ComplaintsforBMW of Roseville

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2022 VW Atlas Cross Sport from *** Roseville at the end of December 2023, and I opted to purchased *** insurance through the dealership. Upon sale of the vehicle the *** insurance is refundable, and I just sold the vehicle earlier this month (June 2024). I have tried calling the dealership about 8 times, in which I have never been able to speak to anyone in finance. I have been told that notes would be left on the finance managers desk for a call back 3 times. I have also emailed twice. Since I live 3 hours away from the dealership, I cannot walk in. I am due a refund and cannot get ahold of anyone to speak to me. I was also never provided with my signed contract and have requested that as well as I was told it would be emailed to me.

  Business response

  07/03/2024

  Thank you for bringing this concern to our attention. The Customer ******************** has contacted the customer and will ensure their cancellation is processed as quickly as possible. We sincerely apologize for any inconvenience. 

  Thank you. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car on Sept 10, 2023 from BMW of Roseville. I am still waiting for my registration and license plates. This dealer sold this vehicle without a title in hand. Have contacted DMV and filed a complaint. Still waiting 7 months later.

  Business response

  04/17/2024

  Thank you for bringing this concern to our attention. We sincerely apologize for any inconvenience as there was a delay regarding the documentation for the vehicle which were obtained in December 2023. Since then, the dealership has been working with the California DMV to process the paperwork as quickly as possible. Currently, the paperwork is pending titling records to be updated in the CA DMV system. 

  Thank you. 

  Customer response

  04/17/2024

  I am rejecting this response because: 7 months is too long to wait for registration and plates..I have researched and generally dealership has 90 days to comply.. when I call dmv **** at ***** no one returns my call..I basically have a car with no registration and license plates.. and no title..I have been left in the lurch in this situation.
  

  Business response

  04/22/2024

  Thank you for bringing this concern to our attention. We sincerely apologize for any inconvenience as there was a delay regarding the documentation for the vehicle which were obtained in December 2023. Since then, the dealership has been working with the California DMV to process the paperwork as quickly as possible. Currently, the paperwork is pending titling records to be updated in the CA DMV system. 
  Thank you. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a 2016 *** 3 series in April 2020. We were offered warranty options and settled on 4 very particular items because we are previous *** owners. The agent said all of these warranty options start from the date we purchased the car (4/26/2020) and are good for 100k miles or 80 months. The car was 4 years old with 48k miles. We were surprised when the agent said ALL of these options are from the date you purchase this vehicle as that was unusual for our other cars extended warranty (different make). My wife asked a few times if that was 100% true. The agent said, "Yes, that is correct, it is from the date of purchase, today." To us, that seemed like a valid warranty for $3,053. Fast forward to recent events, with a car that does not even have ******* miles on it, and needs warranty work. We moved and the dealer we took it to advised the warranty expired. The paperwork shows an in-service date as the same date we purchased the car but 4 years prior (2016). And in recent discussions with Roseville *** they acknowledged that date being incorrect. The agent did not point that out when we signed the ********** contract and in our industry that is called "bait and switch". The other three warranties we opted for (appearance protection, windshield protection and oil service) do run from our date of purchase. We are 100% certain that the sales agent had misled us about the ********** warranty. And the fact that it is from in-service date is not noted anywhere on the contract or brochure, aside from the incorrect in-service date and expiration date, to which he never pointed out. After trying to work with BMW of Roseville, they verbally agreed to reimburse us for work already done and sent us over 90 miles away to have additional work covered. Now that we did what they asked by traveling out of town for the repairs, they are refusing to reimburse the work we paid for. This is not the first BBB complaint of this exact nature for this business.

  Business response

  09/25/2023

  Refund has been processed. Customer has been notified. Check should be mailed out via ***** by Close of Business Tuesday. 

  Customer response

  09/29/2023

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

• Initial Complaint

  06/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 20, 2020, I purchased a certified 2016 *** 320i Roseville ***. Initial sale process good and was told to wait for Finance to complete paperwork. I waited for hours & finally met with a "Finance specialist". By I was exhausted & just needed it over with. Finance guy offered to sell me Maintenance ******************** Warranty for $4000. He Emphasized high costs of *** repairs, I agreed thinking that I will be covered for 4 years. He failed to explain the coverage start date and critical details such as start and end dates of both contracts.My car was involved in a hit and run incident in September 2022, resulting in it being totaled. I contacted Roseville *** about a possible refund and was advised to provide them documents from my insurance company & *** Finance. I submitted all the required documents and waited.For nearly 6 months, I followed up with Roseville ***, only to told status shows "In Progress." Finally I heard from "****" in May, ~6 months later, ****, aka ***********************, admitted my docs were lost & refund request never processed. He assured me that he would process in the next two days.On May 3, **** asked me to send him Loan Termination Letter from *** which I had sent on December 2nd, but sent again. **** responded on May 11, stating that he would handle the matter promptly. I sent several requests for an update over the next 3 weeks but "****" finally replied on June 3 claiming my warranties expired, & I am not owed any refunds. I replied reminding him that I had paid $4000 for a 4-year/100,000-mile warranty. He then replied 5 hours later and offered me a refund of a paltry $122.50.I declined to accept and asked ************ for detailed calculations and why would it take 7 months to determine that my contracts had expired?. He ignored my emails and never responded.

  Business response

  07/06/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Bmw of Roseville for a quote for windshield repair. The gentleman I spoke to was very rude, talked over me and expressed that one of the service people would call me within 10 minutes. Its been 3 hours and no one has bothered to call me. Also, he gave me his personal number to call back incase I didnt hear from anyone. Wasnt in service! Complete waste of my time! I have nothing but problems with their attitude and lack of care for their customers! I will not be going back again.

  Business response

  08/30/2022

  Thank you for bringing this concern to our attention. 

   

  We have been in contact with the customer directly and sent her the price quote she requested. 

  Our Service Manager will be the customer's point of contact going forward to address any of her concerns. 

  Thank you.

  Customer response

  08/30/2022

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

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a certified preowned *** at Autonation's *** Roseville on May 27th, 2022. The vehicle is a *** 430i coupe. Though I did most of the work to purchase the car online, the dealership took several hours to complete the transaction. I had not eaten and was getting lightheaded after a few hours. I asked to be able to leave to eat but was told I would lose my place in line. I took delivery of the car being lightheaded and needing to leave to eat. The car was delivered without the interior being cleaned. On my way home, the tire pressure system notified me tire pressure was low. I checked the tires and two were underinflated and two were overinflated. I corrected pressure. Since then, every 2-3 days, two tires lose pressure. New run flat tires are needed. It is clear that even though this is a CPO car, tires were NOT properly checked. I have now been forced to purchase a new set of 4 tires at a cost of over $1800. I took my car to the tire shop and left it for the day. Tire shop informed me that the tire lock key was missing from the car. I called *** Roseville and they say if I didn't notice when I took delivery, I have to purchase a new one. I have reached out to *** numerous times via email and phone. I asked to get the contact info for the general manager of the dealership. The contact info was not given and customer service person refused to give it to me. Nobody has answered any of my emails. I live 45 minutes from the dealership and it is not like I can just pop over to buy a wheel lock key. This dealership is NOT responsive to customer issues and they refuse to even engage to help solve complaints. They take ZERO responsibility for for the tires, the missing wheel lock key and the delivery of a dirty car. I do not feel like a valued customer. I spent money on a car, extended warranty, and I'm not treated with any gratitude.

  Business response

  07/08/2022

  Thank you for bringing this concern to our attention. 

  We have been in communication with the customer and will be reimbursing the amount paid for the tires and wheel locks. 

  Thank you.

  Customer response

  07/12/2022

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

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 03/26/2022 I brought my vehicle to BMW of Roseville to diagnose the issue I was having with my car. When they have inspected the car they gave me an estimate to do some of the repairs.The vehicle was completely fine, drivable when I dropped it off at the BMW of Roseville. I had issues that needed to be fixed other than the engine, my car did not have any warning lights or check engine when I left the car with them, when they release the car back to me they told me come pick up your car, its safe to drive and provided me with an estimate of repairs that I needed. When I started the vehicle it was running rough, all the warning lights were on including low oil pressure, I wasnt sure what was happening so I went back inside the office and told them that the car was shaking and all warning lights were on, they told its ok to drive, it will reset as you drive off, The minute I drove off the lot, the car was still shaking, rough driving and the engine just turned off on its own. I called the dealer explained the situation and they told me to tow it back to the shop, so they can reinspect the vehicle again. Few days later they called me and told me that my engine was seized. I was surprised and shocked why did that happen. I brought in my vehicle to get help but they actually damaged my engine. I went to talk to the general manager of *** and explain the situation, when I brought my car to you it was drivable,perfect working condition, with no engine problems. He had nothing to say but kept ignoring me and not answering my question. I rely on my car for transport and a part of inconvenience, this problem also causing me a lot of money.

  Business response

  04/06/2022

  We performed no work on vehicle. The vehicle came in with severe faults and the vehicles system was putting the car into "limp" mode, which limits driving due to severe issues. We performed a visual inspection of vehicle, gave recommendations and estimate of work that needed to be done...Client denied all work and picked up vehicle. 

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 4th 2021 I dropped my 2006 *** X5 off at BMW of Roseville located at Roseville Auto Mall in Roseville CA. My main concerns for taking it to *** was a bad oil leak, check engine light on due to evap leak and car is overheating. My car was there for 2 months and it cost me $4,144.76. When I picked my vehicle up, I wasn't advised that the problems weren't fixed, I don't know what I was charged for because my check engine light was still on, my car overheated on the way home, and there is still a huge oil leak. I called the next day but was brushed off and never contacted. I don't want my vehicle worked on there again, because not one problem I took my vehicle there to get fixed, was not only not fixed but they charged me almost $4200. Times are tough and I don't have money to give away, especially when absolutely none of the problems I took it in for were fixed. I didn't even get the courtesy of an explanation. I was super excited to finally get my car fixed, but got let down, bad service, ripped off, and car is still in same condition I took it in as. I want my money back. I don't trust this business to do business with again, don't want them ever touching my car again, and just want my money back.

  Business response

  10/27/2021

  Please before your making a complaint make sure that your complaint to right company I don't this ****** and I never work on this  2006 *** X5 off at BMW of Roseville located at Roseville Auto Mall in Roseville **.  My business is in ******************

  Business response

  11/02/2021

  Tell us why here.This customer had major concerns with her car we recommended that she replace the *** fan and fan clutch due to her overheat concern customer declined that repair and other repairs. Customer elected to repair the check engine light concern and some of the oil leak concerns. We advised customer of the number of repairs needed and cost for those repairs. The customer stated that money was tight, and we allowed her to make payments on the repairs she approved. Which is why the car was here for 2 months... Attached is the ** which has all the needed repairs

  Customer response

  11/08/2021

  I am rejecting this response because: The two main reasons I took my car to *** was the over heating problem, and the evap leaks. I did advise my advisor, *********** that there may be an oil leak, and I'd deal with that problem another time. My concern was getting it smogged so I can get the tags from DMV. I couldn't even drive it without it over heating so fixing that problem was most important and wanted it addressed and fixed. Check engine light was my next concern, but knew the evap leak was the cause. I can't drive my car with it overheating bottom line, it's an aluminum engine, and it will very easily blow a head gasket if driven while overheating. Any *** mechanic or knowledge know this to be true. Why would I take my car to get fixed so that I can continue to drive it, but not address the main problem at hand, and instead waste $4,144.76 on "oil leaks" that doesn't even make sense. When I picked my vehicle up, nobody told me that it still overheated, and that my check engine light was still on. The two reasons I dropped it off to begin with. I didn't get the service I paid for, and still can't even drive my vehicle, it sits in front of my home just like it did before I took it to *** to get "fixed" I might as well of threw my money in the trash because that is exactly what my experience was like. I feel taken advantage of, ripped off, very un-happy, and violated. I don't have that kind of money to throw away. I didn't get what I paid for and I definitely didn't get what I had asked for. On top of it all I couldn't even get the courtesy of being advised of any of this at time of pick up, because they knew they ripped me off and didn't complete the job they were paid good money to fix.
  

  Customer response

  01/17/2022

  I still have not received any resolution to my problem. It's really ashame that BMW of Roseville doesn't care about customer satisfaction or fixing the problem they get paid so much money to do. I paid $4200
  And still have the same problems I took my car in to get fixed. I will never do business there again and I'll be sure to let everyone I know not to either. It's

  Business response

  01/25/2022

  We provide ******* with 2 months to pay the **** while here car was on the lot and noted the replacement of the Thermostat was needed at the time as well. All recommended repairs were noted and reviewed with her. She was advised to address the overheating concern before proceeding with any repairs. She elected to not address the overheating concern and only address part of the check engine light. We would be able to provide ******* with assistance in repairing the overheat concern after we verified no additional repairs are needed to the cooling system. As stated on page 2 of the invoice ****** the *** fan and fan clutch would need to be replaced with the **stat. the price we quoted for this repair was *******. We are here to help in any way we can but she was given options to repair her car and advised of the repairs needed. 

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Sept 17th 2021 - 9pm - $11K for purchase $3K down Purchased Used 2010 Ford Mustang - No damage to body or engine - Low mileage Promotes 5 day return policy - signed at 9pm and was dissuaded from going leaving to get driver so I could take car home that night as to not lose place in finance line - Car picked up next day at 11 am. Contract says 09/22/2021. ***** ******* ***** ***** said would need to bring back 09/21/2021 or lose return option. Contract also states "Business days" but does not give definition of business days. Advised mechanic pointed out repairs totaling 2K- ***** ******* questioned why I would have it inspected and argued whether the mechanic was trustworthy and reviewed dealership pre inspection without comparing found items after emailing them Buyers guide not displayed, reviewed with or provided a copy. Business said - Bring it back today or nothing - No alternatives Deal # ****** - Store # ** - STK # ********- Cust # *******

*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. ↩