Consumer complaint received 2020-12-18
Company: BMW Financial Services NA, LLC
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Problem with additional add-on products or services purchased with the loan

Complaint:
On XX/XX/XXXX I purchased a new XXXX XXXX XXXX from XXXX XXXX in XXXX GA. When I went in to talk with the Finance manager ( Mr XXXX XXXX I felt very pressured into purchasing additional packages that I didnt need which increased the price of the car by {$7100.00}. At that time the following 3 packages were added to my loan : ( 1 ) BMW Optional maintenance Program Upgrade {$2500.00} ( 2 ) Extended warranty {$3300.00} ( 3 ) Gap {$1200.00} The finance manager went on and on about how expensive the repairs and maintenance were on BMW vehicles that people usually opted to trade in their cars instead of paying for the repairs. I asked if I could purchase these ad ons later to which he responded by saying it would cost me twice as much to purchase at a later date, if that would even be an option. 
I called the finance manager the following Monday which was XX/XX/XXXX and told him I wanted to make some changes which included cancelling these add on packages. 
He stated that no changes could be made until 4 months later. There was nothing in my contract stating I had to wait 4 months or that I could not cancel these add on packages. 
After numerous calls and e-mails, I was able to communicate with the manager ( Mr XXXX ) and finance manager ( Mr XXXX XXXX about cancelling these add ons. I was finally told that I was able to cancel the Extended warranty and the Gap. I went back to the dealership on XX/XX/XXXX to sign the cancellation forms. I am currently still waiting on the refund for the Extended warranty and the Gap. 
I was told I would Not be able to cancel the Optional maintenance Program upgrade which costs me an extra ( {$2500.00} ) The finance manager and the manager both stated that this is not something that cant be cancelled. They could not tell me why it cant be cancelled only that it is not something that cant be cancelled. The finance manager said he didn't have a form to cancel it otherwise he would cancel it for me. He went on to state that he only charged me {$200.00} above cost and could have charged me more for the optional maintenance program as if I should be thankful for that. At the time of the purchase the finance manager stated that I needed to purchase this upgraded maintenance plan because it would cover all maintenance for the car and that the one that comes with the car only covered oil changes. I asked him specifically what things were covered under the plan. He repeatedly stated it covered everything. Upon further research I discovered there were very specific things that were covered in this Optional maintenance upgrade and that it did not in fact cover all maintenance. In light of this new information I realized the extra {$2500.00} was a total waste of money for me. 
I've been begging and pleading to get this cancelled for almost 2 months now. No one will respond to my e-mails now or calls. Prior to my purchase the Salesmen were very responsive. Now that they have my money, they have nothing to say. 
Basically, I believe XXXX XXXX pulled a bait and switch. They told me one thing to try to lock me into a higher price for the car when in fact I received something different. 
I chose to purchase from BMW because of the worldwide brand reputation. I expected Salesmen who represented BMW to be credible and truthful instead I found them to not only be deceptive but lacking integrity. 

At the end of the day, I really love the car. Im just really surprised and disappointed in the Sales tactics used and poor customer service I received after my purchase. I was really expecting a great experience with BMW. I purchased a XXXX car from XXXX XXXX but had a better experience when I purchased my XXXX XXXX years ago. If something is optional to purchase and the customer decides they dont want it especially within 3 days, why cant it be cancelled? The dealership is still selling a XXXX car.

Company response to consumer: Closed with explanation