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:11/25/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 a car 2013 ***** Odyssey that was said to be Maryland inspected and passed from BMW of CAtonsville on the 12th of October, 2024. One the 13th, I contacted them about damages that was not disclosed, One the 14th , I took the car back as the check engine light came on. Two weeks later, they called me that it was fixed and I had a new catalytic converter and gaskets. I received my car close to the end of October and within 3 weeks, I have contacted them because the check engine light came on and the codes from the diagnostic says it it the catalytic converter. I have been in contact with ***** the sales person but he claims my warranty has expired. My concern is first, this car did not pass a true inspection as a new converter will not be bad immediately as the it is barely a month the car has been in my possession. also, my warranty should not account for the weeks they held on to my car, and ore importantly the should have done the proper fixes before selling a car and claiming it passed inspection. My hope for a resolution is that they either fix it or reimburse the cost for fixing this issue as it is the same issue I informed them about 2 days after the purchase was made.

  Business Response

  Date: 12/02/2024

  To Ms. **** **** or Whom it may concern,
  
  
  As stated in consumer complaint #********, Ms. *** Oyegun-igile purchased a 2013 ***** Odyssey with 167k miles on it from BMW of Catonsville on October 12th, 2024.  The vehicle had recently been MD state inspected by our service department on October 7th, 2024.  At the time of sale, there were no check engine lights present.  As stated, Ms. ************ retuned to the dealership on October 15th due to the vehicle check engine light being illuminated.  After diagnosis, our service department determined that it needed a new catalytic converter, which we replaced at that time.  Both the MD state inspection invoice and the Catalytic converter invoice can be seen on the attached document.  Ms. ************ picked up her vehicle after the repair was complete.  We had not heard from Ms. ************ until the morning of November 26th when she reached out to her salesperson and left this review/complaint.  Since learning of this new concern, we have been trying to reach Ms.************ by phone but have not been successful.  We need her to bring the vehicle back to our shop to see if the recently replaced part has failed, or what exactly is causing the check engine light to come on.  We would be happy to try and assist her.
  
  As for the prior damage on the 2013 ***** Odyssey that Ms. ************ referred to.. At the time of sale, it was disclosed to her that that vehicle had a minor accident reported on its Carfax vehicle history report.  The Carfax stated minor damage occurred to the rear of the vehicle in March of 2018.  The customer acknowledged this by signing a copy of the Carfax that was printed at the time of sale, as well as signing a damage disclosure document stating the vehicle had previously suffered minor damage.
  
  We request that Ms. *** Oyegun-igile reach out to our management team so we can schedule a time for her to bring her vehicle to the dealership so we can try to help her.
  
  Should you require further information or have additional questions, please feel free to reach out to me directly.
  
  Thank you.
  
  ****** ********
  General Manager
  Direct ************
  
  BMW of Catonsville
  ****************************
  Catonsville MD 21228
  
  

  Customer Answer

  Date: 12/02/2024

  I have visited BMW of Catonsville several times and no action was taken to resolve this issue. The check engine light came on a couple of days from purchase and had been an on going issue and shouldn't have passed Maryland State inspection. There is no way this damage occurred within hours of purchasing the vehicle, and then within weeks of repairs by BMW of catonsville. I have left several messages for *****- a manager with BMW of Catonsville. I will reach out again. The damages disclosed and those later found are not the same as claimed by *** but of most importance and concern is the check engine light and catalytic converter they claimed to have replaced/fixed but is still malfunctioning.  I just left a voicemail today 12/2/24 for *****- the sales manager. I will await his response. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22597177
  
  I am rejecting this response because:  I have visited BMW of Catonsville several times and no action was taken to resolve this issue. The check engine light came on a couple of days from purchase and had been an on going issue and shouldn't have passed Maryland State inspection. There is no way this damage occurred within hours of purchasing the vehicle, and then within weeks of repairs by BMW of catonsville. I have left several messages for *****- a manager with BMW of Catonsville. I will reach out again. The damages disclosed and those later found are not the same as claimed by *** but of most importance and concern is the check engine light and catalytic converter they claimed to have replaced/fixed but is still malfunctioning.  I just left a voicemail today 12/2/24 for *****- the sales manager. I will await his response. 
  
  Sincerely,
  
  Eki ******-******

• Initial Complaint

  Date:07/02/2024

  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 a 2022 *** 430I from the dealership in February 2024. I add to additional warranties to my car that I did not used and requested a fund for both in April 2024. The first warranty refunded to my finance company, Ally within 48 hours but the warranty that was provided by BMW of Catonsville still has not refunded. I was told it would take six weeks and six weeks ended June 1 2024. **** is the finance representative Ive been dealing with but Im getting the run around.

  Business Response

  Date: 07/11/2024

  Please accept our apologies for the late response.   It took a few extra days for our General Manager to connect with Mr. ***********  Please see the attached file copy of the check that was issued to the lienholder for the refund of the Auto Armor product that Mr. **** decided to cancel.   This should conclude this matter, but if anything else is needed, please let me know.

  Thank you.

• Initial Complaint

  Date:02/09/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  On 12/1/2020 we purchased a used vehicle from the dealership which included a pre-paid maintenance plan for $3,499 that we were told was for 5 years~ which was the reason we bought it. However, when we went to drop our vehicle off this past September for an oil change we were told that the plan had run out the month before because it was running off the date of the original sale date not the date we bought it. I would have never purchased a 5~ year maintenance plan knowing that 3 years of that plan were already gone. My husband visited the dealership to understand what happened with the finance manager and was told the same. There is no where in our purchase paperwork that we signed anything indicating that this plan would have started 3 years in the past. We ended up having to pay for the service out of pocket ($115.74) at the time but this is unacceptable and dishonest.

  Business Response

  Date: 02/12/2024

  BBB

  We were unaware of this concern until we received the consumer's complaint from BBB.   Upon looking into the complain, we can see why this was misunderstood.   On Friday, February 9th, our General Manager, David ***, contacted Ms. ******* by phone.    Mr. *** apologized for the matter and offered to refund the last two years of the policy ($3,499 paid, divided by 5 years, multiplied by the 2 remaining years) $1,399.00, plus the cost of the service $115.74 for a total of $1,515.74.   Mr. *** said the customer was very happy with how we concluded the matter.   The refund check was mailed to the customer earlier today, 2/12/2024.   

  Please let me know if any additional information is needed.

  Sincerely,

  Dennis ** *********

  Division President

  Customer Answer

  Date: 02/15/2024

  
  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

  Date:07/25/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 been attempting to speak with a human being at this place of business. I am needing to order a part and when I placed the order online, I get an email that says my order is canceled and no reason was given. Then I placed a new order to have the items shipped to me, It was cancelled again. Each time I call I get VM stating due to high call volume, reps are not available. When I chose new used car sales, they answer, but whenever I call the parts dept. I am always placed on hold and then forced to leave a message. I have attempted to get in touch with someone for over a week now. This is absurd

  Bureau Response

  Date: 07/25/2023

  Dennis *********
  BMW of Catonsville 
  **** ********* ******** **** ********* ** *****
  
  
  Dear Dennis *********: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/25/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Mundo ******

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

  Daytime Phone: ###-###-####
  E-mail: ************************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Customer Services Issues 

   

  Customer’s Statement of the Problem:
  
  I been attempting to speak with a human being at this place of business. I am needing to order a part and when I placed the order online, I get an email that says my order is canceled and no reason was given. Then I placed a new order to have the items shipped to me, It was cancelled again. Each time I call I get VM stating due to high call volume, reps are not available. When I chose new used car sales, they answer, but whenever I call the parts dept. I am always placed on hold and then forced to leave a message. I have attempted to get in touch with someone for over a week now. This is absurd
  
  
  
  
  
  Desired Settlement:
  Contact by the business
  
   

  Bureau Response

  Date: 07/25/2023

  Mundo ******
  ***** * * ******** ** ********* *** *****
  
  
  Dear Mundo ******:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/25/2023 against BMW of Catonsville.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Business Response

  Date: 07/26/2023

  We take all concerns seriously and have investigated this concern.   We have record of the part being ordered and record of our response to the customer stating that the part has been discontinued by BMW and is no longer available.  We sincerely apologize the customer was not able to reach us by phone and it appears something has gone wrong with how calls are being routed.  We appreciate this being bought to our attention. Our Parts Manager, Rick ********, attempted to reach the customer today by phone and left a voice mail for him.   Rick's direct dial number is ###-###-####.   In the meantime, we are searching to see if another dealer may have the part in stock and available since it is no longer available from BMW.   Thank you.

  Bureau Response

  Date: 07/26/2023

  Mundo ******
  ***** * * ******** ** *********** *****  
  
  Dear Mundo ******:
  
  This message is in regard to your complaint submitted on 7/25/2023 against BMW of Catonsville.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from BMW of Catonsville. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: 20###-###-####2

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  

  We take all concerns seriously and have investigated this concern.   We have record of the part being ordered and record of our response to the customer stating that the part has been discontinued by BMW and is no longer available.  We sincerely apologize the customer was not able to reach us by phone and it appears something has gone wrong with how calls are being routed.  We appreciate this being bought to our attention. Our Parts Manager, Rick ********, attempted to reach the customer today by phone and left a voice mail for him.   Rick's direct dial number is ###-###-####.   In the meantime, we are searching to see if another dealer may have the part in stock and available since it is no longer available from BMW.   Thank you.

  Bureau Response

  Date: 07/31/2023

  Dennis *********
  BMW of Catonsville **** ********* ******** **** ********* ** ***** 
  
  
  Re: ID * ******** * Mundo ******
  
  Dear Dennis *********:
  
  Thank you for your recent response to Mundo ******. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 07/31/2023

  Mundo ******
  ***** * * ******** ** ******** ** *****  
  
  
  Re: ID * ********- BMW of Catonsville
  
  Dear Mundo ******,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

  Customer Answer

  Date: 07/31/2023

  Rick parts manager has contacted me and the issue was resolved 

  Bureau Response

  Date: 08/01/2023

  Dennis *********
  BMW of Catonsville 
  **** ********* ******** **** ********** ** *****  
  
  Dear Dennis *********:
  
  This message is in regard to a complaint submitted to BBB about your business on 7/25/2023 by Mundo ******. This complaint was assigned ID *********
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  
  MESSAGE:
  
  Rick parts manager has contacted me and the issue was resolved 

  Bureau Response

  Date: 08/01/2023

  Mundo ******
  ***** * * ******** ** ******** ** ***** 
  
  
  Dear Mundo ******,
  
  This message is regarding Complaint ID * ********- BMW of Catonsville
  
  

  Thank you for using BBB Serving Greater Maryland to assist you in the resolution of your complaint. If you were pleased with the free service you received, you might consider a tax-deductible donation to the BBB Maryland Foundation.

  
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  * BBB Shred Day: Did you know Maryland ranks 9th in the country for Identity Theft victims? BBB Serving Greater Maryland provides free annual document shredding to all Maryland residents to help fight this rising statistic.
  

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  Your tax-deductible donation will help ensure these services continue to be provided to your local community.
  
  

  Follow the link below to make a secure online donation:
  
  

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

  If you would prefer to donate by check, please make checks payable to the "BBB Educational Foundation" and send via postal mail to:
  
  

  BBB Serving Greater Maryland

  Attn: BBB Maryland Foundation

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

  The BBB Maryland Foundation is a 501 (c) 3 charitable organization funded solely through donations and receives no state or federal money. Our federal ID number is **********. Your time and consideration is greatly appreciated!

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

• Initial Complaint

  Date:02/06/2023

  Type:Billing 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 completed a transaction for a vehicle *** X1 (VIN: *****************). On the same date, I completed a payment of two fees, in which the dealership committed to process the transfer (not a new registration) my vehicle registration and license plates with the *****************. The two fees collected are: 1) $500 (Dealer Processing Charge). According to Section 15.311.1 of ********** Transportation Code, a processing charge can only cover costs associated with the following services: (1) Obtaining the title and license plates for the vehicle; (2) Filing title documents with the MVA;2) $166 for the ************** vehicle registration. The actual vehicle transfer registration with the ***************** is $66.50. ******************* from the *** Dealership ************************ confirmed that the difference $166 and $66.50 would be returned to me upon the completion of the registration process (see email attachments in which I alert the *** team about the issue and their confirmation). On February 2, I learned that the *** dealership incorrectly processed my registration as a new registration (not transfer), which resulted in higher fees for me and to which I had agreed: I overpaid $99.50. Moreover, the dealership charged me $500, which covered the processing of the titel and license plates (Section 15.311.1 of ********** Transportation Code). Therefore, I am attempting to obtain a reimbursement of the $99.50 (the overpayment amount) and the $500 fee from the dealership so I can process the title registration myself correctly. Thank you! Best,Plamen

  Business Response

  Date: 02/08/2023

  The customer had also contacted us directly a few days ago.   We received the tags from ******** on Monday 2/6 and send the tags and the requested refund of $599.50 on Monday 2/6 via overnight delivery.   

• Initial Complaint

  Date:11/26/2022

  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'm are writing to share a terrible experience I had at BMW of Catonsville. I went to purchase car mats for my brand new vehicle, while waiting for the service department to bring me the new mats I was standing at the front window. During that time I observed a bmw salesperson park a vehicle to the left of my car and forcefully open the door which in turn dented my left driver door. He saw me watching from the window and didn't acknowledge what he did. He immediately returned to the vehicle and slowly and carefully opened and closed the door so he wouldn't hit my car door again. The incident was recorded and what shown to the salesperson, he claimed he didn't realize he did that. My vehicle is 4 months old and requires repair which. My vehicle also has a ceramic coating that cost $1500.00, the door will require new coating after I'm are writing to share a terrible experience I had at BMW of Catonsville. I went to purchase car mats for my brand new vehicle, while waiting for the service department to bring me the new mats I was standing at the front window. During that time I observed a bmw salesperson park a vehicle to the left of my car and forcefully open the door which in turn dented my left driver door. He saw me watching from the window and didn't acknowledge what he did. He immediately returned to the vehicle and slowly and carefully opened the door so he wouldn't it my car door again. The incident was recorded and what shown to the salesperson, he claimed he didn't realize he did that.

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 10, 2022/12/12) */ Prior to receiving the communication from BBB, Mr. Marcellus had already brought the concern to our attention, and we were in the process of resolving the concern. We had not responded to the BBB yet as we were waiting for the repair to be completed and the customer to pick up the car. The car was repaired last week, at our expenses, and the customer picked the repaired vehicle up today. After the paint cures for 30 days, we will pay for the ceramic coating to be applied, which is the final item Mr. ********* requested. While we regret the incident occurred, we took responsibility from the moment it was brought to our attention, and it is our understanding Mr. ********* is satisfied with the outcome. Please let us know if any additional information is needed.

• Initial Complaint

  Date:05/24/2022

  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 purchased a BMW X5 from this company in January, 2023. A week later, I returned for squeaking brakes. I was told they were fine and it was inspected for safety before purchase. The service department recommended me to purchase new brakes and rotors. In less than 3 months, another major mechanical problem was discovered. The car had a very rough ride, rattling from underneath and loosing suspension. They held the car for a couple of days and still not able to determine the actual reason. I received a quote of $4,000 to fix the problem but it was not a definite answer why I was experiencing the problem. Now I am stuff with an expensive car note and unable to drive my vehicle.

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 10, 2022/06/06) */ We have investigated the complaint filed by ******* *****. Mr. ***** purchased a used 2016, BMW X5 with 72,758 miles on it on January 28, 2022. A 12 month/12,000 mile powertrain warranty was included with the purchase of the vehicle. At the time of purchase, Mr. White was offered various optional protection packages and choose to extend the powertrain warranty to 36 months/60,000 miles. A comprehensive extended service contract was offered, but not selected by Mr. *****. According to our service records, the vehicle did not return to our shop until April 20, 2022 at which time there were 80,498 miles on the odometer. This was almost 3 months and 7,740 miles since the purchase. Mr. ***** stated the rear suspension sags - when driving over bumps feels like the rear suspension is loose. We diagnosed the pneumatic springs (commonly referred to as "air bags" or "air shocks") had failed and were not holding air. Unfortunately, this component is not covered by the powertrain warranty. Mr. ***** was presented with an estimate to perform the repair, which he declined. If any additional information is needed, please feel free to contact, our ******** *********, Dennis *********, at **********@mileone.com or ***-***-****.