Complaints

This profile includes complaints for Union Park Automotive Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Union Park Automotive Group, Inc.

  1704 Pennsylvania Ave Wilmington, DE 19806-4020

  
• 

  Union Park Automotive Group, Inc.

  PO Box 2508 Wilmington, DE 19805-0508

  

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:05/17/2025

  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.

  On February 25, 2025, a technician diagnosed my vehicle with fuel system issues, including codes P129B and P129F. A full diagnostic was performed: fuel quality was tested and found in spec, fuses were checked, voltage was verified, and eventually, the fuel tank was removed. Rust was found on the fuel pump springs and debris in the tank. Despite these findings and the removal of critical components, the shop has still not returned my vehicle.
  
  It has now been over two months, and I have not received any updates, a repair completion date, or a loaner vehicle. I have contacted the shop multiple times but have not received a resolution. This extended delay has caused significant inconvenience and financial hardship, especially since the vehicle is essential for my daily responsibilities.
  
  I am requesting that the BBB help facilitate a resolution by urging the business to:
  1. Immediately complete the repair and return my vehicle in working condition or compensation for 70,000 to cover mi vehicle and the rental and new car expenses

  

  Business Response

  Date: 05/20/2025

  We apologize that this repair has taken so long and that Mr. ***** has not been updated properly.   At this time, we plan to have the repair completed by the end of next week.  We have communicated this timetable to Mr. *****.  Thank you. 

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.To whom it may concern,
  I do not accept the business's response regarding claim #76823799C78E8.
  The company has continuously stated that our truck would be ready "next week," but this has been said multiple times over the past several weeks without any actual completion or return of the vehicle. These repeated delays have caused significant hardship and inconvenience.
  At this point, we are requesting a firm and documented resolution — including a specific, guaranteed date for the truck's return and confirmation that the required repairs have been completed.
  Until this happens, the matter should remain unresolved.
  Sincerely,
  

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23344901

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 06/13/2025

  Due to the complexity and scope of the repair, we are not able to give a definitive date for completion.  We have spoken with Mr. ***** this week.  We are diligently working to complete the repair as quickly as possible.  

  Thank you. 

• Initial Complaint

  Date:04/01/2025

  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.

  This Complaint is for failure of Union Park BMW (UPBMW) to return extended service (ES) cancelation premium of $3,670 to me or to the lender since 3/10/25 when the extended service underwriter, Safeguard on behalf of BMW USA, returned the money to Union Park BMW. I am also complaining of other excessive charges by Union Park BMW.
  
  1. On 2/26/25, at around 7-8pm, I purchased a Dealer Certified used 2022 BMW X2 from UPBMW and ES contract at $3,670.00. The extended service contract will not be effective until after July 2026 when the factory warranty on the vehicle will expire.
  2. I was not given the paperwork on 2/26/25. I was able to open the resent email on 2/27/25. I felt that the dealership overcharged me on some fees like NJDMV sales tax, registration fees, and temp fees.
  3. On 2/27/25, I called UPBMW to cancel the extended service contract and to refund the $3,670.00 plus any added tax. UPBMW did not return my messages on this issue for several days.
  4. On 3/10/25, Robert Zerbe responded that “Cancellation has been sent in. Refund will be sent to the lender once we receive it (45-60 days)”.
  5. On 3/31/25 the extended service underwriter, Safeguard BMW informed me that the Extended Service Contract was cancelled, and the money refunded to Union Park BMW on 3/10/25 and that the refund was done electronically and would reflect in UPBMW account the same day.
  6. Please note that the factory warranty on the vehicle is good till July 2026. I am being made to be paying exhorbitant interest (11.23%) on a service ($3,670) that I am not using and would not be effective until July 2026 and I have requested cancellation
  7. UPBMW owes me the $3,670, the taxes I was billed on that amount, and the daily interest that have be accruing at 11.23% on that amount until the lender receives the refund.
  14. I want refund of all overcharges.
  15. I am yet to receive my registration, plate numbers and the second key to the vehicle from UPBMW.
  your 2000 character limit restrains

  

  Business Response

  Date: 04/14/2025

  The financial institution that financed Mr. ******'s vehicle purchase has received the refund.  They will apply it to the balance remaining on the loan.  We will send a check to Mr. ****** to cover the financing costs of the warranty. 

  These actions should resolve the issues.  Thank you. 

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  Matter not totally resolved. 1. I have not been sent the refund on the interest charged on the cancelled extended service premium. No date stated in their response to BBB as to when refund will be issued. No amount stated and how calculated. I ask that the refund be issued immediately.2. I have yet to receive the vehicle registration on the vehicle which I bought on 2/26/25 (it will be two months in 4 days on 4/26/25).  According to Union Park BMW, tag work was not sent out by Union Park BMW until 4/8/25 and I was not previously advised until 4/8/25 that there would be delay in processing the tag/registration. Consequently, I have been unable to conduct New Jersey automobile inspection, two months after purchase. 3. I am yet to receive the second key to the vehicle. The Union Park BMW is to program the key to the vehicle. Regards,
  Complaint ID: 23146487
   
  
  
  
   

  

  Business Response

  Date: 04/30/2025

  We have provided the second key and the check for interest.  DMV is processing the tag and it will be completed before the 90 day temporary tag expires. 

  Thank you. 

• Initial Complaint

  Date:12/20/2024

  Type:Billing 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.

  I file a review with BB on this and please refer to that for more detail. Basically I purchased a vehicle from this dealership for a negotiated price of $68,775.00. The original MSRP was $73,775.00. I was able to negotiate a $5,000.00 discount off the MSRP with my sales Rep. Mike *******. I also was able to get an additional $500.00 military discount. I discovered two days later that 3 thousand dollars was now missing from the 5 thousand dollar (written) agreed upon discounted price on the Out the door price.
  
  Contacted ****** ***** the Finance manager and who we finalized the financial paperwork with and he never fully explain where the 3 thousand went and could not show me on the final purchase paperwork where it went. He just doubled talked me about it being in there and but could never show me.
  You will see a hand written 3 thousand number written on the final sales sheet but that was done by ***** when I met with him but as you will see it does not appear in any of the typed numbers on the original price sheet.
  I suspect that I being defrauded out of the additional 3 thousand dollar agreed upon discount on the out the door worksheet agreement with *******.
  
  I also had to address the elevated finance APR on the final paperwork which showed 3.99 APR and we were supposed to get the 2.99 APR. ***** finally corrected that but the 3 thousand dollar additional discount is still unresolved. We feel like we were being worked over first with the switching of the APR which we got fixed and now with the missing additional 3 thousand dollar discount. Refer to attachments (out the door negotiated sales agreement with sale rep then the final purchase agreement in the finance office) for more details.

  

  Business Response

  Date: 12/21/2024

  Mr. ****** is correct that Union Park BMW agreed to give to him a $5000 discount on the BMW X5 that he purchased from us.  This discount initially agreed to, as shown on the attached document worksheet, brought the price for the X5 down from $73,775 to $68,775.   The worksheet includes the handwritten note that that pricing includes all incentives.  

  In the final document Mr. ****** signed, he actually received a $5500 discount including incentives, which is $500 more than agreed (a $500 benefit to Mr. ******).  This $5500 discount is comprised of the $3000 discount shown in the Cash Price area ($73,775 reduced to $70,775) and then subtracting the $2500 noted in the Rebate/Incentives line toward the bottom of the document.  

  Thank you. 

  Customer Answer

  Date: 12/26/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. I had also sent in a request to BBB to close the case 24 hours after filing the complaint because Union Park and I had resolved the issue. From the looks of this document BBB sent the complaint over to Union Park anyway which was unnecessary.
  
  
  
  Regards,
  
  
  Complaint ID: 22714973

• Initial Complaint

  Date:09/27/2024

  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.

  On 9/25/24 we brought our Honda crv to Union Park Honda in Wilmington DE for diagnosis on an issue. Their technician performed a low pressure fuel pump recall and high pressure fuel pump. They stated that the trouble code from the vehicle(P0087) was why the high pressure pump was replaced. The issue is that the recall also releases that code so we didn’t pay due to it sounding like a misdiagnosis. I’ve offered to pay for the fix then pay to have the old pump installed and they dodged it and said no, even though the labor and parts would be payed for regardless.

  

  Business Response

  Date: 10/05/2024

  The customer who approved the work and brought the vehicle to Union Park Honda is not Mr. **************, but his mother, **** ****** 

  When we diagnosed the issue with the vehicle (multiple dashboard warnings and inability to exceed 30 mph easily) we found a low pressure issue within the fuel system.  We then examined both the high and low pressure pumps and searched for leaks to isolate the issue. 

  During our diagnostic process, we determined that the high pressure pump had failed due to the sensor readings.  We also isolated the low pressure pump to check its performance in isolation and found that it is performing correctly.  We also did not find any leaks in the system. Due to the lack of leaks and the fact that the low pressure pump is performing normally, we diagnosed that the high pressure fuel pump has caused the issue with lack of pressure in the fuel system. 

  The low pressure pump recall that we completed would not have resolved the issue, because the low pressure pump operated normally (it is normal for a recall to address a part or system even if the system is working properly as the recall is designed to avoid an issue developing (just as an airbag recall may replace hundreds of thousands of airbags even though only a few airbags have actually failed). 

  **** ***** approved our work to replace the high pressure pump.  

  Mr. ************** has asked that we reinstall the original high pressure pump to confirm that is does not work and was the cause of the issue after we completed the low pressure pump recall.  We declined to complete this work and explained to both Mr. and Ms. ***** how we reached our diagnosis of the issue.  There is no reason to believet that the low pressure pump subject to recall was the cause of the current issue with the vehicle.  Again, we note that recalls are designed to replace parts before an issue arises whenever possible so it is not unusual that the low pressure pump was operating normally at the time that the high pressure pump failed and caused the issue with the vehicle. 

   

• Initial Complaint

  Date:09/25/2024

  Type:Billing 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.

  I dropped my BMW 335i off at Union Park BMW Service on 0700L 16Sep24 for a clunking/banging noise in the rear. Was assigned a Mr. ********* as my representative. A few hours later he called and stated the issue was a right wheel bearing, but they would also be replacing the hub. I asked why? He stated that’s just how they did it. And it would ready tomorrow. Tomorrow comes, no word from Union BMW. So, I called them, could not reach anyone only answering machine/s. Eventually received a call back late afternoon. Not all the parts had come in.
  
  Quite a bit transpired between Day 1 and Day 7 but too many words to fit in allowed space.
  
  Day 7 now, initially quoted as approximately a 5-hour job. Late afternoon (@1530L) Mr. ********* calls your car is ready. Arrived @1630L, service department is nearly a ghost town. Finally saw a representative at the other end and spoke with her. Stated she wasn’t my assigned representative so she couldn’t speak to the issue. Fortunately, the manager Mr. ******* was, he stated they resolved the issue by reinstalling my original old hub.
  
  Pay the bill, waited outside for over 15 minutes for the valet to bring my car around. Start the car and immediately a brake fluid warning display. Just happy to finally have my car back I’ll worry about it later. Begin to drive out of the parking lot and notice the steering is canted to left as the vehicle is moving forward in a straight line. Just to be sure, I drive a couple blocks to check and return to Union BMW Service. Now the manager is gone and basically the only few people left is the representative I just dealt with. She stated everyone was gone for the day, nothing she could do except take the car back in.
  
  Day 8, have been emailed and texted that the faulty aligned that Union BMW Service did would be taken care, first thing. It’s now afternoon and guess what, no updates and no car.

  

  Business Response

  Date: 09/26/2024

  We have spoken with Mr. ***** and resolved the issue to his satisfaction.  Thank you.   

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 22338231
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:08/30/2024

  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.

  Union Park BMW presented 2024 BMW I4 in new condition with only 3600 miles stating prior owner wanted a faster vehicle but after I took it for Maryland State inspection and the car got a brake malfunction alarm the 1st day of owning it the inspection station showed me where multiple parts were replaced on the vehicle and was most likely in an accident I took the pictures provided showing those newer replacement parts and the other showing the tires were not star rated indicating they were also replaced and not OEM run flats. The car was then towed back to Union Park for further repair. Several days later after voicing my concerns the Service manager Mr.******* advised me the car was in an accident and Union Park had made the repairs when the prior owner traded the car in. Which confirms Union Park mainly the Sales Manager *** ****** knowingly withheld information and commited text book fraud, ie. an act of deceiving or misrepresenting, intentional perversion of truth in order to induce another to part with something of value. In order to complete this purchase I had to sell vehicle with nothing wrong i wanted to merely upgrade and instead i was stuck with no vehicle because of this. And in turn was forced to purchase a different vehicle which i wouldn't have in different circumstances to replace it.

  

  Business Response

  Date: 09/03/2024

  We apologize for the issue that Mr. ******** encountered with the pre-owned BMW that he purchased from our dealership.   The sales department was not aware of the prior repairs to the vehicle due to a lack of communication during the vehicle's reconditioning process.  

  Union Park BMW offered to repair the vehicle at no cost to Mr. ******** or to repurchase the vehicle from Mr. ******** with a full refund to Mr. ********.   Mr. ******** chose to receive a refund of the full amount that was paid. 

  We agree that the issue with the vehicle should not have occurred and thus refunded Mr. ********'s payment. 

  Given the options that we presented to Mr. ********, we do not believe that we are responsible for further payment.  

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  

  They intentionally misrepresented the vehicle which they repaired at Union Park BMW submitted false information to carfax and misled me about reason the prior owner traded it in and tires which came on the vehicle as soon as i suggested something was wrong they  implied i must have hit something also they did not offer a refund or to fix the vehicle for free i immediately demanded one due to Union Parks repeated lack of truthfulness me having to do my own investigation which took 1 day the fact they claim ignorance is appalling. I was left without a vehicle which i had only bought because it was the one i liked after this i was forced to buy a different one which i would not have in any other situation. This is a stereotypical used car experience you would get at some second rate  no named small dealership not a BMW dealership and the BBB should now consider them as such.

  
  
  Regards,

  
  

  Complaint ID: 22221994

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:08/28/2024

  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.

  My wife and I bought a car from Union Park Volvo, it had a few minor scratches, but all-in-all seemed to be an awesome car. We told them that we would pay the sticker price if they fixed the scratches and they agreed. During the sale, my wife made them put everything in writing and they promised to fix everything as discussed and itemized.
  First lie: they told us that they would have everything complete before we picked up the car, upon pickup, nothing had been completed. After my wife had to make multiple calls and arrange everything herself (like she was the admin for Volvo) we dropped off the car and was told that they’d make good on their promise. Within the next few days we called them to ask about the progress on the vehicle, to which they responded with “we don’t have your car”
  This caused major concern and make my wife and I freak out… we have the Volvo app and traced the car to their body shop ( having had to drive 20-30 mins out of our way on the weekend to find our missing car. We then informed Volvo where the car was and that they actually had possession of our vehicle as we had originally stated. They apologized and said that they’d get the work done as quickly as possible.
  Well, we got a call and they said come pick up the car… At first glance it looked light they fixed the large scratch and everything seemed to be okay… until we drove the car and it sounded like the passenger side door was going to fall off. Then the next morning I inspected the car in the sunlight and saw that the paint didn’t match, the door panel wasn’t even clipped in (put back together properly) and now the car was leaking water into the from passenger side. In addition the passenger pillar between the front and back seat had a dent and a scratch.
  
  My wife and I decided to never go back to that scam-centric-Volvo location and to go to a more reputable dealership. We went to Stillman (amazing people + willing to help) but they told me that corporate wouldn’t allow them to fix it

  

  Business Response

  Date: 08/30/2024

  We have contacted the ****** to resolve the issue.  We completed the work noted on their vehicle in January of 2024.  We can provide a further update once we have inspected the ******' vehicle.  Thank you.  

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I received a phone call from Union Park's finance person who helped us with the vehicle. He said that his boss *** is now more involved in the daily business operations as he was previously mostly managing the Union Park location from the back seat, just delegating everything to his team. We ask for *** to call us back or respond to any of our calls or e-mails and was told: "maybe he can call you"... The next time the finance guy called me, he told me that *** would not be calling and that we would only be dealing with him. He said that they would like to fix the car and that the soonest they could schedule us in is towards the end of September. So nothing has been fixed as of yet, the car still leaks water, the door needs to be fixed, additional scratches and dents from last encounter with Union Park need to be fixed, the wheel well and body panelling from the last encounter also needs to be reassembled correctly, not to mention all the other stuff they promised to fix before delivering the vehicle...
  
  
  Regards,
  Complaint ID: 22210909
   
  
  
   
   

  

  Business Response

  Date: 10/17/2024

  We communicated with ******* ****** today.  She confirmed that the issues her husband, ******* ******, raised have been resolved to the ******' satisfaction.  No further action necessary.   Thank you. 

• Initial Complaint

  Date:08/13/2024

  Type:Product 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.

  Oll change on 07/08/24, coupon was not applied after discussion with assistant sales manager ******. My wife picked up the vehicle and was over charged. Coupon was for 95.50 and my wife paid 160.00. My wife went up to the dealership on 07/09 and requested a refund. Spoke with ********* on 07/09 in person and was advised the charge was unable to be reversed and a check would be sent in the mail. It has been a month and I still don't have a refund.

  

  Business Response

  Date: 08/14/2024

  Please accept our apologies for the delay.   We will refund to you the difference of $64.50 between (the difference between the coupon price and the amount you paid). 

  Thank you very much for choosing Union Park BMW.  

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 22136680

   

  The refund of $64.50 is sufficient.

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:06/06/2024

  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.

  We had problems with our car and scheduled an appointment with BMW Union Park on 03/13/24. We had work done and was advised that the 4 tires (Multi Point Inspection) should be immediately replaced. ********* **** provided a price comparison for the (RUNFLAT) tires that were the baseline tire for my make/model and year vehicle.
  
  We scheduled another appointment 04/05/24 to have a previous repair steering issue to be re-adjusted. On the 04/05/24 appointment, we also scheduled to have the 4 (Runflat) tires replaced based on previous recommendations from BMW Union Park.
  
  On 06/03/24 I was able to get an appointment for a flat tire that looked different than a RUNFLAT tires looks like when the tire is deflated.
  
  I had concerns that riding on the deflated tire would damage the rim, so I decided to put enough air in the tire to ride to BMW Union Park for repair.
  
  After BMW Union Park looked at the tire to assess the damage, thats when we found out that non RUNFLAT tires were installed on my vehicle. ********* **** realized the mistake and assured that she was going to correct their mistake.
  
  As of this request 06/06/24, I have not heard from ********* **** or anyone from BMW Union Park as to how they plan to resolve their mistake.
  
  
  We do hold BMW Union Park for this gross mistake and we are requesting that the current tires on my vehicle and cost associated with it be replaced with the appropriate RUNFLAT tires as required.

  

  Business Response

  Date: 06/07/2024

  We will contact the ******* and will install the correct tires on their BMW at no cost to them.  We apologize for the error and for the lack of quickly correcting the issue.  For reference or if any other issues arise, the ******* can contact ******l *******, our BMW service manager, at either m*******@unionpark.com or at 302-429-5625. 

  Thank you. 

  Customer Answer

  Date: 06/18/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  2nd attempt.Good morning Mr. *******, I have received communication from the Better Business Bureau that the Union Park Automotive Group, Inc. has offered to replace the 4 tires that should have been run flats.  Union Park BMW error could have caused harm to me and my family if we had a blow out on the highway.  The run flat tire is one of the most critical features that my wife expects.  The safety and security that the run flat tire provides is second to none.  Please note, that we were operating our vehicle without a spare tire or jack not realizing we were not riding on a run flat.  If we didn't get the flat no telling how long we would have been riding on the non run flat tires.  We are a long time Customer, and because of our past experiences we feel that this was an honest mistake. We will accept the Union Park Automotive Group, Inc. offer if you agree to the below. 1- We are provided in advance the exact replacement tires manufacturer and model info. 2- Refund tire cost $324.95 we paid on 06/03/24 for tire.3- Refund car rental (Enterprise) 3 day $146.24 incur because of the lack of spare tire.  (Note: We will accept a future credit for the total amount to be used for repairs at Union Park BMW.) Thank-you for the attention in this matter.
  
  
  
  Regards,
  Complaint ID: 21811862
   
  
  
   
   

  

  Business Response

  Date: 06/18/2024

  We agree with Mr. ****** and sincerely apologize for the inconvenience.   We will refund to Mr. ****** the amounts he notes.   

  Again, we apologize for the inconvenience.  

• Initial Complaint

  Date:05/24/2024

  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.

  January 17, 2024 Purchased F-pace SVR (cash, paid in full)
  
  February 28, 2024 F-pace brought to Union Park due to brake noise/ squeal
  
  SERVICE MANAGER STATES NOISE WAS CONFIRMED ON ROAD TEST AND THAT PROBLEM WAS ADDRESSED AND FIXED
  
  March 2, 2024- Brake noise returned and Union Park Jaguar contacted for service
  
  NO RESPONSE FROM SERVICE DEPARTMENT
  
  March 6, 2024- Union Park Service department contacted again
  
  SCHEDULED SERVICE
  
  March 13, 2024- F-pace brought to Union Park due to brake noise/ squeal
  
  CONTACTED SERVICE DEPARTMENT ON 3/25/2024 AND 4/3/2024 FOR UPDATE AS NO UPDATES WERE GIVEN
  
  April 4, 2024- Service manager e-mailed me stating "Brake noise is inherent sometimes to these vehicles."
  
  PLEASE NOTE- I WAS NEVER INFORMED THAT I WAS TO EXPECT BRAKE NOISE FROM A NEW CAR. I WOULD NOT HAVE PURCHASED THE VEHICLE IF THIS WAS THE CASE.
  
  April 10, 2024- Service department stated car was repaired and new rear brake pads and rotors were placed
  
  April 13, 2024- F-pace picked up from Union Park
  
  April 21, 2024- Brake noise returned and Union Park contacted
  
  Sales manager requested for me to contact Jaguar Corporate Office.
  
  Asked to speak with manager/ president of Union Park dealership- no response
  
  I have bought many high performance cars in the past and have never had this issue of brake noise. This is not acceptable to me with a new car. I was never told that brake noise was "inherent" with this vehicle. I am extremely dissatisfied with this F-pace and would like a resolution to this matter. My new car has spent over one month in the shop. I have contacted Jaguar Corporate who denied my buy back request with no reason given.

  

  Business Response

  Date: 05/28/2024

  We are very sorry to hear that Dr. **** is having this issue - I have spoken with him about it. In an effort to address the issue during his second service visit, we replaced the rear brake pads and rotors as a goodwill effort.  During road tests of the Dr. ****'s Jaguar by our staff, have not heard a noise or squeal.   As we have not been able to duplicate the issue, we are not able to recommend a further course of service action nor consider any type of refund to Dr. ****.   

  Customer Answer

  Date: 06/04/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  Please see the attached e-mail from service manager *** ******* who said "Brake noise is inherent sometimes to these vehicles." I was never told this by the dealership when I purchased the brand new f-pace. I would of never purchased this vehicle if I knew this could happen. I have video evidence of the brake noise that happens on coming to a slow stop. I have multiple videos showing this. I was completely deceived by this dealership. Brake noise was never disclosed to me by ****** ******* when I bought the car. They are non-responsive to e-mails (which I have documented) and my car was in the shop for over 1 month and still has the brake issues.  

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21757963

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 06/19/2024

  As we noted in our first response, we have not been able to hear the noise when we have driven Dr. ****'s car.  We would be happy to have Dr. **** bring his Jaguar to us so we can try again to hear the noise.  Depending on what we hear, we may be able to identify a repair to address the issue.  Dr. ****--Would you like to schedule a time for us to drive your car?   Thank you.