Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:18/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 12 2022 we bought a 2018 x5 diesel and at the time we also bought extended warranty for the 5 year term or 120 000 km so we where told the amount for five years was over $8000.00 - $1000.00 credit bringing the total amount to over $7000.00 there was an other option of three years or ****** km for $4750.00 - $1000.00 credit bringing the total amount to $3750.00 We chose the 5 years and ******km for just over $7000.00 we trusted the sales and financial personnel because we had bought other cars from this company and never had any issues but three years go by and we get an email saying that the warranty was ending so we immediately called the dealer and asked the reason and they sent me a copy of a supposedly signed contract for three years or ****** km at that time I saw that it sound to me like a fraudulent agreement because the copy I had signed clearly stated ****** km and 84months thats what we signed but when we signed we were told that it was for 5 years the same amount of time as our loan and ****** km in reality they scammed us into believing that it was all been done as agreed never thought that they would make us sign two diferente contracts without knowing the contract we actually paid for over $7000.00 and one for just over $5000.00and thats the one they said we had bought until we showed them the actual contract we signed for over $7045.00 At that time then Mr. **** keillien said that yes it was for ****** km but the years would have to go back to when the first owner bought the car in 2018 that we should have read the small letters explaining the difference but when we bought we where clearly told that it would be for the full term of the loan we where never told that the warranty would start in 2018 when we bought the car in 2022 if it was for three years only it would only cost around $3750.00 this dealership is clearly scamming customers by introducing false documents we wouldnt ever pay over $7000.00 for three years warranty we been robed

  

  Business Response

  Date: 25/02/2025

  I never like to hear that a client is unclear about what they have purchased. However there is an easy explanation for his confusion and I have the documentation to back it up. Initially the client did purchase an 84 month 100k's extended warranty but changed his mind and asked to have that cancelled and a new 84 month policy with 120k's plan initiated instead. this is why he has two separate contracts. He got exactly what he signed for which is the 84 month 120k plan. All of our plans state the term on the summary page and also defines the start time for cars still under factory warranty as the in service date of the car. I'm not sure where he understood that it would be 84 months from the date of purchase but perhaps he did not review the documents thoroughly. If you look at the documents he actually came in to change plans and paid more to do so via Credit card. I've included the correspondence from our very experienced finance manager as well.  

  I've also attached the original plan, the cancelation form for that plan with our clients signature and the new plan. All of these documents are complete with our client's signature on them. If there are any questions please let me know.

  Best regards, 

  **** *******/ Customer Relations Manager/ ********************** 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22946513
  
  I am rejecting this response because: if you look at the signatures on the cancellation form issued by ***** ***** isnt my signature its actually her signature on both lines her and mine I never signed any cancellation forms also ask her to provide the original form that I actually signed which I was told it was for 5 years the same time as my loan term or ******km and I actually gave a copy to Mr **** they didnt have no other copy either than the ******km or 3 years until I gave them a copy when I met him at the store at the end of January 2025 because he said there wasnt any other contract except the 3 years contract that Mr ***** sent to me via text messages for the ******km or 3years
  Its very sad that a company that sold me and my family 5 or six cars in the past 10 years would stoop so low as to provide false signatures and misleading information I can see that they will come up with any fake documents and signatures I never  signed any documents to cancel anything and ******* Dunes the sales person can confirm that the only contract I signed was for 5 years or ******km anything else is fraudulent I wouldnt pay over $7000.00for a 3 years warranty when my loan term was for 5 years same as the last car I bought from this  dealer in December 3 2024 with a four year loan and four years warranty contract. And because the car was full of problems we had to return it to the dealer two months later because it was supposed to be a certified car with no issues and had nothing but problems so much that the car spent 90 % of the time at the dealer to try and repair it, and thats when all the warranty stuff came to light 

  please check the signatures and please ask for the original contract for the ******km or 5 years cause all they have is a photocopy that I gave them. Very disappointed with this dealer false information and advertising I guess this leaves me with no choice but to let the courts decide.

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 08/03/2025

  It is routine for us to cancel a contract when requested by the client and in this case it was to purchase more kilometers on the longest term extended warranty available for the vehicle in question. We honored that request and extended the kilometer allowance by canceling the initial contact and starting the requested one. The client paid the the difference via credit card as laid out in the initial response. The root issue here continues to be that our guest did not review the contract he purchased which clearly states the when the contract term begins and ends. There is no fraud involved here and the client received the correct term and coverage that he requested. The he said she said arguments are pointless and we need to look at he start and end dates of the contract purchased and how those dates are determined. With all due respect His misunderstanding, in my opinion, is due to not reviewing his paperwork thoroughly before signing or he'd understand the term dates.   

  Customer Answer

  Date: 10/03/2025

   
  Complaint: 22946513
  
  I am rejecting this response because:I never authorized this dealer to change my contract I never gave power of attorney to this dealer to sign any documents for me I never authorized any extra charges to my credit card either than the initial payment I will be asking the government to audit this company to check if its common practice to change a contract without customer signature agreeing to do so, the only contract I signed was the original contract for the length off the loan or ******km thats the only contract I signed they clearly misled me saying everything was as we discussed for the term of the loan or ******km and then changed it to 3 years or ******km the only thing I did wrong was trusting that they did it like we agreed and didnt read the small print saying 84 months or ******km. They dont have the original agreement that I signed because the dealer gave me the original document and didnt even keep a copy of the contract they gave me all the documents and then filled the 3 years contract to close my eyes, they only got the copy because I gave it to **** on January 14 2025 to confirm that the documents they had were not what I had signed until then all the people working for the dealer only had the bogus copy for the three years. As far as I know if my signature isnt on the document all the documents that the dealer signed for me are fraudulent because i never gave permission for anyone to sign documents for me. 
  I have tried to remedy this issue with the dealer and the dealer is giving me excuses every time that dont make any sense they are now saying that its common for them to change and sign documents for their customers Im sure that this isnt legal now that we have confirmation that this is a common practice at this dealership as per the response of the dealership we need to get the right government officials to audit all the documents for the  past seven years.

  we are also on the process of getting all the proper documents to file and post all that transpired on to all the online platforms including ********* instagram, Tic Toc , X and may supply whatever we feel that is necessary to let people know about the practice of this dealership including copies of all documents that they modified and recorded conversations that we have. 
  

  Thank you,

   

  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 20/03/2025

  ******,
  
   
  
  I appreciate your input and have attached the copy of the revised warranty contract that included the extra kilometer allowance. This would have been the 2nd time the contract was given without a thorough review of what he was signing for. At the end of the day he received the exact coverage that was purchased for the term and mileage chosen. Interesting that we did not hear from the client at anytime until the term was completed even after he requested a different mileage allotment. Im empathetic to the fact that he has it in his head that the term is longer than it is but thats not how we explain the warranties and the summary page defines the start dates clearly.
  
   
  
  I hope to recover this clients trust at some point but Im not sure how well get there given the anger he has displayed towards our staff.
  
   
  
  Best regards,
  
   
  
  **** *******
  
  Customer Relations Manager | D: ************ | C: ************ | E: *************************************************************   

• Initial Complaint

  Date:30/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Brian Jessel BMW Pre-owned located in *********, regarding an unresolved issue with a tire warranty claim denial, which has caused significant inconvenience and financial burden.My name is ***********, owner of a 2023 *** ***** GC, purchased brand new from Brian Jessel BMW at the end of 2022. At the time of purchase, I also acquired an additional vehicle warranty that included coverage for tires and rims. On April 13, 2024, I found a nail in the left rear tire of my vehicle, based on my experience, it was in a position that rendered the tire irreparable. I immediately contacted ***************************** from the Brian Jessel Pre-owned department, providing him with the tire model and photos of the damage. He confirmed with the warranty company and ordered a replacement tire for me. I was under the impression that all costs would be covered by the warranty company or Brian Jessel.However, the situation did not proceed smoothly. After waiting over two hours at the dealership on April 17, I was informed that the warranty company had refused the claim, and I had to leave my car at the dealership. This was particularly inconvenient as I was in the middle of moving and urgently needed my vehicle. The second day, after not receiving any updates, I followed up with **** and was told that there was no progress in discussions with the warranty company. If I wanted to pick up my vehicle, I would have to pay $881.53 out of pocket. Given my urgent need for the vehicle, I reluctantly paid this fee so I could get my car back. **** promised to assist with the warranty claim and to pursue reimbursement, but I have not received any further communication from him since.I feel that I was coerced into making this payment, as I would not have elected for the repair services from Brian Jessel had I known about these complications. **** ********* ***** **** ** * ****** ************ I request a full reimbursement of the $881.53 from Brian Jessel.

  

  Business Response

  Date: 30/04/2024

  Good afternoon,

  After receiving an email from the client a review of our process was taken and the findings necessitate a full refund for the tire purchased by the client. We'll be making sure he has a copy of the limitations of the warranty purchased as it is not absolute and an adjustment to our process has been made to ensure this is a one time event. 

  Best regards, 

  *********************;

  Customer Relations Manager

  **********************

• Initial Complaint

  Date:21/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20th, 2023 we bought an ***** *** 2014 vehicle from sales person, Moe T******. He had provided us with the invoices and work orders done on this vehicle from Brian Jessel's BMW PREOWNED. May 29th, I had the vehicle checked out by Surrey ***** with an oil change and brake flush. At that time, I was informed it needed a timing belt replacement. That ***** maintenance schedule requires a replacement at 100,000km. This vehicle had 104,000km at the time of purchase on the purchase agreement. I spoke with the sales manager Daniel C**** who said he wasn't going to pay for the repair cost because it was not an safety issue like brakes or tires. I disagreed saying if you are on the number one hwy and it goes, the engine is gone and you will likely crash or cause a crash. He restated not an safety issue and was not going to pay for the repair. I repaired it at Surrey ***** for $1487.84. I sent the sales director of Brian Jessel's BMW PREOWNED, Calvin L**, two emails with all the documents, July 4th and 20th. He never responded back. On August 22, I went through the *** stage one (email to the company to resolve the issue, but again no response was received). As of today, no attempt form Brian Jessel's BMW PREOWNED to rectify this issue nor to contact me about a resolution. Sent from my ******

  Customer Answer

  Date: 21/09/2023

  Refund of $1487.84 off the price of the vehicle purchase. For services that should have been made prior to the purchase or disclosed at the time of the purchase. 

  Thank you,

  ****** ****** 

  

  Business Response

  Date: 23/09/2023

  Although we are very clear regarding the inspection reports of our vehicles we do acknowledge that timing belt would need to be done at some point in the near future. This vehicle was sold and priced with that in mind and the time to go over these things is at the point of purchase not afterwards. Our sales consultant and manager were clear about the condition of the vehicle at the time of sale. The choice was made by the client to move ahead with the purchase.

  With that in mind we would still be happy to offer 50% of the cost of the timing belt change. 

  Best regards,

  Paul Killeen 

  
  

  Customer Answer

  Date: 25/09/2023

  
  Better Business Bureau:
  I fully disagree with the disclosure of the timing belt. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of $744.00 is satisfactory to me.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/10/2023

  Good morning ******,
  
  Please reopen file#******** as Brian Jessel's *** PREOWNED has not reached out to me to fulfill their offer to pay 50% of the repair bill, for the timing belt ($1487.84).
   
  Sincere thanks,
  ******************************;

  Customer Answer

  Date: 20/10/2023

  Good morning ******,
  
  I hope you had a great long weekend.
  
  I have received a cheque from Brian Jessel's *** PREOWNED. 
  
  I would like to thank you for your help in resolving this issue. I am extremely grateful. 
  
  
  Sincerely,
  ******************************;

• Initial Complaint

  Date:23/08/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a $80000 ** on August 5 2023, and my nephew flew from calgary to pick it up. His name is Ajaypal. This is the second car we bought from them, on the previous car, my friend who referred me did get $200 gift as a gift. We asked for the same this time, and were promised "BJ dollars" as Filipe said, and was asked to send the vin number to prove that we bought a car from them in the past. After sending all the information, there was no response for almost a week. I asked again and the sales person Filipe L*** said that they will not be giving it as it wasnt referred to him, and then went on responding un professionally saying "*** * **** ***** ** *** ********** ***** ** **** **** *********** ** *** *** *** *********" This is written in a text message he sent and can be sent as proof if needed. I sent my nephew to talk to Mr Parveez K*** and they said he is busy and Filip L*** will help you. He heard it all and promised the same service level as we got before.

  

  Business Response

  Date: 23/09/2023

  Although there was a complete assumption that the ***** ***** would receive a referral we will be sending the $200.00 Brian Jessel Gift Certificate out. In the future however the referral will have to be established prior to the sale. In this case at no time was the recipient's name brought up in during the sale and only after delivery was our Pre Owned department notified that a referral was being requested. 

  Paul K******

  Customer Relations Manager

  Brian Jessel BMW

  Customer Answer

  Date: 26/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:25/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car on 8th July 2023 at ***************************************************************. While waiting for bank approval in the *** dealership, a financial manager named Lucas advised me to buy the Mechanical Breakdown Protection, claiming it would help with the bank's approval. However, I declined his offer as I didn't see the need for it. Despite my refusal, Lucas insisted that I had to purchase it because he said that I should buy it for approval, and I felt he was trying to deceive me to make a profit.Upon carefully reviewing the contract at home, I discovered that the Mechanical Breakdown Protection was not a determining factor in the credit approval process. Realizing this, I decided to cancel it within the 30-day cancellation period mentioned in the contract. Unfortunately, my attempts to cancel were met with resistance. I called them multiple times (4-5 calls), and also left messages on their website, but they were unwilling to cooperate and said cancellation was not possible.On 16th July, one week later, I visited the *** dealership again to address the issue. Lucas maintained that cancellation was not an option. In my frustration, I requested to speak with a manager who could communicate with me in Chinese, and that's when I talked to Nelson. After a conversation that lasted about 20-25  minutes, I reiterated my desire to cancel the protection plan. Nelson said he would try to assist me in the cancellation process and promised to contact the seller, Mark, to provide me with an update.I waited patiently from Monday to Saturday (17th July - 22nd July), expecting to hear back from Mark, as he said he would get back to me on Saturday. However, he didn't reach out, so I had to initiate contact myself. Unfortunately, Mark didn't respond, and when I inquired about the status on 23rd July, he informed me that ***** was off and said he would get back to me the next day. But on 24th July, when I inquired again, Mark said that Lucas was off once more. I find it perplexing that despite my initial request to cancel on 8th July, I have yet to receive any updates. It seems like they are intentionally ignoring my request and causing unnecessary delays, possibly hoping to exceed the 30-day cancellation period so that I can't cancel it anymore.I felt totally upset and disappointed about the service after selling a car. I don't understand why they won't cancel it for me even though I have the right to cancel it within the 30 days. Therefore, I wanted to cancel it and get the refund.

  

  Business Response

  Date: 17/08/2023

  We agree with the client request and a refund of the warranty has already been done. 

  Thank you,

   

  Paul K******/ Customer Relations Manager of Brian Jessel BMW

• Initial Complaint

  Date:29/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used 2018 **** ****** from this dealership, the sales associates were great and met my needs at the time. I gave a lot of trust as this was my first car purchase and my S.O had bought a used car from this dealership before as well without incident. We test drove the car and upon returning I took pictures of the vehicle's conditions that were concerning, most were cosmetic and I was told these things can and will be fixed but I can also take the car home that day and they will contact me when the necessary parts came in to get it all done. On top of all of that, we only had one capable driver and now two vehicles, our original plan was to leave the first vehicle at a skytrain station and drive the BMW home and pickup the other car later. Was told not to do that and to leave the first car in their service lot to pickup later and take an **** in which they would reimburse me the cost for. I live in Surrey, so it cost around $41 to **** back to get the other car. I contacted my sales associate via ******** and got no response. I have called several times in the last almost 6 months now to check in on the status of the parts needed for repair etc and got told the same thing until I started getting dodged. I've left messages and get no reply, I've called a sales manager who told me that they were really sorry about all this and that my sales associate would get back to me, its been over 24 hours since that call. This is really frustrating especially for my first purchase and this does not represent my expectations of the BMW brand. I didn't buy a ****. But I feel like I was shown and sold a car that was there for 4 days, was probably up for the cosmetic fixes (central lock button is cracked, paint is scuffed in some places, 3 minor dents, red paint(?) scuff on an interior door handle) but because it was sold they sent it home with me anyway. The car itself is fine, my customer service has not been as soon as I drove the car home.

  

  Business Response

  Date: 09/08/2022

  I'll be in touch with the client today to discuss the issue and work on an action plan. 

   

  Paul 

  Customer Answer

  Date: 12/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They have contacted me in a timely manner and we have set an appointment to address the issues I was promised to get fixed.  I only wished they had kept up communication before, I too run a business and I try my absolute best to address any concerns my clients have.  Hopefully this doesn't hurt our relationship as I do enjoy the brand and their cars.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:15/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used 2018 BMW 440i at biran jessel in March 2022. Within three months, my car has several severe problems including the drivetrain malfunction, a broken air condition system, and abnormal sound with my rear break. I talked to the one who sold me this car, but he left the job, and he didn't respond to my message. Now, i came directly to the store and the manager told me I've passed the guarantee and they won't cover any of my costs. It's not reasonable that I bought a car within a few months with so many problems, and I have to pay all the costs by myself. It's my first year in Vancouver, but I guess I must be protected from buying a used car here.

  

  Business Response

  Date: 26/07/2022

  Although during the purchase process we offer multiple extended warranty options for vehicle's out of original warranty this client chose not to purchase any coverage. There is a 3 month breakdown warranty but the car did not break down so anything he is experiencing is customer pay. that being said I'll be reaching out to the client to have him brought in for a diagnosis free of charge to verify his concerns. He chose not to come in when it was brought to his attention that he would be paying for the time in the shop so we have not seen this vehicle since it passed its initial safety and quality inspection. 

  I will be updating BBB with how we can support the guest after we have looked at the car.

  Best regards,

   

  Paul K******

  Customer Relations Manager

  Brian Jessel BMW