Irvine BMW

We purchased our 2014 328d "certified BMW" from Irvine BMW in 2016. I have had all services done at the scheduled times. Nearly every time there has been some issue surrounding the execution of the service.
1) On one occasion they "lost" my car key for an hour as I sat waiting for them to find my key so I could drive home. Another time I had to wait around for approx. 30 min waiting for my car to be delivered to the front for me to go home.
2) The car broke down a few months after I purchased the "certified bmw" and needed the car towed to the dealership. (Fuel Pump needed to be replaced). They couldn't accommodate towing me, so I used AAA. I confirmed with the dealership BEFORE towing the car to them that I needed a loaner, they assured me that a loaner would be available. Upon arrival of the car being towed, we were then told that the loaner car would not be available and we had to be picked up (we went in tow truck to dealership).
3) they discontinued the loaner car service a year or so ago, and unless you book at least a week in advance and that it met their criteria for issuing a loaner (depending on what they needed to do to the car.) They replaced this option with providing a free Uber shuttle (I think within 20 mile radius). However, you can't depend on that either. Last time I had service, I couldn't get a loaner car (because it wasn't a week out in booking), yet while I went to have them book the Uber, their Uber app (they book for you) "wasn't working". As a result I didn't have a ride. I ended up calling a coworker to leave work to pick me up at the dealership and also have to bring me back. Waste of time/resources of my company to get BMW customer serviced.
4) On more than one occasion, I have received the car after service and it not being washed, despite having the car the whole day.
5) I took the car for it's last regular service in 8/2019. A couple of weeks after the appt., the diesel fuel exhaust light came on. I returned the car in 9/2019 to have this examined. It was admitted too at that time that the tech did not top off the fluid. I told them that made me skeptical that all of the other service points too may not have been done (despite being checked off as completed).
6) Last straw...2/2020, the fuel exhaust light came on again. I called the dealership and asked for specs on when the last time the fuel exhaust system had been topped off/replaced. I asked how often service for the diesel fuel exhaust should be topped off/replaced. I was told 1 year or 10,000 which ever is soon, I was told by the service adviser that is was last topped off in 2/2019 (77k miles on the car). When I had car serviced in 8/2019, the car had 87k (10k miles since last service). So in short, they did not perform the service when they should have (and I paid for as part of the oil change service). I researched my records and called the dealership back 15 min later and told them that in 9/2019 that I see that I brought the car in (as described above). The service adviser then said that they actually DID top of fluid in 9/2019 (different than what she had told me 15 min earlier).

Long story short, I don't trust Irvine BMW that they are doing the repairs/maintenance they say they are doing. Second, for the amount of money consumers pay for BMW, I expect a higher level of service.

Review: When I bought my car, I made it clear that a priority for me was that they provide a BMW loaner car whenever I have my car serviced. I was assured in no uncertain terms by the sales person that that was the case. This was my experience at my last two car dealers, so it did not seem like a stretch. I have brought my car in for service three times now, and not a single time have they had a BMW loaner car for me. This morning when I called to make an appointment, they told me they could not get me any loaner car (BMW or otherwise) unless I made my service appointment at least one week in advance. According to my service light, it is not safe for me to drive my car right now, yet they are telling me I have to wait a week.

The only reason I bought my car at this dealer, as opposed to a different BMW dealer, is because of the promise of a BMW loaner. I have never had this problem at any other dealer (BMW or otherwise), and I would have bought my car at differen dealer ([redacted] BMW) if I had know the truth about their loaner cars. There is no question in my mind that I was lied to when I bought the car.

The sales person from whom I bought the car no longer works there. The last time I was there I talked to a manager. He no longer works there either.Desired Settlement: I either want them to honor their promise -- that is, provide a BMW loaner every time I bring my car in for service (if these means they have to buy more loaners, then that is what they need to do), or else refund my purchase so I can buy the same car from a different dealer.

Business

Response:

Dear [redacted],

Review: I purchased a used car with 8,000 miles. Before purchasing the car I asked if there was anything wrong or missing. I was assured nothing was wrong or missing. Upon delivery of the car, BMW Irvine said they didn't have an extra key for the vehicle. But they assured me they would get the key. I have followed up several times with the dealership and they have not been helpful. An extra key for the vehicle is several hundred dollars. The dealership knew they only had one key when I asked if anything was missing (a fact they have not denied or refuted), they concealed this material fact, and then sprang it on me when I took delivery of the car.Desired Settlement: Deliver the spare key as promised or pay for the key.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

This complaint has been resolved. Thanks.Regards,

Review: On 4/13/2013 I bought my car to Irvine BMW to fix a smell that is coming out of my car. They convinced me that it was oil leaking smell that the Engine Shaft needed to be replaced for $401.28. The replacement did not take away the smell. I went back again in October 2013 for a routine maintenance and ask them to take a second look since the previous repair should still be under warranty, they said they couldn't smell anything and told me come back next time. We then went back again on February and they said it was a different problem, and that we need to replace the AC Evaporator unit for $3123.26Attached is the appointment and receipt for the Engine Shaft replacement for $401.28 04/13/2013. The last 2 pages shows that they finally checked my AC vent and saying its a different problem. As seen in the document, Irvine BMW finally admitted to "AC Evaporator Unit Leaking, Causing Odor" and quoted me $3123.26 for another repair!I'm just seeking the reimbursement of $401.28. Never mind that I usually have my baby in my car and she has been breathing mold for the the whole year! Thank you so much for your help! Please let me know if you have any questions. Sincerely,[redacted]Desired Settlement: $401.28

Business

Response:

Our new Service Director would like to assist you in resolving the issue. He left a phone message for you today. Please feel free to call him at ###-###-####.

Executive Assistant

Irvine BMW/Irvine MINI

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[redacted]@irvinebmw.com

Review: I purchase a new 2015 BMW X5 and it has a defect in the drivers seat which they have not repaired while putting me through considerable frustration, stress and danger. I had to contact BMW of North America and still the dealer is unwilling to do much of anything. While trying to resolve the issues, they once refused warranty service, made promises that they later denied making, in general had the worst customer service then any dealer I have come into contact with.Desired Settlement: Prior to filling a lemon law suit I would like to try and have them decide to purchase back this vehicle since they can not correct the problem that four witnesses have seen yet they claim can not be reproduced.

Review: On September 12 on the way to Los Angeles from San Diego our 535i got a puncture in the right rear tire. We went to BMW Irvine as it was the closest to us. after visiting the service person had told us that we should visit Big O Tires to see if we can get the tire patched up. We went to Big O Tires and they said that this tire is unabled to be patched up because of the tire type. In fact it says on the tire itself that it cannot be patched up. We were confused as to why a BMW Service Representative would tell us to see if it can be patched up. We then returned to BMW Irvine to tell them the tire cannot be patched up and was curious as to why we were sent to see if it can get patched. The then Service person [redacted] told us he can change the tire for us but needed to order the tire and would not be ready until the next day. [redacted] also said that our alignement was off and needed to be realigned. We asked how can you tell and he said just by looking at it. We obliged.Upon picking up the car the next day we noticed while we were driving that the car was pulling to the right. We thought after an alignment it should not pull. We went to BMW Encinitas the next morning to double check with them and they told us that the car needed to be put on a machine to see if the alignment really had problems and that you cannot tell by just looking. Again we are surprised we were told we needed an alignment without being properly inspected. I have since reached out to [redacted], and he told me I need to speak with his service manager Jose. I have called to reach Jose on several occasions in several days, as well as, left numerous messages for him to return my call.I have not heard from him and have not heard of any type of resolution to this matter.

Product_Or_Service: wheel alignment and tire changeDesired Settlement: See Complaint Text

Business

Response:

In the interest of providing the best customer service we will be issueing a refund for the amount of the alignment, $199.95. We will contact the client directly or the client may contact us at [redacted]@IrvineBMW.com

Executive Assistant

Irvine BMW/Irvine MINI

###-###-####

[redacted]@irvinebmw.com

Review: I returned the lease vehicle several month early and got new CPO vehicle promising my remaining lease payment will be forgiven. But after three month, I am still getting call from BMW finance regarding several fee.

I now believe that BMW refused to offered me CPO 0.99% finance and applied to other bank for higher interest to make more money. But they didn't realize now they have to pay fees out of their pocket.

BMW finance doesn't know detail about transaction and dealer is responsible for the fees.

When ever I get call or letter from BMW finance, I called my sales rep. But he was just saying that he told his manager and manager promised that dealer will send the payment. Still BMW finance told me they didn't have any communication with dealer at all.Desired Settlement: I like to return the vehicle. I lost the confidence on BMW service.