Complaints

This profile includes complaints for United BMW-Roswell's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  United BMW-Roswell

  1501 Alpharetta Hwy Alpharetta, GA 30009-2018

  
• 

  United BMW-Roswell

  11458 Alpharetta Hwy Roswell, GA 30076-3801

  
• 

  United BMW-Roswell

  1501 Alpharetta Hwy Alpharetta, GA 30009

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in on Feb 22 and traded in a vehicle and bought a pre-owned 2018 540i with 62k miles that they were selling. I worked with **** and ****** and the entire process was smooth. Unfortunately, that's where the good things stopped. There's an issue with getting a plate for the vehicle with being told one thing from the *** and another from United BMW, to which I won't place on United BMW. I was told the vehicle was good to go and nothing was wrong, or needed any attention. Fast forward to last week and less than a month after I bought the car, it overheated to which I parked it and haven't moved it since. I took it to an auto shop that specializes in *** to be told that the radiator, both upper and lower hoses, and the water pumps were all leaking and needed to be replaced. I figured with me being in the car for barely a month that United BMW would want to help me, but I was met with a brick wall that said "Did you go with our extended warranty?" Now I'm left with a $3k bill to fix things that I was told were in good, working order a month ago. I really thought this was a upstanding dealership that I could trust and was planning on using them for a M2 purchase to go along with my promotion, but this situation has left a sour taste. Wouldn't in good conscience recommend them when they see you as just a wallet rather than a potential lifelong customer.

  

  Business Response

  Date: 03/27/2025

  Reach out to the client , towing the car back to the dealership for inspection and see what we can offer to assist. 

• Initial Complaint

  Date:02/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** is billing me $379.75 on Feb 13, 2025 after I completed a payoff amount of basically selling my *** to another *** location "****** *** of Decatur" on Feb 11th, 2025.I have papers that state I owe $0.00.I called them and tried to discuss this with them but they are insisting on not removing this ******** have been by far my worst leasing/purchasing experience, and I will never do business with them ever again. I literally went the payoff amount route and sold the car basically paying 3 months of $2,200 just to not have to deal with them any more and yet they are still billing me.

  

  Business Response

  Date: 02/26/2025

  I have reached out to Mr. ****** and left a voicemail.

  From what I understand it is about a lease end charge from ************* services that occured when Mr. ****** sold the vehicle to ****** ***. I am not sure what I can do to assist , but I am more than happy to reach out to the customer.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22989129
  
  I am rejecting this response because business did not provide a solution but instead said that this is a ********************** Issue. 

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

  

  Business Response

  Date: 02/26/2025

  Spoke with the customer, explained that the charge is from *** financial services and it is part of the contract customer signed at the time.

  customer stated he had a bad experience in service before as well because we did not offer a free tire after 8 month of ownership and he had a nail in the tire. 
  the vehicle was sold to ****** *** , which has not business relation with United BMW.

  I promise the customer that I would reach out to *** financial services see if they are willing to apply an exception. And it got rejected, I updated the customer as well.

  Unfortunately we did everything we could within our power.

   

• Initial Complaint

  Date:10/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 25th, 2024 Vehicle purchase that included a warranty, ************** tire and wheel warranty and a diamond shine finish. Once the contract was done, I decided I didnt want or need the warranty or the *** coverage. It was close to closing time so the Finance *** said we didnt have time to redo everything but that I could request to cancel those additional fees. I started reaching out in early **** was told the requests were sent to the cancellation department and they would follow up. I followed up twice over a months time with no response so I sent a message to the dealership in July. ********, the Finance Director calls me on July 31st advising that the refund for the warranty was being held until the *** refund was received to send 1 check to my loan company. But to move things along, they would go ahead and send the warranty refund to ************** and they should receive it within 5-10 days. I reached out to ************** after a few weeks and they had not received it yet. Checked back with the dealership, no response. I followed up with ************** again on 9/30/24 and they advised on 10/2/24 that they had not received any refund checks for my account. So here I am still paying for a warranty and *** insurance that was supposedly canceled, yet no one can tell me where my refund is. I am not sure what to do and need your help.

  

  Business Response

  Date: 10/03/2024

  Reached out to the customer , started the communication and will update the customer by the end of the day for progress

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/17/2024

  Customer agreed to return the vehicle.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 11/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My name is *************************** and I filed a complaint (ID: *********.  This issue has been resolved. Please close this complaint. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/20/2023

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

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/16/2023

  We have resolved the issue with the customer.

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/23/2023

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

  Customer Answer

  Date: 08/25/2023

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

  

  Business Response

  Date: 08/29/2023

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

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/06/2023

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

  Customer Answer

  Date: 07/08/2023

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

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

  

  Business Response

  Date: 07/27/2023

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

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/15/2023

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

   

   

  Customer Answer

  Date: 03/18/2023

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

  

  Business Response

  Date: 03/27/2023

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