BMW 5 SERIES 2007 E60 Service and warranty information

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Customer Assistance Information
Your satisfaction with our product and the ser-
vices 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 centers service or your BMW’s perfor-
mance, we recommend that you contact your
authorized BMW center. Should you travel to an
unfamiliar area, the BMW center directory pro-
vided at the time of delivery will help you locate
the nearest authorized BMW center. The centers
listed are equipped to help you with matters
related to your BMW vehicle.
When contacting an authorized BMW center, we
suggest that depending upon the nature of your
contact, you discuss it with either the Sales, Ser-
vice, or Parts Manager.
As all matters are resolved at the BMW center
level, it is important that they be given the oppor-
tunity 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 mis-
understanding may occur between you and your
BMW center. Should this occur and you require
further assistance, please contact the BMW NA
Customer Relations Department at
1 800 831-1117 or through our website @
www.bmwusa.com. When contacting us, we ask
that you provide the following information:
1. Your name, address and telephone number.
2. Vehicle Identification Number (last seven digits).
3. Vehicles delivery date.
4. Vehicle mileage.
5. Selling BMW center’s name.
6. Servicing BMW center’s name.
7. Description of the problem.
A BMW NA Customer Relations Representative
will carefully review all the facts involved and let
you know what further action will be taken in con-
junction with your BMW center. Please remem-
ber: the first step in resolving a complaint is to
contact the authorized BMW center that per-
formed 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.
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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 vary by
state) or (ii) the vehicle is out of service by reason
of one or more repair(s) for more than a cumula-
tive 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 num-
ber of attempts, we may be obligated either to
replace the vehicle or reimburse the owner/les-
see 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 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, NEW JERSEY 07675-1227
Telephone: 1 800 831-1117
BBB Auto Line
If your concern is still not resolved to your satis-
faction, BMW offers additional assistance
through BBB AUTO LINE in ARKANSAS, CALI-
FORNIA, GEORGIA, IDAHO, IOWA, KENTUCKY,
MARYLAND, MASSACHUSETTS, MINNESOTA,
PENNSYLVANIA, OHIO, and VIRGINIA. BBB
AUTO LINE is a dispute resolution program
administered by the Council of Better Business
Bureaus. BBB AUTO LINE resolves disputes
through mediation or arbitration. Mediation is an
informal proceeding whereby a neutral third party
(mediator) helps the parties to find an acceptable
resolution. Arbitration is also an informal pro-
ceeding in which an impartial third party renders
a decision after a hearing at which both parties
have an opportunity to be heard. You can select
mediation or arbitration or both.
The program is free of charge to you, the con-
sumer but there are some minimum require-
ments for participation in the program. Please
contact BBB AUTO LINE at the address or phone
number listed below for more details:
BBB AUTO LINE
4200 Wilson Boulevard, Suite 800
Arlington, VA 22203
1 800 955-5100
If you wish to use the program and you qualify for
participation, you will be required to provide the
following information:

Your name and address

The vehicle identification number (VIN)

The make, model and year of your vehicle

A description of the problem with your vehicle.
BBB AUTO LINE will also ask you for other infor-
mation that may help resolve your concerns,
such as the purchase price of your vehicle, any
mileage at the time of purchase, the current mile-
age, and copies of repair orders.
BBB AUTO LINE will notify you when your claim
has been filed. If you decide to arbitrate you may
attend the hearing in person or by telephone. You
may bring witnesses and give supporting evi-
dence. You may also submit your claim in writing
and ask for a decision on the documents you
submit, without attending a hearing. BBB AUTO
LINE will usually render a decision within 40 days
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from the time you file your complaint. The deci-
sion is binding on BMW if you decide to accept it.
BMW must comply with the decision within the
time frame specified by the arbitrator.
Important: You must use BBB AUTO LINE
before asserting in court any rights or remedies
created by the Magnuson Moss Warranty Act,
(“The Act”) 15 U.S.C. Sec. 2301, et seq. You may
also be required to use BBB AUTO LINE before
seeking remedies under your state’s “Lemon
Law”. If you choose to seek redress by pursuing
rights and remedies not created by Title 1 of
Magnuson Moss Warranty Act, prior resort to the
BBB AUTO LINE is not required by any provision
of the Act.
California Residents
1. BMW OF NORTH AMERICA, LLC (“BMW”)
participates in BBBAUTO LINE, a mediation/
arbitration program administered by the
Council of Better Business Bureaus [4200
Wilson Boulevard, Arlington, Virginia 22203]
through local Better Business Bureaus. The
Arbitration Certification Program of the Cali-
fornia Department of Consumer Affairs has
certified BBBAUTO LINE and BMW.
2. If you have a problem arising under a BMW written warranty, we encourage you to bring it
to our attention. If we are unable to resolve it,
you may file a claim with BBBAUTO LINE.
Claims must be filed with BBBAUTO LINE
within six (6) months after the expiration of
the warranty.
3. To file a claim with BBBAUTO LINE, call
1 800 955-5100. There is no charge for the
call.
4. In order to file a claim with BBBAUTO LINE,
you will have to provide your name and
address, the brand name and vehicle identifi-
cation number (VIN) of your vehicle, and a
statement of the nature of your problem or
complaint. You will also be asked to provide:
the approximate date of your acquisition of
the vehicle, the vehicles current mileage, the
approximate date and mileage at the time any
problem(s) were first brought to the attention of BMW or one of our dealers, and a state-
ment of the relief you are seeking.
5. BBB AUTO LINE staff may try to help resolve
your dispute through mediation. If mediation
is not successful, or if you do not wish to par-
ticipate in mediation, claims within the pro-
grams jurisdiction may be presented to an
arbitrator at an informal hearing. The arbitra-
tors decision should ordinarily be issued
within 40 days from the time your complaint
is filed; there may be a delay of 7 days if you
did not first contact BMW about your prob-
lem, or a delay of up to 30 days if the arbitra-
tor requests an inspection/report by an
impartial technical expert or further investiga-
tion and report by BBBAUTO LINE.
6. You are required to use BBBAUTO LINE
before asserting in court any rights or reme-
dies conferred by California Civil Code Sec-
tion 1793.22. You are not required to use
BBB AUTO LINE before pursuing rights and
remedies under any other state or federal law.
“You are also required to use BBBAUTO
LINE before exercising rights or seeking rem-
edies created by Title I of the Magnuson-
Moss Warranty Act, 15 U.S.C. sec. 2301 et
seq. If you choose to seek redress by pursu-
ing rights and remedies not created by Cali-
fornia Civil Code Section 1793.22 or Title I of
the Magnuson-Moss Warranty Act, resort to
BBB AUTO LINE is not required by those
statutes.”
7. California Civil Code Section 1793.2(d) requires that, if BMW or its representative is
unable to repair a new motor vehicle to con-
form to the vehicles applicable express war-
ranty after a reasonable number of attempts,
BMW may be required to replace or repur-
chase the vehicle. California Civil Code Sec-
tion 1793.22(b) creates a presumption that
BMW has had a reasonable number of
attempts to conform the vehicle to its appli-
cable express warranties if, within 18 months
from delivery to the buyer or 18,000 miles on
the vehicles odometer, whichever occurs
first, one or more of the following occurs:
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•The same nonconformity [a failure to con-
form to the written warranty that substan-
tially impairs the use, value or safety of the
vehicle] results in a condition that is likely to
cause death or serious bodily injury if the
vehicle is driven AND the nonconformity has
been subject to repair two or more times by
BMW or its agents AND the buyer or lessee
has directly notified BMW of the need for
the repair of the nonconformity; OR
• The same nonconformity has been subject
to repair 4 or more times by BMW or its
agents AND the buyer has notified BMW of
the need for the repair of the nonconformity;
OR
• The vehicle is out of service by reason of
repair of nonconformities by BMW or its
agents for a cumulative total of more than
30 calendar days after delivery of the vehicle
to the buyer.
NOTICE TO BMW AS REQUIRED ABOVE
SHALL BE SENT TO THE FOLLOWING
ADDRESS:
BMW of North America, LLC
Customer Relations and Services Department
P.O. Box 1227
Westwood, New Jersey 07675-1227 1 800 831-1117
8. The following remedies may be sought in BBB AUTO LINE: repairs, reimbursement for
money paid to repair a vehicle or other
expenses incurred as a result of a vehicle
nonconformity, repurchase or replacement of
your vehicle and compensation for damages
and remedies available under BMWs written
warranty or applicable law.
9. The following remedies may not be sought in BBB AUTO LINE: punitive or multiple dam-
ages, attorneys fees, or consequential dam-
ages other than as provided in California Civil
Code Section 1794(a) and (b). 10. You may reject the decision issued by a BBB
AUTO LINE arbitrator. If you reject the deci-
sion, you will be free to pursue further legal
action. The arbitrators decision and any find-
ings will be admissible in a court action.
11. If you accept the arbitrators decision, BMW will be bound by the decision, and will com-
ply with the decision within a reasonable
time not to exceed 30 days after we receive
notice of your acceptance of the decision.
12. Please call BBB AUTO LINE at 1 800 955-5100 for further details about the
program. IDAHO Residents IMPORTANT: IF
THIS VEHICLE IS DEFECTIVE, YOU MAY
BE ENTITLED UNDER THE STATE’S
LEMON LAW TO REPLACEMENT OF IT OR
A REFUND OF ITS PURCHASE PRICE OR
YOUR LEASE PAYMENTS. HOWEVER, TO
BE ENTITLED TO REFUND OR REPLACE-
MENT, YOU MUST FIRST NOTIFY THE
MANUFACTURER, ITS AGENT, OR ITS
AUTHORIZED DEALER OF THE PROBLEM
IN WRITING AND GIVE THEM AN OPPOR-
TUNITY TO REPAIR THE VEHICLE. YOU
ALSO HAVE A RIGHT TO SUBMIT YOUR
CASE TO THE CONSUMER ARBITRATION
PROGRAM WHICH THE MANUFACTURER
MUST OFFER IN THIS STATE.
Special Programs
SOMETIMES BMW OF NORTH AMERICA
OFFERS A SPECIAL ADJUSTMENT PRO-
GRAM TO PAY ALL OR PART OF THE COST
OF CERTAIN REPAIRS BEYOND THE TERMS
OF THE WARRANTY. CHECK WITH YOUR
BMW CENTER TO DETERMINE WHETHER
ANY ADJUSTMENT PROGRAM IS APPLICA-
BLE TO YOUR MOTOR VEHICLE.
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