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A BBB Accredited Business since
BBB has determined that Autobahn Motorcar Group meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Autobahn Motorcar Group include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 13 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||10|
|Total Closed Complaints||13|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Texas Department of Motor Vehicles
Business ManagementMr. Randy Laroche, General Manager
AUTO DEALERS-NEW CARS
Alternate Business NamesAutobahn BMW Autobahn Jaguar Autobahn Motorcars Land Rover Fort Worth Autobahn Porsche Autobahn Volkswagon Autobahn Volvo Land Rover of Fort Worth Land Rover of Fort Worth
Industry TipsAutomobile sales
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- Guarantee or Warranty
BBB Complaint Process
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Additional Phone Numbers
- (817) 429-7600(Phone)
- (817) 335-5223 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
|8/2/2013||Problems with Product/Service|
|6/7/2013||Problems with Product/Service|
|3/29/2013||Problems with Product/Service|
|3/25/2013||Problems with Product/Service|
|3/14/2013||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: I purchased my 2002 BMW 525 at Autobahn Motorcars in September 2010 and have had it serviced there for all services including oil changes. I dropped my car off at the end of May 2012 to have the Transmission looked at since I was getting a "trans malfunction" indicator and the car would only go into third gear (auto) after receiving a call back a couple of days later I was told I needed a new transmission module that controls the electronic transmission along with several other repairs including an oil pan gasket and power steering hose replacements. Total to repair was $3030.45 I authorized the repair and was unable to pick the car up for 6 months due to a loss in funding with my software business. I picked the car up on December 29th with all the repairs completed. After a day of driving the car the "service engine soon" light came on again so i called them and the asked me to bring it back to "recheck" they replaced a vacuum valve and one other thing and said I was good to go...(they in housed this repair) well on my way home from work that Monday my car was overheating so i called them again to set an appt to bring it back it for another recheck. brought it back to them on that Thursday night after my car was overheating again and they kept it for 2 days and then told me on Saturday that it need an Expansion tank and the repair would be another $550 approx. Obviously I was upset and spoke to several "managers" and then spoke to ****** ********** the "service director" He said he would take care of the repair for me and I would be good to go later that Saturday afternoon. So I had a friend drive me to the dealership to pick my car believing it would finally be roadworthy. a few hours later the "service engine soon" light came on again much to my dismay. So I called them back immediately and expressed my frustration.... they seemed apathetic... I took it in again yesterday (1.8) and they told me I "probably" needed a new "torque converter" but they really were not sure.... I feel like they just wanted more money from me after the initial $3k and they didnt know what they were doing... the return phone calls were sporadic and a complete lack of empathy and concern was expressed .. at this point I felt like they just wanted me to go away... I called the Director again and he just said my car was old and had a lot of miles on it.... Although I had bought it there 2 years before.....
Desired Settlement: I want my car fixed and in good working order ....after all that why i took it to them to fix and paid $3k on their recomendations to get it there....
****** ******** **** ******* *** **** ***** ** *****
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I brought it in for repairs on my transmission....(trans malfunction) common in BMW's
Autobahn BMW Service DID NOT complete the necessary repairs....
On thier recommendation I agreed to spend $3000 to fix the problem.......IT IS NOT FIXED
My transmission was to be fixed.......IT WAS NOT.......
They stated "we THINK it needs a torque converter" but we are not sure....
They charged me $3030.45 to repair my car and it is not repaired.....
The "service engine soon" light came on literally hours after driving it home.....
Completely unacceptable .....
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
|10/19/2012||Problems with Product/Service|
|9/11/2012||Problems with Product/Service|
Read Complaint Details
Complaint: We bought a 2006 ML500 from your Autobahn BMW’s used department back in 2010 and purchased the Platinum extended warranty at the same time from Autobahn as well. This vehicle was purchased with a clear Carfax report showing no accidents or problems and has had no accidents or problems since. Vehicle in Question: 2006 ML500 VIN: ******** Warranty Policy # ******** Platinum A few days ago, we brought in our ML500 to Park Cities Grapevine to check on a warning light regarding ESP. They diagnosed the problem and have given us the attached estimate. I spoke with **** ******* Park Place Grapevine Assistant Service Manager, about this problem and he said it is very common, so much so they keep the parts for this issue in stock. He says there is no sign of a break in or a prior crash with the vehicle and that this problem should be covered under warranty. A warranty agent visited Park Cities one time while ***** was not in office, made his investigation and left. ***** has asked for details and pictures of the visit and has received nothing but an explanation that this part could only be damaged by a crash or break-in and although normally this would be covered with the Platinum, they are refusing warranty claiming we damaged the vehicle. Normally, a warranty agent would take pictures, but apparently this agent did not do so. ***** says there is no evidence of misuse and has asked for a second agent to come out so they go over this claim further. They have refused to send over an agent or discuss this further. If this is a failure that is not covered under our Platinum Warranty, then that is one issue. But if this is a repair that falls within the parameters for our Platinum coverage, is a common problem according to a seasoned Mercedes mechanic and with the vehicle showing no signs of misuse by us or the Carfax, this repair should be covered under warranty.
Desired Settlement: Repair covered under warranty.
I have spoken to the extended warranty company and they are going to contact Mr. ***** and reimburse him for the repair. If you have any further questions please feel free to contact me.
****** ********** ******* ******** ******** ******** ***** ************
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: I purchased a 2007 BMW that had a warranty that expired around January, 2011. I took my car for service in March, 2011. I was informed that the repair would cost somewhere around $800. I asked if they sold an extension to my warranty. They said that I could get an extension on the warranty until January, 2012. The price of the warranty was $2,100. I purchased the warranty because I know that BMWs require a lot of maintenance and this can be expensive. They also assured me that the warranty would "pay for itself" just on the brake service alone. I did not want the worry or hassle of expensive repairs. I had brought the car in for service about 7 times before. Each time all of the costs were covered under the warranty. I brought my car in for service this week. They said that I had an oil leak and that it would cost $800 to repair. I said that my car was covered under their extended warranty. I was told by the service person (*******) that I only had the "basic" warranty that covered only "routine maintenance," not the car itself. So the "maintenance warranty" was different from the "full warranty." This dealership misrepresented the facts to me. I was not aware that there were two types of warranties, and that I only had the "maintenance warranty." I asked if the maintenance warranty costs $2,100, then how much does the "full warranty" cost? I never got a straight answer. I spoke to the manager, *******. I asked him if he thought $2,100 was too much money for an oil change. He said he did not think so, because this included unlimited oil changes until the warranty expired. I asked them for a refund on this useless warranty and (Steve) in finance said they would not do that. Basically, the manager of the dealership (*******) argued that it was my own fault because I did not read the "fine print" on the contract. Whereas the contract says that I am covered for "oil change," the dealership argued that "oil change" is not the same thing as an "oil leak." Therefore the oil leak was not covered. Also issues with the brakes are covered under my warranty. However, they charged me $8.50 for brake cleaner. I have taken my BMW to this dealership many times, and the service has always been excellent. I would not purchase an extended warranty from someone I did not know, because these are likely to be scams. I admit that I made a mistake. My mistake was that I trusted unethical and greedy persons. I realize that this was not a simple mistake or oversight. Rather it is the policy of this dealership to deceive their customers while selling bogus warranties and then refusing to honor them. Please note that I have also filed a formal complaint with the BMW corporate office. Even if they do not refund my money and honor their commitment as defined by the contract, I will make sure that other customers and the corporate office are made aware of their unethical business practices.
Desired Settlement: They charged me $829.57, even though I had already spent $2,100 on a warranty (that only covered oil changes.) They should make good on their warranty and refund the $829.57.
Customer came in with a concern over the cost of the continued maintenance to his car. He voiced his concern to the service advisor who, in turn , put him with ***** ****** Mr. ***** listened to the customers concerns over the maintenance costs of his car and based upon that information sold him a maintenance contract. This maintenance contract takes care of brake pads,rotors,wiper blades,drive belts and also takes care of any of the other maintenance items the car may require. At no time did the customer voice a concern over anything other than maintenance items. It was based upon this information that the customer and Mr.***** agreed that the maintenance contract was what was needed instead of a service contract.
AUTOBAHN MOTORCAR GROUP
3000 WHITE SETTLEMENT RD
Fort Worth TX 76107
Dear RANDY LAROCHE:
As a service to your business, this message is in regard to consumer feedback submitted to the BBB about your business on 9/28/2011 10:03:18 PM by Liam O'neill . This feedback was assigned ID 8755422.
Your customer has additional concerns regarding this case. For your convenience, a copy of this information is listed below. Please respond within 10 days of receiving this notice.
In the BBB's experience, responses that help to foster trust in a business:
* Acknowledge customer concerns
* State the facts as you see them and avoid emotion
* Explain the actions you can take or have taken to resolve concerns
If you should have any questions or concerns, please do not hesitate to contact me.
The Autobahn Dealership in Fort Worth is running a scam on its customers. Since purchasing my BMW 328, I have taken my car to the shop at least 5 times for service. Each time I did not need to pay anything, as it was covered by the BMW maintenance plan. However, my factory warranty expired in January, 2011. Therefore I paid $2,100 in order to extend the period of my warranty until January, 2012. However, I have since found out that the "maintenance plan" I purchases is basically worthless. There is a clause in the contract that they will only pay for repairs that are due to "normal wear and tear." Anytime I bring my car in for service, they can claim that either: 1) the car does not need service, or 2) the repairs are not covered by the contract. According to the contract I signed, this "maintenance plan" is supposed to extend the current (factory) warranty. However it turns out that this contract is worthless because the dealership will find any excuse not to honor the terms of the agreement. So this is basically the oldest scam in the book: first they sell you an "insurance" plan that is supposed to protect you if your car needs service. Then when something happens and your car needs service, you find out that the "fine print" and "escape clauses" on the contract means that your maintenance plan is worthless. They told me that the plan only covers things like "oil changes, etc." I asked the manager if he did not think $2,100 was an excessive price for unlimited oil changes. He said he did not think it was excessive. This tells you all you need to know about their business practices.
BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.
|9/14/2011||Problems with Product/Service|
|5/24/2011||Problems with Product/Service|