Passport BMW Did not fixed my car correctly and made it worst because I complained to GM Marlow Heights Maryland

 I am writing this letter to inform you how dissatisfied I Jamilah Walker am with the service that I received from Passport BMW in Marlow Heights Maryland and I am sure that I am not the only one that would say this. My issues, frustration and being taking advantage of all started on January 3, 2014 with my BMW 645i being taken to Passport BMW due to my transmission malfunction light and engine light intermittently coming on at times. I then took my 645i BMW to Passport BMW on January 6th 2014. I explained to the intake service representative Patrick Mederos what the issues are with my car. The service technician ran a diagnostic test on my car and informed me that the software needed to be updated which he recommended it to be updated. I was also told that the coolant warning light illuminating due to leak coming from expansion tank. Expansion tank needs to be replaced and that is what was triggering the engine light to come on. I was also told the vacuum pump is beginning to leak but this was not something that immediately needed to be replaced sometime it takes 2 years before needing to be replaced. I was also informed that no permanent failures stored for the transmission, the technician thoroughly checked out the transmission to ensure there are no problems with it. The transmission is ok, nothing wrong with it. No transmission fluid leaking. That was all that was found wrong with my car at the time. I agreed to have the system updated due to him stating that this is the issue with the light coming because the system had not been updated since 2008. Following his recommendations, I had the software updated and the vacuum pump fixed at the time. I was also informed me that a 21 point inspection was performed in addition to ensure the issues of my car per Patrick Mederos.

After my car was in the shop for approximately over 1 week, I responded in to pick up my car and discovered that several other things were done to my vehicle without my consent including changing my left rear tire and lying on the paperwork that I refused an alignment which put my safety at risk due to my car shaking badly. I never refused an alignment because I never authorized my tire to be changed I informed Patrick Mederous that I would get the main work completed and come back to have the additional work completed. However, this caused me stress when leaving the service center because I felt that something would happen to my car after so many complaints. Approximately over 1 week later, I drove my car a few times putting very little miles on it. I then noticed my car still was not riding as usual and the engine light came on which it had in the pass. I contacted Patrick which he informed me to bring the car back in. He ran another Diagnostic Test on it. He informed me that the Crank Shaft Valve was cracked. He recommended me getting it fixed. This caused me more stress and I had to get my Boyfriend (Mr. Atkins) to contact Fred The service Manager on my behalf to try come to a compromise on getting this fixed. Mr. Fred's conduct was unprofessional and which he made some inappropriate comments. This caused me to personally take time from my schedule to come and meet The GM (Joe Long) to discuss the aforementioned issues. Mr. Long who is the GM was very professional and assured me that he would look into the matter. He contacted my boyfriend and me very quickly and we were able to compromise on the cost to get the Crank Shaft Valve repaired because this was another issue that came about which should have been caught during the diagnostic. This relieved the issues to my satisfaction at that time.

Once the work was completed I picked up my car after being in the shop for approximately over 1 week again. As I drove off the lot, I was wondering if my car was going to have more issues due to the level of complaining that was done. I wanted to have faith and trust in BMW's skilled Mechanics that they properly diagnosed and fixed the problem but I was skeptical for various reasons. I drove my car with no long distance traveling. On average, I may put approximately less than 30 to 40 miles on my car per day. Approximately 1 week later, I noticed my Transmission light coming on again. This caused me more stress and I started to cry out of frustration because I felt this would happen because I complained and the service manager Fred Gelinzky got fired for his action. I called my boyfriend and told him this is too much for me to handle because my car's transmission light came on again. He calmed me down and told me to contact Patrick. Patrick told me to bring the car in and he ran another diagnostic test on it. My car had been in the shop for over one week and once again and he contacted me on Tuesday February 18th 2014. He informed me of more bad news which was very hard to accept. I was told that the diagnostics test showed that my transmission needed to be replaced and it would cost over $6500 from the same issue that I was having from day one when my car was brought there.I am outraged that I was informed about this. My car had been in and out of the shop since approximately January 6th, 2014.

Approximately 50 days had lapse since January 3rd 2014. My car was in my possession approximately 22 days and Passport BMW had my car at the shop for the other remaining days. This had caused unnecessary stress on me and a financial burden of approximately 1000.00 being paid within that time on my car repairs recommended by the BMW Staff. I have done my part as a customer to report these issues and it seems to get worse for me. I feel that I have been a victim since I complained about my car being in and out of the shop for the same reasons and because the service manager got fired for his actions which were not the first time he has behaved like this to other customers per Mr. Long. Patrick had informed me that The New Service Manager Joey requested assistance for a "Good Will" from BMW of North America to step in and help me due to my car being in and out of the shop for the same issues and because they did not perform good service on my car and the complaints that I have because I was told that my car transmission was ok but now after complaining it needs to be replaced is appalling.

I am pleading and respectfully requesting that BMW of North America step in and handle this matter on my behalf at no cost to me due to the multiple times my car had been in the shop within a short period of time with the same issues that were previously reported. Here are the facts. My car had been in and out of the shop within a short period of time since January 3rd, 2014 thru Feb 13, 2014 for the same issue but every time I bring it back they find a new issue that was not there when they performed the diagnostics. My car had been driven very short distances and very little miles were put on it after picked up from the shop and me being told that nothing is wrong with my transmission. I followed the Technicians recommendations at Passport BMW.  I incurred a considerable amount of loss in currency, loss of time from work, loss of time from school and frustration with lack of the ability to concentrate. I don't have the money to put this much into my car after I was informed that my transmission was ok it was a system upgrade that was need. If this situation happened to you the reader or your family member you would be frustrated and feel that you did not receive the proper treatment as well.  On February 20, 2014, I received an email stating that BMW would pay 25% which still leaves me a 5700.00 bill is obscured after being told that my transmission is ok is not acceptable to me, nor is it a fair negotiation for all the problems I have been through and my car is worst than when I brought it in to be fixed.   

Sincerely

Jamilah Walker