Review Time
I want to keep my bmw having g leased for 4 years. Bmw phoned, we discussed and the matter settled. Since then I have received phone calls and endless emails as if the original call didn't take place. I've been warned almost daily that action is needed. Why can't the various financial departments speak yo each other. Please leave me alone
If I could rate as zero I would. The car I have on finance is no longer suitable for me as I have arthritis. After paying the finance without fail for 2 years and 3 month I thought the best option for me was a voluntary termination. After requesting to terminate I was told that I would have to pay £941.23 to give the car back. There seems to be no allowances for illness at all. Seems to be no way to escalate to see if the company had any compassion to maybe reduce or write off the final payment. Will never buy a BMW again.
All I wanted was their own HP terms and conditions with the small print. If a finance company cannot give you this until after a contract has been signed and taken, they are a dodgy company – especially when they repeatedly disconnect calls asking about it. I’d given up on BMW Financial Services UK after complaining to all and the escalations team, however after leaving a poor review here about this their escalations team deceivingly stated they’d get back to me to sort my issues, however that didn’t happen and ‘Zoe’ never did and the number given 0370 5050 150 was just a general number to nowhere. However several calls later I tracked Zoe down to her team and tried and called many times to no avail except to be put on hold for hours for them to deliberately disconnect the calls.I also tried again and chased BMW Financial by email with ‘Kathryn Griffiths’ the Private Customer Escalations Advisor, whom didn’t even care to read the email then refused to answer and disappeared as they all do. Just pathetic bad service by a terrible company. My advice is to avoid BMW Financial Services at all costs and simply get finance from your own bank. Don’t waste your time of day with them, nor give the sales team a bonus in selling such bad finance which they know is dubious.‘Zoe’. Don’t bother with a fake response, your team should be ashamed!
The worst company I've ever dealt with . My car has been under repair for over 4 months . I've rejected it and asked on numerous occasions to open a reasonable dialogue with a resolution . They do not answer phones and cut you off after being on hold for an hour and do not respond to emails . This must be causing BMW dealership no end of problems and lost business . Let's see if the financial ombudsman can sort them out .
BMWFS are universally hated and for good reason as you can see from all the other reviews here.I wish I'd looked at Trustpilot before buying the car, it's heart breaking to read what other customers have been subjected to. BMWFS need to be shut down. I bought a 55k approved used M850i with 9000 miles in Oct' 23. After 2 months and 3 trips to the dealer for repairs the engine catastrophically failed at 12000 miles. Local dealer quoted 3 months for replacement parts. At this point I rejected the car as unfit for purpose. The supplying retailer, Peter Vardy in Edinburgh - also a bunch of cowboys - ran away and refused to help.I escalated a claim with BMWFS to reject the car in Dec '23 and I was quoted an 8 week response time.By March '24 and endless hours on the phone to their customer service team I had received no response, so I had to have a solicitor send a letter before action which cost me £3k.In May '24 they finally agreed to 'internally' reject the car and offered me a settlement. After 6 months the car was finally collected but they haven't paid the settlement figure.I spent THREE HOURS in a call queue today on hold waiting to speak with their customer service team.After this experience I'm sad to say I will never buy another BMW. It has been hell.
Absolutely awful customer service, BMW FS have taken out a 4 year finance arrangement on a car that I have owned for 2 years, I have been trying to contact the escalation team for 2 weeks after providing proof of ownership to BMW and speaking to the Police, HPI companies and my own banks fraud team..it is impossible to speak to anyone in this department as you are on hold for absolutely hours and then they close... all other customer service operators do not have the authority to investigate or even log my complaint
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.
Lease car was in my husbands name, when he suddenly passed away I contacted the bereavement team. I requested that the car be refinanced in my name or purchased outright I was informed I would receive an email showing my options. email received saying my option was to pay the final 2 instalments and if these were not paid they would come after my late husbands estate - end of message. When querying why I had not received information regarding my request to lease or purchase they said that is not possible, when I asked why they just said refer to the terms and conditions, unfortunately this did not answer my question I was also told that the car belonged to BMW until sold, when I asked where it was going to be sold they told me they could not tell me so I made a complaint, this was just redirected back to the bereavement team. I then contacted Mike Dennett head of finance to see if he could answer my question, but no reply. In all this time they are still addressing correspondence to my husband and even had his email address on collecting the car. I have to say they they have been the most ignorant, unhelpful company totally lacking any empathy and knowledge.
I enquired for the settlement figure on my car, which was straight forward. Then BMW Finacial Services inform my local BMW centre that I’ve requested a settlement figure. These are two separate companies, why are you breaking GDPR by passing on data about my agreement?
I have already left a voicemail review about the absolutely abysmal service and sheer incompetence of this organisation. Including what I consider to be the theft of my money (BMW not adhering to their early repayment quote and charging me more because they forgot to save it on their system). As part of my complaint I was emailed by a gentleman called Callum who asks that I get in contact if I need to. He provided 0370 5050 197 as a number and csescalations as the email address (as many have confirmed below). I have sent two emails and included the CEO. Both have been ignored. I try to call and the number immediately disconnects as though they’ve turned it off (that’s at 3pm on a Thursday). I’ve received letters telling me how they’re applying my early repayment which I consider fraud as they do not have my permission to do this and the way they are allocating the money results in me paying more than their quote. I therefore want to discuss this with a person but that is impossible when they ignore all emails and have turned their complaints phone line off (although at least now I’m not waiting 40 minutes with no answer). The CEO has completely ignored me. On my first review I received an email via Trustpilot asking me for my agreement number and name which I provided but then there was no follow up at all. This is a further review in light of being unable to speak to anybody about my complaint relating to their incompetence. BMW financial services Ltd require investigation by the FCA. Their practices are simply appalling. I expect this will either be ignored or I will get the template response from Zoe as others have below which is worse than useless. I have no idea how this arm of the organisation continues to operate and strongly believe that investigation into their practices is required by the FCA. One only has to look at the type and volume of issues expressed here on trust pilot to see that there is a clear failing from the top within this organisation. My experience here is sufficient to prevent me from ever buying a BMW again it has been that poor. I hope that the wider organisation see how their financial arm is letting down the companies any as a whole.
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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
