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:05/21/2025

  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.

  My spouse and I purchased a vehicle from Sandy Sansing BMW on 04/05/2025. We took out a lien on the vehicle totaling around $24,000. On 04/09/2025 we took the vehicle back to the dealership to be detailed and raised concerns regarding the coolant light coming on in the vehicle due to the vehicle being low on coolant. Our salesmen checked with the service department then ensured us there was no issue regarding coolant and our vehicle. We had no issues with the coolant light coming on after this, until 5/16/2025. The coolant light came on, my vehicle started smoking, and the engine shut off. Our vehicle had to be towed and is now with a mechanic who has worked on this vehicle before when it was with the previous owner. He stated he observed a coolant leak on the vehicle at that time, but was not fixing that issue. The vehicle was then sold to Sandy Sansing BMW, then sold to us. Our mechanic also told us he had seen another vehicle from Sandy Sansing have the same issue. The vehicle was given an awesome bill of health by Sandy Sansing, then the engine blew out 2 weeks later from issues with coolant. Mechanic is willing to provide any paperwork he has regarding these vehicles. Our mechanic is determining whether the issue with the vehicle is a blown head gasket, or if the engine needs replaced. Repairs are estimated to run between $10,000-$20,000. We have a warranty on the vehicle, that may cover up to $4500. The dealership has previously tried to revoke the warranty from our contract. Which we eventually had to purchase separately.

  Business Response

  Date: 05/28/2025

  The customer purchased a 2018 Land Rover Discovery with
  103,129 miles. Due to the vehicle’s age and mileage, we strongly recommended
  the purchase of an extended warranty, as the vehicle was sold in AS-IS condition. However, the lienholder did not permit the cost of the warranty to
  be included in the loan. As a result, the extended warranty was financed
  separately, with the dealership contributing $2,000 of the $3,500 down payment
  as a goodwill gesture.
  At the time of sale, the customer was informed in writing
  that the vehicle carried no guarantees or warranties from the dealership. There
  is no record of the customer returning to our service department to report a
  coolant concern. Typically, concerns such as a coolant warning would be
  documented through a repair order reflecting both the diagnosis and any
  corrective action taken. According to the customer’s own timeline, the coolant
  issue did not appear to be urgent until more than a month after the purchase.
  Given the vehicle’s sale terms, the clear disclosures
  provided at the time of purchase, and the dealership’s prior goodwill
  contribution, we must respectfully decline the customer's request for
  additional repairs.

• Initial Complaint

  Date:05/14/2025

  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.

  They sold the car to me in an undrivable state because it leaks in water when it rains so I cant drive it in the rain. By the time I knew it had the leak, the car was already filled with water.

  Business Response

  Date: 05/20/2025

  We are writing in response to Ms. ****** recent BBB complaint
  regarding the 2015 Ford Explorer she purchased from our dealership on April 26,
  2025, with 121,245 miles on the odometer.
  We understand Ms. ****** concerns and regret she is
  experiencing an issue with water intrusion so soon after taking delivery of the
  vehicle. Please be assured that at the time of sale and during your test drive,
  there was no indication or evidence of a water leak or related issue. The
  vehicle was sold in good faith and was thoroughly inspected to ensure it met
  all basic operational standards.
  As noted in the purchase documentation, the vehicle was sold AS-IS, without dealership warranty. However, we acknowledge that you
  also purchased an extended service contract through Credit Acceptance
  Corporation (CAC), which may provide coverage for certain repairs.
  As a gesture of goodwill, the dealership is pleased to offer
  a complimentary diagnostic service to identify the source of the water
  leak. Once the inspection is complete, we will share our findings with CAC to
  determine if the repair may be covered under your extended service agreement.
  Enclosed with this response, you will find copies of the
  following documents for your reference:
  Extended
  Service Contract
  Buyer’s
  Guide
  B-Line
  Agreement Form

  Customer Answer

  Date: 05/21/2025

  
  
  Complaint: 23324186
  
  
  
  I am rejecting this response because:
  
  At the time the car was sold there actually was an indication to Sandy Sansing BMW of a leak and mold being in the car. The salesman,  Jeremy even acknowledged the musty smell in the car. Also, this sale should not have taken place without me being informed of the mold in the vehicle. It was misrepresented to me. 
  
  Sincerely,
  
  
  
  Hannah ****

  Business Response

  Date: 05/22/2025

  We apologize for the inaccurate information included in our previous response. In her rebuttal, Ms. **** clearly acknowledges that she was aware of the water leak issue at the time of purchase and made the decision to proceed with the purchase regardless. The dealership’s position remains unchanged—we are willing to provide a complimentary diagnosis and submit the findings to her warranty company to determine if the repair may be covered.

  Customer Answer

  Date: 05/22/2025

  
  
  Complaint: 23324186
  
  
  
  I am rejecting this response because:

  Reread my response. I didn't say that I knew. I had no idea or i wouldn't have bought it. I said your salesman knew and you guys must have known unless you know nothing about vehicles or sunroofs.  

  You guys also refused to wash my car when i bought it for what? Because id find out about the leak and not take it.  I can also sue for mold in the vehicle which WAS NOT DISCLOSED to me. 
  
  I have EVERYTHING documented and looked into it already. 

  This is by far the worst customer service i have seen at any dealership. They shouldn't be open for business.  Scamming honest hard-working people... pathetic. 

  
  Sincerely,
  
  
  
  Hannah ****

• Initial Complaint

  Date:02/17/2025

  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.

  Pensacola BMW Sandy Sensing.
  I went to the above dealer on 2/ 11/2025 to get a diagnostic & paid $210 only for the diagnostic.
  When i gave my car to the dealer driver side was perfectly fine no issues and before pictures were taken at the service department with no issues. After the diagnostic my mirror was broken, typed back to my car. Dealer insist that I pay for the damage & billed me about $1,200 for it and I kept trying to reason with them to do the right thing & undo the damages. After so much back & forth next day I was told that they were going to cover the damage. In the diagnostic report I paid $210 for said that I had a oil leak & it's due for an oil change now. Next day on the 2/12/2025 i got it done at a Walmart ,I told the mechanic to please throughly look for oil leak & he couldn't find any oil leak & he said car is dry & has no issues, everything is fine. I never had any oil leak from my before, never nothing under the car. Next day on 2/13/2025 i went back to the dealer to get broken mirror replaced for free.
  Next day on 2/14/2024 after the dealer visit we are stranded on the side of the road there is a pool of oil under my car & my car is totaled. There is very loud noise is coming from my car while driving 20 miles & after for the 1st time today seeing the oil leak under my car. I can't move it, on the side of the road. I'm afraid to ever go to the Pensacola BMW, worrying what kind of harm they will cause to us. I contacted the BMW Corp. to tow us to another safe dealer & undo the damages caused by the dealer. Even though they have free road side assistance, I was told that I have to pay for a lot very expensive things 1st then they will investigate & they will try to help me with cost. Maybe. He said that's the company policy "they can't help us in anyway while we are stranded on the side of the & car is totaled by the damages caused by their dealer. On the side of road, can't work, wasnt prepared for these previously none existed major damages

  Business Response

  Date: 02/18/2025

  Ms. ****** brought her 2014 BMW X3 with 124k miles to the
  service department on 2/11/2025 for multiple error lights on the dash.  We diagnosed her concern and found the primary
  failure was the turbo which affects the drivetrain engine boost.  The vehicle had over 100 faults and was in
  poor condition.  We sent Ms. ****** a
  video showing the oil leaks and other problems the vehicle had and advised it
  not be driven. Ms. ****** declined all repairs and picked up her vehicle. While
  the vehicle was in for service, the side mirror fell off when the door was
  closed shut. The dealership replaced the mirror complimentary for Ms. ******.  The dealership declines any additional
  requests as it is Ms. ******’s responsibility to address the mechanical problems
  with her vehicle. 

  Customer Answer

  Date: 02/19/2025

  
  
  Complaint: 22943431
  
  
  
  I am rejecting this response because:

  False statements filled with false facts sprinkled with tiny little truths to make what thy are saying believable. Their untruthful reply is in line with their operational style & business ethics this reply was expected.  I have documents substatiating otherwise. .

  Because of above said reasons , their reply was expected,  I've hired a lawyer to expose the truth of how they destroyed my car. 

  Once my lawyer put everything together,  I will also send a copy to BBB.

  Thank you.

  
  
  
  Sincerely,
  
  
  
  Cybel ******

  Business Response

  Date: 02/19/2025

  The dealership's position remains the same.  

  Customer Answer

  Date: 02/20/2025

  
  
  Complaint: 22943431
  
  
  
  I am rejecting this response because:

  Law will take it course. 
  
  
  
  Sincerely,
  
  
  
  Cybel ******

• Initial Complaint

  Date:01/08/2025

  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 bought a 2022 Nissan Pathfiner on November 23, 2024. The dealership failed to send the title information out and only discovered this because I contacted the DMV who had no record of receipt of documents. I then contacted the dealership who discovered that the title and request for registration was never sent out 47 days later. This was a service charged by the dealership and was not properly executed as required by law. I am active duty military registering the vehicle out of state in Alaska who has a 6-8 week turnaround on registering and plating vehicles. In total I will not have registration for 5-6 months for a vehicle I purchased. The bank has reached out to me for failure to provide title and has indicated that my APR and payments can increase because of failure to comply. I paid $899 dollars in document servicing fees and $99 dollars in private tag agency fees. The company failed to provide service for paid transaction and should have to recoup the cost of fees due to excessive time and noncompliance ($998). I talked to the manager Joe who forwarded my information to the next line of customer care and have not been contacted. As the customer i am furious that I have made two payments on a vehicle I do not legally have registered or own because the dealership did not complete the transaction.

  Business Response

  Date: 01/14/2025

  Mr. ******** purchased a Nissan Pathfinder on 11/23/2024.
  The dealership has been communicating with Mr. ********
  regarding the vehicle registration. Unfortunately, there has been a delay in
  processing out-of-state titles and registrations.  However, the fees still apply regardless of
  processing delays.
  According to Express Title and Tag in North Pole, Alaska, their
  expected turnaround time for processing upon document receipt is 7 days.  Mr. ******** will be provided with the tracking
  information.  We apologize for the delay,
  and we too are eager to get Mr. ********’s Pathfinder information to Alaska for
  registration. 

  Customer Answer

  Date: 01/15/2025

  
  
  Complaint: 22784801
  
  
  
  I am rejecting this response because:

  This does not acknowledge the fact that the delay in documentation being sent out was not because of it being registered out of state but because the title work company failed to send it out until 45 days after the transaction. Ken from the dealership drove over to the title office and inquired and informed me that the title office was not sure how it happened and was sorry that they did not send out the paperwork. Attached is a notice from the Alaska DMV that indicates that mail in documents have an expected turnaround timeframe of 2 months. The dealership is at fault for failing to submit required documentations and exceeding 30 days to do so. This was a paid transaction and was not fullfilled by the dealership and titlework company until I had to inquire about the status of the title. The dealership is avoiding ownership and fault and further impacting the consumer.

  
  
  
  Sincerely,
  
  
  
  Justin ********

  Business Response

  Date: 01/16/2025

  Again, we apologize for the delay in processing Mr. ********’s
  out of state registration and title work. 
  As previously stated, the processing fees are still applicable.  The Fedex tracking information is ************
  and shows to arrive in Alaska today.

• Initial Complaint

  Date:12/23/2024

  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.

  Purchased new tires from dealer and dealer refused to clean up the debris left on wheel after mounting. They previously did so when original mounting but refused to do so because it was an exchange of tire on warranty. When I inquired about it, both the supervisor and service advisor were not courteous and made me wait in waiting area for an extended period before addressing me. I then spoke to Bryan, the manager, who stated after I told him I always feel discriminated here, that if I don’t like the service I can go somewhere else and that he preferred my kind to do so anyways.

  Business Response

  Date: 12/24/2024

  Mr. ***** came to the dealership for a tire warranty
  claim.  During this visit we replaced a
  tire. In the process, we remove the old wheel weights and install new ones when
  the tire is balanced. Most times there is a sticky substance where the prior
  weights were located. We remove what we can; however, to prevent any wheel
  damage or scrape marks we cannot always get the residue completely off. The residue
  is on the inside of the wheel and is usually not visible. The dealership did
  not discriminate against Mr. *****.  He
  stated he uses Fairfield Imports for service and only came to the dealership for
  the warranty claim. 

  Customer Answer

  Date: 12/26/2024

  
  
  Complaint: 22724787
  
  
  
  I am rejecting this response because:
  
   
  The dealership failed to note that I pointed out that there was no original attempt to remove the sticky material and he refused to come out to inspect the vehicle when asked. I also reminded him, Bryan **********, that they removed all of the sticky material when they originally installed the $2000 tire set. When I informed him that I wasn’t happy with the service, he stated that if I didn’t like it I can go elsewhere at which point I did state that I have been in touch with Fairfield Imports. That comment angered him and he stated to me that from now on, he is refusing to service my vehicle at Sandy Sanding which is discriminatory and grounds for legal action. I request they attempt to remove the sticky material from my expensive wheel , a formal apology, and confirmation that they have indeed refused to service my vehicle at that location any further based off of my notifying them of my displeasure of service. 
  
  Sincerely,
  
  
  
  Marcus *****

  Business Response

  Date: 12/26/2024

  The dealership declines Mr. *****'s request.  As previously stated, the residue inside the wheel was not removed for concern it could cause damage.  

  Customer Answer

  Date: 12/26/2024

  
  
  Complaint: 22724787
  
  
  
  I am rejecting this response because: the dealership has not provided a response to my request to inform me if my vehicle is denied from receiving service at its location because I complained about their service? Brian ********** stated that he has the right to refuse to service my 2020 BMW X6 and prefer that I go elsewhere so I would like to be provided a response for clarity in writing. I also want to ensure that the Regional Manager, Joe ****** *s also in agreeance with whatever the response is.
  
  
  
  Sincerely,
  
  
  
  Marcus *****

• Initial Complaint

  Date:06/18/2024

  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.

  In March I had my BMX X3 serviced at SS BMW. I paid the bill will my credit card and received a "paid receipt" from the cashier. In June I had my car checked prior to making a road trip. During the visit I wanted to purchase new floor mats. I was told the mats were in stock and we to pick up but they said they had to order, as they "were not in stock". I advised Debby my service advisor to cancel the order and refund my credit card. She said that should could not cancel the order or refund my card because there was still an open balance from March. The March transaction, of which I have a "paid receipt" has nothing to do with the June transaction. Their failure to process the refund and hold my charge hostage over their internal accounting issues is FRAUD. I don't recommend this dealer.

  Business Response

  Date: 06/18/2024

  The dealership will not be giving Ms. ********* a refund because she still has an open balance due on her account. A receipt was given for the work performed in March; however, we did not receive payment. The payment given towards the floormats was applied to her balance due. To settle the account, Ms. ********* needs to contact service manager, Brian ********** to pay the remaining balance.

• Initial Complaint

  Date:12/23/2022

  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.

  In September 2022 I traded in a BMW 440I for an X6. I knew what I wanted when I went in so it should have been an easy transaction. I have tattoos and piercings, I believe I was treated as if I couldn't afford a vehicle because of my appearance. I was talked to condescending by both the sales manager and my sales woman. I was not too concerned because I just wanted to get the vehicle and get out of that dealership. They kept trying hassle me for diff vehicles. They valued my trade so low that the bank rejected + BMW had to come up by $8k to make the sale. The individual in finance (Fred) sexually harassed me with the door closed. Was told this week he was fired last month but won't tell me why. When they pulled the car around there was a baby kitten stuck in the tire well, the staff acted like they were going to grab and toss it out because it was close to closing time. Once I got the vehicle home I realized it was infested with tiny roaches and my house became infected as well. It was a holiday weekend and when I finally got in on Monday to get it resolved the staff Googled how to get rid of roaches and told me to get raid bombs. Did not maintain my warrant paperwork, my car has now been in the shop for 3 weeks for a battery which I feel is their fault for allowing that type of battery to sit and roaches/kittens to collect in the vehicle. I shared my story online and many of my women friends + local women have come forward with similar stories about Sandy Sanding BMW and other dealerships under this brand. I have permission to share some of their stories but I can not fit everything in 2000 characters. Thank you! ( I did record the conversation with the BMW Used Car Sales Manager this week out of fear for my own safety but I'm not sure if that is legal to share. Judy *******, service manager, is both kind and amazing. She is a light in this dark experience. Still no resolve from them despite spending the last week talking with their managers and HR department.

  Business Response

  Date: 12/29/2022

  The dealership is in receipt of Ms. *******'s formal complaint and has spoken with her regarding the issues. We regret Ms. ******* had an issue with the vehicle's battery so early into her ownership. We assisted Ms. ******* with the needed vehicle repairs and her vehicle has been returned back to her.