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Business Profile

New Car Dealers

BMW of Carlsbad

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 11 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 took my 2023 *** X3 in for a warranty-provided annual service at a local *** dealership and was told that I needed an alignment and new tires. I purchased new tires and took it in for an alignment and was told by the service shop that they could perform the alignment on only 3 of the wheels because something was wrong with the vehicle's left driver-side frame. My new tires are going to wear unevenly once again. I contacted BMW of Carlsbad and they said I could take it to any *** dealership in the area so I contacted *** of El Cajon and was told that it would cost $269 to check the alignment, plus parts and labor if something was wrong and then another $269 to align it once any work is done to the vehicle. I don't think this is fair as it's a new vehicle and *** needs to stand behind their vehicle. I have new tires, never missed a service thus far, and would like a resolution from ***.

    Business Response

    Date: 04/15/2025

    We have tried to call you a few times, but your phone rings and does not go to a voicemail.

    Please contact me, **** **********, the Service Manager @ ************ to discuss.

    I see you had tires replaced at a non *** location. It is very possible they did not have the proper calibrations and tooling to properly align your ***. The first step to assisting you would be to have a *** dealer perform the alignment. Your vehicle has factory fixed camber in the front that is only adjustable by replacing a part. This is very rarely required, we most often see incorrectly setup alignments resulting in incorrect read outs. We can gladly offer discounted pricing if you would like to drive the vehicle up to us.

  • Initial Complaint

    Date:04/07/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 ***** from *** Carlsbad, and on the day of purchase, I identified issues with the vehicle that needed immediate repair. I returned the car the next day as directed, with the understanding that I would receive a follow-up call. However, I heard nothing from the dealership for approximately five weeks. When I visited today, they acted unaccountable and dismissive about the unresolved problems. I paid $5,000 for a warranty, which they now claim does not cover the necessary repairs, leaving me with a defective vehicle and no clear solution. Additionally, the car was sold to me with the promise of Autopilot, a feature it does not have. When I addressed this, they insisted that no Teslas are sold with Autopilot, which I believe is misleading and dishonest. This experience has been extremely disappointing, and I feel deceived by their lack of accountability and transparency.

    Business Response

    Date: 04/07/2025

    Please contact the service **** to schedule a service appointment to see if the concerns on the vehicle are covered by your extended warranty. ********* is a subscription based technology through *****. *** Carlsbad has no control on availability of this service or pricing. 

  • Initial Complaint

    Date:03/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 CPO car from BMW of Carlsbad in January of 2024 and I have had several issues with it since purchasing. Most recently, I am experiencing creaks and sounds coming from my sunroof while driving/while it's open. It almost sounds like something is loose. I have taken my car to my local *** dealer (I live two hours away from BMW of Carlsbad). I was told that my sunroof seals needed to be replaced and that it's only covered by new vehicle warranty. This is something that should have been inspected before selling to me. The sounds are becoming unbearable as the sunroof rattles during every drive/creaks turning into driveways. I got this looked at multiple times, as recent as month 2 of having the ****** second issue started within the past few months. My begun shake while idling and the dealership cannot figure out the problem. I replaced my motor mounts not even a year of having the car and I have no idea of what is causing this. There are also noises coming from my front wheels/brakes but *** claims they can't hear anything even though everyone else, including myself, can hear it. My 24V charger in ashtray does not work. I had my car inspected month 2 of having the car and *** told me I needed a new 24V charging port.I don't want to keep getting the runaround and I just want my car repaired so that I can enjoy it and not have to take further action. I should have been given a car that was fully inspected. I understand that issues come with buying a car but this is CPO car. These issues occurred not even a year into owning it. I don't neglect my car or drive it hard. I live about 2 hours away but am willing to come into the dealership if anything can be done about these issues.

    Business Response

    Date: 03/21/2025

    I left you a voicemail yesterday. I reviewed your service history and have a few questions for you (I noticed we have not worked on the vehicle after you took delivery). Please call me @ ************ and I would be glad to assist.

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

  • Initial Complaint

    Date:03/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 new vehicle in the end of November 2024. It is now March 2025 and my vehicle is still not registered! I followed up about 30 days after the purchase, and have been trying to get this resolved ever since. The dealership is horrible with communication and returning phone calls.*** one of the sales managers refused to help saying he already did all he could. He stated that I am welcome to call the General Manager, but that person would only repeat what he did. He also refused to connect me with the ** or leave the ** a message to call me back. He said it was his day off the next day and it was my problem, not his.Ive called the dealership at least 20 times and again, after almost 4 months, I still do not have the registration or title for my car. This is causing major issues for me at this point, as I can no longer drive the car and my bank hasnt received the title so the interest rate on my loan is going to go up.This is a major issue and BMW of Carlsbad is refusing to help, or even answer or return phone calls.

    Business Response

    Date: 03/13/2025

    The registration is still with CA DMV to process correct veteran plate. My GSM Davin will call you today with an update.

  • Initial Complaint

    Date:01/16/2025

    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.
    I purchased used *** Cadenza back in November 2024 (through ***) Also, I purchased extended warranty for ~$*****. Car had ~****** miles on it.Two months later, I noticed that engine oil level is way too low. I went back to *** and ask them how is possible to lose that much oil after ~500 miles driving. They kept the car for a week, and they told me they check everything, and they added oil, and it should be fine now. Few weeks later my son noticed that white smoke coming out from exhaust pipe and engine is overheating. We added 1 quart of oil just to make to dealership.I checked the oil level, and I saw that level is way below the limit again. We added 1 quart of oil just to make to dealership and we went back to ***. They kept that time car for 2 weeks. They gave me a loaner for that period of time. When I went back to pick up the car, they told us they replaced oil pump, and they added oil.Again, I've been checking oil level weekly and oil despairing drastically. Check engine light went off this ********** drop off for the third time was second week in November ~15. They told me they have to keep the car, but they never give me a loaner. Two week later I finally received the call saying they have to work with an insurance and check how much insurance will cover the repair. I found out few days later that I have to pay out of my pocket ~***** just for evaluation of the problem not including repair. So long story short they have my vehicle over 2 months and problem is not solved. They are not returning my calls, and I don't know what to do. I keep calling weekly once or twice but no response.Please help.What should I do?

  • Initial Complaint

    Date:12/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased a brand new *** x5m 2025 has been a nightmare waiting for registration they ignore calls and texts and never call back I been waiting 9 weeks for a answer they see our phone numbers and purposely dont answer calls this is the most unprofessional dealer I have ever dealt with they didnt even no the process for registration I purchased a car worth 140k and they cant even finish the job correctly and have respect to help me resolve the issue they took the sale and disappeared

    Business Response

    Date: 12/05/2024

    Sorry for the delay, my General Sales Manager ***** should be reaching out.

  • Initial Complaint

    Date:11/15/2024

    Type:Product 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.
    This was my original complaint. Although *** Carlsbad said they reached out, the problem is still not resolved. I filled out forms and sent everything they asked for on my end and we still have not received our refund. I followed up with them and got the answer: "It is in process." It has been well over 6-8 weeks. My last email has been unanswered. Initial Complaint 08/29/2024 Complaint Type:Product Issues Status:AnsweredMore info On 7/21/2021 my husband and I purchased an easycare gold warranty when we purchased our new 2021 X3. On April 28, 2024 we traded in the vehicle. Immediately I tried to contact *** Carlsbad to cancel the warranty, We had originally purchased from *** Vista, but learned that they were now *** Carlsbad. I would only receive that someone who get back to me. After I didnt receive a response back, I sent the cancellation directly to ******** early May 2024. I received the confirmation that they had the cancel documents. By end of July when we hadnt received the refund, I contacted ******** directly and they said that *** Carlsbad should be sending the refund because the cancellation was sent to them June 10, 2024. I have attempted every week since then to contact *** Carlsbad by phone and email, but have received no response and still no refund.

    Business Response

    Date: 11/20/2024

    The check for $1627.73 (check number **********) was send to BMWFS on 10/25/2024. Please reach out to original lean holder to forward the amount. This is typically done automatically within 30 days.

    Customer Answer

    Date: 11/25/2024

    I dont get why is was sent to *** financial when we sent proof the loan was paid off. We still have not received the refund. 

    Business Response

    Date: 12/04/2024

    I confirmed with BMWFS that the check for $1627.73 was sent to PO Box 425, Barstow CA on 11/19/2024. 

    If you have not received the check, please contact BMWFS @ ************.

    Customer Answer

    Date: 12/05/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:10/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 October 27th, I bought a new car, but it came with a pair of damaged key fobs and hundreds of miles already on the odometer. Initially, the sales team informed us that they would provide replacements for the key fobs and store credits. However, the sales team later changed their stance, insisting that the scratches on the key fobs were simply normal wear and tear. They offered inconsistent explanations for the damage, claiming the keys were stored in metal boxes that moved while other cars were being driven from a different dealership. They also suggested that the scratches resulted from a brake recall last month, which added mileage on the new car.We attempted to contact the sales team for the key replacements, but they responded with excuses, displayed microaggressions during our phone calls, and have ignored our recent calls and messages. This treatment as customers is disappointing.We hope the dealership will send us the replacement keys and provide an apology for the poor experience we've had.

    Business Response

    Date: 11/04/2024

    Our appologies for the poor response from your sales associate. My General Sales Manager, *****, should be reaching out to assist in resolving your concern and replace the key casing.

  • Initial Complaint

    Date:10/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 vehicle from this dealership out of state from ********** while living in *****. The problem was that the vehicle did not arrive as expected. It was a certified preowned vehicle from *** so it should be in great shape but it came with numerous issues that should have been caught during the inspection and should not have passed their certification. I received the vehicle with 2 worn out rear strut mounts, a broken driver's side visor, and a missing carpet light on the driver's side. The light in particular was concering because it was supposed to be connected to the side skirt on the driver's side but after taking it in for inspection I found that the side skirt had been replaced with the incorrect part. This is something that should have been caught since it is a certified prowned vehicle. Along with this the other issues like the strut mounts and the visor should have also been mentioned when purchasing the vehicle but they were not and the delaership has refused to compenate for those. I have already given them the $6,000 deposit on the vehicle and signed a finance aggreement and they are refusing to cover these issues and I am not receiving any response over the phone nor on email. The light has been quoted by *** to cost $1,648,04 and the visor has been quoted to be $327.73. The struts will be covered under my warranty so I am not asking for compensation on that.

    Business Response

    Date: 10/18/2024

    As discussed on the phone, we will be sending the replacement parts and arrange the labor payment for your local repair facility.

  • Initial Complaint

    Date:10/16/2024

    Type:Product Issues
    Status:
    Answered
    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.
    ******** purchased additional products with the car purchase 9/8/24 read all the legal details related to these products on 9/9/24 and decided we didn;t want them and wanted to cancel them called to cancel these products 9/9 and 9/10/24 called numerous more times talking to various people and leaving messages with no help in reolving our desire to cancel theses products were finally told to call a special department that handles these cancellations for the dealer ~9/13/24 (a week of ignoring our texts, calls, and emails)we called the number to cancel our products many times leaving messages and entered their call back system and were eventually able to talk to somone on 9/26/24 (another almost two weeks of giving us the "run around" and refusing to allowe comminuications to take place)on 9/26/24 we were finally able to work with someone from their cacnellation team who went through the steps of cancelling the products at this point we were told that in order to get a refund (adjust monthly payment since we removed ~$7500 of products from the loan) we needed to contact their delaer and ask them to redo our adjusted loan docs/sales contract we started texting, calling, and emailing the delaership to do this starting on 9/26/24 we talked to numerous staff at the ********** trying to get someone from the financne team to call us back to redo our contract and get our refunds we emailed numerous staff, we texted two different staff---this was numerous times over the next ~3 weeks we finally got tired of the intentional work by the dealer to prevent us from pursuing our legal options regarding cancelling these products and drove the 45 minutes back to the dealer to confront them in person we were told by the senior manager onsite that since it had been too long they wouldn't do anything----so they intentionally create roadblocks to stop consumers from pursuing their legal rights and them claim the customer waited too long

    Business Response

    Date: 10/24/2024

    Our sales manager **** has reached out to assist in rewriting your contract with the products removed.

BMW of Carlsbad is NOT a BBB Accredited Business.

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