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:12/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid $400 for a key fob that would not pair to my car. So I to it to service into the *** dealership at *********** 10 am and they said they could cost me $200. So i drop the car off and offered to pay for an **** to take me to work. I waited till around about 4 when they finally called, they told me they could not pair the key and that my heat was not working. when I pick the car up my interior lights would not go off. My windows were not roll down, my headlights do not work, and my driver side door would constantly say its open. when I asked them about the problem. They said they didnt do anything but hooked up to the computer when I was asking them to do a diagnostics, but they said they didnt do anything so they did not charge, but the car is in worse condition than when I dropped it off just to get the key to my car and still wouldnt let me return key fob.

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 9 September 2024 we purchased a 2020 ***** F sport from the *** dealership in Nashville, **. Upon completion of the sale the check engine light along with a failed parking assist and gas cap error occurs the day after. Contacted *** about the issue of which they agreed to repair but was very disappointed and concerned because I thought or assumed that the issues with the vehicle would have been identified prior to selling and in no way would we have purchased knowing the vehicle was in that shape and or would have opted for an extended warranty. Ultimately *** agreed to allow to swap the vehicle or retain a warranty at their cost. What I didnt appreciate and felt I was being taken advantage of was the dealing of the situation. One attempting to deal me a vehicle over priced and selling me a warranty in an attempt to get back the money spent to repair a faulty vehicle. **** ******* was the salesman with the tricks and unprofessional to an extent. Once confirmation was made that the dealership had been paid for my vehicle they basically had no interest in assisting with a swap or providing a warranty at their cost not mine. I felt slighted and pulled along because if they had no intentions of swapping the vehicle or to provide a warranty they could have stated that instead they made every effort to sale me something or make more money off of me. I wasted several hours at the dealership instead of being told what the actual deal was. I am a retired veteran of 23 years and work hard for our money. I paid 36k for this vehicle of which it was in the shop for 2 weeks. I had to take off from work to get the vehicle into the shop and go 2 weeks without my vehicle. I think its only fair *** provides that piece of mind (warranty) instead of attempting to scheme additional money from me. Unacceptable and I would expect this from a corner sales shop, not from an actual reputable dealer as ***.

  Customer Answer

  Date: 09/21/2024

  Vehicle does not have wheel lock. So now I will have have to purchase or have a repair shop remove lugs to install new wheel locks. 

  Business Response

  Date: 09/26/2024

  There was an immediate, but minor issue with this vehicle after Mr. ******* purchased. As soon as we were notified, our dealership authorized and paid for that repair. We did also offer to swap Mr. ******* out of this vehicle. The customer chose to remain in the ***** he had purchased, so our dealership did provide Mr. ******* with a 12-month service contract for his peace of mind. We also extended him the option to pay the difference to upgrade that contract to a longer term, but he also declined this offer. Mr. ******* also stated that the key for his wheel locks was not in the vehicle, so we immediately ordered a new key directly from ***** and had it shipped to his house. It is to our understanding that any concerns have been appropriately and fairly resolved. 

  Customer Answer

  Date: 09/30/2024

   
  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

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Certified 2018 *** in April 2022 (used car) and paid $3,000 for a 5-year maintenance package. During the purchase, it was explained that I wouldnt need to pay for maintenance services (such as oil changes and regular maintenance) until 2027.However, when I went for service in February 2024, I was charged $250. Assuming it was a mistake, I explained my maintenance package to them. To my surprise, they informed me that the maintenance service I purchased started in 2018, even though I didnt buy the car until 2022. They pointed out that this information was included in the documentation in small print.I have tried reaching out to the service center (BMW of Nashville) several times over the phone and left multiple voice messages, but I received no response. I then visited the service center in person to seek help. They took copies of the documentation and assured me that they would reach out with a resolution. However, despite waiting for several months, I have not received any updates.I am seeking help in resolving this issue. My primary concern is that it makes no sense to purchase a maintenance package that starts from the original sale date of the car (2018) when I only bought the car in 2022. This was not clearly explained at the time of purchase, and I feel misled by the dealership.

• Initial Complaint

  Date:06/25/2024

  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 bought a car from bmw of Nashville about 4 months ago. I transferred my registration from the vehicle I traded in to the new one. I still dont have my registration for the new vehicle which I now cant drive because of it being a liability. I have reached out to the dealership numerous times and they say it takes some time. I have bought other vehicles since then and got the registration within a month. They keep saying they are checking on it and I never hear back. All I want is my registration for the car.

  Business Response

  Date: 06/27/2024

  Hello,

   

  Not sure where the disconnect was. I'm attaching a copy of the registration. We will be happy to reach out to the guest. Please let us know if we need to provide any other information.

   

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

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2020 VW Passat from this dealership in September of this year. At the time of purchase, I took the vehicle out for a test drive alone because the sales representatives were all busy at that time. When I returned, I liked the vehicle and decided to purchase it based on the representations made that all the systems on the vehicle were functional and the vehicle had been thoroughly inspected. Having never owned a vehicle with lane departure sensors before, I did not know how to check that particular system. After purchasing the vehicle, I did some researched and learned that the lane departure system was not working. I took the vehicle into the local ********** Dealership in ********, ********* shortly before Christmas and they inspected the vehicle. They indicated to me that they had attempted recalibrating the system but that they were unable to get it working. They discovered that the aftermarket windshield which had been placed on the vehicle prior to my purchase did not fit the vehicle and as a result had slipped. That misalignment was likely causing problems with the lane departure camera located behind the rear view mirror.When I called BMW of Nashville on January 2, 2023, they explained to me that it was impossible for them to inspect all aspects of the vehicle and that there was nothing they could do despite the assurances I had received from ********** that the issues were present with the vehicle at the time of purchase. I also explained to them that the vehicle had suffered a catastrophic engine failure while on the interstate only days after purchasing it, but was told further that no action would be taken Simply put, my concern is that representations were made to me regarding the abilities of the vehicle and due to issues with that vehicle that existed prior to purchase, I did not receive a vehicle with those abilities.I was told that my complaint would be forwarded to the dealership's management but have received no response.

  Business Response

  Date: 01/09/2023

  **** purchased the ** on 08/31/2022 and only made the dealership aware of any issue nearly 4 months later on Jan 2nd 2023. The vehicle was also not taken to ** to be diagnosed until the end of Decemberagain nearly 4 months later. Furthermore, at the time of purchase, the vehicle had ****** miles on it,and at the time of inspection in December, it had ******. It has been driven nearly 8k miles. ***** both the time and miles that have passed, it is not unreasonable to think that no issue existed previously. We did not install a windshield here at the dealership. If such issue was brought up immediately (within 30 days) proper steps would have been made to address the problems stated. With that said, as a gesture of good will, I will reimburse **** for the cost of a factory windshield,but that it all. Hopefully, that alone will correct the issue. I can be reached at ***************************************

  Customer Answer

  Date: 01/10/2023

   
  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.  How should I go about getting the windshield replaced on my vehicle?  I am happy to work with the business to get this done in a timely manner.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/22/2022

  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 vehicle from BMW of nashville on Aug. 12th 2022. It's been over 4 months and I still don't have my paperwork to be able to register it and get my license plate. Plus the carfax shows a 3rd owner dated Oct of 2022 after I bought it.

  Business Response

  Date: 01/04/2023

  It took **************** several weeks to mail a lien release--I called them after I was made aware of the issue. The lien release arrived a week ago and the duplicate title was ordered. Paperwork is being send to KY on 01/05/2023. He should have his tag very soon. We also sent a dealer plate for him to use in the meantime.