BMW of Springfield - New Jersey

BMW of Springfield - New Jersey responded

Julissa, The initial repair for your motor mounts was performed correctly and without issue. The additional repair needed was for your oil filter housing, which is located under the manifold in your vehicle, and completely unrelated to any repairs that were performed. We understand that the motor mounts were just replaced, but making a statement that we do not take accountability for our service work is not an accurate statement simply because you believe these 2 repairs are related, as they are not. Jacob, a consultant with over 25 years of BMW experience was assisting, and after the vehicle arrived Late Saturday the 28th, reached out Monday mid day, and asked for additional time to investigate the concern and provide an accurate diagnosis. He again reached out early Tuesday morning to update you, before you having the vehicle towed out that afternoon before we could even discuss how we could assist with pricing for the necessary repairs, which we still would be more than willing to do, and do so at a deeply discounted rate, including absorbing labor charges. All we asked for was a bit of time to ensure no detail was missed, as this was not an issue when your picked your vehicle up on 2/1//2026, and also while a loaner vehicle was provided to you. Again, we were more than willing to help, and remain so. Brad Vaill Guest Experience Director Celebrity Motor Car Company

BMW of Springfield - New Jersey responded

Steve, We are here to take care of our client's needs, and there would be no reason why we would ever look to turn business away. In order for our dealer to supply a loaner vehicle, it is the policy of our dealership, and more importantly the insurance carrier that covers our loaner vehicles, that each and every client that requires a loaner must provide valid insurance coverage that includes loaner vehicles. Unfortunately, you do not have that coverage, so that it why we were working on alternative methods of transportation for you in order to have your recall completed. We are in no way looking to complicate this situation, but attempting to do all we can to have your service completed and find other ways to assist you. If you have any questions or concerns regarding this issue or anything else at all, please do not hesitate to reach out to me directly at 973-319-3254. Thank you, Brad Vaill Guest Experience Director Celebrity Motor Car Company

CriS2K responded

This is a load of lies. BMW directly stated that the dealer should not charge me as the warranty specifically states PDR is free for unlimited use. My warranty that i paid over 3K for does not state deductible or cost limit or anything of such. BMW directly said that this is covered under my warranty and took care of the issue under my warranty, no questions or issue. They did not absorb anything as I paid for my warranty and that is included in my warranty. This dealership did not honor my BMW warranty terms or contract. Also BMW direct should give you (the dealership) less than $125 for this as the tech who came out to me took less than 10 minutes. You don't have the cost of travel as you required me to come in.

BMW of Springfield - New Jersey responded

We did not in any way mention a deductible. The information provided here is accurate and correct. Should you wish to fact-check this information personally, we welcome you to do so. You may contact BMW at the same number you called to have BMW repair the dent, provide your name and VIN number, and please ask if a claim was opened on your behalf, and the amount approved. The warranty process was followed by your consultant, who has 23 years of BMW experience. BMW made the decision to allow for a certain dollar amount, and would not consider raising the amount to meet the specialists', not the dealer's price for repair.

BMW of Springfield - New Jersey responded

Henry, Such action is not acceptable, nor a hallmark of our dealership. We are here to assist and answer any and all questions for each customer who reaches out to us. I would welcome the opportunity to assist you, and certainly learn more about your experience, and how we can improve. Please call me at 973-319-3254 at your convenience. Thank you, Brad Vaill Guest Experience Director Celebrity Motor Car Company