Consumer complaint received 2025-10-31 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: BMW Financial Services NA, LLC
State: NC

Complaint narrative:
WRONGFUL REPOSSESSION WITHOUT NOTICE - IMPROPER CHARGES On XX/XX/XXXX, BMW Financial Services NA , LLC wrongfully repossessed my leased XXXX XXXX XXXX XXXX XXXXXXXX ( Account : XXXX, VIN : XXXX ) from my driveway without providing any prior written notice, phone call, or warning. This occurred despite my excellent payment history and active cooperation with BMW representatives.

NO NOTICE PROVIDED : On the day of repossession ( XX/XX/XXXX ), I immediately texted BMW 's representative XXXX at XXXX XXXX  stating : " Someone just took it from the drive. I've not received a notice or anything! We have a XXXX XXXX XXXX and all her things are in the car as we were at the doctors this morning. '' This contemporaneous statement proves I received no advance notice.

ACTIVE COOPERATION AT TIME OF REPOSSESSION : Hours before the repossession ( XX/XX/XXXX at XXXX XXXX ), I emailed BMW 's lease assistant XXXX asking to " schedule for this week '' to complete the lease-end process. I was actively trying to properly end my lease, not avoiding my obligations. 
On XX/XX/XXXX, I emailed BMW stating : " I'd like to keep the BMW and I am requiring financing in order to cover the final payment. '' I explicitly stated my intent to PURCHASE the vehicle.

EXCELLENT PAYMENT HISTORY : I successfully completed 35 out of 36 monthly lease payments ( 97 % completion rate ). BMW 's own statement dated XX/XX/XXXX confirms I was on " Statement 35 of 36 '' with a maturity date of XX/XX/XXXX. I was essentially at the end of my lease term.

IMPROPER CHARGES - {$31000.00} BILL : BMW has now sent me a bill for {$31000.00}, which includes : Remaining Payment : {$1300.00} ( reasonable ) RESIDUAL VALUE : {$27000.00} ( IMPROPER ) Repo Fees : {$580.00} ( improper - no notice given ) Other charges : {$2300.00} The {$27000.00} " residual value '' is the PURCHASE PRICE if I choose to buy the vehicle at lease end. However, BMW can not REPOSSESS my vehicle AND charge me the purchase price as if I'm buying it. This is double-dipping and potentially fraudulent.

BMW should either : Sell the vehicle at auction and charge me only for any deficiency, OR Allow me to purchase the vehicle at the residual value By repossessing the vehicle AND charging me the residual, BMW is attempting to keep/sell the vehicle for profit WHILE still charging me as if I purchased it. This is unjust enrichment.

PERSONAL PROPERTY WITHHELD FOR OVER TWO WEEKS : The repossessed vehicle contained my XXXX XXXX XXXX  specialized car seat ( required due to XXXX XXXX ) and my prescription medications for XXXX  and XXXX ( controlled substances ). Despite calling BMW Financial Services daily, I could not retrieve these essential items for over two weeks. I was unable to safely transport my XXXX XXXX and could not replace my controlled substance medications during this period.

CREDIT DAMAGE : BMW has reported this as a repossession to credit bureaus, destroying my credit score. This has prevented me from obtaining necessary business financing for my startup company and has caused substantial financial harm. Because the repossession was conducted without proper notice and while I was actively cooperating, this negative credit reporting is improper.

VULNERABLE CIRCUMSTANCES : My wife had just given birth to a XXXX XXXX requiring specialized medical care. We were due at the doctor 's office with our XXXX  the afternoon car was taken. I have documented medical conditions ( Major XXXX XXXX and XXXX  ) and the stress of this situation, combined with being unable to access my medications for two weeks, significantly worsened my mental health.

TIMELINE OF EVENTS : XX/XX/XXXX : Lease began XX/XX/XXXX : BMW statement shows " Statement 35 of 36 '' XX/XX/XXXX : Scheduled lease maturity date XX/XX/XXXX : I emailed stating intent to purchase vehicle XXXX XXXX XXXX  : Coordinating lease-end inspection with BMW XX/XX/XXXX, XXXXXXXX XXXX : I emailed asking to " schedule for this week '' XX/XX/XXXX, afternoon : Vehicle repossessed without notice XX/XX/XXXX, XXXX XXXX  : BMW employee XXXX calls asking if repossession is correct ( proving even BMW employees were confused ) Early XX/XX/XXXX : Finally able to retrieve personal property after 2+ weeks XX/XX/XXXX : Received bill for {$31000.00} WHAT I'M REQUESTING : Remove the repossession from my credit reports ( XXXX, XXXX, XXXX  ) Revise the bill to remove the improper {$27000.00} residual charge - I should owe approximately {$1300.00}, not {$31000.00} Investigation into BMW Financial Services ' repossession and billing practices Compensation for credit damage, emotional distress, and inability to access essential items Acknowledgment that proper notice was not provided SUPPORTING EVIDENCE : I have documentation including : BMW account statement ( XX/XX/XXXX ) showing " Statement 35 of 36 '' BMW Vehicle Return Statement ( XX/XX/XXXX ) showing {$31000.00} charges Text message from XX/XX/XXXX : " I've not received a notice or anything! '' Email from XX/XX/XXXX : " Can I please schedule for this week? '' ( sent hours before repo ) Email from XX/XX/XXXX : stating intent to purchase vehicle Text messages showing coordination with BMW representatives This repossession was wrongful, conducted without any advance notice, occurred while I was actively cooperating with BMW to complete the lease properly, and the subsequent billing is improper. I completed 97 % of my lease obligations in good faith and was working to properly resolve the final payment when BMW repossessed my vehicle without warning, withheld my baby 's essential items and my medications, destroyed my credit, and is now attempting to charge me over {$30000.00} more than I actually owe. 
I request the CFPB investigate BMW Financial Services ' practices and require them to correct this wrongful repossession and improper billing.

Company response to consumer: Closed with explanation