ComplaintsforMelbourne BMW

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/13/2022 we purchased our brand new 2022 BMW X5 and the sales experience at Melbourne BMW was exceptional however we were not fully explained what the "All Surface Appearance Protection" plan includes as far as services covered. We were under the impression that it covered dings, chips, scratches and love bug damage. The Finance manager from the dealership also never mentioned you have to call a 3rd party company to file a claim, it was presented to us that it would work at any BMW dealership in the US. if we had a problem it would be taken care of there at the dealership when stopped by for service. We found out after I brought my car into the Tampa dealership last Thursday that this plan does not cover dings, scratches, chipped paint after I had to call the 3rd party company number and I was shocked to hear when I was explained that the "All Surface Appearance Protection" plan is for protection against the environment and not against scratches and chipped paint?? At that point, i immediately called the Melbourne Finance Mger bc I felt my husband and I were misinformed and when he called me back that day he explained to me on the phone that there is a separate protection plan that covers tires, dings, dents, key replacement, and rim fixes. My husband nor I remember this conversation at ALL at the time of financing. We'd like a refund on this product bc we feel completely taken advantage of and mislead. Transparency is key in this business and we feel totally blindsided. Had it been explained that this was environmental only and only protects against water spots, love bug damage, and car wash damage (swirls)when we purchased it, we would have never added it. It's really disappointing when you get to the dealership and you find out that what you added is not in fact what was offered/sold to you. I'm now reluctant to promote BMW and their services and this is our 3rd BMW.

  Business response

  11/08/2022

  Business Response /* (1000, 5, 2022/10/20) */ Contacted customer and explained the warranty that was purchased, customer was also offered a different warranty at time of purchase that would cover above concerns which was declined by customer. Refunded Customer for All Surface Consumer Response /* (2000, 7, 2022/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although we feel communication could have been better when being explained how each warranty works and what each warranty will cover, this dealership went the extra mile and refunded us for a product we were not happy with since it didn't cover scratches and chips on our exterior paint that we thought it did cover. They did the right thing and we are happy with the result.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 20 July, my 2015 BMW I3 was not function properly, when I tried to charge the car; it would kick off, forcing me to reset the charger several times. It was not the charger, it worked fine on friend's car. The range indicator was also acting funny: jumping for 70 mile to 45 in a instant. I have babied the car, I only charge the HV battery to 80% and only charged at night, when it was cool. I called the Melbourne BMW dealer, who quoted a diagnosis charge of $198.00, I told them the electrical drive train and battery had a 8 year/100000 mile warranty -so I still had a year left. I was told: "I would get my money back if the problem was found to be the battery or charging system." When I arrived at the dealer, they announced that "because it is an electric car the pre-diagnosis charge was double $398.00 "because electric car are a problem." The service tech told me it was probably the AC unit because they have been have problems with BMW I3 AC units; so my $398 would go toward fixing AC unit. At week, I was told car is ready, come to dealer! 20 min later I got a automated text from my BMW telling me the car has a "drive train malfunction". I called the dealer and was told, car did not run after the checkout and is still undergoing repair and do not come in. Next day I was told to **** to the dealer, all fixed! When I arrived I was told nothing was wrong with the car -at all! I was charged 398.00 for basically wasting their time. I called BMW of North America Electric car consumer group, told them my story; asked if they will stand behind their warranty? Why did I have to pay $398 for a warranty item??? I was told charging system / battery are covered by BMW North America, but BMW does not dictate what dealer charge. I do not understand the warranty, it should not take a week to tell me car is fine. When I picked it up all of the High voltage battery anomalies were no longer present! They should pay me $398.00 for taking a week to fix the car that was "fine."

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/07/19) */ In regards to BBB case#*********, the diagnosis is not a covered component. Even though there is an extension to the warranty of the battery, diagnosis is required to see failure of the battery. In this case, the battery was not deemed defective, and the diagnosis falls on the consumer. However, we will be refunding the customer his diagnosis fee to show good faith in our dealership.

*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. ↩