Consumer complaint received 2026-04-29 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: BMW Financial Services NA, LLC
State: KS

Complaint narrative:
Complaint Regarding Service Contract, Vehicle Condition, Loan Reporting Concerns, and Lack of Response XXXX BMW of XXXX XXXX XXXX I am submitting this complaint regarding my experience with XXXX BMW of XXXX XXXX XXXX related to the purchase and financing of a Certified Pre-Owned ( CPO ) vehicle, a service contract, and ongoing issues involving communication, loan reporting, and vehicle condition. At the time of purchase, I was sold a mechanical repair service contract in the amount of {$3800.00}. This contract was presented in a manner that led myself and my cosigner to understand it functioned similarly to a maintenance coverage plan. However, the terms, scope of coverage, and cancellation/refund policy were not clearly explained, and I do not have access to complete documentation clearly outlining what is included. I was not provided physical copies, and the electronic materials provided at the time of sale do not clearly identify or make accessible the full contract details. As a result, I am seeking clarification of the agreement and a potentisl full refund due to lack of clear disclosure and documentaItion. I have made multiple attempts to resolve these concerns by contacting my salesman, my finance manager, and XXXX BMW corporate. Despite these efforts, I have not received any correspondence from any party. Additionally, I have concerns regarding the condition of the vehicle at the time of sale. The vehicle was sold as Certified Pre-Owned, which carries an expectation that key components are inspected and, if necessary, repaired prior to sale. However, within approximately one year of ownership, I was informed that the brake pads require a {$1200.00} replacement. This is inconsistent with the expectation that the brake system was inspected and addressed as part of the CPO process. I was also informed at the time of purchase that brake components had been repaired, which is inconsistent with the current condition and has raised concerns regarding what was completed prior to sale. I also have concerns regarding the accuracy and timeliness of my auto loan reporting through BMW Financial Services. My credit reports showed no updates between approximately XX/XX/XXXX and XX/XX/XXXX, despite ongoing payments and additional principal payments made toward the balance. My credit reports reflect a status updated XX/XX/XXXX, suggesting that reporting has resumed. However, I am seeking clarification to ensure my account is being reported consistently and accurately, as discrepancies and delays have contributed to confusion regarding my loan balance and credit profile. As a result of these issues, I am seeking : A clear explanation and full disclosure of the service contract, including all terms, coverage, and cancellation/refund eligibility for a full refund A confirmation that my loan through BMW Financial Services will be reported accurately and consistently across credit bureaus Documentation of the vehicles Certified Pre-Owned inspection and any brake-related service or repairs performed prior to sale A formal response addressing the lack of communication from XXXX BMW of XXXX XXXX XXXX, despite multiple outreach attempts to sales and finance representatives as well as corporate channels I have included supporting documentation for review : Screenshots of messages sent to my sales representative and finance manager demonstrating multiple attempts to resolve these concerns, with no response received Screenshots from my credit monitoring service showing a lack of updates to my auto loan reporting between XX/XX/XXXX and XX/XX/XXXX, followed by a subsequent update reflecting XX/XX/XXXX activity I entered into this transaction in good faith, with the understanding that I was purchasing a properly inspected Certified Pre-Owned vehicle, a clearly disclosed service contract, and that my loan would be accurately reported. The current situation has not met those expectations. I appreciate your attention to this matter and request a timely and fair resolution.

Company response to consumer: Closed with explanation