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:11/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The vehicle was dropped off for routine service on 16/NOV/23 with a claimed anticipated completion date of 17/NOV. Six days later, there is no resolution, the work has not been completed, and no loaner vehicle has been provided, which has resulted in loss of income and personal expense to pay for alternate commuting methods. The dealership has been unresponsive, made patently false assertions about declined work, and refused to rectify the situation. Further, the vehicle was initially sold under false pretense, and the salesman’s employment was subsequently terminated with the dealership claiming they would make amends. There has been an issue with the Hybrid battery in the vehicle since purchase over two years ago. Starting the first week of ownership and at every service appointment, it has been highlighted to the dealership, which is documented in personal emails and service records. The dealership has claimed that the tests were negative and there were no issues with the vehicle. However, during this service appointment, the dealership changed their claims and noted there may be an issue and BMW required additional testing. The dealership said the underlying issue costing approximately $12k may be covered by BMW, but in order to conduct the test, it would require a new separate battery not covered by BMW costing approximately $800. There should be no cost to me for a known issue that BMW refused to acknowledge or fix for several years. BMW Rockville has since refused to provide a loaner car, falsely claiming that I refused service. It is completely illogical to claim that I was requesting a loaner when no work was being done to my vehicle. Further, no one from the dealership has called to tell me that the vehicle was ready to be picked up or that work has been completed. This has been incredibly disruptive and caused undue strain on my family and work.

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 2021 ***************** on 8/22/23 in full with a cashier's check for $62,185.21, still have not received the title, and the dealership is now unresponsive.

  Business Response

  Date: 11/15/2023

  This

  has been resolved

   

   

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have purchased a 2016 *** ** *** its been a year, I'm still on temp tags, I want my money back from what I paid on my tags the $500, ***************** the manager of this location advised me he's overnighting my check for this (5/24/23). I still have not received it. I drove off the lot and there was issues with the car I have invoices for it and I want compensation for. He said this is the first time hearing about this issue even though I've been calling multiple times daily, Obviously he has no communication with his team and is not applicable to be a manager. I'm a business owner and I cant be wasting my time reaching out to you guys or I'm loosing money! I want answers now!

• Initial Complaint

  Date:05/17/2023

  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.

  car dealership sold a vehicle and is unable to provide a title for this vehicle. after many attempts and many shady dealings and conversations with staff and managers of this dealership, no solution is provided for this problem nor a title is provided

  Business Response

  Date: 06/08/2023

  We are very confused on this complaint.   We have communicated with this guest and they have confirmed that their tag agency has recieved paperwork on 5/25/2023 from Mr ***** himself.  

  He asked us to send him another temp tag until his agency finishes the tagwork, and we did on 5/26.

  There is nothing for us to finish.  His tag agency has his tag work.  

  Thank you!

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

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a 2021 *** ** in December 2022, for $100k and have not received my hard tags but instead repeatedly given temporary tags while awaiting hard tags. The Dealership committed to providing my permanent tags. it has been 5 months and the dealer keep giving me temporary tags instead of my permanent tag. I expressed my issue to the tag department, complained via voice messages with the general manager and Saleman and yet my issue has not been resolved.

  Customer Answer

  Date: 06/11/2023

  ---------- Forwarded message ---------
  From: ***************************** <***************************>
  Date: Mon, Jun 5, 2023 at 9:04 PM
  Subject: Re-Open complaint #******** Request
  To: [email protected] <[email protected]>
  

  
  

  Good evening,

  I am writing to request reopening complaint # ********. The response email dated 5/16/2023 went to my junk file hence the delay in my response and the initial filing was mislabeled as *** of Rockville Collision.

  I purchased a car from *** of Rockville in December of 2022, and as of today's date I have yet to receive a tag and title for my vehicle. BMW of Rockville has also failed to provide a valid reason as to the delay of the tags and title. I have been given an excuse in February 2023, that the tag and title department failed to do their job and the entire department was fired and I would receive tags in two week. March came and no tags, I reached out to ******************* and he has not returned my call as of today. In April, I called and went to the dealership and ****************, the general manager of the dealership refused to speak to me and I informed *****, this cant contine, I was followed by the police and this makes no sense as to why the tags are not back. On 5/1/2023, I was informed there was an issue with the odometer reading and the corrections have been made and I would have the permanent tag process in two weeks, fast forward to 6/4/2023, I don't have said tag and the temporary tags have expired. On, 6/1/2023, I called *********** and was informed that there is no record of the tags or title in there system, which is very concerning as I have made 5 months of car payments and paid ***** 5 months of insurance for a car that is not titled or registered at the DMV in Maryland or the state of Florida.

  On 6/2/2023, I took the car to the dealership and explained that perhaps if the car was there and be seen daily, someone would do their due diligence and rectify the situation, I was informed by ***** (Sales Manager) the car would be considered a voluntary repossession. I am confused as to his statement, as he never checked the system or attempt to gather any information to state the statement of "voluntary repossession"

  
  

  I have attached some documentation for your review, as at this point, I would like for *** of Rockville to purchase the car back, have ****** remove the data from my credit report, return my 5 months of car payments and 5 months of insurance.

  
  

• Initial Complaint

  Date:04/02/2023

  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.

  I purchased my *** ** from the dealer on 01/04/2023. I paid $187 for tags and license. They made a mistake and gave me a one year license sticker and said Sameday that they will correct it and that the following week will be ready. Since then till date 04/01/2023 nearly 3 months I have been chasing them for my two year sticker and keep getting excuses for why they did not get it yet. I reached to the sales agent and his manager (who is not responsive) who asked for the papers showing what I paid (as if they don't have it) and shared them then was told ok it is being handled and then another excuse (end of month). I am filing this complaint accordingly.

  Business Response

  Date: 04/15/2023

  Unfortunately, ************* is incorrect.  He was issued and charged for a one year registration.  100 of the 187 is the title fee.  I explained this to *************** 3 times and showed him a breakout of the fees.  .  I also agreed to refund half his fees anyway.  

  His check was sent 3 days ago and should have it by now.

  Thank you!

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  1. Date of the transaction: 16 January 2023 2. The amount of money you paid the business: a. Total Selling Price: $79,139.00 b. Trade-in Allowance: $35,500.00 c. Cash Difference: $43,639.00 d. Dealer Processing Charge: $499.00 e. Optional Fee for Electronic Transmission of Titling and Registration Information: $20.00 f. Taxable Subtotal: $44,158.00 g. Sales Tax: $3,305.81 h. License: $187.00 i. Title: $100.00 j. Tire Recycling Fee: $4.00 k. Lien: $20.00 l. Registration: $20.00 m. Subtotal: $47,794.81 n. Dent Protection: $639.00 o. *** Ultimate Care: $2,949.00 p. *** Tire&Wheel Protection: $4,099.00 q. ***/*** EXT. Vehicle Protect: $6,549.00 r. Total Due: $62,030.81 3. What is the business committed to provide you? a. New 2022 *** ** b. With Virginia Registration and Plates 4. What the nature of the dispute is? a. Simple really, I purchased the vehicle on 16 January 2023 and I still don’t have my Virgina registration and Tags as promised by them and paid for by me. 5. Whether or not the business has tried to resolve the problem: a. I have been trying to just have a some sort of regularity of correspondence/communication and they simply don’t reply to email or voicemails or anything. b. A couple of weeks ago after coming in person and calling and leaving messages and being hung up on constantly they finally sent me another Maryland temporary plates. The first set expired on 17 March 2023 and I am now on the second set of temporary plates. c. This is not what I paid for and I am filing this complaint with the BBB in the hopes that there may be an avenue for me to simply request to reverse the transaction. Especially if they are unwilling/able/capable to provide me with a legal registration with tags for the State of VA. d. Account Order/Tracking Number: 2022 *** ** VIN is ***************** purchased on 16 January 2023.

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Traded in financed ***** *** to autonation for a used ***** model * on Dec 14, 2022. The first payment for the financed ***** was for Jan 3, 2023. Around Jan 5th, I got my first call from ***** indicating they had not received the payoff check from Autonation. When I told Autonation about this (I spoke with my sales associate ***********************) he indicated he would speak with finance. I didnt hear from finance so I called finance myself and left a voicemail for them twice on 1/11 and again on 1/13. On 1/16 , the finance dept emailed me asking for the financed acct number for the Acura (I apparently gave them the leased account number by accident ) and I promptly gave them that. Acura still continued to call me after that when they had not received the payoff check from autonation. I then spoke to a sales manager *************** since I could not get the general manager and he sent an email to finance and sales associate to get the payoff check issue squared away. The manager and my email went unanswered so I went to the dealership on 1/25 and spoke to the sales finance manager ***************** who sent an email out to the people who cut the check and told me it would be a 1 week turn around. In the meantime I had to make payment for ***** for 687$ ( it was due 1/3/23) as I did not want it to go to collections. I emailed ***************** and *************** on 1/31 in the morning asking for an update and did not hear so I called ***************** on 1/31 and I was told the email he sent to the people who cut the check for payoff had not responded to him and would need to give it another week. At this point I don't know what is happening and fearful that I will go thru this sharade and continue to make payments on the ***** which I no longer have in my possession and the *****.

• Initial Complaint

  Date:03/12/2023

  Type:Sales and Advertising 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 2015 BMW  **** from BMW of Rockville on 1/23/23, VIN# *****************. I have not received the title for this vehicle to date. After looking at this website, it looks as if I'm not alone. I have reached out to the General Manager, ***********************, and the salesman, *********************************, and neither have responded to my requests for help. I could not get financing from my personal bank because they have had issues with this dealership regarding titles in the past. I trusted both ***** and ***** that this would not be an issue and utilized their financing with the intention of refinancing once I received the title. I would like to get this matter resolved as soon as possible.

  Business Response

  Date: 03/24/2023

  Your tagwork has been processed.  You should be receiving your tags in the mail in the next day or two.

   

  Thank you!

   

   

  Customer Answer

  Date: 03/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have my tags and registration. They were both given to me when I bought the car. I am still waiting for the title of the car in my name.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 04/10/2023

  Your tag and title work was completed by us and sent to the DMV in the beginning of March.   They send your title to you.     See attached.  It shows the title number which is created by the state.   They have your title and they send it out 4-6 weeks after they create a number.  Dealerships do not provide titles, the State Department of Motor vehicles does.  

  You should be getting it shortly, but if you have any questions you can call the DMV and reference the title number on this sheet.

  Thank you!

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

• Initial Complaint

  Date:10/03/2022

  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.

  Bought a car from them on July 12th 2022. I reached out regarding a warranty claim, and no one would respond to me. Then my credit union said they still don't have the title and that my loan was at risk of default. I reached out to Nick F**** the business manager over 5 times and did not receive a response or callback. I emailed Nick F**** and also did not receive a response. I reached out to Hwevin J**** (salesperson) via text, call, email and did not receive a response. It is impossible to reach anyone regarding the title for the car I bought over 3 months ago.

  Business Response

  Date: 10/12/2022

  Title was overnighted to Client on 10/06.  Tracking number is ************.  The title was sent to the Credit union.

  Thank you!!

  Lou H*********

  General Manager
  BMW of Rockville