ComplaintsforStevens Creek BMW
New Car Dealers
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a used car from this dealership on July 6th 2024, and during the signing of the contract, two issues arose:1/ I was informed that the contract could not be canceled, implying that the car could not be returned.2/ I was told that I was required to purchase two additional packages: the Appearance ************************** Warranty and the Theft ************************ Product Warranty, because coatings and hardware had supposedly already been applied to the used car.On the second day (July 7th 2024), I discovered that both of these assertions were incorrect by reading through all the documents they gave me:1/ According to California law, I have the right to cancel and return the car within two days. However, I was coerced into signing a waiver that falsely indicated the sale was non-cancellable.2/ The two warranties in question are not mandatory for any car purchase, which is clearly indicated in the warranty documents. However, I was not given the opportunity to read this information at the time of signing. Instead, the dealership applied my digital signature on a pad without showing me this page. It was only after they handed me a complete folder of documents that I discovered the two warranties. I have included copies of these warranties in the attachment.I returned to the dealership and informed them that the information provided to me was incorrect and that the warranties are not mandatory. While they acknowledged that I was correct, they refused to cancel and refund the warranties, stating that the contract is effective.I am seeking to cancel these two warranties and receive a full refund for them, as I was misled into believing they were necessary. I do not want these warranties and feel that I was unfairly pressured into purchasing them under false pretenses.Thank you for your attention to this matter. I look forward to a prompt resolution. Please let me know if I can provide more documents to support this. Best,ManpingInitial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a used car from a dealer, payed using personal cheque. The dealer said the car is not ready and can be picked at a later date. Now after 4 days, he tells me that he cannot give the car because it is not passing his inspection and I can just get a refund. So he is breaking the sale deed without any compensation. I need him to give the car or a suitable compensation.Initial Complaint
03/12/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
On January 20, 2024 I visited Stevens Creek BMW with the intention of purchasing a car.When negotiating with the Sales Person (*****), I refused the extended warranty and all other add-ons. The Sales Person insisted the "Anti Theft System" add-on is not optional, so I believed him.After that, I went to deal with the Finance Manager (***********************). He was pleasant initially, but once I started refusing maintenance plans and any add-ons, he switched to a rude tone. He went as far as withholding my company rebate of $1000 unless I signed up for a maintenance plan.Most of the signatures I made on a tablet, so I did not have the chance to closely read the contracts, but when I got home I went over them, coming to the conclusions:- They did not disclose the fact that BMWs come with free maintenance for 3 years, so I was actually sold a maintenance plan upgrade - The "Anti Theft System" was optional and not required to purchase the car On January 22, 2024, I went back to Stevens Creek BMW and asked *********************** to cancel these two contracts. He provided a request cancellation form for the Maintenance Plan Upgrade. I signed it, but I am not sure if it was submitted since the refund never made it to the lienholder.He refused to cancel the "Anti Theft System" contract stating it's not possible even though the contract states it can be cancelled & refunded.On February 5, 2024, I reached out via email to the General Manager which forwarded me to the Finance Director (*************). He stated the following:"The maintenance is now cancelled, please allow up to 8 weeks for the refund amount to be credited to your ************* account. As for the *** anti theft device that was pre-installed on your vehicle, that is not a cancellable product. Thank you." In conclusion:- I am not sure if the maintenance contract ($1000) was cancelled - They refuse to cancel the anti theft contract ($150) even though the contract states it's cancellableInitial Complaint
01/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a used vehicle from the dealership on 11/29/23. I was advised to purchase two extended warranty plans by an employee. He told me that because the car would be due for a sparkplug change that required other services during that time it would cost me a lot of money out of pocket. I did not think anything of it and said okay. The car only has 43K miles on it and sparkplugs are not due until around 120K miles. I have been contacting the dealership to cancel the warranty plans for over two weeks and have not had any success even getting to speak to someone. I get transferred to finance by the front desk and then the phone rings for a while and tells me everyone is busy and that my call will be answered shortly. This usually goes on for about 10 minutes until the call is disconnected.Initial Complaint
10/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Brought my car in for insurance repairs. The dealer had my car for 4 months and didnt charge the battery. Upon pick up my vehicle failed on the freeway loss of power steering, breaks and and automatic transmission failed to shift. The vehicle actually redlined in first gear at 68 mph. I have damage to my transmission and my engine plus tow and impound fees. I feel *** owes me a new transmission engine and battery. I also believe they owe me for towing fees impound fees and roadside assistance fees.Initial Complaint
07/29/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I got an offer for my 2019 *** 530e from the ****** Creeks *** for $26000. I brought my car with title to them on Jun 16, 2023 and finished the paper work. And they said I will get an email for bank transfer info. However until now Jun 21, 2023, I got nothing. And I tried to contact them every day. They always say wait till tomorrow I should get the email. And today when I called, no one answers the phone. I suspect they are intentially delaying payment or do not want to pay.Initial Complaint
05/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a *** Certified i3 from this dealer, it has been almost a month and they still have not completed the paint, bodywork, and detailing to my vehicle as promised. The Salesman I dealt with was TJ and he has made the process incredibly difficult all the way through. I was told before I came to the dealership for the second time that all repairs had been completed and the car was ready to drive off the lot. There were still large scratches on 3 areas of the vehicle the day I came to purchase it. ** told me I could have the detailing and paint work completed at a dealership near me, so I took the vehicle home. A few days later this was not the case and he wanted me to make 2 four hour round trips to drop the car off and pick it back up when the work was done. After several heated exchanges he agreed to have the car transported back and forth. He failed to keep 6 different appointments and continues to waste my time. I finally called and spoke to *** the sales manger, who assured me he would make an appointment to have the car picked up. I told him that I did not want to hear from or speak to ** again as I had given him 6 chances already, and he promised to take care of the issue himself. But of course he had ** set up another appointment with me. The latest appointment consisted of ** sending AAA towing from his sons emergency roadside account who refused to take the vehicle since the member was not present, the car was not owned by them, and the car was not in need of any repairs. Incredibly enough ** has managed to waste more of my time then if I were to have actually spent 8 hours driving back and forth to the dealership, and *** seems to have done his best to assist him in that feat. I would like the body work, painting, and detailing completed. Or I will get a quote to have it completed at a local shop and want Stevens Creek BMW to send a check in that amount.Initial Complaint
05/10/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
*** sent a gift card for $100 towards service. When we presented the card the cashier mentioned that they have already given us discount and will not honor the $100 gift card and took it away from **. We had spent almost $6800 for service and other part replacement. They were very rude and its behavior that is not acceppted. I want them to credit $100 back to me and no store credit though.Initial Complaint
11/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In June 2022, I purchased a certified pre-owned 2018 *** i3 electric vehicle from this business. Sales representative, *******, and sales manager, ********* helped with the purchase. At the end of the transaction (After I paid for the vehicle and signed the paper), I demanded for a charging cord that should come with the vehicle. Sales representative promised that he gave me a "brand new" charger cable and the cable was wrapped in a plastic bag. In June, when I tried to use the charging cable, it appeared to be bandaged and damaged. I called Mansook at ************ for a replacement, and dropped of the damaged cable, they promised to ship me a new cable. It's been three months I have not received the cable via mail. The business started to ignore my call and voice messages.Initial Complaint
11/03/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have taken my vehicle to Stevens Creek BMW for repair. The advisor told me the car will not be ready until next Tuesday (Four days). No loaner car is offered at all. However, the delivery date is delayed again and again. I understand there could be delays sometimes, but there is no single update during the whole time. I have to call them back to check the status over and over again. The service is very unprofessional and made a lot of inconvenience to me.Business response
01/06/2023
Consumer Response /* (2000, 5, 2023/01/05) */ Thanks for reaching back! The issue has been resolved.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
21 total complaints in the last 3 years.
6 complaints closed in the last 12 months.