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:03/04/2024

  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.

  Purchased a car from the dealership.
  The car had a number of issues and was returned immediately. I was told I would be issued a check to refund my money. It has been over a week and they are insisting my bank check has not cleared.

  Business Response

  Date: 03/18/2024

  Client was refunded and received check on 3/8/2024 at 10:31AM via ***** 

  Business Response

  Date: 03/18/2024

  We have refunded the client and they have received the check on 3/8/2024 via ***** at 10:31AM Tracking number ************

• Initial Complaint

  Date:02/05/2024

  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.

  Owned since new, 2001 BMW **** needed a battery. Flatbed to BMW Ridgefield 9/7/2023. Check engine light on, expected other work would be advised, as it was, I also had three window lifts repaired. Picked up car 9/15/2023. Invoice ******.
  9/17/2023 car running rough, check engine light returned. 9/19 emailed service advisor Jim D******, who replied coordinator would contact me to set up time to bring it back in. Emailed again 9/20 3:16pm: "Any Plan?" and also noted time on radio is not there. D****** replied 'sorry for delay the coordinators will call right away.
  October 9th I emailed zero contact, I am not happy, will return from ****** following Monday. No Reply.
  October 23, emailed my dissatisfaction again, copied service manager, and bcc Dealer Principle.
  Also noted that a label came up part way on repaired window. No Reply.
  November 20, called BMW USA Customer Service, said they would contact Dealer. No response.
  December 18 (on or about) called BMW USA again. No response.

  Business Response

  Date: 02/16/2024

  On
  9/7/2023, Mr. ******* had his 2001 BMW **** towed to BMW of Ridgefield.
  Subsequently, on 9/15/23, BMW of Ridgefield received payment from Mr. *******
  in the amount of $5929.49 for services rendered during the week-long
  maintenance period.
  Following this, on 9/19/23,
  Mr. ******* reached out to his service advisor, Jim D******, via email,
  regarding an additional issue with his vehicle. Jim promptly engaged Brittany,
  the manager of appointment coordinators, to facilitate scheduling for Mr. *******.
  Despite multiple attempts via phone and email on 9/19/23, including calls to
  ###-###-#### and Mr. *******'s home number (###-###-####), no direct contact
  was established. It's worth noting that Mr. ******* left for ****** on 9/20/23.
  In anticipation of Mr.
  *******'s return, a preset appointment was established on 10/9/23 to streamline
  coordination. He subsequently reached out to Jim D****** via email on 10/9/23,
  indicating his planned return on 10/16/23 and requesting contact. However,
  despite Brittany's follow-up email on 10/17/23, there was no response from Mr.
  *******, nor did he engage with the appointment coordinators.
  On 10/23/23, Mr. *******
  expressed dissatisfaction via email with the delay in scheduling a follow-up
  appointment, given the significant expenditure on previous services totaling
  $5,900.00.
  Efforts
  to reconnect with Mr. ******* by Jim D****** and subsequent involvement of the
  service manager, Walter Modeen, proved unsuccessful. Despite diligent attempts,
  including voicemail messages and email correspondence, BMW of Ridgefield has
  been unable to establish contact with Mr. ******* to address his concerns and
  resolve the outstanding issue. We are happy to inspect Mr. *******’s vehicle at
  no charge to resolve the outstanding issue. 

   

  Customer Answer

  Date: 02/27/2024

  False Statements in Business Reply:
  Emails and Phone Calls: Above are attached all of the
  emails I received from Business, none from the Appointment Coordinator or Service
  Manager, who I copied on email to Service Advisor.
  I received no phone calls or voice mails from ANYONE at the
  Business.
  Furthermore, no contacts from Business subsequent to both
  complaints to BWW USA of their performance.
  I never shared my travel plans in advance, but for the
  record from October 6 – 12 we were traveling to and from ****** for
  Thanksgiving at our home in ***, not from September 20 to October 16th.
  My email from while in ****** was that I was upset that Business had still not
  reached out to me, but expected answer by the Monday after our return.
  I was again disappointed that there were no attempts to
  contact me, and the Service Advisor should have corrected that since he clearly
  had email communication with me.
  I would like the business to respond to the above, and
  then CALL me at ###-###-#### to schedule the appointment, as I had expected
  September 19, 2023.

  Business Response

  Date: 03/11/2024

  We have been able to connect with this client and are currently working on their car to find a resolution.

  We did make attempts to reach out but understand that not being able to connect left the client frustrated. 

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 a car from BMW of Ridgefield the last week in December (17). I didn't have the car for a week before it malfunctioned on me. I took it to BMW of Ridgefield where I purchased it and they said they would work on it. Since then I have been getting the run around from **** (who they sent it to) and BMW. They are claiming they don't know what the issue is but telling me there's $12,000 worth of damages. How can you sell cars with $12,000 worth of damages to the public. Is there a lemon law that could help me get out of this car or can something be done to assist me.

  Business Response

  Date: 02/09/2023

  Mr. ******* took delivery of his 2017 **** ** on
  Friday December 16th.
  
  On January 21st we were informed that a
  check engine light was on.
  
  That same day we provided a loaner vehicle for the
  client to drive while we addressed the issue.
  
  After a diagnosis in our service department it was
  discovered that specialty tools would likely be needed to perform repairs so we
  sent the vehicle to an **** dealer for further diagnosis and to complete the
  necessary repairs.
  
  While at the **** dealer, after the diagnosis, there
  was a waiting period for a warranty adjuster to show up to determine if the
  repair would be covered by warranty.  All the recommended work was
  approved, with no expense to the client, and is currently awaiting parts to
  complete the repair.
  
  The **** dealership expects the parts to be in and
  the repairs to be done within two weeks.
  
  We have communicated with Mr. ******* throughout this
  process, plan to notify him as soon as the repairs are complete and will
  coordinate returning his vehicle.

  Customer Answer

  Date: 03/17/2023

  Please remove all complaints... This issue has been resolved and car is in my possession and running well.

   

  Thank you