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:10/11/2024

  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.

  I purchased a certified pre-owned (***) *** X7 50i on June 27, 2024, with a one year *** unlimited mileage warranty. There was a sunshade issue that was pointed out before the purchase that we were informed would be fixed before we purchased the vehicle. This was not done. I made an appointment with *** of Columbia to get it looked at because I live 20 minutes from it versus the 2.5 hours away from the Springfield dealership. Upon arrival at *** of ******** on 7/26/2024, it was determined that my warranty was not showing up. After 2 hours of texts and phone calls with BMW of Springfield, I was informed that it was just an error that would be corrected. By this time, I had missed my appointment time. I made another appointment for the following week. Upon arrival on 8/1/24, I was informed by *** of ******** that I still had no warranty showing up. Again, I called/texted BMW of Springfield which I was informed it should be they had submitted everything to *** Corporate. After talking on speaker with **** ***** (BMW of Springfield) and ***** ******** (*** of Columbia, Service) it was determined that the Springfield location would send a PO/RO(?) to the Columbia location to pay for the diagnosis of the sunshade(did not send). After *** of ******** looked at it, it was discovered that there was a bulletin issued for the repair of the sunshade. They worked up the parts/labor quote. Since there was no warranty showing and it was a $7000 fix *** of ******** suggested that BMW of Springfield would probably rather fix it in their shop. After that I spent the next few weeks trying to get the information out of BMW of Springfield to get my sunshade fixed and the warranty established with lots of calls not returned and told things that were a portion of the truth but not the whole truth. After lots of research and calls on my part it has been established that I do not have the *** 1 year unlimited warranty that I was informed of at the purchase time.

• Initial Complaint

  Date:07/20/2024

  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.

  Was given the wrong vehicle in feb then they requested we return the title they sent (as it was for the vehicle we wanted to purchase not the vehicle we were given). It is now July 20th and although we have frequently called, have still not recieved the correct title for the vehicle and unable to register the vehicle that we have financed and are paying for while accumulating penalty charges for failure to register it.

  Business Response

  Date: 08/19/2024

  Customer came to the dealership already and paperwork has been corrected. We provided them with the correct floor mats as well. 

  Customer Answer

  Date: 08/21/2024

  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: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.

  Prior to purchase of the vehicle I communicated via email and telephone with an internet Sales person who sent me an email confirming that the vehicle i was interested in was a Certified ************* We negotiated and agreed on a price for the car contingent on me seeing and driving the car. I made the trip from ********* to Springfield to drive the car and make the purchase. When I arrived there was a discrepancy regarding the negotiated price that we resolved with me agreeing to pay $500 more than what was negotiated over the phone. Also, they said the vehicle was not a Certfied pre-owned *** as was communicated and for which I have an email from the Salesperson stating it was a Certified Pre-owned that I have provided to the dealership. They have communicated that they are working on getting it listed as a Certified pre-owned but have refused to provide any documentation or proof that this is in progress or has been completed. I have three pages summarizing all of the communications which included emails, phone calls, texts, etc. I have left several messages with no responses. I contacted *** Customer Relations who reached out to *** ********************** on my behalf and stated that *********************** or *********************** - the Sales and Service Managers would be contacting me. They never contacted me and I left *********************** a message on 2/22/24 and did not receive a call back. Certified pre-owned ***s include an extra 1 year warranty and other benefits such as roadside service, etc. Additionally, the manual in the vehicle was from a completely different vehicle and i have been trying to get a manual and they keep saying they are sending it and it never arrives. Also, since purchasing the vehicle, I realized that the spare tire and tools necessary to change a tire that should be with the vehicle are also missing. All of these items will end up costing me money to purchase. I have a detailed summary of all of the communications including dates.

  Business Response

  Date: 03/04/2024

  We at BMW of Springfield sincerely appreciate the opportunity to address the concerns raised by ***************************** regarding her vehicle purchase experience. Our dealership prides itself on delivering exceptional service and quality, and we deeply regret any instances where we may not have met our customers' expectations.
  
  Upon receiving this complaint, we have conducted a thorough review of Ms. ******* interactions with our team and the issues she encountered. We understand the importance of clear communication and the expectation set by the confirmation of the vehicle being a Certified Pre-*********.
  
  To resolve this matter to Ms. ******* satisfaction, we are inviting her to visit our dealership at her earliest convenience. During this visit, we will officially certify her vehicle, ensuring it meets all Certified Pre-********* standards. **************** will receive a copy of the certification checklist performed by our technician as well as a copy of the owner's manual, which is currently on order specifically for her.
  
  We are committed to rectifying this situation and ensuring that Ms. ******* experience with BMW of Springfield reflects the high standards of quality and customer care we strive to uphold. Please, ****************, contact us directly to schedule your visit so we can resolve this matter to your satisfaction.
  
  Thank you for bringing this issue to our attention. We look forward to welcoming **************** back to our dealership and to the opportunity to make things right.

• Initial Complaint

  Date:10/20/2023

  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 have a 2021 BMW and the service engine light came on to change the oil and brake fluid. I made an appt and brought it in.  When I left  the drain plug was loose or it was missing and the car started leaking oil and there was a lot of smoke everywhere. I had to get out in the highway and have an ambulance and state troopers come.  It was extremely dangerous and embarrassing. The entire engine burned up and I took it back to them and they kept my car for a month and a day. The did replace the engine.  They finally delivered it last week and now the subframe is damaged.  So now I have to wait for them to come pick the car back up and take it again to be fixed.  The car was in better shape before I brought it to them.  So now they have to work on it again. This is expensive and it has cost a lot just to get my car fixed but it still is not fixed.  I tried to reach out to BMW manufacturer CEO but he claims its not a manufacture issue.  Its expensive and I am on social  security. The BMW CEO said that the issue is between me and the dealer and it has nothing to do with it.
  I do not agree with that. Also, he just called me to tell me that he will not be able to pick my car up.  I have waited all day and now I have to reschedule all my other appts.  He has no respect for my time at all. 

   

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 BMW from this dealership a couple of weeks ago. The terms were for 60 months. I put $10000 on the $21500 car so in return financing $11500. I received the documents from Toyota Credit and it was a totally different story. I am charged the entire amount of the loan, $21500 without the money down. They are predators. Hard to believe that this is BMW who prides themselves on honesty and integrity. I am a disabled veteran and bought the car fir my wife. She continued to tell me that the deal did not sound right. They made us sign up for a warranty. I found out from the Missouri Department of Insurance that it is illegal. Just very saddened and want this deal either corrected or cancelled.

  Business Response

  Date: 10/30/2023

  We were able to cancel their products and refund the balance. 

• Initial Complaint

  Date:09/16/2022

  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 a car from ************ on Aug 20th, 2022. I brought my 2015 ****** Corolla as a trade in and they did and I still had a balance of a little under $4500 left on my previous loan. I paid $2000 Down payment to help offset that. The car was listed on the title info and paperwork as $16995. I expressed multiple times I only wanted a 48 month term loan. Everything was lined up to be 48 month term loan for $504 a month until ******* (who is already unemployed there now) ran numbers for GAP insurance because I had suggested I go through my ************* for GAP. He said he might be able to get it cheaper and came back and said great news, GAP actually made the loan cheaper and now my new payment will be $463 a month. I asked why it was cheaper and he said it was because it took the responsibility off the loan company. I signed the paperwork and was given a flash drive with all the info we had just gone over and proof of ownership the flash drive and everything Ive received from BMW of Springfield does not include the monthly term of my financing. A week from purchasing the vehicle I spoke to the financial company Westlake. They said the paperwork showed a 72 month term, not 48 and that the interest would cost almost ****** more for the extra 2 years. When I went in to speak with *** about it, I spoke with ***** in financial and he said I see where you were confused, if you make those payments of $504 the original amount you were going to, instead of $463, itll make the loan 48 months. I spoke to my financial company today to see what date it would be paid off if I do the $504, they said it would only pay it off 8 months sooner. Not the 2 years. I do not want this car after being lied to continually and the cost going up when the loan total should have been around ****** with everything included, but they pulled the loan for $24,157.82 on a $16,995 car that had a $****** trade in and only $2500 left on my previous loan. WHICH THEY DIDNT FULLY PAY OFF!!