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:10/21/2024

  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 filing a complaint regarding a Certified Pre-Owned (***) vehicle I purchased from BMW of El Cajon. The vehicle was represented as meeting high standards of quality and reliability, which was a primary factor in my decision to purchase it. Unfortunately, my experience with this vehicle has been anything but satisfactory.Shortly after purchasing the vehicle, I had to return to the dealer for multiple service visits outside of the normal maintenance schedule. These visits are well-documented in the service records, and I have retained all relevant documentation as proof. Despite these early issues, I relied on the dealer's assurance that the vehicle was in excellent condition.However, after the expiration of my *** warranty, I noticed significant dye back on the bumper. Upon taking the vehicle to a reputable auto body shop for repainting, it was discovered that the car had previously been in an accident and was poorly repaired. This information was never disclosed to me at the time of purchase, which raises serious concerns about the integrity of the *** inspection ********** make matters worse, I am now experiencing drivetrain issues, further indicating that the vehicle may have underlying problems that were not addressed or disclosed during the *** certification. I believe that I was sold a lemon under the guise of a *** vehicle, and this has caused me significant financial and emotional distress.Given the substantial issues with this vehicle, I am requesting that BMW of El Cajon take responsibility for the defective nature of the car and offer a resolution that includes either a full refund or a replacement vehicle. I trusted that purchasing a *** vehicle would provide peace of mind, but instead, I have been left with a vehicle that is unreliable and unsafe. I urge the BBB to intervene and assist in resolving this matter fairly and promptly.

  Business Response

  Date: 08/19/2024

  To whom it may concern,

  This vehicle was sold to customer with just under ****** miles.  This vehicle currently has over ****** miles on it.

  07/12/22 at ****** miles customer brought in vehicle for a concern with the front bumper parking sensor not sitting flush with bumper.  This was repaired at no charge to customer and was a simple concern of refitting the sensor.

  10/20/22 at ****** miles, customer brought in vehicle for a concern of whistling noise from engine and smoke out of exhaust.  We found a defective vent valve that is part of the valve cover assembly.  This was replaced under factory *** warranty at no charge to customer.

  04/11/23 at ****** miles. customer brought in vehicle for maintenance warranty items (oil change) as well as a concern with a misfire during cold starts.  We found a one time fault that occurred but did not illuminate a check engine light. We recommended vehicle to stay overnight for further testing but customer declined.

  During the purchase of the vehicle the customer is provided a copy of the CarFax report and this will list any known accidents that have been performed under insurance.  It is possible that the front and or rear bumpers have been repaired in the past and the prior owner paid for this themselves and not through insurance and this would not be reported to CarFax.  Our inspection of the vehicle did not show any known damages to the vehicle that would indicate an accident.  It is also common for used vehicles to have the front and rear bumpers refinished due to dents or scratches during the sales reconditioning process.  This may explain why a body shop professional would see that the bumper had been repaired.

  Thank you,

  **** *****

  Service Manager

  BMW of El Cajon

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

   

  Customer Answer

  Date: 08/19/2024

  I must reject BMW of El Cajons response as it contains inaccuracies and omissions.
  Event on 07/12/22: *** claims the front bumper sensor was repaired at no charge. This is false. I was told cosmetic issues werent covered under warranty, and no repair was made. I have documentation and photos proving this.
  Event on 10/20/22: The vent valve replacement was the first major mechanical issue. Given the vehicles low mileage, this was highly unusual, as confirmed by **** service advisor, *** ********. This was the first indication of deeper issues with the vehicle.
  Event on 04/11/23: I declined further testing because I was told Id be charged if no issue was detected, despite being under warranty. This decision was based on their previous failure to identify problems unless recorded by the *** system.
  Additional Event on 05/12/23: During a trip to *********, the water pump failed, resulting in a complete loss of coolant. *** of ********* repaired it under warranty, but its concerning that the vehicle couldnt handle a 333-mile trip less than a year after purchase.
  Bumper Damage: The previous owner was a BMW of El Cajon employee. When the bumper was removed, significant damage, including broken clips and frame damage, was revealed. These issues would have been discovered during a proper inspection, raising doubts about the *** certification process.
  Given the multiple mechanical failures and undisclosed accident damage, this vehicle clearly doesnt meet *** standards. I have documentation and photos to support my claims. The dealership should be held accountable for selling a vehicle that fails to meet promised standards, unfairly placing the burden on me as the consumer.
  I look forward to your assistance in resolving this dispute.
  Sincerely,
  ******* ****

  Business Response

  Date: 08/20/2024

  Upon review of the records the customer did not pay for the left parking sensor repair.  The dealership took care of this issue at no charge to the customer and the customer did not pay out of pocket for this repair.

  All issues customer has had with this vehicle have been covered by *** warranties.  This is the reason for warranties as vehicles can and do have mechanical issues and the manufacturer in this case *** has covered these repairs under the terms of the customer's warranty.

  At this time I would recommend the customer speak with our used car manager **** ****** if she has further questions in regards to bumper repairs.   To reiterate it is not uncommon for bumpers to be repaired by customers or dealerships as they are the most typical area to be damaged thus why they are called bumpers.  This does not constitute the vehicle has been in a major accident and would not make the vehicle ineligible for CPO coverage.

  **** ****** can be reached at ************

  Thank you,

  **** *****

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

  Customer Answer

  Date: 08/22/2024

  BMW of El Cajons response to my complaint is not only factually incorrect but also misleading. The sensor in question was never repaired, and no out-of-pocket expenses were incurred on my part. The dealership did not provide any complimentary repairs. The Service Advisor explicitly informed me that while the sensors functionality was intact, its improper fitment was merely cosmetic and therefore not covered under warranty. This refusal to address the defect reflects a troubling disregard for the standards expected of a Certified Pre-Owned (CPO) vehicle.
  
  This complaint is fundamentally about the integrity of BMW of El Cajons CPO certification process. The vehicle, which was sold to me as a CPO, exhibits clear signs of having been in an accident prior to my purchase. The fact that the previous owner was an employee of BMW of El Cajon at the time of sale only heightens my concern that the dealership may have knowingly concealed the accident to qualify the vehicle for CPO status, thereby inflating its value under false pretenses.
  
  I am prepared to resolve this matter amicably through a fair negotiation. However, if BMW of El Cajon persists in its denial of the vehicles prior accident or continues to dismiss the severity of this issue, I will have no choice but to pursue legal action. This will include filing a lawsuit against the dealership for misrepresentation, fraud, and any other applicable claims. I trust that BMW of El Cajon will recognize the gravity of this situation and take the necessary steps to avoid further escalation. My contact information is on file and current. 

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair 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.

  OK so my incident actually happened today which is 3 January **** I came to the *** dealership in El Cajon looking to get my car serviced which I agreed to pay $1300 for them to fix the sensor on my tire my tire, and the rim that have been because I had driven my car without There being air in the tire so I was denied a loaner vehicle once I was towed prior to coming that I will be receiving a loaner when I got here. I was denied a loaner vehicle because I presented my passport. They told me that they are not able to except passports. I said OK no problem I have my papers, his drivers license my credit card, and also my insurance which it states in their policy those are all things that they were able to except however, when I presented mine, they did not want to except them . He asked the manager the manager declined however, I dont see why also too I asked him to show me where in black-and-white does it state this on their policy he was not able to show me.

  Business Response

  Date: 01/04/2024

  This customer did have her vehicle towed into our dealership with a badly damaged tire, rim and damaged sensor.  We were more than happy to provide the customer with a *** loaner vehicle to drive.  We do require a few items to get a loaner vehicle.  1) A valid driver's license, Proof of full coverage insurance and a credit card.  The customers insurance has to be for the vehicle they are bringing in for service.  

  This customer did not have her physical driver's license with her.  She just had a photo of her driver's license. This is not a valid form of ID to get a loaner vehicle let alone a rental vehicle anywhere.  A passport does not constitute a legal driver's license.  Customer tried to have a friend that was on her vehicle's insurance come and get the loaner on her behalf and we do not allow for that also.  We do not let people who are not attached to the owner's vehicle get a loaner vehicle.  

  We did offer alternate transportation in the form of an Uber or Lyft ride that we were more than willing to pay for.

  Customer Answer

  Date: 01/05/2024

  
  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,
  
  Eldranique *******
  
   
  

• Initial Complaint

  Date:05/04/2023

  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 filing a complaint against BMW of El Cajon regarding an issue that occurred on May 4th, 2023. I scheduled an appointment with the dealership for a brake pad replacement and an oil change. Upon arrival, I informed the service representative, Bong, that I only needed those services and nothing more. However, he recommended replacing the brake fluid and coolant since they were due for replacement and suggested that it would make sense to do it while replacing the brake pads. I agreed to the additional service at a cost of $243.After waiting for nearly two hours, **** sent me a link to review additional maintenance recommendations, which totaled over $7,000. As the cost was unaffordable for me, I declined to have any additional work done beyond the brake pad replacement and oil change.However, when I went to pay, Bong informed me that I still had to pay for the brake fluid and coolant replacement, even though I had declined any additional work. The service manager repeated the same response, stating that I had signed the receipt before any service was performed. While it is true that I authorized the brake fluid and coolant replacement, it was done on the condition that I was also replacing the brake pads, which I ultimately declined due to the cost. Additionally, I declined any further work after seeing the total cost of the recommended maintenance.I strongly believe that I am entitled to a refund of the $243 for the brake fluid and coolant replacement, as I did not authorize any additional work beyond the brake pad replacement and oil change that I had requested. The dealership's lack of transparency regarding the full cost of the recommended maintenance until after I authorized the brake fluid and coolant replacement is concerning.I would appreciate your assistance in resolving this matter, and I look forward to hearing back from you soon. Thank you for your time.Sincerely,***** Today's Date: May 4th, 2023

  Business Response

  Date: 05/12/2023

  ************ brought his vehicle in to BMW of El Cajon for service. when he arrived, he was assisted by a service advisor, he asked to a oil change and the brakes replaced. the service advisor explained to him that the vehicle was due for a oil service and a brake flush. he also explained that it would be best if the technician inspected the brakes as well as the vehicle prior to authorizing the brakes. the reason for this is that the brakes would vary in pricing depending on if the vehicle would need brake pads only, pads and resurfacing of the rotors or pads rotors and sensor. if you asked me this is in guests' best interest, this allows the guest to have a complete picture of what we know the vehicle will need. after the vehicle was inspected and the services that were authorized were perform the guest was given a full assessment. the vehicle needed quite a bit of services; the guest declined to have the services performed at this time. this is where the guest no longer wanted to pay for the services that were performed on the vehicle. he carried himself in a unprofessional manner and even stated slamming his fist on the service advisor's desk. we asked him not to carry himself in this fashion and he stepped outside to compose himself. when he came back inside, we assisted the guest with discount and re-explained what took place, the guest disagreed, and we agree to disagree. no further assistance will be offered at this time, and we certainly don't allow our guests to hold us hostage because of reviews or surveys.

  Customer Answer

  Date: 05/12/2023

  I am writing in response to your recent reply regarding my complaint. While I appreciate your perspective, I strongly disagree with your characterization of the events that took place during my visit to your dealership.
  Firstly, I must correct the record with regard to the services I requested. I did, in fact, specifically ask for an oil change and brake pad replacement. I did not authorize any additional services beyond those two items.
  Moreover, while I understand the importance of having a technician inspect the vehicle prior to authorizing brake services, I was not given a clear breakdown of the cost of those services until after I had already authorized the brake fluid and coolant replacement. This lack of transparency is concerning and, in my opinion, reflects poorly on your dealership's business practices.
  Additionally, I must take issue with your characterization of my behavior. I did not carry myself in an unprofessional manner, nor did I slam my fist on the desk. Rather, I expressed my frustration and disappointment in a calm and measured tone, and I believe it is unfair and unfounded for you to suggest otherwise.
  Finally, I must strongly disagree with your decision to offer no further assistance at this time. As a paying customer, I believe I am entitled to a fair resolution to this matter, which includes a refund of the $243.18 I paid for the brake fluid and coolant replacement that I did not authorize.
  I respectfully request that you reconsider your position and work with me to resolve this issue in a mutually satisfactory manner. Thank you for your attention to this matter.
  Sincerely,
  *******************

  Business Response

  Date: 05/12/2023

  ************, BBB, 

  BMW of El Cajon will not be offering anything. we have already provided discount, thank you and have a great day.

• Initial Complaint

  Date:10/26/2022

  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.

  On 03/04/2020, I brought my car to *** El Cajon ****************** to have the fuel pump replaced under warranty (RO# ******). The repair was denied under the stipulation that I purchase an $800 battery repair. I declined the repair and I was subsequently charged a $170 diagnostic fee after my service consultant, *******, confirmed that the fuel pump and EKPS were inspected and that they were not found to be damaged via message. I replaced the battery and brought the car back on 04/27/2020 (RO# ******). Upon inspection, it was found that the fuel pump and EKPS were in fact damaged and replaced under warranty. I requested that my initial diagnostic fee of $170 be returned (RO# ******) on the basis that the warranty work should have been done initially and the inspection fee should have been waived. *** El Cajon has denied reimbursement.

  Business Response

  Date: 10/26/2022

  I believe we have proven without a benefit of a doubt everything that has transpired, we will not be providing a refund. 

  Customer Answer

  Date: 10/28/2022

  I do not accept the response made by the business to resolve this complaint. I will continue with the dispute process indefinitely

  Business Response

  Date: 10/28/2022

  The guest is free to continue for as long as they feel the need to. This is resolved on our end. 

• Initial Complaint

  Date:07/26/2022

  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.

  Hello, To whom it may concern, I am writing to see if I can get some help with a issue Im having with BMW of El Cajon. Since December last year, more that 6 visits & over $4500 dollars spent they have not been able to decipher a oil leak in my vehicle. They tell me its fixed every time I take it to *********** supposedly work on it to fix it but as soon as I start driving it again it does the same problem. I have tried & tried to come to reason with them & have them do the right thing by admitting that they messed up my vehicle, they havent fixed it correctly or done the services theyve charged me for because if they had I wouldnt be writing to you. Ive now had to take my vehicle to another ***************** need to charge me $800 to diagnose & clean off the oil from the motor that *** El Cajon charged me $500 dollars to do 2 weeks ago & said that they found no leak but theres oil all over the motor a week & a half after they said it was pressure washed clean to come to the conclusion that there is no leak. Please Im so frustrated, I cant keep shelling out money for their mistake , the ** at *** El Cajon basically told me that my vehicle is old 2016 with 115K on the *********** always going to have a leak & that they no longer want my business.