ComplaintsforZeigler BMW of Orland Park

• Initial Complaint

  06/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Multiple attempts to be added to the do not email list and do not mail junk mail. Spoke with dealership multiple time to multiple people. Spoke with *** customer care as well. Excessive emails and mailings after explaining for months I want nothing to be sent. Allowed plenty of time for removal from lists and was promised I was removed multiple times but it never occurred .

  Business response

  06/19/2024

  We will remove you from our email lists. Thank-you

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I paid $4,000 as a down payment for a 2016 Jeep Wrangler, plus we paid $1,600 to send the Jeep back to BMW of Orland Park. We were only refunded $2,067.55 are requesting the remainder of the down payment $1,932.45 and the $1,600 for shipping, totaling $3,532.45. See uploaded letter to ***************** and documents that were mailed to him. We emailed and left voice messages to him but he has not responded at all. Yesterday, April 29, 2024, we had a voice message from ********** Automotive. The lady I spoke to said we were late on the first payment and they were not informed by BMW of Orland Park that we did not keep the vehicle! She asked if we received anything after returning it and I told her we did not. What kind of business is this? They need to be looked into.

  Business response

  05/07/2024

  The customer purchased the vehicle, which we bought back from customer for the original selling price after the fact. This vehicle was pre-owned higher mileage vehicle with no warranty as was stated to the customer. We refunded the customer $2067.55 in good faith due for customer satisfaction. At this time we had bought the vehicle back for the price it was sold for along with a partial refund. At this time this is all we can offer on the after we purchased back the vehicle from you at the same price you bought it for and issued a partial refund due to our costs incurred as well.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My experience with this establishment was disappointing and left me frustrated and dissatisfied.In September 2023, my vehicle was towed to *** of Orland for an insurance claim, despite the distance from my home. However, from the start, the service process was inefficient and lacked communication. It took several months for the service department to process the insurance claim and adjust the quote as requested by the insurance company.Communication from *** of Orland was consistently slow and unresponsive. Despite my repeated attempts to get updates on my vehicle's status, I faced delays and inadequate explanations. This lack of transparency and accountability was troubling.In late December, my vehicle was declared totaled, but I chose to keep it. Unfortunately, I later discovered that *** of Orland had discarded parts removed during an attempted repair, further delaying the process and adding to my frustration.Additionally, *** of Orland failed to complete any repairs outlined in the insurance claim, despite numerous assurances. The only action taken was the removal of an exhaust, which was discarded, for which I was charged an excessive 22 hours of labor.Despite my efforts to escalate the issue to *********************** and ***********************, my concerns have remained unanswered since my last visit in January or February.The lack of professionalism and accountability demonstrated by *** of Orland is unacceptable. I expected better service from a reputable brand like ***. My vehicle remains in your possession. I urge *** of Orland to rectify the situation by correcting the pricing for repair hours and removing unjustified storage fees. I also request appropriate compensation for the inconvenience and frustration endured. Additionally, I encourage *** of Orland to improve their service practices and communication protocols.

  Business response

  03/15/2024

  ************************ had his vehicle towed to Zeigler *** Orland Park 8/29/23
  Upon inspection, technician found battery cover melted, battery melted, power distribution box melted, anything related to power distribution melted do to catastrophic power system short.
  USSA ************************* authorized initial repairs at a cost of $7,011.31 and non-returnable special ordered parts were ordered from *******.
  Payment was issued to the ************************ by USSA ****************** $6,011.31
  Upon receiving the parts and starting repairs, removing the damaged wiring, ************** noticed floor boards completely rusted threw.  ********************* and customer notified immediately.
  The ***************** had dealer reinspect for further damage and the vehicle was deemed a total loss by the *****************.
  ************************ was issued another final payment, this time for the totaling of the vehicle by CoPart salvage yard.
  CoPart authorized storage fees for the vehicle $1,800.00 to the dealer as they were to come take the vehicle.
  ************************ purchased the vehicle from CoPart and has met with Zeigler *** to retrieve the vehicle.   Zeigler *** did explain that the parts that are non-returnable are in the vehicle, the other fees are for the labor authorized by his insurance company to diagnose the vehicle several times.  
  Zeigler *** inspected **************************** vehicle in good faith and completed its part as requested by USSA insurance.  USSA insurance made payment to ************************ in good faith that he would then in return pay Zeigler ***.  ************************ has not and has kept the money owed to Zeigler *** from USSA.
  Zeigler *** has not charged anymore storage fees since November 28, 2023.
  The vehicle is ready to be towed by whoever ************************ wants to.  The balance owed is $7,811.31

  Customer response

  03/15/2024

   
  Complaint: 21423092
  
  I am rejecting this response because:
  
  After careful review of their response, I find that it does not adequately address the concerns raised in my initial complaint. Zeigler ***** response fails to acknowledge the discrepancies and issues highlighted regarding the repair process, labor charges, and storage fees.
  
  You are only focused on what was paid out by the insurance company. That's understandable, but the reality is no repairs was completed, and the repairs they issued payment for will still need to be made once the vehicle leaves BMW.
  
  Specifically, I would like to reiterate that despite the initial authorization and payment by USAA ************************** the repairs outlined were not completed as expected. The window repair was not completed, the battery was not replaced, and the fuse box was not repaired. The excessive labor charges for minimal work performed, along with the lack of transparency in billing, remain unresolved. As stated previously, they are charging 22+ labor hours for work completed, but no work was done. If you review the attached quote, 22 hours is the total to complete all repairs. Additionally, the vehicle remained in their possession because they discarded the exhaust removed while attempting to repair the positive battery cable, which was in good working order. The replacement arrived in January. I am also unsure if any other parts were discarded.
  
  Furthermore, Zeigler ***** assertion that I have not paid the balance owed is misleading. I have sought clarification on the charges and have expressed my willingness to address legitimate fees promptly.
  
  In light of these unresolved issues, I cannot accept Zeigler ***** response as a satisfactory resolution to my complaint. I respectfully request further intervention from the Better Business Bureau to facilitate a fair and equitable resolution.
  
  Thank you for your attention to this matter. I look forward to your assistance in reaching a resolution.
  
  Sincerely,
  
  *******************************************

  Business response

  03/19/2024

  We inspected the vehicle when it first came in for a theft recovery. The insurance company authorized the first wave of repairs, a melted battery cable, melted battery, trunk interior flooring, right front window broke, battery cover, power distribution box and battery cables.  Once starting on the repairs, tech found after removing all rear interior components, removing necessary engine compartments, removed exhaust system, removed all heat *******, lowered gas tank to gain access to power cable, tech found extensive rust corrosion to the undercarriage of the vehicle were the power cable mounts to and passes into the vehicle.  At this point, insurance came out again, had the technician push the car into the shop and show them what was going on and deemed the car total loss.  ************** has extensive hours in diagnosis and taking about the car to figure out all the items needed for repair.
  
  

  Customer response

  03/27/2024

  Complaint: 21423092
  
  I am rejecting this response because: my response is attached to this email.
  
  Sincerely,
  
  **************************************; 

  Business response

  03/27/2024

  We understand your disappointment in our decision, however we spent ample time in accordance with your insurance company who issued you a check directly and you have not paid ** for services rendered. We have given you our final stance on this situation. We need to settle your bill that is open with our repair facility.

   

• Initial Complaint

  01/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ive been getting my car serviced at this particular *** since 2020. The price of each service has been marked up for some reason. Meaning their books says one number but they charged me hundreds over the listed price on the *** website. This *** has charged me for work they never done or attempted to check. I have all receipts and I'm welling to sit done and go over every service plan received.

  Business response

  01/16/2024

  Cyntrall, Good Evening. Id be happy to provide recent service bills based on the time frame you feel you were overcharged. We have all documentation on file and if youd please provide me those dates of service, Id be glad to assist with showing you what was charged and approved by you for the service received and if there are any unintentional errors Id be glad to rectify them accordingly.

  Thank you! *** Basic 

  Customer response

  01/17/2024

   
  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. I have also attached every receipt I have received from BMW.
  
  Sincerely,
  
  *************************

  Customer response

  01/22/2024

   
  Complaint: 21144452
  
  I am rejecting this response because: I would like to reopen my case. My response to the business is I sent over copies of the receipts where I was over charged. I would like to discuss each ticket number and go over the pricing and what was done if anything.
  
  
  Sincerely,
  
  *************************

  Business response

  01/22/2024

  We would be happy to go over any charges or receipts. Our Service Manager will cover any items that you need to discuss.

  Customer response

  01/22/2024

   
  Complaint: 21144452
  
  I am rejecting this response because:
  I would like to discuss this matter as soon as possible. When can we sit up a conference call to go over the details of each invoice.I also would like  proof from *** that these are in fact you guys rate for each service I received.  
  Sincerely,
  
  *************************

  Business response

  01/26/2024

  The customer is welcome to bring the receipts into the dealership to discuss with the service professionals.

  Customer response

  01/26/2024

   
  Complaint: 21144452
  
  I am rejecting this response because: we was to discuss this via email and phone. Coming in would need to be schedule with a professional. 
  
  Sincerely,
  
  *************************

  Business response

  01/26/2024

  We would be happy to discuss any service receipts and charges here at our *** Dealership in person if there is a discrepancy. *********************** our Service Director will discuss any receipts you have.

  Please let us know when you can come in to discuss your receipts in question.

   

  *** Service Director

  Customer response

  01/29/2024

   
  Complaint: 21144452
  
  I am rejecting this response because: I email Brain a few weeks ago. About a check being wrote out for the remaining credit. I have not heard nor recieved a response back. Thats why I have now taken the matter to the better business bureau. I tried working it out just with the dealership. Nothing but a bunch of broken promises was given. Train confirmed I was over changed on one of the invoices. In order for me to get receive a check for being over charged. I had to spend more money and than you guys would write me a check in the amount of the services. This is what brain came up with. But hes not even holding up his end of the deal. As well as going through all of the other invoices to see if there were additional charges. I would like to speak with the district manager at this point. Becuase dealing with the Brain has gotten me no where. I have proof of emails to beg up my statement. 
  Sincerely,
  
  *************************

  Business response

  02/01/2024

   

  Our service Director ***** has been in contact with you and your husband. Attached has been the conversation and how we have handled the situation.. 

  I looked in his history and found a service visit were we could not align his vehicle, he took the vehicle to ************ and they supposedly did it.
  He submitted a receipt and we refunded him the $249.99 as a gesture of goodwill (checked cashed 11/18/2023)
  
  
  
  
  

  
  

  Customer response

  02/05/2024

   
  Complaint: 21144452
  
  I am rejecting this response because: in the attached image is me clarifying to brain that these are two different situations. They charged me 4 hours to fix a passenger mirror  I asked ***** on the phone why did it take 4 hours can cost so much. Brain exact words on the phone was I can not explain to you why they charged you 4 hours and $1100 to replace the glass to a passenger mirror.Not the entire mirror just the glass. The other incident was I brought my *** up there for a wheel of Alignment. I was told they looked at the problem but couldnt fix it. Than I emailed brain about the alignment and was told my car was in fact never touched. So if they have inspected the car how did they know they could or could not do the inspection. ***** came up with the idea that if another *** would do the alignment he would reimburse me. Thats how these two incidents got combined. In order to get my money back for the mirror I had to spend more money with ***. 
   I would love to talk over the phone to further explain everything as well as provide any and every email between me and *****. 

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

• Initial Complaint

  12/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am attaching a detailed description of what occurred.

  Business response

  12/27/2023

  We sincerely apologize on the experience you had. We understand your concerns. We had another customer who also was interested in the vehicle who had secured a deposit on the vehicle and had wanted this vehicle and was willing to buy it sight unseen, as the vehicle was being repaired at the body. The customer signed purchase paperwork prior to seeing the vehicle and was willing to purchase the vehicle without seeing the body shop repairs first. As with all sales it is a point of purchase on a first come first serve basis. We do our best to accommodate all customers in their purchases. In light of the situation we would extend a $1000 discount to any other pre-owned vehicle that you may be interested in. Also we would extend a 8% off of MSRP Discount on any New X7 M60i.

   

  Thank-you.

   

  BMW of Orland Park Management Team.

  Customer response

  12/27/2023

   
  Complaint: 21055929
  
  I am rejecting this response because: the business is making excuses and not accepting accountability. The business has repeatedly lied as documented by my detailed and uncontested account of what occurred. The only proper remedy would be for the dealership to arrange with *** me purchasing the same vehicle, same or lower miles, colors, year, model, etc. for SAME price I was promised from a DIFFERENT dealer. Shady and unethical business practices should not be rewarded ESPECIALLY by the victim of the shadiness. You want me to give money (buy a care from) to the dealership that repeatedly lied to me, dealt with me in bad faith, never acknowledged their lies, wasted my time, etc? Really? Quite frankly, the response is insulting.
  

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

  Business response

  01/02/2024

  We are sorry that you feel that way; however, you did not have a valid contract to purchase the vehicle, and another customer did.  

  Customer response

  01/02/2024

   
  Complaint: 21055929
  
  I am rejecting this response because the business is not acknowledging or taking responsibility for how it treated a customer. The businesses flippant and disrespectful characterization that this is about my experience or feelings is a transparent and pathetic attempt to avoid addressing its unethical and unjustifiable business practices. Here are the things the business has not and cannot dispute. 1) As corroborated by the texts attached to this claim involving me and there salesperson, I presented an uncontested and undisputed (including by the business) detailed, accurate and corroborated timeline of the events that occurred. 2) as documented by his own texts, the salesperson I dealt with NEVER told me there was a contract on the car which he had a duty to do if he was dealing with me in good faith. 3) as documented by his own texts, the salesperson lied and said there was no contract on the car. 4) as documented by his own texts, the salesperson told me he would sell me the car as evidenced by the purchase agreement he sent according to him as produced by his sales manager 5) as documented by his own texts, the salesperson told me the car was at the detail shop NOT the body shop getting repaired and never told me there was any body damage even though I repeatedly asked him if there was 6) as confirmed by the texts from the salesperson, the salesperson wasted over a week of my time because he provided information during that time that confirmed, and he also repeatedly confirmed directly in writing and verbally during that time, that we had agreed on a specific and itemized purchase price to buy by the car and we agreed on how and when I could take possession of the car and other purchase details. Yet, the dealer does not acknowledge these actions taken by there salesperson and sales manager because to do so would compel them to be accountable. The fact they refuse to acknowledge or address the facts demonstrates they are wrong. The fact they avoid accountability demonstrates that there business values do not value ethics, honesty or customers.
  
  
  
  ***************************

  Business response

  01/03/2024

  We're sorry that you don't feel this matter was satisfactorily handled; however, the vehicle was sold to another customer.  There's nothing that can be done about that vehicle.  As a courtesy, you were offered a discount on new or used vehicles from our dealership. That and the apology you received are the extent of what we are willing to offer you.  

  Your stated desired outcome was to purchase a *** from another dealership, and you are of course free to do so.  
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a 2015 *** 528i on 12/31/21 and when I bought it they said it was in good condition and that any car that Isnt up to there standards they give it away to wholesale but a couple of months after Ive had the car if found out there was an coolant leak coming from the turbo, the heat stopped working and there was a coolant leak. And the transmission went out and the drive belt snapped because of the oil leak in all I had to pay $12000. If tried calling them multiple times about all the things that were wrong to the car but they said the person who sold me the car doesnt work there anymore and they cant do anything and hung up.

  Business response

  11/21/2022

  This vehicle was purchased as a pre-owned vehicle. The vehicle had over 93k miles at the time of purchase. The customer had repairs on the vehicle over ****** miles later and about 9 months later from the time of purchase. Unfortunately pre-owned vehicles can break down at times. A extended warranty was not purchased at the time of sale. Unfortunately the vehicle does not have any warranty and isn't covered for mechanical breakdown.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  my car broke down on the expressway was told my engine locked up had a warranty with carshield it took them 3 months to fix when I got it back 3 mos later, *********** guy stated that I had a little vibration in my brakes because it had been sitting up so long and that as soon as the judge whereof it should be fine. parts was missing off my car in addition to the car was overheating, I took it back they said they forgot to put a clamp on the engine 3 days later the car is jerking took it back they said it's a valve cover crack picked it up then read the invoice and it states the car have vibrations in your the brakes and it's unsafe to drive and that I declined on the last visit to get it fixed no one ever discussed it with me and when I picked the car up they told me no one It's available in the service department because they are closed

  Business response

  06/21/2022

  We apologize for the inconvenience this caused. 3rd party extended warranty claims can take extra time as we cannot work on the vehicle without their authorization to do so. Our Service Manager will contact you regarding the repairs and prior service work . We will also provide a 20% discount on servicing your brakes if you choose to do so. Thank you!

  Customer response

  06/21/2022

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

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had contacted the dealership regarding a couple of cars that I wanted to look at. One of them was a 2015 535i listed at $23,499. Upon arrival to the dealership on Thursday 5/12, the salesman that I had been talking to, ****, was not there so I was paired with another salesman, AJ. He informed me that several of the cars I wanted had already been sold, but that this one was still available. I test drove it, liked the car, and requested financing information. After receiving this information, I was told that the finance manager had left an hour early for the day and that a deal would be impossible that day. I agreed to follow up with him the following week. On Friday 5/13, I contacted my bank and received a much better financing offer. I contacted AJ and told him that I could come in and buy the car that day (Friday). He informed that he wasnt there that day and asked me to come in Saturday instead. I expressed concern about the vehicle selling in the meantime, but told him I would grab the title to my trade-in and a paper check to make the transition as easy as possible. My bank needed a **** of sale and one of AJs associates was able to send me that. He confirmed the car was still there and we agreed to meet Saturday morning. At 8:08 PM that night, AJ texted me the car had been sold. I contacted him to let him know that I already had the check and title issued and that it was going to be a $50 fee with the state of ******** to re-issue the title. He didnt care and informed me that this is why we push in-house financing. I reminded him that I had requested in-house financing and was unable to ultimately go through with it because HIS finance manager left an hour early on Thursday. I requested information about another car they had and he wouldnt even negotiate on it because it had an appointment later that day.So now Im without the car and $50 poorer, not to mention mileage and diesel for my car to travel 200 miles from my home.

  Business response

  05/14/2022

  We apologize the vehicle was sold prior to your arrival. Unfortunately another customer came in prior and the management team accepted that customer's offer. We would be happy to give you a great deal on another vehicle in our inventory that you select.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I came in to this particular dealership expecting to have an exceptional service which the salesperson was wonderful. After agreeing on a vehicle that was in my price range and test drove the *** we made it to the finance department. Let me say the vehicle was still dirty from the previous owner. There was glitter everywhere with female long blonde hair on the floor. Salesperson agreed to get the *** detailed inside and out. This didnt happen the same day because according to dealer they were busy and we would need to bring back the ***. We agreed to this because I wanted to take home our new ***. Once we sign papers and finalize the deal the finance person did not explain much and was ******* to get us out of the office because they were closing already. Few days later my *** made it back to the dealer after getting a call from the dealer stating they had a part that needed to be installed on the *** prior to being sold and we also needed to install the LoJack tracking device I agreed to be added to the ***. I asked them to do the detail they owed us and they agreed. A few hours later the *** made it back to us at the house and the ****** stated the part wasnt added to the ***, the tracking device was, and the detail was done. ****** couldnt explain anything and had no idea of anything. Detail was very poorly done. It looked like they only did a car wash and quickly vacuumed the surface but a lot of dirt was still left. Several days later I get a call from the salesperson stating they needed me to sign another paper and he emailed it to me but it was to change the loan term in which the bank didnt approve what I had already signed and finalized. They ran my credit without my permission and after telling them several times to not run my credit almost 3 weeks into the deal. Being a name brand dealer in a nice area I expected quality but had a very bad experience. They kept wanting me to sign the new terms, they back dated the paperwork to the original date.

  Business response

  04/24/2022

  We apologize for the experience. We will gladly give you a full ********* of the vehicle to make sure it is cleaned to your satisfaction. Regarding loan terms certain banks often times will require stipulations on the loans, this can sometimes change after signing documents due to banks verifying employment and income or other circumstances on your credit bureau. That *** require a resigning of loan documents. In signing a credit application with us you authorize us to submit to lenders to secure your loan rate and terms. We will be happy to work with you to help make sure you are satisfied with your purchase and terms.
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an automobile key from ********* online store on 12/27/2021 for $132.19 and $7.01 for shipping. The total came to $139.20. Transaction number *****.Earlier, after previously talking to multiple ******** dealers trying to find an afforable price for a key, I was informed that a valid driver's license and registration would have to be emailed to the parts department in order to purchase and have them ship me out a key. This information was nowhere on Zieglers website. I contacted the parts department at *******( after paying for the key and shipping costs listed online order # ***** ) and asked them where I needed to email these documents to to complete our transaction.I was informed I needed to walk into their store to do this transaction and then canceled my order on me without my consent.I called today( 12/28/21) and tried to talk to the parts manager about my order.He was not available. I did however talk to a man named ****, who eventually said they would allow me to send in my ID and registration via email but that the price would now be $180 for the key and $30 for shipping and that they would not honor the online price at which I orginally bought the key at nor the shipping cost. Both which I paid in full online.I feel this is unreasonable, that they should honor the price (for the key and shipping) listed on their website and accept my ID, registration and title for the vehicle via email as **** and the other ******** dealerships said that they would do.

  Business response

  01/09/2022

  We will honor our pricing if it is the same key and part number that was ordered online. However a valid driver's license and registration card matching the driver's license is required for all key purchases. Thank- you!

  Customer response

  01/10/2022

  In my complaint there are two issues. I accept the fact they are agreeing to honor the original sale price of the key that was originally purchased. However, they still haven't addressed the acceptance of the credentials via email OR fax in order to purchase the originally ordered key.
  **** in customer service stated he would accept valid credentials via email although he was raising the price.
  Under the original price agreement that they are agreeing to, will ******* *** accept valid credentials for the purchase of the original via email or fax as **** in parts said that they would?
  Sincerely, Will *****

  Business response

  01/20/2022

  Zeigler will honor the price of the key; however, Zeigler will not ship keys.  This is clearly disclosed on the shipping policy (please see attached).

   

  Thank you

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

*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. ↩