ComplaintsforBMW of Morristown

• Initial Complaint

  01/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from the dealership on 11/27/23. The vehicle was only delivered with one key. Also my temporary registration has expired and my plates have not been delivered. Unfortunately my salesperson has done all that he can and he is not getting any assistance from his sales manager. Multiple emails to the sales manager and general manager have gone ignored.

  Business response

  01/04/2024

  After speaking to *************************, General Sales Manager at Open Road BMW of Morristown, he and ****** (salesman) resolved this issue yesterday. The key was in ********************* possession the entire time. He didn't realize the key was in the booklet with his paperwork. The plates were delayed because of the holiday. They were sent overnight via ***** yesterday and will be received today. 

  Sincerely,

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

  Customer response

  01/07/2024

  [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.  To be clear I was told that there was only one key and it was not until three days ago did they tell me where the second key was.  
  
  Regards,
  
  ***********************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have asked them to stop contacting me and have reported their emails as spam. They continue to send me emails and letters about buying my vehicle and I would like it to stop.

  Business response

  12/26/2023

  I'm very sorry for this inconvenience. Dealership personnel has put this into action. Our corporate office will reinforce this as well.

  Sincerely,

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

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had taken my son's car for an oil change to the *** shop ** Morristown. Since he is in college, we took the car out only few times and every time there was a smell of burning oil. Now the dealership is asking for almost $300 for a diagnostic fee to check if there is any oil leak.Kindly help.

  Business response

  05/06/2023

  The dealership has contacted the customer and is working with them to get this remedied. The vehicle was in our shop in January and the oil issue was visible with a video that we have shared with the customer. We will continue to work on finding a resolution.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have recently started to finance a certified pre-owned car from this dealer, but the car is already giving us problems. We have had the car for less than one month, and already the car is at a local *********** center. We have to get the car repaired, but the bill is coming out to be over $20,000.00. We have contacted the dealership about the defective car they have sold us, but they are unwilling to cover the costs to repair the car, which is still under manufacturer's warranty, and they are unwilling to give us a refund. This dealership lied to us about the status of the car.

  Business response

  09/27/2022

  Please see the attached service repair in the link below. It was provided by the dealership in Brooklyn. Our senior tech can confirm that the vehicle did not leave our dealership with that damage. The vehicle has **** miles more on it now than when it was sold and most likely the damage occurred after the sale. Many of the issues are a result of impact. We have been in contact with the customer and will be more than happy to work with him on the repairs at our facility. Anything covered under warranty will be honored. Our senior tech that inspected the vehicle prior to sale will be assigned to the repair.

  https://x1con.xtime.com/asrportal-inspect2/?&webKey=lifequalitymotor&token=lv389KRUPAIA1AGpXX

   

  Sincerely,

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

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BMW of Morristown perfectly exemplifies every negative stereotype of a shady used car salesman. I flew to ********** and paid them $86,000 cash for a 2019 ******** and they have failed to provide quality services every step of the way. They sent us on a **** mile road trip with tires that had less than 2/32 tread on them. They sent us the wrong title and took 4 months to get us the correct title (all while we were having to drive with expired temp plates). And most infuriating of all was the absolutely appalling degrading why they treated us throughout the 4 month ordeal of getting title to the car. They were rude and degrading and condescending throughout out the process. Their communication was exceptionally poor. They never followed up or communicated unless I contacted them. And they outright lied about their efforts to get the title situation resolved. I own several businesses myself and would be totally ashamed to treat clients this way.

  Business response

  04/26/2022

  The vehicle must have been special enough to travel from **** and we apologize for the delays. Unfortunately, out of state DMV causes delays that have frustrated all parties. We reimbursed the customer for the tires and even offered to buy the car back but they declined. We are proud of our great reputation but at times things fall through the cracks. We stand behind the product and our 50 yrs of business. The dealership will reach out to try to remedy the relationship.

  Sincerely,

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

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing in the hopes of resolving/fixing front and rear brake issues I am having after NEW brakes were put in by Morristown BMW on April 15, 2020. I have paid for and have an invoice for R/R of front and rear brake pads, rotors and sensor work that was done by Morristown BMW in **********. Since that work, I have been hearing my brakes squeaking when I apply my brakes as I'm leaving from my house and sometimes while on the road and applying my brakes. I have been into the Morristown BMW of ** now two times to have this problem addressed without any resolution. I took my 2010 528xi 4DR SDN AWD to Morristown BMW ** on November 27, 2020 and informed the advisor of the brake noises I was hearing and they took a look and could not replicate/duplicate my complaint. Therefore, I had to leave without my problem/complaint being resolved. The second time I took my 2010 528xi 4DR SDN AWD to Morristown BMW ** was June 23, 2021. I again informed the advisor of the brake noises I was hearing. They took a look and could not replicate/duplicate my complaint and again I had to leave without my complaint being resolved. To this day I can hear the "new" brakes installed by Morristown BMW squeak every time I reverse from by driveway in the morning and apply the brakes as I'm backing out into the street. I have also recorded this squeaking noise as proof that this is a real phenomenon and something that I (and others around) can hear. I would like to try and get this issue resolved as the "new" brakes should still be under warranty. I would NOT like to file a complaint with the Better Business Bureau and the *** to get this issue resolved. Please let me know how I can get my brake problem resolved. I can provide my car VIN number upon request. Supporting documents from the *********** visits can also be sent on request, but the company will have these on file.

  Business response

  11/05/2021

  We did full brakes on 4/14/2020 and we rechecked the brakes again on 11/27/2020 and 6/22/2021 for noise. Based on notes we cannot find a defect or duplicate the concern.     

  
  The vehicle is serviced between *** Morristown and ***************. At no time have they spoken to my Service Director. 
  
  We can certainly inspect the brakes again. If we can duplicate the issue we are happy to assist. Please contact Lenny ******* directly. (********************************************)

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

   

  Customer response

  11/06/2021

  
  Complaint: 16093118
  
  I am rejecting this response because: I brought the car in for the brake noise complaint twice and they were not able to correct the issue.  I to this day hear the brakes noises and have a recording of it.  I will contact the individual from Morristown BMW to see if the issue can be resolved.
  
  
  
   

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