Business ProfileforBMW of Bridgewater

We purchased a 2018 X5 from *** Bridgewater on Saturday 7/15/23. Unfortunately,things have not been going well with our vehicle. When I test drove the car originally, it was driving fine at ***** mph throughout the typical route your dealership uses for test drives. I did feel some shuddering of the brakes and when I inquired I was told that it was typical from rust build-up when the cars sit to be sold,and that it goes away. I had asked if I could take the car on the highway for a test drive and was told that it is against policy. I thought to myself that this vehicle is being sold by a *** dealership with a good reputationand I felt somewhat confident that you guys had checked everything on the vehicle out.The day we purchased the vehicle and I drove it on the highway to get home, I realized that the vehicle's steering wheel was almost an inch to the right and the car was driving straight. I pushed it to about 70 and the front of the car felt like it was wandering side to side and the steering wheel felt very loose. When I braked the car was shuddering badly. I drove the rest of the way home at lower speeds. As soon as I arrived home, I called and texted our salesman a couple of times, but when I didn'tget any response that same day, I took it to a local computerized alignment shop to get an alignment and get the tires balanced. The alignment check showed everything was far off from the parameters. I took pictures of the screen showing thenumbers and also have a printout. The alignment was completed that same day (7/15/23) but the shop could not perform the balancing because there was no wheel key that came with the car. On 7/16/23 I emailed the preowned sales manager to let him know of the situation and I informed him I'd like the car to be checked out. I was then contacted on 7/17/23 by our salesman who informed me to schedule with service and that your dealership will take care of it. I brought the car into service on 7/18/23 and I explained my drivabilityissues were better after the alignment, but a few issues remained at highway speeds. After coming back to pick up the vehicle from service later that same day, I was told that the vehicle was test driven and inspected and that the brakes had some uneven wear and some corrosion but they should be fine and get better with more driving. As far as my concern with vibration/shuddering, it could not be duplicated. This was probably because the mileage difference from when I dropped the vehicle off to when I picked it up was just under 3 miles, and my issue that I had explained was mostly at highway speeds.From that point, I decided that I would wait to receive the wheel key, and go back to the alignment shop to get the tires road force balanced. After a few failed attempts to get a wheel key from your dealer, I asked your shop to remove the locks altogether and install regularlugs (7/21/23). I then went to the alignment shop and had all 4 wheels road force balanced the very same day. The drivabilityissueremained. I went back to the same shop on 7/22/23 and asked them to rebalance and the drivability issue still remained.I contacted the preowned sales manager on 7/23/23, I explained my situation to him and asked if I could have the shop ******* test drive the vehicle with me. The preowned sales manager set that up for me and I brought the vehicleinto service on 7/28/23. I explained my concerns, and the shop ******* was able to duplicate my concerns during the test drive.On 8/3/23, I called preowned sales manager for an update, and the service advisor was in touch with me a few hours later. He explained that the front brakes were replaced (this time "rotors in poor condition with taper" per the service documents) , that one of the rims was bent and they took care of that, and that they balanced all 4 tires. 2 of the tires were within road force parameters for the vehicle, but the other 2 showed excessive road force. The vibration/shuddering still remained. Servicerecommended I replace all 4 tires your dealership just sold me the car with, withoem tires at my expense in order for the vibration/shuddering to go away.I have made it known that my primary concern is that thisis not a drivetrain issue. The service advisor assured me it wasn'ta drivetrain issue because the shop ******* swapped the 2 back tires and wheels and it drove perfectly. I then offered to test drive the vehicle with the swapped back tires and wheels, and as long as it drove without the shuddering you would not hear from me again. I was informed that it was not possible because the vehicle they borrowed the wheels from was not there anymore.I then told the service advisor that I would keep the 2 good tires on the vehicle since they balanced well and within parameters, and I'll purchase 2 matching brand new tires, and service would just mount and balance them. He said that was ok so I brought them in 8/7/23. After installation, I was told the tires balanced within the road force parameters for the x5, but the vibration/ shuddering remains.This vehicle still has the same drivability issue I've been explaining all along. When you're driving the vehicle on the highway 60mph+, it has intermittent shudder and vibration. It is sometimes magnified when accelerating on the highway and can go away when the ***** put into neutral while driving. It's hard for me to pinpoint what is wrong because I am not a technician, but I have driven enough vehicles to know for sure there is definitely something wrong with the vehicle. I'm hoping we could find a reasonable solution to this.