ComplaintsforBMW of Palm Springs

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3 year$1695.00 extended Auto maintenance warranty purchased 3/22/22 Same vehicle was sold to another dealership on 3/14/24 Requested a refund of the 1yr 8 days unearned premium on 3/18/24 via email with *************************** finance manager. Sent document per his request to his email.4/10/24 I requested a follow up status. I was told he cant find my extended service contract. I indicated I sent what I have and if it isnt processed I will file complaints Miraculously he found it and sent me a document to sign with a cancellation date of 4/10/24 I would not sign it as I requested on 3/18/24 The refund would be shorted I indicated to change cancellation date and he no longer responds Approximate earned premium is $1.547/day 373 days unearned premium Refund due $577.38 Was offered $517.92 I did not sign as I was shorted and want the full refund

  Business response

  05/02/2024

  
   Responding to customer complaint about the refund difference. We will refund the $577.38 calculation of unearned premium, sorry for any delays & confusion. The customer has used the service contract throughout his time in the vehicle.
  
   
  
  Thank you,
  
   
  
  *******

  Customer response

  05/02/2024

   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.

  please send the document to sign and advise on when refund will be issued 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a used bmw out of state online in July 2022. Dealer has yet to provide ******** dmv with all the necessary documentation to have vehicle licensed. Nunneries letters, phone calls, emails and even a personal Visit to the dealership Have resulted in nothing. I am at the maximum for temporary tags and out of time. All my calls r being ignored. Terrible dealership

  Business response

  04/24/2023

  Hello ******,
  
   
  
  We have spoken with Mr. *********. He now has everything needed to complete the registration process. We cannot fully complete on end as for us this is an out-of-state transaction. I believe he will be completing that this week. I will be following up with him to see is anything else is needed.
  
   
  
  If you have any questions, please let me know.
  
  Respectfully,
   
  ****** * ***** * ****** *******

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a 2018 750i in July 2022. The vehicle has been in the shop a total of 4 times with multiple issues. We haven’t even been able to drive the vehicle much due to it always being in service for repairs sometimes for a month at a time. I also have an issue with my title and registration. I purchased the vehicle cash and as of today 12/20 I still have not received my registration or title. I’ve called and complained numerous time. Spoke with Myra, and several others in finance department. They all assured me they would get this resolved and it still have not been done. My vehicle has no registration nor title issued to me and it’s been 5 months. The only individuals that have kept thier work was ********* and **** in sales. We purchased another vehicle and paid cash for a brand new X7 as well. I did not want to do this as I’ve tried to allow the company to get this matter resolved but it still isn’t resolved. I’m highly disappointed and believe the car we purchased is a Lemon.

  Business response

  01/12/2023

  Issue has been resolved. 

  Customer response

  01/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18***460, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to BMW Palm Springs after I hit a small pothole. The car needed a tire replaced, which I consented to. The issues (and up-sell) escalated from there. One tire was upsold to four tires, and then to a wheel replacement to the tune of $2000. I was then informed the car didn't drive right, and had a significant vibration and rattling sound while driving. I was told it needed more work, now to almost $3,500. I received the car back, and the performance was sub-par. The rattling issue (created by the dealership) was not resolved. The following day, the car informed me that the wrong exhaust fluid was added, and it would shut down within 200 miles. I do not think it coincidental that this happened the day after the car was at the dealership. I'm now informed that the diagnostics fee and repair will cost an additional $2,500, from an issue caused by the dealer! This is outrageous, and fraudulent practice, causing damage to customers cars in order to upcharge for the 'fix.' This is hardly the 'Ultimate Driving Experience' and a shameful reflection on BMW. I will never buy a BMW again, after many decades of loyalty. The BMW Palm Springs location has completely tarnished the brand for me, and I am demanding restitution from this outrage.

  Business response

  12/27/2022

  Mr. ****** came in originally because his car was at Riverside for two weeks with no resolution. He opted to bring it to our dealership. He hit a pothole resulting in $3433.40 worth of damage.
  
   
  
  277 miles later he has fault codes for the nox sensors- this is a known problem that BMW issued an extended warranty on (SIB 01 19 18). Unfortunately, he has too many miles on his car to fall under that warranty extension. His price for that repair was $2548.63
  
   
  
  We did make an error on that repair order and accidentally double-booked labor. We corrected it and refunded the customer on the same day.
  
   
  
  It was neither BMW of Palm Springs nor the pothole that was hit that caused damage to the sensors.
  
   
  
  Please let me know if there is anything else I can help with.
  
   
  
  Respectfully,
  
   

  Customer response

  12/28/2022

   I am rejecting this response because:
  
  Dear BMW of Palm Springs

  
  

  Cc; ****** ********* *** ******* **********

  
  

  This message is in regards to my complaint against your dealership from 12/13/2022 ID#********.

  
  

  Your reply to me was factually incorrect. Firstly, I brought my car to your dealership after hitting a pothole. I brought it in the same day the incident happened. I don’t know where this ‘two weeks with no resolution’ came from.

  
  

  The second factual error in your response was the length of time between the first repair and the fault code. In fact, it was less than 20mi before the code triggered. When the code presented, I was informed I had 200mi before the car completely shut down. As a medical physician attending to patient crisis, I had no choice but to complete my day before bringing it back to the dealership. This number of 277mi before the issue arose is a complete fabrication.

  
  

  I do not think it a coincidence that this NOX sensor, a known BMW defect, occurred one day after a major service repair. I find it outrageous that I was charged for another diagnostic, despite paying for a diagnostic the previous day. And I surmise the double labor fee was only refunded after complaint.

  
  

  The issues that led to the first repair are not being disputed. I hit the pothole, and the subsequent repair (although expensive) was my responsibility. The contention here comes from the triggering of a second major problem to drive up repair costs. As the NOX sensor was a known defect for this car, notwithstanding one that arose so quickly since the previous service, I do not believe I should be charged for it. As a BMW customer I was not notified about this serious defect via letter, nor was any attempt made to neither repair nor even investigate the sensor during previous service visits.

  
  

  To rectify this complaint, I am asking for the full amount charged to repair this known defect ($2,548.63) to be refunded.

  
  

  Sincerely,

  
  

   

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a new 2022 X7 4.0i on June 16, 2022, from Palm Springs BMW. I returned the vehicle to the dealer service center as there was a loud screeching noise when the steering wheel was turned which could lead to the complete failure of the steering column as reported by several buyers which have resulted in accidents. My vehicle (as of this complaint) has been with the dealer for two months while I have been provided a suitable loaner in its place. I have initiated a buy-back of the vehicle from BMW North America which was approved and in process. In the interim, I have been asked to pick up the vehicle awaiting the conclusion of the buyback. I am not opposed to this direction outside of the fact that I have not been able to receive, in writing, from the service center management and technician that the vehicle is safe to operate. The only consistent request is that I return the loaner and pick up the vehicle. I was going to pick up the vehicle on 10/16, only to look at the virtual vehicle and note yet another major issue, this time with the restraint system. PS BMW called and advised me there was an issue and to bring it in although it was already there. My customer satisfaction score at this point is zero as the service center is more interested in the return of the loaner, not ensuring personal safety. Surely if due diligence was done and the vehicle was ready for pickup they would have noted the restraint system issue. For a new vehicle, I am appalled at the issues uncovered. This is NOT the ultimate driving experience expected, especially for the heavy price tag. Customer safety has to be the priority. Do better PS BMW Service Center!!! As a side note, my experience with the purchase of the vehicle, and the buyback process have all been met with respect to the customer. In addition, experiences with our regular service advisor at PS BMW, *****, have always been very favorable. It is unfortunate he was not available.

  Customer response

  11/04/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  BMW Financial resolved all outstanding issues and completed the buyback of the vehicle.  Please consider this issue closed.

  
  

  Thank you,

  **** *****

  Customer response

  11/04/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  BMW Financial resolved all outstanding issues and completed the buyback of the vehicle.  Please consider this issue closed.

  
  

  Thank you,

  **** *****

*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. ↩