ComplaintsforBMW of North America LLC., Customer Relations Dept.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Motorcycle battery had the warranty denied. I bought a genuine BMW battery from a BMW dealership with 2 years warranty and 18 months after that , the item presents a flaw and the dealership did not fulfill the warranty. Transaction was made in April 2023 (18 months ago) Warranty 24 months Battery value. US$437.00 Denial warranty because the part was sold over the counter and not installer by the dealer. At the moment of the purchase, no information was provided that the item must be installed by the dealer. The dealer sais that a minimum mileage a month must be achieved to cover the warranty and since they couldn’t check the mileage at the moment at the purchase they won’t cover the item. The nature of this dispute is to cover the battery warranty. I went to the dealership, talk to the sales representative (Mr. Mary K****** and after I’ve been denied, I talk with the manager (Mr. Rick E*******) that made me wait 60 minutes and after that gave me the same answer denying me the coverage.

  Business response

  10/04/2024

   

  We received the customer complaint dated September 20, 2024.

   

  We understand his disappointment that the Motorrad dealer was unable to cover the battery replacement under warranty.  Based on our review of the details, it seems the dealer followed the warranty policy correctly.

   

  Vehicle batteries require regular maintenance to prevent losing their charge. For motorcycles, this means the bike needs to be ridden at least 100 miles per month or the battery must be charged using a battery charger. Without the ability to confirm the vehicle's mileage and usage, the dealer could not verify if the battery met the warranty requirements.

   

  However, as a one-time goodwill exception, BMW will provide $200 towards the replacement of the battery with a BMW battery part number. To receive this reimbursement, please have the customer contact me directly and provide a copy of the parts invoice for the new BMW-branded battery and I will send a check.

   

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased used BMW from Carmax approx 5-6 months ago. Car went through full 150 point inspection, car has only 20K miles on it but is a 2017. Trusted carmax to do a full inspection and sell me the car without any defects or issues. ****** must have missed a ripped parking brake cable as ive been told after bringing my car in for routine service last week. I have never used the parking brake cable ever and this is not a part that is supposed to break really at all. No way I could have done this. I am convinced this is a manufacturer defect and that the cable always has been defective and that it is a bad part. ****** will not fix because out of warranty and im requesting that BMW to please fix as this must be defective and it is a costly repair. Id at least like to discuss with someone in leadership at BMW re: a way to resolve and this is not a part that breaks in cars really ever. Appreciate a phone call and a discussion if nothing else.

• Initial Complaint

  09/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am writing to formally request the termination of my lease for the 2024 BMW i4 E-Drive40 EV, which I leased on September 3, 2023, due to persistent issues with the vehicle that I believe fall under the Lemon Law.After about 1 week of having the car I began experiencing intermittent issues with the screen, which would turn on and off sporadically. I scheduled an appointment to have it inspected, but was initially unable to leave the car due to no loaner vehicles available. When I returned, the service department replaced the screen, but the problem persisted, necessitating a second visit where another screen was installed. This process took approximately one month to complete, during which time I received a one-month payment credit as a customer service gesture.Unfortunately, the screen issues reoccurred several months later, with the screen failing entirely. I again had to return the vehicle for service, and after over a week, the screen was replaced once more. The service provider indicated that this issue is a known problem with BMW vehicles and suggested that the situation might recur and may qualify as a lemon. I verified that similar issues are reported in online forums and discussions.I escalated this matter to BMW Consumer Affairs on July 31, 2024. Despite their assurance of an investigation, I have yet to receive a resolution after more than a month. My service representative has informed me that there are no new updates or solutions available at this time.Given the recurring nature of these problems and the impact they have had on my experience with the vehicle, I am requesting to terminate the lease under the Lemon Law. I would like to be reimbursed for all payments made to date, including:-Monthly lease payments of $700.81 (12 months - 1 month free)-Recent registration fee of $785 paid on September 6, 2024 -Down payment of $2,554.26 made at the start of the lease -Total $11,048.17 I would appreciate your prompt attention to this matter.

  Business response

  09/17/2024

  BMW NA has agreed to Repurchase the customer's (*************************************** ) vehicle (VIN# ***************** )and we are communication with complete the process.

  Customer response

  09/17/2024

  [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

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We waiting long time to finally BMW send a letter about two recalls from the BMW VIN #: *****************. The recall take to fix account to the Dallas ******************** dealer is 3-4 days. We need to know where we can send a claim to RENT a car for 3-4. The local dealer are no responsible to provide a car, also neither are we. Let us know how BMW of America planning to provide a car for 3 -4 days or pay back to us the renting of a car. Thanks.

  Business response

  09/17/2024

  Hello, 

  Customer was contacted last week. He advised recall was already completed. Assistance with alternative transportation was approved but not needed due to recall being complete. 

   

  Customer response

  09/17/2024

  [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,
  
  ******** Or ***************************

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March of 2021, I purchased a "Certified" 330e from BMW ******. All around the worst experience that I have ever had with respect to an ************************ The minute it was out of warranty, this lemon car that they sold me began having issues. I ended up replacing the starter battery 3 times, the main battery, front brakes, rear brakes, Leaking Bushings, which ruined my two rear tires, replaced the **** drove off the lot and same warning came on, went back & they said it was "the power cord to the module" that needed replacing (but then why did I replace the entire system), replaced the water pump. But the worst from them was when they told me my EDrive was out & it would be $10K to fix it. I immediately drove it to another BMW dealership and they called BMW, did the recommended tests and told me that there was NOTHING wrong with my EDrive, & that as a matter of fact, it had a full charge when I picked it up. Wouldn't that have been stealing if I fixed it? I could not afford to keep this ************************** was going to give me 4K LESS than ****** so I gladly got a new RAV4 that I can count on. I complained to the dealership about all of the above, I wrote a BBB complaint on the dealership and only after that did they offer me 8K towards my "broken ************ share would only be 2K. No thanks, it wasn't broken. I called BMW Financial when it took 9 weeks to process my GAP refund, & was crying on the phone with the supervisor. She asked me if I had filed a claim to re-coop some of my ************ wasn't aware that I could do that. They started a claim for me, I waited & when I talked to the manager, ******, he said, "ya sorry, nothing we can do". I explained that I was told that I could get some money back and he said, oh no, we don't do that. Maybe only if you still owned the car & had a large expense that we could help. Never before I have I ever been so manipulated, taken advantage of, and misled in my life then with BMW and nobody cares at all. Not one person.

  Business response

  09/17/2024

  Hello, 

  Your request for repair refund has been reviewed and declined at this time. Repairs approved by a customer cannot be refunded after vehicle ownership. 

   

   

  Customer response

  09/17/2024

  
  Complaint: 22251062
  
  I am rejecting this response because: The fact that I no longer own this vehicle has no merit on the fact that I was sold a lemon car. If you have to replace a starter battery 3 times in 3 years then something is wrong, not to mention all the other repairs that I was liable for on what was supposed to be a "Certified BMW". After reading numerous complaints on this dealership, their selling various lemon cars,  a recent lawsuit which was won by the client on a breach of contract, it is not only irresponsible that BMW allows this to happen but basically endorses it by not helping the people who have been harmed by deceitful practices. When I called on getting my GAP refund and spoke to the manager, ******, she tried to apologize on what I had been through and she is the one that told me to open the case for a refund. She said that they refund money on situations where people endured what I have and she had someone call me to initiate the claim. Shame on this dealership, on BMW Financial, and BMW of North America for having absolutely no regard for the thousands of customers that have been scammed by your dishonest company. 
  
  
  
  Regards,
  
  ***** ******

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We leased a BMW EV (IX2023) last year and at about the 1 year timepoint, the car started to charge interruptedly (one day charging, the next it won't) although we use original BMW charger at home which we bought directly from BMW. Same issue with the *** works at times and stops at others.The car was taken to the dealership at least 4-5 times and they were not able to diagnose the issue and finally took the car for 2.5 months and when they returned it; they said there was an issue with one of the parts that they changed.We took the car for 2 weeks then the ** stopped working again, we sent it back to the dealership, which after a week, said that there is an issue with another part and they would need to change it. The car stayed at the dealership for another month and was given back to us last Wednesday and 3 days later the ** stopped working again.We filed a case with BMW North America requesting to change the car or exit this lease as the car clearly has multiple manufacturing deficits, their initial reply was that we had to pay them 21 thousand dollars to exit the lease, we declined so they offered us 2 months relief on the lease if we keep the car with it's defects. We declined, then they offered us a 3 months relief to keep the car with it defects. We again declined.I asked the customer service person to escalate this to senior leadership, he declined, I asked him to put me in contact with a regional manager, he again declined. All this is happening as we are paying the monthly lease payments.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/22/24, I ordered a 2024 BMW X3 M40i. I pd ****** before taxes & fees. The car had to be built. I took delivery on 7/22/24. On 7/29/24, I was in the car, in my driveway getting ready to leave. When I pressed on the brake pedal it sounded like air was coming out of the brake pedal. Thank God I was in my driveway because the engine shut down 2 times! I immediately messaged my sales guy. Showed him the video I took of the noise, he said dont worry, its normal, you have performance brakesI drove the car for a few days, then decided to ****** brake issues with BMW. What I read was horrifying! I found out it is a BRAKE BOOSTER issue. It stated to bring the car into service immediately because its dangerous to drive. Needless to say, the few days I drove it with my daughter in the car, the 2 of us could have been killed.On 8/2/24, I brought the car into the serv dept. I was told I couldnt have the car back because its a brake issue & too dangerous to drive! They sent me home in an **** because they were short on loaners. I spent a few of days without a car.On 8/6/24, my daughter drove me to BMW. I wanted to check on my car. Thats when I got a loaner.On 8/9/24, I was notified the wrong part came in.On 8/19/24, I was told the part would be in on 8/22/24. On 8/22/24, I was informed the part would be in on 8/24/24. I had a new car for 11 days, BMW has my car for the last 22 days! There is now a STOP SALE on all new BMWs!BMW committed to sell me a usable, safe car. I thought BMW would be a great car. After googling more, BMW seems to have more recalls than any other car.PEOPLE BEWARE, DO YOUR HOMEWORK. What I am trying to do now is purchase a 2025 X3 M50. Unfortunately the dealer (whom I bought the car from) wont budge on offering me a better number for a trade on the car I got from them that only has 350 miles on ********* have had longer than I have! The Fair thing for them to do is sell me a 2025 at dealer cost.Please help!!

  Business response

  08/26/2024

  Customer will be notified when the remedy status is available for the recall. However if the customer is looking towards a replacement or trade assist will need to work with the dealer directly. That is handled at the dealer level. 

  Customer response

  08/27/2024

  
  Complaint: 22187757
  
  I am rejecting this response because: I feel BMW sold me a car fully knowing of an existing problem with the break booster and not revealing said problem.  Honesty shouldve been the best policy. 
  
  
  Regards,
  
  *******************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Stranded with a stalled car around 9.30 pm contacted bmw emergency services for what I have been paying for past 10 plus years for assistance.. no help provided for 12 hours. Multiple calls ,false promises to call back but no help. Stranded alone in an unknown neighbourhood the dark hours with no where to go .. being a diabetic person went thru trauma for 12 hours .. these businesses have to be remanded. I appeal for help .. thank you

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  BMW of North America failed to advise me of an open recall As a result of the miscommunication, my vehicle experienced a vehicle and was stranded on the side of the road. I have incurred various expenses as a result of the recall that BMW are unwilling to reimburse.I have tried to resolve with customer service but am sent to different departments. Most recently, I spoke with **** and after a long discussion disconnected the call once I voiced concerns around their 'policy' of require invoices that contained personal information without a decision on whether the damages would be reimbursed. Once we had agreed that I could blur personal information, he then got upset that I inquired about the turnaround time of a decision.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Here's the revised and condensed complaint reflecting that you have retrieved the car and are seeking compensation for the towing, storage, and damages: --- **Formal Complaint Regarding BMW's Roadside Assistance Failure** Dear Better Business Bureau, I am filing a complaint regarding BMW's failure to provide timely roadside assistance during an emergency on June 12, 2024. My 2024 BMW X5 stalled on ***************** in *********, **, during a flood, leaving my husband and me, a person with a disability, trapped in the vehicle for three hours. Despite urgently requesting help, BMW's roadside assistance failed to dispatch a tow truck, and we were left stranded. We eventually had to use a third-party provider, who damaged our vehicle and also stole it resulting in police and criminal charges against the tow service provider. Additionally, our vehicle sustained damages due to the negligence of this provider. Although BMW initially promised through email that they would pay for any third party damages, ***************************************** of BMW North America has since refused to pay for the towing, storage, and damages. This has left us in a difficult financial situation, especially given BMWs obligations under the **** I requested BMW to adhere to their promises as documented through email correspondence: 1. Reimburse the Towing and Storage Costs: Cover the full towing and storage accrued 2. Pay for Damages: Compensate us for the damages caused by the third-party provider as originally promised that was due to their negligence and lack of proper measures to assist in emergencies of ADA ************ However, till this time my husband and I have been ghosted, lied to, and told that they will not be adhering to their original email promise without providing us proof of the investigation they claimed they would take part in or a reason as to why they will not adhere to the fact that their negligence and discrimination towards an ADA ********** resulted in this whole situation

  Business response

  08/14/2024

  BMW North America will only be covering the tow charges from the third party provider.Please send the tow invoice to ************************************************ for reimbursement.
  Any subsequent damages will need to go through customers insurance. No further assistance will be provided.

*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. ↩