ComplaintsforNiello BMW-Elk Grove

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/21/2024 PURCHASE OF A VEHICLE FROM NIELLO BMW ELK GROVE.GAVE THEM A 15K DOWN PAYMENT, THEY ASSURED ME THAT EVERYTHING WAS A GO AND ALLY FINANCIAL WOULD BE THE ONE TO FINANCE ME. I INQUIRED ABOUT THE POSSIBILITY OF REMOVING THE EXTENDED ELECTRICAL WARRANTY THAT WAS OVER $5000. **** TELAPENO SAID HE WOULD LOOK INTO IT AND WE WOULD POSSIBLY HAVE TO DO A NEW CONTRACT. IN THE MEANTIME MY HUSBAND WENT IN WITH SOME QUESTIONS AND CONCERNS WITH THE CONTRACT THAT THEY DIDN'T HAVE ANSWERS TO, SO THEY CANCELLED MY CONTRACT AND BECAUSE I WAS OUT OF ***N WORKING THEY COULDN'T GET IN TOUCH WITH ME THEY CAME AND TOOK THE CAR LEAVING ME STRANDED AND NOW HAVING TO SEARCH FOR MY BELONGINGS THAT WERE IN THE CAR THAT THE *** COMP APPARENTLY TOOK. WHY I'M NOT SURE AS THEY TOOK THE CAR FROM ME AND DROPPED IT OFF AT THE DEALERSHIP. THEY TRIED TO RESOLVE BY ASKING ME IF I WAS GOING TO BE BACK IN THE MARKET FOR A NEW CAR AND THEY'D LOVE TO HELP ME. I DON'T UNDERSTAND HOW THEY CAN JUST DECIDE TO CANCEL MY CONTRACT AND WHY I'M HAVING TO TRACK DOWN MY BELONGINGS.

  Business response

  09/16/2024

  *******, thank you for bringing this to our attention. It is unfortunate that we were unable to contact you regarding your sales contract and ultimately had to repossess the vehicle. I see record of us trying to reach you over 20 different times but do understand you see the lack of communication as a negative experience and for that, I apologize. We have reimbursed your $15,000 down payment and helped you contact the ************ about your personal items. I am glad to hear those were returned to you recently. Thank you, ****** ********, Sales & Finance Director.
  

  Customer response

  09/16/2024

  I am rejecting this response because: I dont understand the reasoning behind canceling my contract if you would so kindly try to explain this part to me. I did inquire about removing the additional warranty but that was it an inquiry. I also believe 20 is a bit of an issue exaggeration nor was the severity of the matter ever mentioned. Things on my voicemail were things such as calling because theres is info about my second key, yes in regards to cancelling the warranty but we had an unexpected death in the family, my little brother so at that point I figured I would keep the warranty. I also dont understand why the repo company took some of my belongings out of the car when they just dropped the car off to the dealership. I will say Essex as well as ***** were very professional and super helpful for that I am very much appreciative, ***** went above and beyond. However I am missing quite a few things and then received a few things that werent mine. That company has awful reviews. Now Id like for your company to be honest and forthcoming in regards to why you really cancelled my contract. Maybe the fact that my ex husband went in causing problems I cant for the life of me begin to understand why you would even entertain him or discuss anything with him in regards to me, my purchase or my contract. He is my ex husband I even have a restraining order against him. So I would like my car back or an equivalent vehicle at a great deal. 
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 528i *** to *** niello for an oil change Jan 2024 as I pay for an oil service. Picked my car up everything seemed ok until Feb 16 2024 around midnight my car stopped. A family friend that is an manager for a mechanic shop, stated the engine seized. That this is usually to no oil in the engine. When he tried to check he stated that the cap was extremely tight and that he couldn't check as he didn't want to check and break cap. So he said call *** to resolve this matter, I called *** my rep at *** and he said tow it in. When i took it in they provided me with a rental and started to check my vehicle. Later *** called a few days or so and said my engine seized which I already knew. I asked how did this happen he began to say not sure why it just happens and that was a lie engine will seize due to no oil. So I asked did you check my engine if oil was in it and he stated no we would have to take the engine apart for that. So a day or so he sends me a video of a vehicle with oil coming out and said see there was oil in car. So they took no responsibility at that time . *** said call *** for warranty available I had to return rental. So now *** is trying to wash their hands of their mistake. So car was towed back and their is a mechanic not far from me and I asked him to look at my car. He takes my car and calls me to say the engine seized due to no oil in the engine. When I called *** back he stated that i call ****************** I asked to speak to manager and he stated the manager is aware of the issue and that was it and now I am here. I also asked *** did they put oil back in my car as they showed a video of it coming out and he proceeded to say they do not remember. This is carelessness on their behalf and this is not acceptable. I want my vehicle fixed as I still have to pay for a non working car. This has put me in a super bind with my businesses.

  Business response

  06/27/2024

  *****, thank you for reaching out with your concern. Your vehicle came in on 1/24/2024 for an oil change with ******* miles on it. You had the car towed to us on 3/13/2024 with the mileage reading *******. We diagnosed the vehicle and determined the engine internally failed. At that time, our Shop ******* confirmed your vehicle did have oil and was able to drain it. While we cannot determine the cause of the engine seizure, we can confirm that this failure was not due to lack of oil. Had this failure been from lack of oil, you would not have been able to put an additional ***** miles on your car before experiencing engine issues nor would we have been able to drain oil when your car was towed to us. If you would like to review the repairs we recommended back in March, we are here to walk through those with you. Thank you, ***************************, Service Manager

  Customer response

  07/04/2024

  I am rejecting this response because: I took it to a mechanic and he confirmed there was no oil in the engine and that is the reason for the engine seized.
  

  Business response

  07/18/2024

  Hi *****, we understand your frustration with your vehicle and genuinely regret any inconvenience this situation may have caused you. Unfortunately, it has been determined that the damage falls outside the scope of our responsibility. After we performed the oil change in January, you were able to drive the vehicle for two months and put an additional ***** miles on it before you towed it to us in March. We sent you a video of our technician draining the oil from your vehicle when it was here in March, confirming the damage is not related to the oil change services provided by our facility. Our recommended repairs are still available should you want to review those again. Please know that we are here to assist and happy to provide any necessary documentation should you choose to contact the *** to mediate this situation for you. Thank you, ***************************, Service Manager

  Customer response

  07/18/2024

  I am rejecting this response because: my car oil was changed 1/24 I drove for two weeks and my engine seized . How could I drive 2000 miles plus in two weeks. I am becoming very concerned was my mileage messed with also ? To mask your mechanics mistakes? My engines has no oil in it period this was due to your mechanics mistakes not mine. My vehicle sat for that whole time and is still sitting due to no oil in the engine. I have attached my tow record showing it was towed 2/17 but it actually stopped 2/16. I was stranded for hours until the tow came on 2/17 . This is not ok I take care of my vehicle and keep the maintenance up on it it. I am not going to allow you to say it was me when it was clearly your mistake. I have two mechanics who both said it seized due to no oil and will get a statement from both of them .

  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 10, **** I took ****** X3 40iM to ******* dealership in Elk Grove for an Oil Change. After inspection I was told that I need to have the spark plugs replaced and that my front brake rotors needed to be replaced. I was told that the brake rotors would have to be ordered so I would have to leave my car at the dealership, which I declined and said that I would bring my vehicle back on another date, which was the following Friday Jan. 12th. After waiting for the repair I was told that my vehicle was ready for pick up. After inspecting my vehicle, I found that the Rotors had not been replaced at all. I was very upset and argued with the service agent *****************************. Finally he went to speak with the mechanic and found the new rotors still in the box on the floor. I was being taken advantage of as an older female that doesn't know anything about automobiles. But much to their surprise, I know enough. I have now filed a complaint with the ****** of ********** Repair.

  Business response

  02/05/2024

  ******, thank you for sharing your concerns. At Niello BMW Elk Grove, we aim to provide all customers with a 5-star experience so I apologize your visit did not meet that standard. Unfortunately, there was a misunderstanding between our employees and your custom rotors were not installed. I am happy that we were able to rectify that situation while you were still at the dealership and successfully install the rotors you ordered. We do take reviews like your seriously and will be addressing our communication processes between Service Advisors and Technicians so situations like yours do not happen in the future. Again, I apologize and we hope to provide a better experience for you in the future. Thank you, ***************************, Service Manager.

  Customer response

  02/07/2024

  I am rejecting this response because: The only reason the new rotors were put on my vehicle, was because I caught them. No woman in her 70s should have to get down on the ground to check if actual work was completed on her vehicle. It was FRAUD no matter how you look at it. Because I gave Niello a chance to rectify the situation does not change the definition of FRAUD. They just fixed the problem because I caught them. I am sure this was intentional, it was no accident. 
  

  Business response

  02/13/2024

  ******, while I'm glad we corrected our mistake while you were still at the dealership, I apologize again for your negative experience. Human error is unfortunate but does happen even when we have processes in place to prevent it. I cannot apologize enough and hope to provide a better experience for you in the future. Thank you, ***************************, Service Manager.

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