ComplaintsforBMW of Springfield

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prior to purchase of the vehicle I communicated via email and telephone with an internet Sales person who sent me an email confirming that the vehicle i was interested in was a Certified ************* We negotiated and agreed on a price for the car contingent on me seeing and driving the car. I made the trip from ********* to Springfield to drive the car and make the purchase. When I arrived there was a discrepancy regarding the negotiated price that we resolved with me agreeing to pay $500 more than what was negotiated over the phone. Also, they said the vehicle was not a Certfied pre-owned *** as was communicated and for which I have an email from the Salesperson stating it was a Certified Pre-owned that I have provided to the dealership. They have communicated that they are working on getting it listed as a Certified pre-owned but have refused to provide any documentation or proof that this is in progress or has been completed. I have three pages summarizing all of the communications which included emails, phone calls, texts, etc. I have left several messages with no responses. I contacted *** Customer Relations who reached out to *** ********************** on my behalf and stated that *********************** or *********************** - the Sales and Service Managers would be contacting me. They never contacted me and I left *********************** a message on 2/22/24 and did not receive a call back. Certified pre-owned ***s include an extra 1 year warranty and other benefits such as roadside service, etc. Additionally, the manual in the vehicle was from a completely different vehicle and i have been trying to get a manual and they keep saying they are sending it and it never arrives. Also, since purchasing the vehicle, I realized that the spare tire and tools necessary to change a tire that should be with the vehicle are also missing. All of these items will end up costing me money to purchase. I have a detailed summary of all of the communications including dates.

  Business response

  03/04/2024

  We at BMW of Springfield sincerely appreciate the opportunity to address the concerns raised by ***************************** regarding her vehicle purchase experience. Our dealership prides itself on delivering exceptional service and quality, and we deeply regret any instances where we may not have met our customers' expectations.
  
  Upon receiving this complaint, we have conducted a thorough review of Ms. ******* interactions with our team and the issues she encountered. We understand the importance of clear communication and the expectation set by the confirmation of the vehicle being a Certified Pre-*********.
  
  To resolve this matter to Ms. ******* satisfaction, we are inviting her to visit our dealership at her earliest convenience. During this visit, we will officially certify her vehicle, ensuring it meets all Certified Pre-********* standards. **************** will receive a copy of the certification checklist performed by our technician as well as a copy of the owner's manual, which is currently on order specifically for her.
  
  We are committed to rectifying this situation and ensuring that Ms. ******* experience with BMW of Springfield reflects the high standards of quality and customer care we strive to uphold. Please, ****************, contact us directly to schedule your visit so we can resolve this matter to your satisfaction.
  
  Thank you for bringing this issue to our attention. We look forward to welcoming **************** back to our dealership and to the opportunity to make things right.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a 2021 BMW and the service engine light came on to change the oil and brake fluid. I made an appt and brought it in.  When I left  the drain plug was loose or it was missing and the car started leaking oil and there was a lot of smoke everywhere. I had to get out in the highway and have an ambulance and state troopers come.  It was extremely dangerous and embarrassing. The entire engine burned up and I took it back to them and they kept my car for a month and a day. The did replace the engine.  They finally delivered it last week and now the subframe is damaged.  So now I have to wait for them to come pick the car back up and take it again to be fixed.  The car was in better shape before I brought it to them.  So now they have to work on it again. This is expensive and it has cost a lot just to get my car fixed but it still is not fixed.  I tried to reach out to BMW manufacturer CEO but he claims its not a manufacture issue.  Its expensive and I am on social  security. The BMW CEO said that the issue is between me and the dealer and it has nothing to do with it. I do not agree with that. Also, he just called me to tell me that he will not be able to pick my car up.  I have waited all day and now I have to reschedule all my other appts.  He has no respect for my time at all. 

   

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 BMW from this dealership a couple of weeks ago. The terms were for 60 months. I put $10000 on the $21500 car so in return financing $11500. I received the documents from Toyota Credit and it was a totally different story. I am charged the entire amount of the loan, $21500 without the money down. They are predators. Hard to believe that this is BMW who prides themselves on honesty and integrity. I am a disabled veteran and bought the car fir my wife. She continued to tell me that the deal did not sound right. They made us sign up for a warranty. I found out from the Missouri Department of Insurance that it is illegal. Just very saddened and want this deal either corrected or cancelled.

  Business response

  10/30/2023

  We were able to cancel their products and refund the balance. 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a car from ************ on Aug 20th, 2022. I brought my 2015 ****** Corolla as a trade in and they did and I still had a balance of a little under $4500 left on my previous loan. I paid $2000 Down payment to help offset that. The car was listed on the title info and paperwork as $16995. I expressed multiple times I only wanted a 48 month term loan. Everything was lined up to be 48 month term loan for $504 a month until ******* (who is already unemployed there now) ran numbers for GAP insurance because I had suggested I go through my ************* for GAP. He said he might be able to get it cheaper and came back and said great news, GAP actually made the loan cheaper and now my new payment will be $463 a month. I asked why it was cheaper and he said it was because it took the responsibility off the loan company. I signed the paperwork and was given a flash drive with all the info we had just gone over and proof of ownership the flash drive and everything Ive received from BMW of Springfield does not include the monthly term of my financing. A week from purchasing the vehicle I spoke to the financial company Westlake. They said the paperwork showed a 72 month term, not 48 and that the interest would cost almost ****** more for the extra 2 years. When I went in to speak with *** about it, I spoke with ***** in financial and he said I see where you were confused, if you make those payments of $504 the original amount you were going to, instead of $463, itll make the loan 48 months. I spoke to my financial company today to see what date it would be paid off if I do the $504, they said it would only pay it off 8 months sooner. Not the 2 years. I do not want this car after being lied to continually and the cost going up when the loan total should have been around ****** with everything included, but they pulled the loan for $24,157.82 on a $16,995 car that had a $****** trade in and only $2500 left on my previous loan. WHICH THEY DIDNT FULLY PAY OFF!!

• Initial Complaint

  11/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought car for diagnostic. service department told me I needed new engine on car with less then 80,000 and purchased within year. Car was under warranty. Warranty company said would only pay what car was worth so dealership who sold the car to me told service department at bmw they would goodwill the difference since I just purchased car and warranty won’t honor full repairs. Service department put used motor in and replaced other parts contacted dealership of purchased and collected good will saying car was completely fixed. I went to pick up car. Service light was on and car not running right, turned around took it back. Service department then said oh, there’s more after they said it was fixed, collected warranty money, and goodwill from selling dealership. Car was not fixed & due to them telling selling dealership & collecting monies selling dealership refused to pay anymore saying Bmw was liable because they said it’s fixed & it’s not. I talked to management who kept my car over 9 months going back and fourth it’s fixed, it’s not fixed, needs more. After 9 months I picked up my car service light on, not running good, supposed to have new motor, three new catalytic coverters, new spark plugs, new o2 sensors, new seals, the list goes on. My car is in worse shape then I brought it to them in with a supposed over $13,000 in work. New motor is under warranty. Called and said car is worse, took it to local mechanic who said it’s my new engine. I called bmw to schedule appointment the gentleman scheduled me then said they could give me a ride home. An hour later called and left message don’t bring car in after speaking to his manager he was instructed my car would sit for weeks, they don’t think it’s new motor, and they have no loaner. So now here I am 100 disabled vet, one car single mom three kids and no car after 11 months working trying to get them to fix what should of been fixed. Now they refusing I even bring it in to verify it is engine they replaced.

  Business response

  12/08/2021

  1/29/21 the vehicle was brought in to us after vehicle died while driving and would not restart. We diagnosed the vehicle running poorly with excessive engine noise once we got vehicle to start up. We found Vanos and misfire faults stored in vehicle. Further diagnosed and found metal shavings in the oil and oil filter. Vehicle was finished on march 4 with a used motor that was approved by the warranty company.The Vehicle came back april 5th with check engine light on, we found the coils used from the previous motor were faulty and 2 oxygen sensors have failed. Bmw of Springfield covered these repairs on behalf of the customer. The used motors came bare with no attaching hardware so the original coils, spark plugs were used. Further diagnosed the car and found that the catalytic converter has failed causing the secondary cats to become blocked causing the check engine light to appear and run rough due to the o2 sensors not getting the correct reading . We spoke with Heidi in regards to this repair needing the catalytic converters replaced  to fix the rough idle issue and priced factory option and aftermarket option and she declined to pay for repairs. Customer decided to pick up the vehicle knowing that those repairs are still needed to be completed for the vehicle to drive and operate properly.

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