Complaints

This profile includes complaints for BMW Financial Services NA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BMW Financial Services NA, LLC

  1400 City View Dr Columbus, OH 43215-1477

• 

  BMW Financial Services NA, LLC

  P.O. Box 78066 Phoenix, AZ 85062

• 

  BMW Financial Services NA, LLC

  P O Box 9001065 Louisville, KY 40290

• 

  BMW Financial Services NA, LLC

  5550 Britton Pkwy Hilliard, OH 43026-7456

• 

  BMW Financial Services NA, LLC

  PO Box 3608 Dublin, OH 43016-0306

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im curent coustumer with bmw financial services , I am affected by COVID-19. I cannot pay my payments on time and BMW financial services keeps reporting negative information to credit reporting agencies! Acount number 4********* and 4*********
  The CARES Act, which was signed into law on March 27, 2020, Act amends the Fair Credit Reporting Act (FCRA) to stop adverse credit reporting during the COVID-19 crisis—but only under specific circumstances. (See 15 U.S.C. 1681s-2(a)(1)(F).)
  
  Under the amended FCRA, if a "furnisher" makes an accommodation because you were affected by COVID-19 during the covered period (see below), that furnisher must report your account as current to the credit reporting agencies, so long as you weren't already delinquent on payments. (A "furnisher" is an entity, like a lender or creditor, that provides information relating to consumers to one or more credit reporting agencies for inclusion in a credit report.)
  
  Specifically, the creditor has to continue to report your debt as current if you're up to date on the debt when the creditor agrees to:

  Business Response

  Date: 02/15/2023

  Since multiple accounts were referenced in the consumers dispute, we have responded to each account separately.

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has given me the most crass and unethical treatment I’ve ever received. I wish I was exaggerating… I put down $10,000 on a lease and 1.5 months later due to an accident I wasn’t at fault for, the vehicle was totaled… regardless of the situation, at least there was a silver lining… I could recoup most of my down payment and purchase a new vehicle… instead, BMW financial informed me they would be keeping all benefits awarded to me by my insurance… that’s right, instead of getting the additional $10,000 in value to payoff, they stole the 10k and left me with nothing…. On top of this, they came after me for an additional 3 payments AFTER THE VEHICLE WAS TOTALED. Great look BMW! Stealing from your consumer to take profit.

  Business Response

  Date: 02/22/2023

  Dear ****** ****:
  
  Thank you for
  giving us the opportunity to address your issues regarding your total loss settlement
  through the Better Business Bureau complaint process. We hope the following
  information and explanation will answer the issues addressed in your complaint.
  
  We understand
  you are requesting we refund your down payment after your leased vehicle was
  declared a total loss. Please note, we are unable to refund any amounts paid at
  lease inception other than refundable security deposits. We are also unable to
  refund the difference between the insurance settlement amount paid by ******* ****** and the amount you would have paid to purchase your leased vehicle. As servicer for the owner of
  the leased vehicle, and pursuant to the terms outlined in Section 22 of your Motor
  Vehicle Lease Agreement (Lease Agreement), BMW Financial Services (BMW FS) is
  listed as loss payee on the vehicle’s insurance policy. Under Section 25, the
  insurance company is required to settle with BMW FS for the actual cash value
  of the vehicle at the time of loss. Your obligations under Section 27 are
  limited to any past due payments, property taxes, any deductible, or other
  items deducted from the actual cash value of the vehicle by your insurance
  company. The Lease Agreement provides for a “gap waiver” if the actual cash
  price were less than the Adjusted Lease Balance; however, as the owner of the
  leased vehicle, BMW FS is entitled to the insurance proceeds in the event of a
  total loss.
  
  Once
  we received confirmation your insurance company determined the vehicle was a
  total loss, your Lease Agreement was terminated through the process outlined in
  Section 23, “I agree to immediately notify you if the Vehicle is damaged or
  destroyed in an accident, stolen, abandoned, or taken by a police or other
  government agency. If any of the above events occur, you reserve the right to
  terminate this Lease.” Once the Lease Agreement was terminated, the Purchase
  Option was no longer in effect.
  
  As
  indicated by the enclosed correspondence sent to you on February 16, 2023, we
  have offered you a $3,277.32 Loyalty Payment Credit. The credit amount is 50% of
  the difference between the insurance settlement amount and the payoff amount
  prior to the date of loss. The offer is good for one year from the date of loss;
  therefore, you must enter a new Lease Agreement or Motor Vehicle Retail
  Installment Contract with BMW FS by December 23, 2023, to receive the credit. Once
  the new account is established, and the total loss account is closed with a
  $0.00 balance, the Loyalty Payment Credit will automatically be applied to the
  new account. Please note, as of the date of this letter, there is a $515.00
  balance comprised of your $500.00 insurance deductible and a $15.00 late charge
  for your January payment. To close the account, you may remit payment using one
  of the following methods:
  Online: Access your BMW Financial Services account at www.bmwusa.com/mybmw and click on the “End of Term charges” link to pay via ********************************* ******* or *********** (automatic debit from your checking or savings account). There is no fee for this service.
  Automated Phone System: Payments can be made 24 hours a day, 7 days a week from the automated phone system at ###-###-####. Payments can be made via ********************************* ******* or *********** (automatic debit from your checking or savings account). There is no fee for this service.
  Check by Mail: Checks should be made payable to BMW Financial Services and sent to ** *** ****** ******** ** *********** 
  
  We are committed to providing you with
  the highest level of service. If you have any questions, please contact us at
  ###-###-####, Monday through Thursday from 9:00 a.m. to 9:00 p.m. ET, and
  Friday from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on
  this letter.
  
  Best regards,
  
  BMW Financial Services NA, LLC

  Customer Answer

  Date: 03/03/2023

  The business only addressed why they were legally allowed to take advantage of their customers misfortune, they didn’t address the ethical decision to take all profits from the lease as well as taking profits created by my down payment in effect stealing my money.  The fact that they offer the 50% back is an admission of exactly that.  Looking through the comments, this is a common theme of complaints, and deserves a better answer than “we did it because we could”.  If this platform is to be a rating of ethical customer treatment, their rating should be reduced.  Simply a reply doesn’t constitute a resolution to an exploitive policy. 

  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:02/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this letter to dispute my late payment on my Experian, Trans Union, Equifax credit reporting on November 6, 2022 with BMW financial service for a 30 day late. I’ve made a payment of $952.31 from my bank of America bank account on December 5, 2022, in which it shows posted and taking out on the Bank of America statement on December 6, 2022 out of my account that is attached below in the uploads. The payment was posted within 30 days before reporting to credit bureaus. I spoke with BMW financial customer service representative on January 9, 2023 on a recorded line and he said my payment was posted on their end on December 5, 2022, which he said is within the 30 days as well but said it’s a automatic system error and they don’t have control over it. He said I will have to explain and put it in writing with proof. I have never had any issues of any negative reporting/marks on my credit report I do not plan on in the future. I sent in writing as they requested on January 10, 2023. I called back on January 17, 2023 in which they received my request with proof. I would like this to be corrected immediately and they are still saying that they are working on it even though I have sent them proof. I’m in the middle of buying a home and this is affecting my credit report and I am dealing with A sense of urgency. they Continue to ignore my sense of urgency And take their time Instead of fixing their error right away on their behalf. I have called consistently almost every day and they keep saying they’re working on it but every time I speak to a representative they give me a different date every time, I just need answers and my report corrected Immediately. This is a urgent matter and it should definitely be reported to the CEO of BMW financial services. This has become a big headache. I am very disappointed paying customer. BMW are telling me 30 days. And we are at the 30 days mark and it still hasn’t been corrected with the Credit bureaus.

  Business Response

  Date: 02/22/2023

  Dear *********
  ****:
  
  Thank you for
  giving us the opportunity to address your issues regarding how we have reported your
  payment history to the consumer reporting agencies through the Better Business
  Bureau complaint process. We hope the following information and explanation
  will answer the issues addressed in your complaint.
  
  In an
  effort to resolve your request, we researched your account and verified your
  account was reported as 30-59 days past due on one occasion.  The payment due on October 6, 2022 was
  satisfied on November 5, 2022, which was 30 days after the payment due date and
  resulted in a 30-59 day delinquency reporting for November 2022.
  
  Our
  records indicate the payment received on December 5, 2022 was applied to the
  November 6, 2022 payment due date, which was 29 days past the due date and did
  not result in a 30-59 delinquency reporting. Enclosed for your review is a copy
  of your payment delinquency statement, detailing when your payments were due
  and satisfied.
  
  We
  certainly understand how important credit reporting is to our customers.
  However, we are unable to make adjustments to the information we have furnished
  to the consumer reporting agencies. In our role as a Data Furnisher, BMW
  Financial Services does not instruct the consumer reporting agencies to remove
  derogatory information unless we find our reporting of an account to be
  inaccurate. In this instance, the data furnished to the consumer reporting
  agencies is accurate.
  
  Given
  our investigation’s findings, your correspondence does not provide sufficient
  justification to change the way we are reporting your payment history to the
  consumer reporting agencies under the guidelines and regulations we are
  required to follow as a Data Furnisher. As a result of your dispute, we will
  provide an update to the consumer reporting agencies to reflect the results of
  our investigation.
  
  If you have any further questions
  regarding the credit reporting of your account, please contact us in writing at
  the ailing address listed on this letter, as disclosed on your monthly Account
  Statement.
  
  Yours sincerely,
  
  BMW Financial
  Services NA, LLC

  Customer Answer

  Date: 02/25/2023

  Hello, I have attached is my Experian and Equifax credit reports showing only one late payment ever on my whole entire credit report. I was not able to retrieve my TransUnion because it's still under investigation with this one late payment dispute error. This late payment error was for November of 2022. The payment was posted 29-days, which was also confirmed by a BMW customer service representative on a recorded line on Jan. 9th, 2023. I have never missed a payment and never have been late now or in the future.

  Thanks,

  ********* ****

   

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a BMW SUV using the name of ****** ***** Inc (I’m the main owner) on December 22, 2021, for a lease period of 36 months (12/22/2022 to 12/22/2024).

  I prepaid $30312.81 cash at the beginning of the lease. In this way, I can afford a lease fee of $ 406.77 per month. (Attachment 1)
  

  
  This SUV was involved in an accident on 1/13/2023 and the insurance company reported a total loss. Now, showed on my BMW account, the payoff is $48886.92(Attachment 2),

  and the insurance settlement amount from the total loss is $70,922.96. (Attachment 3)

  
  
  In the morning, 2/8/2023, I called BMWFS, (###-###-####) to ask BMWFA to refund the money I prepaid( I overpaid) and let the insurance company split the check to pay me. The BMWFS customer service refused. He said BMWFS will charge the full of insurance settlement resulting in $70,922.96 and not refund any money I paid in advance which I don’t get service.
  
  The customer service said BMWFS only offers Loyalty Payment Credit.

  Also, I received the email: I may be eligible and should choose to lease or finance my next vehicle with BMW Financial Services. The Loyalty Payment Credit amount can be up to 50% of the amount remaining after subtracting your contractual Lease payoff from the insurance settlement resulting from the total loss. The Loyalty Payment Credit cannot exceed 50% of the sum of total monthly payments on the new lease or finance agreement. (Attachment 4).

  
  
  I disagree with this Loyalty Payment Credit offer. It's unreasonable. I only want BMWFS to refund the money they overcharge, and refund my prepaid money of around $17231.71.(Attachment 5-method 1)

  If BMWFS offers Loyalty credit, should be $22,036 (Method 2), 100% instead of 50% of the amount remaining after subtracting your contractual Lease payoff from the insurance settlement resulting from the total loss. Or continue the lease, replace the other SUV market value the same as the insurance settlement $ of $70,922.96.

  Thank you very much.

  Business Response

  Date: 02/22/2023

  Dear *** ****:
  
  Thank you for
  giving us the opportunity to address your issues regarding the above-referenced account through
  the Better Business Bureau complaint process. We hope the following information
  and explanation will answer the issues addressed in your complaint.
  
  First
  and foremost, we are sorry to learn your vehicle was recently totaled. We
  understand working through the insurance loss process is stressful, and we
  certainly apologize if your experience with BMW Financial Services (BMW FS) contributed
  to any additional stress.
  
  We understand
  you are requesting a refund of a portion of the cash down paid at lease
  inception. As servicer for the owner of the leased vehicle, and pursuant to the
  terms outlined in Section 21 of your Motor Vehicle Lease Agreement (Lease
  Agreement), BMW FS is listed as loss payee on the vehicle’s insurance policy.
  Under Section 25, the insurance company is required to settle with BMW FS for
  the actual cash value of the vehicle at the time of loss. Your obligations
  under Section 25 are limited to any past due payments, property taxes, any
  deductible, or other items deducted from the actual cash value of the vehicle
  by your insurance company. The Lease Agreement provides for a “gap waiver” if
  the actual cash price were less than the Adjusted Lease Balance; however, as
  the owner of the leased vehicle, BMW FS is entitled to the insurance proceeds
  in the event of a total loss.
  
  Although we
  empathize with your situation, we are unable to refund the cash down payment,
  which was used to determine your monthly payments. However,
  as indicated by the enclosed letter sent to you July
  16, 2023, we have offered you a $10,760.62 Loyalty
  Payment Credit. This offer is good for one year from the date of loss;
  therefore, you must enter a new Lease
  Agreement or Motor Vehicle Retail Installment Contract with BMW FS by January
  13, 2024, to be eligible. Once the account is
  established and the current balance is paid in full, the Loyalty Payment Credit
  will be applied automatically to the new account.
  
  Your
  letter further requests a replacement vehicle. Please understand, due to
  current market conditions, we cannot guarantee the availability of a
  replacement vehicle. BMW
  FS is a separate financing entity from the independently owned and operated BMW
  centers. Additionally, we are an indirect lender, therefore, should you wish to
  discuss possible lease or purchase options, we encourage you to contact a local
  dealership of your choosing.
  We
  are committed to providing you with the highest level of service. If you have
  any questions, please contact us at
  
  
  
  (800) 578-5000, Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET,
  or by mail at either address listed on this letter.
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

  Customer Answer

  Date: 02/27/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19384043
  
  
  
  I am rejecting this response because: 

  Thanks for response for
  the 4********* / 2022 BMW X7 issue. I understand that BMW FS couldn’t directly
  replace the vehicle. But from the letter, I didn't find any reason why BMW FS refused to refund my prepayment. Also, I couldn’t accept this $10,760.62 Loyalty Payment
  Credit offer which is unreasonable and unfair. The lease agreement total  amount $45,899.76 is for 36 months. I prepaid money total  $35600.82 would be for leasing almost 27.92 months, but actual lease was about 13 months from lease beginning to vehicle total loss. I hope BMW FS refund me overpaid money around
  $19025.95 that BMW FS didn’t service instead of credit offer. I am rejecting this response because: 

  BMW FS didn't give the reason why they refuse to refund my prepaid and over paid.

  As a consumer, I have fulfilled my obligations under the lease agreement.

  BMW FS should inform customer of relevant
  information before customers sign the lease contract. But they didn't

  BMW FS should but didn't tell how to calculate the refund amount

  BMW FS only give the severe terms Loyalty Payment Credit offer. BMW FS does not give consumers the right to choose 

  $10,760.62 Loyalty Payment Credit offer is
  unreasonable and unfair. violate customer right. I reject.

  The link is similar case
  for reference.  *************************.html. 

  The details please see the attached document.

  Thanks.

  Best Wishes

  *** ***

  
  

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to repeated and sustained miscommunication between BMW and their third party titling office, I have been unable to drive my car since December 8, 2022. I moved from ******** to**, and sought BMW's assistance in acquiring the Security Interest Filing form from ******** Department of Motor Vehicles to the ** Department of Motor Vehicles. I obtained temporary license plates from **, pending the Securing Interest Filing form. These temporary plates expired on December 8, and ** will not issue another set of temporary plates to me unless BMW accepts fault for the delay thus the car cannot be driven. I am considering additional legal action.
  
  Actions taken on my part:
  Called BMW Financial Services: 11/29, 12/13, ?, ¼, 1/6, 1/12, 1/17, 1/18, 1/27, 2/6 for a total of 331 minutes. This represents 5 hours 31 minutes of lost wages.
  
  BMW Financial Services would put me on hold to communicate with the third party titling office, each time giving me a different answer (12/13 title had been received, ? title had not been received, 1/6 title had been received but the form sent via email was "cut off", 1/12 title received and form received but could not send title to PO box, 1/17 would not send title because I had received all of the documents I needed already in my move pack, 1/18 would request electronic title again from ******** DMV, 2/6 "there has been an error, we cannot explain it, there is no estimated resolution").
  
  I am requesting: 1) refund (not a deferral, full refund including interest) on my account for all days effective December 8, 2022; 2) immediate letter sent to ** DMV via fax stating that the reason for the delay in acquiring the Security Interest Filing form is due to BMW Financial Service's delay, not my error, so that a second set of temporary license plates may be issues; 3) credit on my financial account for the lost wages for time spent on phone with BMW Financial Services, ride share costs ($347.60) & train ($18) incurred while I don't have a car.

  Business Response

  Date: 02/24/2023

  Dear ******** ********:
  
  Thank you for
  giving us the opportunity to address your issues regarding your title through the Better
  Business Bureau complaint process. We hope the following information and
  explanation will answer the issues addressed in your complaint.
  
  We
  understand you moved from ******** (**) to the ******** ** ******** (**), and
  you have been unable to register your vehicle because the ** Department of
  Motor Vehicles (DMV) requires a Security Interest Filing (SIF) from the ** Motor Vehicle Administration (MVA). BMW Financial Services (BMW FS) sincerely apologizes
  the SIF was not ordered in a timely manner. Due to recent system enhancements,
  our title processing times have been delayed. We can confirm a SIF was ordered
  from the ** MVA on February 18, 2023. Unfortunately, we are unable to expedite
  the ** MVA’s processing time; however, we will ensure the title is overnighted
  to the ** DMV as soon as it is processed. BMW FS understands the importance of
  your registration and appreciates your patience as we work to get your title updated.
  In acknowledgement of these issues, we have sent you some BMW merchandise in a
  separate package. We hope you will enjoy these small tokens of our appreciation
  for your business.
  
  Your
  correspondence states your temporary license plates expired on December 8,
  2022, and you have been unable to drive the vehicle since that date. We
  understand you are requesting a refund for all payments you have remitted since
  December 8, 2023. Please note, we are unable to refund any monthly payments as
  you are responsible for these payments under the terms of your Motor Vehicle
  Retail Installment Contract (Contract). However, per your telephone discussion
  with our representative, if you have incurred any additional expenses because
  of the expired registration, such as rideshare charges or late registration
  fees, you may send proof of these expenses to [email protected]. Once
  received, we will review the documentation and reimburse you for any applicable
  charges. 
  
  Additionally,
  your correspondence requests a letter to the ** DMV explaining the SIF delay is
  due to BMW FS’s error, so that you may acquire a second set of temporary
  license plates. We encourage you to provide this letter to the ** DMV as proof
  that the SIF delay is due to our error. If you encounter any further issues
  acquiring temporary license plates after providing this letter, please contact
  us.
  
  We are committed to providing you with
  the highest level of service. If you have any questions, please contact us at
  ###-###-####, Monday through Thursday, 9:00 a.m. to 9:00 p.m. ET, and Friday,
  9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.
  
  Best regards,
  
  BMW Financial Services NA, LLC

  Customer Answer

  Date: 03/01/2023

  I have begun working with an attorney regarding the pursuit of damages. I am willing to hear BMW Financial Services, NA LLC and/or *** *****’s initial proposal regarding a reasonable settlement before further legal action or initiating arbitration. The keychain and tumbler sent as “small tokens of our appreciations for your business” do not suffice. 

  The ** Attorney General’s Office, on a conference call with a ******** Department of Transportation Investigator, told me “we have never seen this much error or confusion on a car transfer in our office’s combined years of service”. The ** DMV supervisor issuing my second set of temporary plates told me that they had never seen a temporary plate situation as delayed as mine had been. These are beyond the scope of acceptable business practices. I expect swift and full accountability from a company that purports to offer a high quality experience.

  In summary, this experience has been exceedingly inept and incredibly stressful. I do not accept financial responsibility for the costs incurred due to BMW Financial Services’ title processing time delays and look forward to your reply. 

  
  
  
  Regards,
  
  
  
  ******** ********

  Customer Answer

  Date: 03/03/2023

  Thank you, I spoke with my lawyer yesterday and we made a plan regarding the submission of these charges. I will submit via email directly to BMW Financial Services at the email they outline today, and follow-up with BBB once there is an update. 

• Initial Complaint

  Date:02/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Title not received despite pay off on December 15th 2022.
  
  The loan was closed by BMW Financials for lease buy out after receiving the pay off amount from Bank of America on 12/15/2022. Since then I have been following up for the title but BMW Financials have been giving me one date after the other including an excuse that the mail was returned, so they will do overnight which was two weeks ago. I have followed up several times in January and I have not received my title as of Feb 4th 2023. In the meantime, I have already made two payments to Bank of America towards my auto loans and BoA has been following up to complete title and lien asap. Can you please help me here. I am not sure what needs to be done or what options do I have. And that is when I searched online and found a similar case resolved by BBB for a BMW customer. Can you help me too. Please let me know what further details you need from me. Thank you.

  Business Response

  Date: 02/15/2023

  Dear ****
  *********:
  
  Thank you for
  giving us the opportunity to address your issues regarding your title through the Better
  Business Bureau complaint process. We hope the following information and
  explanation will answer the issues addressed in your complaint.
  
  BMW Financial
  Services (BMW FS) apologizes your title was not released within the timeframe
  you were originally advised. Due to recent system enhancements, our title
  release times have been delayed. BMW FS understands the importance of your
  vehicle title and appreciates your patience as we worked to get your title
  released. Our records indicate the title was originally mailed to the above
  address on January 10, 2023. Upon your notification you had not received the
  title, the title was again sent on February 6, 2023. FedEx tracking number
  6*********95 confirms the title was received on February 7, 2023. In
  acknowledgment of our shortcomings, we have enclosed some BMW merchandise. We
  hope you will enjoy this small token of our appreciation for your business.
  
  Please
  note, on January 30, 2023, you were billed $384.19 for 2022 Denton County,
  Texas property tax. To close the account, you may remit payment using one of
  the following methods:
  
  Online: Access your BMW Financial Services account at www.bmwusa.com/mybmw and click on the “End of Term charges” link to pay via Visa/MasterCard/Discover/American Express or UltimatePay (automatic debit from your checking or savings account). There is no fee for this service.
  Automated Phone System: Payments can be made 24 hours a day, 7 days a week from the automated phone system at ###-###-####. Payments can be made via Visa/MasterCard/Discover/American Express or UltimatePay (automatic debit from your checking or savings account). There is no fee for this service.
  Check by Mail: Checks should be made payable to BMW Financial Services and sent to PO Box 78103, Phoenix, AZ 85062-8103.
  
  We
  are committed to providing you with the highest level of service. If you have
  any questions, please contact us at ###-###-####, Monday through Thursday
  from 9:00 a.m. to 9:00 p.m. ET, and Friday from 9:00 a.m. to 6:00 p.m. ET, or
  by mail at either address listed on this letter.
  
  Best regards,
  
  BMW Financial Services NA, LLC

  Customer Answer

  Date: 03/02/2023

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

   

  ###-###-####1:55 PM  1

  
  

  •  

  
  

• Initial Complaint

  Date:02/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently have 3 vehicles from BMW. One is paid off and the other two are being leased. Leased vehicles are 2020 X4M and 2023 X7 M60i. I am a physician and on Jan 19th, I was on my way to a rural hospital I assist on a monthly basis, when I lost control of my vehicle on an icy road and hit a tree. The 2020 X4M was deemed a total loss and my insurance paid BMW Financial a total of $63,558.78, which is roughly $8,404.76 of overpay to BMW after paying off the vehicle's remaining balance. My husband and I have since signed a new lease on a 2023 760ix. However, I just received an email from BMW Financial informing me that I still have to pay them $1000 to close the lease account on the damaged vehicle because the insurance payout was less my deductible amount of $1000. After several calls to customer service personnel, the only response I get is, "this is the policy and we cannot change it." This is not right that BMW Financial Services profits ($8,404.76) from a "loyal" customer's misfortune and then seeks to get an additional $1000. This should not be okay to any company that seeks to maintain a good relationship with loyal customers. Just as a side note, my husband and I, over the past 5 years, have purchased and leased a 2016 535i, 2019 X4 30i, 2020 X4M, 2023 X7 M60i, and now another 2023 760i. We have also been able to convince two of our friends to purchase new BMWs recently; We have been happy with the company until now. These predatory actions by BMW Financial Services has resulted in us having to reevaluate the decision to buy another BMW. Hence, we are currently on the fence about whether or not to take delivery of the newly leased 7 series.

  Business Response

  Date: 02/15/2023

  Dear ******* *******:
  
  Thank you for
  giving us the opportunity to address your issues regarding your account through the
  Better Business Bureau complaint process. We hope the following information and
  explanation will answer the issues addressed in your complaint.
  
  We
  are sorry to learn your vehicle was totaled recently. We understand working
  through the insurance loss process is stressful, and we certainly apologize if
  your experience with BMW Financial Services (BMW FS) contributed to any
  additional stress.
  
  We understand
  you are requesting a waiver of the $1,000.00 insurance deductible, because the
  insurance settlement amount paid by Progressive is greater than the amount you
  would have paid to purchase your leased vehicle. As servicer for the owner of
  the leased vehicle, and pursuant to the terms outlined in Section 20 of your
  Motor Vehicle Lease Agreement (Lease Agreement), BMW FS is listed as loss payee
  on the vehicle’s insurance policy. Under Section 20, the insurance company is
  required to settle with BMW FS for the actual cash value of the vehicle at the
  time of loss. Your obligations under Section 25 are limited to any past due
  payments, property taxes, any deductible, or other items deducted from the
  actual cash value of the vehicle by your insurance company. The Lease Agreement
  provides for a “gap waiver” if the actual cash price were less than the
  Adjusted Lease Balance; however, as the owner of the leased vehicle, BMW FS is
  entitled to the insurance proceeds in the event of a total loss. While
  we acknowledge your frustration, please understand you are still responsible
  for the $1,000.00 insurance deductible. To close the account, you may
  remit payment using one of the following methods:
  
  Online: Access your BMW Financial Services account at www.bmwusa.com/mybmw; and click on the “End of Term charges” link to pay via Visa/MasterCard/Discover/American Express or UltimatePay (automatic debit from your checking or savings account). There is no fee for this service.
  Automated Phone System: Payments can be made 24 hours a day, 7 days a week from the automated phone system at ###-###-####. Payments can be made via Visa/MasterCard/Discover/American Express or UltimatePay (automatic debit from your checking or savings account). There is no fee for this service.
  Check by Mail: Checks should be made payable to BMW Financial Services and sent to ** *** ****** ******** ** **********.
  
  
  Additionally,
  as indicated by the attached letter sent to you on February 1, 2023, we
  have offered you $4,202.38 Loyalty Payment
  Credit. This offer is good for one year from the date of loss; therefore, you must enter a new Lease Agreement or Motor Vehicle Retail Installment Contract
  with BMW FS by January 19, 2024 and you must
  have a $0.00 account balance to be eligible. Please
  note, if you have a $0.00 account balance, once the new account is established,
  the Loyalty Payment Credit will be applied automatically to the account.
  
  We are committed to providing you with
  the highest level of service. If you have any questions, please contact us at
  
  
  
  ###-###-####, Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET,
  or by mail at either address listed on this letter.
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

  Customer Answer

  Date: 02/23/2023

  It fails to acknowledge the loopholes which benefit BMW financially at the expense of customers.

  
  

  If BMW's 'goodwill' policy is to give the customer incentives equaling 50% of the overpayment towards the purchase of a new vehicle, how is the amount of the deductible I am being asked to pay, excluded from that calculation?

  
  

  Hence, there is a failure to adequately reward customers' loyalty in instances such as this; some competitors of BMW have adopted a different policy that focuses on the customer, instead of a predatory approach.

  
  

  The response I received is not a satisfying one and will most likely inform my decision to either end or continue my relationship with BMW in the future.

  
  

  Regards,

  
  

  ******* *******

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a leased 2021 BMW and the leasing contract is of total ~55k for 36 months. The car was totaled in december and my insurance agreed to pay the full amount. I contacted BMW right way to pause payment so my insurance can take care of it. They refused and told me this is something to discuss after they received the full payment.
  
  They received the full payment last week, which is 6-7 months extra on the leasing payment. I contacted them about getting refund on the past two months of payment after the accident happened. They started bouncing me around different departments, from financial services to total loss and no one is resolving the issue.
  
  The customer service has been very bad and making the experience more unpleasant.

  Business Response

  Date: 02/03/2023

  Dear **** ****:
  
  Thank you for
  giving BMW Financial Services (BMW FS) the opportunity to address your issues
  regarding your total loss through the Better Business Bureau complaint process.
  We hope the following information and explanation will answer the issues
  addressed in your complaint.
  
  First
  and foremost, we are sorry to hear your interactions with BMW FS did not meet
  your expectations. BMW FS prides itself on offering
  premium customer service. We value customer feedback as it can help improve our
  processes, ultimately improving our customers’ experiences.
  
  We understand
  you are requesting a refund of the two payments you remitted after the total
  loss of the leased vehicle. Please understand, under the terms of your Motor
  Vehicle Lease Agreement, you are obligated to pay any monthly payments that
  come due pending receipt of the insurance proceeds. Our records indicate the
  date of loss was December 11, 2022, and the insurance settlement was received
  on January 13, 2023. Therefore, we are unable to refund your payment made and
  due on December 12, 2022. Please note, as a courtesy, we waived your payment
  due January 12, 2023. The $570.13 payment your remitted on January 12, 2023,
  was applied towards your $500.00 insurance deductible, and the remaining $70.13
  was refunded to you on January 26, 2023. Please allow three business days for
  the refund to be deposited directly to your checking account.
  
  We are committed to providing you with
  the highest level of service. If you have any questions, please contact us at
  ###-###-####, Monday through Thursday, 9:00 a.m. to 9:00 p.m. ET, and Friday,
  9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.
  
  
  
  Best regards,
  
  BMW Financial Services NA, LLC

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is purely identity theft. I do not recognize this account. This account damaging my good credit reputation!
  
  REMOVE THIS IDENTITY THEFT ACCOUNT ASAP!!!
  
  BMW FINANCIAL SERVICES **********  
  I will never stop filing complaints against you because I know my rights!
  
  In accordance with the Fair Credit Reporting act. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681.
  
  15 U.S.C 1681 section 602 A. States I have the right to privacy.
  
  15 U.S.C 1681s-2 (A)(1) A person shall not furnish any information relating to a consumer to any consumer reporting agency of the person knows or has reasonable cause to believe that the information is inaccurate.
  
  15 U.S.C 1681 section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.
  
  
  In accordance with the Fair Credit Reporting act. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681.
  
  15 U.S.C 1681 section 602 A. States I have the right to privacy.
  
  15 U.S.C 1681s-2 (A)(1) A person shall not furnish any information relating to a consumer to any consumer reporting agency of the person knows or has reasonable cause to believe that the information is inaccurate.
  
  15 U.S.C 1681 section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.

  Business Response

  Date: 02/03/2023

  Dear **** ********:
  
  Thank you for
  giving us the opportunity to address your issues regarding your identity theft complaint through
  the Better Business Bureau complaint process. We hope the following information
  and explanation will answer the issues addressed in your complaint.
  
  Upon
  receipt of your correspondence, we conducted a thorough investigation into the
  documentation you provided, as well as our account records. However, we were
  not able to validate your claim of identity theft. Based on the results of our
  investigation, your account will continue to report to the customer reporting
  agencies. We have enclosed a copy of your Motor Vehicle Retail Installment
  Contract (Contract) for your review.
  
  In an
  effort to resolve your request, we researched your account and verified your
  account was reported as 30-59 days past due on three occasions. Your account
  was reported as a collections account as of February 2022 and will continue to
  report as a collections account until it is paid in full. Enclosed for your
  review is a copy of your payment delinquency statement, detailing when your
  payments were due and satisfied.
  
  Our
  records confirm, a previous credit dispute was received on February 24, 2021,
  requesting a goodwill request for the three past due payments. On March 2,
  2022, after your account review was complete, a letter was sent to the address
  above advising we were unable to make adjustments to information we have
  furnished to the consumer reporting agencies unless we find our reporting to be
  inaccurate.
  
  Additionally,
  our records confirm you contacted our office on May 17, 2021, to discuss the
  remaining outstanding End of Term balance. A payment was processed for $150.00
  using a credit card and a payment confirmation was sent to [email protected].
  As of the date on this letter, the remaining balance on the account is $661.25.
  Please contact us at ###-###-#### to discuss payment options.
  
  Your correspondence does not provide
  sufficient justification to change the way we are reporting your payment
  history to the consumer reporting agencies under the guidelines and regulations
  we are required to follow as a Data Furnisher. As a result of your dispute, we
  will provide an update to the consumer reporting agencies to reflect the
  results of our investigation.
  
  If you have any further questions
  regarding the credit reporting of your account, please contact us in writing at
  the mailing address listed on this letter, as disclosed on your monthly Account
  Statement.
  Yours sincerely,
  
  BMW Financial Services NA, LLC

• Initial Complaint

  Date:01/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal BMW customer for many years, and my latest vehicle was a lease with BMW Financial Services (a 2020 BMW 530i xDrive). The vehicle was unfortunately totaled, and my insurance company (Amica Mutual Insurance Company) appraised the market value of the vehicle to be $42,652. The quoted payoff on the vehicle was $39,500, but Amica wrote a settlement check to BMW Financial Services for $41,652, which buries my $1,000 insurance deductible. BMW Financial Services, as a result, ended up with an excess of $2,152 over the quoted payoff figure.
  
  Amica let me know that different financing companies handle these settlements differently and that I may receive the full $2,152, or part of it as a refund in the settlement. BMW Financial quickly let me know that they will be keeping that amount since they owned the vehicle. They then sent me a bill for $1,000 asking for my insurance deductible, stating that even though they received the $2,152 excess from my insurance company that they "could have gotten more" and are charging me $1,000 for it. My lease agreement does not explicitly state anything about insurance deductibles or my obligation to pay additional monies once the settlement check has been sent to cover my quoted payoff obligation. Amica claims that the way BMW Financial Services is handling this, I am essentially paying my deductible twice.
  
  I am strongly requesting that the $1,000 obligation to be lifted, as it is completely arbitrary, not clearly stated or explained in my lease contract, and in this particular situation, quite unfair and unreasonable. I will be filing a complain with the U.S. Attorney General's Office as well.

  Business Response

  Date: 01/25/2023

  Dear ******* *****:
  
  Thank you for
  giving us the opportunity to address your issues regarding your insurance deductible through
  the Better Business Bureau complaint process. We hope the following information
  and explanation will answer the issues addressed in your complaint.
  
  We
  understand you are disputing the outstanding $1,000.00 insurance deductible
  because the insurance settlement amount paid by Amica was higher than the
  amount you would have paid to purchase your leased vehicle. Please understand,
  as servicer for the owner of the leased vehicle, and pursuant to the terms
  outlined in Section 20 of your Motor Vehicle Lease Agreement (Lease Agreement),
  BMW FS is listed as loss payee on the vehicle’s insurance policy. Under Section
  25, the insurance company is required to settle with BMW FS for the actual cash
  value of the vehicle at the time of loss. The Lease Agreement provides for a
  “gap waiver” if the actual cash price were less than the Adjusted Lease
  Balance; however, as the owner of the leased vehicle, BMW FS is entitled to the
  insurance proceeds in the event of a total loss. Your obligations under Section
  25 are limited to any past due payments, property taxes, any deductible, or
  other items deducted from the actual cash value of the vehicle by your
  insurance company. Therefore, we are unable to waive your insurance deductible.
  
  We are committed to providing you with
  the highest level of service. If you have any questions, please contact us at
  ***** ********, Monday through Thursday from 9:00 a.m. to 9:00 p.m. ET, and
  Friday from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on
  this letter.
  
  Best regards,
  
  BMW Financial Services NA, LLC