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:05/22/2025

  Type:Sales and Advertising 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 believe I requested to be removed from any and all emails from BMW of Waterbury, however, I continue to receive them. The most recent email received today from Jason Herndon, previously received emails from Shameem and a Nicole. The email addresses are not available, however, I am positive of the names provided. I had requested a price quote on a vehicle, dealership appears more interested in getting a phone number instead of providing a price quote, in which case, I requested to be removed from emails, yet they still persist.

  Business Response

  Date: 05/28/2025

  Please be advised that this office represents ******* **** ***** with respect to the above-referenced BBB complaint submitted by ****** ******. We have inquired with the team at ******* BMW on this matter regarding the unwanted communications from ******* BMW and was advised that ******* BMW is willing to cease all communications and place Mr. ****** on the “Do Not Contact” list, however, they have not received any request to date to stop email contact. 
  
  Additionally, with respect to the most recent email referenced in Mr. ******’s complaint, Jason Herndon, ******* BMW’s General Manager, was reaching out to issue an apology for the experience described in a social media review left by Mr. ******.
  
  ******* BMW apologizes for any inadvertent inconvenience. If there are any further questions with regard to this matter, please do not hesitate to reach out to us at any time.
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising 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.

  Ive been receiving a number of unwanted calls from *** *** **** as of today, 5/21. A ****** search shows this number is sales department for BMW of Waterbury. I did not provide my number to this company, do not own a BMW . Ive received a total of five calls today, they need to delete my number.

  Business Response

  Date: 05/28/2025

  Please be advised that this
  office represents ******* **** ***** with respect to the above-referenced BBB
  complaint submitted by *** ******. We have inquired with the team at Hoffman
  BMW on this matter regarding the unwanted solicitations from ******* BMW and
  was advised that Mr. ******’s telephone number was likely provided by another
  customer in error. In order to flag the correct account as “Do Not Contact,”
  however, ******* BMW will need the telephone number and is requesting that Mr.
  ****** provide the telephone number as soon as is conveniently possible so
  ******* BMW can promptly remove it from the system.
  
  ******* BMW apologizes for any inadvertent
  inconvenience. If there are any further questions with regard to this matter,
  please do not hesitate to reach out to us at any time.

• Initial Complaint

  Date:03/20/2025

  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.

  Purchase a 2016 BMW ** in January 7, 2025, on January 18, 2025, a light came on my dashboard & I was told that my car brake fluid light needed to reset since they had just serviced the vehicle. On March 12, 2025, I notified the dealership that another light came on my dashboard indicating that my seat belt is malfunctioning & they gave me a date for March 13, 2025, to bring my vehicle in to be serviced, and was told on March 13, 2025 that I had to pay $245 for the vehicle to be diagnosed and another $245 for them to put brake fluid in. On March 14, 2025, I received a phone call from the service department stating that turn signal is malfunctioning and that's what's causing the seat belt to malfunction, and it would cost me over a $1,000 to repair and also that none of this is covered under my purchase warranty that I had therefore I had to come out of my pocket for the repairs.
  
  I'm filing this complaint because I had this vehicle less that 90 days of having this vehicle and it's has already cost me almost $2,000. I notified Capital One whom are the Leinholder for this vehicle, and they stated that I did have the warranty & to see if they would cancel my loan & I wo9uld return the vehicle. After consideration not only this vehicle costing me over $2,000 but if I was to return this vehicle, I will lose out of my downpayment, & the car payments that I have paid thus far.
  
  I am reaching out to BBB to help me to rectify this problem and to put you on notice regarding this dealership, because I feel that because i am a female they took advantage of me for a vehicle that I had less then 90 days.
  
  Please let me know what further actions I can take.

  Business Response

  Date: 03/24/2025

  ******* BMW has investigated this complaint, and determined that the appropriate course of action is to provide a refund to the complainant for the full amount charged by the service department. A representative of ******* BMW will be contacting the complainant today regarding the matter, and a refund check will be cut and delivered to the complainant as soon as is practicable. If there are further issues regarding this matter, please do not hesitate to contact us further. 

  Customer Answer

  Date: 03/25/2025

  I did receive a call from someone at BMW of Waterbury stating I would get a full refund and someone would reach out to me on 3/25/25 however they didn’t. I would like to keep case open until I receive my refund.

  Business Response

  Date: 04/04/2025

  As previously mentioned, we have provided a refund check to the complainant and have now been advised that it has been received. We would respectfully request the matter be closed. 

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair 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 am writing to express visit at the dealership. I charged $290 for a car detailing and oil change, but unfortunately, the services were not as expected.
  
  Upon inspection, I noticed that the car was not detailed properly and remained very dirty. Additionally, the oil meter indicated a low level. I returned to the dealership immediately, and I was advised to wait for the oil level to adjust and was assured that the car had been cleaned. However, the issues persist, as shown in the attached pictures.
  
  I attempted to contact your team via phone and chat but received no response. Instead, I received a call threatening to tow the car or demand additional payment, claiming the car was serviced.
  
  I am seeking a resolution to this matter

  Business Response

  Date: 01/17/2025

  This office represents ******* **** ***** with respect to
  the above-referenced BBB complaint submitted by **** ******. We have inquired
  with the team at Hoffman BMW on this matter regarding the service of Mr.
  ******’s **** ***** ******* on December 19, 2024, and were advised that Mr.
  ****** came to Hoffman BMW for an oil change.  As a part of this service,
  Hoffman BMW provides a courtesy wash of the vehicle.  Customers may choose
  to upgrade to a “wash plus,” for an additional $50.00, which includes a courtesy
  wash plus window cleaning, wipe down of hard and soft interior surfaces, vacuum
  of all carpets, and tire shine application.  Notably, this upgraded
  service is not a full detail of the vehicle.  Mr. ****** opted for the
  wash plus upgrade.  Once service was completed, Hoffman BMW provided Mr.
  ****** with a service invoice, a copy of which has been submitted with this
  response.  Mr. ****** paid the full amount of $289.58 via credit card.
  
  After service was completed and payment rendered, Mr. ******
  contacted Hoffman BMW claiming that the oil was not properly changed, as the
  oil gauge was low.  Vincent R*********, Service Manager at Hoffman BMW,
  informed Mr. ****** that the gauge does not indicate the oil level but the oil
  temperature, and it appeared to be “low” because the temperature of the oil was
  cold upon being changed.  
  
  Hoffman BMW subsequently received a notice that Mr. ******
  had disputed his credit card charge.  Mr. R********* has attempted to
  contact Mr. ****** on multiple occasions to discuss his service concerns and
  the disputed payment but has received no response. 
  
  Hoffman BMW maintains that Mr. ******’s vehicle was properly
  serviced in accordance with customer requests.  If there are any further
  questions with regard to this matter, please do not hesitate to reach out to us
  at any time.

  Customer Answer

  Date: 01/17/2025

  
  
  Complaint: 22747031
  
  
  
  I am rejecting this response because:

  The information provided about the wash is incorrect. I was
  informed that it was car detailing, not a wash, for an additional 40, not50
  and the car was dirty not even washed.
  Additionally, the statement regarding the oil and gauge is
  inaccurate. When I returned, they claimed they added oil and that the level
  would rise over time, which is not true.
  Furthermore, the assertion that I did not respond is false.
  I communicated with them in person, over the phone, and via text, responding to
  every message."
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 01/31/2025

  This office represents ******* **** ***** with respect to
  the above-referenced BBB complaint submitted by **** ******. In response to Mr.
  ******'s most recent comments regarding the service of his **** ***** *******
  on December 19, 2024, the team at Hoffman BMW maintains that Mr. ******’s
  vehicle was properly serviced in accordance with customer requests, and, as illustrated
  by Mr. ******'s complaint, there are no issues with the oil change performed on
  his vehicle. Even so, Mr. ****** disputed his entire credit card charge for the
  service. Given that the dispute was for the full service amount, Mr. ****** has
  received a free oil change and free wash plus service.
  
  If there are any further questions with regard to this
  matter, please do not hesitate to reach out to us at any time.

  Customer Answer

  Date: 02/03/2025

  
  
  Complaint: 22747031
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:10/10/2023

  Type:Billing 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.

  Purchased a vehicle on 8/30/2023, as of today (10/10/2023) I have still not received plates or registration paperwork and temporary tags have long since expired. This has occurred despite me reaching out to the business multiple times (9/22/2023, 9/29/2023) inquiring about the status of my plates/registration. Most recently, on 10/03/2023 I was told the plates/registration were being overnighted to me, but they have still yet to arrive, with no tracking number provided despite request.
  
  In addition to this, the business contacted me a month after purchase informing me that their monthly payment calculator was broken at time of contract and my monthly payment would need to be nearly 100$ higher (729.79 => 819.37) since it didn't include taxes. This is not representative in any of the paperwork I signed, and was not presented during negotiations. Despite multiple attempts at reaching out (beginning on 9/27/2023 when I was told the monthly payment would be increased), the business has failed to provide an itemized breakdown of the purchase, and how it resulted in this new price, or attempted to reach a resolution with me. Very frustrating and unprofessional.

  Business Response

  Date: 10/25/2023

  We apologize for any inconvenience and have called left a voicemail to the number on file to ensure Mr. **** has everything he needs. It looks like your license plates and registration were
  delivered last week. We are sorry for the gaps in communication as we certainly
  strive and train better. I would also like
  to apologize for our call relative to the issue in collecting sales tax on your
  finance contract.  The system error was on our side of the transaction, as
  such, we will rightly take responsibility, no contract changes are
  necessary. 

• Initial Complaint

  Date:06/28/2023

  Type:Sales and Advertising 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.

  Purchased a new 2024 BMW ** on 5/24/23. To date, *** *** has not received paperwork needed to issue Registration and Plates. ** Temporary License Plates have expired and I am unable to drive vehicle. Phone calls, emails remain unanswered.

  Business Response

  Date: 06/28/2023

  Our General Manager, Jason H****** called? Mrs. ******* to apologize for the delay in getting her plate. We are overnighting a dealer plate so she can driv her vehicle and have provided her with the tracking number. Our team will be working on the registration and Mrs. ******* has our General Managers personal cellphone for communications going forward.

  Customer Answer

  Date: 06/28/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. We await the overnight delivery of dealer plates & Loaner Agreement which will allow us to drive our vehicle for now. 
  
  It is unfortunate that we had to go through this. This issue is not closed and will not be 100% resolved until we receive the proper registration and plates from ***. Fully understanding the time frame involved. 
  
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:02/02/2023

  Type:Sales and Advertising 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've received a number of unwanted calls and texts from ###-###-#### as of recent, including from today on 2/2 and on 1/30. The person calling today identified business as BMW of Waterbury. It appears someone is giving out my number instead of their own as they do not wish to be harassed over the phone.. I can understand why as they've called twice so far, texted as well.. The last call was from today after opt-out of text messages..

  Business Response

  Date: 02/21/2023

  Mr. ******, I apologize for the frustration you are experiencing. We don't have a record of the number that is reaching out to you. I am the marketing manager and would be happy to do some digging on my end but I need more information. Can you email me at: *****************************? Thank you!

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:The person calling from number identified as BMW of Waterbury, the screen shot shows number as well..
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 02/21/2023

  The screen shot is just the number and how many times they called. I was hoping you could let me know the name they provided, and/or department they are saying they are from so I can address the situation. 

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  die not get name of dept, assuming it was sales
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 02/24/2023

  I apologize for the frustration but that number does not belong to any of our employees to our knowledge. Without a name or department or any additional details to investigate, there isn't a next step we can take.