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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:09/26/2024

    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 my car from this dealership in January 2024. The car was supposed to come with a second key but I was told they ordered the key and it would be sent to my house. Since then, I have contacted the dealer multiple times inquiring about my second key and I have been ignored. I do not live within a reasonable driving distance from the dealer so it's not as simple as going in and asking. I have called/sent messages to the dealer and my salesman directly and have been given the runaround/ignored. I want them to provide a second get to my certified pre owned vehicle.

    Business Response

    Date: 09/27/2024

    My apologies for the lack of communication. My General Sales Manager, *****, left you a voicemail this morning and has ordered the key. We can ship it you Monday when it arrives.

    Davin's direct line is ************.

  • Initial Complaint

    Date:05/11/2024

    Type:Order 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.
    Paid $600 upfront at time of purchase for 6 pre-paid oil changes. Was informed that I can use these whenever I want over the next 6 years. Took my car in for oil change and they refused to change oil as it wasnt due. I was right there at the dealership demanding service which id already paid for but was refused. This is unacceptable.

    Business Response

    Date: 05/14/2024

    Good Afternoon, my name is **** and I am the Service Manager for *** Carlsbad. I left you a voicemail yesterday and would be glad to assist with your concern.

    I see we read you key last in December and you were 7k miles away from being due for service. Though my Team should have advised you it is too early for service, they should also have been aware your VCP contract will allow early usage of the prepaid services (the OEM *** contract will not). Please note the advanced *** CBS system is very accurate and recommends service at proper / safe intervals for your engine. It monitors oil condition based off operation conditions and is not just a simple time / mileage counter. The longer service life helps reduce waste and pollution, and is designed to save you time and money.

    Please contact me @ ************ or ************************* to assist. I would be glad to assist with a service appointment if you would like to give our Team another opportunity to earn your business, or I can assist with cancellation of your contract with the prorated refund due. Please note, if you still have a loan on the vehicle the refund will likely be applied directly to the lender reducing your loan principle.

    Customer Answer

    Date: 05/15/2024

    Sorry ****, never going back to your service center as the staff is untrained and rude. Im a paying customer, not a hippie asking for a favor. 

    I paid the 600 on my cc, did not roll it into the loan. Refund needs to be applied to the cc. Please dont waste my time on phone calls. Any communication can be through this channel or my email ******************.

    Business Response

    Date: 05/15/2024

    I have sent you an email with requested information to cancel your VCP plan.

  • Initial Complaint

    Date:02/19/2024

    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.
    I purchased a *** at BMW Encinitas who closed and Carlsbad took over business. In CA I have the right to a refund (prorated) on Maint Plan. I have been trying to be refunded for months (see original return of mail) Per 3rd party company *** never filed my orginal contract. I believe this is why my case has been unresolved. I would like my refund, if *** didnt pay for my contract to Maint contract people, that is not my problem. They took my money and per law I have the right to it back. This has been extremely fustrating. I have been working with Carlsbad *** who stated would process my refund, and now no one will return my calls or messages.

    Business Response

    Date: 02/20/2024

    Per the phone conversation with the finance director, ***************************** **************************** the refund has been requested last week and is in process. Typical time to receive the refund check is 6-8 weeks.

  • Initial Complaint

    Date:10/11/2023

    Type:Customer Service 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 9/23/23 I signed a purchase order on a car with BMW of Carlsbad. The day before, they ran my credit and we agreed on financing terms. Then on 9/26 I am told they sold the car to somebody else with no explanation or alternate solution. In these 3 days, I sold my current car and purchased a plane ticket to pick the car up. Now I don't have a car.I would like a resolution from management.- Correction to credit report - Similar car

    Business Response

    Date: 10/19/2023

    Though pricing was agreed, the vehicle was never contracted and sold. Several interested parties pursued the same vehicle, and a local buyer contracted the vehicle prior. Our GSM, ********************* can be be reached @ ************ and would be glad to assist in locating another vehicle the meets your needs.

  • Initial Complaint

    Date:07/20/2023

    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.
    ****** of Encinitas is now ************************************* work was performed starting 4/18-7/18/2022 and there is an issue with the work performed with part lifting off trunk. Reported the issue to *************************** on 6/2/2023 and on 6/20/2023 he txt me back that *** does not make the part so they can't help me. I then met with *************************************** and he said he can't help me- without even reviewing the paperwork of the work performed. I have since tried to reach **************************** via emails and phone calls but he has not responded to either. The issue is the part in question they removed off the trunk incorrectly and installed it on a new trunk part and appears to have used adhesive when installing the part, and it is now lifting up off the car and needs to be fixed. There are ways to correct the issue and they refuse to fix the work performed. They collected $12k from my insurance company for the work performed. They can source used OEM part and will not do so. I have tried all avenues and now need your help.

    Business Response

    Date: 07/28/2023

    The plastic panel has deformed due to age and weather exposure. As previously stated this part is discontinued by the manufacture and not available to order as new.

    We have previously offered, as a goodwill gesture, to assist with installation of a replacement part sourced by the customer.

    Customer Answer

    Date: 07/28/2023

    The said part was never an issue until it was removed incorrectly stripping some of the grommets, therefore it was re-installed incorrectly and adhesive was used to try to mask the issue at installation. It is now coming up due to the installation that was performed, as there was no issue prior to removing and reinstalling the part.

    *** of Encinitas/******** never disclosed that *** did not make said part anymore at the time of the work being performed, so I was misled. Had I know this prior to agreeing to the new trunk parts, I would not have replaced the trunk parts- which *** of Encinitas/******** benefited from another $3k+ that they charged my insurance company to replace the trunk parts. It is now lifting as the adhesive they used has warmed and is causing the part to lift up due to change in weather. I have had 2 reputable body shops look at the car issue and they agree that it was the work performed by *** of Encinitas/********.

    *** of Encinitas/******** did not even look into the issue to try to work on the car to fix the issue without changing the part. They said they can't help me due to part no longer being available. 

    There is a warranty on the work they performed and *** of Encinitas/******** should resolve the issue and not blame that the part is old and no longer manufactured, but find a solution to fix the issue at no expense to me.

    Business Response

    Date: 07/31/2023

    The rear panel is separating. The complete assembly was removed during the trunk refinish, but the panel was NEVER separated. The panel is removed by 20+ nuts that attach to the truck panel. 

    The molded portion of this component is warped and separating from the hard plastic base. 

     

    We would be glad to show you how the panel is attached and show no outside adhesives were used in the process of removal / install. We can access the bolts in your presence and show at no point would the area that is separating be touched.

  • Initial Complaint

    Date:02/17/2023

    Type:Sales and Advertising 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.
    Ive had a new *** X5 since October of 2023. I have contacted them several times. Over the last 4 months. The GA DMV still does not have the correct paperwork so I can register this car in GA and apply for a tag. My insurance has given me a final warning to produce a GA tag number or they are dropping this car from my insurance. I just need this done.

    Business Response

    Date: 02/21/2023

    As discussed with *************************** has the vehicle title. The title transfer request form was completed and sent to BMWFS to transfer the title to GA DMV. Please contact ****** directly @ ************ if we can be of further assistance.

  • Initial Complaint

    Date:09/01/2022

    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.
    Let me start this review by saying that the buying experience with ****** went great, no issues there.The issues came when there was bill due work, and dealing with their lack of service department, specifically the service director ****, what a complete jerkoff he is. I was a team player and dropped my car off and didn't ask for a rental and my wife and I share a car. Figuring it would only be 2-3 days **** 10 days later (after speaking with my service rep the night before, **** who said were good hope to have the car done in a a couple days, he was great) I get a call from said Lack of service "director" **** telling me that they were not going to be doing the work that **** had said they would be doing and that my windshield was cracked. Wait what? Sure wasn't cracked when I dropped it off 10 days ago. Furthermore you tell me oh it spread in the heat while it was here sitting for 10 days. No one even told me it was cracked! Seriously can't make this stuff up. The lack of service director **** should be FIRED, no idea how people have to work for this idiot. Also, my car was filthy from sitting in the sun outside for 10 days. Safe to say I will never do any sort of business with this lack of service department.Long story short, buying the car no issues, servicing the care NIGHTMARE! SERVICE DIRECTOR **** SHOULD BE FIRED!

  • Initial Complaint

    Date:08/04/2022

    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 purchased a 2021 *** 750i Msport from this dealer I believe on May 27th 2022 and I repeated my self many times to sales consultant and the lady at the finance department while filing for paper works that this vehicle is going to be for my business and I need a commercial registration. After waiting for 4 weeks or so I got a regular registration in the mail. I tried to contact sales consultant many to figure this out but everyones been lying to him as well that they are going to fix it but no one ever did. After 3 weeks of me speaking to someone over the phone named ************************* who was telling me that I need to sign loan application again and she will send it in an house but she never did and I called her again and she wouldnt pick up. After leaving multiple voice msgs and calls she answers and says she will send them and I immediately signed and sent them back and still no luck she lied and she didnt nothing she just wanted the Loan paper corrected or whatever. After calling many many times again and again mangers were giving false information and asking me to call dmv Nd go to the dmv and dmv said they cant do nothing its all dealer. I went to the dealer and spoke to GSM named ****** and the ** is never there and no one is welling to give me **s info. ****** says oh he will fix it take care of it and asks me to take the car to weighing station somewhere and have the car weighed. I asked him to do it himself. He gets that weighed and I still havent gotten anything and its been another 2 weeks I think. I dont know what to do. Every week I am losing $3750 of income. I purchased this vehicle so that I can make money on it. On top of losing income I have been paying $1800 for payment and over $900 for insurance and keep waiting for these people to lie to me. I need help.

    Business Response

    Date: 08/12/2022

    All relevant paperwork has been submitted to CA DMV for processing.

    Customer Answer

    Date: 08/19/2022

    To whom it may concern, 

    I received an email saying that the message from the company says "All relevant paperwork has been submitted to CA DMV for processing."
    I am sure this is just another lie and they have been telling me for the past few months. I need to see proof and no one has ever called me or emailed me regarding the process which never exists. 

    an absolute lie, trying to get away. I spoke to the General manager and told him if they can't get me the commercial registration they need to take the vehicle and he was very rude and told me i was full of s*** and he won't take the car back. he did say that they made a mistake and they are trying to fix it and at the same time he mentioned that *** financial doesn't do commercial. Therefore it is very clear once again that they committed the fraud selling my vehicle as a personal on purpose even though I repeated myself a million times that I need this vehicle for my business and I need a commercial registration.
    They are just wasting time and I am paying huge bills here. $1741.** vehicle payment. $900+ vehicle insurance payment and $3750 loss of income on this vehicle every week. 

BMW of Carlsbad is NOT a BBB Accredited Business.

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