Complaints

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 9, 2024, I came to pick up my newly purchased **** *** **, and unfortunately, the experience was far from satisfactory. While the salesperson, Connor Coleman, was installing the temporary license plate, he accidentally dropped a screwdriver. Regrettably, the screwdriver struck the vehicle, resulting in a noticeable dent on the bumper. I did not notice the damage in the dealership on Saturday due to interior lighting issue, but I noticed the dent the next day under the sun. On March 10th, 2024, I wrote an email to Jeff R*******, the sales manager, detailing the incident with my car and requesting a paintless dent repair. Unfortunately, I only received a response today, March 14th, and to my disappointment, the dealership denies any responsibility. They claim the dent was caused while loading or unloading cargo, which is inaccurate and unfair. Since the damage occurred at the dealership, security cameras should have captured the incident. Additionally, as a certified pre-owned ***, the car should have a documented history. These pieces of evidence could easily clarify whether the damage happened during the handover with Connor or not. However, the dealership refuses to investigate further, offer repairs, provide compensation, or even apologize for the situation. As a customer, I expected better service and accountability from your dealership. The dent not only affects the appearance of my vehicle but also diminishes its value. I am left with no choice but to escalate this matter further if a resolution is not reached promptly.

  Business response

  03/15/2024

  After personally talking to all parties concerned including the salesperson that was installing the License Plate as well as personally inspecting the screwdriver that allegedly created that crease, I have come to two conclusions:

  1- No screwdriver was ever dropped on that bumper. The screwdriver that is being referenced fell on the ground after the plate was installed and never touched the bumper.

  2- Even if a screwdriver similar to the one being used to install the license frame had fallen on the bumper, it would neve have been able to create a crease on the bumper. I tried to replicate it using the same screwdriver on a different bumper and was not even able to create a scratch, let alone a crease!

  This vehicle is a 3 year old certified vehicle with over 37,000 miles and it passed all of *** Certified Program stringent CPO inspection requirements. The customer was extremely meticulous in his inspection of the vehicle at time of delivery and never brought it to our attention. It was first reported after the vehicle was driven from Cincinnati, Ohio to ******** the next day.

  This case is closed.

   

  Robert S******

  General Manager

  Customer response

  03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  It feels like the dealership did not comprehensively review or investigate the case internally. The general manager only spoke to the salesperson personally, but since the incident happened within the dealership,. They need to spend few minutes checking their security camera, and they could find out what really happened.

  But unfortunately, since it's almost another week,. it is not sure if their footage is still there. It feels like they would not want to take on the responsibility. The dealership could use whatever reason to backup themselves and not take the responsibility. As a customer, since it's not occurred on my own property, I would not be able to provide any actual evidence against them but only wish for them to be honest and maintain ethical standards.

  Repairing the damage myself is not going to cost that much, my goal was to see if they really wanted to handle the issue properly. It's just sad to see how this dealership is handling the matter when the customer spent $50,000 at their dealership. 

  Thanks for  your assistance.

  Regards,
  
  ******* *****
  

  Customer response

  03/19/2024

  Per consumer via phone call to BBB:

  The business has agreed to review the issue and work toward resolving this with the consumer. This complaint is resolved at this time.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Paid on 1/31/2023 BMW tire,wheel,ding protection for 5 years. Next day(1/1/2023) I called to cancel this product no one returned my car. Sent email on 1/2/2023 telling them I do not want coverage please cancel. No response. Called my credit card and put dispute on this charge,

  Business response

  02/15/2023

  *** ****** has been contacted and the issue has been resolved. Any further questions please reach out to Clay M finance Manager st *************

  Customer response

  02/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******

  BMW Cincinnati North

  My apologies to the BMW team it was poor communication on my part. I would highly recommend this dealership. I love my new BMW!

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased a CPO vehicle on 1/20. Prior to purchase I was informed of an Environmental Protection Package (Sweeney Shield) that I had to accept and pay for whether I wanted it or not. I was told they charge $1599, but for local people it would be $899. This alone raises concerns... what difference does it make where someone comes from to buy a car? The reason I stated I didn't want it was because 1) I used to detail cars for a living and know how to do it myself 2) if they didn't prep the paint correctly, any application would only make it worse 3) there is no way to know if anything is even applied. They don't even tell you what they use. I was not given any option but to buy the product and I had driven 2 hours to purchase the car, so I didn't have much choice. When I got the car home under good light... there were etched water spots all over the car. IF there was product applied, it was done totally incorrectly and now requires even more work. I don't want their overpriced and unknown product. I don't want them to "fix" it... they had their chance to do it correctly and failed. I will take care of it myself and do it as it should have been done in the first place.

  Customer response

  02/13/2023

  Evidently this complaint was directed to the wrong individual at Jake Sweeney BMW. I have copied the correct person on this email who has agreed to refund the amount in question to my satisfaction. I am asking that you please re-open the case and mark it as satisfactorily resolved.
  
  ***** ********
  ************************

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/22/22, I had my *** diagnosed for a check engine light at their service center. Was told I needed a $792 engine thermostat, which I authorized. When I picked up the car, the light was still on. I was told I needed a filter which would be $7300 to make the light go away but not crucial. As I drove the car home, the engine started rattling. I called the same day and was given the next appointment day a week out. When I took the car in, they said the engine failed and now repair costs over $37514. They would not admit that the engine thermostat installation overheated the engine causing the failure. Furthermore, my calls were not returned for days. I have repeatedly called them and documented the times. The service tech assigned wouldn't even acknowledge me or make eye contact with me.

  Business response

  10/14/2022

  Vehicle was brought into *** of Cincinnati North service department on 9/22/22 at 144,805 miles stating engine warning light was on cluster. Diagnosis from *** master tech found faults for Selective cataylyst reduction for NOX sensors and oxygen sensors. Technician performed SCR catalyst test and system failed test due to low engine temperature. Owner accepted estimate to replace engine thermostat for $1313.93+tax and continue testing at no charge thereafter after *** diagnostic test plan recommendations. Once engine thermostat was replaced, technician found faults for the diesel particulate filter and SCR catalyst/NOX faults returned. Customer then declined the additional recommendations under the premise that the engine warning icon would not disappear due to faults persisting. The repair order was closed and paid on 10/3/22 and owner picked up their vehicle from service department. The vehicle then returned 10/6/22, exactly 118 miles later with the complaint of an engine knocking noise which was not present during previous visit or final test drive once engine thermostat was replaced. The *** shop foreman and initial technician whom had worked on the vehicle found severe engine knock coming from the lower end/bottom of the engine internally. The customer was then given an estimate to replace the engine due to connecting rod bearing failure. *** of Cincinnati North does not feel there is any culpability with bottom end rod bearing failure from replacing a thermostat or performing *** diesel SCR tests. The owner has been working with the service manager and dealership has been covering the daily rental charges of $44 per day until 10/14/22. Both *** center and owner are at impasse and owner was advised to get second opinion from unbiased third party company.

*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. ↩