced her battery under warranty and replaced an exhaust gasket back by the muffler that was broken, also under warranty.  They indicated that some or all of the customer's wheel were bent. It is understandable that a battery may require replacement if a vehicle is not driven for a time.  I'm glad Jaguar covered it under warranty.  The exhaust gasket was back by the muffler, and since Union Park never removed the mufflers, we are not responsible for it.  Again, however, I was glad that it also was covered under warranty. As for the bent wheels, they were inspected by our shop foreman when she returned, and they were fine.  In the customer's original complaint to the BBB, her desired settlement was an exchange vehicle.  As her vehicle now has a new engine and is running properly, Jaguar is not going to offer her a replacement vehicle.  Union Park inspected the vehicle's wheel previously, and they were fine. We are unable to accept any liability for their current condition. 

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took my BMW to Union Park BMW for a brake pad replacement. When I purchased the car in Dec 2017, I also purchased an extended maintenance and service plan that specifically covers the replacement of wear and tear items like brake plans, and this benefit is clearly listed in the contract. Please see the attached contract ("BMW maint"), page 4 under COVERAGE. The service center at the Union Park BMW refused to acknowledge the maintenance plan I have and refused to honor it. They kept insisting that I either did not have an extended maintenance plan, or that I had the wrong one. I asked them to check my profile, as the contract is there and accessible. I was told they could see the same information I can and that the warranty manager at the service center said that the brake pads were not covered. I've also attached the quote that was provided by the service center for the repairs. I did call the BMW corporate office as well as the dealer I purchased the plan from, who both verified that the plan and contract are attached to my vehicle's VIN number. I feel as though this dealership tried to intentionally mislead me by repeatedly lying about what my maintenance plan does and does not cover. If they acted in this manner with me, I think it's likely they have done the same with other customers as well. I tried reaching out to the service center manager as well as the owner of Union Park BMW, however neither person responded to my concerns. I would like a clear explanation of why this service center is not honoring BMW maintenance contracts and why they are incorrectly misrepresenting what the maintenance contracts do and do not cover. If their intention is to not honor these maintenance plans, I feel that should be clearly communicated to customers.

  

  Business response

  12/14/2021

  I spoke to ******* on 12/10/2021. Union Park misinterpreted the coverage on her warranty policy due to unclear information from BMW North America. In light of this situation we are seeking a method of positively determining coverage so this does not happen to any client in the future.Tell us why here...

  Customer response

  12/15/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. I was contacted by the owner, who apologized and explained the situation. I consider this matter closed.

  Regards,

  Complaint ID: 16350950
  

   

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩