Complaints

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: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 bought a used vehicle from Grayson BMW/Mini on 2/5/25. Less than a week later I received a notification on the car's vehicle status menu stating that the rear brake pads needed to be replaced. So, I took the vehicle to Grayson's service center and had them do an inspection. The inspection results found that the rear break pads did in fact need to be replaced immediately and the front ones needed replacing a little further down the road. So I said I am assuming you will replace these since I bought the car five days ago. So the salesman who sold me the car goes next door to speak to his sales manager (**** *********). He comes back later and says his boss said no, there's no way he'll replace them, so I grab my wife and go over to speak to **** in person to see what is going on. **** comes out and sits down and tells me not to worry. Grayson is a family business and they're going to take care of my family. He says he has a guy that can do it cheaper than the dealership He says, "I am going to take care of this, don't worry." So the next day I call the mechanic that he gave me the number for. The mechanic states that he already has an X3 there from **** that he was trying to replace the brakes on and the after****et parts that he was trying to use just don't work on this model. He says he has already but over $1500 in of his own money trying to make them work but they won't, he doesn't want to get into another situation with **** where he potentially loses more money. He says however he'll call ****. After a few days I call the guy back and he says **** won't answer his texts or return his calls. So, I call **** every day for a week, and he won't return my calls or my wife's calls. I just want my brakes done and taken care of like he said he would.

  

  Business Response

  Date: 03/19/2025

  thankyou BBB for sending this

  the customer had a chance to check out the vehicle before he bought it

  he bought no warranty

  this is his car now

  i hope it serves him well

  thankyou

  Customer Answer

  Date: 03/20/2025

  A  Person can obviously not check out brake pads when they're test driving a car. The salesman told me that he checked the car out and he he's been a car guy and a BMW tech for twenty years. It was obviously not ok and so **** should have honored his word. There is such a thing as a implied warranty. 

• Initial Complaint

  Date:11/12/2024

  Type:Billing 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.

  Service associate explained the cost of oil change. Also said they would top off brake fluid as there was a warning on the display in the vehicle. Then proceeds to charge $200 to put two units of brake fluid in vehicle. $200 is excessive for adding fluid to the brake system. Had they flushed the system and replaced the fluid, a $200 labor charge would be fair.

  

  Business Response

  Date: 11/12/2024

  thankyou BBB for sending this

  unfortunately we cannot do services for free

  if the customer does not want us to do something all they have to do is say no thankyou

  have a great day

  thanks

• Initial Complaint

  Date:09/03/2024

  Type:Product 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.

  A month ago we bought a new car in Grayson BMW in Knoxville TN! A week later the car started with problems and I took it to the dealer they have made several fixes but the problem continues and they do not look for a solution! That's why I ask for your help.

  

  Business Response

  Date: 09/05/2024

  thankyou BBB for sending this

  the customer claims the door opens by itself

  we have not been able to duplicate this so there is nothing for us to fix

  BMW pays us for any fixes so we do want to help

  i hope the car serves them well

  thanks

  

  Business Response

  Date: 09/09/2024

  thankyou BBB for sending this

  until the problem can be duplicated there is nothing for us to fix

  have a great day

  thanks

  Customer Answer

  Date: 09/10/2024

  If they can't duplicate the problem because they don't want to trade the car as they had told us they were going to do and they changed their mind knowing that the car has a problem! They sold us a lemon car! Since we are Hispanic, they discriminate against us and want to rob us!
  

• Initial Complaint

  Date:07/10/2024

  Type:Product 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 got a used car from Grayson on 01/31/24 , I was told while signing the paper work that the car was “close to perfect” condition by ***** *****, test drove it, it’s drove smooth and I liked it a lot. I left, took it all the way home to Russellville where I live and everything was fine. The next day I leave to go to work as I’m pulling out the check engine light came on and the automatic system starts telling me to avoid driving the vehicle so I called they told me to bring it down. I got there I was taken to a back room and was told THEY messed up on the paper work and I had to pay $2000 more for my car, and try to say it was my fault because I signed the paper, but I told them it wasn’t my fault and to just give me my old car back because I didn’t trust them already. They told me they seen I knew what I was doing and didn’t want to give me my old car they wanted me to keep this one. They said the finance agent was new and it was his fault. They said they would keep my car for one day and they had it two weeks. When I finally got it back I asked for paper work on what they fixed. Never received it. Got the car and noticed it started shaking once it got to 60mph. A few weeks later my two back tires were bald with no tread. Called to get my tire and wheel warranty and ***** told me to lie and take it to pep boys on Kingston pike and they would say there were nails so I didn’t have to buy new tires. I didn’t feel right doing so, I got new tires and took it to get aligned and I find out the car is completely messed up. Was told it can’t be aligned because it looked like it had been wrecked. Reached out to Grayson and was told it wasn’t wrecked and they would give me a car fax. I never got that and they stopped answering me. I got my own car fax and it has been wrecked and it was hit on the side that’s causing all of the issues and covered up. I have since got 3 sets of back tires about to get the 4th and I’ve reached out to them to settle and they quit responding.

  

  Business Response

  Date: 07/19/2024

  thankyou BBB for sending this

  the customer bought this car quite awhile ago

  i hope it serves them well

  thankyou

  

  Business Response

  Date: 07/27/2024

  thankyou BBB for sending this

  the customer has owned this car for a long time

  it seems to me that in the future maybe they would be a better new car customer

  thanks

  Customer Answer

  Date: 07/29/2024

  
  Complaint: 21964576
  
  I am rejecting this response because:
  
  I’ve not even owned the car for 5 months and I’ve been trying to contact them for at least 3 of those almost 5. But that’s completely fine. No one here wants to help me I’ve already contacted who needs to be contacted to get this process going. See you in court. 
  

  Maybe in the future you can sale new cars and not lie about them and be frauds. Maybe be upfront about the crappy cars you’re selling! Have a great day. Thanks. 
  

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

• Initial Complaint

  Date:07/01/2024

  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.

  Warranty denied for dead battery in 2022 X5 hybrid! Dealer blamed user error (lights left on) and denied warranty coverage despite Ring camera footage proving otherwise. Now stuck paying $1300+ for a faulty battery under dubious circumstances. Background details… 2022 X5 45e hybrid that is still under warranty had an electrical “glitch” that did not allow the car to turn on or be driven. Took it in for inspection. They said problem was battery failure due to parking lights or hazard lights being left on (according to their computer system) and therefore would not be covered under warranty. Absolutely could not believe it! I asked when this “lights left on” supposedly happened. They looked it up and service advisor told me that they “were able to isolate the time stamp to 6/11/24, 10:43pm.” Luckily, I had Ring Camera footage showing the problem occurring long before that around 10:01pm (car had been parked there around 8:36pm). Sent the footage to them showing all this and still refused to cover it under warranty! They stuck with their claim that their computer system is accurate and therefore we must’ve left the lights on. I even have Ring Camera footage before all of this showing the lights off. Spoke to Service Manager and explained all of this, but to no avail (I will admit though that he was very calm, respectful, and patient in listening despite persistent warranty denial). Now they’re wanting over $1300 to replace 12v car battery that they say was damaged by leaving parking lights or hazard lights on (which they were not per camera footage) too long (about 90 minutes per camera footage).

  

  Business Response

  Date: 07/15/2024

  thankyou BBB for sending this

  the warranty claim was denied so if the customer wants us to fix the car they will have to pay for it

  the customer picked up their car several weeks ago

  have a great day

  thanks

  

  Business Response

  Date: 07/27/2024

  thankyou BBB for sending this

  i'm sorry the customer is not happy

  but if the claim is denied we are not going to replace the battery for free

  have a great day

  thanks

  Customer Answer

  Date: 07/29/2024

  
  Complaint: 21920340
  
  I am rejecting this response because:

  Thank you, BBB.

  I'm sorry that this business is not understanding the issue. No one is asking for free service. The issue is that they are wrongly denying the claim and then continuing to just repeat and stand on that excuse.

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

• Initial Complaint

  Date:06/24/2024

  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 purchased a BMW 740I from BMW back in February 2024. On the contract they added $795 for Accessory Charge, $399 for Key Replacement charge and $5,225 for vehicle warranty. The company is National Auto Care program in which no one accepts this warranty. I have gone to 8 different places and called and none of them accepts there warranty. I contacted BMW/Grayson Auto body that BMW uses and they never called me back despite of several emails and personal contact. I also contacted National Auto Care about 2 months ago to cancel my warranty and they will not respond back as well. I contacted the Finance company at Grayson BMW/finance department and received an email with capital letters saying they have nothing to do with the warranty. This is the type of treatment I have received after I purchased over $40,000 vehicle from them.

  

  Business Response

  Date: 07/01/2024

  thankyou BBB for sending this

  unfortunately the customer has a paint concern with their car

  they are correct

  this is not covered by a mechanical warranty

  i hope the car serves them well

  thankyou

   

  Customer Answer

  Date: 07/09/2024

  
  Complaint: 21891919
  
  I am rejecting this response because: The warranty coverage that BMW sold me keeps giving me the run around and places do not except that warranty coverage.  Basically, BMW is pushing off bad businesses to consumers and then say we have nothing to do with it.  I have tried for 3 months to get this done and to cancel there warranties that BMW sold but sill no movement.  
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 07/10/2024

  thankyou BBB for sending this

  mechanical warranties do not cover paint concerns

  have a great day

  thanks

• Initial Complaint

  Date:06/03/2024

  Type:Product 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 May 30th 2024 I began working with an out of state sales associate of Grayson BMW by the name of ***** *****. After viewing the online info and photos, Mr ***** agrees to send me a walk-around video (on file) on how immaculate the vehicle is. I specifically informed Mr ***** that I have purchased used vehicles before and that they are called used for a reason. "However, Mr *****, before I drive four hours, could you please tell me are there ANY obvious damages or concerns with this vehicle." Mr *****, again, assures me that he has checked the vehicle, driven the vehicle and it's an "immaculate machine". I informed him I would be there tomorrow to look at the car and purchase the car if it's what he says it is. At this point he informs that he will need insurance, DL, credit info, and $1k deposit to hold the car for less than 24hrs. At this point I emailed Mr ***** and informed him that the credit app will have to wait until tomorrow but I will send insurance, DL, and $1k deposit to go towards the purchase of the vehicle (email on file).. I get to the dealership let the car run while I inspect it. The vehicle appears to have come from an auction and has red stains on the rear carpet (not pictured or shown on walk-around video), the rear cup holder falls completely to the floor, and the walls of the cargo department were beyond scratched. *AGAIN, ALL I ASKED WAS TO BE MADE AWARE OF ANY ISSUES OR COSMETIC FLAWS BEFORE I DROVE FOUR HOURS TO PURCHASE THIS VEHICLE... I am filing this claim, just as many others have done against the USED CAR SALES TACTICS of Grayson BMW. I am requesting the refund of the $1,000 good faith payment that was made towards the advertised vehicle. I will also file a claim with TN AG's Office, as this seems to be a common trend between many of the Grayson Auto Dealerships as of late. **Please let me know if any additional supporting emails, docs, pics, and/or videos are needed. Thanks!

  

  Business Response

  Date: 06/05/2024

  thankyou BBB for sending this

  unfortunately the customer is not quite telling the whole story

  their trade was supposed to be a nice car --  it was not

  also the customer is the one who broke the cupholder !!!

  we would prefer not to do business with people like this

  have a great day

  thanks

  Customer Answer

  Date: 06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  It is untrue and I am in the process of filing for arbitration to prove my case.
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:05/03/2024

  Type:Sales and Advertising 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 writing to file a formal complaint against Greyson BMW in Knoxville, TN, regarding deceptive sales practices that occurred during my recent vehicle purchase. On April 9th, I purchased a 2022 Subaru Outback from Greyson BMW, with ******* **** serving as the salesman. Prior to the sale, I was provided with a Carfax report that indicated the car had VIN glass etching. Mr. **** assured me that all cars on the lot had this service done and that it was not optional. Relying on his assurance, I signed the Buyers Order and Contract, which included a charge of $249 for a Theft Deterrent Policy. However, upon returning home and conducting further research, I discovered that VIN etching involves the actual VIN number being etched onto the glass, which was not present on the vehicle I purchased. When I returned to the dealership to address this discrepancy with Mr. ****, he pointed out stickers on the inside of the doors with a third-party phone number, claiming it was VIN etching. However, these stickers did not contain the actual VIN number, as advertised on the Carfax report. I believe Greyson BMW engaged in deceptive advertising and dishonest sales tactics by falsely claiming that the vehicle had VIN glass etching when it did not. This misrepresentation misled me into paying for a service that was not provided, and I feel taken advantage of by the dealership. Attached to this letter are photos of the Buyers Order and Contract, a screenshot of the Carfax report I was given by the dealer prior to purchase, a screenshot of my car's information including the VIN, and a photo of the sticker inside the door panel with none of my VIN numbers. Please investigate this matter thoroughly and take appropriate action against Greyson BMW for their deceptive practices. Consumers deserve to be treated with honesty and transparency when making significant purchases, and it is unacceptable for businesses to engage in misleading advertising to exploit their customers.

  

  Business Response

  Date: 05/08/2024

  thankyou BBB for sending this

  the word "etch" does not appear on any Grayson paperwork

  the customer did pay for a theft deterrent policy

  we do not force anyone to buy a car

  i hope the car serves them well

  have a great day

  

  Business Response

  Date: 05/18/2024

  thankyou BBB for sending this

  the customer did receive a theft protection program

  they paid no more or no less than any other customer

  i hope the car serves them well

  thankyou

  Customer Answer

  Date: 05/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  While I acknowledge that I received a theft protection program and paid the standard rate, the primary issue remains unaddressed. My dissatisfaction stems from the misleading information provided by the salesperson and the discrepancy between what was promised and what was actually delivered.
  The salesperson explicitly stated that the vehicle included VIN glass etching as part of the theft deterrent policy. This was a significant factor in my decision to purchase the car. Upon further inspection, I discovered that the VIN etching was not performed as promised. Instead, there were only stickers with a third party's phone number inside the doors, which is not the same as actual VIN etching.
  To support my claim, I have previously attached a document provided by the salesman dated 4-3-24, which explicitly states that VIN etching was included. This information was also reported to Carfax by Grayson BMW, further reinforcing my understanding that VIN etching was part of the theft deterrent policy I purchased.
  The issue is not about the cost or the existence of a theft protection program, but the accuracy and honesty of the information provided by Grayson BMW. I believe customers deserve transparency and truthful communication, especially from a dealership that prides itself on being "A Name You Can Trust."
  I hope this clarifies my position and the nature of my complaint. I look forward to a resolution that addresses these concerns. 
  ***** ******

• Initial Complaint

  Date:02/06/2024

  Type:Sales and Advertising 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.

  Recently bought a used bmw from ****** at Grayson. Spoke with him several times on the phone about the vehicle. Asked if there were any issues with the vehicle, he stated nothing at all, will be a great car. I live 300 miles away, bought the car on the word of the salesman, drove it a total of 10 miles and transmission went out. Torque converter shuttering and slipping. Very disappointed as I would have still bought the vehicle with the bad transmission, was charge way too much on the vehicle with a bad transmission. So disappointed. I do understand it’s my responsibility but when a potential buyer asks if there is a problem with the vehicle and the knowingly, deceive you that’s a problem. I’m sure Grayson checks there vehicles thoroughly. I do feel as if some of the responsibility lies on Grayson for deceptive sales practices

  

  Business Response

  Date: 02/10/2024

  thankyou BBB for sending this

  the customer thought the car was ok when they bought it

  we do not know when a car is going to break

  we have had new cars break in the first week

  i'm glad the customer got the car fixed and i hope it serves them well

  thankyou

• Initial Complaint

  Date:01/30/2024

  Type:Sales and Advertising 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 went to Grayson BMW on 12/31/2021 to trade in a current car for a newer model. When shown the car, I was told it was in like-new condition with no issues or accidents reported by the salesman, ****** ******* I paid 38,295.00 for a 2019 BMW. For the entire first year of having the car, they could not find the title or give me any reasoning for not having it. I had to call multiple times just to be put off for a year, saying it was on the way. I got my title in December 2022 after being pulled over multiple times for not having it. After having this many issues, I looked into selling the car or trading it back in to Grayson BMW. After calling Grayson for a few months, in December of 2023, the owner of the business told me that my car had been in three accidents (which I was not made aware of when purchasing the car, nor is it in any of the paperwork I was given), and that he did not want to buy it back. In his own words, he stated, "try selling it to CarMax". It was an extremely rude and disrespectful situation to be put in, as I would not have purchased the car if I had known that it had been in any accidents. The car salesman that I had bought the car through has also been let go since then, which leads me to believe that they knew he was making unlawful, shady deals such as mine. I only want the situation to be resolved and set right.

  

  Business Response

  Date: 01/30/2024

  thankyou BBB for sending this

  the customer bought this car in 2021

  i hope it has served them well

  we will not replace the car

  thankyou

  Customer Answer

  Date: 02/05/2024

  
  Complaint: ********
  
  I am rejecting this response because we DID try to trade it back in, given the circumstances that we were lied to, and were told that they did not want it. The reasoning being that it had been in three collisions that we were never made aware of when buying the car, as it is not in any of the paperwork either. If we had not been lied to in the first place, this would not be an issue.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/10/2024

  thankyou BBB for sending this

  i hope the customer finds a car that makes them happy

  i also hope it serves them well

  have a great day

  thankyou