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:04/23/2024

  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.

  On March 27th, I brought my vehicle in to address a routine recall concerning the blower motor. Prior to this, my vehicle had been trouble-free. However, shortly after the repair, I began experiencing sudden electrical issues. In an attempt to resolve them, I replaced both the battery and alternator, incurring about $600 in expenses. Unfortunately, the problems worsened, with multiple check engine lights appearing and the vehicle entering a limp mode, rendering it undrivable. Upon inspection by my mechanic, it was determined that the wiring from the recall repair was done incorrectly, leading to overheating and frying of the battery cable. Despite this, the Sandia BMW Service manager and representative refused to acknowledge any correlation with the repair. Issue 19V-579 and issue NHTSA CAMPAIGN *********** If there is a loss of electrical power to the vehicle, the vehicle may unexpectedly stall, increasing the risk of a crash. Electrical System 12v/24v/48v Battery Cables Electrical System Wiring Fuses and Circuit Breakers. I would like to sandia to tow the vehicle in and correct the issue free of charge as they were the ones who initially caused the issue. If not, I can get a second mechanics opinion on the issue get it corrected and seek legal action through A lawyer specializing in consumer protection or automotive issues.

  Customer Answer

  Date: 04/24/2024

  No a second mechanic has not nor has any legal action been taking yet. 

  Business Response

  Date: 06/17/2024

  To whom it may concern.

  The below is a response from the two employees that dealt with *** ******* **** ************ ******* ******** * **** *********** ****** ****).

  We offered *** ****** to have the car inspected for free to double check our work but assured him that in my time as a service advisor I've never had an issue with this repair from any of our techs.  I talked with **** ******* about the work he did, and he was not in the trunk nor did he touch the battery for any reason. I don't believe the damage he's talking about was caused by us.  He also said his car was in pristine condition, per his mechanic,  and if you look at our xtime report, his car had over 4,000 worth of recommendations.

  In short we would still offer for the car to be re-inspected and give feedback but from what we have gathered these are two different instances, one having nothing to do with the other.

• Initial Complaint

  Date:04/12/2024

  Type:Product 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.

  Purchased a vehicle over 1 month ago from Sandia BMW and also purchased a vehicle warranty. Found out warranty was cheaper elsewhere and was told by the dealership to submit online cancellation request at Group 1 auto website. Submitted request over 1 month ago and was told vehicle was not showing in their system yet so they could not process cancellation. Have called and emailed cancellation department and they will not return calls or emails. Called again this morning and was told vehicle is showing in their system now and cancellation process has not started. Need refund sent to my finance company Sandia Area Federal Credit Union. Paid appropriately $3500 for warranty and my finance company needs to be credited the amount of the warranty I purchased and process started. Requested to receive an email when cancellation process starts and have not received email with this information or call back as was promised from Cancellation Department.

  Business Response

  Date: 04/16/2024

  In regards to complaint ID ******** the matter should be resolved. 
  Ms. ****** requested cancellation of her extended service contract on 3/6/2024. This is a process that can normally take 6-8 weeks to complete. 
  However, our corporate office was able to get it completed sooner and it was processed on 4/11/2024 (one day before the complaint was filed).
  The check has been issued and sent to the lienholder, Sandia Area FCU at the address listed below for them to process. 
  Please let me know if you need anything else. 
  Thank you,
  
  
  
  
  ***** ********
  Used Car Director
  Sandia BMW/Mini
  6001 Pan American Fwy NE
  Albuquerque, NM 87109
  ***** ********
  

• Initial Complaint

  Date:01/25/2024

  Type:Delivery 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.

  Dealership sold me a vehicle they did not have the title too. Temp tag issued expired and I had to call them 5x to get a new temp tag. Two months later, my 2nd temp tag is expired, can't get anyone to return my calls and they have nor sent me a new tag or registered my vehicle. I've made multiple attempts at Contacting them and they won't comply.

  Customer Answer

  Date: 03/05/2024

  Good afternoon. Thank you for following up on this matter. Since my initial complaint, the sales manager did reach out to me and was very expedient in resolving the issue. He apologized and personally took care of the issue himself. Although I do not know what if any repercussions the salesperson faced, I am hoping it was handled in a manner where this type of situation does not happen to anyone else. The title of my vehicle was mailed to the previous owner, despite that person neither having paid off the vehicle, nor being the legal owner of the vehicle at the time. The salesperson lied to me on multiple occasions about the status of the title. I am grateful the issue has been resolved and I hope somehow this public complaint will prevent this from happening in the future.

• Initial Complaint

  Date:11/13/2023

  Type:Product 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 vehicle from Sandia MINI/BMW in March 2023 and sold it in August 2023. As part of the original purchase, I added three supplemental packages: GAP insurance, road hazard coverage, and a maintenance package. I was told that all three were eligible for a prorated refund in the state of NM and was provided the steps to request the refund. I submitted all required information at the end of august and was told to contact Group 1 Automotive if my refund was not received within 45 days. I contacted Group 1 who referred me to MINI/BMW customer service, who referred me back to the dealership. I have been in contact with Claudia M******* at Sandia BMW at least once a week since the end of September. She has been working to assist me in getting a status on my refund of the maintenance agreement as the other two refunds processed within 2 weeks of cancellation of coverage. Neither she nor I are receiving any kind of real update despite several attempts. I have been reaching out to the GM, Barry, since last week and am hoping for a connection and update there, but he has been aware of this issue for several weeks as well and does not seem to be assisting much so, I’m not sure how much help there will be there. This is taking entirely too long and I would like to see some resolution…or, at the very least, some response as to what the hold up is. Every day they hold on to my money is literally costing me money. I believe they should consider interest on the refund for every day after the 45.
  
  I am completing this on my mobile, but I can provide all documentation of helpful, though the dealership already has a copy.

  Customer Answer

  Date: 02/09/2024

  The day BBB reached out to the business they refunded my money by issuing a check to me. 

• Initial Complaint

  Date:10/26/2023

  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.

  10/24/2023 I took my Mini Cooper to Sandia Mini for a service appointment at 11am for 2 tires and a oil change. The drivers tire had a nail which was causing a slow leak which i notified them of and wanted to replace the passenger front as it had wear as well. I received a notification of "immediate recommended services which included a washer pump for the windshield wash that it was leaking. The other was for the check engine light. That was all those 2 recommendations. I declined the 2 and received a call from David the service tech that my vehicle was ready to pickup. Upon arriving and paying 749.38 in the parking lot my father noticed both new tires were missing the pressure valve caps. I went inside notified David and replaced my 2 that were not placed onto the new tires from the old. Then entering my vehicle the MINI has a sensor that will notify the pressure is off. The dealer should have done this if the work was done, the computer stated all conflicting tire pressures most notably the drivers front tire was at 10LBS of pressure. I thought it needed to reset the computer which was funny that i paid for it to be done. The computer would not reset and the tire pressure was off in all tires and indeed the drivers front was at 10lbs. I went in and explained to David that the tires were not aired but and he proceeded to tell me that the rim was bent which it was not going in and was never mentioned prior to the new tire mounted on it. The mechanic leaving for his emergency and a rim not bent that wasnt previously. No mention in calls, texts, or emails. All documents show everything was fine. Sandia MINI damaged my RIM while it was at their dealer getting serviced. I want my RIM replace that Sandia Mini damaged while at their service center under caused by their employees.

  Customer Answer

  Date: 02/15/2024

  Business contacted me and resolved issue, they went above and beyond and even detailed my vehicle.

• Initial Complaint

  Date:12/05/2022

  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.

  Purchased 2019 Mini convertible on December 6, 2021. By the time the deal, trade-in and papers were completed it was early evening and it was dark and cold. They had a young man come to orient us to the car, it was very brief and he was unfamiliar with some aspects of operation. Since then my husband experienced concerns with the convertible top and scheduled an appointment with the service department on October 13. The service department kept the mini for 5 days and told my husband they couldnt figure out what was wrong so they couldnt even tell us if it was covered by the warranty. They just kept saying that they couldnt figure out what was wrong. On the first day my husband took the mini in to determine what was wrong with the top, he remained in case they had any questions. He was observing the tech starting to work on the convertible top and he was using a tire iron and a screwdriver trying to get the top open. He asked ****, the service advisor, if the techs received training on servicing the convertible tops; the service advisor shared that "these converitble tops are tricky". We are very frustrated because the last communication my husband had with the service advisor, he told my husband that the entire top had to be replaced at the cost to my husband of $4300.00. We went from "can't figure out what's wrong with it, to the whole top needs to be replaced". Certainly seems to be much easier for BMW and definitely more lucrative.

  Customer Answer

  Date: 01/05/2023

  The business has called and consumer is satisfied. 

• Initial Complaint

  Date:11/08/2022

  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.

  My wife and I purchased a BMW at Sandia BMW with a BMW Ultimate Care + plan. We sold the vehicle after 18 months and 8460 miles of ownership. The plan was for 48 months and 50,000 of ownership. For some reason, the finance person at BMW sold us two contracts (******** for $999 and ******** for $700) for a total of $1699. When we applied for a refund we received $632.28 in April. We have tried multiple times to get the rest of the refund, working with ***** * **********, which apparently services these refunds and the person we worked with there (after multiple hours on the phone) said to re-apply, but only apply for one of the two...she told us to re-apply for the larger one since it looked like the smaller one was paid back (pro-rated). I did exactly as she asked and heard nothing for months. I've sent multiple emails to her with no response. I finally got a response today saying that they paid us back in April (the amount mentioned earlier), apparently forgetting all the time we spent in July only to get back to this circular point. We tried to get back with Sandia BMW and the finance person does not return my wife's calls or txts. This a terrible way to run a business and we have no intent of ever doing business again with Sandia BMW. We would like our entire pro-rated refund. I'm not sure if the confusion is that the finance person created 2 contracts or what it is, but they should own the issue. We have spent way too much time an calories on this issue.

  Business Response

  Date: 02/28/2023

  Sorry for the delayed response, this customer has been taken care of.

  Customer Answer

  Date: 03/01/2023

  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am willing to close this case.  As you can see with their brief response without detail, that is how they treat their customers.  I did receive a check from them, finally, after a lot of back and forth correspondence and poking and prodding.  All the time that i spent over the past year trying to get an issue resolved that was caused by Sandia BMW's finance department was worth far more than the check.  Sandia BMW needs to take responsibility for their mistakes and not put it on the customer to force them to resolve it.  So the long answer is:

  1.  Am I happy with the resolution?  Not really.  I think that because of the mistake that finance made with the original two contracts, which should have been one contract, the pro-rated refund was less than it should have been.  No calculations were provided but they deducted a pro-rated amount from both contracts, which again should have been one contract to begin with.

  2.  Will I do future business with BMW?  Most likely, NO.  I do like their service department, so I may purchase a car from another BMW out of state and possibly bring it to Sandia for service.

  3.  Would I recommend Sandia BMW to friends/family and colleagues?  NO

  Please go ahead and close this case as I do not want to spend anymore time on this issue.

  Thank you, BBB, for your support during this matter.

  
  
  
  Regards,
  
  
  
  ******* *******