ComplaintsforBMW of San Diego

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from *************** in Aug15. It came with 4 years of annual maintenance included. August 2019, I upgraded the maintenance which added another 3 years of annual service a prepaid annual maintenance for the next 3 years, please see attached *** Maintenance Program Upgrade Agreement. On 18Aug2022, I brought my vehicle infor service at BMW of San Diego. The tech refused to perform the service stating that the agreement has expired and therefore no longer valid for service. Dealer supervisor backed up the techs statement and suggested I contact *** of North America. I argued that the agreement specifically states that I am to follow the vehicles maintenance indicator which gives me the month and year service is due, please attachments A and B. Additionally, the agreement states that if a service is missed or to my understanding, not done on time the center will perform the service most appropriate for the Enrolled Vehicle when [I] present it for service. The manager said that the service information is pulled from the vehicle key fob which I do not have access to directly or by directly examining the key fob. On my way out of the dealer, I called *** of NA and spoke to ***** who said that he will have a supervisor review my case and should receive a call back within 3 business days.On 31Aug2022, I finally received a phone call from *** and spoke with ******* ID# ****. After giving him the details of my concern, he hinted that the agreement is no longer valid and would escalate my concern to a higher up suggesting that he was not the supervisor Ive been expecting to call me back between August *****. And when I stated that I Id probably reach out to BBB to have the issue resolved, ******* closed the case knowing its still pending. The way I see it, the maintenance upgrade is a vehicle service that I paid for in advance. Probably best to modify vehicle info to include specific day as expiration date and not as "due" date.

  Business response

  09/08/2022

  Good morning,

   

  Unfortunately this client's maintenance extended warranty expired on 08/08/22.  His service appointment was 08/18/22.  At dealership level there isn't much we can do once the contract has expired.

  The client did the right thing in reaching out to BMWNA as they are who could goodwill the maintenance.  The client indicates that he met with a Service Manager, but I don't believe that he did.

  I would like to try to assist the client and can reach out to the client or you can have the client connect with me at ************.  Thank you.

   

  *******************

  Customer response

  09/08/2022

  BBB:

  I reviewed the business' response and will file a complaint against *** of North America instead. 
  

  Thank you very much for your assistance!

  Sincerely,

  ***********************

  Business response

  09/08/2022

  Good evening,

   

  I called the client and left a voice mail message for the client to call me back.  I wanted to speak with them about their concern

  and hopefully find some resolution.  Thank you.

   

  *******************

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Weve been waiting for 2 months for a part to fix our electronic system on a car with less than ****** miles. We keep getting the run around that the parts have been back ordered from *******!?! Cant you take the part out of one of your ***s to fix ours? Totally disappointed in ***

  Business response

  08/02/2022

  Good morning,

   

  Unfortunately the part that is needed to repair the client's vehicle is the #1 back ordered part in *****************.  There are currently ***** orders for this part.

  BMW of San Diego has 21 of those ***** orders in place.  At dealership level there isn't anything we can do to expedite getting this part here sooner.

  The client can reach out to BMWNA Client Relations, but I am not sure if they will be able to assist him.  We have done everything we can at dealership level

  to assist the client.  Please feel free to reach me at ************ if you have any additional questions.  Thank you.

   

  Customer response

  08/02/2022

  I can not use many of the functions on my car! I cant even see mileage I 

  Business response

  08/03/2022

  Good morning,

  We understand the client's concern and we offered to provide the client a rental at BMWNA's expense as we wait for the part.

  The client responded to the service advisor as follows via text message; "We will just take our car back until the part comes in."

  If the client wants to be placed in a rental, we can assist with that.  He would need to speak with his Service  Advisor *******************,

  or with my Service Manager Hon *** or reach out to me. 

• Initial Complaint

  03/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In early December my car began to overheat and a warning light came on indicating if I continued to drive I would do harm to the engine. I pulled over and paid to tow my car to San Diego **** I bought the car here as a certified used car and Ive had great service and experience prior. I paid to have a new coolant line and refill of the system. The service advisor explained the line had become detached causing the problem. When I brought the car in for service in February I was explained there was an open campaign or recall for this exact same issue. I have reached out to both the dealer and *** of North America who have rejected my claim for reimbursement. I am struggling as this is a known issue which I paid to have completed and they do not feel this is reimbursable. Please help. Respectfully,********************************************

  Business response

  03/21/2022

  Good Morning 

  The dealership has been in contact with the guest and unfortunately the repairs performed were a service action (not recall) and the service action does not have a reimbursement program. We have spoken directly with the warranty team at *** North America, regarding the service action. The guest would need to contact ***NA directly to express the concerns. Please note, this is not determined by BMW of San Diego, but rather directly from *** North America. 

  Thank you

  *************************

  Service Manager

  BMW of San Diego

  Customer response

  03/21/2022

  good morning. Thank you for such an expedited quick response. ******* and *** have been fantastic and I cant say enough good things about them. When I did call *** North ******* they told me this was a dealer problem. I just dont understand if were looking out for some thing whether you call it a recall or a service action or anything its a known problem that I paid for. I very much appreciate all of the work that has been done but it is very disheartening and I feel unfair and a not savvy business practice to charge for some thing that is now two months later an issue. Everyone has been very understanding and no one has told me they would feel any different. I feel like I should have some sort of a refund or a credit or something because this is unfair.

  thank you,

  sarah 

  Business response

  03/22/2022

  Good Morning

  Thank you for the reply. I'm not certain why they identified *** San Diego as the deciding party, as ***NA determines warranty coverages for extensions, recalls and service actions. Apologies that we are unable to do more, under the circumstances.

  Thank you

  *************************

  Service Manager

  BMW of San Diego

• Initial Complaint

  02/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am leasing a car with BMW of San Diego. I recently had an incident where my car was vandalized and I had few long scratches on my car. I have bought a lease protection plan from *** which supposed to be covering the scratches when I return the car but as the scratches were long I decided to talk to an Agent from BMW of San Diego to confirm it. He asked me to contact *** of financial services, they asked me to contact *** of ********* service department. One of the person from the BMW of San Diego service department told me clearly that because its a vandalism case the lease protection plan will not cover it and I should go through Insurance. So I end up fixing my car through Insurance for which I had to pay the deductible. After few days when I contacted BMW of San Diegos lease department to know about the process of returning my car as my lease is ending soon, I mentioned about the scratches and they told me that the scratches might be covered. I send them all the photos and videos of my car and they confirmed that the scratches should have been covered and the vandalism has nothing to with lease protection coverage. Then I tried contacting the service department to find out whom I talked to as I did not note the name, I provided them exact time when I called BMW of San Diego, but they started giving me weird reasons and were not ready to help me. Then I contacted the director of service department in BMW of San Diego she also did the same, she said the number I called does not belong to BMW of San Diego so I made a video of me calling the same number and BMW of San Diego representative received the call. I sent that video to her and then she started replying to my emails saying as a customer it is your responsibility to know the coverage, there is nothing I can do to help. I can send over my whole email communication history with BMW of San Diego which has all the evidence to prove my case.

  Business response

  02/08/2022

  Good afternoon. Thank you for reaching out.

  Unfortunately, the program you are referring to is only covered in ***************** as a Lease End Program; meaning it would need to be returned to a *** for any waiver, with a maximum of $1000 per panel and total maximum of $5000 at the end of the lease. The ****************** does not have this information and would direct you to Finance for clarification.

  Additionally, there are no calls associated with your phone number, with the exception of your most recent calls to the Director; as stated. 

  As such, we are unable to offer a refund as requested. 

  Thank you again.

  *************************

  BMW of San Diego

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter on 11/22/2021 stating that *** owes me a check for $80 after signing a lease *** indicated that check did not clear their bank, they asked me if check was received and if not, to reissue the check which I have selected, I sent several emails , left several messages to ************************* without any response.

  Business response

  01/26/2022

  Good Morning. I have been informed the check refund has been re-issued. You should also receive an email from my business office.

  Thank you!

  *************************

  Service Manager

  BMW of San Diego

*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. ↩