ComplaintsforBMW of Columbia, LLC

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was billed for service that I didn’t have done. I bought my car in there for a recall purposes just to find out they didn’t have a part. I booked my appointment through BMW of America.

  Business response

  10/03/2024

  Not sure what Ms. ****** is referring to.  The last time we show the 2011 BMW 328 in our shop was 05-22-2023.  There was no charge.  Before that there was a charge for an oil change on 01-19-2023 for $99.95.  We will be happy to assist Ms. ******.  All that we need is a receipt showing that we charged her for service.  Our records show no charges were collected the last time she was here.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My review may not mean anything to this company but here is my experience. i order a key on 9/17/2024 and was told this high dollar key replacement would take 3 to 5 bus days and I would receive a call. It is 09/26/2024 I have called everyday since 09/23/2024 and after all the apologies I am still without a status racked up $300 in Ubers and $200 in tows later still not even a phone call. I understand my business isn't important to you by the way I am being ignored. As the viewers can see I was contacted today I will keep you posted. 09/27/2024 I still don't have my key. update 10/01/2024 still no key or any call from bmw/update no call no key 10/02/2024 i have been calling daily at this point for the key. was never able to hear from GM sent email to him and asked for him each time i called.

  Business response

  10/03/2024

  TI have copied Zac on this email chain.  I have asked him to provide you the documentation that the key was ordered.  At this time we do not have a status on when the key will be here.  We have to order a key from BMW North America which is not our company.  We do not have the ability to make keys on sight.  The feedback on our inquiries about the key you ordered is that it is on backorder.  We have expressed our concern with BMW North America.  We want to get you your key ASAP.  We do not want you to be without a key.  Please see attached documentation showing when we ordered the key and our last follow up which was today.  On that document you will see that there is no availability and that there is 94 ordered keys in the USA at this time.  We apologize for the inconvenience.  .

  This is the email I sent Ms. *******.  We are a franchise.  We order BMW parts through BMW North America Parts Distribution.  Unfortunately the key she is requesting is on back order at this time.

   

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I leased a vehicle from this Dealership and at the end of lease I bought the vehicle for 55,900.15. The money was taken out of my checking account on June 14. Paid if full. I telephoned SC DMV regarding my title status and was told that BMW still had a lein on my vehicle. Ergo I cannot sell a vehicle I don't own. Accordingly I want my money back. I made 6 phone calls to what I thought was the dealership but was talking to someone in another state. Finally got someone in the showroom who indicated that they would check with the title person. Have not heard anything back. I called BMW financial services and asked if they had a lein on my vehicle and they hung up on me. This is awlful and I need compensation or the title ASAP

  Business response

  06/20/2024

  In the State of South Carolina a dealership has 45 days to execute a title.  Mr. ***** purchased his lease back on June 14th.  The car was paid off on June 17th.  BMW Financial Services will send the title to BMW of Columbia and we will  then send needed paperwork to the DMV.  We will expedite the process on our end as quick as possible.  So far there has been only 3 business days form the day he purchased his lease return and when I am writing this response.  BMW of Columbia will do everything in our power to expedite the title process as soon as possible.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was serviced for an oil change on 1/26/2024. On 1/27/2024 I noticed a burning smell and my car was making a squealing noise. I originally thought the burning smell was just maybe some oil leaked on and it was just burning off. I thought the squealing sound was my breaks. A few weeks pass I continue to smell something burning and the squealing continued but it only did it every so often. The squealing got louder and o started to see my car smoking so I took my car back to BMW yo have them check it out. I was informed that my valve cover needed to be replaced. Usually when I go to bmw the customer service is always great and I usually get a video of the work being performed on my car. When I got my oil changed on 1/26/2024 there was no video sent to me. I have had no issues with my car until this oil change was done and I think it was something the technician did and did not tell anyone while going my oil change. I asked to speak with a manager and he was just as rude. He talked to me like I was a child and did not hear my concern nor was he trying to be helpful. I mentioned to him why I didn’t get a video when my oil was changed he said that was his technicians fault. They are trying to charge me $2700 for something that they caused. I feel like I was targeted because I’m a female and they thought I didn’t know any better. I will be filing a civil suit against them in this matter. But I think bmw should be liable for these damages.

  Business response

  03/22/2024

  This BMW X5 is a 2018 with 135360 miles on it.  When Ms. ***** came back in to check on the X5 "smoking" we showed her where her Valve Cover Gasket was leaking.  From the video that we did take it is apparent that the leak was preexisting.  Gaskets deteriorate over  time and usage.  It is common for a BMW X6 with 135360 miles on it to have leaking seals and gaskets.  The implied tampering with Ms. *****s BMW X5 is unfounded.  We offered Ms. ***** a discount for repairs, however she refused.   

  Customer response

  03/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: No one Ever mentioned to me about a discount on services. The manager I spoke with was very rude, kept reiterating to me that because of the year and mileage that these things would occur with this vehicle in which I understand and speaking to me as if I was clueless to what he was saying. I have been a loyal customer of BMW for several years and has never had any issues. Any time my car has been serviced they have made me aware of things that should be taken care or any problems they see related to my vehicle. I do suspect tampering. It very well could have been an accident on the technicians behalf and I understand things happen. I had issues right away after my car was serviced by BMW and no video proof of what was done. I found that very strange after being sent videos any other time my car has been serviced. 
  
  Sincerely,
  
  ******** *****

  Business response

  04/02/2024

  We will assist you in repairs on your BMW.  We did not cause the issues you are having with your BMW.  

   

  Sam R*******

• Initial Complaint

  03/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  10/2023 i purchased a $5,000 extended service contract with this dealership. Everything was fine until 1/2024, I noticed i was being charged twice for the monthly installments. I contacted Jeremy Easterling to resolve this, as he is who i was working with. It’s not only hard to get a clear response from Jeremy but also hard to get any resolution. It is now 2 months later and this hasn’t been resolved. I contacted the contract servicer, and they told me the dealership needs to give authority to cancel, the customer cannot do it. However, the servicer did stop the payments so my card wouldn’t be double charged while the issue was ongoing. Then, i got a notice from the servicer that the account is past due (since the payments were stopped). I called the servicer and said the dealership still hasn’t resolved this duplicate account issue, but can you put an administrative hold on the account? They said no, we don’t have the authority and if the past due status remains like this, they will send the account to collections WHICH WILL IMPACT MY CREDIT SCORE. This is so frustrating. Meanwhile, i still am not getting any clear answers from the dealership on why it’s taking so long to review my account and see that i only have 1 contract and the duplicate account needs to be closed and refunded for the double charges. It’s been 2 months? This issue should not take more than an hour from the dealership to resolve. So now my credit is at risk for something that was never my fault? And the dealership cannot do anything? Everyone at the dealership keeps pointing fingers at someone else and no one wants to put any effort to make the customer whole again. They are so quick to take your money, but when there’s problems associated, they give the customer nothing more than silence. This company has never been helpful, from it’s management to its administration and now i am stuck owing on 2 accounts when it should be just 1. Please fix this. It’s been 2months!!!

  Business response

  03/15/2024

  The issue has been resolved.  The process was not handled properly from the beginning.  There was a breakdown in communication between the third party companies involved with this transaction.  

  Customer response

  03/27/2024

  
  Complaint: ********
  
  Thank you for your response.  I am wondering if you could possibly provide the documentation that *** has provided you?  I have called *** and they advised that they will be issuing me a refund; however, they will NOT close the account because they are waiting for the dealership to provide them with a check for the refunded amount.  Only then will they close the account.  This was told to me on Monday.  I am not sure if BMW of Columbia has sent the check since it's now been about two weeks since BMW told me they "resolved" the issue?  If so, could confirmation of that be given as well?  Thanks.
  
  Sincerely,
  
  ***** ****

  Business response

  04/02/2024

  The Copy of the check that I emailed to personal account was the check that we overnighted to ***.

   

  Sam R*******

• Initial Complaint

  12/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Lexus UX250h from BMW of Colombia. VIN: *****************. It was not a great experience and I have been trying to work with the dealership directly to remedy the poor buying experience. I have emailed Daniel Bostic several times who contacted me after the salesperson Mike L********* was unable to do much of anything -- but Daniel has stopped responding to my emails. When I emailed him on 12/6/2023 and 12/7/2023, he did not respond. Then when I emailed him on 12/8/2023, I received an automatic reply that his mailbox was full. I can only assume that he is now avoiding me and has blocked my communication. This is unacceptable and is the reason why I am now perusing this through the Better Business Bureau. I look forward to resolving all of my complaints in a swift and professional matter so that all parties can move forward. Please provide an update on the following: 1. When should I expect tag/title information from Georgia DDS? Have you sent all of the information to them? I would like detailed information. 2. When should I expect the check for the detail reimbursement which was agreed upon due to the poor condition of the interior? (Tracking #?) 3. When should I expect the check for the break fluid, air filters, oil change, etc which was agreed upon due to the lack of proper work done on the vehicle prior to sale? (Tracking #?) The dealership has satisfied my two other items: They sent the paperwork electronically after I asked them repeatedly over the course of a week. It should not have taken this long but ok. I also received the $4,500 trade in check on 12/7/2023. Please respond IN-WRITING via the BBB platform for my records. *******

  Business response

  12/19/2023

  All issues have been taken care of.  Some of the complaints take time.

   

  Sam

  Business response

  12/26/2023

  We will be happy to trade you out of the car.  When purchasing a Used Car there will be defects.  We have provided you additional compensation for said defects.  

  Best Regards,

  Sam R*******

  Customer response

  12/26/2023

  
  Complaint: ********
  

  I reject the response for the following reason:

  While I understand that I did purchase a pre-owned car, as I mentioned in my previous message, the used sales car manager told me with full confidence that the cosmetic defects in the car would come out with a detail. This includes the poor discoloration of the interior door panel, the scratches and dents in the front hood, and the discoloration of the leather seats. The car was sold to me under the auspicies that it was in "good" condition. These defects did not improve after the BMW detail and a private party detail. They will not come out of the car. Therefore, I feel like I was lied to by the used sales car manager. If I had known this information that the defects would not come out with a detail, I would not have purchasd the car AT THE PRICE LISTED. I would have instead negotiated for a better price, or went to a different dealership.
  
  Suggested Solution: After consulting Kelly Blue Book and their rating of the vehicle, I believe that the car instead falls under "fair" condition. I would like to receive  compensation for actual condition of the vehicle. I would like to suggest $1,500 in compensation which I believe will accurately represent the true condition of the car. I have attached a Kelly Blue Book value which shows the value of the car  rated at 'FAIR'.
  
  While I appriciate the offer to trade in for another car at your dealership, I cannot accept this because you do not have another Lexus UX 250h in stock, and this is the car that I want to drive. Had I not purchased the Lexus UX 250h at your dealership, I would have done so at another dealership. I had several other options availalbe to me.

  I will consider this matter closed once the car is accurately priced. I have had the car checked out at Lexus and mechanically it is fine. Therefore, I am open to keeping the car. However, if I go to sell the car in the future, I will take a hit based upon the "fair" condition of the car.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03 Aug 2023, I took my 2005 BMW 545I to BMW of Columbia to have my vehicle serviced due to a stripped drain plug, After conducting diagnostic, service agent recommended getting all the valves, gaskets and seals done, replace 2 rear tires, wiper blades, replace battery and a coolant Y pipe. I was charged $10465.23 for labor and $2620.01 for parts. Vehicle wasnt ready till 6 September. I went to pick up vehicle on or around 18/20 September. Although I was quoted a different price, I paid for the services BMW stated they had done. When I left BMW driving the vehicle home, vehicle went into limp mode, stating transmission issues, dynamic stability issues, and another sensor code. Again, BMW had the vehicle for over a month, vehicle did not previous have these issues. I took vehicle back to BMW on 22 September, now I was sent an estimate of another $1700 plus to fix problems most likely BMW caused, I go to pick up vehicle, it is now 04 November 2023. They send me a service fee of $3800 plus, now I am complaining with them pleading that how does a simple fix of a drain plug leak, turn into over $16000.00 plus of services and my car is not operational after being serviced by BMW. There visibly is oil leaking in engine, engine cover wasn't even screwed back on. My chief problem. I am out $16000.00, but more importantly, the car is inoperable, want even start, when again, it was functioning just fine, I just needed the oil leak from drain plug fixed!!!

  Business response

  11/20/2023

  The BMW inquisition is a 2005.  We have explained each repair to the customer.  We advised him that fixing his car would cost more than it was worth in value.  This BMW had much more wrong with it than the drain plug.  We are in the process of working with the customer concerning additional repairs.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had my 2016 x1 brought in several times for minimal repairs , oil change, headlights etc and was very pleased with my wonderful service advisor Mr Mark D******. Every time we discuss repair , I would state one thing at a time and he would follow my instructions after going over what the was needed. This particular time Mark D****** was away on vacation and I had an urgent leak. Mark was a professional, that always got my signature after showing me videos sent to my cellphones , and text messages of every work. Another advisor Demetrius , did not get signature for the other work ! I never gotten even a text message from him on the repair and price . He handled my leak request and I never advised of other repairs. I stated I only wanted the leak fixed. I was told but I said not at this time. This advisor requested more repairs! I feel he stepped out of line and the service manager did nothing! These major repairs were very very expensive. I could not afford it (and I am under serious medical treatments )

  Business response

  11/09/2023

  Ms ****, had her car in our shop on April 22nd.  At that time we worked with both Mr. and Ms. **** even going as far as taking them to the shop and showing them the needed repairs.  At the time both Mr. and Ms. **** agreed to the recommended repairs.  The next step, they both applied for financing knowing exactly what the repair cost was.  The amount that they were approved for did not meet the total due so Mr. and Ms. **** agreed to pay the difference once the repairs were complete.  Their BMW is still at our facility due to non payment.  We have offered to assist Ms. **** and on several occasions having reached out to Ms. **** multiple times.  Ms. **** was provided a loaner during the repair process.  After work was completed it took over two months for her to bring our loaner back.  Not only would Ms. **** not come pick up her repaired BMW she took advantage of our loaner program driving it with out authorization for over two months.  We reached out to Ms. **** several times trying to get our loaner back.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a BMW. Dealership did not disclose that car had been wrecked. We purchased Gap Insurance. We traded the car in at another dealership. BMW Columbia refuses to refund us our pro-rated gap insurance and also refuses to return any phone calls. Had to call them from another phone to speak to Jeremy. He lied to us stating " It's BMW Financials responsible to refund us our gap money.

  Business response

  03/27/2023

  Regarding **************

  Customer purchased the BMW on 7-8-2022.  The customer was shown and signed a copy of the Car-Fax which states that the car had a accident reported on 08/15/2021.  The second issue is the refund on the gap coverage.  When a lien is placed on a car any cancelation is sent to the lien holder.  When the loan is completely satisfied the difference is sent to the consumer.  In many cases lien holders actual deduct gap policies out of the payoff quote.  Please feel free to contact me if you need additional information.

   

  Best Regards,

  Sam R*******

  BMW of Columbia

  803-404-5400 ext ****

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had repeated issues with BMW of Columbia. The most recent I went in to have oil change and soon as I departed the property the chassis stabilization light came on. I went back and was informed it is more likely hat I needed a new battery and I would need to purchase it from them because they had to register it to the vehicle. The same battery would be half the cost. I was quoted a little over $500. They have the ability to send signals to the vehicle to cause engine shutdowns. I was driving a a relevatively high speed and upbruptly my car shuts down while I was on the interstate this could have easily cause my death as well as a cascade of vehicle pile ups killing many. The same situation has occurred about 10 times or more. Driving the vehicle even in a parking lot and suddenly you make a turn and the vehicle shuts down almost causing an immediate accident. As I stated I have had several issues at this dealership. I went in to have an oil change on another occassion and was informed by the technician that I was in dire need of replacing my tires. The problem with that I had just bought the tires from another vendor a week prior. I was being told my thoughts of me being a woman I needed no tires when the ones on the vehicle was new. You are told they will wash you car when the wash job only smeared dirt. The only positive experience I had was the lobby (waiting area) was nice and clean. My vehicle has a recall. I was told it would take about a day to replace but there are no loaner vehicle.

  Business response

  10/07/2022

  Business Response /* (1000, 5, 2022/09/27) */ Contact Name and Title: David M****, GM Contact Phone: XXXXXXXXXX ext **** Contact Email: ******@group1auto.com Ms. *****, As a long time customer of BMW of Columbia we will gladly assist you with the diagnosis and repairs of your x3. Looking back in your records I do see where your car was brought in with a check engine light on in March of this year. Please give me a call and I will work through a resolution for you. I can assure you that we in no way have the ability to dial into your car and turn lights on. Consumer Response /* (3000, 12, 2022/10/05) */ I spoke with the GM and he has excellent customer service skills. I still have concerns with the outcome after speaking with family members who own large Lincoln and Ford dealerships. My concerns are regarding the extended warranties that should have covered my repairs. My service lights had been on for quite a few ***** ago. I was advised the issue was I needed to purchase a new gas tank cap. I purchased it from the dealer. I am now being told I need to purchase and pay for other issue that came from the same light on order words misdiagnosed the other issue regarding the tire sensor is the same. Due to both issues being present during my valid warranty period I feel I should not have to pay for the repairs. Another concern was the battery. They have a $399 special. As I was sitting in the customer waiting area there were 3 other females and their service associates came out and informed them they had a battery issue and just so happen the dealership is having a battery special Business Response /* (4000, 14, 2022/10/05) */ Customer will have to pay for repairs as agreed. There was no warranty coverage at time of last repair. Customer has declined repairs for oil leaks and battery replacement. Consumer Response /* (4200, 16, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The repairs that the GM is currently referring to were ones that had been misdiagnosed for some time. As indicated I was advised to purchase a gas cap as to why the warning sign had come on for more than one time. I was informed the warranty was at 120,000 ***** which documents the problem was present during the warranty period and had not been properly diagnosed. The same was in regards to the tire pressure. I was advised I needed to purchase new tires as to why the signal was showing wnd in that case I advised them and demonstrated through paperwork the tires were new (about only 1 week old). I was fully under warranty at that time. As I stated again, my vehicle was not properly diagnosed. Thereofre, this is either a dealership or BMW of America issue.

*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. ↩