ComplaintsforTom Bush BMW Orange Park

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle into the service department over 30 days ago and was told at the time that a sensor failed and that led to my convertible top malfunctioning. It took them 3 weeks to "fix" the problem. However, when I went to pick up the vehicle the problem was not fixed - the top still did not work. This was shown to the technician before I left the service bay at the dealership. They then took the vehicle back and kept it another 2 weeks and I was told the hydraulic pump was the true cause of the problem. The issue comes with them billing my warranty company for the first issue (that was not the source of the problem) and that used up my entire warranty coverage allowance. Now the warranty company won't approve any further claims against my vehicle due to the dealership's initial misdiagnosis of the problem. When this was brought to their attention they refused to do anything to make it right and instead tried to claim that I broke the vehicle by putting the top down while at the dealership. I have run into a dead end with the General Manager of the dealership - he is refusing to admit any wrong doing and refusing to take care of the repair. All I am asking for is for the dealership to repair the vehicle and return it to me with no charge since the part would have been covered under warranty had they not misdiagnosed the initial issue.

  

  Business response

  09/04/2024

  We apologize for any frustrations while your vehicle was in our dealership for repairs. Unfortunately, the convertible top required two different repairs to properly operate. Once we corrected the first issue, we were able to find the second issue. When diagnosing a vehicle, there may be multiple items at fault. We always follow ***** required repair procedures and fix the issue(s) in order. First, the vehicle had hall effect sensor faults in the *** system. After we completed the needed repair (the harness was replaced), the top started working again but it had trouble closing. When we ran ***** tests again, it then showed a pump blockage. Unfortunately, solenoids are built into the pump and cannot be replaced without replacing the whole pump. We would be happy to complete this repair, if desired. We understand that your extended warranty has maxed out, but we do offer other payment options like Sunbit, if preferred. Please let your Service Advisor know if you are interested. Thank you for your understanding.

  Customer response

  09/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22220927

  I am rejecting this response because:

  They tried to pass the vehicle off as "fixed".  Had me drive almost an hour in to pick up the vehicle and only when I tried operating the top on their lot and it stuck in place did they suddenly change their story that they had to "fix one issue to find another".  NO.  They told me the vehicle was 100% fixed.  They tried to pass it off as completed and working properly.  The bottom line is that they misdiagnosed the problem and ran my warranty budget out to fix something that was not the problem and they are trying to cover up this failure.  I am now on the hook financially that I would not have been had they done their job properly.  That is the problem - and I am out thousands of dollars because of it.

  Regards,

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

  

  Business response

  09/06/2024

  The first repair was done properly, as we followed ***** repair procedures. The second issue could not have been discovered until the first issue was corrected. The second found issue was an internal failure that could not have been caused from the first repair. We would be more than happy to complete the second repair at a discounted cost for the customer if they desire. However, we understand if they wish to take their vehicle to another service center so they can diagnose it as well. 

  Customer response

  09/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22220927

  I am rejecting this response because:

  Again, *************** tried to pass the vehicle off as fixed.  If I hadn't checked for myself before I left the dealership I would never have known that they didn't fix the problem at all.  There needs to be consequences for them misdiagnosing the problem, as the problem that they had my warranty company pay for in no way resolved the issue - the exact same problem I initially dropped the vehicle off with was still present when I came to pick it up after being told that it had been "fixed". 

   They would need to, at a MINIMUM, deduct the cost of the covered warranty repair (roughly $3300) off the remaining balance owed (roughly $4800) to complete this repair.  It really should be more given the fact that they had my vehicle for OVER A MONTH (only a short period of that time was due to waiting on the warranty company, so that is not a valid excuse that they will likely try to give) and tried to pass a still broken vehicle off on me as having been fixed.  For that, I would like to ask for an additional discount of 1 month's car payment - $406 - in addition to the $3300 botched warranty repair job.  I would accept a $3700 credit towards the $4800 repair, leaving a balance of $1100 owed.  If the dealership would honor this as a good faith effort to fix their mistake and make things right, I would accept that.  I would also stipulate that any further expenses that magically "pop up" as a result of this repair be covered in full by the dealership, as I refuse to believe that it costs nearly $10,000 to fix a convertible top.  I would also like to get some sort of warranty/guarantee for the parts & workmanship being done to my vehicle, as they have exhausted my extended warranty coverage on this item.

  On top of this, when they put my vehicle back together now the passenger door doesn't open and close properly and when I brought this to the attention of the service advisor I got no response - I have been COMPLETELY IGNORED since I presented this issue to them, which seems like obvious retribution for me filing this complaint with the BBB.  I also ask that this situation be resolved without involving my warranty company as I do not need anything else being deducted from my available balances there and since the dealership caused this issue as it was not present before the vehicle was dropped off there.

  Regards,

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

  

  Business response

  09/09/2024

  We would be more than happy to complete the second repair at a discounted cost for the customer if they desire. However, we understand if they wish to take their vehicle to another service center so they can diagnose it as well. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  see Attached document

  

  Business response

  02/15/2024

  On ****** ***** ***** the customer had the vehicle towed in and stated it would crank but not start. We could not duplicate the issue. We performed testing and the vehicle had non-current faults for the vanos system (timing system). The customer picked up the vehicle with no repairs being performed.

  On ****** ****, **** the customer brought the vehicle back in for the same symptoms of vehicle cranking but not starting. Unfortunately, we could not duplicate the issue but the vanos faults were in the system again. We replaced the crank shaft position sensor and tested the vehicle. The customer paid and picked up the vehicle.

  On ******* ***** ***** the vehicle was dropped back off with a complaint that after the vehicle was driven for a while, and then parked, the vehicle would have a long crank issue. We were able to duplicate the issue this time and after performing testing, there were no faults present in the system at this time (the vanos fault was previously corrected). We continued testing and found that when the vehicle did act up the fuel pressure was not in range. We checked the power and the ground at the fuel pump and all checks were normal. At that time we replaced the fuel pump under a two year warranty. A couple of weeks after the customer picked up, the customer asked for a refund for the first repair on ****** ****, stating they didn't need the crank shaft sensor.

  We explained to the customer that the vehicle had vanos faults and those were corrected when we replaced the crank shaft sensor, and even though the fuel pump has the same symptoms, it was a different repair. In good faith, and for the sake of customer satisfaction, we offered the customer a store credit, which was declined. We would be willing to refund the customer the labor portion of the repair, $******, as we did install the necessary new parts.

  Customer response

  02/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

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

  Regards,

  **** ******

   

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