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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.
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 from Niello BMW on 5/20/22. Along with the vehicle, I purchased three extended warranties covering various potential issues with the vehicle ranging from last keys to mechanical problems. In March, 2024 I tried to file a claim and found the representative to be unhelpful, rude, and discourteous. My claim was immediately refused before any information was obtained. On top of that I was denied any further information on how to appeal the representatives decision. The representative even refused to provide me with his last name or employee ID for further follow-up. From then on, my calls were not answered and my voicemails were not *********** December, 2024, I decided to cancel my warranty and contacted Niello's General Sales Manager to ask him for a refund. He sent me a form to fill out and submit, which I did and sent along with a demand letter. The certified mail was delivered to him on 1/11/25 @ 1007 hours. He acknowledged the letter via follow up email and said he would start working on it first thing the following day. The contract reads that there will be a 10% penalty of the purchase price for every 30 days the refund was not paid. As of today (2/19/25) I have not heard back from him. On 2/18/25 I sent another demand letter to the *** requesting my refund plus 10% penalty fee by Friday, 2/21/25 but have not heard back.I've had vehicle warranties in the past and have never been treated in this manner. I believe they've set up the contract so they would not have to pay out any claims. I understand that and while I don't agree, I will accept that as a ****** learned. What I can't accept is when I want to cancel this contract and ask for a refund and whatever penalties I'm legally owed, they refuse to pay or communicate.
Business Response
Date: 03/20/2025
Thank you for your feedback, *******. We apologize for the frustration you've experienced. We are currently working closely with *** to process your refund, and we are committed to resolving this matter as quickly as possible. We appreciate your patience and will keep you updated on the progress. Thank you, ****** *****, General Sales Manager.
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 November 29, 2024, I went back to Niello BMW to exchanged a car model X5 that I had purchased earlier on November 26. I replaced that car for a new model ( X1), because of some dents, odor issues coming from the cargo area, and size of vehicle. I instructed the Financial Officer ***** ****** to remove all the additional warranty I had added to the X5 model. She reluctantly accepted to removed the extra insurance, not without some back and forward on her part complaining about my action. Ms. ****** without my knowledge, added the security device RecovR. I only discovered I had it, after reading the contract. The following day, I installed the application on my phone to keep track of my car, but to my surprise, the app showed that my car was still at the store. I called my salesperson Ms. ****** ******* and she said that she was going to talk to Ms ****** to fix that problem. I emailed her too and she told me that "she was going to send me a new device with better benefits". After waiting for a few days, and getting No answers to my problem, I decided to write an email to ****** ***** who is the General Sales Manager. However, a week has passed and he has Not answered me either. In view of this, I want a refund of the money charged for the RecovR device plus taxes and an apology for their lack of consideration(politeness) to a customer.
Business Response
Date: 12/23/2024
Good afternoon, ********.
Thank you for sharing your feedback. I apologize in the lack of communication and delay with getting your check issued. As stated via text, it will be going out today and you should have the tracking number shortly. I appreciate the opportunity to address your concerns so we can better our processes and communication for all customers in the future. Thank you, ****** *****, General Sales Manager.
Customer Answer
Date: 12/23/2024
I am rejecting this response because:
Niello BMW has failed to refund my money for the device they never installed in my vehicle. The Sales General **************** assured me last week that my check/refund was in route. But as of today, I have not received anything. Im very dissatisfied by the way they handle this situation, and the way they did business with me. I gave them two thumbs up at the beginning, but after meeting the financial person and going through all of these problems, my review changed to zero points. I might change my review after I get my money back.
Business Response
Date: 12/26/2024
Good morning, ********.
Thank you for your feedback. We checked the *** tracking number that we sent to you via text on 12/23 and can confirm the check was delivered Tuesday at 2:54pm. A copy of the *** tracking reference is attached.
We again apologize for the delay in getting this to you.
Customer Answer
Date: 12/27/2024
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.
Special thanks to BBB for your help in this matter.
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 MINI Clubman from Niello in November 2020; the 5-year-term loan was arranged by Niello's ************** via ********************. Earlier this month (Oct) I paid off my loan to ******* in full. I have received a confirmation letter of the pay-off and am waiting for the title to be mailed to me by Patelco. I first called Niello on Oct. 28 with a simple question. -- Am I entitled to a partial refund of the gap insurance I paid in 2020, since I paid off my loan one year early? And, if so, what is the process to submit a claim for that partial refund. I have made multiple calls (at least 6) to Niello, requesting a call from someone to help me, I've left messages with receptionists, with the assurances I'd hear back from a "sales manager" and someone from the ************* No one has contacted **** have a financial stake in this question. I have no where else to turn regarding this issue, as far as I know. If someone from Niello could simply acknowledge my call and find a meaningful answer to me either way, I would be greatly appreciative.**** ******
Business Response
Date: 11/01/2024
****, thank you for taking my call on Wednesday. I valued the opportunity to speak with you and address your concerns with cancelling GAP. I do apologize that there was lag time in our communication as this is not how we normally do business. Our goal is to provide every customer with a ****** experience and I am sorry that we fell short of this for you. We look forward to helping you and providing a more positive experience in the future. Thank you for being a valued Niello customer, we appreciate you. Thank you, ****** *****, General Sales Manager.
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 am writing complaint regarding an incident that occurred on October 4th, 2024 at Niello BMW Sacramento, located at **************************************************************************************A dealer named *** assisted us during the purchase process. my friend and I noticed a $990 charge for a tracking system that was linked to their company, allowing them to monitor the location of my car and keys at any time.we did not need this tracking system, *** insisted that it was already installed and could not be removed, offering only a $200 discount.we refused to accept this additional charge. Then *** offered a $500 discount on the car itself but maintained that the tracking system could not be ********** this point, *** began asking irrelevant questions about my friends occupation and our relationship. started making sarcastic remarks, repeatedly stating that without an SSN, ID, or credit, he could not trust me. He insinuated that I might be using someone elses debit card for the purchase, which I found highly offensive.*** sarcastically responded that if I brought cash, I would need to pay $24,600Despite our insistence that we were paying in full, *** interrupted us multiple times, claiming we did not understand his point. He stated that if I had a U.S. identity, he could remove the tracking system without hesitation, contradicting his earlier claim.He expressed unfounded suspicions that I might call the bank the next day to cancel the payment and steal the car, hence the need for the tracking system.***s baseless accusations and insinuations that I was a fraudster were deeply offensive. He implied that the tracking system was necessary to control me, raising concerns about privacy and human rights violations. ***s repeated sarcastic remarks about my lack of credit as a non-U.S. citizen made me feel angry and discriminated against. I believe this constitutes racial discrimination.They repeatedly tried to force me to buy the tracking system and misled me about its removability
Business Response
Date: 10/11/2024
Poppy, thank you taking my call and giving me the opportunity to offer my apologies for the experience you had with our team. At Niello BMW, its always our goal to provide every customer with a ****** experience so its unfortunate that we fell short of this for you. I valued the conversation we had and again apologize for the negative experience. Thank you, ****** *****, General Sales Manager.
Customer Answer
Date: 10/15/2024
I am rejecting this response because: The businesss response is meaningless. This response can reply to everyone. Their apologies were merely empty words; they didn't impose any punishment on the staff involved, nor did they provide me with a reasonable explanation. Moreover, they downplayed their racist behavior by casually dismissing it as just a joke.I dont think they notice their fault. And in their phone call they just assume their offensive behavior as humor it offended me again. Their apologize is not sincerely.When I purchased my car, they promised to repaint and detail it for me. However, I discovered that after the incident, they didn't provide me with any proof or voucher for the promised cleaning and repairs. Now, I don't dare to return to that dealership; I don't want to put myself back into an environment that causes me distress. I've been suffering from insomnia for several days because of this issue. I hope the dealership can offer me compensation for the emotional distress, including fulfilling the promises they previously made but did not keep.
Business Response
Date: 10/30/2024
Poppy, thank you for giving us the chance to resolve the situation. I'm glad you were able to come back so we could detail your vehicle for you yesterday. We pride ourselves on delivering quality service and look forward to seeing you in the future. If there is anything else I can do for you, please consider me your first point of contact. Thank you, ****** *****, General Sales Manager.
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 certified used *** X3 from Niello in June. The dome light cover by the front windshield had some chemical damage to it and was not repairable. On July 15th I was told by ***** as well as ****** that they will order a replacement cover for me. ****** also offered to replace the tonneau cover in the rear as that had dirty spots that could not be cleaned.Today is Sept 21st and I still have not heard back from them. I have called and left voicemails to ****** multiple time and have not received a call back.This is extremely poor customer experience and I will not shot at this *** dealership in the future and will also not recommend this dealership to others.
Business Response
Date: 11/13/2023
Hello ******, I have attempted to call you with the number we have on file but have yet to make contact. I left a voicemail and would like to help resolve your concerns by giving you a cargo tray as requested. Please return my call at your earliest convenience. Thank you, ***************************, General Sales Manager.
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 2022 *** 330e from Niello BMW on February 15, 2023. To date I have not received the registration, plates, and title. Temporary dealer plates expired on May 15, 2023. We are approaching 150 days since the date of purchase. The vehicle was purchased via vehicle loan through Golden ***************** The loan was paid in full in 03/2023, and therefore the vehicle is currently owned outright by me. On May 21, 2023, I contacted Niello BMW and left a message for ***************************, inquiring about the registration, plates, and title. No response!On May 25, 2023, I contacted Niello BMW general line, where I advised ***** of my issue/problem. He transferred me to ***** in finance, I left a voice mail message. No response!On May 25, 2023, I visited the ********** of ***** Vehicle in ********** and was advised that the paperwork for title and transfer was not submitted by dealership. And no other information could be provided as the vehicle remains registered and titled to another owner.On May 29, 2023, I visited Niello BMW and spoke with Sales Manager, ******************* and ***************************. Neither gave information regarding status of registration or title, nor was there a timeline provided as to when this matter would be addressed/resolved.On June 1, 2023, I sent a follow-up email to ******************* and copied ***************************. No response!On June 5, 2023, I contacted *** corporate and spoke with ******. I received a subsequent call from General Manager ****, who advised that the dealership was in the process of obtaining a title for the vehicle. There was no timeline given for resolution, nor was updated temporary registration provided. **** stated that I could continue to drive the vehicle with the expired dealer plates. My concern is I have a vehicle I can't drive due to it not being compliance with current ******************* vehicle laws. I have attempted to resolve this issue, prior to filing this complaint.Thank you in Advance.
Business Response
Date: 07/05/2023
Mr ********** DMV fees were posted on 3/15/2023. We then followed up with ******* in April because we had not received the title from Manheim Auction. ******* said they were looking into getting them expedited and re-issued. We finally received the tile from Manheim, completed the registration and plates the plates should have arrived to customer by *** on Monday July 3, 2023.
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.
We purchased our 2020 *** 330I vehicle on May 6th, 2022, mileage reading of **** miles. We spent a great amount of and money to assure the least amount of out of pocket expenses for ongoing services and maintenance for the first couple of years of ownership. We chose to pay for many optional service contracts including;1.) *** PPM 2.) USS Tire and Wheel 3.) UCC Paintless Dent Repair 4.) UCC Key Replacement These additional options cost ** $9,192 total, in additional to the base cost of the vehicle, adding $169 to our monthly payment. Again, we chose to pay for this to avoid unexpected out of pocket charges going forward. We scheduled an appointment for May 2nd, to bring our vehicle in for our second (of 2 within a year) ******** service (that we also paid for with the purchase). Within the first hour received a phone call that we need an alignment ($229.95) and two new rear tires ($754.12). The mileage is at *****, which means, we have only driven this vehicle a total of ***** (95% freeway) since purchased, yet the tires are already in need of replacing AND requiring an alignment? After spending $9,192 in additional coverage, Niello finds a way to charge ** for an alignment AND new tires, and it's not covered anywhere in the costs that we paid upfront to avoid this? Smells really fishy and EXTREMELY misleading. We made every effort to assure we made a wise investment in a ***, paying in advance for as much as we could for incidentals. When the service technician called to ask for authorization to add on the service for an additional charge of $984.07 for tires and alignment, I asked how that is even possible and was told it's common for ***s to go through tires very quickly, even at 10K miles and that it's considered normal wear and tear, and not covered by warranty of any kind. That is HIGHLY unacceptable and even if true should have been disclosed. We feel misled, and manipulated into a financial trap. *** is taking advantage of ** inappropriately.
Business Response
Date: 05/15/2023
Niello BMW met with ******************** and have addressed the issues with the performance tires. We believe **** is fully satisfied with the resolution at this time.
Thank you.
Customer Answer
Date: 05/15/2023
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.
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 2019 *** X-6M from the dealership on November 10, 2022, from the day that the car was brought home, I have experienced a number of inconveniences with this vehicle, brought the car back to the dealership **************** to be exact, not one time was I offered a loaner car, I was only offered a one-way ride to work and not once offered a ride back to the dealership or a ride home after my work day, several occasions I was coming out of pocket for rideshare, *** did not mention any type of reimbursement. Due to my loyal history with this dealership I expected more than what I have been experiencing, I have purchased multiple vehicles from this dealership and have not ever been in this type of predicament, all of the faulty problems on this vehicle have put not only myself but also my family in possible danger had I neglected to bring the issues to your attention. I am very disappointed in the service I have received from Niello BMW. On Christmas Day the same service light came on again to make this 8 times total that I brought the vehicle in for service, at this point the drive train malfunction light has came on continuously and the dealership has not been able to find the problem and do the repair,It is very unfortunate that I am reconsidering any further business with this dealership. I would like to know if my paperwork has not been sent to the bank and what my options are at this point. If I am able to return the vehicle and take my business elsewhere I feel that is the best option for me, I do not need to be more stressed, inconvenienced, and/or worried about my safety when driving this vehicle, it is very unprofessional that I cannot reach anyone by phone and that I have made several attempts to reach someone to speak to about this matter. I can only hope that due to the reputation your dealership has in **********, you can make this right. I look forward to hearing from you *********************
Business Response
Date: 03/01/2023
We are in continual communication with ***** and also *** North America engineers for further diagnosis and resolution.
Customer Answer
Date: 03/02/2023
I am rejecting this response because:I have retained legal counsel for this matter , during this time Niello has been in contact with me regarding my vehicle however my vehicle is still in their possession pending a repair due to needing a new engine, Niello has reached out to me regarding the loaner vehicle I have been driving stating that it will be returned within a week , and they will not accommodate a loaner vehicle during the pending investigation.I cannot be without a vehicle as this is my primary source of transportation for my household. I do not feel like I should be held responsible for rental fees, when the loaner vehicle has been offered to me while my car is being repaired, it is out of my control what or when *** North America will approve of this repair, and I do not feel like should be inconvenienced because of their faulty vehicle.
Business Response
Date: 03/22/2023
This customer has obtained legal counsel, no further feedback will be posted.
Customer Answer
Date: 03/22/2023
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.
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 new vehicle on 9/17/2022 and during the signing of the paperwork, the business manager went over some add-on's/options and I declined to purchase any of them. One of the options was a sanitization spray called "*********" (again, this was declined by me). I did notice that he had me sign a form for a single "*********" application and when I asked him if this was added on or included in the negotiated price of the vehicle, he stated it was included. After reviewing my lease disclosure when I got home I noticed he did indeed add on this ********* option and that I was charged extra for it, it was not included in the negotiated price of the vehicle. The lease disclosure clearly states it is an "added option". I emailed him directly to request a refund and he refused and said that it was included in the price of the vehicle. The paperwork states otherwise and I am being charged for a product that I did not ask for.
Business Response
Date: 09/20/2022
Hello- we have been in contact with our customer and will be processing a refund.
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 was notified of a recall on my vehicle in December 2021. I have contacted the dealership many times to have it repaired and they say "we cant help you at this time". Since then, my vehicle has set a permanent check engine light for the issue that is recalled. When I call them, they say I can pay them to diagnose the problem but they cant fix it. I have asked what my options are and they say to keep driving the vehicle but risk further internal damage. If further damage is done to my vehicle due to me continuing to drive it, they told me that I would have to pay for it until they can perform the recall.
Business Response
Date: 11/14/2022
Our *** store has confirmed that the customer did come in for EGR Cooler recall on 11/29/2021 and the recall remedy was not available through ***NA. We have checked our DCS database and unfortunately, the remedy is still not available. The customer has stated the check engine light fault is related to EGR but it has not been diagnosed at our *** store so we are unable to confirm accuracy. We would not recommend the customer continue driving the car, we need to properly verify the diagnosis. Concerns over parts delays are unfortunately out of our control but can be directed to ***NA ************.
*************************, our service manager is available to speak with ******** His phone number is ************.
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