Business Profile

Auto Financing

BMW Financial Services NA, LLC

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Complaints

This profile includes complaints for BMW Financial Services NA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

156 total complaints in the last 3 years.
40 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/02/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am leasing a *** XM through BMW Financial Services. Throughout my lease, my vehicle has been out of service for repairs for more than 32 days in total, and *** Financial previously provided compensation or accommodations recognizing the inconvenience and loss of use.Most recently, my vehicle was down for 11 consecutive days.
I requested the same compensation as before, but *** Financial declined without explanation, even though they previously credited payments or extended my lease term for similar issues.
This inconsistent handling of downtime creates unfair treatment and poor customer service.
I am seeking compensation for the recent 11 days my vehicle was unusable, consistent with how *** Financial has resolved similar issues in the past.
Business Response
Date: 07/08/2025
BMW Financial Services does not give credits for service, that is something the customer would need to discuss with the manufacturer, *** of *************.
Business Response
Date: 07/08/2025
BMW Financial Services does not give credits for service, that is something the customer would need to discuss with the manufacturer, *** of **************
Initial Complaint
Date:06/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
BMW Financial Services reported my account late in July 2024 and December 2024. I was advised by BMW Financial Services reported that I had until 14th of the following month to make payment with late reporting. I made my June 14, 2024 payment on July 14, 2024 and made November 14, 2024 payment on December 14, 2024. BMW Financial Services acknowledges that I called on July 1, 2024 regarding my account but denies BMW Financial Services rep discussed late reporting by the 14th of month.
Business Response
Date: 07/02/2025
Dear ***** ******:

Thank you for
giving us the opportunity to address your issues regarding credit reporting through the
Better Business Bureau complaint process. We hope the following information and
explanation will answer the issues addressed in your complaint.

In
an effort to resolve your request, we researched your account and verified your
account was reported as 30-59 days past due on two occasions. The payment due
on June 14, 2024 was satisfied on July 14, 2024 which was 30 days after the
payment due date and resulted in a 30-59 day delinquency reporting for July
2024. The payment due on November 14, 2024 was satisfied on December 14, 2024
which was 30 days after the payment due date and resulted in a 30-59 day
delinquency reporting for December 2024.

Our
records indicate we have previously responded to a dispute from you making
substantially the same claims. Please find enclosed a copy of our prior
response. As we stated in our prior response, you spoke with us on July 1, 2024
and told us you would be remitting payment on July 10, 2024 to satisfy the
payment due June 14, 2024. We accepted this promise to pay, which you later
failed to keep. Our records do not show discussion of payment on the 14th of July. Our disclosure regarding how we furnish information to the consumer
reporting agencies appears on the second page of each of your monthly Account
Statements under the heading “Notice to Consumer about Negative Credit
Reporting.”

Given
our investigation’s findings, your correspondence does not provide sufficient
justification to change the way we are reporting your account history to the
consumer reporting agencies. As a result of your dispute, we will provide an
update to the consumer reporting agencies to reflect the results of our
investigation.

If
you have any further questions regarding the credit reporting of your account,
please contact us in writing at the mailing address listed on this letter, as
disclosed on your monthly Account Statement.

Yours
sincerely,

BMW Financial Services NA, LLC
Customer Answer
Date: 07/02/2025
BMW Financial Services has not provided documentation that their customer service representative did not provide erroneous information regarding late reporting.

Regards,

***** ******
Business Response
Date: 07/08/2025
We believe our previous response adequately addresses the complaint.
Initial Complaint
Date:06/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I leased a new 2025 BMW X3 but because of a delay in building the new car, I extended my existing lease on the 2022 X3 for one month (through March 8, 2025) and made the additional monthly payment of $675.45. I was informed by BMW Manhattan that the new car was ready on 2/23/25 and, I set up the return on 2/24/25 at 2pm. I dropped off my old car on February 24, 2025 and picked up the new car at the same time. Again, no one mentioned to me that there would be an inspection after dropping off the 2002 X3.

On March 10, 2024 I received a letter from ******* with a copy of a “Condition Report.” The report states that my 2022 BMW was inspected on 2/27/25. I was never made aware of this inspection and was not given the opportunity to be present during the inspection. BMW Financial Services sent me a letter dated March 7, 2025 stating that I had outstanding charges of $1,687.56 for vehicle repairs. Ultimately, BMW reversed these charges.

I had several conversations with the Leasing Division at BMW inquiring about the return of the pro-rata balance of the lease payment made to extend the lease to 3/8/25). I was informed me that because the car was returned on February 24, 2025 prior to the lease expiration date, I would be entitled to a refund of the pro-rata portion of the payment of $360.24 and that it would take several weeks to issue the refund check to me.

Subsequently, I was informed that BMW closed the matter, that there will be no refund of the excess monthly payment and that the $360.24 was applied to "repairs." I was never told nor did I ever authorized BMW to apply this amount to the repairs. After attempting to challenge this decision, BMW denied the refund.

See attached letter for full explanation.
Business Response
Date: 06/18/2025
Dear **** * *******,

Thank you for
giving us the opportunity to address your issues regarding your vehicle account through
the Better Business Bureau complaint process. We hope the following information
and explanation will answer the issues addressed in your complaint.

We understand you continue to
dispute our determination that no refund is due your account. Upon receipt of
your letter, we reviewed the account again and find no cause to change our
position. As indicated in the enclosed first response dated May 5, 2025 and the
second response dated May 29, 2025, there is no refund due as the $360.24
account credit was used cover end of lease charges that were assessed in
accordance with your Motor Vehicle Lease Agreement (Lease Agreement). A copy of
our previous responses to this issue, your Lease Agreement, inspection, and
Vehicle Return Statement have been enclosed for review.

We are committed to providing you with
the highest level of service. If you have any questions, please contact us at

###-###-####, Monday through Thursday, from 9:00 a.m. to 9:00 p.m.
ET and Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address
listed on this letter.

Yours
sincerely,

BMW Financial Services NA, LLC
Customer Answer
Date: 06/23/2025
*************
Thank you for providing the response from BMW Financial Services regarding my complaint. I am rejecting the business response.
BMW has consistently stated that the "$360.24 account credit was used to cover end of lease charges that were assessed in accordance with my Moter Vehicle Lease Agreement."
There is no indication what the $360.24 was specifically used for. What are the end of lease charges? BMW's letter dated April 8, 2025 specifies that there is a $0 balance (see attached). There should be none because the car was returned in very good condition and any repairs were waived. I was never given the opportunity to be present when the car was inspected although I tried numerous times to set up an inspection with their agent, *******. When the car was returned, the sales manager said do not worry, just return the card when you pick up the new leased vehicle.
I would like an explanation as to what the $360.24 was applied to. If it was for repairs, it should specify what repairs. If indeed it was for repairs, then I should have been given the opportunity to have the repairs made myself but because BMW never was able to set up an inspection nor was I informed about an inspection after the car was dropped off, there should be no charge for any purported repairs.
I am again demanding the refund of the $360.24 for the following reasons:
1. **** ***'s total ineptitude in the return process (wasting hours and hours of my time). I
missed almost 2 of a day of work waiting for **** *** to arrive for the inspection and they never showed up.
2. Not being told that there would a post drop-off inspection nor being given the opportunity
to be present at that inspection.
3. Being informed in telephone calls with BMW representatives that I was to receive a
refund for the pro-rata portion of the overpayment for my last monthly installment to BMW.
4. The unauthorized use by BMW of the $360.24 to pay for "end of lease charges."
Sincerely,

**** *******
*** ******* **** * *** **
*** **** ** *****

Better Business Bureau Dispute Resolution Team
Eric P. Gonchar 115 Central Park West #8A
New York, NY 10023
June 23, 2025
Re:
BBB Complaint ID 23417167 BMW Financial Services NA
Ladies & Gentlemen:
Thank you for providing the response from BMW Financial Services regarding my complaint. I am rejecting the business response.
BMW has consistently stated that the "$360.24 account credit was used to cover end of lease charges that were assessed in accordance with my Moter Vehicle Lease Agreement."
There is no indication what the $360.24 was specifically used for. What are the end of lease charges? BMW's letter dated April 8, 2025 specifies that there is a $0 balance (see attached). There should be none because the car was returned in very good condition and any repairs were waived. I was never given the opportunity to be present when the car was inspected although I tried numerous times to set up an inspection with their agent, *******. When the car was returned, the sales manager said do not worry, just return the card when you pick up the new leased vehicle.
I would like an explanation as to what the $360.24 was applied to. If it was for repairs, it should specify what repairs. If indeed it was for repairs, then I should have been given the opportunity to have the repairs made myself but because BMW never was able to set up an inspection nor was I informed about an inspection after the car was dropped off, there should be no charge for any purported repairs.
I am again demanding the refund of the $360.24 for the following reasons:
1. Auto Vin's total ineptitude in the return process (wasting hours and hours of my time). I
missed almost 2 of a day of work waiting for Auto Vin to arrive for the inspection and they never showed up.
2. Not being told that there would a post drop-off inspection nor being given the opportunity
to be present at that inspection.
3. Being informed in telephone calls with BMW representatives that I was to receive a
refund for the pro-rata portion of the overpayment for my last monthly installment to BMW.
4. The unauthorized use by BMW of the $360.24 to pay for "end of lease charges."
Sincerely,
E. P. Surch
Eric P. Gonchar
BMW Financial Services
Eric Gonchar
115 Central Park W Apt 8A
New York NY 10023

Business Response
Date: 06/25/2025
Section 33 of the Motor Vehicle Lease Agreement is where the lease end charges for excessive wear and use is detailed.
Initial Complaint
Date:05/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** has reported late payments that are not correct on my credit reports
Business Response
Date: 05/27/2025
Dear Suleman Jivanee:

Thank you for giving us the opportunity to address your issues regarding how we are reporting your payment history to the consumer reporting agencies through the Better Business Bureau complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.

In an effort to resolve your request, we researched your account and verified your account was reported as ***** days past due on eight occasions, and ***** days past due on seven occasions. Enclosed for your review is a copy of your payment delinquency statement, detailing when your payments were due and satisfied.

Please note, an account is reported current during a given month if a payment is received within 29 days of the payment due date. If you have evidence to support your dispute, such as a bank statement indicating your payment was made in a timely manner, you may submit the documentation to us at the mailing address listed on this letter, attention Credit Disputes, and we will be happy to reinvestigate your dispute.

Your correspondence does not provide sufficient justification to change the way we are reporting your payment history to the consumer reporting agencies under the guidelines and regulations we are required to follow as a Data Furnisher. As a result of your dispute, we will provide an update to the consumer reporting agencies to reflect the results of our investigation.

If you have any further questions regarding the credit reporting of your account, please contact us in writing at the mailing address listed on this letter, as disclosed on your monthly Account Statement.

Yours sincerely,

BMW Financial Services NA, LLC
Initial Complaint
Date:05/09/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,

I am submitting this formal complaint regarding a derogatory collection account placed on my credit report by BMW Financial Services in April for lease account number **********.
I believe this negative mark is the result of a miscommunication and improper notification process following the total loss of my leased BMW vehicle.

After my vehicle was involved in a severe accident, my insurance company paid off the balance in full. I was informed by the insurance company that the deductible would be handled by the other motorist’s insurance, and I was under the impression that this settlement closed the account in its entirety. At no point did I receive any communication from BMW regarding an outstanding balance. BMW claims to have sent letters, but they admit these were sent to the wrong address. I did not receive any notice or bill, and only became aware of the derogatory mark after being alerted by a credit monitoring service.

Upon learning of the outstanding balance, I immediately paid it in full in an effort to resolve the situation-even though I was not at fault and the amount was minimal. Despite my prompt payment and good faith effort to rectify the matter, BMW refuses to acknowledge their error or update my credit report to remove the derogatory remark. I have requested that BMW correct this mistake, but they have declined to do so.
I have been a loyal BMW customer for nearly a decade, consistently maintaining an excellent payment history and never missing a payment. It is deeply troubling that a long-standing customer with a previously spotless record would be treated in this manner, especially when the negative mark resulted from a lack of proper notification and a situation beyond my control.
I'm including my lease and deed sail as proof that I moved, I respectfully request the Better Business Bureau’s assistance in having this collection account removed from my credit report, as it was placed in error and without due notification.
Business Response
Date: 05/19/2025
Dear ****** *****:

Thank you for giving
us the opportunity to address your issues regarding credit reporting through the
Better Business Bureau complaint process. We hope the following information and
explanation will answer the issues addressed in your complaint.

To
resolve your request, we researched your account and verified your account was
reported as a Collections account in March 2025. Following the receipt of the
insurance settlement after the total loss of your vehicle, we mailed the
enclosed Insurance Settlement Invoice dated February 9, 2024. Pursuant to the
terms of you Motor Vehicle Lease Agreement, you were responsible for the
$1,000.00 deductible on your insurance policy. As we had received a payment of
$629.40 after the date of the loss, we applied those funds toward your
deductible and the invoice accurately reflected an outstanding remaining balance
of $370.60. The invoice was due immediately, but as a courtesy, we do not
report an Insurance Settlement Invoice as collections so long as it is
satisfied prior to 395 days from the invoice’s issuance. When that grace period
lapsed without the required payment, your account as accurately reported as
Collections in March 2025.

In
your BBB complaint, you state you were never made aware of the balance and that
BMW Financial Services admitted mailing the invoice to an incorrect address.
Our records show we spoke with you by telephone on February 12, 2024, and
directly advised you of the remaining $370.60 balance for your deductible. Your
claim of being unaware of the balance is not supported by our call records. During
the grace period, we also left multiple courtesy voice mail messages at the
mobile telephone number on file requesting that you please contact our office
regarding your account. This courtesy outreach attempts went unreturned.

Regarding
your address, we mailed the invoice, a balance due reminder letter, and two
settlement offers to the address you had on file for your account, which was
the 128 Benford Lane address you listed on your BBB complaint. You also
verified the 128 Benford Lane address as accurate during the February 12, 2024,
telephone call, which was three days after we mailed the invoice. If your
address changed at any time, it was your responsibility to ensure we were
provided with the new mailing address. Failure to update the mailing address does
not provide credit reporting relief for contractual payment obligations.

Your
BBB complaint also states that you thought the other party’s insurance would
cover the cost of your deductible. Please note that the deductible was your
contractual obligation to BMW Financial Services. If you were relying on a
third party to make that payment on your behalf, it remained your responsibility
to ensure that balance was satisfied, whether by the third party or yourself.

We
certainly appreciate your loyalty and enthusiasm for the brand. However, we are
unable to make goodwill or courtesy adjustments to the information we have
furnished to the consumer reporting agencies., not even for customer loyalty or
a prior history of timely payments. BMW Financial Services cannot instruct the
consumer reporting agencies to remove derogatory information unless we find our
reporting of an account to be inaccurate.

Given
our investigation’s findings, we are unable to change the way we are reporting
your account history to the consumer reporting agencies. As a result of your
dispute, we will provide an update to the consumer reporting agencies to
reflect the results of our investigation.

If
you have any further questions regarding the credit reporting of your account,
please contact us in writing at the mailing address listed on this letter.

Yours
sincerely,

BMW Financial Services NA, LLC
Customer Answer
Date: 05/30/2025
Dear BMW Financial Services NA, LLC,

Thank you for your response regarding my Better Business Bureau complaint. However, I must reiterate that the primary responsibility for this situation lies with BMW Financial Services due to significant failures in your notification and account management processes.

Despite your claims of mailing notices and leaving voicemails, I did not receive any effective communication about the outstanding debt. As I have documented, I was no longer residing at the 128 Benford Lane address during the period your correspondence was sent, and I have provided supporting documentation to verify my change of address. Mailing notices to an outdated address, without confirming receipt or making additional efforts to reach me, does not fulfill your obligation to properly notify customers of critical account issues.

Most notably, when I entered into a new lease agreement with BMW after the total loss of my previous vehicle, your representatives failed to inform me of any outstanding balance on my prior account. This was a clear opportunity for BMW to notify me directly, yet no mention was made at any point during the leasing process. Had I been notified at that time, I would have resolved the matter immediately, as I have always maintained an excellent payment history and promptly addressed any financial obligations.

Additionally, after speaking with BMW about the situation, I contacted my insurance company to clarify my responsibilities. I was informed by the insurance company that the other party involved in the accident would be responsible for the remaining debt. This understanding was based on direct communication with both BMW and the insurance provider, and it contributed to my belief that the account had been settled in full. This appears to be a combination of misunderstanding and miscommunication, for which I do not believe I should be penalized.

I only became aware of the outstanding balance after discovering a derogatory mark on my credit report through my own monitoring efforts—not through any outreach from BMW. I paid the balance in full as soon as I learned of it. This negative entry is a direct result of BMW’s failure to notify me, both through mail and during the subsequent lease transaction, as well as the confusion caused by the insurance process—not any neglect or unwillingness to pay on my part.

Given these facts, I respectfully request that BMW Financial Services acknowledge its role in this communication failure and remove the derogatory remark from my credit report. The negative entry does not accurately reflect my intent or payment behavior, but rather the result of your company’s inadequate notification and account management, combined with miscommunication from the insurance process.

Thank you for your attention to this matter. I look forward to your prompt response and a resolution that accurately reflects the circumstances.

Sincerely,

****** *****
*** ******* ***
******** ** *****
***** ********
**********************
Initial Complaint
Date:05/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern: I am writing to formally address a matter concerning my recent attempts to secure financing for a BMW i7.
I initially placed a security deposit with BMW of Las Vegas to reserve the vehicle. Subsequently, I was informed by *** ** ******** **********, that they could offer a more competitive financing arrangement. With that understanding, I authorized *** ** ******* *o initiate a credit application.
However, due to a security freeze I had previously placed on my Experian credit report, they were unable to access the necessary information. I promptly lifted the freeze, yet *** ** ******* still encountered issues retrieving my Experian file. As a result, they informed me that they were unable to proceed with the application process.
Following this, I re-engaged with *** ** *** ***** to continue the transaction. Upon their attempt to run my credit, I was informed that BMW Financial Services had placed a red flag or alert on my credit profile, thereby impeding the financing process.
I am formally requesting that this matter be investigated and that any adverse notations or flags placed on my profile by BMW Financial Services be immediately removed. This situation has caused unnecessary delay and frustration, and I expect it to be resolved without further complications.
Please confirm receipt of this communication and provide a timeline for resolution.
Business Response
Date: 05/20/2025
Dear ****** *******:

Thank you for
giving us the opportunity to address your credit application-related issues through the Better Business
Bureau complaint process. We hope the following information and explanation
will answer the issues addressed in your complaint.

Our records
indicate we received the following applications in your name:
-              On May 6, 2025, for a BMW 530i
submitted by *** ** *******
-              On May 7, 2025, for a BMW i7
submitted by *** ** *** *****
Upon
receipt of each application, we applied the same underwriting standards we
apply to all applicants and determined we were unable to proceed with an
approval for the following reasons:
-              Limited credit experience
-              Delinquent past or present credit
obligations

Our
credit team has reviewed your application and confirmed neither of these
decisions were made as a result of an error or credit freeze. Both decisions
were made in compliance with applicable laws and regulations. Internal data
regarding our credit deliberations is not made available for review by
consumers. BMW Financial Services does not delete or alter the records we keep
regarding applications we have received and considered. While we regret any
disappointment you may feel, our decisions regarding these applications remain
unchanged.

If
you have any further questions about these applications, or to request a copy
of an application, please contact the relevant BMW Center directly.
Yours
sincerely,

BMW Financial Services NA, LLC
Customer Answer
Date: 05/20/2025
Dear BMW Financial Services,
Thank you for your response to my BBB complaint and for taking the time to address the recent credit application denials.

However, I must respectfully disagree with the reasoning provided in your response. The stated basis for denial—"limited credit experience" and "delinquent past or present credit obligations"—does not align with my current credit standing. I maintain a solid credit history, free of delinquencies, and have successfully obtained credit in the past without issue. If there are specific derogatory items in my credit file that led to these decisions, I ask that you identify them so I may investigate and address any possible inaccuracies.
In addition, I find it concerning that BMW of Las Vegas informed me I had been “red flagged,” yet your response makes no mention of this designation or what it entails. If this internal label influenced the outcome of my applications, I believe I am entitled to a clear explanation and the opportunity to dispute or correct any erroneous information that may have led to such a classification. It raises the question of whether both applications were truly evaluated independently and fairly.
Moreover, the nearly identical denials from two separate dealerships submitted on consecutive days suggest that these decisions may not have been based solely on the merits of each application, but rather on an internal status or flag that was applied without proper justification or notice.
While I understand internal deliberations are not typically shared, I respectfully request further clarification on what specific data or flags may have influenced these decisions and what steps, if any, can be taken to resolve the matter or appeal the outcome.
I remain open to a constructive dialogue and resolution.

Sincerely,
****** *******

Business Response
Date: 05/27/2025
The customer has also submitted this request through the CFPB, case number ***************. Our response remains the same. BMW Financial Services is unable to address what a dealership may have meant by "red flag" as that is not terminology BMW Financial Services utilizes, so any questions regarding that should be addressed to the dealership in question.
Initial Complaint
Date:04/29/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My car that I sold privately somehow was turned into a BMW dealer as a lease return I sold it privately they did that so they wouldn’t have to return my $4000 mileage purchase extra
Business Response
Date: 05/07/2025
Dear ******* **********,

Thank you for
giving us the opportunity to address your issues regarding your account through the
Better Business Bureau complaint process. We hope the following information and
explanation will answer the issues addressed in your complaint.

We value your feedback as it can help improve our
processes, which ultimately will improve our customers’ experiences. As you were
advised during multiple calls with our representatives, BMW Financial Services NA, LLC
will not honor payoffs on lease accounts received from third-party dealerships. In accordance with the terms of
your enclosed Motor Vehicle Lease Agreement (Lease Agreement), you may either
purchase your leased vehicle or return or trade-in the vehicle to an authorized
BMW Center.

We
can confirm a payoff was received from ******** ** ********* on October 31,
2024. However, as we do not accept third-party dealership payoffs, the payoff
was returned to ******** ** ********* the same day. Then on November 13, 2024 a
payoff from Park Avenue BMW was received and credited to your account. Although
the payoff left a $20.00 remaining balance for a returned item fee, as a
courtesy, BMW Financial Services elected to close account with a $0.00 balance
due on December 5, 2024.

Your further
request a refund of $4,044.70 for the additional 16,493 miles you purchased on
March 25, 2024. A review of the Lease Agreement
confirms you elected a mileage allowance of 41,130 miles over the scheduled
lease term. Therefore, your updated allowable mileage became 57,622. Our
records indicate your vehicle was returned with 70,341 miles. Please note, you
were not charged for the 12,719 in excess mileage, as such, no refund is due. Pursuant
to Section 11 of the Lease Agreement, any mileage in excess of the total
allowance is subject to a charge of 25 cents per mile as stated in your
correspondence. A copy of your Lease Agreement, payoff quote, third-party
dealership payoff letter, returned payment letter, and maturity bill have been
enclosed for review.

We are committed to providing you with
the highest level of service. If you have any questions, please contact us at

###-###-####, Monday through Thursday, from 9:00 a.m. to 9:00 p.m.
ET and Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address
listed on this letter.

Yours
sincerely,

BMW Financial Services NA, LLC
Initial Complaint
Date:04/22/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am disputing a negative collection account reported by BMW Financial Services related to a returned vehicle lease (account **********).
I turned the car in on time and in good condition. I was unaware of any outstanding balance at the time and was not billed or contacted for payment. Months later, I received a collection notice for a small post-lease fee (approx. $1,000) that had never been properly invoiced. I paid the fee upon notice, but the damage to my credit had already been done.
This was not a case of willful nonpayment, but a breakdown in BMW’s internal billing and notification process. I’m requesting that this collection be removed from my credit report entirely.
Business Response
Date: 04/29/2025
Dear Mr. ******:

Thank you for
giving us the opportunity to address your issues regarding credit reporting through the
Better Business Bureau (BBB) complaint process. We hope the following
information and explanation will answer the issues addressed in your complaint.

In
an effort to resolve your request, we researched your account and verified your
account was reported as a Collections account beginning in August 2024.
Following the return of your leased vehicle, we mailed the enclosed Vehicle
Return Statement dated September 1, 2023, to the mailing address you provided
to us for your account. The statement detailed the end of lease charges you
owed in the amount of $1,149.69 in accordance with the terms of your Motor
Vehicle Lease Agreement (Lease Agreement.)
The statement was due immediately, but we do not report the balance as
Collections so long as it is satisfied prior to 365 days from the statement’s
issuance. When we did not receive the payment within that grace period, we
accurately reported the account as a Collections account effective August 31,
2024.

Outbound
contacts related to past due balances are a courtesy and are not a requirement
prior to reporting the account history the consumer reporting agencies. Nonetheless,
our records show we attempted multiple courtesy calls and courtesy emails to
the telephone number and email address on file for your account. Additionally,
we mailed the enclosed balance due reminder and two settlement offers to the
mailing address provided to us for your account. Your BBB complaint references
a different mailing address, but please note that if your address changed, it
was your responsibility to ensure that we were provided with a current address.
Leaving an outdated address on file does not invalidate the contractual
obligation to pay balances owed under the terms of the Lease Agreement in a
timely manner.

Given
our investigation’s findings, your correspondence does not provide sufficient
justification to change the way we are reporting your account history to the
consumer reporting agencies under the guidelines and regulations we are
required to follow as a Data Furnisher. As a result of your dispute, we will
provide an update to the consumer reporting agencies to reflect the results of
our investigation.

If
you have any further questions regarding the credit reporting of your account,
please contact us in writing at the mailing address listed on this letter, as
disclosed on your monthly Account Statement.

Yours
sincerely,

BMW Financial Services NA, LLC
Customer Answer
Date: 04/29/2025
While I understand their position regarding the contractual obligation to pay post-lease charges and to update my address, the circumstances here still warrant a reconsideration. I returned the vehicle in good condition and did not reside at the address where they claim to have sent the billing and reminders. I had no vehicle with BMW, no ongoing relationship, and no indication that a balance was due—until I received a collection notice many months later.
Yes, I understand it’s technically my responsibility to update my address. But the reality is that I had turned in the vehicle, moved, and had no expectation of further activity on the account. BMW made no effort to contact me through alternate methods (such as email or phone, both of which they had on file), despite claiming they sent “courtesy” attempts.
This was not willful nonpayment. The debt was paid in full immediately once I was made aware. The hit to my credit is disproportionate and punitive, especially for a relatively minor lease-end fee of just over $1,100. I’m simply asking for a goodwill removal of the negative mark. The account is closed and paid, and no harm was done to BMW.

I respectfully request that BMW reconsider this as a good-faith gesture, not because they’re obligated, but because it’s the right thing to do under the circumstances and good busienss practice. Thank you.

Regards,

****** ******
Initial Complaint
Date:03/26/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been faithfully paying without missing any payment to BMW Financial services since July 2022. I have been charged a late fee every month & reported late to the credit bureau since February 2023. A double payment was made, one was returned by my bank. This doesn’t make my account delinquent, as another payment was made the next due date.
I have proof of all my payments coming out of the same checking, leaving an almost 3 year paper trail.
BMW Financial is reporting to the credit bureaus that I am late every month since 2/2023 having 30 to 60 to even 90 day past due marks on my credit report.
if I have proof that I am paying you consistently for years, there’s no reason that it should not reflect on my credit. It’s impossible that my account is behind and/or past due. I need this to be updated on my credit to show my account as CURRENT. As a current BMW Financial services account holder, this entire process has made me decide to NEVER finance with BMW Financial again. I will be trading my car to get a finance contract that is fair, from a company that has better customer service.
Business Response
Date: 04/03/2025
Dear Ms. ****:

Thank you for
giving us the opportunity to address your issues regarding credit reporting through the
Better Business Bureau complaint process. We hope the following information and
explanation will answer the issues addressed in your complaint.

In
an effort to resolve your request, we researched your account and verified your
account was reported as 30-59 days past due on 11 occasions and 60-89 days past
due on 12 occasions. Enclosed for your review is a payment delinquency
statement detailing when your payments were due and satisfied.

BMW
Financial Services reports information to the consumer reporting agencies in compliance
with all applicable regulations and guidelines. Under those guidelines, an
account is reported current during a given month if a payment is received
within 29 days of the payment due date. If you have evidence to support your
dispute, such as bank statements indicating your payments were made in a timely
manner, you may submit the documentation to us at the mailing address listed on
this letter, attention Credit Disputes, and we will be happy to reinvestigate
your dispute.

In
the absence of such documentation, your correspondence does not provide
sufficient justification to change the way we are reporting your payment
history to the consumer reporting agencies. As a result of your dispute, we
will provide an update to the consumer reporting agencies to reflect the
results of our investigation.

If
you have any further questions regarding the credit reporting of your account,
please contact us in writing at the mailing address listed on this letter, as
disclosed on your monthly Account Statement.

Yours
sincerely,

BMW Financial Services NA, LLC
Initial Complaint
Date:03/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Business is reporting false information on my credit profile. The car was totaled insurance paid for the car .
Business Response
Date: 04/03/2025
Dear ****** **** ********:

Thank you for
giving us the opportunity to address your issues regarding how we are reporting your
payment history to the consumer reporting agencies through the Better Business
Bureau complaint process. We hope the following information and explanation
will answer the issues addressed in your complaint.

In
an effort to resolve your request, we researched your account and verified your
account was reported as a collections account beginning in the month of April
2020 prior to its being deemed uncollectable on May 3, 2024.

Our records
indicate the above referenced account was deemed a total loss on March 21, 2019
by ***** Insurance. On April 12, 2019, we received a payoff check from ***** in
the amount of $18,360.02, which was short of the required payoff by $6,946.78.
We then submitted the remaining balance as a claim to your Total Loss
Protection Plan (GAP). On July 18, 2019, a payment was received in the amount
of $289.43, leaving an unpaid balance of $6,657.35. On September 3, 2019, GAP
concluded the claim and paid an additional $5,743.62, leaving an unpaid balance
of $913.73. On September 30, 2019, a
refund was received from your cancelled warranty products for $309.99, leaving
an unpaid balance of $603.74.

On February 4,
2020, a balance due letter was sent to you, which indicated your GAP claim
concluded and all proceeds have been applied and the remaining outstanding
balance was $603.74. During the normal course of our business cycle, we placed
your account with third party collection agencies.

Following an
insurance payoff, we provide a 365-day period in which your account balance was
reported as an open balance on a terminated account. Should any portion of the
balance remain unpaid 365 days after the account is paid off, the balance would
be reported as a collections balance on a terminated account.

Due
to non-payment the above referenced account was closed as uncollectable on May 3,
2024. In accordance with Internal Revenue Service (IRS) guidelines, we issued a
Form 1099-C, Cancellation of Debt, on January 3, 2025 for the Tax Year of 2024.
Neither the cancellation of your debt nor the collection of taxes on the
cancelled balance by the IRS is grounds to alter or remove the accurate data we
have furnished regarding this account’s history.

If you have any further questions
regarding the credit reporting of your account, please contact us in writing at
the mailing address listed on this letter, as disclosed on your monthly Account
Statement.

Yours
sincerely,

BMW Financial Services NA, LLC

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BMW Financial Services NA, LLC is NOT a BBB Accredited Business.