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:04/17/2025

  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.

  The details are inaccurate

  

  Business Response

  Date: 04/21/2025

  Hello - I have called and left Mr. ******** a voicemail from my cell phone so that he has direct access to me and i have not received a call back. I will attempt to reach out to him today as well so that I can hear him out and structure a good resolution for him. 

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair 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 brought my 2022 M340 into Nalley BMW for new tires and to have my brakes replaced. I was told the brakes sticking I. The back and the rubbing sound was all normal. My vehicle was towards the end of the warranty and I feel like they just didnt want to do the brake service. They also sent my car through their car wash and it ripped the front license plate and bracket right off of the vehicle. I was promised a replacement, its been 3 weeks and I have not heard anything. I have reached out to the service manager and still have heard nothing. Its been one thing after another for the past 2 decades with this place.

  

  Business Response

  Date: 04/07/2025

  Mr. ****** brought his vehicle to Nalley BMW on 3-14-2025 for a noise while braking. Mr. ****** test drove his *** with a shop ******** a trained *** specialist, so that the noise could be duplicated and heard by the shop *******. After the test drive, it was determined by the shop ******* that the noise Mr. ****** was hearing was a normal operating condition of his ***. The noise Mr. ****** was hearing and its cause it was explained to Mr. ******* that the noise is normal and coming from differential locking/unlocking, this is documented on Mr. ******** repair order which he signed and is attached to this response. Mr. ******** *** is approaching the end of it warranty but that does not affect any decisions made by Nalley BMW. Nalley BMW is obligated to follow warranty policy's and procedures set forth by *** NA and to follow the *** manufacturer guidelines. If a condition is normal per *** guidelines, then there is no repair to perform. 
  
  Mr. ****** had a custom European style non-factory license plate on the front of his ***. It appears that the plate was not secured properly and when put through the car wash, pulled the front plate off of the bumper. We offered to repair this at no cost to Mr. ****** including a new front plate bracket and installation. We reached out to Mr. ****** on 3-25-2025 and left him a voicemail but have not heard back from him until 4-5-25. Also, in good faith to Mr. ******* on 3-18-2025 Nalley BMW refunded Mr. ****** $249.99 that he spent on his alignment. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23162715
  
  I am rejecting this response because: I only received communication from *** with Nalley BMW AFTER I filed a complaint and left a ****** review of my experience. No voice mail was ever left that ******* was received. I have had the same phone number for 20 years, and Nalley has that number. At this point I will get my bracket and be done.  I dont know if Im disappointed with the service, or the lying.

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

  

  Business Response

  Date: 04/16/2025

  Nalley BMW was able to assist *** ******, this case can be closed. 

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/26/2025

  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 3-4-25 I took my car in for repair as my car was overheating. Attached you will see the invoice for $4,167.35. Not 48 hours after this work was completed, I was stuck on the side of the road with my car hesitating, barely moving with a lot of lights coming on that didn't come on before). I went back and told them what happened. They rechecked my car and said I needed a new hose. I told them I already paid for a new hose as well as a new coolant tank and radiator, and their next response was, not that hose, another hose. They stated, "that hose we changed could of waited, but this one needs to be replaced". I stated how are you charging me for a hose "that could of waited" and not the hose I needed and why was this not in the diagnostic report." Their response was I understand your frustration as I am going through this with my own car. They then stated I had to pay an additional $700 to get this hose fixed. I eventually agreed to the new charges as they were complaining about me returning their loaner and I was afraid they were doing more damage to my car the longer it was in their presence. I feel they are scammers and completely robbed me for almost $5,000.

  

  Business Response

  Date: 04/03/2025

  Thank you for the opportunity to address Mr. ******** concerns regarding his experience at Nalley BMW. We take customer satisfaction seriously and strive to provide transparent and fair service to all our guests.
  
  After reviewing the details of Mr. ******** complaint, we reached out directly to discuss their concerns. We explained the services provided, which were reviewed, approved, and paid for by the customer at the time of service. Despite this, we remained committed to ensuring their satisfaction and offered a very reasonable resolution. Unfortunately, the customer requested additional compensation beyond what we felt was fair and appropriate given the circumstances. The guest even asked for an appraisal on his vehicle as we were going to attempt to do what was needed to get him in a newer more reliable vehicle, which we provided and he was dissatisfied with that as well.
  
  We regret that Mr. ******* is not fully satisfied, but we believe we have made every effort to address their concerns in good faith. Please let us know if any further clarification is needed.
  
  ******* ********* III, MBA 

• Initial Complaint

  Date:02/19/2025

  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 1/15/25, I dropped off my X7 for an oil change and front/rear brake replacement. I was given a loaner vehicle since the X7 was purchased at this dealer and out of courtesy which I appreciate. When I dropped off my X7, I was never informed their service appointments were running behind by a day or longer. And found out about the delay when I pressed for a day and time to pick up my vehicle. Finally, I was told my vehicle was currently being look at, 48 hours later. For some reason, I had the inclination to check my *** vehicle app and my X7 was parked in the same exact spot in a remote lot and had not moved since the hour I dropped it off! I mentioned this to the tech and received all kinds of excuses and lies. The *** app did not lie. The service manager did offer me a small discount for this debacle....Well I pick up my vehicle, drive it home and then restart it, and it says its due for an oil change in "x" miles...What? I just paid $250 to have the oil changed?1?! Lets no forget the technology on a 2023 X7 is super high tech, I wouldn't be surprised if it reminded the tech to reset the oil service settings....My husband and I got in touch with Service Mgr, lots of useless back and forth. We asked him to prove the oil change was completed. Because it says on the Invoice, "Reset ***" (conditioned based service). But the car keeps indicating an oil change is due. So we figured since they take videos for the service report, obviously there is an interior surveillance video of that day in the service bay. We certainly contacted Nalley BMW in enough time that they still had the footage. Crickets! Please refund me $250.97 so I can have the oil change redone with certainty at another dealer. Zero credibility since I was already lied to once during this transaction when my *** appt told me otherwise! Not to mention, the damage this can cause?

  

  Business Response

  Date: 02/21/2025

  We apologize this client did not have good experience with us.  We have reviewed our video system and can verify the oil was changed on their X7.  Unfortunately upon completing the oil change, our technician did not reset the maintenance light.  We communicated this to the client and offered to have a technician come to them and reset the light, they did not respond to this offer.  As a gesture of goodwill, we will refund the $250.97 the customer paid for the oil change.

• Initial Complaint

  Date:02/05/2025

  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.

  I attempted to purchase a *** X5 from Nalley on Friday, January 31, 2025, and the vehicle broke down and had to be towed back within 2 hours of driving off the lot. I was given a loaner the next day while they figured out what happened. I said I was not sure about buying it at that point and allowed another "customer" to test drive it. I was told Monday that they purchased the car and I'd get a refund check in 2-3 days which then turned to 10 days. I entertained getting a different car but they wanted the same terms for a car with less features and more miles. I then said I wanted a refund and was told I would have a check by Tuesday afternoon. I called Tuesday at 1 pm and told it would be tomorrow. I wrote a ****** review and check was ready within an hour. I picked it up and couldn't cash it due to amount and deposited it. Nalley's bank then declined the transaction when my bank tried to clear the check. I now have to wait an 8 day holding period before I can use any of that money and I don't have a car for the entire time. Also, Nalley made me return the loaner despite not having a refund and they have continued to lie. They lied about the original car being sold, they've delayed providing me my refund check, and when I asked them to issue the refund another way today, I was told "your bank can push it through" despite both customer service and a branch manager for **************** saying that's not possible. Now the ** responded to my review and provided his number to call and he has not answered a single call. I don't have a car and won't have one for over a week because of their insane, unprofessional behavior.

  

  Business Response

  Date: 02/13/2025

  This has been resolved

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair 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 purchased a vehicle from Nalley BMW on December 31, 2024, and despite it now being 33 days since the purchase, I have yet to receive my vehicle registration and license plates. At the time of purchase, I was provided with a temporary tag that expires on February 14, 2025. This delay not only creates an inconvenience but also puts me at risk of legal issues when the temporary tag expires.I reached out to *** FS and once again they stated they are waiting on the dealer themselves.I am requesting that the dealership take prompt action to provide the proper registration and license plates before the temporary tag expires. I expect a detailed response outlining the steps that will be taken to resolve this issue without further delay.

  

  Business Response

  Date: 02/11/2025

  The customer's plate has been sent to him via *****.

  Customer Answer

  Date: 02/12/2025

  Thanks for finally shipping it out after filing a formal complaint with *** NA.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair 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 finalized numbers over the phone, put down a $1500 deposit, and flew in from ************, arriving at the dealership around 9 AM. Immediately, ****** pulled a classic bait-and-switch, charging $500 more than the out-the-door price wed agreed on, blaming out-of-state taxesthis despite me giving my exact ZIP code up front.I also planned to use the *** new grad financing incentive, which ****** first claimed didnt apply to my vehicle. After I pointed out the incentive terms (and proved he was wrong), he tried to disqualify me on credit grounds. He mentioned deferred student loans, but Im in college, so my loans arent reporting as deferred. He backed down and next claimed I had a bad credit card account as an authorized useran account that was actually closed in perfect standing for 17 years with no outstanding balance. I even called *************** to confirm.When I asked to speak directly with ************* to clarify what was going on, ****** refused, saying, You are not allowed to speak to the creditor. Never in my life have I been told I cant speak to the financial institution underwriting my loan. Honestly, if I hadnt traveled so far, I would have turned around and gone straight home.****** lied to me about my credit report and misrepresented my credit standing, both in violation of FRCA guidelines.

  

  Business Response

  Date: 01/14/2025

  We strive to provide a seamless experience for our guests.  During the negotiation process the guest lead us to believe their credit would allow them to qualify for the special incentive from *** FS.  As shown on the attached decline letter, the customer's previous derogatory credit history made them ineligible for the College Graduate program.  This is the only reason there was a change in the pricing the customer received.

  Customer Answer

  Date: 01/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Saisujay **********

• Initial Complaint

  Date:01/07/2025

  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 dropped my car off for a recall and to change a tire. I get the car back and magically a light that was never on was on. The managers were very disrespectful to my wife and as well when we spoke on the phone about her. I never had any problems until I brought my car there. It happened in their care. Also I have videos of my car having finger and hand prints on it.

  

  Business Response

  Date: 01/07/2025

  The customer had their vehicle wrapped and in the process of doing so the company who performed the work did not reattach the seal around the fin on top of the vehicle properly leading to water intrusion into the roof of the vehicle.  The leak appears to be very small and over an extended period of time, lead to a short in part of the electrical system. We had a Field Engineer from ******* look at the vehicle today and he agreed the poor workmanship of the company who performed the wrap lead to this failure. Based on this *** will not warranty the repair as this falls under customer neglect. He also agreed that our completion of the recall, which was performed under the hood, did not contribute to the failure of the electrical component in any way. The issue the customer is having is unfortunate, but is in no way related to anything that occurred while the vehicle was in the care of our dealership. 

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22780149
  
  I am rejecting this response because:

  The car was under their care and the damaged happen. Also they did not take the antenna off or do a proper diagnosis to prove that. Also the did not properly complete my recall as ********** says that the recall is still active. 
  
  Sincerely,
  
  ******** ***

  

  Business Response

  Date: 01/08/2025

  Again, the customer has been mis-informed.  The recall we performed was for the *** Recall and was completed on 12/19 as shown on the attached vehicle history report.  There is a new bulletin from *** that came out yesterday that is shown on the top of the report.  We stand behind ***'s decision not to cover this issue under warranty due to the removal and poor re-installation of the roof fin by the company that wrapped the vehicle.  Based on the way the customer yelled, screamed and cursed at our associates as well as the BMW Field Engineer on our service drive yesterday, we are no longer interested in having this guest return to the dealership.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22780149
  
  I am rejecting this response because:

  Please show me the video tape of my wife doing that I need you to stop lying and handle your customers accordingly. The ** was also had very disrespectful comments about my wife while we were speaking on the phone. Please bring every point before you lie. My car was damaged in your possession and needs to be fixed. There was no through inspection. It was literally eyeballed and assumed that was the reason. Also again another *** dealership said my recall was not done properly either. We now have to leave it AGAIN to get fixed for their mistakes. Videos and paperwork will be provided. 
  
  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:11/08/2024

  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.

  On 11/6/24 at about 600 pm, I began an online purchase of a vehicle from the dealership. I selected the vehicle, applied for a loan, accepted a loan offer, paid my down payment online in the amount of $5,000. I was even able to schedule delivery of the vehicle for 11/7/24. About an hour after I purchased vehicle, I received a phone call from ***** ****** advising that the vehicle had been sold "30 minutes" earlier. He asked if there was another vehicle I was interested in. I said no and requested that the sales agreement be cancelled, and my $5000 deposit returned. He said because of the hour, he would have to refund the $5000 the following morning. On 11/7/24, I contacted the dealership on 4 occasions and I left messages that were not returned; I spoke with one sales lady who said she would call me back and still has not. I attempted to text ***** at the number he had texted me on the evening of 11/6/24 with a link of other vehicles. No response. On 11/8/24, I again contacted the dealership on 3 occasions and was left on hold and eventually disconnected. I left ***** ****** a voicemail on his cell phone, no return call. I am in the process of disputing the charge with my bank because I paid a down payment for a vehicle that the dealership sold. At the same time, the dealership has failed to cancel the sales agreement. The paperwork I have shows that I purchased a vehicle on 11/6 that was supposed to be delivered on 11/7 and they have failed to do so. At this point, I just need my 5000 down payment returned so that I can move on with the purchase of a different vehicle for my son.

  

  Business Response

  Date: 11/08/2024

  We apologize for the delay. The customers deposit will be refunded. 

  Customer Answer

  Date: 11/09/2024

  I would prefer they provide proof that they have cancelled the sales contract and a copy of the receipt showing a credit issued to me.  ***** ****** said he would do this on the morning of 11/7 and yet they fail to communicate with me.  I want my money returned but I also need proof that the process was initiated and also that the sales contract is cancelled.  Thank you. 

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair 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.

  Service Experience:On October 7, 2023, I brought my *** in for a right brake light replacement. I approved a service estimate of $248, but was later charged $441. After questioning this, *******, the service advisor, told me the correct amount was actually $102, but no clear communication was provided ********* Issues After Service:Immediately upon picking up my car, a Battery discharging while stopped warning appeared. ******* assured me this would resolve after driving. However, the next day, my car shut down, with additional warnings like:- Battery discharging while stopped - Vehicle Battery Charge Low - Transmission will shut down soon - ABS warning - Adaptive Headlight Malfunction These issues were not present before service. I was then told my battery was old and aftermarket, despite no prior problems. I had to purchase a new battery for around $600, despite a coupon for battery service on their website, which I was told didnt apply to my vehicle.Ongoing Problems:One week later, my Right Brake Light Malfunction warning reappearedthe original issue I came in for. After multiple emails and voicemails to *******, the Service Manager, I finally got a response only after contacting the **. ******* offered excuses and claimed the real issue was the light carrier, offering to cover that repair. When I asked for reimbursement for both the brake light and battery, I was only offered $102.Unacceptable Service and Gender Bias:Despite spending around $700, my cars issues remain unresolved. Conversations with other *** dealerships suggest this is not typical service and may be negligent. Furthermore, I believe the dismissive treatment I received would not have occurred if I were male, a sentiment echoed by other female *** owners with similar experiences at Nalley BMW.

  

  Business Response

  Date: 10/18/2024

  As a goodwill gesture, we agree to refund the customer's money for the service performed at our dealership.  After market taillight bulbs were installed somewhere else so we can not take responsibility for the issues they are causing to the vehicle.

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:

  
  
  The GM reached out to me and offered a full refund, that I accepted. He also made it clear that he was no longer offering the complimentary carrier service that his service manager offered me previously to fix the initial issue.

  I have reviewed the response made by the business in reference to complaint ID 22436051, and find that this resolution is satisfactory to me. I will never take my vehicle back to this location.
  
  
  
  Sincerely,
  
  
  
  Janay James