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BMW of Mobile complaints

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3025 Government Blvd.
Mobile, AL 36606 | Get Directions

(251) 220-2851

https://www.bmwofmobile.com/

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Total Amount in Dispute:
$5,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against BMW of Mobile closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against BMW of Mobile

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12/13/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $5,000.00 Amount Settled: $0.00

Customer Complaint

11/18/2022

I dropped my vehicle off on Monday, 11/7/22 because I was smelling gas inside of it. So far, I have to rent a car and pay $280 out of pocket (for a weekly rate) because they said they did not have any loaner vehicles. I called Thursday or Friday (11/10 or 11/11) & my service advisor Carie said the fuel rail was leaking and a part had to be ordered…and the part should be delivered by Tuesday 11/15/22. I texted her this morning inquiring on the part delivery and the status of the repair, and she did not reply. After 4 hours and still no reply, I called the BMW Service Department's main line and was transferred to her. She said the tech is now saying the vehicle is misfiring and needs 2 coils, but they still haven't put the fuel rail on yet. My husband became VERY IRATE & said they have had the car for 8 days now & it is ridiculous that I have to keep paying for a rental because they aren't doing their jobs to repair the car in a timely & professional manner! This is the THIRD time my vehicle has been taken to BMW service for repairs & each time it is there for 2-3 weeks because they prolong repairing it! Yet, refuse to offer a loaner and/or pay for a rental and they are paid over $5,000 for the final bill!! Also, my warranty company stated they would COVER the rental if the repair took longer than 4 hours!! 8 days = 192 hours!!! Resolution Sought I want my car repaired COMPLETELY, where I do not have to keep bringing it back every month & I should not have to pay ANYTHING out of pocket for parts that are NOT COVERED, since they have REFUSED to give me a loaner or pay for the rental (which will be over $500 for having to extend it, due to BMW's delayed service)!

Company Response

12/1/2022

This customer purchased a higher mileage, pre-owned BMW from another used car dealer in Mobile and has experienced multiple issues with the vehicle. We have worked with the aftermarket extended warranty to approve, pay for and complete all covered repair needs. We unfortunately do not provide loaner cars or rental assistance in this vehicle age category while being repaired or waiting for parts. If the consumer has any type of rental coverage protection as stated, they should definitely contact the CarShield Warranty company for reimbursement. The vehicle has since been returned to the consumer and we are unaware of additional concerns regarding the repairs.

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