ComplaintsforBMW North Scottsdale

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my *** x3 in for regular service maintenance and after a few days after the service the coolant is leaking and the speed panel is shifting sometimes to the side. And those things never happened before I left my car the at dealership. And now they are trying to charge me 7000 for the coolant leak. After I same its too expensive they said 4000 is ok while the other place only charge me 2500.

  Business response

  07/10/2024

  **************,
  
  Thank you for raising your perspective on your recent visit to our service department. We understand it is never a comfortable situation when faced with the decision to make repairs. It is important to make mention of the fact that your vehicle is a 2018 X3 and has approximately ******* miles. Vehicles in this category by nature typically require a bit more work and care. Based on your description of the event, it sounds like our service department gave you the recommendations they felt were necessary to repair the vehicle to factory specifications using factory/OEM parts and utilizing the skills of master trained technicians. We understand that this comes at a higher cost than some alternative options in the market place. It also sounds, based on your description, that the service department worked hard to try to provide a pathway to make it more financially feasible to take advantage of all of those factory benefits. Our goal is to provide you with everything you need through a very transparent video inspection process. You were sent this video inspection where we detailed all of the findings on camera for you to see. At that point it is our responsibility to quote you our recommendations. Ultimately the choice of work performed is yours, and we try to remain objective and flexible in allowing you to get the most bang for your buck based on your need.
  
  We recognize that there are independents and other avenues out there to perform work for less but it is our commitment to *** to look at these vehicles and provide the necessary recommendations to bring them back to full factory specifications.
  
  I hope this adds a bit more clarity.  
  
  *************************
  General Manager
  BMW North Scottsdale

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used vehicle. Purchase document includes a "we owe you" document, which has 1. replace windshield, 2. 2nd key, and 3. repair leather tears on it. I dropped the vehicle off for a period of one week, and as best as I can tell, none of these items have been done. After expressing this right after the vehicle was picked up (via text message), the staff said they got their manager involved (via text message), and I have heard nothing for several days.

  Business response

  01/31/2024

  *************,
  
  Thank you sincerely for this feedback. We are working diligently on meeting and exceeding your expectations. The key that we promised arrived today. To receive keys they must be ordered and in most cases they come from *******. **** has been working on reaching you in an effort to find out if you would like to pick it up or if you would like us to mail it to you. In regards to the windshield,our team repaired the chip when you brought the vehicle in and we are under the impression that this resolved the issue. The leather repair is done by a 3rd party and they are mobile and able to come to you. They have attempted to reach you to schedule an appointment that would be convenient for your schedule. **** has also been reaching out to you to find out if there has been a time scheduled that you are comfortable with. I cant stress enough that customer service is our top priority and I want to apologize if we did a less than perfect job managing your expectations. Our intent is to do the right thing by ALL of our customers and we will do the best we can to rebound and make sure that you get the service you deserve.
  
  *************************
  General Manager
  BMW North Scottsdale
  ************

  Customer response

  02/01/2024

  Mr. ******,

  Thank you for the prompt reply.

  With regards to the key, please mail it to me at *************************************************************************

  With regards to the leather tears, I received a phone call from the 3rd party after I filed the BBB complaint.  I will reach out to them.

  The "We owe you" document specifies that the windshield was to be replaced.  The windshield was not replaced, and I think everybody would agree that this is explicitly a breach of contract.  You mentioned that your dealership did a "less than perfect" effort in managing my expectations.  My expectations that the windshield be replaced are based on what I was told leading up to the sale and what the contract explicitly says; they are reasonable expectations; and there is nothing to be "managed" about them.  The issue is simply a breach of contract.  BMW North Scottsdale said they would replace the windshield as part of a vehicle sale, and after the sale had been made they independently decided they would fill in the larger chip.

  Regards,

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

   

  Business response

  02/02/2024

  ****,
  
  We have made many attempts to reach you and you have not responded. We have sent emails, and also left messages. I would like to discuss your expectations so that we can get this resolved for you properly.
  
  My direct line is ************. I am happy to assist.
  
  *************************
  General Manager
  BMW North Scottsdale
  ************

  Customer response

  02/15/2024

  I would like to correspond through written messages on BBB at this stage since other efforts have failed.  Please let me know what you believe is a fair resolution, given that 1) the "we owe you" document indicates that the windshield would be replaced, and 2) multiple phone calls to your leather repair vendor have gone unanswered.

  Regards,

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

• Initial Complaint

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,My name is ******************* , owner of a *** X5 ************************************************************* ******* , **. BMW North Scottsdale, ***** N. Scottsdale RD, ******* ** *****. On 6/19/2023 I brought my car to the *** dealer to replace the battery since I had some problem starting the car the day before. *** replaced the battery and gave my car the same day . The next day when I drove my car to work, I noticed that the three green LEDs for the heating seat buttons were not working properly. On the driver side only two led illuminate and on the passenger side only one led illuminate even if you push the button multiple times. Yes, I do turn on the heating seat even in summertime since I have chronic back pain, thats how I noticed these two buttons were not working properly right away. On Saturday 6/21/20223 I drove back to the *** dealer again without appointment, but they told me that I need to schedule and appointment first , so I called the service, and we schedule an appointment for 7/12/2023. I brought the car in early morning on 7/12/23 and I was assigned to the service advisor ************************* , **************************** , ************. In the afternoon the same day , *********************** called me, and she said that in order to fix these LEDs on the heating seat button a module needs to be replaced and will cost me $3k. I was shocked, and I asked to talk to a Manager. After a couple hours the Operation Manger ***********************, **************************** , ************ called me giving a discount saying that the LEDs not working for the heating seat was just a coincidence and will fix the car for 1k instead of 3k or he would refund the price for the battery replacement so I can bring my car to somewhere else. What??? why you would refund me the price of the battery? Just to get rid of me because you know that this thing can happens during the battery replacement ? it doesnt make any sense. The LEDs were working before the battery replacement and then were not working after the battery replacement , this is very logical and Im 100% sure because I use these buttons every single day. Im very disappointed and was never expecting this from a great company as ***. I reject any discount to fix the vehicle or a refund for the battery replacement. I request the three LEDs on the buttons of the driver side and passenger side to be fixed and work properly.Sincerely ******************* ******************** ***********

  Business response

  07/21/2023

  Re: Case ID #******** / *******************
  
  To Whom It May ****************** regards to case ID #******** submitted by *******************, BMW North Scottsdale is submitting the following as our response to this complaint.
  

  ***********************, Fixed Operations Director, has been in contact with ************** since this complaint was filed. **************** and ************** have come to an agreement. *** North ******* and BMW North Scottsdale are going to cover this repair under goodwill at no cost to ***************
  

  As we are agreeing to cover the repair for **************, we are considering this issue resolved. If further information is needed, I can be contacted at ************.
  

  Sincerely,
  
  *************************
  General Manager
  BMW North Scottsdale

  Customer response

  07/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  False advertisement on Pre-Owned 2020 INFINITI QX60 PURE VIN: ***************** STOCK: BP8969A vehicle posted on the *** of North Scottsdale website. This vehicle model and year does not come with navigation.Salesman tricked my husband and I by having us sign a form to run our credit when we said we already had chosen a lender. He also said it was a soft pull and it wasn't going to affect our credit score and that it was the only way to take the car home to ensure our lender pays them for the vehicle. That was a lie.Salesman also offered a $500 loyalty discount then retracted after we repeatedly said no on the in house financing, then raised the selling price of the vehicle and lowered our trade-in value.Very bad customer service. Dirty dirty business.

  Business response

  07/17/2023

  Re: Case ID #******** / **************
  
  To Whom It May ****************** regards to case ID #******** submitted by **************, BMW North Scottsdale is submitting the following as our response to this complaint.
  

  On July 10, 2023, ************** was texting with one of our client advisors at BMW North Scottsdale prior to coming to the store in-person. In these text exchanges,she asked our client advisor what kind of rates we offer to buyers with good credit.He did inform her that he can look at the rate sheets but cannot guarantee a rate without running her credit. She stated she understood. While she was in the store, she did sign a credit application and she was told how the credit application works. The claim that she was told this would be a soft pull is inaccurate.Additionally, we cannot offer loyalty discounts on off-brand (non-BMW) vehicles.
  

  As the desired resolution of this complaint is for us to no longer contact the consumer, we will respect this request. ************** contact information has been removed from our client database.
  

  If further information is needed, I can be contacted at ************.
  

  Sincerely,
  
  *************************
  General Manager
  BMW North Scottsdale

• Initial Complaint

  12/10/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  This is a separate complaint that is associated to Complaint #******** which BMW North Scottsdale had failed to inspect the vehicle 4 shock absorbers before selling it to me. This complaint is requesting BMW North Scottsdale to cancel my vehicle extended warranty contract that I had purchased for $2,338.00/60 months from 5/27/22 and also issue me a refund after the cancellation. Complaint #******** contains all the details of the transaction date and my unsatisfied service that I received from **** I requested for the vehicle extended warranty to be canceled on 10/19/22 after they refused to be responsible for the replacement cost of the 4 damaged shock absorbers from failing to inspect the vehicle before selling it to me. I called BWM North Scottsdale 3 more times after 10/19/22 to follow up on the status update but they did not provide me any update. They told me that they would call me back later soon and would get it resolve but it has been almost 8 weeks since my initial request date.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had purchased a 2020 ****** 4Runner, VIN ***************** on 5/27/2022 at BMW North Scottsdale. I had paid *** $48,220.48 for the vehicle, sales tax, document fee, registration fee, title fee, and 5-year Platinum extended warranty. On 10/08/22, I dropped my vehicle at the Brake Masters #*** for the first oil change after the purchase of the vehicle. After the oil change, the mechanic told me that it was weird that all 4 of my shock absorbers were leaking oil. The total repair costs including taxes was $2,563.24. I remembered the finance manager at BMW North Scottsdale had told me during the vehicle purchase that I can stop by any ****** dealer for repair any part that are under the extended warranty coverage therefore I decided to drop off my vehicle at the ******************************************************* expecting that the shock absorbers will be replaced under the vehicle extended warranty. However, after the inspection a ******'s assistant service manager called me back and told me that the shock absorbers were not cover under the extended warranty, but it would cost $1,800.00 for the repair with $200.00 discount. I immediately called BMW North Scottsdale on 10/14/22 in the afternoon thinking that they would be responsible for the repair costs and getting the extended warranty claim resolved. The communications between *** and myself went back and forth from 10/14/22 to 10/19/22 but it did not get resolved. I talked to ***************************** who is the finance manager from *** on 10/19/22. I told him that his company had failed the inspection, but he verbally said that his company did not fail the inspection before selling the vehicle without providing any proof or vehicle inspection report. I found a local mechanic who can help replace the shock absorbers for $200.00 but I had to pay for the parts. Therefore, paid ******************************************************* $240 for inspection on 10/19/22 and purchased 4 shock absorbers for $1,086.73 on 10/27/22. *** is responsible for refunding me $1,526.73.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4-2-22 I sold my 2014 *** 528i. On 4-11-22 I spoke with *************************** and received a gap cancellation form which I sent been back the same day. *** sent emails that have gone unanswered, and have left in returned voicemails. As of today I still have not received my funds for the gap insurance I purchased. Please help!

  Business response

  10/07/2022

  October 7, 2022
  
  Better Business Bureau
  1010 ******************
  *******, ** 85014
  
  Re: Case ID #******** *****************************
  
  To Whom It May ****************** regards to case ID #******** submitted by *****************************, BMW North Scottsdale is submitting the following as our response to this complaint.

  The GAP insurance that ******************** financed on her 2014 *** 528i had already previously been cancelled and refunded in 2021. Our check dated 10/22/21 cleared the bank on 11/4/2021. Since GAP insurance was part of the financed amount, the refund check was processed and sent to the lienholder,Santander, and would have been deducted from her loan balance. 
  

  If further information is needed, I can be contacted at ************.
  

  Sincerely,
  
  *************************
  General Manager
  BMW North Scottsdale

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During a repair they damaged my car. And - they left it that way, with visible damage. I drove back to them and when they inspected it they did further damage. Then said they would have to order a part to repair the damage. That was five weeks ago, and no word. Service agent does not answer the phone and has not returned my call & message. Online chat feature says it is too busy to work. Other service agents don't want to get involved. The damage is to an air bag and could be dangerous to have only half way installed as it is. Also no response from corporate ****

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  y name is ************ , I purchased a vehicle from your location back in February.In March I brought the vehicle back in after having it inspected by another dealership, at which time it was discovered the brakes and rotates needed to be replaced.************************* and I came to an agreement that I pay $400 for the repairs.Fast forward to 10/18 my vehicle was serviced for basic maintenance at which time it was discovered my rotors were now warped.10/19 I brought my vehicle in at which time ************************* had me drop my vehicle back to service for an inspection. It was confirmed that my rotors were in fact warped. However, ****** is now stating he will not replace the rotors for various reasons. He in turn had a gentleman contact me approx. 2-3 hours later by the name of *****************, whom I have no knowledge as to whom he may be stating ****** had left for vacation and would not return until Saturday. And that I should pick my vehicle up and drive it until he returns (which sounds rather unsafe). It is now Tuesday and I have yet to hear from anyone regarding any type of updates. I am at this time am asking to have this situation remedied immediately as originally agreed upon or a complete refund of all monies paid for the vehicle and lost earnings incurred.

  Business response

  11/12/2021

  
  
  To Whom It May ************** regards to case ID #******** submitted by *********************, BMW North Scottsdale is
  submitting the following as our response to this complaint.
  ************ has been in direct communication with our General Manager, *********************, since this
  complaint was submitted. We have since reached a resolution on this matter with ************ and
  consider this matter resolved.
  If further information is needed, I can be contacted at ************.
  Sincerely,
  *********************
  *********************
  General Manager
  BMW North Scottsdale

*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. ↩