ComplaintsforNalley BMW of Decatur

• Initial Complaint

  03/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/22/24 Nalley BMW charge my card for $405.00 allegedly for the diagnosis of our vehicle we send our vehicle to get diagnosed and get the report to then proceed to get it fix. BUT we never got the videos that are supposed to be sent to us explaining the details of the repair needed, those videos are not available for us to see them and we explained that to nalley bmw and they only responded that they noticed that we opened the link so they went ahead and they charged us. We of course had to open the link to see and confirm that we had the information we are asked to be paying for BUT we never saw anything we cant till this day see NO VIDEOS. AS a result we had to send our vehicle to get the diagnosis from a different source and PAY again to know whats wrong with the car. We will not like any contact with the business since they also made discrimination remarks and sarcastic remarks comments for our religious beliefs. So we kindly asked for nalley bmw to please either do a billing adjustment or a full refund being that they did not provided us the videos that are supposed to be part of the diagnosis.

  

  Business response

  04/08/2024

  The video and estimate were sent to ****************** on 2/10/24 via our service software to her cell phone. She viewed the information on 2/10 & 2/18. They were also emailed to her on 2/21/24 (attached a screenshot). No discriminatory or sarcastic remarks were made to ******************. The issue was ****************** took our loaner vehicle out of state which was a violation of our loaner agreement and she lied to us repeatedly. She claimed to be out of the country tending to the death of a family member and that her family took the vehicle to ***** without her knowledge. Online we discovered that she was in ***** at a religious event. When confronted with this informationas as she would be charged for driving excessive miles and taking the vehicle out of state, she became belligerent and made defamatory remarks via email. We will not be contacting her and request that she do the same. 

  Customer response

  04/08/2024

   
  Complaint: 21510260
  
  I am rejecting this response because:

  I am rejecting this response because:
  The problem is that the videos are removed or deleted and I DO NOT have a diagnostic report from Nalley BMW after paying over $400.00 that doesnt make any sense. YES I did open the link I never said I didnt. The problem is not that they didnt send the link to access the video the problem is that they REMOVED the videos so how can they charged over $400.00 for a diagnosis to be looked at it once? and then delete it? (*Example: if I buy and paid for pair of pants full $$ price and then now the store comes take the pants from me because I used them once or twice..) its not right, it makes no sense. Its that their policy? This is a SCAM to say the least. And if they have the videos send them to me but dont take from me my money and the information I paid for because that is a fraudulent transaction a scammer business behavior.
  
  And yes I was out the country and had a conference in *****. But that HAS NOTHING to do with the diagnosis that I PAID for.
  
  This is the link they sent and the videos are removed: 
  **************************************
  
  If they dont want to give the money back then send me the videos of my diagnosis that I PAID for.
  
  Sincerely,
  
  Nadgee *******

  

  Business response

  04/08/2024

  In my previous response I included a screenshot of the email that I sent you with the video. I am including another screenshot. It was sent to you on 2/21 at 6:09pm.

  Customer response

  04/09/2024

   
  Complaint: 21510260
  
  I am rejecting this response because:
  Im requesting a simple thing my videos NOT A SCREENSHOT. I cant open the diagnosis I paid for, cant open it on the phone, iPad, Laptop, or Desktop Computer just because the videos are not there. Is clear obvious Nalley BMW is unprofessional disrespectful scammer they can read and understand that I cant access the info because they deleted it and just want to answer they sent me the videos but not admit they have been removed.
  
  The refusal from Nalley BMW to provide the videos is the CONFIRMATION that they removed the videos. I DID NOT PAID FOR A SCREENSHOTS. I CAN NOT ACCESS THE VIDEOS. Nalley BMW have to either create a new link or whatever they got to do to access my videos do. Again my request is A SIMPLE REQUEST I PAID FOR A DIAGNOSIS AND I WANT MY VIDEOS OR MY MONEY. 
  
  Sincerely,
  
  Nadgee *******

  

  Business response

  04/12/2024

  The screenshot was just to show you that your video was emailed to you on 2/21/24 at 6:09pm. This was the actual video. It isn't the link that you referred to that no longer works. Please go into your yahoo email account and you can see the video there. I have attached another screenshot as proof that it was emailed to you again. This new email was sent 4/12/24 at 10:28am.

  Customer response

  04/14/2024

   
  Complaint: 21510260
  
  I am rejecting this response because: Its very nauseous, cunning, unethical and scheming that NALLEY BMW is NOT working towards doing things right. They sent an email on 4/12/24 at 10:28am of a *34 SECOND VIDEO* they sent me just one of the videos; BUT in the report sent to me the very first time on 2/10/24 they sent a link that as I explained before it is no longer available for me, Im that link there were more than one video. Where are the other 6 VIDEOS??? Im pretty sure their response is going to be a wrong or false statement on their behalf. This is further clear evidence that Nalley BMW has a CUNNING-DELINQUENT  Business Policy and NEFARIOUS QUESTIONABLE Ground Rules that should not be ignored by Better Business Bureau.

  
  Sincerely,
  
  Nadgee *******

  

  Business response

  04/16/2024

  They were not all videos. Most were pictures of parts diagrams that the technician sends to the parts department so they know what parts to quote. There was one short additional video that I overlooked and neglected to send. I have sent you the video and the 4 other parts diagrams. This is everything we have attached to *********** order. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took it in on the 5th of December 2023 and three weeks my car is still not fixed. It's actually in a worse condition. I was forced to pay a down payment in before the sevice and then came back was charged additional charges which added up to be over 8 thousand dollars. The customer service wad horrible, they provided me an dirty loaner and was given excuse after excuse acted like was the problem. I am still left speachless, the service is abismal, sending qutoes that 1/3rd cheeper than the actual amount shockingly, then to be treated like a burden is unaccetable. I have been a client for years and this experience has changed that forever. All I want is my car repaired properly and without any additional charges.

  

  Business response

  01/10/2024

  Mr. ******* towed it to another service center. We no longer have an open repair order on his vehicle.

  Customer response

  01/10/2024

   
  Complaint: 21046995
  
  I am rejecting this response because:  The vehicle was removed due to damage that was caused by Nalley BMW of Decatur.
  
  Sincerely,
  
  ********************** English

  

  Business response

  01/18/2024

  After carefully reviewing the case, here is what was found:

  When Dr. ********* car came in for the initial check engine light and overheating issue, the technician found that the housing gasket which is part of the coolant system had ruptured. This was obvious from a visual inspection in the technician video. It was possible that wasn't the only leak as the coolant system is pressurized  The rest of the system couldn't be checked until that was fixed. Dr. ******* approved the repair.
  

  Once complete the technician pressure tested the system to make sure there were no other leaks. Another leak in the coolant system was found in a cooling line as shown in another technician video. Dr. ******* approved this repair. After repairs were finished, the system was pressure tested and passed. Dr. ******* picked up the vehicle. The vehicle overheated again and was ****** back in. It had been driven 121 miles since being picked up. Upon inspection the radiator cracked and the coolant leaked out. This repair was approved and after the radiator was repaired and pressure tested, it was noticed the that the engine had failed due to overheating. The heads warped.
  

  Regarding the multiple repairs to the coolant system (housing gasket, cooling line and then the radiator) this is very common regardless of brand and vehicle type. As a car ages, the components in this system weaken. When a leaking component fails and replaced, it puts pressure on the older components which in turn can weaken and fail. Sometimes this can happen over time or right away. The coolant system runs through multiple systems in the engine compartment.

  The reason for the failure of the engine is due to continued driving while the engine was overheated. We have attached the computer printout for Dr. ******* car. Over a 5 day period ending 12/21, his vehicle warned him 23 times to stop and call **************** This conitnued driving despite numerous warnings caused the engine to overheat to the point that the heads warped.

  We are very sorry this happened to Dr. ********* vehicle however, it wasn't something caused by our dealership.

  Customer response

  01/19/2024

   
  Complaint: 21046995
  
  I am rejecting this response because it is false and not factual. For better words, a complete lie. My vehicle was never fixed properly, the increase mileage came from dealership from  driving it plus additional diagnostic testing , and I did not approve the very last service completed.  Insulting enough, I still paid  for the service in order to have my 2017 530i *** removed from Nalley BMW *** Decatur. 

  To add more, this was worst customer service ever. Im sure if I wasnt an African American this would have not happen.
  

  I removed my car in order to get it fixed properly and to recieve better service. It was fixed properly and Nalley did exactly what I told them. They lied completely to rob and get additional funds from a loyal customer. 

  I need the funds back for the service that I did not approve and even this service was done incorrect for the service.

  I do not recommend Nalley BMW Decatur to fix cars because they are not efficient and do not have the skill set.

  I recommend that all partys involved be fired and Nalley needs to revamp their sevice department.

   
  **********************, DPA

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 4,2023, I purchased a service contract on a Porsche Macan. I decided that I didnt want the service contract. Therefore, I went back to the dealership to canceled it on August 26,2023. The finance manger told me it would take up to 8 weeks. It has been over 11 weeks ,and the service contract is still attached to my loan. I have called the dealership on several occasions. As of today, There has not been any success or honesty. I also communicated with **** of America and they have not received any confirmation that the services contract was canceled so, the refund can be added to my balance. This has been very stressful and frustrating to deal with.

  

  Business response

  11/15/2023

  We apologize for the delay. Getting these contracts cancelled and receiving the refund can be a lengthy and frustrating process. Good news though. We received the refund on 11/14 and cut a check to **** of America the same day and mailed the money to them. It should reduce your balance soon. If you need anything else, please let us know.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal and repeat customer of ********************** for ** years. I am a retired Marine and 100% disabled veteran; I purchased a car on 6/23/23 from *************************** and **** (last name unknown). My experience has always been great until the closing with ****. He tried to sale me additional warranties several times, each time I politely declined. He became aggressive with his sale tactics and even added the longer tire warranty option than the one I requested. I caught it after reviewing the contract and made him change it back. When I inquired about the Georgia Ad Valorem Tax Exemption, he told me to go to the tag office to do it because I could use that exemption money to buy more warranties but wouldn't. I told him that I knew vets who says the dealer does the exemption for them, he said that wasn't true. I went to the **** tag office, they said to go back to the dealer, I called ******, he said that we'd have to do the contract over to send my exemption letter to him. I did. He eventually called me back a few days later and subsequently said that this situation was my fault. He said that I should have told him earlier, which I did and that there was nothing to be done. Its thousands in interest and my payments are higher because of the additional tax monies. I have known ****** for 15 years, I served with his son in the Marines, he has congratulated me on my retirement and before the purchase of this car, I met with him about purchasing though *** financial and he knew (per the application) that my source of income was my 100% disability status.

  

  Business response

  07/13/2023

  We are communicating with ************** and are working to resolve her concerns.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new car on Dec 10,20.2022 even though the temporary tag has expired. I made several calls and sent emails let them know that the tag was expired putting me in a Predicament. I cant drive the car and this dealership is not responding.

  

  Business response

  01/16/2023

  Our Title Clerk has been trying to reach ****************** for over a week. She has left voicemails with no return call. ****************** has a military tag which cannot be transferred outside of the *** office. We overnighted his paperwork to the ******* County "CC" ***. They are behind on processing tag work. Our clerk spoke to someone in the CC *** and they were willing to pull the paperwork to process his tag if he comes into the CC *** personally. Our title clerk has been trying to reach ****************** to let him know exactly where to go. Please have him contact *************************** at the dealership at his convenience and she will provide him all of the necessary information.

• Initial Complaint

  12/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from this company where they kept pressure me to put a down payment over to hold my vehicle which they gave me a price over the phone but sent and email with an invoice to pay the deposit which was quite different on paper. I refuse to pay the deposit because I knew the if the caw meant for me to buy it it will be still there. On Friday the 16th of Dec I purchased a vehicle from the dealership before I proceed I notice a service light on which I inform the dealership. They took the car back to the service department where they told me that it need to take it to the appropriate dealership to get it reset because they doesn't have the special tool to reset. So I purchased the car and took it to the appropriate dealership to get reset. After they diagnose the car it shouldn't reset due to a broken antenna. So I callled ***** *** of Decatur to see what they can due because it were they dealership who did the pre inspection but didn't tell me that it was broken . I tried to get in touch with them over and over. I called sent out emails to numerous people at the dealership they ghost me or block me. I talk to the customer service which they left a message to sales department which they haven't called me or nothing to follow up. I'm trying to reached out to them because it causing me about **** dollars to fix on something that wasn't my fault at all. If they would have told me that this were the issue I would have not bought the car.

  

  Business response

  12/30/2022

  I have been in contact with ************** and this matter has been resolved to his satisfaction.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 28th 2022 I went to NALLEY BMW of Decatur to trade in my 2019 *** X3 which I had brought from *** NALLEY Decatur 6 Months Prior: the car had been having problems with a coolant leak and running hot. also the warranty on the vehicle expired so I said a trade in would be cheaper then keep dealing with this car and its all these issues popping up and I didnt complain because I loved my sales person and she assured me she would help me to the best of her ability find a new vehicle. She ends up sending me this link to my phone of a 2019 *** X5 it was in my price range but it wasnt at the dealership it was out with someone. NALLEY Decatur had been using this vehicle as a loaner but she said she would try to get whoever was driving it to bring it back since I wanted to buy it. I NEVER EVEN TEST DROVE THIS VEHICLE I took my sales rep **** that the car was great. I get the car trade my other car 2 days later Im at ********* valet says my car want go out of park so I go out try to get the vehicle to drive it doesnt go. I turn the car off and back on and then the gear shifter works so I think nothing of it. Until Sunday December 11th I get up to go to grocery store I come out the grocery store get into my car its doing the same thing it was doing outside benihanas so Im in a rush I just turn it off back on this time it dont work so I reach out to my sales person telling her like hey this car is been acting funny it want go now a message pops up she tells meOmg , take it to service. Service is closed on Sundays but you should definitely go first thing in the morning so I call in tell her its not working at all no more she saying to press the *** for roadside which I do they say the vehicle is under drivable and would have to be towed and they can call me a Lyft. Which *** roadside did call me a Lyft I waited till the tow company arrived before I left my vehicle because it was pouring down raining and they said to leave keys in the car. The tow company comes

  

  Business response

  02/16/2023

  There was a liquid spill into ************** gear shifter. Her insurance covered the repair. 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint has absolutely nothing to do with my advisor-Mr. ********* from *** Nalley--this is solely with *** Nalley.Tuesday, December 6th 2022- I called *** Nalley and reported that I could not drive to work due to my coolant severely leaking and my engine came on my *** 2019 2 series. The customer service representative shared with my that my car has a couple of recalls--one including the engine coolant line.I could not teach that day-nor coach due to having my car towed back to *******, ** as I was traveling to *************. That day I asked could I retain a loaner due to the fact of how expensive a rental is now and also so I can have transportation back and forth to work. I was denied a loaner. I have to wait six hours until my parents could arrive to purchase a rental. The price for a rental with deposit, $624.00. After I purchase a rental, I had to call another tow company to have my vehicle towed to Nalley BMW for my Wednesday's appointment. My opinion I was treated like the luxury customer that I am. I pay monthly a lot for my opportunity to drive a luxury vehicle and my experience with Nalley wasn't a representation of that.When I received my vehicle-it was not detailed. My key fob was dead. I noticed that my bulb needed changing, no recommendation for that. What type of service did I receive? Or was I treated unfairly, because it was a recall and not an actual service? I did not initiate the recall?

  

  Business response

  12/21/2022

  ****************,

  We are very sorry that you received less than excellent service. I would like to directly address the concerns in your complaint.

  1. Key fob - you are correct there is no notation of the dead battery. During the time the vehicle was in the shop, the fob was working which is why we did not recommend replacement. We would be happy to replace it for you.
  

  2. Bulb - can you provide a little more information regarding which bulb is not working?

  3. Loaner car - we have been battling the lack of loaner vehicles for almost 3 years now. Our loaner fleet comes from our new car inventory. *** has not been able to produce enough vehicles to support our needs. 3 years ago we had 118 cars in the new car loaner fleet. As I type this response, I have only 24. Believe me, if we had one available, we would have gladly loaned it to you. We have customers that have been waiting for parts for over 3 months and there car isn't drivable driving most of our available loaners.

  4. Detail - you car should have been run through our automatic car wash prior to you receiving it. Did that not happen?

  I am sorry we failed to explain any of this to you and I apologize for your experience. We would be happy to take care of the key fob battery for you and please let me know about the bulb. You can reach me directly at ************.

  Kind regards,

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

  General Manager
  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified pre owned vehicle February 2021. I took it in for routine service January 2022. I was told extensive repairs were needed. When asked if these issues were addressed when *** certified the car, I was told no. Of course, the repairs also were not covered by warranty so essentially I would be out of pocket for issues related to a car that I drove less than 10k miles. I feel I was sold a bad car and the dealership did not live up to their end of the bargain (not selling false CPOs)

  

  Business response

  04/04/2022

  Thank you for forwarding this complaint, however we are unable to see the attachment and therefore can't look into the information the customer is sending over. At your convenience please forward the document. Thank you

  

  Business response

  04/21/2022

  Thank you for the opportunity to follow up on the concerns described in this complaint. While we understand your frustrations with the expense of the needed repair, the tie rods were not seized up or in need of repair, at the time of the *** inspection prior to your purchase.  Nalley BMW performed 100% of the techniciansrecommendations, which included 4 new tires and an alignment.  This could not have been performed if the tie rods were seized.  BMWs are expensive to maintain and this is not an uncommon repair which would not fall under the *** warranty coverage because outside influence is what causes tie rods to seize. 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my new 2022 *** 7 series July 9,2021 from *******************************. First my issue isnt with ***** but with Nalley BMW finance and how they handled my sale. I traded in my 2015 *** and at the time I was current no **** was due until July 18 2021. The dealership should have obtained a 15 day payoff for my trade in but recently I received a call from *** finance that I still owed for 2 months back in 2021. Those two months are July 18 and August 18. I have been buying cars for years and dealt with this process to know how it works. When you trade in your car the dealer buys your vehicle gets the 15 day pay off and pay the entirety of the loan. I paid Nalley 4k that was my first payment and any different of negative equity. Well *** Nalley *********************** advised me that they supposedly did everything on their end, but *** fianance advise me that Nalley neglected to send the check and get payoff until August 18 which would have been two months after I sold them the car. The payoff amount they sent was the exact amount on my documents but if you wait two months then that means two months interest and or late fees and at that time the payoff amount would have been higher. So *** Nalley still owes for whatever the difference because when I left the dealership I was current and made whole. I was not aware they didnt send the check until a couple of weeks ago which is almost a year after I sold them my car. I still dont understand why no one from *** finance didnt call me and let me know my account was not settled or I owed payments then I could have this resolved in 2021. I need *** Nalley to send *** finance the amount owed for the two missing months and bring my account whole before this affects my credit. I have never missed a payment and been buying cars from *** foryears. My mistake was doing business at Nalley and not sticking with United ***. This isnt on me and Nalley needs to correct this soon!

  

  Business response

  03/25/2022

  Thank you for the opportunity to respond.  We certainly apologize for any concerns relating to the payoff.  We have confirmed with *** as of today the account is closed and no additional amounts are owed.  We appreciate the opportunity to follow-up on this and hope this helps clear up any concerns. Thank you again for your business. 

  Customer response

  03/25/2022

   
  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,
  
  *****************************

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