BMW of Catonsville - Service Center

BMW of Catonsville responded

Hello, we're happy to hear you had such a positive experience with our team! If you have any further questions, please give us a call. We're always happy to help!

BMW of Catonsville responded

TonyH We take all customer concerns seriously. Our records indicate your car was first towed in on June 2nd. You reported you noticed a faulty battery warning on the dash. No other concerns were raised by you or observed by our technician. We performed several diagnostic tests which showed the battery was faulty and a fault code was stored in the diagnostic memory. We replaced the battery and rechecked the diagnostic tests and no fault codes were present. The car seemed to be running fine and it was then picked up by you. The car was subsequently towed back in on June 8th and you reported it had quit running. When we were able to get it running, an internal engine noise was noticed and it was determined that most likely a crankshaft or camshaft is binding, probably from a failed bearing. We believe the car originally stalled before the 6/2 visit and the already weak battery was not able to start the engine. The new battery was strong enough to keep the car running until the bearing completely failed and at this point, the engine needs to be replaced. In reviewing our records of the 6/2 visit, there was nothing that would have indicated the engine was failing. Regarding the bent tie rods that you mentioned in the review, as you are aware the tie rods were damaged by the tow company you hired to tow the car to us and the tow company paid for the tie rod replacement. Lastly, regarding the loaner, once the tie rods were replaced, we requested the loaner be returned as no other work was authorized by you.

TonyH responded

The only thing in your response that is factual was that my car was towed in on June 2nd. Everything else after that is fictitious and again questions your integrity, credibility and professionalism. In your response above you stated, when I had my car towed in, I reported noticing a faulty battery warning on the dash, which is totally untrue. Per my invoice #937915, dated 6/2/21, in section heading "Engine Electrical" it states what I actually reported to Jamie Brenneman, Service Advisor, which was "customer states he was driving and noticed with foot on gas, vehicle would not accelerate...looked down and car was in neutral; pulled over and car would not start. Towed in." I had no clue why my car stopped running, as I am not a mechanic and which is why I had it towed into the dealership, agreed to pay $185 for a diagnostic test to pinpoint what the problem was. I didn't report a faulty battery on the dash; your high-tech diagnostic equipment determined it was a faulty battery. In your reply, you stated you replaced the battery and rechecked the diagnostic test and no fault codes were present. You failed to mention I paid $725 to reprogram the vehicle, which was also performed. And still there was no "check engine" light or any other engine-related codes that would indicate there was a problem with the engine. You also failed to mention the car was test-driven by your service technician, and not one mention of any internal engine noise, sounds, knocking, putting, misfiring, stalling, hesitation or anything was noticed during the test drive. However, the technician noticed the steering issues, which was caused by the bent tire rods which I agreed to replace due to the fault of the tow driver. In your report, you stated the tow company paid for the tire rod replacement, which is also untrue. I paid for all services rendered ($2079.77) to my vehicle and have not received any reimbursement from the tow company to date. After replacing tire rods, my vehicle was once again test-driven to confirm repairs and not one mention of any indications of a damaged engine. In your report, you stated "the car seemed to be running fine and was picked up by me on June 8th. The car was subsequently towed back in on June 8th and you reported it had quit running, an internal engine noise was noticed." I have documentation that my car was towed to the dealership on June 2nd, and I picked it up on June 11th. So therefore, how was my car picked up on June 8th when my documentation clearly shows it was picked up on June 11th? It was in your dealership from June 2 - June 11, which was a very long time to change a battery and replace bent tire rods. As I stated, I picked it up on June 11th with documentation showing my car was running fine, no faults, test driven, cleared of all faults to confirm repairs. And only to have it towed back in June 12 (the very next day). I was then told it was the starter and would cost $2100 to replace. That's when I reached out to the manager, Mel Cuesta. Another fictitious statement you stated in your report is "we BELIEVE the car originally stalled before the June 2nd visit." Since we want to go with the belief theory, I believe one of your technicians thought my car was there for an oil change, drained the oil out, later found out it wasn't there for an oil change, forgot to refill the oil, and during the diagnostic and test drive, the engine damage was done. You, yourself put in your report, "in reviewing our records of the 6/2 visit, there was nothing that would have indicated the engine was failing." I 100% agree because there was nothing wrong with my engine. And to your last statement, the tire rods were replaced during the first visit; that loaner was returned on 6/11. Another loaner was issued to me on the June 14 when the car was towed back for the second time and no one knew what was wrong with the car. I was harassed to return the loaner on July 7; however, my car is still at your dealership and I was left without transportation to maintain my livelihood. Where has my concerns been taken seriously, as you mentioned in your opening statement? In sum, you have no documentation to support your response; however, I have printouts, receipts, and videos stating my car was running fine, repairs were confirmed and to come pick up my vehicle. I spent $2079 on a car you’re now saying had a blown engine when it was first towed in. How is it possible to put a car on diagnostic (twice!) and not notice a blown engine? For as intelligent as this ultimate driving machine is, it is highly unlikely that this would have been missed; however, it is not unlikely that your dealership is responsible for the demise of my vehicle. This has been the worst experience I have ever encountered at a dealership and I am appalled at the manner in which I have been treated and how you want to shift the blame on me. I have habitually brought my car to your dealership for service, so I question the validity of the service inspections performed by your technicians. I provided a detailed timeline and you all failed to take the time to review the paperwork and at least get the dates and facts correct. You listed all of these recommendations for ‘peace of mind’; however, still made no mention of any engine issues. Per BMW of Catonsville’s Commitment: “…peace of mind. So we take extra time necessary to analyze your vehicle’s health to make sure it is operating at its optimum level. This complete bumper-to-bumper inspection report will help you better understand your vehicle’s performance and health.” Obviously, your commitment statement doesn’t apply to me.

BMW of Catonsville responded

Hi, thanks for your great review, and for giving our dealership such a high star rating! If you have any additional needs or questions, we will be more than happy to assist you! Safe travels!

BMW of Catonsville responded

Hi, we strive for a high level of customer satisfaction in all aspects of our dealership. Please let us know if you have any additional questions about services you received and thank you again for choosing BMW of Catonsville!

BMW of Catonsville responded

Hi, thanks for your great review, and for giving our dealership such a high star rating! If you have any additional needs or questions, we will be more than happy to assist you! Safe travels!

BMW of Catonsville responded

Hi, we're so glad that we were able to go above and beyond your expectations! If you have any additional needs or questions, we will be more than happy to assist you! Safe travels!

BMW of Catonsville responded

Hi, thanks for your great review, and for giving our dealership such a high star rating! If you have any additional needs or questions, we will be more than happy to assist you! Safe travels!

BMW of Catonsville responded

Hi, thank you for your support! We're happy we could help. If you have any additional needs or questions, we will be more than happy to assist you! Safe travels!

BMW of Catonsville responded

Hi, thank you so much for your feedback! Our team will be very happy to hear about your kind words and high star rating! If you have any additional needs or questions, we will be more than happy to assist you! Safe travels!

BMW of Catonsville responded

Hi, thank you for your feedback. We're thrilled you found our team knowledgeable and the whole experience pleasant and easy. Thank you so much again for choosing BMW of Catonsville as your first choice for service!