Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I traded in my 2015 ****** on 11/29/2024 for a new *** X3. On that date, the dealership was not able to remove my old car's plate. Thus, they have mentioned that they will ship my plates to me. Due to the law in **, I'm obligated to return the old plates to DMV. As of today, I have contacted the business couple times, and received no updates regarding my old plates. I was not provided a tracking number, nor was contacted by them for update.

  Business response

  12/16/2024

  These plates were delayed in sending to the buyer, but were sent several days before receiving this BBB notification. The plates were overnighted to the customer and were lost in transit. We have provided the tracking label and number to the customer who has opened a claim with UPS.

  If you need additional information please contact ***** ***** @ ************

  Best regards, 

  ******* *********
  General Manager
  BMW of Bloomfield

   

• Initial Complaint

  10/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a vehicle for my business about a month and a half ago. I received temporary plates that expired Sept 20, 2024. I live in ********. I was told by ******* the manager that the plates and title info was lost in the mail by ? ***. However, I would have my plates in 2 weeks.I reached out to *** in ******** and they have not received anything from the dealership and requested that I receive a tracking number from them.I have also reached out to *** corporate offices with no resolution.They have ignored emails, texts and calls regarding a new temporary plate and tracking number.Our company is paying for a vehicle we can not drive. Their communication and poor service regarding this manner is poor business practice. Thank you for assisting my company in this manner.

  Business response

  10/10/2024

  The title was lost by Fed-Ex when sent to our out-of-state DMV processor. We submitted for a duplicate title and have received the duplicate title. The out-of-state DMV processor has the duplicate title and tells us that the permanent license plates and registration should be completed in 7-10 days from today. BMW of Bloomfield will pay for any summons received for expired temporary license tags until the permanent plates are provided. We apologize for the inconvenience and aggravation we have caused Ms. May. We will have the license plates and registration overnighted as soon as we receive them. 

  Sincerely,

  Mohamed Fahmi
  973-780-9538 direct extension

   

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 12th, I took my car to the dealership for an oil change. I arrived at 9:30am and my car was finished at 12:30pm. At 5:51pm the same day, I was on the highway and my car completely shut down on me. I received a message that read "Drivetrain ************ * ************* not in park." I had the car towed back to the dealership around 8:30pm. The next day I was told that it seems the car is having issues starting, and I would need a new motor. I contacted my dad who showed up to the dealership a day later * now the issue was "the car was not getting ************* * it seemed to be a bad timing chain. After a couple of days of "testing" they deemed the car to be inoperable and would cost too much to repair, suggesting it would be best to invest in another car due to the year and the milage. I found it extremely odd that I have never had an issue with my car prior to bringing it into this dealership * a little over 5 hours after getting service, it broke down. While speaking to an advisor, he made it clear, multiple times, that while the car was being serviced, there were cameras running and available to view upon request. My father requested to see video of the service being done to ensure they did the service correctly * they denied it. Claiming that the only video that was available was through a cell phone, which is the video they take to show all of the diagnostics findings. Fast forward to July 9th, I have attempted to contact the dealership multiple times * constantly get redirected to a text messaging service. I informed them I have a tow truck arriving to pick up my car. I was told via text the car would be prepped and ready to go. Upon arrival, there was a car blocking mine * two vehicles preventing the tow from parking. Leaving me to find the owners inside. My car battery was dead * no-one came to assist with a jumpstart it to put it in *******. It had to be manually dragged onto the tow. All while valet stood nearby and watched while texting.

  Business response

  07/10/2024

  Dear ****************,

  I am very sorry to learn of the problems you have experienced with your 2013 *** X3. I have reviewed the service history and most recent repair order and found that on 6/12/2024 BMW of Bloomfield service department performed an oil and filter change and topped up the windshield washer fluid and inspected the tires and wheels, as you expressed a concern that the wheels might be bent. No other work or diagnosis procedure was performed. 

  I can understand why one would associate the vehicle stopping 5 hours after leaving the service department to some work performed during the service, but unfortunately the service performed could not have any relation to the vehicle stopping. The warning light/message you refer to is either an electrical problem in the transmission control system or a mechanical problem in the driveline and is not terrible uncommon in a vehicle with ******* miles. 

  I am sorry we cannot participate the cost of repairing the issues in your ***.

  Best regards,

   

  *********************************
  General Manager
  BMW of Bloomfield

   

• Initial Complaint

  04/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 10th I had an appointment made to have my 2012 750li *** diagnosed because I had an oil leak on the car. They sent me a email the same day in regards where the oil leak was coming from. I had just purchased the car in July from a dealer ******. They sold me a Warrenty called perform first. My *** advisor was *********************. I provided him all the info he needed to contact the Warrenty. Days go by and I hadnt heard from the dealer or Warrenty. I finally call the *** advisor the January 16 and he stated how the **************** wasnt responding and how their servers were down. So I called the Warrenty to follow up and yes they were experiencing server issues where you couldnt reach them. **** said he would keep calling and keep me posted. Now February 3rd I get a call from Hesh stating that hes been calling and hasnt been able to reach anyone and basically telling me either I pay to fix it or come pick up the car. So I picked the car brought it back home. I called the Warrenty about March 2nd or 3rd because the car wouldnt start and they explain to me how they approved the car to be fixed at *** for $8,100 leaving me with a deductible of $100. The **************** states that they emailed Hesh the *** advisor the approval and everything they needed to start fixing the car back in January 15 a day before the warranty started experiencing server issues. I now call *** asking to speak to a manager. I was speaking with ***** who went into Hesh email and seen the warranty authorization back in January 15. He then stated that the Warrenty didnt cover two parts which were the i joint and stabilizer. He said due to fact or their error in not seeing the email they (***) would cover those two parts for free since I had also paid the $250 diagnostic fee. Now the car has a blown engine and the Warrenty dont want to cover it and *** are telling me I need to pay for the engine which is ****. This is all *** fault. **** never checked his email and never back to me.

  Business response

  04/17/2023

  ***************** car was towed to BMW of Bloomfield severely leaking oil, we diagnosed the vehicle and reached out to a 3rd party warranty company as ************** requested.

  We started the claim process with the warranty company and a representative was sent to inspect the vehicle.
  

  The warranty company emailed us the approvals for the claim to repair the oil leak on January 15th, however, it went to the spam folder. 

  Since we did not receive the expected email we tried to contact the warranty company to follow up and found that the warranty companies phone system was out, the warranty companies "phone systems were down".

  We halted any work on the vehicle since we were unable to confirm the status and validity of the claim and the warranty company. The continued phone problem at the warranty company and the inability to speak to anyone at the warranty company gave us great concern with the validity of the claim and the warranty company.

  We continued to call the warranty company throughout the week and were unable to get through due to the phone system problems.

  We advised the ************** that we cannot perform any work until we get in contact with his warranty company. We also advised ************** not to take the vehicle due to the oil leaks and ************** told us he was going to take it and park it at home.

  ************* drove the vehicle out of BMW of Bloomfield. ************** continued to drive the vehicle until the vehicle stalled. The vehicle was towed to an independent non-franchised repair shop.  That shop told ************** that the engine has seized. ************** reached out to BMW of Bloomfield to let us know that he had it at another shop and that the warranty company phone system was back up.

  ************* neglected to tell us that the engine had seized.

  We called the warranty company to reactivate the prior claim and confirmed all the covered repairs. We then suggested ************** have the vehicle brought to BMW of Bloomfield for the repairs.

  Upon inspecting the car at BMW of Bloomfield, we found that ************** had driven nearly **** miles since the car was removed from BMW of Bloomfield in January 2023. We contacted the warranty company to input a new claim for an engine seizure. The warranty company denied the claim due to the vehicle being driven with the prior reported oil leaks.

  After BMW of Bloomfield confirmed the engine seizure, the operation of the warning light that alerts the driver to oil pressure and/or low oil level was also confirmed to be operational.

  We have offered to discount the repair to help the customer, however the warranty company considers the engine failure from low oil negligence and denied the claim. The warranty company also declined to participate in any way with the cost of the repair/replacement of the engine.

  Sincerely,

  
  *********************************
  General Manager
  BMW of Bloomfield

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'M VERY UNHAPPY WITH THE SERVICE THE SALESPERSON ( *********************) DON'T PROVIDE. NEVER FOLLOWED UP LIKE HE PROMISED MORE CONCERNED ABOUT NUMBERS THAN CUSTOMERS I WILL NEVER GO INTO THAT DEALSHIP AGAIN VERY VERY POOR CUSTOMER SERVICE!!! THAT'S NOT THE SALESPERSON I ORIGINALLY HAD WISH THEY WOULD HAVE NOT SWITCHED I WAS PLANNING ON PURCHASING A CAR. HE NEEDS TO WORK ON HIS CUSTOMER SERVICE SKILLS, HE'S LACKING KNOWLEDGE ABOUT CUSTOMER SERVICE , AND HE HAS TO REMEMBER TO ALWAYS FOLLOW UP THAT'S A PLUS. OVERALL I THINK THE DEALSHIP IS MORE CONCERNED ABOUT NIMBERS THAN CUSTOMERS BECAUSE THAT NOT THE FIRST BAD EXPERIENCE I HAD WITH *** BLOOMFIELD IT HAPPEN BACK IN **** WHEN I PURCHASE MY INFINITI Q45 I WAS THINKING ABOUT PURCHASING A *** FIRST BUT THE SERVICE WAS SO BAD THAT I WENT TO INFINITI. ALL ABOUT THE NUMBERS IT NEVER CHANGED STILL THE SAME AFTER ALL THESE YEARS SAD.STILL POOR CUSTOMER SERVICE!!!YOU DON'T EVEN GREET YOUR CUSTOMER WHEN COME IN.

  Business response

  08/12/2022

  Dear ********************, I am very sorry to learn of your experience but happy you took the time to communicate with us. I believe you were interested in finding a new *** 330. BMW of Bloomfield does not have any 330 sedans in inventory or in our allocation. The new *** 330 are not available at this time. Our salesperson offered a pre-owned 330 in an effort to help find an alternative to the new 330 since there were no new 330 available. I would be happy to speak to you directly to see if there is more that I need to know about your experience. You can reach me on my direct line at ************ if you would like to discuss this further. 

   

  Best regards, 

   

  ******* Finsilver 
  General Manager

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

  Customer response

  08/12/2022

  
  Complaint: 17705453
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *********************************

*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. ↩