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Business Profile

New Car Dealers

BMW of Freehold

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 May 25th, I bought a brand new 2025 M4 Competition XDrive from Open ********* Less than two months later, with only 4400 miles on the odometer, the transmission unexpectedly failed. I had the car towed to BMW of Freehold, where it remained for a week without any updates or communication. Attempts to reach a service advisor were futile, and I was denied a loaner vehicle without explanation.After a week of uncertainty, I finally received an update: *** informed me that the transmission needed replacement, but shockingly, they claimed it wouldn't be covered under warranty. Their reasoning was based on the condition of my tires, suggesting potential "abuse" or track use, which I vehemently denyI've never mistreated the car nor taken it to a track.Upon reviewing the warranty details, it became clear that I had not violated any terms, yet *** continues to refuse warranty coverage. Despite reaching out to corporate for clarification, I have yet to receive a response. This experience has left me feeling deceived; *** markets the M4 Competition as a high-performance sports car suitable for track use, yet its transmission failed under normal driving conditions. Had I known about these warranty issues, I would have reconsidered my purchase. I feel utterly powerless and deceived by ***'s handling of this situation.

    Business Response

    Date: 07/12/2024

    HI,

    I had few conversations with **********************, as a *** dealer we don't have the authority to approve or deny Warranty claims. I personally spoke with field engineer and *** representative about this, and I assure you that their decision was not only based on tires condition (although it help paint a picture), but they also have data from the car. As representative of BMW of Freehold, I offered a very large discount on the repair which all we can do at this point.

    Thank you

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

  • Initial Complaint

    Date:06/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 told upon purchase of the vehicle that there was a warranty that pays $5000 if vehicle is stolen. Vehicle was in fact stolen. Been trying to contact the salesman (****) has left several messages for him and the sales manager no one is calling me back or reaching out.

    Business Response

    Date: 06/12/2024

    We spoke with customer, and we are working on a solution.

  • Initial Complaint

    Date:05/13/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a 2019 BMW X5 3/28/2024 and when I went to pick up the plates I told the salesman about the warning messages he said he will have someone look into it because I have 30 days. I attached pictures of the messages. The dealership said they will only give me a 15% for the repairs. I spoke to the service manager and he keeps telling me it’s a 2019 I replied that shouldn’t be a problem and if so why are you selling it? This was not an “AS IS”.

    Business Response

    Date: 05/14/2024

    Thank you for taking the time to speak with me earlier today. As per our conversation, please bring the car in when you are back in town.

     

    Thank you

    **** ****

    Customer Answer

    Date: 05/21/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    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.


    The dealership has offered to repair all issues for a cost to us of $2000 which we agreed on. 


    Regards,



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

  • Initial Complaint

    Date:08/10/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 traded in my vehicle and requested to have my registration transferred to the vehicle I purchased. I left the dealership with my new vehicle and a temporary 30 day non resident plate. I called the dealership at least once a week after purchase to inquire on my registration and the response I got was always pretty much the same.. you have to wait. I then reached out to *********** on Friday August 4th about my registration, being that my temp plate was expiring on August 10th. He got back to me and told me that I had to get a state inspection done before they can send out my registration. Of course Im upset because if I was told this sooner it would have been done immediately after purchasing the vehicle. Monday the 7th I go and get the proper inspection done and forward the paperwork to ***********. I then began to inquire about another temporary plate. He tells me that they can not give me another temp plate and that I should drive with the expired plates. He tells me that if I get any tickets that they will reimburse me. Breaking the law is a headache I do not want!! After getting nowhere for a few day I began to inquire about a reimbursement for a rental, a dealer plate, or even taking the 3 hour drive back to the dealership for a loaner until my registration is complete. All of my requests were met with an Im sorry we cant do that. *********** even had the audacity to ask me if I would be comfortable putting on my old plates that are still registered to the vehicle I traded in. My paperwork sat on someones desk for almost 30 days without them reaching out to tell me that I had to have the vehicle inspected before it can be registered. I now have a car that I cant drive because the dealership dropped the ball on registering my vehicle. So now I have to spend money on a rental that they will not reimburse me for. I am beyond upset and the dealership doesnt seem to want to help

    Business Response

    Date: 08/11/2023

    Dear *********************,

    As per our conversation, please go ahead and get the rental car for now and either I will arrange for a loaner car to be driven to you or continue to cover the rental expense until you have the proper plates for your new vehicle.

    If you have any questions, please reach out to me directly at ************

    Thank you

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

    General Manager

BMW of Freehold is NOT a BBB Accredited Business.

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