Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 17 2024, I drove my *** over to Medford *** dealership to get new spark plugs and possibly wires because it was misfiring. *** said they'd run a diagnostic and get back to me. Two days later they called said they were unable to start my vehicle, that they were getting a code for a faulty steering column. In a bit of shock, I inquired as to the cost and they quoted me approximately $1,800 to replace it, plus the ****** for the diagnostic fee. They were very extra nice to me on a level of kissing a** I would of thought. I then proceeded to get different options and by other mechanics. I tried to tow my car out of there on 4 different weeks apart from each other and couldn't due to that other car. and the first time I saw my car I was disgusted by what I saw. My car was completely torn apart all the dash was laying everywhere in the seats and there was a car parked sideways almost hitting my vehicle to where the tow companies three times came out to move it and the car was a inch away from mine so we couldn't get it out of there. They always had an excuse of why they couldn't move the other car. Finally I went in there on the 5th time and raised some chaos' in the service **** and 4 of the service men and manager came and pushed the vehicle out of my way so I could move it. I then got it towed to another shop that was very reputable place for their work on ***. They said the battery that was in it was not the right battery for that *** and that it needs a certain type to run that car. I went and got another ****** battery, they ar. I explained what had happened and they wrote up this document for my car. This l dealership has affected my life having no car for 7 months has put me in financial overwhelming distress I have never been treated unfair and disrespected in my life I have the proper documents to prove all of this and about 10 witnesses that saw everything including the new mechanics now. My car still not working due to ************

  Business response

  11/12/2024

  After reviewing customer complaint #********* I have prepared a synopsis of this vehicles service visit to clarify the vehicles prior condition when received by Medford ***.

  Medford *** saw this vehicle only 1 time when it was brought in on January 17, 2024, for 2 recalls and a concern of the check engine lamp being on and the engine misfiring. The vehicle was not on record, so Medford *** built the vehicle into our system (Vin#*****************@ ******* miles) and generated RO#****** (see attached original copy with customers signature authorizing diagnostic charges and final copy with the declined technicians diagnosed recommendations).
  During that visit, Medford *** noted the customers' concerns and that per Mrs. ******* they themselves replaced the spark plugs but used 2 different types of plugs. The repair order was then dispatched to the *** Certified Technician where it was diagnosed that the vehicle needed new spark plugs and ignition coils to cure the misfiring, which was declined by the customer (see
  attached final invoice for the technician story).
  The technician then tried to start the vehicle to pull it out of the shop and it would not start. Upon further investigation, the technician found that the steering lock wiring harness had been tampered with previously which caused the no start condition (see attached photo). This information was then relayed to Mrs. ****** which included an estimate for the proper repair, which is the
  replacement of the steering column.
  Mrs. ****** then blamed Medford *** for damaging the steering column despite Medford *** never seeing the vehicle prior to this visit. We assured her that someone had previously attempted to bypass the steering lock, and that old wiring repair had failed rendering the vehicle undrivable. Please note, Mrs. ****** was not charged with the additional diagnosis of the no start condition.
  The Technician did leave the lower steering column panels off in case the customer wanted to come down and look at the wiring issue. When she did come down, she was upset that the panels were off.

  Customer response

  11/16/2024

   
  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.
  
  Sincerely,
  
  ******* ******

  Customer response

  11/20/2024

  This email is in response to ***'s response to me. I'd rather not bicker back and forth about this matter. I just can't except the outcome of not driving my vehicle out from ***, when the car drive there just fine, without any prior steering column or electrical failures. They were unsuccessful in there diagnostic attempts and still charged me the ****** fee. On top of two failed visits to have the car towed, due to the unorganization in the service department which, I was charged each time by the towing company. I feel that Medford *** should at least fix the issues and reimburse me for the diagnostic fee and the towing fee's. If needed I can send the invoices and receipts from the towing  company. I will send the other invoice from the shop that it is currently at, Where my car currently sits due to Medford ************************ which my car has not ran since towed from BMW. 

  Business response

  12/06/2024

  Medford *** has not changed its stance based on the following facts:
  
  The vehicles current no start condition is a direct result of a previous attempt to bypass the steering lock that was performed by someone other than Medford *** prior to its arrival.
  Medford *** has only seen this vehicle 1 time for diagnosis of a poor running condition.
  Medford *** properly diagnosed the poor running condition which the customer authorized with a signature on the hard copy of the ** and was rightly charged for (repairs were declined).
  Medford *** did not charge any further diagnostic fees to determine that the steering lock had been previously tampered with before it arrived at Medford *** for the first and only time.
  Medford *** is not responsible for the state of dis-repair that the vehicle is currently in.
  
  Medford *** will not be reimbursing any diagnostic fees, repairing the vehicle for free or paying for any towing charges.
  
  This is Medford ***s final response to this case (original response is attached along with photos of the bypassed steering lock).
  
  Thank you,
  
  MM
  
  **** McCornack 

  Customer response

  12/08/2024

   
  Complaint: 22426298
  
  I am rejecting this response because:
  Medford *** has not took any responsibility for my vehicle. I have had many people that say this has happened to them this will be a petition that I am having customers sign stating all the facts that my car drove there and now it does not move nor start? How can this be? II will get all the paperwork from the new place of business  where they stated that Medford *** is responsible for this vehicle. I will be taking further action on this case and taking this to the next level until issues are corrected and all parties have an agreement I will not accept what they did the paperwork that they gave me is there paperwork that you sign for them to diagnose my car well it was never diagnosed properly and I will prove this in the court room . Just with what *** stated in the last response they are not responsible!?? How could you drive your car into a place of business to get a diagnosis and it comes out completely and utterly useless and doesnt even start with that being said said proves exactly what type of business this really really is.MEDFORD *** WILL NEVER SAY THAT THEY SCREWED UP THEY HAVE TO HIGH OF STANDARDS THEY HAVE TO UPHOLD 
  THIS CASE WILL AND NOW BEING SEND TO ATTENTION MR ********* FOR FURTHER NOTIFICATIONS ON THIS CASE THEY ARE NOT GETTING AWAY WITH THIS AGAIN Sincerely, CRYSTAL 
  
  ******* ******

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Last year our 2013 *** 528i broke down on I-5 near Medford, ******. We had it towed to Medford *** for repairs. When the work was completed, we picked up the car and drove home to **********, **. Before we arrived home the car started missing and running rough, so we took it to Kuni *** in *********, ****** to have them diagnose the problem. We picked the car up after several weeks and were told that they needed $5,974 to repair the same issues that Medford *** had performed. We were told by Medford ***, that any *** shop in the nation would stand behind their work, but Kuni *** in *********, ******, told us that wasnt true. At that point on August 23rd 2023, we picked the car up and drove back home to **********, **. The car broke down on our way home and we then had it towed home, where it has sat in our garage since then. We saved up enough money for repairs and had the car towed to European Autoworks in ********, ****** on *****************. Phone # ************ The manager there is Mobe, and he stated that the motor was a catostrophic failure as the camshaft bolts were left loose and 2 cylinders had no compression, with metal fragments in the engine. The camshaft was bent like a banana. Mobe at European Autoworks quoted us $8200 for a used engine, installed. Mobe can provide the information on the damage caused by the *** shop in Medford ******. We are requesting a refund of the work performed by Medford ***, to help us purchase a different vehicle. Thanks you!

  Business response

  07/24/2024

  Good Morning,

  Im sorry for the inconvenience and unsatisfactory experience recently experienced ,  However we are located in ************* and I believe this service visit was in Medford ******* 
  

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

   

  Business response

  08/06/2024

  Please see attachment #1 for Medford ***** official response to Customer Complaint#********. The following attachments are back up documents to show that Medford *** has never touched the cam shaft bolts in question.

  Thank you,

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

  Fixed Operations Director

  Medford ***

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

  Medford, OR 97504

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

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

   

   

  Customer response

  08/07/2024

   
  Complaint: 22032155
  
  I am rejecting this response because: We hired Medford to fix the motor, paid them $7900 to do so. They obviously misdiagnosed the problems resulting in catastrophic engine failure. We suspect that the engine was already destroyed when we took it to Medford **** We asked them if the motor was destroyed as the pistons hit the valves when the timing chain failed, causing the camshaft bend. They made the timing chain repairs anyway! They should have done a motor replacement, it would have cost about the same amount. $8000
  
  Sincerely,
  
  *********************

  Business response

  08/20/2024

  With respect we are comfortable with our stated position.

  Customer response

  08/25/2024

   
  Complaint: 22032155
  
  I am rejecting this response because: If the vehicle had been diagnosed and repaired properly, it should have lasted longer then ***** miles! What kind of repair business doesnt warranty their work?
  
  Sincerely,
  
  *********************

*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. ↩