Complaints

The 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:12/18/2024

  Type:Product Issues
  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.

  The dealer refused to refund the overcharged prepaid maintenance and has ghosted me. On September 28, 2024, I purchased a 2025 *** X5 M60i from this dealer and paid an additional $1,200 for prepaid maintenance. The finance staff informed me that this $1,200 prepaid maintenance amount could be refunded if I ever purchased a new car, provided I presented the bill of sale as proof. In November 2024, I purchased a new car from ************* and reached out to the same person from their finance department, who had assured me the prepaid maintenance was refundable. I requested a refund of the $1,200 for the three years of prepaid maintenance, as initially promised. However, I received no response and have been completely ignored. This behavior is unacceptable and unprofessional. I genuinely feel scammed by this dealership and request assistance in resolving this matter.

  Business Response

  Date: 01/02/2025

  On behalf of the *** Mt.Laurel store, we apologize you did not receive communications from the team regarding the cancelation of your maintenance plan (***s Ultimate Care+Agreement). Our Assistant General Manager, ******, recently reached out to the number provided in the BBB complaint and left a voice message in hopes to discuss the concern in more detail. In reference to the refund, the signed agreement states under section Cancelations/Refunds that a refund will be granted only if the Enrolled Vehicle is deemed a total loss, in addition, if the agreement was purchased in **********, the Customer may cancel this agreement and receive a full refund only within 60 days of its purchase so long as no services have been provided under the Agreement. There will be no refund issued after 60 days.After reviewing our records, we received an email from the Customer on December 2, 2024, and a follow up email on December 3rd, 2024 requesting the cancelation of the maintenance plan as a result of purchasing a ******** on 11/30/2024.With the request occurring 60 days after the purchase, the plan, unfortunately,no longer becomes refundable. We apologize again for the lack of communication as our number one goal is to provide all guests with a transparent and seamless experience, during and after purchasing a vehicle from BMW of Mt. Laurel.  
  

  Customer Answer

  Date: 01/07/2025

  
  Complaint: 22702472
  
  I am rejecting this response because: First of all, your team not only lacked communication but also failed to be transparent about the price of the maintenance plan. The actual price on the *** website for ************** is $850, instead of the $1200 that I was charged, which I consider malicious price gouging and aburb! Here's the price on the site as reference: *******************************************************************
  Second, I was told by your finance consultant that the plan is fully refundable if it hasnt been used and if the car is sold. I literally just sold the car within 60 days.
  Im sure you benefit from both my new *** car purchase and the trade-in. Could you simply honor the $1200 refund for the pre-paid maintenance plan, which everyone knows I will never use and for which I was also overcharged?
  

  I am happy to reach out and have a quick call with you this week to discuss and resolve this as a gesture of goodwill.
  
  Regards,
  
  **** **

• Initial Complaint

  Date:10/31/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 was told I could pay a deposit of ****** to hold a car. I paid the deposit to hold the car then was told later that day that someone walked in the lot to buy the car and since they were in person and not online they could buy the car even though I reserved it. I was not informed of this before paying them ****** and have wasted countless hours, money, and resources for a car transaction that was unjustly handled by the sales manager..

• Initial Complaint

  Date:12/23/2022

  Type:Customer Service Issues
  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 am writing about there lack of assistance due to my race . i have a 2021 car that the engine has blown due to there service advisors assistance . also when I purchased the car they said I had options that I did not and they sent a letter advising after I took the car home .. that took me was misleading . next the service advisor dropped the ball with my loaner . however , they now have reimbursed me for my rental but in the beginning they ignored that I needed a car .The also had me return car several times with the final stating they needed to replace my engine by text . i am asking that they give me a new car not a new engine because now I dont think that car will be reliable . I am asking that the dealership look into everything. I am scared that they will give me a car that going to break down and cost *****. please help .I need them to put me in a new car and they should cover my down payment and pay my existing car off . please help I can go deeper but I dont have enough room . i was overlooked every time I went to that dealership . The service was not a good experience ever .

  Business Response

  Date: 01/13/2023

  I sympathize with the desires of ***************************, unfortunately our repairs and resolutions are limited my the terms of the manufacturers warranty. Fortunately, this was a covered item and a remanufactured engine was installed. The repairs have been completed and the vehicle was returned to the customer. I am confident that this repair has resolved her mechanical concerns. We would be agreeable to looking at her vehicle as a trade in at any time if ***** decides that is her preference. ******************** has been a great customer and we will continue to provide her with as much assistance as possible. Thank you for bringing this matter to our attention. Sincerely,