New Car Dealers
BMW of MorristownThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/11/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased a vehicle on 12/15/24 with this dealer. Since we are from out of state, they said we will be mailed the license plate soon after the transaction. We paid 80+k including a 999 dollar doc fee for the vehicle. Few days after the transaction, the sales asked me to provide a new proof of insurance and it was done right away by me. As of 1/11/25, we have not received the license plate or any ***. The temporary plate will expire on 1/15/25, which means I cannot drive under this plate in a few days. I attempted to contact the dealer multiple times via text and call but the only thing I got back was no response or Will check.Business response
01/22/2025
Good morning, Customer received plates on Monday 01/20/2025 signed for at 10:02am
Tracking # ************.We apologize for any delay.
SIncerely,
***** *********
Initial Complaint
12/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The absolute worst service **** I have seen in my years of owning a ***. I spent over 2k on repairs and my steering wheel still shakes. Ive called and emailed ****** the manager numerous times with no luck in getting a response. I called their front desk to schedule an appointment and they told me they cant bring me in until the middle of January - we are in the middle of December! This case should be a priority , the car is unsafe to drive!!Business response
12/19/2024
I'm sorry to hear that. After speaking to ******, the service manager, she was well aware of the issue. ****** appreciates the long term relationship we have with the customer and said she spoke to him last night. We have worked with him on several occasions and surprised to see the very negative comments. Because of the holiday season the department is jammed. He was given an appointment the first week of January and was dissatisfied. ****** arranged for him to ride his vehicle with the shop ******* today so that we can identify what he's feeling while driving. We will continue to work on this.
Sincerely,
***** *********
Customer response
12/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*** ***Initial Complaint
01/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I purchased a vehicle from the dealership on 11/27/23. The vehicle was only delivered with one key. Also my temporary registration has expired and my plates have not been delivered. Unfortunately my salesperson has done all that he can and he is not getting any assistance from his sales manager. Multiple emails to the sales manager and general manager have gone ignored.Business response
01/04/2024
After speaking to *************************, General Sales Manager at Open Road BMW of Morristown, he and ****** (salesman) resolved this issue yesterday. The key was in ********************* possession the entire time. He didn't realize the key was in the booklet with his paperwork. The plates were delayed because of the holiday. They were sent overnight via ***** yesterday and will be received today.
Sincerely,
*****************************
Customer response
01/07/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. To be clear I was told that there was only one key and it was not until three days ago did they tell me where the second key was.
Regards,
***********************Initial Complaint
12/14/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have asked them to stop contacting me and have reported their emails as spam. They continue to send me emails and letters about buying my vehicle and I would like it to stop.Business response
12/26/2023
I'm very sorry for this inconvenience. Dealership personnel has put this into action. Our corporate office will reinforce this as well.
Sincerely,
*****************************
Initial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had taken my son's car for an oil change to the *** shop ** Morristown. Since he is in college, we took the car out only few times and every time there was a smell of burning oil. Now the dealership is asking for almost $300 for a diagnostic fee to check if there is any oil leak.Kindly help.Business response
05/06/2023
The dealership has contacted the customer and is working with them to get this remedied. The vehicle was in our shop in January and the oil issue was visible with a video that we have shared with the customer. We will continue to work on finding a resolution.Initial Complaint
09/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have recently started to finance a certified pre-owned car from this dealer, but the car is already giving us problems. We have had the car for less than one month, and already the car is at a local *********** center. We have to get the car repaired, but the bill is coming out to be over $20,000.00. We have contacted the dealership about the defective car they have sold us, but they are unwilling to cover the costs to repair the car, which is still under manufacturer's warranty, and they are unwilling to give us a refund. This dealership lied to us about the status of the car.Business response
09/27/2022
Please see the attached service repair in the link below. It was provided by the dealership in Brooklyn. Our senior tech can confirm that the vehicle did not leave our dealership with that damage. The vehicle has **** miles more on it now than when it was sold and most likely the damage occurred after the sale. Many of the issues are a result of impact. We have been in contact with the customer and will be more than happy to work with him on the repairs at our facility. Anything covered under warranty will be honored. Our senior tech that inspected the vehicle prior to sale will be assigned to the repair.
https://x1con.xtime.com/asrportal-inspect2/?&webKey=lifequalitymotor&token=lv389KRUPAIA1AGpXX
Sincerely,
*****************************
Initial Complaint
04/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
BMW of Morristown perfectly exemplifies every negative stereotype of a shady used car salesman. I flew to ********** and paid them $86,000 cash for a 2019 ******** and they have failed to provide quality services every step of the way. They sent us on a **** mile road trip with tires that had less than 2/32 tread on them. They sent us the wrong title and took 4 months to get us the correct title (all while we were having to drive with expired temp plates). And most infuriating of all was the absolutely appalling degrading why they treated us throughout the 4 month ordeal of getting title to the car. They were rude and degrading and condescending throughout out the process. Their communication was exceptionally poor. They never followed up or communicated unless I contacted them. And they outright lied about their efforts to get the title situation resolved. I own several businesses myself and would be totally ashamed to treat clients this way.Business response
04/26/2022
The vehicle must have been special enough to travel from **** and we apologize for the delays. Unfortunately, out of state DMV causes delays that have frustrated all parties. We reimbursed the customer for the tires and even offered to buy the car back but they declined. We are proud of our great reputation but at times things fall through the cracks. We stand behind the product and our 50 yrs of business. The dealership will reach out to try to remedy the relationship.
Sincerely,
*****************************
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Customer Complaints Summary
13 total complaints in the last 3 years.
5 complaints closed in the last 12 months.
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