ComplaintsforLong Beach BMW

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a used car (i3) from Long Beach BMW-MINI on August 5, 2023. We agree that they should provide me a Touch Up Paint (black) to me in addition of the car. After I paid the price (total was about $2685.18), the salesperson, named *****, told me that the touch pan have to deliver to my house because they had to buy from the exclusive shop to get a best one. After waiting about two months, I call them, the operators said either ***** or his manager ********************* were not in seats and they would call me back. I called them several times, the operators always did like the same. As of now, I haven't received a reply and the touch up paint. In addition, the Contact #: *******. I hope they can perform exactly as they said and the agreement in written.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my car in for service. I have a coolent leak, my coolant light would come on and I would refill. I took it there and they said my coolent pump was leaking and needed to be replaced. They said I also needed a new battery and rear breaks so I said ok. $2,500 ***** and I take the car home the following day I move my car in the driveway and the coolant light came on. I called service and they said the system may have air pockets and to b please refill and they should solve the problem. A few days later I move my car again and the coolant light come on. I called and brought my car back to service. They said now all my hoses and leaking and needed to be replaced and it would cost an additional 3200. They never fixed my car and now want more money for the leak I took my car home and will service elsewhere. I have a 15 or ******* mile emissions warranty because my car is a SULEV (PZEV). The coolant pump is listed under that warranty but they failed to honor the State Mandated warranty as they charged me 1300 to replace the coolant pump.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a certified vehicle 11/2020. I added the maintenance package ($2890) and the 5 year /100k miles extended warranty ($3500) Everything was explained in great detail by the finance manager (************). I found 2 years into the contract the warranties and maintenance contracts were actually backdated to when the car had 1st come into service. This predates my purchase. Who in the world would buy a warranty that predates their ownership. This information was conveniently left out of this explanation. These warranties and maintenance should have been pro-rated not backdated. I spoke with the new finance person "*************************" who verbatim told me they were aware of this and the previous sales manager and finance manger were fired for the unscrupulous behavior. He told me he would "take care of me when I come in for my brakes and anything I needed". I emailed *** 1-2 days after our (in persons) conversation, thanking him for this offer but requesting he honors the original warranties. I emailed him 4 times with no response. I emailed ****** *** the ** 2 times with no response. I also left a message the day I was there for him to call with no response. I returned to the dealership needing brakes and was told by *** we NEVER had this conversation and ****** ***, I feel left the premises once alerted I wanted to speak with him and no return call. The services manager ************************* offered to split the costs on the needed brakes and I agreed as this was my only option. This 5 year warranty I purchased I received 1 oil change I received 1 service for a noise ( I cant remember what it actually was). Long story short LONG BEACH BMW knows they are selling policies and are dishonest in there explanations of what the client is actually receiving. What a HORRIBLE business practice. It makes no sense to purchase a policy that predates your ownership and on a certified vehicle. I would like to be refunded for this policy and or charged a prorated amount.

  Business response

  11/10/2023

  Firs* - The clien* is being un*ru*hful and making up false accusa*ions abou* former and curren* employees. She has no clue how or wha* *he si*ua*ion was wi*h *he former employees. A* *he same *ime, why *hey lef* on *heir own.Also, for *he clien* say in verba*im *ha* our F&I Direc*or *** said *hey were aware of *his from previous Sales Manager and F&I Manager and were fired is no* only slanderous and false. Making up false accusa*ions abou* us is no* accep*able wi*h no proof of wha* was said and done back in 2020. Our company has been in business for almos* 50 years wi*hin *he communi*y. We hold a s*rong rela*ionship wi*hin Long Beach communi*y.

  No one can back da*e any*hing *he clien* signed in 2020. She me* wi*h my curren* F&I Direc*or *** *o go over her paperwork which is all in order. The con*rac* clearly s*a*es *he s*ar* da*e of *he coverage is from *he "original in service da*e". Tha* goes for every CAR MANUFACTURER. No* jus* *** or Long Beach BMW. The clien* now has *o pay for *he services and doesn'* wan* *o pay so she is clearly dispu*ing wha* she SIGNED and AGREE *o back in 2020. As in good fai*h *o help her ou*. We (long Beach BMW) helped her wi*h *he bill by covering some of *he charges. Bu*, no*hing in life is FREE. The clien* canno* jus* make up s*ories 2 years la*er and *hen wan* every*hing *o be fixed for FREE. She claims she sen * several emails *o *he *** He has no clue or received any emails or VM's. He re*urns all calls and *ries *o have his Managers resolve all issues also. I can unders*and her frus*ra*ions, bu* she also needs *o held accoun*able for wha* she signed up for. This is a Main*enance con*rac* *ha* is sold every day and explained *he same way *o every clien* *ha* decides *o purchase i*. We do no* ge* *his complian* from *he *housands of clien*s *ha* have purchased *his same main*enance con*rac*. 

  We are here *o help in any way and have *ried *o help wi*h *he clien*s repairs and main*enance cos*s. 

  Customer response

  11/13/2023

   
  Complaint: 20807688
  
  I am rejecting this response because:

  Whomever is responding on behalf of ****** has no clue as to the conversation I personally had with *** only he and I were in his office and HE said exactly what I reported. My email following that conversation recaps that conversation, if something was stately incorrectly wouldn't *** have responded saying that's not what he stated to me?  As mentioned, my numerous emails to both *** and the ** went unanswered. I take accountability for signing the agreement.  I also don't expect anything for FREE. My complaint simply states everything was explained with the exception of a warranty that predates my ownership. This was an expensive ****** and moving forward will pay closer attention to this. ****** will NEVER get any more business from me or my family/friends. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My vehicle is awaiting bearings that I was told was ordered in March of 2023.It is under warranty and has been in twice to have the repair done, only to be told they cannot do the repair because my vin # on the list awaiting this part (bearings) has not yet reached my turn based on some waiting list.I have never seen any list nor do I know where I am on that list.My concern is, this is a break issue and if it worsens while waiting , could it be dangerous?Could this dealer service ***** Get this part from the *** warehouse in **************.? Or from another dealer service, rather than waiting for it to come from *******?I dont get answers from the service or parts ***** So I need some assistance.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 24, 2023 I dropped off my 2016 *** 340i (purchased from them) for an oil change. They called after a few hours and said that I needed to replace the brake fluid for another $225. I authorized the service, and they said it would be ready by around 2 pm. I went down to pick it up at 4:00. I paid $454.45.As I was waiting for my car, the service agent told me that unfortunately they had lost my key somewhere in the car wash. She said that they didn't have a car to loan me, and there was nothing else they could do. I would have to wait until Monday the 26. Fortunately my wife waited to leave until I got my car, so she was able to get me back home. As I was driving away, I thought I could just use my spare key from home. When I got home, I called the dealership and told them I was going to pick up my car using my spare key. The person rudely told me that the service department was closed and no one could open the gate to get my car. She said that even if I had my key, they couldn't be sure that they would be able to get to my car. I asked to speak with a manager. She said there was no manager there.I called Sunday morning. I got the same response. No one has a key. They can't help me. They said that the manager would call me the next day. No call. I went to the dealership after school to pick up my car. They had someone come over and tell me how sorry they were about what happened and would make sure I am taken care of. They said that everyone was on high alert looking for my key. He said that if they didn't find it, they would order a new one. I didn't get a call. I called on May 3. No manager again. I told them I wanted my key mailed to my house. I called again May 12. They said that they couldn't mail it to my house. They also said that I needed to give them a copy of my registration and driver's license. I said that I did not see how that was necessary. They said it is required from ***. I don't trust them. Just want key

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  While I appreciate ***** trying to help me with a simple *** Verification- I do have issues with the dealership.I showed them proof that I purchased the car from the Long Beach BMW dealer- as well as a simple document that asked only for who I bought it from and someone from that dealership to verify the *** for shipment.They refused to assist me because the Long Beach BMW dealership had changed hands. How ridiculous! It represents the poorest of service.Please advise their management that I not only will never purchase another car from the Long Beach BMW but...I am going to fill out a few reviews of the new Long Beach BMW dealer.Sincerely,****

  Business response

  04/14/2023

  To whom it may concern.

  This guest is being unreasonable and not speaking the entire truth of what his complaint is. Long Beach BMW switched ownership in 2011. This guest purchased his *** before that and all the files from his purchase are not in our possession since it's past 12 years. The guest lost his purchase order contracts from when he purchased the vehicle and wanted us to reproduce them. Which we cannot since we did not sell him the vehicle. We have no records of his vehicle purchase. We offered and gave him a FREE VIN verification on site. This guest has also sent in online reviews stating different reasons on how we would not help him at all. Which is not true. 

  He is moving to ******* and needs his original purchase order (which he lost). We cannot reproduce something over 12 years old and do not have files on. His requests are not obtainable or reasonable. 

  Customer response

  04/15/2023

   
  Complaint: 19628460
  
  I am rejecting this response because:

  I presented the dealer with the original finance documents on the car from the day I purchased it brand new, along with a simple document that ******* was requesting to be verified- Who sold the car to me and and that the *** was correct. The dealer refused to sign the form.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Dropped off my 2011 Mini-****** to the ****** dealership to get some work done on 12/26/28. On 12/28/23, I get a call from my Service agent saying that they were involved in an accident with my vehicle on the 1-mile test drive. After arriving at the dealership, I spoke with my agent and his extremely rude "boss" *********************. I was informed that their driver had been hit by another driver and that they were going to let the insurance play it out. At least they were kind enough to let me keep the loaner while things progressed. After about 2 weeks, my insurance was trying to tow the car to a repair shop to get accurate repair estimates. However, the dealership and specifically ********************* wouldn't allow the release of the my car until the $2.Sk+ "maintenance bill" had been paid even though they did not return my car as even DRIVABLE .. If the car is deemed a total loss (high chance since the suspension is shot), the insurance company has already confirmed that they will not be covering the "maintenance bill". During the wait for an inspector to go to the dealership to review my car, I even offered the dealership that I would pay the portion of the bill that was related to the parts, if they would drop the labor portion. They denied the request and decided they wanted to keep trying to PROFIT off my misfortune. Now, after 4 weeks, my insurance has confirmed that my car is a total loss and that I need to get my car released from the Long Beach BMW dealership in order to get paid out. I sent a message to ********************* (upper Management) to see if they would be waiving the $2,600 "maintenance bill". Finally, on Feb. 2, State Farm went to Long Beach BMW to pick-up my totaled car. They were told they would need to pay the service bill in order to get it released. They reduced my service bill with them to, $1,070 after I provided them with a 25% off coupon I had received. The $1k will come out of my settlement for my car even though I never received the final product.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled a Wheel and Tire insurance policy and the company Sonic Automotive who owns Long Beach was supposed to process the refund with in 8 weeks. The refund was processed and sent to the wrong entity, BMW Financial that held the car loan, rather than me. I have followed up with both Sonic Automotive many times (see attached) and BMW Bank and they both have said the funds have been processed. Yet, I do not have the funds. This process began August 22, 2022 and it is now Dec 8, 2022. We are 14 weeks into the process and there is no one who seems to be responsible for making sure the funds ($1,730.64) have actually been sent to me. I have reached out to Sonic Automotive, who made the mistake, and BMW Financial multiple times and can provide further documentation if required.

  Business response

  01/19/2023

  Business Response /* (1000, 8, 2022/12/31) */ when a customer cancels any insurance products the balance goes towards the loan balance not to the customer directly. it was clearly explained to the customer that whenever they cancel any insurance products it will go directly to the bank and not to the customer. which in this case it did go to the bank towards the customer' s balance on the loan.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had come into the dealership several months ago to look a an X3 **** I informed the salesperson ***** that I had limited time available to me so he showed me the car that I had previewed online with that in mind. After we took the vehicle for a test drive, we came back into the dealership and we talked price, and I stressed the fact that I did not have the time to purchase the vehicle at that time, but of course the salesperson pressed to try and make the sale. With urgency on his behalf, he suggested I give him my credit card as a deposit to hold the vehicle, assuring me at the time that my card would not be charged, he said it will simply hold the car for me until the next day when I had more time to complete the transaction.Unfortunately , I believed him and gave him my credit card information. The next day, I saw another vehicle from another dealership and decided to purchase that vehicle instead of the one from Long Beach BMW.Several months went by, and to my surprise not only did Long Beach BMW did charge my Card on the vehicle that I never purchased , they never reversed the charges!I have subsequently contacted two managers, **** ***************** and *******************************, the first of which promised he would get the refund by check handled the following Monday (that was 4 weeks ago now), then after no returned email with ****, I reached out to ********************* week, ****** apologized and assured me I would again have a check sent to me via Fed-ex this past Monday, its now Thursday.My next step is to notify *** corporate headquarters to see if this can be resolved without me being forced to take legal action.The initial lies from the salesman, coupled with the non caring lackadaisical response from management is mind boggling, unfortunately this has taken so much of my time but I know there are laws to protect the consumer I honestly don't know how they stay in business

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I dropped my car off regarding an issue with my headlight. The service advisor said he would look into the problem and follow up with me. I received a phone call a few days later and was told what the problem was and how much it would cost me. I told the advisor I couldn't afford to pay it and I was going to pick up my car and look at other options. When I went to pick up my car, I had a balance due. The balance was for a labor fee for looking into the situation. I was charged twice for a labor fee. One for $189.88 and the other for $219.88. I asked the advisor what the TWO charges were for and he said it's because they have to pay the technician. That didn't make sense to me. I asked to speak to a manager and he wasn't available, so I left the dealership and called back later and left a message for the service advisor manager, but haven't received a phone call back. I waited 2 weeks and called again, but this time I asked to speak to the general manager and was told he wasn't available. Instead of leaving him a voicemail, I asked for his email address and sent him an email. That email was sent on October 29, 2022 and still have not heard back. I have attached a copy of the email I sent to the general manager.

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