Auto Art

BMW has acceped partial payments during he months of June and July When someone says to you that they are layed off from their job during the summer and will have the ability to pay you in full by August and accept those payments, than that is a demonstration that you are in agreement with those terms and conditionsBMW Financial were deceptive by stating in their previous respose letter that they stated that partial payments were not acceptable They were also deceptive by not warning me of the possibiity of repossession of my vehicle If you were to listen to the recordings of our conversations, you will hear that at no time did BMW warn me of repossession, and at not time did BMW state that my partial payments were unacceptable

The response by BMW Financial Services ("BFS") is unacceptable because it fails to adequately address the issues raised in the complaint First, the letter by BFS selectively references sections of the Lease Agreement and omits reference to other relevant sections of the Lease Agreement and Manuals referenced therein Second, BFS has failed to include the entire Lease Agreement in their response including the specific sections (& 33) referenced in their letter Upon reviewing those sections on my own copy, I can see why these sections were not provided.With regards to Section of the Lease referenced by BFS, the vehicle was returned and inspected by a BMW representative at the time of return Again, the BMW was commented on to be in excellent condition and no comment was made regarding any excess wear and tearInterestingly, BFS makes reference to Section of the Lease The relevant portion reads: "I agree to maintain, service, repair, and recondition the Vehicle during the Lease Term...as recommended in the Vehicle owner's manual." Upon looking at the owner's manual, the manual does not make reference to any specific dates or mileage where service is required Instead, it states that: "The [Vehicle] maintenance system directs you to the required maintenance measures...Sensors and special algorithms take into account the driving conditions of your vehicle Based on this, Condition Based Service determines the maintenance requirements." See page of the Owner's Manual This language is confusing and unclear as to what the maintenance requirements are It appears that the owner is to rely on the Vehicle Computer System to advise as to when maintenance is required If this is the case, then any malfunction in the Vehicle computer system would prevent an owner or lessee from knowing when to service the vehicle Additionally, as stated in the initial complaint, there was no warning or maintenance notice by the vehicle maintenance system indicating that a service was due at the time of the return of the Vehicle Additionally, no service issue or warning light was noted by the BMW representative who initially inspected the vehicle upon return As such, there was no failure by the lessee to complete a required service.Additionally, the Owner's Manual makes reference to the Service and Warranty Information Booklet ("Booklet") for additional information on service requirements One of the first things included in the Booklet is language stating that the BMW Maintenance Program included with the Vehicle includes "No cost factory-recommended maintenance for years/50,miles from the original in-service date, whichever comes first." See Page of the Booklet Furthermore, the Booklet states that Condition Based Service ("CBS") "is a further development of the Service Interval System The remaining times for selected maintenance tasks as well as any legally prescribed dates are displayed to you individually...CBS thus determines the current and future maintenance requirements." See Page of the Booklet As previously mentioned, at the time of the return of the Vehicle neither the lessee nor the BMW representative noted a service light nor warning from the CBS indicating that a service was due or past due Lastly, it is worth noting that the Booklet also does not contain any reference to any specific dates or mileage where service is required In fact, it states that "[t}he maintenance requirements for your vehicle are determined dynamically by the Condition Based Service (CBS) system." See page of the Booklet.Lastly, for arguments sake, assuming there is excess wear and tear on the Vehicle, Section and of the Lease provide clarification Section of the Lease states that "I agree to pay you the costs of all repairs to the Vehicle that are not the result of wear and use, whether or not you actually repair the Vehicle Excess wear and use includes, but is not limited to...damage (including damage to the engine) due to failure to maintain the Vehicle in accordance with Section 20..." As such, the failure to service the vehicle by itself is not excess wear and tear as argued by BFS There needs to be a showing of DAMAGE as a result of failing to service the vehicle This has not been shown and in fact cannot be shown as the Vehicle was returned six (6) days after the purported service date argued by BFS In addition, Section also clarifies that "Any Excessive Wear and Use Charges (Section 33) shall not exceed the actual cost of repairs or an itemized estimate of the cost of any such repairs prepared by a licensed appraiser as required by law." Again, no damage to the Vehicle has been demonstrated as a result of failing to service the vehicle for six days (oil change and tire rotation) and any actual cost of service, assuming this is damage which it is not, is well below the $charge.Based on the initial complaint and response above, the excess wear and tear charge is not a valid and chargeable item and should be removed.Regards, [redacted]

HelloThank you for your response to [redacted] The dealership is no longer part of the Revdex.comApparently this issue with their non-refundable deposits is widespreadThere are numerous complaints about the dealershipAnd I have lost confidence in themNot only that, but since I was left on the side of the road by BMW Roadside Assistance, they escalated it beyond the dealership into BMW Customer SupportI have had a great deal of interaction with themTo the point where they offered me one month's lease payment as consolationSo the dialogue seeking resolution has moved beyond the dealership, starting with the supervisor of Roadside Assistance sending the issue to corporateAlso, I am not in the state where the lease was signedI travel for a living, so must deal with multiple dealerships when needing service etcI have called & had a converdation with an auto fraud attorney in the original dealership's areaThey said that dealership has a history of lawsuits against themI would rather resolve this with corporate, since that line of conversation is already open, & the lease can be returned at any dealershipThis seems like a simple resolution without litigationI would prefer to try all angles before paying an attorney & dragging this out

Dear Mr***: Thank you for allowing BMW Financial Services the opportunity to respond to your recent complaint submitted through the Revdex.com regarding your account statusWe hope the following information and explanation will assist you Mr***, we regret to learn of your interactions with our collection’s representativesUnfortunately, your June 7, bank bill payment did not reference the appropriate account number, which resulted in your past due account statusYour bank bill payment of $1,was applied to your prior lease account [redacted] effective June 7, Your payment satisfied $in remaining receivables, $in sales tax, and $in exterior excess wear and tearA refund of $was subsequently issued to your billing address We understand you intended to satisfy your excess wear and tear for [redacted] and your June lease payment for [redacted] As a result of our investigation, we have moved $of your payment to [redacted] Additionally, your late charges have been removed and we will report zero payments were received or more days past due with our next monthly update to the credit reporting agencies Please be advised, your end of lease balance for [redacted] has been updated to reflect the transfer of $You remain responsible for $in remaining receivables, $in sales tax, and $for the previously issued refund If you have any questions, please contact me, Paul I [redacted] 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 [redacted] Senior Account Specialist BMW Financial Services NA, LLC

Dear Mr [redacted] : Thank you for giving us the opportunity to address your issue regarding excess wear and use of your vehicle through the Revdex.com complaint processWe hope the following information and explanation will answer the issues address in your complaint Mr [redacted] , our records indicate that the vehicle was returned on January 29, and then inspected by a licensed inspector with the company [redacted] AtlantaIn your letter you mentioned that the tires had been replaced before the vehicle was returnedThe inspection done after the return of the vehicle indicated that the right front tire and the right rear tire are wornSection of your Lease lists examples of what is considered excessive wear and use, including tires with read depth of less than 4/32” remaining at the shallowest pointAccording to the inspection report the left front tire measured below 3/32” and the left rear tire measured right at 3/32” After reading your letter and reviewing the account, we feel the charges are fair, valid, and should not be waived If you have any questions, please contact me, Tyler M [redacted] at ###-###-####, Monday through Thursday, from 9:a.mto 9:p.mET, and Friday, from 9:a.mto 6:p.mET or by mail at either address listed on this letterYours sincerely, Tyler M [redacted] End of Term Specialist BMW Financial Services NA, LLC

Dear Ms***: Thank you for giving BMW Financial Services the opportunity to address the misapplied payment applied to your account through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint As we discussed, a temporary credit of $was applied to your account to satisfy the October 2, paymentThis is less than the monthly payment of $due to a credit balance from previous over-paymentsThis credit will be removed when the lease matures on January 2, and this balance will be billed on your final invoice Ms***, we pride ourselves in offering world class service to our customers; however, we failed to provide that level of service to youWe sincerely apologize as our customers are the heart of everything we do We are committed to providing you the highest level of serviceIf you have any questions, please contact me, Matt M [redacted] at ###-###-####, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter Yours sincerely, Matt M [redacted] Collections Team Lead BMW Financial Services NA, LLC

Dear Mr***:Thank you for giving us the opportunity to address your issue regarding end of lease charges through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint.Mr***, BMW Financial Services prides itself in offering premium customer serviceWe apologize for not providing you with the level of customer service you expect and deserve during your conversations with our representativesAs a result of our investigation prompted by your complaint, we have removed the late return fee and tire charge assessed to your accountAdditionally, we have rebilled the mileage charges at $per milePursuant to your request, we have enclosed an updated monthly Account Statement, reflecting the outstanding chargesAlthough we empathize with your situation, we are unable to accommodate your request to remove the remaining tire charge or disposition fee from your accountTo close your account, please direct your payment (including your account number in the memo field of your check) to: BMW Financial ServicesPO Box 9001065Louisville KY 40290- We are committed to providing you with the highest level of serviceIf you have any questions, please contact us at ###-###-####, Monday through Friday, from 9:a.mto 9:p.mET, or by mail at either address listed on this letter.Yours sincerely,Jessica G [redacted] End of Term Account Specialist BMW Financial Services NA, LLCc: Central Ohio Revdex.comenclosure: Account Statement

Dear Dr [redacted] : Thank you for giving us the opportunity to address your issue regarding your end of lease charges through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint Dr [redacted] , we regret to learn your leased vehicle was not functioning properlyBMW Financial Services NA, LLC is a separate and independent financing entity from the manufacturer, BMW of North America, LLCAs the financial services division of BMW Group, we are not in a position to agree to grant concessions based on the performance of your vehicle; we can only address issues dealing with your Motor Vehicle Lease Agreement (Lease) 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, LLCYou may contact the Customer Relations department at BMW of North America directly at (800) 831- Your complaint states you have not received a response to previous requests you made to usDr [redacted] , we have no record of receipt of any requests to discuss the end of lease charges with you until receiving your complaint through the Revdex.comThe only record we have of contact with you occurred on April 15, when you spoke with one of our representatives and requested to know the length of time you were allotted to remit payment for the end of lease charges Pursuant to the terms of your Lease, specifically Section 35, 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 enclosed inspection report, the items you are being charged are in stipulated in your Lease 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 there was damage to the front bumper of the vehicle To maintain the vehicle’s safety and performance, BMW recommends tire tread depth be at least 5/32’, but does allow the tread to be at 4/32’ at lease turn-inTo be considered road-worthy, tire tread depth, in most states, must be a minimum of 3/32’ deep and is considered legally worn at 2/32’ depthAny measurement lower than 4/32’ or 1/8”, is considered excess wear and tear by BMW Financial Services as discussed in Section and of your LeaseBecause of all four of the tires on the vehicle had less than 4/23’ of tread remaining at the time the vehicle was returned, you were billed $1, The Excess Mileage Charge of $was assessed because the vehicle was returned with 45,miles; over the contractually allowed milesExcess mileage is billed at $per mile in accordance with your Lease The amount of the disposition fee is disclosed in Section and further discussed in sections and of your LeaseThe 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 is waived if you finance or lease your next new or certified pre-owned BMW through BMW Financial Services within six months of the end of your lease BMW Financial Services prides itself in offering premium customer serviceWe regret your lease end experience did not meet your expectations and are sorry for the inconveniences you endured during the term of your leaseWe have removed the $front bumper charge, plus applicable tax, as a courtesy to youThe removal of the $front bumper charge reduced your account balance to $1, Unfortunately, the mechanical and service issues you experienced do not negate the valid charges assessed to accordance with the terms of your LeaseTo close your account, please direct your payment (including your account number in the memo section of the check) for $1,to: BMW Financial Services PO Box Phoenix AZ If you have any questions, or would like to remit payment over the telephone, please contact me, Matthew W [redacted] at (800) 398-3939, Monday through Friday, from 9:a.mto 6: p.mET, or by mail at either address listed on this letter Yours sincerely, Matt W [redacted] Lease–End Portfolio Specialist BMW Financial Services NA, LLC enclosure: inspection

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meHowever, I didn't receive the affidavit form which was supposed be enclosed Please send it to me by mail or emailMailing address: [redacted] ***

I am submitting my same response as beforeYou still have failed to provide sufficient evidence that this debt is owed and that I am contractually obligated to payMy response is detailed an accurateI advise that you carefully review my response again and adjust the information you are reporting accordinglyThis is your last chance to correct this issue before I seek litigationAs review of the case law shows that this is NOT the first issue BMW/MINI has had with fraudulently and incorrectly engaging in business with consumersThe case law is clear and dictates that I will prevail should legal action be pursuedNo information/documentation provided validates anythingI again reassert my demand as outlined in the attached response

I am rejecting this response because: BMW continues to lie to it's customers when they state that they "are committed to providing the highest level of service" because they cheat their customers out of hundreds of dollars with their lease programOnce again, the car was not returned with excessive damages so my position remains unchanged as well My sister also leased a BMW from the same dealership and went through the same experience She was forced to pay an excessive amount of money for made up damages to avoid hurting her credit This is ridiculous and I will never do business with BMW again! I will also let as many people know as possible how they really treat their customers and I am hoping that the Revdex.com will do so as well I have purchased a new Infinite and will be an Infinite driver for life!! Regards, [redacted]

Dear Mr***: Thank you for giving us the opportunity to address your concerns regarding the unused mileage on your leased vehicle through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint As a loyalty incentive, BMW Financial Services offers an unused mileage loyalty credit programThe unused mileage loyalty credit program is available as long as the vehicle is being returned is at least ten percent under the total allowed mileageGiven that this is a loyalty offer, a new account must be active within six months of the low mileage lease returnOnce the details of the financing agreement are received by BMW Financial Services, there is a one-time credit applied to the new account We show your vehicle was returned with an odometer reading of 27,miles and your Motor Vehicle Lease Agreement allowed for a final odometer reading of 30,This works out to 9.26% unusedThis would mean that you do not meet the requirements of this program to qualify for an unused mileage payment creditHowever, our records indicate you were advised you would qualify for a $unused mileage loyalty creditBecause of this, we have made a one-time exception and provided a credit in the amount of $to your BMW iRex accountWe hope this resolution is satisfactory 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, Erin B [redacted] Maturities Specialist BMW Financial Services NA, LLC

Dear Mr [redacted] : 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 request, we researched your account and verified one payment was 30-days past dueThe payment due August 10, was days past due when your vehicle was returned on September 9, Mr [redacted] , we have enclosed a copy of your Lease Extension Authorization you signed and agreed to stating “this document will act as your Account Statement for your August 10, paymentIn accordance with the terms of your Lease, monthly payments and/or other charges previously billed to your account will continue to be due on their contractual due date”A physical monthly Account Statement was not generated and was not required to remit your August paymentBased on the results of our investigation, we do not have sufficient justification to change the way we are reporting your payment history to the credit reporting agencies under the guidelines and regulations we are required to follow as a Data Furnisher As a financial services provider we are required to report payment histories pursuant to established guidelinesBecause 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 report If you have any questions, please contact a Customer Service Advocate at ###-###-####, Monday through Thursday, from 9:a.mto 9:p.mET and Friday from 9:a.mto 6:p.mET, or by mail at either address listed on the left hand side of this letter Yours sincerely, Paul I [redacted] Senior Account Specialist BMW Financial Services NA, LLC enclosure: Lease Extension Authorization

Thank you for giving us the opportunity to address your inquiry regarding the collection fee billed to your account through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint.Upon receipt of your complaint, we reviewed our account records and confirmed a collection fee of $was billed to your account on May 11, This collection fee was billed to BMW Financial Services by [redacted] Recovery Solutions for their efforts in trying to secure the vehicle while it was out for repossession for several monthsIn accordance with the terms of your Motor Vehicle Retail Installment Contract, specifically Section – “Default”, Paragraph B – “Remedies”, you agree to pay additional sums in the event we utilize an outside company to assist in the collection of your accountOur records confirm a conversation on May 23, explaining the higher monthly invoice and collection feeAlthough we empathize with your situation, we are unable to accommodate your request to waive the collection fee If you have any questions, please contact me, Karyn C [redacted] at ###-###-####, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter

Dear Mr [redacted] : Thank you for allowing BMW Financial Services the opportunity to respond to your recent complaint submitted through the Revdex.com regarding your recent paymentWe hope the following information and explanation will assist you Mr [redacted] , we were unable to locate your money orders using the receipt you previously providedWe recommend cancelling your money order and reissuing your paymentWe apologize for any inconvenience this has caused Because of your intent, we have waived your late charges and removed the October delinquency from your accountPlease be advised, your past due balance must be satisfied on or before November 18, to avoid a delinquent payment reporting for November If you have any questions, please contact me, Paul I [redacted] 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 [redacted] Senior Account Specialist BMW Financial Services NA, LLC

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 answer your request Mr***, we sincerely apologize for the delay you experienced while awaiting for your insurance payoff to post to your accountThe $54,payoff referenced in your complaint included sales tax and is not for insurance purposesA total loss payoff of $49,was posted to your account on June 27, with an effective date of June 20, No negative information has been reported to the credit reporting agencies and your account is paid in full and closedUnfortunately, because payments are due on your account until your total loss payoff has been received, we are unable to honor your request to refund your April 4, paymentHad an overage been received from your insurance company, any additional proceeds would have been refunded directly to you by check We will report zero payments were received or more days past due and your account is paid in full and closed with our final monthly update to the credit reporting agenciesIf you have any questions, please contact me, Paul I [redacted] at ###-###-####, Monday through Friday, from 8:a.mto 5:p.mET, or by mail at either address listed on this letter

I am rejecting this response because: I sent another email before August but you refused to act on it.Whole organization stinks.Not one phone call to apologize or address issue.You continued to reject my requests time after time.Even your response is a lie, claiming that you didn't receive any email between August and August Unbelievably weak response

Dear Ms [redacted] : Thank you for giving us the opportunity to address your issue regarding your repossessed vehicle through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint Your vehicle was repossessed due to the severely delinquent status of the accountThis is the second time we have been forced to repossess the vehicleIf a payment was rejected by our company, it would be due to some issue such as the check being made out to an incorrect payee, or no account number listed on the checkYour installment amount due monthly is $373.06, not $we have enclosed a transaction history for your records For any concerns regarding the tow of the vehicle, as we advised you over the phone, would be addressed directly with the forwarding company, [redacted] You may contact them directly at ###-###-#### We are committed to providing our customers with the highest level of serviceIf you have any questions, please contact me, Elizabeth S [redacted] at ###-###-####, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter Yours sincerely, Elizabeth S [redacted] Repossession Analyst BMW Financial Services NA, LLC enclosure: transaction history

Dear Ms [redacted] : Thank you for allowing BMW Financial Services the opportunity to respond to your recent complaint submitted through the Revdex.com complaint process 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 request, we researched your account and verified the account was reported 30-days past due on one occasionThe payment due on April 1, was received days past due on May 10, Our records confirm the following activity on your account: - The payment of $1,made on April 12, was initially credited towards the April 1, due dateHowever, this payment was returned on April 18, with a bank reason of “Invalid Account Number.” - The payment of $1,made on May 1, was initially credited towards the April 1, due dateHowever, this payment was returned on May 5, with a bank reason of “Invalid Account Number.” - The payment of $2,made on May 1, was initially credited towards the April 1, due dateHowever, this payment was returned on May 5, with a bank reason of “Invalid Account Number.” Ms [redacted] , a review of your account activity reveals all three of the above referenced payments were posted to your account by logging in to your My BMW online accountThe bank information was also submitted through your My BMW online account Additionally, our records indicate you first updated your due date to the 30th of the month on February 20, through your My BMW online accountWhen the due date change was processed, the payment due on March 1, had already been billed, and was still dueThe due date change would have taken effect March 30, You later spoke with one of our representatives by telephone, and changed your due date back to the 1st of each month on April 12, Unfortunately, your correspondence does not provide sufficient justification to change the way we are reporting your payment history to the credit reporting agencies under the guidelines and regulations we are required to followAs a result of your dispute, we will be providing an update to the credit reporting agencies to reflect the results of our investigation If you have any questions, please contact a Customer Service Advocate at (800) 578-5000, Monday through Thursday, from 9:a.mto 9:p.mET and Friday from 9:a.mto 6:p.mET, or by mail at either address listed on the left hand side of this letter Yours sincerely, Michael G [redacted] Senior Account Specialist BMW Financial Services NA, LLC

Dear Ms [redacted] : We are in receipt of the Revdex.com’s request for additional documentation to support our claim the vehicle was not paid in full until March 4, 2016, and a lien release was not issued by BMW Financial Services until March 9, We hope the following information and explanation will answer your request Ms [redacted] , a certified payoff check of $16,from USAA Federal Savings bank was deposited on March 4, and subsequently applied to Mr [redacted] ’s account on March 7, Our records confirm we received the enclosed Power of Attorney and issued the enclosed Authorization to release on March 9, A lien release was also mailed to Mr [redacted] the same day; however, as of the date of this letter, Mr [redacted] has not obtained a lien free titleYou may view the status of Mr [redacted] ’s title by searching for the title status through the [redacted] Department of Motor Vehicles If you have any questions, please contact me, Paul I [redacted] at (614) 789-7440, Monday through Friday, from 8:a.mto 5:p.mET, or by mail at either address listed on this letter Yours sincerely, Paul I [redacted] Senior Account Specialist BMW Financial Services NA, LLC