NHTSA Complaint #11629757 — 2020 BMW X5

Vehicle Purchase from BMW of Devon Dear BMW Customer Relations Team, I am writing to express my deep disappointment and frustration regarding my recent experience with a Certified Pre-Owned (CPO) vehicle purchased from BMW of Devon. As a loyal BMW customer, I expected a higher standard of quality and service than what I have experienced. I purchased a 2020 BMW X5 (VIN: [XXX] in October 2023 with the confidence that it had undergone a rigorous inspection process, as advertised under your CPO program. However, after driving the vehicle for only 5,000 miles within a single year of ownership, I have been informed that the following costly repairs are required: 1. Brake pads replacement 2. RPLC both LW ctrl ar 3. Rear brake rotars 4. Front thrust arms 5. 4wa integral alignment The estimated total cost for these repairs exceeds $5,000, which is entirely unacceptable given the short duration and low mileage since the purchase. This indicates either a lack of proper inspection and servicing by BMW of Devon or a failure to disclose critical information about the vehicle’s condition at the time of sale. As a consumer, I relied on the assurances provided by the BMW CPO program, which is marketed as delivering “ultimate peace of mind” and a vehicle of premium quality. This experience has instead been stressful and costly, undermining my trust in the BMW brand. I demand that BMW of Devon and BMW of North America take full responsibility for these shortcomings by covering the cost of all necessary repairs immediately and free of charge. Anything less would not only fail to rectify this issue but also tarnish BMW’s reputation for quality and customer satisfaction. I hope this matter can be resolved promptly and amicably. Please respond within 10 days to confirm your commitment to addressing this issue. Should I not receive a satisfactory resolution, I will have no choice but to escalate this matter further, including but not limited to contact INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATI