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:03/25/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  We purchased a vehicle at the dealership and the contract was signed at Jan 16 2025. The dealership has failed to report the sale and apply for a title according to the lien holder of the vehicle, ************* services. Therefore, the buyer cant get a copy of the title to register the vehicle in buyers state within the temporary license period.

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Business put lien sale ,I responded,never heard anything back

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had my car services t this facility and the grossly overcharged for the repair, charged twice for the same repair, damaged my vehicle during the repair and after authorizing a rental car from the rental car company they refused to reimburse the rental car company and now the rental car company is seeking payment from me.

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 May 27, 2024, I purchased a brand new *** X5 from Stevens Creek BMW. During the transaction, I was persuaded by their sales team to purchase a five-year maintenance package for $4,899. However, at no point was I informed that *** already offers a complimentary three-year maintenance plan as part of the vehicle purchase.Furthermore, I have since discovered that the official *** five-year maintenance package is priced at $2,700, significantly lower than what I was charged. This has led me to believe that I was misled into purchasing an overpriced package. Upon realizing this, I contacted the dealership to request a refund. After discussing the matter, their team (the financial manager ***** ******) agreed to issue a refund, and a refund agreement was signed. I was informed that the refund process would **** * to 8 weeks.However, it has now been over 8 weeks, and I have yet to receive my refund. Despite multiple attempts to contact the Financial Manager, ***** ******, I have not received any substantial assistance or updates. His lack of responsiveness and repeated false assurances have led me to lose confidence in his ability to resolve this issue.Can you please help resolve this issue? I have all the evidence including email communications and official documents ready on my end.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to express my extreme disappointment and frustration with the service I received from Stevens Creek Bmw *************** Despite multiple visits and repairs, my vehicle's coolant leak issue remains unresolved, and I have been asked to pay an exorbitant amount of money for the same problem.On December 9th, I initially took my car to Stevens Creek Bmw ************** for a coolant leak. After a pressure test, I was quoted $5788.43 for repairs, which I paid in conjunction with my extended warranty. However, exactly two weeks later, the coolant leak recurred. I was told that this was a different issue, and I needed to replace my radiator, which cost me an additional $2076.29. The service advisor, ***** ****, assured me that this would resolve the issue and that I had a 2-year warranty on the parts.The coolant leak recurred again after just two months. I returned to the dealership, hoping that they would take responsibility for their previous work and fix the issue for free. However, I was told that I needed to replace the upper radiator hose and coolant connector pipe, and that my engine pump was leaking coolant, at a cost of $4086.50. This is despite the fact that I have not driven my car more than 500 miles since the initial visit.I am appalled that a dealership with professional experts cannot fix a simple coolant leak after three attempts and seven months. I have paid asked to pay a total of $11,950 for the same issue, without any guarantee that the problem will be resolved. The assistant manager's(*** *****) response, "I cannot guarantee you if you again get a coolant leak soon, I cannot predict the future," is unacceptable and demonstrates a lack of accountability and commitment to customer satisfaction.I request that ********************** ************** be held accountable for their failure to resolve my vehicle's coolant leak issue and that they be required to provide a full refund for the amount I have paid and have my coolant issue fixed.

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a new car. The Sales Associate told me finance was preparing paperwork and did I want extended maintenance, security system and other add ons. I told him I did not.I met with finance to complete purchase. He asked me if I wanted prepaid maintenance. I said no. He said "you want to pay 40% more for service you will need"? I told him no, because *** offers free scheduled maintenance for 3 years and I don't expect to put too many miles on the car. He said *** no longer offers free scheduled maintenance. The only thing offered is oil change and I pay for everything else. I relented and signed up for prepaid maintenance. When I got home I checked to see what changes had been made to free scheduled maintenance and found that the program is still active. I checked my paperwork and also discovered that a charge was added for some kind of theft protection.I contacted customer service and was told to expect a phone call. I sent another message asking when I could expect that call. I sent another message this morning and got a reply detailing what *** free service covers and offering no resolution. I was told if I have an issue I can call *** USA which I did. They told me there is nothing they can do.

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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,Manping

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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

  Date:03/12/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 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 cancellable

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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.