BMW of San Diego

Review: On June 28, 2013, we brought our 2012 BMW X3 to BMW of San Diego (BMW SD) because it was leaking water. Ten minutes after, a service advisor by the name of Mr. xxxxxx spoke to me and my wife. He said it was a radiator leak and was covered under warranty. Furthermore, Mr. xxxx told us that he will call when the vehicle is ready for pickup. He also told us to contact BMW Roadside Assistance regarding the Trip Interruption Program. We called this office and were informed of our entitlements such as hotels and meals reimbursement, up to $1,000.00 for one event. On this same day (afternoon), Mr. xxx called and informed me that they didn’t have the part, but it will be Fed Ex’d and will arrive on Monday, Jul 2.

On July 2, 2013, Mr. xxxx called and informed me that my vehicle was ready for pick up. When we arrived at the dealership, Mr. xxxx said the part appeared to have been hit by a rock and that it was not covered under warranty. I then requested for the part to be evaluated for BMW warranty because it didn’t look like it was hit by a rock based on my own assessment. But Mr. xxxx denied our request on the spot. So, we had no choice but to pay for the part. On the other hand, Mr. xxxx assured us that BMW Roadside Assistance will pay for our hotel and meal expenses because we had to wait for the part to arrive. Note that BMW SD had 5 days to properly evaluate the part, whether it was defective or hit by a rock.

On July 12, 2013, I sent my claim to the BMW Roadside Assistance.

On September 14, 2013, BMW Roadside Assistance denied my claim. The reason: Vehicle disablement was not due to a mechanical breakdown covered by the new vehicle warranty.

On September 30, 2013, I called BMW SD, and spoke to the Service Director, Mr.xxx . Mr. xxxx told me that he will look into it and will call me back within 24 hours. Mr. xxxx never called me back.

On October 2, 2013, I called Mr. xxx again and he said he was trying to contact the BMW local representative. Again, Mr. xxxx said he will call me in a couple of days. A week past and I never received a phone call from Mr. xxxx.

On Oct 7, 2013, I, again, called BMW of San Diego because it has been 5 days since Mr. xxxx said he was going to call me back. Surprisingly, Mr. xxx (General Manager) and Mr. xxx returned my call. Mr. xxxx informed me that I will not be reimbursed for hotel and meal expenses. I told Mr. xxx that BMW of San Diego is responsible, because the service advisor, Mr. xxxx, not only misguided me and my wife, but also misinformed us during the entire ordeal; from the time we dropped off the vehicle to the time we picked it up—total of 5 days! Mr. xxxx reiterated that there’s nothing he can do for me.Desired Settlement: This is a clear case of improper business practices by a prominent car dealership--BMW of San Diego. Since we were ill-advised by Mr. xxxx, who also represents BMW as whole, we need to be reimbursed for the hotel and meal expenses in the amount of $960.18. I deeply regret going to BMW of San Diego. I gave them my full trust because they carry the “BMW” logo. After all, BMW’s mission statement is to deliver “premium experience associated with BMW vehicles.” I did not expect to be misled and consequently suffer the consequences on my own without proper restitution.

Business

Response:

Hello- This response by BMW of San Diego is to inform you that the matter has been resolved. As a goodwill gesture, BMW has agreed to reimburse the customer the expenses that he incurred. This has been communicated to the customer and he has expressed his satisfaction with the resolution. Payment of this reimbursement is currently being processed and will be mailed to the customer, and the customer has been notified of this as well. Please let us know if there is anything further that needs to be done for closure of this matter. Thank you! [redacted]

Review: I both a car in december of 2014 and after some time the wright light was misty all the time I took it to nissan to see if they can fix it under the warranty but when they took the bumper of they said that the car was in an accident because so of the stuff around the light was clued together and the light didn't have a sealer so is not covered by the warranty and to go back were we got the car. I talked on chat with [redacted] and she took my number down and said somebody will call and nobody called yet . The nissan gave me an estimate of $570.00 for the commit work I did told [redacted] that I can fax in a estimate from the nissan or I can take the car to there dealer back were I both the car and they can fix the problem as soon as possible but no answer back. The car was used and the year is 2013 there was a previous owner of the the car so either they didn't know the BMW or the owner never told them they had an accident but I want them to repair my car because was like that from the time I got it from them. I both another car before and was OK so I would just like to solve this problem.Desired Settlement: I want the BMW to fix the problem with the light . I can bring them the car of they can deal with nissan just to give ok to fix it . Like I said the nissan gave me an estimate of $570.00 also have pictures of the inside when they opened it and it shows the stuff clued together.

Business

Response:

Good afternoon, Our Pre-Owned Sales Manager, [redacted], has been in contact with Ms. [redacted] and she will be bringing her vehicle to the dealership Friday, October 3rd. Thank you, [redacted]

Review: I was told my car had heated seats when I bought and I said how important that feature was for me to have. Further the situation was misleading had I not spoken to the car guy I sold my trade-in to I wouldn't have known or even understood I was signing a deal that had a balloon payment at the end of my 5 year loan. Further I have not once received a call back and have placed several complaints with BMW of North America that has not even helped me. Their manager [redacted] was rude, short, laughed at me and then hung up the phone on me when I asked for help with this situation. I have never felt so mistreated by any establishment. I am not one to complain lightly and I go out of my way to give positive feedback so this situation was bad enough for me to place a serious complaint. I asked for a new car and was told that was impossible. I then asked for $500 plus tax back which is the price of the seats online, my windows to be tinted, and LoJack. Which does not give me heated seats I will be stuck without them until I get rid of the car!! I bought a BMW so I would happily pay the 500 bucks to have the seats!!! Single women beware the stereotype is true at this dealership if they can take advantage they will.Desired Settlement: I asked for $00 plus tax, my windows to be tinted, and lojack since they said they wont give me a new car which is what I wanted

Business

Response:

Hello! The customer came into our dealership on 5/29/14 and had LoJack and window tint installed on her vehicle, in accordance with her requested resolution. We are not aware of any further unresolved issues. We sincerely appreciate the customer's business and hope she enjoys her vehicle. Thank you!

Review: I purchase a vehicle at BMW of San Diego on Dec 18th 2013. Where I was approve for the car a day prior. The dealer has schedule my car to go in for a repair two days after purchase for some minor body dings , mirror and a serpentine belt repair as request to be fixed before I agreed to purchase the vehicle. I received a Loaner car while my car was fixed a repair that should have not taken more than a day or two after countless efforts and passing two weeks I received the BMW back. I drove the car for a week and still felt the car acting odd after the repair. I tried to contact the dealer who sold me the car and received no response for approximately 5 days. In my efforts I contacted the dealer again on that day 29 days after the purchase I was contacted to take the car back because the loan was rejected. I received no written notice abut this even after the 10 period stated on the contract. I took the car back because I did not want to hassle with them for something that was not my fault and felt the car was a lemon after taking the car for a 180 point inspection when I face problems the week I drove the car of the lot from the first repair that lasted two weeks . As a student and full time worker they put me in an uncomfortable position. I signed the paper work and waited two hours to receive my check which was promised to be ready in the morning. After that had to wait 3 days for the check to be actualized with there bank. I was left without a car, wasted time out of work,time out of my personal schedule and left with a burden of finding another car. The day January 17 I returned the Car I was told all financial and legal responsibility would be liberated from my side. I returned the car and received my deposit. A week after received various letters of them running my credit various time beside the amount they advised me of. Two week I received the letter from the loan company stating my loan was rejected and I should return the vehicle if I hadn't by then. I still received letters from BMW and its services Now almost 1 month and a few I received a DMV renewal notice. Which brought me to file this complaint. This should have been fixed.Desired Settlement: I feel BMW should fix this by assuring me the car has been returned financial and liable to them. I should not have to waste more time to fix this issue that began because of mistakes on there part. I was left without a car and points that harmed my credit from buying another car. I wasted my time by asking for the day off to return the car and wasted more time to receive money that was rightfully mine. I feel they should fix this and pay for any fees that are associated. I do not want to have to receive another letter of there mistake that should have been handle immediately. How do I know the car is no long registered in my name and possible being driven by another person. I do not want to be held responsible for a vehicle that is no longer in my possession. I feel BMW of San Diego acted very unprofessional throughout this entire acquisition on this vehicle which I have been pained with for now 3 months. I held my part in returning the vehicle and signing over the proper paper work. I should have to waste any more time or effort in this matter.

Business

Response:

BMW of San Diego regrets that the customer was not satisfied with her experience at the dealership. The dealership has complied with all its obligations in this transaction and the lender’s inability to fund the transaction was due to circumstances for which the 10-day recission provisions in the contract did not apply. Moreover, the dealership will ensure that title to the vehicle is not in the customer's name. In any event, the customer has not provided any request for specific relief or resolution and has not indicated any damages that she incurred as she was refunded all amounts that were due to her. The dealership appreciates the customer’s feedback and regrets any inconvenience, but under these circumstances, the dealership is not aware of any further relief that is appropriate.

Review: I had taken my X5 in for a halo light that had gone out and throughout the process I got a personal phone call and I needed to take the vehicle back. After I got back in my vehicle and hurried home my wife called the service advisor, [redacted], to talk about the lighting and the cost and also to let him know that we've taken the vehicle back there within the last two months 3 times. As she was calmly talking he was being extremely rude to her for no reason up to the point that she was feeling bad because he was ridiculing her and ended the conversation with a "jajaja". We've only owned the X5 for a little over two months and to take the vehicle there three times within that small time frame is not what you would expect from BMW of San Diego and to top it off, having a service advisor that humiliated my wife.Desired Settlement: I would like BMW of San Diego to apologize to my wife for making her feel bad and for [redacted] to explain why he was being rude to her.

Business

Response:

To Whom It May Concern,

I have been in contact with Mr. [redacted] regarding his and his wifes Service experience here at BMW of San Diego. Mr. [redacted] seems pleased that the Service Director has also been informed.

Sincerly,

BMW of San Diego

Review: I took my 2014 BMW X3 in for the first service. It was due for the oil change, etc. I ensure that my vehicle is always in sound working order. I dropped my vehicle off on 2/13/14 at 10:00am. Approximately 6 hours later, I received a phone call from BMW service department stating that there is a nail/screw in my right front tire and it's leaking. The caller stated that he needs me to call him back as soon as possible to figure out how to proceed. I called back, and got a voicemail. At this point, I am at work and unable to play "phone tag." The dealership calls me back and leaves me another voicemail stating that the nail/screw must have been there a long time because the head of it is scuffed. I still have these voicemails. I was finally able to talk to the service department, and I told him that I dropped my vehicle off in perfect condition, and they looked over my vehicle before taking possession. I told him that a nail/screw can be scuffed and new in a tire. It doesn't have to be a new shiny nail right from the Home Depot. I have a very accurate tire pressure monitoring system and it did not indicate low pressure before I dropped it off. 6 hours later in their possession, the tire is actively leaking. When I picked up my car, not one person showed me the nail/screw. I was handed my key and paperwork and sent on my way. I was told it's my responsibility to repair the run flat tire earlier in the day. This damage occurred while in their possession, and I am still driving on this tire to this date because BMW has ignored 3 of my messages/inquiries via online and on the phone.Desired Settlement: BMW is negligent, and is responsible for damage that occurred to my vehicle during the vehicle service. They acknowledged that they did a walk around the vehicle when I dropped it off, and a nail/screw was not seen, nor was the tire low. This nail/screw was probably run over by many other cars in their service area. It should not come back onto a customer for their mistake. This run flat tire should be replaced by BMW of San Diego, and they should apologize for ignoring my, and letting me drive around currently, having to always put air in my tire to keep it filled. BMW is putting my personal safety at risk each day they refuse to handle this situation. It has caused me to have anxiety when driving. I shouldn't have to fill my tire up with air each day at the gas station.

Business

Response:

On 3/10/14, Mr. [redacted] (Service Director of BMW of San Diego) sent this message directly to the consumer via email as follows:

Dear Mr. [redacted]

Yes I purchased a nice used vehicle from there pre-owned lot, and I had a very good feeling about the whole process from start to finish. I know it is imposable for a Dealer to everything about a cars history, so I was impressed with there 30 day warranty they give on all there pre-owned inventory. I had a few minor issues with my purchase, I know it is impossible to know a cars history so I expected that there may be something unseen. I just drove right up to there service garage and was greeted and asked the reason for coming in, offered a loaner for the day while they fixed the issue. Very nice experience and I would recommend them to my mother or anyone else. Thank you G.M. and BMW of San Diego team.