ComplaintsforBMW of Towson

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm filing a complaint against Dealership BMW Of Townson 701Kenilworth Dr. Towson , Md . On January 23, 2024 I traded in my 2017 BMW X5 that was completely paid for at BMW of Towson. I purchased a 2017 Volvo XC90, Stock No. ********, Deal No.24019,Customer No. 3734442, Vin. ****************** I paid the cast balance amount of $3,235.64.The Volvo was and is paid in full. Todays date is April 22,2024.I have contacted the dealership both by phone and in person requesting my title for this vehicle, So that I can have legal proof of ownership. The following staff at this dealership have been contact Kyle *****-Salesperson ###-###-####, Blake Brown- Finance Manager- ###-###-####, Tyler ******-New Car Director-###-###-####. Initial contact with all the above they verbally vowed to get this matter resolved. Every time that I try contact either of the above name individuals . I can't reach them and have left messages and none of them have been considerate enough return to my call and provide me with a status update. I went to Department of Motor Vehicle and they informed me that they NO information or date that has been filed on my behalf from BMW of Townson. The stated that what probably has happened is that the previous owner of the Volvo that I purchased had a lien on the vehicle when they traded it in. Department of Motor Vehicle said until that lien is satisfied title cannot and will not be processed showing me as the rightful owner of the vehicle.

  Business response

  05/09/2024

  The title was sent to the state of VA on May 3^th.  They will send the title to his address of record for him.  All has been completed on our end.

  Per NNVTIS the title was printed by MVA on May 3^rd. Please note that the title is mailed USPS directly from the MVA to the address they have on file for the client.

   

  Thanks,

  Customer response

  05/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21608560, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

   

  ****** ******
  05/10/2024 11:10 AM (0 minutes ago)
  to me
  
  Yes I would like to confirm that I  had been in contact with the General Manager of Towson BMW and matter of vehicle title has been resolved. I received the Title by mail on yesterday. I thank you for your service in this matter. ****** ****** 
  

  
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought vehicle in September. Got temporary tags however, tags have been expired for over a week without a new temporary tag or a permanent tag was given to me. Currently vehicle is unable to be legally driven. Salesperson has claimed it would be overnighted for over a week now and managers have refused to answer any calls or emails.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car on 12/31/2022 and I've been having issues since. When I picked up my car, the door that was promised to be fixed wasn't. I reached out to the sales person who advised he remembers the issue and totally forgot to put it in with service. He asked could I return the car the following week and he would take care of it because going through service would be long. I have yet to get that fixed. There are way more issues with the car then I was told. Because I've had the car over 5 days, they are not willing to return it for me to trade. I have to go through an appraisal process to see what my car is worth which will be significantly lower then what I've paid. I'm truly dissatisfied, I do not want the car and repairs still haven't been scheduled,

  Business response

  01/30/2023

  if Ms *** is not satisfied with her car, because we didn't fix a problem we put in writing (on a "we owe " form) then we will honor the promise and even provide alternative transportation while we remedy the situation. She has not brought the vehicle back to have the door fixed. We have a corporate 5 day or 250 mile return policy, and she is over that threshold. We also have offered to trade the car back in toward another vehicle, and she has again not responded to our offer.

  Customer response

  01/31/2023

  
  Complaint: ********
  
  I am rejecting this response because I was told the car would be picked up because of the time I work. Also I still haven’t received any appraisal paperwork and we last spoke about. Please review the communication between the salesman and myself attached. I keep all communication between myself and the salesman however the door was supposed to be fixed before I picked up my car and that wasn’t in text. I would have never agreed to taking the car if the door wasn’t fixed. However I was rushed as if the car was going to be sold if I didn’t get to the dealership immediately. The salesman brought all paperwork to my job for me to sign and I didn’t pick up they car until that Saturday. When picking up the car I told them salesman about the door that’s when it all started. I’ll pick it up from your job, ito will be faster if I take care of it. Here is was a sold my soul to the devil because I trusted he would do what he said. 

  I assumed a credible dealership such as Nationwide BMW would know the issues with a car they are selling, not hold customer responsible for knowing issues, I’m not a mechanic. I am very upset with my experience and the accountability/ integrity of the dealership. You can state the policy, which I’m fully aware of but when you’re told something would happen and it doesn’t what is the client supposed to do. Entitled to be treated fairly. All I’m looking for is the repairs and appraisal to be completed. I do not want to go to another dealership because I feel BMW of Towson should have their car back. My next step is to call my lawyer to sue. 

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

• Initial Complaint

  12/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2018 ***** S90 Inscription from Towson BMW on November 5, 2022. On my way home, I experienced a significant amount of vibration causing me to bring the vehicle back the following weekend. They stated the wheels just needed rebalancing (as info, dealer is over an hour away), they did what they did and I picked up the car. The vibration was still there, but the vehicle was picked up a Sunday morning without the opportunity to rectify the issue. The following weekend I took the ***** to a local ***** dealership in Bethesda where they informed me that the rotors and brakes all needed replacing due to warping. This would not have passed ************************** despite the dealership passing the car. I ended up having to spend an additional $2,300 to replace the rotors and brakes within 2-3 weeks of purchasing the car. I'm just looking for consideration on the repairs as they would not have passed independent safety inspection and because I just bought the car. I've tried multiple attempts in reaching out to the dealership (************************* and *************************** - GM of the dealership), all with no luck in getting them to return my calls and multiple emails.

  Business response

  02/16/2023

  ****************** test drove the vehicle 2 times before he completed the purchase with the sales associate. He drove the vehicle home to ********, and we didn't hear about any issues with the vehicle driving rough. 5 days later he contacted the sales associate, ********************* and complained about a rough ride. He brought it in for us to diagnose and we supplied him with a loaner vehicle. We diagnosed the issue as passenger rear tire, and we replaced that tire. The vehicle had already passed a stringent ************** Vehicle inspection, and nothing was noted about the brakes. The service advisor, ***************************, personally drove the vehicle back to the customer on Sunday, his day off, and did not notice any conditions needing to be attended to. The Service Manager, *****************************, responded to ********************** additional inquiry from the other store's estimate and offered to go get the vehicle, re-evaluate the brakes/rotors and complete any repairs at cost, but ****************** said he had already had the work done on the vehicle.

  Customer response

  02/17/2023

   
  Complaint: 18935715
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought my vehicle in for repairs on the engine and all the while it sat for about a month (Oct-Nov 2022), more and more information about the condition of the engine were made very clear. I also used Endurance Insurance/Warranty to cover some repairs. However, I was informed after the original request from Endurance was to repair the engine. After some time, the service advisor/manager advised it would be better to replace with a new engine. However, what Endurance received as what was being charged was not what was paid for. Mini of Towson submitted to Endurance information and never updated to cover the cost of the engine. Therefore, I was left to pay almost $10,000 out of pocket, and that was even with the Endurance Warranty assistance of just over $4,000. Total amount being around $14,000 to replace the engine. This is absurd and is 3x the amount the value of the vehicle. At this time, I am left with a vehicle owing $10,000 for an engine, and no documentation submitted to Endurance for revision to replace the engine. This would have changed the amount of out-of-pocket costs in my favor but was never disclosed that information until after I spoke with the Endurance manager myself. This was a rip off, never again will I visit this Mini dealer for service where they advise you replacing the engine and a total price tag as much as it was, way over the value of the vehicle. I would like this corrected with Endurance and a very detailed itemized document sent to Endurance and to myself with costs associated with it. Someone needs held accountable for allowing this "shady business" to happen. I would also like refunded for the costs above and beyond what I should have paid to make this right. People need to know that this Mini service center/dealer practices "shady business," at a place most would want to call their own service center.

  Business response

  01/02/2023

  Business Response /* (1000, 8, 2022/12/13) */ ***Document Attached*** The original quote for approximately $10,000 was sent to the warranty company (Endurance) and they returned a partial approval of $4,300, due to a limit of liability (see attached; LoL based on Actual Cash Value "ACV" of the vehicle). They would not cover any more than that, regardless of the issue, due to the value of the vehicle. The customer was made aware of the limit of liability and made aware that he would be responsible for the difference if repairs moved forward. He verbally approved. The repairs moved forward and additional repairs were required once the engine was opened up. Customer was made aware and he verbally approved the additional work. The limit of liability was determined by Endurance, not the dealership. Full invoice with breakdown of charges, Endurance LoL, and customer signature attached.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a bmw 2014 x3 from bmw of Towson and the car made a lot of noise so I returned it within the 5 day period, I financed the car through navy federal even the warranty which was 3700 I upgraded the warranty to the most comprehensive package which was 4,000 so I paid 300 out of pocket I was told that when I returned the vehicle i would get a refund back to my credit card, which never was refunded and now I can't get them to pick up the phone I've left messages for ms Jackie ******* who has failed to respond to my calls or messages even sticky note messages left from her co-workers to return my call but to no avail, also I've left messages for the general manager sales manager Ricky ******** same thing no response this has been going on since 10-7-2022 when I returned the vehicle can you please help..

  Business response

  12/26/2022

  Business Response /* (1000, 9, 2022/12/05) */ ***Document Attached*** BMW of Towson would like to apologize for the refund oversight. We have now issued the $300 refund back to the card used at time of delivery.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a tire from BMW of Towson in a couple of years ago and it was an issue with the tire, so I had to purchase another one less than 6 months from me purchasing another one. Derrick Edwards informed me that because this is less than a year there is a manufacturer warranty and I will be getting a refund. So after I paid for the tire I asked how will I get my refund, he said it will come off of my Wells Fargo card. I called Wells Fargo and they stated, how will we know if we need to refund you, that is BMW's responsibility. That is where the run around started. I told Derrick what was happening and his response was basically, he doesn't know what to tell me, but he was the one who told me this initially I had a case with Wells Fargo and they stated that I will need to pay the bill off and BMW will need to give me my refund. BMW still told me it was a Wells Fargo issue. I reached out to Richard **********, he said he saw the issue and guaranteed me that I will get a refund "in writing" . I asked him will the check come to his location or headquarters, he said his location. Days/Months went by, he stopped responding to my emails. I have the correspondence that he stated that I was entitled to a refund. He was working on it and even asked if I received my check in the mail. Fast forward to today, he had Jackie in Finance call me because I started sending emails to everyone, I explained that if I owed BMW money they would take me to court, Richard put it in writing which is as good as a handshake/contract. Now Richard had Jackie call and tell me to call someone else. This has been a run around, no one wants to take accountability, instead they ignore me. I will like my refund.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 4th, 2022 I started a Purchase Order Agreement with BMW of Towson, MD. I still have not received the Title as of Sept. 29th, 2022. The 2014 BMW i3 was Totaled on July 4th, 2022. I still owe $10,000 to my bank and Lien Holder, Scott Credit Union after Purchase Price of: $15,692.48 and an $800 Delivery Fee to St. Louis, MO. State Farm wants to pay the balance, but says that there is a History of two Liens, one from BMW of North America and the other from American Credit Acceptance LLC. I am not sure if these Liens are still valid and maybe that is why BMW of Towson does not want to send me the title because they would be responsible for the Liens before the Title could transfer from the Dealership into my name? I have literally been trying to get the Title for almost eight months after complying to All Document Requests, including an Affidavit from my Attorney, Craig Concannon. I have recently spoke with Jackie ******* in the Title Department but still no resolution

• Initial Complaint

  06/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 1/22/22 I purchased a 2014 Mini Cooper for my daughter, a wire of $14,583.34 was completed on 1/17/22 to pay for the vehicle in full. Unfortunately, they have failed to provide the title work to me which pursuant to Maryland state law, a dealership is required to have the title on premise at the time of sale and have 30 days to provide it to the consumer or finance company. I confirmed and verified this information with an attorney and with Maryland Department of Transportation Motor Vehicle Administration. But for some reason the manager , Jason ***** thinks the law doesn't apply to him and his dealership and has lied to me, ignored my calls and emails and flat out refused to provide the title for the vehicle. We are now approaching 5 months at this point. I cannot register the vehicle in my home state of PA or get it inspected because I do not have the title. I purchased a car that is literally sitting outside and is absolutely useless at this point. There's obviously something illegitimate going on with this transaction as to why they have failed to produce a title they should of had 5 months ago so they can purchase the vehicle back for today retail cost for $16,500 as well as all funds I have put out in relation to the transaction . My next recourse is to hire an attorney to go after the dealership.

  Business response

  09/01/2022

  Business Response /* (1000, 12, 2022/07/07) */ Unfortunately there was some difficulty acquiring the duplicate title for this vehicle from the previous owner. We are actively working with our out-of-state title processing service to get this customer's registration and title completed as quickly as possible. We hope to have the customer's registration paperwork completed and sent to them within the next week and the state DMV will send them their title directly. I have been communicating with the customer and providing updates via her preferred method of contact (email). Consumer Response /* (3000, 14, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm DONE waiting!! They're in breach of contract, and failed to provide title in the required 30 days. We are now approaching 180 days. I want a FULL refund and they can come pick up their vehicle. I'm not required to wait any longer nor will I. I want my REFUND IMMEDIATELY!! Also they're still lying,they have not been in touch with me. I haven't heard from them since early June about the 15th or so. Further delay in process my refund will result in legal action. Consumer Response /* (3000, 20, 2022/07/29) */ LC 07/29/2022 (BBB Note)- BBB asks that the business provide an update on this issue. Business Response /* (1000, 24, 2022/08/09) */ The customer was sent an update via email on 7/2 (attached). The customer received her final tags and registration on approximately 7/12 and the refund for overpayment in the amount of $29.94 on 7/15. All additional email correspondence between us and the customer are also attached. It is regrettable that the title work took so long to complete but all work is now complete and the customer has full ownership of their vehicle.

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