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:12/04/2023

  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 October 2, 2023, I purchased a used 2023 BMW ** * *********** from BMW of Alexandria. I did not receive a manual, ***** the sales associate said she'd have one ordered and mailed which I have yet to receive. I financed the loan with ****** Bank (and the loan has been completely satisfied as of October 22), but as of Nov. 24, 2023, ****** had not received the title. Nov. 24, I called and left a voicemail with the General Manager, **** *******, as well as ***** in the tag/title department. I emailed ****** ********** on Nov. 24 regarding the title as well as new temporary tags to replace the ones due to expire Dec. 1. To date, I have not received an email/call from ******. I am highly frustrated and believe this is becoming a legal issue as the vehicle has been paid-off with no title. We did speak with **** on Tuesday, Nov. 28 after the Motor Vehicle Administration Board contacted the dealership. He stated that he'd have an owner's manual mailed, mentioned the MVA backlog (3 weeks), and that new temp tags would be sent to us and received no later than Friday, Dec. 1. As of Dec. 1, we had not received the new temp tags. That day, I left a message for **** and then I spoke with ***** ***** in Tags and Title, and she informed me that NO temp tags have been printed. She said she would send them that day (Friday) and we should receive them by Saturday. To date, we have not received the new temp tags and the current ones have since expired.. They over-promise and under-deliver. My experience with BMW Alexandria is by far the worst, and I've purchased several cars from various dealerships. It has been riddled with nothing but chasing after people, with no response and no accountability. They continuously drop the ball. There is an apparent lack of professionalism and courtesy. With that said, I cannot wait to cease this business relationship and will never enter into another transaction with them. Respectfully requesting assistance. Thank you.

  Business Response

  Date: 12/20/2023

  To whom it may concern,

  We checked the status of the tags.  As of 12/4 the tags came in, the client was notified and paid to ship the tags to their address.  We have attached a parts screenshot of the owners manual to be ordered but comes out of Germany only; which takes a long time to get delivered. You will see the bottom right hand of the screenshot that the part is located in Central Distribution which means Germany.  We were unaware the manual had not come in yet.  The client had not reached out to the GM that it had not been delivered either.  To resolve this remaining issue, we will take an existing manual from another vehicle and mail to the client and replace with the new one when it comes in.  Hopefully these two items will be resolved this week.
  

  Please contact us with any further concerns.

  Thank you,

  The BMW of Alexandria Team

• Initial Complaint

  Date:10/18/2023

  Type:Delivery 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 Jun 11 2022, I ordered a BMW ** ** from client advisor *** ***** at the BMW of Alexandria for the amount of $74, 720 with a stated delivery date of Dec 2022 / Jan 2023. A $1000 deposit was put on the car and I was advised I could exchange out the wheels for BMW 826M wheels. Sometime between the order date and the expected delivery date, *** ***** no longer worked at BMW of Alexandria and my order was transferred to *** Seyhan. Needless to say , the car I order was not delivered in Dec 2022/Jan 2023 and I was not informed of *** leaving and *** taking over the account until after repeated request for updated status of my order. During the period, *** did not keep me up to date and I constantly had to reach out to him for an update. It wasnt until 27 Jul 2023, that I received an email that my car had been allocated and I needed to rebuild a car and sent *** a build code. This was all done in June of 2022, and the price has gone up since then plus I would have to still wait another 3-6 months before the car would be built. On 7 and 25 Aug I responded that the car already has a build and to respond with confirmation that BMW had found it. I received no response. On 30 Aug 2023, I advised *** that I was unhappy and requested to speak with the General Manager about what would be done about my inconveniences. I was informed on 1 and 2 Sep 2023 by **** ****** that a manager would respond to me directly to address my complaint and the inconveniences. I have not heard back from the General manager or the New Car Sales Manager - **. ****** ****. I am requesting BMW of Alexandria give me a credit for the difference in what I contracted to pay on my build order ($67,300 base) vs. current on new build ($69,700 base) (a difference of $2400) + the 826M wheel package. As it is, I will have to start over from scratch and the cost is significantly higher since BMW of Alexandria dropped the ball.

  Business Response

  Date: 10/21/2023

  To whom it may concern,

  We apologize for the lack of communication from the time our sales person *** left and when you were contacted by the sales person who took over your account.  As for the vehicle build, we at BMW of Alexandria, BMW NA along with the rest of the world have been severely affected by supply chain delays.  We understand your disappointment, as is ours, in not getting the vehicle in the timeframe you expected. Once the allocation became available the car you ordered, a model year 2023, was no longer available.  The model year 2024 were in production which is the reason for the price increase.  In that light once you decided you did not want to pay for the increase in price, we refunded your deposit and the transaction cancelled.  

  While we are willing to work with you on the price of any vehicle you decide to buy from us, the request for crediting the price difference between the MY 23 and MY 24 along with the wheel package is not a viable solution to the order you placed with ***.  Please feel free to reach out to *********************, who is our Internet Sales Manager, with any communications you may have about making a deal.

  Thank you,

  The BMW of Alexandria Team

  Customer Answer

  Date: 10/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  As you noted yourself in the response, the communication from BMW of Alexanderia to myself (the customer) was lacking during the whole process. I can appreciate some of your accountability, however, I have not heard you mention any resolution to make the issue right.  I am requesting that BMX of Alexanderia cover my losses from your mistake which would require at least a $2400 credit at your BMW location for the purchase of another vehicle or accessories.  I the consumer should NOT be liable for the dealerships' inefficient communication and mistakes.

  Additionally, I previously asked for the General Manager to contact me about this issue and I was told twice via email that the GM or senior management would contact me. However to date, no one has contacted me which make me question how much you value your customers. And the Management of BMW of Alexanderia has shown no interest in resolving this issue without getting BMW Corporate USA involved.  One thing is certain, customers pay close attention to businesses reviews and the customer service shown.
  
  Please advise if BMW of Alexanderia is amendable to the $2400 credit? If not, please advise an amicable solution, because as of right not, to reorder the vehicle I signed a contract with you a year ago would cost me at a minimal an extra $2400.
  

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

• Initial Complaint

  Date:08/25/2023

  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 car along with several overpriced warranties. I asked them to cancel the warranties and issue me a refund TWO MONTHS ago. I have left numerous messages , sent e-mails, all of which have been ignored. I have twice been in person and they will not give me my money back. I was well within the period of time to cancel the warranties since I did it the very next week after purchased the vehicle . This is so outrageous and I want my $14,000 that I paid for the warranties .

  Business Response

  Date: 09/02/2023

  To whom it may concern,

  We apologize for any inconveniences this process may have caused.  We have a cancelation process we follow so we can keep all cancelations organized.  We ask all of our clients to fill out the cancelation form that we have on our website as some companies require proof of odometer and such.  The website then records your cancelation and provides a timeline of what to expect and who the refund will go to.  The refund will go to the lienholder on file if the vehicle has a lien or to the last address we have on file for the client unless specified in the cancelation documentation.  Our Finance Director has called the number provided in this complaint but there is no voicemail set up. ******, who settled the clients deal, has emailed the client with directions and the link to the website to fill out the cancelation forms.

  Below is the link:

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

  We hope this brings the cancelation to a close and wish the client a better experience in the future.
  

  Thank you,

  The BMW of Alexandria Team

• Initial Complaint

  Date:07/28/2023

  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.

  3 strikes--and more-BMW is OUT This car was purchased June 26th, one month ago, and in that time, I've had numerous issues with it and would like to return the car and the dealership refuses to allow me to do so 1. Two tires completely blew out-about a week ago. 2. BMW roadside was awful, I waited nearly 5 hours for a tow, and then several more hours for a ride home 3. BMW Alexandria had not filed any paperwork/warranty on the car, so I had to wait nearly 3 days for the repair so paperwork could be filed 4. The **** goes from Drive to Neutral, at the flick of a wrist, it does NOT need to be intentionally shifted, unlocked, to move, and so when I have reached for the coffee, or changed the radio, and it has moved, the car stops accelerating...I have never had a car like that nor one want one as I believe it creates unsafe driving situations. Everything we do in a vehicle ought to be with intent, and safe direction. BMW states this is allowed. 5. The tags have expired, and BMW has NOT filed the title or registration and can not issue me a new temp tags. 6 When BMW Corporate put pressure on BMW Alexandria then Alexandria stated they would file for tags/title, upon going to the DMV yesterday, I was told that the paperwork was both incomplete and done incorrectly. 7. I want them to pick up the car. If they want to keep the two lease payment, so be it, but clearly within the first 30 days of having a car, this is not how things should go. Nor should I have to be begging the dealership for the support I want, need, deserve... A brand new car should bring joy, happiness, a sense of comfort, safety, peace and this car, and the associated experiences --not the case with BMW. I am experiencing tremendous stress and unhappiness--this is not a ultimate driving machine experience.

  Business Response

  Date: 07/31/2023

  Hello,

  1. We are sorry for your tires getting blown out but that is not something the dealership or BMW can control.
  
  2.BMW Roadside contacts tow companies that are closest to your location to tow the vehicle. Depending on the time, day and available tow trucks in the area will vary in timing for arrival.
  
  3.The paperwork for your tire warranty was filed but it takes time for the paperwork to get registered. Once you let us know it had not registered in the system, we asked the warranty to company to manual approve the work and register the warranty.
  
  4. The design of the vehicle is something the dealership does not have control over and is a personal preference.
  
  5.  At the time of the sale there was a name discrepancy and we decided to have you do your own tag work at your local DMV; we are a Virginia dealership and this was to be registered in NC.  Temp tags are good for 30 days from purchase.  The title work was sent down to the local DMV within the 30 day period as documented at time of delivery.
  
  6. The NC DMV told you the paperwork was done incorrectly but we never were told what was done incorrectly.  We send paperwork to DMVs all over the country but in this case have not been told what in our process was incorrect.
  
  7. Picking up the car and keeping lease payments is not an option because the dealership does not own the car.  The finance company owns the car and the lease payments went to them.
  
  If you want to return the vehicle, after you register the car you can sell it on your own or trade it in but the dealership is not the owner so it can not simply take the car back.  We will purchase the car back from you but it has to be registered first.
  
  None of these issues were in the dealerships control and the dealership is not at fault.
  
  1. Tires blowing out
  
  2. Untimely tow truck
  
  3. Registering the tire warranty for the blow out normally takes 30 days
  
  4. Vehicle design
  
  5. Temp tags were issued because there was a name discrepancy and agreed that the title work would be sent to the NC DMV.
  
  6. The title work was sent to the NC DMV within those 30 days but was told it was incorrect but not told what was incorrect about it. 
  
  7. Returning the vehicle to the dealership is not an option because you no longer want the vehicle.  
  
  We hope you get these issues resolved swiftly.
  
  Best regards,
  
  BMW of Alexandria
  

  Customer Answer

  Date: 08/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because BMW is not being honest
  
  1.Title, Tags, were NOT submitted until a few days ago. See emails attached noting that I asked for a second temporary tag because paperwork was NOT received and when I called BMW corporate they encouraged Alexandria to submit the documents so you can see that the paperwork had not begun until July 26
  
  The Better Business Bureau can see per the tire incident you can see the paperwork had NOT been submitted. It is evident in the email they said they had NOT submitted the paperwork but once there was an issue with the tires they worked hard to file it and activate it.
  
  I had to follow up with Alexandria BMW whom you can see had NOT filed the paperwork until last week--a month later.
  
  2. The DMV stated that they would contact BMW Alexandria as in NC it is ILLEGAL to do a nonnegotible title in NC and said that they told BMW Alexandria that was the case. Regardless, I followed up with an email to let Alexandria know I could not register the car and they did NOT respond...I had to contact YOU Better Business Bureau.
  
   Prior to my request on July 26th I asked for a second temp tag until BMW filed their paperwork they said NO.
  
  I am paying to lease a car that is now illegal for me to drive, the officer told me it was a misdemeanor not to have the car registered
  
  3.
  
  BMW Alexandria continues to take put the responsibility on someone else. It is not their fault, It is not their problem, yet it is as you can see, because by not taking responsibility, ownership, nothing works...
  
  4. I DID contact dealerships, autoresalers, and since BMW Alexandria has not tiled nor register the car, I am UNABLE to sell it back or trade or anything
  
  So BMW is using power and control to hold me hostage in a situation that stinks.
  
  5. I ask the Better Business Bureau to carefully review all documents, timing, treatment, and assess whether BMW is treating me fairly...if this was YOUR situation, or if I was your daughter, do you think this is acceptable treatment...keep in mind, I have paid 2 lease payments in addition to the $3,000 down
  
  And now I am unable to trade the car, register the car, and technically, not drive it since it can not be registered...
  
  Regards,

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

  Customer Answer

  Date: 08/01/2023

  P.S. BMW Finance states that BMW Alexandria is the corporation that would need to buy, sell, trade this vehicle
  
  BMW Finance states that it is NOT their responsibility, but rather BMW Alexandria is responsible.
  

  Customer Answer

  Date: 08/01/2023

  Of note, the dealership told me that it was normal for the car to go into Neutral.

  I found evidence in fact it is DEFECT

  The car is defective and I  want the dealership to take the car back and stop pointing fingers
  

  Customer Answer

  Date: 08/01/2023

  Additionally, as noted when the vehicle was in for the tires, there is a defect with the car going into neutral.

  The dealership claims that it is allowed, but I have found evidence contrary to that...in fact, it is a recall.

  I want this vehicle taken back given that is defective.
  

  Business Response

  Date: 08/03/2023

  Hello,

  We have attached a document timestamped of the dealerships efforts to try get proof of the name change to register the vehicle for the customer in NC.  Since the customer could not provide the documents for the name change we sent what we had to the NC DMV via *** with tracking numbers provided in the attachment.  The shipment was received 7/27 at the NC DMV. We sent the documents with a return envelope that still has not been sent back to us from the NC DMV if there was an error. As you can see in the document attached that we have updated until 8/2 that we are waiting for the NC DMV. We have uploaded another document signed by the customer that covers registration and taxes.  Section 3 and Section 4 were highlighted what was needed to register the vehicle.  It also states another set of temp tags will not be issued if the needed documents are not provided.  This information was provided upfront at the time of sale. Registering the vehicle is now the responsibility of the owner.  
  
  The attached document about a recall is an article from 2019.  This vehicle is a 2023 model year.  There is not a recall on this vehicle.  The vehicle history shows that the vehicle was taken to ******** BMW on 7/21/2023 for a shifter concern but was noted that it is operating as designed.
  
  BMW of Alexandria is not at fault and is not responsible the flat tires, the vehicle design or the customer not being able to provide proper documentation to register the vehicle.
  
  BMW of Alexandria wishes the customer swift remedies with their difficulties regarding this transaction and is willing to purchase the vehicle back once it has been properly registered.
  
  Best regards,
  
  BMW of Alexandria
  

  Customer Answer

  Date: 08/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  From: *********************************** <**************************>
  Date: Thu, Aug 3, 2023 at 9:03 PM
  Subject: Staff--please read my reply as if I were your sister, friend, neighbor, colleague
  To: Better Business Bureau <[email protected]>
  
  Dear Better Business Bureau-Staff:
       Please understand that I do not want to continue to communicate with this business because they are refusing to acknowledge their fault, their errors. I can keep clicking Reject but they are not saying anything different nor doing anything different, thus I feel like I am wasting my time and energy.
        I went to the DMV with my license and that was not the issue--the issue was that BMW of Alexandria failed to send over the proper paperwork, the DMV associate showed me the paperwork and it lacked the information needed for the DMV to complete a registration. They faxed them a blank page with a VIN Number, more or less.
      The DMV verified my identity, so I do not appreciate this dealership stating that my identity is the issue.
  It is NOT the issue.
      Also the paperwork shows from ******* that in fact the car moves from DRive to neutral and that IS what caused the recall in 2019 please read the article for yourself. It is the exact same issue and BMW states it is operating correctly, so all these dealerships are working in unison so no one has to take back a lemon.
      Moreover, BMW ALEXANDRIA continues to state they will take the car back once it is registered yet they are the ones that are preventing me from registering the vehicle...they are not sending the paperwork and you can see that foryourself, I emailed you what was sent to them regarding the fact that the paperwork was incorrect and that had NOTHING to do with my name and everything to do with the lack of information needed.
      I do not want to continue being abused by this dealership, it harms my soul.
  I have scanned the document from ******* which acknowledges the shifter goes from drive to neutral and again the article which states that is the same issue in 2019 that caused crashed...see for yourself.
     I understand you need time to take this in, but I ask that you please consider how a business is clearly  violating their agreement to register a car, perhaps sold me a lemon, and wants to stick it to me, as I can not sell this car to anyone without any paperwork and I have NONE and not because of my license, I presented that to the DMV,  but because of their lack of paperwork.
      Please for the love of God, please read what I am sending you and rather than act a go-between passing information back and forth, because I did already contact the dealership, please act as a true better business bureau, seeking to advocate for justice, fairness, etc.
  
  Regards,

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

  Business Response

  Date: 08/07/2023

  From: *********************** <***************@bmwofalexandria.com>
  Date: Sat, Aug 5, 2023 at 1:48 PM
  Subject: Complaint ID: ********
  To: <[email protected]>
  Cc: ***************** <************************>
  
  To whom it may concern,
  The most recent communication from ************************** through the BBB portal is a request that the dealership not respond but for the BBB to respond to her.  At this point, we will stop the communication at her request and ask that the case/complaint be closed.
  
  Thank you,
  
  ***********************
  General Manager
   
  BMW of Alexandria
  Office: **************
  Direct: **************
  ****************************************, Alexandria, VA *****
  BMWofAlexandria.com
  

  
  

  Customer Answer

  Date: 08/14/2023

  I DO NOT "accept" the reply as the BMW dealership has done nothing to resolve any of my concerns-

  1. The car goes from DRIVE TO NEUTRAL while traveling which was a prior defect -also must be one now since the same issue before caused crashes, thus required a recall
  

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

  2. The vehicle is NOT registered to me, and it is now 8/14/2023. The DMV has my name correctly.

  3. I am done repeating myself.

  I do NOT accept BMW's reply.
  
  As for BMW there are many reviews online that report BMW struggles with accepting responsibility when their cars are defective...broken,  My experience with BMW even in the NC area is that they do not want to address the issues with these vehicles. An expensive lesson to learn...
  

   Complaint: ********

  I am rejecting this response because:
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 09/01/2023

  To whom it may concern,

  The NC DMV sent our *** packet back to the dealership.  It was previously stated stated in the complaint the dealership faxed documents to the DMV.  This statement was untrue.  The dealership has processed a non negotiable title since we were not able to get a NC driver's license to register the vehicle under the name that was on the deal.  We have also refunded the tax difference in the amount of $1085 and have sent it via *** with tracking number ******************.

  It is unfortunate that we could not come to a mutual agreement on how to settle this complaint but this is all the dealership can do at this time.

  Best regards,

  The BMW of Alexandria Team

  Customer Answer

  Date: 09/06/2023

  Complaint: ********
  

  The car is a LEMON!

  It is NOT in my possession anymore!
  

  It has not been in my possession since August 8th, when BMW roadside picked it up by the intersection, where the car went from DRIVE to NEUTRAL while making a legal U-Turn at a high traffic area in ****** *****.

  See attached proof.

  Regards,

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

  Customer Answer

  Date: 09/13/2023

  SHAME ON YOUI

  You are LYING!

  OUTRIGHT! As per the attached screenshot you can SEE that I replied to the business! Their check for registation/tags that I NEVER received is DEPLORABLE

  Thus they are LYING. And they stated they lied about sending to the DMV in the first place, so clearly this is NOT a business that is honest or fair.

  I deserve a FULL refund for a car that is a LEMON.

  ALSO, as an act of integrity YOU WILL amend the note on the closing file that you DID NOT hear back from me, as I CLEARLY wrote a reply. And your accusing me of dissatisfaction when the facts are there, and its proven this company LIED.

  It means you are in alignment with thieves and liars and that means you will bring theives and liars INTO YOUR CIRLE. What we allow to happen to others, happens to us.You are allowing them to liar and cheat me, so you will be lied too and cheated and there will be no fair settlement for you, since you have not done justice for me.

  SHAME ON YOU.

  You work for the better business bureau. Instead of playing politics, sideing up to a business because they are local and put money in your pocket, do what is right and just because God in heaven, our divine creator, sees you and will punish you, if you do not give me justice as it is written

  Deuteronomy 30:7
  The Lord your God will inflict all these curses on your enemies and on those who hate you, who persecuted you.

• Initial Complaint

  Date:07/19/2023

  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 purchased a *** *****  from this dealer on Tuesday June 13th 2023. I purchased the car lightly used. I was not told that the dealer didn’t have the title to the car. It is now June 19th I have expired temporary tags and no title or paperwork in my hands. I have been requesting an extended temporary tag since the 1 st week of July fearing this would occur. I was told it was my responsibility which is entirely untrue. I explained in the state of Virginia they have 30 days to produce the title or must re apply for an extended tag or purchase the car back. I have not seen either of those completed. In the state of michigan they have 21 days to produce the title for registration. I keep getting blown off and no one is getting back to me. I keep being told I’ll get you a status update and nothing happens .I am sitting with a car that I cannot drive legally because they refuse to do their jobs and what is right. I want to return this car and be reimbursed for all of my expenses per Virginia law or I just want someone to get me plates and title so I can drive my car. I am not asking for a lot but what is owed and legally obligated by them. they seem unwilling to help and never initiate communication unless I do. If this doesn’t help the only other recourse I have is legal action.

  Business Response

  Date: 07/25/2023

  Hello,

  We have issued this client a second pair of temporary tags.  We are waiting for a duplicate title because the lien was electronically released by the lien holder.  We expect to have the title next week and will then flip the title and mail it to the client.
  
  Please let me know if there is anything else we can help with.

  BMW of Alexandria

• Initial Complaint

  Date:07/16/2023

  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.

  On 7/09/2023, I purchase a new BMW ** and traded in a 2019 ***** ***. I am a single 61 year old female who was taken advantage of at BMW of Alexandria. I was in the middle of purchasing an ** when during the aftermarket sales process, I stated "I cannot do this deal" because I cannot afford it. The finance manager stated that the deal was already sent to DMV. I had not signed a piece of paper at this point. I understood that to mean that I did not have a car at all. I had a panic attack in the finance managers office, he calmed me down by stating I had a wonderful new car. I had been in the dealership over 2 hours at this point. I reluctantly signed the contract and drove home. I immediately called when I got home and said I needed to return the car. I have called every single day since Sunday 7/09/2023. It has been one week today. The deal they are giving is to buy my car back for $1,000 more than they gave me, they reduced the new **s trade by $5,200 and they refuse to credit me with the $5,200 for Prepaid Service and Tire Warranty. That is a windfall profit of $11,400 to BMW. I also paid a $6,000 down payment. They want to roll this $17,400 loss into my car. This is not buyers remorse. I was lied to. My rights were violated by sales trickery and coercion.

  Business Response

  Date: 07/21/2023

  To whom it may concern,

  The client has been in contact with our finance manager ****.  The clietn later sent in an email saying that she is comfortable with the purchase.  Please see the attached email.

  Please let us know if there are any more questions.

  Respectfully,

  BMW of Alexandria

  Business Response

  Date: 07/24/2023

  To whom it may concern,
  
  The client has been in contact with our finance manager ****.  The clietn later sent in an email saying that she is comfortable with the purchase.  Please see the attached email.
  
  Please let us know if there are any more questions.
  
  Respectfully,
  
  BMW of Alexandria

• Initial Complaint

  Date:03/23/2023

  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 was very disappointed with my experience at BMW of Alexandria. It cost me nearly $1000 in lost wages, rental car, fuel, and inspection costs, and I even had to force you guys to get the parking pawl safety recall taken care of. The truck is already priced $10,000 above wholesale (almost 30%), and to require another $1000 of fees on top of that is illegal. Those fees should have been included in the advertised price. Putting the fees in an addendum is not good enough. The fees are unreasonable and illegal, as I pointed out to ******************************* on Tuesday, 28 February at approximately 4:45pm. I intend to file a complaint with the *** and the ******** **** for violation of the ******************* Act regarding advertised pricing and mandatory fees. ******************************* will be listed as the offending party. I will also submit **** and ****** reviews so this doesn't happen to anyone else.

  Business Response

  Date: 04/28/2023

  Hello,

  As a one-price pre-owned dealership, we disclose all our pricing on our website, including applicable taxes, tags, and any other fees needed to register a vehicle. I have attached a file for your reference.
  Regarding the processing fee, we charge an $899 processing fee, which is also disclosed on the ******** website where you submitted your lead. Another file with this information is attached to this email.
  On 2/21, we sent you our One Price email explaining that we have eliminated negotiations from the buying process to create a more transparent and hassle-free experience. However, you requested the best out the door price and asked about payment methods. We had several discussions regarding the repairs made to the vehicle and whether it could be taken to another shop for a pre-purchase inspection.
  

  On 2/28, you met with our Sales Manager, ****************, and signed the Purchase Order, which included the $899 processing fee. **************** collected all the necessary paperwork to finalize the deal and handed you over to our Finance Manager to complete the process. However, you requested to speak with the Finance Manager in private, and after a few minutes, the finance manager informed **************** that the client wouldn't pay the processing fee and demanded a price reduction, citing FTC regulations. Unfortunately, we were not able to reach a mutually acceptable agreement, and the client did not purchase the vehicle.
  

  I want to emphasize that our processing fee is disclosed on our website, third-party websites, purchase orders, and displayed in our showroom. We adhere to our company policies of charging all customers the $899 processing fee and our one price pre owned pricing model. We regret that we couldn't come to an agreement due to the request to waive this fee and/or lower the price.
  

  Please feel free to contact us if you have any further questions or concerns.

  Thank you,

  The BMW of Alexandria Team

• Initial Complaint

  Date:02/06/2023

  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've had issues with my vehicle since I've purchased it. I have a BMW ** *** *** plug in and it has had several recalls. 2/6/2023 car in shop needs new control module (vehicle at dealership again) 1/27/2023 recall check engine light on (vehicle at dealership)9/8/2022 SOP Module install (navigation) 7/7/2022 recall/campaign ******* Digital motor electronic 10/21/21 High Voltage System Malfunction indicator BMW stopped making these vehicles because they had battery issues and I repeatedly take my car in the shop. Someone needs to investigate BMW and these vehicles.

  Business Response

  Date: 03/02/2023

  Hello,

  Our records show that we have not serviced this vehicle since we did the pre delivery inspection on 10/09/2020.  The PDF attached to complaint shows another dealerships repair orders.  We would like to help in any way we can but at the moment it doesn't seem like we have had an interaction with this vehicle since 10/09/2020.

  Thank you,

  The BMW of Alexandria Team

• Initial Complaint

  Date:12/21/2022

  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.

  11/24/22 - Brought vehicle to dealership for full inspection and oil change. Ended up spending $1200. 12/9/22, Check-engine light came on and car almost stalls at red lights. Made appt for 12/17/22 9am. Brought vehicle in at 9am on 12/17/22. Waited 45 minutes to check car in, then had to have a loaner brought to me. 12/21/22, have not heard a single thing from dealership. I called and they said they had to replace a battery for $950. I never heard from them or gave authorization to spend that money on that $200 battery.

  Business Response

  Date: 01/09/2023

  Hello,

  We spoke with **************** after he left a voicemail about this same concern last week mid December.  **************** was misinformed and the $1000 battery had not been replaced; that was only an estimate to replace the battery.  He has since picked up the car vehicle and decided to not replace the battery with our dealership.  I believe this issue has been resolved.

  If there is anything else we can do please let us know.

  Thank you,

  BMW of Alexandria

• Initial Complaint

  Date:11/28/2022

  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.

  In October 2022, I tried to schedule a 10K miles Service appointment online, unfortunately there were no suitable appointments. I called to confirm that there were no appointments available per the online calendar. Thus, I decided to take my service to another BMW Service Center. On October 18, 2022, I took my car to the BMW of Annapolis for services (tires, oil & filter, etc.), I received a loaner vehicle and left my vehicle for service. The next day, I received a text message requesting approval for additional maintenance, there was damage to the “Oil pan bolt (threads)”. I spoke with a Service Advisor (SA), who provided explanation of the request. SA informed me that, “the Technician stated, “the oil pan bolt threads were damaged”. He explained the functionality of the part and the damages, as well as the cost to repair $283. I asked additional questions, which he mentioned, “the threads had been stripped/cross threaded from a previous service”. I stated “I was not informed nor aware of any previous damages. So, I consented to the repair, since this is my primary vehicle and it has to be repaired. Arriving home, I noticed an oil leakage in my driveway and garage. I texted the Service Advisor to inform him of the leakage. And requested an appointment. On November 21, 2022 I returned to the BMW of Annapois for service and explained the situation with the leaks. I checked my vehicle in with SA and received a loaner. Later that day, I received a text message stating the cost of repair. Again, I called the SA regarding the repair and cost. He further stated that, “per the note on file regarding the previous repair, the oil pan threads were damaged and the bolt repair was not successful. Therefore, the entire oil pan will have to be replaced”. The total cost for the repair will be $3,531.83. After receiving the news regarding my vehicle, I called the BMW of Alexandria Service Center and asked to speak with the Service Manager (SM). Left my information and hours later, I received a call from the Service Manager. He confirmed the date of my last visit. He also asked “if I had taken my car to another Dealer since, I responded “No!”. He continued to asked “how many miles do I have on my vehicle? I responded, “97K+”. He mentioned, “our records show that you were here at 86k miles. I responded, “Correct, 10K miles later it was time for an oil change”. He further asked “Am I sure I did not take my vehicle somewhere else for service?”, I responded “No”. After the brief conversation, he said “he would speak with a Manager and call me back”. On November 22, 2022, Fritz returned the call to mention that “I had to bring my vehicle back to Alexandria for repair”. I asked, “will I be able to get a loaner and what is the estimate time for repair?”. He responded, “He would have to find me a loaner car, our Service center is backed up and would not be able to look at it until Monday”(after Thanksgiving weekend), it will take approximately one (1) day to repair. He also mentioned, “they were not sure of “who” performed the damages to my car”. Their mechanic was the “best” mechanic, who builds cars and he would not cross thread any bolts”. Service Manager continued to say “I will have another mechanic to repair the vehicle to make sure it will be repaired properly”. F*** called again to ask, “if he could speak with the Service Advisor at BMW of Annapolis regarding the services”, I provided him the information. Shortly after, F*** returned the called to say he understood the inconvenience, however he continued to reiterate the same sentiments as before. He also mentioned “we do not have any loaner vehicles and not exactly sure of how long it will take, since we are backed”. I asked, “can I speak with the Supervisor?” He said, “Yes”, I am still awaiting the Supervisors call. I mentioned, “I will need my vehicle, I have to go to work and I am the caregiver to an 88-year-old with medical needs”.On November 23, 2022 I called Fritz to follow-up on the conversing with the Supervisor. Instead, his voice mail stated he was on vacation, leaving the request unresolved. I called on November 25th for assistance and the Service Managers are all unresponsive and have not returned any call. I called the GM he was unavailable, as well. This situation has left additional complexities in my life. Why should I have to incur the cost (close to $4K) to repair my vehicle when BMW of Alexandria Service Center caused the damage? The poor customer service and lack of concern from the Service Manager further complicate the situation.

  Business Response

  Date: 12/06/2022

  Hello and thank you for contacting us.  We called our Market Rep for BMW NA who called Annapolis's Market Rep and it was decided that instead of towing the car back to Alexandria, Annapolis would perform the repair under BMWs Goodwill Program.
  Alexandria's Service Director, Todd, called the client and informed her that BMW of Annapolis was going to take care of the repair.  Hopefully this resolves and issues related to the repair and the vehicle is able perform as it had previously.
  Please let us know if we can be of any further assistance.

  Best regards,

  BMW of Alexandria