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:12/27/2024

  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.

  11/25/2024
  235.00
  
  We took our vehicle in for a diagnostic due to the bmw having a draw on the battery and draining the battery overnight and having to jump it in the mornings, I took the bmw with trust that a bmw dealership can fix a bmw but was told it was the battery and that it was bad and was causing the issue. Before I took the car in I ran codes on the car to verify and found that the instrument cluster was damaged and let them know. They continued to insist that the battery was bad after I had it checked multiple times by different shops and was told the battery was perfectly fine. I then had to pay the 235.00 due to them saying it was a battery so my warranty couldn’t cover and the front lady told me it would cost me 1000 to replace the battery which I already knew it was good after getting it checked and asked to speak to the mechanic to ask what faults he found and what made him to believe why the battery was bad but they wouldn’t let me speak to him and they told me before they can go any further they would have to replace the battery. I took the car to another mechanic and they verified within 12 hrs that they found the issue that I told the dealer was wrong which was the instrument cluster so the dealer wanted me to buy a new battery and then turn around and charge me another couple thousand to fix the real problem along which was the cluster. I asked to get my refund since the diagnostic was wrong. This dealer is in the wrong and they don’t want to refund me because they stand by there diagnostic test even though they were wrong and trying to charge me thousands and if I didn’t know what I was doing I would have fallen for their scam.

  Business Response

  Date: 12/27/2024

  The diagnostic the dealership performed showed a failing
  battery. The customer was informed and declined the work. The customer was
  informed upfront of the diag charge.

  Customer Answer

  Date: 12/27/2024

   
  
  Complaint: 22734212
  
  
  
  I am rejecting this response because: once again the diagnostic was wrong and was still charged 200. Whether you stand behind your diagnostic it doesn’t hold anything due to that not being the issue that the car had. You state that the battery was bad but it didn’t have any codes saying the battery was fault only that the front module had a draw which happened to be the cluster if your employees knew how to properly perform a diagnostic they would have found this to be the issue.
  
  
  
  Sincerely,
  
  
  
  ******* **********

  Business Response

  Date: 12/30/2024

  The dealership preformed diagnostic on the unit. The customer was informed prior to of the cost. 

• Initial Complaint

  Date:10/03/2024

  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.

  Transferred BMW from Turn Key Auto Repair Gulf Breeze this dealership with Turbo Wastegate codes 123431 and 123401. Turn Key auto repair stated that we needed the BMW dealership software to adjust the wastegate actuator stop limits. Service writer closed out invoice #563055 with a fault that stated wastegate valve adjustment - “no movement detected, checked plug connection, removed valve connection and checked for stiffness in the linkage, recommend replacement of wastegate valve actuator.” Dealer charged $235.39 for mis-diagnosis vs. adjusting the wastegate (reason car was brought in).
  Per recommendation ordered another Wastegate Actuator for $253.43 on 16 September 2024.
  Replaced the wastegate actuator (3rd wastegate installed on car) on 25 September 2024 for $464.01 per BMW Fort Walton Beach recommendation. The replacement did not fix the faults, they immediately returned (same fault codes) on the test drive. The same day 25 September 2024, I had the vehicle towed to Sandy Sansing BMW for $125.00.
  On 01 October 2024, Sandy Sansing BMW service manager called me and stated the car was fixed, ready for pick up for $204.25. Fault found: “Down Pipe Clamp improperly positioned allowing wastegate arm to contact stopping full travel. Also clip holding wastegate actuator to wastegate bent causing it also to contact the clamp after adjusting the clamp. Clip was replaced with one on hand. Retested. Passed test two times. Went into service adjustments, checked adjustment out. Adjusted and reran adjustment check two more times to confirm proper adjustment. Cleared faults and test drove. Paid the $204.25 invoice from Sandy Sansing BMW RO# 273576 for $204.25.
  Requested reimbursement from BMW Fort Walton for the mis-diagnosis on Invoice 563055 ($235.39), Wastegate valve replacement labor Invoice RO#12429 ($464.01), and part invoice OEM2348388 $253.43 for a total of $952.83. (Chris Pitts) called and said they will not reimburse any funds on 02OCT24. Dealership owes $952.83.

  Business Response

  Date: 10/04/2024

  We informed customer that we did exactly what was needed at the time and are not responsible for other dealerships craftsmanship.

  Customer Answer

  Date: 10/07/2024

   
  
  Complaint: 22372946
  
  
  
  I am rejecting this response because: I took my BMW to this dealership for calibration of the stop limits on the wastegate valve. If they attempted to calibrate per my request, the BMW technician would have quickly realized that the stop limits were not reached due to linkage hitting the improperly set clamp on the Turvo. This dealership falsely reported that I needed a new wastegate valve assembly (see attachment previously submitted). This falascy caused a ton of money wasted due to their incompetence (money spent on new parts, money spent on labor, money spent on tow truck). See all previous attached invoices. Nobody expects this dealership to be responsible for another shop. What is expected is for this dealership to take responsibility for their actions (or the lack thereof). Bottom line, this dealership owes me a large sum of money.
  
  
  
  Sincerely,
  
  
  
  Michael ******

  Business Response

  Date: 10/08/2024

  The dealership is not responsible for the work that was completed at another dealership. The work performed was needed and approved by the customer before starting on it.

  Customer Answer

  Date: 10/08/2024

  Complaint: 22372946
  
  I am rejecting this response because: I took my BMW to this dealership for calibration of the stop limits on the wastegate valve. If they attempted to calibrate per my request, the BMW technician would have quickly realized that the stop limits were not reached due to linkage hitting the improperly set clamp on the Turvo. This dealership falsely reported that I needed a new wastegate valve assembly (see attachment previously submitted). This falascy caused a ton of money wasted due to their incompetence (money spent on new parts, money spent on labor, money spent on tow truck). See all previous attached invoices. Nobody expects this dealership to be responsible for another shop. What is expected is for this dealership to take responsibility for their actions (or the lack thereof). Bottom line, this dealership owes me a large sum of money.
  
  Sincerely,
  
  Michael ******
  

• Initial Complaint

  Date:08/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold a car (2022 BMW 740I that did not have a tittle.
  The company BMW of Fort Walton has not provided this tittle and paperwork required for registration of this car for the past 5 months

  Business Response

  Date: 10/03/2024

  The customer has his title

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a late model BMW 750I from this dealership. Before making my first payment the check engine light came on stating the fuel injector needed to be replaced. We took the vehicle back to the dealer with hopes that they would either fix this issue on a goodwill or atleast give us some type of credit toward the $2K bill. We probably put 400 miles on the vehicle from purchase and are faced with this issue. Not really what I expect as loyal customer. On top of that they charged us a $200 diagnostic fee when we knew what the issue was. This tells us that a true inspection of the vehicle was not conducted by the dealership prior to selling it to us.

• Initial Complaint

  Date:04/02/2024

  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.

  On March 15th, 2024, I brought my vehicle to [BMW of Fort Walton] for service due to the loss of power steering belt while driving. Their service department replaced the belts and belt tensioner promptly. However, on March 17th, my car began experiencing severe issues, including backfiring and rough running. I immediately turned off the vehicle and had it towed to my residence on base at Hurlburt Air Force Base. Subsequently, I arranged for it to be inspected at another garage.
  
  The inspection revealed a critical issue: the broken belt had been drawn into the crankcase of my engine, leading to engine failure. Upon consulting with two certified BMW mechanics back home in New Hampshire, both expressed surprise that a smoke test on the crankcase was not performed during the initial service or at least recommended. This oversight in conducting essential diagnostics has resulted in my vehicle being rendered inoperable, necessitating the replacement of the engine.
  
  I believe that [BMW of Fort Walton] failed to exercise due diligence and neglected to perform necessary tests that could have prevented this significant issue. This negligence has caused me considerable inconvenience and financial burden.
  
  I request that the Better Business Bureau investigate this matter thoroughly and take appropriate action to ensure that [BMW of Fort Walton] rectifies the situation and implements measures to prevent similar incidents from occurring in the future.

  Business Response

  Date: 04/17/2024

  Client came in drive belt is shredded. We replaced belt and oil change. the car is having engine problems. He believe we did something to the engine. this car is also a 2007.

• Initial Complaint

  Date:03/18/2024

  Type:Delivery 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.

  Made a Deposit of $1,000 for a new 2024 BMW 8 Series Convertible on 8/15/23. The car was to be delivered in December, 23 and/or January, 24. Dealership could not delivery the vehicle and has not return my deposit. They advise that they were going to send check in January, 2024, and have not refund the deposit.
  They do not return calls nor respond to e-mails to resolve this issue.

• Initial Complaint

  Date:03/04/2024

  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.

  BMW Fort Walton sold us a 2020 X5 in December 31st 2023. There was a warning for a restraint issue but the sales associate confirmed it had been repaired and they didn’t re-set the warning. They told me to take it to a mechanic to reset the warning. I took the car to my bmw dealership and they did a four point inspection. They found that there is faulty wiring with the airbag system that has been an issue since June 2023. The dealership lied and told us it had been fixed and all attempts we have made at contacting the GM for fort Walton BMW have gone ignored and the airbags are not covered by the warranty. All we want is for the dealership to pay for these repairs but when we call they either ignore the call or they say the person we need to speak to is out of the office.

  Business Response

  Date: 03/18/2024

  Issue has been resolved with client 

• Initial Complaint

  Date:02/23/2024

  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 Bmw was worked on at Bmw of fort walton beach florida and for what was a minor antifreeze leak they mechanic charged me $5000 which I paid and retrieved my vehicle.. one week later my car started misfiring.. which never ever happened but due to an incomplete job during the first encounter I was forced to send the car back .. and the same mechanic just starts throwing parts at my car .. he installed a fuel pump for $2000!! Which he stated today.. DID NOT correct the issue.. he stated he thinks .. I REPEAT HE THINKS ITS THE FUEL INJECTORS .. he recommends all 8 be replaced with a whopping total of $8500!! The mechanic has no idea what he’s looking at and decides to guess and throw expensive parts at the vehicle .. parts that are not needed! I owe this guy $2000 for the fuel pump he replaced and I’m going to get my vehicle to an honest mechanic to get an honest diagnosis that BMW created! This car had a minor antifreeze leak in the beginning and these guys damaged more than repaired and they want me to keep paying for their mistakes it’s unfair .. they totally lied to me.. they’ve charged me unfairly and I want to speak with the powers at be to get help I should of never ever been charged this way or jerked around because their mechanic isn’t dedicated to his craft ! I’m going to report this to my legal team which could of been prevented if this particular bmw service team were not operating with negligence and cruel intentions.. The anitfreeze leak that was repaired was ridiculous to say the least .. puddles of antifreeze were just sitting down by the engine after the repair which burned when started , why not wipe it off for $5000!! THIS MECHANIC IS A TOTAL DISHONEST.. PERSON .. with very little knowledge which is TERRIBLE if he’s repairing BMW’s!! And for the record .. a surgeon would never ever tell a patient.. “I THINK I’m cutting in the right place “ !!!

  Business Response

  Date: 04/17/2024

  Client thought car shield will  filx everything under warranty. When they declined that is when he had a issue and started to play the blame game. This is a older vehicle with high miles.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  July 25 I got bad gas in my BMW at Walmart in Defuniak Springs immediately after gassing up and start my car it ran horrible Spittin is better appreciate drive it home in which I didn’t have it towed to BMW following that night I think contacted my insurance State Farm, and filed a claim They told me they be in contact with BMW yes Mover measurement and then proceed with the claim. BMW told them that it had nothing to do with bad gas call though with that being said Walmart and if you experience empty their tankers two days after that, because so many people got bad gas so I wasn’t the only one now Through this they’ve had my car for since July. That car cost me $600 a month in payments which opposite that’s none of their caring or aspect of anything but with that being said they tell me which I’ve attached a picture of the sensors they tell me what the problem was. They told me the parts were $1100 in the labor was 1100 cost me $2200. I asked him if I could get the parts they said yes bring me the parts and they fix it and I don’t have to pay the labor I did so what you can see in the downloaded picture , they put them in and I guess that wasn’t the problem well with all that being said they got my claim from state farm dismissed because they told him it was that issue indeed it was not so now I’m still live without a car I’ve had to rent two rental cars in the last two months along with continue to make payments on my BMW I’ve had very little contact with the dealership because they’ll never answer their phone or never answered your voicemail which is always full. I’ve been to the dealership talked to two different managers when the service manager was gone, they proceeded to tell me they would get the car handled and fixing to be fixed Within a week that’s not happening of course or I wouldn’t be having this conversation with you so now as of last week they call me and tell me that I need a new motor that the motor is blown now wait a second it wasn’t blown in July. It wasn’t blown in August September October but now we’re going in November and they’re tell me my motor is blown all the sudden which indeed if that had been the case they would’ve told that the state farm back in July and there’s records to prove all this obviously so what I really think this happens is they somehow made the problem worse obviously at first it was a sensors and was the sensors that they told me they were $11. I got them for $100 so they were charging me $1000 over what the price really was for those parts which I have receipts on Cell do I feel like I’m getting scam now by them tell me I need a new motor absolutely do I feel like I’ve been dead wrong absolutely they haven’t stayed in contact with me. They won’t return my calls. I’m not taking seriously about my car that I’m out several several thousands of dollars right now and now they’re trying to tell me that the motor is blown it’s gonna cost me six more thousand no how does a motor get blown three months later down the road but wasn’t blown for the last 90 days I need some help on this. Please advise. Thank you *** *********** *** ******** ** ******** ********** ***** *************

  Business Response

  Date: 12/20/2023

  Service manager stated that the service department fixed one of the issues that was wrong with her car. The vehicle needed additional work which she declined. I am willing to have a conversation with her.

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: 20845722
  
  
  
  I am rejecting this response because: In
  regards to the response that I was sent by BMW Ft Walton and regards to
  response the issue that they fix was an issue that was not the reason that my
  car was in the shop they chose to fix something on their own and told me that
  was the reason why my car was running after I took the word parts and they
  realized they were wrong but that’s not my problem. The only reason we fixed
  that was the response that was no they were just overdue to be changed so we
  thought that I’m sorry just overdue doesn’t mean that they make determination
  to tell me that I need to change it I don’t go to your brakes, that’s just a
  quick line to get money out of someone what they’re trying to do so I’m not
  paying $1100 or something that was irrelevant to what was wrong with my car. My
  car is still not fixed for six months I paid for a rental for almost 2 months ,
  and did nothing to fix any issue or help me know the next step my lawyer and go
  that route as a normal thing in the carpet carpet The right way 
  
  
  
  
  Sincerely,
  
  
  
  *** ***********

• Initial Complaint

  Date:07/31/2023

  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.

  Sequence of events for Car Repair BMW 528i, 2015
  
  
  1. 12/02/22 brought my car to the dealership for an oil change and diagnose “check engine light “ service rep changed the oil, air filter and cylinder head cover. Paid $ 1,845 but engine light issue did not resolve
  2. 1/6/2023 diagnosed again and suggested the problem is with Turbo Charger and suggested me to replace it. Estimated charges $5,181. Paid in advance $3,748
  3. 2/24/2023 the mechanic broke two studs while removing older Turbo Charger and could not extract these.
  4. 2/24/2023 the dealership suggested replacing the Cylinder Head with a refurbished Cylinder Head. Estimated charges $5,500 – took 2 months to get the new cylinder head
  5. 05/08/2023 Repair completed, Paid additional $4,837 Should be a partial responsibility of Dealer Ship
  Total paid for repair = ($1845+3748+4837) =$10,430
  6. 05/15/2023 Engine oil leak, dealership diagnosed that ventilation line to be replaced which is leaking
  7. 06/19/2023 ventilation line replaced, Paid $422 Refund
  8. 06/30/2023 oil leak reappeared
  9. 07/17/2023 Dealership inspected and changed the pan draining bolt
  10. 07/20/2023 Oil leak did not stop. Contacted the dealership, they suspect leak is in the oil pan. Our observation: if its pan leaking it should be continues leak, but it leaks only after driving. During the weekend no leak. Conveyed this observation to dealership but did not get any response.