Complaints

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Here's the revised and condensed complaint reflecting that you have retrieved the car and are seeking compensation for the towing, storage, and damages:---**Formal Complaint *************** Roadside Assistance Failure**Dear Better Business Bureau,I am filing a complaint regarding ***** failure to provide timely roadside assistance during an emergency on June 12, 2024. My 2024 *** X5 stalled on ***************** in *********, **, during a flood, leaving my husband and me, a person with a disability, trapped in the vehicle for three hours.Despite urgently requesting help, ***** roadside assistance failed to dispatch a tow truck, and we were left stranded. We eventually had to use a third-party provider, who damaged our vehicle and also stole it resulting in police and criminal charges against the tow service provider. Additionally, our vehicle sustained damages due to the negligence of this provider.Although *** initially promised through email that they would pay for any third party damages, ***************************************** of *** ************* has since refused to pay for the towing, storage, and damages. This has left us in a difficult financial situation, especially given ***s obligations under the ADA.I requested *** to adhere to their promises as documented through email correspondence:1. Reimburse the Towing and Storage Costs: Cover the full towing and storage accrued 2. Pay for Damages: Compensate us for the damages caused by the third-party provider as originally promised that was due to their negligence and lack of proper measures to assist in emergencies of ADA ******************** till this time my husband and I have been ghosted, lied to, and told that they will not be adhering to their original email promise without providing us proof of the investigation they claimed they would take part in or a reason as to why they will not adhere to the fact that their negligence and discrimination towards an ADA ********** resulted in this whole situation

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My name is ****** (********************, and I am the owner of a 2023 *** M850i GC with the vehicle VIN Number *****************. I am writing to express my dissatisfaction with BMW Roadside Assistance department, and I intend to escalate this matter through the appropriate channels for further investigation.Yesterday evening, at approximately 7:30 PM on ********* in *********, my vehicle suffered a flat tire on the right front after accidentally hitting a pothole. This incident left my car immobile, obstructing traffic. I promptly contacted BMW Roadside Assistance for urgent help. I was informed that the usual wait time for a tow truck in the ********* area is three hours. However, given the urgency of my situation, I was assured they would make every effort to have a tow truck arrive within 40 minutes.Subsequently, at 8:30 PM and 9:30 PM, I made repeated calls to Roadside Assistance as the tow truck had not arrived. Unfortunately, I was told they were powerless to expedite the process, and my only option was to wait. After enduring a lengthy and frustrating three-hour wait without any communication, I made several additional calls to BMW Roadside Assistance. Each time, I was informed of a 45-minute wait, with inconsistent reasons provided for the delays.I finally encountered the tow truck at 1:00 AM, after more than 10 calls to Roadside Assistance and a total wait time of 5.5 hours on a chilly night without access to food and water and the phone battery almost ran out unimaginable, and this was on a major road in *********. This situation is unacceptable, considering the substantial investment I made in purchasing my vehicle and opting for ***'s comprehensive additional services. The level of unreliability in the emergency assistance provided is both absurd and disappointing.Should you require any additional information or documents, please do not hesitate to contact me through email.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 4, 2023 I contact BMW Roadside assistance after having a tire blow out while driving on Route 78 near Philipsburg ** at 8:40am. Upon contact them they connected with my car found my location and identified the problem. At 8:49am *********************** contact me to review my case and update me as to the timeframe of arrival. I was then told 90 mins before someone would arrive. Upon status check approximately 10:30am it reflected the case was closed at which point I phoned both ************* who said the case was closed so they did not call me back and contact *** Roadside who never called me. They indicated another company would be dispatched and would arrive in 55 mins. Approx 10 mins later a ** Highyway safety officer pulled behind my car and remained parked with me waiting for the tow company whose status reflected at on the way. At exactly 55 mins I called back to Roadside who then informed me that the tow company said I was not found on the side of the road. Another service request was made with a 90 min wait time. After another 30 mins of no one arriving the officer called a local tow company who came and put the spare tire on at my expense. *** left me stranded for hours on the side of the road with no communication, no accurate updates and no assistance. *** had no regard for my safety, I was no where near an exit to even walk to, I was alone and expressed this to the representative numerous times and still *** did nothing to help me or provide the support they claimed after waiting for hours stranded on the side of the road. This was careless, neglectful and could have endangered my life had the wrong person found me, a woman, alone on the side of the road. It took 8 hours for me to get 1 flat tire replaced this was the worst most disgusting ordeal I've had to experience.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Hello, this is about bmw roadside assistance, I made the call about 8:30pm on yesterday, Jan *******. about my *** wasnt able the engine start. the number i got back was, *****************, this is about my *** vin number is *****************. I think you will able to find the record. The operator lady called somewhere like ******* is being very unprofessional and very rude. I was having trouble understanding her, and i tried to explain myself to her where she become more inpatient and rude. At the end i was done talking to her and ask her to switch a operator and she refused to do so. Asked me to end the call and leave me with a broken ***. Very bad experiences. Extremely disappointed with ************ I know that the phone card should be recorded for quality and training purpose. Please let me know why this type of customer service is allowed, I just bought two *** within a month. If this type of service should not be allowed. Thanks you

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called BMW roadside assistance for towing. During the service, my vehicle was damaged and I immediately called the BMW roadside assistance for a claim. The claim was established on the same day on May 18, 2022. Following the instruction, I provided evidence of the damage and a repair estiamte issued by *****************. However, the claim adjustor named ************************* never replied to my following inquries regarding the receipt of my repair estimate and the approval of the claim. For more than one month, I drove my *** under improper condition for this reason.The claim number related to this incident is *******.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The *** roadside team has failed repeatedly for three weeks, leaving my car stranded. I booked a flight to the ********* on March expecting to pick up my car after speaking with the team and paying for a tow there, only to have the tow cancelled after I had booked the flight, unbeknownst to me, with my car still in **********. I called with a complaint and was told by the supervisor that I would receive a call within 48 hours but never received a call. I called back on March ************************************** an email (I never received one). They rescheduled a tow and were set to pick up my car this (April 1), but cancelled after saying "they couldn't get a hold of me to verify that I still wanted the tow", 30 minutes after I confirmed I wanted the tow. I have been on the phone with them for 4+ hours today, and have repeatedly been told I would receive a call back in 10 minutes, only to call again after an hour. I have been given numbers that are disconnected, I have been told that the person I was just speaking to isn't a part of the department.

*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. ↩