Consumer complaint received 2017-10-29
Company: BMW Financial Services NA, LLC
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
As I was the owner of this preowned XXXX BMW XXXX  VIN XXXX which was Certified and purchase during XX/XX/XXXX and refinanced till he year XX/XX/XXXX with the understand that is BMW  XXXX car should be in good condition until the year XX/XX/XXXX. To add, this car was serviced by BMW XXXX. I was also told that this car was in good condition and did not need a warranty throughout its service life only to maintain oil changes due to the low mileage on the car. However during XX/XX/XXXX this car had significant malfunctions due to manfucaturing parts and the car kep shutdown and would not work without warning after several repairs. The car doors would be locked while sitting inside and would not open or car would not start and shutoff in the middile of the road due to malfunction parts without any warning or service alerts, such as faulty battery connections and gas gauge accelerator or fuel pump not pumin gas and along with computer malfunction not able to provide alters etc such as service warnings. 

After towing the the car to BMW XXXXXXXX to service they stated the car was now repaired. Again 4 weeks later after service and some attempt to repair by BMW XXXX the car shutdown again for gas gauge and accelerator issues. 

I also received several recall alter letters about my BMWXXXX manufacturing parts, before and after service repairs. BMW corporate did also pay to fix several parts however would not take full responsibility of manufacture gas gauge parts and or battery. As I continued to have BMW manufacturing troubles and the chances of having the car to ketch on fire due to manufacturing gas gauge parts and after sverval complaints to my original Sales rep he relayed that the car was no longer good due to unforeseen malfunction manufacturing parts and that I will need a new car to be safe. Since I no longer felt safe and worried everyday about the car being caught on fire and as a customer for almost 20 years and wanting to feel secure again I agreed again upon trading in for new preowned XXXX BMW in which the sales person told me I would qualify for with my husband as the cosigner. 

So I returned with my husband after receiving offer letters and phone call. After a full day signing documents for a new preowned BMW XXXX which was similar to my XXXX and agreed upon by BMW XXXX salesperson/dealer with a cosigner and approved by dealer and finance that took 8 hours the sales person then stated we can no longer qualify as per BMW Financing and the BMW Financing will no longer authorized finance for XXXX  and BMW will only qualify us for a BMW XXXX The sales person stated we had to accept this deal today because this was the only deal by BMW Financial available to us. I attempted to cancel contract and requested to comeback another day and requested to have my old XXXX return and was told could not. 

Again also after signing for BMW XXXX and realizing the features and drive or comfort as told to me were not the same as my XXXX features and comfort within 12 hours I requested again to cancel the BMW XXXX contract and was told I could not once again. I then contacted BMW Customer Relations and BMW Finance and complained about the troubles that I had with the XXXX and I just wanted my car fixed so I could feel safe again and that I wished for my BMW XXXX to be returned to me since I refinanced till the year XX/XX/XXXX with the understanding that my BMW XXXX will still be in good condition when I refinanced. 

Also when contacting BMW Finance and BMW Corporate Customer Relations and explaining my dissatisfaction regarding the dealership 's bait and switch of trading and deceived practices during the deal to make a sale and also my dissatisfaction of the XXXX comfort , drive and features along with the new payment not truthfully disclosed to me/us, I was told by BMW Finance representatives this was misrepresentation of facts by the BMW dealership sales person and that our financing options for a BMW XXXX was not denied by BMW Finance yet  by the dealership and I have to deal with the dealership. 

Also since after several repairs on the XXXX which was malfunctioning within 1 month from XX/XX/XXXX to XX/XX/XXXX we were told by the salesperson we would qualify for XXXX trade in which is the main reason why we went to the dealership to resolve the issue and as we were lead to belief the BMW XXXX will continue to have malfunction manufacturing parts to be repaired. 

Also we were told the old balance of the XXXX will be for dissolved in trading into a new XXXX  payments with being est {$820.00} however, the old balance of {$12.00}, XXXX for a car that was in default by manufacturing parts was now added to the new XXXX loan and payments for the BMW XXXX  will be {$830.00}. 

This was a bait and switch transaction, where we feel this is very wrong. We are still paying for a manufacture malfunction BMWXXXX along with additional vehicle recalls. This residual loan balance of {$12000.00} is truly unfairly added to a lesser value car such as BMW XXXX at {$48000.00} which brings the new loan to {$60000.00}.
I have contacted BMW Corporate Relations several times and was told this is between me and the dealership. I am requesting your assisting with BMW XXXX and BMW Corporate as I would like for them to return my original BMW XXXX fixed or BMW XXXX with no recalls, a car with safer parts and the same features of my BMW XXXX or a BMWXXXX which is now worth {$60000.00}. It is not fair for me/us to pay for a car that I do not have or for a car that was defective due to unforeseen manufacturing parts or a recall vehicle.

Company response to consumer: Closed with explanation