December 30, 2010


Mr Mark Lobbecke

Sales Manager
Abu Dhabi Motors
Khalidia Showroom
Abu Dhabi, UAE


Mamdouh Khairallah
Regional Manager - Dubai & Northern Emirates

Dubai (direct): 04 4050217
...Sharjah(direct): 06 5182201
E-mail: [email protected]
Wolfgang Ecker
National Service Manager

Phone: 04-4050240
E-mail: [email protected]
John Arnold
Branch Manager

E-mail: [email protected]

From: [email protected]
To: [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]

Subject:
BMW X5 Complaint Letter, Cancellation and Refund of Purchase, Insurance and Bank Loan
Date: Tue, 28 Dec 2010 10:47:06 +0000
BMW Middle East
AGMC DUBAI
SHEIKH ZAYED ROAD

You are receiving this communication from an extremely irate purchaser of a Brand New BMW X5 2011 model which after a few days turned out to be a defective car with a faulty transmission attached to extremely poor after sales management by BMW.

To cut a VERY long story short, I purchased a BMW X5 2011 model for my wife from your Khalidia Showroom in Abu Dhabi.

I had not been attended to for quite a while and was preparing myself to leave the showroom, and it was only because of the welcome given to me by Mr Nael Haidary in your Sales Department when he came over and was keen to help us find the car that we want to purchase for my wife.

We received the car from your showroom, and my wife drove it for only 2 or 3 days before she called me terrified from her “NEW” Car saying there’s a Major Problem with the car, there’s a very loud noise coming from the car while she was driving it, and a message on the dashboard saying “Faulty Transmission” Pull Over Immediately and Contact your nearest BMW Centre.
We called your company, and asked them to come and collect the car but they refused, saying the car is operational, so we have to drive it to UMM AL NAR.
This was Definitely A VERY BAD START.
I insisted that they come collect it but they said NO the car is operational so I reluctantly agreed.
The next day I found only a few minutes during my day and said ok I’ll take the car there to UMM Al Nar, …. I entered the car to start the engine: NOTHING… did not start…
So, I called the BMW Khalidia again and also spoke to Umm Al Nar and eventually they arranged a tow truck to come and take the car.
They took the car, and the next day I told them in Khalidia to REPLACE the Car.
They said we need to speak to Management.
The reply came that sorry we will repair your vehicle.
I said No, I want you to replace it with a new one.
They said no.
The next thing I tried to compromise by saying ok let’s upgrade to a more powerful car, they said ok but you have to pay 108, 000 dirhams more because the car is registered, and so the car “Depreciated" in value and instead of it being 340, 000 it’s value is now 270, 000 but we can give you a better price= 287, 000
Of course anyone reading this letter would assume that if I were to agree to these terms I would be a serious idiot.
So therefore At this point in time I have decided that I do not want your car and I want you to return my money and cancel the purchase.
I do not want to deal with your Company ever again and rest assured I will not let this issue rest before all my demands are met.
I have received credible commentary from several persons including lawyers with considerable knowledge regarding my issue, and they have hinted that your Company must have knowingly sold me a defective vehicle.
In a small market like Abu Dhabi and the UAE, reputation and word of mouth is key to business. No need for me to elaborate on what that implies..
I am sure your mother Company in Germany is concerned about their reputation in this small but lucrative market.

Therefore, I demand that you Cancel this Purchase via a Full Refund to me, and Cancel all documents pertaining to the Car and also cancel all documents regarding the Bank Loan at Abu Dhabi Islamic Bank and also refund to me the Car Insurance from the Insurance Company.

In view of the above, I reserve the right to contact my lawyers in due course if a positive response to my demands are not met at the earliest.

Best Regards
Dorian EL-Khoury
My email [email protected]