NHTSA Complaint #10903433 — 2011 BMW X5

ON SUNDAY 08/16/2016, MY 2011 BMW X5 LOST STEERING POWER, AND I GOT A BUNCH OF ERRORS ON THE DASHBOARD INCLUDING ENGINE NOT CHARGING. WHEN I LOOKED UNDER THE HOOD, I WAS ABLE TO SEE THAT THE ENGINE BELT IS OFF ITS TRACK, AND IDLE PULLEY HAS BROKEN OFF. THIS IS THE SAME FAILURE FOR WHICH BMW CREATED A RECALL: (RECALL NUMBER -NHTSA CAMPAIGN ID-: 12V5500, RECALL DATE: 11/27/2012, COMPONENT: STEERING: HYDRAULIC POWERS ASSIST SYSTEM). ON MONDAY 08/15/2016, I CALLED BMW OF NORTH AMERICA LLC AND INFORMED OF THE FAILURE AND REQUESTED THAT THEY PAY ASSISTANCE SINCE THE ISSUE WAS A KNOWN DESIGN FLAW UNDER THE RECALL ABOVE. REPAIRS WERE MADE TO THIS CAR (BMW OF ROCKVILLE, 12/21/2012), BUT FAILURE APPEARS TO CONTINUE TO REPEAT. BMW INSTRUCTED ME TO TOW THE CAR TO THE BMW DEALER AND ONCE AN ESTIMATE FROM THE DEALER WAS GIVEN THEY WILL MAKE A DECISION. THE ESTIMATE WAS AVAILABLE MONDAY, AND WHEN I CALLED THEM BACK TUESDAY MORNING, THEY INFORMED ME THAT A DECISION WILL BE MADE WITHIN 24-48 HOURS. I CALLED EVERY DAY AFTER THE PERIOD FOR THREE DAYS, BUT WAS NEVER TRANSFERRED TO THE CASE MANAGER (SAM), INSTEAD, I WAS ASKED TO SUPPLY MY INFORMATION OVER AND OVER. ON MONDAY 08/22, I CALLED AND REQUESTED TO TALK TO A SUPERVISOR. THE SUPERVISOR SOUNDED IRRITATED BY MY CALL, AND PROCEEDED TO TELL ME THAT A DECISION WILL BE MADE WITHIN 5 BUSINESS DAYS. TWO DAYS LATER, SAM CALLED ME AND INFORMED ME THAT HE GOT THE PAPERWORK, AND WILL BE WORKING ON MY CASE. ON TUESDAY 08/30, I CALLED BMW BACK SINCE I HAVEN'T HEARD BACK FROM THEM, I REQUESTED TO TALK TO SAM, BUT THE PHONE ASSISTANT INFORMED ME THAT HE IS NOT AVAILABLE, BUT BASED ON THE NOTES AVAILABLE TO HER, I AM BEING DENIED BECAUSE OF THE HIGH MILEAGE ON THE CAR (62K MILES). AFTER TWO WEEKS OF STRINGING ME ALONG, BMW DIDN'T EVEN BOTHER TO CALL ME WITH THE BAD NEWS. THIS IS A DESIGN FLAW THAT BMW SHOULD OWN AND PAY FOR