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:06/27/2024

  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.

  Purchased a *** hybrid 530e with 36k miles a year ago with extnded warranty. Battery full charge was ***** miles. **** Saleman it had rat damage along the hood/windshied before we left the lot. Salesman verified and said pre-inspection would of caught any major damage, so it should be fine. After the rains this year the car stopped working. ********** claimed rat damage on harness for a $3800 repair and would not warranty. ********** demanded we put in a claim on our personal insurance that they would pay the deductable. I'm not happy at this point and they gave the run around. ********** installed new harness that my ins. paid for and returned the car covered in bird s*** and a broken bird EGG with yolk on the trunk. Now car battery charges 100% but say 5 or 6 miles. ********* dims at random intervals, Bluetooth is spotty and a mirror doesnt point down when in reverse. Took it in June 4/24 as its under factory warranty to get 12kv battery replaced and they call me up saying its full charged 14 miles. ********** says 8-14 miles is average and its fine yet *** North America says full charge is 21 miles and 70% or 15 miles is degraded. Long ways from the ***** we got a year ago and its not the weather or A/C drawing current. I am a 30 year electrician, this is obviously DEAD CELLS. On the app it says 100% 6 miles as they say on the phone it has 12! Morons to think I cannot see it on my *** app. and ask me not to curse on the phone. I say do a cell test. They call the next day and say the care is ready! WTH....So then they say oh we called on accident we are waitng for an engineer to test the battery. Now its the 27th and they call with no engineers report, no testing report, that they cant give me engineers contact info and say it was looked at and its all normal. I had it at this point and picked the car up unwashed again with 10 miles range on the battery as I get into the car. Nothing was done past the 4th on the invoice. FRAUDS...STAY AWAY

  Business Response

  Date: 07/11/2024

  BMW of Riverside did not sell this vehicle to ************** with major damage or rat damage. Upon receipt of the vehicle in our ******************* we inspected guest's vehicle, and found the wiring was deemed an outside influence (rat damage from chewing the wires). Wiring harnesses are expensive to repair and we typically suggest to claim insurance under comprehensive coverage. Otherwise, the client can opt to pay out of pocket. We communicated these options to guest. The client's insurance company came out and approved the work due to rat damage. This was a first-visit repair completed in March.
  Our Shop ******* looked over this car several days and found no concerns with the battery charge. We asked ***** to send their *** (Tech Support Engineer) for further assistance. The ***** *** found nothing wrong with the battery, the charging, or any further concerns with the vehicle. To further test after the *** inspection, our Shop ******* ran 3 test-cycles on the battery. We sent the data to our *** and still found nothing wrong with the battery. The client was dissatisfied with the assessment. We communicated to guest that they could get a second opinion at another *** center. Client advised they would pick up vehicle and go to *** of ******** for a second opinion. 
  

  
  

• Initial Complaint

  Date:01/29/2024

  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 TOOK MY CAR FOR SERVICE TO BMW OF RIVERSIDE ON DEC7 AND THEY SCRATCHED MY CAR FRONT AND BACK. THEY ALSO HIT MY CAR WHILE BACKING UP WHICH I CLEARLY SEE BUT THEY WERE REFUSING AND WERE SAYING IT WAS THERE BEFORE. I ALMOST SPENT $6000 FOR FIXING MY ISSUE WITH COOLANT LEAK AND ITS STILL THERE. FIRST TIME IT WAS ON NOV8 AND THEN I TOOK IT BACK ON DEC7. I TOOK MY CAR TO THEM THREE TIMES FOR SAME ISSUE IN LAST 3 MONTHS AND RECENTLY WHEN I TOOK MY CAR ON JAN 21 THEY WERE ASKING FOR ANOTHER $2800 WHICH I DISAGREED TO PAY BEACUSE I DONT WANNA KEEP ON PAYING THEM FOR FIXING SAME ISSUE AGAIN AND AGAIN SO I TOWED MY CAR BACK TO MY HOUSE.THE SERVICE ADVISOR ******** WAS SO RUDE. HE DID NOT EVEN CARED ABOUT ANYTHING. I TRIED TO SPEAK TO SERVICE MANAGER ********************* BUT EVERY TIME HE GIVES ME AN EXCUSE HE IS NOT HERE, HE LEFT EARLY JUST TO GET RID OF ME.

  Business Response

  Date: 02/05/2024

  We have attached the video for the 2 visits the client is speaking about.
  
  The first visit was in December 2023 ************** video shows the leaks coming from the water pump, oil filter housing, and the turbo coolant feed line.
  
  On the recent visit, we observed another coolant leak coming from the radiator (Not related to any of the first repairs). The technician video shows the radiator leaking fluid on the rack. When we shared the video and called guest about the radiator leak, ***** stated he believes its the same component and it was not fixed properly. We communicated to guest that this leak is an entirely different component and part. Guest was dissatisfied and elected to remove vehicle from our shop. The vehicle had been driven almost ***** miles between visits. Its likely that a foreign object hit the radiator,made a small hole, and over time it slowly leaked.
  
  Regarding the scratches on the bumper, we had advised guest that the scratches were so fine and small our pictures may have not picked them up but for client satisfaction we offered to color sand and detail the vehicle. Unfortunately, it was raining so we advised guest we would have to reschedule when the weather was better. Guest verbalized understanding. To date, we have not received communication from guest to reschedule.
  
  BMW of Riverside maintains our position that dealer is not responsible for guests radiator leaking. We are happy to assist with performing any repairs to the radiator, and our offer to buff out the small hairline scratches out of goodwill still stands.  

  Customer Answer

  Date: 02/06/2024

   I am rejecting this response because:
  
  They gave videos of 2 visits which is first and third visit but they didnt give video of second visit and thats when all these issues came up and thats when I almost paid $5000 for repairs. Can you please request them to give video of second visit. 
  Thats when they did hit my car while backing up and had all scratches on it but when I asked them they refused and said thats how it was when they got car and looking at scratches it clearly shows that they were very fresh.
  They knew it was their fault thats why they agreed to fix it and it messed up trunk of the car too which I noticed later and didnt even bring to their attention. 
  

   

• Initial Complaint

  Date:10/19/2023

  Type:Customer Service 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.

  A purchase of an EV *** 03/13/2023 , Upon the purchase of the new *** e ***** 40. I was promise a 307 mile range on a 100% by the sales person from BMW of Riverside 100% charge . My *** has only produce 240- to 245 or at times 250 . I had taken the car to the dealership numerous times with always same result. By pick out from the shop to parking area it had already drain battery to 230 .I contacted the sales person and complain my desperation . He stated that his car same model as his and he gets 300 miles per 100% charge., he suggested i take it for service, I did many times ,and expressed my concerns to the Manager. *** Manager said " it's out my hands master mechanics had looked at the car and they have no findings , question is my why i only get 245 miles per 100% charge. why is the car drains the battery so quickly ,Manager stated "Im sorry only the facilitator not the manufacturer" Recommendation contact *** Directly and open repair ticket ON *** Web-sigh and advertising clearly it advertises 307 per 100% charge. *** should be more transparent with the consumers "I feel they are promising something they can't produce is waist the sales ethics . I want to have *** respect their promise to me and give an opportunity to decide if I want the car and decided and don't give wrong promises. other issues the car with ***** *** recommends new tires the charge is ***** for all tires .One tire already pop on the freeway had to be towed to the dealership, the I mentioned to *** the tires where wearing off they ignored my complain.I just feel taken advantage of and they are deceiving the public and consumers.

  Business Response

  Date: 10/27/2023

  We spoke with *************** about her concerns about 1 week ago, and explained that the range depends on many factors such as customer driving habits, driving conditions, temperature, terrain, traffic, and speed.
  *************** told ****** that her ***** gets a 300 mile range, and ****** expressed that the Tesla website states her ***** should get a 358 mile range. He communicated that driving habits and conditions greatly influence vehicle range. *************** stated that our ************* had checked the vehicle out and that no issues were found.
  Our Service Director  (*********************) stated that the vehicle was checked and is operating as designed with no faults present. ***** pointed out that at **** miles she has a concern of tire wear, and this could be an indication of driving habits that negatively influence vehicle range.
  ****** told *************** that we would help in any way we could and suggested that *************** contact the ***** Customer *************** to discuss her concerns.

  Customer Answer

  Date: 10/27/2023

   I am rejecting this response because:
  My issue involving the cars is more than the range. *** has omitted a lot of information. My concern with the range is that the car is unpredictable. I understand that range is factored by many external elements, but what i don't understand is why when FOR EXAMPLE i received my car from *** it stated 240 Range, I moved it from service center to the parking lot which is a couple feet away and then the car showed 200 miles. THAT is my concern. HOW is this car moving 40 miles in 30 seconds. *** continues to state there is nothing wrong with the car but obviously something is wrong. This car is unpredictable, despite *** lying about the capacity of range for the car, the car also never shows the true range. One moment I'm driving and the odometer states 280 miles, then I drive literally 5 mins or 10 and its down 80 miles, like how is that possible?? *** is also omitted information I state on their work order, and are refusing to give me my work order. There is an underlying issue in this vehicle, and their efforts have done NOTHING to figure it out.
  
  

  Business Response

  Date: 10/31/2023

  Thank you for the opportunity to respond as customer satisfaction is very important to us.  In this instance, mileage issues are best addressed by the manufacturer and we have advised ************** to contact BMWNA with her concerns.  Our understanding is that they are in contact and are awaiting a resolution.

• Initial Complaint

  Date:06/17/2023

  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.

  Subject: Urgent Complaint: Demand for High-Pressure Fuel Pump Damages Coverage Dear BBB, I am writing to urgently file a complaint against BMW of Riverside for their lack of transparency, negligence, and violation of warranty coverage. Their actions have caused significant inconvenience, financial burden, and loss of trust in their services. Key Complaint Points: 1. Lack of Transparency and Failure to Communicate Recalls: BMW of Riverside failed to inform me about critical recalls, such as the EGR system, despite being a loyal customer. This lack of transparency raises concerns about their commitment to customer safety. 2. High-Pressure Fuel Pump Recall and Negligence: My vehicle experienced a complete breakdown due to a faulty high-pressure fuel pump, and I discovered an active recall related to this component only after the breakdown. The dealership's failure to inform me of this recall demonstrates negligence. 3. Warranty Violation and Inappropriate Advice: BMW of Riverside's service associate advised me to file an insurance claim for repairs that should have been covered under warranty. This violation of warranty coverage and the misleading advice provided are unacceptable. Resolution Requested: I demand that BMW of Riverside immediately cover all damages resulting from the faulty high-pressure fuel pump, including expenses for towing, repairs, and alternate transportation. It is their responsibility to rectify the situation caused by their negligence and ensure that I am not burdened financially due to their actions. Additionally, I request that BBB investigate this matter thoroughly and hold BMW of Riverside accountable for their lack of transparency, failure to communicate recalls, warranty violation, and inappropriate advice. It is imperative that they take corrective measures to ensure fair treatment of customers.

  Business Response

  Date: 06/26/2023

  Good morning, please see information below regarding Mr. ********s current concerns about his vehicle:
  
  Concern #1: When we met with Mr. *******, we explained that the vehicle had 2 open recalls in the past and both had been completed. We let him know at the time if he had registered his vehicle through BMWNA when he purchased it from the private party, that all the recall notices would have been sent to him from BMW and NHTSA. We advised him if he hasn’t registered the vehicle under his name, he should do it now so he could get future recall notices. We advised Mr. ******* on his previous service visits when the recalls were listed, and they were completed while in service. The first recall was B11 17 18 and that recall which was for the EGR Cooler was completed 9/20/20, as for the second recall B 11 09 21 which was for the EGR cooler high temp that recall was completed 7/24/2022. We had also shown Mr. ******* that there were no open recalls on his vehicle at this time.
  
  Concern #2: Mr. ******* did have a breakdown due to his high-pressure fuel pump failing, causing significant damage to the fuel system. We advised the client there was no recall nor has there been a recall for the high-pressure pump, but there was a “Service information Bulletin” 01 14 17 (DC 13 51 90 03 00) which was an extension of the fuel pump warranty, but the coverage was no longer valid because the vehicle mileage had exceeded the limit of the warranty extension on the fuel pump. We also reached out to BMWNA to see if there was any possible way of getting “goodwill assistance” on the needed repairs.  We were advised by BMWNA that due to the mileage of the vehicle and that the extension was no longer valid, the client would be responsible for the cost of the repairs.
  
  Concern #3: Regarding the insurance claim, Mr. ******* called in and spoke with the service advisor and let him know the condition of the vehicle. Mr. ******* stated he had flood damage to the vehicle that caused the fuel pump to fail.  The advisor let him know at the time before he towed the vehicle in that if the vehicle was over the 120k mileage, there was nothing we could cover under warranty. Mr. ******* stated the mileage was under 120k. Mr. ******* had the vehicle towed in and the mileage was over 120k. At that time, we let him know that the vehicle was over the fuel pump extension warranty on mileage, but we will see what we could do by asking BMWNA for the “goodwill assistance”. A couple of days later, Mr. ********s insurance adjuster arrived and asked if the vehicle was here and the advisor showed the vehicle to the inspector. At that time, the adjuster let the service advisor know that he will be declining Mr. ********s claim and that he already attempted a claim for flood damage at another repair facility. The adjuster let the advisor know that he was using AAA to tow the vehicle which is also his insurance, so they were aware Mr. ******* was moving his vehicle to a different shop.
  
  At this point, we kindly ask Mr. ******* to either authorize the repairs and/or have the vehicle towed out.

• Initial Complaint

  Date:03/25/2023

  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.

  On 3/16/23, i take my 2019 BMW x3 in for scheduled maintenance. When my vehicle was finished. I notice an error message " emergency call malfunction", so I inquire about & was told it should g off because they reset my car after the oil change. My car had none of these messages prior to taking in. So I thought nothing of it. Until the next day, another error message that stated pedistration fail. front colision fail & so forth. My truck was working just fine until I brought it in. Now, my backup camera doesnt work; take calls in the car. I was out of town for 3 days, so Tuesday, I take it in thinking they'll just reset it again. After waiting 4hrs at the dealer for them to tell me it'll cost $3000 to fix a leak in my car & replace the battery for emergency call malfunction. I shouldn't have to pay for manufacturer issue. I've only had the car since September 2021. I was told to go thru my car insurance for repairs. & that don't cover this. The dealership caused this. MY SUV WAS WORKING JUST FINE UNTIL THAT THURSDAY. I want the dealership to cover all expenses because they did something to my SUV. It has rained several times since the purchase of my SUV & never has any error messages appeared. My backup camera & all other features no longer work since I took my SUV in on the morning of March 16th. The seal should not be coming off my SUV. Especially only having the vehicle for a little over a year; & especially since none of these error messages were on my SUV prior to me taking it in for a simple oil change. I need the dealership to take care of all the SUV expenses because this is a manufacturing defect. Again, I've only had the SUV for almost 2yrs. Ths is not normal wear & tear. & again, my SUV & all its features were working just fine prior to me taking my vehicle in for routine service. I should not have to pay for their negligence.

  Business Response

  Date: 03/31/2023

  This Customer concern was caused by rainwater entering the vehicle through the antenna fin on the vehicle rooftop. The water intrusion caused the electrical issues the customer mentions in her note. Unfortunately, this vehicle is out of BMW Factory warranty. BMW of Riverside will contact BMW and request Goodwill assistance. The electrical problems are in no way related to any work performed by BMW of Riverside. We will reach out to Ms. ********** and try to assist in any way we can.