ComplaintsforSONS Automotive Group

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 29, 2024 I took my vehicle in for a small coolant leak. As a prior aircraft mechanic in the Air Force, I had already identified the leak but still decided to take my vehicle in so I have records of the repairs. I was told my reservoir/expansion tank needed to be replaced, even though I had not evidenced any leaks from it. I agreed to the repairs, putting my trust in their shop and paid a little over $1,800. After driving the vehicle approximately 260 miles, I got a low coolant message on my dash. I once again checked under the hood and saw coolant throughout my engine compartment. So I topped it off and took it back to their shop. Do note, the leak was initially very small. I know had a rather large leak leaving large puddles of coolant on the ground. After the shop inspected my vehicle again, the said I had a large leak coming from a broken radiator. Prior to taking my vehicle in, I had not seen that leak from a very noticeable and obvious area. I honestly feel their mechanic may have damaged my radiator doing previous work. As a prior aircraft mechanic, even the most inexperienced mechanic would agree, when you have a leak, there is a procedure to be followed. You dye, pressure test, identify the leak, eliminate the leak, then pressure test to verify the leak has been properly repaired. In the military, we would take it a step further and test parts removed independently to verify that was the issue to begin with. I feel those steps were not followed in the initial repair of my vehicle. Im actually 100 percent certain of it, just like Im certain my radiator was not leaking. The secondary repair cost me a little over $2,400. I firmly believe they need to implement better quality control measures in their shop policies and have more shop management involvement so that consumers are not having to pay for unnecessary repairs. Some consumers may not have the money for repairs caused by negligence and thats truly upsetting.

  

  Business response

  08/27/2024

  Good Afternoon,

  Can you tell me which dealership you went to for these repairs so I can make sure we get the proper managment involved?

  Thank you,

  ******

   

• Initial Complaint

  06/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 16, 2024, after agreeing on several Purchase Agreement Discounts from both the *** Dealership, Corporate ***'s Military Veterans Discount (confirmed eligibility per ID.me) , ****** Auto Program Discount, *** Loyalty Discount, Depreciation Adjustment, and a Rebate, Only part of the Agreed upon Discounts were granted. We were told the Dealership Finance Manager would make sure all the Discounts were included and identified in the Final Purchase Agreement and adjustments would be made to reflect the negotiated and agreed upon Discounts .with both the Salesman, Sales Manager and the ****************************** Discount which would not be reduced by any other Discounts. The *** website said the Program was designed to maximize Discounts and not reduce the dollar amounts from the published Chart of *** Vehicle Model Types and other Discounts from other Programs. but when we reviewed our paperwork over the weekend....March 17 and March 18, 2024 we discovered there were no descriptions of any of the Discounts we discussed, even though we complied with requests to bring in validated eligibility and entitlement to the the Partnership and Co-Marketing Promotions between ******, Corporate *** Military Discount, Local *** Loyalty Discount etc.On March 16, 2024, we paid $ ********* in full for the vehicle and all related expenses only to discover 24hours later that several Discounts had not been granted as agreed upon. Fortunately we have details written on *** South Atlanta's "Internal Use Only" Purchase Agreement Worksheets" and the *** Corporate Website Marketing Programs for both Financing (with 2 exclusions/restrictions and the Military Discount plus other cogent evidence.Both, The Dealership and the National *** Call Center responses were untimely and egregiousl. None of the promised Assistance was ever provided to receive the full amount of Advertised Discounts...even after we delivered the. Documented Eligibility validations.

  

  Business response

  06/04/2024

  In response to the Complaint please see pricing details below, 

  The MSRP of the Vehicle was 

  $50,350

  The ****** Pricing is currenlty set at $2,400 below MSRP...See attached sheet.  We sold the Vehicle at $3,000 off MSRP actually below the ****** Pricing. The Customer also was alotted the Military Incentive which was an additional $2,500 worth of incentives all laid out on his paperwork. This was a vehicle paid for Via chech from an outside lien source and if there was any loyalty available this would have come from *** financial services and the customer did not finance with *** financial services so there would be no incentive for financing. 

  Thank You

  BMW of South Atlanta. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased three vehicles through a Car Broker from BMW of South Atlanta, using my credit. Within months of purchasing the vehicles one by one I was told by the lot I needed to return the cars , to not pay the car notes . That it would all be erased off my credit. And that my payments I made would be returned. None of that happened. They told me everything from the cars titles were not right, that the cars were in fact stolen . That they had sold me stolen cars . And owed me no apology no nothing, treated me rudely and something seems off and criminal how they did me and treated me

  

  Business response

  05/17/2024

  BMW of South Atlanta takes a stance on preventing fraud, and will take no part in fraudulent attempt from perpetrators to commit fraud. These were fraudulent purchases.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello Sir or Madam, I visited the dealership service department at *** South Atlanta located in Union City and dropped my vehicle off at 7:30 am sharp on 3/29/24. I never received an update once my vehicle was dropped off so I called *** around 11:30. I was told that my new service advisor ******* called out, which was unprofessional as a client I didnt need to know that, staff then went on to tell me they are short staffed. Then I was transferred to a service manager ***************************. The lack of professionalism I received from him was appalling, when I mentioned I cant wait until I receive my survey to give feedback. ****************** said my car will be parked outside and waiting for me that they are refusing me as a customer. I value customer service and as a healthcare provider that truly made me feel like a criminal besides the racist look he gave me as I returned to retrieve my car. That tells me that ****************** is concerned more about Metrics than customer satisfaction. I am left in limbo, no repair or resolution. I believe my car just sat stationary in the dealership until I inquired. VIN ***************** My vehicle has 3 different warranties including *** Care Car but services. I received wonderful service at competitive brands such as ************** and Lexus was absolutely amazing than this nightmare with *** and unprofessional and narcissistic behavior from a service manager was a first in my entire life. Is this what the *** brand is portraying to us drivers? Thanks,Dr. ******************

  

  Business response

  04/08/2024

  While some of the facts in the client's statement bear some truth, we at BMW of South Atlanta do not tolerate threats or harassment of our employees and reserve the right to refuse service to client's who accuse our employees of racism. 

  Customer response

  04/08/2024

   
  Complaint: 21506379
  
  I am rejecting this response because:

  The fact that the company had admitted to the statements being true and not fabricated. There was never no indication of a threat. The meaning of threat is clearly stated in the ******* dictionary. In being the customer I was threatened and treated like a criminal when I mentioned a customer satisfaction survey the role of reverse psychology works both ways. As being an owner of a luxury vehicle I entirely expect better customer service and a better response such as this one.

  I have analyzed the situation and apparently this must be the common practice at this location which is sad to paying customers that keep your operations running but instead I am looked as the bad person in conclusion in fact customer satisfaction needs revamping in my opinion. 
  
  Sincerely,
  
  Dr. *******************************

  

  Business response

  04/16/2024

  Our response and our stance has not changed, we stand behind what we said previously and we will not be servicing his vehicle moving forward.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The customer experience was horrible and the manager completely disregarded speaking to me upon me expressing my concerns to the service advisor. I also requested to speak directly to the technician so that I could better understand the issue at hand. I waited almost 5 hours and the tech was apparently still too busy to talk with me.On Dec 8 I came in after getting a diagnostic done from and outside source on the reason my check engine light was on. I provided the service advisor with the information I was provided as to why the light was on but I wanted a second opinion from a trusted source ***** The diagnostic was done and I was told by *** that there were 2 issues triggering the light and I asked at that time could there be any other possible issues and I was told no .I agreed and got the work done 2 weeks later the light comes back On I immediately go to *** to see why the issue was back . I was treated so poorly and told that theyve found a new issue and Id have to correct that issue (another $600) to Turn the light back out. I wanted to understand how did *** miss this during The original diagnostic and I was told by the service advisor that I mustve ran over something after leaving and that I just need to admit it and pay the money if I wanted it fix. I then asked for a manager and was told they were busy. My concerns were completely disregarded. Although I remained calm, she treated me as if she was aggravated and didnt want to deal with it so I just asked for my car and left.Im so disappointed in my experience received. The quality of Service has went down hill.My main issue is that *** misdiagnosed the my car and repaired things that were not the result of the check engine light being triggered.I was bamboozled out of $1,200 for services and 170 for a mis diagnosis and the tech would not come out to explain niether would a manager and the service advisor was not knowledgeable of the issue so she was frustrated.Please help me get a resolution

  

  Business response

  01/25/2024

  Client set an appointment to meet with Service Director on 1/26 to come to a fair and reasonable resolution to client's concerns. Case will be updated with a resolution when one has been determined.

  Customer response

  01/26/2024

   
  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

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a car from *** South of Atlanta on June 10th 2023, it is now Aug 8th ******************************************* mine and my wife's name. My wife has reached out on many occasions only to be sent another temporary tag that is not expired. She has spoken to ***** several times and property tax receipt was sent to them on 06/15/2023 so, the paperwork was to them timely. I called the *** and was told to file a complaint that the car should have been registered within 45 days. *** keeps blaming it on covid and a third-party company they use called ****** which has terrible reviews. I have already made payments on a car that is not even registered to us.

  

  Business response

  08/10/2023

  We are working diligently on resolution.

  Customer response

  08/17/2023

   
  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. The business reached out to me and stated they will refund me and that the tag should be completed within 2 weeks! 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a *** customer for 3 years now. I have always received fairly good service up until now. I am in the process of converting my lease to finance, and the customer service experience has been horrible. *** is known for great service, one of the reasons I became a customer. But to not be called back, being randomly texted (with no reply back,) no care or apology is below *** standards. I have called in several times for assistance, only to be told I will get a follow up call. I have been called and promised a follow up call, and received nothing! I live over an hour away now from the dealership, so just trying to get clarity over the phone I would think is minimum accommodation. I have been treated rudely by **** (in finance) more than once after addressing his unprofessionalism. No apologies being given, nothing. Just flat out poor customer service! And Im left to feel like I dont deserve the quality experience of being a *** customer. Wheres the value and good customer service. I wish ****** was still there, but now I see why he has left this dealership. Southside *** of *********, ** needs to do better with valuing customers. And or get rid of employees like **** who is not delivering a quality *** experience.

  

  Business response

  08/09/2023

  We do appologize that we have let you down, in this transaction. We have a member of management reaching out to see if we can still assist with the purchase of your lease vehicle.  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 14, 2023 I made a deposit of $1000.00 to order a build your on. I didn't hear from the ***************** and when I called I received no good customer service. He claimed he didn't get a text message from me, but looked through his text messages and it was there as I was reading the time, date and the text message itself. He sent me a tracking number and when I contacted him to find out where to go to use it, he said he said he would call me later. That phone call was never made nor did I receive it. Someone called me days later and I told her I had figured it out. I called the sales manager (*********************) and told him I wanted someone who has good customer service skills, honest, take care their customers, etc. I didn't get that and I requested on July 19 and 21, 2023. I have been calling and each time everyone is in a meeting, they already know, in has been refunded, it is in the mail. I have been lied to over and over and over. I contacted customer relations and they have no good customer service skills either. They lied to me to. I contacted ***************** the one I made the transaction of the $1000 and he said he was off, but the next day he would let me know, On July 28, 2023. I received a text message they would have to go manual because the card I used was closed. But I was already told it was mailed. So I told him to mail it to me. He said it would go out today if the two signatures needed was there if not, it would be Monday date Tuesday. I called ***************************** (General Sales Manager) and left a message. He call me later and told me all he knew it was mailed last week, don't know what date but it was mailed and hopefully the postal service will get it to me one day this week. As of right now I have not received my check of $1000.

  

  Business response

  08/02/2023

  Check has been issued to customer.

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our 2016 750Li to BMW of South Atlanta for repairs on the turbo line in December of 2022. Our car is covered under an extended warranty. The issue was not fixed until January 2023. 2 other issues came up, the Ac evaporator and the suspension air bag on the drivers side that was defective from **** The service advisor that we had basically, to be nice, gave ** more than a run around. Nothing was done to our vehicle for the additional repairs in February or March. When we called and spoke to our warranty company, who by the way records every call and interaction, said that they had not had a claim filed from this company since January 13, 2023. This is now March! The advisor claimed that he filed the claims with the Supervisor info that I gave to him at the warranty company. Every week I check in on my car, every week i get a different excuses. ***** is now present, they still have my car! I am beyond angry. In the midst of all of this my husband is hit by an inebriated driver in their loaner car. The mechanic at this dealership did not submit his test findings to the warranty company after the adjuster left, he just left it as is. Im ANGRY, I get the warranty company on the line, the service advisor and he gets his mechanic. It was a back and forth blame game, and the warranty supervisor says send me your findings for the ac evaporator, file your warranty claim with *** for the defective part and i will approve all the costs we cover. The service advisor did that and the costs were approved ***** 19, 2023. Here we are present day. I have called and texted to get an update, run around and lies. I called corporate ***, they filed dealer complaints twice. I have not received 1 phone call after filing these complaints from the dealership. THEY STILL HAVE OUR VEHICLE in their possession. This is 5 months and we have nothing. They have been paid and they have all the parts they needed. If there is anything legally i can do about this dealership i am going to.

  

  Business response

  05/31/2023

  We apologize for the delays, the customer has picked up her vehicle. 

  Customer response

  05/31/2023

   
  Complaint: 20096829
  
  I am rejecting this response because:
  I did receive my car on Thursday. However, my car was damaged when I picked it up. The service advisor helped me. His name was is *******************. He took pictures for the damage as well as I did. He said he would let all his supervisors know. I did receive a call on Saturday from ****** the Service Director. I called back and got vm. No return call. I called back on Tuesday, left a message and still no return call. I emailed ****** again today. My engine light has also come on. Was not a problem before. Now the engine light is on and we cannot get a response again. This is getting old and frustrating. My car is not in the condition we dropped it off in. I have over 14 pictures of just damage to my vehicle. I only attached a few so you could see. This is a *** Individual. Everything is the car is custom, nothing is standard. The damages are outrageous that were caused to my car. I need this resolved sooner than later. We are almost at a week of nothing being done to correct their damage
  Sincerely,
  
  ***************************

  

  Business response

  06/01/2023

  In response , BMW of South Atlanta is not excepting fault for any damage, we also are wondering which avenue the Customer is planning on resolving the issue of the loaner car that was totaled while in the customers possession. 

  Customer response

  06/01/2023

   
  Complaint: 20096829
  
  I am rejecting this response because:

  They will need to contact the attorney. My husband was hit, he didnt hit anyone. Plus that has nothing to do with the damage that was caused. They took pictures before they started working on the car. The damage magically appeared I think not. Unbe**evable. I want to see the ** tires they took before they held my car for repairs and then well all know the truth.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To ************************* GM, **************************************** the damages caused to my 2022 *** X5 while it was in the possession of your dealership on March 7,2023. I have had issues with the radio. the radio was never fixed or repaired. I have visited and left my vehicle overnight several times at the *** South Atlanta and the radio has never worked or functioned properly. noticed a cracked and broken mirror on the drivers side along with a big scratch and dent on the exterior of the vehicle that were not present before I brought it in for the radio repair.my vehicle was damaged while in your possession. I have photographs of the damage to my vehicle, which clearly show the extent of the scratches and dents. The damage is significant enough that it has diminished the value of the vehicle and was in for repair for about 4 weeks. My husband and I visited the dealership on March 14, 2023 to pickup my *** X5 and was told that the vehicle was not ready for pickup, that they drove my vehicle to ************ to have it repaired. why did they drive my vehicle to have it repaired and not transport it there? Apparently, there was extensive damage done to my vehicle because it has been with the other company for more than a month now. I am requesting that the dealership take full responsibility for the damage caused to my vehicle and cover the cost of repairs. Additionally, I am requesting $25,000 for the diminished value of the vehicle. This is a $70,000 vehicle. and is a small fee for damages to a $70,000 suv. Another option that I am open to is to get a brand-new *** X5 that has not been damaged in an accident. Diminished value, or diminution of value, is the difference in market price for a vehicle before and after an accident. Even a car that has quality repairs with original manufacturer's parts will have a lower value than before the damages. Either of these will kindly ensure that I the customer is not upside down in my purchase from *** South of Atlanta.

  

  Business response

  04/19/2023

  The vehicle was in a incident that caused a minor scratch, this could have been easily repaired by one of our vendors who excel in doing minor repairs, however  we decided to go above and beyond and have the scratch repaired by a certified body shop. The repair was performed and the small spot on the vehicle was returned to its correct condition. 

*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. ↩