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:01/08/2025

  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 purchased a vehicle from BMW of Austin on 10/09/2024 and paid the vehicle off on 11/04/2024. I went into the BMW of Austin ************** Manager, ***** ****** to cancel two coverages purchased. On 10/25/2024, I signed the cancellation to cancel two coverages which were GAP and ************ for reimbursement. As of 1/8/2025 I still have not been reimburse for the these two items. I have contacted ***** on numerous occasions only to received they are working on my reimbursement. At this point all all I want is my full refund of $4,946.00 which is owed to me. I continue to get the ran around without any true timeframe on when my monies will be reimbursed.

  Business Response

  Date: 01/09/2025

  Good morning Ms. **********
  I am very sorry to learn that our team was not efficient in processing the Gap Cancellation and Wheel and Tire policy.  I have been able to confirm that both policies have been cancelled and payments have been issued.  The Gap policy was processed and a check was sent to ********************** on 12/17/24.  We confirmed that they have processed the check as of 12/31/24, typically the cancellation refund is sent to the lienholder however Im not clear why our team sent the payment to them as I understand you paid off your loan on Oct 25th, 2024.  ********************* will not process a refund and will send you a check for the gap cancellation, in the amount of $1500.
  
  As for the Wheel and Tire policy, it has been cancelled and a check has been cut in the amount $3446.00.  This check is payable to you and Ive asked that it be sent via Fed Ex to your address on *****************,it is scheduled to deliver tomorrow with the tracking number: 771322320325
  
  I am very sorry for the inconvenience that my team caused getting these policies cancelled.  I will work with our team to improve our process in hopes we can prevent a similar situation from occurring in the future for another client.
  
  If I may be of additional assistance or provide additional information, please let me know.
  
  Best regards,
  
  ***** *******
  General Manager
  BMW of Austin
  ************
  *************************************************
  ****************************** 

• Initial Complaint

  Date:08/09/2024

  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.

  *** performed a repair of a thermostat housing & water pump assembly and performed some wiring repairs to the passenger side airbag of my daughter's car, a 2019 *** X1. I picked up the vehicle at 5pm on Thurs August 1st. The next day, my daughter took the car to a friend's house a few miles away and called and told me that the power steering was going out intermittently on the vehicle. She attempted to drive the car home. I intercepted her about a quarter mile from our home and drove the car back myself. By now the power steering was out entirely.I contacted *** about the issue on Friday, again on Saturday and multiple times on Monday, finally resorting to drive the vehicle to the dealer without an appointment. Before doing so, I stopped off at my local ********* and had their mechanic inspect the vehicle. He put the car up on the rack, test drove the vehicle for 15 miles and read off the codes on the computer. He told me that the electronic power steering module was fried, likely as a result of the repair work performed by ***. There were no other problems noted. *** then proceeded to blame the issue on normal wear and tear of the suspension (a fact my mechanic refutes) and refuse to cover the bill. The repair estimate is $11,000. Again, the car had no steering issues when it went into the shop and less than 24 hours later, it had experienced a catastrophic failure of the electronic power steering module which *** is saying necessitates a replacement of the entire ************* system. They are also saying they cannot perform the work unless I also agree to pay for a complete replacement of the driver's side struts & associated suspension system, both of which were inspected by an independent mechanic and found to be in good working order. *** has also suggested I file this as an "accident" claim with Allstate which is insurance fraud and a felony expense.I would like *** to repair the rack-and-pinion system free of charge.

  Business Response

  Date: 08/12/2024

  We are familiar with clients concern, our Service Manager, has had conversations with the customer.  The customers first time to our Center, ********************** with this vehicle, was two weeks ago.  The issue the client had raised was not evident in this first workshop visit, that was two weeks ago.  Client returned with their vehicle after this first visit, with concerns regarding steering, and other warnings coming up on display, it was during this second visit that the **** diagnostic showed these faults occurred after the vehicle was picked up, from the first visit. Using **** test plan it was also noted the vehicle recorded a fault roughly 4 thousand miles prior to their vehicle visiting our center, the first time.  This was explained to the customer.  Were offering to cover the We will be diagnostic charges to evaluate their vehicle, it is our suggestion based on *** experience that since there is also suspension damage, *** of ************* also recommends to replace the rack and pinion as a result, especially if there are faults related to the rack and pinion as it cannot be ruled out that an impact didnt cause this issue.  

• Initial Complaint

  Date:06/18/2024

  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 was sold a *** on 12/6/23. On 12/5/23 when viewing the *** an intermittent issue with the ** blowing hot air was present that was not caught in October 2023 when the car was ***d. I was promised it was fixed and purchased the car 12/6. The A/C Failed immediately after purchase and was attempted to be repaired. Various faulty parts were found through the ** system that were present before we purchased the vehicle through January and February. There were also issues with steering wheel that are still ongoing. Ive attempted to get the issues resolved by service and warranty repair and it has been in shop for over 60 days during the last 6 months. Today I was refused service and told by the ** ***** as well as **** ******** that the dealership will no longer be servicing our vehicle or willing to sell us a car. They also damaged my vehicle multiple times. They broke buttons in the trunk, they would also turn off the safety features on the car and change my ** settings. They broke the trim to the information panel and are refusing to take any actions to repair it. I have whistleblown to *** of ************* regarding the issues and today ***** and **** said they were limiting what options they would provide us as a resolution as we had reached out to *** of ************* about the issues.

  Business Response

  Date: 10/24/2024

  We did sell a vehicle to someone with a different name at the same address. When the vehicle was in to the dealership in June 2024 for an air conditioning concern, the shop ******* and service manager were unable to duplicate the concern and found the system to be operating as designed.  The request for a loaner vehicle was declined as there was no service required on the vehicle. 

  Customer Answer

  Date: 10/24/2024

  Complaint: 21864364
  
  I am rejecting this response because:
  
  as we are both aware the ** issue was present before purchase in October as well as present during the test drive and was promised it would be fixed.  This issue has never been fully diagnosed or fixed. Not only this but you banned us from using your service department and escorted us out of the dealership and then lied to the *** and said we owned the car in October 2023 before we purchased it  
  

  
  Regards,
  
  ***** *****

  Business Response

  Date: 11/26/2024

  The owner of the vehicle has never been denied service at BMW of Austin.   The most recent request for us to test the temperature of the ** was performed while the owner was present and no faults were identified, the ** was performing to manufacturer specifications.   We are unaware of any current issues regarding the **.   

  To the best of our knowledge, the have been no modifications to the warranty of the vehicle.  

• Initial Complaint

  Date:04/22/2024

  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.

  I purchased a vehicle last month (March). The payoff for my trade-in was never made by the dealership as of 16 April. To prevent it from affecting my credit due to it approaching 30-days of non-payment, I had to make the monthly payment plus lates fees to include the payment for the new vehicle. After speaking with the sales manager and general manager, both stated that the payoff of the trade-in was sent to the finance company o/a 17 April. After multiple conversations with the finance company (5/3 Bank), I was informed the payment was never received as of 19 April. Upon receipt of the new vehicle, there were paint chips on the front and rear bumper. This was identified and shown to the salesman (*******). ******* informed me that we could bring the vehicle back, and that they would repair the paint chips. Upon completion of the repairs, I contacted the salesman and sales manager, because the repairs were not done correctly, and the paint job was blotched, and not done correctly. I also took pictures and forwarded it to the dealership. Although, *** agreed to correct the issue again, it requires me to drive more than an hour each way and take off work to get the repairs done. Additionally, the repairs were done in-house, and not by a professional which is concerning due to me purchasing a new vehicle.Although the initial car buying experience was great, and convinced me to be a customer for life, the recent unprofessional work performed by the dealership to make the repairs, the error that was identified by me and not the dealership, the inability resolves the issue, and the burdens place on me to have the vehicle repaired again, is unreasonable, unprofessional, and has overshadowed my initial car buying experience.

  Business Response

  Date: 04/25/2024

  Good afternoon - 

  Thank you for the opportunity to review and address your concerns surrounding your recent vehicle purchase at BMW of Austin.  I'd like to start by apologizing for the inconvenience and frustration that our internal payoff process caused, this particular scenario was exactly what we never want to have happen.  As a result, we have reviewed all of the details and made adjustments to our process to prevent this scenario from happening again.  With that said, I have attached a copy of the payoff that is time and date stamped for your records.  We do payoff our vehicles via EFT allowing the funds to transfer same day versus mailing over sending a check via overnight methods.  I understand that you may have paid an additional payment in the interim, any overpayment will be refunded back to you once they finalize your account closure.  If there is any fee or charge that you occurred due to our handling, please let me know so that I can process a refund to you.  

  As for the paint defects, I understand you have spoken with my GSM, ******************* and your vehicle is currently with us having these issues resolved.  

  Once again, I am very sorry for the inconvenience and frustration that my team caused.  I assure you we will work to improve to prevent this scenario from happening.  I believe we have addressed the concerns you brought to our attention however if there is anything else I can do to assist, please let me know.  

   

  Best regards, 

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

  General Manager

  BMW of Austin

  Customer Answer

  Date: 04/29/2024

  Complaint: 21600275
  
  I am rejecting this response because: I am satisfied with the vehicle payoff and the remaining funds will be returned. The *** has been great and is working to resolve the vehicle pliant defects. Once resolved correctly, I will be satisfied with all actions. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/15/2024

  Everything has been resolved and the client is happy and satisfied with the repairs completed on the vehicle.

   

  Thankyou!

   

  Customer Answer

  Date: 07/15/2024

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:05/31/2023

  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 picked up my *** 650ix from BMW of Austin on the 23rd of May 2023 at about 15:30. It had been in the dealerships maintenance shop for a week completing warrantee repairs. On my way home at about ******************************************************** traffic. It restarted okay. The next morning, the 24 of May, at about 06:30 I started the car to begin my trip home to *******************. No issues indicated. 60 miles from home the motor failed completly while traveling at 65 mph. It would not turnover or start after that. I coasted to the side of the highway and stoped. A tow truck pick up myself and the car dilevering ** back to BMW of Austin. My complaint is that it is now going on to 8 days, 5 of those normal business days. And all I have learned is that the motor is broken and needs replacement. I viewed my car yesterday the 30th of May while removing some items i had packed for the trip home. There has been nothing done to the car. I did contacted the warrenty providers yesterday the 30th of May at about 18:00 local time and was informed that the dealer has yet to call them for the warrenty repair. The warrenty company is a 24/7 operation. I am stuck in Austin, unable to go home because my car is sitting at the dealer with a blown motor after coming out of repair less than 24hrs earlyer. It appears the dealer is sitting on It for some reason I have not been advised off, other than a few placating excuses that dont hold water and elude to beauracratic delays. To have had only been given a cursory look at after 5 business days of sitting in the shop i find disturbing givin they know of my situation. This is costing me time and money. I need to get my self and my possesions home. Help, I am being held hostage and feel like I am being blown off.

  Business Response

  Date: 05/31/2023

  **************,

  Your vehicle was diagnosed on the 25th and an estimate built. Yes there were delays in getting the claim called into the extended warranty company that have been resolved and communications have started as of today. From today moving forward all communication, and repairs will be expedited to the best of our ability and within the dealerships control. The workshop ******* and service manager will oversee the progress moving forward. We will keep you informed of any additional delays. As of this moment the extended warranty company just notified ** that they will be sending an adjuster to our location for review. Normally this takes within 48 business hours, and we will notify you the moment the adjuster gives ** his response. 

  Regards,

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

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:
  I have reviewed the response from the **************** is sufficient at this time.  I will not considered it resolved resolved until I have sucussfull retrieved a fully functional automobile in a timely manner.  Thank you. 
  
  ***********************

• Initial Complaint

  Date:06/06/2022

  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 vehicle and tint was provided with purchase of this vehicle by **** The first time the passenger driver window was scratched after the tint was placed on and a window has to be replaced along with new tint and then once I drove back to Austin when I rolled down the driver side the top part of the window tint was scratched and he back was scratched as well. I talked to ******************* after 2 missed calls and left messages. Once I got a hold of him he advised me would talk to his supervisor about getting it fixed in ****** with a tint shop and then reimburse me with whatever the cost was and if that was even an option . He was supposed to get back to the next week which would May 13 and I havent had heard on how the situation would be rectified. I called that next week and he still wasnt available and we are now in June no call or anything. I called *** customer service and filed a complaint on May 17 and told them this information with a promise of a call back and no call back has been made and we are in June I have sent pictures to *** regarding the damages. At this point I really want this fixed but I wouldnt being reimbursed if I dont have to worry about the a car while this is getting done but Im not at a point wanting to reimburse and find a shop out her to do it. I would want *** to fix it since it was them who messed up the tint. I should not have to look for a tint shop up since this was not my fault. Since I called *** North and *** of ******* and nobodys hasnt got with me this is my last option. Yes its not a super big deal but I shouldnt have this since this was brand new vehicle purchased.

  Business Response

  Date: 06/10/2022

  Thank you for bringing your concerns to our attention. ***************************** our Used Car Manager will quarterback getting your issues resolved here locally at your convenience. If you need further assistance call me directly @************. We are committed to getting this issue resolved for you in the manner in which you would like it resolved.

   

  Thanks Again,

   

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

  Customer Answer

  Date: 06/14/2022

  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.
  
  Regards,
  
  *****************************

  working with assistance manger to get the car taken care of. It was suggested for me to find a place locally in my area and pay and have them reimburse me but I didnt want have to find a place , then gave figure out how long it would take and if I would need a rental car . So I advised I would just come back to Austin in July when I have time available since I didnt get a response back in may with a solution. Still inconvenience for me but atleast it will get resolved finally.