ComplaintsforGrayson BMW

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a car Monday at 430pm after test driving and asking why it shuttered on take off was told beefy engine then asked why it's idling like it does was told it was ac kicking off and on. Ask for carfax sales man wouldn't let me see it but read it on his phone. I asked for service records he read those from his phone saying it passed emissions to be drivable and reliable was a gently used car and fit for my 5 children to be in. 40 hours later it shuts down in the middle of the highway. Had it towed to harper infiniti where they say all services were received and they said it had stored codes for a bad transmission. Contacted grayson 5 times was forwarded to sales man voice-mail and it wasn't taking messages. Then was forwarded to sales manager who finally returned my call and said his sales man never sai ld it was a good car and it was going to auction which we was never informed about that or we would have passed it up like the car before it 30 Mins earlier over bad axles and we told him that he once again assured us it was a great car no issues at all. Also he rode on the 7 min test ride and wouldn't shut up for us to hear the car run and take off kept talking how great it was. But grayson refuses to help on the matter after many attempts I would just like them to make it right yes it was an as is car but once again assured it was mechanically safe for our children to be in!!!

  

  Business response

  07/31/2023

  thankyou BBB for sending this

  we are very clear about as-is cars

  i hope the customer gets the car fixed and has a great experience

  thankyou very much

  Customer response

  08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: **** * ***** ** ****** and lied about a car your a big business that's what yall do nothing was told to us but lies among lies. Just like refusal for the paperwork on your reports of the car that the sales man only had on his cell phone. Thanks for the new yard decor. That's junk and almost caused 2 wrecks in the same day! ****** *** **** ******* ** ** *** **** *** ** **** ****** ** **** *********t. That's the care I got when someone finally called me back. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put down $500 in good faith money to hold my care for me. I gave them a cashiers check. I was told the check had been deposited and should be back in my account in a few days. I waited 2 weeks and contacted them because the money still was not returned. I later found out they had shredded the check I was told by a manager I would have to talk to my bank. Bank said that they would have to put up a surety bond to ensure they had truly destroyed the check. I was told that was no big deal and they would be getting in contact with my bank to get it set up. I tried to contact again when I hadn't heard anything and was told it was handed off to corporate but now I can't get an answer back from anyone there about wether or not I will be receiving my money back.

  

  Business response

  01/19/2023

  thankyou BBB for sending this
  i am sorry the customer is having trouble getting $500
  if the customer contacts the bank the bank will see the check has never been cashed
  they can cancel payment on the check and return the $500
  thankyou
  have great day

  Customer response

  01/23/2023

   
  Complaint: 18854184
  
  I am rejecting this response because:
  I have contacted my bank already and they have to have a bond agreement set up by the dealership in order to release the funds. I have been in touch with the dealership on this matter and was told they would have it settled that week I tried to get in touch again with them but was told it was being put up to a regional manager and that it was now out of they’re hands but I have yet to hear anything from them and when I tried to get in touch I was put off and told they couldn’t help me.
  Sincerely,
  
  Madison Arthaud

  

  Business response

  01/23/2023

  thankyou BBB for sending this

  the bank needs to refund the customer this money

  unfortunately we cannot do it

  have a great day

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a suburban from them and it had many problems after the test drive. Power steering, driver assist, brake assist, draining the battery. It killed a band new battery I put in it. The bank has defunded the loan and Grayson bmw won't give me my money back. I put 8k down to get this car. I have a family of 6 about to be 7 and it was most my savings. The screen shot is what I used to buy the new battery.

  

  Business response

  01/16/2023

  thankyou BBB for sending this
  the customer understood this car was bought as-is with 200,000 miles on it
  i hope the customer gets the car fixed and that it serves them well
  thankyou

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a tire/wheel warranty from BMW when I bought my 2020 BMW 530i. When I sold the BMW back in July. I completed the paper work to cancel the warranty and was due back refund. I submitted paper work to the third party and was told the check would be come from the dealership. I contacted dealership through email and voice mails. The last time I went in person and spoke wot Chris Brown who advised me that they need a drafting number in order to complete the process. I called back the third party who serviced the warranty and they said there is no draft number they pay nay invoice. I called back and left several messages of the last week with no response. I called BMW corporate and filed a complaint through them . I was told they do not govern the dealership. So my next step is to file a complaint against the dearlship with hopes of getting my refund.

  

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/09/08) */ thankyou BBB for sending this we will look into this right away we do not want a customer's money if it is theirs have a great day thanks

• Initial Complaint

  05/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I would like to report a recent negative used car buying experience at Grayson BMW of Knoxville, TN. I wasn't looking for a "certified" pre-owned BMW, but did believe buying a used BMW from an authorized dealer was a safe bet. I knew for a remote sale that I was heavily reliant on the CarFax report & any info from the dealer. On 3/18, I found a 2009 328i for $6000 at Grayson. The CarFax was very clean, but did mention a previous front-end collision where the airbags were NOT deployed, so I figured the car might have some work to be done. Grayson stated their mechanics had checked the car & there was a suspension repair they wanted to make, & two of the indicator lights were on but they would not be repairing them as they weren't related to functionality or safety. These were the ONLY issues identified by the salesperson beyond normal wear & tear, & a damaged sunroof liner. After a series of exchanges with Grayson by text, phone & email (see attachments), I decided to purchase the car on 3/18. The sale completed on 3/30 & on 4/6 I flew to pick up the car & drive it back to NC. I signed an "as-is" waiver, but again, I thought I could trust a BMW dealer. When I arrived, the first things I noticed the dealer didn't disclose & their photos did not reveal were the driver's side mirror held on by electric tape & a broken air dam repaired with zip ties. I viewed these as additional cosmetic items which could be fixed later. When I drove the car, I noticed the steering was loose. I texted the salesperson, Tyler Irvine, who immediately called me back. He said he'd check with the mechanics, & stated they felt the steering was in line with a car of that age. That is of course nonsense, but I figured it was just going to be a tie rod repair & something for me to add to the repair list.  I drove the car straight to my mechanic, a European car specialist, for an assessment. Basically, Grayson sold me a car that should have been salvaged & was unsafe to drive.

  

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/05/02) */ thankyou BBB for sending this the customer drove the car and signed an as-is form we cannot be anymore upfront with the customer than that they own the car have a great day !!! Consumer Response /* (3000, 7, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because it shows exactly how they lie & have no ethics. I did NOT drive the car before purchase, which was a core part of my complaint. I was unable to drive it prior to sale because it was an out of state sale & I was counting on the honesty & integrity of the dealership to provide me good faith information. The extensive text & email threads I provided clearly show that they either lied about the condition of the car or have incompetent mechanics. These gross misrepresentations of the vehicle's condition are easily seen in the emails & texts between myself & the dealership. Given the known condition of the car, they also lied about the fair market value, claiming the vehicle was $4500 below that. If you look up that VIN & enter "fair" condition, which could even be argued to be too generous, the entire value of the car isn't even $4500 total. Yes, in hindsight I should have done more due diligence, but was not expecting a BMW dealer to behave in such an unethical, dishonest manner in this day & age. This is what you expect from a "no name", non-affiliated used car dealer, but not a representative of a premium automobile brand such as BMW. I have also filed my complaint with BMW USA & hope they can take some action to prevent this company from taking advantage of consumers like this.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car from Grayson back on Nov 8th 2022. We also purchased a master tech service contract that the finance person Chris let us know that we could cancel it at anytime. I decided to cancel the service contract on November 17th. They sent me a form to fill out and information on the car and I submitted everything back. I was told it would take 6-8 weeks. I am looking to make a payoff on my car and have been waiting on the master tech service contract to be refunded so that we can do a full pay off on our loan. The bank still has not received the refund. I have called jo lin several times. I have emailed my sales person and Chris. I can't seem to get a response from anybody there to help me with this matter. I am requesting help from the BBB to get a resolution on this matter.

  

  Business response

  03/07/2022

  Consumer Response /* (2000, 6, 2022/02/22) */ They responded they were sending a refund check.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought a 2018 Honda Accord Touring on 12/18/21. Unfortunately, it was a horrible experience with this dealership from the get-go due to misinformation on the car. Repairs had to be made, complaints on Google, nothing helped. Moving on. We refinanced the car with our local bank and now need to cancel the GAP insurance with the previous bank, as that loan will be paid off. In our paperwork, there is NO information about who the GAP is thru, just says $1200.00 GAP insurance on the buyer's sheet. NO ONE from Grayson BMW will return my calls. I've got the run around from the receptionist, saying they are in meetings, or they are off today, left voicemails for the finance manager with no returned calls. I called Chase (who the loan was thru) and they told me the GAP is thru Mastertech. They gave me the dealership code and contract #, as I had none of this information. I then called Mastertech and was told they don't even have the contract yet, as the dealership has 60 days to send it to them. Mastertech has to have the contract for it to be valid. So, if Grayson never submits the paperwork to Mastertech and doesn't give the customer a copy of the paperwork, the contract is not valid. I was told to call the dealership and ask to speak to the business office. I did and was transferred twice and sent to a voicemail with no returned response. Is this how Grayson does business? What if we were to get in a wreck and need to use the GAP insurance? Technically, it isn't even valid. If Chase hadn't given us the information, we wouldn't know anything, as we can't get any returned calls. This isn't the first complaint I have seen about GAP issues with this dealership. They supposedly "take pride in their customer service and satisfaction". If that was the case, why give customers the run around and no call backs?

  

  Business response

  02/25/2022

  Business Response /* (1000, 16, 2022/02/11) */ check was sent 3 weeks ago to the PO address the customer gave us thankyou Consumer Response /* (3000, 18, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, we did receive the check after the BBB got involved and also a phone call from who during the phone call asked if all our needs were meet and we told him no as we feel like we were rushed thru the whole transaction. We were told by his sales representative that the car we were purchasing was in "pristine condition", her exact words. We live 2 hours away and told her we would purchase if that was so and she assured us it was we have in text messages her wording as pristine. Once we arrived at Grayson at 530 pm, it was dark and raining. We asked her if we could drive the car her response yes around the parking lot I don't have time to put a plate on it. Finance is waiting for you to sign papers we close at 600pm. We took her word, BIG MISTAKE. We drove the car home everything was fine the next morning we go to the garage to look over the car,all 4 wheels had curb rash and the car had spots of what we thought were sap. We called first thing Monday morning to Grayson and asked to speak to a manager or the owner,the sales manager picks up we tell him our concerns his response "ALL SALES ARE FINAL NO COOL DOWN PERIOD", so my husband ask him we are stuck with this car in its condition he once again says ALL SALES FINAL. We took the car to a local detail shop they said it needed professional paint attention. We then took the car to a local paint shop who says the roof, hood and trunk need to be painted the clear coat is gone. Something ate thru it most likely tree sap. So between the paint and the wheels we are not out $2300.00 3 days after buying a "pristine car". I say all this because when called about the check to make sure we received it, he asked if their was anything that could be done with his whole experience to satisfy us and my husband explained everything since the beginning of purchasing this car and how we had major damage to the body of the pristine car and we were out $2300 the 3rd day and no effort was made to help us out on these expenses

*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. ↩