BMW of Springfield

BMW of Springfield 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 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 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

BMW of Springfield responded

Mr. Kelly, We do not solicit or compensate customers for reviews, they are left by our guests who choose to share their experience. As such, they are the thoughts of the individuals involved. At times, however, those experience may not always tell the complete story, as in this exact case. While we have discussed at length the semantics surrounding the terms used to describe the vehicle, and the "back and forth" referenced was in large part due to the $8,000 initial estimate for the body work you wished to have completed on a pre-owned vehicle. If you wish to use honesty as part of your feedback, then we ask that the entire story be told, specifically this part of my email to you on November 28th, at 2:36 pm, which stated, verbatim: "In the interest of doing what it right, I have spoken with our pre-owned manager, and we will offer to purchase the vehicle back and refund you entirely, including the shipping charges. I understand that you are ultimately unhappy with the vehicle, and we believe that you should not suffer any further loss and have an option that you will not have to compromise on." I did not receive a response until 7 months later, seeking additional paint correction work for close to $3,000, now on a vehicle that could have any number of additional defects. We offered to make you 100% whole on a purchase you were dissatisfied with, including additional shipping charges. I understand life events caused your focus to be on more important personal concerns, and I respect that, however we struggle with the use of the word honesty in a story only partially told. Our offer made was not just fair, it was intended to make sure you suffered no financial loss whatsoever. That is how an honest business operates.