ComplaintsforBMW of Ocala

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False advertising. Consumer fraud. They advertise their vehicles for sale on multiple website only to try to get you in the door and upsell you. They will not sell you a vehicle if you are not local. I have owned many bmws in the past and have a strong history with **** We found a 2025 x5m60 advertised nationwide on auto trader. Auto trader listed the vehicle at ******. We are prequalified for financing and to buy but they didnt want to sell it to us because its the beginning of the month and they want to try to get a higher price for the vehicle. We were ready to purchase that day and they refused to sell it to us under the premise that we were not local. Buyer beware. They are terrible and are scamming people online just to try to get them in their doors.

  Business response

  08/17/2024

  Hello,

  We appreciate your feedback. I apologize for any inconvenience or confusion. We tried calling you when you first inquired about the *** to discuss with you. You did not return our calls and wrote us letting us know you would not allow us to speak on the phone.  It is important for us to make sure we know who we are dealing with for car purchase transactions. It is important for us to verify and communicate with potential clients. I assure you we would love for you to purchase a vehicle from us. 

  Thank you for your understanding. 

   

  Sincerely,

   

  Bobby 

  Customer response

  08/17/2024

   
  Complaint: 22115145
  
  I am rejecting this response because:

  As you can see in the attachments I provided my drivers license, provided my address and business names and they would not sell me the car. If they were going to move forward with the sale they would have sent the paperwork as requested and everything would have been vetted by **************  This is consumer fraud! They falsely advertise and ***** is scamming people just to try to get them in the door to upsell them! FRAUD! 

  
  Sincerely,
  
  *********************************

  Business response

  08/21/2024

  At *** Ocala, we take customer satisfaction very seriously. 
  
  We perform an internal compliance review of every purchase that involves an off-site delivery.
  
  Unfortunately, based on our review, we were not able to approve an off-site delivery for *********************************. ************** was given the option of taking delivery at the dealership, which he declined.
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out at least 4 times to the original service advisor, and have asked for the service manager to resolve the issue . I keep being told that the manager is on vacation and will reach out to me afterwards or he we will reach to me. I am going on 1 month and half. I had my oil change done in oct 2023. When i left the dealership about a week after i had a very minute coolant leak . I moved in Georgia the first week of Nov 2023. I told the service advisor i was moving and wanted everything check before i moved due to a job relocation. I have taken my car to them since I purchased my vehicle in *****. The coolant leak persisted worst and I took it to a repair shop they stated water pump leak and oil filter housing . Of course i thought maybe i was just being taken for a fool. I drove the unit to another well known repair shop locally to my job location. They stated yes water pump is bad but also the oil filter housing was cracked due to over torquing the system and was asked where did I have my oil change replaced. So of course I reached out to *** ocala several times and was told that the leak would of occured right away if they caused . Which with the oil filter housing that is not the case it can happen shortly after . I expect to pay for my water pump repair, but I should not have to pay for oil filter housing and oil change when i should not have to have an oil change done until every 7- ****** miles . I need this resolved immediately.

  Business response

  02/08/2024

  I have sent **************** a follow up contact to this action where I shared my apology of lack to respond on our part after providing information to my assistant service manager, to inform her with a full explanation of our repair process and belief that we over torque, said oil filter housing based upon another/multiple *** centers statements. I also apologize of her being in the situation of having to deal with this, not know what the facts are and our response up to this time to explain them thoroughly.
  
  Having experience with *** Service for many years and seeing certain failures, common and uncommon, the oil filter housing leak is common to that engine. We see them a lot of the time. As far as it being over torqued after our service, is not true. Our *** Certified Technician use a torque wrench every time when tightening oil filter housings. All of our *** Certified Technicians here at BMW of Ocala torque the oil filter housing to spec (25NM). This is standard practice here at our center. 
  
  I have attached some photos explaining this breakdown repair as we see them on 2017 *** 330i models VIN ***************** and others alike. 
  Here are 2 oil filter housings we have replaced in the recent days. As you can see in both pictures the failure is common to the plastic breaking away from the passage circled. The seal can no longer be effective after this happens. In no way could this be caused by over torque of the filter cap. I am requesting to know by asking for the names of the *** Service Centers that had made these statements and to speak to their Service Managers & Director, to see if this was the same as the oil filter cap leak concern referenced here.
  
  I, ***************** BMW of Ocala Service Director am confident thru the facts and understanding of this concern and breakdown of an oil filter housing leak, that we did not cause an oil leak when performing an oil change servicing of the 2017 *** 330i VIN# ***************** July 25th 2023 at ****** miles. 
  
  Please let me know if there is any further questions on this matter
  
  Best regards
  
  *****************
  Service Director
  
  Porsche of Ocala
  BMW of Ocala
  5145 *************
  Ocala, ** 34474
  www.porscheofocala.com
  www.bmwinocala.com
  *************************
  ******************************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my car two months ago from BMW of Ocalla. My son came to visit and recently heard a noise coming from underneath the car Every time we stopped. I have heard the car make that sound, but never put it together that it could be an issue. I took it back yesterday and they put it up on the lift and videoed the inspection and told me they did not find anything. I then suggested that they take it for a test drive and then magically this morning. the technician was able to figure it out. It is a major component of the car. I believe that component was bad when I purchased the car and they were happy to just move it off of their lot. I would love them to take the car back and to refund my money and to be done with BMW of Ocalla. They claim they have a wonderful loaner program for you so that when your car is being taken care of they will get another BMW to drive and that is not the case. They do not have a big enough fleet of loaner cars and then offer you a rental car , in the interim. And they only offer you the rental car if you ask for it. I left a message for my service advisor who never called me back today which then forced me to call the sales girl who I bought the car from to get her to get somebody on board and I didn’t hear back from her so I called her back and she told me the service manager was unavailable until Monday. I then called the general manager, who was not of much help as well. He told me they could trade it in, but I would take a loss on the car and he didn’t think that was a good idea.

  Business response

  11/03/2023

  Hello,

  We have spoken to ***** reviewing her complaint, and we would like to apologize for the issue. Thank you for taking the time to speak with me so I can make it right for you. Our team has listened very closely, and we will make sure this does not happen again. 

  Based on what you have shared with us, we would like to resolve the warranty repair to fix the problem. We will work on your repair start to finish making sure you are taken care of and resolving the issue. I will work with you directly. Once repaired we would like to offer you a gift card to your favorite shopping place. 

  In the meantime, I have shared your feedback with our team to ensure we do a better job communicating with our guest, adding additional BMW loaners very better availability and additional checks and balances for noise concerns. 

  We hope you will accept our sincerest apologies. 

  Sincerely,

   

  Bobby W****

  BMW of Ocala 

  Customer response

  11/06/2023

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

• Initial Complaint

  12/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased with CASH a 2016 *** back in 2016. I am now trying to sell the car and I find out that *** has a LEIN on the title! Unpaid cash ! I have been trying for many days to get a resolution because I have a buyer for the car. I am about to lose the sale because of this issue that should have never happened to begin with.

  Business response

  12/23/2022

  We are sorry for the inconvenience. I hope **************** will accept our sincerest apologies. They lien was posted in error on our part. She let me know we have taking care of issue and she is happy we resolved. She will respond to BBB letting you know the mistake has been corrected.
  
  Happy Holidays and be safe.
  
  Thank you,
  
  *********************
  BMW of Ocala

• Initial Complaint

  12/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BMW of Ocala did some service on our vintage Z3 and as part of the service they kept the car in their custody and on their dealership property for several weeks. When we picked the vehicle up the entire painted surface of the car was destroyed. It appears there was some chemical overspray or possibly a large sugary carbonated soda that was sprayed on it (dropped soda). Prior to turning the vehicle over to BMW Ocala there was not a single blemish on the vehicle. Robb C***, Service Manager, apologized and offered to polish out the defects. When he discovered that they were unable to buff out the defects and that the spill ate into and dissolved the paint he quickly did an about face and tried to distance himself from the problem. Instead of taking ownership of the problem they caused and making it right he began to deflect the blame anywhere he could. He even went so far as to call my wife and I liars. This was followed by some nasty emails from him and at one point he asked that we sign a document agreeing not to pursue the issue and hold BMW harmless in the case. Robb Cole is a deceitful and fraudulent Service Manager who will happily over-charge you and take your money with no regard for customer service. I brought this issue to the attention of Bobby W****, the location GM but he had no interest in resolving the matter. There is a culture of incompetence and hate at this dealership. I now have to have the entire car repainted at my expense ($3,300). I will be lobbying all members of The Villages Z Club to avoid this dealership. Customer's beware if you have your vehicles serviced here. It may cost you more than you know.

  Business response

  02/21/2022

  Business Response /* (1000, 10, 2022/01/17) */ ***Document Attached*** Please see attached file Thank you BMW of Ocala 5145 SW College Rd Ocala, Florida 34474 January 7, 2022 To Whom it may concern, I had first spoke to Mr.*********** after a service was performed on his wife's 1997 BMW Z3 VIN# ***************** with 191,415 miles, that was recorded as having multiple electrical concerns. Mrs.*********** contacted myself (Robb C*** BMW of Ocala Director of Operations) by phone on a Saturday August 7th 2021 as I was filling in for one of my advisors, giving him the weekend off to spend with his family. Mrs.*********** stated that the battery was dead and needed someone to come to their home and jump start there 1997 BMW Z3 VIN# ***************** with 191,414 miles. As we do not have a mobile service, I contacted one of our drivers and had them arrange to go to the*********** home location with a mobile jump box and give the battery a charge to start, with direct orders if that does not happen to contact our local tow company to have brought in via tow vehicle. Shortly later that day our BMW driver arrived with the 1997 BMW Z3 VIN# ***************** with 191,415 miles. As the battery has charged from the drive in approx. 30 miles all system showed good, and vehicle started every turn off and on of the ignition. We let the 1997 BMW Z3 VIN# ***************** with 191,415 miles sit for a few days and rechecked August 12th, 2021, only to diagnosis vehicle with a weak charge and recommended a battery replacement. Client authorized battery replacement August 13th, 2021, battery replaced, and vehicle was operating as designed at that time. August 14th Mr.*********** contacted me (Robb C*** BMW of Ocala Director of Operations) to voice his disapproval of our diagnosis of the battery on their 1997 BMW Z3 VIN# ***************** with 191,415 miles and stated he did not believe that is the issue to their concern. Mr.*********** stated that several batteries have been replaced within the last couple years and the problem keeps happening of a no start when the vehicle is left for 6 week of time. I stated that the battery is confirmed bad from our BMW tester after failing load test in just a few days. At that time being willing to do what I can to help and assist our client I mentioned a couple of options to Mr.*********** to confirm not only that our diagnosis was accurate, but that also if there was a larger draw time it will tell. I offered my services to stay connected to this concern by indicating the Mr. & Mrs.*********** upon the next trip that they stated they go on frequently, to leave for 6 weeks and then check upon return at their home, possible in their garage or under cover during the duration. I also indicted another option was they could bring to our dealership location and leave for 6 weeks, and we could check their 1997 BMW Z3 VIN# ***************** with 191,415 miles periodically for any draw that maybe occurring through that time. I also stated it would be outside in the elements as we do not have a covered area for this be placed during the 6-week timeline of diagnosis. Mr.*********** agreed to bringing it here to 5145 SW College Road, Ocala Florida on August 27th, 2021, and arranged for their 1997 BMW Z3 VIN# ***************** with 191,415 miles to be dropped off before their trip at our location. August 27th,2021 Mrs.*********** dropped off their 1997 BMW Z3 VIN# ***************** with 191,605 miles to start the process of time to diagnosis the concern of a battery draw after vehicle sits and unoperated for 6 weeks. Our BMW drive greeter pulled the 1997 BMW Z3 VIN# ***************** with 191,605 miles to the designated service vehicle parking area and secured the vehicle at that time. Through the 6-week period, we continued to check the *********'s 1997 BMW Z3 VIN# ***************** with 191,605 miles and each time our test showed no discharge of battery and no draw to battery as concerned. This test was done inside our service center and a Medtronic's read-out performed outside in the designated service vehicle parking area behind our center where the vehicle had been parked. I had continued with email chain to keep Mr. and Mrs.*********** updated on all the findings we had, which at that time their 1997 BMW Z3 VIN# ***************** with 191,605 miles was operating as designed with no draw or issues to the battery concern. October 13st 2021 Mr. and Mrs.*********** notified me that they would contact me and were coming back in town. They stated they would come pick up their 1997 BMW Z3 VIN# ***************** with 191,605 miles the last week in the month. On October 21st, 2021, while I was out of town on a business trip Mr. & Mrs.*********** came to pick-up their 1997 BMW Z3 VIN# ***************** with 191,605 miles to take it home. October 25th, 2021, upon my return to the office I got an email explaining their discomfort of the appearance of their vehicle upon pick-up on the 21st. They stated it was dirty and the key that they brought it in with was unavailable upon arrival. I contacted the *********'s immediately to apologize about the cleanliness of the vehicle as I was unaware of their early arrival, that the vehicle was here for 6 weeks through several Florida weather events and I was sure was not at the level of delivery we issue after service. We offer a complimentary wash n vacuum after every service visit as a normal practice here at our center. Offered to have the vehicle picked up to do so to avoid an inconvenience. I also explained because I was unaware of their arrival the key was still with my BMW Certified Shop Foreman as we were continuing to check till delivery of their 1997 BMW Z3 VIN# ***************** with 191,605 miles. Wanting to resolve this discomfort I offered to have the vehicle fully detailed at no expense to Mr. & Mrs.*********** and to reunite the key with them. They agreed and arranged a date to come to our location do this service. November 2, 2021 - the 1997 BMW Z3 VIN# ***************** currently with 191,674 miles arrived and I met Mrs.*********** at the vehicle to hand over they key and to retrieve the vehicle for the cleaning service. At that time, I noticed the vehicle had already been cleaned and asked what we could do to help. Mrs.*********** stated that after having their vehicle cleaned, she noticed spots on only the top surfaces of their 1997 BMW Z3 VIN# ***************** with 191,674 miles. She stated they were not there before and believed it happened while here with us. I stated my confusion about the spots because we do not have any trees in the designated service parking area that could cause spots on any vehicle. I even stated I have not had any other vehicles effected by what, in my professional opinion looked like water-spots or fall out of some sort that shadowed the surface of the hood and truck lid. Again, wanting to resolve the concern Mrs.*********** had, I sent her 1997 BMW Z3 VIN# ***************** with 191,674 miles to my BMW of Ocala Professional detailer to have looked over and polished for possible water-spot droplets that may have hardened from time. After several hours of careful and delicate cleansing and polishing our professional detailer came to me and stated it was better but there is still a shadow of spots on both surfaces. At that time, I offered Mrs.*********** a full paint correction of wet sand and polishing at a reduced cost to attempt to remove the water/fall out spots and the time frame to do so. Mrs.*********** already being here for a time decided to leave to discuss with her husband. She requested and I agreed to follow up with an email stating the same information with cost included. I did later that day November 3rd an email from Mrs.*********** came to my inbox accusing us of damaging their vehicle here on our property while in our custody. This email also demanded that we accept the blame and pay for the wet sand and polish, and it requires a new paint job we should expect to bear that cost of nearly $4000.00 dollars. We responded with a professional reply about the misunderstanding of how the spots got on the top surfaces and that there should not be a blame but a resolution as we can work through this together. Our position: We do not believe we have any responsibility for the paint imperfection to their 1997 BMW Z3 VIN# ***************** with 191,674 miles. Their vehicle rested in our designated parking lot through-out the time spent here only to be brought inside our climate-controlled service center at times and then brough back to its original parking spot. We have no mention of any other vehicle being affected by any fall out/hard water spots here at that or this time. We wanting to resolve and continue our relationship with Mr. and Mrs.*********** apologized that their vehicle was not perfect, but we did not put any spots on your vehicle while the vehicle was left here for the duration of several weeks for an electrical concern. We have spent time and money already working on the paint imperfection at no cost to the***********'s. We have offered a goodwill gesture of $900.00 to help with some of the cost if they were taking it somewhere else for another opinion/paint repair regardless of opinions. They responded by email saying "I am tired of your games. Do not email me again". We believe we did everything possible to resolve this situation, but we believe we are not responsible for repainting Mr. & Mrs.***********'s 25-year-old BMW Z3 VIN# ***************** with 191,674 miles because they accuse us and threaten with legal action if we don't agree with them. This is sad, with no good outcome for either of us. Robb Cole BMW of Ocala Service Director 5145 SW College Road Ocala, Fl 34474 www.bmwinocala.com (352) 861-0234 ext. 13101 rcole@gettel.com Consumer Response /* (3000, 12, 2022/01/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) If a goodwill partial payment of $900 is received for the damage to my vehicle caused while in the custody of BMW Ocala then no further action will be take on my part and the complaint will be resolved. Until that happens I do not accept the response by the business. If payment is not received by February 1 the complaint will be pursued further. Business Response /* (4000, 14, 2022/01/24) */ We are sending $900 dollar goodwill check to him.

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