Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:05/07/2025
Type: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.
When I got my car back from this dealership after paying thousands of dollars for service, the car was damaged. There are scratches all over the car.
My car was picked up in Sioux City by their valet service. When I called to complain about the scratches, they took it back to Omaha and detailed it. But the scratches are still there. Especially noticeable are the scratches in the black paint on the roof.
The dealership tells me that because they do not know how the damage could have happened while the car was in their possession that it didn't happen there.
They refused to share the pickup and drop off reports from the valet.
Business Response
Date: 05/09/2025
05-09-25
*****
Thank you again for taking the time to speak with me over the phone about your recent experience. I appreciate the opportunity to address your concerns personally.
Per our phone conversation and as a gesture of our good will, Onyx Automotive has agreed to pick up your vehicle upon your return from your trip and will complete the necessary repairs to the roof and rear bumper. I want to assure you that these issues will be resolved properly and with care.
Please don’t hesitate to call me throughout the pickup and repair process. I’ll be here to ensure everything goes smoothly and that the remainder of your experience meets your expectations.
W*** *******
**** *******
******* ******* * ****** ********
**** **********
************ *****Customer Answer
Date: 05/11/2025
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:04/30/2024
Type: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 4/16 I hit a pot hole in Omaha i had my car towed to Onyx On the the 16Th I popped my tire and scratched the rim. I had a warranty on the tire and rim. They told me i bent the rocker arm and it need replace for $1200.00 or so. Then the next day they claimed I needed more work done totaling over $9000.00 and told me to file a claim with my Insurance. I then came and picked it up and took it to Another BMW shop. They fixed the Rocker Arm for $675.00 and asked me if all the sensors went off when i hit the pot hole ( their was 6 Of them going off ) I said no. He stated that someone had to trip them. It appears that Onyx is Sneaky and set off the alarms to get more work and worst of all have me file it through my insurance That's fraud I know they give you a loner car and have a nice waiting area with snacks and drinks BUT this is unacceptable for both me and my insurance Lucky my insurance company told me to get a second opinion.Business Response
Date: 05/01/2024
April 30, 2024
*** ****,
Thank you for taking the time to visit with me on the phone today. I'll be sure to personally see to it that we do more training with our advisors on the subject of more informative explanations when they are making repair recommendations.In the future, you are always welcome to contact me personally if I could ever be of help. My direct email is ***************************.
Also as we discussed, please except a complimentary oil service as a gesture of my goodwill. Use the email i sent you previous as the method to receive that complimentary service.
Thank you again for your continued business.
**** *******
Director of Operations-ONYX AutomotiveInitial Complaint
Date:06/01/2023
Type: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.
On 11/15/2022 I paid of the loan on my vehicle. To this date I cannot get answers out of the dealership as to when I will receive my title. When I call BMW financial they have sent the lien release but the dealership has not provided the title back to them. At this point we are 7 months from the payoff date and I cannot get answers. I have emailed the Sales Advisor I dealt with for the purchase and have not gotten a response. I have emailed their general sales inbox and have gotten 0 response. I have emailed the GM today but I do not hold out hope.Business Response
Date: 06/02/2023
Mr. *****
I deeply apologize for any inconvenience we may have caused. I am working with the state of ****** department of motor vehicles and BMW financial to discover where your title may be and get it in your hands as soon as possible.
My goal is to have this title to you within 14 days. Thank you for your patience while we work through this together.
Drew *******
General ManagerCustomer Answer
Date: 06/02/2023
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,
Jeremy *****Initial Complaint
Date:04/24/2023
Type: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.
Was sold a brand new 2022 BMW ** *** ****** as new but was later reviled to have had covered up damages and imperfections.Business Response
Date: 04/26/2023
Mr *******
I am in receipt of your Better Business Bureau complaint.
I have undertook a thorough investigation of your assertions and your demands. I have reviewed of all your provided documentation. We have also been in touch with ****** ******* *** and involved *** ** ***** ******* in researching your concerns
I note you have not provided proof of the body damage you describe. You reference the ****** *** Collision Center "........confirmed my vehicle has paint inconsistencies."
I am requesting the following:
1. Written documentation from ***** *** Collision Center referencing your vehicle
2. A detailed description of the "paint inconsistencies" including the factual measurements taken from their "reader" plus a clear indication of what vehicle areas are involved.
3. The complete contact information of the ***** *** Collision Center employee who took these measurements and completed the requested detailed report.
I will pause my investigation awaiting these documents. Kindly send them via email to *************** with a copy to the Better Business Bureau referencing your complaint number.
Upon receipt and review, I will advise you of the results of my investigation.
Sincerely
Steve **********
Chairman
*** *** *****
ONYX Automotive-BMW of Omaha
Customer Answer
Date: 04/27/2023
Complaint: ********
I am rejecting this response because: It does not address and resolve my complaint issues and no acceptable resolution has been offered. (see attachment for responses to Onyx BMW's questions)
Sincerely,
Brian *******Business Response
Date: 05/02/2023
The response of BMW of Omaha is attached. Today is 05-02-23.
Four documents are included.
Thank you
Customer Answer
Date: 05/15/2023
Paint reading snippet just to show I had the car read.
***********************************************************
Customer Answer
Date: 05/17/2023
I sent a rejection with additional information on Monday 5/15/2023.
Thanks
Business Response
Date: 05/22/2023
Our reply is attachedCustomer Answer
Date: 05/23/2023
This claim should have not been closed without bringing mediation into the picture. I did not give any notion that I was satisfied with the last reply from Onyx which was just received on Monday 5/22/2023. So many unethical practices here. So you now leave me no other option but to involve legal and all parties that contributed to this unfair remedy will be involved.Initial Complaint
Date:02/14/2023
Type: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 pre-paid via check for ceramic coating on my new **** ****** ******* I purchased the end of November 2022. I cancelled the service, but my check for $******** was cashed. I called the beginning of January 2023 and was told a check would be sent to me, I have a voicemail message from John in the after-sales team verifying that. I have left multiple messages via voicemail and email with no one contacting me. All I want is my money back that I was promised.Business Response
Date: 02/28/2023
Mr.
*****
Thank
you for reaching out and letting me know you haven’t received your refund.
I deeply apologize for our lack of urgency in addressing this matter. By
time you receive this message , Jake **** has greeted you and personal hand
delivered your refund in the amount of $****.We
will learn from this mistake so not to repeat for future customers.
If I
can ever be of service please call me personally. ************.
Thank
you for your business,
Drew
*******-Director of OperationsCustomer Answer
Date: 03/02/2023
Better Business Bureau received a phone call from Consumer John ***** stating that this complaint is resolvedInitial Complaint
Date:12/29/2022
Type: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 2022 ****** from your dealership April 2022, it is now December 29th and I'm still without any plates or proper registration for the vehicle. I recognize there were a number of documents I did not receive along with the taxes from my deal was not paid to the ******** Secretary of State. However, that's not my fault. It's now eight months and I've made every lease payment yet my vehicle is technically illegal to drive. I've called and spoken with Daniel ******** in the title department who sent me a justification letter that's now expired. I've emailed 3 times and called several more with his promises to return my call with no avail. I refuse to continue to drive a vehicle illegally that can not be titled.Business Response
Date: 01/23/2023
Consumer Response /* (2000, 6, 2023/01/07) */
The issue has been resolved in a timely and efficient manner. Thank you Onyx Automotive team for your attention to this matter.
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