[Swordpenguin]

Tell BMW NA and the dealer that you intend to hire a lawyer. They'll change their tune really quick...

You're clearly in the right. Id consider contacting a local news network. That is just ridiculous bad faith from that dealer.

Don't let them win, imo. Sorry to hear you going through this.

[xylodan]

Originally Posted by swreefkeeper

If it makes you feel better I had a 2020 Rubicon Recon edition and that was what was lemoned out. Happens to all manufactures, just some more than others. I know from reading the forums it seems I hear way more for Jeep. Hardly hear about it with BMW.

My Jeep's had their issues, but they were handled professionally with good communication along the way. If I had this level of an issue with a Jeep, they'd have me in a new one and feeling good about Jeep's in a week... BMW is taking pathetically long and as I'm relocating to a different state they seem to be trying to wait this out hoping it will just go away. I already delayed my move one month due to this car being in service for 28 days, paying rent in two places and they say "the review process takes 20-25 days."

I'm so beyond frustrated.

[swreefkeeper]

Originally Posted by xylodan

My Jeep's had their issues, but they were handled professionally with good communication along the way. If I had this level of an issue with a Jeep, they'd have me in a new one and feeling good about Jeep's in a week... BMW is taking pathetically long and as I'm relocating to a different state they seem to be trying to wait this out hoping it will just go away. I already delayed my move one month due to this car being in service for 28 days, paying rent in two places and they say "the review process takes 20-25 days."

I'm so beyond frustrated.

Must be the luck of it. Jeep was not much help during my process. They only did it because they were legally obligated. It took almost 3 months between waiting for checks, giving them a last chance to fix it, etc. Not saying BMW is doing things right by any means it just a crappy process. I would send legal notice you are starting the lemon law process or whatever your state requires. Hopefully you do not need to get an attorney involved as that will drag it out longer.

[xylodan]

More venting. This is comical at this point.
The first BMW NA guy would take 3-5 days to respond, if he did at all. So they escalated to another guy. I emailed him last week, no response. So I email again this week and I get an auto-responder that says he's no longer employed by BMW.

I swear I got the crappiest CPO ever with the crappiest BMW NA first level responder then escalated to a guy who was so bad he probably got fired last week... And I find out about this by following up over email...

I called them first on May 14, they finally agreed to have a formal review 3 weeks ago when they said they would try to hurry it along, but could take 20-25 days...

I paid an extra month rent in San Jose, CA (you can imagine how much that was) while my car was in service and had to hire movers instead of using a trailer and two trips and doing it myself as I had planned. This car has cost me thousands of dollars. I seriously doubt there's anything they can do at this point to rectify the situation... The car and the humans I've encountered thus far are completely incompetent.

[JJ 911SC]

Time to do a YouTube video...

[3lucidus]

maybe drop an email to Sebastian Mackensen sure big Seb would love to hear your thoughts... worked for me with AU CEO.

[brettl]

Have you thought about reaching out to Hendrick automotive, the owner of the dealership? You can look at LinkedIn and perhaps find some execs there that you can plea your case to. From a corporate point of view, they likely don’t want the bad press. There might be someone there with a title like Vp manufacturer relations. I’ve visited bmw east bay during my various car hunts and wasn’t overly impressed. Your experience insures I won’t go there again. Sorry this is happening to you. Your experience is making me wonder if they knowingly sold you a defective car? Maybe the previous owner went to return it as a lemon and the conversation stopped short of saying citrus. You can use words like ‘recapitalize the lease/financing’ to get around the awkward lemon discussion…

[wannabeX3owner]

Originally Posted by brettl

Have you thought about reaching out to Hendrick automotive, the owner of the dealership? You can look at LinkedIn and perhaps find some execs there that you can plea your case to. From a corporate point of view, they likely don’t want the bad press. There might be someone there with a title like Vp manufacturer relations. I’ve visited bmw east bay during my various car hunts and wasn’t overly impressed. Your experience insures I won’t go there again. Sorry this is happening to you. Your experience is making me wonder if they knowingly sold you a defective car? Maybe the previous owner went to return it as a lemon and the conversation stopped short of saying citrus. You can use words like ‘recapitalize the lease/financing’ to get around the awkward lemon discussion…

Yup, this is an excellent idea. Sometimes the only solution is do an EECB (executive email carpet bomb). I can vouch that this works. The tricky thing is getting the exec’s emails since they like to keep it from customers with problems. I find that putting these companies on blast on social media sometimes gets responses as well. If all else fails, file a complaint with the BBB. Good luck with everything.

[brettl]

Try: jane.doe@hendrickauto.com Courtesy of rocketreach.com. Other options shown, just google ‘email nomenclature for abc’ company
also- nbcbayarea.com, select consumer complaints, might be worth trying. I'd imagine things get solved before the news truck sets up in front of the business. my (unsolicited and unprofessional) advice would be just make sure you're clean as far as being friendly and professional with the dealership, you don't want them coming back at you on TV....

[xylodan]

Thanks for all the help and ideas. The ridiculous thing is that when I found out about the third needed repair and that it would be in service for 28 days after two weeks of ownership I just wanted to return the car and get a new one at 10% off MSRP and I would have been satisfied. Now because of them dragging it out it's cost me thousands and I could have just traded it in and got a Toyota and been done with this headache...

But damn, principle...

Okay, on to firing off a few emails and calling me new contact at BMW NA who didn't respond to the email I sent her yesterday. Time to call in to the 800 number and find out her phone number.

[hooch888]

Originally Posted by Swordpenguin

Tell BMW NA and the dealer that you intend to hire a lawyer. They'll change their tune really quick...

Nope, BMW has an army of lawyers itself, he would stand no chance, especially with the US "justice" system heavily biased towards big businesses.

CPO or new, BMW is definitely emptying its customers pockets shamelessly, thanks to lousy US consumer protection laws - in Europe BMW dealers and the company itself behave very differently.

[jacko15]

US consumer protection=Caveat Emptor

[keithguido]

Whats status of the car? Do you have a loaner?

[xylodan]

Originally Posted by keithguido

Whats status of the car? D you have a loaner?

I'm driving it. At this time it just has a vibration in the drivetrain. It's scheduled for service next week. I will have a loaner, but it's not a car I can put my dogs in or that I can put a lot of miles on and I drive a lot of miles and use my car for work so it's not really a suitable situation.

Next car will be an infiniti qx60 or I'll go back to Jeeps. I have no interest in driving a vehicle that's backed by a company that won't quickly support a return when it needs 3 repairs, and spends 28 days in the shop after 10 days of driving. And then when you get the car back and needs a fourth repair, to make me wait 4-5 weeks while they determine if they'll do a buyback is utterly ridiculous.

[xylodan]

Fun update! Still waiting on BMW NA to decide to refund me for the car.
Brought it into service for the vibration and they think it's the motor mounts.
They also let me know the rear brakes were worn and need to be replaced. Shouldn't they have been replaced during the CPO inspection if they were just a few months or a few thousand miles away from needing replacement?
3 months of ownership, 31 days in service and 5 repairs. What are the odds that they replace the motor mounts but still have a vibration at low RPM? I think they're pretty high.

And BMW NA taking more than a month to offer me a refund.
To think 1.5 months ago I offered to sell them the car back and I'd buy a new one that was $67k at 10% off MSRP and they wouldn't do it.

[xylodan]

They finally offered to buy it back. I was hoping for perhaps a little incentive to get in a new one since I did like the car aside from the bad luck of the 5 needed repairs in these first few months, but they didn't even offer an apology for the inconvenience of selling me a flawed CPO... Just an arrogant attitude acting as if they are doing me some huge favor... Bye bye BMW.

[kscarrol]

Ugh, sorry to hear but somehow not surprised given the dealer response. They should have gone to bat for you but really didn't care. BMWNA's management of the dealership network is a real shortcoming of the brand.

[M40i4me]

Stick to your guns. Threaten the lemon law and a law suit. You will win and they will loose. You have all the documentation. They are trying to wear you down, so a nuclear melt down is warranted. Time to be nice is over! Once they buy it back, run with the check and don’t look back and buy something else new, any brand. Post a review of the dealers mis-treatment on a site that will implicate them directly. Bad reviews are a dealers Achilles heal. They will be happy to pay you off and your stress can be better spent worrying about you and your family’s well being. They want you to give in, please don’t let them win…..

[383vett]

There is no need to get emotional, threaten with lawyers or complain to the dealership. If your car qualifies as a lemon in your state, contact BMWNA, explain the situation, fill out a few forms online and get your check. I did that with my 2018 M40i. It was a very pleasant experience and after over 2 years and 19,000 miles, I received everything I paid for the car including taxes minus 2K in 5 weeks. Make sure your car qualifies under the criteria. If they told you your car would be in the shop for 28 days, let them have it and drive a loner. That will put the car over the repair day limit. Document everything and keep your service records. Most importantly, keep your cool.

[xylodan]

As I mentioned, BMW NA is buying the car back so there's not really any litigation to be had.

I don't like them, they don't like me. They are doing the bare minimum that the law would require them to do and we are parting ways.

There's really nothing else to be done. As I said, I would have liked to have a new car on a platter and they know I was willing to kick in the $15-$20k difference to make that happen. But if I'm going to be forced to go through the annoying and tedious process of negotiating a deal on another car purchase starting at MSRP I'm just not willing to do that with BMW given how unapologetic they have been about delivering a car that did not live up to their CPO promises. It feels to me like they simply think I have buyer's remorse and that they are doing me a favor by buying it back. It's a crappy way to treat someone who's been so loyal to the brand. Not anymore...

[swreefkeeper]

Originally Posted by xylodan

As I mentioned, BMW NA is buying the car back so there's not really any litigation to be had.

I don't like them, they don't like me. They are doing the bare minimum that the law would require them to do and we are parting ways.

There's really nothing else to be done. As I said, I would have liked to have a new car on a platter and they know I was willing to kick in the $15-$20k difference to make that happen. But if I'm going to be forced to go through the annoying and tedious process of negotiating a deal on another car purchase starting at MSRP I'm just not willing to do that with BMW given how unapologetic they have been about delivering a car that did not live up to their CPO promises. It feels to me like they simply think I have buyer's remorse and that they are doing me a favor by buying it back. It's a crappy way to treat someone who's been so loyal to the brand. Not anymore...

Same exact thing happened when Jeep bought back my Wrangler Rubicon Recon edition. Took 2 months, no offer for a new car or anything. I signed some papers got a check and gave them the keys and never heard another word. All manufacturers are like this. Just be happy you didn't have to get attorneys involved. I was lucky I did not have to but it took some time.

[383vett]

Originally Posted by xylodan

As I mentioned, BMW NA is buying the car back so there's not really any litigation to be had.

I don't like them, they don't like me. They are doing the bare minimum that the law would require them to do and we are parting ways.

There's really nothing else to be done. As I said, I would have liked to have a new car on a platter and they know I was willing to kick in the $15-$20k difference to make that happen. But if I'm going to be forced to go through the annoying and tedious process of negotiating a deal on another car purchase starting at MSRP I'm just not willing to do that with BMW given how unapologetic they have been about delivering a car that did not live up to their CPO promises. It feels to me like they simply think I have buyer's remorse and that they are doing me a favor by buying it back. It's a crappy way to treat someone who's been so loyal to the brand. Not anymore...

A manufacturer's response to a lemon law claim is cut and dry. If the car qualifies, they are required by law to take the car back and reimburse the owner for what he spent minus the mileage. To expect a manufacturer to vary from their lemon law reimbursement protocol to give a customer a better deal on a new car is unrealistic. They have funds set aside to specifically address lemon law claims. I actually enjoy the "hunt" of purchasing a new car. Good luck with your claim.