Review Time
I am currently on my third BMW, but the "premium" experience ends the moment you need customer support. I received a letter today (31/03/26) demanding an admin fee for a parking fine I settled months ago (12/01/26).
After trying to resolve this over the phone, I was left on hold for 1 hour and 10 minutes only to be cut off before speaking to anyone. It is a disgrace to treat loyal customers this way. I have emailed proof of payment and a screenshot of the call duration. If this unjustified fee isn't dropped immediately, I’ll be taking the matter straight to the Ombudsman. BMW needs to invest in staff instead of chasing ghost fees.
I am currently on my third BMW, but the "premium" experience ends the moment you need customer support. I received a letter today (31/03/26) demanding an admin fee for a parking fine I settled months ago (12/01/26).After trying to resolve this over the phone, I was left on hold for 1 hour and 10 minutes only to be cut off before speaking to anyone. It is a disgrace to treat loyal customers this way. I have emailed proof of payment and a screenshot of the call duration. If this unjustified fee isn't dropped immediately, I’ll be taking the matter straight to the Ombudsman. BMW needs to invest in staff instead of chasing ghost fees.
My family is going through a rough time with my daughter's terminal illnessI needed to transfer her Mini and the payments for it into my nameCharlie Jessett from BMW Mini completely sympathised and understood my situationHe made the transfer and repayment facility seamless at a time when I really needed helpThere are some good people in this worldCharlie is one of themHighly Recommended
I simply need a settlement figure. I have tried the online portal-doesn’t recognise my agreement/contract number. I tried calling and gave many responses to questions to clear data protection but was told wasn’t sufficient so couldn’t proceed. I asked what information was incorrect and was told ‘we can’t tell you because of data protection. How do I get to speak to these guys. They are simply the worst finance company I have EVER dealt with (and I have dealt with A LOT of finance companies over the years!! APALLING customer service……AGAIN!! Interesting that both Mercedes and Audi Financial Services have really good overall Trustpilot scores but BMW chose to treat their customers as if they don’t even exist! It must be so embarrassing for BMW and Alphera hierarchy!
BMW FS used to fantastic (10 years ago). Fast forward to today, and I've been holding for 30 minutes, just to obtain a settlement figure! Why on gods earth they don't allow you to view this online (in their accounts portal), is beyond me.
Absolute shambles I base my experience on the following. My BMW pcp came to an end in December 25, British Car Auction (they are even worse) collected the vehicle 3 hours late. After a detailed inspection and handing over the V5 a few days later I was contacted by BMW finance stating that BCA had not received the V5 and there would be £100 charge . I immediately challenged this and stated the tear off slip change of ownership had been given to me and subsequently DVLA informed on line who confirmed in writing this had been received. I sent numerous emails to BMW finance with the documentary proof, I received threatening letters from BMW finance stating that if the £100 was not paid further action would be taken and effectively affected my credit ratings. The letters became more intense with interest added. It became so stressful that reluctantly I paid the £100. I repeatedly asked for a copy of the Hand over document from BCA, this was never forthcoming ( I wonder why)the treatment was absolutely appalling and I have escalated the matter outside BMW finance. Buyers avoid BMW finance if possibly they are an absolute nightmare to deal with the same for British Car Auctions Thanks for coming back the agreement holder my husband has already been in touch with the escalation team despite requesting proof from BCA this has not been forthcoming not happy with response from escalation team so will pursue further. At this stage despite being a BMW customer for over 20 years now is the time to seek an alternative provider
Further to my review about them last month, and their response that they would be in touch shortly, 1 month later, they have still not given me a detailed apology about the aforementioned problem I had with them. They don't even have the backbone to admit their mistake in writing, and offer an apology for the distress they caused me. Will be back in touch with the FCA again to see if they can force them to come clean and own up to their mistake.
Well where do I start. This is without doubt the lowest of the low companies on planet earth.And if you don’t believe me then just read some of there reviews on trustpiot.Try not to get cancer because they don’t like it they treat you with contempt and they hound you for money. They change their staff on a regular basis and you never get the same person twice which is totally frustrating because you have to go over the whole story time and time again. they made errors in money that’s owed and I’ve even admitted it by trying to give me compensation for mistakes that they have made which I have not accepted.There’s a total lack of compassion towards other human beings that are going through near death experiences like I have.I can just imagine their job interview they probably say can you treat a person like dirt! if you say yes, you get the job.I even got a phone call from them whilst I was having my chemotherapy treatment to ask me why I haven’t paid my monthly payment. Is there a problem? well yes I have pancreatic cancer and I’ve lost my job. I’ve lost my car.And on universal credits This experience is ruining my mental health and my recovery. They tell me to have a positive mind to try and beat cancer but how can I when I have someone like BMW finance that won’t let off no matter what.PCP finance and cancer do not go together be aware of this and be aware that BMW will hunt you down no matter what your circumstances.My hideous nightmare continues.
purchased my vehicle through Ford, however I later discovered the finance was actually provided by BMW. I took out a five-year finance agreement with the intention of paying the car outright.Unfortunately, I am currently going through a divorce, and during this time I missed two payments. As soon as I realised there was an issue, I contacted the company to explain my financial difficulties and made it very clear that as soon as I had the funds, I intended to pay the car off in full.Despite this, the company claims they sent letters regarding the situation — letters which I did not receive. Instead of engaging with me or offering support, I have now been left with a CCJ against my name and given the option of handing the car back, after having paid for it for over three years. What makes this worse is that I continued making payments even after the missed payments, which were genuinely a mistake during an extremely stressful time.The level of stress and disappointment this has caused is unbelievable. I did everything I could to explain my situation and work with them, yet it feels like the rug has been pulled from under me. Issuing a CCJ in these circumstances is completely unacceptable, and in my opinion this company has not followed FCA guidelines, particularly around treating customers in financial difficulty fairly.I will be escalating this matter to the Financial Ombudsman Service. I would strongly advise others to think very carefully before entering into finance with this company.Disgraceful an utterly pathetic.
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BMW Financial Services (GB) Ltd offer a comprehensive suite of vehicle finance products, as well as providing a range of insurance and protection solutions.
We are responsible for brands such as BMW Financial Services, MINI Financial Services, BMW Motorrad Financial Services, ALPHERA Financial Services, Rolls-Royce Motor Cars Financial Services and Aston Martin Financial Services. BMW Financial Services (GB) Limited is authorised and regulated by the Financial Conduct Authority.See more
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