Jeff Cline

BMW of Tigard responded

Hi Jaclyn, we're very sorry that you had a negative experience with our team. Our service manager has worked to take care of your vehicle and it is ready for pick up today. Our leadership team will be meeting with you as you pick up your vehicle, so we can apologize in person and make sure everything is resolved to your complete satisfaction. We very much value your business and hope we can continue to earn your business going forward. Sven Wood General Manager Kuni BMW

sreinha responded

Update: Jeff Cline and David Fernando have both been very responsive and helpful and are working to resolve the issues I’ve pointed out.

BMW of Tigard responded

We are disappointed to hear this was your perceived experience. It is our priority to deliver outstanding service to all of our valued customers regardless of race, ethnicity, nationality, or any other protected category. As part of a preliminary investigation in to this situation, it appears your vehicle had been ready for pick up for several days and our team was asking you to return the Kuni BMW Service loaner, to avoid incurring extra fees (which is a standard practice and part of our loaner car agreements). You and your brother kept insisting that you should not have to bring it back for another several days, but that loaner was committed to other service customers, so we needed it returned. This was shared with you politely and is, again, very standard practice, but unfortunately you and your brother took exception to that. If your perception is that those late loaner return charges were in some way a racist act, that is unfortunate, but I can assure you that any customer with a similar situation of not bringing a loaner back for several days after their vehicle is repaired (without good cause) would be addressed in the same way with the same fees. It is also important to note that our service manager agreed to waive those fees once you and your brother finally bought the car back. In discussions with witnesses to the discussions you had with our service director when you did finally come in to return the loaner, we have not found any evidence that there was any racism involved, or indeed any unprofessional behavior. We have also reviewed video footage of the interaction in our service drive and reviewed all recorded calls that occurred with you and your brother and found no evidence of anything improper there. Despite our initial findings, I hope you provide us with the opportunity to review and discuss the specifics around your interaction with our team; we take any feedback like this extremely seriously. Please contact me directly, Sven Wood, General Manager, at 503.781.5040. Thank you.