Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********

  Dear BBB: Please accept this letter of complaint against BMW Financial Services. They ran my Credit doing a Credit Check on me on: 01/06/2025. Please see screen shot. This was NOT APPROVED by me. I contacted them by phone [BMW Financial Services, **** **** **** ****** ******** ***** *****, Phone: ###-###-####] on 01/24/2025 to complain and requested they reach out and correct the Credit Check they pulled. They lied to me saying “they never made a Credit Check on that date. “ My Credit is under a Security Freeze, I set this Freeze in 2013.

  No one is to run my Credit without me lifting my Freeze. I am asking that THEY correct this with all 4 Credit Companies and remove their “Credit Check” from my account. I have one Loan with BMW Financial Services and have never made a Late Payment and I am not shopping for a new car and have never requested another Loan. There has never been a Late Payment to BMW Financial Services since the inception of my Loan. They had no Cause to run my credit and no approval / authorization to run my credit.

  Thank you, ******* ** ********

  Business response

  02/03/2025

  Dear ******* ********:
  
  Thank you for giving us the opportunity to address your issues regarding a credit inquiry appearing on your credit report through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  We are in receipt of your recent letter regarding a credit application with BMW Financial Services. Unfortunately, we are unable to process your request at this time.
  
  In an effort to assist you, we attempted to locate the credit application using the information provided in your correspondence. However, we are unable to locate the application, and therefore, do not have sufficient information to assist with your request. Your correspondence fails to provide your full reference number, or any other identifying information which could be used to locate your application so that we may assist in your request, please include the reference number.
  
  Consistent with our obligations as a financial services provider, we are unable to remove or change accurate information we have reported to the credit reporting agencies. As we do not have evidence of any applications submitted since October 15, 2020, we are unable to accommodate your request to remove the inquiry from your credit report.
  
  If you would like to register a dispute directly with the consumer reporting agencies, or if you have further questions regarding an account review inquiry, you may contact them using the information provided below. This letter can be submitted along with your claim as supplementary documentation.
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

  Customer response

  02/04/2025

  *************
  
  I am rejecting this response because: apparently you did not read or understand my complaint. So I will keep it EXTRA SIMPLE for you.

  I NEVER did a credit Application. Therefore, there is nothing for you to locate.

  You NEVER put anything negative on my Credit Report.

  Rather, your company took it upon themselves to run my credit on the date I supplied for no reason. THAT IS THE COMPLAINT. Do not ever run my credit unless I have applied for Credit through your company. You have no right to run my credit & do a credit check on people for no reason. 

  Now, do you understand my complaint?
  
  Regards,
  
  ******* ********

• Initial Complaint

  01/23/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Recently, the car that I leased from *** was totaled. In the processing of settling, I worked with the insurance to pay additional amount to cover the tint and other accessories I put on the vehicle, which they agreed and paid. The check was written to *** and they encashed it. *** now says says that the entire amount belongs to ***. All I am asking is that the additional money be used against my deductible, which they are not agreeing upon. The money rightfully belongs to me because I spent on the vehicle and I negotiated to reimburse for my expense on the vehicle. Since they are not even listening to what I asking, I seek your help.

  Business response

  02/03/2025

  Dear ***** ***********,
  
  Thank you for giving us the opportunity to address your issues regarding your insurance deductible through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  We are sorry to learn your vehicle was totaled. We understand working through the insurance loss process can be stressful, and we certainly apologize if your experience with BMW Financial Services NA, LLC (BMW Financial Services) contributed to any additional stress.
  
  We understand you are requesting a portion of the difference between the insurance settlement amount paid by State Farm and the amount you would have paid to purchase the leased vehicle be used to cover your $500.00 insurance deductible.While we empathize with your situation, as servicer for the owner of the leased vehicle, and pursuant to the terms outlined in Section 20 of your Motor Vehicle Lease Agreement (Lease Agreement), BMW Financial Services is listed as the loss payee on the vehicles insurance policy. Under Section 25, the insurance company is required to settle with BMW Financial Services for the actual cash value of the vehicle at the time of loss.
  
  Your obligations under Section 25 are limited to any past due payments, property taxes, any deductible, or other items deducted from the actual cash value of the vehicle by your insurance company. The Lease Agreement provides for a gap waiver if the actual cash price were less than the Adjusted Lease Balance;however, as the servicer for the owner of the leased vehicle, BMW Financial Services is entitled to the insurance proceeds in the event of a total loss.
  
  Please note, once we received confirmation your insurance company determined the vehicle was a total loss, your Lease Agreement was terminated through the process outlined in Section 24, I agree to immediately notify you if the Vehicle is damaged or destroyed in an accident, stolen, abandoned, or taken by a police or other government agency. If any of the above events occur, you reserve the right to terminate this Lease. Once the Lease Agreement was terminated, the Purchase Option was no longer in effect.
  
  As indicated by the January ******* letter sent to you, we have offered you a $936.98 Loyalty Payment Credit. This offer is valid for one year from the date of loss;therefore, you must enter a new Lease Agreement or Motor Vehicle Retail Installment Contract by December 11, 2025 to be eligible. Please note, our records indicate you have paid the $500.00 deductible, and your account was closed on January 23, 2025 with a $0.00 balance.
  
  We are committed to providing you with the highest level of service. If you have any questions, please contact us at **************, Monday through Thursday, from 9:00 a.m. to 9:00 ****** and Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.             
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

  Customer response

  02/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22849063
  
  I am rejecting this response because:

  Im not asking for *** to pay my deductible. Im only asking for the money that is rightfully mine, which was paid in addition to the full settlement amount, which I negotiated with the insurance company. Also, I HAD TO PAY the deductible amount because I was threatened with a letter stating that it will be reported to the credit bureau, if I didnt pay within a certain time period, instead of listening to what I have to say and try to resolve the issue. If there is any amount that is in excess, because I paid the lease 1 month in advance, that goes towards the Loyalty Credit that was explained and I agree that I cannot ask for that amount. I am asking for the money that I spent on the accessories and stuff, that is not part of the vehicle that I leased, which the insurance kindly agreed to cover because of the loss. *** got the money that they agreed to as a final settlement and anything in excess is rightfully mine. 
  
  Regards,
  
  ***** ***********

  Customer response

  02/03/2025

  I understand that the company is not obligated to give me the money that I am asking. If that was the case I would have legally filed a case and have not reached BBB for help. What they are doing is not a fair practice. What *** is entitled is the amount 'X' that they have asked as settlement. I negotiated with the insurance and got 'X+Y', which the insurance paid as single check to *** instead of splitting the check. Now *** says that all the amount belongs to them. How is that fair? I am asking for the amount 'Y'. They disagree to pay the amount 'Y' and that is stealing in plain sight.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i have a lease with *** financial and they claim they are responsible for tolls that my car inquires, i find this odd as friends have *** leases and they get bills from EZ pass directly to home or their pass.

  because this is a lease they bill tolls for my car through *** Financial, even though i have an ez pass in my car, i have since this called ez pass to change this because they are negligent and do not pay their bills on time they in turn bill me for their "late" fees they incur for my tolls not being paid on time by them, they need to pay their items on time i did not know about these charges until months later when they showed up magically on my bill

  EZ pass sent me a statement as to when they sent *** their bills and when they paid them (late)they do not want to take responsibility and pay their bills on time and they pass their charge to me instead when I had no idea about the tolls until months later.

  by that time they were late and still not paid as i called EZ pass and verified everything ez pass did say *** did pay them very late even though they got the bills on time.why should I be held responsible to pay their late fees?

  i called *** numerous times to go over this and they refuse to acknowledge this and give me general run around responses theta they pay their bills on time ...

  i have clear docs from EZ pass supervisor stating differently,

  i am sick of being robbed as a consumer that pays her bills on time by a corporation that is refusing to take responsibity. this is why i am filing this complaint. to get a refund and a resolution.

  i have all the documents to prove my case and that this whole "charges" is wrong by them. i feel this is a scam they are running on people and most are too busy to deal with this and they just pay it. thank you for your time

  Business response

  01/22/2025

  Dear ****** *****,
  
  Thank you for giving us the opportunity to address your issues regarding your toll violations through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  We understand you disagree with BMW Financial Services NA, LLC (BMW Financial Services)paying your toll violations. As stated in our previous response, in accordance with the terms of your Motor Vehicle Lease Agreement (Lease Agreement), when BMW Financial Services receives a traffic, parking, or toll violation, payment is remitted to the jurisdiction to protect our interest in the vehicle.Pursuant to Section 25 of the Lease Agreement, you are responsible for reimbursing us for any third-party charges paid on your behalf.
  
  Your complaint claims BMW Financial Services is not paying bills on time which is causing you to accrue late fees. We can assure you all invoices are paid within three days of receiving them. In the case of the most recent toll violation billed to your account, we received the invoice on October 14, 2024, from a collection agency. The late fees were already included on the invoice. On October 16, 2024, BMW Financial Services paid the invoice, billed it to your account, and mailed the Toll Violation notification to your address on file. Please note, your address on file is ********************************. Please notify BMW Financial Services and E-ZPass if you would like to change your address to the one listed above. 
  
  We are committed to providing you with the highest level of service. If you have any questions, please contact us at **************, Monday through Thursday, from 9:00 a.m. to 9:00 ****** and Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.             
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

  Customer response

  01/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22787624
  
  I am rejecting this response because: EZ pass gave me detailed records which I attached that they (***) have paid the bills significantly late (months late) when they received their tolls. Why the late charges got added. 

  i have no issue paying the toll, i have the issue of being charged a late fee because they did not pay them on time which i have a record from EZ PASS stating that. I want a refund  of all the late fees i was charged by them, which is over $853.00 at this point. I spoke to a supervisor at ez pass directly and she told me this account (*** is delinquent) and with regard to my specific tolls they (***) paid them months later, why they got late fees that they are trying to have me pay, which i disagree with. have the tolls come to me directly i would have paid them on time. i can gladly send over the EZ pass supervisors contact and they will confirm exactly what i have just stated. I can also send any other documents needed. I want *** to credit my account back of all the late fees.  i have attached that also. I appreciate everyone's help and time with this matter. i pay all my bills on time why this is so frustrating. 

  
  Regards,
  
  ****** *****

  Business response

  01/23/2025

  We feel as though we have already answered this complaint in our previous response and our stance remains the same. We recommend this complaint be closed accordingly.

  Thanks,

  BMW Financial Services

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My problem is directly to the financial department of ***. I financed a 2021 *** X7 in 2021. I. The recent months a for the first time fell behind on several payments and the vehicle got repossessed. On the day of I called *** financial department to see if they would give me an opportunity to make a payment for the all of the late payments and continue making my monthly payments and they refused. They told me I have to pay the lump sum of what's owed in total ! Giving me no option to recuperate my vehicle. I find that to be a scam !!! The car is worth 45k to 55k . They will sell in auction and triple the amount of what's owed today. All I want is an opportunity to catch up to all my late payments and continue my monthly payments. There isn't much owed.

  Business response

  01/02/2025

  Dear ****** *******,
  
  Thank you for giving us the opportunity to address your issues regarding your vehicle account through the ********************** complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  We regret to learn of your financial hardship, and certainly wish you the best during this difficult time. We acknowledge your vehicle was repossessed on December 18,2024.  While we empathize with your situation, because of your payment history, you may only redeem the vehicle by paying the total amount owed under your Motor Vehicle Retail Installment Contract (Contract), prior to the vehicle being sold or contracted to be sold by BMW Financial Services NA, LLC. As advised in the Notice of Intent to Sell (Notice of Sale), should the vehicle be sold at auction you are liable for any deficiency balance, or the difference between your outstanding balance including fees, and the vehicle sale price at auction. The vehicle will be sold at auction and the profits from the sale will be used to reduce your total balance owed. The current total amount due is $19,206.87.A copy of your Contract and Notice of Sale have been enclosed for review.Please contact us immediately at the telephone number listed on this letter if you would like to redeem the vehicle.
  
  We are committed to providing you with the highest level of service. If you have any questions, please contact us at **************, Monday through Thursday, from 9:00 a.m. to 9:00 ****** and Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.             
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint against BMW Financial Services NA, LLC for failing to refund my Assumption Processing Fee as per the terms in their written communication dated April 17, 2024, regarding a lease assumption for a *** X1 (VIN: WBXJG9C0M5T76489).

  According to **** document, if an assumption is canceled before completion or if the applicant is not credit approved, BMW Financial Services is obligated to refund the Assumption Processing Fee of $431.75, retaining only a $100 processing fee.

  My application was declined, yet I have not received a refund of the remaining balance as outlined in ***s policy.

  Business response

  11/19/2024

  Dear ******* ********-Olatunbi,
  
  Thank you for giving us the opportunity to address your issues regarding your assumption fee through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  Your complaint requests a refund for the assumption fee paid on April 17, 2024, by ******** Olatunbi. Our records indicate a refund was initiated on July *******; however, it was not completed. We sincerely apologize for this oversight and the inconvenience it caused you. Upon receipt of your complaint, we processed a refund of $425.40 to ******** Olatunbi. Please allow seven to ten business days for the refund check to be mailed to your above address.
  
  We are committed to providing you with the highest level of service. If you have any questions, please contact us at **************, Monday through Thursday,from 9:00 a.m. to 9:00 p.m. ET and Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

• Initial Complaint

  10/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against BMW Financial services regarding their refusal to provide me with a 1099-C form related to my account, which has been charged off and written off.Details of the Complaint:- Account Information:- Account Number: ********** - Name on Account: ********** ******* - Date of Charge-Off: [09/2024 Despite multiple requests for the 1099-C form, which I am entitled to receive according to *** guidelines for canceled debts of $600 or more, [Company Name] has refused to provide this document. The lack of a 1099-C form is problematic for my tax reporting and raises concerns regarding the company's compliance with federal regulations.I have contacted the company several times via [methods of communication, e.g., phone, email] to resolve this issue, but I have not received a satisfactory response or explanation for their refusal.I kindly request the Better Business Bureau's assistance in resolving this matter. I believe that consumers should be able to obtain necessary documentation related to their financial accounts, especially when it affects their tax obligations.Thank you for your attention to this issue. I look forward to your support in addressing this matter with BMW financial Services

  Business response

  11/11/2024

  Dear ********** *******,
  
  Thank you for giving us the opportunity to address your issues regarding a 1099-C through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  We are unable to grant your request to file a 1099-C with the ************************ at this time. We issue form 1099-C on customer accounts once we deem the deficiency balance on the account uncollectible. There is no statute of limitations by which we must deem an account balance uncollectable. Please note, we are still attempting to collect your outstanding debt. Because BMW Financial Services efforts to resolve the balance were unsuccessful, your account was placed with ******* ******** & ****, a third-party collection agency, on September 14, 2024. We strongly encourage you to contact them at ************** to discuss options to resolve the outstanding balance of $18,279.38.
  
  We are committed to providing you with the highest level of service. If you have any questions, please contact us at **************, Monday through Thursday,from 9:00 a.m. to 9:00 p.m. ET and Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.             
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

  Customer response

  11/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22493974
  
  I am rejecting this response because: 

  
  I am writing to file a formal complaint against regarding refusal to provide me with a 1099-C form related to my account, which has been charged off and written off according to my credit report. According to IRS guidelines, a 1099-C form should be issued when a debt of $600 or more is canceled or forgiven. My records indicate that my account meets this criterion, yet I have been unable to obtain the necessary 1099-C form despite multiple requests.

  
  The failure to provide this document is concerning, as it not only affects my ability to accurately report my income and tax obligations but also raises questions about compliance with federal regulations.I kindly ask for your immediate attention to this matter. Please provide the 1099-C form for my records at your earliest convenience. If there are specific reasons for the refusal to issue this form, I would appreciate a written explanation outlining those reasons.

  
  Thank you for your prompt attention to this issue. I look forward to your response.

  
  Regards,
  
  ********** *******

• Initial Complaint

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a payment arrangement with *** Financial for the 26th of September to bring me back from being behind from forgetting a payment back in May. However, *** did not process the transaction until today October 10th. This is not only not what I agreed upon, it is also two days prior to my next payment owed and malicious intent is in question. Upon calling *** to ask what is going on, they blamed the delay on a technical difficulty due to my bank. I called my bank to see what is going on and they claimed that the technical difficulty *** is claiming is false. Dispute had to be made with my bank for being taken out on a date that was not agreed upon by their customer. Email confirmation has also been sent to the bank as proof. The agreement states that You authorized this payment to occur on or after the Payment Date, when the reality is I didnt. I never authorized for it to be taken out of my account 14 days later! Whats the point in budgeting things then????

  Business response

  10/28/2024

  Dear ***** *******,
  
  Thank you for giving us the opportunity to address your issues regarding your recent payment through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  Please accept our apology for the delay in drafting your September payment from your bank. We can assure you; no late charges were assessed to your account as a result of the delay. However, because the payment was returned at your bank the payment credit was removed from your account.
  
  Our records indicate your account is currently 64 days past due. A copy of your transaction history has been enclosed for review. We encourage you to contact one our representatives at your earliest convenience for further assistance to resolve your account and clarify your accurate mailing address. The above address is the most recent you have provided us.  
  
  We are committed to providing you with the highest level of service. If you have any questions, please contact us at **************, Monday through Thursday, from 9:00 a.m. to 9:00 ****** and Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.             
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good Afternoon, I am writing in response to BMW Financial Services’ claim that I am responsible for charges related to excessive wear and tear on a 2020 BMW X3 I returned.

  I would like to clarify several key points to protect both my and my husband's credit histories, which have been unfairly impacted.

  First, I have repeatedly informed BMW Financial Services that the signature on the damage report does not belong to me. Despite this, BMW continues to reference this fraudulent report as the basis for requesting payment. BMW has my verified signature on file from the original lease agreement, which they could have easily compared to the report to notice the discrepancy. I was not present on the date shown on the report and was assured during the return process that all documents I signed were in order.

  Second, I was never given the opportunity to view or sign a report indicating any damages at the time of the vehicle return. The fact that this report surfaced later with a false signature raises concerns about BMW’s handling of the process.

  Third, BMW has inaccurately reported late payments on mine and my husband's credit report, even though we have consistently made timely payments. This error has resulted in a drop in his credit score, which has caused financial hardship.

  I request assistance in resolving this issue by ensuring that BMW:

  Remove any false charges or damages related to the vehicle.

  Correct the inaccurate reporting of late payments on both my and my husband's credit reports.

  Investigate why a report with an incorrect signature was used to justify the charges.

  Or, provide a detailed document showing all payments made, any missed payments, and how these were applied.

  We have been proactive in resolving this issue, but our credit has been unfairly damaged. Thank you for your attention to this matter.

  Sincerely, ****** ***** *********

  Business response

  10/28/2024

  Dear ****** ***** *********:
  
  Thank you for giving us the opportunity to address your issues regarding how we are reporting your payment history to the consumer reporting agencies through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  In an effort to resolve your request, we researched your account and verified your account was reported as a collections account beginning in the month of January 2024 and will continue to report as a collections account until the account is past due.
  
  Pursuant to Section 29 of your Motor Vehicle Lease Agreement, if you did not purchase the vehicle you agree to return the vehicle with all arts and accessories in good working order. Additionally, you agreed to complete and sign an odometer disclosure statement and a vehicle inspection report, which may be used in determining any excess wear and use and/or excess mileage.
  
  We understand from your correspondence, you do not believe you should be responsible for the excess wear and use charges as you did not sign the inspection form. Please note, when a customer returns their vehicle prior to completing a lease end inspection, BMW Financial Services has to have the inspection completed after the vehicle return to determine any end of lease charges owed. Upon receipt of your correspondence, we reviewed your account and confirmed the inspection charges are valid. Enclosed for your review is a copy of the inspection with photos of the damage observed.
  
  Furthermore, we provided a 365 day period in which the account balance was reported as an open balance on a terminated account. Any portion of the balance that remained unpaid 365 days after the generation of the Lease End Statement, that balance would be reported as a collections balance on a terminated account.
  
  We certainly understand how important credit reporting is to our customers. However, we are unable to make adjustments to the information we have furnished to the consumer reporting agencies. In our role as a Data Furnisher, BMW Financial Services does not instruct the consumer reporting agencies to remove derogatory information unless we find our reporting of an account to be inaccurate. In this instance, the data furnished to the consumer reporting agencies is accurate.
  
  If you have any further questions regarding the credit reporting of your account, please contact us in writing at the mailing address listed on this letter, as disclosed on your monthly Account Statement.                
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

  Customer response

  11/01/2024

  Despite our attempts to resolve this matter directly, our concerns have been met with dismissive responses, leaving us in an unfair position against a major corporation. We hope the BBB can help ensure our voice is heard and a fair resolution achieved.
  
  Background of the Dispute:
  Last year, upon receiving a bill from BMW Financial Services, my husband promptly made full payment using his ***** ***** credit card. This payment, however, included charges for scratches that we firmly believe were not present when we returned the vehicle. We had returned the car in good condition and signed all necessary documentation confirming this. Given the discrepancy, my husband contacted ***** ***** to dispute the portion of the bill related to these charges, as we should not be held liable for damages we did not cause.
  
  Investigation and Charge Reversal by ***** *****:
  Following my husband’s dispute, ***** ***** conducted an investigation and ultimately reversed the full payment due to BMW’s failure to respond. Unfortunately, BMW subsequently placed our account into collections, resulting in a detrimental effect on our credit score. After explaining the situation, the collection agency closed the account; however, the collections record remains on our credit history. ***** ***** should still have records of the dispute and resolution, and we are prepared to contact them to request verification if necessary.
  
  Reopened Account in Collections After BBB Contact:
  Upon contacting the BBB to help address the collections record on our credit history, BMW reopened the account in collections, inaccurately portraying us as late on payments. This action was taken despite the fact that we had fulfilled our payment obligation and the initial dispute was focused solely on the fairness of charges for alleged damages. As responsible individuals, we have never had a late payment in our credit history, nor would we shy away from any legitimate obligation. We find it unjust for our credit report to reflect a history of late payments that we did not incur.
  
  Photos and Failure to Verify Damage Allegations:
  In their recent correspondence, BMW included photos supposedly showing damage to the vehicle. However, these images lack any clear connection to the car we returned. Our dispute arises from BMW’s lack of verification and their reliance on this insufficient evidence to justify a collections record against us.
  
  Request for Resolution:
  In light of these circumstances, we respectfully request that the BBB assist us by urging BMW Financial Services to:
  
  •Remove any inaccurate collections records from both my and my husband’s credit histories.
  •Thoroughly review our dispute regarding the wear and tear charges, which we continue to contest based on the documented condition of the car at return.
  •Provide transparency and accountability for reopening our account in collections after it had been resolved, thereby unjustly harming our credit record.
  
  As simple citizens up against a large corporation, we seek only a fair and accurate resolution. The damage to our credit report has caused significant distress and has jeopardized our financial stability. We trust that the BBB’s assistance will encourage BMW to reevaluate this matter responsibly.

  Regards,
  
  ****** ***** *********

• Initial Complaint

  09/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello and thank you for taking the opportunity to help with my account I have been trying to resolve this issue after providing the necessary documents to;************************ ***********************

  Along with many other emails that both agents and ******* my account manager told me to email Agents I spoke with say the account notes show that accounting had approved the $1,600 payment and never applied it to my account

  I filed a **** complaint and I had forwarded them the document from **************** Office of President showing the approval for the transaction along with proof of statement yet *** has yet to resolve/apply the payment

  On Jan. 23rd I processed a payment for $1,600 through my ACH. **************** approved my transaction with an overdraft fee as *** pulls twice.

  The first did not go through but the 2nd pull was approved by ****************

  I sent in my statement, screenshot of my bank, the letter from **************** after I filed a **** complaint and yet *** has refused to help or resolve my issue

  Business response

  10/03/2024

  Dear ****** *********,
  
  Thank you for giving us the opportunity to address your issues regarding your missing payment through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  Upon receipt of your complaint, we again reviewed our records and your transaction ********** advised in the enclosed letter dated February 29, 2024, your Automated Clearing House (ACH) payment in the amount of $1,600.00 made on January ******* was returned by your bank for insufficient funds on February 2, 2024;therefore, the payment was not successfully made to your account. We appreciate you providing the information from your bank account; however, we still find no record of the payment being approved after its subsequent return. A copy of our previous letter and your transaction statement has been enclosed for review.
  
  We are committed to providing you with the highest level of service. If you have any questions, please contact us at **************, Monday through Thursday, from 9:00 a.m. to 9:00 ****** and Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.             
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm seeking BBB's assistance due to extremely poor customer service from BMW Financial. On March 28, 2024, I leased a new BMW 530 and turned in the 2021 530 on the same date. After significant delays from the car dealership in securing the license plate for the new car, I canceled and returned the plate on the 2021 car as shown via the attached CT DMV record. For some reason, BMW Financial will not contact me directly to resolve this issue, choosing instead to initiate automated calls claiming that I have an unpaid debt for uncanceled plates. Again, as shown, I contacted them both by phone as well as through TWO separate emails on August 13th to provide them with this proof (one direct email and another message through my account portal with the same information). I did not receive a response to either correspondence from either BMW Financial or the recovery department. Instead, I am receiving collection calls because of their failure to review the attached information and adjust my account accordingly. I am seeking your assistance to get through to a human that can provide assistance. I am deeply disappointed with BMW around this situation because it should not have taken this long to resolve.

  Business response

  09/27/2024

  Dear ******** ****,
  
  Thank you for giving us the opportunity to address your issues regarding the assessed property tax through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  Your correspondence states you submitted a plate cancellation form on August 13, 2024, and you would like the property tax amount to be adjusted. Our records confirm we originally received you plate cancellation form on August 13, 2024, and the property tax amount was adjusted from $629.09 to $419.39 on August 14, 2024.

  We sincerely apologize this was not communicated to you in a timely manner. Please note, the outstanding account balance is $389.69, which is comprised of the $419.39 adjusted property tax minus a $29.70 credit for overpayment on monthly payments. To close the account, you may remit payment using one of the following methods:

  
  Online: Access your BMW Financial Services account at www.bmwusa.com/mybmw and click on the “End of Term charges” link to pay via Visa/MasterCard/Discover/American Express or UltimatePay (automatic debit from your checking or savings account). There is no fee for this service.

  
  Automated Phone System: Payments can be made 24 hours a day, 7 days a week from the automated phone system at ###-###-####. Payments can be made via Visa/MasterCard/Discover/American Express or UltimatePay (automatic debit from your checking or savings account). There is no fee for this service.
  Check by Mail: Checks should be made payable to BMW Financial Services and sent to ** *** ****** ******** ** ***********
  
  We are committed to providing you with the highest level of service. If you have any questions, please contact us at ###-###-####, Monday through Thursday, from 9:00 a.m. to 9:00 p.m. ET and Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.             
  
  Yours sincerely,
  BMW Financial Services NA, LLC

  Customer response

  09/27/2024

  BMW does not clarify whether the tax adjustment goes back to the date the plates were actually canceled as shown in the attached documentation, or only August 13, 2024, the date that I provided the verification. There's a difference of several months that needs to be clearly reconciled. Please kindly provide that clarification.
  
  Regards,
  
  ******** ****

  Business response

  10/07/2024

  Dear ******** ****,
  
  Thank you for again giving us the opportunity to address your issues regarding the assessed property tax through the Better Business Bureau complaint process. We hope the following information will fully assist you.
  
  Our records indicate the plate cancellation form you provided stated the plates were cancelled on May 1, 2024. We can confirm the property tax amount was adjusted based on the May 1, 2024, date. To close the account, you may remit payment for the $389.69 balance using one of the following methods:
  
  Online: Access your BMW Financial Services account at ******************** and click on the “End of Term charges” link to pay via Visa/MasterCard/Discover/American Express or UltimatePay (automatic debit from your checking or savings account). There is no fee for this service.

  
  Automated Phone System: Payments can be made 24 hours a day, 7 days a week from the automated phone system at ###-###-####. Payments can be made via Visa/MasterCard/Discover/American Express or UltimatePay (automatic debit from your checking or savings account). There is no fee for this service.
  Check by Mail: Checks should be made payable to BMW Financial Services and sent to ** *** ****** ******** ** *********** 
  
  We are committed to providing you with the highest level of service. If you have any questions, please contact us at ###-###-####, Monday through Thursday, from 9:00 a.m. to 9:00 p.m. ET and Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.             
  
  Yours sincerely,
  
  BMW Financial Services NA, LLC

  Customer response

  10/09/2024

   

  I accept the business's response to resolve this complaint. I received the letter in the mail with this information today, and paid the bill accordingly. I will say that as a BMW customer of over 20 years, it is extremely unfortunate that it took the involvement of BBB to resolve this issue. I am very appreciative for BBB being able to get clear billing answers that BMW Financial could not, or would not provide otherwise. BMW Financial 's customer service truly needs to improve, starting with ending the robo, automated calls to human beings. BMW Financial's robo # has been blocked on my mobile phone as a result of this issue.
  
  Regards,
  
  ******** ****

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