Complaints

This profile includes complaints for Bill Jacobs BMW/MINI's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bill Jacobs BMW/MINI

  2495 Aurora Avenue Naperville, IL 60540-1023

• 

  Bill Jacobs BMW/MINI

  2495 Aurora Ave Naperville, IL 60540-1023

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:07/28/2025

  Type:Sales and Advertising 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 used car from the dealership. I had an out the door price and I traded my car in. This should have been $14,700 the cost I financed but the dealership added in around $700 at the closing/financing time. I have asked the dealership to refund my money.

  Business Response

  Date: 07/29/2025

  Thank you for your feedback and for bringing your concern to our attention.
  
  We understand your concern regarding the final amount financed. Please note that the fees included at closingsuch as those for title, registration, and licensingwere approximate estimates provided at the time of purchase. This was very clearing notated on the proposal. The picture you uploaded had it clearly labeled as well.
  
  These fees are collected and submitted to a third-party licensing and title service on your behalf.
  
  As a dealership, we do not profit from these fees. Any excess amount not used for those services will be refunded directly to your loan, as is our standard policy.
  
  If you have additional questions or need further clarification, please don't hesitate to reach out to our finance team. We value your business and are committed to ensuring transparency throughout your purchase experience.

  **** *****, GM @ Bill Jacobs BMW

  
  

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/12/2025

  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 took my car in to get a quote on or about February for brakes and warranty work.I was verbally quoted $7300 for brake work plus the warranty work of $10000 on a 9-yr old used car I had purchased.I had serious concerns about the price and the amount of work needed. I told them I could not afford any additional work except warranty work.3 months later I received an aggressive call telling me to pick up my car and I had their loaner too long. I was waiting all that time for my car. I never received a quote, nor did I authorize work. When I arrived, I was told I owed $5000 and If I didn't pay bit they were impounding my car and putting a lien on it. I was yelled at berated and told to leave the *** ************ They had me sign a document stating it was so they could get paid for the warranty work. They did work I never authorized. The only thing I authorized was the warranty work.

  Business Response

  Date: 07/14/2025

  Thank you for taking the time to share your concerns. We understand how frustrating this experience has been for you, and wed like to provide some clarification regarding the service performed on your vehicle.

  When your vehicle was brought in earlier this year, we provided a verbal estimate that included both the recommended brake repairs and the warranty-covered items. While we understand that you expressed concern about the total cost, we did receive verbal authorization to proceed with the necessary work. Based on that approval, our team moved forward with both the warranty repairs and associated services to ensure the vehicle met safety and performance standards.

  We recognize that there was a lengthy period during which your vehicle remained at our facility. During that time, we made several attempts to contact you with updates. When you arrived to pick up the vehicle and raised concerns, you felt it was best to involve local law enforcement to ensure transparency and fairness in resolving the situation. After reviewing all relevant documentation and communications, the officers confirmed that we had followed proper procedures and acted appropriately.

  We regret that you felt mistreated during your visit. Our intention is never to cause distress to our customers, and we sincerely apologize if any part of your interaction with our team came across as unprofessional.

  Please know that our team is happy to further review the situation with you directly. If there are any outstanding questions or if youd like to go over the documentation together, wed be glad to set up a time to do so.

  **** *****, GM @ Bill Jacobs BMW

• Initial Complaint

  Date:11/06/2024

  Type:Sales and Advertising 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.

  This complaint is regarding the dealerships lack of transparency in their financing policies, which has resulted in an adverse impact on my credit score and overall experience as a customer. Recently, I engaged with Bill ********************** *** to purchase a vehicle. During the process, I worked closely with the dealership staff and authorized them to pull my credit. After completing the credit pull, I was informed that in order to proceed with the financing portion of the purchase, I would need to provide a down payment of $1,000. This requirement was not clearly communicated to me at the outset of the process, nor was it confirmed prior to the credit inquiry. As a result, I now have a credit inquiry on my report that negatively affects my overall credit score, all for a vehicle purchase that I cannot move forward with due to the unexpected down payment requirement. Despite my efforts to communicate this issue with the dealership and request that they work with me to address the miscommunication, they have refused to accommodate my request. I have confirmed with the staff that this down payment requirement is a store-specific policy and is not applicable company-wide, further highlighting the lack of clarity in their communication. This experience has not only caused frustration but has also raised concerns about the transparency of Bill Jacobs **** financing policies. I believe that it is crucial for dealerships to clearly communicate all financial requirements upfront, especially those that may impact a customer's credit score. I feel that I was misled during the purchasing process, and as a result, I would like to request that Bill Jacobs *** take responsibility for this lack of transparency and provide a resolution. I appreciate your attention to this matter and look forward to your assistance in resolving this issue. Thank you.

  Business Response

  Date: 11/07/2024

  
  Thank you for sharing your feedback. We truly regret that your experience with us fell short of your expectations, and we want to take the opportunity to address your concerns directly.
  
  We want to be clear that requiring a deposit to hold a vehicle is a standard, industry-wide practice. It is not only a routine policy at Bill Jacobs *** but is common at many reputable dealerships across the country. The deposit you were asked to provide was the minimum $1,000, which is fully applied to the purchase price of the vehicle, not an additional fee.
  
  Requiring a deposit before proceeding with financing or securing a vehicle is an essential safeguard to ensure that we can commit to holding the car for youespecially since vehicles in high demand can be sold quickly.
  
  As for the logistics of completing the paperwork remotely via mail, we want to emphasize that this process, particularly when notarization is involved, can take a week or more. While we are fully equipped to handle long-distance transactions, we must follow the necessary steps to ensure everything is legally in order. We regret any delays this may have caused, but it is important to note that these steps are part of standard procedure.
  
  We stand by our approach as both fair and transparent. The requirement for a deposit is a well-established practice in the industry, designed to protect both our customers and our business. We always strive to make sure our customers are well-informed at every stage of the process, and we are sorry if there was any miscommunication along the way.

   

  **** *****

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22523169
  
  I am rejecting this response because:

  While I appreciate your efforts to clarify your policies, I must reiterate that the requirement for a $1,000 deposit was not clearly communicated to me during our initial discussions. The lack of transparency from your staff has significantly impacted my experience.
  
  You mentioned that the deposit is fully applied to the purchase price of the vehicle; however, I was informed by your staff that this deposit would act as a hold and be returned to me. This inconsistency has led to confusion and frustration. Furthermore, the agency that approved my loan does not require a down payment, and given my current circumstances, I have opted not to provide one as I do not have this amount readily available, especially while seeking my own transportation for the vehicle to be delivered to me.
  
  Regarding your assertion that requiring a deposit is an industry-wide standard, I have not encountered this policy at other dealerships, which raises further questions about its application at your location. Additionally, my requests to speak with a corporate or regional manager have been denied, further complicating my ability to resolve this matter satisfactorily.
  
  As it stands, I now have a credit inquiry on my record due to a process that I believe was mishandled, and I am disappointed by the unwillingness of your dealership to address the miscommunication from your staff. I hope that you will reconsider your position and work with me to find a solution.
  
  

  Business Response

  Date: 11/07/2024

  We understand that the requirement of a $1,000 deposit for holding a vehicle may have come as an unexpected surprise for you. To be clear, our deposit policy is a standard and widely accepted industry practice, at least here locally in the *********** area. This deposit is not an additional fee but is fully credited toward the purchase price of the vehicle when the transaction proceeds. It serves as a commitment to hold the vehicle for the customer while financing is arranged.
  
  However, we acknowledge your feedback regarding the communication of this policy. Our goal is always to provide clear and transparent information, and we regret if this was not sufficiently explained to you during your initial interactions. The deposit requirement is typical of dealerships in the *********** area, and if there was any miscommunication, we genuinely apologize for any inconvenience caused.

  In light of your feedback, we are open to further discussion and would be happy to explore potential solutions. However, we stand by our policy of requiring a deposit for the reasons stated earlier. We want to emphasize that the deposit is applied toward the purchase price of the vehicle, and we would be happy to continue working with you if you decide to proceed with your purchase.
  

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair 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.

  Ok so I had a terrible experience with these people when I had an issue with an old 2014 mini two years ago. They suckered me into spending almost 9k in repairs. I got another mini used 2021 with 19k miles on it to replace the 2014. I scheduled an oil change with them back in April. Take the car there and they say heres a loaner . Fine. I didnt want to spend ALL day for an oil change but you know what, ok. I had a loaner and nothing to do that day. Hours later. Probably 4-6 cant remember but it was ready. Fine. They claim the s**** was stripped on the oil pan due to last oil change and I needed another oil pan eventually. I told them I had a warranty and they did take care of that for me the following week. Today, I had an appt scheduled for 930 am. Now, I get there at 9:20am and drop it off and head to the waiting room. At 9:40 they come to tell me they are backed up and blah blah. Look, its an oil change. I had to drive 40 mins up there just to be told its going to be more time. Why even schedule these appts then?? Complete waste of time like I have nothing else to do but spend time at a dealership all day. I demanded they release my car. These people are ridiculous. They dont care about wasting your time and they arent honest. One thing that sticks out to me is when two weeks after paying $4800 to have my 2014 fixed by THEM it breaks down. Over heats. I go back there. They claim their all point inspection didnt catch it. I get quoted 1800. Ok fine then 20 mins later AFTER I pay the 1800 they come to waiting room to tell me when a car over heats we look for blah blah. Ok, why the heck didnt you look at it WHILE you were inspecting it 20 mins ago so I know what Im spending ?!? Who does that!?! So then I have no choice but have to pay their additional cost over 1k more. I should have learned my ******* I have now. Never again. Be careful trying to refute this too because I have EVERY text message from *****. And I will gladly provide them

  Business Response

  Date: 10/18/2024

  We are sorry to hear about the troubles that ** ********** is having with his 2014 MINI. 

  We did not sell him the 2014 MINI and we would recommend that he talk to the place where he bought it because of the sizeable repairs that were needed.

  We saw it for the first time on May 22nd 2022. It was 10 years old with over ******* miles. 

  it was quoted as needing a new TPM module, issues with door locks and windows, Oil filter housing gaskets, needing a cooling system flush, brake fluid exchange and leaking radiator. Out of good faith to the customer because of the large amount of repairs, we offered the customer a complementary detail and sizable discount off the retail price of the repair. We did inspected it as thoroughly can be done in this situation and found no other issues.

  After making these 1st repairs and full pressure being brought back to the system, the check engine light went back on after the customer drove it. After we inspected it for the 2nd time we found that the water pump was now leaking (which was not leaking originally because of the lower pressure due to the original problems). This was an unrelated repair to the 1st repair. 

  We have always been upfront and transparent with ** **********.

   

   

• Initial Complaint

  Date:10/02/2024

  Type:Sales and Advertising 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.

  The dealer sold me a new car on 9/28/24, dealer said I was approved at 4.99 % rate with no money down, On 10/01/24 the dealer contacted me via phone and asked come to the dealer apparently due to some system issues on 9/28 there was some other paperwork I had to sign, I returned to the dealer and was informed that the bank didnt approve my loan dealer wanted to breach the deal and do a new contract under ***** % percentage rate or return the vehicle, I agreed to return the vehicle, however, while waiting for someone to remove my license plates (which were transferred from my old vehicle) the finance lady kept talking to someone higher up, and offered me a deal the deal was to keep the vehicle with no money down at 9.99 % percentage rate, by that time I was very stressed out and already waiting for my **** to go back home, she then convinced me saying it was a good deal. I cancelled my **** and went back to her office, she then voided the previous deal and did the new one which I ended up taking a ***** % rate. After I got home after the stressed out day I realized the scam I had gone through and learned this is a common scam made by dealers towards customers with poor credit scores. I read about the yo-yo scam via ****** and realized I became a victim of it. The finance lady asked for all the old documents stating I should not have any documents with her signature and took my previous contract and made the new one with the sale date of purchase 9/28/24. My point is: if the car dealer knew I had poor credit why did they lie about being approved and sale me the vehicle? This was a clear scam I was never told which bank had me approved, I feel its not fair for consumers to be scammed like that specially after they allow a customer drive off a brand new car. Ive attached a copy of the initial deal, that was the only copy I was able to keep before the lady took my old contract, and copy of the new one. Its sad and disappointing how the dealer fooled me.

  Business Response

  Date: 10/02/2024

  We do not bait and switch customers.

   ******** ********** came in on Saturday 9/28 to purchase a X1.

  ***FS was down all day Fri and Sat because of the hurricane in ** (that is where ***FS has their servers). This was a nationwide issue at every *** store in the country.

  We let her know the systems were down so we had very little information and we were going based on a guess that *** would approve her under the promotional rate. We did not promise an approval. 

  On Monday, when the systems came back up it was not approved at all. On Tuesday our finance manager worked extensively to get an approval from ***FS but because of the credit score it came out to over 10%. The bank decides the rate based on the history and we did not make any extra profit based on this change. 

  We did our best to get the lowest rate for the customer that we could. We would be happy to go over this info in person or on the phone if the customer would be interested. We pride ourself on being very transparent. 

  **** *****, GM @ Bill Jacobs ***
  ************
  

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair 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.

  We took our car in for an oil change. The car drove in just fine for an oil change. PLUS ***** broke our hood latch. It worked fine when we bought the car a year ago and we haven't touched it since. He admitted to me that when he tried to open it, it snapped. He stated that happens all the time and they just have to reconnect it. But supposedly it was broke when they tried to lift it so now we need to pay $600 to fix it.AT PICKUP-There are dummy lights popping all over it now. We live 45 min away. This car has driven weekly all over the Midwest with NO dummy lights but TODAY its overheating just to get home???! I feel they did something to damage my car bc I was mad about the cost and the latch. I CANT EVEN POP THE **** TO SEE IF THEY FILLED THE OIL BC THEY BROKE THE ****** I am going to find another shop first thing Monday and I want them to reimburse the costs to fix whatever they did to my car.

  Business Response

  Date: 07/08/2024

  This is 100% not true. The car was brought to our service center and we did pull it into the service drive and try to open up the hood to show the customer the different checkpoints that we do with each and every customer. While the customer was watching, they saw that the hood would not open. The customer did admit that they had not successfully opened up the hood in the last year. We of course did not do anything to damage their vehicle on purpose. We are a very large volume & family-owned dealership that has been in business over 40 years and never once had that complaint. I have asked her several times for any proof for her suspicions so I could look into her issues and she has none. It would of course be impossible to prove a negative. We 100% believe this complaint to be completely baseless and vehemently deny any of these outlandish claims.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21951089
  
  I am rejecting this response because:
  They obviously have me confused with another customer. My car was picked up on Saturday, it overheated on the way home (after the service **** was closed) and they are closed Sunday. I have not spoken to anyone at the dealership today (Monday) so when and how have they asked me for proof. I am literally flabbergasted by this blatant lie. Who was this even submitted by?
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/08/2024

  I spoke to this customer myself last week. We talked about the latch and other things in detail. I stated that at no time did we ever see the hood functioning properly. As soon as we tried to use it in our service drive with the customer watch it would not open. Customer stated that they themselves had not used the hood in nearly a year so they were not sure it was functioning either. I asked the customer for proof we broke the hood latch and they could not provide any. Customer ended the call with me last week by saying she would *** the dealership for the latch. I believe the customer picked up their car on Sat. I am personally not aware of any other problem with their MINI after that. I spoke with our MINI service advisors today and they are also unaware of any recent problems. I can 100% say that we did not damage her car on purpose. It is a 2013, and being 11 years old, problems can occur out of the blue. If the customer would like to bring the car back to our dealership we would be willing to cover the cost of the diagnosis of the new problem. 

   

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

  GM

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21951089
  
  They say the best liars filter in a little bit of truth to make their story believable. The dealership was NEVER told WE hadnt been able to open the hood in a year. They were told that it had been opened the day we purchased it a year earlier and there had never been a reason to open it and that when their employee ***** pulled it too hard he stated and I quote it snapped; that happens all the time, it probably just needs reconnected. The car is being towed to a certified mechanic today. If things happen on 10 year old cars WHY didnt their very detailed diagnostic testing and their additional road test show an issue that caused a vehicle with ZERO previous issues, leaks or overheating to suddenly leak and overheat after they worked on it. Preponderance of the evidence shows that it is a result of their negligence. Not that I would EVER, but I cant take it back to them bc it cannot be driven without risking my engine. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/08/2024

  The hood did not successfully open at any time during our service visit.

  We did an oil change and a drive belt and do not believe a new problem is connected to the work we did in any way.

  If we had a chance to see the car again we would be happy to check it out. 

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21951089
  
  Here is Bill Jacobs chance to make this right. *he t coupling was damaged/cracked during the oil change they preformed.
  We know this for two reasons #1 the cooling reservoir needs to be moved out of the way to get to the oil filter since the * coupler sits direct above the filter #2 it had never leaked or overheated prior to this oil change.
  According to our mechanic, this is a common accident for inexperienced MINI mechanics since you can't really see the connection to the reservoir but the car would have shown signs of leaking as soon as it was done and that should have been investigated before the car was released to
  us.
  *o fix the break that they caused was $405 plus the $275 tow since the engine undoubtedly would have blown as well as additional things warping and seizing had I attempted to drive it back to the dealership as suggested by ****.
  I fully expect Bill Jacobs to reimburse me for these expenses. Additionally, our mechanic looked into the hood cable and observed no breakage or damage to it and states it appears exactly as what was originally stated by Bill Jacobs service advisor *****; that it snapped off and they reattached it so why they still insisted on trying to convince us to pay $650 for a new one was just dirty business.
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/15/2024

  I did bring this information to speak in detail to our service manager.

  Will was the technician that did the oil change and he has over a decade of MINI experience at our store. His call back rate is extremely low.

  This is an 11 year old car with ****** miles that had many lines of issues notated. Our service manager confirmed that we do have to remove it for the oil change but if it was broken at that time we would have quoted it. At 11 years old it would have been very brittle and could crack at any time. We do test the vehicle before it leaves and the coolant passed with no signs of leaking. It is likely that cracked off after we released the car.
  
  In an effort to close this case, the dealership is willing to cover the $400 repair. If that is agreeable please email me the bill and we will get a check sent out. My email is ************************************************

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21951089
  
  I am rejecting this response because I had to pay for a tow and repair. Im not going to be out the money to tow the car. Bill Jacobs is 100% responsible for this. **** is correct in that if it were cracked previous to the oil change they would have absolutely quoted it. This proves they damaged it during the filter removal/ replacement. This car never leaked a drip. It was driven on paved roads from the dealership 45 miles and according to our mechanic, who is willing to testify if it goes that far, it was almost completely drained of coolant when towed to him due to the cracked T coupling. I am willing to accept that this was a mistake or an accident but I dont care how long the mechanic has under his belt, this was the dealerships fault. They should be grateful that I mitigated the damages by having the vehicle towed, so as not to damage the engine, as opposed to driving it back to them to fix the issue they caused. Furthermore, they should be grateful that I have another car and didnt need a rental car for the week that the repair shop had it to fix the issue they caused. 405 for the repair. 275 for the tow.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/15/2024

  Please email me the bills for the tow and the repair to ***************************************

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair 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.

  We purchased a certified used vehicle from Bill Jacobs. While cleaning the wheels the day after we bought it, my fianc noticed grooves in both rear brake rotors. He took the vehicle to another local *** dealer and 3 local independent shops. They all told him the dealer obviously "pad slapped" the rear brakes, meaning they installed new pads on bad rotors to save money. They all said the dealer should have replaced both rear rotors, pads and sensor. After going back and forth with the dealer, sending pictures, speaking with *******************, the *** they said they would not do anything. We found out that it would cost them less than $1k to make things right, and the brakes safe. He offered no resolution at all. We have filed a few formal complaints with *** customer relations, also with no resolution.

  Business Response

  Date: 04/24/2024

  This is not correct. We certified the *** to CPO standards. Rotors are not required to be replaced on every brake pad change. Customer did reach out to *** and *** corporate did reach out to us. We gave them all of the information and the case was closed. We are very confident that we did everything to *** standards. 

• Initial Complaint

  Date:02/24/2024

  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.

  Me and my wife, both 23 years old, purchased a certified used vehicle from this dealership on 2/20/2024. We really liked the car, it was very clean. However the next day, not even a full 24 hours after the purchase, my wife calls me that the check engine light had turned on. I immediately called the dealership and told them what had happened. They told me to bring the car in so a technician can look into it. After over an hour of waiting they come back and tell me that their computer had picked up a code in the car for a ventilation sensor/oil separator, or something of this sort. Their solution to this was to erase the code from the car and send me on my way, and to contact a ******** dealer if I run into anymore problems. After they had cleared this light from our car, 30 minutes later, I did not even get to my house yet, and the check engine light turns on again. I had called one of the managers at this dealership and explained to him this situation. He also told me to contact a ******** dealership, and even proposed to set an appointment for us to get a service, which he never ended up doing. I went back to Bill Jacobs in Naperville and told them my vehicle has an issue and it needs to be resolved, because we had just bought it a few days ago. They offered to do another diagnosis of the problem and found the same problem they did the first time. They went on to say that they are not able to fix this problem because they do not have the proper equipment to do so. And when I asked about the warranty that had come with the purchase, they immediately said that this particular issue was not covered, and that this would fall onto us. When we asked about returning the vehicle, which as I mentioned previously, was just bought 3 days ago, they said that we cannot do that. We are very upset with this situation as this is our first vehicle, we spent our hard earned money on and this dealership is refusing to fix an issue we believe they 100% should.

  Business Response

  Date: 02/26/2024

  Mr and ************ purchased a 2018 ******** GLA with ****** miles on 02/20/24. The inspection (attached) was clean of any check engine lights or preexisting problems. While they were signing the paperwork our finance manager tried to sell them an extended warranty that would have covered the item they are concerned about and they declined.

  When they brought the car back and spoke with me on 02/23/24  we did pay ourselves to do a diagnostic of the issue and found it to be a value on the oil separator. Unfortunately that part is not covered under the standard powertrain warranty and they declined the warranty so there was nothing that we could do. Our Service manager confirmed that this issue would not have an immediate impact on the drivability of the car.

  *******************
  GM
  Bill Jacobs BMW

• Initial Complaint

  Date:02/09/2024

  Type:Sales and Advertising 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 2/8/2024 I was in text communication with a salesman from Bill Jacobs *** and was told that a $1,000.00 deposit would hold the 2011 camaro that I was trying to purchase with cash. After a delay in receiving the necessary payment information I paid the deposit, then sent a wire transfer for the remainder of the agreed upon price. I received a text message confirmation of payment along with a statement that the vehicle would be marked as sold to me. Hours after setting up a plane ticket and making arraignments to miss work to fly and finish the paperwork, I received a call that the vehicle that I had been told that I had purchased was sold to another person. I feel that the car has been stolen from me by Bill Jacobs and want them to honor our written agreement via text message. Courts have ruled that text messages count as binding contracts and as of now Bill Jacobs is in Breach of Contract. ***************************** called and stated that I did not have a signed contract, but the email I received today with payment information, did not say I had to sign a paper to lock in the vehicle as I had already paid a deposit to hold the vehicle for me to fly in and complete the paperwork in person

  Business Response

  Date: 02/09/2024

  Stock # F18052A was sold to a different customer on ******** at ******* by a different salesperson at our store.  Screenshot of the history in our CRM attached. The manager who receipted the deposit did not **** the car a pending sale and that was 100% our error. We sincerely apologize for that confusion. 

  ******************* was working on F18052A  with a different client advisor on the morning of 02.08.24 (who did not know it had already been sold). He did send in his deposit and payment quickly, but not before the previous customer.

  As soon as it was discovered the mistake we reached out to ******************* right away to let him know.

  We are not trying to back out of a sale, I just don't have a 2nd car to sell him. We sell between ******* car per month and while very rare, these types of mistakes can happen. There was no fraud or ill will intended. We are returning 100% of the funds back to ******************* right away.

  Please let me know if you have any other questions. 

  *******************, GM @ Bill Jacobs BMW

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21268772
  
  I am rejecting this response because:  I was able to transfer the funds with in hours of receiving the information for payment.   After the mistake was made to sell the car to another customer.  As soon as the mistake was caught my funds were not immediately released back to me. Instead **** Jacobs  waited, this is causing me unneeded stress on top of a already  stressful situation. Causing a migraine among other hardships. There should be Procedures in place to prevent a person sending money for a already sold vehicle.  On top of that I have lost work hours, dealing with trying to recover all my funds : S1,000.00 for deposit, $19,081.51 wire transfer with  additional $25 fee, plane ticket $259.98 that was purchased solely to pick up the car. Just a "Oops my bad" is not compensation enough for the stress that Bill Jacobs *** has caused me due to their breach of contract.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/09/2024

  The car was sold to a different customer on 02/07/24 so we had no option to sell it to Mr. ******** on the 02/08/24. We agree that our system failed to let the other managers know it was sold and we sincerely apologize for the mistake. We did let the customer know within a few hours of the mistake and have done everything to refund the customer ASAP. 

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising 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 had my vehicle for 4 months, extreme neglect caused body and mechanical damage to my vehicle, now they refusing to provide their insurance information

  Business Response

  Date: 02/24/2023

  Please see attached for a repair order, chat transcript with *** NA, and title details for Mr. *********** ***. We reached out to *** NA on 9/23/2022 for approval of a recall that is covered under a class-action lawsuit, but were denied by *** NA due to the rebuilt title (see chat transcript). Once denied, ********************** said he was going to take the issue up with *** NA and left the car on our property. After a couple weeks with no response, we asked ********************** to retrieve his vehicle. He did not pick up his vehicle for another month or so and complained about a scratch on the bumper. We waived the original diagnosis fee and repaired the scratch at no charge (see RO) and then asked him to pick up the vehicle again. This is an issue between ********************** and *** NA and Bill Jacobs *** has done everything within our power to address Mr. *********** concerns. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19449504
  
  I am rejecting this response because:
  

  THE dealership replied to the wrong case, 
  my problem is the their technician drained the oil and didn't fill it back up, and the refusing to provide liability insurance information
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/10/2023

  ********************** came in on 8-23-2022 with ****** miles on his vehicle, for his first visit ever at our store. He was complaining that the vehicle blowing excessive smoke from the exhaust pipe when accelerating, that the oil level was continuously going low, and that he has to add oil to the vehicle all the time. The electronic oil level measurement at that time was taken and was 9.2 L with a maximum capacity of 9.5 L. He wanted the engine replaced under a class action lawsuit that he believed this car was under. We explained that the class action lawsuit states we would have to do an oil consumption test on the vehicle and he would have to supply proof of ownership. There were no plates on the vehicle and he said he would have to work on getting proof of ownership since the vehicle was one of his inventory cars at his business. We filled the vehicle with oil and released the vehicle back to him. The second visit the car came in on 9-12-2022 at ****** miles because it was already low on oil after 167 miles and continuing to blow large amounts of smoke out of the exhaust when the engine is running. We submitted this information to BMWNA along with an application for vehicle transition from 9-16-2022 that shows he was the owner and listed his business as the seller. After we supplied the documentation to BMWNA they responded with declining coverage to replace the failed engine due to the vehicle having a rebuilt title which disqualifies it from this class action lawsuit. We explained this to ********************** and he asked for the phone number for BMWNA so he could complain to BMWNA for refusing to replace the failed engine. Eventually he picked up his vehicle on 12-2-2022 after 2 months of arguing with BMWNA, at that time he declined the work that he was arguing with BMWNA about. At no point in time did we ever drain oil from his vehicle.
  

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19449504
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  your invoice is incorrect and missing important data, your service manager would not allow me to pick up the vehicle, my vehicle was physicly damaged by your dealership, you then proceeded to let a 3rd party make repairs to my car without my approval they might have drained the oil by accident, ****** avoided my calls and emails for weeks ( I do have proof) your dealership refusing to provide your general liability insurance information,