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BMW of Buena Park complaints

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6750 Auto Center Drive
Buena Park, CA 90621 | Get Directions

(714) 994-8100

http://www.bmwbuenapark.com

Sales: Mon. - Sat. 9am - 9pm; Sun. 10am - 8pm
Service: Mon. - Fri. 7am - 7pm; Sat. 8am - 5pm

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Total Amount in Dispute:
$11,797.00

Total Amount Settled:
$1,297.00

Complaint Experience

67%

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 the company gave proper consideration to some complaints presented to them.

However, the company failed to respond to one complaint.

Complainants generally allege excessive delays in completing repairs or that the company charges excessive amounts for estimates. Specifically customers state the company performs work over the price of the original estimate without authorization. One complainant alleges the company refused to return a downpayment when financing problems occurred. The company responds to some complaints by reducing repair costs to conform with original estimate amounts. In the case of the claim that the company refused to return a purchase deposit the company responded by advising that the customer failed to produce promised paperwork and indicated their position remained that no adjustment would be made. This response did not address the complainants allegations and was returned to the company for re-consideration. A few complainants are not satisfied with the company's responses claiming misinformation was provided concerning repair procedures or financial responsibility. Other complaints are unanswered.

Complaint Closing Statistics

3 complaints against BMW of Buena Park closed in last 3 years.

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

3 complaints against BMW of Buena Park

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1/30/2024

RESPONSE: Complaint was not answered Amount in Dispute: $500.00 Amount Settled: $0.00

Customer Complaint

1/4/2024

I took my car in today for a scheduled oil change at noon. I didn't hear from the service dept all day. So knowing that they close at 6pm, I called for an update at 5pm. I was told that someone would call me back in 5-10 minutes. That call never came. I called back at 6pm and the service dept was closed! I don't have my car, no one told me it would take more then 1 day for an oil change. A loaner car was not offered. We have work in the morning and no car to get there. There was zero communication from the service department. This is beyond ridiculous. Resolution Sought Compensation for lost wages This dealership is fundamentally broken. This is basic common sense customer service.

12/15/2022

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $1,297.00 Amount Settled: $1,297.00

Customer Complaint

10/25/2022

Long story short, My BMW 328 was taken into BMW of Buena Park on 10/02/22 because it had a rough idle, and I made an appt to get it checked out. I waited close to 2 weeks to get my car back. It was misdiagnosed, service advisor encouraged me to state the check engine light was on when it wasn't which was very unethical and fraudulent (so BMW can possibly cover the car under emissions warranty). To top it off my car was involved in an accident at the dealership. I have attached a File with all the information in details with all the dates. BMW Customer Care told me to contact Tim McIntosh Director to help me out, and he took off $200 off repair, and if he can't resolve issue to contact them back for a Case Manager. ( I basically paid $1,297 to change a fuel injector, when it should have never been changed in the first place. After the repair was done, Scott the service advisor text me my car is ready for pickup and my car is running fine now and everything is good. I drove about 20-30ft (still on BMW property) and my car started to SHAKE horribly, and my car went into Limp Mode (Drive-Train Malfunction) error popped on my screen. Scott recommended I changed out the other 3 fuel injectors and quoted me for an additional $2,000. I declined the repairs (completely lost trust in this unethical dealership) and got my car Towed to BMW IRVINE. BMW Irvine did a correct diagnosis, and it came out to be a dirty spark plug and my fuel injectors were fine. they fixed my issue. Resolution Sought Full refund.

Company Response

12/2/2022

Company states; Long story short, I reached out to customer weeks ago and agreed to reimburse him in full for the $1297.00. His check was sent off a couple weeks ago and he should be good to go. Regards, General Manager | BMW of Buena Park

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