ComplaintsforBMW Financial Services NA, LLC

• 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,
  
  ******** ****

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to demand the immediate investigation and removal of a fraudulent account associated with my name under BMW Financial Services. As a victim of identity theft, I did not authorize the opening of the following account: Account Name: BMW Financial Services Account Number: ********** Opened Date: 11/26/2021 This account has been fraudulently placed under my name, causing significant damage to my financial standing. I have already filed an identity theft report with the Federal Trade Commission through IdentityTheft.gov. It is imperative that you take swift and decisive action to rectify this situation by removing this fraudulent account from all records associated with my identity.

  Business response

  09/23/2024

  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 your account and verified your account was reported as 30-59 days past due on 18 occasions, and 60-89 days past due on one occasion. Enclosed for your review is a copy of your payment delinquency statement, detailing when your payments were due and satisfied.
  
  Upon receipt of your dispute, 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 that your account was opened as a result of identity theft. We have responded to the consumer reporting agency with the results of our investigation. Based on the results of our investigation, you remain liable for the financing agreement for the above referenced account.
  
  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

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car out of my lease from BMW Financial Services in July of 2024. I was informed by *** that they would send me the title to my car promptly. I sent the company a check for $15 to expedite the sending of the title. I purchased the car through financing by ****. **** informed me that the title needed to be sent to them so I called *** to inform them of this (which had already been communicated to them during the buyout). It has now been over 60 days since the financial transaction and not only do I not have the title, but **** has not received it either. When I call *** I am told it is "in progress". I went to the *** today and there is nothing showing up in their system. I was told this means *** has not initiated the title transfer at all. This entire situation has consumed my time (I work for myself so this costs me money to deal with this), and I learned that I am at risk for being penalized by the CA DMV is this situation does not get resolved in a timely way. When I call *** the wait lines for customer service are so long that it's impossible to get through to a human being. I am not sure what is taking so long, but please, process the title transfer.

  Customer response

  09/19/2024

  Please see attached memo from memo acknowledging that a series of clerical errors led to the title delay.  This delay led the CA DMV to impose a penalty of $238.00 that *** should reimburse me for. See attached for that receipt.

  Customer response

  09/19/2024

  Please see attached memo from memo acknowledging that a series of clerical errors led to the title delay.  This delay led the CA DMV to impose a penalty of $238.00 that *** should reimburse me for. See attached for that receipt.

  Business response

  09/23/2024

  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 and explanation will answer the issues addressed in your complaint.
  
  Your correspondence states you have not received your title after the account was paid off on July 1, 2024. Our review of your account confirms there were several clerical errors that led to a delay in issuing the title. We sincerely apologize for any inconvenience and stress this caused you. We can confirm the title was sent using overnight shipping on September 16, 2024. ***** tracking ************ confirms the title was delivered to your address on September 17, 2024.
  
  BMW Financial Services NA, LLC prides itself on offering premium customer service. In acknowledgment of our error, we are enclosing a *** tumbler. We hope you will enjoy this small token of our appreciation for your business. 
  
  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

  09/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22252557
  
  I am rejecting this response because: while I have now received the title, because it was so late, the CA DMV imposed penalties totaling $238.00. See attached receipt.  I would like to be reimbursed for this amount.
  
  Regards,
  
  ********* *******

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Re: Notice of Dispute Pursuant to Section 6(a) of the Fair Credit Reporting Act Section 168 of FCRA law(s) info on report does NOT match my records. I demand this item to be DELETED from my credit report ASAP. 
  Account name: BMW FINANCIAL SERVICES Account Number: XXXXXX I was never 30 Days late in Jun 2022 update this account to paid as agreed, never late. Thanks 

  
  Dear Sir or Madam, 

  
  I have obtained a copy of my credit report, and it shows late payments on the above account. Specifically, it states that I was never 30 Days late in Jun 2022 update this account to paid as agreed, never late. This is very disturbing, and it is doing serious damage to my credit rating. As you know, you are required by law to make sure that my bills are accurate. You must send my correct address, change my address when I request it, promptly and accurately record any payments I make, and apply late fees and charges only when payments are, in fact, late. I hereby request that you take the following steps to remedy the situation: 

  •Send me a notarized statement attesting to your compliance with all provisions of the Fair Credit Billing Act with respect to my account. 

  - Provide documentary evidence of my indebtedness for all charges for which you claim I made late payment. 

  
  ·  Provide documentary evidence of timely billing and timely posting of all payments made on this account, whether or not you claim they were late, from the date the account was opened through the present. 

  
  If you cannot provide the statements and documentary evidence required, then I insist that you delete all negative references from your reports to Experian, Equifax and Transunion. If I do not receive all three items itemized above within the period prescribed by law, I will expect to receive written notification that you have, in fact, made the required deletions from your reports and that you have removed from my file any reference to the disputed late payments. Please attend to my requests promptly. 

  
  Time is of the essence. To verify my ID and my address, I am enclosing copies of utility bill and driver's license 
  

  Sincerely yours, 
  ******** ******** ***** ****** **  ****** ****** ** **********  **** ***********  **** ********** 
  
  

  Business response

  09/04/2024

  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 your account and verified your account was reported as 30-59 days past due on one occasion. The payment due on May 31, 2024 was satisfied on July 7, 2024 which was 37 days after the payment due date and resulted in a 30-59 day delinquency reporting for June 2024.     
  
  The dispute you submitted to us does not contain specific details or documentation demonstrating an error with the information we furnished to the consumer reporting agencies regarding your account. Therefore, we 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

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  BMW Financial has falsely reported that we missed two payments, which has severely impacted our credit score through no fault of our own. We've been dealing with a lemon law case with them since November 2023 and finally returned the car on July 31st. Throughout this period, we made all required payments on time up until the end of June. The only payment we did not make was the one due on July 28th, as we were turning the car in just three days later. Despite this, they have inaccurately reported to the credit bureaus that we were 30 days late for two payments (July and August), which is completely untrue. This situation is unacceptable, and our credit scores have dropped over 100 points as a result. This issue needs to be rectified immediately! On top of all this, they are even issuing one month’s payment back to us, because it was determined their was an overpayment after they paid off the account!!

  Business response

  08/26/2024

  Dear Mr. ******:
  
  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.
  
  Pursuant to your request, we have investigated your account and the events leading to its closure. As a result of our investigation, we will provide an electronic update to Experian, Equifax, Innovis, and TransUnion regarding your account history. We will report your account with a payment rating of "Current" in the months of July and August 2024. It may take approximately 10 business days for all of the consumer reporting agencies to change the information in their systems.
  
  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

  08/27/2024

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

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Customer Account Number: **********. A simultaneous complaint has been filed with the CFPB. Customer has cancelled an optional tire and wheel coverage with BMW dealership **** ****** *** *********** **. Attached is significant proof that the lienholder BMW Financial Services has received refund check number ******, in the amount of $2179.59 cashed on 7/23/24. However; the business BMW Financial Services was negligent in not applying the payment to my account. Now, 8 days later, the business has cashed the check, which as stated was never applied to my account. Why? Provide an explanation as to why you have had a cashed check for 8 days that was not applied to my account.

  Business response

  08/15/2024

  Dear ***** * *****,
  
  Thank you for giving us the opportunity to address your issues regarding your concerns through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
  
  Upon notification of your missing payment, we researched our records and found no payment of $2,179.59 had been received. Through further investigation we discovered the payment was mailed to *** ** ***** ******** *** rather than BMW Financial Services. We worked with *** ** ***** ******* and the payment has been credited to your account effective July 23, 2024.
  
  You may remit payment using one of the following methods:
  Online: Access your BMW Financial Services NA, LLC 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). No service fees.
  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). No service fees.
  Check by Mail: Checks should be made payable to BMW Financial Services NA, LLC and sent to ** *** ****** ******** ** *********** Please be sure to note your full account number on payments made via check or money order.
  
  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

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have paid off my BMW vehicle VIN# ***************** and paid for overnight service. I won't mention that it took a lot longer. But, real problem that I have NEVER RECEIVED TITLE in my name! I received package with standard letter stating lien satisfied and it says: Enclosed is motor vehicle Title and Lien release. I received only LIEN release. No TITLE. We called BMW customer service, were transferred few times then we got spoke to very rude person and we got no information where is my TITLE?

  Business response

  08/08/2024

  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 and explanation will answer the issues addressed in your complaint.
  
  First and foremost, we regret to learn your experience and interactions with BMW Financial Services did not meet your expectations. We value customer feedback as it can help improve our processes, ultimately improving our customers’ experiences.
  
  Upon receipt of your complaint, we reviewed your account and confirm it was paid in full and closed on July 24, 2024. As advised by our representative during a call with you July 31, 2024, because you are in a title holding state, BMW Financial Services NA, LLC sent you a lien release to the above address on July 29, 2024, instructing you to take the lien release to the New York Department of Motor Vehicles (NYDMV) who will assist you in removing our lien from the certificate of title.

  Please note, if you have misplaced your vehicle title, you will need to contact the NYDMV for further assistance. You may reach their Title Service Bureau 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

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