ComplaintsforPerillo BMW, Inc.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 02/01/24 Amount of money paid to Perillo $1363.29 Expectations: To stop my vehicle from overheating.What is the nature of the dispute is: After agreeing to the $1363.29 service to resolve overheating, ongoing issues persisted with the coolant fan running at high levels. The persistent overheating issue was identified on March 10, 2004, after I brought the vehicle back to Perillo. It was found to be due to a missed water pump failure in the initial repair. Essential components were overlooked during the service, and the subsequent quote for water pump replacement did not include replacing the thermostat as recommended. The incomplete work failed to address the root cause of the overheating, indicating a lack of thoroughness by Perillo. This situation felt like a bait-and-switch tactic, pushing me to spend money despite knowing the repairs wouldn't solve the overheating issue that led me to seek their service.Whether or not the business has tried to resolve the problem: I had a conversation with the manager, Israel, who made an effort to offer me a discounted rate lower than the initially quoted price for the service aimed at resolving the overheating issue. This service would involve the installation of a new water pump and thermostat. Despite the discount, the revised amount remained unreasonably high.Was this advertisement related: No

  

  Business response

  07/09/2024

  To Whom It May ************* am sending my response to the complaint files by ***************************.
  Attached please find the letter that ***************** sent to our Service Director, ******************************* on March 20, 2024.  As you will see, my service director ******************************* responded by email (copy enclosed) on March 22, 2024.  ***************** was not satisfied with my Service Directors response, and went on to file a complaint with the Illinois Attorney General (enclosed)
   Once I received ********************* complaint, I had her file brought to my office along with our service director, service advisor, and service technician.  After reviewing all of the information in ******************* complaint to the Illinois Attorney General, I issued my response which I have attached for your review.
  As you know, I have been a dealer for 48 years, and have an impeccable reputation.  I was awarded a ****** of ********** award, an honor only given to 8% of dealers.  I credit this honor to my  employees who are all instructed to treat all customers as they would like to be treated, the Golden Rule.
  I am hopeful that after reading the attached documents, you will conclude that ******************* complaint is not valid, and has already been addressed in her previous complaint.
  
  Sincerely,
  ****** Perillo 
  
  

  Customer response

  07/10/2024

   
  Complaint: 21954051
  
  I am rejecting this response because:

  
  While **************** ********************** may maintain that his company's dealership reputation is flawless, the service department's competency falls short of expectations. Disregarding my entire complaint as "not valid" reflects poorly on **********************'s customer relations, an issue that requires immediate attention. It is important to mention that I only received Mr. **********************'s response from the ************************* today.
  
  Furthermore, there are discrepancies in the timeline provided. My vehicle was supposedly repaired for overheating on February 01, 2024, as confirmed in the text message from *******. Mr. **********************'s focus on the date of my car's return, March 18th, appears misplaced. The need for the car to be returned shortly after the supposed repair on February 01, 2024, does not speak well of the quality of the initial service. Despite my communication with Israel two weeks after the initial service about ongoing issues with the coolant fan, the problem persisted, resulting in continuous fan operation and overheating on March 10th. The overheating indicator prompted me to return the car to **********************, with March 18th being the earliest available return date.
  
  Before taking the car to ********************** for repairs, a coolant hose clamp had detached due to overheating. I temporarily secured it with a non-*** clamp to prevent leaks during towing. Discussions with three certified *** technicians and *** ************* headquarters revealed that a detached hose, coolant leakage, and overheating are signs of a potential water pump failure. While the temporary measures prevented coolant leaks, they did not address the underlying overheating issue, a fact the technicians failed to communicate until now.
  
  The crux of the matter lies in ************************************* failure to clarify the possibility of ongoing overheating despite **********************'s technicians completing the work, which was misleading. Despite sharing my personal circumstances and the importance of having a reliable car for school, ******* assured me that the overheating issue would be resolved. This situation underscores a recurring issue at **********************, where service staff like *******, incentivized by commissions, may manipulate prices and services to the detriment of the customer.
  
  If Mr. ********************** is instructing his staff to "treat customers as they would like to be treated," it is perplexing why he struggles to acknowledge his service team's significant error. Prioritizing the customer should involve asking how to address the situation. I believe I have been nothing but reasonable in requesting that the company install the parts that were not initially disclosed to me when I brought in my car for repairs, without charging for labor. Instead of engaging in a resolution to this BBB complaint, Mr. ********************** appears content to refer me to past emails containing excuses for his service team's incorrect diagnosis of my vehicle. My request for a resolution remains unchanged. In light of the circumstances, I respectfully request to be billed solely for the cost of the parts required for the water pump and thermostat replacement, excluding the service fee. Additionally, I kindly request a price match on the parts, as other certified *** technicians offer them at a lower cost.
  

  Warm Regards,
  
  ***************************

  

  Business response

  07/16/2024

  Im sending you this letter with my response to complaint #********
  ****************** wrongfully states that there were discrepancies in the timeline.
  Our response:
   We were that we were unable to confirm any discrepancies. The vehicle was first brought in on January 24th. 2024 and picked up on February 1st 2024 (invoice attached for your review).  She states that the vehicle was brought in shortly after the initial repairs were completed. 
  Our response:
  We disagree with that statement, the vehicle was brought back in 47 days and 777 miles after the initial repair was completed. 
  ******************* also stated that she had communicated a fan issue to our Service Manager, ******, 2 weeks after the initial repairs.
   Our response:
   We have no record of her reaching out to any of our personnel prior to her email addressed to Israel on March 21st 2024. 
  ****************** suggests that we misdiagnosed her vehicle during her initial visit. She goes on to suggest that the water pump was the root cause of her issue. 
  Our response:
  We disagree, after diagnosing the vehicle during the initial visit. We confirmed that the vehicle was leaking coolant causing the vehicle to overheat.  The water pump was operating as designed, and no other issues were found at the time. If in fact we would have confirmed that the water pump had failed we would have reported this to her and quoted the repair. After completing the initial repairs we test drove the vehicle and found no other issues. The vehicle did not overheat and no longer was leaking coolant.  We would like to reiterate that the vehicle went 47 days and 777 miles before the water pump failed. If the pump was in fact the root cause, the vehicle would have overheated immediately. There is no way that the vehicle would have gone 47 days and 777 miles. 
  Furthermore, we would like to point out that the vehicle initially came in because it was overheating due to a coolant leak. When the vehicle was brought back in for the second visit, 47 days later, there were no coolant leaks found at that time. After diagnosing the vehicle we confirmed that the water pump had failed. The vehicle was overheating because the water pump was no longer pumping coolant to the cooling system. Bear in mind this is a 12 year old vehicle with ******* miles on it and because of that many unforeseen issues could develop at any time. 
  ****************** states that ******* failed to let her know that there could be issues down the road. Please be aware, there is no way for us to know what mechanical failures may be coming down the road. 
  Our response:
  ******* did in fact let ****************** know that it was an open ended repair via text message (text message attached for your review). We also made a note on the initial invoice stating that this is an open ended repair due to the vehicle overheating (invoice attached).
   ****************** suggests that ******* may have manipulated the pricing to increase his commission.
  Our response:
   This is not true. ******* is not the Technician working on the vehicle. ******* is a service advisor who simply relays our technician's diagnosis of the vehicle to the customer. In closing, we feel that ******************** request is unreasonable. We have provided supporting documents confirming that we did nothing wrong. The cooling system is made up of several components. If we were to quote every possible component that can fail down the road that would be an injustice to our customers. We only quote repairs that we can confirm have failed. As we did for ******************.
  
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requested black vehicle. ***, salesperson recommended carbon black. (He should have only presented black sapphire since carbon black is navy blue.) I arrived at Perillo 5/17 *** began paperwork and gave the total needed for a check for the remaining balance (roughly ****** plus my 2019 x7.) My husband said to me, Why have they not shown you the (new) car? In hindsight, this was a red flag. I had to specifically request to see the new X7; it was parked upstairs in the covered garage rather than displayed in natural light. I told *** very clearly right away that this color was not what I expected and it was too blue. *** said multiple times the car is ***** & said the lighting in the garage gave it a blue tint that wouldnt be there in other lighting. I trusted these claims which ultimately were dishonest.The car is even more navy blue than in the garage. **** comments about the lighting were misleading.It was roughly 3 pm 5/17 when I left the dealership with the car. At 9:19 a.m. Saturday I texted ***- asking to exchange the car for black.I said the claims about the garage lighting were false. Multiple calls and texts unreturned.one text I received said, Good morning *****! I know it looks dark navy in the sun but trust on most days it really does look black.Please wait for some clouds to come and youll be like, hmmm, its black! Would you really want two black cars sitting in the driveway? This is gaslighting. I said in response to the previous quoted text, I did in fact want two black cars in the driveway.Perillo has a disturbing pattern of ignoring me. I was told via text it would cost me $11,781 to get a black vehicle since the navy blue vehicle I drove home was no longer new. I asked for fees to be waived or lowered since *** lied about the lighting. Thursday evening I asked *** via text to have a manager call me Friday.Friday 5/24 no call received.I emailed *************************** 5/28 & 5/29 and asked for a confirmation email was received. Zero response

  

  Business response

  06/05/2024

  Hello,

   

  Please read the attached response from Mr ********************** regarding ********************** complaint.  In addition, we have attached a few additional supporting documents.

   

  Thank You,

  ***************************

  Assistant to ****** ********************** 

  Customer response

  06/06/2024

   
  Complaint: 21775091
  
  I am rejecting this response because: *** absolutely made misleading claims about the lighting in the garage making the car look blue.  I told *****, the first employee to show me the vehicle I didnt like the color.  ***** appeared concerned and uncomfortable. I told him I would talk to ***. I felt empathy for ***** since it was not his sale. I asked to see the vehicle again with *** and said I did not expect or like the color.  *** should have taken the time that day to help me order a black sapphire X7 instead.  I would have agreed to forfeit my deposit on the carbon black (navy blue) X7.  Mr. Perillo points out that I signed the documents and took the vehicle but that was solely because *** claimed multiple times that the garage lighting made it look blue.  He said to me things like, The name is carbon BLACK. He pointed to a white vehicle and said it was given a blue tint from the lights.  He extensively explained to me that though it looked quite blue in the garage (which I didnt like) it would not be that way in natural light.  I trusted his statements which turned out to be false.  These were misleading statements designed to convince me to take the car.  I would absolutely not have paid for and taken the car had he not made these false claims to pacify me when I expressed displeasure at the appearance of the vehicle.  I absolutely would have waited for a new vehicle to be ordered, continued to drive the one I owned, and given up my deposit on the navy blue vehicle. As you can see from texts included I have been very clear that these misleading statements are the worse part of this experience. And his flip reply Would you really want two black vehicles in the driveway?  Yes ***.  Thats what I asked for originally, a black X7.
  
  Sincerely,
  
  *************************

  

  Business response

  06/12/2024

  Hello,

   

  Please see the attached response from Mr ********************** dated 6/12/24.

   

  Sincerely,

  ***************************

  Customer response

  06/17/2024

   
  Complaint: 21775091
  
  I am rejecting this response because: I want future clients warned about my experience.  I do not expect ********************** to take any actions to make this right; they have demonstrated a repeated lack of concern for customer service.  I do not like the color of the vehicle I ordered, Mr. ********************** is right about that.  I asked *** for a black vehicle and he should clarify to future customers that Carbon Black is in fact navy blue.  He recommended Carbon Black to me and should never recommend that again to customers who ask fo rblack.  I expressed my dismay to ***** and *** when I saw the car.  Now that I know the salespeople at ********************** do not care about customer satisfaction, I should have walked away at that time.  Instead, *** lied about the ***** lighting giving the car a blue tint.  I trusted him and ********************** and this was a mistake.  They just wanted to complete the sale and ignored calls and emails from me afterward.  I do not expect ********************** to make it right because they have demonstrated a clear lack of concern.  I do not want to take the matter to arbitration but I do want my comments and concerns posted on BBB because this was a horrible experience and the salesperson was indeed dishonest to me about the garage lighting.  He should have helped me order a black car when I expressed concern rather than lying to convince me the lighting made the car appear more blue than it was.  Future customers deserve to know this is how they'll be treated.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for an installation on a *** manufactured product, dash-camera, per the *** created installation guidelines the installation time is approximately two hours. This business quoted me for six hours and when I refuted this claim and even showed them the installation guide their claim is that this install time is unreasonable. They claimed to be giving a discount by lowering the quote by one hour. Yet through recordings I can see the install DID NOT take more than three hours to complete. In addition I was NEVER informed of what the process is for a car coming in through service, which included having the car ran through a machine wash which has damaged the paint and ruined the $1,300 paint correction and ceramic coating treatment I got about a week before bringing the car in. Had I been informed this was standard practice I would have told the dealership to not wash the car. On top of that there are recordings of a technician leaning ON TOP of my vehicle for several minutes on their phone. The service technician claimed they would not be reimbursing me for damages to the vehicle.

  

  Business response

  05/15/2024

  Hello,

   

  Please see the attached response from Mr ********************** regarding complaint number ******** as well as the signed release.  Please let me know if anything else is needed.

   

  Thank you,

  ***************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Perillo after discount tire informed me I had a leak around March 11th. I was told Id broke an axle, shock and a few other things. Car was repaired the following Friday so I went to pick it up. When I started the car it said battery was not charging. I informed ********************************* of the message. He asked someone in service about it and they agreed I just needed to drive the car and it will charge as I derive. An hour later the car stop as Im driving. I called ******* and he told me to have it towed back. The tow truck guy noticed a belt hanging and told me that was the problem. It had broken. I get a loaner car and later a phone call with a bill. ******* told me it was due to normal wear and tear. Problem: car had no alternator issues, battery issues of any type until I picked my car up. Not sure what happened during the repair but obviously something broke while in the possession of *** Perillo. I need my car repaired at no cost to me asap. I only go to Perillo and expect this to be handled professionally and expeditiously.

  

  Business response

  03/20/2024

  Hello,

   

  Please review the attached correspondence from Mr ********************** that was sent to the customer via email today as well as the supporting text message records.  Please let me know if you need anything else.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  False advertisement, we are a military family in the state of ****, USA saw the Ad of a vehicle in auto trader there they clearly stated they ship and deal with everything, tried to make an offer the dealership staff was not responsive, called the manager ********************* and told me they didnt want to sell the vehicle outside the state knowing they are advertising they do, so I asked some family members from other states to call and see if they would sell the car to them and they DID, they rejected us military service members for living in **** and lied to us telling us they wanted to keep the sales of the car local which was a lie and they are doing false advertisement this happened on December 29th/30th my time. We provided the shipping they didnt had to do anything just accept or counter offer.

  

  Business response

  01/08/2024

  Hello,

   

  Sporry for the delay, the BBB site was down.  Please see the attached 2 page response from Mr *********************** as well as the supporting enclosures.

   

  Thank You,

  ***************************

  Customer response

  01/13/2024

   In response to Mr. **********************.
  

  Unfortunately you have been misinformed by **************. My husband did called the dealership and spoke with ***************** who didnt had the best attitude over the phone* the offer was never informed rejected thats why we had intermittent sleep that night for us* day for you* we called again because I received a notification over my email (see attached) to give ************** a call so we did* when we told him we had spoken with another rep * that we were calling from **** he said his coworker was working on the offer* I told him we were still waiting for an answer* wasnt until 5 hours that passed that I called the dealership to talk with ************** expressing my disappointment of the treatment that we were given first from the not so welcoming attitude from **************** and second for not hearing anything from the dealership with neither an acceptance* a rejection or a simply counter offer which is a normal procedure of any dealership. 
  
  ************** expressed that they wanted to keep the car LOCAL inside their area* they did not wanted to sell to anybody from other states which was odd since they advertised this car among others that they assisted with outside of the state sales (the prove was submitted in the last complain) while I respect dealership policies* this was clearly false advertising then* and as a person who has bachelor in Advertising and a Masters in ********************* I cant tolerate companies who spread false advertisement* and what got me more upset was that he lied to me with this excuse* since I have witnesses from other states who called asking for this vehicle and they didnt have a problem selling the car to them.
  
  ************** never mentioned that they were not allowed to sell new vehicles* his response was what I stated above* although I had worked for other dealerships in the past I know policies for exporting new vehicles in other states* but in this case if he was more knowledgeable he would have known this does not apply to USED VEHICLES which I was intending to buy. 
  
  In the other hand* you stated that ************** rejected my offer* he actually never did* thats why I called 5 hours later to speak with a manager and while talking to him* he didnt rejected the offer he just told me those lies stated above and thats why I offered more than my original offer. 
  
  Once I received this letter of you approving the sale I contacted your dealership and ************************ answered the phone and before explaining our situation he was very attentive and had a great attitude* completely different from the first rep* when he verified the information of the vehicle it turned out your vehicle that was listed having ***** miles at $83*888 with an MSRP if NEW of $87*595 had twice the amount of miles advertised* still didnt reduced the price a bit or apologized for have posted the wrong information. We wanted this car so still purchased at a full price* it took several days to collect the basic information from your dealership and finalize the sale* thats why we took longer to respond to your letter* we w ere also very surprised your prestigious dealership doesnt count with Docusign or a Credit Card Authorization form to make small deposits to secure sales while the big money is being wired and loans are being processed* this is the first dealership I have encounter with not allowing customers that are not onsite to pay a 5k deposit. 
  
  At some point our sale got turned back to **************** again* **************** had originally charged us for an apparence package that included rubber mats* and a full gas tank and at the end we didnt realized it was taken out of the final deal* instead a $30 charge for plates were added* it was ok we Didnt need the car full of gas since it can only be exported with 1/4 tank of gas* when I asked **************** about the mats he said he had removed that extra charge for my convenience* I told him I really wanted the rubber mats (specially knowing I agreed on the extra **** miles that were put on the car and still paid the original price)* he said he was going to look if he had some extra to put on the car (of course I knew it was not going to happen) at the end he told me they were on backorder So* you were going to sell me an appearance package knowing the mats where on backorder? (This was my internal thought). I also asked him for recommendation on shipping (since in your letter said your dealership could assist us with shipping at our cost) but he said he didnt work with a specific transport company* unfortunately. So* we called our contacts and figured it out. 
  
  Mr. *********************** I want to thank you for taking this complain seriously and allowing us to purchase the vehicle from your dealership* and I hope that you understand this awful experience we just had to endure* could have been avoided* this should have been a smooth transaction where a buyer offers* receive and acceptance* rejection or counter offer* but unfortunately it didnt turned out this way from the beginning* I hope this experience also helps your reps to be more attentive and human and to always speak with the truth. 
  
  In conclusion the outcome is satisfactory due to Mr. ********************** intervention and the BBB.

   

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely*
  
  *****************************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Sat 11/4, my husband ************ bought a used car from Perillo BMW. The total price was @ $15,400, we put $6,000 deposit via a personal check and financed the remainder of the sale through the recommended *** Financing dealer option. My husband filled out the required paperwork, they ran his credit and he signed all financing papers; he was told his first payment would be due on 12/4/2023. They were going to put the plates on the car, wash it and we would drive it home. It was at this point that the salesman told us we could not take the car because it had an open SAFETY recall on it, but not to worry because they could fix it on Monday 11/6 and I could pick up the car then. We agreed to pick up the car on Monday 11/6.Monday 11/6, the salesman told us they did not have the part to fix the recall, but hoped to have the part the next day (11/7). Tuesday 11/7, I called & was told they still did not have the *********** could not tell me when they would get the part. At this point I was told the only way to get possession of the car was to pay the remaining balance in cash or cancel the sale because *** financing would not "fund" the loan because of safety recall. Wednesday 11/8, I went in person to Perillo and spoke with ********************* (Sales Manager) who simply told me he had no idea when the recall would be fixed & I could cancel the sale. When I asked why they sold us a car with an open safety recall and offered us financing when they knew the loan would NOT be funded due to the recall, he had no response except to say "it was no big deal to cancel the deal and get my money back." I was told I would have to wait for 11/15 to get check because only the owner (*** Perillo) could sign the ********** was out of town. I still do not have my refund and my e-mails and voicemails are being neglected.

  

  Business response

  11/20/2023

  Hello,

   

  Mr Perillo has just returned from a ********************** in *****.  I will have him review the deal and documents today, and issue his response.

   

  Thank You,

  Dawn 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  06-27-2023 Purchase of a automobile.Falsifying income information to obtain a loan and sell an automobile.Attempted to return vehicle per phone and in person within the cooling off period. Was denied.Predatory sales and loan practices.

  

  Business response

  07/25/2023

  On June 27th, 2023 *********************** came into our dealership with a male companion.  She proceeded to negotiate and purchase the vehicle that evening from our salesperson, **********************************   She filled out the credit application on her own with her companion, and we submitted the application.  The application was approved and she signed her paperwork, then left with the 2011 *** 328i.  The following morning the customer's mother called the salesperson to see if ****** could return the car which the salesperson informed her that we do not have a return policy.  She also talked to our pre-owned manager, *******************, who also reiterated this.  At around 2pm the same day the customer, ***********************, came into the dealership with her dad and asked to see me.  Her dad informed me that the customer, ***********************, had filled out the credit application the night before with false information and that she was pressured to do so by her boyfriend who was the companion with that evening.  The job she put down was a previous internship that she no longer worked at and was not being paid for.  After talking to the customer, ***********************, and her dad about the seriousness of her putting false information down on a financial application I decided I would assist them by taking the vehicle back that she had no income to pay for.  We refunded her down payment and reversed the finance contract with *** Financial Services.
  
  
  Thank You,  
  
  ***************************
  General Sales Manager

  Customer response

  07/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 09th 2023 I had a scheduled appointment to have my breaks done along with an oil change.My 2018 *** X4 arrived at the shop with the code to have a tire checked for either low air pressure or have the tire totally replaced if it had a nail or whatever may be. While my car was getting the maintenance it required, no one took the time to either put air in the tire, or at least have the decency to advise me that I would need to have the tire replaced.After picking up my vehicle late Friday evening June 09th I noticed that the code had not gone away.Before driving off I waved down a technician & advised them that the code was still being displayed on my vehicle. The technician reassured me that it was taken care of, that as I drive off the code would need some time to readjust. I trusted what the tech. said & drove off. I continued to drive my car during the weekend with no problem. Come Monday morning as I am driving to work my tire was completely out of air. which then led for the tire to shred into pieces as I was trying to get to work on Monday morning.I missed a day of work having to contact Roadside Assistance to come and pick up my car to take me back to Perillo. At this point I was very frustrated knowing that this all could have been avoided if the mechanic that worked on my car did his due diligence and put air on the faulty tire or advised me to have the tire replaced! I was charged a fee of $166.66 which I mentioned to a manager at Perillo that I could not afford yet another expense. He advised me that they were unable to re-imburse me for the tow fee. I then became more frustrated, now I am missing a whole day of work... and I must pay a tow fee!All of this couldve been avoided!Again IF the mechanic that worked on my car did his due diligence and put air on the faulty tire or at least have the decency to advised me to have the tire replaced!

  

  Business response

  07/07/2023

  ******************** brought in her 2018 *** X4 on June 9th 2023 with ***** miles. *** vehicle was brought in for a Standard Scope check,an oil change and the front brakes were due. ***re was no mention of a tire issue as ******************** states in her letter to you. Our Certified Technician completed the above mentioned repairs, after the repairs were completed, the technician. ************** did not see any warning lights on during his test drive after completing the repairs. I have attached a copy of the repair order for your review.
  
  ******************** came in on June 9th at 6pm to pick up her ***. ******************** noticed a tire pressure warning light on upon pick up.******************** asked one of our porters about the warning light not a Technician as she mentions in her letter (we confirmed it was a ****** by watching video footage). Our ****** thought that she was asking for him to reset the tire warning light. Our ****** went ahead and reset the tire warning light and told ******************** to drive the vehicle for a few miles in order for the reset to complete. ******************** agreed and drove out with her ***.
  
  ******************** sent a message on Saturday June 10th at 11am with a picture of the tire warning light illuminated on her vehicle to ******, the Service Advisor who helped her during her June 9th visit. Unfortunately, we are closed on the weekends. ****** would not see the message until Monday June 12th. ******************** chose to ignore the warning light and continued driving the vehicle for two days until the tire would shred which ended up happening on Monday June 12th.
  
  *** vehicle was towed back to us on Monday June 12th.******************** demanded that we pay for the tire and reimburse her for the tow.Although some of the responsibility fell on ******************** we chose to stand behind our client given the circumstances. We covered the cost of the tire and we reimbursed ******************** for the tow. I have attached a copy of the invoice for your review.
  
  *** repair work/maintenance that ******************** paid for was completed as discussed.  As such, brake and oil service have absolutely no relation to the tire issue.  ***refore, ******************* is not entitled to any reimbursement for those repairs.  
  *******************************
  Service Director

  Customer response

  07/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me. As I drove off AFTER picking up my car, the light NEVER went away! Which is why I made the complaint! Why would I waste my time & energy! 
  
  Sincerely,
  
  ***************************

  Customer response

  07/12/2023

   
  Complaint: 20187257
  
  I am rejecting this response because:

  I had a witness (my sister) ********************************* with me when I picked up my car on Friday from Perillow.

  Before driving away, I noticed a light on for a bad tire that needed to be checked for air pressure or whatever else is involved with the light indicating something is wrong with a tire.

  I waved down a technician to advise the light was on. The technician assured me that the light would re-adjust as I drive away.

  Come Monday morning as I was heading to work the tire was completely low & shredded to pieces. I could have been in an accident. The light never went away. No one ever bothered to put air in the tire after breaks & oil change were performed.

  Is air an extra charge?

  Why would I waste my time and energy on making a false aquation.

  My life was put in danger and not even a simple apology was given from anyone at Perillow BMW.

  
  Sincerely,
  
  ***************************

  

  Business response

  08/01/2023

  In Response to ************************ Reply: 
  As we reported to you in our initial response, ******************** initially came in on June 9th 2023 to have the oil changed and to have the brakes replaced. There was no mention of a tire warning light when ******************** dropped off her *** for service (copy of the invoice attached for your review). 
  When picking up her vehicle ******************** stated that she asked a ****** / ***** (and not a Technician) as she states in her response, for help with her tire warning light. The ****** reset the light.  The ****** should have consulted a service advisor, who would have sent the car upstairs to the tire technician.  However, please realize that he was only a ******, and he tried to accommodate the customer.  Had a technician observed a warning light, they would have checked to see the problem and advised her that she needed a new tire.  Therefore, why didnt she consult with the service advisor who was handling her repair order? In addition, it is possible that the tire picked up a nail or a road hazard prior to her bringing her car to our service department, and developed a slow leak.  Unfortunately, this is a relatively common problem with the current road condition on the streets and highways of *******.  ******************** also admits in her response that the warning light came back on when she drove off.  Why then did she not return immediately?  Had ******************* brought the car back, and we discovered that the tire had a slow leak, we would have informed her that she possibly needed a new tire.  Nonetheless, ******************** decided to ignore the warning light for three days until the tire shredded-could have been avoided, and in effect, she was negligent.   
  The *** that ******************** owns not only will give you a warning when the tire pressure is low it will also give you the actual tire pressure of each tire real time. ******************** told me that when she left our shop the tire pressure was at 28 psi vs. 32 psi, which was not unusually low. ******************** told me that she finally went to have the tire psi checked when she saw the tire pressure for the tire in question go down to zero!  However, for some reason, she decided to drive the vehicle until she had zero pressure and as a result the tire would shred.  Once again, this could have been avoided if she had returned to our dealership. Nonetheless, as a goodwill gesture, we covered the cost of the replacement tire and refunded her for the cost of the tow. Therefore, making ******************* whole.  As far as the oil change and front brakes that ******************** paid for both were completed as agreed upon at drop off.  However, ******************* still was not satisfied, and wanted us to pay for her brake and oil service, which had nothing to do with the tire issue.  As such, I think you will agree that ******************* is not entitled to any further compensation.
  
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Perillo had my car 12/19-12/23.Upon receiving my car new problems were apparent that were not until the car was in this companys possession. These issues include; tpm warnings & issues with the aux. I went back to Perillo BMW to inquire how these new problems came about. The acting manager ************************************** was called & immediately began to gaslight me. He said it was oddly convenient for me to mention it after they worked on my car. He mocked me as if I was doing this to get free service from them, instead of helping. He refused to have the car inspected at all. He said there was nothing he could do for me. He also claimed the car couldnt have gotten these issues when it was in their possession. I would like to note that my cupholder was jammed when initially returned it back to me. The reasoning given for the jam was because coins could have slid while they were working in my car. As often as I drive my car I have never experienced this issue until leaving my vehicle in Perillos care. I requested that reach out the the head of service for me. He called and said no one answered. I asked if he left a message explaining the severity of the ************** rudely replied, he usually calls back when he sees my call. I immediately said that was unacceptable & asked him to call again and leave a message. The *************** he used made it seem like a was a customer causing problems instead of a customer in need. The business showed to be unprofessional in the way they belittled my problems. While I was at Perillos I made a phone call. One of the workers took it upon himself to insert himself into my personal call and accuse me of reverse racism. This employee was white which made me more uncomfortable in the way he chose these terms. He was not, in anyway, trying to eradicate the situation, but felt the need to speak on matters that didnt involve him. As a black customer I felt as if they were dealing with me in a manner that my white counterparts wouldn't experience. They spoke to me in a way to make me feel less then. The lack of customer service and overall unprofessionalism was very apparent. There was no effort to resolve any issues at hand. As a paying customer it is disheartening to be a victim of racial prejudice.

  

  Business response

  12/29/2022

  Please see the attached letter to ********************* in response to the complaint that he filed on 12/28/22  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased or leased three ***s from Perillo in *******. Most recently I leased a 2020 X3. Several months ago, my wifes key fob went dead. I replaced the battery. However, two weeks before our regularly scheduled service in July of 2022, it went dead again. The service representative told me that I should have replaced the battery with a *** approved one, that it passed the diagnostic tests, and that everything was fine. Just one month after the service call, my wifes key fob went dead AGAIN. That is three times in four months which is absolutely unacceptable. Each time the key fob went dead, my wife was left stranded with no way to access the vehicle. Most recently, she was at a parking garage in downtown ******* at night. She had to leave the vehicle and take a cab home. The overnight parking alone was over $50. So I made an appointment to take the key fob in to have it replaced. You can imagine my surprise when the service representative and service manager, **************************************, advised me that Perillo would not replace the key fob even though it had failed THREE times. I was told again that it had passed all diagnostic tests and the battery was replaced. At least ****** showed me how to access the vehicle with a dead key fob.Again, this situation is absolutely unacceptable and I expect more where the car is plainly still under warranty. My wife and I should not have to worry about the key fob failing a fourth time which it is bound to do. Even if I am able to access the vehicle manually, it is still a major inconvenience. This experience has given me pause about doing business with *** and Perillo in particular. My lease is up in July of 2023, and I can assure you I will be looking elsewhere.

  

  Business response

  10/25/2022

  Hello,

   

  Mr Perillo is in receipt of your complaint.  He is reviewing it and will speak to the managers involved today, and will send his reply.

   

  Best Wishes,
  ***************************

  Assistant to *** Perillo 

  Customer response

  10/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩