Complaints

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left my BMW X3 at the dealership for them to repair. **** I own the vehicle i.e. it is fully paid. After couple of days they called me and notified that the BMW got involved in an accident, as they were test-driving it. This happened sometime in the mid August 2022. On the same call they asked me to come by to pick-up a loaner BMW that I can drive. I am thankful for it. Last week MPI called me to share that my SUV has been totaled. This is a high stress situation for me and my family to look into buying another vehicle. I do not want to get into any debt during this time. Now the dealership is asking me to pay for the Invoice (almost $3400) for the service they performed just before the accident. * ** ********* *** ******* *** **** *********. The service that I never received and on top of that I do not have my SUV. So they are really harassing me to pay for their Invoice and have no concern that they got my vehicle involved in an accident and as a result, the vehicle is totaled. I asked the vice president of the dealership if they will compensate me, so that it helps my family to get another vehicle. The answer that I got is that MPI will compensate us for the damage. The vice-president said that they have already done enough for us, by giving us a loaner vehicle. * ** ********* *** ******* **** **** *** ********* ** ** **** At this point I am hoping that the dealership will understand that they either give me my vehicle back, so that I can pay their invoice. If they cannot, then at least compensate me to get another vehicle. It will be reasonable if they compensate us in the amount of at least $20,000. Then, we can, also, pay them for the repair invoice. ******* ******* ** ******* **** ********* ** ** *** ****** 

  Business response

  29/11/2022

  After reviewing the communications, invoices, and conversations with our management team below is a summary of our position. 

   

  We understand the following: 

   

  • Mr. ******* had a $5422.55 outstanding work order invoice from Birchwood BMW
  • this work was completed prior to the accident and the invoice was not paid
  • MPI has decided to total loss Mr. *******’s vehicle, the BMW X3 
  • He shared the settlement was approximately $20,000
  • This appears to be above market replacement value for a similar vehicle
  • Mr. ******* also shared that he is receiving parts only compensation from MPI for a portion of the $5422.55 outstanding invoice totaling $3395.55 (parts only) that is currently unpaid to Birchwood
  • The outstanding parts only invoice is $3395.55 
  • Mr. ******* agreed that if compensated by MPI for any portion of the invoice he would pay the outstanding balance 
  • Birchwood has already agreed to goodwill and absorb all of the monies he was not compensated for by MPI (labor)
  • In the past 18 months Birchwood has goodwilled a number of other charges and invoices relating to various repairs on this vehicle 
  • Mr. ******* was provided alternate transportation throughout the entire claims process

   

  Communication with Mr. ******* has been difficult.

   

  Birchwood does not have the ability to control decisions made by MPI to total loss a vehicle, as such we have no control over returning his vehicle to operation. 

   

  After further review Birchwood has prepared an additional goodwill offer for Mr. ******* in relation to his parts invoice. Please have him contact Steve ****** our General Manager for the details.

   

  This was a challenging situation with an accident involved.

   

  Thank you for bringing this situation forward, we appreciate your assistance. 

   

  Regards,

   

  Craig ******

  Customer response

  14/12/2022

   
  Complaint: ********  
  I am rejecting this response ******** *** *********
  
  Sincerely,
  
  Pawan *******

  Business response

  14/12/2022

  Communication continues to be difficult with this client.

  Here is a review of our understanding of this situation:

  • Market value or above has been paid by MPI for the X3 and the claim is closed
  • MPI deemed a comparable car could be purchased for the settlement
  • Mr. ******* did receive services in the amount of $5422.55 from Birchwood BMW
  • The parts were installed on the car and the work was completed
  • The invoice was provided for betterment recognition with MPI during the claim
  • The client had a vehicle to drive during the claims process
  • The parts portion of the remains outstanding, $3395.55
  • We are now willing to provide an extra $1000 in goodwill providing some stipulations
  • The reason behind this was to cover any potential shipping expense should a vehicle out of province be chosen as a replacement 

  The goodwill offer remains unclaimed and parts invoice remain as outstanding, we have offered instructions on how to claim these items with Steve ***** our General Manger. Providing Mr. ******* claims Birchwood’s offer, we will have covered a $5422.22 invoice and offered another $1000 in goodwill totaling over $6400 in value. With these measures we consider this matter closed.

   

  Mr. ******* is seeking an additional $30,000 over and above the insurance settlement/goodwill offer. We do not understand where he has incurred these losses or expenses. 

  Thank you for your involvement.

  Regards,

  Craig ******

   

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