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Business Profile

Auto Financing

BMW Financial Services NA, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for BMW Financial Services NA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 172 total complaints in the last 3 years.
    • 43 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:03/05/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was involved in an accident where my car (2024 BWW model iX) was deemed a total loss. The insurance provider issued settlement payment to BMW Financial Services in the amount of $73,974.61 (this covered the Actual Cash Value and taxes). The taxes would be due to me as lessee. I paid the taxes at the lease origination. BMW Financial Services has refused to return the tax portion to me despite my having contacted the ********************* and addressed a letter to them regarding the matter. The taxes were itemized in the settlement letter provided by State Farm to BMW Financial Services, making clear the Actual Cash Value of the vehicle as agreed by the insurer (State Farm) and lienholder (BMW Financial Services). The tax amounts total $5,716.61. Even under the lease (a copy of which is being provided to BBB), *** Financial is not entitled to retain such amounts (see section 27).

      Business Response

      Date: 03/12/2025

      Dear ******** *********,

      Thank you for giving us the opportunity to address your issues regarding the insurance settlement through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.

      Our records indicate we received your original letter dated February 19, 2025, on February 24, 2025, and responded on March 5, 2025. A copy of our response is enclosed for your review. Please note, our stance has not changed. BMW Financial Services is entitled to the full insurance proceeds, and we are unable to issue a refund.

      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

      Date:03/04/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/12/2025 at 12:43PM I sent priority mail to BMW Financial services for the payoff of my car. I followed the payoff instructions. On 2/20/2025 I was deducted a car payment in the amount of $637.00 from my account. On 3/4/2025 my husband reached out to *** to confirm they received our payoff check. *** stated NO they had not. I went to **** where they traced the envelope and found it to be delivered to the pay off location. I then contacted our ************ who provided us an image that *** endorsed the check and cashed it. *** is stating they did not receive the check - however we have proof of their endorsement. Attached to the check was the payoff documents specific to my account - along with written information on where to send the title. I am now experiencing emotional anxiety and severe stress over this amount of money not being appropriately accounted for.

      Business Response

      Date: 03/12/2025

      Dear *** *******,

      Thank you for giving us the opportunity to address your issues regarding your payoff through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.

      Our records indicate your payoff check numbered ********** for $32,577.66 was received on February 19, 2025, and applied on March 7, 2025. We apologize for the delay in processing your payoff and for any stress this may have caused you. We are pleased to confirm your account is now closed with a $0.00 balance.Due to an account overage, a $595.16 refund is being processed. You can expect the refund to be applied to your checking account on file on or around March 19, 2025.

      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

      Date:02/24/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally lodge a complaint regarding inaccuracies on my credit report, which have caused me considerable distress and inconvenience. I recently reviewed my credit report and discovered an account listed under my name that I did not open. This account is as follows:Creditor Name: BMW Financial Services Opened Date: 07/31/2017 Account Number: ********** I want to make it clear that I am a victim of identity theft. I did not authorize or open this account, and it appears that my personal information was used fraudulently. In light of this, I have taken the appropriate steps to protect myself, including filing a complaint with *****************. I have enclosed copies of this complaint and all supporting documentation for your review.I kindly request that the BBB assist me in resolving this matter by contacting BMW Financial Services to investigate the legitimacy of this account and ensure its removal from my credit report. It is crucial to rectify this error to protect my credit standing and personal financial security.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue promptly.

      Business Response

      Date: 03/07/2025

      Dear Mr. ********************** you for giving us the opportunity to address your issues regarding credit reporting 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 correspondence, we conducted a thorough investigation into your claim of identity theft. After reviewing internal documents, account records, and any available external information, we do not have reasonable cause to believe your account was opened as a result of identity theft. Based on the results of our investigation, you remain liable for the terms of your enclosed financial agreement with us.

      We researched your account and verified your account was reported as ***** days past due on one occasion. The payment due on February 28, 2019, was satisfied on March 31, 2019, which was 31 days after the due date and resulted in a ***** day delinquency reporting for March 2019.

      If you have any further questions regarding your account, please contact us in writing at the mailing address listed on this letter.

      Yours sincerely,

      BMW Financial Services NA, LLC

    • Initial Complaint

      Date:02/20/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      ************

      Dear National Credit Manager, I am writing to formally dispute the denial of my credit application dated January 6, 2025. The reasons provided—“serious delinquency,” “too few accounts paid as agreed,” and “number of recent inquiries”—do not accurately reflect my financial situation. Moreover, I believe this decision involves several compliance violations under federal and state laws, as well as inconsistencies with BMW Financial Services’ own policies and disclosures. Violations and Inconsistencies Identified: 1. Fair Credit Reporting Act (FCRA) Violations (15 U.S.C. § 1681): • Accuracy and Integrity of Information: The FCRA mandates that furnishers of information to credit reporting agencies ensure the accuracy and integrity of the data provided. The reasons cited for my application’s denial suggest potential inaccuracies in the information reported or considered. • Adverse Action Notification: The FCRA requires that any adverse action based on credit report information must be accompanied by a notice detailing the specific reasons. The generic reasons provided fail to offer the specificity required under the law. 2. Equal Credit Opportunity Act (ECOA) Violations (15 U.S.C. § 1691): • Specificity of Denial Reasons: The ECOA requires creditors to provide specific reasons for credit denial. The vague statements given do not meet this requirement, hindering my ability to understand and address the issues. 3. BMW Financial Services’ Internal Policy Inconsistencies: • Collateral Consideration: According to BMW Financial Services’ underwriting standards, as detailed in your prospectus, applications with sufficient collateral should be favorably considered.

      Business Response

      Date: 03/12/2025

      Dear ***** *******:

      Thank you for giving us the opportunity to address your issues regarding the recent application we received in your name through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.

      Our records indicate we received an application for auto financing in your name on December 17, 2024, for a BMW 550e xDrive, submitted by BMW of Manhattan. Upon receipt of your application, we applied the same underwriting standards we apply to all applicants and determined we were unable to proceed with an approval for the following reason:

      -              Delinquent Past or Present Credit Obligations
      -              Does not meet minimum credit requirements


      If you have any further questions about this application, or to request a copy of your application, please contact BMW of Manhattan directly. You may reach them at ###-###-####.   

      Yours sincerely,

      BMW Financial Services NA, LLC

      Customer Answer

      Date: 03/13/2025

      *************
      I am writing in response to BMW Financial Services’ recent letter dated March 13, 2025, regarding my application for financing submitted on December 17, 2024, for a BMW 550e xDrive through BMW of Manhattan. Unfortunately, BMW Financial Services continues to avoid addressing the primary concern I raised in my complaint.

      I must emphasize that this was not a credit transaction. I submitted a security collateral along with my application — something of value, which BMW Financial Services is legally obligated to recognize under their own corporate filings, including their 10-K form and prospectus filed with the Securities and Exchange Commission (SEC).

      Despite my repeated attempts to explain this, BMW Financial Services continues to respond by incorrectly claiming that my application was denied based on creditworthiness. This is irrelevant because this was not a credit transaction — it was a security-based submission. Their repeated failure to address my actual concern raises serious questions about their business practices.

      I respectfully request that the BBB insist BMW Financial Services respond directly to the issue at hand: why they have failed to acknowledge and act upon the security collateral I provided. I further request that BMW Financial Services provide a clear explanation for why they continue to characterize my submission as a credit transaction, in direct contradiction to their own regulatory filings.

      I trust that the BBB will take this matter seriously and ensure BMW Financial Services is held accountable for their continued failure to address my valid concerns.

      Thank you for your time and assistance in resolving this matter. Please feel free to contact me if you require any additional information.

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

    • Initial Complaint

      Date:02/03/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      I recently submitted a complaint to the Better Business Bureau regarding the inaccurate reporting of a charge-off on my credit report. Unfortunately, the response I received seemed generic and did not adequately address the specifics of my situation.

      It is important to note that this charge-off debt has been mitigated and fully paid, yet it continues to negatively impact my credit profile.

      Furthermore, according to 15 USC 1681 EB, a charged-off debt that has been settled should no longer be reported as it is considered taxable income. The continued presence of this inaccurate information on my credit report violates my rights under the Fair Credit Reporting Act.

      I urge you to review this matter thoroughly and take the necessary steps to remove this erroneous entry from my credit history, as it is unjustly affecting my financial reputation.

      Customer Answer

      Date: 02/03/2025

      Thank you for your response regarding my complaint about BMW Financial Services. However, I would like to clarify that my complaint is not about disputing inaccuracies on my credit report, but rather about the practices of BMW Financial Services themselves.


      I have raised concerns that they have violated the Fair Credit Reporting Act, specifically 15 USC 1681 EB, by continuing to report a charged-off debt that has been settled. This debt should not be reflected on my credit report, as it is considered taxable income and should no longer be reported.


      I also want to express my concern regarding the handling of this complaint. It seems that there is a tendency to close out complaints without a thorough investigation. I hope you will process this complaint with the seriousness it deserves, as this issue directly affects my financial standing and is critical for my future. 


      My issue lies directly with BMW Financial Services, as they are the entity responsible for this inaccurate reporting. I believe my complaint warrants further investigation into their business practices, rather than being categorized as a simple dispute with credit bureaus.


      I appreciate your attention to this matter and look forward to a resolution that addresses the core issue regarding BMW Financial Services.


      Thank you for your understanding.

      Customer Answer

      Date: 02/04/2025


      ***** ******* <********************************>
      Feb 3, 2025, 4:56 PM (15 hours ago)
      to disputeresolution

      I just received a response regarding my complaint about BMW Financial Services. However, I would like to clarify that my complaint is not about disputing inaccuracies on my credit report, but rather about the practices of BMW Financial Services themselves.

      I have raised concerns that they have violated the Fair Credit Reporting Act, specifically 15 *** 1681 EB, by continuing to report a charged-off debt that has been settled. This debt should not be reflected on my credit report, as it is considered taxable income and should no longer be reported.

      I also want to express my concern regarding the handling of this complaint. It seems that there is a tendency to close out complaints without a thorough investigation. I hope you will process this complaint with the seriousness it deserves, as this issue directly affects my financial standing and is critical for my future. 

      My issue lies directly with BMW Financial Services, as they are the entity responsible for this inaccurate reporting, so my complaint is not with the ************* but the instuation of BMW Financial services. I believe my complaint warrants further investigation into their business practices, rather than being categorized as a simple dispute with credit bureaus.

      I appreciate your attention to this matter and look forward to a resolution that addresses the core issue regarding BMW Financial Services.

      Thank you for your understanding.

      --
      Regards,

      Malik | *******

      Email: ********************************


      Phone: ************ | Fax: ************

      Business Response

      Date: 02/18/2025

      Dear ***** *******:

      Thank you for giving us the opportunity to address your issues regarding credit reporting 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 our records and confirmed the referenced vehicle was declared a total loss by *************** as of March 26, 2018. On April 30, 2018, we received a payoff check from Geico, which was short of the required payoff by $1,248.80.

      As a courtesy,we allow 365 days from the date of billing before referring end-of-lease balances to collections and reporting them as such to the consumer reporting agencies. This balance reached ******************** April 2019 and was reported to the consumer reporting agencies.

      Our records confirm the above-referenced account was closed with a zero balance as of July 2022, when we accepted a settlement from you in the amount of $588.00. We then reported the balance of the account as zero and have not sent any further updates since. As such, we are not reporting an existing debt for this account and have not done so for three years. The cancelation of a debt in whole or in part does not invalidate previous negative data submitted to the consumer reporting agencies such as payment delinquencies or collections activity continue to be reflected in your credit history profile after the closure of the account. The data will remain on record with the consumer reporting agencies until the data is expired according to the agencies internal purge rules.

      In your complaint,you claim your intent is not to dispute way we have reported your account to the consumer reporting agencies. However, the only issues raised by your complaint are related to the reporting of your account and our credit reporting practices. We have conducted a thorough investigation of your dispute based upon our account records. Our investigation confirmed the information we furnished to the consumer reporting agencies in association with your account is accurate. As a result of your dispute, we will provide an update to the consumer reporting agencies indicating the receipt of your dispute and results of our investigation.

      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

    • Initial Complaint

      Date:01/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      ********

      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

      Date: 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 Answer

      Date: 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

      Date:01/23/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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 Answer

      Date: 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

      Date:01/08/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      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

      Date: 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 Answer

      Date: 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

      Date: 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

      Date:12/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:11/05/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      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

      Date: 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

    BMW Financial Services NA, LLC is NOT a BBB Accredited Business.

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