bmwfs.co.uk

Very unhappy with the service and…

Very unhappy with the service and communication.I used bmw finance to purchase a used car via cinch. The car had a huge amount of engine faults so was in the garage for half the time I had the car. Eventually they accepted a return and agreed a rewind of the finance. However bmw finance would not complete a rewind, would only provided cinch with a settlement figure (a heavily discounted one at that, must be chummy business friend discounts) and refused to refund the money I have spent on the car- over £2000 in monthly payments. I spoke with Kevin Keenan from escalations who agreed to provided me with one month refund. The last payment was taken and the car was returned a few days later, so laughable really. This was said like he was doing a huge favour and he said I had use of the vehicle despite it actually being in the garage over 6 weeks since buying the car and using mostly hire cars during the period of time. He also said that because I bought a used car, I should have expected some level of issue with the car?! I was unhappy with his response and he stated he would put this is writing so I can escalate to the ombudsman. This was over a week ago with no email and I have chased this twice. I also called a few days later and I was told over the phone several thousand pounds were outstanding on the settlement. This is because they kindly provided cinch with a friendly discounted settlement figure, not the standard one I would have been provided if I was paying this. They then looked at the communication on file and agreed it was paid off in full. I have bought a new car and used a brilliant independent finance company. From all the reviews it is clear bmw finance reputation is pretty awful. This will be escalated but I need a written response. I also haven’t received the one month payment I was advised I would be refunded either.

Date of experience: Oct 08, 2024