Complaints
This profile includes complaints for Autohaus BMW's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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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:04/05/2023
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 got a new headlight on my BMW. The headlight was $3500 dollars and paid for. I took it to BMW for repair and the headlight was damaged while in their care. I was told by BMW that the fault was with ***, who paid for the headlight. They put the blame all on *** . I spoke with another BMW dealership and they confirmed that there is no way to fix the headlight in a BMW like mine without removing the entire bumper. There is no way to put any sensor in the car unless you take the entire bumper. ****** ***** said he is going to go there to do a report on the dishonest practices of this company. How would *** pay for it and then break it when BMW was the last to have possession of it after it was broken. BMW needs to be accountable and take responsibility for their technician damaging my headlight and stop trying to place the blame on another company.
Business Response
Date: 04/10/2023
*** **** had his vehicle repaired on or around 7-28-21 at *** collision at which time they replaced the headlight assembly. One month later on or around 8-31-21 he returned to *** with moisture in the headlight. *** called Autohaus parts department and they exchanged the headlight for a new one. He came to Autohaus on 12-7-21 and stated that *** replaced his headlight due to water being in the headlight, and it now has adaptive warnings after they switched it. Upon inspection we found a broken grille, a broken molding, and a broken headlight connector. We swapped the headlight modules around and fixed the broken connector and the headlight warnings went away. *** **** now has water in his headlight again and it was discovered that the bolts that hold the headlight in, are reversed. The bolts are different lengths and when installed in the wrong place, can cause damage to the headlight housing. We explained to *** **** what we found and that we believe the headlight bolts were improperly installed prior to us ever seeing the vehicle. *** **** has been a good customer and is also in the car business. That being said ***, our GM, and I offered to sell him a headlight at employee cost and provided free labor to install it. See attached text conversation where he agreed.
**** **********
Service Director
Autohaus BMWInitial Complaint
Date:01/06/2023
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.
my vehicle had taken on some water due to heavy rains so while it was at mini of st louis getting recall work done they checked over my engine and the tech provided me with a video of the diagnostic findings and included in the fix that i need a new engine due to the fact as the tech claims in the video which i still have, that a piston that came loose from connecting rod and turned itself upside down and is now upside down and in the top of my cylinder so it had to be towed over three hours home one way. it was started and drove onto a trailer only. a couple months later i had time to mess with it and had my local mechanic look at it with me as i am a mechanic as well and we discovered that mini of st. louis had falsified the bore scope video and wasnt of my engine but did show images of my car and upon our discovery i in fact do not have a loose piston nor do i have one upside down in the cylinder but they saw me and my pregnant fiancé stranded 3hrs from home so they played it off as i needed a new $7,000 engine plus labor to replace when in fact they used someone else images of inside the engine possibly not even of a mini cooper, i also spoke with the tech in the shop in his bay before leaving and he assured me only fix is a new motor and made it clear that my piston was upside down and cracked... so fast forward i have been in contact with the dealer this week speaking to the service department where i have been getting the run around if i get a callback at all. the service manager told me he watched said video and does not mention my piston upside down but I'm not sure what video he was watching as mine clearly states it is as i told him i would send him the video if he would like and he declined. i then spoke to service department today as my rep didn't call back and he told me they no longer have the video as they have a new system and this was caused by me they didn't do it or say that. i was at the hotel when i got video and didn't have access to my carBusiness Response
Date: 01/19/2023
Mr. ******** and his wife left our dealership after a minor service and drove directly into flood waters (see picture), 1 block from our dealership, at **** ***** in July of ’22. The Service Manager spoke with him at the beginning of this month about his concerns and explained to him that we would be happy to go over the details. Last July his engine stalled and hydro-locked when he drove into deep flood waters, the vehicle came back to our dealership and this is when we found all the damage to the internal components (see pictures of inside cracked/upside down piston 1 and soaked spark plugs) (we have video that is very detailed and self explanatory, if there is a way to send). The next day we rolled the vehicle out of the shop when Mr. ******** returned, he turned on the car and the engine blew a hole in the side of the block as he was loading it onto a trailer. We still have the piece of his engine (picture). He stated that he has not ran the car for very long and that it was “running very bad” but he thinks it is just a coil pack or ignition problem. He stated he had a mechanic friend look at the engine with a borescope and could not see what we were talking about and that the engine was fine except a running issue and a bad oil leak. He stated he could not find the source of the leak because it was behind a large heat shield. The Service Manager stated that he should use the borescope to inspect for the leak and that he will probably see the hole that is in the side of the engine from when it blew up in our parking lot as he was loading it up onto his trailer. Mr. ******** suggested that we do a facetime video chat while his mechanic inspects the engine and our Service Manager agreed to do a zoom call. He agreed to doing a zoom call when his mechanic became available but we have not heard back from him yet. We assumed he reinspected the engine and found the massive hole and that is why he has not set up any zoom calls, and now we see he wrote a BBB complaint instead. We were not opposed to doing something for him but he never called back. We have pictures, videos, engine block pieces, etc., to confirm our diagnosis. The refund we assume he is asking for is from RO 477517 for $166.99 for inspecting and investigating the extent of the flood damage.Customer Answer
Date: 01/20/2023
Complaint: ********
I am rejecting this response because:
we have inspected the block and have yet to see a hole in block, however I still have yet to bore scope around heat shield or do any other diagnostic test as my mechanic is not available yet during the discussed zoom call times unless he takes off work from the shop he works at which he would want compensated for time missed beyond what he would charge just to come diag the car again so I’m not sure when he will be able to have time off unless we can schedule the zoom call to be on a weekend when he is off work
Sincerely,
**** ********Initial Complaint
Date:08/29/2022
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.
March 18th is when the communication started with *** in regards to a repair that needed to take place from an incident that happened early March. I was traveling on 270 and there was damage done to the right side of my *** X2. I took the car there to see about repairs being done. First, I was told by **** that there were no available loaner cars and that I would have to Uber or Lyft. I get there and it's plenty, in fact he had just pulled ** in another from a vacation that he went on to *******. He was my original point of contact. Since he was going on vacation I was passed along to ****. **** was able to out me in a loaner car and was able to get my servicing started on the vehicle. **** stated that is was minor damage and the car would be ready next day. I asked my husband to speak to **** since he is a mechanic and let him know that it was more than just minor damage. If the company is willing to pay for the damages then we need to get this situation rectified. After begging to check the car out it was indeed MAJOR DAMAGE. I got a call back and was stating how we were correct and glad we spoke up. There was MORE damage that they overlooked. I picked the car up and noticed it driving way worse than before. He said it was my tires. I got new tires, car still riding bad. So now he says it can be multiple things. Well I asked for my car to be 100% serviced since the company was willing to pay for the damages. Lets get things right now so we wont have to run into a future problem. I DID! The entire right side of my car front end underneath was damaged and still is. Driving and strut broke. If they had took their time and handled the situation the first time I wouldn't be having the same issues, Not to mention we can walk in *** and not get acknowledged. *** was my dream car as a child. I was able to walk in with check in hand to purchase and roll out. IT was nice while purchasing but after its been a nightmare. My money is spent like everyone's else money. Pls helpCustomer Answer
Date: 09/16/2022
BMW called me and was really nice and willing to help me. The issue isn't resolved but I would like to let you all know for updating purposes to the BBB that someone did contact me.Business Response
Date: 10/04/2022
We recently inspected **************** vehicle on 9/22/22, additional ****** miles on the vehicle since March, 2022, we saw that lug nuts were now missing from the right rear wheel, several items were obviously repaired and replaced elsewhere and several suspension parts are bent again and need replacing. To help the customer, we offered to replace the worn and damaged parts at zero Labor cost. She agreed to return when she had the funds to do it and we are in continuing contact regarding this. We would not let the vehicle leave without the missing lug nuts, so we replaced them for her at no cost. We are confident that we will have a mutually agreeable outcome very soon.Customer Answer
Date: 10/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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