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:07/05/2025

  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.

  To whom it may concern,
  
  I am writing to file a formal complaint regarding the handling of a serious vehicle failure and subsequent warranty denial by **** Canada.
  
  On May 4, 2025, my 2021 **** (VIN: *****************) experienced a severe electrical malfunction just over one month after the factory warranty expired. The incident occurred less than 500 meters from my home, when the vehicle’s onboard system displayed a drivetrain malfunction warning. I immediately returned home and shut off the engine — but the serpentine belt continued to spin for several minutes after shutoff, resulting in smoke coming from the engine bay. The vehicle was parked in my driveway at the time, and I had to call 911 due to the risk of fire to my property *** ******.
  
  The vehicle was then towed to **** Oakville, where the following issues were diagnosed:
  
  Burnt starter motor
  Discharged battery
  Power relay in the fuse box stuck on
  Electrical draw continuing after shutoff
  **** Oakville submitted a goodwill warranty request to **** Canada, which was subsequently denied with no technical justification or compromise offered — despite the fact that:
  
  The failure occurred just weeks after the warranty expired;
  The incident posed a ***** safety risk;
  I am a loyal **** customer with a good service record;
  The fault involved non-maintenance-related electrical failure.
  This situation has left my wife and I without transportation for work for several days and has caused significant stress and disruption. * ******* **** Canada has failed to act i* **** ***** under its own customer care standards, and I am seeking a fair resolution or reimbursement for repairs that clearly stem from a systemic failure.
  
  I have all supporting documentation available, including service diagnostics, and the complete communication trail with both **** Oakville and **** Canada.
  
  I respectfully request that your office review this matter and contact **** Canada to help facilitate a resolution.
  
  Sincerely, ** ****

  Business Response

  Date: 12/05/2025

  Dear **** Customer:
  Thank you for giving us the opportunity to address your recent concerns submitted to the Better Business Bureau regarding your 2021 MINI.
  Upon reviewing our records, we found that your case had been resolved prior to the submission of your BBB inquiry. We sincerely apologize for any inconvenience this may have caused and appreciate your patience throughout the process.
  Your satisfaction is our top priority. If you experience a drivetrain malfunction warning again, we kindly encourage you to reach out to your authorized **** retailer's service team. They are ready and willing to assist you further and work towards a resolution.
  Should you have any additional questions or require further assistance, please do not hesitate to contact our Customer Interaction Centre at ###-###-####.
  Thank you for being a valued **** customer.
  Sincerely,
  
  ******
  Case Manager
  **** Canada
  
  

• Initial Complaint

  Date:02/04/2025

  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.

  I have 2017 BMW X1 and the original owner. Bought vehicle from *******, London dealership. Since last year I have been asking BMW Canada to help me resolve an issue with software update, which is causing vehicle to malfunction. I went to a mechanic and was advise of "Error code 151001, related to DME (Digital Motor Electronics) ignition angle adjustment during cold start and idle, often indicates a software issue that can cause rough engine running and potential stalling". I called ***** *** in Oakville they are charging $699 to update the software. If BMW makes changes to a software and vehicle is not drivable then why would consumer pay for it. We did not make any modifications and it's all original equipment. Vehicle had less than 70,000 kms and on top of regular maintenance which makes sense, now we need to pay $700 plus taxes to cover something which is caused by an update by BMW. This is unfair practice and forcing consumers to pay for it. ***** *** **** ******** *** *** ******** ** ** ********* ** *** ********* ******* ******* ****** *************** ** *** *** *** ** ** ** ROUGH RUNNING IMMEDIATELY AFTER A COLD START
  2020-05-12
  This Service Information Bulletin ********* ** ******** ** *** ** ** ***** ******* *****
  
  I have another BMW vehicle and worried **** *** *** ** **** **** ** ***** ******* ****. Company is built on trust and customer focused and satisfaction but **** ***** ** ** **** ** * ***** ****.

  Business Response

  Date: 09/04/2025

  WITHOUT PREJUDICE
  
  Dear ******:
    
  I hope this email finds you well. BMW Canada has a resolution for your vehicle repair concern. We will contact you directly for more information and to better assist. We hope you will find this information helpful.
   
  Thank you for your understanding, and we look forward to the opportunity to continue serving you in the future.
   
  Sincerely,
   
  ****
  Case Manager
  BMW Canada
  
  
  
  
  
  

• Initial Complaint

  Date:02/01/2025

  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.

  Last September I received a recall letter from BMW about a recall of the Water Pump Electrical Connector on my current car that my affect my safety, they also said that when they were able to perform a solution will send a follow-up letter, however if I experience any problem in the mean time I can contact them directly or through a retailer.
  A couple of weeks ago, I had one error code related to that problem, I contacted 2 retailers, and both said that they do not have the parts to perform the recall, and any service they provide to my vehicle will be at my expense.
  So I kept driving the vehicle and after a 2 hours journey, the error codes increased from 1 to 4 with an additional "Drive Train Malfunction" message in the dashboard.
  I also called their customer service department, and they confirmed what the dealers said.
  I wrote to BMW to escalate the claim ** ** *** ** ********* ** ** ****, but this time they also mentioned: "The vehicle is able to be driven. Should you take the vehicle to the retailer and it does not exhibit any symptoms associated with the recall, a diagnostic fee may be applied.", as if I was a mechanic, or I did not explained to them every error code I've been getting.
  I am NOT a mechanic, but the water pump is not working, because the connector is defective, I am not even detecting that the temperature is rising, because the sensor is not touching a water that is not circulating to cool down the engine block. This is the same principle in every combustion car. Keep running the car this way, only increases the chances of overheating the engine, *** **** *** *** **** *** *** ********* ****** while operating.
  How can they expect me to fix this problem, when they haven't found the solution themselves?
  *** **** ********* *** *** ** ** ******* ** * *** *** ******* *** **** ***** Why they don just put another water pump and connector, until they figure out a definitive solution?
  Otherwise a courtesy car will do until they perform the recall properly

  Business Response

  Date: 17/01/2025

  WITHOUT PREJUDICE
  
  Dear ******:
    
  I hope this email finds you well. We apologize for the situation surrounding the Water Pump Electrical Connector Recall on your vehicle. Please be assured that we are working as quickly as we can to allocate the necessary parts for the outstanding recall repairs to our authorized BMW retailers as soon as possible. We are reviewing your vehicle repair situation, and we will follow up with you as soon as we have an update. We appreciate your patience during this process. 
   
  Thank you for your understanding, and we look forward to the opportunity to continue serving you in the future.
   
  Sincerely,
   
  ****
  Case Manager
  BMW Canada
   
  
  
  
  
  
  

  Customer Answer

  Date: 17/01/2025

  
  
  I am rejecting this response because:

  Does not resolve the problem, or give any alternative.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 27/01/2025

  WITHOUT
  PREJUDICE
  
  Dear ******:
    
  I hope this email finds you well. BMW Canada has a resolution for your vehicle
  repair concern. We will contact you directly for more information and to better
  assist. We hope you will find this information helpful.
   
  Thank you for your understanding, and we look forward
  to the opportunity to continue serving you in the future.
   
  Sincerely,
   
  ****
  Case Manager
  BMW
  Canada
   
  

• Initial Complaint

  Date:03/12/2024

  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.

  My 2017 X3 required a rear spring replaced in December of 2021. They offered me a "goodwill" price which was great. However, on the invoice it stated that both springs should be repaired - which they didn't do. Fast forward to this past month, and the spring that was not replaced broke.
  
  They should have fixed both springs initially and I wouldn't be in this position and this is according to them and is stated on page 2 under recommendations on the ******** invoice. They now want over $2,000.00 to fix the spring - but in reality both springs should be replaced together per their recommendation - which would probably be more around $4,000.00 from them.
  
  I have contacted my local dealership (who offered a minimal discount) and I then contacted BMW Canada who are refusing to deal with this issue. They keep telling me the vehicle is not under warranty anymore *** ** ********* ** ****. **** ******* **** ****** ***** BMW X3's and issues with springs, this is a well know fact with this vehicle - and BMW are brushing it under the rug.

  Business Response

  Date: 23/12/2024

  Without prejudice
  
  Dear *****:
  
  Thank you for contacting BMW Canada.
  
  Please see ******** the response for your BBB complaint. We
  hope that you find this information useful.
  
  If you have any further questions, please contact the
  Customer Interaction Centre at 1-800-567-2691. Again, thank you for contacting
  BMW.
  
  Sincerely,
  
  ****
  Case manager
  BMW Canada
  
  
  
  

  Customer Answer

  Date: 23/12/2024

  I am rejecting this response because: BMW Canada is saying that I refused to have both springs replaced which is not true.  At the time they replaced the first spring, based on their own information that I have written documentation, they should have replaced both springs per their warranty - which they didn't do.  I also have never heard anyone at BMW tell me that springs should be replaced at 50,000KM - **** * ***** ** ********** **** *** ********  When have you ever heard that springs on a vehicle be replaced after 50,000 KM.  Absurd.  They are trying to push this under the mat *** * ***** ***** *** *** ** *** **** *** ******* *** ** ****** *** ******** ** ***** ******* *********
  

  I have owned 5 BMW's and never had this issue previously.  *** * ** **** *** ***** *** ******* ***** **** * ****** *** ** ******** ** ***** ********.  The 2nd spring broke just after the vehicle turned 80,000KM.  I*** * **** *** * ***** ******* ********* *** *** **** **** *****  They obviously have issues with these springs and don't want to admit to it.

  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 13/01/2025

  Without prejudice.

  Dear *****:
  
  Thank you for contacting BMW Canada.
  
  Please see ******** the response to your BBB complaint. We
  hope that you find this information useful.
  
  If you have any further questions, please contact the
  Customer Interaction Centre at ###-###-####. Again, thank you for contacting
  BMW.
  
  Sincerely,
  ****
  Case manager
  BMW Canada
  
  
  

  
  

• Initial Complaint

  Date:13/11/2024

  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.

  Hi,
  
  This in regards to 2013 BMW 328i Xdrive VIN# ***************** I'm very disappointed with my rust warranty claim rejection. I have been a loyal customer and believe in BMW service standards.
  
  Proactively, I have been diligently taking care of my vehicle considering the weather and environment. Every year, I get my vehicle undercoat and rust check at a place specialized in the same.
  
  It appears that their recent report indicates the issue related to the Rust Perforation on the rear passenger side fender from inner surface.
  
  Subsequently, I reached the dealer ********* BMW ******* and explained everything to Service Manager. He agreed and asked me to get service documentation in order to initiate the claim. Later, in a week he left the job and new manager took over.
  
  She initially denied everything, upon sharing her my earlier conversation details then she accepted to some extent but I was sure of the outcome based way she dealt.
  
  Still I went ahead, shared her service invoices/report and they taken the photos, asked me to get estimate/report from their authorized collision center. Even they also inspected and mentioned possible warranty case.
  
  However, my Rust Perforation Warranty claim was rejected without any valid clarification or reason.
  
  ******** ****** **** *** ***** ***** **** ******* ******** ****************. Request you please look into it and reconsider the decision. Thanks!
  
  Regards,
  *******

  Business Response

  Date: 29/11/2024

  We were very disappointed to read of your concerns regarding
  the rust which has formed on your BMW. We assure you that the quality of our
  products and services receives our constant attention; however, repairs may be
  required throughout a vehicle’s life despite the best efforts.
  
  We recognize that it is upsetting for a vehicle to need any
  kind of repair, and that stress is exacerbated by having a warranty claim be
  denied after you had expected the repair to be covered. It is true that BMW
  Canada provides a rust perforation warranty to provide coverage for corrosion
  of any component of the vehicle’s body, sheet metal only, through from the
  inner surface to the outer surface as the result of a manufacturing defect for
  a period of twelve years with no mileage limitation. Each BMW vehicle receives
  a thorough corrosion protection treatment during its production, however, to
  further prevent corrosion from occurring during the vehicle’s lifetime, the
  vehicle is required to receive a corrosion inspection at an authorized BMW
  service center at least once every two years in order to maintain the warranty.
  This inspection involves cleaning and examining the vehicle’s body for any
  damage in the paint and corrosion protection coating to ensure that any damage
  is addressed before rust has a chance to begin forming and or to catch rust
  early enough to prevent it from worsening. The inspections are considered to be
  an important part of the vehicle’s preventive maintenance, similar to
  completing regular oil changes to maintain the engine, and the inspection
  requirement is outlined in the warranty booklet that is provided with each new
  BMW vehicle.
  
  Although we empathize with your frustration, considering
  that your vehicle did not have the necessary rust inspection records, the
  needed repairs would not be eligible for coverage under BMW’s rust warranty and
  we will be unable to assist with the repair expenses. We apologize for any
  disappointment this may cause.
  

• Initial Complaint

  Date:22/10/2024

  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.

  On Aug 27th, I had my vehicle, a 2019 X5 40 i (VIN: *****************), repaired at BMW ********, and I was charged $2565.95 CAD for the replacement of the starter motor and damaged battery. Recently, I became aware that BMW has issued a recall for this exact issue 10/3, which applies to my vehicle. (Recall Campaign No. ********* Engine Starter (** ** ****)
  
  I also found out that BMW issued the recall ** *** ******** ******* ******* ****** ************** ******* in the United States on August 1st, which was before my vehicle experienced the starter motor problem. Given that the defect was recognized prior to my repair, I believe this strengthens my claim for reimbursement.
  
  Upon learning of the recall, I contacted BMW Canada to request reimbursement. However, I was informed that the recall covers only a software update and that any prior part replacements are not eligible for reimbursement. I find this response unreasonable, given that the repair addressed a defect closely aligned with the one described in the recall.
  
  I am requesting that BMW Canada reimburses me for the cost of the starter motor repair, as the defect was clearly present before the recall announcement. If BMW had issued the recall in a timely manner, I would not have incurred these expenses.

  Business Response

  Date: 11/11/2024

  Thank you for allowing us the opportunity to respond to your recent complaint to the Better Business Bureau regarding your engine starter recall programming repair concerns.

  It was with great disappointment that we read of your concerns regarding the engine starter recall programming repairs required in your 2019 BMW X5. Please be assured, the quality of our vehicles receives our constant attention, nevertheless, despite our best efforts, a problem may occur with a particular vehicle or component.
   
  BMW Canada provides a manufacturer's warranty that is valid for four years or 80,000 km, whichever should come first, to cover any manufacturing defects discovered in your vehicle during the warranty parameters. Our records indicate that the warranty for your vehicle is no longer active, therefore, the cost of eligible defect-related repairs in your vehicle will be covered at the vehicle owner’s expense. As such, please be advised that we cannot offer assistance with the cost of the engine starter programing repairs on this vehicle. We have received updated information that the recall was not completed on your vehicle and no refund would be provided at this time. We apologize for any disappointment this may cause. 
   
  With that being said, we may only suggest that you continue to work with your preferred BMW service center to diagnose and complete any necessary repairs for your vehicle, as they will be in the best position to determine whether any needed repairs may be eligible for coverage under your vehicle’s warranty. We sincerely hope you understand our position in this regard.

  If you have any further questions, please contact the Customer Interaction Centre at ###-###-####. Thank you for your business.
   
  Sincerely,

  *****

  Case Manager

  BMW Canada

• Initial Complaint

  Date:07/10/2024

  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.

  I am writing to formally lodge a complaint against BMW regarding my 2019 BMW X5, which I purchased on October 30, 2019, from the ******* BMW store. Despite the vehicle’s low mileage of just 27,440 kilometers, I have encountered significant issues that have raised concerns about the quality of the vehicle and BMW’s customer service.
  
  On June 4 of this year, my X5 unexpectedly stopped working while I was waiting for a parking spot at the ******** ****** parking lot. Despite the efforts of many times' trying, the car could not be restarted. When I contacted BMW Roadside Assistance, I was informed that towing would be complimentary under their courtesy service. However, I ended up paying for the towing myself.
  
  After the car was towed to the BMW service center on ******* Street, I had to take a taxi home. The following morning, on June 5, I was informed that the starter motor had failed and that the repair would not be covered under warranty, as it had expired. I was charged nearly $2,000 CAD for the repair.
  To my frustration, after this incident, recent I received a recall notice from BMW Canada (Transport Canada Recall ******** *** ** *****) regarding my BMW X5, citing a defect that could cause the starter motor to fail and potentially lead to a fire.
  
  In addition to the starter issue, I encountered a software problem following a BMW update. The auto-hold function failed to release properly, causing excessive wear on both the brakes and tires. BMW eventually fixed the software bug after a few months. The brake and tire damage resulting from this software issue led to additional costs, which I believe BMW should cover due to the known defects.
  
  Given the recurring and serious issues I have faced with this vehicle, I am requesting that BMW take the car back and issue a full refund, and cover my repair cost, tow fee, tax cost and other compensation as I no longer have confidence in its safety and reliability.

  Business Response

  Date: 07/10/2024

  Hi,

  From what I can read this customer has an issue with BMW Canada regarding the starter recall and software provided by BMW Canada.  The *** ***** is an independent franchise and does not make any decision on safety recalls for programing software. 

  Thank you

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

  Service Manager

  Customer Answer

  Date: 03/11/2024

  
  
  I am rejecting this response because:
  
  Starter Failure in June 2024: My vehicle experienced a starter failure in June 2024, and this issue matches exactly with the symptoms described in BMW’s recall notice issued later in 2024. Although BMW’s recall was not active at the time of my repair, the alignment between my experience and the recall’s description suggests that this failure was indeed related to the defect now acknowledged by BMW.
  Explanation of “Prolonged Starting Attempts”: BMW claims that my starter failure was due to “prolonged starting attempts.” However, they have not defined what they consider to be “prolonged starting attempts” in practical terms. I request clarification from BMW on how many attempts would be classified as prolonged, especially given that an engine that unexpectedly fails would naturally prompt a driver to attempt restarting.
  Attempts to Restart Following Engine Failure: When my vehicle’s engine suddenly stopped, I took multiple actions to restart it, as any driver would in that situation. Following the instructions in the manual, I tried different methods to restart the car. This is a reasonable response to an unexpected engine stop, and if BMW is suggesting that I should not have attempted a restart, it would indicate a design flaw that limits the safety of the vehicle in real-world situations.
  Low Mileage and Quality Concerns: I purchased this vehicle at the end of 2019 and have driven it approximately 27,000 km up to the time of the starter failure. Given that this mileage is well below the typical use level, a failure in the starter component raises concerns regarding the quality and durability of this part, particularly in a high-end vehicle.
  Recall Notice and Consistency of Symptoms: Despite BMW’s statement that my vehicle is not affected by the recall, I received the safety recall notice, and the starter failure symptoms I experienced are identical to those outlined in the notice. This inconsistency suggests that my vehicle may indeed be impacted by the same defect addressed in the recall.
  Auto-Brake Software Defect Affecting Brake Pads and Tires: Lastly, BMW has not addressed my concerns about an apparent software defect in the auto-brake system, which has caused excessive wear on my brake pads and tires. This issue adds to my concerns about the reliability of the vehicle and the broader impact of software-related flaws.
  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 22/11/2024

  Thank you for allowing us the opportunity to respond to your recent complaint to the Better Business Bureau regarding your engine starter recall repair concerns.
  

  We understand how concerning it can be to encounter issues with your vehicle, and I want to acknowledge the effort you have gone through to address the situation with your 2019 BMW X5's engine starter. It's never easy to deal with car troubles, and we appreciate your patience as we have investigated the matter.

  Please know that we have completed an extensive review of the engine starter issue alongside your retailer. The retailer's assessment concluded that the need for repair stemmed from a defective starter motor, due to damages which falls under the category of outside influences, not damages caused by the recalled software. 

  Additionally, we have been informed by your retailer that after a careful inspection, your X5 was not found to have any defects related to the engine starter recall previously announced. We appreciate the trust you have placed in us to investigate this issue thoroughly.

  The retailer also advised of the software was update was performed on the vehicle to prevent excessive wear on the brake pads and tires. This issue was already completed with your local authorized BMW retailer. 
  If you have any further concerns or require additional support, please do not hesitate to reach out to your authorized BMW retailer's service center or customer our relations office.
  

  Sincerely,

  *****

  Case Manager

  BMW Canada

  
  
  

  Customer Answer

  Date: 05/12/2024

  I am rejecting this response because:

  1. Inconsistent and Contradictory Responses
  BMW Canada has provided multiple explanations that are inconsistent, contradictory, and lack credibility. Below are examples from their responses:
  November 28, 2024: "The need for repair stemmed from a defective starter motor, due to damages which falls under the category of outside influences, not damages caused by the recalled software."
  October 25, 2024: "The need for repair was determined to be due to prolonged starting attempts, which is considered an outside influence."
  November 28, 2024: "Your X5 was not found to have any defects related to the engine starter recall previously announced."
  October 7, 2024: "The BMW Store is an independent franchise and does not make any decision on safety recalls for programming software."
  These conflicting explanations suggest a lack of transparency and an attempt to avoid accountability. The responses also fail to address the core issue in a consistent and logical manner.

  2. Starter Failure Matches Recall Symptoms
  The starter failure in my 2019 BMW X5 occurred in June 2024, and the symptoms align exactly with the description provided in BMW’s recall notice issued later in 2024.
   - While the recall was not active at the time of my repair, the alignment between my experience and the recall’s description strongly indicates that this failure was related to the defect now acknowledged by BMW.

  3. Contradictions Between Recall and Experience
  BMW has stated that my vehicle is not affected by the recall. However, I received the official safety recall notice, and the starter failure symptoms I experienced are identical to those described in the notice. and I was called to bring my X5 to BMW shop for software upgrade for *********** - Perform Recall - ********** *** *** *** **** ****Program control units (DME / starter motor) Tue Oct 8, 2024.
  This inconsistency raises serious concerns about the accuracy of BMW’s investigation and suggests my vehicle may indeed be impacted by the defect addressed in the recall.

  4. Brake auto-hold feature software Defect and Related Financial Losses
  BMW Canada has acknowledged a software flaw related to the brake auto-hold feature, which caused excessive wear on the brake pads and tires.
  November 28, 2024: "The retailer also advised that the software update was performed on the vehicle to prevent excessive wear on the brake pads and tires."
  While I appreciate that BMW has addressed the software issue, the damage caused by this defect resulted in additional financial losses from prematurely replacing my brakes and tires. BMW Canada has not offered any compensation for these costs.
  

  5. Deflection and Avoidance of Responsibility
  BMW Canada’s responses are riddled with deflections and a lack of accountability. The varying excuses provided appear to be aimed at avoiding resolution rather than addressing the complaint meaningfully.
  This pattern of behavior undermines my confidence in the safety and reliability of the vehicle and BMW’s commitment to addressing its defects responsibly.

  Requested Resolution
  I am requesting the following:
  BMW to repurchase my vehicle and issue a full refund.
  Compensation for repair costs, towing fees, taxi costs, and other financial losses related to the starter failure and software defect.
  If BMW Canada fails to address these issues, I reserve the right to pursue legal action to recover my losses and ensure accountability.
  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 24/12/2024

  Thank you for allowing us the opportunity to respond to your recent complaint to the Better Business Bureau regarding your Engine Starter and Brake Pads -Tires concerns.

  We understand how concerning it can be to encounter issues with your vehicle, and I want to acknowledge the effort you have gone through to address the situation with your 2019 BMW X5's engine starter. It's never easy to deal with car troubles, and we appreciate your patience as we have investigated the matter.

  Please know that we have completed an extensive review of the engine starter issue alongside your retailer. The retailer's assessment concluded that the need for repair on the starter motor is due to damages which falls under the category of outside influences, not damages caused by a manufacture defects or the recalled software. Additionally, we have been informed by your retailer that after a careful inspection, your X5 was not found to have any defects related to the engine starter recall previously announced. 
  
  The retailer also advised of the software was updated and performed on the vehicle to prevent excessive wear on the brake pads and tires. We would like to inform you that BMW Canada does not provide coverage for brakes and tires, as they are considered wear and tear items. It is important to note that wear and tear items are typically not covered under warranty or any extended coverage plans. 
  With that being said, please be advised that we are unable to provide further financial compensation beyond the terms of the warranty for each vehicle. As such we cannot offer assistance with the cost of the brakes or engine starter repair on this vehicle. We apologize for any disappointment this may cause.

   While we understand that this may be disappointing news, it is an industry-standard practice for most automotive manufacturers. Brakes and tires are components that naturally wear down over time due to regular use and are considered maintenance items that require periodic replacement.  If you have any further questions or concerns regarding warranty coverage or maintenance for your BMW vehicle, I encourage you to reach out to your local BMW retailer. They will be able to provide you with more detailed information and guidance regarding your specific situation. This issue was already completed with your local authorized BMW retailer.

  If you have any further questions, please contact the Customer Interaction Centre at ###-###-####. Thank you for your business.
   
  Sincerely,
   
  *****
  Case Manager
  BMW Canada

  
  
  

• Initial Complaint

  Date:31/07/2024

  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.

  Recurring problem with Mini Coopers with sunroofs. This is my second Mini Cooper with the same problem.
  I purchased a Mini Cooper Clubman in 2018. Approximately, October 7, 2021, I was aware of an odd odour in my car. I had intermittently seen water accumulating in the foot well behind the driver’s seat. After these events, I would get the wet-dry vacuum and immediately extracted the water. On Oct 7, 2021, there were a few inches of water in the foot well. The windows had been closed. I extracted the water. Despite removing the water, I noticed that the car seemed to have some condensation forming on the windows when the windows were closed. A few days after that, I found another pool of water. I called Mini and brought the car in. They concluded there was water damage and mould! The damage was so significant that insurance wrote off the car. When I retrieved my belongings from the car, it showed mould growth all over the seats. Of course, while my car was in for service, I did some investigating. This problem has been reported and documented by other Mini owners and recurrently stemmed from a blockage in a drainage hose attached to the sunroof.
  I got a second Mini Cooper Clubman because, from an insurance replacement perspective, that was the smartest thing to do. In May 2024, I noticed odour in my 2022 Mini Clubman. I had paid the additional fee at every servicing to have the sunroof hose examined and unblocked. Then the pool of water appeared. Mini service said the sunroof hose was blocked. Despite the car being just two years old and having been serviced, including the sunroof hose, several times, as recently as December 2023, the hose got clogged, and I have a musty car that likely has mould growing in spots I can not see.
  I called Mini Canada to share the outcome of the servicing and said I was looking for a long-term solution. They said it was my responsibility. FYI: the drainage hose is not part of the regular servicing, despite being a known problem.

  Business Response

  Date: 22/08/2024

  Thank you for allowing us the opportunity to respond to your recent complaint to the Better Business Bureau regarding your sunroof repair concerns.

  It was with great disappointment that we read of your concerns regarding the sunroof repairs required in your 2022 MINI Cooper. Please be assured, the quality of our vehicles receives our constant attention, nevertheless, despite our best efforts, a problem may occur with a particular vehicle or component.

  MINI Canada provides a manufacturer's warranty that is valid for four years or 80,000 km, whichever should come first, to cover any manufacturing defects discovered in your vehicle during the warranty parameters. Our records indicate that the warranty for your vehicle is currently active, therefore, the cost of eligible defect-related repairs in your vehicle will be covered under warranty.

  With that being said, please be advised that we are unable to provide further financial compensation beyond the terms of the warranty for each vehicle. As such we cannot offer assistance with the cost of the sunroof repair on this vehicle. We apologize for any disappointment this may cause.

  We may only suggest that you continue to work with your preferred MINI service center to diagnose and complete any necessary repairs for your vehicle, as they will be in the best position to determine whether any needed repairs may be eligible for coverage under your vehicle’s warranty. We sincerely hope you understand our position in this regard.

  If you have any further questions, please contact the Customer Interaction Centre at ###-###-####. Thank you for your business.

  Sincerely,

  *****

  Case Manager
  BMW Canada
  
  

  Customer Answer

  Date: 03/09/2024

  I am not satisfied with BMW Canada Inc.’s response to my complaint because servicing a blocked sunroof drainage hose does not repair the problem. As noted in the response to the complaint, “MINI Canada provides a manufacturer's warranty that is valid for four years or 80,000 km, whichever should come first, to cover any manufacturing defects discovered in your vehicle during the warranty parameters.” If the warranty is to cover any manufacturing defect, unblocking the hose does not cover or correct the defect. The defect is in the design of the sunroof, the lack of access to the sunroof drainage hose and the fact that the sunroof drainage hose is not checked for blockage during regular servicing. 

   

  Given that the drainage hose is inaccessible to the car owner and can become blocked, checking this hose for blockage should be included in the regular servicing at no additional cost. Currently, the sunroof hose is only checked for blockage if the car owner requests it and pays for it. Unfortunately, when the car owner is aware that they need to ask for this, they have already experienced a blockage and have had water pooling in their car. (As I mentioned, I did pay for this at each servicing, and despite this, the hose became blocked, and the foot well was flooded with water.)

   

  Furthermore, BMW’s response is unsatisfactory because the damage goes beyond simply unplugging the hose, which was the ‘repair’ that MINI servicing performed. As I mentioned, I discovered during my first experience with this defect (2018 MINI) that when the sunroof hose plugs, mould grows underneath the car seats and in the car’s underbelly, areas that are not visible to the car owner. This is because water accumulates beneath the surface for an unknown number of days before it appears. When I brought my 2022 MINI in to address the sunroof and blockage, MINI servicing did not provide remediation against growth of mould when they serviced my vehicle. 

   

  A more comprehensive response and repair is needed to address this defect and the servicing of it. 

  Business Response

  Date: 06/09/2024

  We regret to hear about the issues you are experiencing with the sunroof of your 2018 MINI Countryman. We want to assure you that we constantly strive to maintain the highest quality in our vehicles, but unfortunately, sometimes a vehicle or component may still encounter problems.
  
  
  
  MINI Canada offers a manufacturer's warranty that covers manufacturing defects for up to four years or 80,000 km, whichever comes first. According to our records, this warranty has expired for your vehicle, and as a result, the costs for repairs attributable to eligible manufacturing defects would now be the owner's responsibility.
  
  
  
  We understand that this situation is not ideal, and we apologize for any inconvenience or disappointment it may have caused. However, we must adhere to the specified terms of the warranty, and we are therefore unable to provide financial assistance for the sunroof repair on your vehicle.
  
  
  
  We recommend that you continue to liaise with your preferred MINI service center for a thorough diagnosis and to address any necessary repairs. They are best equipped to assess your vehicle and advise if there might be any other forms of coverage applicable to your situation.
  
  
  
  Please accept our apologies once again, and we hope for your understanding in this matter.

  Customer Answer

  Date: 22/09/2024

  I am rejecting this response because:

  Reading BMW's response it is apparent that they do not take these complaints seriously. I explained that this is the second occurrence of the problem, first with my 2018 Clubman and then again with my 2022 Clubman. In the response, they regret to hear about my issue with my 2018 mini. They go on in the second paragraph to say the warranty for this vehicle has expired, indicating they did not read the whole complaint or follow the thread of this complaint. The warranty is still active on the 2022 Mini, but the issue is not about the warranty; it is about the regular servicing that does not include checking the sunroof drain hose and that this is a design flaw in their 2018, 2019, 2020, 2021 and 2022 that BMW has been aware of and have neglected to fix in subsequent models.

  Consistent with this lack of concern about this complaint, they apologize for the inconvenience but 'must adhere to the specified terms of the warranty'. Why must they adhere to the terms of their warranty? Who can correct for apparent omissions of service that should be included in the regular servicing while the car is under warranty if not the authors/owners of the warranty? How many years after the discovery of a design flaw should it take before a correction is made? At a minimum, BMW should take responsibility by immediately adding the examination and servicing of the sunroof drain hose to the regular servicing of all Mini sunroofs while under warranty.

  Don't hide behind your warranty. Stand by your product. Start to get in front of this problem by updating your warranty and service package ,including servicing the sunroof drainage hose. Don't **** **** ************ *** ***** ******* ***** ******* **** **** ***** ****** **** **** ******* ** ******** this design flaw to go unaddressed for years. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:16/05/2024

  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.

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

  January 15 2024
  Took my 2011 BMW X3 to ******* BMW to perform the following recall:
  PERFORM RECALL. VERIFIED OPEN RECALL: ** ** **** Transport Canada Recall Campaign 2023-568 Rework the
  screw connection of VANOS adjuster
  After picking up my vehicle I found out that the valve cover is leaking oil. In the process of performing the recall, they had to dismantle the valve cover and various seals.
  I took back the vehicle to ******* BMW the following week and after 4 hours, they said that the valve cover is not original and that they will not fix it. I reached out to BMW Canada by email and they just referred me to the dealership again.
  I am requesting the repair of the vehicles valve cover to the state prior to performing the recall where it did not leak as the work of ******* BMW to perform the recall caused the leak.

  Business Response

  Date: 31/05/2024

   

  WITHOUT PREJUDICE

  Dear ******:
    
  I hope this email finds you well. As we had discussed on calls,
  BMW Canada has offered a resolution regarding your 2011 BMW X3 xDrive28i recent issue. I would recommend that you reach out to the Service Manager at
  ******* BMW for further assistance in addressing this matter.
  
  The dealership staff will be
  able to provide you with more details on the resolution offered and guide you
  through the repair.
   
  Thank you for your understanding, and we look forward
  to the opportunity to continue serving you in the future.
   
  If you have any further questions, please get in touch with the Customer
  Interaction Centre at ###-###-####. Again, thank you for contacting BMW.
   
  Sincerely,
   
  ****
  
  Case
  Manager
  BMW
  Canada
  

  
  

• Initial Complaint

  Date:16/04/2024

  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 Saturday, April 6th 2024 I purchased a 2023 BMW X7 M60i (VIN ending in ********). After having the vehicle for a few days, on April 11th 2024 the rear windshield completely exploded and shattered while I was driving **** ** * **** *** *** ** *** ****. * **** ******** ****** *** ********** The vehicle was subsequently towed to ******** BMW in Barrie as it was inoperable. I have since been advised by ******** BMW that BMW has denied the associated warranty claim. There was clearly a manufacturing defect in the glass which caused it to spontaneously explode in this manner. As the vehicle is still very much under the manufacturer's warranty, I am asking that the repair be covered by BMW.
  
  I have attempted to call the warranty department myself in order to have this escalated however was informed that they do not speak to customers.

  Business Response

  Date: 26/04/2024

  Dear BMW Customer:
  Thank you for reaching out and providing us the opportunity to address your concerns regarding the broken rear window of your BMW X7 as reported to the Better Business Bureau.
  We understand that it can be quite disconcerting to deal with unexpected vehicle repairs, and we want to assure you that we take your concerns seriously. BMW Canada's warranty is comprehensive, designed to cover four years or 80,000 km, whichever comes first, to support our customers with eligible repairs related to defects in materials or workmanship. It is worth noting that while our warranty is robust, it does not extend to wear and tear items, which typically include glass components, as they are more often affected by external factors rather than manufacturing defects.
  Upon reviewing the details of your case, we recognize that your X7 has been in service beyond the period where initial defects in glass are most likely to become apparent, especially after experiencing various seasonal conditions. The evidence provided suggests that the damage to your rear window is characteristic of impact from an external source, such as road debris, which unfortunately falls outside the scope of our warranty coverage.
  The conclusion reached by the authorized BMW retailer's service team, which was not to identify a defect as the cause of the damage, aligns with our warranty guidelines. Consequently, the warranty claim was not approved, and our subsequent review upheld this decision.
  We appreciate your understanding that this situation is best addressed through your insurance provider. Although this may not be the resolution you were hoping for, we value your loyalty and are committed to supporting you throughout your ownership experience. If there are any further questions or if you require assistance with the insurance process, please do not hesitate to contact us.If you have any further questions, please contact the Customer Interaction Centre at ###-###-####. Thank you for your business.
  Sincerely,
  ******
  Case Manager
  BMW Canada