Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a radiator from *** that was defective. Didnt know it was defective until it got installed and saw there was a leak. We called the parts department for *** and they said to bring the car up to check it out. We did as they said and they said theyre going to swap out the radiator for a new one and have it ready in a couple of days. After a week, they called us to advise us to pay for another radiator because they wont take the old one back. Said that whoever installed it messed up the radiator and not them but theyre not really sure how the damage occurred. Now I have to drive my car back with a leaking radiator until I can come up with more money to get another one. Had to miss work because of this

  

  Business response

  01/17/2025

  I have called the customer. I left a message and am waiting on a return call. 

  Customer response

  01/18/2025

   
  Complaint: 22732326
  
  I have left a voicemail returning the call. I am waiting for the ** to return my call back. Best time to call is late morning/ early afternoon, between the time of 9am-2pm. 
  
  ******* *********

  

  Business response

  01/20/2025

  I am the General Manager from Gwinnett ***. I spoke to the customer who alleged the radiator had a hole in it when they purchased the part, after speaking to our service **** I was informed that we asked the customer to bring the part back in to inspect it and see if it was returnable. After that inspection, we realized the radiator was severely damaged by the shop that tried to install the part. Under this circumstance we are not able to refund a part after it was damaged outside of our property. To assist in the matter, we did offer to repair the customers radiator at cost to help out with the situation, that which they declined. 

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday Dec 7, 2024 I went to *** at gwinnett place to look at a used 2024 *** i4 edrive 40. I got there and met with ***** who showed me the car and my partner and I test drove the car. The car had up to date technology to include 3D surround view as part of parking assist package. When we got inside, ***** presented an option to get a 2025 version of the same car. He said it would have the same technology to include the parking assist 3d surround view, but he would be able to give me rebate and low finance rate. Even though I had the money to pay car cash, we agreed to finance to get the deals. Once I got to their finance office, I was offered extra warranties that they say I could cancel anytime. I asked about the flex protect and they said that one was not optional and everyone has to get it. When i got home, I noticed the car didn't have the surround 3d view I was told it would have so I called ***** and he said he would work with his manager to see what they can do. I also told ***** I no longer want all the extra warranties and he said just call finance and they would take them off. I called finance for 3 days and left multiple messages for different people and got no return calls. Meanwhile ***** came up with a deal I could not accept so i decided to keep the car. By then it's Thursday and no one in finance had called me. So I drove to *** of gwinnett to see someone in person from finance and remove the warranties i don't want. It was not busy but they had me wait 2 hrs in their lobby to talk to finance who said they can't cancel the extended service warranties and the flex protect is not optional. I went online and to another local *** and everything is saying the dealership should be able cancel them. I also asked about the flex protect which cost nearly 1200 and all it does is share the location of the car if lost. The *** app already does that. I want the warranties off. I feel flex protect is a scam since my*** app share car location already.

  

  Business response

  01/17/2025

  I have reached out to the client. I called and left a message on their phone to call me back. 

  Customer response

  01/19/2025

   
  Complaint: 22700790
  
  I am rejecting this response because: I called back 1/18 and left a voice message as well.
  
  Sincerely,
  
  **** ****-********

  

  Business response

  01/20/2025

  Spoke to the customer and her refunds have been handled with our ************* I also authorized a refund for the Flex Protect.  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gwinnett Place *** sold me a loner 2024 X3 Sport utility vehical on lease. They pulled my credit and took down payment. The next day when I went to take delivery of the car, I was told that they sold me the wrong car and the car I signed on is already sold. Now they were offering me a 2023 car with ****** miles on it or 2024 newer car with $85 more monthly payments. Most features that I signed for, was not present on the car they are now offering to me plus the color was also less desirable. I reached out to the sales manager, the general sales manager and the finance manager- no one tried to remedy the situation. I paid my deposit on 9/3/2024. And today is 9/16. No communication from anyone. They are sitting with my deposit and they pulled my credit wrongfully without actually selling me a car! This is a bad business and I feel cheated; not to mention my money is with still with them! I would like to report them to BBB and also erase the credit inquiry from my report.

  

  Business response

  10/15/2024

  My name is ****** ********* I am the General Manager at Gwinnett ***. I have reached out personally to the customer to get further details and try and rectify the situation. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a *** 2016 528i which I purchased from this location. In jan 2023 I took my car in because the oil pan gasket needed to be changed. When they did their diagnostic, they said it was other thing not the gasket. I paid about $4000 for the repairs. In March I took my car back due to it leaking oil and they then told me it was the oil pan gasket which I had already told them that was the problem the first time. I paid about $1000 for that repair. In July my car was leaking fluid, and I took it back in and I was brushed off stating it is condensation from the air conditioner. In Aug/Sept I called to make an appointment due to coolant leaking after I let a mobile mechanic do a diagnostic and he asked what work I had done on the car, and he told me to take the car back to *** because the car was not put back together correctly and has cause the coolant to leak. I had to wait 3 weeks before they could get my car in, when they got it in on Sept 29th, I received some of the worst service I have ever seen. I was not provided a loaner vehicle, the service manager would not even speak to me, and I asked for a copy of all the work they have done on my car multiple time and never received it. My car was in the shop from Sept 29- Jan 4th. I miss the only text on Nov 15th stating my car would be ready and did not hear from them until Dec 28 stating they would tow my car if I were not going to come get it. I paid $3000 for those repairs. When I drove off the lot my engine light came on I called in the morning and received no help. On the night of jan 11 my engine and coolant light came on, I then called *** the next day seeing the coolant system is what they replaced, while on hold my car completely broke down. I had to have it towed back to *** and being told its the belt and air filter, which the belt was fairly new and was fine before they worked on my car. *** failed to address the codes I have got off the car or take accountiblilty for their work and actions.

  

  Business response

  02/01/2024

  Hello, we have been in touch with the client and are meeting in person Thursday, February 2, 2024. 

  Customer response

  02/15/2024

   
  Complaint: ********
  
  I am rejecting this response because: Please refer to complaint number ******** I did meet with *** and they did nothing to resolve my issue, the 3 issue listed they told me nothing was wrong with my car. The last visit I stayed while they did a diagnostic and then they found the issues, they had to do work on my car which took parts apart. When they put it back together they broke something and will not fix it. I was told its time for you to get a new car or you can pay and fix the issues but something else is just gonna break in a couple of months.
  
  Sincerely,
  
  *************************

  

  Business response

  03/14/2024

  The vehicle was originally brought into BMW of Gwinnett Place on September 25th, 2023 with a Check Engine Light on amongst various other lights and concerns stated by the client. This was after the client had the vehicle checked by a non-approved *** Mobile Technician. Per customer's request, we diagnosed a coolant concern. We completed the coolant related recommendations that the client approved and worked with him on the pricing. Shortly after taking delivery, the worn-out drive belt, that was not related to the coolant repairs that we recently did, failed and we replaced the part at no cost of labor to him. We also covered the transportation costs during that time. Then, the check engine light concern was brought up and it was found that there was an aftermarket OBD 2 scanner plugged in which was causing a communication failure with the **** Due to the age and mileage on the vehicle, we suggested that the client think about trading or selling the vehicle as there could be many unknown expenses that come up in the future as the vehicle is outside of warranty. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date:March 13th, 2023 *** of ran test of my car and said my vehicle was having issues because I had a starter replaced before and needed an O-Ring and new vent hose installed. My car started driving like normal again. However, I noticed the EL was still on but no other problems had been reported on my paper work besides replacing tires, cleaning vents, etc. My paper work stated an engine/multipoint check had been completed. No other leaks had been reported besides the the leak from the crankshaft sensor leak, which had been repaired. I drove in the vehicle for a few days and noticed the EL did not turn off. I contacted *** and spoke with an advisor who stated it should go off on its own. It did not. I called *** several times to get in contact with my service advisor. I scheduled a date in May to see if they check out my car again. They had my car for almost 2 hours. A day later my engine light came back on. So, *** did not inspect anything further. They held my car for two hours when turning an engine light off doesnt take that long and I could have done it myself. They made it seem as though something was being done further to see if there were any other problems. I made an appointment in June 2023 to see if I could get the car inspected again. After inspecting the car again I had more issues this time which went unreported. I was having catalytic converter issues, a oil level sensor and EVAP leak. They said these repairs would be $9,000 which is worth more than the total value of the car. Then to add insult to injury, they sent an email after the appointment stating they wanted to buy my car for $3,800. I have paper showing these issues were never addressed and in the original **** given vs the one provided through their website, they stated my oil level sensor needed to be changed in one document and another document stated my oil pressure sensor needed to be replaced. I feel as though they were making up issues for me to fix.

  

  Business response

  01/15/2024

  We have spoken with ******************** regarding her complaint and concerns for her *** 3 Series. We are actively communicating with her and attempting to schedule a time for her to bring the vehicle in for us to work with her on the oil leaks she is experiencing. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2023 I purchased a 2020 Tesla Model 3. When I inspected the car I noticed that the front tires were severely worn so they acted to replace them they did. But most recently I notice that I had to keep putting air in my back tires almost daily! One day I caughta flat tire and when I took it to the shop they took both back tires off and showed me that my tires are completely worn to the point where the metal thread is coming through also my car didnt come with a jack in the event Im caught on the side of the road. I only added **** miles on the vehicle since my purchase date. So I went to *** on 12/30/2023 and spoke with a manager that told me done the tires passed their inspection its nothing they can do. I drive my car with my child and this is unsafe! I want my tires replaced because there is no way my tires should be like this after only driving ***** miles.

  

  Business response

  01/03/2024

  Spoke with ******* and are working on resolution for rear tires. Client has driven ****** miles since purchase and we have offered to split the cost of the rear tires. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 740i *** to *** at Gwinnett Place on 11.15/2023 to have the front upper control arms replaced because I was ran off the road by a *** deliver driver. After the shop took my car a part they stated that there were some additional damages. I conveyed to the *** at Gwinnett Place service department that my insurance company would be paying for the repairs. My insurance company sent the *** at Gwinnett Place ****************** a check in the amount of $2,000,00 to start the repairs. Two days later the *** at Gwinnett Place ****************** stated that there were additional damages of $7,000,00 my insurance company issued a check for this amount. Three days later the *** at Gwinnett Place ****************** contacted my insurance company and stated that there was $3,000.00 more damage to a air bag component and my insurance company issued a check to *** at Gwinnett Place ****************** in that amount. After that the *** at Gwinnett Place ****************** contacted the insurance company and stated that there was a strange noise coming from the engine area of the car and request to preform a diagnostic on the car. The insurance company stated they will pay the $400,00 for the diagnostic. After the diagnostic was completed the *** at Gwinnett Place ****************** stated the motors mounts were broken and ti would cost $3,400,00 to repair. I conveyed to the insurance company that I did not want them to pay the *** at Gwinnett Place ****************** to replace the motors mounts on my car.. At this point the *** at Gwinnett Place ****************** is refusing to release my car to the insurance company or myself. The insurance company has ordered a tow truck to go to the *** at Gwinnett Place ****************** to remove my car but the *** at Gwinnett Place ****************** is stopping the tow. *** at Gwinnett Place ****************** has been paid in full for all the work they have preformed on my car and they need to release my car.

  

  Business response

  12/13/2023

  Authorization has been given to the client and insurance company to pick up the vehicle. 

  Customer response

  12/13/2023

   
  Complaint: 20977743
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  12/13/2023

  Hello, there is no reason stated for the rejection. However, the desired resolution of releasing the vehicle was agreed upon.

  Thank you.

  Customer response

  12/13/2023

   
  Complaint: 20977743
  
  I am rejecting this response because: I sent a detail message after this message explaining why I was rejecting the dealerships response to my complaint. I actually sent 2 different messages because my first response was sent prematurely. I wrote out a detail message and resent it to  the *** to review before forwarding the message to B MW. Did the *** not receive my second message? 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I had dropped my brand new *** IX at Gwineet *** for diagnostic on self driving issues with my Car . Apparently they took my car to a non *** shop 26 miles away from *********** and was parked at the shop till I got a notification and asked the shop why my car is not at another shop . This voids my cars warranty and I am not an expert to check if my car was tampered with or not but have pictures to prove the car parked at another body/workshop . Also, I am not sure why my car was ever taken to this place and is a breach of service with Gwineet *** Also, Gwineet *** dismissed all my problems by stating they couldnt replicate it or I shouldnt be using the features in my garage or driveway as the self park feature isnt meant to be used in those situations. Most car adds with similar feature show ppl in driveways and this an add on feature I paid for . Also, no one in the sales cycle informed me that I cant use what I paid for .

  

  Business response

  09/27/2023

  Hello,

  We are trying to reach ************** to assist in exchanging his vehicle and are waiting for a call back. Please call ************.

  Best regards,

  BMW of Gwinnett Place 

  Customer response

  09/27/2023

  Hi, I am traveling and will be back in the country on 10/2 . Also,  Gwinnett *** has only reached out to me once. 

  Thank you! 

   

  

  Business response

  10/16/2023

  Hello,

  We are working on the exchange as requested with *************** 

  Thank you,

  BMW of Gwinnett Place 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2016 *** X1 in March of 2023. I was told it was certified and has been fully inspected and nothing was wrong with the car. After 2 days I took it back to them because I told them that I heard a knocking sound and thought something was wrong. They told me the checked it out didnt hear anything and the car was fine Wel 4 months I had to get my brakes replaced because the previous brakes were already down to the metal! While getting them done I was told that my front left strut was completely gone! Thats exact same area I heard the knocking. Then a few weeks after that in July my sunroof shade became inoperable. As I was opening the shade it came completely off track. I have an extended warranty and was told it would cover that I just have to pay a deductible but after a few days of it being in the shop I got an email stating that it wasnt covered and I would have to pay over $2000 to repair they also sent me a repair report stating my tires needed to be rotated and balanced and that would be an extra $700 plus to repair. I feel lied to and taken advantage of. Because I traded in my car that was paid off and they only gave me $7000 for but later sold for $15000 and now Im stuck with a vehicle that I only purchased a few months ago that needs repairs that shouldve been found out during the inspection of the car before being sold.

  

  Business response

  08/12/2023

  Our Service Team has committed to repairing the sun shade at no charge to the consumer. Regarding the $700 for the tires needing to be rotated and balanced, that is the quote for replacement tires because the two front tires are worn.

  Customer response

  08/12/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Hertz car sales in *******, ** back in 2019 ******* 4runner VIN#: *****************). It was first financed through TD Autofinance and I refinanced it using my bank, *********************** I found out years later that Provident never received my car's title and TD Autofinance sent it to United *** in ******, **. I have been working with TD Autofinance and ********************** to obtain the title from United *** but we have not been able to come to a resolution or obtain my car's title. United *** ****** does not exist as an institution despite it being on my car's registration and I am assuming BMW of Gwinnett Place may have my title. I am unable to renew my car's registration for this year without the title and need help resolving this issue. Thank you.

  

  Business response

  04/14/2023

  Good Morning, 

  I have checked our system and we have never had this VIN in our inventory at BMW of Gwinnett Place. I also checked with our Sister ****** United *** in **********, **, and they also have no record of ever having this VIN in the system. I recommend contacting Hertz Car Sales where you purchased this vehicle from and have them apply for a duplicate title. 

  Thank you,

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

  General Manager

  BMW of Gwinnett Place 

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

*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. ↩