Review Time
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.
Thanks Zoe for your replay the only one to date in 6 months. But unfortunately there has still been no response from your team. So agin I contacted them. The case with the paint remains closed and dispute emails and phone calls to revive my documents for the financial ombudsman I still can’t get a hold of them. BMW FS are now being very difficult in helping with my case but happy to take my money every month even when the car isn’t in my possession. Very disappointing. The latest on the car it is still sitting 200 miles away from home IN A BMW GARAGE with confirmed metal partials through the oil and suspected blown engine and no time scale for the rest of the diagnostics to be done as the garage has a back log of work but the engine needs to be removed and striped down. Your team are insisting I contact the garage and have an email stating this. The garage has said they wouldn’t do this until they have striped the engine out. Again there is no time scale to this happening. The garage have stated they would be happy to talk with you regarding. Omg where to start. I purchased a car from BMW at first all was ok car had a few problems was assured they would be fixed. But after months of the problem recurring and the garage taking 6 attempts at painting my car I decided enough was enough I contacted BMW FS who told me the prodded was 8 weeks for there investigation fine ok. I sent all my evidence photos emails between me and the garage. Few weeks go past no contact from the garage so I call them 2hrs on hold then to be told they would be in touch. Few more weeks still nothing. Again I contact them ask is there anything I can do take the car for an inspection anywhere else. Was told no we are working on it. Baring in mind my problem started in April with the garage BMW FS new about this but I didn’t raise the complaint until June when I received the car back for the 6th time worse than ever. Primer paint showing through paint paint work rough orange peel dents in the car cracked wing mirrors black trim all over spray window rubbers covered in over spray paint peeling away round lights back light hanging out the car. At this point I asked for the car to be fully rejected. Now fast forward a few weeks I still haven’t had any correspondence from BMW FS dispute emails photos and numerous hrs on hold to now be told the car needs to be inspected as the garage a BMW garage and the car is financed with BMW FS has said the car isn’t perfect but for its age it’s good enough.( it’s not even to the condition at the time of sale) was pointed out. BMW FS said we can only go off the garages word. Ok I will take the car to be inspected at this point it was pointed out that it would need to be a BMW approved body shop here is the best part ok I phone all the BMW approved centres that are with 100miles not one will look at the car as it is seen as a conflict of interest to the BMW brand. I then recall BMW FS and they advise that they will contact a garage to inspect the car brilliant. 10 days go past no call from them so I decide to call them. It’s ok MR K we will call you with a booking confirmation when the garage get back to us. One more week goes past to then receive the only communication from BMW FS dispute my 100 phone calls and close to 300 emails that my case was closed as I have failed to prove that the car is in a worse state or unfit. I call again and point the above out that I am awaiting BMW FS to tell me where to take the car. Advisor said I will have someone call you back to discuss this. No phone call or email has been received. So this car so far is been back to the garage 6 times to be painted Back for suspension work Back the day after purchase as the mechanics filled the car with too much oil And now 200 miles away from home the cars gear box shut down, loss of all engine power and had to be recovered to the nearest BMW garage. Recovery recon the engine has gone. I call agin today and was told that for everything wrong with the car I need to prove the car is in the state I claim it to be I need to contact the recover / garage for a diagnostic report so I call them I am told sorry we can’t give you that as we acted on behalf of BMW conflict of interest OMG. I even sent them a email from the garages manager stating the rejection will be easy as the evidence you have is perfect. My car is bought from BMW painted by BMW My car is financed through BMW FS My cars warranty is through BMW I also logged a complaint against my case handler due to the lack of no responses and the communication. Agin still nothing on that was offered £100 compensation. The way BMW FS deal with the customers is absolutely disgusting £30k car with rusting a corroding paint and sitting 200miles away with a bust engine. Stay away people stay away April- September and I am still paying for this rust bucket and can’t get any help. I have been treated better from back street garages and companies that are smaller than BMW FS.
The worst company to deal it !Two days after I signed an agreement I decided to pay the car in full so I called them they gave me the settlement quote and I paid the car in full!5 weeks later I received a letter saying that I own them my first instalment for my car?7 phone calls , 5 emails mails and still not received a letter of discharge-incompetent, not professional, no knowledge how to recognise a transaction on their bank account with the agreement number as a reference-never ever dealt with a company like that !Stay far away from them !
On hold to your escalations number for over an 1 hour now! Absolutely shocking that you can treat customers who need help (because of your mistakes and rubbish processes) in this way. Get a grip - you need the FCA to come in and sort you out - absolute disgrace!!!
I cannot even begin to describe what I think of BMW FS but I will try, for the sake of anyone who has to deal with them. 1) They never answer the 'phone2) If you do eventually get through, you are met with rude, unhelpful people who don't want to help and you end up being told someone will call you back.3) They never call you back4) They never respond to emails 5) Despite complaining several times and receiving an offer of a goodwill payment almost 6 months later, I have not received this payment6) Again, I am trying to contact them, 3 months later, to see where my payment is. I cannot get any response.7) They are the worst customer service deparment I have EVER experienced.8) I will never use them again for any purchase.9) I have had the same experience as others where my agreement was not closed and my account was passed to a debt collection agency.10) I will also be reporting this to the ombudsan and never, ever wish to be in this position again.11) BMW should be ashamed that they are respresented in this way12) BMW dealers have a similar attitude13) That's all for now. I hope that serves to show what an awful outfit they are.
On 20th February 2024 I paid £12,811.24 to BMW Financial Services to clear a finance arrangement on a recent car purchase. The BMW staff member took that payment and confirmed the agreement was closed. However, he failed to pass that information on within the company and as a result I have had two further withdrawals of £415.03 taken from my account and when I noticed the error, I stopped further transfers, only for the account to be passed to a debt recovery team. BMW have since acknowledged their error BUT STILL HAVE NOT REPAID MY £830 !!! We are almost 3 months later !! They are fraudsters. They should not be connected to BMW in any way and the car maker should drop them. I have read to many similar stories for this just to be incompetence.
I withdrew from my agreement a couple of days after signing it and settled the balance, after being charged interest. Despite this next month, my bank was debited for the monthly amount. I have requested a refund, which took several calls. I have been told that I will not receive interest on this amount despite the payment being planned for 10 - 15 days time. Very poor service.
Further to my communication with the account manager at BMW Financial Services, explaining that I’d like to arrange a payment holiday for up to 3 months due to a change in my employment status and that I’m seeking advice on restructuring my finance. Whilst I fully appreciate there is a contract in place, the situation of negative equity in the vehicle is not in either parties interest to show a default notice on my personal credit file. This will only further impact the ability of me being able to settle the loan. I have offered to I make a reduced payment, within my means, which as been declined, and if I do not make the payment, a default not will be activated on my credit file. The impact of this by BMW FS, will result in the vehicle being repossessed, which I believe could be avoided by allowing me a grace period and to restructure my loan in line with the value of the vehicle and the contract value remaining. In my opinion, BMW FA website is misleading and BMW FS are not interested in supporting its customers in anyway through the cost of living crisis and this statement should not be believed. If you are thinking of taking finance to purchase a vehicle through this company, whether a BMW car or any other new or used vehicle purchase. Read the small print and do not listen to the sales person selling you your next car purchase. THEY ARE NOT FINANCIAL ADVISORS AND ARE ONY A BROKER FOR THE FINANCE COMPANY WHO PAY THEM A COMMISSION - PLEASE BE WARNED
I can only support the other negative feedback on trustpilot. A 'zero' would be an appropriate score.BMW financial services will claim 'excessive damage' to your vehicle upon collection at the end of lease and send you a (significant) bill. The recovery team will then send you increasingly threatening letters re increases in the levy, completely ignoring the fact that you have followed due process in contesting the 'damage'. Their departments do not talk to each other and they treat you like a criminal. Threatening your credit score etc. I am literally talking about a light scratch on a bumper here.I tried to call and was on hold for nearly two hours before I gave up. Appalling service - I will never buy a BMW again and as for the recovery team - disgraceful.
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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.
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