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:05/19/2025

  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.

  The marketplace interaction was initiated by me directly. Although ***** paid for the repair, I independently contacted BMW Northwest to address damage caused during the service and handled the follow-up and escalation myself.
  
  cover those losses, reflect the breach of service responsibility, and hold BMW Northwest accountable to basic standards of customer ************* markets itself as a luxury brand. This experience has been the opposite.

  Customer Answer

  Date: 05/22/2025

   Complaint: 23321597
  
  
  I am formally rejecting this response from BMW Northwest. While the panel was eventually replaced, the service breakdown that led to this complaint was never addressed and their response selectively omits critical facts while reframing the situation to protect themselves, not the customer.
  
  
  1. The dealership returned a damaged vehicle to my family with full knowledge of the damage.
  The driver-side door panel was visibly scratched. My wife, not I, was the one who received the vehicle and no one disclosed the damage to her at the time. The service advisor later admitted they were already aware of the issue when I returned. This fact was conveniently excluded from their response.
  
  
  2. BMW Northwest only acted after I escalated and their response frames that as timely resolution.
  No repair was scheduled proactively. I had to follow up, take a full day off work, and personally initiate escalation to corporate before any replacement was offered. Their actions were not timely they were reactionary, and only occurred under pressure.
  
  
  3. Their claim that I was not without transportation is a misdirection, not a defense.
  Whether or not transportation was offered later, the core issue was the mishandling of service, the failure to disclose visible damage, and the burden of time, trust, and stress placed on me and my family. Providing a rental car does not cancel out misconduct.
  
  
  4. Removing *** Corporate and GEICO from the communication thread without my consent was inappropriate.
  This move limited oversight and transparency. I had to reengage *** Corporate myself a fact which, again, they failed to mention. That is not resolution; that is evasion.
  
  
  5. My compensation request is grounded in principle, not opportunism.
  I requested $3,000 not for the panel, but for the lost time, emotional disruption, and repeated failures in BMW Northwests service, communication, and accountability. Their refusal to acknowledge this request and their effort to reframe this as a simple repair issue confirms the very reason this complaint was necessary.
  
  
  In closing: BMW Northwests response is not only incomplete it is strategically misleading. I have acted in full transparency and professionalism throughout this process. I urge the BBB to keep this complaint visible and unresolved unless the dealership is willing to fully address the actual service failures that led to this situation not just the replacement of a panel.
  
  
  Respectfully,
  Andr Adeyemi
  
   

  

  Business Response

  Date: 05/22/2025

  BMW Northwest acknowledges the customer's concerns and appreciates the opportunity to respond.

  
  On April 25, 2025, BMW Northwest accepted responsibility for damage to the front driver-side door panel of the customers vehicle during a GEICO-covered repair. We committed to ordering the necessary replacement part and made arrangements for the repair to be completed. As of this response, the part has been installed and the vehicle has been repaired as agreed upon with the customer.

  
  The defect in question was a minor cosmetic blemish on the front driver-side door panel and did not present any safety or drivability concerns. In accordance with the customers request, ********************** did not attempt to repair the existing component but instead replaced it entirely with a new, genuine *** part. This course of action was chosen to ensure the customer received a resolution that met their expectations for quality and appearance.

  
  At no point was the customer without transportation. ********************** provided alternate transportation and offered valet service to minimize inconvenience. The customer did not physically deliver the vehicle for repair, but instead had their spouse deliver the vehicle, nor did they report any missed work as a result of this situation. Email correspondence occurred at the customers discretion and convenience.

  
  The service manager removed third-party participants (***** and ******** from the communication thread as their continued involvement was not necessary to resolving the specific repair concern. Their removal did not hinder or delay the resolution process.

  
  BMW Northwest has acted in good faith throughout this process and made every effort to resolve the issue in a timely and professional manner. We believe the matter has been resolved appropriately and do not believe the request for financial compensation is warranted given the level of service, transparency, and accommodations provided.

  
  We remain committed to providing exceptional customer care and stand by the integrity of our service team.

  
  

  

  Business Response

  Date: 07/02/2025

  BMW Northwest appreciates the customers continued feedback and the opportunity to clarify our position.
  To reiterate, the defect referenced in this complaint was a small blemish on the driver-side door panel. This was a cosmetic concern that did not impact the vehicles safety, performance, or drivability. At the customer's request, the part was not repaired but fully replaced with a new component.
  We acknowledge that the customer was not the individual who received the vehicle upon return, and we regret any miscommunication that may have occurred at that time. Once the issue was brought to our attention, we made every reasonable effort to remedy the situation, including offering valet pick-up and delivery services. While the customer states they took time off work, we respectfully note that BMW Northwest does not influence or control customers personal scheduling decisions.
  Regarding communications with ***** and *** USA, contacts were removed from the service thread to focus communication on the parties directly responsible for resolving the concern. At no point was this done to avoid oversight or evade accountability. The customer retained the ability to contact any parties they felt were appropriate, and we acted in accordance with our responsibility.
  We are sincerely sorry that Mr. ******* had a negative experience. It is always our intention to provide clear, timely, and professional service, and we hope that if he chooses to work with us again in the future, we can deliver an experience that better reflects our commitment to customer care.
  We respectfully believe that the matter has been handled appropriately and in accordance with customer service standards.

• Initial Complaint

  Date:01/13/2025

  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.

   
  Complaint: 22749589
  
  I am rejecting this response because:I paid $375 and told them I was worried about about this noise and told them exactly where it was coming from which was from under the middle to rear end of the under carriage. They only drove the car 3 mile and that was after the inspection and not before. They gave me a very vague 2-3 sentence paper of what they did which reads off as working as designed. Inspected Brake components and everything is okay. Test drove after inspection and could not hear anything. Checked for transfer case codes and found no current faults in drive train system. Looks like they didnt check the drive shaft that is a major rotational component when I said it was coming from that area. Instead they for some reason checked the brakes and did everything else I could have done at home like plug it in to a code reader and lift it up to look at it without touching it. Very bare minimum for a $375 diagnostic which is supposed to be hands on. A refund of $375 doesnt cut it when the damages exceed $12,000 now. I called other *** dealerships and have on audio recording of them saying they do a checklist of what they checked and not just a couple sentences and that they also take a video just like the video that I had when I got a multipoint inspection done after my oil change, tires replaced, alignment, brake fluid flushed, tie rod replaced, coolant replaced. They did a multipoint inspection after that which is supposed to be less hands on an visual but for their diagnostic they didnt do a video or checklist of what parts they actually checked besides the brakes. They also did not ask me to come along for a ride or charge more to keep onto the car longer to figure out this major mistake from which other dealers were surprised they didnt do after I told them what happened. By far the worst service and excuses Ive ever received. I have a whole list of parts numbers and from what Ive learned this was a bolt holding the driveshaft to the differential or something like that which is a rotational component. They did not advise me at all on what it could be after the diagnostic either. Seems like they like to lie a lot too because at one point they said like $8000 for parts on a phone call but then that jumped up to $9000 for just parts. I have all receipts and am very confident of them trying to cover this up with excuses for why they shouldnt have to pay.
  
  Sincerely,
  
  ***** ****

   

  in the undercarriage. They are trying to see if my warranty will cover the parts and are avoiding the blame for themselves. Called other mechanics including another dealership and they said they check for loose bolts but this dealer is trying to avoid the problem and get the warranty to cover it which is taking almost 2 weeks now and they gave me a Camry as a loaner for which Im thankful for, but in a situation like this I know they have *** loaners and they will not accommodate and give me one even though I know this isnt a quick fix. They keep making excuses because Ive gotten a *** loaner in the past from them and that was within a day. Very unprofessional way of handling business by them to try and shift the blame onto others. I just want my car back fixed correctly with no other problems caused by this later down the road. The least they could do it get me a loaner *** because of their at fault for missing loose bolts. Didnt want to go this far but they haven't resolved it.

  

  Business Response

  Date: 01/14/2025

  When the customer brought the vehicle in with the rattling noise it was not currently exhibiting the noise.  The customer was advised that we he should return when the vehicle was making the noise so we could properly diagnose the concern.  He asked that we look at it anyway.  We did look at the vehicle.  Faults were checked and common failures were looked at.  No problems were found at that time.  When the vehicle returned with the failure, it was evident that the failed part was not observable without significant disassembly and expense to the customer.  Without the vehicle exhibiting the symptom we would not have been able to justify disassembling the vehicle to inspect this part.  The customer has been offered a refund of the diagnostic charge, as a goodwill gesture, and a discount on the repair of the vehicle.

  

  Business Response

  Date: 01/21/2025

  we are unable to offer any thing further at this time.

• Initial Complaint

  Date:01/05/2025

  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.

  Thank you for your response regarding **** investigation into my vehicles brakes. I would like to clarify my concerns, as I believe my original complaint may have been misunderstood.
  
  At no point did I claim that the brakes were completely non-functional. My concern has always been that the brakes were not working properly, as there was a noticeable delay when applying them and a loud noise. This intermittent issue was something I brought to **** attention multiple times, yet they dismissed my concerns and assured me the brakes were fine.
  
  Additionally, **** claim that I accelerated two seconds before the accident does not contradict my experience. When driving in heavy traffic, it is common to accelerate and brake frequently to maintain a safe flow of movement. The key issue here is that when I applied the brakes, they did not respond as expected, contributing to the accident.
  
  Given that *** ignored my initial concerns and has now dismissed them without fully acknowledging the nature of the issue, I stand by my request for a refund on the recent brake service.
  I appreciate your assistance in facilitating a fair resolution.
  Cassandra 
  
  heavy traffic, where my brakes failed to engage properly, causing me to rear-end another vehicle.Due to **** negligence in addressing the brake issue and their failure to provide the necessary follow-up service, I am requesting a full refund for the services rendered during the last visit, totaling $5,360. Additionally, I ask for a formal acknowledgment of the dealerships mishandling of my concerns, which directly led to the accident. I trust the Better Business Bureau will assist in resolving this matter promptly. I look forward to your response and assistance in seeking a fair resolution from ***.

  

  Business Response

  Date: 02/17/2025

  Thank you for bringing this matter to our attention. We take customer feedback seriously and are committed to addressing all concerns thoroughly and professionally.
  

  Regarding your complaint, we want to clarify that the vehicle in question was inspected by a third-party company, which conducted a comprehensive evaluation of the brakes. Their findings confirmed that the brakes were functioning properly at the time of the incident. Additionally, the investigation revealed that the vehicle was accelerating two seconds prior to the accident.
  

  We understand that accidents are distressing, and we want to assure you that we have taken all necessary steps to assess the situation carefully.
  We remain committed to resolving any further questions or concerns you may have and are available for further discussion to ensure clarity and understanding.

  

  Business Response

  Date: 03/08/2025

  Thank you for reaching out to us with your concerns regarding your vehicle. We understand your frustration; however, we would like to clarify that your brakes have been thoroughly inspected on multiple occasions, both internally and externally. These inspections have confirmed that the brakes are in proper working order.
  As a result, we are unable to offer a refund at this time. We appreciate your understanding.
  Thank you for your attention to this matter.
  

  Customer Answer

  Date: 03/09/2025

   
  Dear *******,

  Thank you for your response, I must clarify several critical points that were either misunderstood or ignored in your reply. 

  1. The Brakes Were Not Working Properly. I reported intermittent issues with the brakes: - Made a loud scratching noise. - Delayed in responding (failed to engage properly). - Felt inconsistent and unsafe during operation. Despite my complaints, I was told the brakes were normal, per the BMW mechanic " it's common with *****" which clearly was not the case.

  2. Lack of Proper Testing and Transparency. You and ******* both have stated that the brakes were thoroughly inspected and working properly. However, no one has shared the findings of these inspections with me. In fact, the mechanic admitted they were "unable to recreate the noise or reproduce the issue", and the inspector claimed his software was having difficulties during the time of the inspection, preventing further analysis. At no point did anyone from *** or the dealership drive my car to experience the problems I encountered. As the owner and driver of this vehicle for several years, I am intimately familiar with how it should perform. For *** to dismiss my concerns without fully replicating the problem is not only unprofessional but also "deeply insulting".

  3. Safety Concerns and Breach of Trust. I entrusted *** with the safety of my vehicle and my family, including my children. The unresolved brake issue put us especially my children at significant risk. **** refusal to take responsibility for this failure is unacceptable.

  Given **** refusal to acknowledge the severity of this issue, I have no choice but to escalate this matter further. This includes: - Filing complaints with regulatory agencies, such as the ********************************************** (*****) and ************************************. - Pursuing legal action to hold *** accountable for the damages and losses incurred. I trust that *** values its customers and their safety, and I hope you will reconsider your position on this matter.

  Sincerely,

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

   

  

  Business Response

  Date: 03/19/2025

  Attached is a copy of the liability denial letter that was mailed on November 27th identifying their findings.  Thank you

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22771772

  I am rejecting this response because:
  While I acknowledge that *** provided a denial letter stating that I accelerated two seconds prior to the accident, this does not address my primary concern.

  As I have previously stated to *******, in heavy traffic, When driving in heavy traffic, it is common to accelerate and brake frequently 
  to maintain a safe flow of movement. The key issue here is that when I applied the brakes, they did not respond as expected, contributing to the accident.
  The issue is not that I accelerated; the issue is that when I pressed on the brakes, they did not respond as expected. Your( my) own data should show that I applied the brakes as hard as I could in an attempt to avoid the accident.

  Furthermore, I find it highly insulting that *** continues to dismiss my concerns. I did not ask for an explanation of what happened prior to the accidentI am fully aware of that. What I requested, and what I was denied, was access to my own vehicles braking data. That data would confirm my braking input and how the system responded. **** refusal to provide this information only raises further concerns about transparency and accountability.
  At this point, I am tired with this back-and-forth exchange that is going nowhere. As I have already stated, I have no other option but to pursue legal action, and I am fully prepared to do so.
  Sincerely,

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

• Initial Complaint

  Date:11/04/2024

  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 August 5th our leased vehicle with (***** miles) and under (12) months on the lease, received a "error drivetrain" message and the car shuts down in the middle of the road. (****************, **) We called *** Roadside, ticket #******* who calls a tow company and an **** for our pickup. The auto is picked up 2 1/2 hours later and taken to BMW Northwest in ******. The tow company used the "wrong" towing system and damaged the auto with $8000+ according the service department. We notified ************ and they filed a claim with the tow companies insurance. (Case #*******) and collected funds to repair the car only. We were without a car from Aug 5th till Sept. 24th and have receipts for Enterprise Car rent cost of $2,861.85 that we would like reimbursed. We were offered no loaner car during this time.

  

  Business Response

  Date: 12/04/2024

  Mr. ******* did request a loaner vehicle on August 7th, unfortunately we did not have an available vehicle at that time.  The Service Advisor did reach out on August 22nd and offer a loaner vehicle.  Mr. ******* declined the loaner vehicle on August 23rd.   This should have happened well before.  We are happy to reimburse for the days that lapsed between the 7th and 23rd of August.  We apologize for the inconvenience.  If this is agreeable, please let us know and well issue a check and send to the address on file.  Thank you 

• Initial Complaint

  Date:05/26/2024

  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.

  On 4/5/2024 I initiated a refund for my old cars warranty due to me trading in the vehicle I purchased from BMW Northwest. I was told 4-6 weeks for my refund and that a check of $3000+ would be mailed to me. I reached out to ******************************************************************* (finance people) on 5/6 and on 5/24 with no response on the status of the refund. I called and was told they are not in office, multiple times. At this point, no one will communicate with me in regard to this ongoing issue.

  

  Business Response

  Date: 06/27/2024

  The Check was sent to the clients old address.  A new check was issued at the end of May 2024.  If the check has not been received, please reach out.  Thanks

• Initial Complaint

  Date:08/02/2023

  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.

  Took my *** 2011 335i in to get a coolant leak fixed. Paid $300 for a full inspection and they gave me the issues plus the pricing to fix the leak. $4000 later they said it was fixedI pick up the car and within 30min there is more coolant leaking out. I take the car right back the next morning. They look at the car again and say this time its a hose thats leaking they missed it the first time . They charge me another $800 to fix the hose. They text me saying everything is good and checked and the car is ready..I pick it up and less than 10min later there is coolant waterfall flowing out the bottom. Immediately I turn around and bring the car back. They say they dont know how that could have happened because they checked everything before giving the car back. Now they say its the radiator cracked even though it was a brand new radiator and in the first video they sent they said the radiator was fine. Im supposed to talk with managers tomorrow. I have not given the okay yet to fix the radiator as I think they are scamming me at this point. The car is 10x worse then when I brought it in. Also, after picking it up the first time they left a massive tool jammed under my hood which made it so the hood cant even close. I took pictures of it and the service advisor acts like he knew nothing about it despite it being obvious and made it so my hood couldnt even close all the way. Please help

• Initial Complaint

  Date:06/06/2023

  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.

   
  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.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/17/2023

  This vehicle is currently in the shop.  We are working on resolution with the Service Manager at ************.  Thanks

• Initial Complaint

  Date:03/09/2023

  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.

  I purchased a 2019 440i *** from this location for $47,700.32 from this location on 8/26/2022 however I didnt pickup the car until 8/31/2022. I brought my concerns up two days after purchasing the vehicle that the brakes were extremely squeaky. They told me I needed to schedule an appointment to get them checked. I also had to get the rims refinished because the were scrapped when I purchased the vehicle. Long story short, after the service appointment I was told there is nothing wrong with the vehicle and to just enjoy my new car. The brakes continued to squeak obnoxiously, but I thought maybe it would just go away. December came and I found out the car needed to be serviced. Ive purchased 6 other ***s within the last 2-3 years and every time Ive purchased the car came serviced for a year, so this was very odd to me. I raised my concerns with this location and finally in January after reaching their corporate level they serviced the car for me. They werent very happy with this resolve as the service manager was extremely rigid and dry throughout this process. He never once directly spoke with me, but instead sent emails and texts and would send service advisors to me vs coming and greeting me himself. Of course, the brakes still squeak after. I decided to take my car elsewhere to get checked since then and I was told my rear rotors are lipped. Which means that they are bad and need to be replaced which also can damage the actual brake pad (which had occurred at this point) and other things surrounding! I have reached out to address this with the location and they are failing to respond to my concerns at all and are avoiding a response. When I purchased this vehicle it was at ****** (miles) I am now at ****** if that gives any indication to how much I drive.

  

  Business Response

  Date: 04/17/2023

  Mr. *********,

   

  It appears you brought your vehicle in on March 16, 2023 and the rear brakes were replaced.  We waived the labor fees associated with the repair.  I do hope this brought closure to your concern with the brakes.  Please let us know if we can assist further.  Thank you