ComplaintsforBMW of North America LLC., Customer Relations Dept.

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Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
We purchased a BMW 2014/X6, we have paid a tremendously amount of money to make repairs on the car. Furthermore, this car was cited in a class action lawsuit to make the the corrections to the ongoing problems with the car. We are constantly taking the car in for repairs.
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On May 25th, I bought a brand new 2025 M4 Competition XDrive from Open Road BMW. Less than two months later, with only 4400 miles on the odometer, the transmission unexpectedly failed. I had the car towed to BMW of Freehold, where it remained for a week without any updates or communication. Attempts to reach a service advisor were futile, and I was denied a loaner vehicle without explanation.After a week of uncertainty, I finally received an update: BMW informed me that the transmission needed replacement, but shockingly, they claimed it wouldn't be covered under warranty. Their reasoning was based on the condition of my tires, suggesting potential "abuse" or track use, which I vehemently denyI've never mistreated the car nor taken it to a track.Upon reviewing the warranty details, it became clear that I had not violated any terms, yet BMW continues to refuse warranty coverage. Despite reaching out to corporate for clarification, I have yet to receive a response. This experience has left me feeling deceived; BMW markets the M4 Competition as a high-performance sports car suitable for track use, yet its transmission failed under normal driving conditions. Had I known about these warranty issues, I would have reconsidered my purchase. I feel utterly powerless and deceived by BMW's handling of this situation.
Business response
07/15/2024
This case has been reviewed by our After Sales Area Manager and our ********* Service Engineer and the transmission engineer.

This customer abused the vehicle. Our TSE and Transmission Engineer examined the case and the cars data and visual inspection and deemed that this vehicle has been abused and is not a warrantable matter.

To work with the customer BMW and the dealer offered to pay a percentage of the repair and the customer refused. The dealer offered to do this repair at cost.The customer doesnt feel he should pay for anything. They found the abuse was overwhelming.

We consider this matter closed unless you request us to do anything. Please advise.
Customer response
07/15/2024

Complaint: 21977613

I am rejecting this response because: BMW advertises the M4 competition as a performance sports car made for the track. The car had a drift analyzer, launch control, sport mode and track mode. There are no modifications or tunes that would void the warranty on my transmission. BMW should not be allowed to market the M4 competition as a performance car if it cannot handle performance things. The dealer and corporate have both failed to provide me with sufficient evidence that I abused the car or that my abuse directly caused the transmission to fail. BMW is required to show me this evidence by law if they are attempting to breach my warranty. The only evidence I got was that my tire tread was low, and they cannot prove that my low tire tread caused the transmission to fail. I am requesting BMW to cover this repair as goodwill or cover it under warranty as it shouldve been in the first place, or I will be forced to pursue this matter legally.

Regards,

*********************************
Business response
07/16/2024
All issues were reviewed and determined by a BMW Technical Engineer and a Transmission Engineer that the customer caused the damage to his transmission by driving aggressively. They even saw from the tires that he caused this.BMW NA and dealer discounted the repair from $33,000.00 to $18,700.00 out of goodwill to work with the customer and he thanked me for that.
There will be no changes made to this. BMW NA has been very fair to discount this by this much knowing this issue was caused by the cusotmer.
Any questions, please contact me.
Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am filing a complaint about the service and repair issues I have dealt with my 2019 BMW M5, VIN: *****************. Despite following the manufacturer’s maintenance schedule and having the car serviced at authorized BMW dealerships, I am facing an engine failure that BMW has quoted $47,000 to repair. After calling BMW Corporate and asking for their assistance in helping resolve my engine issues, they refused to help contribute anything (labor or parts) towards the repair leaving us with an overwhelming out-of-pocket expense; the only ‘assistance’ they offered was a $4k credit towards a new purchase. The car was even under the factory warranty when many of these issues were first reported. The vehicle has a documented history of engine-related issues, which are as follows: 1. February 25, 2023: The car exhibited a drivetrain malfunction warning and check engine light. The diagnosis revealed an issue with cylinder 6 fuel injector, which had an internal electrical fault. The fuel injector was replaced, and the problem was temporarily resolved. 2. February 27, 2023: Another drivetrain malfunction warning occurred. The diagnosis showed a misfire in cylinder 6 due to a faulty ignition coil and spark plug. Both the ignition coil and spark plug were replaced. 3. May 12, 2023: The car experienced a drivetrain malfunction and reduced engine alert. The diagnosis indicated multiple issues, including the need to replace the fuel injector, and perform service on the spark plugs, brake pads, and other components. 4. June 7, 2024: The vehicle made an abnormal clicking noise when idle, and there were complaints about the wobble at highway speeds. Despite no work being performed on this visit, it indicates ongoing engine and performance issues. The engine failure was particularly frightening, given that our young children were in the car at the time of the malfunction. We are hopeful that BMW will act in good faith and offer a more reasonable resolution to this issue.
Business response
07/22/2024
Good afternoon, After conducting a thorough investigation, we regret to inform the customer that BMWNA will not be able to cover the cost of repairs. Our findings indicate that the customer's vehicle warranty expired on 10/30/2023 and the vehicle was purchased used. BMW NA does not see any evidence for assistance at this time.
Thank you
BMW Group
Executive Customer Care
BMW of North America, LLC

Customer response
07/22/2024

Complaint: ********

I am rejecting this response because: the company refuses to act in good faith and fix a car issue cause after following all maintenance and repair issues. This car has been in the shop extensively. We are moving forward with a suit at the time.

Regards,
******* *********
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I purchased a new BMW 2024 X5 in July 2024. Since that time, the car has been in the shop 6 times. This has been for a number of issues including: 1) Windshield wiper failure, 2) Driver assistance failure, 3) Engine bucking and the most recurrent 4) Failure of the navigation system. The failure of the navigation system persists now for 1 year. There is also a recall that is awaiting a new part as well. I have discussed the case multiple times with the dealership to no resolve. I have contacted BMW of North America to assist now multiple times. They have failed to provide any remedy other than lets try and fix the car again. There has been no loaner car given. There has been no discount for the time the car was out of service. I have requested to terminate the lease and replace the car. Something needs to be done to address the issue and I am really hoping you can help facilitate.
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Since March 2023, I've been working with the local Princeton BMW dealership to fix issues with my 2023 BMW X5. I've had to pay for three alignments with less than ***** miles on my car. Princeton BMW could not correct the issue (the steering wheel was not centered). After two attempts at Princeton BMW, I took the car to another BMW dealer (Bridgewater BMW) to see if they could. Paying $244.17 on 8.2.23 for an alignment, the issue was better, but it was still not corrected. Still unhappy with BMW's alignment, I took it to an independent BMW shop on 1.4.24 to correct the alignment. That shop charged me ******. First alignment BMW ********* (zero) 2nd alignment BMW ********* (zero) 3rd alignment BMW Bridgewater ($244.17)4th alignment - 3rd party (l$******) Furthermore, my BMW has been in and out of the Princeton BMW show for broken parts inside my door and internal broken brackets on my driver seat. All from the factory. I reached out to BMW USA to try and get reimbursement for the two alignments I've had to pay for. However, today, 6.25.24, BMW advised me I would NOT get any money back.
Business response
06/27/2024
Hello,
BMWNA has review customer request for alignment refund. Customer's request has been declined.
Customer response
06/27/2024

Complaint: 21901257

I am rejecting this response because: the alignment was wrong from the factory. No customer should have to pay for an alignment within months of getting a car right off the factory trailer. This car was ordered directly from the factory. And the fact that NO BMW DEALER should fix it, is a poor customer experience.

Regards,

*****************************
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I own a 2017 BMW x5 40e. After ****** miles the amplifier went out. This part should not be failing after such a short time in use. Several other instances of this exact issue are available for search online, indicating that the part is defective. This amplifier impacts safety features that are delivered via the stereo system such as parking alerts, and lane assistance. Calls into BMW have not yielded help.
Business response
07/15/2024

This component is covered under the New Vehicle Warranty for 4 years / 50k from the in service first retail date of 1/31/2017. Their warranty expired on 1/31/21.That expiration is more than 3 years ago. This component is no longer covered under warranty. The customer also did not elect to purchase any extended warranties on this vehicle with BMW. We have no obligation to assist beyond the warranty period. The customer can review their owners manual for coverage information. Also, this vehicle has not been to a BMW store since 2021 according to our systems. We have no way of confirming the defect or additional service history with the independent shop. BMW declines to assist in this repair.
Customer response
07/15/2024

Complaint: 21895609

I am rejecting this response because: BMW has used a low-quality amplifier that should not break after such a short period of time relative to average lifespan of comparable amplifiers. Many other owners have had issues with the same issue.

Regards,

***************************
Business response
07/26/2024
BMW NA states behind their decision. No further assistance.
Initial Complaint
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I started having issues with no audio/sound. I took the vehicle for service. The service team said they would troubleshoot it and see what they could find. They didnt find anything wrong and said I would have to bring it back when it was having issues. I took it back while it was malfunctioning, they tried to troubleshoot the problem. The team ended up doing a special order for the replacement of the module unit.After the replacement I started having problems- system pausing, sound issues, hand gestures not functioning. I also tried to troubleshoot the problems with the BMW genius and was told to reboot the system and that should take care of it. Ive been in contact with the service department managers and no resolution as of yet. Additionally, I opened up a case with the customer service team because I noticed when I would bring my vehicle in for service, they were not writing down the issues on the ticket. I was able to take my vehicle in while the malfunction was occurring and the service department manager physically sat in my car and witnessed the issues of the hand gestures not working, and the system pausing, and no media or sound was audible. ****** actually tried to operate and troubleshoot it in the service area during this time,I was advised they would keep it to further troubleshoot it and reach out to the engineering team to see what else could be done. According to the engineer team, the service team should reprogram the system and that should resolve the problem. Additionally, I was told that my device is the issue because the system isnt IPhone friendly. I was told not to bring my car back to the service department I sent a video of the malfunction on 5/27 & 6/17. 6/18& 6/20 I reached back out to the customer service team-no resolution.
Business response
06/21/2024
BMW of North America will review your concerns and update as soon as possible.
Customer response
06/21/2024

Complaint: 21880133

I am rejecting this response because:

Heres a video of the malfunction. Its random. Sometimes it responds, sometimes it doesnt, sometimes the system pauses and I have no audio.

Regards,

*************************************
Customer response
06/24/2024
The hand gestures arent working. I have pauses with the audio, and they have no other options for trouble shooting my issues.
Business response
07/19/2024
BMW of North America, LLC has concluded the review of the vehicle and has determined that the vehicle is operating as designed. The hand movements demonstrated in the video are far to erratic and are outside of the motion sensors range. However,the Genies at the BMW service center can clarify the systems capabilities and limitations.

Although we are closing our file on this matter, our authorized BMW centers are always available to address our customers concerns.
Customer response
07/19/2024

Complaint: 21880133

I am rejecting this response because:

The operations manager could not operate the system. Im am still having issues with sound randomly dropping and nobody is addressing this is issue. As I said before l, the service technicians arent writing everything down on my service ticket when I bring it in for services.

Regards,

*************************************
Initial Complaint
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I own a 2011 128i which has a recall on the vanos unit,Which is being denied for repair through bmw,My understanding its being denied due to debri found on the engine likely caused by value cover being removed from the vehicle for some time,Value cover was removed by bmw south of ******* in there service department while waiting for repairs to be done on vehicle and was not done in a timely manner,Because s**** from the vanos unit broke off When this happens as a safety mechanism, the car will not start. this is a safety recall that was issued that BMW is refusing to Honor.
Business response
07/09/2024
Hello,
The recall currently on the vehicle will be completed once a remedy becomes available. The dealer does have photos of the condition of the vehicle upon arrival to the dealer because of this no additional compensation will be provided. BMW and BMW of ************* are not liable for any failure that occurs after the ***** repair/recall due to the current condition of the vehicle
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Car has a safety issue that has re-occurred four times thus far. With the engine running and the brake applied and the car stopped, the engine begins to race at a high speed and the car lurches forward and strikes another vehicle in front of it. Dealing with BMW North America customer service states that their inspection reveals no manufacturing defects and therefore the offer no assistance whatsoever. The first two incidents happened when the car was still under warranty but since no computer code was registered, they were unable to assist in resolving this safety issue, The latest incident happened on April 5th of this year. Like I stated previously, BMW did their inspection and found no manufacturing defects and therefore offered absolutely no assistance in resolving this issue. More details can be provided if needed and thanks in advance.
Business response
07/15/2024
Technical Support Engineer inspected the vehicle on 4/15 @ BMW Sterling. There was one fault in the engine control unit (MSV80). It was, 2F8F - accelerator pedal module and brake pedal, plausibility. It occurred at ******* km. This fault usually occurs when the brake and accelerator pedals are pressed at the same time. An electronic diagnosis of the vehicles fault memory revealed there were no brake faults. The vehicle was test driven for 9 miles. ******* stop-and-go maneuvers were performed in an attempt to duplicate the customers concern. The engine responded correctly to input to the accelerator pedal. The brakes always stopped the vehicle in a controlled manner. No abnormal behaviors were observed during the test drive. The vehicle did not accelerate on its own. Since the concern could not be duplicated, there are no recommended repairs that can be made at this time.
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a new BMW X1 SUV on 4/26/24. The check engine light came on 6 days later so I scheduled an appointment for service. I took it in for service on 5/9/24. They have been unable to fix the problem and now, ***************************** the service department.On 5/28 the service department told me they still had no clue what was wrong or what to try next. I called BMW customer care and opened a case, formally requesting that they repurchase the car back from me. They told me they would get back to me in 3 to 5 business days. Two days later a representative called and asked me to go over the details of the situation again, which I did, and then she told me they would get back to me in another 3 to 5 business days. Since then I have called and left 6 voice mail messages, I have not received a return phone call. It is now 9 business days since starting the original case that they told me would be resolved in 5 business days. It is now 30 days since I took the car in for service and they cannot fix it.
Business response
06/11/2024
Customer's repurchase request was approved and customer was notified and pleased.
Customer response
06/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you *** 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. However, I am told the repurchase process *** take several weeks and I would like to reserve the option of re-opening this case if the business does not satisfactorily follow through with their solution.

Regards,

************

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