Consumer complaint received 2016-10-03
Company: BMW Financial Services NA, LLC
State: CA
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
I have been communicating with initially XXXX XXXX, the CEO of BMW in writing in XXXX of XXXX because I could not receive any help from XXXX XXXX dealership ( who has a staff member named XXXX whose behavior treads very closely to harassment - it 's unbelievable ) nor from North America offices. Finally I was assigned to XXXX XXXX North America who XXXX XXXX assigned to me in writing, regarding the defects of the new XXXX XXXX I had leased through their XXXX XXXX dealership for a three year period. When this car was returned to the dealership on XXXX XXXX, XXXX to XXXX XXXX XXXX XXXX XXXX, the car had to be towed for the 4th time ( which is documented by XXXX who 's services I had to pay and use twice ) and the transmission was to be replaced. For 36 months I was leased lemon that I paid for at full price person month at {$390.00}. Not only was my safety endangered multiple times because the car would just turn OFF in the middle of traffic but I also had to pay for multiple towings which took hours of my time. And I had to hit the breaks multiple times when this would happen to try and gain control of the car. Now BMW is claiming that a tire needs to be replaced which should have normal wear and tear despite the vehicle defeats and other charges when I have not received reimbursement for any of the months I drove a defective car, a complete lemon is you will as the TRANSMISSION of the car on its return needed to be replace AND the costs of the multiple tows. I can scan provide the multiple emails to remedy this situation that have been sent directly to XXXX XXXX, XXXX, the calls to BMW financial services to XXXX XXXX who is the escalation case manager that will not resolve this matter at XXXX FAX and multiple logged calls at XXXX XXXX.. I feel strongly that is a total scam to obtain more money from lessees who are powerless to fight it. I therefore request that the CFPB investigate and have the charges removed. I was informed each time I called, that the calls were being recorded. If the initial call I made is checked you will clearly hear that I was told I would receive a response regarding these charges as well as a confirmation that the card needed a new transmission it was so defective. All of my calls and multiple letters can be provided as well as the vehicle multi tow history with XXXX. It is a MIRACLE I was not killed in that car and I can not believe BMW has the audacity to try and force these charges when I should reimbursed for all the months they provided me with a LEMON. There are lemon laws in California. The vehicle did not run on it 's LAST DAY and had to be towed to BMW to the dealership. All of these entities are aware of the fact that they had me lease a lemon. I should be reimbursed a minimum of one year for that car at {$4800.00} not to mention the trauma of having oncoming traffic nearly kill me when I was XXXX no where near my home to signal for assistance outside of XXXX. Thank goodness the people on that neighborhood were so kind to me. Please remove these charges and reimburse for the tows and history of this vehicle BMW. I will be writing Congressman XXXX XXXX as well and any entity I can reach that will bring your defective vehicle and below standard customer service to light. Thank you so much for your help CFPB. We can not have entities like BMW doing this to innocent lessees. I believed in BMW prior to this horrific incident which goes from the shady dealership and now to your financial service. It 's a disgrace. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation