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:06/06/2025

  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 am writing to formally file a complaint regarding what I believe to be a fraudulent and misleading vehicle service contract sold to me under the guise of comprehensive protection. I purchased the Premier Package warranty for my *** at a cost of approximately $4,000, with the understanding that it would provide extensive coverage for major components, including the turbocharger system.Since purchasing the vehicle and warranty approximately eight months ago, I have submitted four claims, all of which have been denied. The most recent denial involved a claim for leaking turbo cooling lines. Despite the contract stating that turbochargers are covered, there is no detailed breakdown of what specific components within the turbo system are included. This lack of clarity leaves coverage decisions entirely at Assurants discretion, which is both unfair and ************ contrast, other components in the contract are listed with specific parts and exclusions. The omission of such detail for the turbocharger system appears intentional and designed to create ambiguity, allowing Assurant to deny legitimate claims. For example, while the contract excludes hoses, I was informed by an Assurant representative that lines are not considered hoses and are coveredyet my claim was still denied.This pattern of vague language, selective interpretation, and repeated denials suggests a bait-and-switch scheme and predatory business practice. I purchased this warranty in good faith, expecting it to provide real protection. Instead, I am left with a costly contract that offers no practical benefit and a vehicle in need of repairs that your company refuses to authorize.I am requesting that Assurant approve my outstanding claims and cover the necessary repairs to my vehicle as originally promised under the Premier Package. This letter serves as my good faith attempt to resolve this matter before pursuing legal action or further escalation through consumer protection agencies.

  

  Business Response

  Date: 06/16/2025

  Customer spoke to warranty company and the company agreed to honor claim for the ***** system. They will be bringing the vehicle back in the service **** Jun 17, 2025

• Initial Complaint

  Date:05/02/2025

  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.

  Turned up that 2nd service technician didn't replace the air filters and in cabin air filters coz they think it looks clean but the car went on service every 10k miles or every year,if my car not under warranty they will advise me to replace @10k miles(that was the advisor told me) now on this 3rd service complain my wireless charging is no longer compatible for my new phone and they advised me to upgrade for 2025 model , my 32k miles less than 3 years old. ( this is 2nd time I complaint of wireless charging doesn't charge nor maintain the battery properly with my S22 Ultra too only get the phone ********** won't even help me file complaint to *** NA!)Done the recall while doing service on Monday got notifications that my rear left tires are low on air pressure on the *** app. The day I pick up the car i think was on Wednesday drove off from the parking lot and my TPMS shown low air pressure same on the left rear,later on I try to put air pressure at home after work, saw a nicked on my wheel that look fresh! Went back to dealer the next day and advisor said it shown on the camera that nicked chipped was there on it( but he pulled the picture of the car that just pulling in when I drive in on Thursday not from Monday I dropped the car ****** and him got into it back and forth, Advisor went outside and try to figure it out coz he couldn't find the pict for some minutes then after seen it we were back inside and took him like just a ****** show me the picture of the damage, but they looked identical with the one He shown me at first!?he didn't shown date and time picture from I dropped the car off nor the day I'm ********* FORGOTTEN to tighten the airbox air filter screws!!! I was cleaning under the hood today and saw all s**** has loose! This never happened!My driver side plastic cover was also loose the day I wrote this review Lastly, complaint about the caliper paints some also chipping off. They told me it was because scratches. Worst business!

  

  Business Response

  Date: 06/13/2025

  Spoke to the customer. They were in Contact with *** *************. His wireless charging is intermittent and the manufacturer as not much recourse other than updating the software. I also spoke to him regarding damage to the vehicle. Although it was not proven it was our fault I agreed to repair the vehicle. 

• Initial Complaint

  Date:04/03/2025

  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 have tried contacting the service advisor at *** of Gwinnett, Mr. **** ****, on several occasions with no response. My car was scheduled on March 3, 2024 for services that included an oil change and a multipoint inspection due to a coolant leak and for a SECOND time the *** Call System Failure warning light. The *** Call System was previously replaced in 2022. According to inspection completed technician ****** ******, water got into the module from the rear roof shark fin antenna which was replaced and improperly sealed by BMW of Gwinnett Place. I picked up my *** 330i on March 4th and on March 8th my car battery was dead. On Saturday, March 15th my car battery was dead again. On Sunday, March 23rd my car battery was dead once again. On Sunday, March 30th my battery was dead again. On April 1, my car battery was dead once again and again I called *** of Gwinnett and as of today I have not received a return call from Mr. **** **** or the service manager as promised. On April 2, with the new battery my car battery was dead once again. I knew for a fact it was not my car battery because it was replaced and installed at the end of 2024 and prior to my visit, there was absolutely no issue with anything draining my battery. The old and new battery test results are attached and displays a clear indicator of ****** ****** neglected to reconnect the module exactly as it was found. In order for my battery to stay charged, my battery is now connected to a DEWALT Professional Battery Charger for 24 hours per day which was not how I brought my car to BMW of Gwinnett Place. I am beyond dissatisfied with lack of communication, the poor customer service, and the way *** conducts business with customers.

  

  Business Response

  Date: 06/16/2025

  I called and left message for customer. 

• Initial Complaint

  Date:01/19/2025

  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.

  I purchased a preowned 2023 *** 430I from this dealership on May 8, 2024. Since that date(approximately nine months) this dealership has failed to produce paperwork to NC *** so that I can register my vehicle. For the first three months of ownership, they sent nothing to NC *** even though North Carolina *** and myself called them multiple times in that period asking for proper registration and title work to be sent to the ***. Then they sent the wrong information to the wrong ***. Then they sent the right information to the wrong ***, but it was not signed. Then they sent the wrong information to the right ***. Then they sent what appears to be the right information with nothing signed to the right ***. I have been to the *** 11 times on this issue since I purchased a vehicle. Every time I call BMW of Gwinnett Place I either talk to no one or get sent to a voicemail and never get called back. I have spoke with and left messages with the general manager, the assistant manager, all the other sales managers, my sales associate. And ******** ********, their tag and title clerk. It is ***** law that they only have 30 days to produce proper registration and titling paperwork, and that they can issue a total of two temporary plates. They have issued me a total of five temporary plates and never send the correct paperwork to the ***. This is illegal. I have called *** of ************* and open a case with them. Personally, I sell cars and each time I leave the dealership and go to the *** for hours I lose at the very minimum $200. My calculations, I went to the *** 11 times on this issue so they owe me $2200. If they do not wanna give me the $2200 they have cost me and since they have been unable to produce proper paperwork to register, title the vehicle in the allotted time frame. They have breached contract. I want to return this car to them and take back the car that I traded in. These are the only terms that I will accept at this point. They can also refund my $8,321.

  

  Business Response

  Date: 01/20/2025

  Called the client and left message

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22831688
  
  I am rejecting this response because:

  You have breached contract by failing to provide proper paperwork to North Carolina DMV to register, entitled the vehicle within the allotted time given to you by the state of *******. You have also illegally issued 5 45 day temporary plates to me trying to cover your tracks. Since you breached our contract I now require my 2023 ******** CT5 back that I traded in, $2000 compensation for missing work 11 times while spending hours each time at the *** and a full refund of all monies recieved by *** from myself via automatic payment over the past 9 months.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/13/2025

  This complaint has been handled. We settled on an amount of $8500 and we have since resolved the issue. 

• Initial Complaint

  Date:01/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/19/2024, I leased a car and requested to transfer my license plate. I was told to expect a new plate and manage the transfer myself, but I didn't receive the plate that day. Assuming it would be mailed, I was surprised when a month later I got a voided registration.When I reached out to the salesperson, he informed me that the void sticker meant my plate was no longer valid. He suggested it might be in my trunk, but I clarified I never received it. He later sent an unverified photo and advised me to get a replacement from the county tag office, which was unacceptable since I had never had the plate.After returning from the holidays, I found my temporary tag had expired. I spoke with ***** *******, the sales manager, who informed me that ****** *****, the salesman, had resigned. Mr. ******* printed documentation confirming the plate had been transferred, contradicting Mr. ******* earlier statements.I raised concerns about potential liability if the plate was lost, stolen, or misplaced. Mr. ******* recommended waiting to contact the ***. He later emailed, stating I would need to visit the tag office to report the loss and get a new tag, which would cost $20 and be reimbursed. He showed zero accountability for the ineptitude and lack of responsibility of his employees.Moreover, on the day of the purchase, I accepted a multi-coverage protection package but canceled it the next day. Mr. ******** ******* in the financing department told me, the contract could not be changed because it had already been sent to the legal department, but assured me the money would go toward my lease payoff. I requested written confirmation but received none despite follow-ups. On 12/05/2024, Mr. ***** texted that my cancellation had gone through, yet he later stated it had been applied to my lease. Given the poor accountability from the dealership, I demand written proof of the cancellation. A dealership selling luxury cars should provide high-quality service and customer service

  

  Business Response

  Date: 01/17/2025

  Called the customer and left a message. I am waiting on a return call. 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22798639
  
  I am rejecting this response because: Mr. ****** *********, general manager, contacted me on 01/17/2025 at 4:27 PM. Unfortunately, I saw the call later that night. I returned his call the next day twice and left a voicemail.  The following day, I called the dealership directly. I was forward to a voicemail again. I tried to call him back a couple of days ago but the calls always go to his voicemail. This just shows the lack of professionalism and customer care of this company.

  I did received a copy of the package cancellation I had requested 2 months ago. However, there was a plate fee that I requested to be reimbursed. I have not heard about it from anyone. 

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

  

  Business Response

  Date: 02/13/2025

  Called and left message

• Initial Complaint

  Date:12/26/2024

  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.

  We bought a radiator from *** that was defective. Didnt know it was defective until it got installed and saw there was a leak. We called the parts department for *** and they said to bring the car up to check it out. We did as they said and they said theyre going to swap out the radiator for a new one and have it ready in a couple of days. After a week, they called us to advise us to pay for another radiator because they wont take the old one back. Said that whoever installed it messed up the radiator and not them but theyre not really sure how the damage occurred. Now I have to drive my car back with a leaking radiator until I can come up with more money to get another one. Had to miss work because of this

  

  Business Response

  Date: 01/17/2025

  I have called the customer. I left a message and am waiting on a return call. 

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22732326
  
  I have left a voicemail returning the call. I am waiting for the ** to return my call back. Best time to call is late morning/ early afternoon, between the time of 9am-2pm. 
  
  ******* *********

  

  Business Response

  Date: 01/20/2025

  I am the General Manager from Gwinnett ***. I spoke to the customer who alleged the radiator had a hole in it when they purchased the part, after speaking to our service **** I was informed that we asked the customer to bring the part back in to inspect it and see if it was returnable. After that inspection, we realized the radiator was severely damaged by the shop that tried to install the part. Under this circumstance we are not able to refund a part after it was damaged outside of our property. To assist in the matter, we did offer to repair the customers radiator at cost to help out with the situation, that which they declined. 

• Initial Complaint

  Date:12/17/2024

  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 Saturday Dec 7, 2024 I went to *** at gwinnett place to look at a used 2024 *** i4 edrive 40. I got there and met with ***** who showed me the car and my partner and I test drove the car. The car had up to date technology to include 3D surround view as part of parking assist package. When we got inside, ***** presented an option to get a 2025 version of the same car. He said it would have the same technology to include the parking assist 3d surround view, but he would be able to give me rebate and low finance rate. Even though I had the money to pay car cash, we agreed to finance to get the deals. Once I got to their finance office, I was offered extra warranties that they say I could cancel anytime. I asked about the flex protect and they said that one was not optional and everyone has to get it. When i got home, I noticed the car didn't have the surround 3d view I was told it would have so I called ***** and he said he would work with his manager to see what they can do. I also told ***** I no longer want all the extra warranties and he said just call finance and they would take them off. I called finance for 3 days and left multiple messages for different people and got no return calls. Meanwhile ***** came up with a deal I could not accept so i decided to keep the car. By then it's Thursday and no one in finance had called me. So I drove to *** of gwinnett to see someone in person from finance and remove the warranties i don't want. It was not busy but they had me wait 2 hrs in their lobby to talk to finance who said they can't cancel the extended service warranties and the flex protect is not optional. I went online and to another local *** and everything is saying the dealership should be able cancel them. I also asked about the flex protect which cost nearly 1200 and all it does is share the location of the car if lost. The *** app already does that. I want the warranties off. I feel flex protect is a scam since my*** app share car location already.

  

  Business Response

  Date: 01/17/2025

  I have reached out to the client. I called and left a message on their phone to call me back. 

  Customer Answer

  Date: 01/19/2025

   
  Complaint: 22700790
  
  I am rejecting this response because: I called back 1/18 and left a voice message as well.
  
  Sincerely,
  
  **** ****-********

  

  Business Response

  Date: 01/20/2025

  Spoke to the customer and her refunds have been handled with our ************* I also authorized a refund for the Flex Protect.  

• Initial Complaint

  Date:09/16/2024

  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.

  Gwinnett Place *** sold me a loner 2024 X3 Sport utility vehical on lease. They pulled my credit and took down payment. The next day when I went to take delivery of the car, I was told that they sold me the wrong car and the car I signed on is already sold. Now they were offering me a 2023 car with ****** miles on it or 2024 newer car with $85 more monthly payments. Most features that I signed for, was not present on the car they are now offering to me plus the color was also less desirable. I reached out to the sales manager, the general sales manager and the finance manager- no one tried to remedy the situation. I paid my deposit on 9/3/2024. And today is 9/16. No communication from anyone. They are sitting with my deposit and they pulled my credit wrongfully without actually selling me a car! This is a bad business and I feel cheated; not to mention my money is with still with them! I would like to report them to BBB and also erase the credit inquiry from my report.

  

  Business Response

  Date: 10/15/2024

  My name is ****** ********* I am the General Manager at Gwinnett ***. I have reached out personally to the customer to get further details and try and rectify the situation. 

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a *** 2016 528i which I purchased from this location. In jan 2023 I took my car in because the oil pan gasket needed to be changed. When they did their diagnostic, they said it was other thing not the gasket. I paid about $4000 for the repairs. In March I took my car back due to it leaking oil and they then told me it was the oil pan gasket which I had already told them that was the problem the first time. I paid about $1000 for that repair. In July my car was leaking fluid, and I took it back in and I was brushed off stating it is condensation from the air conditioner. In Aug/Sept I called to make an appointment due to coolant leaking after I let a mobile mechanic do a diagnostic and he asked what work I had done on the car, and he told me to take the car back to *** because the car was not put back together correctly and has cause the coolant to leak. I had to wait 3 weeks before they could get my car in, when they got it in on Sept 29th, I received some of the worst service I have ever seen. I was not provided a loaner vehicle, the service manager would not even speak to me, and I asked for a copy of all the work they have done on my car multiple time and never received it. My car was in the shop from Sept 29- Jan 4th. I miss the only text on Nov 15th stating my car would be ready and did not hear from them until Dec 28 stating they would tow my car if I were not going to come get it. I paid $3000 for those repairs. When I drove off the lot my engine light came on I called in the morning and received no help. On the night of jan 11 my engine and coolant light came on, I then called *** the next day seeing the coolant system is what they replaced, while on hold my car completely broke down. I had to have it towed back to *** and being told its the belt and air filter, which the belt was fairly new and was fine before they worked on my car. *** failed to address the codes I have got off the car or take accountiblilty for their work and actions.

  

  Business Response

  Date: 02/01/2024

  Hello, we have been in touch with the client and are meeting in person Thursday, February 2, 2024. 

  Customer Answer

  Date: 02/15/2024

   
  Complaint: ********
  
  I am rejecting this response because: Please refer to complaint number ******** I did meet with *** and they did nothing to resolve my issue, the 3 issue listed they told me nothing was wrong with my car. The last visit I stayed while they did a diagnostic and then they found the issues, they had to do work on my car which took parts apart. When they put it back together they broke something and will not fix it. I was told its time for you to get a new car or you can pay and fix the issues but something else is just gonna break in a couple of months.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/14/2024

  The vehicle was originally brought into BMW of Gwinnett Place on September 25th, 2023 with a Check Engine Light on amongst various other lights and concerns stated by the client. This was after the client had the vehicle checked by a non-approved *** Mobile Technician. Per customer's request, we diagnosed a coolant concern. We completed the coolant related recommendations that the client approved and worked with him on the pricing. Shortly after taking delivery, the worn-out drive belt, that was not related to the coolant repairs that we recently did, failed and we replaced the part at no cost of labor to him. We also covered the transportation costs during that time. Then, the check engine light concern was brought up and it was found that there was an aftermarket OBD 2 scanner plugged in which was causing a communication failure with the **** Due to the age and mileage on the vehicle, we suggested that the client think about trading or selling the vehicle as there could be many unknown expenses that come up in the future as the vehicle is outside of warranty. 

• Initial Complaint

  Date:01/10/2024

  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.

  Date:March 13th, 2023 *** of ran test of my car and said my vehicle was having issues because I had a starter replaced before and needed an O-Ring and new vent hose installed. My car started driving like normal again. However, I noticed the EL was still on but no other problems had been reported on my paper work besides replacing tires, cleaning vents, etc. My paper work stated an engine/multipoint check had been completed. No other leaks had been reported besides the the leak from the crankshaft sensor leak, which had been repaired. I drove in the vehicle for a few days and noticed the EL did not turn off. I contacted *** and spoke with an advisor who stated it should go off on its own. It did not. I called *** several times to get in contact with my service advisor. I scheduled a date in May to see if they check out my car again. They had my car for almost 2 hours. A day later my engine light came back on. So, *** did not inspect anything further. They held my car for two hours when turning an engine light off doesnt take that long and I could have done it myself. They made it seem as though something was being done further to see if there were any other problems. I made an appointment in June 2023 to see if I could get the car inspected again. After inspecting the car again I had more issues this time which went unreported. I was having catalytic converter issues, a oil level sensor and EVAP leak. They said these repairs would be $9,000 which is worth more than the total value of the car. Then to add insult to injury, they sent an email after the appointment stating they wanted to buy my car for $3,800. I have paper showing these issues were never addressed and in the original **** given vs the one provided through their website, they stated my oil level sensor needed to be changed in one document and another document stated my oil pressure sensor needed to be replaced. I feel as though they were making up issues for me to fix.

  

  Business Response

  Date: 01/15/2024

  We have spoken with ******************** regarding her complaint and concerns for her *** 3 Series. We are actively communicating with her and attempting to schedule a time for her to bring the vehicle in for us to work with her on the oil leaks she is experiencing.