ComplaintsforBMW Of Bellevue

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Mar 29th, 2023, I dropped my car at BMW of Bellevue for two issues: gesture control malfunction and clunking sound under the car when turning small radius. On Apr 17th, I was informed that the issue was identified and addressed, and the only thing left is a 150-mile test drive to confirm the fix. I reminded them multiple times that I have travel plan to *********, ****** between **** to ****, and every time they told me that they'll do the test drive "tomorrow". As this is the last week before my trip, I've been trying to get an update since Monday. I called every day and was promised a call back either in the afternoon or the next day, but I still haven't got any update.I am very frustrated from this experience. I can understand if the issue is complicated or if they are waiting for the parts. However, the fix was done two weeks ago, and I couldn't get the car back only because they failed to schedule the work correctly. This is now seriously impacting my daily life as that's the only car we own.To make me more frustrated, I bought my car as *** CPO from BMW of Bellevue in Aug 2022. Out of the 8-month ownership, the car has sat in their shop for more than 2 months and counting, due to various issues. This is 25% of my ownership.My ask is very simple: have my car fixed as soon as possible. If it can't be fixed prior to my trip, BMW of Bellevue should let me drive the loaner for the trip.I have the emails with BMW of Bellevue but it says that I can't share it with anyone else. If it is legal for me to share, I'm happy to.

  Business response

  04/27/2023

  The vehicle was completely repaired and driven yesterday on the 26th.

  It is my understanding that the client has already picked up his vehicle.

  We thank him for his business and patience.

   

  Best Regards,

  ****

  Customer response

  04/27/2023

   
  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,
  
  Chenguang ****

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just got off the phone with *****, the service manager at *** Bellevue who refused to cover anything related to these damages and stated it is wear and tear from parts that break over time. Besides driving to ******* two days after picking up the car from service, I hardly have driven the vehicle since it was picked up from the dealership service 08/27/22 as have two other vehicles.I dont understand how the parts could just disintegrate to the point of letting water into the vehicle causing a problem with the injector without it having been noted on the last service inspection that there are issues with these parts as well as the air filter and that these should be replaced. It seems if there are issues with the vehicle it should be *** responsibility to note this so that the owner is aware and the items can be addressed before further damage occurs to the vehicle. Additionally, less than a week after picking up the vehicle from *** service on the drive to ******* the low coolant light also went on and it turned out the coolant cap was not on correctly and potentially may have evaporated. I do not know why I was not notified of this issue during my two service visits 08/27/22 and 07/22/22. I advised the service rep during service, I need to go to ******* for a bit where there are no *** dealerships and wanted to confirm the vehicle would be in good working order. Not being informed about the coolant left me in a very stressful situation as a female on a lengthy drive by myself trying to reach a destination before dark. I have never needed to replace coolant, the only self-service I have done is windshield washer fluid and DEF, using the more expensive OEM DEF for easy refill and all other service performed by ***.I have attached the two recent service orders from *** Bellevue as well as the quote from *********** for the repair of these damages caused by *** Bellevue.

  Customer response

  03/06/2023

  I was reviewing the complaint I had filed and noticed that one of the documents for the repair at *** Bellevue that caused the damages was not included in the attachments. 

   

  Several of these invoices state an inspection was performed along with the windshield repair invoice 07/22/22 submitted previously.  No where in any of these inspections does *** Bellevue cite there are pending issues with the vehicle that should be addressed.  The overall mileage since the oil change 11/04/21 may be around ****, therefore very low mileage for 16 months as currently am not eligible for my next oil change based on this oil change agreement that was purchased.  Perhaps less than **** miles since picking up the vehicle from the 08/27/22 service.

   

  Since I was going to an area that was not near a *** dealership for some time, I wanted to confirm that all preventative issues with the vehicle would be addressed in the 08/27/22 service, but *** Bellevue advised nothing else was required and I was not yet eligible for another oil change.  No where was it noted that there were several damaged parts that should be replaced to avoid future costly repair to prevent water getting into injectors if not addressed.

   

  08/27/22 is the latest repair at *** Bellevue for the engine malfunction/glo-plugs no mention of issues

  07/22/22 windshield replacement at *** Bellevue no mention of issues (attached earlier)

  11/04/21 is an earlier repair/oil change by *** Bellevue no mention of issues

   

  I also attached screenshot of text I sent *** Bellevue after hitting low coolant few days after service where there was no mention that coolant needed to be topped off. 

   

  I also attached photos of windshield film on window that made it almost impossible to drive 5 minutes after picking up car from *** Bellevue dealership after windshield replacement, driving from dealership to downtown Bellevue event.  They resolved this issue after I called them, but this is further evidence of the lack of care and quality of services being performed.

   

  At this point I am now also hesitant to trade in my *** for another *** if this is the type of service that is expected.  Ive owned multiple ******** including SL500, multiple Audi and now on 2^nd *** that is getting ready/beyond trade-in timeline.

   

  Regards, Corinna

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

   

   

   

  Business response

  03/06/2023

  To whom it may concern,

   

   On August 22nd 2022, the client brought in the car for a check engine light being on. We diagnosed the issue as needing six glow plugs and the related module.

  After some back & forth negotiation we finally repaired the issue at a reduced cost. During these repairs there were no mention of anything broken in the engine compartment by the tech.

  Now, over **** miles later, we are being told that there were broken trim pieces in the engine compartment that we need to replace at no cost. We received pictures of broken trims on the garage floor while it looked like somebody was working on the car.

  These plastics trims become very brittle over time and this car is about 12 years old with over 100k miles on it. These trim pieces were still intact when the car was at our shop otherwise the technician would advise the client to replace them.

  As a gesture of goodwill, we offer the client a 20% off of the price of the trims if she would like to order them from us.

   

  Best Regards,

  ****

   

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov 2021 I purchased a 2019 X5 for 73K. It came with a one year warranty. In April it went in for an issue with repairs because a heat hose had blown loose. I also told them the back gate sensor didnt work, nor the front charger in the cup holder. When I got my car back the sensor still didnt work and the charger didnt charge. They told me I just wasnt doing it right. They also charged me for parts of it despite having a full warranty for a year. I texted to tell them the alignment was off and sent a picture of the visibly crooked steering wheel. They said they hadnt done anything to cause that. I said well this better not cause wear on my tires. A month later I bought new tires. Four months after that they are bald because the alignment is off. Not trusting *** Bellevue anymore, I went to ******************* for alignment. They couldnt do it because the front control arms had long since failed and the back wheels have a bent piece so the camber cannot be adjusted. The broke something on my car, lied about it to avoid fixing, or just sold me a car that had a broken part they didnt disclose or fix. So now I need a whole new set of tires, new front control arms and repairs to the rear suspension. This is my third M class vehicle and I will never shop there again. ********* to another state if need be. I do high performance driving with the *** Club and know cars. The whole time I was dismissed and treated poorly. Its infuriating. I want them to repair the car and replace the tires.

  Business response

  12/06/2022

  Good afternoon,

   

  Please see our comments to our client's complaints below:

  Heat hose blown loose? We assume the client is referring to the heater duct coming loose, causing HVAC heat to blow on console. It was repositioned, secured and verified repaired.
  
  Back tailgate sensor inop We were unable to verify the concern as the feature worked as it was supposed to and that there were no fault codes for it.
  

  Front charge pad inop. We see no concern from the client on the repair order about this issue.

  Being dismissed and treated poorly - From the text communications we have on record, it shows that the client was very happy with her experience to the point that she was asking the advisor for the manager's contact information so that she can express her complete satisfaction.

  Charging for parts - The only parts the client paid for were for the due maintenance which was authorized by the client.
  
  Alignment - Client texted the advisor after picking up her car, mentioning that the steering wheel was off center. The advisor responded by stating that it was very strange and that he didn't understand what would have caused it.
  
  That was the extent of the communication on record between the advisor and the client. What we find strange is that why didn't the car get checked for it.

  Another strange thing is that the client bought new tires at a different business when the tire measurements were quite good. Also, the place that changed the tires would have asked to perform the alignment check especially if the wheel was off center. 

  The question is why didn't they? 

  Having said all of that, she is our client and would like to help out in anyway we can however, we do not feel we are responsible for the tires going bald so quickly. Can this be due to high performance driving with the *** Club?

   

  Best Regards,

  ****

• Initial Complaint

  11/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought my vehicle in for an issue I was having with the track mechanism inside the sliding moon roof assembly. I was quoted, The sun roof deflector is $534.39.I agreed to pay a net $534.39 and had *** complete the fix discussed. When I went to pick up the vehicle a few days later, I was unfortunately handed a bill for $885.92. I was told that I owed for other charges (not disclosed to me) for generic shop chemical fees, disposal fees, additional evaluations, and of course tax on all these added markups. I was also not able to present a 10% OFF Service Special that BMW of Bellevue had sent me in the mail. Since the only way to modify an invoice is to talk to a manager, but yet no managers will return my calls/email, *** successfully forced my hand and had me pay in full for the invoice they had assembled. I dont mean to be a nuisance, but I do expect to be treated fairly. I feel that be because my pockets arent as deep as some customers, that Im being ignored and taken advantage of. Im hoping the Better Business Bureau can help me right this wrong.

  Business response

  11/30/2022

  Good afternoon,

   

  Our client was only told about the cost of the repair and not the diagnostic cost so when he came to pick up his *** he surprised about the extra charge.

  He did contact our service manager who adjusted the bill and the situation was resolved.

   

  Best Regards,

  ****

• Initial Complaint

  11/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In June of 2022, I took my *** in for regular maintenance to Bellevue BMW. ******************* the fob read said it needed roughly around 400$ in service. I agreed, left my car, this is when my nightmare with this company began.***** gave me a printout for roughly 4500$ worth of service needed - he told me the car was not safe to drive. I asked if it was safe enough for a few days as I needed time to purchase a new car with them. He said only a few days.On June 30th I went to purchase an X5 with *************************. He promised (in front of my son too) the car came with a 50k/4 year warranty - I said with the warranty I was sold and would purchase the car. At the time of signing with ********************* (finance) **** tried to sell us a warranty for roughly 6800$, I said the car came with a warranty. He told me ****** had given me the wrong information. My daughter had a medical emergency and I had to go get her - had to drive the new car not even signed to me as they had already taken mine - and when I returned with my daughter, **** said he could drop the price of the warranty to (roughly) 4500$ - I said I needed to talk to ****** (who had already left) and **** said no problem, he would honor the warranty at another time. The next day we called to talk to **** - it was 4 days later, after I contacted a manager (******) that **** finally called back to say, no deal - he would not honor the warranty. After leaving *********** reviews **** (manager) was willing to sell the warranty for 4500$ but not honor ******'s warranty (also emailed to me).The X5, in less than a week of purchasing began having multiple issues - a tire (which they replaced with the wrong size/brand), the *** malfunctioned, then it needed brakes, AC issues, and then the oil light and windshield fluid- **** texted me the wrong oil to put in my car. Had an attorney write a letter for me, they retained an attorney. **** retain an attorney after the holidays. This place is awful in all ways - reviews say it all.

*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. ↩