Complaints

This profile includes complaints for BMW of North America LLC., Customer Relations Dept.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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BMW of North America LLC., Customer Relations Dept. has 6 locations, listed below.

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• 

  BMW of North America LLC., Customer Relations Dept.

  PO Box 1227 Westwood, NJ 07675-1227

• 

  BMW of North America LLC., Customer Relations Dept.

  1 Matrix Drive Monroe, NJ 08831

• 

  BMW of North America LLC., Customer Relations Dept.

  Customer Relations Department PO Box 1227 Westwood, NJ 07675

• 

  BMW of North America LLC., Customer Relations Dept.

  PO Box 1227 Westwood, NJ 07675-1227

• 

  BMW of North America LLC., Customer Relations Dept.

  PO Box 8000 Monroe Twp, NJ 08831-9965

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:04/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have taken my car to Roseville BMW and was told I have a broken motor mount. I then took my car to my mechanic for a second opinion he told me there is no motor mount that is broken on my car. I then called BMW and as always was unable to talk to anyone so I left a message. An advisor called me back 2 hours later and when I asked him about the motor mount he said indeed there was a mount that was broken but yet he could not tell me which mount was broken. I then told the advisor that I took my car to my mechanic for a second opinion and what he had said and the advisor’s response was that my mechanic wasn't BMW certified when in fact he has worked on all sorts of foreign and American cars for years, the advisor was very rude. The advisor said he visually looked at my car and determined at start up I have a broken motor mount. To assume that I have a mount that is broken without doing a thorough inspection doesn't sit right with me. My mechanic which is very trust worthy would not say I don't have a broken motor mount if I do there will no benefit to him since he will be the one fixing my car. I don't trust BMW anymore, it seems like every time I take my car they seem to find things wrong or is it because I am a woman and they see me coming? I have one more oil change that I have purchased and don't even want BMW to do it because of this situation. I can’t even trust BMW or their product what does it say about your brand? The rudeness, unprofessional employees that you have working at the Roseville Store is unacceptable. This is not the only time, I once booked an appointment drove from Yuba city to Roseville approx. 45 mins each way and when I arrived for my appointment they told me they can't work on my car to come back tomorrow. I believe that was in August 2024. They didn't even bother to call me and tell me. oh by the way left a message for the Service Manager to call back they never did. Refund of last pre-paid oil change

  Business Response

  Date: 04/21/2025

  Good afternoon,

  I spoke with the customer twice regarding her concerns, this morning she informed me that she is withdrawing her complaint and will take the vehicle to a different BMW center to have the oil change preformed. Customer has also advised us that she will be taking her vehicle to another independent shop regarding the motor mounts and will contact BMW NA if the motor mounts do not need to be replaced.

   

  Kind regards,

  Teresa
  
  ----------------
  BMW Group ****** ***************** ********* ******** **** ******** ********* *** ******** *** ** ***** ******** *** **** *** **** * ********* ** **********
  Tel:   ###-###-####
  Fax:  ###-###-####       *****  ************************************    **** **********
  

  Customer Answer

  Date: 04/21/2025

  [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 complain* ** ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ***** ********

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service 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.

  purchased an extended maintenance plan on a new BMW x2. This was the second one we purchased because first one had issues. After having the second one for less than a year it started having problems so we traded it in on a different make. I did not want to give BMW another chance. I first contacted South shore BMW and they told me there was nothing they could do. I then contacted BMW customer relations. BMW is refusing to give me any of the money back from that maintenance plan. It was over $4000.00 and I even asked for it to be prorated even though it was never used. They said we would have to have still owned the car to get a refund. I explained that does not make sense and they said well that is the final decision. They were not very accommodating and did not stand behind their product. I do not want them to get away with this. Taking that much money from a consumer is wrong and it should be stopped.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair 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.

  Original car purchased in May 2025 and deemed lemon after several months at dealership. Replacement car delivered november 2025 and 2 days later same issue was found. Replacement car still at dealership and BMW offer to buy the car is less than the value of new car. Therefore, I lost 1 year with unreliable car and the proposed settlement does not give me a new car. All I am asking is the BMW gives me a new car exactly like I purchased the actually is functional.

  Business Response

  Date: 04/04/2025

  Hello, 

  Based on state and local guidelines the customer has been offered a repurchase. A trade assist cannot be offered. 

   

   

   

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair 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 wrote the below formal compliant to BMW customer resolutions department and never received any type of resolution. The customer service department called me and when I called back, I reached a voicemail twice in which I finally responded to the initial email response they sent me and requested that they respond via email since they call me during my working hours and we are playing phone tag. This is regarding a recurring issue with the suspension system on my 2016 BMW X6, which I purchased pre-owned in 2020. At the time of purchase, the vehicle was only four years old, and I have absolutely loved owning it. I had every intention of trading it in next year for a newer model, but this repeated suspension problem has made me seriously reconsider. In 2021, I had to replace the suspension system twice within a few months at a BMW dealership. Now, just three years later, I am facing the same issue again. This recurring problem has cost over $12,000 to fix over the past three years. Although the warranty covered the previous repairs, this latest incident has left me with an out-of-pocket expense of $4,200. I am extremely frustrated because I know this is an ongoing issue for many BMW owners. After researching on BMW forums and community pages, it is clear that this suspension problem is widespread, with numerous complaints from other owners experiencing the same repeated failures. Given the volume of similar reports, I am baffled as to why this issue has not been addressed with a recall or other corrective action. My vehicle is not subjected to extreme conditions or terrain that would contribute to excessive wear, and this level of failure is unacceptable for a car of this caliber. I am requesting a reimbursement for the most recent repair costs, as this issue should not have occurred again. Please let me know how this matter can be resolved. I look forward to a prompt response and a resolution that reflects the high standards BMW is known for.

  Business Response

  Date: 03/20/2025

  Hello, 

  The request for a repair refund has been reviewed and declined due to the vehicle being outside of warranty by age and miles. 

   

   

   

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair 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.

  We purchased a 2018 750i BMW on February 28, 2022 from the Hyundai Dearlership in ******, ******* (VIN# *****************). The vehicle had approximately eight months of warranty remaining. Prior to purchase we had the vehicle inspected and has since had it serviced at the local BMW authorized dealership. The vehicle contines to malfunction at unusually high rate for its cost and status. It has been in the shop numerous times in the last three years. Although the vehicle was still under factory warranty when we purchased it and previously Certified Preowned by the BMW Dealership, BMW was not able to offer an extended warranty. Currently the DriveTran warraning light comes on and upon inspection Wastegate Solenoid comes on and off: Bank 2 waste gate actuator $1,577.93; Coolant Pipe: Both vent lines from expansion tank $419.55; Coolant rear end cover and rear main seal $3,735.28, transmission has to be pulled to replace pipe on each end of its engine block; First, these type of repairs should not be happening with an expensive flagship vehicle considering the year, make, and mileage (43K). Secondly, considering the vehicle was CPO from the dealership, and we have been a loyay BMW customer there should be a way to purchase and extended warranty; Thirdly, it is a poor engineering design to place coolant pipes on a $100K vehicle in such a way the transmission has to be pulled to replace them! When I initially asked the technician about the car I was told the first generation of the N63 engine 2008 to 2012 had problems but they have been addressed by BMW and the engine was a good engine now.

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 attended a BMW Ultimate Driving event in late June of 2024. I was supposed to receive a $1000 rebate (OL Code) to be used towards a future BMW purchase of lease; however, BMW never sent me that. I have been calling for months now with no action taken and delays over and over. I have not leased a new car (and I could have done so early) as I was waiting for this rebate to come in. The rebate is supposed to come within days of the event, but it was never sent. Now, BMW is telling me that the rebate is only good for 6 months from the event, so they can't do anything about it; however, I would have leased earlier and taken advantage of this rebate. Also, because I didn't receive the rebate in the first place, I would have never known about the 6 month deadline regardless. BMW NA has told me they cannot help me and won't do anything. My family and I, including ****** *********, *** ********** ****** *********, *** ***** ********* have had over 100 vehicles from BMW, so this should be a minor thing to do for a long standing customer. I would like an OL code sent to me appropriately OR a refund directly for $1000 in some other way.

  Business Response

  Date: 03/07/2025

  Hello, 

  Customer has been provided Owner Loyalty to resolve issue 

  Customer Answer

  Date: 03/07/2025

  [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

  Date:02/25/2025

  Type:Service or Repair 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 filing a formal complaint against BMW and BMW of Bayside regarding their refusal to honor my vehicle's warranty. I bought a 2022 BMW X5 on 8/31/2022 from BMW of Bayside. Vin* ****************** Recently, I began experiencing a noticeable shifting sensation when braking. I took my car to BMW Bayside Service Center on 1/20/25, where they found an issue with the blind, noting that is didn't fully close due to it coming off the track and being cracked. However, despite my vehicle still being under warranty, BMW refused to cove the repair and instead demanded $1600 for the fix. I contacted the dealership, which acknowledged my complaint via text but never followed up. I contacted BMW Corporate office, and a representative called me only to inform me that they would not cover the repair. I have never been in an accident, and my car's exterior, including the bumper, is in pristine condition. The track and the blinds are deep inside, there is no reason why an internal engine component should crack under normal driving conditions - making this a manufacturer defect that should be covered under warranty. Please advise on how BBB can assist in resolving this issue. Thank you. **** **** ****g 2/21/2025

  Business Response

  Date: 03/07/2025

  Hello Mr. ***** 

  BMW NA has reviewed this case again and it has been determined that the issue is not a defect in manufacturing. Issue caused by outside influence accordingly, no compensation will be offered. 

  Kind regards,
  
  Jeffrey
  ----------------
  BMW Group
  Executive Customer Care
  Customer Relations and Services
  *** ** ***** ******** ***         **** *** **** * ********* ** **********

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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 purchased a BMW M8 from an official BMW dealer as CPO. To expand coverage, I paid an additional $6,000 for a BMW Platinum service contract, which was sold same as a brand-new car warranty and valid until July 2027 in addition to my CPO warranty which is valid until July 2025 However, my vehicle’s armrest cover stopped working 2 weeks ago, and I took it to the BMW service center. They denied my claim, stating that the part was not covered under any of my warranties. I immediately contacted BMW North America, but they only offered me a 20% discount on the repair. It seems that BMW North America is selling me thousands of dollars worth of the highest possible warranty and simply denying my claim. After further research, I discovered that my current issue is a chronic problem with the BMW 8 series, and several other 8 series owners have successfully had their defects replaced under the Certified Pre-Owned (CPO) program (they didn’t even have the Platinum service contract that I paid $6,000 for). I am requesting BMW North America to take responsibility for repairing the defective item on my vehicle as soon as possible.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair 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.

  On 1/15/2025 I Paid $3,004.00 for an Auto Repair due to faulty ***. Replaced with new ************* control panel, Programmed to vehicle and new Battery. The service Manager emailed me that a diagnostic report on 12/27 did not show faults that appeared 1/2025. He said a 2020 vehicle with only 22.5k miles should not be due for this repair. He said I had to pay the full amount for the repair and that BMW only takes a few days if they agree to reimburse me. After Weeks of missed calls and no answer from BMW I finally spoke with a representative who told me BMW was going to cover the repair but that he received an email from ******** BMW Service Manager stating a drink spilled in the cup holder. I was shocked as I was never advised, asked or given information that a cup holder leak could cause this much damage. I was told the repair would not be covered because the warranty ended July/2024. A drink did not spill. This is so dissatisfying and disappointing. I am current on all maintenance on my vehicle. Also I received an email from BMW that they wanted to reimburse $1000 for my last repair. It was a ad that when opened said toward a trade. I was asking for BMW to reimburse the *** Module and I wasnt requesting the battery reimbursement. I am a fair person that was not asking for them to cover the entire repair. I have now researched that the battery drain could be due to the faults. Also other BMW Models have had an issue with cup holder. Take care of your Customer who has been loyal for years. I may not buy the most expensive models but I have stayed loyal to this brand.

  Business Response

  Date: 02/25/2025

   

  Good afternoon April,

   

  We received the customer complaint dated February 18, 2025.

   

  The warranty for this vehicle provided coverage for defects in materials or workmanship for up to 4 years or ****** miles.  Warranty coverage for this vehicle expired on 7/15/24. 
  
  

  BMW is unable to offer assistance in this case.
    
  The complaint has been documented.  Thank you for bringing this concern to our attention.

   

  Kind regards,

  Mark

   

  ----------------

  BMW Group

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Ongoing Vehicle Defect ***************** Causing Health Issues. I purchased a 2024 BMW X7 and I have been experiencing persistent noise and vibration issues that have only worsened over time. I have contacted BMW multiple times, including speaking with a supervisor, but they have failed to properly diagnose or fix the issue.This defect is not only affecting the performance and safety of my vehicle, but it is also having a direct impact on my health, significantly worsening my headaches. Despite my repeated complaints, BMW has not provided a proper resolution, and I am left with a defective vehicle that is unsafe to drive.This level of negligence is unacceptable for a brand that claims to uphold high standards. I am filing this complaint in hopes that BMW will finally take responsibility and resolve this issue immediately.Desired Resolution:I expect BMW to take immediate action by either:1.Properly diagnosing and repairing the defect at no cost, or 2.Providing a replacement vehicle if they cannot resolve the issue.If BMW continues to ignore my concerns, I will have no choice but to escalate this further through legal channels.I appreciate BBBs assistance in holding BMW accountable and ensuring this matter is resolved.

  Business Response

  Date: 02/11/2025

  Hello, 

  At this time BMW of North America LLCs offer of $2,500 of Owner Loyalty remains the only available offer.
  
  If the customer wishes to have the medical records they have stated are related to their vehicle concerns reviewed, they can provide them. A re-review will occur at that time. This has been communicated to the customer directly and at this time no documents have been provided. 
  
  Thank you. 
  
  

  Customer Answer

  Date: 02/11/2025

  
  Complaint: 22905943
  
  I am rejecting this offer: 

  I appreciate the time and effort your team has put into addressing my concerns. However, the current offer does not fully account for the necessary repairs or the time and expenses I have incurred due to these ongoing issues.
  
  
  In order to move forward, I require that BMW:
  1. Fully cover the cost of all necessary repairs to bring the vehicle to proper working condition.
  2. Provide fair compensation for the time, inconvenience, and additional expenses I have incurred as a result of these issues.
  
  
  I value BMW commitment to customer satisfaction and trust that we can reach a fair resolution. Please let me know how you like to proceed.
  
  
  Best regards
  ***** Malayev 
  
  
  
  

  Business Response

  Date: 02/25/2025

  Hello, 

  The vehicle is currently under warranty any needed repairs would be covered under that warranty. 

  The customer has been offered $2,000 Owner Loyalty towards a new or CPO vehicle. 

  This is the only offer at this time. 

   

  Customer Answer

  Date: 02/27/2025

  
  Complaint: 22905943
  
  I am rejecting this response because:
  This is unacceptable Ive had been a bmw customer for so many years and this is the way they would like to resolve it, I left more than 20 voicemails to the supervisor thats handling this situation and there is no response, this just shows how Unresponsible they are for taking actions for their company. I guess Ill hire a lawyer to go forward 
  
  
  Regards,
  
  ***** *******