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:06/16/2025

  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.

  I bought a ***** gx 460 2023 . They sold an extended warranty and I was told that any certified ***** dealer will accept it . Unfortunately that is not the case .I contacted my sales personal within 36 hours and inform him to pls cancel the extended warranty , tire and wheel plus gap . This is over two weeks he has not responded to me . I have emailed and called severallly . I also left voice mails . Sometimes they tell me he is at work but busy and he will call me back .Unfortunately he has not called back for two weeks . So I *** asking if you can use your office and help me resolve the problem

  Customer Answer

  Date: 06/22/2025

  I have resolved my problem . 
  thanks 

• Initial Complaint

  Date:02/14/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 *** Rockville in ********. I live in ********* so the finance officer estimated my taxes and title and plates and collected all of that money when we purchased the car. I went to my local county DMV to get my plates and the amount owed was less than I paid the dealership. I have made 3 calls in total to the dealership. I have also sent 2-3 emails and a text message to the sales associate asking for her help. No one has called, emailed or tried to contact me about this overpayment. The amount is not a large amount ($138.93), but I do not feel that this overpayment stays with the dealership. I would like to reconcile this but they are not responsive.

  Business Response

  Date: 02/23/2025

  Ms. *********,

   

  Thank you for letting me know your concern.

   

  I am forwarding this over to the tag and title department who handles those concerns.  

   

   

  I will make sure they contact you to go over if you have an overpayment or not.  If so we will gladly refund you what is owed.  

   

  Thank you!

   

  Customer Answer

  Date: 03/05/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22943392
  
  I am rejecting this response because: I received a call last week that they turned it over to their outside title and records company for review (which I paid them $135 to have this service at closing)

  .  I have not heard anything from them yet.  Yesterday *** called and said my tags are waiting for me in MD. I am so frustrated, I have my title and tags in hand from my county DMV that is attached with the discrepency. I have no idea why they would have another set of tags in ******** for me.  They are very confused with the situation.  So I am rejecting this response because I still do not of resolution on the money owed to me.
  
  
  Regards,
  
  ******* *********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/09/2025

  Type:Delivery 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.

  Received a recall notice from *** in October 2024 about a coolant issue on *** 2014 528i that I purchased from *********** in 2017. The problem may create serious risk for the car and my family. The authorized dealer claims the part has not arrived after several calls starting last October. However I am concerned about the safety of the of the car to my family. *** manufacturer may be to blame but no remedy from the authorized dealer.

  Business Response

  Date: 02/22/2025

  Unfortunately, We cannot repair something without the necessary parts.

  Thank you!

   

   

  Customer Answer

  Date: 02/28/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22918180
  
  Who can I reach out to get this part?
  
  
  Regards,
  
  ***** ***
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/23/2024

  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.

  We worked with BMW of Rockville starting from January to lease a *** car, they have checked our credit score, and based on the score, they agent provided the monthly payment amount of $667. We put in a down-payment on February *******. We have waited for more than 4 months for the car to be delivered. On July ******* when we went to receive the car as per the agreement, the dealership increased the monthly payment from $667 to $800 and said that this increase is requested by the leasing agency (**********************). We reached out to ********************** and their costumer service confirmed that they have not requested the increase and they don't have any file for us as we haven't received the car yet. Our case is still pending, we are stuck between the dealership and ********************** and haven't received the car yet. We still havent received the car and would like to work with you to resolve this issue.

  Business Response

  Date: 09/07/2024

  As shown in the email copy provided by the complainant, we have absolutely nothing to do with payments on a vehicle.. that is based solely on customer credit and the bank.  The customer told us his credit score was a certain number, which we based is payment estimates on.  When we sent his credit to the bank, his score was drastically lower.   We have gone over this many times with the guest, and even had the bank speak to the guest on a 3 way call.  

   

  The selling price of the vehicle has not changed. 

  Customer Answer

  Date: 09/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22187920
  
  I am rejecting this response because:
  
  
  Regards,
  
  Abeyah *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 used *** in Feb/March 2024 and immediately had it serviced for oil change and engine flush , new tires and purchased an auto repair warranty. I then took my car to BMW of Rockville (close in distance as 3 countys near me in ** didnt have a *** dealership. My car was given a 250 evaluation and I was advised to have service there and I did for brakes and oil and a few other things and my car qualified for a 3 year oil change if I paid ****** which would eliminate me having to pay for future oils changes which was a welcome surprise as my vehicle was a 2013 x3. I of course paid and was told to schedule for recall services as my car had recalls. I scheduled the service and recalls work took the day but all was done and no engine light was on and the truck was running. After two day it seemed like I could hear a loose belt sound so I called the dealership as the recall work was on the turbo charge system and I took it back to them and they gave me a loaner bc it was going to take a few days.After 3 weeks they said some parts of the turbo failed and they put a claim in with my warranty company which got approved. They started repairs and then said the entire turbo charge need to be replaced. That was approved and they started work & 4 weeks later they call me saying that during the 3rd test drive my engine locked up and I had to pay 18k or buy a new car. The manager never called ********* havent fixed my car or offered an exhange. Worse they forged my signature to the ******** company to indicate the repairs were good and I had my vehicle so they could get paid near 9k. Lies! They are trying to leave me with no car unless I pay 18k for the engine they broke or buy a new car. Yet they have a car exactly like mine with more miles for 12k and want to give me nothing for trade value or even exchange the vehicle so I can still have a working car. I want my vehicle to run at a minimum. They forged my signature and have been dishonest!

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was car jacked and my car received significant damage. I took it to *** in Rockville, ******** for repairs. The repairs included a broken back window and a broken door lock. I paid $1,600 to have these repaired. My car was in the shop for about 5 weeks. When I went to pick up the car, I noticed several new things that was not a problem when I dropped the car off for repairs. The sun visor was broken. One wiper blade was broken. The back window that had been replaced would not close. The seat had a cut in it and black dye was rubbing off, The silver strip on the door was scratched and badly bent. **** didn't seem to want to take responsibility for it . He said they have cameras everywhere and they didn't show anyone tampering with my car. My brakes had a grinding sound. It is strange that my brakes started a grinding sound AFTER I took it to the shop. I had an oil change done and when I drove away from that service the brake light was on. I bought the car from ******** *** in September of 2022, so I haven't had it for very long. I complained that something seemed to be wrong with the brakes, but when I told them about it, they threatened me. The Service Manager called *****************. I had purchased a *************** package for $1,000.00 when I bought the car in 2022. Passport *** is now claiming they have no record of it. They lied to me, either when I bought the car or now that I want to make a claim. I have been a loyal *** customer for many years. I paid over $40,000 for the car and I should be able to get premium service as a result. I have had good service from Rockville *** in the past but not so much this time. I want to allow them to make this right but so far I have been unsuccessful. I need someone to call me ASAP to see what can be done about my situation. I need a phone call but do not want an email reply.It is VERY IMPORTANT that someone call me at ************ as soon as possible. *************************

• Initial Complaint

  Date:07/01/2024

  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.

  June 17, 2024 - I dropped my 2015 *** off to get the retractable top repaired. They kept my vehicle for 2 weeks indicating it was due to a nationwide hacking and they couldn't get or track the parts. Finally. I was advised on 7/1:2024 My top was repaired and the vehicle was ready to be picked up. I immediately opened my top upon leaving the dealership. When I arrived home and attempted to close the top a portion of the top was broken. I immediately contacted the dealership and told them. ************** my service advisor would no longer return my calls. **************** the dealership liaison said ************** would call back. Finally, I drove from D C. back to Rockville and spoke with the Service Director , ***************** he was very negative and condescending. He refused to repair the car unless I paid more money. I have already paid ********. I can provide pictures, if that will help.

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 brought my car in for an oil change when I came to pick it up the engine light was on the car was misfiring. The drivetrain malfunction light was on, and the car was making a worrying noise as if a belt or something was stuck when I inquired as to why this was happening the dealership recommended About $7000 worth of repairs which I rejected. when I finally spoke to the general manager , he missed took my comment about his weak organizational culture (as being not accountable and disrespectful to clients and not having a customer first mindset) he accused me of culturally demeaning him based on his race ethnicity or something else, so clearly he didnt even understand what workplace culture was. when I asked him to look at the facts, and Why no one ever notified me of any of these lights being on of any issues even the video from the technician did not have any of these issues noted. It was only when I got into my vehicle and turned my car on that I noticed all these issues the general manager told me he didnt need to have access to any of the facts. He didnt need to look up my information. He didnt need to see my car. He didnt need to look at the recording of that the technician sent me or Investigate anything he was gonna go based on a 10 minute conversation he had with his service Director . I literally went in for an oil change, that was part of a $225 pkg I pre-paid for. This is completely ridiculous . See video- why is none of this noted or discussed, and I cannot access any information online, yet I come to get my car and it isnt drivable? And the general manager doesnt want look at the records look at the timeline review the video talk to the service technician look at the information online its despicable ******************************************************************************

• Initial Complaint

  Date:02/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dear Sir/Madam;I bought *** X5 45e from this particular dealer on March 20, 2023. I no longer own the Vehicle and the account has been paid in full. I had an ************* + 1 service agreement when I purchased this vehicle. After I sold the vehicle I contacted the dealer to cancel the service warranty on the vehicle and I was directed to Autonation Productcancellations. I contacted the department and I was asked for the following information. << I am currently in the process of cancelling your warranty(s) as we discussed. Please provide the following documents below so that we may proceed with your cancellation request.Please review the attached cancellation request form to ensure it is accurate. If everything is accurate, please sign, date and return the *** by replying to this email.If Proof of mileage is needed please provide.Proof of Payoff with vehicle information on letter Must be on the lenders letterhead showing your name(s), the vehicle information (VIN or Year/make/model) and that the account is paid in full.Please verify your address in case it has changed.Once the needed documents are received, your request will be submitted for cancellation. Please allow 6-8 weeks for processing. Should you have any further questions, please feel free to contact us back. Have a nice day.Thank you,************************* ]BOS Cancellation Support Desk Specialist AutoNation, ****************** ***********************************************>>.After I provided all the requested information I was told to wait 6-8 weeks for the warranty to be cancelled and to issue the refund. I waited 9 weeks and there was no response I contacted the department with any updates and they responded telling me the warranty cannot be cancelled and there will be no refund. So, therefore, I was puzzled by the response, I have never used the warranty and the warranty to kick in after ***** miles. So I expect a refund for warranty cancellations for 1) ultimate care +1 2) dent protection.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 January 17th I put my car in the shop, because it smelled like it was leaking gas. They charged me $225 and said I have no gas leak, but I left my oil cap off and they replaced it for me. Before taking my car there and leaving it for 6 days, my check engine light never came on. Now it's on daily. So, I contacted them for help with it and was told in order for me to get help I would need to pay again. I tried explaining to them that the light never did that before they had it all that time, and whatever they did during that time caused it. But, they are not trying to help me end this is horrible and I don't know what to do.