bmwfs.co.uk

Agreement 3304783 - Bereavement shambles

These people are an absolute disgrace. I've been trying since the 22nd January 2024, on behalf of my son to sort out the collection of a car for his late father, who died suddenly of a heart attack, on 21st January 2024, intestate. I have signed authority to speak (as he is only young) on behalf of my son. This authority has been sent from the solicitors to BMW, and they have acknowledged it, received and accepted (via an email from a Chloe Connolly Collections and Recovery Advisor dated 15/03/24). Yet, when you ring up they have zero knowledge of this authority. So, consequently you go through the same conversation again and again and again and again. The car, had I not become involved (the person who has died was my ex), would have been left parked on the street, as he had no driveway. As at today's date, and still counting, for 4 months, with no tax, insurance nor Mot. Do they care, that the police would have impounded it? Do they hell. Because they know the 'estate' will have to find the difference should any harm come to the vehicle. I have never, in all of my life, witnessed anything like this. As it is, the car has been removed for safety/security to my driveway and SWORN. I've been trying to organise collection of this vehicle. The contract, of 48 months, was due to end in September 2024, at which point it could have been handed back to BMW legally. There literally is nobody to speak to, who actually knows what they are doing nor to advise about our options in regard to this car. Sell it ourselves? Hand it back? The only options seem to be someone in the family take over the agreement (whereby BMW make a gain financially) or they will take it to auction probably selling at a loss. The other day we had Debt collectors round at the house. Honest to God, I couldn't believe it after everything we have been through. Incidentally, nor could the Debt Collectors. Who have now been called off by BMW, and who kindly rang me yesterday to make sure we are OK. That was so nice of them. It's almost as if this company BMW, in their refusal to advise you properly, speak to you on the phone (you speak to so many different people) plus disregard anything that has been sent into them officially, are trying to browbeat you, or one of the family even, into taking the car on yourself as it's the least hassle for them and obviously means they can extend any agreement, and gain financially. It's a shocking disgrace. And all the while this car has been on my driveway for some 4 months.On the 4th June, we finally received the letters of administration from the Courts of Justice (probate). I have been trying to ring them to tell them we want to sell the car, can I get through on the phone, can I hell. It is beyond unbelievable the way they treat people who have lost a loved one. I have been on to the financial conduct authority last week who have logged the problems against this company, and who have highlighted the sections within their code of conduct that this company seem to be breaking, ie section 6 and section 12. They have advised I write to Tracey Leith and complain, and if no joy go directly to the financial ombudsman. I don't need this hassle on top of everything else, that I'm trying to sort out for the person who has died, but more for his young son (our son). We finally, after waiting a further 3 days for the bereavement team to contact us, and rather than keep going through this utter distress/frustration, of emails not read or followed through, speaking to different people all of the time (who clearly do not know or basically cannot be bothered to look through email history for signed authority) approached a dealer to see if they would take the car. A car that has been on my drive since the 22nd January 2024, and if not there would, with certainty ended up in a police compound. After a further squabble on the telephone this morning (12th June), BMW, FINALLY emailed me the bank details to send the money to, and to clear the outstanding amount on finance. I will be making a formal complaint to the company and whatever the outcome, to the financial ombudsman too. The way they deal with people is truly truly disturbing. It's almost as if, by their dogmatic unwillingness to engage, their ultimate aim, is to force you to take the car/finance on (even if you don't want it or cannot afford it). Incidentally they were prepared to talk about re-financing from day one, but nothing else, it seems. Never, ever, again... I just want this whole thing to be over.

Date of experience: Jun 12, 2024