ComplaintsforBMW Financial Services NA, LLC

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Sir/Madam, I am writing to dispute the repossession listed on my credit report.

  After thorough review and consultation with legal counsel, I have determined that the repossession was conducted in violation of consumer protection laws in New York City, including the New York City Consumer Protection Law, the New York General Business Law, Article 29-H - Consumer Credit Fair Practices Act, and the New York Uniform Commercial Code (UCC), Article 9.

  The repossession listed on my credit report is false and misleading. The car in question, a BMW X3 was seized by the New York City Police Department (NYPD) due to circumstances entirely out of my control. On [date], a burglar attempted to hide in the car and stash items before being apprehended by the NYPD. The NYPD required the vehicle as evidence in their investigation, as evidenced by the attached letter directly from the NYPD.

  Furthermore, despite this unforeseen event, I continued to fulfill my financial obligations to BMW Financial Services by making four additional payments after the incident occurred. I also proactively notified BMW Financial Services of the situation and recorded each conversation where they assured me that this information would not be reported on my credit file.

  Based on the aforementioned reasons, and in accordance with New York City consumer protection laws, the repossession of the vehicle in question cannot be lawfully categorized as such.

  Therefore, I request the immediate removal of the repossession from my credit report. I also request a thorough investigation into this matter to ensure that such unauthorized actions are not repeated in the future.

  Please find enclosed copies of the letter from the NYPD, as well as evidence of the additional payments made to BMW Financial Services and recordings of conversations with their representatives.

  I kindly request that you review this information and update my credit report accordingly.

  Business response

  05/09/2024

  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 30-59 days past due on one occasion. The payment due on September 2, 2021 was satisfied on October 4, 2021, which was 32 days after the payment due date and resulted in a 30-59 day delinquency reporting for October 2021.
  
  As stated in our previous correspondence, we contacted the New York City Police Department 120th Precinct and confirmed you were involved in an incident, which prompted your arrest and the above referenced vehicle was seized as arrest evidence. The New York City Police Department 120th Precinct confirmed you were not in protective custody as you are the defendant.
  
  Due to the vehicle seizure, you were considered to be in default pursuant to the terms of your signed Motor Vehicle Lease Agreement (Lease Agreement). Per Section 24 of the Lease Agreement, if you are in default, we may terminate the Lease, your rights to possess the vehicle, repossess the vehicle and you would be responsible for any remaining cost associated with the above referenced account. Our records indicate the above referenced account is closed with a zero balance.
  
  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

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was totaled on November 30, 2023. As I was only one year into my purchase and warranty, I cancelled the warranty and was told by BMW financial services that I would receive a refund for the warranty amount as my insurance paid off the balance of the loan. I received a confirmation notice on 2/15/24 that I would receive that refund check by March 1. March 1 came and went. I called again, was told that they would void the first check and send me another one. I moved during this process and changed my address with them which I must now confirm each time I call, so I know they have the correct address. The second date I was given was March 27, 2024. I called on March 26, 2024 (because it does not take three weeks for mail between Ohio and TN) and was told the error with the second check was that it was not sent to a certain department and had not been processed and that this new check would now take 7-14 days to arrive. It has now been 17 days since I was told this, and 16 days beyond the date I was initially quoted via email. At this point it is clear to me that no check has been mailed as there is no way that two checks have been lost in the mail. Every time I call, I am given conflicting information and at this point am insisting I receive the money I am owed. Do not tell me it was mailed. Overnight it to me or send it certified mail at this point and stop playing games.

  Business response

  04/25/2024

  Dear ***** ********,
  
  Thank you for giving BMW Financial Services NA, LLC (BMW Financial Services) the opportunity to address your issues regarding your refund check through the Better Business Bureau complaint process. We hope the following information and explanation will fully assist you.
  
  We are sorry to hear you did not receive the first two refund checks we sent. Our records indicate the original check was sent to **** ********* **** *** **** ********** ** on February 15, 2024, and the second check was sent to *** ******** ****** *** ********** ** on March 12, 2024. Because you advised you did not receive them, the first two checks were voided, and a third check was sent overnight to your above address via ******* ******* on April 17, 2024. Tracking number ************ indicates the check was delivered on April 18, 2024. In light of your poor experience, we have enclosed a BMW tumbler. BMW Financial Services sincerely appreciates your loyalty, and we hope we can make it up to you in the future.
  
  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

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was charged by BMW dealership an extra $600 for document fee when buying out my lease. BMW Financial emailed me within their app to apologize and tell me they would be sending me a check within 6 weeks. Now they are denying any refund owed and told me to contact the dealership. They also conveniently deleted all correspondence within the app. They are disgusting and I will never do business with them again. I want my $600 back!!!!!

  Business response

  04/12/2024

  Dear ******** *****,
  
  Thank you for giving us the opportunity to address your issues regarding your above account through the Better Business Bureau complaint process. We hope the following information is helpful.
  
  We again apologize your experience with BMW Financial Services NA, LLC did not meet your expectations. We sincerely appreciate your feedback and patience while we resolve the issue.
  
  Please find attached our April 8, 2024 executive complaint response indicating your $599.00 refund is being processed. Check number ********* was mailed to the address above on April 9, 2024 and should be received within 7-10 business days.
  
  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

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a lease with BMW that ended after 3 years and the car ended up getting damaged and became a total loss about one year into the lease. The car had a lot of equity left in the vehicle and instead of giving us 100% of the extra they only gave us 50%. All other car companies give 100% of the excess equity and what BMW did to keep the extra 50% is illegal and against the law. They have to abide by the Federal govt law for "consumer fair lending act". We read online as well that they have done this to many others and there are many lawsuits out there regarding this issue. We are just seeking the full equity amount back as we had to work very hard with the insurance company to get to the highest number possible for a payout.

  Business response

  04/02/2024

  Dear ****** *********,
  
  Thank you for giving BMW Financial Services NA, LLC (BMW Financial Services) the opportunity to address your issues regarding your total loss settlement 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 are requesting a refund of the full difference between the insurance settlement amount paid by ***** **** and the amount you would have paid to purchase your leased vehicle. 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 loss payee on the vehicle’s 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 owner of the leased vehicle, BMW Financial Services is entitled to the insurance proceeds in the event of a total loss.
  
  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 you are aware, a $5,613.04 Loyalty Payment Credit, representing fifty percent of the difference between the insurance settlement amount and the payoff amount prior to the date of loss, was applied to your new account as a courtesy on March 21, 2023. Although we sincerely appreciate your loyalty, we are unable to offer any additional credits or refunds.
  
  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

  04/03/2024

  [We understand that the insurance company needs to pay BMW first, which they did but any excess should be given to the customer in full 100%. BMW just needs to get there balance that is owed which they did in full but any excess of equity is customers advantage as we are the lease holders. We didn't terminate the lease, BMW did on their own. We also do not see anywhere on the lease documents that we signed and that BMW countersigned (legal contract) saying any excess of money is kept by BMW in the event of total loss.

  All other car companies like ****, ****, ***** give any excess back to the customer in full and that is the correct way and the legal way. Reading reviews online on car forums of others that this was done too and talking to other people in the car finance industry they are telling me what BMW did is illegal and not allowed under federal law. Some have even sued BMW regarding this and have won. I would rather avoid going this route but there are attorneys that are working on this for other clients already.

  We still are requesting the other half of the amount credited back to us via check or applied as a credit to another car we have leased with you as what BMW did is highly illegal and not allowed by federal law.

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

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I extended my lease on my BMW X5 online. I called shortly after to get Where the money goes at the end of the lease. I was assured that I would receive the money back if the account was closed within seven days or prorated if it goes over. so I called today to get clarification on how to get the difference back and I was told that I would only get the money back if I was to return the vehicle and not pay it off. When I spoke to them about extending the lease that I was going to pay the car off, and she assured me that I would get The difference back. Fast forward to today they’re now telling me that that money goes to fees and other things and I would only get the money back if they received the vehicle back. if I was told the right information from the gecko, I would’ve canceled the payment because I sent the check in before the due date of the lease and payment.

  Business response

  04/02/2024

  Dear **** *****,
  
  Thank you for giving us the opportunity to address your issues regarding your lease extension 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 believed you would receive a full or prorated refund for the $1,177.47 lease extension payment you made on February 22, 2024, because the account was closed prior to the extended maturity date of March 25, 2024. While BMW Financial Services NA, LLC (BMW Financial Services) does provide refunds for lease extension payments when the vehicle is returned prior to the extended maturity date, lease buyouts do not qualify for such refunds. We are sorry for the misunderstanding regarding our policy. After reviewing your account, we determined that by extending your lease and making the February payment, you paid $178.00 that did not go towards lowering the residual. Therefore, we have elected to issue you a $178.00 refund. Please note, the refund check is expected to be sent to your above address on or around April 4, 2024.
  
  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

  04/03/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *****

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  If I am being honest what happened was I filed for a bankruptcy then I couldn’t pay at all unless through the mail or over the phone but failed to tell me after I had told them this. So I thought maybe it is because of the bankruptcy. But I’m behind 77 days because bmw decided to take it off automatic billing and not notifying that I was unable to ever make a payment online but that makes no sense in 2024. I have made more payments but they want me to be current but I can’t because of legal fees but I am making progress. It has ruined my wife’s credit because she is attached to the car and not the bankruptcy

  Yes I did add it in but communicated to keep it, no one at bmw said that I would be taken off of automatic payment and would no longer be able to pay for it online and only over the phone

  Business response

  04/02/2024

  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 30-59 days past due on two occasions, and 90-119 days past due on two occasions. Enclosed for your review is a copy of your payment delinquency statement, detailing when your payments were due and satisfied.
  
  Please note, per Title 11 of the Untied States Bankruptcy Code once a bankruptcy petition is filed an automatic stay immediately goes into effect, which prevents us from continuing collection activity. This stops invoice notifications from being sent, EasyPay is cancelled, and credit reporting is stopped.
  
  Additionally, you and Ms. ***** are equally responsible for ensuring timely payments are remitted in accordance with the Retail Installment Contract (Contract). In addition to the Contract, she signed and acknowledged receipt of the Notice to Cosigner stating “You are being asked to guarantee this debt. Think carefully before you do. If the borrower doesn’t pay the debt, you will have to. Be sure you can afford to pay if you have to, and that you want to accept this responsibility.”
  
  Although we empathize with your situation, your correspondence does not provide sufficient justification to change the way we are reporting your payment history to the consumer reporting agencies under the guidelines and regulations we are required to follow as a Data Furnisher. As a result of your dispute, we will provide an update to the consumer reporting agencies to reflect the results of our investigation.
  
  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

  04/08/2024

  I have made an effort to pay back but no one would help come up with a solution no statement was given to notice the only alternative payment method was over the phone we are in 2024 so you made it inconvenient for me and that the only reason I missed payments was because the lack of communication that i was unable to pay online. When I had it set up on auto payment you should be investigated by the sec
  Regards,
  
  ******* *****

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to get my title from BMW financial services since I took my BMW car loan through them. I purchased car in Kansas but have moved to California with my registration in California as well. I made the full pay off on 7/30/2023 but still havent received title which I need to take to DMV to get it under my name 2 documents are needed by DMV in California 1. Lien release letter 2. Title BMW is repeatedly sending me Lien release letter and not title. Please help me get my title asap BMW Finance Account Information: 1. VIN# ***************** 2. Car Model - **** *** ** ****** *** 3. BMW Account number- ********** 4. Name: *** ***** 5. Address: **** ********** ** ****** ** *****

  Business response

  04/02/2024

  Dear *** *****,
  
  Thank you for giving us the opportunity to address your issues regarding your title through the Better Business Bureau complaint process. We hope the following information is helpful.
  
  Upon receipt of your complaint, we attempted to contact you via telephone multiple times to assist in resolving your title issues. As our attempts were unsuccessful, we have faxed a lien release request on your behalf to the Kansas Department of Revenue Division of Vehicles at ###-###-####. They have been asked to release the lien and mail the title to the address above. We apologize for any delay or frustration we may have caused while attempting to resolve this issue. We appreciate your patience in the matter. 
  
  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

  04/03/2024

  its a lie that BMW contacted me ever. Since last 90 days I have call records to prove that I had been calling BMW every other months to get the lien details as I fully paid the loan in August 2023.

  BMW has been delaying the work and till date I havent received any lien paper even after assurance from them since Jan2024.

  BMW didnt even verify sending my lien details to Kansas  even when I have update all my billing information and receiving bmw mail statement at my California home address.

  I want them to get Lien released from Kansas DMV and send it to me by overnight courier as early as possible

  
  Regards,
  
  *** *****

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BMW Account #********** motorcycle loan for VIN ***************** Financial Services paid off my loan in error, resulting in a lien release to ***** **** ********* in error. This was a complete mistake with no part of it caused by me the customer. I have been unable to get a copy of my Title for registration purposes since I have moved from California to Tennessee. I have been in contact with Financial Services on this matter for 7 months. BMW Financial Services has known of this error since May 31, 2022. ***** **** ********* has also been a problem with supplying a lien release back to BMW. There is no Title in force now for my vehicle. I need a California Title to be able to submit that to Tennessee motor vehicles to obtain a new Title and registration from Tennessee.

  Business response

  04/02/2024

  Dear ***** *********
  
  Thank you for giving us the opportunity to address your issues regarding your title concerns 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 reviewed your account. We can confirm an error did occur leading to your vehicle account payoff on January 18, 2022 by a ***** **** Insurance check intended for another account. We were notified of the error on February 17, 2022 and immediately updated our records accordingly. Unfortunately, the electronic title had already been released by the California Department of Motor Vehicles to ***** ****. In an attempt to correct the title error, BMW Financial Services ordered a duplicate title. However, because the lienholder is now listed as ***** ****, a lien release is required from them to complete the corrected title. The lien release was first requested via FedEx from ***** **** May 31, 2022 and a second was sent on August 26, 2022. Our subsequent calls to ***** **** on September 15, 2023, November 1, 2023, November 21, 2023, December 13, 2023, January 19, 2024, February 1, 2024, February 5, 2024, February 14, 2024, February 21, 2024, emails on February 22, 2024 and March 5, 2024, and most recently our calls on March 19, 2024 and March 21, 2024 have not led to them providing a lien release. During our call with one of ***** ****s representatives on March 21, we were advised they were sending us a notarized lien release via UPS. Once the lien release is received, we will send it along with the California title to the California Department of Motor Vehicles for your title to be completed. We apologize for any delay and frustration we may have contributed to the situation and greatly appreciate your patience while we attempt to assist in resolving this matter.
  
  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

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BMW Financial Services reported inaccurate information on my credit report this month, by putting a late payment on my credit profile dated 03/06/2024 for this month payment of March 2024. My payment date states on my bill that I attached to this complaint. That my monthly payment isn't due until the 18th of every month. How can I be late for paying a bill that is not due to pay yet. The Fair Credit Act says they can not report inaccurate information. This inaccurate information is hindering me from purchasing a new home this month and receiving a fair interest rate.

  Business response

  03/18/2024

  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 30-59 days past due on two occasions. The payment due on March 18, 2023 was satisfied on April 20, 2023, which was 33 days after the payment due date and resulted in a 30-59 day delinquency reporting for April 2023. The payment due on December 18, 2023 was satisfied on January 31, 2024, which was 44 days after the payment due date and resulted in a 30-59 day delinquency reporting for January 2024.
  
  Your correspondence suggests a 30-59 day delinquency reporting was reported for March 2024. As of the date on this letter, no negative credit reporting was reported for March 2024. Our records confirm the negative credit reporting was in the months of April 2023 and January 2024. Enclosed for your review is a copy of your payment delinquency statement, detailing when your payments were due and satisfied.
  
  Please note, BMW Financial Services reports information to the consumer reporting agencies in accordance with Consumer Data Industry Association guidelines, and in compliance with the Fair Credit Reporting Act
  (FCRA). Under those guidelines, an account is reported current during a given month if a payment is received within 0-29 days of the payment due date. If you have evidence to support your dispute, such as a bank statement indicating your payment was made in a timely manner, you may submit the documentation to us at the mailing address listed on this letter, attention Credit Disputes, and we will be happy to reinvestigate your dispute.
  
  We certainly understand how important credit reporting is to our customers. However, we are unable to make goodwill 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.

  
  Although we empathize with your situation, your correspondence does not provide sufficient justification to change the way we are reporting your payment history to the consumer reporting agencies under the guidelines and regulations we are required to follow as a Data Furnisher. As a result of your dispute, we will provide an update to the consumer reporting agencies to reflect the results of our investigation.
  
  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

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March of 2022 I began financing a new BMW X1 at the time I did not realize the price I was getting for the car was way higher than what I should’ve bought it for. The car dealership was predatory. They did make sure to buy my previous car without leaving me with negative equity, but they did not give me a deal at all with a car that I bought in retrospect.

  I’ve reached out to BMW several times for help as I’ve been unemployed and sick with a medical condition they’ve offered me deferments, but at this point, I can’t afford to pay the car. I went into the dealership to get an appraisal and they quoted me $18,000 less than what the payoff amount is other places including me with $9000 more.

  The car dealership and BMW financial seem to completely want to wash their hands. They haven’t been able to offer me any substantial help in my situation. My only option at this point is to voluntarily repossess my vehicle. They’ve even let me know this. I am highly upset at how this entire situation was handled and how little empathy they had for me being that I’ve been sick and unemployed as a result.

  The car dealership that I bought my car from made so much money off of the sale. They really fooled me into believing that I was getting a good price when in reality the depreciated significantly. When I bought the car, they told me that I would have no problem trading it in for something new in the near future. They made it seem like there would be no negative equity and now here I am with $9k-$18k worth of negative equity.

  The resolution that I’m seeking is that BMW helps me sell this car to get the best price possible, and the least amount of effect towards my credit.

  I understand that there is going to be some effect, but I need them to at least guarantee that it’s gonna be minimal.

  Given the serious and unfortunate circumstances I need them to at least have some leeway and empathy. I’m highly dissatisfied with how this was handled by BMW.

  Business response

  03/18/2024

  Dear ******* *******,
  
  Thank you for giving us the opportunity to address your issues regarding your vehicle payments through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  First and foremost, we regret to hear of your health concerns and loss of employment. We send our sincerest well wishes during this difficult time.
  
  We understand from your complaint your vehicle loan has become a financial burden. Although we sympathize with your situation, we are unable to make any changes to the enclosed Motor Vehicle Installment Contract (Contract) or aid you in the sale of the vehicle. Ultimately, you agreed to the terms and conditions when you signed the Contract. We encourage you to continue reaching out to other dealerships or private parties to see what other sale options may be available. Otherwise, should you be unable to meet the financial responsibilities demonstrated in your Contract, you may feel it is in your best interest to return the vehicle. To do so, please complete the enclosed Voluntary Repossession form and send it back to us as soon as possible either via fax to ###-###-####, or by email to ***************. Once received, we will repossess the vehicle, and we will sell it at auction, where any proceeds will be used to lower your deficiency balance.
  
  Additionally, please understand, BMW Financial Services NA, LLC is a separate financing entity from the independently owned and operated BMW centers. As such we are only able to address issues surrounding the implementation of the final agreed upon Contract submitted to us by *** ** ****** ******** Issues concerning the negotiation, preparation, and signing of the Contract would need to be handled directly through *** ** ****** ******* at ###-###-####.
  
  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

*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. ↩