Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:27/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 18, 2023, I purchased an item from Bimmer Retrofit called the "******* **** ******** *******" for $679.00 plus $45.00 shipping. I was offered shipping via ***, but I chose shipping via regular mail because I've had problems with *** in the past. After sending the money via international transfer, I received the confirmation a few days later. On March 13th, the item was shipped via *** despite having chosen regular shipping. I waited for another month, but I didn't receive anything. On April 13th, I received an email from *** to contact me. Upon doing so, I was informed that the item had been held at Brazilian customs since March 21st due to the wrong shipping method chosen by the company. To solve the problem, I had to hire a dispatcher. I verified that there was no way to access the item and hired a company to investigate. They found that there was an error in the import format and that the error was caused by Bimmer Retrofit's choice of import method. In Brazil, there is a standard import method where you pay 60% of the value of the item plus shipping, used by individuals who buy products outside the country above $50. There is also another method used by companies and industries that requires certification to operate in foreign trade. Bimmer Retrofit chose the latter method, which resulted in the item being held with no possibility of return. I tried to contact Bimmer Retrofit to discuss the error and showed them a document proving the failure, but they don't want to take responsibility. Since it is not even possible to return the part, I asked them to refund my money, send me another item or pay the fees and costs for the correct importation. They denied any responsibility and said there was no mistake. I am attaching the *** and Waybill tracking code which proves Bimmer Retrofit's choice of the ***** method as the cause of the problem. I hope that something is done to resolve it cause write now I don't have the item or my money.

  Business Response

  Date: 27/04/2023

  We have sold and shipped a product to customer in different country (international). For shipment we used *** standard service.

  We have included invoice for the amount of purchase along with the shipment. In the shipment paper work we clearly indicated that this shipment is going to private person (name of the receiver).

  For some reason receiver was not happy with the fact that we indicated the full amount in the invoice since it requires him to pay the tax in his country. We explained that we must indicate the real amount and provide invoice for customs. The second what receiver claimed is that he is unable to get the package because his country border service requires some special process for the clearance. Receiver blamed us that we shipped the product to him via some non-standard method. However this information is incorrect since we used standard international economy shipment method with *** express. Also important to mention that receiver never requested any special shipping method nor purchased any insurance for his shipment (all this is stated in our Terms and Conditions of sale).

  We requested receiver to refuse package receive from *** and initiate return of the shipment back to us. Receiver claimed that this is not possible however this is again not true. We have successfully contacted with *** in his country earlier today (Apr 27, 2023) and requested them to return shipment back to us. At this moment shipment is getting ready to return back to us in Canada.

  Once shipment is returned back to us we expect receiver (customer) to compensate us for the return shipment + either provide his shipment carrier name and account or pay for another shipment service from our side.

  According to our policy all products are non-refundable because they are tied with the special vehicle identification number and can not be reused.

  Hope this explanations solves the issue and explains the situation better.

   

  Customer Answer

  Date: 28/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: After several emails explaining that they or *** that they chose deliberately to send the package had chosen a method of importing in my country that prohibits me of doing anything they still don't understand the matter. The first thing I tried was to send the item back with ***, but it's not possible. I received an email from then saying that they will as *** to return the item charging me still, but they will see that's it's impossible. As I also said many times before I'm willing to pay the import taxes, but this is not an option now. So... I still need that they come through with one of the options that I ask for.
  
  1) Reimbursement since the made impossible to receive the item.
  2) Send me another item with the correct way, without adding ***** to the package (This is what *** told me after many attempts to solve the problem).
  3) Paying for the expenses of becoming a certified operator business for international exchange (what I have to become to import the package due to BimmerRetrofit method of sending the package with ***).
  
  As I said they will finally see that it's impossible to move the package without item 3 above. Even after the several mails explaining this to them. As I'm trying to believe that it's not bad faith on their part, after so many emails explaining my problem without their understanding, it shows the lack of attention they have with their customers.
  
  I have attached the latest email showing that they are ignoring everything I'm saying and moving on with the reality that should be convenient for them. Also attached one of my many attempts to explain the issue.
  
  Sincerely,
  
  ****** **** *****

  Business Response

  Date: 28/04/2023

  At this point I have provided receiver with all the information and have nothing to add to this subject.

  Customer Answer

  Date: 28/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: Apparently the company really has nothing to add to the case. They must have realized that it is not possible to return the item, as I had explained several times.
  
  In summary the case is:
  
  ***, which is the company contracted by BimmerRetrofit to deliver the item I bought, accuses BimmerRetrofit of having chosen the wrong type of shipment that caused the problem already explained.
  In case BimmerRetrofit has evidence that it was not the one who chose the ***** of the submission that evidences in attachments.
  Regardless of this, it is a negotiation that BimmerRetrofit must resolve directly with ***.
  
  BimmerRetrofit must act in one of the proposed ways I asked before. My request is simple since I didn't receive what I bought either give me my money back or send me another item. Obviously no extra charges, since in addition to the fact that the error was not mine, I am already being harmed with the time lost not only without the item, but in all this dealings.
  
  Still waiting... 
  Sincerely,
  
  ****** **** *****