ComplaintsforBMW of Westlake

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I noticed a tab was broken off a part when I opened the hood of my car because it would not start. It was not like that when I brought it in. The bolt is missing too. See pictures. Another cover was just laying on the engine and not properly attached. I also found this AC condenser O-ring laying in the engine compartment. Now I’m worried that the brake job was done poorly as well. This is not very professional service. I am very unhappy about it. The car started rough when I left the dealership, I drove it one more time and it was a rough start also and now it does not start. Now the battery does not hold the charge and I’m getting a terminal 15 in terminal 30 error related to coolant work they performed. They wanted to possibly charge me to get the car and look at their mistake so I asked them if they could at least reimburse me for the part and the labor to install it. They stopped replying. Matthew ********* in particular stopped responding.

  Business response

  08/23/2024

  Hello,

  I'm sorry to hear about this. Matthew briefly let me know last week about the situation and I told him to get the car back here so we could take a look into this. There would be absolutely no charge to the customer if there is anything we took off during the repairs and left broken/missing. We replaced the a/c condenser, performed a brake flush and replaced the front and rear brakes. We would be happy to look into the additional concerns of the battery and fault codes. I called Mr. ***** today and left a voice mail. 

  Customer response

  08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I returned a call from the service director, but he has done nothing and has offered nothing. They certainly did not mention the BBB when I spoke with them, so they have not contacted me regarding this complaint. 
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Business response

  08/28/2024

  I have reached out to Mr. ***** this morning and left a message. I will offer to have my shop foreman come out and take a look at the vehicle and jump start if possible so the vehicle can be brought to the dealership. Although the A/C condenser most likely does not have an effect on the condition of the battery we can confirm this with some diagnosis. We can also replace the broken charge pipe for the customer.

  Customer response

  08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I want the dealership to pay for the charge pipe they broke and the cost to install it. I will bring my vehicle to another dealership where I will also have them do a break inspection and look at the AC condenser because I do not trust any of the work that Westlake BMW performed on the vehicle now.
  

   Regards,

  ****** *****
  
  
  
  
   

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