"Certified" BMWs

Consumer Complaints & Reviews

Nathaniel of Atlanta, GA on Sept. 3, 2003

I purchased a 2000 328i in September of 2002. I purchased this car from a certified BMW delership in the Atlanta area. I was told the car was completely certified and was "like new." However, that hasn't been the case. I have owned the car one year now and have been to the dealership almost ten times for various problems.
Here are some off the top of my head: replaced heat shield (took it in three times before they found the problem), driver side power seat failure-repaired, rear passenger door window malfunction-repaired, trip computer faulty-replaced part, faulty temperature control sensor causing fan not to blow-repaired, hazards button and auto door lock button malfunction-repaired, driver side door brake broken-not repaired, nearly every bulb on the car had to be replaced and finally, the last time I took it in (two days ago) I was told my belts are cracking, brake pads are worn, rotors need turning, and tires are too worn to rotate all in all costing over $2,000 to repair.
I have been furious throughout this ordeal and after talking to the dealership I was given BMW's customer service number. What I need is a contact at BMW headquarters to send a letter to. At this point I don't know what to do. I can't sell the car in the condition it's in or I will lose all of the $9,000 down payment. My last car was a hunk of junk and was 10 years old and never had this many problems. I would expect all this if I had bought a used automobile for $2,000 not from an automobile I paid $30,000 for.
The consequences have been having to take time off work once a month to take my car in, wait thirty minutes for a representative, and finally leave there an hour later only to return and repeat all that to pick my car up. Scheduling an appointment is a hassle and half the time the part you need isn't in stock and you have to return again a week later. My damage so far based on loss of work and the condition of my car (taking depreciation into consideration) has been over $4,000 in less than 11 months. Any advice to what I should do would be greatly appreciated.

High-performance cars are expensive to maintain. If that prospect is daunting to him, Nathaniel should get rid of the BMW and buy a Honda, Toyota or something similar.

Wendy of Marietta, GA on July 22, 2003

I purchased a "certified" 2000 BMW 323i on 8/24/02. Six days after purchasing the car the window regulator malfunctioned and the car was returned to the dealership for service. Twelve days later I discovered water leaking into the car from the front passenger side door. Over the course of several months the dealership made three attempts at repairing the leak with no success. In addition to the water leak, a second window regulator malfunctioned a few months later.
I sent several letters to BMW of North America and finally agreed to trade the car in for another 2000 323i. The next day after buying the second 2000 323i another window regulator malfunctioned. Unfortunately, the dealership where I purchased both of the cars is approximately 30 miles from my home and place of business. So, I will have to make arrangements to take off from work to return the car for service. I am completely disgusted with the level of service provided by the dealership as well as the operation and performance of the BMW 2000 323i.

Based on my experience I believe there is a defect in the operation of the 2000 323i power windows. My hope is that I can get out of the second 2000 323i without too much of a financial strain and find another make and model that is more reliable.

Michael of Tampa, FL on May 13, 2003

Bought a certified pre-owned BMW from Fields BMW in Winter Park, Fl and it has broken down 5 times in one year. Three times now the #3 cylinder coil has gone out and been replaced. The service advisor stated BMW has had problems with the coils and are having supply problems with the new and improved coils so they're only replacing each one as they go out. However, with the same coil going out three times now, I feel there is another problem causing it to fail.

In typical arrogant BMW fashion, they blew me off as usual. I contacted the BMW executive line and was promised the world and that they would call me back with a solution. Of course they never called. Then a service manager had the gall, or ignorance, to call me and recommend a $600 tune-up and inspection even though the car has only 45,000 miles. After I told this idiot this he added, "Well sir, I get paid to sell parts." Now I know that BMW stands for "big money wasted."

Tekisha of Waldorf, MD on May 12, 2003

I purchased a 2002 BMW 325 two weeks ago. Over this past weekend while traveling on the Beltway my car began to malfunction. I was traveling about 70mph. Suddenly, my car began to lose power. No matter how hard I pushed the gas the car would not accelerate. Blessedly, I made to the emergency lane. BMW roadside assistance was contacted. They informed me that they are not authorized to assist persons on interstate 495 and advised me to call 911. They further stated that I should have the vehicle towed to my home because I did not have authorization to take it to the dealership which was 5 miles away.

I had it towed to the dealership anyway! The next business day I expressed my frustrations to everyone and my desire to no longer own "The Ultimate Driving Machine". I was informed that this was not possible and it would be repaired. I was not given a loaner vehicle as promised when I purchased the vehicle. The manager stated he had no dealer tags! I was offered a Dodge NEON from a local rental car co. but that was not acceptable. I do not want this car and I am willing to do whatever it takes to end this contract.

Kelli of Garden Grove, CA on Jan. 12, 2003

We purchased a 1999 323I in Feb. of 2002. After 3 days of negotiations and 9500.00 down, we bought the car. I originally wanted a black one with a bit less features, but they told me this one had more features, was "mint" and all Certified BMW's are like new!

My payments are 547.00 per month. I have problems with the wiondow rattle, total computer went out on me..had to be towed, etc. Nothing compared to what I soon found out!

This last Nov. I took my daughter to buy a Dodge through some friends that I have worked with. I asked the used car manager to " appraise" my car as well. He proceeded to ask me if I had been in an accident? When I said NO, the car I had only had for about 9 months or so. He showed me where the car had been totally "RE-PAINTED" about 3/4 of the way. He showed me where there was "bondo" bubbles in one of the fenders.

The car is silver and it is hard to match. He showed me where there was "over-spray"...and told me my car was virtually worth about $13,000, then take $2,000 away for smog and saftey and then however much to paint the "WHOLE" car about $3500.00, making my car worth about $8-10,000. I paid almost 30,000, and still owe 26,000.

I called the dealership IMMEDIATLY and went there by myself to meet with the manager in sales.
After I got there, I was met by "Sam Chaalan, Service Director" who led me into his office after checking the car.

He let me know "he understood how upset I was", please wait til Monday and come back and he will "get me out of the car". I asked for this in writing and he refused so, I refused to leave with the car, so he called the sales manager. He basically told me, he could do nothing, but sell me a NEW car. I told him, after the down $ on this one , and all the payments I can not afford to buy another car from them!

I then asked to speak with the General Manager and was met with Mr. Chip Irwin. He and MR. Chaalan left the office to once again look at the car, I could see them through Service dept. camera's. (not much checking of the car), plus I was told to stay put!

By this time, I was crying alot out of frustration. They came back to the office I was in and Mr. Iriwn, shrugged his shoulders and said it was not "that bad!". I said to him it is not that bad, it is not his car he paid all this $$$ for. We went back and forth about the value being nothing to what I paid, how it is supposed to hold value due to the car being a BMW! I asked to please take the car back and I would walk away. I did not ask for any $ back, just get the car back, let me please walk away. He was cold, condescending, and smirked at the request. He flat out refused to help.

So, I reqested the owners name, he replied " I REPRESENT THE OWNER". I once again asked for the owners name, he refused it.
I told him, i would be contacting an Atty., the DMV, and anyone else to get this matter resloved. I told him I felt they mis-represented the car to me and my husband.

He told me "this conversation is over!". So I left.

As i got into my car...i turned to get in, and Mr,. Irwin and Mr. Chaalan were walking out of the office. Mr Irwin was actually laughing! I was totally appalled.
I then contacted BMW of North America, stated my complaint and got the name of the Owner Mr. Damon Shelly. (located at Long Beach Mercedes and Irvine BMW)

Afer 4 messages left for Mr. Shelly he finally returned our calls. He reqeusted we once again meet with Mr. Chaalan and his General Manager of the Body shop on the following Monday. I agreed. This time, my husband took the day off.

Prior to this meeting I took the car to another reputable BMW Dealer here in Orange County. I had the Used Car manager there appraise my car! (plus got a body est. of $3500.00 to repaint whole car from a body shop)...he proceeded to look at the car with a "paint diameter" tester and told me BMW paint should be between 3.5 and 4.0 in diameter. The hood of my car was 13.0! Right side was 12.0 and the rest was anywhere from 8.0 to the left side which was actually (driver door) 4.0.

That is sick! He showed me where the hood had been re-aligned and was not lined up correctly, that there was possible "under carriage" damage.

They told me a BMW dealer should have never sold this car retail, it should have been wholsesaled, because of the condition. He gave me a written estimate of about the same as the Dodge dealer. I have both written estimates.

That Monday we went to our meeting. The GM of Body shop did the same test,and some results were the same. I will imagine they will not be the EXACT same, might cost them.

At this time, Mr. Irwin, came into the picture ( I had requested to NEVER meet with him again after the way I was treated!), and introduced himself to my husband.

My husband said to him "Yes, I heard how you treated me wife", GM could not say alot..my husband also told him "and you refused to give her the Owner's name", Mr. Iriwn stood there and lied until I quoted him VERBATIM, what he said, and then he changed it to "ohhhhh I thought you meant the owner of the car". We both told him he was lying he knew whose name I wanted.

After once again "checking out" the acr, the 3 Manager's went to an offcie to decide what should be done...
They called my husband and I in and the GM Mr. Irwin inform uys they were not taking the car back that was HIS FINAL decision!
My husband said, that is it? He and yes and we left.

I have since written 1 letter to the owner about disappointed I was and how badly we were treated, and recieved a letter form Mr. Irwin that ended with a very strong THREAT to me.

I doi have any atty. and the process in in place....I want to let any and all know what a horrible place this has been to do business.

I was in the car bus. for 14 years and have recommended alot of dealership's and helped people buy cars for years, my husband works for the OC Sheriff's Dept, and I have helped at least 100 or so form there.....NEVER would I recommend this place, and word of mouth says alot in this business!!!!