ComplaintsforBMW of Annapolis

• Initial Complaint

  02/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I call BMW around Feb 11,2023 to have issue address with my tire being fix and when doing so I got hung up on five times and place on hold 30min. Granted it was around 12:30 noon, so they were closing soon but I had nail in my tire and BMW do not give you a spare and no emergency repair shop to address these types of issues. So when I did get someone they were nasty to me. No apology or nothing and I had my vehicle service there many of times. I have a service plans for tires and other services with them. So the earliest was in three days for an appointment with a nail in my tire, seriously? So I call Rockville BMW , they were able to fit me in on Monday at the earliest , I guess something was better than nothing still wasn't happy with level of service from BMW, I expected more silly me? They need to do a better job with theses types of situations and they customer service needs a overhaul terrible customer service. I will never recommend BMW and get another one I'm trading it in the first chance I get.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a brand new 2020 BMW X3 from This dealership this last month I was driving and the entire engine fell out the vehicle. I went to another bmw dealerships and had to get a new engine installed luckily since it was new vehicle it wasunder warranty I told dealership and manager never reached out to me. Now the dealer says I need new tires only 40k miles on car. This new car is worse than an old one. Dealership never help with getting me advice more another vehicle This a manufactured degect

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/08/23) */ The statement below is from Richard **** (General Sales Manager): Ms. ***** bought this vehicle NEW on 7/18/2020. VIN # ***************** / 2020 BMW X3 MILES 27 I received a call from the customer maybe 2 months ago regarding her vehicle (engine falling out) She said it was at Passport. She said she was calling to let us know. I told her to let us know the situation of the vehicle. Never heard back, called her a few other times and no response. So she did not buy it last month. She bought it over 2 years ago. it now has over 40,000 miles on it. I don't think the engine "fell out" of it. The engine may have failed but it sounds like the other BMW dealership (Passport BMW) is repairing/replacing it under warranty where there will be no charge to Ms. *****. As for the tires, 40,000 miles is just about all that tires last. Steve **** General Manager BMW of Annapolis Consumer Response /* (3000, 7, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The engine should not fall out a new vehicle I spoke to Thomas several times. And all he said was come in to buy a new car I have a receipt from suitland bmw I can send which showed they replaced entire engine. This is poor contruction by bmw Business Response /* (4000, 9, 2022/08/26) */ I don't understand what she is asking. In the section above it titled "Desired Resolution" there is just one word - "exchange". What does this mean? Exchange the engine that "fell out". Passport BMW already did that. The bottom line is that the vehicle experienced some sort of failure and it was repaired under the manufacturer's warranty at no charge to the customer. What more is there to do? Steve **** Genera Manager BMW/MINI of Annapolis

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a 2011 Lexus ES350 from BMW of Annapolis on March 11th for $18,436 plus $499 in Dealer Processing Fee, which I am currently financing. They told me the car was fine and had just passed Maryland inspection. At the time of purchase the car had 86,310 miles on it. At the end of July my car start driving weird, and I could not drive it at all. On August 1st, I took my car to ******* ***** of ALEXANDRIA to get a diagnostic. On August 2nd, they emailed me back my results from the diagnostic and expressed that the transmission is slipping and needs to be replaced. Mostly everything on this car is failing or cautioned to be replaced. The total cost to repair my car is almost 16,000. The car now has 90,724 miles on it. I work from home and only drive my car to take my son back and forth to school. I contacted the dealership and they expressed it is nothing they can do. I would like at talk to an attorney to see if I can get my car repaired or get a full refund. I know Maryland has the "Lemon Law" and I want to know if my case would fall under that category. Any help or advice is appreciated!

  Business response

  09/16/2022

  Business Response /* (1000, 5, 2022/08/10) */ Although it is unfortunate if in fact the transmission has gone bad the customer did have the opportunity to purchase a warranty at the time of purchase of the vehicle. A transmission failure often gives no notice before it goes bad so we would not know this would happen in the future when we inspected it. In other words one day it works and the next day it does not. It is just the nature of automatic transmissions. Additionally, the time and mileage between the purchase of the vehicle and the transmission failure was outside of any warranty that came with the vehicle. 4+ months and 4K+ miles is more than 4 times beyond the 1 month 1K miles that is included at time of purchase. Regreatably, the customer should have purchased a warranty when purchasing an older vehicle with high mileage on it already. It is now a 12 year old car with 90,000 miles. I am sorry that this is not something we can cover. Steve **** **************** BMW/MINI of Annapolis Consumer Response /* (3000, 7, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) A transmission failure or anything that is wrong with the car, the car will let you know. The Lexus that I got from this dealership warned me when something was wrong by showing a message on the screen to let me know what I need fixed. This business lied about this car passing *********** Cars just don't stop working for no reason. Why would I pay an extra hundreds of dollars for a warranty that wouldn't have even covered what I needed fix in the first place? I would have waisted my money purchasing a warranty. The mileage only increased because I drove my car out of town, other than that I drive my car less than 10 miles a day. This car is 11 years old and has way less than 100,000 miles on it which is good but the transmission is bad and you knew this before selling this car. This is the worst dealership to do business with. I should have read other reviews before shopping here. I will be contacting the attorney general for their help as well. Business Response /* (4000, 9, 2022/08/15) */ As stated in the first response. The car came with a 1 month / 1,000 mile power train warranty. The failure occurred well outside of those parameters over 4 months and 4,000 miles. It simply is out of warranty this much time and miles after the purchase.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing this complaint on behalf of my son, who purchased a 2013 BMW 5 SERIES, VIN: WBAXH5C50DDWXXXXX, on June 5, 2021. From who my son considered a reputable dealership. I gifted my son five thousand dollars to help him purchase the car. On January 25, my son was driving to New Jersey, and the engine light came on and signaled him to pull over immediately, which he did. The car broke down in Elkton, MD; he could get it to the closest truck stop. We had the car towed to BMW of Annapolis and had to pay additional money because our roadside assistance did not cover the total cost of the tow. Once we got to BMW, they diagnosed the car a day or two later as having a bad engine that needed to be replaced and was not drivable. My son did not purchase an extended warranty on this car. In hindsight, he should have, but he chose BMW of Annapolis because he thought he was buying a good product. We had several conversations, some not so good, and other much better with the BMW staff. The service manager (****) understood the challenging situation we were in and recommended we call BMW Customer Care. They told me that since my son did not purchase an extended warranty, there was nothing they could do, and they would not transfer me to a manager or anyone else to talk to; it was the worst experience. We later reached out to the sales manager, who contacted BMW and came back with an offer to pay half of the sixteen thousand dollar cost for a new engine. Not having eight thousand laying around, my son applied for loans and could not get approval for more than fifteen hundred. As his mother, I had already given him 5K, and I recently purchased a home and could not help financially. BMW did give my son a loaner for about two months. So as it stands, we have BMW sitting at the dealership that is still being financed and can't be driven.

  Business response

  05/31/2022

  Business Response /* (1000, 5, 2022/05/18) */ The information the customer provided is correct. Unfortunately BMW is unable to assist, so the dealership has offered to cover half of the repair. No work has been performed, and cannot be until the funds are secured.

• Initial Complaint

  08/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have not been able to speak with anyone over the phone regarding service for my BMW for the past three days. I finally was able to get in touch with someone named Ali and he instructed me to hold on the line while he passed me back over to the service line with no further assistance despite me informing him that I have not been able to get in touch with anyone regarding service for my car when I call the following number ************.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/08/06) */ We have reached out to the customer and have scheduled an appointment for service. thank you

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