Consumer complaint received 2018-06-05
Company: BMW Financial Services NA, LLC
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
This is a follow-up complaint for complaint # XXXX that was submitted yesterday ( I wanted to upload additional email correspondence between me and the dealership after I submitted the first complaint ). On XX/XX/XXXX, I purchased a XXXXXXXX XXXX XXXX XXXX from the XXXX XXXX XXXX XXXX in XXXX, XXXX. I was approved for 1.9 % for 72 months. Prior to being offered the " optional '' products, my monthly payment was {$660.00} per month. The finance manager, XXXX XXXX, presented me with a variety of maintenance packages. I asked him could I purchase the optional products at a later time. He stated yes, but there were a few that you had to purchase at the time of financing ( would not be offered later ). When I got home in XXXX XXXX, I noticed that there were 2 or 3 of the optional products that I did not need. I'm aware that most extended warranties can be canceled at any time ( but would be pro-rated ). So I called up the finance manager and told him that I'd like to cancel a couple of warranties. He was trying to convince me that they could not be canceled. The LoJack stolen vehicle system ( one of the warranties that I wanted to cancel that I signed up for ) could not be canceled and was permanently installed on my car. Well, it was permanently installed on my car BEFORE I signed the warranty ( so that shouldn't have been an issue ). We had several conversations via email back and forth on XX/XX/XXXX I emailed the finance manager and told him that I read the warranty, and didn't see any verbiage in the disclosures that the warranty could not be canceled for both the Ibex warranty and the LoJack warranty. But the finance manager,  XXXX XXXX insisted that the disclosure was on the back of the warranties. I later emailed him on XX/XX/XXXX and requested that he send me the verbiage that states that I could not cancel the warranty. He sent me an email back that he'd " send it over shortly. '' Four days go by and no word from the dealership. I sent an email on XX/XX/XXXX to the finance manager letting him know that I would be filing a complaint with the CFPB and that I was displeased with the entire customer experience. That's when XXXX XXXX, the lead finance manager, calls me and wants to get the issue resolved. Shortly after, he sends me an email stating that I was correct, the Lojack warranty does not have verbiage stating that the warranty could not be canceled. He sent me a document containing verbiage that the Ibex warranty could NOT be canceled. However, I told him immediately that that disclosure page was not included in my disclosure packet. It was either deliberately or inadvertently left out of my packet, but it was NOT in there at the time I signed up for the optional warranty. I stated to him that I wanted BOTH warranties canceled ( I had NO knowledge that the Ibex warranty could not be canceled because that disclosure was not included in my packet. He admitted that the LoJack warranty didn't have verbiage that it is not cancelable. ) I didn't return his call, but I sent him an email stating that I would like to communicate via in writing only going forward. I have not heard from them since. Please take a look at their disclosures, they are not clear and conspicuous. Because they blew me off for a whole week makes me think that the Ibex warranty disclosure was deliberately left out of my packet. It's a deceptive practice! If I had known that, I would have never signed up for it. Please look into this matter. I have attached additional email correspondence and also the Ibex warranty that was provided to ME at the time of financing.

Regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation