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:02/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Initially came into the dealership due to water pump issue, picking up vehicle from dealer found sludge in system car overheated after picking up vehicle. vehicle back to dealer demanding answers to figure out why car overheated, even though they replaced almost everything coolant related took about a month to give answers and explain work ***, USA Goodwill work for dealer to do for me then upon second time picking a vehicle car once again no coolant and now car is mixing oil and coolant together after them replacing once again all coolant related issues believe car engine was blown due to lack of paid a dealer, a total of $6800 and still having issues with vehicles coolant and issues have been more after they touch my vehicle

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Me and my wife leased a 2021 *** X3 back in December of 2021 from Long Beach BMW note the car that we leased was a demo which was previously registered as a loaner from another customer. Upon receiving the vehicle, we were given a chewed out spare key from the previous customer's dog who damaged the key fob and prior to turning in our lease, we were told from an auto group upon inspection that the vehicle had an accident report back in 2021 before we leased it. They never told us about this before we leased this vehicle, and now we are being charged with all the damages that the previous customer has done. I tried countless times reaching out to management and was told to speak to **** *** I believe who is the fleet manager, after leaving 5+ messages they never returned my calls to resolve this issue. We are stuck with a huge end of lease bill that we had no fault whatsoever towards and all we are asking for was documentation that the vehicle was given to us the way it was. Think twice before coming to this *** they will rip you off and leave you high and dry. I will make sure to never go back here again or recommend anyone else I know to come to this dealership.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased a 2022 *** X7 from Long Beach BMW in 2022 and at the time of vehicle purchase we were sold Permaplate exterior protection warranty and the 7 year extended vehicle warranty at the dealership. Last week we used the Permaplate warranty to fix environmental damage to the hood of the X7. After the Permaplate hood repair was completed a service warning message came up on the dashboard that the vehicles restraint systems were not working properly so we took the X7 to Long Beach BMW. Long Beach BMW told us that because the bumper was removed during the hood repair by Permaplate the warranty on the bumper and sensor systems contained within was voided. Long Beach BMW then told us they had to charge us $700 just to remove the bumper to begin diagnosing the issue. Long Beach BMW then told us that because of the malfunction the vehicles airbag systems will not deploy, therefore rendering the vehicle unsafe for me, my wife, and two children to travel in. When we balked at the $700 cost to remove the bumper the service associate May ********** said "we don't work for free". May ********** told us we would have to drive the vehicle back to the Permaplate shop 20 miles away for them to remove the bumper and inspect knowing that driving the vehicle off of Long Beach BMW's lot was unsafe should the vehicle get into an accident between the two locations.This is fraud, plain and simple. Long Beach BMW knowingly sells customers a product for their vehicles (Permaplate warranty) that when used on todays vehicles loaded with sensors voids the manufacturers and extended warranty on the vehicles sensors systems.I am requesting that the warranty regarding restraint systems/airbags etc that Long Beach BMW told us was voided be fully reinstated and any notes in their system regarding the voided warranty and what caused the void be erased so that any future issues with said systems will be covered when we take the vehicle to another *** dealership of our choosing.

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a used car (i3) from Long Beach BMW-MINI on August 5, 2023. We agree that they should provide me a Touch Up Paint (black) to me in addition of the car. After I paid the price (total was about $2685.18), the salesperson, named *****, told me that the touch pan have to deliver to my house because they had to buy from the exclusive shop to get a best one. After waiting about two months, I call them, the operators said either ***** or his manager ********************* were not in seats and they would call me back. I called them several times, the operators always did like the same. As of now, I haven't received a reply and the touch up paint. In addition, the Contact #: *******. I hope they can perform exactly as they said and the agreement in written.

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 brought my car in for service. I have a coolent leak, my coolant light would come on and I would refill. I took it there and they said my coolent pump was leaking and needed to be replaced. They said I also needed a new battery and rear breaks so I said ok. $2,500 ***** and I take the car home the following day I move my car in the driveway and the coolant light came on. I called service and they said the system may have air pockets and to b please refill and they should solve the problem. A few days later I move my car again and the coolant light come on. I called and brought my car back to service. They said now all my hoses and leaking and needed to be replaced and it would cost an additional 3200. They never fixed my car and now want more money for the leak I took my car home and will service elsewhere. I have a 15 or ******* mile emissions warranty because my car is a SULEV (PZEV). The coolant pump is listed under that warranty but they failed to honor the State Mandated warranty as they charged me 1300 to replace the coolant pump.

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased a certified vehicle 11/2020. I added the maintenance package ($2890) and the 5 year /100k miles extended warranty ($3500) Everything was explained in great detail by the finance manager (************). I found 2 years into the contract the warranties and maintenance contracts were actually backdated to when the car had 1st come into service. This predates my purchase. Who in the world would buy a warranty that predates their ownership. This information was conveniently left out of this explanation. These warranties and maintenance should have been pro-rated not backdated. I spoke with the new finance person "*************************" who verbatim told me they were aware of this and the previous sales manager and finance manger were fired for the unscrupulous behavior. He told me he would "take care of me when I come in for my brakes and anything I needed". I emailed *** 1-2 days after our (in persons) conversation, thanking him for this offer but requesting he honors the original warranties. I emailed him 4 times with no response. I emailed ****** *** the ** 2 times with no response. I also left a message the day I was there for him to call with no response. I returned to the dealership needing brakes and was told by *** we NEVER had this conversation and ****** ***, I feel left the premises once alerted I wanted to speak with him and no return call. The services manager ************************* offered to split the costs on the needed brakes and I agreed as this was my only option. This 5 year warranty I purchased I received 1 oil change I received 1 service for a noise ( I cant remember what it actually was). Long story short LONG BEACH BMW knows they are selling policies and are dishonest in there explanations of what the client is actually receiving. What a HORRIBLE business practice. It makes no sense to purchase a policy that predates your ownership and on a certified vehicle. I would like to be refunded for this policy and or charged a prorated amount.

  Business Response

  Date: 11/10/2023

  Firs* - The clien* is being un*ru*hful and making up false accusa*ions abou* former and curren* employees. She has no clue how or wha* *he si*ua*ion was wi*h *he former employees. A* *he same *ime, why *hey lef* on *heir own.Also, for *he clien* say in verba*im *ha* our F&I Direc*or *** said *hey were aware of *his from previous Sales Manager and F&I Manager and were fired is no* only slanderous and false. Making up false accusa*ions abou* us is no* accep*able wi*h no proof of wha* was said and done back in 2020. Our company has been in business for almos* 50 years wi*hin *he communi*y. We hold a s*rong rela*ionship wi*hin Long Beach communi*y.

  No one can back da*e any*hing *he clien* signed in 2020. She me* wi*h my curren* F&I Direc*or *** *o go over her paperwork which is all in order. The con*rac* clearly s*a*es *he s*ar* da*e of *he coverage is from *he "original in service da*e". Tha* goes for every CAR MANUFACTURER. No* jus* *** or Long Beach BMW. The clien* now has *o pay for *he services and doesn'* wan* *o pay so she is clearly dispu*ing wha* she SIGNED and AGREE *o back in 2020. As in good fai*h *o help her ou*. We (long Beach BMW) helped her wi*h *he bill by covering some of *he charges. Bu*, no*hing in life is FREE. The clien* canno* jus* make up s*ories 2 years la*er and *hen wan* every*hing *o be fixed for FREE. She claims she sen * several emails *o *he *** He has no clue or received any emails or VM's. He re*urns all calls and *ries *o have his Managers resolve all issues also. I can unders*and her frus*ra*ions, bu* she also needs *o held accoun*able for wha* she signed up for. This is a Main*enance con*rac* *ha* is sold every day and explained *he same way *o every clien* *ha* decides *o purchase i*. We do no* ge* *his complian* from *he *housands of clien*s *ha* have purchased *his same main*enance con*rac*. 

  We are here *o help in any way and have *ried *o help wi*h *he clien*s repairs and main*enance cos*s. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20807688
  
  I am rejecting this response because:

  Whomever is responding on behalf of ****** has no clue as to the conversation I personally had with *** only he and I were in his office and HE said exactly what I reported. My email following that conversation recaps that conversation, if something was stately incorrectly wouldn't *** have responded saying that's not what he stated to me?  As mentioned, my numerous emails to both *** and the ** went unanswered. I take accountability for signing the agreement.  I also don't expect anything for FREE. My complaint simply states everything was explained with the exception of a warranty that predates my ownership. This was an expensive ****** and moving forward will pay closer attention to this. ****** will NEVER get any more business from me or my family/friends. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My vehicle is awaiting bearings that I was told was ordered in March of 2023.It is under warranty and has been in twice to have the repair done, only to be told they cannot do the repair because my vin # on the list awaiting this part (bearings) has not yet reached my turn based on some waiting list.I have never seen any list nor do I know where I am on that list.My concern is, this is a break issue and if it worsens while waiting , could it be dangerous?Could this dealer service ***** Get this part from the *** warehouse in **************.? Or from another dealer service, rather than waiting for it to come from *******?I dont get answers from the service or parts ***** So I need some assistance.

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 April 24, 2023 I dropped off my 2016 *** 340i (purchased from them) for an oil change. They called after a few hours and said that I needed to replace the brake fluid for another $225. I authorized the service, and they said it would be ready by around 2 pm. I went down to pick it up at 4:00. I paid $454.45.As I was waiting for my car, the service agent told me that unfortunately they had lost my key somewhere in the car wash. She said that they didn't have a car to loan me, and there was nothing else they could do. I would have to wait until Monday the 26. Fortunately my wife waited to leave until I got my car, so she was able to get me back home. As I was driving away, I thought I could just use my spare key from home. When I got home, I called the dealership and told them I was going to pick up my car using my spare key. The person rudely told me that the service department was closed and no one could open the gate to get my car. She said that even if I had my key, they couldn't be sure that they would be able to get to my car. I asked to speak with a manager. She said there was no manager there.I called Sunday morning. I got the same response. No one has a key. They can't help me. They said that the manager would call me the next day. No call. I went to the dealership after school to pick up my car. They had someone come over and tell me how sorry they were about what happened and would make sure I am taken care of. They said that everyone was on high alert looking for my key. He said that if they didn't find it, they would order a new one. I didn't get a call. I called on May 3. No manager again. I told them I wanted my key mailed to my house. I called again May 12. They said that they couldn't mail it to my house. They also said that I needed to give them a copy of my registration and driver's license. I said that I did not see how that was necessary. They said it is required from ***. I don't trust them. Just want key

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  While I appreciate ***** trying to help me with a simple *** Verification- I do have issues with the dealership.I showed them proof that I purchased the car from the Long Beach BMW dealer- as well as a simple document that asked only for who I bought it from and someone from that dealership to verify the *** for shipment.They refused to assist me because the Long Beach BMW dealership had changed hands. How ridiculous! It represents the poorest of service.Please advise their management that I not only will never purchase another car from the Long Beach BMW but...I am going to fill out a few reviews of the new Long Beach BMW dealer.Sincerely,****

  Business Response

  Date: 04/14/2023

  To whom it may concern.

  This guest is being unreasonable and not speaking the entire truth of what his complaint is. Long Beach BMW switched ownership in 2011. This guest purchased his *** before that and all the files from his purchase are not in our possession since it's past 12 years. The guest lost his purchase order contracts from when he purchased the vehicle and wanted us to reproduce them. Which we cannot since we did not sell him the vehicle. We have no records of his vehicle purchase. We offered and gave him a FREE VIN verification on site. This guest has also sent in online reviews stating different reasons on how we would not help him at all. Which is not true. 

  He is moving to ******* and needs his original purchase order (which he lost). We cannot reproduce something over 12 years old and do not have files on. His requests are not obtainable or reasonable. 

  Customer Answer

  Date: 04/15/2023

   
  Complaint: 19628460
  
  I am rejecting this response because:

  I presented the dealer with the original finance documents on the car from the day I purchased it brand new, along with a simple document that ******* was requesting to be verified- Who sold the car to me and and that the *** was correct. The dealer refused to sign the form.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Dropped off my 2011 Mini-****** to the ****** dealership to get some work done on 12/26/28. On 12/28/23, I get a call from my Service agent saying that they were involved in an accident with my vehicle on the 1-mile test drive. After arriving at the dealership, I spoke with my agent and his extremely rude "boss" *********************. I was informed that their driver had been hit by another driver and that they were going to let the insurance play it out. At least they were kind enough to let me keep the loaner while things progressed. After about 2 weeks, my insurance was trying to tow the car to a repair shop to get accurate repair estimates. However, the dealership and specifically ********************* wouldn't allow the release of the my car until the $2.Sk+ "maintenance bill" had been paid even though they did not return my car as even DRIVABLE .. If the car is deemed a total loss (high chance since the suspension is shot), the insurance company has already confirmed that they will not be covering the "maintenance bill". During the wait for an inspector to go to the dealership to review my car, I even offered the dealership that I would pay the portion of the bill that was related to the parts, if they would drop the labor portion. They denied the request and decided they wanted to keep trying to PROFIT off my misfortune. Now, after 4 weeks, my insurance has confirmed that my car is a total loss and that I need to get my car released from the Long Beach BMW dealership in order to get paid out. I sent a message to ********************* (upper Management) to see if they would be waiving the $2,600 "maintenance bill". Finally, on Feb. 2, State Farm went to Long Beach BMW to pick-up my totaled car. They were told they would need to pay the service bill in order to get it released. They reduced my service bill with them to, $1,070 after I provided them with a 25% off coupon I had received. The $1k will come out of my settlement for my car even though I never received the final product.