ComplaintsforSewell BMW of Grapevine

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ongoing issues with my vehicle and the unprofessional service I received. Despite multiple attempts to resolve these issues, they remain unresolved, and the service provided has been highly disappointing. 1 Driver Seat Vibration for Lane Assistance**: The vibration feature for lane assistance is still not functioning, despite supposedly being repaired twice. 2. Wheel Shaking at 40+ mph**: The shaking of the drivers side wheel at speeds over 40 mph was not adequately tested during our drive, as we did not reach the necessary speed to replicate the problem. 3. Clicking Noise on Sharp Turns**: A clicking noise occurs on the drivers side during sharp turns. Although it wasnt noticeable during our 10-minute test drive, this noise is a recurring issue in regular driving conditions, particularly on hills or during sharp turns 4 Engine Noise**: I reported unusual engine noise.5AC Smell**: There is a persistent and foul smell coming from the *** This mold smell is causing health issues for both me and my children. When I initially dropped off my car, Mr *** seemed committed to thoroughly investigating these issues and promised a diagnostic report to assist with my insurance claim. However, this promise was not fulfilled. Instead, I received a voicemail stating that all diagnostics indicated no problems. Below is the voicemail transcription: "Hello Miss **** ******, this is Ordre ******** with Sewell ***************** We got the results back from all diagnostics with the ********. It appears that your radar and your warning in your seat are completely functional. All sounds are completely functional. Not to mention body damaged not fixed correctly. I have been dealing with these unresolved issues since April 2023 when I got my car back. The lack of proper communication & follow-up has been frustrating. Mr. ******** assured me via voicemail.I also spoke with ***** ***, the Production Manager and on July 29, 2024, after he drove my vehicle he promised to look into matter

  Business response

  09/19/2024

  Thank you for the opportunity to respond to this customer concern.
  
  ********************** and collision center have serviced the customers vehicle several times since her fist visit in August 2022 after her vehicle accident.
  
  On each visit, our team followed a process of evaluating the customers concern and providing her with any options that were available. Our associates have also ridden with the customer on test drives to diagnose the customers concerns with the vehicle. With the customers approval, we completed any repairs on her vehicle. We have also financially assisted the customer with repairs. In one case, we covered the customers deductible on her extended service contract. In another case, we worked with the manufacturer, and they offered to cover a portion of her vehicle repairs. We have also waived our diagnosis fee during at least one service visit.
  
  During the customers most recent visit, our technician was not able to duplicate the customers concerns. To assist the customer, we paid to have the vehicle diagnosed at a non-Sewell service shop that was selected by the customer. The ************************ service shop was also unable to duplicate the customers concern.
  
  In her claim, the customer also references concerns that her insurance has maxed out. We are unable to assist with insurance concerns, since these are a matter for the customer and her insurance company to resolve.

  Customer response

  09/30/2024

  Complaint: 22168628
  
  I am rejecting this response because:

  I am writing to express my concern regarding the recent experience I had with the **************************************. There has been a significant lack of communication throughout this process, along with false statements regarding the service performed, which is very concerning.
  
  I have also reached out to the manager, *******, who no longer works there, as well as the director, ******, but have yet to receive a response from either of them. The issue pertains to the diagnosis that was done and paid for. I was initially told one thing, but the report I received stated something completely different.
  
  Maintaining transparency and clear communication is essential, especially when dealing with customers' vehicles and expectations. The delays in responses and conflicting information have not only caused inconvenience but have also damaged my trust in your services.
  
  I would appreciate your prompt attention to this matter, as well as an explanation of what went wrong and what steps will be taken to resolve this issue. It's critical that your service team ensures accurate and consistent information is communicated to clients.
  
  I hope this can be resolved quickly, and we can avoid further miscommunication moving forward.
  
  Regards,

  
  ****** ****-******

  Business response

  10/01/2024

  To whom this may concern,
  
  We have spoken to Mrs. *********** and have explained that her concerns are unrelated to any repairs done at Sewell. As she has mentioned, she has been working with ***** **** ********* Any further concerns should be addressed to them.
  
  Thank you for the opportunity to respond to this customers concern.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date of the transaction was 03/31/2023, we had a paid the business $27,500, plus we also had a trade in value of $28,000. we had financed the rest and the car when being sold on the lot it looked completely fine and we had alrighty signed the contract and said we would pick it up on April the 1st. During the whole car buying process, Mr. ******* was very rude, he would walk off to random places while we were clueless of what was next, i at least had 3 altercations where i personally would have to go look for Mr. ******* because he would disappear. On the morning of April 1st, they had called me and said that the front splitter is damaged after they took off the sticker, therefore on carfax it is listed as no damage. We told them that we would like a whole new front splitter, and we need hem to check for any other damages on the car. and the boss said no, which is very unacceptable because that means they are selling me a damaged car.

  Business response

  05/15/2023

  
  To whom it may concern,
  
  ************** came to Sewell BMW of Grapevine on March 31, 2023, to purchase a vehicle for his son Jayden ******************** completed the purchase but was not taking delivery until the following day, April 1, 2023.
  ************** also requested we remove the *** M *********** decals from the front bumper, which had been installed by the previous owner. Upon removal of the decal, it appeared there was damage on the bumper. As soon as the sales associate discovered the damage he contacted **************. *** of Grapevine Sales Manager ********************* spoke to ************** and provided two options. The first option was repairing the bumper or the second option of backing out of the purchase with a full refund. ************** advised he did not want to back out of the purchase but wanted the bumper replaced. After the technicians reviewed the damage, it was determined that there was not enough damage to warrant replacing the entire bumper. Repairs were made, and pictures sent to ************** for approval. ************** was advised that we would be happy to replace the bumper if he determined the repairs were not to his satisfaction. If he chose to accept the repaired bumper, then we would issue a check for the cost of the replaced bumper. ************** was happy with the repairs of the bumper and the $2,000 check.
  If there are any additional questions, ************** may contact ********************* at ************ or email **********************************.   

  Customer response

  05/23/2023

  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.
  
  Regards,
  
  *************************

*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. ↩