ComplaintsforBMW of Tigard

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had car problems diagnosed at **** *** several months ago. They misdiagnosed the problem that needed repair and sent us home with the car resulting in catastrophic engine failure . This is after we paid *** of ******* $7900 for repairs that werent effective to fix the car. Kuno *** wanted $5,974, to repair the engine and make necessary repairs to fix ******* ***s faulty repairs. We were sent home from **** with the car not repaired and have now saved up the repair money. **** stated that the timing gears needed replaced. The car left us stranded again on our way home from Kuni ***. Neither Kuni or ******* *** would repair the car properly. They refused. It is now at European Autoworks, on ***************** in ********. Mobe, at European Autoworks told us that it was a faulty repair by ******* *** and diagnostic done by Kuni ***. The camshaft bolts were loose and the camshaft looks like a banana resulting in engine failure. European Autoworks # ************

  Business response

  07/31/2024

  This vehicle came to *** or Tigard formally Kuni *** 7/5/2023 with multiple failures requiring many costly repairs on several different areas of the engine. On 8/7/2023 vehicle shows ****** miles on the odometer. The failure that customer is referring to is not anything ******************** attempted to repair in the past. An estimate was given to repair the issue causing faults related to the camshaft adjustment units, the customer declined the needed repairs. ******************** is not responsible for the needed repairs, nor did BMW of Tigard perform any work related to this part of the vehicle. BMW of Tigard is declining any liability to the current repairs needed to resolve the customers concerns. The original estimate still stands as presented on 8/7/2023. 

  Thank you 

  Customer response

  07/31/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my vehicle in full from ******** last year. As part of the deal, I was forced to buy a Stargard GPS bundle for $750. I was told to contact Stargard for activation, with no additional information required from my side.When I contacted ********, they asked for the **** number of the device, which the dealer could not provide, and cannot prove if they actually installed the device. It has been almost a year, and I have received no response from either ******** or Stargard.To make matters worse, the salesperson at ******** has been rejecting all my calls and emails. They will only contact me if they realize they forgot to collect some tax.This has been the worst experience of my life. I was forced to pay $750 for a GPS device with no assistance for installation or activation, and I can't even verify if it's installed.I need ******** to activate my service or refund me the money. I have spent a lot of time checking with local dealerships and trying to locate the device in my car.Given the time and effort I have invested, I am also expecting reimbursement for all the time I spent.

  Business response

  07/08/2024

  I would love to resolve this very quickly. Could you please provide me with your phone number and possibly the last 8 digits of your vehicle identification number so I can identify your vehicle and file? 

   

  Thank you

   *******************;

  Customer response

  07/08/2024

   
  Complaint: 21951012
  
  The last 8 digits of VIN is LA285479.

  I do not want to provide my phone number based on my previous experience with you guys.

  You guys will only call me for information you need and never response to my call.

  If you need the entire VIN I can provide you.

  Thanks,
  
  *******************

  Business response

  07/17/2024

  A full refund of the product has been issued $750. I have been communcating with the customer, I'm awaiting confirmation that the refund has arrived to the customers home. 

  Customer response

  07/24/2024

   
  Complaint: 21951012
  
  I am rejecting this response because:

  I have **** reached out trying to help with my issue, was expecting the solution from middle of last week but haven't received anything yet.

  Now **** is out for vacation and provided with two other contact info.

  I'm trying to contact the two contact info on follow up twice but no one read it or reply, it's already been over two weeks from July 9th where I hear from them last time.
  
  Sincerely,
  
  *******************

  Business response

  08/01/2024

  A refund check for the amount of $767.98 was sent out yesterday, please allow till the middle of next week to arrive. When the check arrives, could you please email ***************** that check was received? 

  Thank you 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I placed an order via phone with agent named *************************. Total of 11 items. Package was received in terrible shape. Box was crushed and tape was off. Edges of the box were open. Upon opening the package, I found 1 item broken and that my order was not complete. Out of 11 items ordered, I received 8. I called to report this matter and spoke to *********************** who asked me to send an email and pictures of missing items and of the broken item along with a photos of the open/damaged package. I did so. Called about 5-7 days later. ****** said he was unavailable and had forgotten to look into my email. Waited another week or two and called back for update. ****** said they were still investigating and would get the items to me as soon as possible. After another few weeks I called again and now I was told there was nothing they could do. Spoke to supervisor who said I had to report it the same day I received it. Problem is that I work for the railroad and was out of town working when package was delivered. As I got home a couple days later, thats when I noticed the problem and reported it. Supervisor said there was nothing they could do. He said they couldnt even exchange or return the item that came broken. I need to return the broken item for a refund. ****** said he would send me a shipping label but never did. I also need a refund for the items that I did not receive.

  Business response

  07/11/2024

  $420.23 refunded back to your credit card. BMW of Tigard apologizes for the inconvenience. 

  Customer response

  07/11/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Prior to 7/19/23 I had received several pieces of marketing mail via the US ************** from ******** for a person that had not lived at this property since January 2021. Her name is ***********************. This marketing was advertising for car maintenance. On 7/19/23 I called **** and talked to *******. I told her of continuing to receive marketing from **** for over two years for someone that doesnt live here. I gave her the name and address details on the marketing envelope. I asked if she could stop sending this marketing mail to my address. She said she would give this information to the department that handles this. She also told me there were new people handling this, and I should call back if it continues. On 10/27/23 I received another piece of marketing mail for this same person from ****. I called **** and talked to ********. I told her what happened when I talked to ******* on 7/19/23. She said the person who handles this was in a meeting and would call me back later. I never received a call back. On 2/21/24 I received another piece of marketing mail from Kuni. This marketing was solicitation for the purchase of a new **** On 2/21/24 I called Kuni and talked to ***** in the *********** I gave ***** a history of the problem. He asked if I lived on the street I live on. I told him I did. He asked me to spell the name of the person on the marketing mail. I did that. Then about one second later he told me he removed her. I asked if he was going to give this information to someone else. He said didn't need to because he had already taken care of the problem (apparently by removing her). Today, 3/25/24, I received another piece of marketing mail from Kuni (attached) for car maintenance for this same person that hasnt live here since January 2021.

  Business response

  03/26/2024

  I show no information under this name, email or phone number in ****'s data base. We have no reason to market to customers who do not want any communication or marking material. If I could ask for a screen shot of the message, forwarded email, other names or phone numbers the vehicle could have been under, I will find where the communication is coming from.  I would love to resolve this immediately. My direct email is ************************ and my direct phone is ************. 

  Thank you.

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

  Service Director 

  BMW of ******, formally Kuni BMW. 

  Customer response

  03/26/2024

   
  Complaint: 21482902
  
  I am rejecting this response because:

  In my original complaint sent to the BBB, I enclosed an attachment of the mail I have been receiving from ******** since March of 2021. This mail is being delivered by the US *************** The mail attached to my BBB complaint was received at my home address on March 25, 2024.  
  Either ************** did not open the attachment, or opened the attachment and for whatever reasons did not see the connection between what was attached and what the issue was for my complaint. 
  So to try to make things simple:
  1. I have reattached the same attachment from my original complaint. 
  2. If ************** opens and views the attachment, he can see the following name and address on the marketing mail Kuni continues to send to my address
  ***********************
  ***********************************************************-9678
  I am not ***********************. I have never met or had any interactions with ***********************.
  So someone or some entity, somewhere, has ************* name and my address, AND CONTINUES TO SEND MARKETING MAIL ON BEHALF OF KUNI **** via the ** *************** to my home address. Therefore, it must be within the realm of possibility for ******** to locate this information, and to stop sending marketing mail for this unknown person to my home address. 
   

  Business response

  04/04/2024

  We have discovered the materials have been coming through the vehicle manufacture **** I did make contact with **** the records have been updated and you will receive no more marketing materials. As stated earlier, **** no longer retains any more customer information in our data base. **** apologizes for any inconveniences this may have caused.

  Thank you.

  Customer response

  04/04/2024

   
  Dear Better Business Bureau:
  
  Response made by the business in reference to complaint ID ******** accepted. Should for whatever reasons *** continue to send marketing to my address at some future time, I'll need to reopen the case and request **** contact them again. 
  
  *****************************

  Business response

  04/04/2024

  Your address under **** has been deleted as well. 

  Customer response

  07/10/2024

  Today I received another piece of marketing mail from *** in Tigard ******. The mail is no longer from Kuni ***. This is because Kuni *** changed their name (and apparently their location) to BMW of Tigard. 

  Business response

  07/15/2024

  It was found that the address was attached to the vin in *** the manufactures data base. I've been assured that the address has been removed by the manufacture. Sorry for the inconvenience and frustration this may have caused. 

  Customer response

  07/15/2024

   
  Dear 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.

  As everyone knows, after I accepted the original response from the business on 4/24/2024 stating I would no longer receive this mail, I again received this mail on 6/25/2024. 

  Hopefully this is completely resolved as implied by the response from the business today. But should I continue to receive this mail, then unfortunately I'll need to reopen the case.

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

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/25/2023, my 2017 *** 33e, was dropped off at the ******** of Beaverton, dealership due to the check engine light being on. During FULL vehicle inspection, the diagnosis they had found that the water pump was the issue, and sent a picture of the water pump (not the actual leak of it). The amount paid was ******** was paid by me in full. 1.5 days later, after receiving the vehicle, now the check engine light appears again. I call the dealership, and they told me they cannot get me back in for two more weeks, so I wait. After that time, the car was brought in with a new diagnosis that was ALREADY previously inspected, during the first service (said to be in proper condition) and they send a video of the coolant leak that is now diagnosed as the new problem, theyre now saying its another $1289.64 to repair it. After requesting proof that the first repair was actually necessary (needing to see the leak) they denied and offered a discount. I believe I should not have to pay for the first repair as I believe they miss diagnosed the vehicle the first time it went to get service. During the second time, they provided a thorough, video of the issue. I feel like I just not have paid for something that was not necessary to fix. They were very dismissive and rude; so I felt obligated to pay. I spoke to **************, the general Manager and **** the parts director, they both did a three way call and claimed that the water pump was just pulled apart as seen in the picture and couldnt show me the actual leak.

  Business response

  06/05/2023

  ******************** brought his 2017 330e *** to ******** on 4/25/2023 for a service action B170121 coolant vent line replacement. After performing the service action, ******** found a coolant line different from the one covered in the service action leaking coolant. Kuni recommended replacing the leaking coolant line; this line goes from the turbo charger on the right side of the engine over to the left side of the engine routing behind the engine. The customer approved the recommendation on 4/25/2023 at 1:09 pm. ******************** approved the work recommended to replace the turbo coolant line leaking coolant. On 4/27/2023 at 2:17 pm. the vehicle was ready for pick up. On 5/19/2023, ******************** returned his car with a complaint of "coolant warning still coming on." **** found the engine coolant pump leaking which is in a completely different location. On 5/22/2023 9:21 am. ******************** approved the replacement of the coolant pump. In the complaint, ******************** stated I spoke to him rudely and dismissively; I never talked to ******************** ever. On 5/26/2023 at 1:15 pm, I spoke with ******************* who stated she is part owner of the vehicle and wanted an explaination on why there was another coolant leak. I explained to *****, after extensive pressure testing, we found no other coolant leaks during the first repair of the coolant line. I explained to her the coolant pump is in a completely different location from the coolant lines that was replaced previously and there was no over-lapping labor. This repair would be separate even if it had been caught at the time the first coolant leak was repaired. ******** supplied a clear picture of the first repair showing the coolant leaking out of the turbo coolant line on the first repair; Kuni also provided an explicit video of the coolant leaking out of the coolant pump from the bottom of the engine where the coolant pump is located viewed ********************. As both ************ and ******************** were extremely unhappy, ******** discounted $500 off the repair to promote customer satisfaction. 

*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. ↩