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:11/26/2024

  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 2022 *** 330I with extended warranty on 11/23/24, and I wanted to cancel this service on 11/24/24, I drove 45 minutes to the dealership and spoke with the manager who sold me the service. He told me I could not cancel it because I had already signed. I mentioned that the *** website says I can, and then he said he needs to confirm the process with his boss who currently was on vacation, so the manager would give me a response in couple weeks. On 11/25/24, I called *** costumer service, the agent said I can cancel it directly without get any approval, and let me contact with the finance department. I called the finance department multiple times and never got answered. I also called the manager twice. He didnt answer the first time, and the second time he said he was talking with a client and would call me back, but I never received the callback.

• Initial Complaint

  Date:09/20/2024

  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.

  on Dec 16th,2023. i made visit to BMW of Monrovia in ** to purchase pre-owned 2022 *** 550, i drove from ************ and arrived at dealer around 9AM then i made purchase on the same day. the sale promised me find the tow hitch cover and the second key on the same day, being told the second car key supposed at another dealership and all would took a while to ship it to me and the hitch cover needs to order and repaint, so I decided to drove back ************ and wait for the shipment. It has been 9 months, during this period time, I have finished the survey per requested, multiple calls and texts still no reply or other feedback, the last message I received from the sales is dated Dec 29 2033 stated will keep me updated on the cover and key, i then sent an email on Apr 23rd 2024 to the general sales manager **** and sales manager *****, very nicely received email from **** and quote: Let me look into this and will circle back soon.until now i still receive no follow up regarding this matter.attachments are message exchanged between me and sales on the purchase date(ex1) and ex2 on Dec 29, 2023.i am looking for a resolution.

• Initial Complaint

  Date:08/01/2024

  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 leased my vehicle in November 2021 and When I initially started the process of working a deal together with the dealership I told them I wanted the brake service Included with the contract so that way when it came for brake service it was already paid for. Now that my car needs brakes its been communicated to me that it is no longer covered because my 3 year / 36k mile warranty is done. It was never disclosed to me that it would be voided at that time. And no new *** car right off the lot needs brakes that soon either. Ive done my research and most cars need brakes after about 50k miles depending on the driving of the vehicle. This is horrible communication on BMW of Monrovia and I want this addressed now. It feels like a scam as well to have me pay for something I will never get to use.

  Business Response

  Date: 08/15/2024

  Hi my name is ***********************, Service Director for BMW of Monrovia. I have been here for 23 years. I can speak to the premature wear you mentioned of the brakes. Most other vehicle don't wear out brakes this fast due to the fact that most other vehicles are not performance vehicles. *** have amazing braking power and thus have soft brake pads that wear out sooner. this is normal for ***. This brakes are design for maximum braking efficiency. We have no way to predict where your would need brakes as its depended on driving conditions.  Every warranty and maintenance contract has a start date and end date that we must go by. In most cases the maintenance contract follows the duration of the lease. If you went over the miles and in need of brakes we can assist with covering the labor if the customer purchase the parts. Please ask me *********;
  

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22073961
  
  I am rejecting this response because: the issue here is that when I leased the vehicle I told the BMW of Monrovia that I wanted the brakes to be added to the agreement so that way it was covered for when the time came. They said fine and added $500 to my lease agreement. Not once did they disclose to me that it would only be for the first 3 years 36k miles. Had they disclosed that to me then I wouldnt have agreed to that because at this point that $500 has now gone to waste. It now genuinely feels like I was scammed into this. Im an honest person and thats why I felt it was absolutely necessary to hold BMW of Monrovia accountable for this. I work hard for what I have and Im not one to agree to throwing away Money like that. My vehicle is currently at *** of ******* as of today awaiting to get the brakes done and I would like BMW of Monrovia to hold true to my request as Ive been very happy with the service and my car up until I discovered this recently. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/13/2024

  This issue has been resolved. 

• Initial Complaint

  Date:06/03/2024

  Type:Sales and Advertising 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 leased a vehicle from the dealership on 5/26/2021 , and my lease was going to expire on 5/56/2024, I wished to exercise my contractual lease buyout option and contacted the dealership and obtained buyout information and scheduled an appointment. I was asked to fill out an application even though I was not financing the purchase of the car and was advised my credit would be run, even though I had been a customer of *** for 3 years. After questioning the need to complete an application and running credit several times, and being told it was a requirement, I completed the application, processed the paperwork, paid the full price of the vehicle via cash and check and left the dealership. Days later I received an email providing me with my monthly obligation on my vehicle purchase loan. I contacted *** and were advised you had a loan, when you had not signed any financing agreement and had paid the full contractual price for the lease buy out. I suspect some fraudulent activity to be at play and need this resolved immediately and I need to be compensated for my time, inconvenience and distress.

• Initial Complaint

  Date:05/28/2024

  Type:Sales and Advertising 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 have been continuing to receive sales contact from MINI of Monrovia regarding a MINI that I used to own over 4 years ago. I have reached out to them several times in the past year to get my personal information removed from their servers and to have them stop mailing/e-mailing/calling me about sales/maintenance issues, but I am still receiving contact on a weekly basis.

• Initial Complaint

  Date:04/22/2024

  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 vehicle on February 10, 2024 as is. However, they did not disclose that the front brakes were in need of repair and that their was hidden rust underneath the vehicle. The faulty brakes caused damage to the rotors. And the rust caused damage to the front right tire and rim. The total cost to repair is going to be around $2000. I called one of the managers who assisted with the purchase. His name is *****, last name begins with an S. He very coldly refused to help at all. I understand that the car was sold as is, however, they should have disclosed the problems that existed. It's impossible not to know, if they checked, that the problems existed. I can provide the documentation for the repairs later. I would like to be reimbursed for the costs. If not, I just want others to be aware of their shady practices. I am not the only who has complained about this dealership.

  Business Response

  Date: 05/21/2024

  Hi ****,

  Sorry to hear about your recent purchase experience with BMW of Monrovia. Upon looking at your transaction, I see that you purchased a pre-owned 2015 ***** Civic AS-IS. Vehicle was safety inspected but there is no way a dealer can foresee any future mechanical issues or failures. Any future mechanical issues that *** arise in the course of your ownership is not the responsibility of BMW of Monrovia. Keep in mind, this is a 9 year old car and was sold in AS-IS condition. In these instances, the Buyer will take on some risk and responsibility. The BBB had the wrong center contact info so I just received notice of this complaint even after the case was closed. Had I known earlier, as a Sonic Automotive dealer, we own a couple of ***** dealers here locally and I would've had you take it to one of those centers to possibly get you a repair discount. Unfortunately there is nothing further I can offer and wish you the best. 

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21594427
  
  I am rejecting this response because:  The problems with this car should have been detected with any reasonable safety inspection.  I have records to show that the brakes were so far gone there was a serious possibility of an accident.  The same applies to the front right tire issue.  My ***** dealer that did the repairs said there was no way they could not have known about these problems.  Other customers have had problems so its not exclusive to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/09/2024

  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.

  Update Review December 28 2023 No one is available to take any calls. *** car I purchased at BMW Of Monrovia has a broke seal on the oil pan. *** car was reconditioning at *** and was not properly installed. Oil pans last for 100s of thousands of miles. This vehicle only has 55k miles. *** person Khal won't do anything to help. Didn't bother with a phone call. He sent a text saying they won't don't make any repairs to the defective car they sold me.Don't bother wasting your time of money at this location. Horrible customer service. Selling lemons ?? This car has very low miles and should not be leaking. Review 6 months ago:June 2023.I bought a car here last month.I need to speak to financing.No one answers my calls to the store. It's always voice-mail and no one returns any calls. I've left numerous voice-mails and have yet to hear from anyone in financing.What do I need to do to get some repairs for selling a defective vehicle?

• Initial Complaint

  Date:01/04/2024

  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.

  Would have been a decent experience, but after purchasing a new M3 Competition from them for $2500 above msrp this summer, the car was delivered two months later without a front tow hook cover. No problem, the dealership said they would be shipping one over ASAP (I live out of state). This was in the beginning of September. Three months later, after countless phone calls to the dealership, multiple associates saying they would call back once they spoke to their superiors (which none ever followed through with), I still do not have the part. It seems like no one cares at BMW of Monrovia that I was sold an incomplete $90k car.

• Initial Complaint

  Date:10/16/2023

  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.

  Subject: Urgent Concern: Expired Warranty on Vehicle Purchase Dear [Business Affairs],I hope this email finds you well. My name is ***************************** and I am reaching out to you regarding a recent issue encountered with his used vehicle purchase from **************** from BMW of Monrovia dealership tell him he would help as he has a nephew, his age and he would do his best to get him a good deal and he recommended him to buy the extended warranty which two of them were purchase one for maintenance and one for transmission. In total he spent more than $6000 on those extended warranties I am hoping to find a resolution to this matter and ensure that my Sons ******************************* rights as a consumer are protected.My son, who was about to be 21 years old, purchased a vehicle from your dealership approximately a year and a half ago. At the time of purchase, he was also sold a five-year warranty for his vehicle. However, to our surprise, we were recently informed that the warranty has expired prematurely. This situation has left us feeling concerned and taken advantage of.Given my son's age and limited experience in vehicle purchases, it is disheartening to think that he may have been misled or not fully informed about the warranty coverage he was purchasing. As a responsible consumer, he relied on the dealership's expertise and honesty in ensuring that the warranty would provide adequate protection for his vehicle.I kindly request your assistance in resolving this matter promptly. My son would greatly appreciate an explanation as to why the warranty has expired before its designated time frame, and we hope to find a fair and satisfactory solution. It is our belief that a reputable business like yours values customer satisfaction and aims to rectify such situations promptly.I kindly ask for a detailed review of my son's purchase agreement and the terms of the warranty he acquired. If there has been an error or misunderstanding, we would appreciate your attention to rectifying it and extending the warranty coverage as initially agreed upon.We are open to discussing potential solutions that would be fair to both parties involved. It is our hope that we can reach a mutually beneficial resolution to this matter without any further escalation.I look forward to your prompt response and resolving this situation in a positive manner. Thank you for your attention to this matter.Best regards,***************************** ************

• Initial Complaint

  Date:08/23/2023

  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.

  I received a written offer on May 27 for BMW of Monrovia to repurchase my vehicle at 22k, following their recent appraisal when I had the vehicle in for routine maintenance. I wrote back to them 4 days later, accepting the offer, so far as I know we had a valid contract. They did not indicate any sort of time limit for completing the transfer, so in my written response I asked for "some time to make other arrangements", but that we could "have a phone call next week" to expedite the process. I then arranged an appointment for Jun 9, so that I could review their options for replacement vehicles. They ended up not having anything on the lot that I liked, but a staffer named ***** told me that he would check into transporting a certain vehicle from ********* which matched my preferences. I never heard back from him. I followed up several times by telephone, and left several voice messages, but never got a response. Finally, I received a phone call on Jul 13 from a staffer named *******, asking if I still had my vehicle and was I still interested in selling it. Yes and yes, I said, and could we set an appointment for 11:30 on Friday to finalize the transfer. Yes they said, and I should speak with ***** upon arrival. After a lot of waiting around, they finally came back with a reduced offer of 16k. ***** acknowledged that my vehicle had not depreciated so much in that short time, but that market conditions had changed. He also stated in our last appointment that the original offer was valid for only 7 days or 150 miles, not just to accept the offer but to actually complete the transfer, but that was never disclosed to me before, including in our first in-person meeting. I claim bad faith. I feel that they should honor their original written offer, possibly minus 1k for the three intervening months of depreciation, although I have driven the vehicle very little in that time, and I spent over $500 last week on new tires. Thank you.