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:04/19/2024

  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 1, 2024, I brought my car to Kelly BMW to address a coolant pump concern. The service performed included replacing the coolant pump and thermostat. Following this service, a test drive confirmed the initial fault was resolved.
  
  On April 15, 2024, I returned to Kelly BMW for routine spark plug replacement. However, upon driving the car after this service, the belt broke down. Kelly BMW diagnosed the issue as a failing A/C compressor and provided a quote exceeding $1600 for repairs, including parts and labor.
  
  My concerns are as follows:
  
  Recurring Issues: Despite passing inspections during previous services, my vehicle consistently experiences problems after receiving service at Kelly BMW. This pattern raises serious concerns about the quality of service provided.
  Potential Misdiagnosis: My independent research suggests the quoted price for A/C compressor repair aligns with market rates when parts and labor are included. This leads me to believe the initial diagnosis of a failing compressor may be inaccurate.
  Lack of Transparency: I requested to speak with management regarding the A/C compressor issue but received limited explanation.
  Due to these concerns, I chose to have my vehicle towed to a different repair shop (AAA Shop) for a second opinion. Additionally, Kelly BMW towed my car back to their shop without my consent.
  
  I am seeking a fair resolution from Kelly BMW, which may include:
  
  A thorough inspection of my vehicle to identify the true cause of the belt failure.
  Repair of the actual problem at a reasonable price, considering the recent service history.
  A clear explanation of the repairs performed and the reasoning behind them.
  I would appreciate the Better Business Bureau's assistance in mediating this situation and ensuring I receive a satisfactory resolution from Kelly BMW.

  

  Business Response

  Date: 05/01/2024

  
  *** ****** <***********************>
  Apr 25, 2024, 3:40 PM (6 days ago)
  to [email protected], ****, *******
  
  Dear Mr. *****,
  
   
  
  As you may recall, my law firm represents Kelly BMW.  The letter transmitting the above referenced BBB Complaint to Kelly BMW is dated 4/19/2024 and requests a response within 7 calendar days (by tomorrow).  I respectfully request an extension of the response deadline until 5/7/2024.  Please feel free to respond to this email or to call me on my cell number of ###-###-####.  Thank you.
  
   
  
  Best regards,
  
   
  
  *** P. ******
  
  ****** & ******, LLC
  
  *** ** ********** ******
  
  ********* ****  **********
  
  Office Phone: ###-###-####
  
  Email: ***********************
  
   
  
  CONFIDENTIALITY NOTICE:  This electronic transmission, and any attachments, contains confidential information belonging to the sender which is legally privileged.  The information is intended only for the use of the individual or entity named above.  If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or the taking of any action in reliance on the contents of this electronic information is strictly prohibited.  If you have received this transmission in error, please immediately notify the sender at the above address and telephone number, and promptly return this transmission to us.
  
   *** ****** <***********************>
  Apr 30, 2024, 10:24 AM (1 day ago)
  to [email protected], ****, *******
  
  Dear Mr. *****,
  
   
  
  I’m following up on my email below regarding the above referenced BBB Complaint and my client Kelly BMW’s request for an extension of the response deadline until May 7, 2024.  Please advise.  Should you want to discuss the same with me, please call me on my cell number of ###-###-####.  Thank you.

  

  Business Response

  Date: 05/03/2024

  May 3, 2024 
  Via Email ([email protected]) Mr. ****** ***** 
  BBB Dispute Resolution Team 
  1169 Dublin Road 
  Columbus, OH 43215 
  RE: Complaint No. ******** by ***** **** on 4/19/2024 
  Dear Mr. *****: 
  Thank you for forwarding to us the above-referenced Complaint. By way of our response, please note as follows: 
  1. 
  Our records for the February 23, 2024 service (coolant pump and thermostat replacement) show that the manufacturer's warranty on Complainant's 2007 vehicle had expired about 13 years earlier, on July 2, 2011, and that the vehicle had 151,543 miles on it when it was presented for service. The Complainant came in for a check engine light that was diagnosed to be a coolant pump speed deviation fault. A video regarding the same was provided to the Complainant. Complainant's Complaint confirms that "Following this service, a test drive confirmed the initial fault was resolved." Emphasis added. 
  2. Our records for the April 08, 2024 service (coil and spark plug replacement) show that the vehicle had been driven 1,510 miles since the February 23, 2024 service, and that it had 153,053 miles on it when it was presented for service. The Complainant came in for a check engine light (the #6 coil had failed, undoubtedly due to the age and mileage of the vehicle), not just "...for routine spark plug replacement" as alleged in Complainant's Complaint. Emphasis added. With Complainant's authorization, the coils and plugs were replaced and the fault was resolved. No other problems were diagnosed. 
  3. Our records for the April 18, 2024 service (power steering failure and check battery light), show the vehicle had to be towed to us. Our records further show that we performed diagnostics on Complainant's vehicle (compressor and related A/C components) and did not charge for our time in performing the diagnostics, or for the tow to bring the vehicle in for 
  inspection. After finding that the pulley had separated from the A/C compressor and was laying on the underbody shield of the vehicle with the drive belt off, we offered, as a goodwill gesture, to replace the compressor and related A/C components at dealer cost for the parts, with us providing the labor for the repair at no charge. The parts for this goodwill offer were to be genuine BMW parts consisting of A/C compressor and associated parts with a 2-year unlimited mileage warranty, with the labor to be done by a factory trained certified BMW technician. We were not only offering to replace the compressor, but also the condenser/receiver dryer and expansion valve, while also evacuating and recharging the system as defined by proper BMW repair guidelines for this service. The Complainant spoke to our advisor and service manager, each of whom explained to him the services to be performed. The Complainant twice declined our offer for goodwill assistance. The Complainant's Complaint confirms that Complainant chose to have his "... vehicle towed to a different repair shop (AAA Shop) for a second opinion." Emphasis added. 
  4. 
  We furnished the Complainant with detailed explanations, videos as needed, detailed repair orders, and detailed invoices, and performed only the work Complainant authorized us to perform. Despite our recommendations, Complainant declined to have us perform some of the recommended repairs. Complainant requested, authorized, and received towing services from us at no charge; at no time did we tow Complainant's vehicle without his consent. 
  Complainant's vehicle is seventeen (17) years old, out of warranty, and has over 153,000 miles on it. We enjoy working on all vehicles, including older ones, and helping our customers "stay mobile". However, it would be unreasonable for any vehicle owner to expect a BMW factory trained technician to predict what, when, where, why, and how a vehicle will experience faults and failures, especially in a vehicle of this age. Accordingly, we respectfully request that you close your file as it relates to this matter and particularly to our dealership. 
  Respectfully submitted, 
  By: 
  ???????? 
  **** ******, General Manager 

  Customer Answer

  Date: 05/14/2024

  Dear ******* Representative,

  
  

  I am writing to express my dissatisfaction with the response provided regarding complaint number ********.

  
  

  After reviewing the response, I believe that ******* misdiagnosis of the required repair services resulted in unnecessary expenses and inconvenience. The root cause of the issue was a faulty idle pulley, not a battery problem. This oversight should have been identified during the comprehensive inspection that ******* claims to have performed. The fact that the belt snapped as soon as I left the lot indicates that the inspection was not thorough, and the battery failure was a consequence of the pulley issue. I have serious doubts about the accuracy and reliability of ******* inspection process.

  
  

  Furthermore, I am concerned about the lack of transparency and communication from ******* management. Despite my repeated requests to speak with a manager, the only time I was contacted was when the vehicle was leaving the premises. This raises concerns about the overall customer service and accountability within the organization.

  
  

  I kindly request a thorough investigation into this matter and a refund for the unnecessary expenses incurred due to the misdiagnosis. I would also appreciate a detailed explanation of the inspection process and the steps ******* will take to ensure such errors do not occur in the future.

  
  

  Thank you for your attention to this matter.

  
  

  Sincerely,

  
  

  ***** ****

  

  Business Response

  Date: 05/22/2024

  Please see attached response.

  Customer Answer

  Date: 05/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
   am writing to formally request a partial refund of $500 due to the misdiagnosis and inadequate service provided by Kelly BMW.
  My vehicle was brought in multiple times due to recurring battery issues, as diagnosed by your service team. However, upon taking my car to ****** **********, it was confirmed that there were no battery issues. This was further corroborated by AAA when they inspected my vehicle. Despite these findings, your team insisted on a battery issue, causing unnecessary inconvenience and expenses.
  Additionally, after leaving the Kelly BMW lot, my vehicle experienced a broken belt. This occurred immediately following your team's supposed multi-point inspection, which I believe was not performed thoroughly, if at all. The belt's condition was clearly overlooked, posing a serious safety risk.
  When I attempted to discuss this matter with the General Manager, I was ignored until I had the vehicle inspected again by ****** **********. Given these circumstances, I feel that a partial refund of $500 is justified for the following reasons:
  Misdiagnosis of the battery issue, leading to unnecessary service visits and costs.
  Inadequate multi-point inspection that failed to identify a broken belt, which compromised my safety.
  Lack of proper customer service and communication regarding my concerns.
  I reject any claims suggesting that my concerns are unfounded. The only factual information is that I left Kelly BMW's lot with a broken belt after being assured that a thorough inspection had been completed, which was clearly not the case.
  I regret to inform you that I have lost all confidence in Kelly BMW due to these experiences. I hope you understand the severity of this situation and the impact it has had on my trust in your services.
  Please consider this request and respond at your earliest convenience. I hope to resolve this matter amicably.
  Thank you for your attention to this issue.
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/01/2023

  Type:Customer Service 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.

  Vehicle was left overnight for service and was damaged by hail storm. I was notified of damage to the hood, roof, and side of my vehicle at the time of pick up. Kelly BMW is refusing to fix damage that occurred at their facility.