ComplaintsforBMW-MINI of Nashville

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/9/2021 I bought out my lease (2018 X5) from ******* and purchased a Maintenance Plan from *********From BMW of Cool Springs. After a short 2 months my Wife totaled the car. The Maint. Plan had NOT been used, and it says on the back it CAN'T be transferred and can only be cancelled if the vehicle is TOTAL LOSS. I spoke to **** *** and ******** which ***** said he would turn it in for refund. 3 weeks later he says "you are ordering another one so we might get it transferred. I call BS!! Policy Says Non-Transferable! He doesn't want the Charge Back! I called BMW USA on the back of the policy and was told by ********** yes, I should get a refund and give the Dealership 2 or 3 weeks.. I paid $4399 for the policy 60 days prior, which I now hear is WAY overpriced (NO WONDER HE DOESN'T WANT A CHARGE BACK). After calling ***** on his cell and also business phone and left messages,there is NO returned call! However, I do have a missed call from BMW USA and they left a voice mail on my phone (which I've retained) that states BMW USA doesn't send checks nor do they cancel the policies. Further more, they said the selling Dealership CAN cancel, Transfer, or Return my money if they want to and it is their decision. I have the Voicemail! So I now cut to the chase of text from **** stating my "New" X5 arrived to which I said, you told me I couldn't order without a $2500 deposit. Oh, well I ordered it anyway. I stated on several occasions that I want my $4399 cleared up before I order another one.I've got many text! To this day 3/29/2022 I have yet to receive my money back , a call, apology,nothing. The VERY sad part is, my wife loved her X5, but we despise the tactics used by BMW of Nashville, Its' employees for selling a policy they have NO intention of Honoring. What a shame!! I will not recommend Any of my clients to BMW of Nashville ever again, nor suggest their "Maint.Plan". I'm due my $4399 and should be made whole. Meanwhile, I await a Refund and Apology!

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/04/02) */ This customer did purchase a maintenance plan from us. When he attempted to cancel, we showed him page 2 of the contract he signed, which states "Unless this Agreement was purchased in one of the states covered by this section of this Agreement, a refund will be granted ONLY If the Enrolled Vehicle is deemed a TOTAL LOSS, no services have been provided under this Agreement and in the ownership of the undersigned owner, while it is still within the first 36 months or 36,000 miles, whichever occurs first, from the original and correct in-service date." At that point, we also reached out directly to the BMW North America Maintenance Enrollments team to request an exception to this policy. I've attached all email correspondence with BMW North America, which states that we were denied the ability to cancel this policy, stating: "This program is 6 months outside of the factory maintenance, because of this it doesn't qualify for cancellation. We will not be able to cancel this program for you." Since BMW North America is giving this customer conflicting information, this issue is exclusively between BMW North America and the customer, Mr. ****. We do truly apologize for the miscommunication, but BMW North America is refusing our request to assist this customer, per his signed contract. Consumer Response /* (3000, 7, 2022/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I knew the vehicle was totaled, I made an appointment with **** and brought the paperwork. At that time *****, who sold me the policy said it appears to him the total loss (which I have) would grant a refund BUT...he would rather try to transfer it to the ordered X5 when it comes in for delivery and would ask BMW. Yes, he showed me page 2 and showed me the Total loss verbiage "Unless this Agreement was purchased in one of the states covered by this section of this Agreement, a refund will be granted ONLY If the Enrolled Vehicle is deemed a TOTAL LOSS. It is a total LOSS!!!! **** took me to his desk to order the new vehicle and said I would need a $2500 deposit to which I said ok at first but then something didn't feel right about that conversation of $2500 when I'm already a customer and you have $$ from a Maintenance Policy I have yet to use in less than 60 days. I need this matter cleared up before we proceed. I left and told him to order it. I called **** back when I got home and told him Don't run my card for $2500. He was adamant about this delaying the new one coming in so we would be 6-8 weeks longer after this was cleared up. I didn't care if it took longer, but I said don't order it yet. I felt the uneasiness at that point of our conversation and told him how I felt. Then we agreed to let ***** get my refund as agreed. After 3 weeks I called the Number on the back of the contract and spoke to ******* at BMW USA and he agreed I should get a refund and to give it a couple of more weeks because it was not showing up in the system for cancellation. But That it shouldn't be a problem since it WAS a TOAL LOSS. No problem sir, I'm reading the policy and you should get a refund. I waited 3 more weeks and in the mean time a vehicle comes in and I get a text from **** that "My Vehicle" is here for purchase. I said I didn't order one. He responded that he never cancelled the order. I told him to sell it to someone else until this is cleared up. I did appreciate him keeping the order and that made me feel like he thought it was no problem on the policy being refunded, but later texted that it was denied. I NOW find out by looking at the Policy as well as the email response from BMW, they state that they can not cancel the policy as it was outside of the 3/36 original in service date. MY RESPONSE IS...I SHOULD NOT HAVE BEEN SOLD A POLICY THAT WASN'T WORTH THE PAPER IT WAS WRITTEN ON being outside of 3/36 from the start. FURTHERMORE, THEY CLEARLY STATE THAT ALL CANCELLATIONS GO THROUGH THE DEALER NOW.... EXACTLY!!! WHICH IS THE VOICEMAIL I RECIEVED FROM BMW USA. THEY FURTHER STATED THAT IT IS UP TO THE DEALER TO REFUND, CANCEL OR TRANSFER TO ANOTHER VEHICLE AT THEIR DISCRETION. I HAVE THE VOICEMAIL AND THE TEXT FROM THE VOICEMAIL STATING JUST THAT!!! So here is my point1) I bought out my LEASE with 45,966 miles on it which is OUT of the 3/36 immediately So it looks like it would NOT have been honored in the Service Dept. the second I signed the policy. 2) It was TOTALLED!!-It says unless you live in one of these States-Blah Blah-A REFUND WILL BE GRANTED ONLYONLYONLY IF THE VEHICLE IS TOTALLED!! ONLY IF! ONLY IF!....IT IS TOTALED!!! The Plan WAS SOLD TO ME AFTER 3/36 BUT......IT'S LESS THAN 60 DAYS AFTER PURCHASE!! THERE HAS NOT BEEN ANY MAINTENANCE AGAINST THIS POLICY.....BUT BMW Nashville has had my $4399 from the signing of this policy. HERE IS THE POINT AGAIN, BMW USA SAID IT IS UP TO THE DEALER TO DO AS THEY SEE FIT. REFUND,DENY, OR TRANSFER. OH, BUT IT ALSO SAYS IT CAN NOT BE TRANSFERRED AND THE POLICY STAYS WITH THE VEHICLE. SO Which is true???? WHY WOULD THEY SAY THE DEALER COULD TRANSFER THE POLICY?? BMW USA Also stated to me that they do not receive Policy Checks nor do They send out checks for plans. So BMW Nashville must still hold they $4399 and the ability to refund! Point 3) WHY WOULD ***** EARLY ON, SAY HE WOULD TRY TO TRANSFER IT. I see NOW that transferring is Clearly NOT an option. So in Closing, BMW USA said it was up to the Dealer. The plan was sold AFTER the 3/36 with 45,966 miles on it. The Vehicle was TOTALLED AND NO MAINTENANCE WAS USED AGAINST THIS POLICY!!! I SHOULD BE REFUNDEDPERIOD It Can or Can't be transferred? WHICH IS IT???BMW USA said it could be done by the Dealer, yet the same paragraph used for denial of the claim says it can't. The Plan was sold AFTER the 3/36 and had 45,966 miles on it. So that is being used as a denial- They Shouldn't have sold the Policy to me being a plan outside of the 3/36 original in Service Date. Oh it says past 6 months too. Well, I was only 60 days from the purchase of the Plan. I should get my money back. Can't have it both ways BMW Nashville! SO....Here are a couple of questions before I take my next step. (I'm NOT giving in to this farce by ANY stretch). 1st Question- if I don't get a cancellation refund, are you telling me (according to the policy), The man that is rebuilding the vehicle right NOW has a maintenance plan that BMW of Nashville will honor? Same paragraph for denial states the Policy stays WITH the vehicle. Be careful how you answer. The vehicle was running and quite drivable. Someone with 30 years in the Auto Business might be following this vehicle. 2nd question- Buying this Policy for $4399, not using it for the 60 days prior to totaling it, just how much has it cost BMW of Nashville? Is there maintenance against it? NO!NOT A DIME! NOTHING!!! I Should be made whole. At this point I feel I've been robbed and the only thing missing is a gun to my head. I truly expected MORE from a BMW Dealership as well as ***** *****. I expected BMW of Nashville to NOT act like a buy here pay here. I'm due a refund and expect BMW of Nashville to Act Accordingly. Business Response /* (4000, 9, 2022/04/11) */ Maintenance is administered and handled through BMW North America with BMW of Nashville as the facilitator. We enrolled the maintenance contract at time of purchase, then we were invoiced by ***** and paid that invoice. At that point, ***** had the funds for the maintenance package. When maintenance is performed, they pay us at that time. Funds for this maintenance package are not in the hands of BMW of Nashville. Due to this, we requested for ***** to cancel this package and refund us so we could give Mr. **** back his money. We have so far been unsuccessful in our attempts, per the attached emails from our previous response to you. If ***** is willing to cancel this contract and provide the dealership a refund, then we are more than happy to give that money back to Mr. ****. Again, so far we have been refused this cancellation, per the terms of the signed contract, as the total loss happened outside of the original 3 years and 36k miles. Mr. **** claimed that BMW NA stated they were willing to cancel and reimburse us those funds so we could give the money back to him. If he provides us this evidence then we can show that evidence to our contacts at ***** for the reimbursement, but through our attempts they have continuously refused our requests.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BMW had my car from 12/3/21 to 12/31/21. I have one month of notes that are uploaded of text and notes. I had to call and state I was coming on the 31st to get my car. I need the original fuel tank and high-power fuel pump that were removed from the car returned. We requested these parts for insurance purposes and want them returned. My car is a 2017 BMW 320i with 14,400 miles and would not start on December 3rd so I had it towed to the BMW Nashville location. They never did nor could tell me why the car would not start. I requested a loan car many times and was told each time NO cars to loan. Please see the uploaded notes and you will understand the frustration felt. As a past satisfied customer at this location, I feel they took advantage of me, my daughter and son-in-law and did not stand by their word! I want to know what the original problem was with my car and the Service Department suggested I put something in the gas tank or used the wrong gas. I know what I did and which fuel I consistently use in my vehicle. The attached notes are more detailed.

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/18) */ Addressing client's concerns - We were awaiting arrival of the low pressure fuel pump and on the 31st a pump came in for another client and we were able to use that pump to get her car done - The client received the clogged fuel pump as requested, but the fuel tank was requested to keep after it was discarded. - The car starting issue was a low battery and after charging all up to manufacture specs - Our loaner fleet went from 30+ vehicle to less than 10 and we are a month and a half off back logged The client was given a quote to purchase the car at $21,000 in good running condition. When the client wanted to trade the BMW the contamination from the tank clogged the low pressure fuel pump and gave it reduced volume of fuel causing a check engine light to come on at high rpm and was given a quote of $14,000 due to the known drive ability and check engine light. The condition of the vehicle changed along with the quoted price. In a summary When the client orignally came in for repairs the battery needed charged and all fine. Due to the contamination in the fuel tank, the residue flowed through the low pressure fuel pump, the fuel lines, and the high pressure pump. At that time, the original estimate was to replace the fuel tank (source of the problem) and the client declined the $3,000 additional repair initially. If the tank was replaced under the original estimate we would would have not had the delay getting the second low pressure fuel pump, As a dealership gesture we reduced the price of the fuel tank more that $500.00 to help a client we have done serving work in the past After doing the recommended repairs the car is running perfectly Consumer Response /* (3000, 7, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Attached is the response to what BMW sent to the BBB. Their account is not accurate. See two attachments. If you would like to see the original text messages, I will be happy to come to your office and show you. Business Response /* (4000, 9, 2022/01/24) */ In response to rebuttal 1/21/22 1. Initially when the gas tank was replaced it was not asked at that time to keep the tank, it was at a later date. We do not keep gas tanks due to the potential fire hazards. 2. We were able to keep the fuel sample since it was contained in a sealed glass jar. 3. The car came and the battery 2 volts and would not crank over. we pushed the car in the shop and charged the battery, did a battery draw test, battery checked out fine, no need for replacement. 4. Unfortanuattly, due to the lack of produced BMW's they are being presold before they get on teh lot. A year ago we had over 30 loaners in the fleet at this location not we have less than 8 active currently. The loaner cars are in high demand and are being scheduled more than month in advance. 5. I checked in Sales and when the vehicle was appraised for sale at $21,000.00 that was with no problems or concerns with the vehicle. When the car came back the offer dropped due to a drivability concern bogging down at 6k- 7k rpm due to a reduced fuel volume issue. This occurred due to the fuel tank not being replaced during the first repair since the client did not want to pay to replaced the fuel tank. 6.The reason the fuel tank needed to be replaced was due to the deteration of the fuel tank lining (white substance) caused the low pressure, fuel lines, and the high pressure fuel pump to be clogged. the low pressure pump was replaced a second time once we replaced the fuel tank because it was clogging again from the residue in the gas tank. The pump was noisy so we did a spare part warranty to the client's benefit. 7. Since the vehicle was been test driven and released to the client the vehicle was performing to manufacture specifications, no communication from the client on any drive problems with the vehicle. 8. The warranty on all BMW parts and labor have a two year unlimited mileage warranty due to defects in parts or workmanship. It does not cover from outside influences that may cause failure of a part.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i set up regular maintenance for my **** and my **** for September. I was shocked when I was told that my cars MPU had expired. I purchased a 528i and a 228i in July and August of 2018. I was sold a BMW Maintanance Program Upgrade for both vehicles essentially intending to pay scheduled maintenance in advance. When my vehicles alert me that maintenance is due, it would already be paid for. I purchased a 5 year or 75,000 thousand mile "upgrade" and when I asked Jeff P******, the Business Manager, if that 5 year contract was 5 years from the date of purchase, I was told yes. The MPU was the reason I decided to purchase the vehicles. I was led to believe I had purchased maintenance in advance for the life of my loan. Kamel told me on 9/7 that he would to get back to me on wedenesday 9/8/20 after looking at my desired resolution to this issue at this time I have not heard back from him.

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/10) */ I have communicated with Mr. ******** several times. We gave him a solution for the issue which at the time he seemed to like. a few days later he reached out saying he wasnt satisfied with this solution. I asked him what we can do to assist and he said he wanted the maintenance plan. I informed him that it was impossible to achieve that and if we can come up with a different resolution, that i will be happy to discuss. At the time it was Monday (holiday) and he said he had family in town and couldn't think of anything. I told him when he was ready to talk to please reach out to me. He has my cell number, email, direct line. I haven't heard from him since then. We are in no obligation to do anything about this issue since the BMW contract was honored but because we value our guests and his understanding was different than what the contract said, we will be more than happy to help. As soon as i received this message i called him and he didn't pick up. he has my contact information. I will be more than happy to resolve this issue ASAP. Consumer Response /* (3000, 7, 2021/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am baffled by the miscommunication with Kamel. I told him speccifically in an email that A resolution for me would be a contract to include letting me return to the 100 Oaks Armory Oaks Drive location next week and have Andy finish the maintance work that he scheduled. On 09/05/2021 I had an appointment at 100 Oaks Armory Drive location for scheduled work on my **** convertable to include an oil change ,replace the air filter and power steering fluids. I would also appreciate you including oil changes for the vehicles through 9/2023. I hope you can work this out. Please let me know. Kamel never responded to this on Wedneday as he said he would and he also did not reach out to me on thursday. I have been working with Kamel since 9/2/21 with no resolution. Business Response /* (4000, 9, 2021/09/13) */ I believe we have reached an agreement. We are only waiting on Mr. ******** to reply to our offer agreeing to it. if this is not the case please let me know. Consumer Response /* (2000, 11, 2021/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from BMW of Nashville along with an extended warranty & service plans. Thirteen months later, the car was totaled in an accident. The automobile insurance co. refunded to me the actual cash value & tax of the totaled vehicle. I completed and returned to Sonic Automotive the paperwork for a pro rated refund on the extended warranty and maintenance plans. The refund check was sent to me but does not include sales tax. I met with the Director of Finance at BMW of Nashville, and she informed me that the dealership does not refund sales tax on these plans. Rather, she directed me to contact the TN Dept of Revenue. Revenue Dept Refund Unit replied that the refund is not issued to me directly but rather is issued to the entity that remitted the tax (the dealership). BMW informed me that she does not have a mechanism nor the staff to process the refund. I am requesting your assistance in obtaining from the dealership a pro rated sales tax refund (see attached letter).

  Business response

  08/02/2021

  Business Response /* (1000, 7, 2021/07/21) */ When escalating this sales tax issue to our corporate cancellations department, I was notified that they do not refund sales tax on ancillary product cancellations. Since we aren't able to properly process his request, I have issued a refund check to the customer in the amount of $472.86. I spoke with Mr. ****** and he accepted this resolution. Consumer Response /* (2000, 10, 2021/07/26) */ I wanted to let you know that I have received the sales tax refund check from ***** ********** (parent company of BMW of Nashville). Thank you again for your assistance, **** ******

• Initial Complaint

  07/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint is more about the excellence of service that BMW of Nashville portray on their webpage and the actual experience of not following up on this excellence claim. I started my purchase experience on Wednesday via text , eventually had to call the dealership on Saturday to get hold of someone and agreed on price.. As it was July 4th weekend ... they were closed on Sunday so reached out to them on Monday early morning... find out they has sold the vehicle... Disappointed as i thought the integrity of their dealership and their customer excellence would have ensured that they would have reached out to me informed of the situation?? I wrote an email to their general manager a week ago but i guess there seems to be no customer excellence as they seem to proudly portray!!!

  Business response

  07/29/2021

  Business Response /* (1000, 5, 2021/07/14) */ Hello, Mr. ***** was in the market for a 2019 **** ***** ******* unfortunately we don't have another one. We offer all guests the option to place a deposit once they agree to numbers (which we did with him on Saturday but never heard back). We also stayed in communication with him throughout the process as it states in our system. If we get another one, he will be the first one we will call. Consumer Response /* (3000, 7, 2021/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sales agent did not inform me until Monday and was in communication with the rep on saturday. If they were true to their excellence of customer service this would have been a no brainer... I also wrote into the general manager and waited a whole week for a response before filing the complaint with BBB. I was hoping at least the general manager was compliant to their excellence of customer service claim. Alas he was nowhere. My argument is that BMW should not claim as #1 in providing customer service excellence as this is very evident in the way they treated me or lack of!

• Initial Complaint

  07/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2017 BMW brand new from BMW of Nashville. I bought every single warranty they offered me for the car. I traded it in in 2020 for a 2021 ***** and the ***** dealership warned me that ***** liked to refuse to send refunds for warranties. SURE ENOUGH, I traded the car in in October of 2020 and started requesting my refunds. I have sent the paperwork in numerous time and I am STILL waiting on my refund in July of 2021. If you read through all of these complaints this is clearly intensional. They have a reputation for it. I am waiting on a lot of money to be returned to me. I have called and called an employee in the finance dept. according to him he spoke to the regional controller and the corporate office itself. I want all of my money back for these warranties.

  Business response

  08/02/2021

  Business Response /* (1000, 13, 2021/07/21) */ A check in the amount of 863.90 was issued to the customer on 7/9 for the cancellation and refund of Gap and Tire/Wheel coverages.

*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. ↩