Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was sold but the dealership caused a loss on the consumer for multiple tolls increased fee due to inconsideration to processing times. Dealer lost key to vehicle and vehicle came with no owners manual. Dealer is not responding

  Business response

  01/17/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you.

• Initial Complaint

  12/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was left a dealership was over 6 weeks during that time, they managed to misplace my car and loose my keys. Their work was mediocre at best, when they opened the trunk they have managed to misalign my trunk and the front bumper, while the gasket hangs loose. I receive no loaner or option to resolve on time or any help. I ended up putting on mileage on my weekend car, that has depreciated the car value. I have left a voicemail to manager to get back to me and started an email to have paper trail. ***** *** was rude and didn't care to resolve anything offered me $500 discount suggesting that's all Indians needs. I wanted to be treated with respect and dignity not as an second class citizen.

  Business response

  12/31/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  12/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I purchased a used vehicle and vehicle service contract from BMW of Fremont on May 26 of this year. We subsequently decided to cancel the ***. The right to cancel for a full refund within ******************************************************************************************************************* the contract and mailed a request to cancel to the obligor well within the 30 day timeframe. At this point, we were owed a full refund and there should have been no need for further action.However, it took several calls and emails over a period of months to get confirmation on September 26 that the contract would be cancelled effective June 10. We were informed that payment would be handled through the selling dealerships finance department and advised to contact them with questions after October 10. I took this to be a reasonable estimate of how long it might take to process ********** of today, no refund has been applied to our auto loan, and the dealership has been extremely unresponsive. The only reply we got was an offer in November to start the cancellation process, as if nothing had taken place before that time. When I responded to clarify the situation and demand more meaningful action, I again got no reply. The AutoNation website indicates that a cancellation request can take up to 8 weeks. It has now been over 5 months, and we have seen no indication that anyone at the dealership will act to address this issue. I have followed the advice of the ********************************** and contacted the backup insurance company for the *** in an effort to resolve this matter. We are still owed a full refund of $4328. In a completely fair world, we would also be due interest. I am hopeful that repeating my request via the BBB will be more effective than my numerous attempts to reach the dealership directly.Please let me know if I can provide any additional information. Thank you in advance for your prompt attention to this matter.

  Business response

  12/06/2024

  Thank you for bringing this concern to our attention. The customer's full refund amount was issue to their lender, **********, on December 2, 2024. Once the check is received by the lender, they will deposit the check into the customer's account. 

  Thank you. 

  Customer response

  12/12/2024

   
  Complaint: 22624878
  
  Unfortunately, I do not know if this resolution is satisfactory because the payment is still processing. I will check back in once I am able to confirm the refund with the bank.
  
  Sincerely,
  
  ******* ******

  Business response

  12/19/2024

  Thank you for your response. According to ***** tracking number 770417368783, the lender received the refund check on December 3rd. 

  Thank you. 

  Customer response

  12/20/2024

  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,
  
  ******* ******

• Initial Complaint

  11/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally complain about the poor customer service Ive experienced with **********************. Despite my repeated attempts to contact the dealership regarding the cancellation of my extended warranty, they have failed to respond to my inquiries. Over the past week, I have called BMW of Fremont daily and left multiple messages requesting assistance with canceling my extended warranty. In addition to phone calls, I submitted a message through their website, hoping for a response. Unfortunately, no one from the dealership has returned my calls or acknowledged my messages.This lack of communication has been extremely frustrating and unprofessional. As a customer, I expect timely and respectful communication, especially regarding matters that involve my finances. The delay in addressing this issue may result in unnecessary financial costs and inconvenience.

  Business response

  12/05/2024

  A member of the ***************************** has contacted the customer to assist with their warranty cancellation.

  Thank you. 

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am filing a complaint regarding BMW of Fremont's lack of response to my refund request for a service package.I purchased a *** X7 and a service package from BMW of Fremont. Unfortunately, the vehicle was totaled in an accident, and I have been trying to cancel the service package and request a refund for the unused portion.Initially, I visited the dealership in person to address the matter, but they directed me to email their finance department. I followed their instructions and sent multiple emails but have received no response. Subsequently, I called the dealership several times, yet the finance representative has never answered my calls or returned them.This lack of communication is unacceptable, and I believe I have taken all reasonable steps to resolve the matter directly with the dealership. I am now requesting BBBs assistance in mediating this issue and ensuring that BMW of Fremont processes my refund promptly.

  Business response

  11/22/2024

  Thank you for bringing this concern to our attention. A member of the ***************************** has contacted the customer to assist in completing their cancellation request. We sincerely apologize for any inconvenience.

  Thank you. 

  Customer response

  11/23/2024

  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,
  
  Luming Ma

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,I got a new BMX X5 from *** Fremont in March 2024, and then my windshield suddenly got cracks on 7/10. My car was parked in my yard without moving, any crash or collision. It is a totally new car and should be a stress crack which might occur under the high temperature.Then I went to *** Fremont and ****** ***** helped with the case. I sent all the pictures to him and waited for approval of warranty. On 8/21 ****** called me the warranty was approved, but they need several days to order the windshield and prepare me a rental car .Finally, I brought my car to *** Fremont for windshield replacement on 8/31 and got a free rental car from them. They promised to finish replacement for 3 days, but on 9/4 ****** said the windshield shipped was damaged and they need to order a new one. On 9/11, ****** said the new windshield was received and the replacement should be done on 9/13. When I asked to retrieve my car on 9/13, ****** told that *** would not replace the windshield under warranty and asked for about 1800$. He did not understand why *** went back on their word either and asked me to call *** US for push further progress. I called *** US for several times and they said I should contact *** Fremont. I requested a complain to them and the telephone operators promised to record the case and contact the *** Fremont. *** Fremont asked me to contact *** US. However, no one contact me and give any feedback till now. I complain the whole process during which they delayed the response every time and when I called BMW of Fremont, I got to wait every time and never know when they reply me again. After 2 months, they promised to replace the windshield under warranty and I sent my car there. After more than 2 weeks, they went back on their words and did not meet the promise. *** US and *** Fremont passed the buck to each other and none of them try to meet the promise. It is totally intolerant. So I now ask BBB for help with claim, thanks very much!

  Business response

  11/07/2024

  Thank you for bringing this concern to our attention. The customer brought their vehicle into ***** a cracked windshield. The service department assessed that it was caused by an impact and showed the customer the impact point. Because the crack was caused by an outside influence, it was not covered by their warranty. The manufacturer, ******************************, offered to pay a portion of the cost to assist the customer. 

  Thank you. 

  Customer response

  11/08/2024

   
  Complaint: 22480809
  
  I am rejecting this response because: The service department did promised to replace the windshield under warranty.  At the beginning I have provided all the pictures to the service department and waited for approval of warranty. On 8/21 ****** called me and told me the warranty was approved. Then I sent my car to *** Fremont, got a rental car there and was told replacement would take 3 days. After 2 weeks, they went back on their words and did not meet the promise. If it is not under warranty, they would not ask me to send my car for replacement and give me a free rental car. We have all emails and text messages showing all these negotiations. They refused to meet the promise at the last minute. It is intolerant.
  
  Sincerely,
  
  **** ****

  Business response

  11/14/2024

  The management team advised the customer that they would repair the windshield under warranty. However, the warranty provider denied the claim. Unfortunately, the management team cannot reverse or override the warranty provider's decision. The customer would need to contact their warranty provider directly to appeal their decision. 

  Thank you. 

  Customer response

  11/22/2024

   
  Complaint: 22480809
  
  I am rejecting this response because: I was told by *** Fremont service team that it was under warranty and sent car there. I called *** North America and they asked to complain against *** Fremont.  All I can contact is the service team. If you asked to appeal the warranty provider, then please tell who the warranty provider is and the what the detailed business name is, what the address is.
  

  
  Sincerely,
  
  **** ****

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I bought a used car from them in August 2024. 2021 civic EX. When we did the paperwork and test drove the car, dealer told us it came with 2 keys. We purchased the car and after paying for everything we were told that they had misplaced one key. We told the dealer that we didnt want to leave to avoid exactly what happened which was to get brushed off by the managers of the dealership. The car salesperson had been great and reassured us that she would find it the next day and mail it to us. We were then told that they couldnt locate it and that they would have to order one. Another week goes by and I was told that I had to get one Myself and they would reimburse me since this wasnt a *** they couldnt get a key made now. I got the key made myself, spent 2 hrs at the dealership to get a new key and submitted the receipt. Ive followed up a couple times only to be told the manager is working on it. I think they never had any intention to get me a second key but the problem is this is a no haggle dealership, which I accept but that should mean they should deliver on what they promise or say is coming with the car.

  Business response

  11/04/2024

  Thank you for bringing this concern to our attention. The General Manager has contacted the customer to notify them a reimbursement check was issued. 

  Thank you.

  Customer response

  11/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I', still awaiting payment and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********** ****

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sold my 2016 ******** **** C300 to *** dealership in Fremont on 06/20/2024 for the amount of $11,750. At the time when I handed in my car and title to the car, I was told that their system was down and I have to wait 2-3 business days for my check. I hesitated but was told there would be no deal if I don't take it, I figured it's a big dealership so decided to go ahead and wait.Afterwards, I was told the system is still not up, so waited a few more days, then it was waiting for authorization to print the check, then check will be mailed with tracking number, when I started to get upset, they told me they're going to Zelle me my payment which made me waited again.Then, I didn't hear back from the dealer, calls go straight to voicemail, when I called *** Fremont requesting to speak to a manager to help resolve the matter, I was told someone would call me back and no one did.Hoping BBB could help me get my money that is owed to me, thank you for your help.

  Business response

  07/12/2024

  Thank you for bringing this concern to our attention. The customer received payment on July 10th, 2024. 

  Thank you. 

  Customer response

  07/12/2024

  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,
  
  ************

• Initial Complaint

  09/12/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  As *** Fremont sold a loaner car without disclosing it, I returned *** X5 on August 1.However, proper title transfer was not completed yet making me have FasTrak invoice which was issued on August 11 21:02:23. I've sent multiple emails regarding this but *** Fremont didn't pay FasTrack toll fee and didn't confirm they completed title transfer to *** Fremont.Please have them pay & confirm regarding *** X5 return.

  Business response

  09/22/2023

  Thank you for bringing this concern to our attention. The FasTrak violation in question has been paid for and the customer is in contact with the management team to address any other concerns. 

  Thank you. 

  Customer response

  09/22/2023

  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,
  
  *******************

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a *** in 2021 at *** Fremont and during the purchase we purchased a "prepaid brake package." We were told that upon selling the car it would not transfer however, we could cancel and receive our money back if it was not used. We did sell the car and wanted to cancel the policy for a refund. We have tried for over a year to reach the correct person. We called and were told that they could not give out email or phone numbers, however, someone would be in touch with us. We had since moved to ************** so going in person to the facility was not feasible. I was finally able to make it out and when I arrived at the dealership I was told it was expired by 6 days however, I should contact the finance director. It has been a week now and still no response.

  Business response

  08/30/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

*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. ↩