ComplaintsforBMW Canada Inc

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . I booked for a service appointment at the time when I had warranty coverage and by the time I brought it for service the mileage was a little over the coverage and BMW didn’t honour the coverage.

  Business response

  18/01/2024

  Subject: BBB Case # ********
  
  Dear BMW Customer:
  
  Thank you for allowing us the opportunity to respond to your recent concerns to the Better Business Bureau regarding your service appointment concerns.
  
  As previously advised in our e-mail correspondence, your retailer will be contacting you to discuss a resolution. I hope you find this information and assistance from our office to be helpful.
  
  If you have any further questions, please contact the Customer Interaction Centre at ###-###-####. Thank you for your business.
  
  Sincerely,
  
  Currie
  Case Manager
  BMW Canada

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 28, 2022. $1,174.31 Paid to BMW Kingston. Jan 2022: Letter from BMW Canada: No. XXXX-XXX Diesel Exhaust Gas Recirculation (ECR) Cooler RECALL Our 2016 BMW X3 had a check engine light. Tests indicated: Low Temp ECR valve. The RECALL was explain to BMW Kingston and they called BMW Canada. Low Temp ECR valve is a part of the ECR Cooler RECALL. BMW Canada would not complete the RECALL work and we was advised that the repair to the valve would need to paid for by us. We were advised by BMW Kingston that the RECALL parts are available and the RECALL work (including the ECR valve) would be completed at a later date and we would need to discuss the reimbursement of the repair with BMW Canada. BMW Kingston had our vehicle for 5 days and had the (ECR) Cooler RECALL been completed immediately the time would have been cut in half.

  Business response

  25/02/2022

  Business Response /* (1000, 5, 2022/02/11) */ Subject: BBB Case # XXXXXXX Thank you for allowing us the opportunity to respond to your recent complaint to the Better Business Bureau regarding your EGR Valve repair concerns. As previously advised, BMW Canada provides a manufacturer's warranty that is valid for four years or 80,000 km, whichever should come first, to cover any manufacturer's defects during the warranty parameters. Unfortunately, our records indicate that the manufacturer's warranty expired in 2019. In addition, your X3's Vehicle Identification Number (VIN) does have an active extended part warranty for the EGR Cooler; however, the extended part warranty does not include the EGR valve. As such the EGR valve repairs were unable to be covered under the EGR Cooler extended part warranty. We can also confirm that our records indicate that a recent EGR Cooler recall has been issued for your X3 with Transport Canada. At this time, a repair for that recall has yet to be identified. You will receive a second letter once a repair is identified and parts are made available. We provided you steps you may take for entering a claim for a possible reimbursement should the EGR Cooler recall repair come back indicating the EGR valve require repair due to the defect that caused the EGR Cooler recall to be issued. We hope you find this information helpful. If you have any further questions, please contact the Customer Interaction Centre at X-XXX-XXX-XXXX. Thank you for your business. Sincerely, Currie Case Manager BMW Canada

• Initial Complaint

  22/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the BMW X6 40i from Calgary BMW in April 2021. In mid-November, 2021, I noticed there is a vibration shuddering when brakes are applied while driving on the highway. Contacted the dealership immediately and made the appointment for Nov. 29th, 2021. By then, the mileage for this car is around 9000km. Then the dealership told me that both front and back brakes needed to be replaced. However, since the front brakes were rusted, they will not be covered under the warranty. I expressed my dissatisfaction and told them that my car was parked underground garage all the time. The dealership said they could replace the back brakes first to see if the situation gets better or even disappear. I agreed. On Dec.17th, 2021, I went back to replace the back brakes. The service report, later on, indicated the pulsation is still present and the front brakes require replacement. I tried to talk to the manager of the service department of Calgary BMW. He refused to talk to me, and ask the service rep to tell me that I should directly complain to BMW Canada and to get replaced front brakes.

  Business response

  24/01/2022

  Business Response /* (1000, 10, 2022/01/10) */ Contact Name and Title: Case manager Contact Phone: X-XXX-XXX-XXXX Contact Email: ****************@bmw.ca Subject: BBB Case # XXXXXXX Thank you for allowing us the opportunity to respond to your recent complaint to the Better Business Bureau regarding your 2021 BMW X6 xDrive40i's repairs. It was with great disappointment that we read of your concerns regarding the front brake's replacement required in your 2021 BMW X6 xDrive40i. Please be assured that the quality of our products and services receive our constant attention; however, repairs may be required throughout a vehicle's life despite our best efforts. BMW Canada provides a manufacturer's warranty that is valid for four years or 80,000 km, whichever comes first. This warranty is in place to cover any manufacturer defects during the warranty parameters. It is important to note that the rust on the brakes of your vehicle is not due to a manufacture defect, as diagnosed by the service center of Calgary BMW. Brakes longevity can be impacted by a lots of factors independent of our will. It is important to note that the weather conditions and the lack of driving can favor the development of rust on the brakes and complementary items. With that being said, it is important to note that BMW Canada has accepted, in the spirit of good customer's service and as a goodwill gesture, to cover the front brake replacement needed on your vehicle. As discussed on the phone, we cordially recommend that you contact the service center of Calgary BMW to get the details of that offer. We hope that you find this information useful. If you have any further questions, please contact the Customer Interaction Center at X-XXX-XXX-XXXX. Thank you for your business. Sincerely, Papa B. Case Manager BMW Canada

• Initial Complaint

  04/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i recently purchased a certified used 2018 X3 M40i from a BMW dealer in BC that has had numerous issues. The fully BMW warrantied vehicle was purchased Apr 30, 2021 and has since had 12 service visits and has spent over 75 days of the 6 months I've owned it in the shop being 'repaired'. Despite the 12 visits, BMW has been unable to repair an issue with the frontal collision warning system which randomly engages when there is nothing in front of me and slams on the brakes! i am getting nowhere with the dealership and when i've called BMW Canada, they are also not able to provide assistance. As this is a serious safety concern which i believe after 12 failed opportunities for BMW to fix this under warranty, theyare now in breach of contract under that warranty.

  Business response

  05/01/2022

  Business Response /* (1000, 5, 2021/11/17) */ Subject: BBB Case # XXXXXXX Thank you for allowing us the opportunity to respond to your recent complaint to the Better Business Bureau regarding collision warning concerns. It was with great disappointment that we read of your concerns regarding the collision warning concerns in your 2018 BMW X3 M40i. Please be assured, the quality of our vehicles receives our constant attention, nevertheless, despite our best efforts, a problem may occur with a particular vehicle or component. BMW Canada provides a manufacturer's warranty that is valid for four years or 80,000 km, whichever should come first, to cover any manufacturer's defects during the warranty parameters. Our obligation and ultimate goal is to successfully repair any vehicle problems which arise per the terms of the warranty. With that being said, we have reviewed your concerns further. The service team at The BMW Store have confirmed that after your latest repair the vehicle left their centre working as designed, no malfunctions were reported in the collision warning system. As our goal is to repair the vehicle when issues arise, we would be unable to meet your expectations of replacing the vehicle. We apologize for any disappointment this may cause. If you have any further questions, please contact the Customer Interaction Centre at X-XXX-XXX-XXXX. Thank you for your business. Sincerely, ***** Case Manager BMW Canada Consumer Response /* (3000, 7, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately the car is still having the same issue. I have stated numerous times that the car has been in for repair 12 times and over 60 days since I owned it however the issue is yet to be repaired. The 12th visit was on Oct 26 where the camera was replaced in hopes of fixing the issue with the collision warning system. You state THE BMW store reported no fault however that is would be a false representation of what happened as the camera was repaired only because BMW were out of ideas for how to repair the vehicle. The camera was a last ditch effort to fix the issue however the vehicle still has the same problem. I reported this to the BMW STORE responded " ******* **** @ The BMW Store: *** said for the time being best to drive with the frontal collision setting off. Meanwhile, we would have to check the car again as he is out of ideas at this time. We will probably have to get you in a loaner again and submit a case to BMW as we have replaced everything they asked us to already last time." You will note that all repairs completed under warranty by THE BMW Store need to go through BMW CANADA for approval first!! As a result, ive given you 12 opportunities to resolve and you have failed which I believe is a breach of contract. ********************************************************************** I would appreciate BMW taking this fault more serious. I have a car that randomly slams on the brakes when nothing is in front of me and yet, BMW continue to dismiss me as demonstrated in your incomplete response which doesn't addrsss the issue with my vehicle nor the inconvenience I've experienced having my vehicle in service so many times. I've also spoken on the phone to several managers at BMW Canada who continue to promise to call me back or offer compensation however, not one of those managers has called back. I would hope that the BBB and BMW Canada would actually take seriously the fact I have a car that is slamming on the brakes. Is that a BMW that operates safely? Business Response /* (4000, 11, 2021/11/30) */ Subject: BBB Case # XXXXXXX Thank you for allowing us the opportunity to respond to your recent complaint to the Better Business Bureau regarding collision warning concerns. Please be advised we have followed up with The BMW Store who confirmed that after the Kafas camera was order and replaced, the vehicle left The BMW Store working as designed per the shop foreman and the BMW Technical team. If you are still experiencing issues with the frontal collision warning we may only recommend contacting The BMW Store service department for further investigation. We cannot speak on behalf of required repairs if no faults are being found in the system. It is important to note our offices do not have mechanically trained representatives, and the service department is in the best position to continue investigating your concerns with BMW technical team. Our goal as the manufacturer is to have vehicle's repaired, we would not replace your vehicle at this time. We would be willing to look into compensation once the vehicle has been completely repaired in order to have the most accurate time frame and number of visits you had in order to have your concerns addressed. If you have any further questions, please contact the Customer Interaction Centre at X-XXX-XXX-XXXX. Thank you for your business. Sincerely, ***** Case Manager BMW Canada Consumer Response /* (4200, 13, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) AGAIN.. BMW Canada is failing to address the main issue: -I have a vehicle that is under warranty, which they are unable to fix after 12 attempts. This is a breach of the warranty contract ***** states they will offer compensation and that I should call BMW Canada. Since the last response to this complaint, I have called and left 4 messages with no response! Clearly, BMW Canada are demonstrating an unwillingness and disregard for the urgenty of the matter. I am still driving a car that slams on the brakes randomly on its own and cant seem to get anyone to take the time to discuss how to resolve and compensate! Business Response /* (4000, 15, 2021/12/09) */ Subject: BBB Case # XXXXXXX Dear ****: Thank you for allowing us the opportunity to respond to your recent concerns to the Better Business Bureau regarding collision warning concerns. As previously advised, The BMW Store confirmed that after the Kafas camera repaired, the vehicle left The BMW Store working as designed. If you are still experiencing issues with the frontal collision warning system, we may only recommend contacting The BMW Store service department for further investigation. We cannot speak on behalf of required repairs if no faults are being found in the system. It is important to note our offices do not have mechanically trained representatives, and the service department is in the best position to continue investigating your concerns with BMW technical team. Our goal as the manufacturer is to have vehicle's repaired under the terms of the manufacturer's warranty and as mentioned above, the retailer indicated the vehicle was operating as designed. We would be willing to review compensation once the vehicle has been confirmed by you as completely repaired. This will ensure a thorough and most accurate time frame and number of visits you had in order to have your concerns addressed. If you have any further questions, please contact the Customer Interaction Centre at X-XXX-XXX-XXXX. Thank you for your business. Sincerely, ****** Case Manager BMW Canada

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