Certified Benz & Beemer - Service Center

Certified Benz & Beemer responded

Dear smcdermott6583: We love to hear from our repeat customers!!! Thank you so much for your continued trust and confidence. We are also excited to be there for No. 4 and provide you with the same level of top notch customer service when you do.

Certified Benz & Beemer responded

Dear Ashmay13: We strive to provide our customers with exemplary service an we are so glad that you appreciated that from Rich and our team in the Service Department. We are grateful for your support and look forward to the delivering another 5 Star experience on your next visit.

Certified Benz & Beemer responded

It should be noted that this customer purchased a 2013 BMW X3 with 92,909 miles. At the time that she purchased the vehicle, she was offered the option to purchase an extended service contract to protect the vehicle beyond the 90 day/3,000 mile limited warranty that we provided with the vehicle. She declined to do so. It was only after the limited 90 day warranty expired that her vehicle apparently needed serious repair. This is unfortunate but can happen with vehicles that are 8 years old with over 90,000 miles. Even though Certified Benz & Beemer had no liability on this, we still tried to assist this customer with her situation. (Unfortunately, over time it has become more clear that our willingness to help this customer has been construed by her that we did something wrong). Be that as it may, we offered to find another cost-effective engine to replace the one in her vehicle. We offered to do so at our cost and then install it for her at a discounted rate. Alternatively, we offered to purchase her vehicle back for a price that CBB could get at an auto auction in its present state. Nevertheless, she declined those offers and insisted that we reimburse her in full after she had the vehicle for almost a year. After she hired an attorney, CBB continued to try to resolve the dispute with her. We even went to mediation in an effort to do so. However, this customer demanded that we purchase her vehicle back at the price she paid for it which is simply not reasonable after she had the vehicle for almost a year. We do our best to make our clients happy as our 9,000 reviews on DealerRater will attest, Unfortunately, we were unable to do so with this customer. Sincerely, Jack Schneider, Owner

ME Corral responded

Certified Benz & Beemer's response is an attempt to justify stealing money from a customer, I. TRUTH: service appointment made on September 21, 2019; car purchased June 25, 2019 - within the 3 months, and about 2400 miles. Smoke started on date of purchased. CBB misdiagnosed it as temperature sensor problem. Eventually, car's, now a smoke cloud, diagnosed as timing chain failure by BMW North Scottsdale. CBB towed my car from BMW N. Scotts to replace timing chain in the belief of it having "Lifetime Warranty." I DID NOT ASK CBB TO DO MECHANICAL WORK on my car - nor CBB asked me to provide proof of extended warranty prior to that. FACT: metal shavings fell into the engine while replacing the timing chain...and CBB refuses to be responsible for ruining the engine. While my car was being diagnosed and then serviced continuing at CBB, I was provided a "Loaner Car," which I paid for ($847 CBB Advantage good through 6/25/2020). CBB towed the "Loaner" away from my home and left me on foot. I never asked CBB to purchase my car back. I asked them to reimburse me for damaging the engine (refurbished quote $9774). CBB ONLY OFFERED $3000. Later, CBB offered me $5,000 with the stipulation that I remove my online reviews. Dealing with CBB has cost me additional $2000 attorney fees, totaling $18,623, half the cost of a used 2020 BMW 3X with about 15,000 miles. To date, CBB HAS NOT refunded me a single penny.

Certified Benz & Beemer responded

Dear Robert: We are so glad that you have shared with our customers about the benefit that you received from purchasing a maintenance contract. It's great that Rich was so helpful with your recent visit to our Service Department. Thanks so much for your support. Please do not hesitate to let us know when we can assist you again in the future.

Certified Benz & Beemer responded

Dear Tl'm S: Our top priority at Certified Benz & Beemer is customer satisfaction and your kind feedback concerning Collin and Richard helped to confirm our excellent service. We are grateful for your support and hope to have the pleasure of helping you again.

Certified Benz & Beemer responded

Dear Dank: Thanks so much for the 5 Star review! We are glad that we were able to get you in on such short notice and take good care of your problem. We appreciate your patronage and look forward to helping you again in the future.

Certified Benz & Beemer responded

Dear apatnelli: You are very welcome and we are grateful for your 5 Star rating! Thanks so much for sharing about the great customer service that Rich and the CBB Service team provided for you. Thanks so much for your business and we look forward to being there for you in the future.

Certified Benz & Beemer responded

Dear Jeff C: We really appreciate your 5 Star review and are glad that you liked our friendly atmosphere and delicious freshly baked cookies! We are grateful for your business as well as your recommendation of CBB to others. We hope to have the pleasure of helping you again in the future.

Certified Benz & Beemer responded

Dear GS: We are very disappointed to read your review as your experience clearly falls well below our standards. Our detailers and service advisors are trained on how a vehicle is to be cleaned prior to customer pick-up and we failed to do so properly in your case. Our Service Manager did attempt to reach you on more than one occasion to see what we could do to make this right but he was not able to connect with you and he left messages which, to date, have not been returned I would really appreciate it if you would take a moment to reach out to me so I can personally try to make this better for you. Sincerely, Jack Schneider, Owner

Certified Benz & Beemer responded

Dear pacemanjdv2015: We love to hear from our repeat customers! Thanks for sharing how well Morgam treats you on your visits to our Service Department. We really appreciate your continued patronage and look forward to providing you with another 5 Star experience on your next visit.