ComplaintsforGlobal Imports BMW

• Initial Complaint

  09/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On the 25th of July 2024 I signed a Lease Agreement with Global Imports BMW in *******, ** for a loaner *** 230i with VIN number: ***************** I paid a deposit and first instalment and made a subsequent monthly payment in the amount of $664 on or about the 25th of August 2024.Since signing the above lease agreement and taking the vehicle in possession, I have had to sign 2 new agreements with this particular dealership as they explained that there was an apparent problem with their system on the the day of the initial signing. This was already suspicious to me, as is evident from the emails I sent them.Subsequently, I have sent them various emails, text messages and made phone calls to request that they send me the documentation necessary for me to register the vehicle at the *** and get my permanent plates. I am still driving with their temporary plates and their only answer to my question is that they will send me "new" temporary plates. The temporary plate is only valid until the 8th of September 2024. This is absolutely ridiculous. If there is a problem and I have to give them the car back, I will gladly do so. But I have even sent emails to *** customer care and they are not assisting either. The salesman, *************************, keeps calling me withe the same story. See messages attached. The finance manager (or whatever his title may be) is ***************************** (***). He is the one who handled the paperwork and made me resign the agreements twice. As you will note from my email correspondence, he never replies. Except for when he said "Received and Completed. Thank you" on the 14th of August 2024, after I had resigned again.We have a legally binding contract and they are not performing. It is the 3rd of September 2024 and my plates are only valid for 5 more days. I need your urgent assistance to get this resolved. I am worried that there is something they are not telling me.

  Business response

  09/04/2024

  To whom this may concern, we have been in touch with the guest waiting to hear back from them as we are waiting on the personal property tax receipt to complete the tag and title process. 

   

  Sincerely, 

  Global Imports BMW 

  Customer response

  09/04/2024

  With regards to the message **** sent yesterday, reading:

  Good afternoon, Im off today but received a call from my GM. For the state of S.C. Buyers have to pay their own Property taxes on vehicles they buy. Our part of the paperwork that we need to send to properly finish on our end of this would be to have a copy of your receipt that you have paid the property taxes. These are the parts of the sale that the finance department normally handles, so Ive been caught in the middle. We should still be able to send you another two tag as I mentioned so you will still have a legal tag. If you have further questions, I still can be reached but wont have definitive answers since Im not at work thank you once again.

  If only one person at Global would send me an email explaining exactly what has to be done, as I have requested many times, I would appreciate that. But their one-liner response to the BBB is indicative of the level of attention they believe is adequate when it comes to their customers.  All I want is to be able to register the vehicle. 

  What is said by **** above, has not once been communicated to me prior to yesterday. 

  Business response

  09/05/2024

  ************************* has sent you the documents you have request. Please forward us the personal property receipt so we can complete your tag work.  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,I scheduled a safety recall and inspection performed on my 2010 528i at 1pm on 7/10/23. I bought it from a used car dealer Friday 7/8/23 and searched by VIN on *** to find an outstanding recall. I scheduled it immediately. I arrived with my son 12 minutes early and had to wait around 20 minutes for an advisor. I was told it would take about 2 hours (which I saw online). When 2.5 hours passed the advisor told me just a few more minutes. Then 30 more minutes pass and he tells me it's at the car wash. Then 20 more minutes pass and I tell him we have to go. He says it's pulling up. 10 more minutes and my car arrives wet from the car wash. He mentions as we're leaving around 4:40, that the oil changes must be done on time. I get home and see that the inspection revealed a "critical" engine oil leak! It wasn't mentioned to me at all and it should've been. I don't know the oil level, condition of the engine, reliability of the car-nothing. I repeatedly told the advisor the car was for my teenage son and all he could tell me was it's a good car and he twice congratulated my son on getting a good car.Such poor service is not what I expected from a *** dealer, it was like a shade tree operation. I need to hear from someone with authority-not the Customer Relations Manager-with some information about the condition of my car and options for repair.Also, I never signed or was asked to sign and approve anything. The only text I got was a welcome after we saw the advisor and the multi-point inspection as we were walking to our car to inspect it after the service. I'm supposed to get a chance to approve or decline a suggested repair and I did not.Thank you.

  Business response

  07/11/2023

  To whom this may concern: We have spoken with the guest and invited them back to discuss the repair. 

   

  Sincerely, 

  Global imports BMW 

  Customer response

  07/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we are working towards full resolution.  I'm having my car towed in today as it now won't start.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a *** X7 2023 made and then purchased it once it was finished. I only had it for 2 weeks and my wife hit a large pot hole that ended up damaging a part in the steering rack. I dropped the vehicle off in Nov to be fixed and they cannot fix my car because they claim they do not have the part nor do they know when they will be able to get the part. They told me it could be one month or could be one year when they can get the part. They have had my SUV for 2 month now and they cannot tell me when i will get it back. I cannot understand how they are selling vehicles but they are un able to supply the parts to said vehicles to get fixed. As of right now i do not have a vehicle and im paying more than $1000 a month for it to sit in the shop.

  Business response

  01/25/2023

  ********************, 

  While we do empathize for your situation, the steering rack for your vehicle is an issue with parts availability through the manufacturer. Below, we have provided you the number for *** North America's customer service support line.

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

   

   

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sons car was serviced at Global for a battery. Someone tore out the lights, cut the zip tie, and did not fix it back. Now the lights are flickering and will not stop

  Business response

  01/12/2023

  When ****************** brought this to our attention, we requested ********************** son to come back so we could take a look at the wiring that is in question. He was unable to do so 1/7/23 after picking up so ****************** sent us photographs and video of her son's vehicle as she requested that we fix the wiring and give her a courtesy vehicle for while the vehicle was being repaired. Upon inspecting the documentation sent, it was evident that the vehicle had some aftermarket pieces installed in the vehicle. ********************** son brought the car in to have the battery replaced and a *** recall performed. The *** recall is performed under the hood and the battery of the vehicle is in the trunk. At no point in the service is the technician in the dash. While we hate to hear about the issues that ********************** son is having with his vehicle, it is evident that someone has been in the wiring of the vehicle and that has nothing to do with us. 

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 30th I took my car in and had an oil change. When I got there, I notified my advisor that I need the coolant checked because the light came on. I was informed that I needed a coolant flush as well as an oil filter. I added windshield wiper blades totaling $742. On Thursday December 15th the coolant light comes on again and my engine overheats. I called roadside assistance and waited ****hrs for their arrival. The following day I went back and forth begging *** to look at my car because I needed transportation for work. I filed a complaint with *** corporate and I have yet to hear anything. At the end of the business day Friday, I called them and was informed my car was ready. I drove 15 miles and the coolant light came on again. I drove to my brother's job and left it there. Saturday I was late to work and had to call of on Sunday because of this. I asked *** for a loaner on several occasions and was denied. I wasn't offered assistance with a rental either. Monday morning when they opened my advisor called me to apologize for the inconvenience of him not being at work to assist me and that he was happy they took care of the problem. I informed him that the problem still remains, so I got it towed back to *** on Monday December19th. On Tuesday I get a text saying I need an oil filter housing assembly for $2908.43. I told them I'm not paying because I feel the problem was caused by them especially since I had just gotten my car serviced for an oil change and a coolant flush so if the oil filter housing assembly needed to be replaced why was it never mentioned? They lowered the cost to $1702.86 which includes $1100 for labor and $79.95 for shop fees. Due to the inconvenience that this has caused me and because I missed work, they should honor their mistakes and fix my car. They refused. I told them I was going to file a complaint with BBB and they said they would have to cease all communication. The manager called.

  Business response

  12/21/2022

  To Whom This May **************************************** see the attachment provided to find the response on this claim. 

   

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

  Guest Relations Manager

  Global Imports BMW

  Customer response

  12/22/2022

  When I picked my car up for the third time on Friday the 16th I drove 15 miles and the coolant t light came on again. Being that the service department was closed I couldn't take it back. I called the customer relations and left them a message to inform them of this. Saturday they're only open a short day so I had it towed back on Monday morning. I questioned why did it take three times for them to see this and my advisors response was "it just broke."  I'm in a rental that's $219, I've missed work and it's a huge inconvenience. I feel *** should cover the entire cost or all the labor and shop fees due to the inconvenience this has caused. I feel like they're being discriminatory because I'm a woman. When I merged my brother on the call with the manager his entire attitude changed.  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially made an appt with Global *** for service on my 2011 3 series on 9/21/22 for 10/17/22 at 7AM for several issues spanning ******* mile service, oil/filter change, low coolant level, and complete diagnostics to figure out why I was having issues with intermittent starting.My own mechanic was unable to determine the reason.I made this appt in advance, bc I was told they were 2 wks out booked for loaners.My car could possibly need to stay overnight or at best all day, so a loaner would be needed.Friday the 14th, I get a text reminder for a 3:30pm appt that stated no loaner was needed.My appt was changed from 7AM to 3:30PM without my knowledge.I was able to modify my appt to 7:15AM, but had to call about the loaner.The manager, P, returned my call, but was not helpful.He questioned why I needed a loaner and why I came to global when I have my own mechanic, which left me flabbergasted.I ended up needing a new starter and a new radiator, and got a call late in the day, that my car would not be ready, which was unacceptable.I needed my car for work Tues morning! My svc advisor took care of me and my car was ready at 5:41pm. After leaving with my car, I noticed it was idling roughly.The next morning my coolant low light came on.I checked my coolant level once my car cooled down and it was bone dry!Because I work until 6pm and they close at 6, I wasn't able to bring my back until Wednesday evening for them to add coolant.They determined there was no leak, but an "air pocket", which isn't any better as it would cause engine failure.It's inexcusable that I risked my life and my car's engine driving around with no coolant after having a new radiator installed. They also broke my Aux/USB port, to which no one owned up to.A previous time, they broke my motor oil cap.The technicians are careless and negligent.This isn't expected from the *** brand at all especially after spending $3800+! Horrible experience.My svc advisor is the ONLY reason I continue to patronize them.

  Business response

  10/24/2022

  To whom this may concern:

   

      Customer came back in to the dealership and ******** listen and addressed her concerns. 

   

  Thank you

  Global imports BMW 

  Customer response

  10/24/2022

   
  Complaint: 18250764
  
  I am rejecting this response because:
  My concerns regarding the damage done to my auxiliary/USB port was not addressed. Neither was the issue about me the way my appointment was handled. This response is generic and insulting. It clearly shows the dealership and its manager PB do NOT care about their customers. 
  **************************************************

  Business response

  10/26/2022

  We have spoken with the guest by phone. Please close the case. 

  Thanks 

  Global imports BMW

  Customer response

  10/26/2022

   
  Complaint: 18250764
  
  I am rejecting this response because: *************************************** at Global *** did absolutely nothing to address my concerns. Just placing a phone call without offering any type of resolution is a waste of time. She denied the damage done to my vehicle happened while under their care, claiming that was not the area being serviced, despite it being damaged after I received my car from them. When I asked why my motor oil cap was damaged after my last oil change, she again stated the same, yet this was the area being serviced at the time, so her logic is invalid. 

  My radiator was completely void of coolant. ********** stated that there was no leak. After having a new radiator installed, I would not expect that to be the case. ********** did state that the reason there was no coolant was due to an air bubble. A bleeding procedure to remove air must be performed after adding coolant to any car to prevent air bubbles that can damage an engine, so for ********** to admit that the lack of coolant in my radiator was because of an air bubble is admitting serious negligence to my engine. All she did was say sorry and apologize, but an apology without action is disingenuous at best. 
  

  I have documented all the damage done to my vehicle with pictures and video. If my car engine has any trouble after this, I intend to acquire legal representation. 

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

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Disappointing customer service.2. Communication inconsistencies 3. No return phone calls 4. Did not communicate efficiently. Provide one information to be and another to my warranty company when issues should have been correctly timely.5. Bad Communication spoils good customer service.

  Business response

  10/05/2022

  To whom this may cocnern: 

   

       Customer was in today, and is here alot. Has Service advisor personal cell phone number. Will make sure we answered all of her questions. 

   

  Sincerely,

  ************ ******* 

  Global imports BMW 

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

  Customer response

  10/11/2022

   
  Complaint: ********
  
  I am rejecting this response because: I was told they would put it back together per *************  I am unclear of the response from the company.  Please call me to make sure I have the facts.  I am not rejecting at this point, I am unclear on the response.
  
  Sincerely,
  
  ***************************

  Business response

  10/11/2022

  Please close case as we are in tocuh with the guest. 

  Customer response

  11/18/2022

   
  When I got in touch with BBB, I was sent another link. I discovered the company stated they were in touch with me.  I have never heard from them.  
   
  I have called and have been up their multiple times because no one return my phone call.  I have sent several email and no response.
   
  There are multiple issues.
   
   They never put my car back together.  I never authorized them to fix the last work.
  The previous work I paid for they are repeating that as needing to be done, but I paid for it.
  The receipt is attached.
        3.They also told me that there was nothing wrong with my car and to keep driving it. If the lights come            on to bring it in.  The light never came on.
   
        4.  The problem was there when the warranty was in place and they said there was no problem but
              the fuel injectors were the problem initially while there was clearly a warranty.  They told me
              to keep driving until a light came on.  The light never came on but the fuel injectors were bad.
   
        5.   I especially don't want any other female or anyone else being taken advantage of.
   
         6.   They have taken advantage of me.  I paid for this car in full and also gave them my
                ***** that was in excellent condition.  They got $13,000 for it and I only got $1,000.
   
         7.    I just want them to be accountable.  I want my car put back together just the way you got it.
   
         8.     The customer is a surprise. I will call and leave messages and no return phone call.  I would    
                  have to keep going up there, so that why they saw me so many times because they weren't   
                  returning the phone call.
   
         9.      There other people calling there being noisy about my car from multiple number.  I only
                   have one number.  They told me once they had many different numbers calling about my car 
                   did they speak with someone else that they did not have authorization to speak to about
                   my car.
   
       10.      The managers that never returned my calls are **********, ************************* and ******************************** 
   
       11.      Global *** has dropped the ball on this one.  I am surprised.  A global company we all believe
                   and trust can not own up to its negligence.  This should not happen to anyone.
   
       12.      Also double charging.  Global is saying the car needs a harness why?  Not necessary.  Trying to get
                  extra money or just don't know what they are doing.
   
  My situation is in your hands and your hands means helping others with a purpose that this does not happen again to no one.
   
  Thanks for your attention to this important matter,
   
  ********

  Business response

  11/18/2022

  Please let us know when you are available for a conference call. 

   

  Thanks 

  Global Imports BMW

  Customer response

  11/23/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  I have not been allowed to speak with management regarding a conference and was told there was no conference scheduled because manager ****** is on maternity leave.  I continued to ask for all the managers, and no one was available per AJ.

  
  I continued to call multiple times and left messages, and no one has returned my call for a conference call. I even called other managers such as **** in different department giving them a message to give to the service manager regarding the conference call no response from Global.

  I called three days in a row, so many excuses.  I was told there was no conference call scheduled, and I could leave a message. That was last week I called the beginning of this week and was told short staff and I could leave a message for the manager.  I was transferred to the manager's voice mail and still no return phone call.  That is so unprofessional.

  There has been no conference call schedule and just a run around.

  I even left a message with the service advisor ******* and AJ (3 times that answered phone) if they could get the message to the manager with no response from service advisor nor management.

  I continue to receive disrespectful customer service, no response at all when you know I am calling to set up the conference call.  

   

  Also, since Global has failed with the conference call. I request a time in writing for a face-to-face meeting with the name of the person and time and place.

  I want Global to put my car back together or provide me $535.00 to get it put together.  Have you ever heard of any place where you take your car in, and they don't put it back together and you never gave them authorization in writing? Where do they do that?  Certainly not in *******.  I am so disappointed.

   

  I am surprised with the unacceptable customer service.  I just want this resolved and be through with it.

   

  Since it appears, Global is refusing to take appropriate action, in addition to the face-to-face meeting I am requesting $535 to have it put together.

   

   

  
  Sincerely,
  
  ***************************

  Customer response

  11/29/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business response

  12/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially brought my car in for recalls(7) when I arrived after driving over an hour the service advis **** advice, told me that there were no recalls on my car. I asked him why that wasnt told to me before driving all the way over. They finally found a recall on my car that was open and they go in ahead and serviced it. I also let them know I wanted an estimate on my starter once they gave me an estimate. I asked them where there any other places I can get a starter from. He told me to call the ********************. I then called the ******************** and had a hard time getting in touch with them so I asked **** if he would reach out. He stated that was part of his job. He told me that I been in the lo, for too long I out to times and for to, for I am I finally spoke with the manager today. Who advised me his name is ****** he told me that. There was nothing he could do for me and he asked me why I was getting my part from somewhere else although I was advised to do so from another advisor advisor also asked me what price range she could go down to to fix my car, the manager advise me. He was not going to do that since I was not buying the part from them even though his advisor told me to do this and he also is the one who asked me about the price adjustment. I dont understand why Im not being honored for what was told to me by the advisor and now the manager is being nasty and not honoring anything.

  Business response

  09/21/2022

  To whom this may concern:

  We provide the guest with an estimate for the starter. The guest wouldn't approve the work estimate (sent on 9/7/22) as she wanted a better price. We ask her to return the loaner can and pick up her vehicle on 9/20/22. Please close the case. 

  Sincerely, 

  ***** F ******* 

  General Manager 

  Global imports BMW 

   

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** North ******* is falsely advertising their 12 year Rust Protection Policy "Rust can take a toll on vehicles through defective materials, puncture damage in the body, and other issues. *** vehicles are sold with a 12-year rust protection limited warranty. This applies to all models dating back to the 2006 model year, and it covers rust damage related to body perforation and damaged materials. As is the case with the new vehicle limited warranty, the rust protection warranty period begins on the original date of sale or the vehicle's initial service date as a demonstration or company vehicle." Fine print not shown anywhere or produced by dealership does not spell out warranty guidelines. *** North ******* does not disclose the number of rust protection claims filed or successfully claimed. Leaves it up to single dealerships which don't even know about the protection or warranty. This is a serious issue which needs to be addressed.

  Business response

  06/07/2022

  To whom thisay concern:

  This complaint should be made to the manufacturer, not the franchise dealer. We will reach out to the customer to make sure they have the correct contact information for BMWNA. Please close this complaint. 

  Sincerely,

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

  Global Importa BMW

• Initial Complaint

  12/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a 2018 *** X2 on 10/06/2021, my selling price was $31,497.00 plus the sale taxes and the dealer fees and the title and registrations. My total should've been $34,634.00 but I ended up with a loan of $41,453.87.They made me sign blank documents, added all of these products on my contract without my knowledge and it is not acceptable. my loan is now almost $7,000.00 more.When I called the dealership to ask them about it, they advised me that they will take it off and nothing has been done so far.they just ripped me off, terrible experience. I purchased the vehicle for my son and He does NOT need all of these extra add-ons. They need to reimburse me or my lien holder all the fees that were added to my contract.I would never recommend doing any business with GLOBAL IMPORTS BMW in *******.

*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. ↩