Heath sent a message to Roger S. Penske – Chairman of the Board and CEO of Penske Corporation – Email Address that said:
Please see the email that was sent to Don Hanson. He has refused to give me my full refund which is only $700.00. He offered $350.00. Could you please assist, sir.
Mr. Hanson,
I'm writing you about my horrible experience I have had with a 2011 BMW 3 series I recently purchased. The never-ending issues were so bad that I had to trade it in on another car and I haven't even owner it a year.
I have had to send emails to your service manger several times just to get things done or costs constantly deducted from my bill. I know you should have a record of the times it was worked on but you don't have a record of all the driving, calling and emails I had to complete this year to get my car serviced properly and it still ended up with me trading in my car. Most costs were absorbed by your company or my extended warranty but again, I havent owner the car even a year.
With the $10k that I put down on the car, I purchased an extended warranty. Long story short, none of the maintenance work was completed on my car so I had to take several trips to get that taken care of. I was charged and then had to make calls and emails to get those costs removed. Then there was wind noise and engine noise - with this, I took the car in multiple times and they couldn't locate the cause. It came to such a hassle that I was told to video record the engine noise because it was sporadic and wasn't constant. Once this was recorded, I again had to bring my car in (and I work in Glendale) for service and yet again get another rental car. My bank employees our retail (Car) lender told me I got a lemon. Needless to say, the bill which was put against my extended warranty was $5k. With that there was still wind and noise issues that were not corrected. 3 weeks ago was the tipping point, after all that has happened with this car, my radiator light came on so I took it into have it looked at and was told that I had bad seals that need to be replaced that would not be covered under my warranty. After which, I had them fill the radiator and took the car and traded it in on a new car. Remember, I put $10k down and didn't even have it a year so I got a poor trade in value and lost a lot of money on the trade in.
I contacted BMW's finance department and was told by Jennifer Townsend (She has been very helpful) about my situation. She advised me today what my refund on the extended warranty would be and it's prorated. It's my feeling that I should obtain a full refund do to the time, aggravation, miles, stress, and money lost due to this lemon that was sold to me. I'm a member of the Glendale Chamber, and the Scottsdale Chamber of Commerce where I sit on two committees. If I get my full refund then I'll just walk away and chalk it up however if I don't then I'm prepared and will call the better business bureau, talk to our dealer services rep., and inform everyone at each Chamber, and every social media outlet of my experience with Penske Automotive Group. I apologize for the tone of this email but I'm very frustrated. I think a full refund is fair compared to the time and money lost. Please consider my request.
Thank you,
Heath
