Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my 2019 330i at the end of my lease in 2022, also a Extended warranty (***) plus gap ins. plus wheel coverage. In total around $8000.00 Warranties are active. I took my car for an oil change, My mechanic told me I had two broken motor mounts. I referred to the *** document that I was provided at the time of purchase in 2022, this was a covered item under power train section. I purchased 'Platinum' coverage which (as was represented and sold to me) included all lower tiers of coverage. To confirm I called *** *** They confirmed that it was indeed a covered item which concurred with my belief since it is a marked item under power train. Document attached I took my car in to have the "covered" work done, I was then told it was not covered. The explanation was since there wasn't a dot under the platinum column it didn't apply. However there is a dot under the power train which is included in my "platinum" level... as was presented to me at time of purchase and again upon calling prior to my appointment. The sales pitch for the higher levels is that it includes ALL lower levels. I spoke again to *** and they didn't know why I was being told it was not a covered item, once again confirming that the platinum covers all lower tiers. I called *****, manger over service. He gave me boiler plate answers, told me there was nothing he could do. I then called the *** back and spoke to a lady, ******. She agreed it looked confusing and didn't make sense. She called *** north america, they told her it was not covered in 2022. They told her it is now a covered item since they changed the confusing document in ******************************************************** 2022. I am troubled given this misrepresentation or at best poor employee training that such a reputable company whom I have been with for many years and fully trusted would not honor this given the confusing docs provided and changes made in 2024. I expected a lot more.

  Business Response

  Date: 02/07/2025

  The General Manager, ***** *******, has reached out to the customer regarding his concerns.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $260 for a diagnosis. They are telling me they cant do the diagnosis so I would like a refund. Their reasoning for not being able to complete the diagnosis is that they want to charge me an additional $1300 for a repair in order to give me the diagnosis. I want a refund because I have not received the diagnosis I paid for already.

  Business Response

  Date: 12/20/2024

  The client brought their vehicle in on RO ****** (dated 11//16/24) stating that they had put the wrong oil in by mistake and the vehicle was shaking, and the check engine light was on. 
  
  The technician found the intake boot not secured onto the air box, he resecured it, but the vehicle still ran rough. He found misfires in all cylinders and an intake ***** cold start fault, he inspected the ***** solenoids and found no oil in solenoids.  He removed the oil filter cap, and he found the o ring at the tip of cap flat. He replaced the o ring and retested.  He cleared faults and vehicle was running okay at that time. The client paid us $265.00 to perform a diagnosis and repair.
  
  The client returned on 12/16/24 stating that the check engine light was on, and there was a loss of power. The technician found faults for the ***** solenoids.  He is recommending replacement of both ***** solenoids and to retest the system as there could be other issues even after replacing both ***** solenoids. During this service, we waived the clients $265.00 as a courtesy to him.  We still need to pay our technician.
  
  At this time, BMW of San Diego will not reimburse the client the $265.00 he paid on RO ****** as the vehicle appears to have multiple issues that require multiple repairs.

• Initial Complaint

  Date:12/12/2024

  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 paid almost $300 for an O ring late November because my car was losing air pressure from the oil filter. Its still having the same issues that I paid them for already and they want me to pay them again.

  Business Response

  Date: 12/13/2024

  The Service Director, *** ******, has been in contact with the customer. The customer is scheduled to bring his vehicle in on Monday and the diagnosis fee has been waived.

• Initial Complaint

  Date:11/13/2024

  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 purchased my *** exactly two years ago on 12. ***** and I have had both but issues with car making a horrible noise when backing up. I filed a complaint last year ago and they allegedly fixed the problem, but the problem has returned . I am honestly scared for my dad with this car. This car should not have so many issues being its only three years old . I believe that *** OF SAN DIEGO SOLD ME A LEMON!!

  Business Response

  Date: 11/14/2024

  Customer bought the vehicle as CPO in October of 2022.  The brakes were at 7mm and the vehicle had ****** miles.
  
  She brought the vehicle to us on 11/13/23 complaining of a brake noise the vehicle then had ****** miles. 
  The rear brakes were at 2mm. Because she filed a complaint with ***** and with the BBB, ***** approved
  to pay $100 towards the cost of the brakes. The client initially declined but then returned to have the
  rear brakes and a tire (which we discounted) replaced.
  
  She last came in on 3/22/24 for maintenance only.  She even paid for a maintenance refresh.
  During that visit she did not mention any noise concerns.
  
  Her vehicle has not been here since then and its not currently here.
  
  The client is currently scheduled for an appointment with Heber on 11/15/24.
  We will have her test drive with a shop ******* to see if we can verify her noise.
  

  Customer Answer

  Date: 11/14/2024

  I notified *** multiple times regarding this issue! The noise had begun agiain. I brought this issue since I purchased this lemon of a car! I am bringing the car in tomorrow for this to be fixed or to have a new car! This is unacceptable and I feel very concerned for my life!

  Business Response

  Date: 11/18/2024

  The client test drove with a shop *******, and he could not verify the noise she is describing. The client then provided a video to us of the noise, but we have not been able to reproduce that noise at this time. If we cant reproduce the
  noise, then there is nothing to repair at this time. 

  Customer Answer

  Date: 11/19/2024

  This is unacceptable. My car has been making this noise and I have witnessed it for two years since I purchased my car. I can confirm that *** of SD sold me a lemon. I feel very unsafe and scared for my life  driving my car. *** needs to find the problem or replace my car or pay for all my expenses

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle from *************** in Aug15. It came with 4 years of annual maintenance included. August 2019, I upgraded the maintenance which added another 3 years of annual service a prepaid annual maintenance for the next 3 years, please see attached *** Maintenance Program Upgrade Agreement. On 18Aug2022, I brought my vehicle infor service at BMW of San Diego. The tech refused to perform the service stating that the agreement has expired and therefore no longer valid for service. Dealer supervisor backed up the techs statement and suggested I contact *** of North America. I argued that the agreement specifically states that I am to follow the vehicles maintenance indicator which gives me the month and year service is due, please attachments A and B. Additionally, the agreement states that if a service is missed or to my understanding, not done on time the center will perform the service most appropriate for the Enrolled Vehicle when [I] present it for service. The manager said that the service information is pulled from the vehicle key fob which I do not have access to directly or by directly examining the key fob. On my way out of the dealer, I called *** of NA and spoke to ***** who said that he will have a supervisor review my case and should receive a call back within 3 business days.On 31Aug2022, I finally received a phone call from *** and spoke with ******* ID# ****. After giving him the details of my concern, he hinted that the agreement is no longer valid and would escalate my concern to a higher up suggesting that he was not the supervisor Ive been expecting to call me back between August *****. And when I stated that I Id probably reach out to BBB to have the issue resolved, ******* closed the case knowing its still pending. The way I see it, the maintenance upgrade is a vehicle service that I paid for in advance. Probably best to modify vehicle info to include specific day as expiration date and not as "due" date.

  Business Response

  Date: 09/08/2022

  Good morning,

   

  Unfortunately this client's maintenance extended warranty expired on 08/08/22.  His service appointment was 08/18/22.  At dealership level there isn't much we can do once the contract has expired.

  The client did the right thing in reaching out to BMWNA as they are who could goodwill the maintenance.  The client indicates that he met with a Service Manager, but I don't believe that he did.

  I would like to try to assist the client and can reach out to the client or you can have the client connect with me at ************.  Thank you.

   

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

  Customer Answer

  Date: 09/08/2022

  BBB:

  I reviewed the business' response and will file a complaint against *** of North America instead. 
  

  Thank you very much for your assistance!

  Sincerely,

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

  Business Response

  Date: 09/08/2022

  Good evening,

   

  I called the client and left a voice mail message for the client to call me back.  I wanted to speak with them about their concern

  and hopefully find some resolution.  Thank you.

   

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