ComplaintsforBMW of Denver Downtown

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband purchased a Certified Pre Owned vehicle from this dealer. They did not sell it in truthful condition. Maintenance package was not disclosed to purchaser and I incurred a 1,000$ brake bill within 2 months of purchasing. Upon taking the car to a dealer, I found out there was a maintenance package which would have covered the expense. Upon inspection, there are additional issues with the car not covered under warranty that a car with 25k miles should not have. Dealer does not pick up the phone and I am unable to reach anyone.

  Business response

  09/18/2024

  Good afternoon,

  We have attached 2 pdf's for your review. On the 1st attachment, Pages 1 and 4 show the items you were promised as part of the sale. Pages 2 and 3 show the coverages available for you to purchase that were declined, which included the maintenance package. Pages 5 - 8 are all the warranty and maintenance coverages on the vehicle and when they expire. All of these documents were reviewed and signed by your husband (you can see the signatures).

  the second attachment shows the measurements of the brake pads. The front brakes were practically new measuring at 12mm. The rear brakes met the Certified Pre-Owned minimum standards at 5mm which is close to 50% life. The final page of this attachment is the bill of sale showing the vehicle was purchased with ****** miles on it. 

  As far as the maintenance package, considering that is meant to cover all 4 brake pads, and 2 of them were new on this vehicle, I think you made the right decision not purchase the package and pay for the brakes when you needed them. The cost of the package and the brakes (depending on the dealership) are the same.

  As far as needing brakes, you have either driven enough miles since your purchase in April to warrant replacing them or, you may have been upsold new brakes sooner than required. 

  We are sorry for your frustration but hope this clarifies any misconceptions for you.

  Regards,

  BMW of Denver Management

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

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle damage and oil not changed for the second time

  Business response

  06/25/2024

  Thank you for bringing this matter to our attention. We are thankful for the chance to speak with you directly today about the concerns with your recent service.We do greatly value our relationship and are happy to hear your feelings for our store are nothing but positive. You have my personal cell number and if your vehicle does end up having the hail repaired as discussed, we will get your vehicle in right away to see what is happening to the oil (possible burning in the engine) and perform another oil change for peace of mind. At BMW of Denver of Downtown we pride ourselves on providing an exceptional experience to all our clients and look forward to taking care of you in the future. Thank you again for bringing this matter to our attention.
  
  
  *************************
  Service Director
  BMW of Denver Downtown
  **************************************************

  Customer response

  06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and . As of 6/25 nothing has been fixed after my car returns from hail damage estimate I will Reach out to get resolved
  
  Sincerely,
  
  ***************************************

  Customer response

  09/03/2024

  Damage to bumper upon pick up a vehicle bumper was hanging as the gentleman turned the corner my husband seen the vehicle and immediately went and got a manager who came out and took pictures of the vehicle from the damage tried to tape bumper up to hold it until they could get it back in reached out to BBB after I hadn't heard from ******** and kept leaving messages and was told to bring the vehicle back to get it repaired the vehicle has been there over a week and has not been repaired

  Desired Outcome:

  Back in June I filed a complaint against BMW of Denver I took my vehicle to be fixed by them in a pond picking up my vehicle my bumper was damaged and hanging and I have managed to tape it up and wait on them to take the vehicle back to be repaired as stated when they replied in the last complaint filed my car has been sitting there over a week and no one has touched my bumper and ******* that is fixing on the bumper is unaware and I told him to go contact ******** or manager I have pictures and they are aware of this issue I have now contacted my insurance agent and I am willing to take it to small claims if I need to

  
  

  Business response

  09/13/2024

  Ms *******,

  We take pictures of damage we can easily see at the time our customers drop their vehicles off. You were present when we took these photos and we have shared this information with you as well. We did not damage your vehicle. Not only did you bring vehicle in with existing damage, but there is also evidence the cosmetic issues you're pointing out were previously "repaired"/ worked on somewhere else. We also have conflicting messages from you regarding the previous repairs.

  Thank you,

  BMW of Denver Management

  Customer response

  09/13/2024

   
  Complaint: 21850331
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******* *******

  I I haven't spoke with you so I really don't think you know what you're talking about and the pictures they sent are totally off nothing occurred in the back of my vehicle ******** **** is very aware of what happened to my vehicle on May 15th or between the time that they had it I was also at the building on May 8th when they broke apart under my hood and nothing was wrong with my bumper as I went to pick up my bumper in the gentleman came around the corner the whole bumper was hanging off the car I pushed the bumper back up after ******** seen it and after I took pictures and he stood there and stated he was taking pictures too the picture you are showing with the black tape belongs to me I put the tape up there to hold the bumper up because it kept falling after I left there and I went around the *** Whatever they hit push the whole bumper over and broke the clips there's never been a problem with any damage on my vehicle in the back so please have your records right because this is going to cause a bigger issue and my vehicle is sitting there and it needs to be repaired and I'm going to ask for my rentals back and this is just too stressful for something that was done on your property and in your care and my vehicle was driven 20 miles and like I said I have a witness so if you want the witness statement we can also go into that stop trying to cover your wrongs and please do right by your customers I've brought my car there several times and spent several thousands of dollars without a question and out of problem there's nothing wrong with my vehicle I drive my vehicle for a living so I guess since I bring it and keep it repaired they want to make me have more issues I will not be bringing my vehicle back and if we have to take this to small claims we will definitely do that and I have the proof to show that my car was damaged in your care

  Customer response

  09/22/2024

  Hi, My name is ******** *******, and I've been dealing with BMW of Denver now for over 2 1/2 years. Recently having issues since actually 7/23 when my fuel System wasn't Replaced Properly, causing the Vehicle to leak fuel Still. Its is also In Transcripts. I Spent over 2200 then with them .So at this time I started to pay more attention to the work *** performed Oct/ Nov 2023 when I took the car too them for oil change and too look @ front of the vehicle as I was at a light and car backed into front no damage just car was shaking they told me I needed struts etc and would cost over ********* which I felt was Costly so I had caliber also do a quote which was slightly cheaper 1800-2200
  Still costly. So I had wrench Repair in early 24 . I don't know where they get the I'mpression of accident my car has not been hit Prior to them having Vehicle 4/27 - 5/15 and never mentioned any damage in any of there Reports
  The picture they sent dated 4/24 which is incorrect shows bumper In -Tact 
  On may 7/8 i went to Pick Vehicle Up Nothing was Wrong with bumper.
  i started 2nd guessing the Repairs they did do to 2x prior and I have  Pictures where Soon as i leave i had to Either add Oil, Oil light on dirty and looked @ Receipt and questioned them about what was a low oil change to me it means you are adding oil it's also in Chat 
  so in Aprili askedthey Start saying i neededStruts 
  I informed them I just Repaired
  I  specifically told them they havent bern changing Oil
  nothing is wrong with my car i take good care of all my vehicles my miles are highway i drive ir a living So im gonna change my oil frequently- then they tried to sell me a oil pan which i didnt need either 
  then they said i needed engine Mounts well i have a warranty so once they found out they put in Strut mounts and parts I never Authorized and gad to eat the Cost AI has been in Rental
  So went to pick up Vehicle week prior and it wouldn't Start took ************************************* Bay bumper was not hanging . I have witness
  So as I walk in bay the gentleman is pushing on a part not knowing im standing there
  so I told him no you are not gonna push on it so I can leave and you Put on me you sre gonna fix so he wrnt and asked came back and said i had to leave car again so they can order part
  2ion again have out of pocket expenses now for Rental. The next week as I Returned to pick up the Vehicle 5/15 witness as gentleman pulls car around there's damage I try and push up after getting manager ******** ***** who gives me card and Tells **** ******* since its late in day he will get the Car in within next day or two he takes Pictures also
  I call my agent to let her know what Occurred 
  I wait a few days for him to respond he never responds so I start calling him ******** leaving messages never responded to me I also start calling to chat in the building and they told me that he would get back with me so once I filed a report with the BBB he be turned the call immediately and try to I told him the vehicle was being looked at cuz there was a bad storm in ******** on May 30th which has nothing to do with them and once my car was looked at I would bring it back to them because I was in a vehicle so once I took the vehicle back I expected them to fix the bumper and it's all in the chat and they try to act like they didn't know what was going on and sending false pictures and if you can look at the reports I have reports also there's never been anything said about my bumper in any of the reports and my reports match how they were trying to sell me parts that I don't need and I have pictures of my oil and now with everything I am in the process of filing a lawsuit against them and I got permission from the It corporate that I contacted with reached out to me Fridayand accepted my claim to file a complaint against them

  I feel if I was of another race this would have already been dealt with I have my receipts also from my prior repairs done by prior places other than *** which is my struts was only Repairs

  
  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used jeep from this dealership in December of 2023. I had it for less than a month before the engine exploded in smoke on the interstate. Yes I know I purchased this used and as is..... I had multiple conversations with mysales person about my reluctancy to purchase a used car from a dealership unless they were going to " do what's right, IF there was a major issue". As they stand by their service inspections before selling a vehicle.. Turns out that is not the case. Having a major issue within a month of purchase feels like fraud even for an as is used car purchase. I had to have this toad to the dealership where it has been for a couple weeks. They fixed a sensor issue but refuse to fix the leak that is causing the overheating. Originally they had said they would fix it but we would have to pay.... Now they're telling me that they can't fix it because they don't have the tools.. I feel like I'm being scammed and taken here. It's not hard just to do what is right as a business when you sell a used car that has a major malfunction so close to the purchase date. This has been a nightmare. We are now taking this to another service shop.. I would like to have a refund for the cost of this repair. I feel as though this slight amount is not a whole lot to ask.

  Business response

  02/05/2024

  Mr. ******* Talker,

  We are sorry you have had issues with your car. We sold you the 2014 Jeep on 12/15/23. On January 7th you brought the vehicle back to our dealership expressing concerns. Upon inspection of the vehicle we discovered significant rodent damage that did not exist when you purchased the vehicle. Electrical issues due to chewed through wiring and/or other components do not present themselves 3 weeks later. In any case, because we take the high road, we performed some courtesy repairs for you at no charge. We are sorry for that unfortunate circumstance but the issues with your vehicle were not present when we sold it to you. Rodent damage is outside influence and typically is covered under your auto insurance policy. I recommend filing an insurance claim to minimize *********** costs. 

  Regards,

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

  General Manager

  Customer response

  02/05/2024

   
  Complaint: 21182798
  
  I am rejecting this response because:

   The reasoning behind the Jeep needing a large repair that I'm speaking of is not because of rodents , sir.

   Please see attached from the repair shop that I actually went to that could fix it. It was an oil leak. Even when I was told at your shop that it was coolant related which was also a lie. Not to mention that the rodents aspect would never have been possible seeing as where I park this vehicle at night. 

   Unless it happened outside, at your lot, at your store.

   

   

  
  Sincerely,
  
  Chikeeh Talker

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2016 ******* Tucson from this dealer for $15,000 on 09-30-22. I was told it had undergone a thorough inspection to make sure it was in good running order. On 10-1-22 I noticed a loud grinding under my feet. I took it to the local ******* dealership where I was told it needs a whole new transmission and a new front axle assembly. These are major repairs and I don't believe they missed it during their inspection. The car is not safe to drive. The repairs are over $6,000. I paid for a limited warranty seperately but it does not cover all the repairs. I called *** to ask to return the car or for a portion of my money back but they refused, instead offering to sell me another car. I do not trust them and I sure will not put my faith in them a second time. I paid $15,000 for this car which I thought to be fair if it was in decent condition but it is NOT in decent condition. I feel completely taken advantage of. I want $6,000 off the price I paid for the car. I did purchase a limited warranty seperately but I don't think that should even come into play here. I expected the car to be in decent shape and since it is need of two major mechanical repairs before it's even safe to drive. I feel they deceived me. The warranty does not even cover the cost of the repairs needed. And they should not be able to lean on my warranty to make up for their poor work ethic.

  Business response

  10/27/2022

  *********,

  We were sorry to hear that the vehicle you purchased from ** was potentially having issues after the sale. When you spoke to a manager roughly 3 weeks after purchase, he offered a couple different solutions to try and stand behind you as our customer however, you refused. You were not dismissed or disregarded as we always take the high road here. We asked that you let us verify the issue so we could go from there - you refused. We offered to trade you back out of the vehicle for something else, to which you also refused. Then you asked for money in order not to write negative reviews. 

  I have also attached the "AS-IS" form we had you sign 2 different times disclosing that because of the age and miles of this vehicle there was no warranty with this vehicle. 

  Thank you,

   

  Customer response

  10/27/2022

   
  Complaint: 18238222
  
  I am rejecting this response because: It is a lie and does not solve the problem. My car made  a grinding sound the day after I bought it. I wasn't sure what is was so I waited. The fact remains that I paid $15,000 for a car that has a blown transmission and a broken front axle and they will refuse to fix it. I believe they knew about these problems and said nothing, hoping that it would go unnoticed for a longer period of time. I did email on **** -22 regarding the issue when I got an email asking me how my purchase was. I was referred to the ******* dealer and I took it in at their earliest appointment available. I have attached copies of theses emails. And I did not threaten to write a bad review if I didn't get money back. I said I want $5,000 off the price I paid or I wanted to return the car. I was told I would absolutely not be getting any money back and I could trade it for another car at their dealership. I declined

   because I specifically wanted a ******* Tucson and they already took advantage of me once, I would not be giving them a second chance to do it again. I did threaten to get a lawyer. And I will. This dealership is crooked, fraudulent and dishonest.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our client, ******************************* wished to purchase a car from *** of Downtown Denver. We sent a wire in the amount of $56,259.12 on November 15th. The customer ******************** was then told they would not be able to release the car for three day once the wire was received. Even though a wire is available immediately. We tried numerous times calling the sales agent, sales manager, finance manager with no return call. In order to accommodate our client's request we wired an additional $56,259.12 to her ***** Fargo account and had her get a cashiers check and deliver to the *** dealer. We immediately contacted *** of Downtown Denver to return the wire. We have contacted them multiple times and have been told these process out of a main office and should be returned. This was a week ago and we still have not received the returned funds. This is a significant amount of money due our client. We are seeking immediate resolution in the return of her funds.

  Business response

  12/13/2021

  We received the wire funds in our bank on 11/20/21.

  On 11/23/21 we received a call from the bank asking about the status of the refund. That is the week of Thanksgiving so banks were closed that Thursday. The money was returned to the customers account on 12/1/21.

   

*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. ↩