BMW Financial Services Complaint - Don't use BMW to finance or lease your car.
When I turned in my 528 in Sept after the 2-yr lease was up, I had to call BMW to get them to reduce the rate on the over-mileage.
Problem #1: They sign you up for "Paperless billing". Sounds great until you try opening any of the emails they send you. None of the links work. Plus, if you want to find your account information, you need to have your account number, which is NOT the number on the paperwork for your lease. How do they assign your account number? It's a mystery. It doesn't correspond to any of the paperwork I got at the signing. And, no matter how many times you call their customer service line to complain, they never seem to be able to fix this problem.
Problem #2: At some point about 6 months before the end of the lease, they email you a link to allow you to "buy" additional miles at a reduced rate. Trouble is, the links in their emails don't work (See #1 above.)
Problem #3: At end of lease, paperwork from dealer lists over-mileage charges, damage charges (if any), and their "Disposition Fee" of $350. (like they haven't gotten enough out of you by this point...) Well, I called BMW Finance "Customer Service" and after about a week of calls, they finally agreed to lower the rate for overage on miles and waive the Disposition Fee. They sent a form agreement that stated, "...one lump sum payment under my Lease with BMW Financial Services will be due in the amount of $XXX..."
I made the payment, thinking that was the end of it.
Problem #4: That wasn't the end of it. Four months later, I get multiple phone calls leaving only a call-back number. No information why they are calling. Seems that after they made the deal to waive the dispo fee, someone must have had heartburn about that because NOW they claim the agreement they made was only for miles and I still owe the dispo fee.
I've talked with three people and they all have the same horrible attitude. No matter how reasonable you try to be, they all fall back on the same company line. "We're not going to do anything more for you."
It doesn't matter if you have owned BMWs for years! (which I had, but don't now). They don't care.
There used to be accountability when your company representative made a mistake. In this case, they admit they "probably used the wrong form", but that it's the customer's fault. How does that grab you?
My recommendation: Don't use BMW Financial to finance or lease your BMW. (I would recommend that you not even buy a BMW, but this is not the dealership's fault.) Proceed at your own risk because they will never take responsibility for their errors.
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