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:01/19/2025

  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 sent my *** M4 to get fixed which had a warranty, they told me the fix is covered by the warranty and no charges to you. I was working with an advisor named ***** he sent me this Hello Zaid, we have confirmed that the vehicle needs a new clutch and flywheel that we will right now be replacing under warranty no charge to you. I have ordered the parts. They are coming from ******* so there's no ETA. It can be a minimum of a week or longer I will have to check in on Saturday and go from there. Thank you. Let me know if you have any questions. - *****After 22 days, he called me and said you need to pay 4000 dollars, I said can I talk to the manager, I talked with ***** ******* he started threatening me and saying you either come pick up your car or pay the money and then asked me to pay 7000 DOLLARS instead of 4000. They treated me very poorly and scammed me. When I asked about the video that made them decide to charge $7000 ***** ******* said There is no video that we can show you.

  Business Response

  Date: 01/30/2025

  Good morning,

  The phrase: "There is two side to every story" is valid here, after reading the clients' comments.

  The client brought his car in to repair the clutch on his car, The service writer said that it should be under warranty.
  He later found out that it wasn't, so he informed the client. The client got upset but we explained to him that we haven't started the repairs so, he can pick up the car.

  After some negotiation, we dropped the bill from $7,700 down to $5,900 to which he expressed his approval and paid by credit card via our payment link.
  We then carried out the repair and he picked up the car.

  Since then, he has canceled the payment. We have disputed the cancellation and waiting for their decision. If we don't get reimbursed, our legal department is ready to take legal action.

  Best Regards,

  **** ******.  G.M.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22832958
  
  I am rejecting this response because:
  Are you threatening me? as I said you left the car for 3 weeks without any updates. And *****, your service manager called screaming at me. Do your best with your legal action. I didnt cancel the payment. I disputed with fraud/scam from your end. You changed the amount of payment from zero to $4000 to $7000 to $5500 all that in one day. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:11/16/2024

  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 brought my car into #bmwofbellevue for a recall on the starter software update (claimed to be for "safety"). Just two weeks later, my starter failed completely. After diagnosis, they informed me that my starter was now "weak" and needed replacementat a hefty cost of ******* (used $150 coupon). The dealership and *** corporate refuse to take any responsibility, even though management admitted that Im not the only one whos had this issue after the update.Incredibly frustrating experience. Corporate just backs up the dealership, leaving customers to pay for the fallout of their own updates.

  Business Response

  Date: 11/26/2024

  Good afternoon,

  Sorry for the late reply. This client brought her *** for a recall which we performed perfectly. Two weeks later the starter motor was behaving very weak so it had to be replaced.

  The recall we performed was a software update and had nothing to do with the starter itself physically. The vehicle is out of manufacturer warranty and they won't cover the starter 

  when a car is out of warranty. We are always the advocate for our clients and if there was anyway we could've got the starter covered, we would have. We still did our part and reduced 

  the invoice by $150 as a Goodwill gesture.

  Best Regards,

  **** Zabihi  GM

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22566337
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/07/2024

  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 am disappointed with my recent purchase of 2022 *** X7 from *** Belleuve. The Car was sold to me as an Certified Pre-Owned vehicle, with assurances that it is in excellent condition and free from any signs of wear and tear. However, I discovered damage (Chip) in the windshield. When I raised the issue, The Sale representative acknowledged the damage which is prior to the purchase and I was told not to worry, that ********** would fix it and replace it if required, and was instructed to schedule an appointment for the same with their service department. Unfortunately, they scheduled me for an appointment three weeks later. When I brought the car to the service department, they declined to take any action, claiming the chip had already been fixed by the previous owner. They told me that if it needed replacement, it would be entirely at my own expense. Below is quoted cost for the replacement.OEM Windsheild including parts, labor and sale tax $4,258.64.After market Windsheild including installation and tax $1,326 This entire experience has been very frustrating and disappointing.

  Business Response

  Date: 11/08/2024

  Good afternoon,

  The vehicle was certified in accordance to the *** rules and the ding in the windshield and its position did not require a windshield replacement.

  The client asked us to warranty the windshield which even though it is an unreasonable request, we agreed that if the windshield starts to crack

  because of the ding within the first year of their ownership, we will replace the windshield with an aftermarket one.

  We believe that we have gone above and beyond for the sake of our customer satisfaction.

   

  Thank you,

  **** Zabihi   GM

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22528318

  Dear BBB,
  
  I am rejecting this response because:

  During a recent sales discussion, the Client Advisor, ***** ****, informed me that the vehicle I was purchasing would be *** certified. Based on this information, I was charged the price of a *** certified vehicle  specifically, the base selling price of $59,995 for a 2022 *** X7 with approximately 23k miles.
  For comparison, I have reviewed the price details of similar *** certified pre-owned X7 vehicles listed on the *** USA portal, which are offered at competitive prices, even for vehicles with lower mileage and additional upgrade options:
  *************************************************************************
  *************************************************************************
  *************************************************************************
  However, I have discovered that instead of using *** certified parts and products, the dealer has installed aftermarket parts, including brake pads and tires on my vehicle. This is concerning, as it deviates from the standard expected for a *** certified vehicle.
  Additionally, the dealer had previously agreed to address a windshield damage issue during the sale by scheduling a service appointment. However, when I brought the vehicle in for service, they denied the promised repair. After escalating the matter to the General Manager, I was given a letter stating they would replace the windshield only if it cracks, which is inadequate and concerning.
  The current state of the windshield presents a safety risk as there is a real possibility that it could crack while driving, which would endanger my family and myself. Given the circumstances, I am extremely worried about the safety of my loved ones.
  I am reaching out to the BBB for assistance in resolving this issue. I believe that a fair resolution should involve:
  Ensuring that the vehicle is properly repaired using *** certified products.
  Addressing the windshield damage in a manner that removes the safety risk, either by replacing it immediately or providing a proper warranty for repair.
  Thank you for your attention to this matter. I look forward to your support in helping me resolve this situation.

  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/03/2024

  Thank you for the feedback to my reply.

  We have made a deal in good faith and will stand by our repairs so, there is nothing else we are willing to do in this matter.

  Best Wishes,

  **** ****** GM

  Customer Answer

  Date: 12/09/2024

   

  I am writing to express my disappointment with my recent experience with *** Bellevue. Unfortunately, it has become clear to me that your focus seems to be on profits rather than on the well-being and satisfaction of your customers.
  As a customer, I expected a higher level of attention and service, but instead, I have encountered numerous issues that have gone unaddressed. This lack of customer care has left me feeling frustrated and undervalued. I believe a business should prioritize building trust and long-term relationships with its customers, but my experience has shown the opposite.
  I regret doing business with your company, and this experience has led me to reconsider any future dealings with you. I hope you take this feedback seriously and reevaluate how you treat your customers. A change in focus towards customer satisfaction could go a long way in improving your business reputation.
  Thank you for your attention to this matter.
  
  

• Initial Complaint

  Date:10/01/2024

  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 traded a *** X5M to *** Bellevue for a Land Rover Discovery in July, 2024. The trade-in was worth more than the purchase price of the Discovery, therefore money was owed to me not the other way around. I have in writing the amount owed to me but because the title was never issued to me, just a notarized paper releasing me because the X5M was paid off, *** Bellevue will not pay me the amount owed until they can locate a clear title. I have called *** Financial and *** Bellevue numerous times to get this situation resolved but no resolution has been reached. If I owed them money for a car, I would already be 3 car payments in plus interest. *** Bellevue has since sold the trade-in but I still don't have the money that is owed to me.

  Business Response

  Date: 10/02/2024

  Good morning,

  Thank you for your email.

  We are very sorry that our client has had to wait for her check however, we have to have a free and clear title before we can payout the check.

  The check has been written but we are still waiting to see if the bank can provide us with a duplicate title since the client doesn't have one.

  Please be assured that we are working on this on a daily basis and as soon as we get the title we will hand over the check.

   

  Best Regards,

  Sean Zabihi GM

  Business Response

  Date: 10/15/2024

  Good afternoon,

   

  We managed to get a title on her vehicle so we mailed her a check for the full amount.

   

  Regards,

   

  **** Zabihi   G.M.

• Initial Complaint

  Date:09/07/2024

  Type:Product 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.

  During the month of August 2024, I received three direct mail pieces from BMW of Bellevue for an engine oil service for $99.99. On 8/29/2024 I received an email from BMW/BMW of Bellevue reminding me that my X5 needed an oil change. In the email, it offered a "Center Exclusive" $99.99 ****************** along with a button to "Schedule Now". I clicked and scheduled the first available date that I could come in, 9/7/2024. Upon meeting with my service center representative, I was informed that they raised their prices on 9/1 and it would now be $119.99 for the service. I pointed out that they had just sent me the offer and there was no timeframe or expiration date on the email or direct mail coupons they had sent me. Additionally, the online scheduling tool made no reference to price changes and I included a note that I had the $99.99 coupon. They refused to honor the offered price and sent me on my way.

  Business Response

  Date: 09/07/2024

  Good afternoon,

  We have already spoken to the client and have sorted out the issue.

  Best Regards,

  ****

  Customer Answer

  Date: 09/07/2024

   
  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. ****, the *** **** involved and actually went well beyond the minimum effort to resolve the situation in a very timely manner! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/30/2024

  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 6/14/2022 a clear plate service was purchased for $3250, the next month we were supposed to have the clear plate placed on the vehicle. An employee advised us to take the car for a repair before getting it on as he noticed some scratch marks. We decided to get an invoice for repair at one of their trusted facilities but the repairs were going to cost more than expected and have complications. I made calls and emails in order to get a refund and after much deliberation I was reached out to by the finance manager who sent me a product cancellation request on 5/05/2023. With an email that said I would receive a refund my mail in 8 weeks. I was left with no response or updates until I reached back out recently and things are yet to be resolved and Im yet to receive a refund.

  Business Response

  Date: 05/11/2024

  Greetings,

  Even though this is a product that can't be cancelled, we have requested for a refund and the check will be sent to ******************.

  Best Regards,

  ****

   

• Initial Complaint

  Date:12/09/2023

  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 bought *** 228i gran coupe x drive 2020 on June 2023 .about one month ago in November-7-2023 I took my car to the dealership for check engine light on. discovered the oil pane is damaged. and I know never hit anything on the road even no one drive my car only my self. tried to contact bmw of bellevue the Manger no respond. I have to fixed it. and try to get my money back.

  Business Response

  Date: 01/08/2024

  Good afternoon,

  Oil pan damage is something we would repair before selling the car to a new owner.

  In this case, there was no indication of the oil pan being damaged on the inspection sheet that the tech completes.

  The pictures forwarded by the client shows clearly that the oil pan is damaged and it looks like fresh damage too.

  I am sorry to have to decline this claim.

  Best Regards,

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

• Initial Complaint

  Date:11/07/2023

  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 leased a vehicle on 9/20/2023 and the dealership has yet to transfer the account to *** ********************** Services. I have not been able to make a payment because corporate has no contract to refer to. My temporary license plate and registration expired on 11/04/2023 and the dealership has not sent my paperwork to the State to register the vehicle. I have made multiple calls to the dealership begging to make payment and to get my license plate and have never once received a call back. I have the signed contract. They took my vehicle as a trade in and cashed my $4,000 down payment. I have filed a complaint with *** *** corporate but all they can do is tell the dealership to call me back since they do not have any paperwork to have any authority over this dealership.

  Business Response

  Date: 11/18/2023

  Good afternoon,

  ******* is absolutely correct in her statement as our computer printed the contract wrongly and therefore the bank requested the correction.

  She kindly came back and signed a corrected contract on 11.13.2023 and we are waiting for **** to sign tomorrow.

  Their new contract starts as of 11.13.2023 so, they shouldn't be worried about making a payment as it won't be due until 12.12.2023.

  We truly are sorry for the mistake and appreciate our client's patience in this situation.

  Thank you,

  ****

   

• Initial Complaint

  Date:09/21/2023

  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.

  On August 30, 2023 I went into BMW of Bellevue and leased a *** i4 edrive 35. I traded in a 2023 ***** Accord Hybrid. I gave my down payment of $5000 for the new vehicle, signed the contract by both parties. All was set and done and my payment amount was set to be $693.90 which is what I signed for. Now the finance Manager *************************** came back to me stating the have made a mistake and calculated my tax incorrectly and therefore I had to sign a new contract with a higher monthly payment of $787.91 and a different tax rate. I advised I was not requiered to sign any other contact as my contract was completed. If they made a mistake on their end that would be an issue they would need to fix themselves without affecting the client. I have hence to hear back from them. ******** only sent me one email and has not replied to any of my emails ever since. I have contacted *** Financial Services multiple times and since there is no account in their system they are unable to help me. Every time I try to call ******** via phone I am unable to get a hold of her. I have tried to speak to the manger of the dealership and I am unable to get a hold of him as well. Every time I call the dealership no one is able to assist me with this matter. It is very frustrating that I am the one having to go out of my way to make sure everything is okay and set with my account but no one is communicating with me. I would like for them to follow through with the original contract that I havent signed for. However if they are unwilling to then to communicate with me so that we can both come to an agreement that I am willing to move forward with.

  Business Response

  Date: 10/02/2023

  All paperwork reflected the agreed upon payment and client signed them all.

  Unfortunately, the tax on the contract got deleted and the payment showed: Base payment (correct) + No sales tax (which is a government tax) = showing just the base payment.

  Client refused to sign the correct contract and held us to the contract with no tax. 

  BMW of Bellevue absorbed the sales tax (over $2k) and customer signed another copy with the corrected payoff on his trade.

  Customer Answer

  Date: 10/02/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/06/2023

  Type:Customer Service 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.

  Horrific experience at *** Bellevue Aug 5th, 2023. Got locked inside the showroom's new 7 series back seat for over 10mins, because the power is dead. Almost ran out of air and felt like dying in the end.Unacceptable as no formal apology has been received from *** Bellevue for this horrific incident.As a *** M850i owner, Im considering selling it and ending the relationship with ***

  Business Response

  Date: 08/07/2023

  Good morning,

  The unfortunate situation happened on Saturday afternoon during an event at the dealership.

  An employee shouted across the showroom that a client is stuck inside a car and the doors won't open.

  I personally decided to go and get a technician rather than wasting time and by the time I came back the car was empty

  and the client was gone. I inquired from couple of people if they know who was stuck in the car but nobody knew.

  It wasn't until Sunday when we became aware of the client's identity by reading his negative review online.

  We tried to call Mr. *********** yesterday and today with no success. We obviously want to offer our sincere apologies 

  as this was an unfortunate situation and we feel really bad that the customer had to experience it.

   

  Best Regards,

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

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

   

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20429219
  
  I am rejecting this response because:

  Thank you for your response regarding the unfortunate incident that occurred at *** Bellevue on Saturday afternoon. I appreciate the acknowledgment of the incident and your attempt to address the situation. However, I feel it is essential to bring to your attention a few key points that have contributed to my dissatisfaction with the handling of this matter:
  
  1. Failure to Reach Me: While you mentioned attempts to contact me, I would like to clarify that I did not receive any calls from *** Bellevue on Sunday. On Monday, I was in crucial meetings that prevented me from answering calls during that time.
  
  2. Lack of Formal Apology via Email: Despite my email address being listed in all contact forms, I have not received any formal apology from *** Bellevue via email, which would have been an appropriate and professional gesture given the gravity of the incident.
  
  3. Escalation to *** North ******* and *** Global Support: Due to the severity of the incident and the unsatisfactory response from *** Bellevue, I have escalated this matter to higher authorities, namely *** North ******* and *** Global Support, to seek a resolution and ensure such incidents are not overlooked.
  
  4. Lack of Explanation and Improvement Plan: The response provided does not offer any satisfactory explanation as to why this incident occurred in the first place. Additionally, there is no mention of a plan to address the issue of a technician being under training to properly open the door, nor any indication of improvements to prevent such incidents from happening to other customers.
  
  5. Absence of Sincerity in Proposed Resolution: I regret to say that the proposed resolution and response from *** Bellevue lack sincerity and fail to address the distress and inconvenience I experienced during the incident. No compensation or tangible measures have been offered to demonstrate the dealership's seriousness in rectifying this situation.
  
  6. Preservation of Legal Rights: As a customer who has encountered an alarming lack of incident response planning and professionalism, I must assert my right to consider legal action if the matter remains unaddressed and unresolved. The handling of this incident appears to demonstrate a lack of proper management and training, which poses serious concerns about the dealership's commitment to customer safety and satisfaction.
  
  I hope you understand that my frustration is rooted in the failure to receive a prompt and genuine acknowledgment of the distressing incident and the lack of a satisfactory resolution. As a loyal customer, I believe I deserve better treatment and respect from the *** brand, especially considering the premium I pay for your vehicles.
  
  I strongly urge *** Bellevue to take immediate action in investigating the incident thoroughly, providing a formal apology via email, and implementing necessary improvements to prevent similar incidents in the future. Additionally, I expect a more sincere and comprehensive response, including appropriate compensation to demonstrate the seriousness of the dealership's commitment to addressing this issue.
  
  I await your prompt and thorough response to these concerns. Please consider this as an urgent matter that requires your immediate attention and resolution.
  
  Sincerely,
  
  Zhongzhi **

  Customer Answer

  Date: 08/11/2023

  A week since i started with BBB, i have not received a single email from the business nor a successful phone communication from the business. I am disappointed with this as a resolution and would expect a bit more action from BBB side.