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:02/11/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Valencia BMW charged me $249 for diagnostic test but didn't perform the diagnostic service correctly and caused my car to same malfunction as before in less than a week. I took the car to another *** dealer service and they told me I needed to pay another diagnostic fee here again. I asked the service manager at Valencia BMW for a refund and he refused to refund my money.

  Business Response

  Date: 02/19/2025

  Customer authorized a $249 diagnostic fee to inspect the car.  We found a one time fault code which was cleared and released the car back to the customer.  The next day the warning light came back on and customer was out of our area so they were not able to bring it back to us.  I authorized our business office to refund the $249 diagnostic fee back to the customer on 2/17.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22927831
  
  I am rejecting this response because:
  

  I never received the refund of $249.  Please explain how you refunded $249.

  Please refund $249.

  
  
  ****** ****

• Initial Complaint

  Date:01/13/2025

  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 left my *** M3 with this dealership on 12/14/24 through 12/24/2024. At pickup, I pointed out to the service advisor and service director that the vehicle was hit on the front passenger wheel and bumper. The vehicle seems to also have been driven nearly 200 miles during that duration. The dealership accepted liability immediately but is now ignoring me for the repair estimates.

• Initial Complaint

  Date:08/26/2024

  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.

  I returned a car that I purchased to Valencia BMW under Auto Nation's five-day ***** period for a full refund of $10,50.32. I return the vehicle on July 31. $5000 was credited back to my credit card. I was informed that the remaining amount would be sent via check within 15 days. I have not received the remaining amount of $5050.32 as of today 8/23/204, 23 days after returning the vehicle. I have tried leaving a message with Valencia BMW to no avail.

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2018 X5 Xdrive50i last year in November 2023. Sales and finance awesome work, the service department is the worst I've ever dealt with in any other dealership. When I do call to make an appointment, most of the service **** are rude and very short with you, and that is if you can even speak to a **** I have left multiple voicemails and did not receive a call back from the service **** and/or the service manager. I have taken my vehicle there for service 5 times, 3 times for the same problem (alignment) claiming this was fixed. I have taken the vehicle in to run a diagnostic test and multi point inspection for some false pop up notifications and nothing was found at the time. A couple weeks after I have brought the vehicle back in for an emergency break issue that my warranty has taken the cost of in which I did have to pay the deductibleof $200, but to find out I have to ***lace 2 batteries due to them being 6 yrs old alongside a coolant flush, $1600 after. I am unsure why they didn't ***lace the batteries when the vehicle supposedly went through a multi point inspection at the time of buying this 9 months ago or even when this was brought in weeks prior. The very next day after receiving the vehicle from the dealership the check engine light has appeared on now. I have taken the vehicle to get scanned and a code did pop up. Again not sure why this would happen if a multi point inspection was preformed. I have recently scheduled multiple appointments for this to be serviced and have yet to hear back from a service *** or the service manager if they have loaner vehicles available now for the third consecutive day, resulting in an unsuccessful appointment. Yesterday 8/19/24 I have called from 7am-3pm and every time they tell me I will get a call back but never hear from a service **** ******** I've had horrible experiences with this service department, I do understand this is a place of business and will still conduct myself with being respectful.

  Business Response

  Date: 09/02/2024

  Working with Service Manager to provide adequate solution

  Customer Answer

  Date: 09/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/04/2024

  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.

  On May 18, 2024, I went to Valencia BMW and asked if I could turn my car in and end my lease two months early and not owe any money. I knew the vehicle was in excellent condition and that the mileage was below the allocated amount for the lease. I knew the vehicle was worth more than the lease payoff amount. Inspector ************** confirmed that the vehicle was in excellent condition, with new tires, and commented on the low mileage. He told me I only owed the $350 Disposition fee, and I signed the Final end of term inspection document and left. Since I thought my lease was done and ended early, I stopped making payments on it. But Valencia BMW did not use the equity in the vehicle to end the lease. They didn't end the lease at all. And now Ive been put in collections for the last 2 payments. Valencia BMW wont fix their mistake. Trying to claim they dont work with *** Finance. They worked with *** Finance to initiate the lease and they certainly work with *** Finance to end leases. They are the ******* dealership. They are supposed to be the professionals that know how to end a lease. They are trying to cover for ****** mistake. *****, why would I turn in a car and keep paying for it? They need to fix it by paying off the collections amount remaining on the lease. This complaint can warn other people of their incompetence and bad business practices.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  PAID CASH FOR A CAR DEC. 27, 2023. STILL DON'T HAVE TITLE OR ANY PAPERWORK I SIGNED. CAR IS FOR MY WIFE AND OBVIOUSLY SHE CAN'T DRIVE THE **** THING!

  Business Response

  Date: 02/23/2024

   

  Title was received by client

• Initial Complaint

  Date:11/21/2022

  Type:Delivery 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 July 15, 2022 we purchased a car from Valencia BMW. We paid ****** dollars and financed it through our local credit union at ****%, a special promotion they were offering through August. At the end of August, our credit union notified us that Valencia BMW had never sent the title and our loan would be changed from a secured loan to an unsecured loan at ****%. Valencia BMW has been unresponsive to our request to send the title. They said they would look into it, then ghosted us. It is illegal to not send the title within 15 days in **********. Valencia BMW is an unethical business. They sold a car they do not have the title for and now they ghost us. The problem is that the car is worthless without the title. We can't sell it.without the title. Even insuring it is problematic. And our loan is being changed from ****% to ****% for a car that we don't have the title to, because *** Valencia has been negligent in sending it and unresponsive to our requests. These are illegal business practices. They need to be investigated. Over four months have passed since we bought the car and Valencia BMW STILL has never sent the title, which they are required to do. No one should have to go through this nightmare. We paid full price for our dream car and Valencia BMW has made it a nightmare, by not sending the title and by not even attempting to be a reputable dealer by sending the title. It is apparent they do not have it, and they have decided to make that our problem and completely ***** their duty in supplying the title for the vehicle in 15 days. ( It has been over four months). Please help.

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service 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.

  This is the worst dealership I've ever dealt with. I purchased a car from them in January 2020 it took 8 months to receive my registration because they lost the title and therefore, the registration was not in my name and the car was NOT LEGALLY in my name for 8 months. My tags expired for 8 months, therefore I could not drive my car nor park it on a public street after 60days of purchase which is when the temporary tags expired, because it can be impounded by the police or parking enforcement. The dealership did nothing for months despite my constant calling, I had to call the financing company and BMW corporate office to file complaints before the dealer attempting to do anything. They did not care at all that I could not drive a car that l'm was paying for. I asked for a loaner car or another set of temporary plates,***** the supposed manager said no to my request, despite this being their fault. He tells me in July it may take several more weeks for this to be resolved and claims he just learn of my issues 2 days prior which is a complete lie, I have a voicemail from***** from 1 month prior in June claiming they were working on getting my registration.... Yet in July he acts like no one knew. Because the registration was received more than 6 months after purchase I no longer qualify fir a EV rebate... so I also lose $4500 because of this dealership. This is against California law, which the registration must be received within 30 days. And the law stipulates that the dealer has to has to provide monetary compensation to the customer if the registration is received after 30 days. The dealership has not provided me ANY compensation. I should have known better to buy from them when I walked in and they ignored their only black customer for 45min while only tending to their white customers. I got up and walked out... my mistake was going back the next day

• Initial Complaint

  Date:07/01/2022

  Type:Customer Service 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 would like to bring to your attention the dishonest practices of this dealership. I've been a long standing BMW customer and been loyal to the brand, but this is now coming to an end. I began dialogue with this dealership back in Aug 14 of 2021, after visiting the ********* location who had the car I wanted **** markup on the M3 they had in inventory. They offered me the car for $1,700 a month. I continued to shop the vehicle, and called Valencia BMW and spoke with a representative named ***** ********* He told me he could order me the car and would only mark up it up a $1k over MSRP, and we worked out the numbers and signed the estimate. The representative told me I should get the car by the end of 2021, he told me to check back with in sept to see if the order gets picked up. I did as he Instructed, he told me it's in the que waiting to get picked up, every month going forward, I received the same response. I called BMW customer service to see what's going on they told me they can't find any such order. I called *********** BMW they explained to me that he probably doesn't have an allocation and checked the system for my order and found nothing. I called ***** at Valencia he then finally admitted he didn't have an allocation, so I decide to give him a pass; thereafter I receive a call from him in Dec stating he received the allocation and a number is assigned to the order. Fast forward several months, order is picked up and built and delivered to the dealership this past Friday the June 24th. Now that they have car they are renegotiating terms and trying to upcharge several hundred dollar from what was agreed upon, due to market conditions. From the very beginning the representative has intentionally omitted information that could have helped make an informed decision. I've wasted a year without a car thinking I was locked to a deal and getting a car I wanted. I believe they sabotaged the deal in order to resell at a premium.