ComplaintsforUnited BMW-Roswell

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 11, 2024, we purchased a 2015 Jeep Wrangler Unlimited from United BMW of Atlanta. *************************** was our sales associate for this transaction and provided the Carfax and the vehicle inspection report from the dealerships mechanic, as well as a test drive. The vehicle inspection noted an issue with the *** brake system. We decided to purchase the vehicle and have the *** brake system repaired at our expense. During the test drive of the vehicle there were no noticeable issues aside from the light on the dashboard for the *** issue mentioned previously. We signed the documents for the purchase and picked our jeep up on June 12, 2024. On June 13, 2024, we took it to a mechanic to have them assess the repair of the *** system and mentioned a concern regarding a noise coming from the front passenger side. The mechanic diagnosed the Jeep with camshaft issues. This issue was not disclosed in the purchase agreement. The cost to repair the engine was significantly more than what we were informed of by the dealership. We then called ******** and were reminded we signed an AS IS agreement and there was nothing he would do to correct this issue. We then tried to call and speak to a manager/general manager of the dealership but could not get in touch with anyone. Our salesperson ******** sent several texts stating we would receive a callback, however, there has been no call backs. I am very disappointed in the level of service we have received regarding our purchase and in the lack of communication from the dealerships management. If we had been aware of all the issues presented in the vehicles engine, then we would not have made this purchase. I feel the dealership was aware of and did not disclose these issues. We would like the dealership to make it right by fixing the cam shaft issues on the vehicle so we can enjoy our beautiful new Jeep.

  

  Business response

  06/17/2024

  Customer agreed to return the vehicle.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/12/23 I purchased a 2018 M550 from United BMW for $40236.86 (before OTHER CHARGES). The transaction was normal and the salesperson was actually outstanding. My issues came after the sale. On 8/19/23 - one week later - the vehicle received a DRIVETRAIN MALFUNCTION error. I contacted my salesperson right away and he put me in touch with United BMW's ******************* I brought the car in and left with a loaner. They diagnosed the problem - SET WASTEGATE BANK - and made some repairs. I picked up the car on 8/22/23. I was not charged for the repairs. On 10/26/23 the vehicle received a DRIVETRAIN MALFUNCTION error again. **** taking the car to the service department, the car stalled several times and had a noticeable smell of gasoline. I barely made it to the dealership and when i parked in their service bays, a large puddle of gasoline has formed in the front of the vehicle. It was so bad that the staff had to clear the bays of cars and immediately clean the area. This was an obvious hazard to myself and those around the car. In speaking with the service department, they acknowledged that the issue was caused by a previous repair made by them. Again, they agreed to make the repairs at no cost to me. I picked up the car on 10/31/23.To recap, here's the mileage and timeline of these problems:8/12 - purchased vehicle with ***** miles 8/19 - returned vehicle to service department with drive malfunction error at ***** miles 10/26 - returned vehicle to service department with drive malfunction error at ***** miles **** picking up the vehicle, I spoke with a manager in the service department and expressed how unsure i was with driving the vehicle due to the severity and frequency of the engine problems. I requested a fair exchange of the M550 for something else but instead was offered a trade in value that was subpar considering this whole ordeal was United BMW's fault.

  Customer response

  11/07/2023

   
  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. My name is *************************** and I filed a complaint (ID: *********.  This issue has been resolved. Please close this complaint. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recall Campaign No. 21V-907: EGR Cooler RE: *** 328d WBA3D3c57EK156345 This note is to establish fact that I had scheduled a service call for 9/7/23 (with a loaner) to address the recall issue a week ago. Today, at 8:10, I was informed by the dealership service representative (United BMW, **********************************, Roswell, ** *****) that no loaner was now available and, needed to be rescheduled to 9/14/23! I want this note to be a written record that if something occurs before 9/14 that reflects this recall, I will take action I deem appropriate.By the way: This is the 2nd recall on the same issue. Apparently low priority for safety issues.

  

  Business response

  09/20/2023

  We offered the customer to come in, but he made an appointment somewhere else.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new **** X5 from United BMW June 23rd 2023. I paid cash, no financing. The experience has been very poor with United. First, they messed up the paperwork and I had to drive back (1hr each way) to the dealership (after getting the car) to 're do' all the paper work - they wouldn't do a docusign remote paperwork for whatever reason. Second, the vehicle had a *** error the day we picked up the vehicle. After researching this, we determined it was due to the dealership not updating the *** system in prep for delivery - this was an error by the dealership, not a *** issue. Again, back to the dealership and get them to update the *** software. Third, the vehicle now has a 'check engine' light, to which we have contacted United and they said we'll have to contact their service department and schedule a visit and based on limited loaner vehicles that could be over a month out - this remains unresolved. As of today, August 16, 2023, I never received my license plates and the temp tag is expired. I have contacted United 6 times asking for an update on my plates. Zero responses to my communications regarding the license plates. I contacted ************************* in Finance, who was super responsive when he was ready to collect my payment - now he simply ignores my communications. I contacted the sales team, ***************** and *****************, multiple times as well. I paid United $799 in seller administration 'documentary fees' and $747.06 in 'license fees' to file for my title and registration. I am requesting a full refund of the $799 and $746.06, since I don't have a title, registration, or any responsiveness from the dealership at this point. I am generally a very reasonable person, but with zero communication, I must take action to solve this issue.

  

  Business response

  08/16/2023

  We have resolved the issue with the customer.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/02/21, I ordered new engine for my **** M3 *** from United BMW-Roswell and paid an amount of $15,965.99. followed by a 4 month waiting approximately for the engine to be shipped from *******. I used my own mechanic for the installation, 8 year veteran employee at United BMW-Roswell, specializing in the frequent engine repairs and replacements. The installation was seamless, photographed and well documented. After ***** driving miles the engine began knocking upon ignition. After speaking with the mechanic, the car was immediately towed to united BMW-Roswell and I was immediately told that an Engineer from *** North ******* would have to inspect the car and validate the warranty. They had my car for over a month and when I would ask about it taking so long, I was met with hostility, excuses, fabricated stories, and lies. There was no call from management during the entire process. Three weeks later I received a "text message" not a phone call, in the most unprofessional manner saying the claim was denied based improper welding of transmission to the engine. Anyone that is familiar with welding knows that you cannot weld metal to aluminum. I caught him in an outright lie when I asked if this was the Engineer from North Americas words. I asked for a copy of the report and photographs of the area in question immediately. I said this was not true because I have pictures. It is obvious that the do not like to handle the large ticket repairs because like others before me, I was offered to purchase a new car would be easier. My mechanic warned me that I would have to fight them in court. He begged and pleaded with management to do the right thing. I think because I am black and ignorance of how to deal with such crooks, they have simply ignored me and are choosing not to do the right thing nor follow procedure. Why? I worked hard for my money! And that top Manager Listed in LinkedIn has not lifted a finger. And further, people should know Penske owns this dealership. And Part Sales make up 25% of their low margin *********** everyone.

  

  Business response

  08/23/2023

  Unfortunately, *** Warranty is decided by the Manufacturer not the dealership. The customer will have to dispute this issue with *** North America. 

  Customer response

  08/25/2023

  i HAVE SPOKEN WITH THE MANUFACTUER 4 TIMES AND WAS TOLD THAT THE DEALERSHIP HANDLES WARRANTY ISSUSES.

  

  Business response

  08/29/2023

  The dealers do the warranty work for the manufacture and and the dealer gets paid by the manufacturer. We simply do the work that is approved by ***NA and collect payment from *** NA. I am sorry if you received misinformation.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been to Roswell *** 3 times; Feb 2022/March 2023/Jun 2023. The terrible service and lack of integrity is unbelievable.First visit was for an oil change. Days after the oil change, I saw oil spots in my garage. This was new! I left several messages, never received a call back. I filled out the survey, never received a call back. The oil spots in my garage continued.A year later, I came back for another oil change so we could address the 1st visit. **** called me an hour after dropping off my car, told me they found an oil leak. I shared w/him my 1st experience. **** blew me off saying they didn't cause the leak. For the 2nd visit, I also asked for a quote to fix my passenger side mirror. When I came to pick up my car **** started lecturing me about how I should leave the mirror so that it wouldn't fall out and shatter. I expressed that I wasn't concerned about losing the mirror. It was very easy to pop back into place and I'd been driving around with my mirror like that for months with no issues. He continued to push and persist. Finally I had to get ***** and ask him to put my mirror back on. I was not comfortable driving around without the mirror. I couldn't understand why he was being so pushy until about a few weeks later.I look at my passenger side mirror. I saw something different. Words: "objects in mirror may be closer than they appear." Those words were never on my original mirror. This was why **** was so adamant that I drive away with NO mirror. Instead of having integrity and explaining they must've damaged my original mirror, they tried to cover with another "replacement." **** also tried to change the price of my services several times. Filled out another survey. No response.Emailed the *** *************************, which led to the 3rd visit which was a waste of time. They deny everything even though I have pictures of what my original mirror looked like! I want the oil leak repaired and my original mirror returned to me free of charge.

  

  Business response

  07/06/2023

  The words ""objects in mirror may be closer than they appear." are on every mirror *** makes. We have expressed this to the customer, there is not much more we can do.

  Customer response

  07/08/2023

   
  Complaint: 20256399
  
  I am rejecting this response because: The employees at this location are notorious for their pat/canned answers that fail to address the actual concern/issues.  I raised 2 issues. #1 The passenger mirror I arrived at the dealership with is NOT the same mirror I left with. I have shown them before and after pictures yet they refuse to acknowledge their mistake and error. If they damaged my mirror during the quoting process, they should apologize, own the mishap and have enough integrity to explain to a customer why the mirror was switched out. I can assure you their employee **** knows what happened to my mirror and is trying to cover it up. When I came to pick up my car he used very coercive tactics to try to pressure me to leave the dealership without my mirror. I couldn't understand why he was so pushy and now it all makes perfect sense. I came for a quote, they ruined my mirror so he wanted me to leave without one and just come back when I was ready to pay for the repair.

  Secondly, they have failed to even address the oil damage they caused to my car. First service I had on my car since owning it and oil leaks started the very next day after their oil change service. But they continue to deny they have anything to do with it. Their response to BBB is very consistent with the poor, nonchalant, flippant, unbothered customer service style I have received at this location since day 1.  They give vague, *** answers to just about every problem. Twice I brought my car to this dealership and twice my car was damaged in the process. These are the issues I have raised and neither have  been addressed in a satisfactory manner.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/27/2023

  In regard to the mirror. We would be happy to reimburse the customer for them mirror if he can find one without the printed words. In regard to the oil leak, it is coming from the oil pan gasket not the oil filter. Therefore, we cannot accept responsibility.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my disappointment with the purchase of my *** vehicle and the service after the sell at the Roswell dealership. Unfortunately, I have discovered that the wheel lock key that is required to change a tire is missing from my vehicle. This is unacceptable and has left me feeling frustrated and inconvenienced. I have tried contacting the service manager at the dealership where I purchased the car, but I have yet to receive a return call. I believe that as a customer, I should have received all the necessary equipment to maintain and repair my vehicle. The missing wheel lock key has made it impossible for me to change my tire in the event of a flat or other emergency. I urge you to take action to rectify the situation. I request you provide me with a replacement wheel lock key as soon as possible via mail or courier. I also request that you review your quality control processes to ensure that all necessary equipment is included with your vehicles. Thank you for your attention to this matter. ******************

  

  Business response

  03/15/2023

  We are happy to help ******************. Please reach out to me personally, ***********************, General Manager at ************.

   

   

  Customer response

  03/18/2023

   
  Complaint: 19596114
  
  I am rejecting this response because: we were given the okay to go out to United BMW ********** for the key lock. However, upon our arrival we were told by the parts department that they were unaware of the transaction and consequently unable to service our request. We are now returning to our home over an hour away without any resolution. 
  
  Sincerely,
  
  *************************

  

  Business response

  03/27/2023

  We have shipped the key lock to the customer. We apologize for any inconvenience.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called United BMW September 22, 2022 and scheduled an appointment for a clunking sound in the left rear wheel. the technician stated that the left rear wheel was bent and the noise was from the wheel bearings..I was told the car must have hit something and that impact bent the wheel and ruined the bearings. The wheel and the tire itself show no visual signs of impact. I am the sole driver of the car and attest to the fact that the car has never hit any road object at anytime, nor severe pothole. My guess was that the wheel was defective from the time of purchase and the wheel bearing noise was that first evidence that lead to my diagnostic appointment. Judging from what I have learned on the internet from other *** Owners, bent wheels are quite common place. The total for the suggested repair was approximately $2500. I believe United BMW has acted in bad faith and is not fulfilling their commitment regarding my *** warranty for defective parts which should include the left rear wheel.

  

  Business response

  10/21/2022

  Unfortunately wheels or outside influence are not covered under warranty. Ultimately *** North America has the last say in warranty, not the dealer. We can have the car re looked at by a *** Engineer if the customer would like. 

  Customer response

  10/21/2022

   
  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

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2012 128i to United BMW on 7/19/2022 to check a water leak in the driver compartment and the car not starting. They replaced the battery and I was told that they would continue to troubleshoot. After a week, they could not locate a water leak. I picked up the car on 7/28 and the car audio sounded like there was a blown speaker. I reported this to the shop and was told it was probably from the amp getting wet. Next day we had a heavy rain and the car was wet again and the hold down bar was not placed on the battery. The shop said they they were in a hurry to get the car ready and missed that. The battery was replaced one week prior to picking it up so that is unlikely. On 8/3, I dropped the car off to find the water leak and diagnose the sound issue. The leak was coming from the rear drains of the sunroof. The sound problem was a bad subwoofer. I asked how the subwoofer could have gone bad and was told it was the age of the car. On 8/11, I was told that the car would be ready by 2:00 pm. I asked about the detail that and was told that they would take care of it and the car could get picked up the following day. On 8/12, I got a voicemail asking if I had ever had a problem with the passenger seat going back to the original position and that the leather near the seat handle had separated because of shrinking. I called back and left a message that I have never had a problem with the seat or the leather. The excuse that I got from was that the car was 10 years old and prone to problems. The shop did not take responsibility for the problem and said that they would not fix it. On 8/12 I picked up the car and checked the seat but it did not appear to be caused by the leather shrinking. I spoke to the dealership again and was told that they would not fix the problems. Its unfortunate that a *** dealership is not willing to resolve and fix a problem that they created. The subwoofer and passenger seat were fine when I dropped it off.

  

  Business response

  09/01/2022

  The Speaker issue and the seat issue could not have been caused by use changing the battery. We are willing to offer a 25% discount on the repair as a gesture of good faith.

  Customer response

  09/01/2022

   
  Complaint: 17723667
  
  I am rejecting this response because after speaking to the dealership, the offer of 25% discount on the repair was actually a 25% discount on a future repair. Because of the problems I have had with this shop, I have no intention of letting them work on my car again. The response of a 25% discount on the repair is disingenuous in nature if they are not willing to honor it on the existing repair cost. To offer it on a future repair would require that I conduct some type of business with the dealership, which I have no intention of doing. I will submit an invoice for the $100 repair cost that I incurred from an upholstery shop that the dealer said he would reimburse. 
  
  Sincerely,
  
  *************************

  

  Business response

  10/11/2022

  We agree to reimburse for the upholstery repair of $100. Please send it to ****************************************************** Thank you. 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership agreed to pay to fix our windshield after the cracked it. Now they don't want to pay the deductible our insurance offered after giving their word over the phone.

  

  Business response

  07/09/2022

  The vehicle came in with a broken windshield. We agreed to waive the labor portion of the **** to show good faith.

*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. ↩