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Dear Mr. [redacted]:   Thank you for allowing BMW Financial Services another opportunity to respond to your recent complaint through the Revdex.com regarding your account. We hope the following information and explanation will address the comments made in your rejection.   Mr. [redacted], all charges, fines, and fees were billed in accordance with your Motor Vehicle Retail Installment Contract (Contract) and are valid. Your Contract provides a seven day grace period before a late charge may be assessed. 58 late charges were assessed as a result of your payments being received 8 or more days past the payment due date.   Please review Section 13 of your Contract, explaining a Simple Interest Contract. The Annual Percentage Rate (APR), Finance Charge, Amount Financed, and Total of Payments are listed under Section 3 of your Contract. The APR and Amount Financed are static; however, the Finance Charge and Total of Payments will differ should you deviate from the Payment Schedule listed in Section 4 of your Contract. Paying late or deferring payments will cause you to pay more than the Finance Charge listed on your Contract. Conversely, paying early or more than your Contractual amount will cause you to pay less than the Finance Charge listed on your Contract.   Your delinquent payment history resulted in additional finance charges and a larger final payment. As previously addressed, you provided your wife authorization to make changes to your account, which allowed her to change your payment due date. Moreover, your account status was regularly accessed through your My BMW online account when posting your payments. In addition to monthly past due telephone calls and emails, we also advised you and your wife of your account status on multiple occasions throughout the life of your account. Lastly, your payoff amount, payment due date, past due balance, and current balance were listed on each monthly Account Statement.   We trust our explanation answered your questions. If you have any additional questions, please contact me, Paul I[redacted] at ###-###-####, Monday through Friday, from 8:30 a.m. to 5:30 p.m. ET, or by mail at either address listed on this letter.   Yours sincerely, Paul I[redacted]  Senior Account Specialist  BMW Financial Services NA, LLC   enclosure:               Contract

Mr. G[redacted] from BMW was kind enough to share with us a detailed description of my payment history with BMW, and of the incident/accident that took place with my car.  However, non of that has anything to do with the issue at hand, which is that BMW is reporting my account status to the 4 credit agencies incorrectly.  He states that BMW sent an electronic update to the credit reporting agencies with an "E" indicator, I am not too sure if that was done in the past or after my complaint, because it is still showing with wrong indication on my report, as per attached.  I tried contacting Mr. G[redacted] and left him a voice mail, but I didn't here back.  He also states that my correspondence does not provide sufficient justification.  My correspondence that was sent to BMW originally had the proper documentation from the credit agency that BMW had asked me to send.  It is the same as what is attached to this message.  It show's that my as of now, my account is being reported as past due, and not that account was discharged.  That is what needs to be corrected.

You have successfully settled my complaint. I truly appreciate the assistance from your organization as the people at BMW financial simply did not want to listen to me.I can't thank you enough!!![redacted]

Dear Mr. [redacted]:BMW Financial Services has received your most recent rejection to our previous response submitted through the Revdex.com (“Revdex.com”) complaint process and your most recent complaint through the Consumer Financial Protection Bureau (“CFPB”) regarding the outstanding balance on your referenced account. Mr. [redacted], your most complaints through the Revdex.com and CFPB state [redacted] Products International (“[redacted]”) provided you with inconsistent explanations as to why your Guaranteed Asset Protection (“GAP”) claim was closed with no monies paid out. In our previous responses through Revdex.com and CFPB, we provided you with the explanations [redacted] issued in their responses to your complaints filed with the Revdex.com and Georgia Department of Law. These explanations are not inconsistent and both give the same reason your claim was closed with no payment. In its responses, [redacted] states your primary insurance carrier initially determined your vehicle was repairable and sent you a check for $2,799.17 to cover the repair of the damages. When they later deemed the vehicle non-repairable and a total loss, you were instructed to forward the repair check to the lienholder, BMW FS. Your primary insurance carrier then forwarded a check for $51,975.64 to BMW FS satisfy the payoff of the vehicle, minus the $2,799.17 that was to be sent to BMW FS. If BMW FS had received both checks as you were instructed, your account would have been paid current and these two payments would have paid the account off in full. However, we did not receive the repair check for $2,799.17 and therefore the second check did not pay the account in full. Because you failed to forward the $2,799.17 check as instructed, there is a deficiency balance of $990.03 on your account. You are responsible for this deficiency. Mr. [redacted], if the deficiency is not paid, your account will be reported to the credit reporting agencies as delinquent. If you do not wish your account to be reported as delinquent, please make payment in full as soon as possible.Yours sincerely, Allison C[redacted]Customer Correspondence Specialist BMW Financial Services NA, LLC

Dear Mr. [redacted]:   Thank you for giving us the opportunity to address your issue regarding amortization through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.   Mr. [redacted], interest...

accrues daily on your account, and accrues between payment dates. Interest accrues at a daily rate called a per diem, and this is calculated based on your current principal balance and annual percentage rate. Payments are first credited to accrued interest, and then to the unpaid balance of the principal. The per diem is then recalculated using the new principal balance, at which point the process will repeat itself until the next payment is received.   Additionally, each monthly account statement provides a summary of transactions since the last statement. This summary includes how payments have applied towards principal, interest, and other charges during the previous billing cycle. The last three payments we have received on your account break down as follows:   Date of Payment Payment Made Principal Portion Interest Paid Interest Days 8/19/2016                 Your account statement dated August 24, 2016 includes the payments received on July 29 and August 19, 2016, for a total interest paid equaling $164.96. Your account statement dated July 23, 2016 only reflects one payment, dated June 30, 2016. While your most recent account statement shows a higher amount of interest paid in this month compared to the previous, each payment has a lesser amount of interest being paid than the previous one.   For your records, we have enclosed the amortization schedule for your account. This table will show how each payment applied towards principal and interest, the per diem, days of interest accrual, and the principal balance after each payment.   We are committed to providing you with the highest level of service. If you have any questions, please contact me, Michael G[redacted] at ###-###-####, Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter. Yours sincerely, Michael G[redacted] Senior Account Specialist BMW Financial Services NA, LLC   enclosure: amortization schedule

I am rejecting this response because:
BMW's response to my complaint does not acknowledge that on December 14, 2015, a BMW representative granted verbal permission to ship our leased vehicle overseas. Further, in mid-September 2016, another BMW representative granted verbal permission to ship our leased vehicle overseas and requested that I provide documents in order to process an authorization letter from BMW to ship the vehicle overseas. If it is in fact corporate policy to deny requests to ship leased vehicles overseas, it makes no sense whatsoever to have me submit documents in support of a request that is against corporate policy. This reflects a severe lack of training among BMW representatives, which led to multiple BMW representatives providing incorrect information to customers verbally. Lastly, BMW representative Chelsea W[redacted] acknowledged that in BMW's records, she saw a record that BMW had in fact stated that I could ship my leased vehicle overseas on December 14, 2015, which directly contradicts BMW's response to my complaint, which reads "According to our records, no further information was provided to confirm you were approved to ship the vehicle to Germany."
Regards,[redacted]

Dear Mr. [redacted]:   Thank you for giving us the opportunity to address your issue regarding end of lease charges through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.   BMW...

Financial Services encourages our customers to have pre-inspections performed prior to the return of their leased vehicle. This 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.   BMW Financial Services tries to make the lease end process a pleasant experience for our customers. That is why we send out a packet approximately 90 days prior to the end of the lease term. This packet directs each customer how to access their personal website specifically designed for their individual BMW. This website explains in detail the end of term process, what is considered excess wear and tear, and the customer’s responsibilities and options, such as obtaining an inspection prior to turn in. This site would have clearly stated the size, grade, quantity and quality of the tires required to be on the vehicle. We regret that you did not receive this packet or were not aware of its contents.   Pursuant to Section 35 of your Motor Vehicle Lease Agreement (Lease Agreement), you agreed to pay for any costs related to excessive wear and use. This 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 work. As you can see from the inspection report, the items you are being charged are in stipulated in your Lease Agreement. We have enclosed a copy of your Lease Agreement for your review.   Excess wear and tear charges are determined by the size of the damage. Normal wear and tear is designated as damages that measure smaller than two inches. Damage that is larger than two inches but smaller than four inches is considered small and billed at $100.00 per instance. Damage that measures four inches or more is considered large and billed $400.00 per instance. According to the inspection performed prior to the vehicle’s return, there were scratches on two of the rims, specifically the left front and left rear rims that were four inches or larger. The cost to replace two rims was $400.00. We have enclosed a copy of the inspection for your records.   BMW Financial Services prides itself in offering premium customer service. We regret that your lease end experience did not meet your expectations.   We are committed to providing you with the highest level of service. If you have any questions, please contact us at (800) 398-3939, 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. Yours sincerely,           Jessica G[redacted] End of Term Account Specialist BMW Financial Services NA, LLC   enclosures:              Lease Agreement inspection

Thank you for your regurgitation of my payment history and the same BMW "is committed to reporting account information to the credit reporting agencies regarding the payment experience we have with our customers" rhetoric that I have received multiple times.  Perhaps it is necessary for BMW to understand why credit bureaus exist.  The credit bureaus ask that credit providers report missed payments to indicate the creditworthiness of an individual.  That is, if someone refuses or is unable to pay debts as they are due, that should be reported to credit bureaus so that the next creditor down the line can make an informed decision as to whether or not that individual is "worthy" of a loan / credit in the amount that individual is requesting.  The problem that I have here is that an error in the BMW payment and notification system is in no way indicative of my creditworthiness & therefore should not exist as a blemish on my otherwise untarnished report. I maintain that in June of 2015, I accessed the BMW online payment system & established an "Easy Pay" or automatic payment draft on my account.  By all experience that I have with the system (multiple previous vehicle loans paid in that method), it seemed as though I had properly set up auto pay drafts to be taken from my Wells Fargo account. I understand that your system shows that I was not successful in the establishment of that auto pay at this time in June. I had "set it & forgot it" as people expect to do with auto pay systems, as I knew I would be traveling abroad for the foreseeable few months. In August, I accessed my BMW account because I realized that the payment was not pulled from my account at the time I had requested that it be pulled. At the time that I made the payment on the My BMW account, the ONLY payment indicated that was due was the $650 for that month.  I at that point had NO indication from your online system that a payment had been missed the month before. If I had had such an indication, it would have been immediately paid. September & October payments were pulled from my account as expected, again with NO indication that the July payment was ever missed.  During this period, I had multiple encounters with BMW in which they could have informed me of this missed payment - via its own My BMW site & via the telephone automated system, neither of which indicated a past due balance.  I understand that BMW has an "obligation" to report payment "experience" to the bureaus, but it also has a legal requirement to ensure that it is not causing irreparable damage to its customers due to a fault of its own.  BMW is also under a legal obligation to inform its customers when said customer has missed a payment.  Any other creditor would have immediately picked up the telephone to call.  I understand that BMW maintains that (per its system, which I honestly do not trust at this point) it had sent emails to the email account it has on file.  I have no evidence (other than an "our systems indicate" message) to indicate that any of these emails were in fact sent, as I received no email indicating a missed payment. Per its own customer service representatives, no telephone calls were made; that customer service representative was expressly "shocked" that I hadn't received any phone calls during the "missed payment period." I otherwise had absolutely no communication from BMW regarding the missed July payment.  If I had, I would have immediately paid the amount due.  In fact, as soon as I realized that the payment was missed (thanks to my credit report, not due to a BMW communication), I immediately remedied. Again, in reading through other Revdex.com complaints against BMW, I noticed that at least three of us had issues with the BMW auto payment system around Summer 2015 that has caused damage to our credit reports.  Three people is enough for a class action lawsuit, why is it not enough for BMW to look internally at the functionality of its own systems & do what is right, legal & just for the customers that it knows have been affected by its poorly functioning payment and collection systems? I truly hope that we can resolve this amicably, but I am prepared if necessary to start making contact with others similarly affected. If BMW maintains that it will not remedy its erroneous credit reporting on my credit report, I will need to see the following information:1) a full report on the functionality of your auto pay system during the months of May, June, July, August, September, October & November 2015;2) a full report on the functionality of your collection systems (meaning: telephone records, email functionality - along with any capabilities of ensuring receipt);3) a full report on the functionality of your My BMW site, including its interface with collections.This is clearly not a case of a customer refusing or unable to pay balances when due. This is a situation where an improperly working BMW system caused a missed payment.  That missed payment could have been quickly and easily remedied before the 30 day late marker with a simple communication from BMW. That communication never effectively occurred & I have no evidence to indicate that such was even attempted. Its a true shame, Paul, that BMW vehicles drive so well, but its Financial Services division is so disrespectful, uncooperative, and hateful to its most loyal customers.

Once again, the evidence submitted by BMW Financial Services lends proof to my complaint.  On the day I returned the motor vehicle, I was not provided the opportunity to sign an odometer statement as part of the lease end process.  There is excess mileage on the vehicle which was not there on the date I returned it.  I have received a letter from BMW Financial Services which outlines the charges due with accompanying pictures.  I accept that I am responsible for the tire charge and the exterior charge, however the picture submitted shows that the "check engine light" was overdue since "30 mls".  How can you charge me $750 for this when I am complaining that the settlement statement you sent me shows that the vehicle was driven so many miles more than the day when I returned it to the dealership.  Had I been given the opportunity to sign an odometer statement, this would not have been an issue because you would see the mileage at which I surrendered the car.  You would be able to clearly see that the check engine light is a result of extra mileage added to the car after my return.  I also have my own pictures of the tire and the bumper damage which you are charging me for because I discussed them with the service technician at my last service appointment.  I returned the vehicle below mileage, and before the due date.  There is no reason for me to return a vehicle that needs servicing while the contract to have it serviced is still valid.  I could have made the servicing appointment prior to the return date.  Finally, neither I nor my wife would drive a vehicle in that condition and with that hazard.  Once again please remove this charge that I am not responsible for.

I am rejecting this response because: again this offer is less than what the first rep offered. And again the charges are fraudulent. We'll have to take it to court apparently. 
Regards,
[redacted]

Dear Ms. [redacted]:   Thank you for giving BMW Financial Services the opportunity to address the mechanical charge assessed to your referenced account through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your...

complaint.   A vehicle inspection is required pursuant to Section 29 of your Motor Vehicle Lease Agreement (Lease Agreement). The lessee is responsible for scheduling and completing the inspection prior to vehicle return. Normally, this is completed by a certified BMW center or a licensed third party prior to the maturity and outlines any excess wear and tear or end of lease charges which will appear on your final billing statement. You would also receive a vehicle condition report from the inspector. Since no inspection was completed prior to the return of the vehicle, one was performed on May 12, 2017 by a state licensed inspector at the [redacted] located in [redacted]. This inspection was used for all billing purposes. The auction inspection noted the vehicle was past due for service, as service should have been completed in April of 2017. Maintaining and completing scheduled service is outlined in Section 20 of your Lease Agreement and failure to complete required service or maintenance is considered excessive wear and use as outlined in Section 33. We have enclosed a copy of your Lease Agreement for your review.   While we were not present for the conversation between you and the representative at the BMW center, it is solely the responsibility of the lessee to ensure the required maintenance is completed prior to vehicle return. Regardless of the mileage or the exterior condition of the vehicle, any required maintenance which has not been performed is a valid and chargeable item. Accodingly, we are unable to accommodate your request to remove the mechanical charge assessed in accordance with the terms of your Lease Agreement.   We are committed to providing our customers with the highest level of service. If you have any questions, please contact me, Roy G[redacted]e at ###-###-####, Monday through Friday, from 9:00 a.m. to 6:00 p.m.ET, or by mail at either address listed on this letter.   Yours sincerely,  Roy G[redacted] Maturities Specialist BMW Financial Services NA, LLC

Dear Mr. [redacted]: Thank you for allowing BMW Financial Services the opportunity to response to your recent complaint submitted to the Revdex.com regarding the repossession of your vehicle. We hope the following information and explanation will answer your requests. BMW...

Financial Services is committed to reporting account information to the credit reporting agencies. In an effort to resolve your request, we researched your account and verified we are reporting your Account Status as “Paid or closed account/zero balance” with a Special Comment Code of “Redeemed or reinstated repossession”. Mr. [redacted], on January 26, 2016 we were contacted by [redacted] and advised your vehicle had been abandoned in their lot since December 19, 2015. On February 16, 2016 we were again contacted by [redacted] and advised your vehicle was still in their lot. In order to pick up our collateral, BMW Financial Services was required to pay [redacted] for 62 days of storage at $64.51 per day between December 19, 2015 and February 19, 2016. Your vehicle was ultimately repossessed from [redacted] on February 23, 2016. BMW Financial Services was invoiced and paid $4,000.00 in storage and towing fees to [redacted].  Pursuant to Section 15 of your signed Motor Vehicle Retail Installment Contract (Contract), you agree not to abandon your vehicle. Unfortunately, your correspondence does not provide sufficient justification to refund your repossession fees or remove the repossession from your credit report. If you have any questions, please contact me, Paul I[redacted] at (614) 789-7440, Monday through Friday, from 8:30 a.m. to 5:30 p.m. ET, or by mail at either address listed on this letter.  Yours sincerely,   Paul I[redacted] Senior Account Specialist BMW Financial Services NA, LLC

of the poor customer service I received while a client, and poor explanation that prepayment of funds could cancel the credits.  While I reject the notion that payoffs cannot be cancelled, I did not pay attention to the fine print that prepayment of funds would void any available credits.  I am mostly unhappy with the service I received from BMW FS because they did not explain this earlier but instead led me to believe that canceling payoffs would still allow me to receive the credit, when in fact this is false.  Despite the numerous calls made (13X total), I received varying responses which only perpetuated the false hope that the credit was still redeemable.  Finally, if I am expected to comply to the rules of the credit, shouldn't I at least receive a copy of the acknowledgement form, I signed?  Well, the dealership never provided one, hence why I didn't know about the prepayment could void the whole thing.  Yes, I never got a copy of the damn paper I signed.  I would have been careful to adhere to the rules had I known.  In short, this experience has left a bad taste in my mouth, and will never recommend financing with BMW. Poor customer service, poor execution, and most of all poor communication skills, is not what I expected from a luxury car company.  In the end, my bad experience will reflect my future purchase decisions and I will be ending my relationship with bmw.

Dear Ms. Denise De Leon:Thank you for giving us the opportunity to address your issue regarding Mr. [redacted]’s account through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint. Please accept...

our condolences regarding the passing of Mr. [redacted]. We are in receipt of a copy of his death certificate that you had provided, and have made the proper notations on his account. Unfortunately, returning the vehicle does not end or satisfy the obligations established within the Motor Vehicle Lease Agreement (Lease) signed by Mr. [redacted]. In accordance with Mr. [redacted]’s Lease, the above referenced vehicle was sold at a private dealer auction after it was voluntarily surrendered.  Subsequently, the customer is liable for any deficiency balance, including all associated fees, as a result of this sale. The deficiency balance is the difference between the final payoff and what the vehicle sold for at auction.  For your review, we have enclosed a copy of the Lease and Auction Sale Breakdown.BMW Financial Services was required to send a letter addressed to Mr. [redacted] regarding the balance due after the sale; however, you are not personally liable for Mr. [redacted]’s balance. Please note that BMW Financial Services reserves the right to pursue a probate claim should the opportunity arise in the future.If you have any questions, please contact us at ###-###-####, Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.Yours sincerely,

Thank you for giving us the opportunity to address your inquiries regarding the end of lease tire charges through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
Section 35 of the Motor...

Vehicle Lease Agreement (Lease) lists examples of what is considered excessive wear and use, including tires with tread depth of less than 1/8” remaining at the shallowest point, and/or tires that are not all the same grade, quantity, or quality as those delivered with the vehicle. Because the tires on the vehicle at the time it was returned had a tread reading below 4/32”, you have been billed for the tires at the end of your lease. Road surfaces and environmental conditions are a factor with tire performance and tread life, so mileage is not the only contributing factor for the wear of a tire. Our records show the vehicle was inspected at BMW of Bridgeport. By signing the inspection, the customer and inspector acknowledged and agreed with the completed inspection.
Our records show we spoke with you on February 24, 2016 and agreed to waive $500.00 from the previous statement of $963.00. We have determined the $428.00 is an accurate balance of the remaining end of lease charges on your account. We have enclosed a current account statement confirming the balance and payment options for your records.
We understand you may not agree with our decision in not waiving all of your lease end charges; however, we hope this response clarifies our position. If you have any questions, please contact us at (800) 398-3939, Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.

Dear Mr. [redacted]: Thank you for giving us the opportunity to address the issue regarding your end of lease charges through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in the complaint. We did not receive an...

inspection from [redacted] BMW. What your statement outlines is a “walk-around” inspection used for mileage and obvious damages, but does not utilize the standards and measures required for billing purposes. As we did not receive a signed inspection from [redacted] BMW, BMW Financial Services required a third party inspection to be performed by [redacted]. Please be advised that [redacted] does not receive any additional financial compensation based on the amount of wear and tear to a vehicle. We have enclosed a copy of their inspection report for your review. Pursuant to the terms of the Motor Vehicle Lease Agreement (Lease), specifically Section 35, the customer agrees to pay for any costs related to excessive wear and use. This 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 work. As you can see from the inspection report, the items you were charged are in stipulated in the Lease. Excess wear and tear charges are determined by the size of the damage. Normal wear and tear is designated as damages that measure smaller than two inches. Damage that is larger than two inches but smaller than four inches is considered small and billed at $100.00 per instance. Damage that measures four inches or more is considered large and billed $400.00 per instance. According to the inspection performed at auction, there was large damage on the front bumper billed at $400.00 and small damage to the right rocker panel billed at $75.00. BMW Financial Services prides itself in offering premium customer service. We regret your lease end experience did not meet your expectations and are sorry for the inconveniences experienced. Ultimately, the economics of our business do not make it possible to ignore excess mileage and excess wear and tear charges and still provide the necessary service levels our customers demand. Our records indicate we received your payment of $899.25 on April 25, 2016 and closed your account. We have enclosed a partial release document for your records. If you have any questions, please contact us at (800) 398-3939, Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.

Dear Mr. [redacted]:Thank you for giving us the opportunity to further address your concerns through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your recent rejection:• On October 26, 2012, you changed your due date via the website from the 11th of the month until the 22nd of the month.  The final lease payment is due March 22, 2015 and the maturity date of your lease remained April 11, 2015.  • On February 27, 2015, we received your payment for February 22, 2015 of $588.36, which covers the time period of February 12, 2015 through March 11, 2015.• On March 3, 2015, a one month lease extension was granted on your account as you were overseas. The final lease payment is now due April 22, 2015 and the maturity date of your lease was advanced to May 11, 2015.• On March 30, 2015, we received your payment for March 22, 2015 of $588.36, which covers March 12, 2015 through April 11, 2015.• On April 22, 2015 the extended month payment is due, but not paid. If this were to have been paid, it would have covered April 12, 2015 to May 11, 2015.• On April 28, 2015, the vehicle is turned into BMW of Rockville.  In lieu of charging you a full payment of $588.36, the April 22, 2015 lease payment due was prorated for the time you drove the vehicle from April 12, 2015 to April 28, 2015 or 16 days. • $588.36 divided by 30 = $19.61 per day.• $19.61 x 16 days = $313.76 partial monthly paymentOur records do not reflect any payments received by you after March 30, 2015. If you have documentation indicating an additional payment was received, please provide us with this information, and we would be happy to research your claim.As of the date of this letter, your $350.00 disposition fee and $313.79 for the prorated monthly payment remain outstanding. If you have any questions regarding your Lease, please contact me, Paul I[redacted] at ###-###-####, Monday through Friday, from 8:30 a.m. to 5:30 p.m. ET, or by mail at either address listed on this letter.Yours sincerely,Paul I[redacted]Senior Account Specialist BMW Financial Services NA, LLC

Thank you for giving us the opportunity to address your issue regarding your dealer complaint and the early termination options for your leased vehicle through the Revdex.com complaint process. We hope the following information and explanation will answer the issue pertaining to your early end of term options. The issues addressed in your complaint regarding the performance of your vehicle and the BMW Center should be address to the manufacturer, BMW of North America, Customer Relations department at ###-###-####.Your complaint alleges you received a different vehicle than what you ordered and also alleges the terms of your lease agreement were altered after the vehicle order was placed. Our records confirm the vehicle indicated on your buyer’s order is a 2015 BMW 328i xDrive with VIN [redacted]. Additionally the buyer’s order, signed and dated July 1, 2015, reflects lease information for a 36 month contract with a monthly payment of $477.69 including sales tax. Your Motor Vehicle Lease Agreement (Lease) confirms your vehicle is a 2015 BMW 328i xDrive with VIN [redacted]. Your contracted monthly payment amount is $477.69 including sales tax.We understand you would like to terminate your Lease early. BMW Financial Services offers two options for the Early Termination of your Lease. Under Early Termination Option A, you must pay any past due monthly payments, all remaining lease payments, outstanding fees, any end of lease charges and the disposition fee of $350.00 plus applicable sales tax to satisfy the account.  Additionally, you must return the vehicle to a BMW center. The vehicle must be inspected prior to returning the vehicle to an authorized BMW center. All remaining payments, outstanding fees posted but not paid and the disposition fee must be paid and must post to your account prior to the vehicle being returned. A final bill comprised of any excess wear and excess mileage fees assessed during the inspection will be mailed to you via regular mail within two to four weeks after your vehicle is returned. Under Early Termination Option B, you must pay any past due monthly payments, any official fees and taxes (if applicable in your state), the disposition fee of $350.00 plus applicable sales tax and the difference of the Adjusted Lease Balance (payoff amount) less the Realized Value (auction sale price or market price offered by BMW Financial Services and agreed upon by you, based upon historical auction results) of the vehicle to satisfy your account. The vehicle must be inspected prior returning the vehicle to an authorized BMW center. Payment for the difference between your Adjusted Lease Balance and the estimated Realized Value and the completed early termination agreement (included in the Option B documents) must be received by BMW Financial Services prior to the vehicle being returned.We also offer a lease transfer (Assumption) option. The Assumption option allows a customer to assign all lease account obligations to a third party. The third party assumes all obligations including lease monthly payments, registration fees, end of lease charges and will be reported to the credit reporting agencies as the lessee once the process is completed. There are three stages of paperwork necessary to complete this process. The Assumption Process may take up to three weeks to finalize.Once you have made a decision as to which process is best suited to you, or if you have any questions, please contact me, Kaylan L[redacted] at ###-###-####, Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.

Dear Mr. [redacted]:
 
Thank you for contacting BMW Financial Services regarding the disposition fee for the above referenced account through the Revdex.com complaint process. We hope the following information will fully address the concerns raised in your complaint.
 
Mr....

[redacted], BMW Financial Services NA, LLC is a separate financing entity from the independently owned and operated BMW centers. As such, we are only able to address issues dealing with your lease agreement, or your account with us. We cannot address any information or the service provided by an individual BMW center.
 
However, we appreciate you taking the time to write to us regarding your dissatisfaction with the disposition fee. The disposition fee is a contractual fee disclosed in Section 7 “Other Charges” and further discussed in sections 32 and 33 of your Motor Vehicle Lease Agreement. As you know, this information is also contained in your lease end communication. We make every attempt to advise our customers that 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.
 
Mr. [redacted], as a gesture of our appreciation for your previous loyalty and future business, we have removed the disposition fee from your account and have closed your account. We hope our resolution has restored your faith in BMW Financial Services and you will return to our brand in the future.
 
If you have any additional questions, please contact me, Matt Woodward at ###-###-####, Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.
 
Best regards,
Matt W[redacted]
Early End of Term Specialist
BMW Financial Services NA, LLC

Dear Ms. [redacted]:   Thank you for allowing MINI Financial Services the opportunity to respond to your complaint submitted through the Revdex.com regarding your recent payment. We hope the following information and explanation will assist you.   We regret to learn of your...

experience with our collection representatives. Unfortunately, a supervisor was unavailable when you requested to speak with one; however, the representative you spoke with offered to take your telephone number for a return call.   As a result of our investigation, a payment of $600.00 was reapplied to your account with an effective date of November 13, 2016. The late charge has been removed from your account and no derogatory information has been reported to the credit reporting agencies. Your account is current and your next payment is due February 15, 2017.   Ms. [redacted], we sincerely apologize for any delays in researching your payment and for not living up to the level of customer service you expect and deserve from MINI Financial Services. We value your feedback and the opportunity to improve our service, so issues such as those you experienced do not recur.   We are committed to providing you with the highest level of service. If you have any questions, please contact me, Paul I[redacted] at ###-###-####, Monday through Friday, from 9:00 a.m. to 5:30 p.m. ET, or by mail at either address listed on this letter.   Best regards,     Paul I[redacted] Senior Account Specialist MINI Financial Services