ComplaintsforBMW of Little Rock

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used Lexus vehicle on May 15, 2023 from BMW , 4621 Colonel Glenn Plaza Dr., Little Rock , AR 72210-2861. The sales representative Bakkar ******** was very professional and helpful. I returned 4 weeks later with a few concerns; one the passenger seat belt had damage and it looked as if a dog had chewed it. Secondly, the front bumper began to crack and separate from car. A date was scheduled to replace the seat belt and during the waiting to install it time I asked if it was possible to receive a complimentary car wash . After a 3 to 4 hours I was informed that the car was ready. Three hours later after arriving home, I notice the bumper separation gap to be larger . I contacted the service manager and forwarded pictures to support my concern. I returned a few days later and one of the service men took the car for observation/ analysis only to determine it was nothing they could do. I asked for the general manager business card -Owen **** because I was upset due to the fact my purchase was one month prior and I was going to contact legal counsel. Owen **** agreed to meet with me and this is when the atmosphere change. He approached me in the waiting area with this arrogant , dismissive , pompous disposition. He stated what can I do for you with an attitude . I asked is there an office or space to have an discussion? He directed me to his office where he continued his arrogant, dismissive , condescending behavior. He attempted to "educate" me on who he was and where he lived ...blah ..blah . He finally agreed to have someone look at the car a few days later. When I picked the car up it was not fixed !!! I explained to the service guy and he assured me I would receive a call...didn't happen. On 07/24/2023 I was informed they would not do any additional work without a charge. This is so disappointing because this was a graduation gift that I worked very hard to achieve. BAD SERVICE!!!! BMW @LR

  

  Business response

  08/11/2023

  Dear Better Business Bureau,
  
  Our law firm represents BMW of Little Rock. I have received and reviewed the complaint by Mr. *******. As I understand the complaint, Mr. ******* believes he received bad service at the dealership. While BMW is sorry to hear of Mr. *******’s complaint, my review of this matter does not indicate that the dealership is responsible for further repairing Mr. *******’s vehicle.
  
  BMW’s records show that Mr. ******* purchased a 2019 Lexus ES350 on May 15, 2023. He purchased the vehicle “as-is.” The Buyer’s Guide signed by Mr. ******* expressly states “AS IS – NO DEALER WARRANTY” and that “the dealer does not provide a warranty for any repairs after sale.” The Buyer’s Guide further provides a “list of some major defects that may occur in used motor vehicles.” Mr. ******* signed the Buyer’s Guide, thereby acknowledging his understanding that the vehicle was sold “as-is” and with all faults. Further, Mr. ******* signed a “WE OWE” form that expressly stated that “nothing is owed or promised” by the dealer.
  
  Sometime soon after the sale, it is my understanding that Mr. ******* contacted the general sales manager about fraying on a seatbelt. As a gesture of goodwill only, BMW agreed to replace the seatbelt. Mr. ******* also requested that the dealership repair a front bumper misalignment, which BMW declined to do as it was not a safety concern and Mr. ******* bought the vehicle as-is.
  
  After Mr. ******* got his vehicle back from the seatbelt repair, he alleged that the service department wrecked his front bumper. The service manager called Mr. *******, and Mr. ******* agreed to bring the vehicle back to the shop the following day to be inspected. The service manager pushed the bumper back together. Nonetheless, Mr. ******* remained unsatisfied.  
  
  Per my investigations, the General Manager then approached Mr. ******* and asked how he could be of assistance. The general manager disputes Mr. *******’s characterization of their exchange and at the time, the general manager explained that he was not being “aggressive” or dismissive and was only trying to help if he could do so within reason.  Mr. ******* then showed the general manager a gap between the front bumper and headlight. The general manager offered to have a service technician look at the bumper to see if a clip or bolt could hold the two pieces together. Mr. ******* brought his vehicle back the following week, and the technician replaced a missing bolt between the bumper and front quarter panel. Mr. ******* picked up his vehicle without further concern or complaint to BMW of Little Rock.
  
  In sum, the dealership has already gone above and beyond to assist Mr. ******* as a gesture of goodwill. It is not obligated to make any more free repairs to his vehicle.
  
  We hope that this response clarifies matters. Should the BBB have questions or need more information, please do not hesitate to contact me. 

  Sincerely,
  Kathy *********

  Customer response

  08/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: Please review Yelp comments based on the business practices and how BMW of LR treats its customers( new and exiting). Many deceptive practices
  
  Sincerely,
  
  Marvin *******

*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. ↩