ComplaintsforLaurel BMW of Westmont

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a *** 3 series M340i xDrive from this location in August 2023. It was certified pre-owned and came with 1 year manufacturers warranty. The car is prompting for a software upgrade. Certain conditions have to be met, such as the battery needs to be of a certain level. However, the battery in the car slowly discharges due to a defect (it was in the certified pre-owned previous owner service notes). Laurel BMW of Westmont REFUSES to help replace the battery and install the software upgrade, when the software upgrade failure is caused by the battery defect. Instead, they are requiring me to pay $260 for a software upgrade, when the battery itself is the issue.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Bought a vehicle and paid in full in early November still have not received vehicle title. No contact from dealership on the matter unless I initiate it and have been given excuse after excuse. It appears the dealership did not get a proper tile when the vehicle I bought was either traded to them or sold. I cannot register the vehicle without a title. The vehicle was paid in full by a cashiers check before it was delivered to me.

  Business response

  02/19/2024

  Title has been received and overnighted to the customer on Friday Feb 16th.

  Customer response

  02/21/2024

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

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4-1-23 I purchased a 2017 Land Rover discovery(check in hand for $32,500) when driving the vehicle that night the engine light came on the next morning was a Sunday they was closed I called Monday morning the sale guy told me to bring it in the next morning(Tuesday) they kept it for a few hours called my vehicle was ready there was nothing wrong the engine light had went off by the time they checked it if there is no light on they wouldnt be able to detect anything I told the sales guy I didnt want the vehicle he told me this is a nice truck he went in spoke with the service guy himself in he said for me to get this vehicle its a great vehicle in the guy works for Range Rover so now about a month or so the engine light comes on again he says its gonna go off its me not putting the gas cap on correctly. But I had not even got gas but the light did go back off now a month goes by in Im driving in the engine light comes on again I call him in drive right over to the dealership get there the light is still on this time they tell me I need 2 sensors in a oil change because my oil is low in I will have to pay outta pocket because now my 90 days warranty is out. I spoke with the manager on or around 8-4-23 he told me they will cover the cost 100%.. but the parts is on back order at Range Rover so I can still drive my car nothing is gonna happen its fine now the light is back off again. A week later Im driving on my way to work one morning my oil light comes on I calls the service manager he tells me to bring my car in so they take my car for about a hour gives it back to me says your oil is low we topped it off you ok til the parts come in call me if anything else happens I leave going to work the light is now off again Im 2 miles away the oil light comes back on I call he says come back now u cant drive it.just for me to get a call a week later the service guy (not the manager) whom I been speaking with to tell me the problem with my car is internal in the engine in they dont have the tools to say whats wrong with it because they fixed the sensor in its still having the same issue I have to take it to Range Rover because they cant do a diagnostic on it ( they are the ones who did the diagnostic in said it was the sensor) in I will have to pay the cost outta pocket because Im outta my warranty. I have been having this problem since the beginning within 24 hours of buying this car.

  Business response

  09/29/2023

  We are currently working with the customer to repair the vehicle, we have the customer in a loaner vehicle while we repair their vehicle.

  Customer response

  10/31/2023

   
  Complaint: 20570293
  
  I am rejecting this response because:
  No this is issue has not been resolved the dealership has had my car for almost 3 months I took my car to Land Rover like I was instructed to do Land Rover says I need a new engine the dealership is saying the warranty should cover it but the warranty saying I bought that car with a bad engine the dealership should cover it I bought the warranty from the dealership. All they is doing is giving me the run around in have me in a loaner vehicle. 
  Sincerely,
  
  *********************************

  Business response

  11/17/2023

  The vehicle is currently being repaired and will be completed by the end of the month.

  Customer response

  11/17/2023

   
  Complaint: 20570293
  
  I am rejecting this response because: this is my first time hearing that the car is being repaired. I just spoke with the dealership on yesterday in was told they are still waiting on a response from higher up. But this is glad to know.
  
  Sincerely,
  
  *********************************

  Business response

  01/24/2024

  Laurel *** has issued a check to ******************** for $4,000.00 out of Goodwill, we have recommended that ******************** take her vehicle to the Land Rover dealer if any other issues may arise as she has a warranty.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from Laurel BMW of Westmont. I am located out of state, and the vehicle was delivered on 5/31/2023. Immediately upon driving the vehicle, it has multiple issues. One, the check engine light came on as soon as driving for the first time. I was directed by my sales representative to take it to my local *** dealership. My local *** dealership found two main concerns. One involved the battery and the other the catalytic converter. The battery was basically dead and needed replaced and the catalytic converter shows signs of failure and setting off the check engine light. The failure code was found to be present at the mileage at the time of shipment of the vehicle. The catalytic converter condition does not match that of the pre-owned inspection sheet provided to me as condition of sale of the vehicle. I was directed to get the diagnostic and battery replaced and received assurance that Laurel BMW of Westmont would pay for those expenses. However, in subsequent discussions, they did not offer to assist with the catalytic converter and claim that it is not an issue they can cover because their inspection sheet says it was in good condition when they inspected it. This is very concerning that the inspection sheet does not match the actual condition of the vehicle. This dealer lied to me. Furthermore, the reimbursement for the diagnostic and battery replacement still have not yet been received over 2 weeks later and their responses have been extremely slow if present at all. I've communicated many times to them on this issue, including up to the General Manager. I've received almost no assistance other than an "I'm sorry" and a wish they earn my business in the future. At this point, unless there is substantial financial compensation for the catalytic converter and apology for the lies, I would not trust this dealership in the future. I am happy to provide documentation to all of the above claims and communications.

  Business response

  06/28/2023

   

  To whom it may concern,

  We have been in contact with ************ about the issue with the vehicle and apologized for the inconvenience to him.  We have since sent him a check for the repairs of the vehicle.  We have reached out to him to make sure that he received the check and there are no other issues.

  Customer response

  06/30/2023

   
  Complaint: 20212725
  
  I am rejecting this response because:

  The bottom line is the check engine light was present at the time of vehicle sale and delivery.  It is on due to the failed catalytic converter which was not properly disclosed or identified at the time of sale. ****** *** has since claimed that the inspection sheet is correct, even though physical and electronic evidence proves otherwise.

  
  After being confronted with two issues: 1: battery and 2: catalytic converter/check engine light.  Laurel *** only paid me for a replacement battery, which was also failed at time of delivery. They did not address the check engine light or catalytic converter issues that were present on the car, unbeknownst to me, at the time of sale. As I explained to them, and provided mechanic report showing the historical record of, the check engine code was present at the exact mileage of delivery. The catalytic converter should not have passed vehicle inspection at Laurel ***. Once I received the vehicle, I communicated the issues immediately with Laurel ***.  My sales representative with approval from his management DIRECTED and AUTHORIZED me to bring the vehicle to my local *** dealership. The local dealership found immediately the failed catalytic converter.  Laurel *** falsely claim the vehicle passed the AutoNation inspection process but it should not have. See attached pictures of damage which was missed (or hidden?). As is clearly seen in the photos, the catalytic converter has white residue, which is indicative of overheating.  But even more damning than that is the fact that the check engine light shown in previous report, points exactly to the catalytic converter being failed!  Clearly, the rusted out bolt and hanger does not happen overnight and this is one more sign of a missed/faulty inspection.  The simple fact is these issues were present at the time of sale and not properly disclosed  

  I would accept if Laurel *** would pay for a new catalytic converter or replace my vehicle for another vehicle of the same model and equivalent or greater value.  Now I am stuck facing approximately a ~$3,000 repair.

  
  *** corporate has also been contacted and I am in discussions with them as well but have not yet received any resolution. Complaints also will be made to the ******** authorities due to the suspected fraud committed by Laurel ***. 
  
  

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

  Business response

  07/11/2023

  resolved the issue by paying the customer for the service issue.

  Customer response

  07/24/2023

   

  I do not accept the company's response.  *********** stated they wrote me a check but it has been 9 days and I have not yet received it.

  Business response

  07/29/2023

  Check is being cut for $3200.00 and should be issued on Monday. 

  Customer response

  08/07/2023

   
  Complaint: 20212725
  
  I am rejecting this response because:

   

   

  Laurel *** only sent two checks which total to a portion of the repair bill but not the entire thing.  Therefore, I do not accept their resolution.  I informed the company I would accept their BBB resolution with positive feedback if they paid me for the entire repair bill.  But, Laurel *** decided to haggle and delay and finally only sent me only a lower amount than the repair bill.  ************ cuts corners and I do not accept their resolution.  The full repair bill was $4,216.21 and they only sent me $3,300.  I'm still being shorted $916.21.  

  
  

  I stand by my word: I will happily accept their resolution if paying me the full repair bill.  Now it is up to Laurel *** to stand by theirs.

  
  

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

   

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Quoted $155 for 3 year oil change plan. Confirmed multiple times. When arrived was offered $3000 oil change and inspection. Stated to service representative I was quoted $155, which his computer showed in appointment notes. He states an oil change for my car would be $550. I told him that wasnt what I was told and I would compromise the 155 quoted price with having a single oil change instead of 3 years of oil changes. Dealer quotes one price to bring in customers only to offer ridiculous prices when they arrive. Would not honor $155 price stated the best was around $500 for single oil change.

  Business response

  02/17/2023

  The client was incorrectly quoted the oil change price for his specific model, which should have been honored, our mistake. We would like to offer to perform an oil change at the $155 price that was originally quoted.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a certified pre-owned *** from this dealership about 8 months ago. Drove about **** since then I contacted that dealership and spoke to the used car manager about this issue a month ago. He said he can't do anything since the car is used. I paid $52k for this car. Not $8k As part of ***S *** inspection, the tech. is supposed to inspect the exterior of the car to make sure everything is up to spec with ***. I have the *** inspection sheet that I can email once I get home (currently at work). I don't think *** would let a car pass the *** inspection with the wheels looking the way they do along with the clear coat on both bumpers peeling. I contacted *** about this issue and they also agree with my statement. I had this same issue with a *** ******** I brought 3 years ago. MBUSA understood my issue and my selling ******** dealer gave me two NEW wheels. Along with 2 years of FREE maintenance. ******** paid for the wheels. I baby my cars, I don't use any harsh chemicals or brushes to clean the car. I mean come on, nobody expects to pay $52k for a car, and then a year or two after having to spend $2k to fix stuff that should've been taken care of.

  Business response

  12/15/2022

  To whom it may concern,

  The customer did not have an issue with the wheels on the vehicle at time of delivery.  Only after he owned the vehicle for several months and put several thousands of miles on the vehicle did the issue arise.  Based on the fact this has happened to two of his vehicles it could be based on driving conditions around him.  I've attached the *** inspection and certificate of coverage signed by the customer at time of delivery.  The inspection shows no issue with the wheels and the certificate of coverage shows that *** does not cover the wheels as part of the ***.  At this time, we would be happy to discount any repair of the wheels, but we will not be replacing anything as a store expense. 

  Customer response

  12/19/2022

   
  Complaint: 18511555
  
  I am rejecting this response because: I contacted the dealership 3 months after I brought the car. That's when I started to notice the peeling of the wheels and bumpers. I didn't notice them on time of delivery because clearly they were finished by the selling dealer and not done correctly. The bumpers were also repainted and done pretty s***** Hence why the finishing started to peel so early. The condition I drive my cars has nothing to do with the wheels or bumpers. I don't drive in the desert or never wash my cars. What does the way I drive my cars have to do with clear coat peeling on the bumpers lol?

  Sincerely,

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

  Business response

  12/29/2022

   

  As stated in the earlier response we will not be paying for brand new wheels for the customer.  The customer drove the vehicle for several thousand miles and has had the same exact issue with a previous vehicle.  The customer now brings up the bumpers which wasn't brought up in the previous complaint.  We would be happy to discount any refinishing of the wheels but that is it.  We've attached all inspection reports to the previous response.  The customer took delivery of the used vehicle without any concerns and only after it was in his possession for several months and thousands of miles did there become an issue.  

  Customer response

  01/02/2023

   
  Complaint: 18511555
  
  I am rejecting this response because: The bumpers were brought up in the original complaint. How much of a discount am I looking at for the wheels? Also, is there any kind of warranty backing up the refinish? Is it going to look factory? 
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought in the car, a 328 *** to get repaired at *** , adjuster **** first stated that all was going to be covered under the warranty, we have Toko, then stated that we have to pay for the spark plugs replacement, as they were not covered under the extended warrnaty, even tough they told us first that all was covered, they kept the car for a week, and were supposed to also fix the lights, the tech stated that he repaired this, but when we got the car the repairs were not done...the lights were still the same, after speaking with the adjuster, the tech admitted that he did not even touch the car, the car was again brought in to have it repaired, and spoke with the Director, and manager ****, who assured me that they would. The car was brought home, and a few hours later, the same issue with the cyclinder misfiring. We brought the car back to the dealer, and now we were told that the issue was that they did not tighten the clip leading to the fuel injector. After this was tighten the car ran ok for a while, but now experiencing the same issue, as the car was repaired under extended warranty, it is under the law, responsibility of the ***** to repair it correctly as the repairs are guaranteed under the written contract. At this time one of the mngrs, **** refuses to work on the card and asks us to get a nother dealership to service this card, which is considered an illegal practice, I am seeking damages and will lead to possible legal actions against this dealership.I would like to resolve this amicably, but may recourse to legal actions , if not resolved.

  Business response

  10/26/2022

  To whom it may concern,

  The fuel injector that was replaced was covered by the client's extended warranty. The spark plugs were not covered by the client's extended warranty, the owner of the vehicle authorized the replacement of the spark plugs after several days, not because the vehicle was not worked on, but was not completed while waiting for the authorization of the spark plugs. Once the repairs were completed, the clip for the injector did need to be readjusted, the owner's father felt that the dealership should be responsible for the spark plugs that were not covered by the owner's warranty. The Service Director and Service Manager spoke with the client, who paid for the spark plugs that were not covered. The client stated that he is not allowed at another local dealership for similar reasons, and as such, we are no longer doing business with the client due to accusations with no credibility.

  Customer response

  10/27/2022

   
  Complaint: 18312891
  
  I am rejecting this response because: 

  We have the conversation recorded. Sfter the nusiness claimed that the problem was fixed  the car exibited the same problem with sputter starting and misfiring of the cylinder 7. 

  The car was brought in again, and we were told that the issue was that thry forgot to tighten the fuel injector clips.

  The Tech who worked on it even stated that sometging was not done  right. The car still exibits the same issue  thus the repair was mot completed. Or not completed correctly as the csr stll has the same misfiring issue. As we paid for repairs and thecrepairs are guaranteed, but the car has the same issue   thr dealership has a legal.onligations to correct the problem  we paid for under the extended warranty agreement. And yes we were tlod that all was going to be covered...but then changed their statement after they already had worked on the car.
  
  Sincerely,
  
  ***************************************

  Business response

  10/31/2022

  Our technician did state that the clip needed to be resecured which was done at the last visit but did not state that there is still something wrong with the vehicle. It has now been approximately one month, and if there is a new concern with the vehicle, regardless of if the running condition is the same when the last injector failed, that does not mean that it is covered by any type of warranty.  As a dealership, we cannot state what is covered or not by a third-party warranty, so if there are coverage questions, the client may call the extended warranty as dealerships can only replace what is authorized by the extended warranty, and if there are additional, customer responsibility items that are not covered, that is up to the client to authorize additional, non-covered components. As the client has stated, he is not satisfied with our service, and we have decided, as per the discussion with the client at the last in-person meeting, we will no longer be servicing his vehicle as the other, local *** dealership has done, as well.

  Customer response

  11/02/2022

   
  Complaint: 18312891
  
  I am rejecting this response because: 

  the dealership has a legal and binding duty to fix the problem, they claimed to have fixed, the car is experoencing the same issue as when it was brought in, thus the issue was not corrected, and all repairs are guaranteed under the contract. The dealership was paid for services not rendered as the issue with the misfiring continues, after they claimed to have fixed it.

  The refusal to do so, will lead to a law suit. We had agreed to have the car fixed, and as a result of not being taken care of, and the fact that your rep.misquoted, you had agreed to reverse the charge of 200 for the spark plugs, but correct the issue.You have failed to.correct the issue. 

   

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

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new *** from Laurel *** on July 29th. It as been 31 days and I have not received my registration paperwork. ******************* *************) promised it would arrive August 30th and he failed to deliver that paperwork. He provided no explanation but only excuses ( third party does the work ). I contacted ***************************, the vice president of Investor Relations of AutoNation in ************************ who assured me that the issue would be resolved. To date nothing has happened. Laurel *** has my money and I am driving my *** without a registration. I hope I do no get pulled over by the ********* Highway Patrol. I have informed AutoNation that I am filing a motion to compel in Hennepin County Court to obtain the registration.

  Business response

  09/06/2022

  We were able to get ********************** registration and plates expedited with our third party titling company.  He now has both his registration and plates and is happy.

  Customer response

  09/10/2022

   
  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.
  
  

  The Laurel *** team were awesome, they worked very hard to get results.  Thanks to ******* from AutoNation I got my plates and registration as fast as was possible given the state governments were slow in processing the work. I would highly recommend purchasing your car from Laurel *** !

   

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

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used 2014 ******** **** E550 on/about 10 May 2022. This was done all online and delivered to ****** ****. I had issues from day one, car sagging, brakes squeaking, and asked about maintenance records and emailed the salesman on 17 May 2022, no response. Emailed again on 24 Jun 2022, about no registration and Extended Warranty paperwork, no response. I posted a negative ****** review, and the dealer posted to call them. I called them and they thought I was calling about a prize or something. I explained my issue and they said someone will be in contact with me. No one called me. Since then, I have received tags about 2 months late and still to this day have not received any Extended Warranty paperwork. I have no idea who it is with and if it is with Autonation, the closest repair is over 6 hrs away. I emailed them again on 15 Aug 2022 and explained my situation and as of this day, I have not received a response.

  Business response

  09/01/2022

  We reached out to ****************** to answer any questions that he had.  Our finance manager went over the extended warranty that ****************** purchased and he has chosen to keep the coverage as it is available to be used at his local service center.

   

  Thanks,

   

  *****

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I came into the dealership of Laurel BMW of Westmont service department. Ask for oil change brake repair and coolage service. After leaving the service rep. ****************************** reach me said they will service everything I ask but the brakes are good, the last time they service my brakes they just forgot to reset the brake lights. I said ok thanks. He the. Stated they suggest other maintenance on the car. I said no thanks just what I ask for he said ok. ***************************** later called back and said they took my car apart and decided not to just fix what I ask for but more work is needed, or to pick up my car with a tow truck. I said no, just put my car back like I brought it the the service department, and I said thats wrong. So they went ahead to fix all the problems and after I picked up my car the **** they gave me was over $5000. I took my car home, I have problems that I didnt have, the car is very shaken, the brake lights is on, the brake fluid light is on, the transmission light is on, my tire rim caps is missing, the door doesnt lock, my engine light is on, etc. Westmont *** will not respond To my calls, or voicemails. *************************, ************. ************************* Thank you

  Business response

  07/07/2022

  We are currently working with the customer on a resolution.  The vehicle is here now.  We were initially unable to do service on the vehicle because of a severe oil leak that the vehicle had.  That has been fixed and we are looking into the other issues and will try to come to a fair resolution that works for both parties.

*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. ↩