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Complaint Details
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Initial Complaint
02/24/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
On 30 January 2019 I signed a BMW Financial Services Leasing Contract for a BMW 330i GT with BMW Client Advisor *** ****** at Tom Bush Family of Dealerships Regency. My BMW Leasing Contract was set to end on 30 March 2022, on 21 February 2022 BMW Client Advisor *** ****** text me the credit app link to start the finance process to buyout my lease through BMW Financial Services. On 22 February 2022 my mother Mrs. ***** ******** ******* and I met with BMW Client Advisor *** ****** to sign the BMW Financial Services Finance Contract for the BMW 330i GT, but instead the only items that were ready that evening was my FICO Score of 745 which I signed and the 72-month payment plan under BMW Financial Services in the amount of approx. $526. BMW Client Advisor *** ****** stated the reason why the BMW Financial Services Finance Contract for the BMW 330i GT was not ready for signing is that BMW Client Advisor *** ******** had not uploaded the information of my vehicle into the Tom Bush BMW Certified Pre-Owned Stock Inventory Database. On 23 February 2022 I was scheduled to meet in-person with *** ****** and *** ******** at 10:30 a.m. at Tom Bush Family of Dealerships Regency to sign the BMW Financial Services Finance Contract for the BMW 330i GT but instead I receive a text from BMW Client Advisor *** ****** stating that, "There is an open recall on your vehicle that has to be done before we can sell it to you. BMW won't let us contract you for the lease buyout until it's fixed." I reached out to BMW Financial Services several times to verify that there was an open recall on my BMW 330i GT and *** the Escalation Supervisor, "Stated there are no open recalls on my vehicle nor any closed open recalls on my vehicle just a service action which would in no way hinder me from financing my vehicle through BMW Financial Services." I need help with this on-going issue that has placed me in a quagmire which has caused me to extend out my lease, "4" additional months (30 Jul 2022).
Business response
02/28/2022
Tom Bush BMW communicated the issue to BMW Corporate and within 24 hours BMW authorized the repair of the vehicle. We are waiting for the customer to bring the vehicle in for the repairs at no expense to the customer. We will be able to complete the lease buy out for the customer as well.
Please feel free to contact me directly if you have any concerns or questions.
Sincerely,
*** ************
Sales Manager
Tom Bush BMW
************
************************
Customer response
02/28/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,***** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.