ComplaintsforBMW Financial Services NA, LLC

• Initial Complaint

  11/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband passed away recently very suddenly and at the time we had two BMW's (one leased and one financed). For the financed vehicle, BMW received a very timely full payoff. For the leased vehicle, I wanted to continue the lease but the only way BMW would allow me to do that was to fill out a credit application and transfer the vehicle into my name. Well, they denied me which I was very shocked at so I pulled my own credit after the denial to check my score after their inquiry and it was good and more than adequate to take over this lease. I offered to pay the remaining payments up front and/or provide them with a copy of a bank statement that shows I can well afford to pay it and they denied those options as well. All I am trying to do is to keep my car during a beyond difficult time and the fact that they denied a surviving spouse, whose husband has had many BMW's over the years and was always in good standing is beyond disgusting. They are clearly trying to take advantage of the current auto market and don't want to keep the car locked in at this lease price and so they are denying perfectly good applicants. I've seen other threads/complaints where people have indicated similar experiences. Completely despicable that they would try to profit off of an event like this. And when you call customer service, aside from waiting on hold forever to get through (a serious problem for a brand at this level), they are useless. They refuse to put you on the phone with a manager. They tell you that managers will not take calls. What's the point of having managers if they do not deal with escalation issues. BMW should be ashamed of themselves.

  Business response

  12/07/2021

  Dear ***** *********
  
  Thank you for giving us the opportunity to address your issues regarding the above referenced account 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 extend our deepest condolences for the recent passing of your husband. We understand you are requesting to keep the 2021 BMW X5, which is currently in the name of your late husband, ***** ********. Although we truly empathize with your situation, we are only able to allow the following options, as indicated in our letter to you on September 21, 2021:
  
  Buy, sell, or trade the vehicle at an authorized BMW Center for the contractual payoff amount.
  
  Refinance the account into a family member’s name (based on credit approval).
  
  Turn in the vehicle at an authorized BMW Center.
  
  For leased vehicles only: reassign the Motor Vehicle Lease Agreement (Lease Agreement) to a third-party through our Lease Assumption Process (based on approved credit).
  
  As advised during a conversation with your husbands ******** ** ****** *************** ****** ********, should you decide to return the vehicle to a BMW Center, the estate will not be responsible for any remaining payments, excess wear and use or disposition fees.
  
  Please note, to protect our interest in the Vehicle, Section 24 describes Default and Remedies. Specifically, item (f) of the Lease Agreement states the account is in default if, "I or a guarantor become(s) insolvent or die(s)". Section 24 further states, "If I am in default, you may do any or all of the following: (a) Terminate this Lease and my rights to possess and use the Vehicle". However, because we understand this is a difficult time, we allow a 60-day courtesy for the EOE and or family to make a decision regarding the vehicle. Or records indicate ****** and you have been in contact with us recently to further discuss the option to assume the vehicle. We encourage you to contact us as soon as possible about your decision. A copy of the Lease Agreement 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 p.m. ET, and on Fridays from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.
  Best regards,
  
  BMW Financial Services NA, LLC
  
  enclosure: Motor Vehicle Lease Agreement
  
  c: Central Ohio Better Business Bureau 

*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. ↩