We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

New Car Dealers

Elite BMW

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Car Dealers.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:30/04/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 have sent two e-mails and they have not answered to answer my enquiries. Here is part of the communication: On April 14th, I had an appointment in order to change my winter tires I showed up 10 minutes in advance, but by the time I checked in, it was 11:17 since only one advisor was available. I had asked for my car to be washed prior to returning it to me. I had told the advisor that I had another obligation and required the *** for 2:30 pm. I was told it would be ready. I waited and one of my colleagues came in for servicing an ***. Their appointment was at 1:00 pm. At 2:45 pm, I went to see the advisor. He said my car 'had just been ready'. He added that the tires they installed were inadequate given their depth was 2 mm and I would need to purchase new ones. Given we were already late, I asked if they could send the quote for the new tires via e-mail. I went to pick up my X3 and a gentleman went to retrieve it and bring it in to the garage. My X3 wasn't washed. I was told that they weren't washing cars today since 'the main person who does the car washing was not in'. I insisted, stating I had called in order to confirm the car washing would be available this morning. He said it would be an extra 10 minutes. At that moment, my colleague came in. His wife's *** had the tires changed and he was ready to go. He wondered why I was still there waiting. I added that I had requested the car wash. He said that he should have asked to have their car washed as well; that he didn't think about it. At that moment, their *** was brought in and it had been cleaned. He left the premises before I did and I had to wait longer for my *** to be ready to go. I have sent numerous questions and my e-mails have been ignored. At this point, I am very disappointed and frustrated with my experience at this dealership. I am supposed to get a quote for new tires and replacing parts of my brakes and have still not received.

  • Initial Complaint

    Date:10/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    To Whom It May Concern,I am writing to file a formal complaint against Elite BMW Ottawa, located at ***************************************************************, regarding a significant issue with a certified pre-owned vehicle I purchased from them.Details of the Complaint On June 13, 2024, I purchased a certified pre-owned 2021 *** 228i xDrive from Elite BMW ******. Upon reviewing the Carfax report, I discovered a major discrepancy in the vehicles mileage. The Carfax report lists the mileage as ****** km, while the odometer displayed ****** km at the time of purchase.When I raised this issue with the dealership, I was assured it was an input error that would be corrected promptly. However, months later, the discrepancy remains unresolved, and the dealership has failed to provide any documentation clarifying the true mileage or the vehicles history.This raises serious concerns about potential odometer tampering, a violation of Canadian consumer protection laws. The dealerships lack of transparency and failure to resolve this issue undermine the trust I placed in their certified pre-owned program and significantly affect the value of the vehicle.Actions Taken 1.I informed Elite BMW Ottawa of this issue immediately after purchase.2.I followed up multiple times, but the dealership has not provided a resolution or explanation.3.I have escalated this matter to *** Canada and am now contacting the BBB for assistance.Desired Resolution Given the severity of this issue and the dealerships failure to address it, I am requesting the following:1.Immediate cancellation of the finance agreement on the vehicle.2.A full refund of all amounts paid to date, including my down payment and monthly payments.This resolution is necessary to rectify the financial and emotional distress caused by this ***************** Information Dealership: Elite BMW ****** Address: ************************************ Vehicle Details: 2021 *** 228i xDrive Purchase Date: June 13, 2024

  • Initial Complaint

    Date:17/07/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Please see the attached letter I submitted to the business, which has remained unanswered to date.

  • Initial Complaint

    Date:05/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Formal Complaint Against Elite BMW for Service Issues and Mismanagement I am writing to file a formal complaint against Elite BMW, regarding multiple unresolved service issues and the mismanagement of customer care. Despite numerous attempts to resolve these issues directly with the dealership's management, my experience has been consistently negative, marked by poor communication, unmet commitments, and a lack of accountability.Details of the Complaint:Issue with Tire Storage and Replacement:On June 28th,2023I brought my vehicle to Elite BMW for a seasonal tire change. It was confirmed that my tires would be stored at the dealership. When I returned to swap back, I was informed that my tires were lost and no record of their storage existed.This is the second instance of tire loss I have experienced with this dealership. Previously, on May 30th 2024 a similar situation occurred, and it was resolved by the dealership providing new tires. However, this time, the dealership has neither acknowledged the loss nor provided a satisfactory resolution.Lack of Communication and Follow-up:I was promised updates and solutions on specific dates that were never met. For instance, on May 30 I was told by the General Manager, *************************, that I would receive a call with a proposed resolution within 24 hours. This call never occurred.Subsequent follow-*** have been met with vague responses or complete silence, exacerbating the inconvenience and frustration.Customer Service and Management:The handling of these issues by both the service manager, ******* L'Heureux, and the General Manager, *************************, has been highly unsatisfactory. Their approach has been dismissive and unhelpful, significantly deviating from the customer service standards expected at a reputable dealership.Resolution Sought:I am seeking a full acknowledgement of the issues, compensation for the lost tires, and a formal apology for the mismanagement of the situation.

  • Initial Complaint

    Date:25/04/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Hello,

    I dropped my car to Elite BMW on Wednesday April 12 2023 because there was a shudder feel in the car when turning the steering after a complete stop. This issue has been going on for 8 months now and everytime I drop the car off, they invent a solution to the issue without a fix which is frustrating. I researched the issue online and concluded that it might be an issue related to the transfer case, when I dropped the car on April 12, we went out with Elite BMW shop foreman and he noticed the shudder and confirmed that it is a transfer case issue.
    Elite BMW said they will talk to the warranty people to see if they can fix the issue without charging me. They spoke to the Warranty people and the warranty people told them that until I change my worn out tires, they can't replicate the issue (which the shop foreman confirmed) and so they won't fix the car. I confirmed to Elite that my winter tires are not worn out and the shudder is still happening, but nothing changed and warranty will not fix it.
    I am sending this very aggressive review on BMW and their warranty department because in the last 8 months, I reported the issue to them and every time they invent a solution or none sense and it is frustrating me so much. This is one of the worst dealerships I have dealt with, I paid over 7000 dollars to extend my warranty on the car and they tell me now that the car cannot be fixed because my tires are worn out, absolute joke of a dealership, never will I recommend them to anyone.

  • Initial Complaint

    Date:06/09/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 had booked an appointment online to change my brakes. There was a price quoted by this specific dealership for this work. I arrived and had to wait in line close to 20 minutes. I left my car. The advisor came and advised me of the fee. It was close to double the price that I had been quoted online. I asked to speak to a manager regarding this. I was told there was none that week, but that I would get a phone call as soon as one returned to work. This was at the beginning of August. I also left a voicemail for a call back on that day and have never been contacted. I have made numerous attempts to contact BMW Canada. They are very responsive and advise me that ***** will be in touch with me. However, I have not received any phone call from that person or another employee of Elite BMW. I was told my the advisor on the day of the appointment that they frequently have false prices on the website and that I would get a survey following my visit to discuss my experience. I did not receive a survey.

    Business Response

    Date: 29/09/2022

                    My name is ***** *****. I have been assisting in providing a resolution to **** ******** concern here at Elite BMW. I explained that our online estimate for brake replacement is indeed an estimate from $500.00.  Due to the lack of transparency from my service advisor during ****s appointment here with us. I decided to reimburse **** for the difference not explained, while in for rear brake replacement. **** has expressed the need in having her front brakes replaced in the near future. We are willing to assist in discounting that replacement also.

     

    If you require any more information regarding this matter, please don’t hesitate to reach me directly.

     

    Regards,

     

    *****

    Customer Answer

    Date: 05/10/2022



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



    I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me. I thought the offer was either a reimbursement or the discount on future brake changes.  I'm happy to read both options are present, especially since I had to send numerous messages and spent hours trying to get this resolved.



    Sincerely,



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

Elite BMW is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.