Complaint Review: Passport BMW - Marlow Heights Maryland

Let me start ​by saying that I am utterly​ surprise​d and​​ dissatis​f​i​ed​ in the lack of care​ and​ consideration for a long-time BMW owner/customer!   My issue: A service warranty bought and paid for through Passport BMW when I leased a vehicle from them was not honored.  They would not honor it...they blatantly disregarded the warranty purchased...they/the Finance Manager and General Sales Manager did not/would not/will not call me back to rectify the situation!   Scenario: I purchased the All Surface 3-year warranty (Feb. 21, 2020), which provides paint, fabric, and leather/vinyl protection when leasing the vehicle (Passport BMW, Marlow Heights, MD). Since signing the lease, I transitioned /moved to South Carolina (across state lines). Prior to the expiration of the lease in Feb. 2023, I had the vehicle cleaned/detailed, not knowing whether I was going to turn the vehicle in or purchase it after the lease. I inquired about using the warranty to clean stains within the armrests and a possible paint stain on the exterior. The local dealership needed to see the warranty that I spoke of, prior to committing to it. I contacted the dealership where I purchased the warranty from and ​explain​ed my situation​. ​I was finally sent a copy of the warranty. When I received it, I called Automotive Protection Systems, Inc. (APS, Inc.), 7455 FM 3009, Schertz, TX 78154   Phone # (866) 402-5022, the company​ listed at the bottom of the warranty document to ensure that I wouldn't miss the deadline. With no answer, I left a detailed message with all my contact information stating I wanted to file a formal claim. Later on that day (Feb. 21, 2023) I was contacted by the company and told that the warranty had already expired the day prior. Confused by their response, I went back-and-forth with them regarding the date and time frames of my situation, to no avail.    I then took my concern to Passport BMW in Maryland and spoke with Hassan Kholfi, Finance Manager. He stated he sent an email to the company, but I never heard back from him. I then contacted the General Sales Manager, Ian Lawyer.​​ I explained to him, if APS, Inc. won't honor the contract, then BMW, who brokered the transaction with their 3rd Party or part of the company, will be held accountable to honor the contract. I was assured by Mr. Lawyer that he would have the issue resolved.     Latest means of resolution​: ​I called twice (on ​Mr. Lawyer's personal number that he provided) to follow-up on our discussion regarding my issue and I called the dealership, as well...​to speak to ​Ian Lawyer, General Sales Manager for Passport BMW, 4730 Auth Pl, Marlow Heights, MD 20746.​ I also called BMW of America, and they stated that they have limited authority over franchises.​ All that they would do was to contact the dealership to let them know I was "trying to get in touch with them." (What I had been doing for the past two months!)

Hearing nothing from Ian Lawyer or the Passport BMW Dealership, I can only assume that this is their modus operandi and how they deal with some customers regarding unscrupulous business practices.

Resolve: Starting from early February 2023 to present... Over three (3) months of trying to get an issue resolved with this BMW Dealership is absurd. In doing so, I must go about resolving in a different manner.​ At this point, due to their "Breach of Contract," I am requesting, at a minimum, the full value of the contract totaling $800.00 be refunded to me immediately. If you or your subsidiary that you have business dealings/relationship with fails to deliver on a legal and binding agreement, you are at fault.​