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Business Profile

New Car Dealers

Kelowna BMW/MINI Kelowna

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/01/2024

    Type:Product Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a used 2019 *** m40i from *** Kelowna September of 2023. 2 weeks after purchasing the vehicle it was having all sorts of electrical issues with the cars interior features that were not stated to have issues when purchased. 4 weeks after having the vehicle it came up with a low coolant light error. I had gone back into the dealership, they had found a cracked radiator hose and replaced it. Now 4 months later, this issues has been reoccurring, I have spent countless hours at *** Kelowna trying to get this issue fixed. When i purchased the vehicle I bought the extended warranty package, I had made it known that I have a very demanding job and live 1.5 hours away (it is the closest *** dealership to me) and that I only wanted to come back for scheduled maintenance (telling them please dont sell me a lemon, I will pay anything to have a reliable vehicle.) 4 months later I have gone back and fourth multiple times, Ive been charged to fix issues the vehicle has had since the day I have pirchased it, I am loosing money taking days off of work to have my car be somewhat reliable. As of most recently, the vehicle is having issues starting. I do not believe this car is reliable, I think it has a bunch of issues that were not outlined when I purchased a $40,000 vehicle. I used to work in the automotive sales industry and if this happened at our dealership this vehicle would of been taken back already. I want my money back, I want this car gone. This has been such a nightmare. Please help.
  • Initial Complaint

    Date:27/02/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 21st, 2022, we purchased a 2012 *** ** from the *** Kelowna dealership. We paid $15 ****** after tax for this pre-owned vehicle that had 148 742 kms on it. *** Kelowna claimed they were committed to providing excellence in both the Service, Parts and ****************** with unbeatable service. As well as our salesperson (****************) claimed to own the exact same vehicle (year and model) that we were interested in buying and assured us this type of vehicle was reliable, and a family-friendly car. Less than a year later, in January 2023, while driving to the grocery store, the engine of the car seized and lost all power. We had to tow the vehicle to the nearest repair shop where they later told us that the car needed a complete engine replacement. The nature of this dispute is that we feel as though we were wronged by this dealership, and purchased a car they knew had major problems. The only reason we felt comfortable purchasing a pre-owned vehicle is that it was coming from a professional dealership. The fact this car needs such a major repair after having it less than a year and putting less than 10 000 km on it, is completely unacceptable. We informed the dealership of the issue, however, their only offer was to bring the car in (at our own cost, which would be a fortune to have it towed 250 kilometers to their dealership) so that they could replace the engine with a brand new engine which would cost us $18 400, or, they could replace the engine with a used engine for $10 400 with a 10% discount on the labor costs only. As consumers, we have the right to make a complaint about something we bought, if our purchase did not do what it said it would do, was not of satisfactory quality, and was not as described. This car didn't even last one year and definitely was not of satisfactory quality or as described, a reputable brand with average kilometers on it should have gotten us more than 8 months of use and more than 10 000 km.

    Business Response

    Date: 11/03/2023

    To whom it may concern,

               Kelowna BMW/MINI Kelowna is a franchise, *** and MINI dealer. Our business is comprised of both sales of Automobiles and the Servicing of our own product and off make manufactured vehicles as well. Since we are licensed and compliant with the **************** *********************** all vehicles, we sell have a safety performed with anything that would not meet the safety criteria would be repaired to meet or exceed all safety and transportation standards. The 2012 *** ** with ******* kilometers met and surpassed both safety standards and moral obligations when delivered to this client. Our service team when contacted about 8 months after purchase when the client explained about their engine issues and asked to view the vehicle at our dealership by our *************** technicians. The client asked that we pay for the repair of this vehicle but would not have the vehicle towed to Kelowna. Kelowna *** had never saw the vehicle in our shop nor did our *************** technicians, have an opportunity to see what had caused the engine issues or if an engine we indeed needed.   

                When a vehicle is purchased at Kelowna *** was offer an opportunity to purchase an extension of manufacturer's warranty. It is part of our process that we go over warranty options at delivery which include what happens when a vehicle purchased needs repairs. Our obligation as a licensed dealer is truly understood, being the managing director of the facility and in the auto industry for 29 years I as well understand both our legal and moral obligations to our clients we either sell or service their vehicles. At no time did make any claim that we would repair a vehicle for life and at the time of delivery the vehicle was in sound mechanical condition, fit for transportation and met all safety standards as required in this province to sell vehicles by a business. All vehicles at some point will need repairs. In this situation the vehicle was 10 years old, out of manufactures warranty for 6 plus years and ****** kilometers past any manufactures warranty. We sold a vehicle in good faith and offered nothing to the client that we did not follow through on.  Reading the clients complaint although well written, they obviously have an expectation that a well-used 10-year old vehicle that met all legal and moral obligations to sell in good faith would be someone else's responsibility when a repair was needed. we did not say or imply this to be the case and the vehicle when sold and delivered to the client was in good working condition meeting all criteria for government safety standards. Although I always feel bad when a client's vehicle is in need of more extensive repairs, we could not have done anything different on our end to prevent a repair 8 months after purchase but did make sure that it was in sound condition when sold as a pre-owned vehicle. 

     

    Kind regards, 

     

    *******************

    Managing Director

    Kelowna BMW/MINI Kelowna             

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