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Reviewed Sept. 7, 2023
I am leasing a BMW X5 50e for less than a month. From a ride quality, comfort and performance, the car is awesome. For all the rest, it is just terrible. After 2 weeks, the car needed to be towed to the dealer: engine malfunction preventing any type of driving. The roadside assistant experience was not better. I kept getting conflicting messages (e.g., one agent explaining to me that BMW Assist and BMW Roadside Assistance are not the same thing). The car was towed to a BMW dealership and after inspection, they had to contact BMW head to figure out how to resolve the issue. It was then determined that the combined charging unit needs to be replace (after less than 500 miles…).
That part is in back order and hence, I am looking at a minimum of 2 weeks of wait time for the issue to be resolved. The dealership also told me that for such cases (backorders), there is a policy in place that prevents them from providing me a loaner car. The best they could do was rent something for me, which they did a day later. The rented car that they provided me with has a value that is less than 1/4 of the car that BMW is leasing to me.
I had other issues recently with an X5 45e, also leased with water leaking from the sunroof twice. The first time, I was blamed for it and had to pay out of pocket for a leased vehicle fully under warranty as I was blamed for now having cleaned the drainage system, despite servicing the car completely with BMW dealers during the entire life of the vehicle. After paying for this, the sunroof leaked again after a week or so, prompting me to bring the car back to the same dealership. This time, they cleaned the system again - free of charge. I thought that I was just unlucky with this X5 45e and made the mistake of replacing it for this X5 50e. What I did not realize is that it was only be the beginning of the nightmare. Enough evidence for me to seriously question the build, reliability, quality and service of these X5 models.
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Reviewed May 26, 2023
Purchased a new BMW X7 in February 2023. Buying experience was very good. The problem is I’ve had in for service 5 times in 3 months. Three times was a faulty seat belt sensor. One time was the drive train locked up and I had to have it towed. Final time is another faulty sensor which is back ordered for a month. I love the car styling and it drives great but having to taken in for service 5 times is ridiculous. I will say the BMW service team is super friendly and helpful. I just wish I didn’t have to get to know them. So far BMW has not offered anything for my time and inconvenience. Probably will be my first and last BMW.
Reviewed March 21, 2023
I purchased an extended warranty from Bob Smith BMW on my X7. After selling the car, I had about $3500 of unused warranty funds. They are not responding to my claims of requesting my refund for the unused portion. Bob smith bmw will not call me or email me back to make it right. Worst service I have seen from BMW.
Reviewed Feb. 10, 2023
Bought my BMW 2020 430i for checkup and found that a strut was bent. There was no way that driving the car over typical bumps could have cause that strut failure. The car was 2 year old and was driven only 15,000. The dealership, BMW of Sudbury, MA and BMW refused to cover it under warranty despite that fact that I hardly drove the car and never drove over a significant bump. The cost was $1879.00 out of my pocket. I don't trust BMW quality and certainly not the value of the warranty. Al
Reviewed Jan. 17, 2023
Peeling door material, engine troubles, fogging headlights, failing electrical chips, failing engine valves, and worst, engine blows up with 90,000 miles. Services always performed. Dealer and company not taking any responsibility or offer solutions, but instead provide only expensive whole engine replacement. Very disappointing and bad service and handling by BMW Hendricks. Worst car and service.
Reviewed Jan. 10, 2023
Submitted a request to have my title transferred on 8 November 2022 and as of today (9JAN23) the vehicle registration office has yet to receive it which is beyond frustrating because NOW my car tags are expired!! Called on 3JAN23 and the Customer Service representative stated that the matter was expedited and that the title will (not should) arrive by Friday if that same week. That didn’t happen. Called back today and the CS stated that the matter yet again had been elevated and that the title should arrive in five business days. Beyond frustrating!
The CS rep then recommended that I speak to a supervisor and let me tell you Omar had NOTHING but excuses as to why BMW financial couldn’t take care of me (and others) due to third party backlogs yada yada and how he was essentially tired of having to explain this over and over to customers (his job) as they obviously cannot remediate challenges experienced with their third party vendor that’s impacting their customers. I simply told him my business is with BMW financial and they are failing me as customer.
Tried to file a complaint with the customer relations department because let’s be real they are obviously kicking the ball down the road every time a customer calls by telling them the problem will (not should) be fixed in five business days and the CS rep that tried to transfer me came back in the line stating that no one was answering and the call will be disconnected!!! Do better BMW financials as your lack of quality customer services IS a impacting your customers! I am beyond upset at this matter.
Reviewed Jan. 10, 2023
Brand new 2023 BWM X5 had a noise when steering after just 2 months of leasing it. The brand new SUV had to be in the dealer for one month while they ordered the steering rack part from Germany. If this part fails, you lose steering. I Googled about this issue and the 2020 model have had the same issue/tendency. We were given a stained rental followed by an old loaner. After finally retrieving the SUV, we were told there would be no courtesy credit for being without the brand new SUV for a month and paying the high lease amount. We appealed, but were told they couldn't do anything. Not even a $100 courtesy credit.
They offered one detailing but there was a stubborn stain on the hood when we got it back. It was spotless when we took it in. It was at the dealer for a whole month so I can only think it was stained from a tree or bird. I had to use compound several times and was not about to drive the car back for any cleaning from this dealer. We drove to the dealer, which is not that close, about 4 times. Once to take it in and get the stained rental, once to exchange it for an old loaner, once to show them about the noise cause they couldn't emulate it (the car has to be running for a while for the issue to manifest), and once again to finally pick it up with the hood stain. Never again due to unacceptable quality as well as disappointing service experience.
Reviewed Nov. 25, 2022
The web has option of shipping to a different address. There are fields for phone contact. They offer you these things and later piss on you giving you neurotic answer this order was high risk. What a bunch of **. Would not recommend this place at all for not respecting you as a person. I am referring to BMW of Winston/Salem aka BMW parts direct.com
Reviewed Nov. 21, 2022
The lane assist feature is supposed to make the car safer but it gets confused by construction or other issues. Sometimes you feel drag when you have to change lanes which is not a big deal but we came to a place where there was construction and the lane assist took control of the steering panel causing our vehicle to swerve into a barrier on the highway. BMW of course said we deliberately drove off the road and billed our insurance. My concern was with safety because our child was in the back seat but they clearly have no plans to fix this defect. If you have lane assist on your car deactivate it immediately. In most circumstances it may be fine but if there is construction or the lanes are improperly labeled on the road it could kill you.
Reviewed Nov. 21, 2022
As much as I used to love BMW, I have learned to hate them even more. The engines in the BMW x3 28i from 2013-2017 are garbage. After 70k miles and routine care by BMW, my engine seized. In 2021 a class action was won, yet hundreds of these vehicles have the same problem and diagnosis. You would think BMW would take responsibility for the faulty parts that make up the engine series, yet they continue to make more money and forget about those who suffer.
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