Auto Art

Complaint: ***
I am rejecting this response because: My wife was told the payment will not be late. I do appreciate the response. However, im about to renew my lease with BMW. It us unfair to get lower tier pricing due to the late payments. Can anything be done about this?

Dear Mr***: Thank you for giving us the opportunity to address the assessed end of lease charges through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint We regret to learn of your
experience with your BMW center, Open Road BMWBMW Financial Services NA, LLC is a separate and independent financing entity from the manufacturer, BMW of North America, LLCWe can only address issues dealing with your Motor Vehicle Lease Agreement (Lease Agreement) or your account with usAll issues pertaining to the performance and/or maintenance of the vehicle, as well as service provided by your BMW center, are handled by BMW of North America, LLCAccordingly, we encourage you to contact the Customer Relations department of BMW of North America directly at ###-###-#### to address your complaint BMW Financial Services encourages our customers to have pre-inspections performed prior to the return of their leased vehicleThis allows our customers the opportunity to repair the vehicle using their insurance, and/or a trusted body shop that may be able to repair the damage at a reduced cost. Section of your Lease Agreement states “If I do not purchase the vehicle, I agree to return it to the place you specify with all parts and accessories in good working orderUpon return, I agree to complete and sign an odometer disclosure statement and a vehicle inspection report, which may be used in determining any excess wear and use and/or excess mileage.” Unfortunately, we did not receive an inspection from Open Road BMWSince one was not done beforehand, we must rely on the inspection performed at the auction location, Manheim New JerseyPlease be advised that Manheim New Jersey does not receive any additional financial compensation based on the amount of wear and tear to a vehicleWe have enclosed a copy of their inspection report for your review In accordance with Section of your Lease Agreement, you agreed to pay for any costs related to excessive wear and useThis section lists examples of what is considered excessive wear and use, including inoperative electrical parts, scratched or pitted glass, and scratched body parts, paint, trim or grill workAs you can see from the previously sent inspection report, the items for which you are being charged are stipulated in your Lease Agreement Excess wear and tear charges are determined by the size of the damagewear and tear is designated as damages that measure smaller than two inchesDamage that is larger than two inches but smaller than four inches is considered small and billed at $per instanceDamage that measures four inches or more is considered large and billed $per instanceThe inspection revealed large damages to the front and rear bumpers plus the right quarter panel The amount of the disposition fee is disclosed in Section and further discussed in sections and of your Lease AgreementThe fee helps cover the costs incurred in transporting the vehicle to an auction, preparing it for sale and paying the auction feesAs a loyalty reward, the fee was waived since you leased your next new BMW through BMW Financial Services within six months of the end of your lease After reading your letter and reviewing the account, we have removed the deck lid charge of $plus tax, due to poor inspection photographic evidenceHowever, we feel the remaining charges are fair, valid, and should not be waivedAs of the date of this letter, the balance on your referenced account is $1,We have enclosed an updated Account Statement for your records In the spirit of maintaining good customer relations, we will agree to accept a settlement in full on your referenced account of $This payment must be received by BMW Financial Services on or before December 16, Failure to comply with the above arrangements makes this settlement agreement null and voidPlease direct your check in this amount (with your account number in the memo section of your check) to the address listed below: BMW Financial Services PO Box Louisville KY 40290- BMW Financial Services prides itself in offering premium customer serviceWe regret your lease end experience did not meet your expectationsWe hope our resolution has restored your faith in BMW, and we look forward to the opportunity to serve your vehicle financing needs well into the future We are committed to providing you with the highest level of serviceIf you have any questions, please contact us at ###-###-####, Monday through Thursday, from 9:a.mto 9:p.mET, and Friday, from 9:a.mto 6:p.mETYours sincerely, Jessica R*** End of Term Account Specialist BMW Financial Services NA, LLC enclosures: Lease Agreement inspection Account Statement

Dear Ms***: Thank you for giving us the opportunity to address your issue regarding lease end charges through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint BMW Financial
Services encourages our customers to have inspections performed prior to the return of their leased vehicleThese inspections can be performed up to days prior to turn inThis allows our customers the opportunity to repair the vehicle using their insurance, and/or a trusted body shop that may be able to repair the damage at a reduced cost As established in Section of the Motor Vehicle Lease Agreement (Lease Agreement), upon return of the vehicle, the customer agreed to sign an odometer disclosure statement and vehicle inspection reportThe odometer disclosure statement and vehicle inspection report are used to determine any excess wear and use and/or excess mileage at the time your vehicle is returnedHowever, in the state of New York, dealerships are not permitted to perform a final inspection because the inspection must be performed by a New York State licensed inspectorAs a service to our customers, BMW Financial Services pays for a third-party inspection company, AutoVIN, to perform the final inspection, valid up to days before turn in of the vehicleWe are sorry AutoVIN did not have a convenient appointment time available for you Section of your Lease Agreement lists examples of what is considered excessive wear and use, including inoperative electrical parts, scratched or pitted glass, and scratched body parts, paint, trim or grill workAs you can see from the enclosed inspection report, the items for which you are being charged are in stipulated in your Lease Agreement Excess wear and tear charges are determined by the size of the damagewear and tear is designated as damages that measure smaller than two inchesDamage that is larger than two inches but smaller than four inches is considered small and billed at $per instanceDamage that measures four inches or more is considered large and billed $per instanceAccording to the inspection performed prior to the vehicle’s return, there was a large ding to the front and rear bumpers and multiple, smaller damages to the left rocker panelThe cost to replace one tire was $because the vehicle was returned with a mismatched, or non-run flat tire The disposition fee is a contractual fee disclosed in Section and further discussed in Section of your Lease AgreementThe disposition fee is assessed to compensate for the expenses of selling or otherwise disposing of the vehicleThese expenses may include vehicle cleaning and reconditioning costs, vehicle inspection fees, transportation costs, storage fees, auction fees, administrative costs and funding costs until the vehicle is finally soldWe make every attempt to advise our customers this fee may be assessed at the end of their lease and apologize this was a surprise to you at the end of your lease As a loyalty reward, the disposition fee is waived if you finance or lease your next new or certified pre-owned BMW financed through BMW Financial Services either two months prior or within six months after the end of your lease term, but will not be waived Our records confirm the vehicle was returned with 23,miles, 6,miles less than the allotment established in your Lease AgreementAlthough the vehicle was returned under the mileage allotment, you are not eligible for a loyalty credit as you did not enter into a new financing agreement with BMW Financial Services We understand your dissatisfaction with the end of lease charges; however, collecting all valid charges ensures we can continue to provide our customers with the high level of service they expect and deserve from their financing providerBMW Financial Services prides itself in offering premium customer servicePlease accept our apology if we did not meet your expectations. To close your account, please direct your check (including your account number in the memo section of the check) for $1,to: BMW Financial Services PO Box Louisville KY 40290- We are committed to providing you with the highest level of serviceIf you have any questions, please contact us at (800) 398-3939, Monday through Thursday, from 9:a.mto 9:p.mET, and Friday, from 9:a.mto 6:p.mET Yours sincerely, Jessica G*** End of Term Account Specialist BMW Financial Services NA, LLC enclosure: Lease Agreement

There is an issue with the BMW payment website not posting payments on time or being unavailable

Dear Mr***: Thank you for allowing Alphera Financial Services the opportunity to respond to your complaint submitted through the Revdex.com complaint processWe trust the following information and explanation will address your most recent concerns Mr***, we apologize for any miscommunication regarding the release of your TitleYour final payment posted to your account on May 10, 2016, and your Title was mailed to your billing address on May 12, in accordance with Georgia lawAdditionally, the $1,balance you referenced in your complaint was likely the Past Due Amount of $1,listed on your final Account StatementHowever, the Past Due Amount on your Account Statement did not account for interest accrued between your maturity date of April 25, and your final payment on May 10, We hope have sufficiently resolved your concernsIf you have any additional questions, please contact me, Paul I*** at ###-###-####, Monday through Friday, from 8:a.mto 5:p.mET, or by mail at either address listed on this letter

Thank you for giving us the opportunity to further address your concerns regarding how we have reported your payment history to the credit reporting agencies through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your rejection
BMW Financial Services takes the privacy of our customers very seriouslyWe sincerely apologize for inaccurately reporting your account history and for any mail sent to the incorrect account holderThe clerical error resulted in part from a customer with a similar name also purchasing a vehicle from BMW of ***It was not a clerical error in the operations and day to day business handled in our customer services centerThrough our investigation we determined your private information was not disclosed to Mr*** *** and your association with account *** has been removed
In your original complaint you also requested credit monitoring as part of your desired settlementPursuant to your request BMW Financial Services agreed to cover the cost of enrollment in a credit monitoring serviceA $check was issued to your billing address, allowing you flexibility in your choice of servicesAdditionally, a credit of $was applied to your account on September 17, as a gesture of goodwill. We apologize if you were insulted by this gesture and regret you were not satisfied with our initial response
If you have any questions, please contact me, Paul I*** at (800) 578-5000, Monday through Friday, from 9:a.mto 5:p.mET, or by mail at either address listed on this letter

I am rejecting this response because:What I would like to see is better communication and transparency during the lease signing processAs far as I knew and was aware, I entered into a 2yr/20k mile leaseOn top of that I pre-purchased 10k miles since that is what my past driving record indicated I would needI did not consider the 10k extra to be part of the original milesWhen I started being informed of this definition of the remaining mileage (as I looked into the tuprocess), I was quite surprisedIt's quite possible somewhere in the find print this was spelled out but I certainly did not see itI'm frankly disappointed in this practice - leaves me with a very bad impression of BMW FS practices especially since when I was purchasing the extra miles, I was told (yes, I'm sure this is a salesperson tactic and certainly not written so no obligation on BMW FS) that unused miles could "probably" be transferred to a new lease if I chose that route.
Regards,
*** ***

I am rejecting this response because I am very disappointed with your customer service I know you do not care, but I will never purchase or lease another BMWI plan to sue BMW if my information is ever commingled againShame on you

Dear Ms***: Thank you for allowing BMW Financial Services the opportunity to respond to your recent complaint submitted through the Revdex.com regarding how we have reported your payment history to the credit reporting agenciesWe hope the following information and
explanation will assist you In an effort to resolve your most recent request, we researched your account and verified one payment was received 30-days past dueThe payment due December 20, was received days past due on January 20, Ms***, we have not received the bank letter requested in our February 25, responseUnfortunately, without verification of the fraudulent activity, your correspondence does not provide sufficient justification to remove the delinquency from your credit report under the guidelines and regulations we are required to follow as a Data Furnisher To further research your request, we require a letter from your bank referencing the dates your account was compromised, as well as the results of their investigationWe require confirmation your payment of $would have successfully posted on January 15, had the fraudulent activity not occurredPlease ensure to include your BMW Financial Services account number along with the name, title and telephone number of a bank representative authorized to verify the information providedYou may provide the requested information to us by fax at ###-###-#### or by email at *** We have enclosed a copy of our February 25, response for your reviewIf you have any questions, please contact me, Paul I*** at ###-###-####, Monday through Friday, from 8:a.mto 5:p.mET, or by mail at either address listed on this letter Yours sincerely, Paul I*** Senior Account Specialist BMW Financial Services NA, LLC enclosure: February 25, response

Dear Mr***:
Thank you for giving us the opportunity to address your issue regarding your remaining balance through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint
On December 16,
you made a payment on the automated system for $2,376.95, and we did issue the title, however, your payment came back insufficient funds after the title was releasedWe had telephone conversations with you regarding the returned payment on January 8, and January 10, At those times you indicated you would check your bank records and call back; we did not receive a call back
Ultimately, since we had not heard back from you based on those conversations, we ordered a replacement title and once that arrived to our offices, we placed the vehicle out for repossessionUpon review of the account and the title, we decided to close the repossession on April 16, We have confirmed the local agent has not been to the property since the repossession was closed
Upon further review of your account and your calls to our office, you have claimed the local repossession agent had suffered a broken arm and had to be removed from your property by the local police department on several occasionsWe have contacted the local agent to discuss your claims with them and they have indicated that no such instances have occurredIf you have police reports or incident reports to send in for review, please fax them to *** *** or e-mail them to ***
Additionally, we had sent a letter on April 17, requesting the balance in full for the replacement of your returned payment along with the fees associated with the returned paymentYou had indicated you received the letter on April 18, 2015, during your recent conversation with our representativeAs a reminder, Mr***, the balance needs to be paid with certified funds no later than April 27, The Western Union Quick Collect instructions are on the lower left portion this letter and on the letter received
If you have any questions, please contact a Recovery Specialist, at *** ***, Monday through Friday, from 9:a.mto 5:p.mET, or by mail at either address listed on this letter
Yours sincerely,
*** ***
Recovery Specialist
BMW Financial Services NA, LLC

Dear Mr***:
Thank you for giving us the opportunity to address your complaint regarding how we have reported your payment history to the credit reporting agencies through the Revdex.com complaint processWe hope the following information and explanation will answer the issues
addressed in your complaint
MINI Financial Services is committed to reporting account information to the credit reporting agencies regarding the payment experience we have with our customersAs you know, one payment was received or more days past dueThe payment due on November 22, was received days past due on December 29,
Your complaint alleges a delay by MINI Financial Services in assisting your insurance provider with the resolution of your insurance claim caused the payment to be past dueOur records confirm we were notified the vehicle was deemed a total loss on December 3, We faxed the necessary valuation documents to your insurance provider on December 4, Additionally, we can confirm we spoke with you on December 4, During this conversation you were advised you were responsible for payment until the payoff was received from your insurance company and you were advised of our reporting guidelinesOn December 17, 2015, your insurance company contacted MINI Financial Services to request an email copy of the valuationYour insurance company was provided the information requested on December 17, from our Associate. A completed valuation was received from your insurance provider on December 23, 2015, at which time a letter of guarantee was provided so the payoff could be remitted.
We can confirm a payment was posted to your account via our EasyPay system on November 22, This payment was returned by your bank on November 30, as a stopped paymentA payment was also posted on December 22, via EasyPay and was subsequently returnedWe have record you contacted us on December to discuss the refund of the payment you posted as well as discussing with you the timing of this paymentWe have no record of a joint telephone call with your insurance company
As a financial services provider we are required to report payment histories pursuant to established guidelinesWe have made the decision to report to the credit bureaus and report all of our customers based upon the same criteriaMINI Financial Services does not instruct the credit bureaus to remove derogatory information unless our reporting of the account information is inaccurateBecause we have no evidence indicating our reporting of your account is not accurate, we are unable to accommodate your request to remove the delinquency from your credit reportWe are not permitted to remove a delinquency as a courtesy, or due to brand loyalty
If you have any questions, please contact me, Kaylan L*** at (800) 578-5000, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter
Yours sincerely,
Kaylan L*** Senior Account Specialist
MINI Financial Services

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI stil feel like the charge is not appropriate at all but will pay the $to just move oni also still believe this business does not deserve an A+ as this is clearly still unfair practice - I have returned way worse cars to other companies under lease and have not been charged many times in the pastThey are clearly abusing the term excess charge
Regards,
*** ***

Dear Mr***:Thank you for allowing BMW Financial Services the opportunity to respond to your complaint submitted through the Revdex.com complaint process regarding your missing paymentWe hope the following information and explanation will answer your request.Mr***, we sincerely
apologize for your frustrationUnfortunately, we were unable to confirm receipt of the additional $1,missing from your bank accountHowever, our notes indicate you contacted BMW Financial Services on April 28, and advised your bank was able to locate the missing paymentIf your April 28, conversation did not fully resolve the issue or if you have any additional questions regarding your payments with BMW Financial Services, please contact me, Paul I*** at (614) 789-7440, Monday through Friday, from 8:a.mto 5:p.mET, or by mail at either address listed on this letterBest regards,Paul I*** Senior Account SpecialistBMW Financial Services NA LLC

Thank you for giving us the opportunity to address your identity theft claim through the Revdex.com complaint processWe hope that the following information and explanation will answer the issues addressed in your complaint We have previously researched your identity theft
claim and determined the account was not opened as a result of identity theftOur records indicate we issued a response to a previous fraud claim on September 30, advising you we determined your account was not fraudulently openedIn addition, your indirect disputes with the credit reporting agencies, whereby temporary blocks were placed on your tradeline, were all overturned as a result of our investigations and documentation Mr***, our response remains unchangedAfter reviewing the history of your account, the documents you have provided directly and indirectly, we are unable to confirm your account was established without authorization and you are therefore responsible for the $19,deficiency balance that remains on your accountConsequently, we cannot remove the account, or tradeline, from your credit report as it is valid and accurate If you have any questions, please contact me, Janeen M*** at ###-###-####, Monday through Friday, from 9:a.mto 5:p.mET, or by mail at either address listed on this letter Yours sincerely, Janeen M*** Suspicious Activity Reporting Specialist BMW Financial Services NA, LLC

I am rejecting this response because: First of all, the check has been returned to my bank and the account has been paid in full Second, my bank was provided the wrong information in where to send the check to Finally, if my business received a check and did not know where to apply a payment, I would immediately return it to the sender Consider this issue CLOSED Thank you Revdex.com
Regards,
*** ***

Dear
Mr***:
Thank you for allowing BMW Financial
Services the opportunity to respond to your recent complaint submitted to the RevDex.com (Revdex.com) regarding how we have reported your payment history to
the credit reporting agenciesWe hope the following information and
explanation will answer the issues addressed in your rejection to our previous
response
Mr***, after further
review of the events and situations surrounding the disputed payment, we have
determined you made a reasonable attempt to payPursuant to your request, we
have provided updated information to ***, ***, ***, and *** to remove the December delinquency from your credit reportWe have
reported zero payments were received greater than days past due, and your
account is current and active
Typically it takes the credit
reporting agencies no longer than ten days to update their records upon receipt
of our updateWe ask customers to refrain from submitting direct disputes with
the credit reporting agencies to prevent any delay with our automatic update
and to allow up to days for all of the credit reporting agencies to change
the information in their systemsIf you need assistance with any lending while
your file is being updated by the credit reporting agencies, they may send a credit
verification request by fax to (800) 820-Please include your signed
authorization with their request
We are committed to providing
you with the highest level of serviceIf you have any questions, please
contact me, Paul I***, at (614) 789-7440, Monday through Friday, from 8:
a.mto 5:p.mET, or by
mail at either address listed on this letter
Best regards,
Paul I***
Senior Account Specialist
BMW Financial Services NA, LLC

Dear Mr***:
Thank you for allowing BMW Financial Services the opportunity to respond to your recent complaint submitted to the Revdex.com regarding the above referenced accountWe hope that the following information and explanation will answer the issues addressed in your complaint
As stated previously in our response to you Mr***, pursuant to the terms of the Retail Installment Contract (Contract), this Contract was in defaultThere was no attempt to refinance this vehicle into a family member’s nameDue to the default in the Contract, we will not reimburse the Estate for repossession or storage fees
You will need to contact *** ***, Incto file a complaint on their agents for any items you stated were wrongfully taken from the carTheir contact number is ###-###-####
If you have any questions, please contact me, Mike K*** at ###-###-####, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter

I am rejecting this response because:BMW Financial Services is "Legally (through fine-print loopholes)" taking from me an amount of money that BMW does not need NOR it deserves.If the way of doing business for BMW-Financial services is to take advantage of its customers, using embedded fine print in their contracts, then when the time comes to lease my new vehicle, BMW won't receive even the slightest consideration, no matter how good their cars are, and I will make absolutely sure that every forum, and every BMW related public medium, is aware of the "fin-print-shenanigans" that BMW employs to take advantage of their customers, even their repeat customers
Regards,
*** ***

Dear Ms***: Thank you for giving us the opportunity to address your concern regarding the
payoff of Emmett *** account through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint Ms***, we are in receipt of the letter from ** *** and your *** *** (***) screenshot indicating *** *** *** check was delivered to ** *** on April 5, Both documents indicate your check was delivered to a ** *** location in Oshkosh, WisconsinWe regret to inform you our payoff address is in Chicago, IllinoisWe cannot advise from where your *** *** obtained the address in Oshkosh, as it is not affiliated with Alphera Financial ServicesOur records confirm *** *** *** called on March 10, 2017, to request payoff instructions, however, they were unable to verify the required information under our privacy guidelines in order for us to assistWe did not receive another request for payoff instruction after March 10, We are unable to comply with your requests to return the check to *** *** ***, or to confirm the account has been paid in fullAt this time, the account is still active and payments will continue to become due until the full balance is receivedWe recommend contacting ** *** directly to request assistance with the return of the checkFor your convenience, we have enclosed an updated payoff quote with proper mailing instructionsWe hope these documents will fully assist you Ms***, your complaint also references your ability to call and request information on Mr*** accountOur records confirm we received your Power of Attorney on March 13, 2017, and added you as an authorized party accordinglyPlease keep in mind each time you call, you are required to verify certain information under our privacy guidelines either through the automated phone system, or through a Customer Service AdvocateIf you are not able to verify the required information, we will not be able to provide assistance with account inquiriesWe apologize for any frustration this may cause If you have any questions, please contact me, Chelsea W*** at ###-###-####, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letterYours sincerely, Chelsea W*** Senior Account Specialist Alphera Financial Services enclosure: payoff documents

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** * *** ***