ComplaintsforRichmond BMW Midlothian

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2013 *** x3 to the *** dealer so they can figure out why it was mis firing from cylinder three. I had told **** that I already replaced all four spark plugs, coil packs and I also replaced two fuel injectors before taking it the shop.( cylinder 3 &2 fuel injectors I replaced). **** called me few days later and told me that *** cannot be sure that I programmed the fuel injector correctly on cylinder three. I went to the shop in person to explain I had already put new Bosch fuel injectors on two cylinders. How come cylinder two was working?? So **** brings a special mechanic to tell me I need to get *** programmed fuel injector. So I end up agreeing thinking that will fix the problem of my misfire. At that point it was just an injector and diagnostic they were going to charge me. I get another call from **** telling me they need to replace the engine wire harness. The bill at this point was going to be for 250 for diagnostic and 750 for fuel injector replacement. He then tells me he will replace the harness for only $400. I said go yes go ahead and replace the harness. I was getting really impatient that **** was not calling me. My cars been at the shop over a month now. So I go back to find out why they have not figured out the problem. **** moves me from the customer service area to the garage work area so I can talk to his mechanic about the issue because I was getting upset. He didnt want his customers listening to me. I felt intimidated by ***. **** is telling me I need to replace the engine computer now. I was so upset when he told me that because why do you have to give me the run around. **** shows me a bill of $2,250.00 and I was shocked because I never approved of the work. They never fixed anything and now *** wants to charge me $2900 for only the computer. And thats not counting the $2,250.00 diagnostic bill I never approved. How does the bill go from diagnostic $250 fuel injector replacement $750 Wire harness $400 to $2,2500.00??To $2,250.00

  Business response

  06/27/2024

  TellThe vehicle came in for and engine light on and the vehicle is misfiring. We performed a diagnostic test and found misfire faults. When we inspected the ignition coil and spark plugs we found multiple spark plugs were left lose, number 3 spark plug was gas fouled, and cylinder number 3 ignition coil was misfiring. we replaced the ignition coil and spark plug and rechecked the system. The misfire stayed present on cylinder 3. We recommended replacement of the fuel injector because it was leaking fuel. When we contacted the guest,they said that they recently replaced the injector and they were trying to fix this issue. Our next step in diagnosis was to check the wiring harness from the engine computer to the injectors. We noted that the old harness had damage to.It looked like someone was trying to check the signal to the engine computer and removed to much of the coating. We would have to get a proper harness in the vehicle in order to test the engine computer. After replacing the harness the *** (engine computer) would not send out a sufficient signal to properly activate the injector. The signal from the *** was not sufficient and was likely due to improperly testing and tampering with components on that circuit.
  us why here...

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a silver 2016 *** 535I Xdrive from this dealership as a Christmas gift for my son. I put a $5000.00 down payment on the car. I picked the car up on 12/24 before closing and noticed the heat in the vehicle did not work on the passenger side along with the driver side light cover had water along with moisture in it but the dealership had closed for the holiday and I contacted the dealership on the next open business day to advise them of the issue. They told me to bring the car in and they would take care of it. So I bought the car in on the same day and they ended up keeping the vehicle for 3 weeks until it was returned. Once we received the car back we noticed the car was driving funny and that a caution light was on in the dash that the drivetrain was malfunctioning. I immediately contacted the service department to let them know what was going on and the manager advised me to bring the car back in and they would take care of it. They ended up having to replace the turbo system along with replacing the front headlamp in which they never did and had the car for over 5 weeks. When the car was ready they drove it to my home on a empty tank of gas. We had the car for 6 days before it ended up becoming a total loss from an accident. After my insurance company paid *** financial I found out I would still be stuck with a bill for the car in which it had only been in my possession for less than 2 weeks. The car stayed in **************** majority of the time from purchase date. I found out a paint warranty was added to the contract that I knew nothing about and to top it off they went used my extended warranty that I purchased in order to fix the turbo in the car instead of covering the cost themselves. This caused me to owe money on the car instead of receiving money back. We had just purchase that car and it had issues from the time it left the lot. It was clearly a lemon from beginning. I should not be responsible for paying anything further on this car.

  Customer response

  12/04/2023

  Please find the attached sales contract or the car purchase along with the paint warranty that I did not ask for and the extended warranty that was used to make a repair on an existing issue the car had when it was purchased. I have included a repair estimate that was placed in the folder that Richmond *** put all the important paperwork in. The estimate will prove that the car had plenty of existing issues hence the reason the prior owner traded it in the same day the car was purchased. The estimate clearly states that the parts for repair would not be in until days later after I purchased the car. Which I had no knowledge of until I was searching for the paperwork to turn in. I attached the one service invoice that I was able to find from 2 days after the car was purchased and have requested the other's from the service department and they have yet to provide it to me. If you should need anything else from me please feel free to reach out.

  Business response

  01/11/2024

  I'm sorry that you had trouble with your vehicle.
  
  Based on the vehicles'initial inspection we spent over $4000 on this vehicle to ensure we were putting the best product we could out there. We sell every vehicle as is, but when issues come up, we do the best we can to assist. In this case, you had a recently purchased vehicle that your warranty would not have covered. So we stepped in, and took care of the heat issues with no out of pocket expense for you. Unfortunately, the headlight was on national back order at the time but it was still ordered. 
  
  Fast forward to the drivetrain issue. Because you were under warranty, that was utilized to cover the issue. 
  
  With the regard to the interior and exterior protection, that is something you never got to take advantage of. I would be willing to refund the amount you paid for the coverage. 
  
  Feel free to contact me if there are any further questions. 

  Customer response

  01/17/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ********************************
  
  
  
  
  

  Customer response

  01/31/2024

  To whom it may concern,

   

  I'm sending this email because my complaint was closed out. I was informed to send an email since I can no longer send a response through the portal. I had received the email with the business response on January 11th stating that the only recourse that they were willing to take would be to refund me back for the Resistall Paint Warranty. I had submitted a rebuttal response declining what the merchant was offering because I did not feel that what was being offered does not address my entire complaint only a fraction of it. Later that day I received an additional email in which I thought was a confirmation email to my response. It wasn't until I received a new email dated 1/24/2024 stating that the case was closed that the information I submitted came through blank. It's not the first time that it has happened to me because I had to submit my documents before through email because of it. The reason behind me not wanting to accept the merchants offer is due to the fact the finance manager along with the ** of the dealership advised "Resistall is a non-cancellable product because its something that physically is applied to the vehicle itself.". I have attached a copy of the email from the Finance Manager *****************************. The other reason that I'm not wanting to accept the offer is that I have requested on numerous occasions from the sales manager ***** along with the service manager ***************** for the service invoices to show that the dealership had the car 98% of the time that the vehicle was registered to me. My request has been ignored. The service estimate that I included in my original complaint has the exact same date that I purchased the car. How was the car actually fixed when it was traded in the same day in which I purchased it? In other words when was the car actually fixed?? Lastly if the vehicle was released to me from having the headlight issue and the next day it had turbo issues why would the extended warranty that I was going to be paying for be used to cover pre-existing issues? I poured alot of money into this car for the car to be just sitting at the dealership for 98% of the time of ownership. What's not clear to me is that if the finance manager advised that they could not refund me for the paint warranty then why all of a sudden is it refundable? I work hard for everything I have and to be taken advantage of is not right. Is it because Im a woman? I respectfully request that this matter be continued and my response relayed to the dealership.

   

  *********************-Savoy 

   

  Business response

  01/31/2024

  Hello *****,
  I have attached the service RO's for your review. The first one was our inspection which was completed on 12/9/22. The vehicle was purchased on 12/23/22 and it appears the first issue popped up about a week after that. The warranty you purchased did not cover those items at the time so we covered them with the exception of the headlight because it was on national backorder. We ordered that headlight and were going to install when it arrived at no charge.Fast forward 3 weeks later we had you in for another issue that was covered under your warranty. Unfortunately this repair took about 4-5 weeks to complete because of parts availability. I'm sorry you had the issues you had but don't see where we left you with any out of pocket expense? Please contact me at ************ to further discuss. 

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] I want to point out a few things here. The first being that the car was initially bought back to the dealership for the heat not working and the right headlamp having excessive moisture in it the day the dealership reopened after the Christmas Holiday, and it was in the dealerships possession for nearly 3 weeks. When the car was picked up the only thing that was fixed was the heat issue. I was never informed when the car was picked up that the headlamp was not fixed or anything regarding a back order situation. If it wasn't for me calling back the next day and speaking with ***** the sales manager to not only address the issue of the headlight not being fixed but also the drivetrain (turbo) light was on in the dashboard. He advised me to bring the car back in and the service department would take care of it. With the car being in Richmond ***** possession all that time the repair for the drivetrain should have been covered by the dealership. This car was purchased as a Christmas gift for our Autistic son whom hit a major milestone of being accepted into college to become an engineer. He didn't get to enjoy the car or become familiar with it as it sat in the parking lot of the business 98% of the time. The drivetrain issue didn't just pop up out the blue from leaving the dealership to my home. It was unfortunate that the car was deemed total loss within the same week that the car was finally returned to me. After the car was deemed totaled I was instructed by ************* to contact the finance manager (*****************************) to have the 2 extended warranties reimbursed to me. In my interaction with *** as well as the ** they both advised that the Resistall Paint Warranty was non-refundable. There should not have been any balance left with ************* after all warranties were refunded. 
  
  Regards,
  
  ********************************
  
  
  
  
  

  Business response

  02/01/2024

  Hello *****,
  Congratulations on your sons acceptance into engineering school.I looked at the miles on the car from when you purchased it and had the turbo issues. It appears **** miles were put on the vehicle in that time frame . We do our best to put our best product out there and take care of our guests. In this case we paid for the items that were not covered and the warranty you purchased covered the rest on an As-Is vehicle. It is very unfortunate the vehicle was involved in an accident and deemed a total loss. I am willing to refund the amount of the interior/exterior protection to help out. Feel free to call me at ************ to discuss. 

   

  Best, 

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

  Customer response

  02/01/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  ********************************
  
  
  
  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Richmond *** advertised a car for $14500, after I applied for the car I was told my monthly payment would be over $300 and I declined the offer but they then decided to take all $1300 to make it a more reasonable offer for me. I put down $2000 however when I got the loan bill it still showed that I owe $14,500. First *** tried to convince me that the $2,000 was used towards my loan then they tried to convince me to me that the car was $****** from the very beginning. However I would have never agreed to pay for a car at that price. All of the searches I had done for cars prior to buying the car were under $15000. I demanded that they show me the original ad because I know I did agree to ****** for a car with over ****** miles. ******* they forge my signature on new document that I know I did not sign. I would like my $2,000 back because it was stolen from me. When I asked about the $2000 they tried to convince me that they didnt have it and that the loan people had it but my bank told me they never got that amount.

  Business response

  10/11/2022

  ***************************	9:46 AM (12 minutes ago)

  Thank you for the opportunity to respond to the complaint filed against *** of Midlothian.  

   

  **************** made an online inquiry for this vehicle. In order to meet her banks approval, we reduced the price.  Ms. ******* down payment was applied to the loan to meet the banks approval. We can provide copies of the purchase agreement, signed by **************** as well as other signed documents to prove the signature is that of ****************, with her approval. 

   

  We feel this complaint is based on buyers remorse after the purchase. *** of Midlothian sold this vehicle in good faith and **************** purchased the vehicle with full consent to all the terms/pricing.  

   

  We strive to provide excellent guest experiences, so it saddens us to learn that **************** is not satisfied and would welcome her into the dealership to discuss trade options, if she is unhappy with the choice of vehicle.

   

   

   

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

  Asbury Automotive Group

  Customer response

  10/11/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Myshanniece ******
  
  
  
  The vehicle that I saw online with priced at $14,500 that is exact price of my loan. The $2000 down payment was never applied to the loan. The only fee that they took off was $1300 which was the taxes and process the fee because I was walking away from the table and the overall cost was to high,  once I paid $2000 my loan should have been $12,500. *********** stated and it is evident that they never received any money on my behalf.  BMW of Richmond Applied for a loan in my name for the exact price of the car, My loan is currently $14,500 and they kept my deposit/down payment.

  later they tried to make me think that I originally agreed to pay $16,500 for the car but that is absolutely not true.

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