BMW Of North America LLC., Customer Relations Dept.

One of our corporate engineers reviewed pictures submitted by customer and was unable to determine if the problem was due to a short circuit or wrong part installed and further commented about possible outside influences causing the problem. This incidentally was the 1st case he's ever seen with...

this issue which includes customer's 2004 325ci with 105,000 miles on the odometer. Based on available information, customer request for assistance was denied and customer was advised of this decision.

I am rejecting this response because: I was injured from the passenger airbag which was recalled (I received the recall notice two weeks prior to my no fault multi-car accident). BMW states the parts were not available to remedy the issue until further notice.  The passenger airbag exploded, without even having a passenger in the vehicle, this mechanism is supposedly sensored and only to deploy when a passenger in the vehicle is present, instead the malfunctioned airbag caused an explosion spraying my hand with gunpowder, 2nd degree burns to my right hand/arm.I am in process of legal action against BMW & airbag manufacturer Takata. The photof of my injuries and recall letter have been attached.

BMW of North America was contacted on 10/24/2014 of the concern. The customer was interviewed on 10/28 after multiple attempts to reach her. On 10/31/2014 BMWNA inspected Ms. [redacted]'s vehicle with the complaintant and her attorney present. The customer was verbally advised of the findings on 11/4/2014 after the codes were deciphered by the National Engineering Group. The letter attached was drafted, emailed, and FedExed to the customer by 11/6/2014. BMWNA has reviewed Ms. [redacted]s concern and requests. Evidence provided by the vehicle do not substantiate a settlement.

Our field inspected the vehicle and told us that the customer told us the car is operating correctly. The last repair fixed the complaint.

Mr. [redacted] took delivery of the vehicle on 7/30/14. The first documented complaint was 10/7/14, 3 months after taking delivery. At that time, the customer's documented concerns were a scratch to the drivers front mirror and small paint chips to the clear coat finish. Mr. [redacted] met with a BMW...

representative who determined the damage was due to outside influences such as road damage. However, BMWNA, as a gesture of goodwill, covered non warrantied cosmetic repairs at no cost to the customer. On 10/7/14, the customer also stated, the front camera and front collison warning malfunction comes on intermittently. It was determined the vehicle was operating as intended as the system can’t see in heavy sunlight, rain or fog and the warning will come on to let you know it is blinded by the conditions, this is normal operation and is documented in the BMW operating manual. Mr. [redacted]'s claim the dealer caused vehicle damage while in for service are unsubstantiated. The service center claims no responsiblity for cosmetic damage. Mr. [redacted] was not able to duplicate his concern at the service center regarding windows and sunroof opening automatically. However, if the key is close to the vehicle and the rain is heavy enough it will lock and unlock the vehicle because it thinks someone is requesting it, it will not open the windows because comfort open does not work via the handle but only the button of the remote. On 12/4/14 the customer stated the passenger restraint system warning light comes on intermittently after the interior of the vehicle got wet. The malfunction was contributed to high moisture levels due to outside influence, the fault was cleared and the vehicle operated as intended. As a goodwill gesture, the service center provided Mr. [redacted] with a rental vehicle while his vehicle was in for cosmetic repairs. Loaner vehicles are provided at the discretion of the dealer. Mr. [redacted] was in the loaner vehicle for 6 weeks due to a failure to retrieve his repaired vehicle after being notified by the service center his vehicle was ready for pick up. The service center has documentation noting the customer was contacted to retrieve his vehicle. Mr. [redacted]'s was asked to return the loaner vehicle since repairs to his vehicle were completed. Mr. [redacted] states his request to be put in touch with someone in a supervisory role was refused. In fact, Mr. [redacted] met with the BMWNA field manager [redacted] at BMW of [redacted]. Mr. [redacted]'s emails to customer relations reference meeting with Mr. [redacted] as well. Mr. [redacted] is the BMWNA representative responsible for making decisions regarding customer claims. Although BMW of North America, LLC has previously responded and provided goodwill toward the customer's concerns, requests to review the customer's concerns with a BMW representative are in the process of being scheduled. BMWNA is waiting for Mr. [redacted] to provide scheduling dates

The vehicle is a 2005 [redacted] and has been out of new car warranty since 2008 and out of CPO warranty since 2010. Based on this information and the history BMW will be unable to offer assistance with the repair needed.

Mr. [redacted] stated that his BMW Assist services were still not set up. I contacted the BMW Assist department who advised that the vehicle appeared to be registered and that there were several indications that the customer had used the service successfully. Mr. [redacted] did not respond to voicemails to confirm whether this information was correct.

Customer, Ms. [redacted] was contacted on 10/28, 10/29, and 10/30. The vehicle is being investigated and inspected on 10/31/2014. No further action will be taken until the results are available.

Our field manager denied goodwill assistance as vehicle has an expired warranty & customer does not have any ownership history to support any assistance. However [redacted] agreed to provide a discount of 10% to include parts and labor. For the record, [redacted] did a visual safety inspection, nothing further. We are closing our file on this matter as the 10% discount offer is our dealers best and only offer and not suject to change.

As previously communicated: The vehicle is operating as designed and there will be no compensation; we are standing by our original determination.

Good afternoon [redacted] BMW NA has received Mr. [redacted] complaint and we are reviewing his vehicle concerns. We also spoke with Mr. [redacted] today and discussed his vehicle concerns, request for financial assistance with the current vehicle repairs and an extended warranty, as compensation. ...

We will provide update to Mr. [redacted] and this site by the end of the week. Please contact me at ###-###-#### or [redacted] with any questions. I am available Monday through Friday between 9:00 a.m. to 5:00 p.m. E.T. Thank you.

the dealership offered Mr. [redacted] $200 in goodwill towards replacing 2 tires. Mr [redacted] took it upon himself to have 1 tire replaced at an independent dealership. [redacted] BMW of Decatur, then revised the original goodwill offer to $100 towards the replacement of 1 tire. Mr. [redacted] was not...

satisfied and we have been trying to mediate the issue in the hopes of reaching an amicable resolution. I advised Mr. [redacted] I would reach out to my corp team for further review and get back to him once I heard back. this matter is still under review.

Good afternoon,I’m sorry to learn about the unfortunate circumstances that prompted you to write to us. This matter has been escalated to Executive Care.Please be advised this matter is currently being reviewed by BMW North America, LLC.If you have any questions or concerns, please call me at...

###-###-####, Monday through Friday from 9 a.m. to 5 p.m. Eastern Time. Kind regards,[redacted]  ---------------------------------------------------------BMW of North America, LLC[redacted]Executive Customer CareCustomer Relations and Services[redacted]Westwood, NJ 07675-1227 Tel:      [redacted]Fax:     [redacted]E-mail: [redacted]Web:    [redacted] This e-mail and any documents accompanying it contain information which is sensitive and confidential. The information is intended only for the use of the individual or entity named on the transmission. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or the taking of any action in reliance on the contents of this e-mail and attachments are prohibited. If you have received this e-mail and any accompanying documents in error, please notify me by telephone [redacted] ext [redacted] immediately.-------------------------------------------------------

To whom it may concern:BMW NA is currently reviewing this file.  I will follow up with customer by the end of this week and provide a response to the Revdex.com.Kind regards,[redacted]Executive Customer CareBMW of North America, LLC

Complaint: 11966793
I am rejecting this response because:[redacted] BMW replaced the transmission and the mount broke while it was in their possession while performing the replacement. BMW should replace the mount at their expense. This is a typical pattern of repair and return for [redacted]. The number of complaints across the internet aboutBMW reliability is astounding. You charge a premium for a product the that has a short shelf life.The pride of owning a 'fine tuned German Automobile' is diminished by the poor quality of partsand unreliability of repairs. Fix your cars so that have the 'bullet proof' reliability of a Honda.Replace the motor mount at BMW expense, not mine! Please prevent me from being one moredisappointed BMW customer on Facebook.Thank you

Mr. [redacted]'s suspension issues are currently being reviewed by our field team. We will get back to you as soon as our field team completes their review

I am rejecting this response because: I was never told that they have brochures regarding high performance brakes as it is the duty of the sales person to present to me those brochures at the time of the purchase and how can I read the owners manual to find out about the brake noise before I purchase the car?? They don't hand you the owner's manual and they say read it before purchasing the car!! If the car is making brake noise and it is brand new any person will take the car back to the dealer and will ask them to fix the problem. If they can't fix it they have to buy it back. I pai close to $100,000.00 for this vehicle and it was $8,000.00 upgrade for the brake so I will end up with a constant brake noise?? That is totally unacceptable!!
Regards,
Samer Nabhani

These concerns were reviewed within BMW Motorrad.  The conclusion is that there is no defect with the motorcycle; it is operating as designed.  Accordingly, the motorcycle will not be repurchased. Mr. [redacted] has been advised and we are closing our file on this matter.

This vehicle came with a 4 year / 50,000 mile limited warranty, which ever occurs first against manufacturing defects in material or workmanship. Since the warranty has expired this request for assistance cannot be considered. We also note that there are no open recalls on...

this vehicle at this time. Although we are closing our file on this matter, please know that we value your patronage.Should you have any further questions, our authorized BMW centers are always available to assist our customers. Kind regards, [redacted] Customer Relations Representative Customer Relations and Services

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]