Complaints

This profile includes complaints for BMW of West St. Louis's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  BMW of West St. Louis

  14417 Manchester Rd Manchester, MO 63011-4044

  
• 

  BMW of West St. Louis

  3705 Lemay Ferry Rd Saint Louis, MO 63125-4507

  

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:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2024, I purchased a 2008 ****** Altima from *** *********** for *****. The company committed to providing a working used vehicle that was checked thoroughly by the company's mechanics. After a few weeks, the vehicle began to make loud noises and have difficulty accelerating. The car was brought back to dealer mechanics but nothing changed. The vehicle only began to have more issues than before, according to mechanics at ************, this vehicle needs a transmission.

  

  Business Response

  Date: 12/03/2024

  On December 27, 2023, BMW of West St. Louis had the honor of assisting Ms. ****** ******* in acquiring a new vehiclea 2008 ****** Altima. The vehicle, identified by VIN number *****************, has ******* miles on it and is noted for being a two-owner car with no reported accidents. Additionally, it had 34 available service records, . Prior to acquisition, the ****** successfully passed the Missouri state safety and emissions test on December 21, 2023.
  
  The vehicle was sold on an "as-is" basis, with Ms. ******* acknowledging this by her signature, as documented in the attached paperwork. Although an extended service plan was proposed to Ms. ******* for further coverage, she elected to decline this offer at the current timedetails of which are also available in the accompanying documentation.

  She has not used our service department or any other services sine the purchase.
  
  The team at BMW of West St. Louis extends our offer to Ms. ********** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">to bring the vehicle in for a trade or any additional customer pay service
  at a reduced rate.

  
  

  Customer Answer

  Date: 12/04/2024

  Complaint: 22630658
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/10/2024

  Called BBB on 12/5 following the response rejection. The customer gave no explanation to why she is rejecting the response. We have nothing more to add.

• Initial Complaint

  Date:10/07/2024

  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 took my car over to *** because of Airbag and bolts was suppose replaced if damaged. They came rental car. I received a call later informing me that my windows won't go up. I got a call stating that I would need to pay $1100 for my windows to be repair. I told the cashier to call me and not to text message me before performing any work on my car. I called the manager on Friday and advised him I had my car in for the recall items mention above. I had them to charge $1100 on my husband credit card. Once I got the car back and start driving the brake lights stay on, my time on dash board, and temperature gauge didnt come on,. I want a refund and my brake to be fix correctly.

  

  Business Response

  Date: 10/08/2024

  ****,
  
  Per the conversation we had on 10/2/2024 the amount charged to you was in error and has been refunded, we mailed a copy of the refund to your home address on 10/3/2024. If you have not received the refund please let us know. Please contact me, **** *******, and I will be happy to assist in getting any other issues you may be experiencing resolved. My contact information is below.
  
  
  
  
  **** *******
  Service Manager
  BMW of West St. Louis
  ************ *** ***
  j*******@bmwofweststlouis.com
  
  
  

• Initial Complaint

  Date:08/29/2024

  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.

  To Whom It May Concern,I am writing to formally lodge a complaint regarding my recent experience with *** of St. Louis during the purchase of a vehicle.1.Discrepancy in Deal Terms:The final price of the vehicle was agreed to be $47,000 out the door, inclusive of all fees, taxes, and registration. However, upon receiving the vehicle, I was informed that the dealership had not completed the registration and that I would be refunded the collected taxes. The sales tax refund I received was $2,099, which is significantly less than the $2,700 expected based on Michigans 6% tax rate. Additionally, I did not receive a refund for the registration fees, resulting in me paying $1,000 out of pocket to register the vehicle. I also had to pay an additional $630 in sales tax, which should have been covered in the original agreement.2.Vehicle Condition Misrepresentation:During negotiations over the phone, I was assured that the vehicle had no damage. However, when I traveled from ******** to ******** to collect the car, I discovered damage to the wheel and multiple scratches on the body, contrary to what was promised.These issues have caused significant dissatisfaction and inconvenience. I kindly request your assistance in resolving this matter by ensuring I receive a full refund for the sales tax and reimbursement for the registration fees paid out of pocket. Additionally, I expect corrective action to address the misrepresentation of the vehicles condition.Thank you for your prompt attention to this matter.Sincerely,********************* ********************** ************ Date of Purchase: 20 july 2024 Please let me know if further details are needed.

  

  Business Response

  Date: 08/30/2024

  This customer purchased a 2023 *** 5 series on JUly 20th, 2024. 

  He financed $2099 in sales taxes into his loan. 

  He had a trade in, which gave him this amount. 

  He decided he would sell his trade himself. 

  We kept the taxes the same as he would still get the tax credit selling the car himself .
  . 

  He didn't sell his car and now wants the dealership to pay the additional $600 he incurred not having the tax credit. 

  We informed him we can't pay additional taxes on his car. 

  We also told him we gave him the check in the amount on his contract.  

  We are sorry for the dilemma but we submitted the signed contract exactly how we discussed.

  We do not owe the customer any money. 
  
  
  *******************************
  BMW of West St. Louis
  Sales Manager
  ******************

  Customer Answer

  Date: 09/10/2024

  Hello, I didnt receive the previous email notification thats why I have missed out the previous message from you. Im sorry about that. Can you please reopen this complaint. *** just asked the dealership for the trade in value and Ive never agreed upon the trade so I just canceled the trade in of my car and asked them to proceed with out the trade. When I had a deal with them there was no talk about the trade and the amount we have agreed  the deal is ***** out the door without any trade in. The dealership also contacted me on call and have acknowledged their mistake on the call.

   

  they have just played with the numbers with me. Please help me out of this situation 

  

  Business Response

  Date: 09/10/2024

  Our response has not changed.

  This customer purchased a 2023 *** 5 series on JUly 20th, 2024. 
  He financed $2099 in sales taxes into his loan. 
  He had a trade in, which gave him this amount. 
  He decided he would sell his trade himself. 
  We kept the taxes the same as he would still get the tax credit selling the car himself .
  . 
  He didn't sell his car and now wants the dealership to pay the additional $600 he incurred not having the tax credit. 
  We informed him we can't pay additional taxes on his car. 
  We also told him we gave him the check in the amount on his contract.  
  We are sorry for the dilemma but we submitted the signed contract exactly how we discussed.
  We do not owe the customer any money. 
  
  
  *******************************
  BMW of West St. Louis
  Sales Manager
  ******************

  Customer Answer

  Date: 09/11/2024

  Complaint: 22213356
  
  I have reviewed the business' response and am rejecting it because:

  I never had a deal with trade in, Ive never agreed with them for the tax credit and they have never discussed the same with me. I had a deal at $47000 out the door without any trade-in.

  They made a mistake in their paperwork even their manager has acknowledged it over the call with me.
  At the time of purchasing the vehicle, I denied the trade-in with them and I was never discussed the tax credit thing with them.

  They are just playing with the numbers with me even their management was rude with me over the call. Ive never expected that kind of service from the dealership who are  selling a luxury brand.

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

  

  Business Response

  Date: 09/11/2024

  The  official response to the rejection:

   ************** was fully informed of all relevant figures pertaining to the transaction. The dealership reached an agreement with ************** regarding the price. Subsequently, he inquired about the trade-in value for his current vehicle, sales tax, and tax credit. The finance manager conducted a comprehensive review of these financial aspects. ************** provided his signature on the contract and the buyer's order, both of which clearly displayed the necessary figures. The financing supplied by our dealership appropriately covered the tax-related expenses as discussed. Our dealership is not responsible for any additional tax-related expenses that were not stipulated in the signed agreement. We pride ourselves on being a transparent and trustworthy institution and remain steadfast in our commitment to safeguarding the best interests of our clients.  
  *******************************
  BMW of West St. Louis
  Sales Manager
  ******************

  

  Business Response

  Date: 09/11/2024

  This is the 3rd time we have sent the same response . We have nothing else to add.

• Initial Complaint

  Date:04/18/2024

  Type:Order 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.

  Subject: Unfair Deposit Policy at BMW of West St. Louis I am lodging a complaint against BMW of West St. Louis for unfair business practices regarding their deposit policy. On April 10, 2024, I visited the dealership to consider purchasing a *** X7 for my husband. Representing him due to his work commitments, negotiations occurred concerning trade-ins, with a non-contractual document outlining their best offer presented.The salesperson, *******************, requested a $1010 deposit to "hold" the vehicle until my husband could inspect it. No mention was made of the deposit being nonrefundable. The next day, my husband found the vehicle lacked a necessary hitch and sought a better trade-in valuation. Negotiations for an alternative vehicle failed, partly due to the threat of deposit retention despite no signed agreement.Despite our clear decision not to proceed, the dealership refused to refund the deposit, claiming it was nonrefundable, a term never agreed upon. This practice is deceptive and unfair.Moreover, attempting to bind us to terms stated as "not a contract" is troubling. The document was an "invitation to negotiate," lacking legal force.Requested ************* of the $1010 deposit.Investigation by the Better Business Bureau into BMW of West St. Louis for unfair practices.Revision of the deposit policy to ensure transparency and fairness, with terms clearly communicated to consumers.

  Customer Answer

  Date: 04/19/2024

  The dealership has refunded the deposit, so this matter is resolved and the complaint can be closed.  Thank you for your assistance.
  

   

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

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

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

   

• Initial Complaint

  Date:07/03/2023

  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 have paid for a fuel leak repair under a state safety inspection and now I am being told that more parts are need to be replaced on the car to fix this issue
  because the brand new parts that were put on to fix the issue did not fix the issue.
  I have talked to 2 other repair shops that do BMW repairs and their response was if we fix the car and it is not fixed we either fix it or refund it.  This is an an 18 year old car but they told me that these other things needed to replaced.
  at around 2000 and now they are telling me its going to be around 4000 dollars in total. I feel they have used fraud and deceitful business practices to bait me into paying an amount I would not have normally paid on a car that is 18 years old. I have spoken with the service manager and I was given the number for the director without ever receiving a call back.
  and I have left 2 voicemails for the highway patrol and state safety inspection as well.
  This is considered fraud because it involves the State Safety inspection
  I dropped my car off in May and is still there.
  I didn't complain about the price and they replaced it under warranty and now its still leaking.
  The most they will give me is half of the cost of the part to replace. The part costs 70 dollars. I would have to pay the entire cost of labor. Instead of owning up to their mistake and admitting that the brand new parts they put on the car did not fix it, they instead are charging me more money, money I would not have agreed to pay in the first place. 

  

  Business Response

  Date: 07/06/2023

   Mr. ****,
  
  
  When your vehicle was brought in for a safety inspection on June 2nd we found that the vehicle failed for 2 items. A leaking fuel rail and play in the right rear wheel bearing. Per our discussion you had the vehicle at another facility prior to us that had failed the vehicle for the same items. After approval for replacement of the fuel rail and wheel bearing your repair was dispatched to another technician that also verified the leaking fuel rail, 3 different technicians had verified the fuel rail leak. 1 at another facility and 2 at this facility. After replacement of the fuel rail the vehicle was then reinspected and no fuel leaks were found at that time. 
  
  
  When you returned the vehicle to us at the end of June we again found that the fuel rail was leaking. We had suspicions that the fuel feed line to the rail was leaking as well but before we jumped directly to that we replaced the fuel rail again at no charge as this was a parts warranty. We monitored the vehicle after the fuel rail replacement and determined that the feed line was in fact leaking. Our determination is that after the fuel rail was replaced and full pressure was restored to the fuel supply system the fuel line bagan to leak.
  
  
  We completely understand your frustration and are happy to provide you assistance with the additional repairs.  The total for replacement of the fuel feed line is $1525.00. Taking into account what you have already spent on the vehicle we are willing to split the repair 50/50. This would bring your total to $762.50. Hopefully this is a satisfactory solution. 
  
  
  --
  Regards,
  
  
  **** *******
  ******* *******
  *** ** **** *** *****
  
  ************ *** ***

  Customer Answer

  Date: 07/14/2023

  I have reject the Offer to repair at additional cost. I have reported the falsification of Missouri State Safety Inspection to the Missouri State Highway Patrol office Troop C and filed a complaint with the Missouri States Attorney Generals office.

  My vehicle is still not safe to operate on the road and it has been so since June 2, 2023. After granting BMW of West St. Louis additional time to consider the implications of filing a false State Safety inspection, they have refused to repair the car without further payment. I feel these are the definitions of Fraud and Extortion and have reported such to the States AG office and the MO HP inspection office.

  Further Action from the BBB will not be necessary as the complaint has now escalated to a felony.

  

  Business Response

  Date: 07/14/2023

  We feel the original response is more than sufficient at this time .

  We feel the customer has esculated the complaint to a criminal accusation .

  We therefore do not intend to coment further on this issue.

  I am sorry for not being able to rationally resolve this. 

  If the customer would like to discuss this further he may call.

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

  Customer Answer

  Date: 07/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The Business has not attempted to resolve the repair that was billed as repaired and falsified a Legal Document with the State (stating the vehicle has passed state safety inspection).

  I have been without my Vehicle for 3 weeks as they did not have the parts or the repair technician able to install the parts on two occasions. (requiring 3-5 business days each time) plus weekends and holidays

  The repair of a fuel leak identified on the state safety inspection as a reason to fail the vehicle was charged but did not fix the fuel leak.

  The business offered to apply half of the parts and labor charged towards an additional $1755 in repairs to "hopefully fix" the fuel leak.

  The business had two separate technicians identify the fuel rail as the reason for the fuel leak on two subsequent repairs but the replacement has not resolved the fuel leak. There is still a fuel leak. They delivered the car back to me leaking fuel.

  As a BMW dealer and repair shop, they should have a better understanding of the problems associated with this vehicle and its issues more than other general automotive repair shops.
  
  
  
  As a State Licensed Safety Inspection Station, They should not have certified to the state that the vehicle was safe to travel on Missouri roads.

  If the business had indicated that the repairs required to get the vehicle legal to pass the state safety inspection was $3,480 instead of $2153, I would have declined the repair and opted to have another shop service my vehicle.

  As it stands, It feels as though the business is trying to extort an additional $1,327.50 to repair my car so that I can use it. 

  After giving the business ample opportunity (more than six weeks) to rectify their mistakes at their own expense, I have been forced to seek assistance from the authorities that allow them to operate in this state.

  It has been 6 weeks since I dropped my car off for safety inspection and it resides in my garage with a fuel leak unsafe to travel on the road.

  At this point, I am seeking a full refund on the repairs that I had paid this business to the total of $2,125.85 minus the State Safety Inspection cost of $12 for a total of $2,113.85 So that I can take the vehicle to another shop to fix the fuel leak and allow me to operate my vehicle safely.

  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 07/18/2023

  This customer is being unreasonable and has threghtened legal action.

  Has stated in the last response , we will not be arguing our legal position through the BBB.

  Please call if you have any further questions.

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

  Customer Answer

  Date: 07/18/2023

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

  Despite being given multiple opportunities to rectify their mistake at their own expense, the business has decided to not fix the problem they were paid to fix without an additional $1.400.00 being paid 

  As far as legal matter are concerned, I have not mentioned any litigation on my part. I have simply notified the dealership that if they chose to not rectify their error, that I shall need to forward my complaints to the Highway Patrol Safety Inspection Board for passing a vehicle that is unsafe to drive and to the ******** ****** ******** ********* ****** ******** ***** ********** for charging for work and not completing the work paid for. 

  This has left me with a lack of confidence in the dealership to repair their brand of vehicle and feel that they have no concern for customer satisfaction and would rather deal with matters in court than assume the responsibility for their mistakes in improper diagnosis of a fuel leak twice by two different technicians.

  As my vehicle has been unsafe to drive since the inspection six weeks ago, I feel that consumers need to be aware that repairs at this facility may cost twice or three times the stated rate.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:03/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a part from this company on 2/23/23. The parts person told me it would be in the next day and it wasn't. I had to go out of town for a month. Before I left, I put a stop payment on the check. I tried to use my card out of town and it declined. They told me there was suspicous activity. I came back home and BMW told me I was going to take the parts because I ordered them. I never took possession of the parts. The dealership took the money out of my account. The account is closed down. I showed BMW the information from the bank. They told $3889.54.

  

  Business Response

  Date: 03/14/2023

  I am the Service Director. I am  personally working on this.
  We are more than happy to refund the credit card, however the account was closed. I have called the bank and left a message for them to verify this is a real transaction, but they have not returned the  call. When a person pays with a credit card than wants money back, it is typically a scam. We need to go through a process to confirm the is a legitimate transaction. It was a large amount of money.

   

  
  
  
  --
  ****** ****
  Service Director
  ******* ********** *****
  *************

• Initial Complaint

  Date:01/04/2023

  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 took my 2011 BMW X5 in on December 5. I still have not received it back. It was only for a minor coolant hose leak. They fixed the coolant problem but now there is a sound coming from the car. I was told it was a pulley and the alternator. I ended up getting towed back to them. I had to pay for a new drive shaft. When I drove it from the lot it broke down literally right around the corner. Now they are telling me there is a hole in the transmission. I told them I would pay for the transmission but then they said there was something else wrong with it which would be about another 6000. I did tell them when I first brought the car in that I would eventually get a new car. I feel like they took that comment to make more issues to try to get me to buy a car with them.

  

  Business Response

  Date: 01/09/2023

  We are sorry for the trouble you are experiencing with your vehicle. Unfortunately the failure of the driveshaft and the damage that failure caused to the transmission was completely unpredictable and in no way related to the cooling system work we had previously done. As we have discussed as a token of goodwill we are happy to offer to repair the vehicle at our cost. This repair is still expensive as you are aware even at cost it exceeds the value of the vehicle. My advice to you is to explore purchase of a different vehicle. We are happy to help you explore this option as well. Please let me know how I can be of assistance. 

  **** *******

  BMW of West S.Louis Service Manager

  
  

  Customer Answer

  Date: 01/17/2023

  I am not in a position where I can look for another car.  Since the offer was made as a good will effort for you to repair the car at your cost, I'll agree to that. I understand from your statement that there will be no charge to me.  I would like to get my repaired car back as soon as possible.