BMW Group Australia

In my life I have never written anything negative about anything but this time I am so frustrated that I have to to let others know to be careful before making a purchase decision to buy BMW.Never buy a BMW. Worst car and worst customer service. 2 weeks old car blow away and no one there to help.Customer service contact centre is hopeless.Zero star for the customer service.

Enquired recently about an i4 M50 that was advertised 'in stock' on BMW's main website and sent several enquiries regarding the listing to BMW Mornington as I was very interested in purchasing. Took several days for a very disinterested (and almost annoyed sounding for having to make the call) sales person to contact me to advise me that the vehicle was 'not for sale' as it was going to be used as a demo model only. Sent a scathing formal complaint to BMW head office weeks ago as this was clearly blatant false and misleading advertising but surprise, surprise, have heard absolutely nothing back. BMW Mornington did say they would notify head office immediately to request they take the listing down but obviously neither party cared too much about my complaint as the listing is still live weeks later! Not acceptable...off to make a formal complaint to ACCC.

Ordered a BMW iX 50 at the end of 2021. Having purchased many BMW’s over the years, this is probably the worst level of service I have ever experienced from BMW Australia in last 40 years. Mercedes EQE SUV is looking like a much better alternative.

I am researching before I place an order for a new 2023 X7 xDrive40d. Specifically what are the specifications of the 3M3 brake upgrade package from the stock, that is the difference in the rotors & the calipers. When I ask dealers they say they don't know other than it will cost $4000. They suggest contacting the product team at BMW Australia in Mulgrave on 13 32 69. The call goes though to an offshore call centre in the Philippines who advise that the only way to contact the product team in Mulgrave is via email & it may take some days for me to get a response from them. They will not give me the email address so I can do it myself. Crazy customer service for a $180,000+ purchase!

Worst experience ever. Bought service inclusive 5yrs ago when I bought the car. It was expired on 14 Jan 2023. I called them before this date to book for my last service but no one picked up. The day they respond was 19 Jan 2023 which is only 5 days after the expiry date. I asked via phone whether I can use the service inclusive they said yes. But when I got there they asked me to pay over $1000. I told them the whole story they said they will look into that but Still no outcome till now. Because of the covid I only did the service three times under the package but they has no solution under the pandemic and even refuse me to do after 5 days passed the expiry date, even though I tried to contact before the day. Bad customer service!!!!!

If you are considering buying a new BMW (or one under warranty), bear in mind that there is no BMW Australia. You will be dealing with individual dealerships who cannot do anything more complex than an oil change. If your car has a problem that they can't (or won't) fix, well tough luck. BMW Australia will simply forward any complaint to the dealership (and sometimes the dealership doesn't even respond to their correspondence). Also BMW Australia" is really an offshore call center with employees that couldn't care less. There is no escalation policy if you're not happy. It is what it is. You've already bought the car.My new 3 Series A/C has been smelling like feet for over a year now. The dealerships keep repeating the same "sanitization" process again and again

320i has continuously given issues with coolant. With the most recent issue the fix can take 3 weeks due to parts issue. Though I have a BMW assistance care have not been provided with a replacement car. Terrible service and may never buy a BMW again.

- My BMW car broke down on Burwood highway on 20/07/2022, and we brought it to Doncaster BMW Service on the same day.- On the following day, 21/07/2022, BMW Doncaster said it was an engine issue and required to strip down to investigate further. This resulted in a $3000 invoice, and I accepted.- Around the middle of August, after a few conversations through calls and waiting, BMW Doncaster called me to that this was an issue regarding the Engine chain, and there were two options: either fix it (cost $21,585.83) or completely replace it (cost $24,740.87). They also informed me that the cost may be covered by BMW at some percentage as this issue is a very rare issue. But they were required to do an engine oil test.- On 20/09/2022, BMW Doncaster called me that they only can cover 30% of the engine cost and provided me with a discount on the labour cost. The total cost would be around 17K AUD for me after all this. The Car’s market value currently is around 18K.Firstly, I bought it brand new and I am the original owner of this car. Secondly, I have done 10 times services in total, and 9 of them have serviced in BMW. Only once has done in an alternative service shop due to Lockdown on 5th June 2021. Then, BMW DONCASTER have done all the tests and there is no evidence showing that this quality problem is caused by various human being factors. This is a purely BMW engine quality issue.A BMW Car, around 90KM and 7 years old, first owner, with great service history, and no other human being factors, was required to replace an engine and asked the owner to pay 17K for it when the actual market value of that car is the same amount. This is a BMW, one of the most famous brands around the world, engine dead at 90KM and asked their customer to pay for a new one. How ridiculous this is.

It would appear BMW actually have no people who can even answer a call. It seems they have an issue with their ‘connected drive’ product as it right now is disconnected. Neither their 13 number or Dealer (I’m sorry you’ve contacted us outside business hours…no - it’s 10.30am on a Friday BMW SY) numbers respond. Their email generates a ‘do not reply’ automated response & there is no prospect of select this number to be connected to our Administration & talk to someone who might actually do something. I currently own four BMW’s & they want me to look at buying another. Actually, I might just sell them all given there is no service attached. Massive fail & useless.

In a small front end collision (from which the other car drove away and our car has very minimal, almost unnoticeable damage), the driver airbag and both side curtain airbags deployed on a delay (as the driver was opening the door of the car so she could speak to the other driver.) BMW Australia responded to our concerns around this by sending us for an assessment at Mulgrave. After having to pay for this assessment we received an email telling us that they had ascertained that 1. the vehicle had been in an accident 2. The airbags had deployed. (ie, nothing more than we knew in the first place!) As BMW owners for many years, my family and I are disappointed that BMW take NO interest in the fact that there was clearly a fault with our airbag system. Even more concerning is that BMW acknowledge no issue with the fact that airbags might go off on delay. It has destroyed all trust in the safety of our other BMW cars and we have already started to chose to switch to a more trusted brand. I'm just glad the accident wasn't a more serious one, in which case I might have been chasing up the reason my daughter wasn't protected by the clearly faulty airbags. Come on BMW... surely you are better than this??