bmwfs.co.uk

BMW FS are an Abomination

UPDATE: 6th September 2024.BMW stated in their response to my review dated 20th August 2024 that their escalations team would contact me within 48 hours. That was over two weeks ago - I have received no contact from BMW. It is an utter disgrace. *******************************************************************I leased a BMW I3 in Jan 2022. The car was completely the wrong choice for me as my journey to work is 30 miles each way, most of it motorway and I cannot have a charging point installed at home. In the colder months, the car would use 2-3 miles of power for every mile driven and with the range only being approx 120 miles, the power would haemorrhage very quickly. I work long hours so having to find a charger every day which is a) free and b) working was a challenge. I tried to discuss my issues with BMW but never got a call back. I sent an e-mail which went un-responded. So, once I'd paid half the finance, I arranged a voluntary termination of the PCP agreement and BCA came out last Friday 9th Aug 24 to inspect and collect the vehicle. I received an invoice on Monday for damage to the vehicle 'outside of fair wear and tear' for some scratches costing £714.00 to repair. Each scratch was costed at £106 per scratch?? This was fair wear and tear in my opinion and actually the car was in very good condition (commented on by the agent from BCA). I called BMW FS and spoke to Helen (refused to provide surname) yesterday (Tues 13th Aug 24) to discuss and ask if we could agree to waive the invoice as the car was in good condition and it really was general wear and tear. 'No' Helen said, 'I'm looking at the scratches now and they are deep and are outside of fair wear and tear'. She kept stating how they are 'heavily regulated' and its ‘not them’ and she refused to consider the matter further. I explained I has done just over 17,000 miles less (because I couldn't drive the car every day because of the aggravation of having to fit in charging it into my long days at work) than what was agreed which equated to £1,233 at 6.86 pence per mile (their charge if agreed mileage is exceeded) – money which I had saved them, which they will now benefit from. I requested a refund so I could pay the invoice for the 'damage'. Helen said 'we won’t do that either' and basically told me it was my fault because that is what I had agreed - they (BMW) hadn't changed anything. I asked her if she thought this was treating the customer fairly and she simply kept repeating that it was as it was 'per the agreement' that I had signed. The fact Helen maintained the damage was such that it warranted the charge, when clearly it is wear and tear is simply BMW trying to screw as much from you as possible for nothing. This is yet another example of ‘rip off Britain’. I am absolutely disgusted at the non-existence of any form of customer service, the rude unhelpful attitudes of the people working for BMW FS and BMW and the inability/unwillingness to consider individual circumstances. All they are interested in is getting you to sign an agreement - regardless if they can see the vehicle it is right for you or not. I would never ever enter into a financial transaction with BMW again - they are an utter disgrace. This should be zero stars.

Date of experience: Aug 13, 2024