ComplaintsforHabberstad BMW Of Bay Shore/ Huntington Station

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 X5 from Huntington location. It came with the remainder of the manufacturers warranty which expired September 2023.In March 2023 I ****** the car in due to the check engine light. It was determined that the cause was the lower air flaps but they did not repair it because they claimed it was not defective, which was odd considering the check engine light was on.I was told it was a computer error in the car and not to be concerned.They reset the light and within 2 weeks it came back on.I contacted them again and was told not to worry about it because they already determined it was nothing.This went on for a few months.Then in September I brought the car in for a *** inspection and mentioned the light still being on.The car did not pass inspection originally and they had to "set readiness codes."When I picked up the vehicle the check engine light was not on but within a few weeks it came back on.I contacted them in November regarding the matter and brought the car back to service in December.I was then told the lower air flaps needed replacing and the cost was $1,650.I reminded them that I brought the car in for this issue in March while it was under warranty and was told not to worry about it.Now all of a sudden right after the warranty expires I need to replace it but didn't need to from Mar - Sept when the check engine light was on and it was under warranty?!On 1/4/24 I left without authorizing the repairs and contacted BMWNorth America.They contacted Habberstad and spoke to someone who lied and said there was no prior issue with the lower air flaps or check engine light.I explained that I have a work order that proves it but they said there was nothing they could do about it.Around 1/14/24 my car would not start and I got an overheating error message telling me to wait 2 min to start it.I waited and tried restarting but it wouldn't and this went on for about 2 hours. Now I'm told I need a new starter for $2000 which I know is due to repairs not being made in March.

  Business response

  02/29/2024

  This customer was out of warranty, was offered financial assistance on the air flaps by BMW she accepted, he vehicle was TOWED in for a NO start condition, as a result of a failed starter, we replaced the starter with HER permission, which she was financially responsible for. Again, this vehicle was out of warranty.

  Customer response

  02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  
  My vehicles warranty was in effect when the vehicle was originally brought in for the check engine light in March 2023 and it was determined the cause was the air flaps. The air flaps should have been replaced in March 2023 because they were defective at that point AND the car was under warranty.  Offering a discount on it a few months later when the warranty expired is meaningless because it should have been repaired for free  
  ***** *******
  

  Business response

  03/11/2024

  at this point, we have been informed that Ms. Escobar as filed a small claims court case against us which is now being handled by us in house council Saul Zabell. All documents have been provided to him as well at this time. 

  Customer response

  03/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  Very dishonest business.  You could have had a lifelong customer but now I’m in the process of purchasing a vehicle from a different dealership and I have notified my family and friends not to purchase from your dealership because you do not honor the warranty. I have also notified my thousands of followers on social media.  I look forward to hearing the bs your in house counsel tells the court 
  ***** *******

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In August of 2023 I traded in my leased 2020 *** 228i to ******************. I did not turn the leased vehicle in to ***.I traded it in and purchased a Lexus because I have had many issues with the tires on the *** and have had to spend thousands of dollars a year due to blowouts and bent rims.I leased a 2020 *** 228i on 12/14/2020. The vehicle came with low profile run flat tires. The vehicle has needed about 2 new tires per year in addition to additional costs to repair the rims when there is a blowout. I was told that the pot-holes have been very bad in this area lately and that is why I have been going through so many tires. I have been living and driving in this area for 25 years and have not had any problems like this with any other vehicles. The only thing they offered me was tire insurance at a cost of $800 per year. I don't think it is reasonable to go through 2 tires and bent rims ever year. This is normal use of the vehicle, I am not driving it off-road. Buying extra insurance so that air stays in the tires is rediculous. After trading in the vehicle my account with *** Financial Services showed a charge of $350 as a disposition fee for not purchasing the vehicle. There is no paperwork that shows that I turned the vehicle in, because I did not turn it in. I called them to resolve the issue and they said it doesn't matter if I turn in the vehicle or not, I get charged for not purchasing it. I said that since they accepted the vehicle from a third party (because I did not turn it in) they should have charged that third party the $350. They told me that is not how they do it. I never agreed to pay the disposition fee. I think that if they are willing to accept the return from a third party they should collect any fees owned from that third party.

  Business response

  09/07/2023

  Hello, unfortunately ****************** did not purchase the vehicle from Habberstad *** so I have no records of that transaction whatsoever.  On your original lease agreement with *** Financial Services, you agree to pay a disposition fee upon the consummation of the closed end lease agreement.  However, this fee is waived if you purchase the car or another ***.  We are not billing you the disposition fee; *** financial services is.  We cannot be held liable for a fee charged by a bank.  I am sorry to hear about your issues with tires however it is true that the roads have been a lot worse lately than in previous years which is why we started offering Tire and ************* policies.  I think that you should contact *********************** who claimed to have purchased the off-lease vehicle as they would likely be held responsible for assisting with the disposition fee.

   

  Sincerely,

  Customer response

  09/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As stated in the complaint, if Habberstad *** is willing to accept the return of the vehicle from a third party, they should also hold that third party liable for any disposition fee.  The response from Habberstad *** does not address this issue.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing because the service team at the Huntington ** location refused to give me contact info for a manager.My car is a 2020 *** 330i which I leased from your store less than 3 years ago. The check engine light recently came on and when I scanned it, it came back that the kidney grill flaps were faulted. The technicians at the Huntington location told me that there was a crack in the grill which comprised the entire lower component and that it would cost $1,700 to replace (this part is selling for less than $200 on some websites). I was extremely taken back to hear this would not be covered by warranty as this is not a typical wear and tear part. If you take a look under my bumper, you will not find any scratches, dents, or anything that would indicate that the grill is cracked because of my driving. In fact, if you go online, you will find hundreds of people that have experienced this very same problem in the first two years of owning the vehicle and that *** had issued a bulletin on extending the warranty for this product for older models. The majority of these people had the replacement covered by warranty. The team at Huntington decided to be on the wrong side of customer service and wanted to charge me $1700 for a defect/poorly manufactured product that they cannot prove is my fault. In fact, after keeping my car for 7 days, they weren't even able to tell me if the flaps are still opening or closing. I strongly feel that this is something that should be covered by warranty so I am writing you to see if you could help make this right. If not, then to at least help me with getting back my money for the diagnostic testing.

  Business response

  05/22/2023

  unlike what the customer claimed, as pictured in my attachment, the part IN question is physically damaged. This was provided to the customer, who was also offered a 50/50 goodwill offer on the repair cost. the customer declined the repair paid our diagnostic fee and took the car. 

   

  Customer response

  05/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  If the part IN question was damaged then this is at fault of the manufacturer. Plenty of other customers online are complaining about the same issue. ***************************** (the service advisor) also told me that many people have been coming in with the same issue and *** decided not to cover these defects under warranty because of the volume of complaints coming in. When I asked the service team how this couldve been damaged considering there are no dents, scratches, or marks under my bumper, or anywhere on my car for that matter,  they LIED and told me that they have reason to believe my car was in an accident, that my front bumper was painted over, and that there are parts of my undercarriage missing. When I asked them to show me all of these things, there was no response. It is all false. I have all of these false claims in writing from ****************************** The part IN question is a poorly manufactured part and is not damaged because of anything I did. This should be covered 100% by the dealership. The lack of ownership and the way the dealer is handling this situation is shameful. 

   

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

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was taken in for service on 12/23/2021 to repair the DriveTrain Malfunction under ************* vehicle was stolen from dealership on 12/27/2021. The dealer and adjuster did not fulfill their responsibility of repairs. The *** malfunction was displayed on 01/04/2022 during the time the vehicle was in the thieves possession. Upon retrieval of my vehicle and between adjuster, winter storm and autobody shop, my vehicle was not returned to me until July. **** from BWM claimed the geico adjuster did not contact them to repair the *** and said i would need to pay for it; the adjuster did not return my text 09/29/2022 regarding the issue (***** ************ claim #**********). After being told i would need to pay for the service of the Drivetrain Malfunction; i paid for the service and a couple of weeks later the same Drivetrain Malfunction light was displayed; i sent **** from *** a photo and text showing the malfunction; but he never replied *************). My vehicle has 2 services that are incomplete and during the time of this situation; the relationship between me and the dealership is very tarnished; i reached out to Habberstad of Huntingtion to ask for their assistance and was told to go back to Habberstad of Bay Shore since the problem occurred there. Please help me to get my vehicle fixed i paid for one service and the other was supposed to be covered under ***** due to my vehicle being stolen; neither of them will help me.

  Business response

  11/30/2022

  We have fulfilled any and all of our responsibilities to the customer. There are many reasons for a drive train malfunction light to come on, they simply want to keep referring previous repairs. If they want the car repaired they will need to aprove required diagnostic time.  back to Tell us why here...

  Customer response

  11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  Im not asking for previous repairs to he fixed the drivetrain malfunction was diagnosed and claimed to he fixed by *** it is not fixed, the relationship between myself and *** is strained to say the least hence the reason i have opted for help from a third party. how many diagnostic tests does the vehicle need to undergo to be fixed.  if they are not willing to help can you obtain  at the very least the name of a regional manager to bring this complaint to their attention well?

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

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My problem originated when they performed a routine recall (on the ************** Electronics) on 5-4-22 and damaged the iDrive cars electronics. We never had a problem with the iDrive before the recall, but immediately did after its return. Then they had it for 52 days to diagnose and fix, but didn't repair anything, because they said it was pre-existing, but never showed me such. Rather their 5-4-22 error report (attached) doesnt show a Head Unit error, but their 7-13-22 error report (attached) does. This proves the iDrive problem was faulting after they performed the recall and not before! I was then forced to pick up my car as is and then to contact their ************************************** My case manager ****** was very helpful in trying to resolve this was unsuccessful and had done everything possible. Habberstad refuses to produce documents to prove their false claim or to show it was pre-existing. His last option was to file a complaint on 9-2-22 and suggested I try to continue to work with Habberstad's Service Team. Unfortunately, they refuse to return my calls and provide any supporting documents that they did not damage my car! An example of their unwillingness to resolve this issue is I had written a ****** review that ************************* responded to contact him. I did. I called 3 times over the past week and he was busy, so I left 3 messages. He still has not called me back.I have additional documents to support my claim. I apologize for the many docs, but the documents I highlighted had to photographed to see the words that were blacked out.Please let us know what can be done or how we should proceed. Thanks!

  Business response

  09/09/2022

  we performed the recall on 05/04/22 which required programing of the vehicle. The customer later notified us of the display screen intermittently going on and off. The customer brought the car back to us for inspection June 28th 2022. we then had *** NA pull data from the vehicles stored history looking to see if there were any previous stored faults for the customers concern with the screen, PRIOR to the recall being performed. AS per *** NA field technical engineer, there were previous faults for the concern that go back to ****** Km, when we performed the recall the vehicle had ****** Km. With that, the issue was clearly there before the recall was completed. Due to the agreements between *** NA and the dealerships, we are not permitted to release *** NA publications and or internal conversations. 

  The customer also opened a case with *** NA , which was ultimately declined .

  Thank you...

   

  Customer response

  09/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for allowing us to respond to Habberstad's false statements and incorrect truths.Please allow me to state the facts in the attached document (response to Habberstad's response to BBB.doc) and the 2 other attached documents (5-14-22 and 7-13-22 error report photos.jpg) that support such. Habberstad continues to lie and not cooperate to resolve this issue. They are trying to say that the cause is the 3 low voltage errors that occurred over the course of 5 years. The first being in 2017. Habberstad first said it could just be a battery. So, the battery was replaced on 8-24-22 by Habberstad and I.It didnt correct the problem or have any effect on the cars operation. They further diagnosed it at their expense and told me that they discussed it with *** NAs field technical engineer, because now a Head Unit error (E1C440) is the cause for the iDrive problem. Which doesnt appear on Habberstads error report (5-4-22 error report photo) from the date of the recall, but appears on their error report after the recall (7-13-22 error report photo)! According to their error reports, this confirms that the cause of the problem was at the time of the recall, not preexisting. Please keep in mind that the iDrive problem never happened before they performed the recall and Habberstad never proved such. We ordered and bought the 2013 car new in November of 2012. It is a well maintained and garaged car.
  Another lie from Habberstad is that my case with *** NA was declined.It was never ever declined, rather my case manager, ****** @ ************** sent 3 emails and attempted to follow-up with several phone calls. He said they were uncooperative and couldnt force them to produce additional error reports that support their claim or fix the vehicle, because they are the only ones who have access to the reports and they are a dealership, which is not controlled by *** NA Corporate. After 24 days and many correspondences with Habberstad,****** said he did what he could, but took it as far as he can and then filed a formal complaint on my behalf on 9-2-22.
  Since I was unable to upload my full response, as ******* and I discussed on 9-13-22, please copy and paste my complete response from the attached document (response to Habberstad's response to BBB.doc) into our Complaint Case. To help understand Habberstads liability in this matter.
  Thank you

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

  Business response

  09/13/2022

  Our response is no different than the last. we have documentation from *** NA that clears us on this matter. 

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 16th I purchased a *** X5 SUV from Habberstad *** of *** Shore. Before purchasing the vehicle I asked if the vehicle comes with 2 keys. I was told "It has 2 keys not sure about digital key. I told my detail people to go through the care thoroughly. If the 2nd is missing being that it is a certified, we would order you one, but I'm pretty sure both keys are there". I went to their dealership in Long Island to pick up the car from **. When I did a walk through of the car it only had 1 key fob. I immediately raised this with the car sales man and even with their finance person. They said the other key fob was in their other dealership. They promised to mail it to my residence. I have been given the run around since the day I left the dealership.This is the timeline:Oct 16th - ********* care Nov 5th - I Followed up ( Key is being sent out today)Nov 17th - I Followed up ("will do")Nov 20th - I followed up ("Is this *****************")Nov 22nd - I received my plates, followed up on the key ("I was speaking with *******, It looks like we are going to order you a 2nd key")Dec 28th - I followed up again ( " I will check with *******")Feb 12th - Followed up again - No answer This is very unprofessional and need to find a resolution.

  Business response

  02/14/2022

  This vehicle was not part of the *** CPO program therefore two keys are not required.  However, we have ordered a second key and are shipping it to ******************.  Apparently we extended this gesture before as well but the proper documentation needed to order the key was not given to us in our Parts department.  We are rectifying the situation and providing the key remote and key insert to the customer.
  

  Customer response

  02/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I would like to have the key received before I can say this issue is resolved.

  I purchased this car as a certified pre-owned vehicle. In the business response they are saying it was not part of the *** CPO program. As they continue on their response making it sound like they are doing me a favor.  If the vehicle was not a CPO, should I get some funds back?

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

  Customer response

  02/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am looking for explanation on the business previous response.  The car was not part of *** CPO program.

  Is the car I purchased a Certified Pre-Owned? 

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

  
  
  
  
   
  

  Business response

  02/26/2022

  Yes is it is certified preowned.  The cpo is active on your vehicle.  I was given incorrect information in my original response to you.  

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am leasing a 2021 *** 228 xi from this business. Within the first 11 months and approx. ***** miles of the lease, I have had to replace tires 4 times along with a rim fix, and will require a 5th tire now. This has cost me close to $2000 on a lease. I know that this is unusual; my determination (with some agreement from the service ****** is that this model has tires that are too low-profile for the roads I need to drive to get to work. Normal potholes create blowouts. I have never had this problem with any other car, including the two others I have leased and financed with this dealership. On my last visit, one of the service advisors came up with a good idea; he suggested that he speak with his district manager to see about swapping out the rims for an OEM set a size smaller that have thicker tires to be put on the car. This seems like a reasonable solution. However, it is unclear whether this was done. I tried calling the rep with no response, and when I came to pick up the car the last time I needed a tire, he said he hadn't heard back. There has been no closure to this. My only option in the absence of help will be to sell the lease which I really don't want to do.

  Business response

  11/23/2021

  This customer has not been into our service centers for August 2021. And from that date and the date of this response we have no knowledge of any further tire failures.

  every customer that purchases a car from *************** is offered tire insurance coverages car. The customer declined those coverages , causing there out-of-pocket expense for tires and rim replacements .

  There is no alternative tire size as a customer states nor are we permitted the altar the design from factory parts that *** built the car with without prior written approval from *** North America which weve never received.

   

   

  Customer response

  11/24/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I'm in a situation where I have a car that I cannot confidently take anywhere and it seems that *** is only happy to replace tires, alignments, rims at my expense, not provide any support after the sale for a customer that is simply trying to use and enjoy his vehicle.

  Nothing further has been offered to help with this admittedly unusual situation, but it's a situation nonetheless. Standing with "the customer declined tire insurance" is a cop-out. I couldn't have known that this profile of tire would result in this level of issue with where I drive until I drove it. I have never needed to take out tire insurance. Again, I've never had this issue with any other ***, of which this is the third gotten from this dealership, nor was it ever an issue with my prior MB C300 or GLC300 which also have run flats.  

  They haven't received approval because they didn't ask for it. The representative said that if they could to it, it would be with OEM product and seemed pretty confident in that statement.
  Does *** feel that it's acceptable for a customer to have to replace a tire on average every 750 miles? That's where I'm at with this vehicle. 
  

   

    

  Business response

  11/29/2021

  Sir, there is nothing more that can be done. at this point I would suggest you contact *** NA. We at the dealer level can not alter any car without their prior written authorization. What I can offer is that you come to the dealership and purchase wheel and tire insurance. 

  Customer response

  11/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would be interested to know the details of tire insurance at this stage in the lease. Please contact me at ************ when convenient to discuss. Thanks. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

*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. ↩