Independent consumer evidence registry. Not affiliated with, sponsored by, authorized by, operated by, or endorsed by BMW AG, BMW of North America, LLC, or any BMW dealership.
OUTCOME CATEGORIES
0
FULL ASSISTANCE
1
PARTIAL GOODWILL
0
DEALER CONTRIBUTION
0
NO ASSISTANCE
0
PENDING
Counts reflect document-supported records on file. The Registry currently holds one record; distributions and percentages are not published until the sample is statistically meaningful.
TRACKED PER RECORD
Eight facts, recorded the same way in every case
Response time
Initial offer
Escalation path
Executive Customer Care involvement
Field Team review
Contribution percentage
Elapsed time to determination
Final owner-paid amount
Written determinations enter the record as documents. Oral statements are always labeled "owner-reported oral statement" and never presented as manufacturer documentation.
GOODWILL IS NOT ADMISSION
Goodwill assistance is discretionary. A contribution, denial, or percentage does not by itself establish defect, liability, warranty coverage, or manufacturer knowledge of a broader condition.
BMW-HVAC-2026-4H9X2Q · FOUNDER CASE
2020 BMW X5 sDrive40i · G05 · ≈63,400 miles
STATUS
PARTIAL GOODWILL — APPLIED AT REPAIR
Repair completed August 18, 2026
DIAGNOSIS
Evaporator leak diagnosed at BMW Fresno following three diagnostic evaluations (>$1,300 reported). Dealer replacement estimate: $5,012.54.
INITIAL OFFER
Initial goodwill offer: 20% of the dealer repair estimate.
RECONSIDERATION
The owner requested reconsideration based on ownership history, mileage, diagnostic expenses and the nature of the component failure.
ESCALATION
Escalated to Executive Customer Care. On July 31, Executive Customer Care advised the request had been forwarded for Field Team review.
CURRENT
The evaporator replacement was completed at BMW Fresno on August 18, 2026. The final repair order records BMW North America goodwill of 20%, applied to goodwill-level pricing, with the customer paying 80% of that pricing. Documented customer responsibility: $2,488.34.
GOODWILL APPLIED
BMW of North America goodwill applied at repair: 20% of goodwill-level pricing. This is the contribution the document states.
OWNER PAID
$2,488.34 — approximately 50.4% below the earlier $5,012.54 retail estimate. That gap is not a 50.4% goodwill contribution; BMW identifies its contribution as 20%. No inferred gross repair price is published.
STILL OPEN
The goodwill actually applied at repair is complete. The separate request for greater goodwill assistance was last documented as under review on August 17, 2026; AutoDefect has no document showing that reconsideration was closed, so no “final determination” is published.
Outcome figures describe this record only and are supported by documents on file.
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EVIDENCE STANDARD
Every figure on this page ties to a document
Offers, percentages, denials and dates enter the record only with dated documents — estimates, invoices, written determinations, correspondence — or as clearly labeled owner-reported oral statements. Documents are manually reviewed and published only as redacted derivatives with the owner's consent.
HOW RECORDS ARE REVIEWED →