Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 30, 2024, I purchased a vehicle maintenance package at ***, located at ***********************************************************************************************************. In August, Calgary was unexpectedly hit by a severe hailstorm. Unfortunately, my car was heavily damaged, and the insurance company has offered to reclaim the vehicle. Therefore, I reached out to *** to request a refund for the maintenance package, as I have not used it even once. Additionally, this package is tied to the cars VIN, so I am unable to use it with another vehicle.However, *** has refused to provide a refund, citing an internal policy that states no refunds are given after three months from the date of purchase. I find this policy unfair, as I have not used the package at all, and it is not due to personal choice that I am parting with the car; the damage from the hailstorm left me with no other option. I would like them to refund the full amount I paid for this package.Since my attempts to communicate with them directly have not been successful, I am reaching out to you for assistance in obtaining a fair response. Thank you for your help.

  Customer response

  07/11/2024

  From insurance company 

  Business response

  08/11/2024

  The maintenance package is from *************** Our dealership offers the program to customer's and collects on ***'s behalf. We register this program with them directly and follow the policies outlined in their contract. 
  For this program the following is stated in their contract:
  
  
  CANCELLATION: Provided that you have not made any claims under this Agreement, you may cancel this Agreement provided that written notice of cancellation is received by ***, no later than thirty (30) days following the purchase date of the Agreement. If this Agreement is so cancelled by you, *** will refund to you 100% of the total amount paid by you for this Agreement. *** will credit such amount against any balance outstanding by you to *** under a loan or lease, or if you have no loan or lease outstanding with ***, *** will send a cheque for such amount to you at your address stated on page 1 of this Agreement. Notwithstanding the foregoing and without prejudice to any of **** rights herein, *** may in its sole discretion cancel this Agreement if the Vehicle is deemed a total loss by your insurer. In the event that the vehicle has been deemed a total loss or sold for salvage, you will not be entitled to any refund.

  Customer response

  08/11/2024

   
  Complaint: 22525912
  
  I am rejecting this response because:The hailstorm was an unforeseen event, and therefore should be considered as a force majeure factor. I am requesting a full refund as I believe the current terms do not align with consumer protection laws. I purchased the service but was unable to use it due to a force majeure event, so the amount should be refunded.
  
  Sincerely,
  
  ******** **

  Business response

  16/11/2024

  Calgary BMW has to abide by the rules that ********** outlines in their Service Inclusive cancellation policy and can not refund you for this coverage. 
  
  Any vehicle deemed a total loss by the insurer is considered a total loss in this cancellation policy, regardless of the circumstances. 
  
  CANCELLATION: Provided that you have not made any claims under this Agreement, you may cancel this Agreement provided that written notice of cancellation is received by ***, no later than thirty (30) days following the purchase date of the Agreement. If this Agreement is so cancelled by you, *** will refund to you 100% of the total amount paid by you for this Agreement. *** will credit such amount against any balance outstanding by you to *** under a loan or lease, or if you have no loan or lease outstanding with ***, *** will send a cheque for such amount to you at your address stated on page 1 of this Agreement. Notwithstanding the foregoing and without prejudice to any of **** rights herein, *** may in its sole discretion cancel this Agreement if the Vehicle is deemed a total loss by your insurer. In the event that the vehicle has been deemed a total loss or sold for salvage, you will not be entitled to any refund.

  Customer response

  19/11/2024

   
  Complaint: 22525912
  
  I am rejecting this response.
  
  With all due respect, I believe this decision is unfair and fails to consider the unique circumstances of my case and fundamental consumer rights.  
  
  I purchased in May. In August, my car suffered severe hail damage and was declared a total loss by my insurer, an unforeseeable event beyond my control. Since *** has not provided any services under the package, refusing a refund is unreasonable and against consumer interests.  
  
  Your policy of a 30-day cancellation period is overly rigid and does not account for exceptional cases. Such inflexibility raises concerns about whether the policy aligns with consumer protection laws, which generally uphold that customers should not be charged for services they cannot use, especially due to uncontrollable events.  
  
  As a reputable brand, ********** has a responsibility to act fairly and offer reasonable solutions in cases like this. Insisting on a non-refundable policy when no service was provided undermines customer trust and contradicts the principles of fairness and goodwill that *** represents.  
  
  If you continue to deny my refund, I will be compelled to escalate this matter further. I will file complaints with local and federal consumer protection agencies and involve the media to highlight this unfair policy.  
  
  I urge ********** to reconsider and issue a full refund for the unused Service Inclusive package. This would demonstrate **** commitment to fairness and customer satisfaction. I look forward to your prompt response and hope to resolve this amicably.  
  
  Thank you for your attention to this matter.  
  
  Sincerely,  
  Xiaojing
  

• Initial Complaint

  18/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint with Calgary BMW is first focused on the condition my vehicle was returned to me in after it received a 4 wheel alignment. It was immediately evident that something was wrong however I was not able to return the vehicle to them until the following day. The explanation they provided for my vehicle's malfunctioning was unsatisfactory, and I believe something must have occurred while it was in their care that contributed to the problem. However they refuse to acknowledge their responsibility. As a result of this dispute, they treated me very rudely and were unwilling to find a compromise and escalated the situation giving me an ultimatum regarding my vehicle's service and repair that resulted me have to drive my unsafe vehicle home as they would no longer offer me a loaner vehicle while we attempted to resolve our dispute. I ended up having to drive it to another *** dealership to finish the repairs and *** Calgary has still not taken responsibility for the problem that developed with my vehicle while it was in their care.

  Business response

  22/03/2024

  It is our opinion that this repair is not caused by the repairs previously completed by Calgary BMW. 

  The following are the steps we took to reinspect the vehicle:

  Road tested vehicle.
  Confirmed noise/vibration present when turning vehicle at full lock to the left, cannot be heard when turning to the right.
  Noise can be heard when vehicle is stationary turning steering wheel to the left.
  Removed all 4 wheels.
  Removed under body panels.
  Inspected suspension.
  All appears OK.
  Checked tightness of suspension hardware.
  All OK.
  Checked tightness of subframe and engine mount hardware.
  All OK.
  Checked tightness of power steering pump, pump pulley, idler pulley, steering rack and tie rod ends.
  All OK.
  Checked power steering fluid level.
  Power steering fluid level OK,
  Checked power steering pump with engine running.
  P/S pump appears OK, ****** turning freely.
  Tested steering on hoist.
  Found noise still present with wheels in the air, but very minor.
  Tested steering with vehicle in drive gear while in the air, DSC disabled.
  Found noise is exacerbated when vehicle in drive.
  Found passenger side front wheel is binding at full lock to the left, drivers side is OK.
  Found  both wheels OK and spin freely when turned full lock to the right.
  Passenger side front axle plunge joint appears to be jamming when turned to full lock to the left.
  Client noted steering stiffness after oil pan repair.
  Suspect failure of the passenger front axle responsible for steering stiffness, noise and vibration.

  Customer response

  29/03/2024

   
  Complaint: 21446083
  
  I am rejecting this response because the response doesnt say anything new and it doesnt offer any proof that nothing happened during the oil gasket replacement and wheel alignment.  It also doesnt explain why the issue was missed during the road test, or how it could have developed after the road test.  When I picked up the car the issue was so obvious that no one could have ignored it, especially since they are specialists. The response also doesnt address the issue that they set me up and treated me so poorly when I confronted them with this problem.   
  
  Sincerely,
  
  *****************

  Business response

  06/04/2024

  While Calgary BMW can appreciate the clients concerns, we spent the time to reinspect the vehicle at no additional cost to them, in order to ensure we could verify the repairs completed did not create this issue.
  
  Calgary BMW provide a loaner at no charge to the client, throughout the process of repairs and reinspection, and continued to do so while we awaited an extra week to accommodate the clients schedule for an in-person meeting to discuss the reinspection findings. 
  
  During our interactions prior to the in-person meeting, we offered to work with the client on pricing on the new parts required and offered to try and source an after market part, which could reduce the costs even more. This offer was rejected. As the clients stance and ours did not change during our in-person meetings, we felt our only recourse was to suggest the client take the vehicle and get a second option and return our loaner vehicle.
  
  The loaner vehicle was withheld from us until the police were called and the client was required to return the keys and remove their personal items.

  Customer response

  12/04/2024

   
  Complaint: 21446083
  
  I am rejecting this response because: Please see reasons in attachment provided. "Response from ***************** Apl 12, 2024" 

  Sincerely 
  
  *****************

• Initial Complaint

  16/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 18, 2022, I took my car to Calgary BMW for oil change and check engine light diagnostic. The diagnostic said that I needed to replace secondary airflow valve. I paid $700 for the replacement but the check engine light was on again on the next day. I called them and did a second diagnostic service on September 8 2022. The second diagnostic said that I needed to replace the secondary airflow sensor and it will cost about $800. I complaint to the advisor *************************************** that I was unnecessarily replaced my secondary airflow valve and asked to talk to her manager. After a while, she called me back and said that her manager will offer me a goodwill repair and cover the cost. She asked me to go home and waited for more info. I took my car home and waited for their goodwill repair info. Nothing happened in a week and I emailed ********** on September 15 2022 and asked for an update. This time, she said that they cannot cover the cost. This is their diagnostic fault. They cannot use guess and ask people to keep replacing different parts. It is not professional.

  Business response

  16/11/2022

  ************** and myself spoke (on Oct. 27th), regarding the complaint/repair process taken to fix the check engine light. First the secondary air valve was replaced and then the air mass flow sensor.  We offered a reduced labour rate on the secondary repair and the issue with the vehicle has been resolved.

   

  Kind Regards,

  ***************************
  Customer Service Manager
  Calgary BMW
  Phone: ************
  @calgarybmw.ca
  calgarybmw.ca

*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. ↩