Auto Art

Consumer sent copy of letter to BMW and miscellaneous documentation

Dear Mr [redacted] : Thank you for giving us the opportunity to respond to your inquiry regarding your recent credit applications 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 application records to determine how we responded to your recent applications According to our records, we received three applications in your name: - The first application was received on January 28, This application listed you as a primary applicant with another individual and was submitted at [redacted] BMW - The second application was received on March 31, via the internet through [redacted] BMW in New YorkThis application was submitted in your name only - The third application was received on May 25, BMW of [redacted] in NevadaThis application was also submitted in your name only According to our records, the first application was submitted with the co-buyers having different home addresses within the State of New York, however, the application listed an employment address for you at a UPS Store located in NevadaWe attempted to call the employment number provided on the application and determined the phone number was for a survey companyBased on these discrepancies, we declined the application The second application was submitted in your name only and was declined based upon limited and derogatory credit experienceAdditionally, we were unable to verify your employerThe third application was also declined because we were unable to verify your employer, since a different employer and different income were listed Mr [redacted] , you are eligible to continue to submit additional credit applicationsUnfortunately, we cannot approve your previous applications to finance a vehicle through BMW Financial Services based on the discrepancies described aboveIf you have any questions about future applications, please contact the Finance Manager at your local BMW center Yours sincerely,

Dear Mr [redacted] :Thank you for giving us the opportunity to further address your concerns through the Revdex.com complaint processWe 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, and the maturity date of your lease remained April 11, • On February 27, 2015, we received your payment for February 22, of $588.36, which covers the time period of February 12, through March 11, 2015.• On March 3, 2015, a one month lease extension was granted on your account as you were overseasThe final lease payment is now due April 22, and the maturity date of your lease was advanced to May 11, 2015.• On March 30, 2015, we received your payment for March 22, of $588.36, which covers March 12, through April 11, 2015.• On April 22, the extended month payment is due, but not paidIf this were to have been paid, it would have covered April 12, 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, lease payment due was prorated for the time you drove the vehicle from April 12, to April 28, or days• $divided by = $per day.• $x days = $partial monthly paymentOur records do not reflect any payments received by you after March 30, 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 $disposition fee and $for the prorated monthly payment remain outstandingIf you have any questions regarding your Lease, 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 Ms***: Thank you for giving us the opportunity to address your additional payment concerns through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your rejection to our previous response Ms***, as addressed in our previous response, it is in our best interest to work with our customers who experience financial difficultyWhile an exception was made for you on September 18, 2015, up2drive does not accept partial payments on accounts or more days past due over the telephoneYou may still make partial payments by check, Western Union Quick Collect, bank bill pay, or through our automated phone system as long as a payment freeze has not been placed on your accountExceptions to allow partial payments with a live representative are made on a case by case basis; however, remitting a partial payment does not lower the risk of escalated collection activity on your account, nor does it satisfy the obligations established in your Retail Installment Contract and stop potential reporting to the credit reporting agencies for past due payments We are sorry to learn the representatives you previously spoke with were unable to provide you with your account manager’s contact informationIf you have any further questions, please contact your account manager, Kevin R [redacted] at ###-###-####, extension ***, Monday through Friday, from 9:a.mto 6:00p.mET Yours sincerely, [redacted] Senior Account Specialist up2drive Financial Services

Please find attached the document you have requested

Dear Mr [redacted] : Thank you for allowing BMW Financial Services the opportunity to address your most recent concerns regarding your payment credit and service provided through the Revdex.com complaint processWe hope the following information and explanation will fully address the request in your complaint Mr [redacted] , we are sorry to hear your experience and the customer service you received did not meet your expectationsWe reviewed your account records based upon your allegations in your rebuttalWe do show where you contacted our offices multiple times on July reaching different associates with the same question that day as well as on July 14, July 15, July 26, July 27, and July We consistently provided you with the same response, including the need for you to work with your bank to stop payment on your payoff check Ultimately, the promotional payment credits are in place as a loyalty reward to finance the purchase of your vehicle with BMW Financial ServicesAlthough we do not assess an early payoff penalty for payoffs received prior to your scheduled maturity date, if you are no longer financing your vehicle with BMW Financial Services due to an early payoff, you would no longer qualify for any remaining rewards While we can appreciate your stance and rejection of our previous response, and understand you do not agree with our position, our business decision remains unchanged If you have any questions, please contact me, Kyle C [redacted] at ###-###-####, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter

I reviewed the response made by the business in reference to complaint ID [redacted] , and will accept your offer of waiving half of the mechanical charge of $($375)I will however add that I would have made arrangements to drive hours to the nearest Mini dealership to have the vehicle serviced if the people I spoke to at Mini on numerous occasions about my lease end options and expenses, had mentioned the importance of making sure it was servicedThey mentioned mileage, dings, tyres, disposition fees, and nothing about the vehicle servicingThat is why it was such a shock to me since my Mini was in beautiful condition on all those countsI also think you should make arrangements with service centers in areas that are more than a 2-hour drive from the nearest dealershipI lived in San Diego until last year, so this was a non-issue before

Dear Mr***: Thank you for giving us another opportunity to address your concern regarding how we have reported your payment history to the credit reporting agencies through the Revdex.com complaint processWe regret our previous response did not completely resolve this matter First, we would like to resolve any confusion regarding the way we report payment histories to the credit reporting agenciesWe are required to align our credit reporting policies with current industry standards and within the guidelines provided by the Consumer Data Industry Association (CDIA)In order to align with industry practices, BMW Financial Services reports payments as delinquent if they are not received within calendar days of your payment due date Based upon your payment schedule and the days in the respective months your payments were received days past the due date We understand you are alleging your wife was provided with incorrect informationHowever, as we previously indicated, we have no record of any contact from your wife regarding your payments or how your payment information is reported to the credit reporting agenciesWe do have a record of you contacting us in July, advising us of a family situation and financial hardship 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 criteriaBMW Financial Services does not instruct the credit bureaus to remove derogatory information unless our reporting of the account information is inaccurateOur response remains unchanged; because we have no evidence indicating our reporting of your account is not accurate, we are unable to accommodate your request to remove the delinquencies from your credit report at this time If you have any questions, please contact me, Kaylan L [redacted] at ###-###-####, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter Yours sincerely, Kaylan L [redacted] Senior Account Specialist BMW Financial Services NA, LLC

Dear [redacted] **: Thank you for giving us the opportunity to address the phone calls you received through the Revdex.com complaint processWe regret we are unable to assist you further at this timeWe compared our account records with the information you provided to the RevDex.com and were unable to find any BMW Financial Services accounts associated with the telephone number or address listedSo we may investigate your claims, please contact us at ###-###-####, Monday through Thursday from 9:a.mto 9:p.mET and Friday, from 9:a.mto 6:p.mETYours sincerely, Karyn C [redacted] Collections Team Lead BMW Financial Services NA, LLC

Thank you for giving us the opportunity to address your issue regarding excess wear and use of your vehicle through the RevDex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint. Mr. [redacted] , thank you for... writing to us to relay your dissatisfaction with the end of lease process and the balance billed to your referenced account. Pursuant to the terms of your Motor Vehicle Lease Agreement (Lease), specifically Section 35, 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. The items for which you are being charged are stipulated in your Lease. Since an inspection was not completed prior to the return of your vehicle, the vehicle was inspected at auction. The inspection revealed damage to the front bumper and right quarter and rocker panels. Additionally, because a key was missing at the time your vehicle was returned, an interior charge of $150.00 was billed. Mr. [redacted] , BMW Financial Services NA, LLC is a separate financing entity from the independently owned and operated BMW centers. We are only able to address issues dealing with your Lease, or your account with us. We cannot address any information an individual BMW center did or did not provide. Our records indicate you wrote to us previously to dispute the balance owed. Upon receipt of your previous correspondence, we attempted to contact the general sales manager at [redacted] ***. On February 23, 2014 we spoke with Brian at [redacted] who advised they had agreed to pay a payment of $529.00. As indicated on your maturity statement, we received their payment of $529.00 on November 29, 2013, reducing the balance owed from $1,450.19 to $921.19. Because our efforts to resolve the outstanding balance of the account were unsuccessful, we placed the referenced account with the third party collection agency, [redacted] on April 3, 2014. [redacted] was also unsuccessful in resolving the balance, therefore your account was placed with Accounts Receivable Technologies on November 4, 2014. In June of this year, we removed your account from the collection agency and resumed our attempts to resolve this debt from our offices. Mr. [redacted] , again, we regret to learn of your dissatisfaction with the end of lease process and our attempts to resolve the balance owed to us. We have removed the balance owed and closed your account. We hope our resolution has restored your faith in BMW and you continue to be a BMW Financial Services customer.

I am rejecting this response because: This is not a response from the manager of the finance department; this is a response from the same gentleman I had complained about in my original letter to BMW FinancialAnd again, he is relaying information - my payment would not have been late regardless of the accuracy of the payment information and I made the payment using checking account information so yes, the account information would have been rejected had I entered incorrect account information This would be the case for entering both checking account information as well as debit card information and it is ludicrous and a flat out lie for their response to say otherwise Regards, **

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

Thank you for giving us the opportunity to address your issue regarding the credit inquiry through the Revdex.com complaint processWe hope that the following information and explanation will answer the issue addressed in your complaint Our records reflect the following inquiry made on your behalf: Customer Name Submitted: [redacted] Application Address: [redacted] Application City, State Zip: Atlanta GA Ref No: [redacted] Date Submitted: 03/07/ Bureau Code: [redacted] Submitting Retailer: up2Drive-DLR not selected If you did not visit a dealership or authorize a credit application through an online process, please contact the credit reporting agencies listed below to have your claim investigatedThis letter can be submitted along with your claim as supplementary documentation Equifax Experian TransUnion PO Box PO Box PO Box Atlanta GA Allen TX Chester PA www.equifax.com www.experian.com www.transunion.com (800) 685- (888) 397- (800) 888- Yours sincerely,

Dear Ms [redacted] : Thank you for giving us the opportunity to address your issue regarding the disposition fee through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint The disposition fee is a contractual fee disclosed in Section and further discussed in Sections and of your Motor Vehicle Lease Agreement (Lease Agreement)The disposition fee is a typical fee, assessed by MINI Financial Services to compensate for the expenses of selling or otherwise disposing of the vehicleThese expenses my include vehicle cleaning and reconditioning costs, vehicle inspection fees, transportation costs, storage fees, auctions fees, administrative costs and funding costs until the vehicle is finally sold 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 turn in dateShould you choose to enter a new financing agreement with BMW Financial Services, you may also be eligible for an Unused Mileage Loyalty Credit towards a monthly payment on your new financing agreement; however, returning the vehicle under the maximum mileage allotment established in the Lease Agreement does not negate the disposition fee Although we understand you do not agree with the end of lease charge assessed to your account, we feel the charge is fair, valid, and should not be refundedIf 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.mET Yours sincerely, Tyler M [redacted] End of Term Specialist BMW Financial Services NA, LLC

Dear Mr [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 Mr [redacted] , we appreciate you taking the time to share your end of lease experience with usWe are sorry to learn your experience did not meet your expectations Your complaint references previous correspondence sent to us without responseOur records indicate that we received your letter dated February 2, on February 25, We have enclosed a copy of our response dated March 3, for your reviewWe do not have record of any additional correspondence from you until this complaintWe regret our previous response did not resolve this matter entirely As established in Section of your Motor Vehicle Lease Agreement (Lease), upon return of the vehicle, you have 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 Mr [redacted] , what your letter outlines is a “walk-around”, an inspection used for mileage and obvious damages, but one that does not utilize the standards and measures required for billing purposesSince an inspection was not performed before turn in, we must rely on the inspection done at the auction location, Manheim New Jersey As you know, included in the balance due on your account are $2,in exterior charges, $in mechanical charges, $in excess mileage and $listed as a glass charge because of the damaged windshieldEach of these charges was billed with applicable sales tax Additionally, our records indicate you returned your vehicle on December 3, 2014; however, your vehicle was due to be turned in on November 19, Since your vehicle was not received until days past the due date, a charge of $148.20, billed at $per day, was assessed as a late return fee Mr [redacted] , because our efforts to resolve the outstanding balance of the account have been unsuccessful, we placed the referenced account with the third party collection agency, [redacted] Please contact [redacted] at ###-###-#### if you would like to discuss making payment arrangements After reviewing your account, reading your complaint and speaking with you on several occasions, we feel the charges are fair, valid, and should not be waivedTo close your account, please direct your check (including your account number in the memo section of the check) for $3,to: BMW Financial Services POBox Phoenix AZ Again, we are sorry if your end of lease experience did not meet you expectationsWe appreciate your feedback regarding the inspection and tuprocess, 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 vehicle financing provider While we understand you may not agree with the charges you have been assessed in accordance with your Lease, we hope our response provides you with the information necessary to understand our positionIf you have any additional 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, [redacted] End of Term Recovery Specialist BMW Financial Services NA, LLC

Dear Ms [redacted] : BMW Financial Services has received your rejection to our recent response submitted through the Revdex.com regarding how we have reported your payment history to the credit reporting agenciesWe hope the following information and explanation fully articulates our positionIn reviewing our internal system records, it is our opinion that the details you have provided in your latest Revdex.com complaint are inaccurateAs part of the re-investigation into your complaint, we requested the call made to our automated telephone service on August 11, be reviewed by our Information Technology group As a result, it was determined you called the automated telephone system twice on August 11, At 17:you called and authenticated to the self-service telephone system using your Social Security Number and were provided two accounts from which to chooseYou chose the BMW iaccountAt that point, your call was routed to our Past Due module, where it specifically advised you “Your account is past due, your payment for July has not yet been received .” You were then provided the total amount due, including the past due amount for July 11, 2015, and then offered the option to either pay the total amount due or to pay a different amount You elected to pay a different amount, but disconnected before processing the payment At 17:22, you called back and repeated the process, heard the same past due message again, took the same action, and elected to only process one payment for the July 11, There were no issues or errors with our automated telephone system during your callsOur records of your My BMW account activity reflect you accessed the website on May 14, 2015, June 25, 2015, September 11, 2015, September 15, 2015, and November During your May 14, and June online sessions, you accessed the EasyPay page, but elected to not to complete enrollment in EasyPay and instead opened the “Make a Payment” page to process a one-time paymentOn September 11, 2015, when you accessed your online account, it reflected the account being due for your August 11, and September 11, payment due datesYou completed a one-time payment for the August amount due and completed enrollment in EasyPay, selecting an October 11, start date On September 15, you accessed the website, which now reflected the account was still due for September 11, 2015, but did not make a paymentOn November 12, 2015, when you accessed your online account it reflected it was still due for November 11, 2015, but you did not make a payment During the months of July through November 2015, BMW Financial Services sent you a monthly Account Statement in advance of your next due date reflecting the account was past dueIn addition, our records show we sent numerous email notifications notifying you no payment had been received or requesting you contact our officeOur records show we did leave voice mail messages on your cell September 8, and November 10, In your complaint, you state once you realized your account was past due you “IMMEDIATELY remedied the problem.” Our records show you finally called our office on November 11, to discuss your account and the delinquencies reported to the credit bureaus, but still did not make a payment to bring your account currentDuring the month of November there were several phone conversations and indirect disputes filed with the credit reporting agencies, yet the account continued to go unpaidIn fact, the missed payment was not paid by you, but deferred on December 10, as the means to cure your past due account statusUltimately, it is your responsibility to maintain your financial records, including ensuring payments are made on time with whichever method of payment you elect to useUnfortunately, our response remains unchanged; your recent correspondence and our re-investigation do not provide sufficient justification to change the way we are reporting your payment history to the credit reporting agencies If you have any questions, please contact our office, Monday through Friday, from 9:a.mto 9:p.mET, or by mail at either address listed on this letter Yours sincerely, Cordell K*** Special Accounts Manager BMW Financial Services NA, LLC

Dear MsStephens: Thank you for giving us the opportunity to address your concerns through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint Our records indicate we received a payment from your insurance company, Geico, on January 13, in the amount of $34,The payoff as of the date their check was received was $55,849.09, which left an initial deficiency balance remaining of $21, BMW Financial Services has received confirmation that your GAP provider, Safe-Guard Products International, LLC, has completed their claimThey have sent us a payment in the amount of $20,Unfortunately, this does not cover the total deficiency balance owedMany GAP providers have exclusions, or items they will not coverIn our experience, these could include, but are not limited to, late payments and the associated late fees, additional interest, deductibles, or deferrals made over the life of the loanIn the case a GAP payment does not satisfy an account in full, you would be responsible to pay the balance owedIf you should have questions about the specific exclusions listed in your GAP policy, please contact your provider, Safe-Guard Productions International, LLC directly at ###-###-####As of today’s date, we can confirm that the remaining balance still due is $ If you have any questions, please contact us at ###-###-####, Monday through Friday, from 9:a.mto 6:p.mETYours sincerely, Jessica H [redacted] Recovery Specialist BMW Financial Services NA, LLC

Dear [redacted] : Thank you for giving us the opportunity to address your concerns regarding your above-referenced vehicle through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint Mr Vaughn, we regret to hear the multiple vehicular issues you are experiencing with your BMW MSedanAs the financial services division of BMW Group, we can only respond to inquiries regarding the Motor Vehicle Lease Agreement (Lease Agreement) or the account with usIssues pertaining to the vehicle itself are handled by BMW of North America, LLCWe encourage you to continue to work with BMW of North AmericaThe Customer Relations department of BMW of North America may be contacted at ###-###-#### Monday through Thursday, from 9:a.mto 9:p.mET and from 9:a.mto 6:p.mET on FridayBMW Group prides itself in providing premium customer serviceWe sincerely apologize if a representative of BMW of North America failed to provide you with the level of service you expect and deserveWe have forwarded your feedback to management in BMW of North America to address your concerns with the representative in question While we understand and empathize with the frustration caused by your situation, we are unable to comply with your request to terminate the Lease Agreement early with no penalty, or to assist you in providing a substitution vehicleThe Lease Agreement is active and the account will remain open until the remaining payments have been satisfiedFor your convenience, we have enclosed a copy of the Lease Fulfillment Overview to review your Early Termination options We are committed to providing you with the highest level of serviceIf you have any questions, or if you wish to pursue an Early Termination, please contact me, Chelsea W [redacted] at ###-###-####, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letterYours sincerely, Chelsea W [redacted] Senior Account Specialist BMW Financial Services NA, LLC

My payment with BMW Financial Services is due on 11/14, account number The vehicle is not in my possession, it was not able to be registered due to past due property taxes and the dealership is well aware of thisThey have the vehicle in storage until taxes are paidHowever, the tax bill is quite high and can not cover car payment as wellThe tax bill is around and do not have enough to cover bothI need payment deferred a month to December in order to buy time to pay taxesI believe this to be reasonable, considering I do not have the car in my possession and they can verify this with BMW dealer, BMW of [redacted] They are also looking for a payment on a previous account, [redacted] , which was paid off by [redacted] However, a small amount was left over, around I believeI do not have exact amount available to me at the momentThe GAP company, [redacted] claims, paid out the claim with no benefits so amount was not paid outTheir reason(s) for non-payout vary and are inconsistent/bogusPlease advise BMW Financial Services I refuse to pay and if they are still seeking payment they need to contact either [redacted] and or [redacted] Claims

Dear Mr [redacted] : Thank you for giving us another opportunity to address your issue regarding the sales tax for your above referenced account through the Revdex.com complaint processWe regret our previous response did not fully address your concerns, and hope the following information and explanation will answer the issue addressed in your complaint Mr [redacted] your most recent response states you are not renting the vehicle to others, and confirms you are renting the vehicle from BMW Financial ServicesAdditionally, you state you leased your vehicle in New York and not in ArizonaSince you moved from New York to Arizona, and even though your Lease originated in New York, the above referenced Lease is subject to Arizona taxing regulations You paid upfront New York sales tax as part of this leaseYour payment of $1,for upfront sales tax was capitalized into your Lease and became a portion of the base lease payment of $As you stated, you moved to Arizona, where you registered your leased vehicle, five months into your Lease Unfortunately, the state of New York will not provide a refund for the sales tax originally paidThe state specifically addresses this situation in NY Publication The only case in which a lessee is eligible for a sales tax refund on a motor vehicle lease is if the vehicle is declared a lemon under New Car/ Used Car Lemon Laws and the manufacturer refunds the capitalized cost of the vehicle to the lessee BMW Financial Services as the owner of the vehicle is required to remit sales tax to the state of Arizona on the lease payments we collect once our property moves into this state, without credit for sales tax paid to a previous stateThe state addresses that situation in Arizona Publication which specifically states: “Arizona does not allow a rental business to take a deduction or credit for taxes paid in another state on a lease or rental of tangible personal property” We are required to pay sales tax to the state of Arizona on the lease payments we collectWe file a monthly sales tax return to Arizona where we report and pay all the sales tax for the month on our leases in this stateThe lessor, BMW Financial Services, seeks reimbursement for this tax from the lessee, you, under Section of the Lease in which you agreed to pay all official fees and taxes assessed by government authorities in connection with the LeaseAccordingly, BMW Financial Services has added a monthly amount of $for sales/use tax to be remitted by you We can appreciate your stance and rejection of our previous response, however, our decision remains unchanged Yours sincerely, Kyle C Senior Account Specialist BMW Financial Services NA, LLC