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:02/07/2024

  Type:Customer Service 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.

  I purchased a *** X1 on Saturday, January 20, 2024. Upon driving it home, I noticed a problem with the Apple CarPlay connection dropping out and returning during music, podcasts, phone calls, and text reading. I returned to the dealership on Monday, January 22, 2024, where I spent two and a half hours with a salesperson and trainer trying to repair the issue. Nothing was resolved. I returned to the dealership on Thursday, January 25, 2024, and the dealership kept the car until Friday, February 2, 2024, taking sections apart and replacing an antennae. When told by ********************* to return to get the vehicle, he stated, "it is working properly at this time". Upon arrival, ************** and my salesperson led me to my vehicle where he proceeded to prove the repair by connecting my phone to the car - after multiple attempts. He repeated the efforts that were made to fix the problem, let me know it is a beautiful car, and assured me my defect is "insignificant". I was also told during this repair window that no car can be 100%, as well as the fact that this is an "across the board" problem with ***'s new model. Before I left the dealership on this Friday, it was evident the vehicle was not "working properly". I sent an email expressing my frustration and outlining other difficulties with car/dealership. I received a return email letting me know that the dealership would no longer be helping me with my issue due to the facts that I was "accusatory and derogatory" and I was not going to be satisfied with their efforts. Now, it appears I have been "blacklisted" and no one at the dealership will return my messages. Before this, my salesperson was incredibly helpful and contacted me almost immediately when I had questions or concerns. As a result, I cannot ask any questions about any aspect of my new vehicle. The problem still exists and other small problems have surfaced. I have contacted *** of ***** ******* and am awaiting their research on the issue.

  Business Response

  Date: 02/07/2024

  We apologize that you feel our dealership, staff and I have been unable to meet your level of expectations related to something as insignificant to the performance of your *** as an apple car play issue Great time and effort has been put forth by many trying to assist including the multiple manager's, the General Manager, Manufacturer's Regional *** Service Technical Support *** Field support (who drove in from ************ to work with your vehicle) and Master *** Technicians. We were in no way nor should we have been embarrassed (as you stated) of the few minutes time it took to connect your phone as your email stated we are neither "laughable" or "delusional" (as you  stated) and we do take offense to those accusations. Multiple iphones took less than 10 seconds every time connecting to the vehicle so your settings were obviously part of this issue as explained. Every effort has been taken to resolve your technical issue and it is obvious that no matter what level of effort is provided for you, the end result remains your intense dissatisfaction. 

  Once again as explained at length, *** is working toward a system update that will be downloaded to any affected vehicle when available. This will aid in the connectivity of Apple products to work alongside the *** operating system. You have a beautiful new *** and maybe you will accept using the factory engineered *** feature I suggested (which works perfectly)versus Apple until the manufacturer can resolve. If you choose to sell your vehicle, we would love to purchase it back and you can end the relationship as simple as that. 

  No further assistance is available for this consumer regarding this issue.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21259766
  
  I am rejecting this response because: I believe not being satisfied with a beautiful, new *** that is not working is merited.  Satisfaction comes when the problem is resolved.  I "take offense" to the fact that you have deemed my problem as  "insignificant to the performance of your ***".  The performance is affected every day as I am unable to use  Apple CarPlay, a function I used every day until purchasing this vehicle.  Perhaps what is insignificant to you is significant to me.  Additionally, I have contacted three other *** dealers who do not know of this defect in their new 2024 as well as *** of ***** ******** who was not very familiar with the problem and stated any difficulties they had encountered were with the model I have and the next up, not the higher up vehicles as the manager stated to  me.  I "take offense" to the fact that I have been told multiple things that I cannot verify through other *** outlets.  I "take offense" to the fact that I was not told from the beginning that this vehicle had a universal *** problem as was later stated to me.  I 'take offense" to being told the vehicle "is working properly at this time" when the problem was evident before I even drove the "all is well right now" vehicle off the lot.  I "take offense" to the fact that the car did not correctly connect from the onset when I was told it was working and no one seemed to see this as an indication that the car was not "working properly at this time".  

  I especially "take offense" to the fact that not only have you stated that "no further assistance is available to this customer regarding this issue" (all over one email to **************), but you and your dealership have not responded to any contact or questions from me regarding other issues the car has such as:  *** Wifi not connecting properly, Apple CarPlay no longer connecting at all, and the car music and screens not turning off after the car has been turned off and exited.  Yesterday, the screens and music remained on for over forty minutes.  (I do the same thing every time I exit the vehicle, but it does not always work.)  

   I am offended by the fact that you accused me of being "accusatory and derogatory" with your staff, managers, and yourself, yet you cannot produce proof of this accusation against my character.  My comments were made with regard to actions from your dealership, not people directly.  I have reviewed my contact with others at your dealership and do not find evidence of that which you have accused me.  Plus, I find it difficult to believe that you have not been treated with much more disdain from customers who were not happy.  I kept my comments private and never spoke with derogatory words or make a scene at your dealership.  Neither did I raise my voice, complain aloud for others to hear, or demand action in an aggressive way.  Also, other concerns and questions were never addressed or answered.  Why?  I feel as if I have been slighted because you cannot answer any other questions except those about a situation to which you do not have the answer.  

  Finally, if you are actually offering to purchase the car back for what I paid, I would like to know.  As of this date, I have heard nothing as a response to my question asking if the buying back would include depreciation.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/08/2024

  Should you choose to sell your vehicle back to the dealership, you would incur a deduction for depreciation as you acknowledged in a prior email. When *** of ***** ******* has a solution for better connectivity of the 2024 idrive 9.0 operating system (which is Android based now) in the 2024 *** X1, that update will take place for your vehicle as a warranty matter. ***'s standard warranty for this product is 48 months or ****** miles whichever comes first. Until that time, there is no additional information we can currently offer regarding the Apple Car Play functionality. 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21259766
  
  I am rejecting this response because: I understand that the *** will not work correctly as far as Apple CarPlay is concerned.  However, what is to be done with the other complications I have mentioned and questions I have asked that do not have any bearing on the Apple CarPlay skipping while in use? Will these things not be addressed? Who will be helping me, as contact with my salesperson has become non-existent and no one responds to my email contacts? Where is the information I have requested as far as "accusatory and derogatory" contact with the staff and managerS?  Who is going to answer the question of why I wasn't told upfront about the "across the board" problem?  How will I find out why the lights and instrument panels stay on and the music continues to play for long periods of time after the car has been turned off and exited?  How will I figure out why the car is telling me that *** is not connecting to WiFi and Apple CarPlay is not even coming on at all, a totally different problem?  Where is the refund I was told about two weeks ago?  Was the foul language I experienced at the dealership ever addressed?  None of those things have anything to do with my original complaint.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair 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.

  On March 4, 2023 I went to BMW of Mobile for an oil change. My appoint was at 1:30. I arrived at 1:15. My service advisor briefed me on what services my car needed which he stated were, an oil change, an air filter, brake fluid flush, and a recall. I told him that I believed that Id already done the brake fluid flush the last time I was there. He told me that they had forgotten to reset the light(paperwork proof of this). He then told me that they did not have the air filter that i needed either. I asked him to proceed with the oil change and schedule me to come back to to fix the recall because he said that it would take a few days. He told me that he couldnt schedule the recall fix because they cant give me a loaner car. I proceeded with the oil change. I waited at the dealership. A little over 3.5 hours later my car was finished and i left. I went straight home. No stops. I went back to my car abt an hour later and drove for abt 10 minutes when I noticed a knocking sound. The sound got louder, i started to hear a screeching sound when my check engine light came on and the engine failed. I had the car towed back to the dealership. All of this happened on a Saturday. On Monday i called the dealership first thing and talked to my service advisor. He told me that theyd look at it and call me back. I never got a call back on Monday. On Tuesday, I started calling early and i was dodged until about 1 oclock when I got a text stating that I needed a new engine for $20k. I called back and they had no answers for me. I went in to talk to the service manager to which he was very rude to me and told me that he wasnt going to discuss it. He was very loud and condescending. I simply walked away and had my car towed from there to another mechanic the next day. My paperwork says that there was a multi-point inspection done on my car before my oil change to which I still have not seen. I do believe that if there was any issue with my vehicle, it would have been revealed.