Complaints
This profile includes complaints for BMW of West St. Louis's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/02/2024
Type: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.
In December 2024, I purchased a 2008 ****** Altima from *** *********** for *****. The company committed to providing a working used vehicle that was checked thoroughly by the company's mechanics. After a few weeks, the vehicle began to make loud noises and have difficulty accelerating. The car was brought back to dealer mechanics but nothing changed. The vehicle only began to have more issues than before, according to mechanics at ************, this vehicle needs a transmission.
Business Response
Date: 12/03/2024
On December 27, 2023, BMW of West St. Louis had the honor of assisting Ms. ****** ******* in acquiring a new vehiclea 2008 ****** Altima. The vehicle, identified by VIN number *****************, has ******* miles on it and is noted for being a two-owner car with no reported accidents. Additionally, it had 34 available service records, . Prior to acquisition, the ****** successfully passed the Missouri state safety and emissions test on December 21, 2023.
The vehicle was sold on an "as-is" basis, with Ms. ******* acknowledging this by her signature, as documented in the attached paperwork. Although an extended service plan was proposed to Ms. ******* for further coverage, she elected to decline this offer at the current timedetails of which are also available in the accompanying documentation.She has not used our service department or any other services sine the purchase.
The team at BMW of West St. Louis extends our offer to Ms. ********** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">to bring the vehicle in for a trade or any additional customer pay service
at a reduced rate.Customer Answer
Date: 12/04/2024
Complaint: 22630658
I have reviewed the business' response and am rejecting it because:
Sincerely,
****** *******Business Response
Date: 12/10/2024
Called BBB on 12/5 following the response rejection. The customer gave no explanation to why she is rejecting the response. We have nothing more to add.Initial Complaint
Date:10/07/2024
Type: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 took my car over to *** because of Airbag and bolts was suppose replaced if damaged. They came rental car. I received a call later informing me that my windows won't go up. I got a call stating that I would need to pay $1100 for my windows to be repair. I told the cashier to call me and not to text message me before performing any work on my car. I called the manager on Friday and advised him I had my car in for the recall items mention above. I had them to charge $1100 on my husband credit card. Once I got the car back and start driving the brake lights stay on, my time on dash board, and temperature gauge didnt come on,. I want a refund and my brake to be fix correctly.Business Response
Date: 10/08/2024
****,
Per the conversation we had on 10/2/2024 the amount charged to you was in error and has been refunded, we mailed a copy of the refund to your home address on 10/3/2024. If you have not received the refund please let us know. Please contact me, **** *******, and I will be happy to assist in getting any other issues you may be experiencing resolved. My contact information is below.
**** *******
Service Manager
BMW of West St. Louis
************ *** ***
j*******@bmwofweststlouis.comInitial Complaint
Date:08/29/2024
Type: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.
To Whom It May Concern,I am writing to formally lodge a complaint regarding my recent experience with *** of St. Louis during the purchase of a vehicle.1.Discrepancy in Deal Terms:The final price of the vehicle was agreed to be $47,000 out the door, inclusive of all fees, taxes, and registration. However, upon receiving the vehicle, I was informed that the dealership had not completed the registration and that I would be refunded the collected taxes. The sales tax refund I received was $2,099, which is significantly less than the $2,700 expected based on Michigans 6% tax rate. Additionally, I did not receive a refund for the registration fees, resulting in me paying $1,000 out of pocket to register the vehicle. I also had to pay an additional $630 in sales tax, which should have been covered in the original agreement.2.Vehicle Condition Misrepresentation:During negotiations over the phone, I was assured that the vehicle had no damage. However, when I traveled from ******** to ******** to collect the car, I discovered damage to the wheel and multiple scratches on the body, contrary to what was promised.These issues have caused significant dissatisfaction and inconvenience. I kindly request your assistance in resolving this matter by ensuring I receive a full refund for the sales tax and reimbursement for the registration fees paid out of pocket. Additionally, I expect corrective action to address the misrepresentation of the vehicles condition.Thank you for your prompt attention to this matter.Sincerely,********************* ********************** ************ Date of Purchase: 20 july 2024 Please let me know if further details are needed.Business Response
Date: 08/30/2024
This customer purchased a 2023 *** 5 series on JUly 20th, 2024.
He financed $2099 in sales taxes into his loan.
He had a trade in, which gave him this amount.
He decided he would sell his trade himself.
We kept the taxes the same as he would still get the tax credit selling the car himself .
.He didn't sell his car and now wants the dealership to pay the additional $600 he incurred not having the tax credit.
We informed him we can't pay additional taxes on his car.
We also told him we gave him the check in the amount on his contract.
We are sorry for the dilemma but we submitted the signed contract exactly how we discussed.
We do not owe the customer any money.
*******************************
BMW of West St. Louis
Sales Manager
******************Customer Answer
Date: 09/10/2024
Hello, I didnt receive the previous email notification thats why I have missed out the previous message from you. Im sorry about that. Can you please reopen this complaint. *** just asked the dealership for the trade in value and Ive never agreed upon the trade so I just canceled the trade in of my car and asked them to proceed with out the trade. When I had a deal with them there was no talk about the trade and the amount we have agreed the deal is ***** out the door without any trade in. The dealership also contacted me on call and have acknowledged their mistake on the call.
they have just played with the numbers with me. Please help me out of this situation
Business Response
Date: 09/10/2024
Our response has not changed.
This customer purchased a 2023 *** 5 series on JUly 20th, 2024.
He financed $2099 in sales taxes into his loan.
He had a trade in, which gave him this amount.
He decided he would sell his trade himself.
We kept the taxes the same as he would still get the tax credit selling the car himself .
.
He didn't sell his car and now wants the dealership to pay the additional $600 he incurred not having the tax credit.
We informed him we can't pay additional taxes on his car.
We also told him we gave him the check in the amount on his contract.
We are sorry for the dilemma but we submitted the signed contract exactly how we discussed.
We do not owe the customer any money.
*******************************
BMW of West St. Louis
Sales Manager
******************Customer Answer
Date: 09/11/2024
Complaint: 22213356
I have reviewed the business' response and am rejecting it because:I never had a deal with trade in, Ive never agreed with them for the tax credit and they have never discussed the same with me. I had a deal at $47000 out the door without any trade-in.
They made a mistake in their paperwork even their manager has acknowledged it over the call with me.
At the time of purchasing the vehicle, I denied the trade-in with them and I was never discussed the tax credit thing with them.They are just playing with the numbers with me even their management was rude with me over the call. Ive never expected that kind of service from the dealership who are selling a luxury brand.
Sincerely,
*********************Business Response
Date: 09/11/2024
The official response to the rejection:
************** was fully informed of all relevant figures pertaining to the transaction. The dealership reached an agreement with ************** regarding the price. Subsequently, he inquired about the trade-in value for his current vehicle, sales tax, and tax credit. The finance manager conducted a comprehensive review of these financial aspects. ************** provided his signature on the contract and the buyer's order, both of which clearly displayed the necessary figures. The financing supplied by our dealership appropriately covered the tax-related expenses as discussed. Our dealership is not responsible for any additional tax-related expenses that were not stipulated in the signed agreement. We pride ourselves on being a transparent and trustworthy institution and remain steadfast in our commitment to safeguarding the best interests of our clients.
*******************************
BMW of West St. Louis
Sales Manager
******************Business Response
Date: 09/11/2024
This is the 3rd time we have sent the same response . We have nothing else to add.Initial Complaint
Date:04/18/2024
Type: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.
Subject: Unfair Deposit Policy at BMW of West St. Louis I am lodging a complaint against BMW of West St. Louis for unfair business practices regarding their deposit policy. On April 10, 2024, I visited the dealership to consider purchasing a *** X7 for my husband. Representing him due to his work commitments, negotiations occurred concerning trade-ins, with a non-contractual document outlining their best offer presented.The salesperson, *******************, requested a $1010 deposit to "hold" the vehicle until my husband could inspect it. No mention was made of the deposit being nonrefundable. The next day, my husband found the vehicle lacked a necessary hitch and sought a better trade-in valuation. Negotiations for an alternative vehicle failed, partly due to the threat of deposit retention despite no signed agreement.Despite our clear decision not to proceed, the dealership refused to refund the deposit, claiming it was nonrefundable, a term never agreed upon. This practice is deceptive and unfair.Moreover, attempting to bind us to terms stated as "not a contract" is troubling. The document was an "invitation to negotiate," lacking legal force.Requested ************* of the $1010 deposit.Investigation by the Better Business Bureau into BMW of West St. Louis for unfair practices.Revision of the deposit policy to ensure transparency and fairness, with terms clearly communicated to consumers.Customer Answer
Date: 04/19/2024
The dealership has refunded the deposit, so this matter is resolved and the complaint can be closed. Thank you for your assistance.*****************************************************
Initial Complaint
Date:07/03/2023
Type: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 have paid for a fuel leak repair under a state safety inspection and now I am being told that more parts are need to be replaced on the car to fix this issue because the brand new parts that were put on to fix the issue did not fix the issue. I have talked to 2 other repair shops that do BMW repairs and their response was if we fix the car and it is not fixed we either fix it or refund it. This is an an 18 year old car but they told me that these other things needed to replaced. at around 2000 and now they are telling me its going to be around 4000 dollars in total. I feel they have used fraud and deceitful business practices to bait me into paying an amount I would not have normally paid on a car that is 18 years old. I have spoken with the service manager and I was given the number for the director without ever receiving a call back. and I have left 2 voicemails for the highway patrol and state safety inspection as well. This is considered fraud because it involves the State Safety inspection I dropped my car off in May and is still there. I didn't complain about the price and they replaced it under warranty and now its still leaking. The most they will give me is half of the cost of the part to replace. The part costs 70 dollars. I would have to pay the entire cost of labor. Instead of owning up to their mistake and admitting that the brand new parts they put on the car did not fix it, they instead are charging me more money, money I would not have agreed to pay in the first place.Business Response
Date: 07/06/2023
Mr. ****,
When your vehicle was brought in for a safety inspection on June 2nd we found that the vehicle failed for 2 items. A leaking fuel rail and play in the right rear wheel bearing. Per our discussion you had the vehicle at another facility prior to us that had failed the vehicle for the same items. After approval for replacement of the fuel rail and wheel bearing your repair was dispatched to another technician that also verified the leaking fuel rail, 3 different technicians had verified the fuel rail leak. 1 at another facility and 2 at this facility. After replacement of the fuel rail the vehicle was then reinspected and no fuel leaks were found at that time.
When you returned the vehicle to us at the end of June we again found that the fuel rail was leaking. We had suspicions that the fuel feed line to the rail was leaking as well but before we jumped directly to that we replaced the fuel rail again at no charge as this was a parts warranty. We monitored the vehicle after the fuel rail replacement and determined that the feed line was in fact leaking. Our determination is that after the fuel rail was replaced and full pressure was restored to the fuel supply system the fuel line bagan to leak.
We completely understand your frustration and are happy to provide you assistance with the additional repairs. The total for replacement of the fuel feed line is $1525.00. Taking into account what you have already spent on the vehicle we are willing to split the repair 50/50. This would bring your total to $762.50. Hopefully this is a satisfactory solution.
--
Regards,
**** ******* ******* ******* *** ** **** *** ***** ************ *** ***Customer Answer
Date: 07/14/2023
I have reject the Offer to repair at additional cost. I have reported the falsification of Missouri State Safety Inspection to the Missouri State Highway Patrol office Troop C and filed a complaint with the Missouri States Attorney Generals office.
My vehicle is still not safe to operate on the road and it has been so since June 2, 2023. After granting BMW of West St. Louis additional time to consider the implications of filing a false State Safety inspection, they have refused to repair the car without further payment. I feel these are the definitions of Fraud and Extortion and have reported such to the States AG office and the MO HP inspection office.
Further Action from the BBB will not be necessary as the complaint has now escalated to a felony.
Business Response
Date: 07/14/2023
We feel the original response is more than sufficient at this time .
We feel the customer has esculated the complaint to a criminal accusation .
We therefore do not intend to coment further on this issue.
I am sorry for not being able to rationally resolve this.
If the customer would like to discuss this further he may call.
******* **** ******* ******** ******* ********** ***** ************ *** ***
Customer Answer
Date: 07/14/2023
Complaint: ********
I am rejecting this response because: The Business has not attempted to resolve the repair that was billed as repaired and falsified a Legal Document with the State (stating the vehicle has passed state safety inspection).I have been without my Vehicle for 3 weeks as they did not have the parts or the repair technician able to install the parts on two occasions. (requiring 3-5 business days each time) plus weekends and holidays
The repair of a fuel leak identified on the state safety inspection as a reason to fail the vehicle was charged but did not fix the fuel leak.
The business offered to apply half of the parts and labor charged towards an additional $1755 in repairs to "hopefully fix" the fuel leak.
The business had two separate technicians identify the fuel rail as the reason for the fuel leak on two subsequent repairs but the replacement has not resolved the fuel leak. There is still a fuel leak. They delivered the car back to me leaking fuel.
As a BMW dealer and repair shop, they should have a better understanding of the problems associated with this vehicle and its issues more than other general automotive repair shops.
As a State Licensed Safety Inspection Station, They should not have certified to the state that the vehicle was safe to travel on Missouri roads.If the business had indicated that the repairs required to get the vehicle legal to pass the state safety inspection was $3,480 instead of $2153, I would have declined the repair and opted to have another shop service my vehicle.
As it stands, It feels as though the business is trying to extort an additional $1,327.50 to repair my car so that I can use it.
After giving the business ample opportunity (more than six weeks) to rectify their mistakes at their own expense, I have been forced to seek assistance from the authorities that allow them to operate in this state.
It has been 6 weeks since I dropped my car off for safety inspection and it resides in my garage with a fuel leak unsafe to travel on the road.
At this point, I am seeking a full refund on the repairs that I had paid this business to the total of $2,125.85 minus the State Safety Inspection cost of $12 for a total of $2,113.85 So that I can take the vehicle to another shop to fix the fuel leak and allow me to operate my vehicle safely.
Sincerely,
***** ****Business Response
Date: 07/18/2023
This customer is being unreasonable and has threghtened legal action.
Has stated in the last response , we will not be arguing our legal position through the BBB.
Please call if you have any further questions.
******* **** ******* ******** ******* ********** ***** ************ *** *** ** ******** * *** ***
Customer Answer
Date: 07/18/2023
Complaint: ********
I am rejecting this response because:Despite being given multiple opportunities to rectify their mistake at their own expense, the business has decided to not fix the problem they were paid to fix without an additional $1.400.00 being paid
As far as legal matter are concerned, I have not mentioned any litigation on my part. I have simply notified the dealership that if they chose to not rectify their error, that I shall need to forward my complaints to the Highway Patrol Safety Inspection Board for passing a vehicle that is unsafe to drive and to the ******** ****** ******** ********* ****** ******** ***** ********** for charging for work and not completing the work paid for.
This has left me with a lack of confidence in the dealership to repair their brand of vehicle and feel that they have no concern for customer satisfaction and would rather deal with matters in court than assume the responsibility for their mistakes in improper diagnosis of a fuel leak twice by two different technicians.
As my vehicle has been unsafe to drive since the inspection six weeks ago, I feel that consumers need to be aware that repairs at this facility may cost twice or three times the stated rate.
Sincerely,
***** ****Initial Complaint
Date:03/14/2023
Type: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 part from this company on 2/23/23. The parts person told me it would be in the next day and it wasn't. I had to go out of town for a month. Before I left, I put a stop payment on the check. I tried to use my card out of town and it declined. They told me there was suspicous activity. I came back home and BMW told me I was going to take the parts because I ordered them. I never took possession of the parts. The dealership took the money out of my account. The account is closed down. I showed BMW the information from the bank. They told $3889.54.Business Response
Date: 03/14/2023
I am the Service Director. I am personally working on this.
We are more than happy to refund the credit card, however the account was closed. I have called the bank and left a message for them to verify this is a real transaction, but they have not returned the call. When a person pays with a credit card than wants money back, it is typically a scam. We need to go through a process to confirm the is a legitimate transaction. It was a large amount of money.
--
****** ****
Service Director
******* ********** *****
*************Initial Complaint
Date:01/04/2023
Type: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 took my 2011 BMW X5 in on December 5. I still have not received it back. It was only for a minor coolant hose leak. They fixed the coolant problem but now there is a sound coming from the car. I was told it was a pulley and the alternator. I ended up getting towed back to them. I had to pay for a new drive shaft. When I drove it from the lot it broke down literally right around the corner. Now they are telling me there is a hole in the transmission. I told them I would pay for the transmission but then they said there was something else wrong with it which would be about another 6000. I did tell them when I first brought the car in that I would eventually get a new car. I feel like they took that comment to make more issues to try to get me to buy a car with them.Business Response
Date: 01/09/2023
We are sorry for the trouble you are experiencing with your vehicle. Unfortunately the failure of the driveshaft and the damage that failure caused to the transmission was completely unpredictable and in no way related to the cooling system work we had previously done. As we have discussed as a token of goodwill we are happy to offer to repair the vehicle at our cost. This repair is still expensive as you are aware even at cost it exceeds the value of the vehicle. My advice to you is to explore purchase of a different vehicle. We are happy to help you explore this option as well. Please let me know how I can be of assistance.
**** *******
BMW of West S.Louis Service Manager
Customer Answer
Date: 01/17/2023
I am not in a position where I can look for another car. Since the offer was made as a good will effort for you to repair the car at your cost, I'll agree to that. I understand from your statement that there will be no charge to me. I would like to get my repaired car back as soon as possible.Initial Complaint
Date:07/12/2022
Type: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.
We purchased a brand new 740i in March 2022. Since that time we cannot get any customer service from this dealership. Phones are NEVER answered. NEVER. Materials we were supposed to get with our car, we never got. Service department or finance dept NEVER follow through. I tried to call the service advisors AGAIN this morning 3x. All there is is an answering machine. Poor customer service when there is nobody to talk to customers during regular business hours.Business Response
Date: 07/13/2022
*****,we are sorry you had issues getting a hold of our dealership.
We expect all customers to be able to speak with someone right away when they need something. We are checking now to see if there are any phone issues we can resolve.
I'm being told *** ****, our business manager, spoke with you within the last couple weeks and is in the process of getting the information requested.
Our service manager is reaching out to you now to take care of any service concerns.
Hopefully we can get everything taken care of right away and that we can provide you the service you deserve with future contact.
If you need anything in the future, please contact me.
***** ***** ******************
Initial Complaint
Date:06/29/2022
Type: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.
Roughly 3 weeks ago I dropped my *** M5 off at the dealership. the car started and ran just did not move. They initially diagnosed the vehicle with a $8900 **** to repair the vehicle. I specifically asked my service advisor "*****" "Will this give me a running and driving vehicle?" he responded "Yes". After further evaluation, he determined my vehicle needed a new head which then gave me a shop **** of $16,957.17. I had no choice but top pay it as my alternative was paying $8900 to pick the vehicle up broken. Now this is where my issue comes in. ***** called me on 6/28/22 around 4:30pm but I missed his call. I had called back around 7:30am on 6/29/22 and he told me "Well, we got the car running". I responded "Really? sweet! is it running good?". now this is where my frustration happens. HE tells me "Yeah its running really well, the mechanic even got on it a few times. only issue is it smokes slightly from old oil in the turbos." So, I go and pick the vehicle up and after telling me I can use debit or a check, They tell me they cant accept that so I go to the bank and get a cashiers check. Once I return and pick up the vehicle, I made it a mile down the road MAYBE and my vehicle is saying "Drivetrain malfunction" and has a check engine light for P1328 (Knock Sensor 2 (bank 1) High output). After doing some research I see that part is located in the area they were initially working. The response ***** gave me was "drive a couple days and then call me". I do not care for my money back, I just want the car fixed properly rather than given the run around and keep throwing money away I can not afford. I am looking to take legal actions if nothing can be resolved. I have sold my personal car and pulled 2 loans to afford this major repair. I am now out of a car and $20,000. I am writing this on my computer so I can not upload documents but I do have the reciept of work performed and a print out of the time I pulled the engine codeBusiness Response
Date: 06/30/2022
The vehicle is currentlt back in the shop. *********** is working with our service manager . He has been assured him we are on his side and are doing eveything in our power to help him get this resolved.
Customer Answer
Date: 06/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is starting to look a lot better after speaking with a few of the managers but would like to wait and see how they handle the rest of the situation before moving further.
Sincerely,
***********************Customer Answer
Date: 08/18/2022
this was my initial complaint and I held off to see how the business was going to handle it because I do not want to publicly bash them but I feel beyond ripped off at this point. Roughly 3 weeks ago I dropped my BMW M5 off at the dealership. the car started and ran just did not move. They initially diagnosed the vehicle with a $8900 bill to repair the vehicle. I specifically asked my service advisor "*****" "Will this give me a running and driving vehicle?" he responded "Yes". After further evaluation, he determined my vehicle needed a new head which then gave me a shop bill of $16,957.17. I had no choice but top pay it as my alternative was paying $8900 to pick the vehicle up broken. Now this is where my issue comes in. ***** called me on 6/28/22 around 4:30pm but I missed his call. I had called back around 7:30am on 6/29/22 and he told me "Well, we got the car running". I responded "Really? sweet! is it running good?". now this is where my frustration happens. HE tells me "Yeah its running really well, the mechanic even got on it a few times. only issue is it smokes slightly from old oil in the turbos." So, I go and pick the vehicle up and after telling me I can use debit or a check, They tell me they cant accept that so I go to the bank and get a cashiers check. Once I return and pick up the vehicle, I made it a mile down the road MAYBE and my vehicle is saying "Drivetrain malfunction" and has a check engine light for P1328 (Knock Sensor 2 (bank 1) High output). After doing some research I see that part is located in the area they were initially working. I am looking to take legal actions if nothing can be resolved. I have sold my personal car and pulled 2 loans to afford this major repair. I am now out of a car and $20,000. Now they say the car needs a motor and they "will work with me on labor". I feel I should be reimbursed or vehicle fixed on their expense because of the misdiagnosis. I paid $1500 just to get the car fixed enough to diagnose initially.
Repair; Refund; At this point I would like a refund of my $17,000 or a motor put in my vehicle and fixed correctly. BMW is now trying to charge me for a used motor
Business Response
Date: 08/18/2022
This vehicle initially arrived at our shop not running. We inspected the vehicle and found multiple fuel leaks. We advised that the fuel leaks needed to be repaired before any other diagnosis could be done.
During repair of the fuel leaks we found that the fuel injectors were stuck and the cylinder head on bank 1 needed to be removed in order for the fuel injector to be removed & replaced.
During removal of the cylinder head we found that the cylinder head was damaged. We then advised to either replace the entire motor or the cylinder head at this point.
The customer elected to replace the cylinder head.
We replaced the cylinder head and got the vehicle running.
After pick up the customer did return with a drivetrain malfuntion warning and we have determined that there is internal damage to the engine and have advised replacement.
Because Mr. **** has spent a large amount of money with us I have offered to work with him on the cost to replace the engine.
We are currently in the process of locating a suitable used engine for the customer and as soon as we do we will work with the customer to replace it.
**** *******
Service Manager
BMW of West St. Louis
Customer Answer
Date: 08/18/2022
Complaint: ********
I am rejecting this response because:
I feel as if this is the same circle of conversations we keep having. I would like a direct answer from someone at the company. I feel no one has reached out and given me a DIRECT answer. Everyone is aware if these damages were caught in the diagnosis that I PAID FOR then almost all repairs would have been rejected. Also, if I received a "good running vehicle that only smokes a little on acceleration because of oil buildup in the turbos", we would have never come to this. I want the dealer to admit fault in the situation and handle it accordingly. I am not made of money. I am 20 years old and work 70+ hours a week for the things that I own. I can not afford to spend another $10,000 on a used motor and then be "helped with labor". I would like someone to reach out and tell me what the plan of action is financially. If no one can give me a definite answer I plan on filing a lawsuit with my private attorney. I have never been more confident of a wrongdoing by a major cooperation than I am now. I am not even mad aat any specific individual. I just feel this entire situation has been handled very poorly and I am beyond devastated with the dealerships representation of BMW. If this was a customer of mine at my personal dealership I know i would feel beyond embarrassed but nonetheless, address the situation and try to fix it. I have tried to be laxed and let them handle the situation but it has now been MONTHS and I have gotten very little answers and the ones I do have are very vague and along the lines of "we care about you, we are going to take care of you." I have reached out to BMW of north America directly as well. I have pulled out high interest personal loans, sold my 2nd vehicle and was forced to purchase a $600 car to get back and forth to work because of the situation currently. I can not even move forward in purchasing a home for me or my family because everything I own is tied up into a vehicle that has been at the dealer for 3 or so months now. The communication from the very second I spoke to the service advisor ***** has been poor.
Sincerely,
******* ****Business Response
Date: 08/26/2022
Mr. **** ,
after our conversations we decided to perform additional diagnosis and engine tear down to determine the extent of the internal engine issue and potential for repair, this tear down was done at no charge. We suspected the possibility of a bent rod and offered to replace the bent rod at no charge if this was all that was found. During the additional diagnosis we have determined that the fault stored is for the knock sensor monitoring cylinders 3 & 4 is reporting excessive noise. We removed the upper oil pan and found that the cylinder 1 connecting rod is bent. The bent rod is causing the noise and the warning to come on. We performed further inspection using a borescope and found scoring on the cylinder 1 wall caused by the piston being shoved to one side. We have determined that in addition to the bent rod there is damage to the cylinder block and it will require replacement as well. We requested Mr. **** to come out to show him our findings and make our assistance offer. He did not wish to do that.
To replace the engine block at MSRP is 24763.94. Because Mr. **** spent a good amount of money with us to get the vehicle running in the first place we will offer to repair the vehicle at no charge for labor. Mr. **** would pay the cost of parts which is $8600.00.
Our additional diagnosis has shown that this problem is on the passenger side engine bank, not the drivers side and the issue was likely present prior to the work we performed and there was no way for us to predict or know that there were issues on the other side of the engine due to the fact of the vehicle arriving at our center in a non-running condition.
We believe this is a fair offer to resolve this issue.Initial Complaint
Date:06/20/2022
Type: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.
This auto dealership unfairly depicts its assets online, deceiving potential buyers. Their representatives lie about availability and price.Business Response
Date: 06/23/2022
Mr ****** we have tried to reach out to you with no luck.
We looked back at conversations and at no point did anyone lie to you about price or availability.
Suntrup would not allow our employees to lie to a customer.
We always ask to verify any pricing or availability with our client advisors.
Inventory is moving very fast at this time and we do our best to only display vehicles that are available.
Please contact us at your earliest convenience and we will try to rectify the issue.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.