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:05/16/2024

  Type:Sales and Advertising 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 pre owned 2022 hybrid vehicle in the fall of October 2022. While in the business office I was presented a full warranty with all the bells and whistles covered. I had to sign this though on an iPad and couldn’t read the agreeement or never received a copy when I left the dealer. While reviewing warranty information over my hybrid and to the manufacturer guarantee (Lexus warranty on hybrids is 8yr/100k mile warranty) I was questioning why I was sold this warranty. This warranty was almost 3000 extra and I was told it wouldn’t bump my payment much at all and just to sign it on the iPad. I tried to contact the dealer multiple times over my warranty and who it is through and was told that the finance manager wasn’t there by the clerk **** several times. I find this strange a finance manager at a worldwide dealer such as BMW was out of office this much. I sent multiple chats and emails and no return. I felt they deliberately were ignoring me and I felt this was off. When I finally weeks later started telling them I was going to share my experience they then contacted me. When I finally did get the warranty it was for a power train for 6 years and 72kmiles. This is useless with my existing warranty on Lexus and any dealer especially Lexus would know. When I ask for full refund because I never actually got to see this agreement just sign on an iPad and wouldn’t bump my payment, I am told it is prorated. I pointed these deceptive tactics out to the manager but he ignored them and stated it wasn’t in my contract to get a full refund. They should not be allowed to use an iPad to get someone to sign an agreement. I feel this was a hoax to get extra money for themselves. I want a full return of my money and no pro rated amount and an apology! They also sent me a form and it had nothing related to my warranty but pre checked with dings and dents and then had totaled on the form. When I questioned this they told me other excuses!

  Customer Answer

  Date: 06/06/2024

  Hello,  
  
  BMW in Chattanooga provided a partial refund of the extended warranty.  However, I think this is not good enough because I signed on a iPad with no copy or details of the warranty.  They never informed me my hybrid came with a 8yr/100k warranty from manufacturer and any car dealer would know this.  I feel they are deceiving people with making them sign on a iPad and give  no real copy of what they are signing.  I request a full return of money and they will not agree to this.  It took me multiple weeks of them ignoring me to even be given a copy of the agreement.  I want my issue corrected with a full return of money paid for the extended warranty’s this to not happen to future customers.  
  
  Thanks,
  ******* ****

• Initial Complaint

  Date:05/16/2024

  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.

  Vehicle purchase 4/8/2023. Perma plate was already applied to vehicle prior to purchase so I was told I had to pay for it. I had the conversation about reimbursement for prorated amount since I did not want the product but was told it was already applied so its included in the price. Traded the car in and per Perma plate the vendor, I am able to get a refund of a prorated amount of the purchase protection plan that was for 3 years. Only being in the vehicle 11 months that would leave them to reimburse me of approx. $416 dollars. I see this too often with dealerships alike providing incentives to finance employees for up selling products to provide employee more commission, this is a disservice to the actual customer when applying the product to all vehicles without giving the choice to the customer, only to further pad the pockets of the department and business.

• Initial Complaint

  Date:07/18/2023

  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.

  Bmw sold me a tire warranty for 4 years and it expired after 1 year. I have a contract states 48 months but the dealership doesnt see the warranty and I cant drive my car.

  Business Response

  Date: 07/18/2023

  BMW of Chattanooga Warranty/ vehicle protection processing team made a processing error in November of 2022.  BMW of Chattanooga has resubmitted and corrected this error as of 7/17/2023.  Please review attached picture showing active tire and wheel warranty for the 48 month period. 

• Initial Complaint

  Date:09/06/2022

  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 2015 BMW M6 Grand Coupe was towed to this facility on July 6th of this year of our Lord 2022.
  
  Today is September 5th of this year of our Lord 2022.
  
  BMW of Chattanooga (BMWOC) has been at odds with my extended warranty company (First Automotive) this entire time.
  
  The service department manager (Wes) "speaks" with the extended warranty company, then does not reach out to me about that conversation until I call Wes. Wes wants more labor hours than First Automotive is willing to pay.
  
  I have had to explain BMWOC's unwillingness to work with First Automotive TO First Automotive for 2 months. Apparently BMWOC's Wes is incapable of doing this.
  
  This is unacceptable.
  
  Now Wes/BMWOC want me to pay $2,600.00 to retrieve my car, even though my ***** ********** ******** ******** deductible is just $100.00.
  
  First Automotive claims BMWOC is ripping me off.
  
  BMWOC claims First American is ripping me off.
  
  ENOUGH!
  
  BMWOC and First Automotive have been employed by me to duke it out themselves.
  
  BMWOC has refused to provide me with a loaner car.
  
  In the interim my $135,000.00 2015 BMW M6 Grand Coupe has been parked outside BMWOC in the elements. Although an expen$ive car cover is in the trunk, BMWOC refuses to allow that cover to be put on, even though it can be tied down.
  
  I am sending a copy of this complaint to BMWCCA and BMW of North America.
  
  I am also filing a BBB complaint against ***** ********** ******** ********.
  
  As a 100% disabled veteran for PTSD, I have had to increase 1 of my PTSD medications (Gabapentin) because of these companies' poor customer service.
  
  PLEASE help me with this issue.
  
  RM1(SS) **** * ********* *** (RET)
  100% Total and Permanently Service-Connected Disabled Veteran ******* ** ********** ******************

  Business Response

  Date: 09/07/2022

  Mr. *********’s BMW M6
  was towed in with an engine issue. in order to properly diagnose
  the issue required labor hours totaling $2997.60.  The 3rd party warranty company
  does not cover diagnostic charge until a claim is approved.  The initial diagnostic is the responsibility
  of the vehicle owner then would be absorbed by the 3rd party
  insurance company if the claim is approved. 
  If the repair or claim is not approved by either 3rd party
  warranty company or by the customer then payment for diagnostic is to be paid
  to BMW of Chattanooga by Mr. *********.  It
  was determined from the diagnostic work that the engine needed to be replaced
  in Mr. *********’s M6.  Due to the high-performance
  BMW M engine that come with this vehicle the expense of a New BMW engine was
  not covered by Mr. *********s 3rd party warranty company.  The warranty company is sourcing a used
  engine from an outside vender and sending it to BMW of Chattanooga.  The amount of labor that this job requires is
  also greater than the 3rd party warrant company is willing to
  cover.  So Mr. ********* has the option
  of taking his vehicle to another location willing to do the labor for the
  amount the warranty company is willing to pay, but Mr. ********* would be responsible
  for paying for the diagnostic labor already performed by BMW of Chattanooga in
  order to take the vehicle or Mr. ********* would have to cover the difference in
  repair costs that the warranty company is not willing to pay if Mr. *********
  wants our certified BMW technicians to finish the repair. Wes Miller the
  service manager has discounted the repair as much as possible from 78 hours
  using KSD (BMW’s labor guide) to an agreed 53 total hours.  Mr. *********’s warranty company is only
  willing to pay 38 hours for diagnosis and used engine replacement.   
  The car cover was initially
  placed on Mr. *********’s vehicle but multiple times due to weather and wind would
  come off the vehicle and rub against cars parked next to Mr. *********’s BMW
  M6. It is in our experience that these covers left outside in the elements that
  get blown around by wind end up causing scratches to vehicle paint and BMW of
  Chattanooga does not want to be responsible or held accountable for scratches
  that occur from the car cover blowing around and rubbing Mr. *********’s vehicle
  or any other customer’s vehicle parked next to it.
  My recommendation is
  that if Mr. ********* does not trust that BMW of Chattanooga is providing him
  the best possible service in this situation, then he should pay the diagnostic
  charge and have his vehicle taken to a repair facility that he is more comfortable
  with. 

  Customer Answer

  Date: 09/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Replacement engine for my BMW magically appears the day after I file my complaint with the BBB.

  Shipping documents (bill of lading, carrier, etc.) for this $30,000.00 engine have mysteriously been misplaced by BMW of Chatanooga.

  Hmm...

  I'm certain the CFO and/or accountants for BMW of Chattanooga will be curious.

  How can you 'loose' shipping documents for a $30,000.00 engine?

  Hmm...

  Suddenly Wes the service manager calls today to inform me the engine has arrived, however again he is unable to work with ***** ********** ******** ******** about labor hours.

  Again, I spend 1 hour and 20 minutes on the phone with ***** ********** ******** ******** doing BMW's job.

  Why?

  Hmm...

  A BMW dealership should be far more professional in not only customer service, but also have spell check.

  Pretty Shady IMHO.

  
  Sincerely,
  
  
  
  **** *********