Consumer complaint received 2022-09-09
Company: BMW Financial Services NA, LLC
State: WI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
In XX/XX/XXXX I purchased a new XXXX XXXX  XXXX model through their online website with the assistant of online car dealer to facilitate my paperwork. 

I placed {$10000.00} down payment for the purchase and I kept my account and dues up-to-date by setting an automatic payment after BMW reported a delay payment on my account without sufficient notification. Since then my account was On auto pay before the statement date. 

In XX/XX/XXXX my car sustained damage due to a hail storm. This damage was evaluated by my insurance company who after negotiation agreed to deemed the car a total loss and keep a clean title on the vehicle. 

I contacted BMW immediately after on XX/XX/XXXX through the customer service main phone number. I requested information and a quote for my car to for purchase. I was told its going to be emailed to me, however I have not received any emails. 

Later on, I checked my mobile app for BMW and There was a quote to buy the vehicle with defined residual value that should expire in XX/XX/XXXX. I did obtain a End of lease loan through a different bank that will allow full ownership and autonomy on the Vehicle and it was approved and processed. 

I contacted BMW for the second time after reaching out to my insurance agent to ask about if I can retain the ownership of my car. During my second phone call on end of XXXX. The customer service representative told me that my car was noted as a total loss and Im not allowed to purchase it under any circumstances. I tried to call my insurance company again and I couldnt get hold of anyone. I called BMW for the third time asking for my lease agreement copy to read that condition and I verified my email for the third time and yet I have not received any emails On XX/XX/XXXX, I called BMW financial service for the fourth time and asked to speak to the manager who kept Reiterating the same message and was persistent about the fact that BMW financial owes the car and I have no autonomy on a vehicle that I was paying for for almost 2 years now. 

When I told him I called that an earlier they to purchase the car and I did not receive any paperwork, he recklessly said that this is false and he keeps track of all the communication. Eventually, when I ask him to verify my email address he provides the WRONG email address. Although I verified my email address more than three times before calling him. Until this day I have not received any emails From BMW financial. 

Finally and most importantly, BMW financial services failed to provide the contract agreement that state this conditions and rules. They also failed to deliver clarity and transparency with communication. Sitting aside the high level of unprofessionalism treating their clients and customers In summary : - I have a major concern regarding the communication I was getting and also reporting to the credit bureau without sufficient documentation - There was a major and red flag regarding the inaccuracies in BMW documentation regarding my contact information. That eventually lead to a financial consequences on my personal finance - There was an obvious failure to disclose important documentations and agreements that was verbally given to me and not in writing - finally, there was a lack of transparency with me regarding the terms and conditions and failure to deliver the expected service. 
-There was an intentional delay in the process of transferring the car title for no clear reason or legal ground Documentation and recorded conversation are available upon request As well as access to my email address and history of all email addresses I had

Company response to consumer: Closed with explanation