Complaints

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 had a couple of issues with dealer and I wrote a review and the dealer said he would contact me. I was told the tires would be replaced and the dealer installed budget tires which I complained about. The dealer said all cars get 128 point check and I brought the car to local ***** dealer and the car needed repairs which they overlooked. The finance manager, ****, was told we had a credit union (*****************************) but he gave us a loan with ****************** with a higher rate (6.49%) for 78 months. I am in the process of refinancing the loan with ***************************** (6.29%) for 72 months. I complained about only receiving (1) spare key fob and dealer did credit me amount and asked me (new customer) to replace a primary key fob which I did at local ***** dealer. SUV was missing engine shield and dealer refused to replace. ***** dealer would replace engine shield for $500 at my cost. Dealer never called me back on any of my concerns.

  Customer Answer

  Date: 03/26/2025

  I reached out to Autobahn Sales Manager and he never contacted me.  I was told he would get back to me regarding tires and no response.  I expect ***** **** to call me back.

  Business Response

  Date: 04/10/2025

  To whom it may concern,

  We have corrected issues that he has presented us with at time of purchase (4 new tires) which we did replace, these were not budget tries as the client states. Our initial safety check which no control arm ball joints were mentioned. The tires that were on the car originally were above safety rating however we wanted to complete the clients request and conduct business with him. We have responded to this client multiple times with no response to him (myself and my 2 other managers here, in the meantime he keeps re-posting a ****** review saying that we are not responding to him.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23118690
  
  I am rejecting this response because: No one from Autobahn called me in response to my ****** review.   I did call Autobahn and ***** (sales manager) told me he would call me back about Otani tires (no callback)!    I asked him about missing engine shield and he declined to replace it.  Bottom line for me is I brought my new purchase to ***** dealer and they repaired it under warranty.   Autobahn left me with Missing key fob, repair issues and no one called me back.  I also had to refinance for a better interest rate on my loan with my existing bank.   As an Autobahn customer, I reported the dealership as average and nothing has changed my opinion.   
  Sincerely,

  
  ****** *****

  Customer Answer

  Date: 04/22/2025

  The dealer claims he made several calls to me to resolve my issue.   I am a former ******* manager and I have the call logs for my phone since 3/4/25 and at no time did Autobahn reach out to me.   The only contact I have had with Autobahn is with their finance manager.   I paid Autobahn $3,950 for an extended warranty which I cancelled.  I also refinanced the loan given to me by Autobahn and refinanced with my local bank for a better rate and shorter term.  We signed the purchase and sale with Autobahn on 3/4/25 and I am still waiting for my refund.   I had one conversation with ***** ( sales manager) initiated by me and he promised to call me back about the tires (no call).   I do appreciate BBB contact this business but it is obvious to me that they are not interested in making this right.   

   

   

• Initial Complaint

  Date:03/13/2023

  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 my vehicle from Autobahn USA in 2022. After having it serviced at a BMW dealership, I found out it had been in an accident that wasn't disclosed to me. Although Autobahn USA says they only work with CarFax, they are owned by McGovern Auto, who also owns a BMW dealership, so it seems very odd that they wouldn't have known about an accident that was reported in the BMW database. Looking at the Carfax, my car doesn't exist until Autobahn USA purchased it from ******** Auctions in 2021. The first 18,000 miles don't have any history to them. None of my BMW services work in the vehicle. The vehicle comes with Live Cockpit Pro including Navigation, Apple CarPlay Compatibility, Connected Pro Package, and ConnectedDrive services. Those are all subscription based services through BMW but when I contact BMW North America, they can't seem to find my car in the database. It seems the vehicle was taken delivery as an executive vehicle for  BMW headquarters in **********, and thus it was never put through the "RDR" inspections and services to make the car ready for sale. Because they didn't happen, BMW cannot locate my car in their systems. I was also told a vehicle that had not gone through those steps should never have been sold through auction to anyone other than a ***-specific dealership. When I contact Autobahn USA about the situation, they don't offer any help. They tell me to go figure it out through BMW North America but that can't be completed without dealer intervention. When I continue to ask them for their help, they keep giving me the answers and offer no assistance from themselves. I purchased a car with a factory warranty as well as purchased an extended warranty and I feel like these issues should be resolved by Authbahn USA. Otherwise, I feel as though they are selling me a car that is not what was advertised, seeing that most of the options don't work. Thank you for your attention to my situation.

  Business Response

  Date: 03/28/2023

  Hi 

  Every vehicle we sell comes with a Carfax history report that was purchased by us at the time of sale. Carfax and Autobahn USA does not guarantee a vehicle has not been in an accident prior to the new ownership. We disclosed this at the time of sale where ************************* signed a copy of the Carfax that he has received a copy and read the disclosures. In the Carfax disclosure,it says Other information about this vehicle, including problems, may not be have been reported to CARFAX. Use this report as one important tool, .. to make a better decision about your next used car.  
  

  Autobahn USA does NOT have access to the BMW database and due to privacy laws, some information is not always provided to us. We did not have any information that this particular BMW that ************************* purchased was in an accident before ************************* brought it to our attention. We feel very bad that this accident is not reported on the carfax and is willing to offer to purchase the vehicle back from ************************* with a market, mileage and wear/tire adjustment.
  

  We have been working with a BMW dealership and BMW North America to help ************************* with getting his connected drive services to work. The problem is we want to help ************************* but we dont have any access to BMW connected services because we are not a BMW dealership. We asked a BMW genius who deals with the connected services to assist ************************* when BMW North America rectifies the problem on their end. 
  

  Customer Answer

  Date: 03/31/2023

   
  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.
  

  Ultimately, I would prefer if they could help me get the car properly imported to the U.S. through BMW If Autobahn USA will help me get the vehicle to work properly with the functions as advertised, that will be acceptable. 
  

  If that cannot be done, then I will like to see what they will offer me as a buy-back. Thank you for your time. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/21/2023

   After my first complaint, Autobahn USA offered to purchase the vehicle back from me but we cannot come to a settlement. They offered me $27,200, which is far below the value of the vehicle. This issue will be resolved if they purchase the vehicle back from me for the actual value of the vehicle or they resolve my issues of not being able to connect to BMW.

• Initial Complaint

  Date:01/30/2023

  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.

  Bought a 2020 Acura before Christmas, picked up car and a few weeks later passenger seat started peeling. Looks like repair was done prior to pick up and it didnt hold. Made calls to salesman and he had me come in for another repair - they sealed and painted the seat. 3 weeks later its peeling again. Went back to dealership and was told by sales manager he cant help me and hes not going to be pay to replace cover. Now I have this car with a peeling seat and cheap repaired tears. He said there was no point in repairing again because it would keep happening. Service department told me it would hold as long as I didnt wipe seat with cleaner for several months. They dont stand behind their service and sold me a car with cosmetic issues and no resolution.

  Business Response

  Date: 02/14/2023

  Hi 

  We sell all our pre-owned vehicles with confidence and provided the consumer with the Massachusetts Used Car Warranty. Looks like the complaint was filed by the customer's wife. We don't have any problems addressing and making proper repairs for safety or powertrain related issues. The customer purchased a 2 year old vehicle with 31,688 miles at the time. It goes without saying the vehicle was used and not a brand new vehicle. After a few weeks of owning the vehicle, the customer's wife complained about a small scratch on the passenger seat. The leather on the seat is a wearable item, where after time it wears down and could be easily scratched. Even though we are not responsible for future scratches on the interior or exterior of the vehicle. We asked her to bring the vehicle in and see if we can help her out by getting the seat detailed. Please note customer signed a document that states they are taking delivery of the vehicle in its current exterior and interior state because it is a used vehicle. Document can be provided if necessary. Since the detail would not fully fix the scratch, we offered a goodwill gesture by paying for a leather specialist to come out and repair the seat so the scratch would not show. We have spent numerous amounts of time and money to try to appease her. A few weeks later after the repair was done, she came in to show us that the leather was flaking. We explained that the leather repair looks like it was damaged,like someone scratched off with a finger nail and that is why it was peeling.She demanded that we replace the whole seat cover because in her mind she purchased a brand new vehicle and it doesn't matter that it was used. It was very difficult to work with the customer's wife who was calling me stupid numerous times. Even with rude comments, we offered to replace the whole seat cover at cost pricing. 

  Thank you
  *******************

  Customer Answer

  Date: 02/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Hello, Unfortunately ************ made several comments in his response here that do not match any of our conversations. I never once called ************ stupid, I also never said I bought a brand new vehicle. What I did say is  that I was told the car would be detailed before picking it up and that was never done. We picked up the car in the evening with two small children and I was very pregnant. I did tell the salesman that it looked like the car was never detailed like he said it would be. I have emails and text going back and forth about this issue with the salesman - Fred before having to speak with ************ personally. I explained that after having the car 3 weeks I didnt expect to have a peeling leather seat. It was never a scratch.. a large portion of the seat had pieces coming off which I do have photos of. ************ has chosen to be dismissive and condescending through this entire experience. He referred to me as "Karen" upon talking to him in person and now here, as the customers wife but I'm also a customer. He also claims a finger nail caused the damage in his response.. a fingernail is not going to cause pieces of leather to come off. What would be the point of doing that? I told him I would be perfectly happy with an appropriate repair being done. His response to that was that the leather would just continue to peel and a repair wouldnt last. He also said here he spent countless amounts of money to please me. I saw the receipt in the office and it said the cost of their repair was $140.00 dollars. I never demandedanything. I asked that if he couldnt stand behind his repair that maybe they would replace cover? My experience has always been that a good car dealership provides good and fair customer service if they want repeat customers and they stand behind their repair work. This gentleman doesnt seem to care either way. The attitude changed as soon as we drove the car off the lot and has been abysmal ever since. 

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

  Business Response

  Date: 02/15/2023

  Yes you are a customer, my reference as the customers wife is only for compliance protocols so my team does not release documents openly, I apologize that this offended you. I apologize I called you Karen because I was told by my salesperson your name was Karen. We have no problem standing behind a complimentary repair that we are not responsible of doing in the first place. We hold ourselves accountable for any work completed regardless of who pays for it and that is why we offered to try to repair it again for free. The repair does require a couple of days to cure and not be tampered with. A goodwill gesture that is turning into exorbitant cost above our means doesnt sound very reasonable. 

  Customer Answer

  Date: 02/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  So now its a good will gesture and ************ wants to fix it again? Its not a good will gesture when you sell me a car with a seat that falls apart in 2-3 weeks time. And then proceed to try deliberately insult me/intimidate and me,  pass on untrue information when I take action. *********** told me he didnt see a point in repairing it again because it would fall apart again and it was considered wear and tear. This car is two years old. I have never seen a vehicle had a peeling leather seat in 2 years time. So that is when I brought up the seat cover replacement. At this point I think ************ is all about playing games and Im looking for a resolve. After the first repair the service department told me not to wipe it with anything for 6 months. No one sat in that seat for nearly 5 days and it was peeling after only a few weeks and this time much worse. I think ************ needs to look into hiring a different person to do the repair work because it doesnt hold. He knew my name wasnt Karen and he knew what he was doing when he called me the customers wife.. 

  This behavior is very confusing and disturbing to me for a general manager in the sales industry. 

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