Complaints

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.

• Initial Complaint

  Date:30/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Complaint: 23397772
  
  I am rejecting this response because: ***s reasoning that the brake pad wear was due to driving habits or road conditions is completely unfounded. First, this vehicle has always been driven by the same person, so there is no issue of a sudden change in driving habitsthere were no problems during the first ****** km. Second, we previously lived in *******, which is a city even more congested than *********, so its unreasonable to claim that Vancouvers traffic requires more frequent braking. Lastly, *** stated that large SUVs like the X5 naturally experience more brake pad wear. If thats the case, please provide evidence showing that X5, X6, or X7 owners in ********* typically have to replace their brake pads around every ****** km. This clearly indicates a quality issue with *** brake pads. Furthermore, your customer service representative previously promised to assist us in applying for goodwill to cover part of the cost, and we agreed. At no point did we request a free replacementwe only hoped *** would take appropriate responsibility. However, your continued use of absurd excuses to ***** responsibility is extremely disappointing. Should consumers really be the ones paying for product quality issues? Additionally, I would also like to know the warranty policy regarding brake discs and pads. Thank you and I expect a prompt and reasonable response to this matter.
  
  Sincerely,
  
  ***** ***hat if any problems were found, they would apply for good faith repairs and only charge a small fee.However, the technician gave conflicting explanations: driving habits, city driving, mountain driving - none of these apply. The same driver has been driving this car for six years; we have been to ******* and ******** for long trips, and we live in *********, not the mountains.Ultimately, Auto West BMW refused to take responsibility or any compensation and charged us for the inspection.Given that all repair services were completed at this dealership, their explanation is unacceptable. I hope you will urge *** to investigate and ensure that Auto West BMW replaces the brake pads and brake discs to avoid further losses.Thank you for your attention. Looking forward to your timely response.

  Business Response

  Date: 03/06/2025

  Good day,
  We have reviewed the clients' concerns and have determined the following.
  BMW X5 brake pads life can vary significantly based on driving habits and conditions. Factors like aggressive driving, frequent stops, and heavy loads can shorten pad life, while more conservative driving can extend it.
  As per vehicle History:
           51949km Front Brakes Replaced. New break pads measure at 12mm.
           54543 Km Front Brakes Measured at 10mm (2564km Driven)
           58254 Measure at 7mm (6305 km Driven)
           67983 Measured at 2mm (***** km Driven)
           68414 Measured at Less than 2mm Urgent notice to change brakes (***** km Driven)
  The measurements seemed consistent on all visits.
  Vehicle drove over ******kms since replacement
  Client lives in ********* where frequent braking is a norm.
  City driving will consume brakes faster than Urban driving, especially on a bigger/heavier vehicle like the X5.
  The dealership made sure we completed a check at the last visit to see if there were any seized calipers causing constant contact or any other anomalies and everything was operating as per specifications of the vehicle.
  Our team advises Brakes were operating as designed. 

  Business Response

  Date: 05/06/2025

  We have reached out to the client and have booked an appt to review the brakes as agreed by the client

  Customer Answer

  Date: 14/06/2025

   
  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

  Date:16/11/2023

  Type:Product 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.

  
  Complaint: ********
  
  I am rejecting this response because:

  The car was stuck in P and was towed into the Autowest Bmw service centre, but the diagnosis as to why the car was stuck in P was not provided, even though the car was drivable from the service centre. The diagnostics was not carrried out because I refused to pay an extra $400 to top up transmission fluid, which was a condition of Autowest Bmw to continue the diagnostics work, and not the solution of the problems, despite that low transmission fluid (2.5 litres) would not cause stuck gear shifter, nor the transmission control mode obd code. Autowest Bmw at no point indicated that low transmission fluid is the cause of the condition of no drivability. Even in case that low transmission fluid could cause such a cindition, the Autowest Bmw could have used the time available to them to check other components which also could be the cause of the problem and which would be logical to check before handing me such a bill. This is a case of miss diagnosis, which I knew from the start, because as I was telling them I was respinsoble for the low fluid and that the problem occured before the low fluid. For example, in a no start condition it makes ny kind of sense to check the air filter and the spark plugs before invoicing the customer for a fuel pump and battery replacement. What Autowest Bmw decided to do is bill me the huge sum without following the proper diagnostics procedure. I paid for their time to perform the diagnostics, but they decided that they want to harass me and insult me instead. In any case, as I was not willing to pay the 400 extra, they could have used the time for which I paid to diagnose other conditions such as malfunctioning brakes or issue a refund, which they refused. Anyhow, I called back, after I topped up the transmission fluid, and let the manager there know that I still have the same problem of malfunctiining transmission, awd, and dsc and asked whether they will complete the diagnosis. The manager agreed to but added that he would have to charge me again with a discount. I refused saying that I am not going to pay twice for the same service. ***** **** **** **** *** **** ************ *** ***** * ******* ** ** ** * ******* **** ***** ******* * ** ****** ** ******** ***** **** ** **********

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

  for the low fluid and that the problem started before the low fluid, and that regardless the low fluid(2-3) litres would not cause the electronic issues and that the manual did not call for transmission fluid check with the computer codes present, but indicated an electronic problem, which I know because I have access to factory repair manual. After talking with 3 people there, I was told that the car is drivable but that they did not fix the problem, I was also told that the engine timing chain has jumped a tooth and that the timing is incorrect and that the brakes are not working. After, I noticed that there is damage to driver seat, the cd p!ayer is not working, and the loud noises from underneath when the car is hot. Also, the transmission malfunction message continued, only without the transmission going into park. They did not give me the diagnosis for the problem then, and during several attempts afterwards. * ******* **** **** *** ********* ** ******* *** ********** **********

  Business Response

  Date: 16/11/2023

  Good day,
  We are unaware of any issues with the client regarding his vehicle.
  The last time we saw Mr ******* for any repairs was Oct 9, 2021.
  His history is that he declined the repairs at that time for his out of warranty 2007 *** X5.
  The vehicle was in a state of disrepair and parts of the interior were noted as having been already taken apart.
  We charged the client a discounted total of $196.32 for Work Order ****** (10/09/21) and offered the client a list of concerns found with the car.

  The client declined any repairs at that time and left the dealership.
  

  We offered further discounts for work to be done, but Mr ******* declined.

  We consider the issue closed.

  Kind regards.

  Business Response

  Date: 20/11/2023

  Good day,

  The diagnoistic required the topping up of fluid before we could go further. The client declined. Therefore we could go no further in the diagnosis.

  The vehicle has many sensors in place to prevent damage to the car and may shut down the vehicle if the sensor reports an issue.

  Mr ******** total bill was only $196.32 (Taxes included) to have an experienced Technician review the situation.

  We advised Mr ******* of our process and the need for further diagnosis and he declined. 

  We feel this situation is closed on our end.
  

   

  Customer Answer

  Date: 20/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Becuase it is not true that the diagnostics required a fluid top up because the problem was there before the low fluid condition as I have explained many times before. Plus, Autowest BMW did not diagnose the electrical issues with the transmission as there were several OBD codes related to it, and the symptoms were electrical as well. Why Autowest BMW did not diagnose the electrical issues? I agreed to pay for their diagnostic time of one hour but they did not do the work, and refused to issue a refund, and I am experiencing loud noises from the rear differential and intermittent brake problem, after their service. Please, let us see the manual or an email from BMW Germany saying that in case of an electrical failure to check fluid level first. How does it even make sense? *** *** ************ ****** ******** 

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

  Business Response

  Date: 21/11/2023

  Good day,

  We respectfully have advised the client what our process was. Discounted the work we did do.

  This is all we can do for the client at this time and we request this file be closed.

  Customer Answer

  Date: 21/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  As I have already stated, the car went from being inoperable and stuck in Park to drivable that means that Autowest BMW went through a diagnostic process, found the problem, introduced changes which eliminated the problem. Otherwise, it failed at diagnosing the rest of the complaints which is a transmission awd and dsc malfunction message. Despite its claims in the last email, Autowest BMW has never said anything about their "process", nor the brake problem.

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