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:01/24/2023

  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.

  I had a *** X7 2023 made and then purchased it once it was finished. I only had it for 2 weeks and my wife hit a large pot hole that ended up damaging a part in the steering rack. I dropped the vehicle off in Nov to be fixed and they cannot fix my car because they claim they do not have the part nor do they know when they will be able to get the part. They told me it could be one month or could be one year when they can get the part. They have had my SUV for 2 month now and they cannot tell me when i will get it back. I cannot understand how they are selling vehicles but they are un able to supply the parts to said vehicles to get fixed. As of right now i do not have a vehicle and im paying more than $1000 a month for it to sit in the shop.

  Business Response

  Date: 01/25/2023

  ********************, 

  While we do empathize for your situation, the steering rack for your vehicle is an issue with parts availability through the manufacturer. Below, we have provided you the number for *** North America's customer service support line.

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

   

   

• Initial Complaint

  Date:01/12/2023

  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.

  My sons car was serviced at Global for a battery. Someone tore out the lights, cut the zip tie, and did not fix it back. Now the lights are flickering and will not stop

  Business Response

  Date: 01/12/2023

  When ****************** brought this to our attention, we requested ********************** son to come back so we could take a look at the wiring that is in question. He was unable to do so 1/7/23 after picking up so ****************** sent us photographs and video of her son's vehicle as she requested that we fix the wiring and give her a courtesy vehicle for while the vehicle was being repaired. Upon inspecting the documentation sent, it was evident that the vehicle had some aftermarket pieces installed in the vehicle. ********************** son brought the car in to have the battery replaced and a *** recall performed. The *** recall is performed under the hood and the battery of the vehicle is in the trunk. At no point in the service is the technician in the dash. While we hate to hear about the issues that ********************** son is having with his vehicle, it is evident that someone has been in the wiring of the vehicle and that has nothing to do with us. 

• Initial Complaint

  Date:12/20/2022

  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 Nov 30th I took my car in and had an oil change. When I got there, I notified my advisor that I need the coolant checked because the light came on. I was informed that I needed a coolant flush as well as an oil filter. I added windshield wiper blades totaling $742. On Thursday December 15th the coolant light comes on again and my engine overheats. I called roadside assistance and waited ****hrs for their arrival. The following day I went back and forth begging *** to look at my car because I needed transportation for work. I filed a complaint with *** corporate and I have yet to hear anything. At the end of the business day Friday, I called them and was informed my car was ready. I drove 15 miles and the coolant light came on again. I drove to my brother's job and left it there. Saturday I was late to work and had to call of on Sunday because of this. I asked *** for a loaner on several occasions and was denied. I wasn't offered assistance with a rental either. Monday morning when they opened my advisor called me to apologize for the inconvenience of him not being at work to assist me and that he was happy they took care of the problem. I informed him that the problem still remains, so I got it towed back to *** on Monday December19th. On Tuesday I get a text saying I need an oil filter housing assembly for $2908.43. I told them I'm not paying because I feel the problem was caused by them especially since I had just gotten my car serviced for an oil change and a coolant flush so if the oil filter housing assembly needed to be replaced why was it never mentioned? They lowered the cost to $1702.86 which includes $1100 for labor and $79.95 for shop fees. Due to the inconvenience that this has caused me and because I missed work, they should honor their mistakes and fix my car. They refused. I told them I was going to file a complaint with BBB and they said they would have to cease all communication. The manager called.

  Business Response

  Date: 12/21/2022

  To Whom This May **************************************** see the attachment provided to find the response on this claim. 

   

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

  Guest Relations Manager

  Global Imports BMW

  Customer Answer

  Date: 12/22/2022

  When I picked my car up for the third time on Friday the 16th I drove 15 miles and the coolant t light came on again. Being that the service department was closed I couldn't take it back. I called the customer relations and left them a message to inform them of this. Saturday they're only open a short day so I had it towed back on Monday morning. I questioned why did it take three times for them to see this and my advisors response was "it just broke."  I'm in a rental that's $219, I've missed work and it's a huge inconvenience. I feel *** should cover the entire cost or all the labor and shop fees due to the inconvenience this has caused. I feel like they're being discriminatory because I'm a woman. When I merged my brother on the call with the manager his entire attitude changed.  

• Initial Complaint

  Date:10/20/2022

  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 initially made an appt with Global *** for service on my 2011 3 series on 9/21/22 for 10/17/22 at 7AM for several issues spanning ******* mile service, oil/filter change, low coolant level, and complete diagnostics to figure out why I was having issues with intermittent starting.My own mechanic was unable to determine the reason.I made this appt in advance, bc I was told they were 2 wks out booked for loaners.My car could possibly need to stay overnight or at best all day, so a loaner would be needed.Friday the 14th, I get a text reminder for a 3:30pm appt that stated no loaner was needed.My appt was changed from 7AM to 3:30PM without my knowledge.I was able to modify my appt to 7:15AM, but had to call about the loaner.The manager, P, returned my call, but was not helpful.He questioned why I needed a loaner and why I came to global when I have my own mechanic, which left me flabbergasted.I ended up needing a new starter and a new radiator, and got a call late in the day, that my car would not be ready, which was unacceptable.I needed my car for work Tues morning! My svc advisor took care of me and my car was ready at 5:41pm. After leaving with my car, I noticed it was idling roughly.The next morning my coolant low light came on.I checked my coolant level once my car cooled down and it was bone dry!Because I work until 6pm and they close at 6, I wasn't able to bring my back until Wednesday evening for them to add coolant.They determined there was no leak, but an "air pocket", which isn't any better as it would cause engine failure.It's inexcusable that I risked my life and my car's engine driving around with no coolant after having a new radiator installed. They also broke my Aux/USB port, to which no one owned up to.A previous time, they broke my motor oil cap.The technicians are careless and negligent.This isn't expected from the *** brand at all especially after spending $3800+! Horrible experience.My svc advisor is the ONLY reason I continue to patronize them.

  Business Response

  Date: 10/24/2022

  To whom this may concern:

   

      Customer came back in to the dealership and ******** listen and addressed her concerns. 

   

  Thank you

  Global imports BMW 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18250764
  
  I am rejecting this response because:
  My concerns regarding the damage done to my auxiliary/USB port was not addressed. Neither was the issue about me the way my appointment was handled. This response is generic and insulting. It clearly shows the dealership and its manager PB do NOT care about their customers. 
  **************************************************

  Business Response

  Date: 10/26/2022

  We have spoken with the guest by phone. Please close the case. 

  Thanks 

  Global imports BMW

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18250764
  
  I am rejecting this response because: *************************************** at Global *** did absolutely nothing to address my concerns. Just placing a phone call without offering any type of resolution is a waste of time. She denied the damage done to my vehicle happened while under their care, claiming that was not the area being serviced, despite it being damaged after I received my car from them. When I asked why my motor oil cap was damaged after my last oil change, she again stated the same, yet this was the area being serviced at the time, so her logic is invalid. 

  My radiator was completely void of coolant. ********** stated that there was no leak. After having a new radiator installed, I would not expect that to be the case. ********** did state that the reason there was no coolant was due to an air bubble. A bleeding procedure to remove air must be performed after adding coolant to any car to prevent air bubbles that can damage an engine, so for ********** to admit that the lack of coolant in my radiator was because of an air bubble is admitting serious negligence to my engine. All she did was say sorry and apologize, but an apology without action is disingenuous at best. 
  

  I have documented all the damage done to my vehicle with pictures and video. If my car engine has any trouble after this, I intend to acquire legal representation. 

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

• Initial Complaint

  Date:10/05/2022

  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.

  1. Disappointing customer service.2. Communication inconsistencies 3. No return phone calls 4. Did not communicate efficiently. Provide one information to be and another to my warranty company when issues should have been correctly timely.5. Bad Communication spoils good customer service.

  Business Response

  Date: 10/05/2022

  To whom this may cocnern: 

   

       Customer was in today, and is here alot. Has Service advisor personal cell phone number. Will make sure we answered all of her questions. 

   

  Sincerely,

  ************ ******* 

  Global imports BMW 

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

  Customer Answer

  Date: 10/11/2022

   
  Complaint: ********
  
  I am rejecting this response because: I was told they would put it back together per *************  I am unclear of the response from the company.  Please call me to make sure I have the facts.  I am not rejecting at this point, I am unclear on the response.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/11/2022

  Please close case as we are in tocuh with the guest. 

  Customer Answer

  Date: 11/18/2022

   
  When I got in touch with BBB, I was sent another link. I discovered the company stated they were in touch with me.  I have never heard from them.  
   
  I have called and have been up their multiple times because no one return my phone call.  I have sent several email and no response.
   
  There are multiple issues.
   
   They never put my car back together.  I never authorized them to fix the last work.
  The previous work I paid for they are repeating that as needing to be done, but I paid for it.
  The receipt is attached.
        3.They also told me that there was nothing wrong with my car and to keep driving it. If the lights come            on to bring it in.  The light never came on.
   
        4.  The problem was there when the warranty was in place and they said there was no problem but
              the fuel injectors were the problem initially while there was clearly a warranty.  They told me
              to keep driving until a light came on.  The light never came on but the fuel injectors were bad.
   
        5.   I especially don't want any other female or anyone else being taken advantage of.
   
         6.   They have taken advantage of me.  I paid for this car in full and also gave them my
                ***** that was in excellent condition.  They got $13,000 for it and I only got $1,000.
   
         7.    I just want them to be accountable.  I want my car put back together just the way you got it.
   
         8.     The customer is a surprise. I will call and leave messages and no return phone call.  I would    
                  have to keep going up there, so that why they saw me so many times because they weren't   
                  returning the phone call.
   
         9.      There other people calling there being noisy about my car from multiple number.  I only
                   have one number.  They told me once they had many different numbers calling about my car 
                   did they speak with someone else that they did not have authorization to speak to about
                   my car.
   
       10.      The managers that never returned my calls are **********, ************************* and ******************************** 
   
       11.      Global *** has dropped the ball on this one.  I am surprised.  A global company we all believe
                   and trust can not own up to its negligence.  This should not happen to anyone.
   
       12.      Also double charging.  Global is saying the car needs a harness why?  Not necessary.  Trying to get
                  extra money or just don't know what they are doing.
   
  My situation is in your hands and your hands means helping others with a purpose that this does not happen again to no one.
   
  Thanks for your attention to this important matter,
   
  ********

  Business Response

  Date: 11/18/2022

  Please let us know when you are available for a conference call. 

   

  Thanks 

  Global Imports BMW

  Customer Answer

  Date: 11/23/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  I have not been allowed to speak with management regarding a conference and was told there was no conference scheduled because manager ****** is on maternity leave.  I continued to ask for all the managers, and no one was available per AJ.

  
  I continued to call multiple times and left messages, and no one has returned my call for a conference call. I even called other managers such as **** in different department giving them a message to give to the service manager regarding the conference call no response from Global.

  I called three days in a row, so many excuses.  I was told there was no conference call scheduled, and I could leave a message. That was last week I called the beginning of this week and was told short staff and I could leave a message for the manager.  I was transferred to the manager's voice mail and still no return phone call.  That is so unprofessional.

  There has been no conference call schedule and just a run around.

  I even left a message with the service advisor ******* and AJ (3 times that answered phone) if they could get the message to the manager with no response from service advisor nor management.

  I continue to receive disrespectful customer service, no response at all when you know I am calling to set up the conference call.  

   

  Also, since Global has failed with the conference call. I request a time in writing for a face-to-face meeting with the name of the person and time and place.

  I want Global to put my car back together or provide me $535.00 to get it put together.  Have you ever heard of any place where you take your car in, and they don't put it back together and you never gave them authorization in writing? Where do they do that?  Certainly not in *******.  I am so disappointed.

   

  I am surprised with the unacceptable customer service.  I just want this resolved and be through with it.

   

  Since it appears, Global is refusing to take appropriate action, in addition to the face-to-face meeting I am requesting $535 to have it put together.

   

   

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business Response

  Date: 12/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  Date:09/20/2022

  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 initially brought my car in for recalls(7) when I arrived after driving over an hour the service advis **** advice, told me that there were no recalls on my car. I asked him why that wasnt told to me before driving all the way over. They finally found a recall on my car that was open and they go in ahead and serviced it. I also let them know I wanted an estimate on my starter once they gave me an estimate. I asked them where there any other places I can get a starter from. He told me to call the ********************. I then called the ******************** and had a hard time getting in touch with them so I asked **** if he would reach out. He stated that was part of his job. He told me that I been in the lo, for too long I out to times and for to, for I am I finally spoke with the manager today. Who advised me his name is ****** he told me that. There was nothing he could do for me and he asked me why I was getting my part from somewhere else although I was advised to do so from another advisor advisor also asked me what price range she could go down to to fix my car, the manager advise me. He was not going to do that since I was not buying the part from them even though his advisor told me to do this and he also is the one who asked me about the price adjustment. I dont understand why Im not being honored for what was told to me by the advisor and now the manager is being nasty and not honoring anything.

  Business Response

  Date: 09/21/2022

  To whom this may concern:

  We provide the guest with an estimate for the starter. The guest wouldn't approve the work estimate (sent on 9/7/22) as she wanted a better price. We ask her to return the loaner can and pick up her vehicle on 9/20/22. Please close the case. 

  Sincerely, 

  ***** F ******* 

  General Manager 

  Global imports BMW