ComplaintsforPeterson BMW of Boise

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of 2023 the check engine light came on in our *** X3 that we bought from Peterson *** a little over a year ago, with 55K miles on it. It currently has 70K miles. We took it directly to the dealership for the best care. We were told the car needed something with the thermostat, there was an oil leak, and something else minor. We gave them the go ahead, and a few days into the repair, we were told that a tech had broken a "hose" on the engine and they would need to order the part. After having our car for another week, we were told it was finished. We picked up the car, paid them $1,700 and put less than 20 miles on it when the car stalled. We had it towed back to Peterson's where 5 days later they told us the engine blew and gave us a quote of $17k to replace it. They claimed there couldn't have been anything that they did to cause it. Then they offered 10% off. I have spoke to several mechanics and car dealers over the past few weeks who advise me that it is highly unlikely that the engine randomly blew in less than 20 miles of them working on the engine. I have been advised that they most likely did something to it. Peterson *** has never offered to investigate the cause of the engine blowing, or even acted like they care that they ruined our perfectly good, well cared for vehicle that was in great shape with very low miles.

  Business response

  08/08/2023

  Peterson *** Management team has been working with the client to come up with a resolution that would be satisfactory. After working with them, and discounting the overall price of the engine the customer agreed it was not an issue that we caused. The customer could see how it was an on-going issue that unfortunately happened after the repair was done the first time. Petersons and the customer came to an agreement on the replacement of the engine at a discounted price. We should have the repair completed mid-month and the customer back into their car. 

  Customer response

  08/08/2023

   
  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

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The sun roof on my 2023 X5 *** exploded, showering the interior of the vehicle with glass. The incident happened while driving on a clear road, no traffic and good conditions. I was covered with pieces of glass and if people were in the back seat they would've been injured. I have contacted Peterson, North ******* *** and filed a complaint with the National Highway and ****************************** My complaint with Peterson is as follows. They sold me a car. They sold me a warrantee. I have this problem yet the only role they're willing to play is for repair. They are not stepping in and communicating with North ******* *** about a problem for a vehicle they are selling. They have not asked for pictures from the incident. They are making no attempt to advocate for their customer. They will take my money but won't take responsibility for the product they're selling.

  Business response

  04/17/2023

  **************** with our Service Director ******************* and went over the details of the issues he had with his sunroof.  Typically when a sunroof is broken it is caused by a rock or an outside influence.  It may not break right when struck by a rock but over time it can break after being chipped by a rock or debris.  We are more than happy to help you with the repair of your sunroof, unfortunately *** North American has informed ** that our customer would need to make an insurance claim to have it replaced because they cannot be responsible for outside influences.  We are more then happy to help you get the car repaired and back to you as soon as possible to minimize the inconvenience of not having your vehicle.  We appreciate you brining the car to us for repair and bringing your concerns to our attention to relay to *** NA.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2007 Lexus ES 350 on May 17, 2021 from Peterson *** in Boise, ID. The loan was serviced through East ****************** and was paid in full on April 30, 2022. On May 9, 2022 I requested cancellation of my *** insurance and Oil Change Program to be followed by a prorated refund. The original loan term was four years and the oil change plan was for five years. I have sent several emails and phone calls to Peterson *** and have primarily worked with Selver in the ******************* On May 17, 2022 a refund check for the *** insurance was sent to the ************ despite the loan and account being closed due to payoff. The ************ stated they sent the check back to Peterson *** due to the account being closed. I was told that the check for the oil change plan was sent out on May 25, 2022. Neither check has arrived and I have spoken with *** the *** for the dealership. I am told that the dealership is waiting for the Accounting Manager to take action on Monday. Conveniently they called me back after that team was gone for the weekend. I am requesting Peterson *** send me one check for the combined amount owed me in an express mail envelope with tracking number. I have waited four weeks for resolution and have been told numerous times that the holdup is due to a lienholder and having the wrong address for me. The initial conversation included my new address as well as proof of loan payoff. Peterson *** acknowledges that document indicates that, but is unsure why this has become an issue. Further, my title had a mistake from Peterson *** that is causing the ************ to be unable to release the title to me. I now live in a different state and cannot register my vehicle without the title. This is resulting in me paying for a temporary registration as well as an extension out of my own pocket due to their negligence.

  Business response

  06/06/2022

  I verified with our ***************** that ******************** is being refunded the amount of $392.42 for the Maintenance Contract.  This was processed last week from the insurance company JM&A.  The Guaranteed Auto Protection (GAP) refund was processed as well and sent to East ****************** (EICU), the lienholder.   EICU is to return the check to JM&A, since the loan has been paid off.  A new check issued to ******************** will be processed once the original check is received back by the insurance company.  We are reaching out to EICU and JM&A for a status of this check.  We will provide an update today to ********************.

  Customer response

  06/11/2022

   
  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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