ComplaintsforBMW Concord
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Complaint Details
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Initial Complaint
08/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a new Mini ****** with *** protection in August 2022. Unfortunately in March ****************************************************** front of my house. After my insurance deemed the vehicle a total loss, I promptly contacted BMW Concord / Mini Berkeley to begin cancelling additional coverages so I could utilize the *** coverage purchased from the dealership. It has been 6 months, March to August, and the dealership has yet to fully cancel and refund my additional coverages. I have been unable to use the *** coverage -- that they supplied -- and I still have a lingering $3000+ balance on my credit reports. I have spoken with at least a half-dozen employees, some helpful and some rude and unresponsive. I have reached a point of frustration and decided to file a complaint.Customer response
08/13/2024
I recently filed Complaint ID: ********. I believe separate from my BBB complaint, my issue with ******** Concord was internally escalated to ***********************, ************ F&I Director. Within a matter of hours on Monday, August 12, ****** resolved my complaint, issued payment to ************** to pay off the loan and cut an additional refund check to me. My complaint is now resolved and can be closed with a satisfactory outcome. Thank you!Initial Complaint
12/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We were taken advantage of - as elderly adults living on a fixed income, when we purchased a pre-owned electric car from this location. We were sold an extended service contract for $4,380 and told very clearly it would cover future service of our vehicle. It has not covered a single thing. Recently the dealership did "required service" and then made me come out of pocket an additional $1,000. We have requested a full refund as we were misled. Next steps are an attorney general complaint as well as obtaining an attorney if we can't work this out via the this BBB complaint. Additionally, ***** attorney ************************* ********************************* threatened my daughter, who is trying to help us resolve this issue, with "liability for defamation" after she posted a negative ****** and Yelp review. We are sickened by his behavior and just wish to be fully refuned so we can move on. Thank you for your time and consideration.Business response
01/05/2024
First,we emphatically deny all of the allegations in this complaint and we deny any wrongdoing whatsoever. Second, it is our policy to deal directly with the customer involved. In this case, the purported daughter of the Talcotts, ***************, filed this complaint. She has no personal knowledge of the facts surrounding the Talcotts purchase of the vehicle, including their purchase of an extended service contract, their declination of a maintenance agreement, or their vehicles repair history. Based on all of the evidence to date, the Talcotts appear to be fully capable and coherent adults. Their daughters claim that her parents are now being subject to elderly abuse has no merit and is defamatory. Moreover, the dealership offered the Talcotts a pro-rated refund of the service contract per the contracts cancellation terms, however they declined and are instead demanding a full refund to which they are not entitled.Initial Complaint
05/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a MINI Maintenance Program Upgrade (**********) and AUL vehicle service contract (K2J08609C9) for my 2019 Mini ****** JCW Hardtop when I purchased the vehicle from ************************ ** 2019. I went back to the dealership to get a pro rata refund but the dealership has made their finance department, which handles these contracts, 100% virtual so they took my information and told me someone would reach out to me, but nobody has.These contracts are specific to a given dealership and can be refunded on a pro rata based on a specific set of circumstances which I have met: I still own the car, I have written a letter requesting the refund, I have an affidavit of the odometer mileage, and documentation from the lender stating that the lien has been removed from the vehicle.Essentially I am being held hostage because they refuse to uphold their end of the contractual agreement which states that I may request a pro rata refund if the conditions have been met. Yet nobody from the dealership will honor my request.Business response
05/24/2023
Hello, I just spoke to the client and wanted to hear what happened. The client came in yesterday afternoon and wanted to cancel his warranty. We took his name and number and told him we would call him back once we have someone available to help him. We did call him this afternoon and got the process started to cancel his warranty (3:09PM), before any notifications were received from the BBB.
Customer response
05/25/2023
I have received the cancellation forms via docusign signed by both parties from ************************* for the ********* (MINI maintenance) and AUL.Initial Complaint
05/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
First and foremost. *** had numerous ***s and never felt like I was getting hustled in your service department. I had the worst experience and have documented the actions that happened and have escalated it to *** corporate, due to the shady business practices that are happening at your location. Even when I called another location that serviced my car they confirmed that he was trying to price gauge me and told me if I didnt get it done it would damage my lease. I went in for an oil change and expected to pay 10x more of the cost. When I know that certain items can be done piece by piece. Unacceptable and after looking at some of the reviews I know the same sales advisor ( service technician) ****** was the one causing the harm. I have screen shots and documented the experience and will report to the ********** AG. Its not about the money its the ethics that your service Advisor is doing. Felt very disrespected and will never purchase a *** again after this one. Check my history Ive purchased multiple cars and recently I switched over to Land Rover and plan on switching over to Audi. ****** sucked and will never trust anyone from ***.Business response
05/05/2023
Hello,
*** client came in to our service department on 5/4/2023. He did meet with ****** and we did a standard key read like we do on all *** models. *** key read tells ** exactly what the car needs based on driving conditions. *** photo that was submitted is a portion of the actual key read. *** standard scope, oil change, vehicle check, microfilter, and air filter are all due now. We cannot just change the oil and reset all maintenance lights per *** NA guidelines as the required maintenance was not fully completed. We are only authorized to reset maintenance lights when all required items are completed. ****** did what he was supposed to do and let the client know what was due on his vehicle yesterday. Thank you.
Initial Complaint
03/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My window was repaired by *** Collision on December 6th at which time I paid for the repair out of pocket. On March 10, a FRAUDULENT insurance claim for this repair was filed with ******************** to recoup funds. I did not provide *** Collision with my insurance information and this Claim is fraudulent.Business response
03/22/2023
Hello,
BMW Concord Collision Center has not initiated any claim to State Farm regarding this vehicle. We didn't have the insurance information required when we performed the work to open a claim. Our collision center manager, ***********************, has reached out to the client to let them know we did not open this claim. Our recommendation is to contact your insurance carrier if you have any questions regarding the letter you received. After reading the letter, it appears that it is an automated letter that was generated from State Farm. Thank you
Initial Complaint
02/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi I have a 2014 *** 535d with 67k miles. It has a problem with the diesel emissions fluid. The car cranks no start. Not running due to some codes with the *** system. BMW Concord CA dealer said they cant fix it under the ***system extended warranty. *********************************************************** .They said the *** computer is stuck and needs replacement. Also all i got was verbally quoted at roughly 11,000.00$ USD. And casually tolled me to get rid of my car as if its junk. I still owe 15k on on the vehicle. its been towed to Concord *** dealership and towed back to my house not running for over a month. While Im making ********************* This took place early February 2023. And no other shops in my area want anything to do with my car saying its done by dealer only. All I want is my car fix under the extended warranty mentioned above & below 10 years or ******* odo. My car has not matured any of those deadlines. I Also called *** of ***** ******* to try to resolve this, only to be denied by them as well. ***********************************************************Business response
02/20/2023
Hello, this vehicle was towed in to our shop since it would not start. We were unable to proceed with any diagnosis as the *** (engine module) will not allow the vehicle to start. Once the engine module is replaced and the vehicle was able to be started we would be able to further diagnosis any issues. We have followed *** North America's test plan for evaluation and diagnosis of this vehicle.Customer response
02/22/2023
Complaint: 19433865
I am rejecting this response because:
Sincerely,
*************************Customer response
02/22/2023
Complaint: 19433865
I am rejecting this response because: I believe that the *** needing to be replaced is a part of the emissions warranty due to poor workmanship in design the software and hardware aspect of the DEF system
Sincerely,
Zeina *******************Business response
02/22/2023
At this point I would recommend the client call *** North America if they believe the *** should be covered under warranty. We are an authorized retailer, and not owned by *** North America.
*** North America would have to authorize replacement of the *** unit. Again, we have followed *** North America's guidance/test plan in regards to trying to diagnose this vehicle.
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Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.