Complaints

This profile includes complaints for BMW of Ontario's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BMW of Ontario

  1350 Auto Center Dr Ontario, CA 91761-2210

• 

  BMW of Ontario

  1301 Auto Center Drive Ontario, CA 91761

• 

  BMW of Ontario

  1251 Auto Center Dr Ontario, CA 91761-2209

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:10/07/2024

  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.

  I called Bmw of Ontario and was quoted ****** for an oil change. We went ahead and set the appointment. I asked the gir AGAINl to repeat the price again it was ******. She even askex for the Vin # to make sure! When i got to the Dealer they told me it was going to $249.00. I explained that i was quoted a different price they pretty much said Sorry its $249.00. they thought i was going to go ahead with it. But this price was much higher than every other *** dealer in the Area. They are a dishonest bait and switch Dealer. Because of them i wasted my whole morning. They were not accomodating at all. Terrible Service Auto dealer.

  Business Response

  Date: 10/08/2024

  Please see attached PDF document for BMW of Ontario's response to Complaint ID: 22391361. 

   

  Thank you, 

   

  BMW of Ontario

• Initial Complaint

  Date:09/19/2024

  Type:Sales and Advertising 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.

  I have been a customer of *** ****************** since 2018. On 9/17/24 I dropped my car off because there were a few issues with the vehicle - I had an extended warranty through a 3rd party which *** could not accept. *** charged me for 2 diagnostic fees which should have been only one - I am extremely upset and when I messaged the representative he did not respond and still has not responded. This is a lack of poor customer service and overcharging for 2 diagnostic fees which should only be one. In addition, I was charged $43 for no apparent reason - the charge populated in my bank statement the next day.

  Business Response

  Date: 09/24/2024

  Hello, 

   

  Please see the attached PDF document for the response to complaint ********.

   

  Thank you, 

  BMW on Ontario 

  Customer Service

• Initial Complaint

  Date:07/17/2024

  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.

  I had leased a *** X5, and the lease was coming to an end with a couple of months left. Due to the great condition of the car, very low mileage, and market condition, the car was worth more than the residual value.

  I contacted ****** and ***** Blue Book online and received written offers with the highest being almost $4,500 and for them to pay of the residual on my lease. I received multiple calls and letters and messages from BMW of Ontario. When I called them I spoke with ***** who is the used car sales manager. He started negotiating me; he is a tough negotiator, but then agreed to pay off the car, all fees, and then pay me $1,500 directly to me with no other fees involved. He said he would pay any and all other fees. The $1,500 is net money paid to me.

  I went to the dealership; he took the car, did some paperwork, but then he said I would not get the check right Away, and it would b e a week or so and the check would be sent my mail. I never received the check and it has been almost two weeks. Instead, I receive a bill for $377.50 from ***.

  I contacted MBW financial department which said that this is a *** return vehicle fee you pay at end of lease. I said I did not return my vehicle I sold it to BMW of Ontario. They said, BMW of Ontario know about the fee and should have paid it themselves.

  I called ***** who is the head of used car sales and he claims he did not know about this fee. He admitted that he buys *** leased cars all the time but how could he not know about this fee. Obviously, ***** screwed me and heated me according to *** financial. I called ***** and he pretty much told me its not his problem and refused to pay it. I asked him to give me my car back but her refused. I am filing a legal action against BMW of Ontario, *** financial services, and ***** and will file a complaint with the consumer financial protection against BMW of Ontario and *** Financial services for fraud.

  Business Response

  Date: 07/23/2024

  Dear BBB, we have responded, and submitted our response into the BBB portal on Thursday, July 18, 2024, as well as reaching out to our client to directly communicate our resolution. On Monday July 22, 2024, we received notification from the BBB Portal that this complaint is now resolved and closed. Please see attached documentation of our response from July 18th and the copy of the notification that the complaint is officially closed. We kindly request that this complaint does not get marked that our business did not respond in time. If you should have any questions, please let us know. Thank you.

• Initial Complaint

  Date:07/16/2024

  Type:Customer Service 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.

  I had leased a *** X5, and the lease was coming to an end with a couple of months left. Due to the great condition of the car, very low mileage, and market condition, the car was worth more than the residual value. I contacted ****** and ***** Blue Book online and received written offers with the highest being almost $4,500 and for them to pay of the residual on my lease. I received multiple calls and letters and messages from BMW of Ontario. When I called them I spoke with ***** who is the used car sales manager. He started negotiating me; he is a tough negotiator, but then agreed to pay off the car, all fees, and then pay me $1,500 directly to me with no other fees involved. He said he would pay any and all other fees. The $1,500 is net money paid to me. I went to the dealership; he took the car, did some paperwork, but then he said I would not get the check right Away, and it would b e a week or so and the check would be sent my mail. I never received the check and it has been almost two weeks. Instead, I receive a bill for $377.50 from ***. I contacted MBW financial department which said that this is a *** return vehicle fee you pay at end of lease. I said I did not return my vehicle I sold it to BMW of Ontario. They said, BMW of Ontario know about the fee and should have paid it themselves. I called ***** who is the head of used car sales and he claims he did not know about this fee. He admitted that he buys MBW leased cars all the time but how could he not know about this fee. Obviously, ***** screwed me and heated me according to *** financial. I called ***** and he pretty much told me its not his problem and refused to pay it. I asked him to give me my car back but her refused. I am filing a legal action against BMW of Ontario, *** financial services, and ***** and will file a complaint with the consumer financial protection against BMW of Ontario and *** Financial services for fraud.

  Business Response

  Date: 07/18/2024

  Please see attached response letter in regard to Mr. *********** complaint. Should you have any issues with opening the *** Document, please let us know. 

   

  Thank you, 

  BMW of Ontario 

  Customer Service

  Customer Answer

  Date: 07/22/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:01/17/2024

  Type:Product 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.

  Defective car purchased for 65k 2020 x3 *********************** design Clogged tubes in sun panorama drain into electrical system Causing damage and lack of ability to steer vehicle. Car totalled at 3 yrs 34k in water damage. Current 500 million class action for earlier models same car.

  Business Response

  Date: 01/19/2024

  We are in contact with *** *** and submitted client's complaint. We are waiting for their response.

• Initial Complaint

  Date:10/24/2023

  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.

  Vehicle has constant issues We take to shop every 2 month Rear camera not working Rear monitor not working Dead vehicle Battery needed replacement 2 x Garage opener not working Feb 2022 heating not working Tail gate opening while driving several times Latch replaced several times Front light malfunctioning had to be replaced Front drivers seat is heating by itself even when ventilation is on Passengers Front seat not heating properly Rear 3rd row drivers side seat not folding snf getting stuck in unlocked position Monitors blacked out while driving ( grey color no prompts visible )My wife ************** who I authorize to speak in this matter and about this vehicle - we are afraid to drive it especially due to tailgate opening and monitors acting up And seat not locking In position 2 x the car left us stuck as battery was drained

  Business Response

  Date: 10/26/2023

   

  We are very aware of the issues client is having with their vehicle. As the complaints are related manufacturing quality, we suggest client contacts *** customer service at **************. We will assist client in any way we can, our service m/anger will reach out to them.

  Customer Answer

  Date: 10/26/2023

   I am rejecting this response because:
  
  the phone number provided to me rejected my request and brushed the issues under the carpet 

  when I called them back again - multiple times they haven`t even called me back 

  Business Response

  Date: 10/26/2023

   

  I spoke to the *** Field Engineer in person this afternoon, we have corresponded to *** of ***** ******* requesting information on what knowledge they have on these issues and what can be done to assist the client. We have not heard back yet which could be due to the 3 hour time difference, we will follow ** in the morning and update the client.

  Customer Answer

  Date: 10/27/2023

   Better Business Bureau:  this is tentative acceptance only 
  as long as the corporate / or whoever is supposed to get back with me - they actually do get back with me as I was calling the number provided and I haven`t been called back / nor they have been able to help and assist 

  this vehicle is clearly defective and they are not taking responsibility for it 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/07/2023

  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.

  I brought my BMW yesterday 6/7/23 to be serviced for brakes and oil change and I have agreed for the service on the car. Then we left and went back home. I slept because I have to get ready for work at night. Then *** ******* called at 4 pm and suggested to change the engine mount, *** is the adviser and talked on the phone to my wife and pressured my wife to decide to add the $2,000 service in addition over the phone to the agree and add the service without clarifying with me. My wife was forced and pressured to decide and agreed on the service without my consent and that I have to pay 3,000. I called today, 6/8/23 to cancel the engine mount service because I do not agree on that. *** ******* pressured my wife to make a decision and now they would not want to cancel the engine mount service. They want me to pay $1600 for labor and will not fix it or replacing it anymore. In the first place, the car is under my name and it is me that *** talks to not my wife. Now he wanted me to pay more than what I have agreed for them to do service initially on 6/7/23 before I left with their loaner car. I am the owner of the vehicle, I make decision to do the service and I should have the right to deny unauthorized service for my vehicle. I hope that they will not do this to other people.

  Business Response

  Date: 06/08/2023

   

  We do not pressure or force (how could we possibly force anyone?) any clients; our responsibility is to recommend repairs in order to keep the vehicle running as it was designed to do. During the service of any vehicle our technicians notice areas of concern that only be seen when a vehicle is lifted on a rack, many of these are safety related, we then call the client, make them aware of the findings and ask if they would like us to complete the repair. If a Wife or Husband gives us authorization we proceed, unless we have different instruction from the client. When the client picked up his vehicle, he was aware of the additional work we performed but only paid for the original $622 quote. We have tried to reach out to the client but have been unable to reach him. We had authorization, repaired the motor mounts, the car is now safer and performs as designed. We are entitled to be paid for our services. We have an open-door policy and would have been more than happy to discuss any issues when he came to pick up his vehicle. Our cashier mistakenly did not notice the new invoice and only collected the original $622, and the client left without mentioning anything. We value our employees, we will review this incident with them as a learning experience, many dealerships would either make the pay the remainder of the bill or terminate them.

• Initial Complaint

  Date:04/24/2023

  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.

  I took the vehicle in on March 24th but they were busy at that time so I brought it back on the 28th, because they sent me a form about a recall from the state for the PCV Valve heater. When I took the vehicle, it was in perfect working condition, but when I was taking the car back to leave after they had supposedly changed the PCV valve heater, the air conditioner/heater was no longer working. I then left it overnight and spoken to the manager ***** to have them fix the AC/heater they had broken. They then told me that they couldn't fix it because they were not responsible for that part no longer working. Ecentially, they ended up not wanting to take responsibility for damaging the car that was previously working after they have "supposedly" fixed the PCV valve.

  Business Response

  Date: 04/27/2023

  To Whom it concerns,

  We did perform the PCV recall per Mr. ******* request.  This was the only request on this visit apart from the visual, multipoint inspection and tire pressure check, which were also complimentary.  Our technician made several recommendations for repairs on Mr. ******* 2009 BMW 1 series with over 130,000 miles on it, which Mr. ***** declined.  Upon picking up his vehicle, Mr. ***** returned to our management team and explained that his air conditioner was not working.  The manager, *****, explained that the recall didn't require any use of the air conditioner nor was it associated to the air conditioner but we would offer to recheck our work on the recall and also diagnose his vehicle's AC for no charge.  During the reinspection in which we also involved our shop foreman, we found no evidence that performing the recall caused any issues to the air conditioning system.  Our technician did test Mr. ******* blower motor and found it not to be working.  We made a recommendation for Mr. ***** to replace his blower motor and he declined the repair and took his vehicle.  There is no evidence that the work we performed caused Mr. ******* blower motor to fail nor do we know the condition of this prior to Mr. ******* visit to us.  Prior to this visit, the last time the vehicle was at our location for any service was 2020. 

• Initial Complaint

  Date:02/09/2023

  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.

  In mid November, i took my car in for service at BMW Ontario for an alignment regarding an issue where my vehicle pulls to the right when driving. I have a 2022 bmw x7 with 22,000 miles on it, still under full warranty. The dealership preformed an alignment which cost about $250 and told me the vehicle is ready for pick up. Upon pick up and test driving the vehicle i noticed the vehicle had the same issue of pulling to the right when driving. I immediately called the dealer and rescheduled a new appointment to address the issue again. During the second service, an alignment was preformed again and once again was told the car is ready for pick up and they had fixed the issue. Upon pickup and test driving the vehicle, the car once again had the same issue unsolved. I decided to make a third appointment which i was advised to ride along with the shop floor-man to confirm the issue with the vehicle. During the ride along the shop specialist driving confirmed the issue of the car veering to the right and stated this is not an alignment issue that the car needed new control arms to fix the issue. My question to the shop floor-man is this not covered under warranty and he stated not after 1000 miles that i would need to pay for it. If this is not an alignment issue why was i charged for the alignment and why was this not told to me on the first appointment, I had explained that the original mechanic that worked on the vehicle had sent me a video update stating that the car veering to the right is “normal”. I then called BMW of North America to file a complaint with the issue at hand. The advisor on i spoke with confirmed this issue is covered under warranty and will try and resolve the issue for me. They called me back a few days later to say that the mechanics at ******* say its now the “crown of the road” and nothing they can do for me but trust their mechanic diagnose as this is not a control arm issue anymore. Ive been given the run around and left with the issue.

  Business Response

  Date: 03/14/2023

  
  I have made several attempts to contact the client by phone, to which it goes directly to voicemail.  I have emailed the client this morning and have yet to hear back.  I am trying to coordinate an appointment to have the client come back in so that we can reinspect the vehicle for possible repair.  I will keep you posted with our progress.
  
   
  
  Kind Regards,
  
   
  
   
  ***** ******
  
  Service Director