Consumer complaint received 2018-08-02
Company: BMW Financial Services NA, LLC
State: MA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
In the middle of XX/XX/XXXX, I tried to purchased used XXXX XXXX from private party who had had financing with BMW. As a selling price, I was taking over her remaining balance through XXXX. His name is XXXX and his manager is XXXX. In the beginning of working with XXXX, he never never executed his promises. He had to send documents to sign, me and the seller but it had been delayed for two days, so I kept asking that next week would be XX/XX/XXXX so please send them as soon as possible. I and seller also asked, at least more than XXXXhree times, what documents did we need to transfer and register the vehicle. Seller kept asking that didn't we need the title but XXXX said no, we didn't need the title to transfer, but he was wrong. We had to have the title. Obviously he made a mistake. The day XX/XX/XXXX, I and the seller met at RMV ( DMV in Massachusetts ) because he would send the documents that we needed to sign. I told him before I left for RMV, could you send the documents to the seller please? because we gon na meet at XXXXXX/XX/XXXX but you haven't sent the docs to me but if you send them to seller, she could print out the docs and meet me up at RMV, therefore XXXX sent the docs to the seller, which clearly means XXXX believed that we could transfer there vehicle with the documents. If he were knew that we couldn't transfer and register the vehicle, he had to tell us the entire process which takes up to two weeks, actually it has been taking more than four weeks now.

On the day I and seller met at RMV and realized we couldn't transfer, the seller took her plate and park in my apartment. So, since XX/XX/XXXX, I don't have plate but I have kept the car. Even worse frustrating situations began, I didn't know the entire process because he hadn't told me. Next Monday, XX/XX/XXXX, he still didn't tell me the whole process and how many days would take but he said, he would find out the way to expedite the process and would call me back. I waited a couple of days more, he never never called me back. A week had already passed. I as a reserve, had a training for two weeks that started XX/XX/XXXX, so I had to rent a car for 20 days. XX/XX/XXXX, XXXX who is one of the representative, was quite trustworthy, he explained entire process which was XXXX funds to BMW and BMW release title and XXXX received it and send it to me, which might take a couple of weeks. I talked to one of managers, he said they would do the best as they could, however it still hasn't done yet. It's been a month. For a month I haven't been able to drive. They said BMW should work on it, when I call BMW, they said XXXX was still working on it, they didn't have any responsibility. XXXX, is the worst. One day, accidentally for him, answered my phone call and I asked, are you XXXX who has been working with me? and he said oh, yea, I will check your status, and put me on hold for 30 mins, I just hang up after 30 mins which was totally unacceptable and disrespectful. He has been obviously avoiding my call. He and XXXX never never called me but they said they would call me back. If they were willing to prioritize my case and situation, has they ever call BMW? what kind of effort or taking actions for this situation? even the process has been taking longer that two weeks. They never called me back and update. They didn't tell me the process. I had to spend more than a thousand dollars for rent car, spent at least more than 20 hours of calling and being hold, argued with my wife for this issue so far, mentally and physically exhausted and so frustrated. They are so irresponsible and annoying, the way they are working is totally unacceptable. If you play recorded conversation, you might know they sometimes block my call or just hang up my phone that were so so disrespectful and annoying. They never consider my inconvenience and money. I believe they have to compensate my damage. My rental car, time, conflict with my wife and family, mentally damages, emotionally salvaged.I feel they are not responsible for this issue and never mind my situations. 

As of today,XX/XX/XXXX, I checked BMW they sent the title to XXXX XX/XX/XXXX, XXXX told me last week, as soon as they received the title from BMW, they would send the title with paperwork directly to me, however, an hour ago I talked to XXXX and he said, they received the title and then sent it back to BMW and BMW should send the title and the paperwork to me. It is so so unacceptable and hard to understand, they changed what they have been telling me again and I called BMW again to make sure, and BMW said they never does that. As soon as they sent it to XXXX, XXXX is the one who send the title and the paperwork. What is this awful, awkward, terrific situations.. Either XXXX told me lie or he still doesn't know the process or what the heck is this happen.. I have called to XXXX everyday since XX/XX/XXXX and they kept saying that they didn't received the title so they couldn't send them to me but XXXX is saying such a different story.. I am so so annoyed and frustrated. After I talked to BMW, I tried to call them back the Refijet, they never answered for 40 minutes.

They have been avoiding my call, never gave me the correct information, lack of honesty and responsibility, they have to compensate my money, time, mental damage, emotional damage, relationship with my wife, I haven't been able to do my job properly, It has been a nightmare to me for a month. This started beforeXX/XX/XXXX. Now I have to extend my rental car again.

Company response to consumer: Closed with explanation