Customer Complaint: BMW Experience Disappointment

I feel compelled to share my unfortunate experience with BMW after being a loyal customer. I previously owned a 2018 BMW X5 M-50D, which served me well until the motor plan expired. I took it to JSN BMW Bryanston (Johannesburg) for a routine service, only to be hit with an eye-watering quote of approximately ZAR35,000 for new brake discs and pads because my motor plan was no longer active.

In the midst of this, the used car salesman suggested I consider a newer BMW X5. However, we both quickly realized that the trade-in value for my car was disappointing. He even recommended checking with “We Buy Cars” for a better offer!

Eventually, I looked into a recommended 2021 BMW X5 M-50D but was shocked to find it required a ZAR600,000 down payment! After negotiating, I suggested a ZAR450,000 down payment which was seemingly accepted. Then it became a whirlwind of offers, including the 2024 BMW X3 xDrive M-Sport and the 2024 BMW X4 M. Reluctantly, I settled on the X3 for its warranty and being a newer model. I took possession on November 11, 2024, after a ZAR290,000 down payment.

However, the comfort and luxury I expected were not there. Within a week, I expressed my dissatisfaction to the salesman, but was told it was too late to return the vehicle.

To make matters worse, I started having serious transmission issues about 12 days in. The car frequently disengages from “Reverse” to “Park” and from “Drive” to “Park,” raising significant safety concerns. On top of that, I’ve struggled to get the BMW App to work, which is crucial for customizing vehicle settings. BMW informed me that they escalated my app issue but after three weeks, I've received no updates.

I genuinely feel that BMW has taken advantage of my trust and loyalty. The trade-in value I’m being offered is far less than what I owe, and now they want even more money if I choose to replace this defective vehicle.

I urge BMW JSN Bryanston to kindly exchange my vehicle without requiring an additional down payment, considering the ZAR290,000 I’ve already paid.