Customer Assistance Information
Your satisfaction with our product and the
services provided by authorized BMW centers is
of great importance to us. We take pride in our
product, as does the BMW center who services
it. If you should ever have a question regarding
your BMW center’s service or your BMW’s
performance, we recommend that you contact
your authorized BMW center.
When contacting an authorized BMW center, we
suggest that, depending upon the nature of your
contact, you discuss it with either the Sales,
Service, or Parts Manager.
As all matters are resolved at the BMW center
level, it is important that they be given the
opportunity to provide a solution. Should you feel
that you were not provided with the proper
response, we urge you to contact the General
Manager or BMW Center Operator.
Despite the best intentions of all parties, a
misunderstanding may occur between you and
your BMW center. Should this occur and you
require further assistance, please contact the
BMW NA Customer Relations and Services
Department at:
Telephone: 1 800 831-1117
Email: [email protected]
Website: www.bmwusa.com.
When contacting us, we ask that you provide the
following information:
䉯
Your name, address and telephone number
䉯
Vehicle Identification Number (last seven
digits)
䉯
Vehicle delivery date
䉯
Vehicle mileage
䉯
Selling BMW center’s name
䉯
Servicing BMW center’s name
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Description of the problem
A BMW NA Customer Relations and Services
Representative will carefully review all the facts
involved and let you know what further action will
be taken in conjunction with your BMW center.
Please remember: the first step in resolving a
complaint is to contact the authorized BMW
center that performed the work on your vehicle.
They have the necessary equipment and the
personnel to achieve this goal.
We are confident that every effort will be made to
ensure your satisfaction.
Customer Assistance - Notification
During a specific period (for example, the earlier
of 12 months or 12,000 miles, though this period
varies by state), some states require us or our
authorized BMW center to repair, in a reasonable
number of attempts, any defect or condition
which substantially impairs the use, value, or
safety of a new vehicle sold, leased or registered
in that state.
A reasonable number of attempts is generally
defined as (i) four or more attempts to repair the
same defect (the number of attempts varies by
state) or (ii) the vehicle is out of service by reason
of one or more repair(s) for more than a
cumulative total of 30 days (this period varies by
state), except for delays created by conditions
beyond our control.
If we are unable to correct a defect or condition
covered by these statutes in a reasonable
number of attempts, we may be obligated either
to replace the vehicle or reimburse the owner/
lessee in an amount equal to the purchase price
or lease payments paid by the owner/lessee, less
the amount directly attributable to use of the
vehicle by the owner/lessee.
You should send written notification directly
to BMW of North America, LLC of the
existence of an alleged defect. Send written
communication to the Customer Relations
and Services Department address listed
below.
BMW of North America, LLC
Customer Relations and Services Department
P.O. Box 1227
Westwood, NJ 07675-1227
Telephone: 1 800 831-1117
Email: [email protected]
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