Consumer complaint received 2017-06-25
Company: BMW Financial Services NA, LLC
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
On XX/XX/XXXX, I decided to look at BMW for a new vehicle. I was shown two, and fell for the second a BMW XXXX XXXX XXXX XXXX that was a XXXX. I failed to demand a " XXXX '' or even do proper research of vehicles actual worth. I started before noon, and was there before closing ( after dark ). During that time, I was told what a luxury car BMW is, how great the maintenance team is, about having service done and a rental car waiting for me so I can do what I need. And all about the " Certified Pre-Owned '' vehicle program, that it has never and can not be in any accidents ( to keep this title ), that it must be maintained by all service dates and regularly also. I was very surprised I even qualified for a vehicle that costs more than my yearly salary. <P/>The following weeks, I discovered in the mail numerous creditors denying me credit. I was very confused as to why " BMW Finance '' financed me, yet I was receiving all kinds of letters of denial for credit. Also, I have a credit fraud alert on my credit bureaus until XX/XX/XXXX but I did not realize or understand what had happened. " I just did not get it. '' Within days, I had buyers remorse because the car cost a lot and it would not fit in the garage! Also, it was not even brand new. I had also noticed by then, scratches here and there that were not visible during purchase. And the USB port, sinks into the hole. I called several government agencies without checking my contract, and was basically told it was too late. <P/>XX/XX/XXXX, I called in for a service for a full detail, the scheduled maintenance, the fluid changes, a tire with a screw in it, and to have the rental car ready. When I turned in my vehicle, there was no rental waiting for me. I had to be transported to " XXXX '' and then wait for them, and then return the vehicle back to them and get a ride back to XXXX XXXX, XXXX XXXX location, when I was finally told my vehicle was ready. <P/>My vehicle was not even ready, after all that! I still had to wait in the lobby for awhile. When I went to pay for my vehicle before even seeing it, I noticed I was not charged for the full detail. I asked about it, and was told, " You were not allotted time for that, besides they did a complimentary cleaning! '' Some cleaning ... when I opened the door I noticed large dark spots on my beige carpet and immediately told the service advisor of it ; in which he cleaned with a windex looking substance. I left pretty upset after all that. Then I noticed the inside had not been cleaned at all.. <P/>Later, I noticed the dashboard stating that the service had never been done! I called and left a message, after two weeks I called again. I was then told, " To bring it in, " '' if it was serviced, they 'd correct it ''. ( ( How do I know I got what I paid for, if they failed all of the above?? ) ) The car makes noises and has strong exhaust smells, after it was " serviced ''. <P/>I was very upset regarding what I was told prior to purchase, and what had actually happened after purchase. I expected the car to fit in my garage. I got very upset at their negligence and decided they were going to ruin my car, that I better sell it now while I still have low mileage. I made calls to various dealerships and did a lot of research ... <P/>That is when I discovered the $ 49k+ vehicle I paid for, was selling for $ 11k- $ 22k!!!!! AND TWO DIFFERENT DEALERSHIPS TOLD ME THE VEHICLE HAD A XX/XX/XXXX ACCIDENT!!! <P/>I wrote BMW on-line numerous times, never receiving any real feedback. So today XX/XX/XXXX, I took it to the dealership ( they said they 'd buy it back ). When I finally got to speak to the " Regional Sales Manager '' " XXXX. '' he asked me why I wanted to sell it back so soon, I explained, then he began demanding a check from me in cash!! I told him, I need the quote first, but he kept insisting I pay him cash!!! I requested he take me to his office, where then he said " You do n't have any proof it 's Certified '' and " Is there anything else you want?! '' I requested some " Luxury & Professionalism! '' While again waiting, he made extreme drawn out facial expressions staring at his screen and I noticed a contract on the desk for a brand new XXXX " XXXX XXXX '' for about $ 3k more than I was priced for a used & previously wrecked XX/XX/XXXXXXXX XXXX! I almost cried! <P/>He told me he would have to look at the vehicle, before quoting me ( finally )?! He walked around it and kept poking at the tires ( about {$350.00} a piece/to the $ XXXX car??!! ) then he, himself quoted me $ XXXX to buy back, verbally with no written quote. Even after I requested a written quote. His behavior was unsettling. All of these actions are not the type of behaviors one would think of regarding, BMW. <P/>I was not given specific information regarding the " Certified Pre-Owned '' Program, only repeatedly told for hours. This car has a wreck on it 's VIN number, I was lied to and over charged, the maintenance was horrible if it was even conducted, and there has been no professionalism whatsoever from this " Regional Sales Manager ''. I do not trust this place at all, they ran my credit through every possible creditor but their own until last, everything they told me has been a lie, the maintenance did not fully do their job, the service advisor failed my requests, and I believe this is serious fraudulent activity. <P/>Also, I specifically remember being quoted around {$8500.00} for my " trade-in '', I do n't understand how I missed that on the contract signing! <P/>I have copies of the contract, the warranty, the BMW Certified Pre-Owned Owner 's Card and the service paperwork.

Company response to consumer: Closed with explanation