bmwfs.co.uk

If I could give them a 0 I would

If I could give them a 0 I would! By far the worst company I have ever dealt with.My car's steering rack decided to fail within a year of getting my finance with BMW Finance. This car ended up being off the road of 6 months and when I got it seen to I was advised even by the manufacturer that it was a 'manufacturers' defect.They refused to give me a courtesy car and said it's a problem with Jaguar and I must continue paying for a car £525pm even though it wasn't driveable.After many phone calls between myself and Jaguar they fixed the car free of charge due to it being a defect. When I raised this to Alphera Finance stating this evidence I raised a complaint under Consumer Right act which they rejected in May 2024 (6 months after car first broke) and told me to go to the financial ombudsman.I raised the complaint with the financial ombudsman in May 2024 and sent all evidence over and my complaint was officially lodged and being investigated in June 2024.7 months later - Alphera ignored the financial ombudsman many times unless I called to chase (which you are left on hold for 1.5 hours) to then be told they have contacted the financial ombudsman and they would need more evidence. Even though I had sent absolutely everything and the financiall ombudsman resent everything over on several occasions.FINALLY, they accepted the financial ombudsman findings in Jan 2025 and I refused to pay for that period they used the compensation as arrears payments and left a trail of 6 months missed payments on my credit file.The whole ordeal went on for 17 months and I am still battling with them now to get my car collected.How these guys are FCA regulated is beyond a joke. Steer clear of Alphera Finance / BMW Financial Services.And good luck to anyone dealing with them.The escalations team won't answer calls and simply dismisses any responsibility, sympathy or discussion towards a customer.

Date of experience: Mar 06, 2025