Thank you for giving us the opportunity to address your issue regarding your request for a partial payment refund as well as your recent customer service experience, through the Revdex.com complaint processWe regret to hear you were dissatisfied with the service you received when you contacted our office recently, and hope the following information and explanation fully satisfies your requestWe apologize for any frustration caused with this situation We understand from your complaint you are requesting we issue to you, a partial refund for the $payment you made on June 18, due to the use of your vehicle for only daysWe appreciate you entering into a new Motor Vehicle Lease Agreement (Lease) for the BMW 535d on June 27, Our records show you participated in the Pull Ahead Program, which allowed us to waive your July 18, monthly payment and end your BMW 535iA Lease early As you discussed with our associate, the Pull Ahead Program does not allow us to credit or refund payments that were previously paid to your accountWhile the program is not intended to cover payments paid to your account prior to taking advantage of our Pull Ahead program, in appreciation of your business, we have placed a $credit on your new account, This credit may be applied towards your July 27, payment due dateWe have enclosed an updated copy of your July 27, Account Statement for your records Again, we appreciate your business and are committed to providing you with the highest level of serviceIf you have any questions, please contact a Customer Service Advocate at (800) [redacted] 0, Monday through Friday, from 9:a.mto 9:p.mET, or by mail at either address listed on this letter
I am rejecting this response because: the dealership did not handle the returning of my Mini as they were supposed to, I told the salesman to check the tires, I gave him the slip the inspector filled out and he did not do itWhen they did check the tires, finally, after I made several calls, I was not present when they checked the tires so how do I know if they did in fact measure them and was it even the Mini I dropped off As the response from BMW states, they did indeed waive half the return charge and they waived half of the tire fee which as they said was more than they had to do BUT they're missing my point....I followed drop off procedure properly, [redacted] Mini did not It's not even about the money now, it's about admitting the whole process of me returning the car was not handled correctly at their end It may never be resolved but I could not just let it go unexplained
Thank you for giving us the opportunity to respond to your complaint through the Revdex.com complaint process We hope the following information and explanation will answer the issues addressed in your complaint Please be advised that BMW Financial Services NA, LLC is a separate financing entity from the independently owned and operated BMW CentersAs such, we are only able to address issues and discussions pertaining to the terms and conditions of your Motor Vehicle Lease Agreement (Lease)We cannot address any information that an individual BMW Center did or did not provide to you since we were not a direct party to the conversationAll 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 also contact them directly at (800) [redacted] , we apologize for any wrong or confusing information provided by your representative at BMW of ManhattanA mileage refund is only given under two circumstancesThe first circumstance is if a high mileage contract is signed by the lessee, allowing for the unused miles to be refunded back to the account Your Lease would not qualify for this high mileage credit Additionally, we offer an Owner’s Loyalty Mileage Credit, based on the percentage of unused miles and given as a loyalty for returning with a new lease or loan financed through BMW Financial Services and applied to the new accountOur records do not indicate a new vehicle was financed under your name with BMW Financial Services, thus we would be unable to give you this credit After reviewing your account, we can confirm receipt of a payment from your excess wear and tear provider in the amount of $This amount has been applied to your account to reduce the exterior charge that was assessedThe remaining balance owed is the disposition fee due to the fact you did not finance a new or pre-owned BMW brand vehicle as well as the balance of the exterior damageSince the charges that have been assessed to your account are accurate and have been billed in accordance with the terms of your Lease, we are unable to accommodate your request to waive the balance on your account If you have any questions, please contact us at (800) [redacted] , Monday through Friday, from 9:a.mto 9:p.mET, or by mail at either address listed on this letter
Thank you for giving us the opportunity to address your issue regarding a missing payment through the Revdex.com complaint processWe hope the following information and explanation will answer the issue in your complaint We are sorry to hear the payment you made on July 6, was not initially posted to your accountUnfortunately we were unable to locate the missing payment using the information you submitted to us on August 5, Our records indicate that we received a written statement from you about the missing payment; however, we did not receive additional documentation with proof of the payment processing as stated in your letter Western Union contacted us August 11, and stated they located the missing paymentWestern Union confirmed the payment was not sent to us because the wrong code city and state was used when the payment was requested through your on line banking with [redacted] ***They advised they will be recoding the payment, and that the process can take 24-hours before the payment is issued to us In light of the circumstances, we have removed the day delinquency that was reported for the payment due July 4, and removed the late chargeWe are sending an update to Equifax, Experian, Innovis and TransUnion to clear the delinquency from your fileAlthough it may occur sooner, please allow approximately to days for all of the credit reporting agencies to change the information on their systems MrH***, we sincerely apologize for the frustration you experienced working with BMW Financial Services to resolve your payment issueAdditionally, we appreciate you taking the time to provide us feedback regarding your experience We are committed to providing you with the highest level of serviceIf you have any questions, please contact me, Brandon K [redacted] at (800) [redacted] , Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter
Thank you for giving us another opportunity to respond to your concerns regarding the way we are reporting your account to the credit reporting agencies, through the Revdex.com complaint processWe hope the following information and explanation fully resolves this issue In your correspondence you expressed you do not agree with the way we are reporting your account because you have paid as agreed and are still paying on the accountAlphera Financial Services is committed to reporting accurate information to the credit reportingAgain, we verified we are reporting that zero payments were received or more days past due, prior to the total loss of your vehicle As you are aware, following the total loss of your vehicle, the payoff we received from your insurance company, [redacted] , in the amount of $13,834.26, did not satisfy your account balance in fullAccordingly, [redacted] Financial Services has reported to the credit reporting agencies that this account has been transferred to our Recovery section, as well as assigned to internal or external collections Each month we are sending an automatic update to the credit reporting agencies, which reflects your current account balanceAs of the date of this letter, your account balance is $1,Upon receipt of your payment in full, we will update our reporting of your account to reflect that your account is paid in full [redacted] furnishes account data to the credit bureaus in compliance with the Fair Credit Reporting Act (FCRA)The FCRA requires that the information provided by [redacted] be accurateAccordingly, [redacted] does not instruct the credit bureaus to change the way we are reporting an account unless our reporting of that information is inaccurateIn this case, the data [redacted] furnished to the credit bureaus is accurate Although we empathize with your situation, as a financial services provider we are required to report payment histories pursuant to established guidelines and therefore, are restricted from changing any information we have correctly reportedWe have made the decision to report to the credit bureaus and must report all of our customers based upon the same criteria to maintain the accuracy and integrity of our reportingBecause we have no evidence indicating that our reporting is not accurate, we are unable to accommodate your request to alter the information we are reporting If you have any questions, please contact a Customer Service Advocate at (866) [redacted] , Monday through Friday, from 9:a.mto 9:p.mET, or by mail at either address listed on this letter
Thank you for giving us the opportunity to respond to your complaint through the Revdex.com complaint process We hope the following information and explanation will answer the issues addressed in your complaint We understand your vehicle was equipped with snow tires at the time you had the vehicle inspected, and that the inspector did look at your original tires and advised you they were fineHowever, following the return of your vehicle, [redacted] *** measured the tread depth and found that each tire was under the minimum 4/32” tread depth remaining [redacted] , we regret to hear [redacted] provided you with incorrect information regarding the condition of your tiresHowever, we bill end of lease charges based on the condition of the vehicle at the time it is inspectedSince you did not have the correct tires on the vehicle at the time of inspection and [redacted] *** advised *** Financial Services the original tires did not meet the minimum tread depth allowed at lease return, the $tire charge assessed to your account is valid In appreciation of your business *** Financial Services agreed to waive half of your $disposition fee, and half of the $tire charge assessed to your accountAs indicated in your complaint, we previously offered to settle your account for a payment of $212.50, if the payment was made by Jun 20, Although your payment was received on June 24, 2014, we will accept your payment, and close your account as paid in full [redacted] , the charges billed to your account are valid, and were billed in accordance with the terms of your Motor Vehicle Lease AgreementBecause the charges billed to your account are valid, and we already offered a 50% reduction to you with the end of lease charges that were assessed, we are unable to accommodate your request to refund the amount you paid towards the disposition fee or the tire charges If you have any questions, please contact an End of Term Specialist at (800) [redacted] , Monday through Friday, from 9:a.mto 9:p.mET, or by mail at either address listed on this letter
I feel the conflict is unresolved, *** said they would work with me over a period of months for the balance due but when I called to make my payment in the amount of $the representative said the next payment I made would be unacceptable because I need to be on a payment plan which again was never brought up when I first called to make a paymentThat is the reason I am rejecting
Thank you for giving us the opportunity to address your complaint through the Revdex.com complaint process regarding the service you received from usWe hope the following information and explanation will address your complaint
We were sorry to learn that you were having
difficulties being transferred to the extension you requested This is the first that we have heard of this type of issue, so we have forwarded this information to our Technology Services Department for further research
Additionally, we apologize that the interaction you had with one of our associates was less than satisfactoryWe pride ourselves in offering quality customer service and apologize if our associate was rude and did not follow up on our commitment to you
*** *** at this time your account is over days past dueYou are past due for your April, May, June, July and August payment due datesAs a result of the past due balance, your account is now at an escalated statusGiven the severity of your delinquency on your account we recommend that you contact us as soon as possible at (800) ***, Monday through Friday, from 9:a.mto 9:p.mET to discuss payment arrangementsWe have enclosed a copy of your transaction history for your records.
If you have any questions, please contact me, Alicia Reinhart at (800) ***, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter
Thank you for giving us the opportunity to address your issue regarding a missing payment through the Revdex.com complaint processWe hope the following information and explanation will answer the issue in your complaint
We are sorry to hear the payment you made on July 6, was not initially posted to your accountUnfortunately we were unable to locate the missing payment using the information you submitted to us on August 5, Our records indicate that we received a written statement from you about the missing payment; however, we did not receive additional documentation with proof of the payment processing as stated in your letter
Western Union contacted us August 11, and stated they located the missing paymentWestern Union confirmed the payment was not sent to us because the wrong code city and state was used when the payment was requested through your on line banking with *** ***They advised they will be recoding the payment, and that the process can take 24-hours before the payment is issued to us
In light of the circumstances, we have removed the day delinquency that was reported for the payment due July 4, and removed the late chargeWe are sending an update to Equifax, Experian, Innovis and TransUnion to clear the delinquency from your fileAlthough it may occur sooner, please allow approximately to days for all of the credit reporting agencies to change the information on their systems
MrH***, we sincerely apologize for the frustration you experienced working with BMW Financial Services to resolve your payment issueAdditionally, we appreciate you taking the time to provide us feedback regarding your experience
We are committed to providing you with the highest level of serviceIf you have any questions, please contact me, Brandon K*** at (800) ***, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter
Thank you for giving us the opportunity to address your payment concerns through the Revdex.com complaint processWe hope that the following information and explanation will answer the issue addressed in your complaint
Because the payment of $3,posted to your account
on August 28, did not satisfy your entire payoff balance BMW Financial Service was required to apply $of the payment toward the applicable California sales taxes associated with the collection of the paymentWe are unable to accommodate your request that we refund to you the $in California sales taxesIn the event we were to refund $of your August 28, payment, we would still be required to collect applicable California sales tax on the remaining $2,
Pursuant to your request we are able to refund the August 28, payment of $3,In order for BMW Financial Services to refund this payment we must ask you provide us a copy of your bank statement confirming the payment has cleared your bank account before we can process an Automated Clearing House (ACH) return of fundsOnce the refund has been approved it would take approximately 3-business days for the funds to be returned to the bank account from which they were debitedHowever, if you are unable to provide confirmation the payment has cleared your bank account we cannot initiate the ACH refund until September 19, 2014, which is business days after the payment was initiated on August 28,
Your confirmation the August 28, payment cleared may be faxed to (800) ***Please include your BMW Financial Services account number and attention on any faxes to me, *** ***You may also provide confirmation the payment has cleared by attaching the confirmation and emailing us at c***Please include your account number and my name in the subject line of any documentation sent by email
In your dispute you stated that upon request to escalate your issue BMW Financial Services advised a representative would call you back, but you did not receive follcontactHowever, our records confirm that, while a Senior Account Specialist was unable to take your initial call at 11:a.mon August 29, a Senior Account Specialist did attempted to contact you at 1:p.mand left a voicemail requesting follcontact
Additionally, you were connected directly to a Senior Account Specialist when you called back at 1:p.mon August 29, Based on your conversation with our representative we researched your concerns and our representative followand contacted you by phone at (619) 3*** at 5:p.mon August 29, to confirm that while your intention was to reduce the payoff balance of the vehicle to $27,Again, BMW Financial Service is required to collect applicable California sales taxes associated with any payment posted for less than the total payoff balance
We are committed to providing you with the highest level of serviceIf you have any questions, please contact me, *** *** at (800) ***, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter
Best regards,
Thank you for giving us the opportunity to address your complaint through the Revdex.com complaint process regarding the service you received from usWe hope the following information and explanation will address your complaint
We were sorry to learn that you were having difficulties being transferred to the extension you requested This is the first that we have heard of this type of issue, so we have forwarded this information to our Technology Services Department for further research
Additionally, we apologize that the interaction you had with one of our associates was less than satisfactoryWe pride ourselves in offering quality customer service and apologize if our associate was rude and did not follow up on our commitment to you
*** *** at this time your account is over days past dueYou are past due for your April, May, June, July and August payment due datesAs a result of the past due balance, your account is now at an escalated statusGiven the severity of your delinquency on your account we recommend that you contact us as soon as possible at (800) ***, Monday through Friday, from 9:a.mto 9:p.mET to discuss payment arrangementsWe have enclosed a copy of your transaction history for your records.
If you have any questions, please contact me, Alicia Reinhart at (800) ***, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter
Thank you for giving us another opportunity to address your issue regarding the repayment of your deficiency balance through the Revdex.com complaint process. We hope the following information and explanation will completely resolve the issues addressed in your complaint.
We apologize if you feel you were misinformed regarding the necessity to establish and maintain a payment plan to resolve the deficiency balance on your account. We have attempted to work with you, by accommodating your request to make partial arrangements towards your account balance.
As stated in our previous correspondence, your outstanding balance, $2,063.88, remains due at this time. Our records confirm you committed to make payment in the amount of $150.00, on or before September 30, 2014, as well as two additional payments of $150.00 on or before October 30, 2014 and December 1, 2014. As you are aware, additional arrangements will need to be established on or before December 1, 2014. If these arrangements are not maintained as agreed the remaining balance may be placed with a collection agency for further collection activity.
If you have any questions regarding your arrangements for the repayment of your deficiency balance, please contact us at (800) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
I am rejecting this response because: Alphara did negative credit reporting when I paid as agreed and still is making my payments, & often I payed above the agreed amount. I have all the documentations and so does [redacted] with my confirmations of payment.
Thank you for giving us the opportunity to respond to your complaint through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
Please be advised that 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 and discussions pertaining to the terms and conditions of your Motor Vehicle Lease Agreement (Lease). We cannot address any information that an individual BMW Center did or did not provide to you since we were not a direct party to the conversation. All 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, LLC. You may also contact them directly at (800) [redacted]
[redacted], we apologize for any wrong or confusing information provided by your representative at BMW of Manhattan. A mileage refund is only given under two circumstances. The first circumstance is if a high mileage contract is signed by the lessee, allowing for the unused miles to be refunded back to the account. Your Lease would not qualify for this high mileage credit.
Additionally, we offer an Owner’s Loyalty Mileage Credit, based on the percentage of unused miles and given as a loyalty for returning with a new lease or loan financed through BMW Financial Services and applied to the new account. Our records do not indicate a new vehicle was financed under your name with BMW Financial Services, thus we would be unable to give you this credit.
After reviewing your account, we can confirm receipt of a payment from your excess wear and tear provider in the amount of $335.50. This amount has been applied to your account to reduce the exterior charge that was assessed. The remaining balance owed is the disposition fee due to the fact you did not finance a new or pre-owned BMW brand vehicle as well as the balance of the exterior damage. Since the charges that have been assessed to your account are accurate and have been billed in accordance with the terms of your Lease, we are unable to accommodate your request to waive the balance on your account.
If you have any questions, please contact us at (800) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, as BMW has informed me to contact the dealership with further complaints.
I am rejecting this response because: the dealership did not handle the returning of my Mini as they were supposed to, I told the salesman to check the tires, I gave him the slip the inspector filled out and he did not do it. When they did check the tires, finally, after I made several calls, I was not present when they checked the tires so how do I know if they did in fact measure them and was it even the Mini I dropped off. As the response from BMW states, they did indeed waive half the return charge and they waived half of the tire fee which as they said was more than they had to do BUT they're missing my point....I followed drop off procedure properly, [redacted] Mini did not. It's not even about the money now, it's about admitting the whole process of me returning the car was not handled correctly at their end. It may never be resolved but I could not just let it go unexplained.
Can you please request further clarification regarding what issues she is experiencing that were not addressed in our previous responses? I am unable to determine this from her rejection.
--
BMW Group
Financial Services
Melissa Marth
Customer Correspondence Specialist
5550 Britton Parkway
Hilliard, OH 43026
Tel: 614-718-6998
Mail: [email protected]
Web: http://www.bmwusa.com/fs
Thank you for giving us another opportunity to respond to your issues regarding the end of lease process for the above referenced vehicle through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
[redacted] we regret that [redacted] provided you with incorrect information regarding the condition of your tires, and that you feel that [redacted] MINI did not property handle the return of your vehicle. We understand from your letter, at this point, it is not about the money, it is about admitting that the process was flawed. Please be advised, [redacted] Financial Services is a separate entity from [redacted] MINI. We were not a direct party to the exchange of information that took place and cannot directly comment on the information. Please contact [redacted] MINI directly to address you concerns regarding your experience with their MINI Center and the process during your end of lease return.
Although we empathize with your concerns, as indicated in our previous response, the charges billed to your account are valid in accordance with the terms of your Motor Vehicle Lease Agreement. Because the charges are valid, and we have already offered a 50% reduction in the end of lease charges assessed, no adjustments will be made. We are unable to accommodate your request to refund the amount you have paid towards the disposition fee or the tire charges.
If you have any questions, please contact an End of Term Specialist at (800) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
Thank you for giving us the opportunity to address your issue regarding your request for a partial payment refund as well as your recent customer service experience, through the Revdex.com complaint process. We regret to hear you were dissatisfied with the service you received when you...
contacted our office recently, and hope the following information and explanation fully satisfies your request. We apologize for any frustration caused with this situation.
We understand from your complaint you are requesting we issue to you, a partial refund for the $804.57 payment you made on June 18, 2014 due to the use of your vehicle for only 9 days. We appreciate you entering into a new Motor Vehicle Lease Agreement (Lease) for the 2014 BMW 535d on June 27, 2014. Our records show you participated in the Pull Ahead Program, which allowed us to waive your July 18, 2014 monthly payment and end your 2011 BMW 535iA Lease early.
As you discussed with our associate, the Pull Ahead Program does not allow us to credit or refund payments that were previously paid to your account. While the program is not intended to cover payments paid to your account prior to taking advantage of our Pull Ahead program, in appreciation of your business, we have placed a $550.00 credit on your new account, 4001876620. This credit may be applied towards your July 27, 2014 payment due date. We have enclosed an updated copy of your July 27, 2014 Account Statement for your records.
Again, we appreciate your business and are committed to providing you with the highest level of service. If you have any questions, please contact a Customer Service Advocate at (800) [redacted]0, Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
Thank you for giving us the opportunity to respond to your complaint through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
We understand your vehicle was equipped with snow tires...
at the time you had the vehicle inspected, and that the inspector did look at your original tires and advised you they were fine. However, following the return of your vehicle, [redacted] measured the tread depth and found that each tire was under the minimum 4/32” tread depth remaining.
[redacted], we regret to hear [redacted] provided you with incorrect information regarding the condition of your tires. However, we bill end of lease charges based on the condition of the vehicle at the time it is inspected. Since you did not have the correct tires on the vehicle at the time of inspection and [redacted] advised [redacted] Financial Services the original tires did not meet the minimum tread depth allowed at lease return, the $400.00 tire charge assessed to your account is valid.
In appreciation of your business [redacted] Financial Services agreed to waive half of your $350.00 disposition fee, and half of the $400.00 tire charge assessed to your account. As indicated in your complaint, we previously offered to settle your account for a payment of $212.50, if the payment was made by Jun 20, 2014. Although your payment was received on June 24, 2014, we will accept your payment, and close your account as paid in full.
[redacted], the charges billed to your account are valid, and were billed in accordance with the terms of your Motor Vehicle Lease Agreement. Because the charges billed to your account are valid, and we already offered a 50% reduction to you with the end of lease charges that were assessed, we are unable to accommodate your request to refund the amount you paid towards the disposition fee or the tire charges.
If you have any questions, please contact an End of Term Specialist at (800) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
Thank you for giving us the opportunity to address your issue regarding your request for a partial payment refund as well as your recent customer service experience, through the Revdex.com complaint processWe regret to hear you were dissatisfied with the service you received when you contacted our office recently, and hope the following information and explanation fully satisfies your requestWe apologize for any frustration caused with this situation We understand from your complaint you are requesting we issue to you, a partial refund for the $payment you made on June 18, due to the use of your vehicle for only daysWe appreciate you entering into a new Motor Vehicle Lease Agreement (Lease) for the BMW 535d on June 27, Our records show you participated in the Pull Ahead Program, which allowed us to waive your July 18, monthly payment and end your BMW 535iA Lease early As you discussed with our associate, the Pull Ahead Program does not allow us to credit or refund payments that were previously paid to your accountWhile the program is not intended to cover payments paid to your account prior to taking advantage of our Pull Ahead program, in appreciation of your business, we have placed a $credit on your new account, This credit may be applied towards your July 27, payment due dateWe have enclosed an updated copy of your July 27, Account Statement for your records Again, we appreciate your business and are committed to providing you with the highest level of serviceIf you have any questions, please contact a Customer Service Advocate at (800) [redacted] 0, Monday through Friday, from 9:a.mto 9:p.mET, or by mail at either address listed on this letter
I am rejecting this response because: the dealership did not handle the returning of my Mini as they were supposed to, I told the salesman to check the tires, I gave him the slip the inspector filled out and he did not do itWhen they did check the tires, finally, after I made several calls, I was not present when they checked the tires so how do I know if they did in fact measure them and was it even the Mini I dropped off As the response from BMW states, they did indeed waive half the return charge and they waived half of the tire fee which as they said was more than they had to do BUT they're missing my point....I followed drop off procedure properly, [redacted] Mini did not It's not even about the money now, it's about admitting the whole process of me returning the car was not handled correctly at their end It may never be resolved but I could not just let it go unexplained
Thank you for giving us the opportunity to respond to your complaint through the Revdex.com complaint process We hope the following information and explanation will answer the issues addressed in your complaint Please be advised that BMW Financial Services NA, LLC is a separate financing entity from the independently owned and operated BMW CentersAs such, we are only able to address issues and discussions pertaining to the terms and conditions of your Motor Vehicle Lease Agreement (Lease)We cannot address any information that an individual BMW Center did or did not provide to you since we were not a direct party to the conversationAll 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 also contact them directly at (800) [redacted] , we apologize for any wrong or confusing information provided by your representative at BMW of ManhattanA mileage refund is only given under two circumstancesThe first circumstance is if a high mileage contract is signed by the lessee, allowing for the unused miles to be refunded back to the account Your Lease would not qualify for this high mileage credit Additionally, we offer an Owner’s Loyalty Mileage Credit, based on the percentage of unused miles and given as a loyalty for returning with a new lease or loan financed through BMW Financial Services and applied to the new accountOur records do not indicate a new vehicle was financed under your name with BMW Financial Services, thus we would be unable to give you this credit After reviewing your account, we can confirm receipt of a payment from your excess wear and tear provider in the amount of $This amount has been applied to your account to reduce the exterior charge that was assessedThe remaining balance owed is the disposition fee due to the fact you did not finance a new or pre-owned BMW brand vehicle as well as the balance of the exterior damageSince the charges that have been assessed to your account are accurate and have been billed in accordance with the terms of your Lease, we are unable to accommodate your request to waive the balance on your account If you have any questions, please contact us at (800) [redacted] , Monday through Friday, from 9:a.mto 9:p.mET, or by mail at either address listed on this letter
Thank you for giving us the opportunity to address your issue regarding a missing payment through the Revdex.com complaint processWe hope the following information and explanation will answer the issue in your complaint We are sorry to hear the payment you made on July 6, was not initially posted to your accountUnfortunately we were unable to locate the missing payment using the information you submitted to us on August 5, Our records indicate that we received a written statement from you about the missing payment; however, we did not receive additional documentation with proof of the payment processing as stated in your letter Western Union contacted us August 11, and stated they located the missing paymentWestern Union confirmed the payment was not sent to us because the wrong code city and state was used when the payment was requested through your on line banking with [redacted] ***They advised they will be recoding the payment, and that the process can take 24-hours before the payment is issued to us In light of the circumstances, we have removed the day delinquency that was reported for the payment due July 4, and removed the late chargeWe are sending an update to Equifax, Experian, Innovis and TransUnion to clear the delinquency from your fileAlthough it may occur sooner, please allow approximately to days for all of the credit reporting agencies to change the information on their systems MrH***, we sincerely apologize for the frustration you experienced working with BMW Financial Services to resolve your payment issueAdditionally, we appreciate you taking the time to provide us feedback regarding your experience We are committed to providing you with the highest level of serviceIf you have any questions, please contact me, Brandon K [redacted] at (800) [redacted] , Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter
Thank you for giving us another opportunity to respond to your concerns regarding the way we are reporting your account to the credit reporting agencies, through the Revdex.com complaint processWe hope the following information and explanation fully resolves this issue In your correspondence you expressed you do not agree with the way we are reporting your account because you have paid as agreed and are still paying on the accountAlphera Financial Services is committed to reporting accurate information to the credit reportingAgain, we verified we are reporting that zero payments were received or more days past due, prior to the total loss of your vehicle As you are aware, following the total loss of your vehicle, the payoff we received from your insurance company, [redacted] , in the amount of $13,834.26, did not satisfy your account balance in fullAccordingly, [redacted] Financial Services has reported to the credit reporting agencies that this account has been transferred to our Recovery section, as well as assigned to internal or external collections Each month we are sending an automatic update to the credit reporting agencies, which reflects your current account balanceAs of the date of this letter, your account balance is $1,Upon receipt of your payment in full, we will update our reporting of your account to reflect that your account is paid in full [redacted] furnishes account data to the credit bureaus in compliance with the Fair Credit Reporting Act (FCRA)The FCRA requires that the information provided by [redacted] be accurateAccordingly, [redacted] does not instruct the credit bureaus to change the way we are reporting an account unless our reporting of that information is inaccurateIn this case, the data [redacted] furnished to the credit bureaus is accurate Although we empathize with your situation, as a financial services provider we are required to report payment histories pursuant to established guidelines and therefore, are restricted from changing any information we have correctly reportedWe have made the decision to report to the credit bureaus and must report all of our customers based upon the same criteria to maintain the accuracy and integrity of our reportingBecause we have no evidence indicating that our reporting is not accurate, we are unable to accommodate your request to alter the information we are reporting If you have any questions, please contact a Customer Service Advocate at (866) [redacted] , Monday through Friday, from 9:a.mto 9:p.mET, or by mail at either address listed on this letter
Thank you for giving us the opportunity to respond to your complaint through the Revdex.com complaint process We hope the following information and explanation will answer the issues addressed in your complaint We understand your vehicle was equipped with snow tires at the time you had the vehicle inspected, and that the inspector did look at your original tires and advised you they were fineHowever, following the return of your vehicle, [redacted] *** measured the tread depth and found that each tire was under the minimum 4/32” tread depth remaining [redacted] , we regret to hear [redacted] provided you with incorrect information regarding the condition of your tiresHowever, we bill end of lease charges based on the condition of the vehicle at the time it is inspectedSince you did not have the correct tires on the vehicle at the time of inspection and [redacted] *** advised *** Financial Services the original tires did not meet the minimum tread depth allowed at lease return, the $tire charge assessed to your account is valid In appreciation of your business *** Financial Services agreed to waive half of your $disposition fee, and half of the $tire charge assessed to your accountAs indicated in your complaint, we previously offered to settle your account for a payment of $212.50, if the payment was made by Jun 20, Although your payment was received on June 24, 2014, we will accept your payment, and close your account as paid in full [redacted] , the charges billed to your account are valid, and were billed in accordance with the terms of your Motor Vehicle Lease AgreementBecause the charges billed to your account are valid, and we already offered a 50% reduction to you with the end of lease charges that were assessed, we are unable to accommodate your request to refund the amount you paid towards the disposition fee or the tire charges If you have any questions, please contact an End of Term Specialist at (800) [redacted] , Monday through Friday, from 9:a.mto 9:p.mET, or by mail at either address listed on this letter
I feel the conflict is unresolved, *** said they would work with me over a period of months for the balance due but when I called to make my payment in the amount of $the representative said the next payment I made would be unacceptable because I need to be on a payment plan which again was never brought up when I first called to make a paymentThat is the reason I am rejecting
Thank you for giving us the opportunity to address your complaint through the Revdex.com complaint process regarding the service you received from usWe hope the following information and explanation will address your complaint
We were sorry to learn that you were having
difficulties being transferred to the extension you requested This is the first that we have heard of this type of issue, so we have forwarded this information to our Technology Services Department for further research
Additionally, we apologize that the interaction you had with one of our associates was less than satisfactoryWe pride ourselves in offering quality customer service and apologize if our associate was rude and did not follow up on our commitment to you
*** *** at this time your account is over days past dueYou are past due for your April, May, June, July and August payment due datesAs a result of the past due balance, your account is now at an escalated statusGiven the severity of your delinquency on your account we recommend that you contact us as soon as possible at (800) ***, Monday through Friday, from 9:a.mto 9:p.mET to discuss payment arrangementsWe have enclosed a copy of your transaction history for your records.
If you have any questions, please contact me, Alicia Reinhart at (800) ***, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter
Thank you for giving us the opportunity to address your issue regarding a missing payment through the Revdex.com complaint processWe hope the following information and explanation will answer the issue in your complaint
We are sorry to hear the payment you made on July 6, was not initially posted to your accountUnfortunately we were unable to locate the missing payment using the information you submitted to us on August 5, Our records indicate that we received a written statement from you about the missing payment; however, we did not receive additional documentation with proof of the payment processing as stated in your letter
Western Union contacted us August 11, and stated they located the missing paymentWestern Union confirmed the payment was not sent to us because the wrong code city and state was used when the payment was requested through your on line banking with *** ***They advised they will be recoding the payment, and that the process can take 24-hours before the payment is issued to us
In light of the circumstances, we have removed the day delinquency that was reported for the payment due July 4, and removed the late chargeWe are sending an update to Equifax, Experian, Innovis and TransUnion to clear the delinquency from your fileAlthough it may occur sooner, please allow approximately to days for all of the credit reporting agencies to change the information on their systems
MrH***, we sincerely apologize for the frustration you experienced working with BMW Financial Services to resolve your payment issueAdditionally, we appreciate you taking the time to provide us feedback regarding your experience
We are committed to providing you with the highest level of serviceIf you have any questions, please contact me, Brandon K*** at (800) ***, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter
Thank you for giving us the opportunity to address your payment concerns through the Revdex.com complaint processWe hope that the following information and explanation will answer the issue addressed in your complaint
Because the payment of $3,posted to your account
on August 28, did not satisfy your entire payoff balance BMW Financial Service was required to apply $of the payment toward the applicable California sales taxes associated with the collection of the paymentWe are unable to accommodate your request that we refund to you the $in California sales taxesIn the event we were to refund $of your August 28, payment, we would still be required to collect applicable California sales tax on the remaining $2,
Pursuant to your request we are able to refund the August 28, payment of $3,In order for BMW Financial Services to refund this payment we must ask you provide us a copy of your bank statement confirming the payment has cleared your bank account before we can process an Automated Clearing House (ACH) return of fundsOnce the refund has been approved it would take approximately 3-business days for the funds to be returned to the bank account from which they were debitedHowever, if you are unable to provide confirmation the payment has cleared your bank account we cannot initiate the ACH refund until September 19, 2014, which is business days after the payment was initiated on August 28,
Your confirmation the August 28, payment cleared may be faxed to (800) ***Please include your BMW Financial Services account number and attention on any faxes to me, *** ***You may also provide confirmation the payment has cleared by attaching the confirmation and emailing us at c***Please include your account number and my name in the subject line of any documentation sent by email
In your dispute you stated that upon request to escalate your issue BMW Financial Services advised a representative would call you back, but you did not receive follcontactHowever, our records confirm that, while a Senior Account Specialist was unable to take your initial call at 11:a.mon August 29, a Senior Account Specialist did attempted to contact you at 1:p.mand left a voicemail requesting follcontact
Additionally, you were connected directly to a Senior Account Specialist when you called back at 1:p.mon August 29, Based on your conversation with our representative we researched your concerns and our representative followand contacted you by phone at (619) 3*** at 5:p.mon August 29, to confirm that while your intention was to reduce the payoff balance of the vehicle to $27,Again, BMW Financial Service is required to collect applicable California sales taxes associated with any payment posted for less than the total payoff balance
We are committed to providing you with the highest level of serviceIf you have any questions, please contact me, *** *** at (800) ***, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter
Best regards,
Thank you for giving us the opportunity to address your complaint through the Revdex.com complaint process regarding the service you received from usWe hope the following information and explanation will address your complaint
We were sorry to learn that you were having difficulties being transferred to the extension you requested This is the first that we have heard of this type of issue, so we have forwarded this information to our Technology Services Department for further research
Additionally, we apologize that the interaction you had with one of our associates was less than satisfactoryWe pride ourselves in offering quality customer service and apologize if our associate was rude and did not follow up on our commitment to you
*** *** at this time your account is over days past dueYou are past due for your April, May, June, July and August payment due datesAs a result of the past due balance, your account is now at an escalated statusGiven the severity of your delinquency on your account we recommend that you contact us as soon as possible at (800) ***, Monday through Friday, from 9:a.mto 9:p.mET to discuss payment arrangementsWe have enclosed a copy of your transaction history for your records.
If you have any questions, please contact me, Alicia Reinhart at (800) ***, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter
Thank you for giving us another opportunity to address your issue regarding the repayment of your deficiency balance through the Revdex.com complaint process. We hope the following information and explanation will completely resolve the issues addressed in your complaint.
We apologize if you feel you were misinformed regarding the necessity to establish and maintain a payment plan to resolve the deficiency balance on your account. We have attempted to work with you, by accommodating your request to make partial arrangements towards your account balance.
As stated in our previous correspondence, your outstanding balance, $2,063.88, remains due at this time. Our records confirm you committed to make payment in the amount of $150.00, on or before September 30, 2014, as well as two additional payments of $150.00 on or before October 30, 2014 and December 1, 2014. As you are aware, additional arrangements will need to be established on or before December 1, 2014. If these arrangements are not maintained as agreed the remaining balance may be placed with a collection agency for further collection activity.
If you have any questions regarding your arrangements for the repayment of your deficiency balance, please contact us at (800) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
I am rejecting this response because: Alphara did negative credit reporting when I paid as agreed and still is making my payments, & often I payed above the agreed amount. I have all the documentations and so does [redacted] with my confirmations of payment.
Thank you for giving us the opportunity to respond to your complaint through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
Please be advised that 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 and discussions pertaining to the terms and conditions of your Motor Vehicle Lease Agreement (Lease). We cannot address any information that an individual BMW Center did or did not provide to you since we were not a direct party to the conversation. All 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, LLC. You may also contact them directly at (800) [redacted]
[redacted], we apologize for any wrong or confusing information provided by your representative at BMW of Manhattan. A mileage refund is only given under two circumstances. The first circumstance is if a high mileage contract is signed by the lessee, allowing for the unused miles to be refunded back to the account. Your Lease would not qualify for this high mileage credit.
Additionally, we offer an Owner’s Loyalty Mileage Credit, based on the percentage of unused miles and given as a loyalty for returning with a new lease or loan financed through BMW Financial Services and applied to the new account. Our records do not indicate a new vehicle was financed under your name with BMW Financial Services, thus we would be unable to give you this credit.
After reviewing your account, we can confirm receipt of a payment from your excess wear and tear provider in the amount of $335.50. This amount has been applied to your account to reduce the exterior charge that was assessed. The remaining balance owed is the disposition fee due to the fact you did not finance a new or pre-owned BMW brand vehicle as well as the balance of the exterior damage. Since the charges that have been assessed to your account are accurate and have been billed in accordance with the terms of your Lease, we are unable to accommodate your request to waive the balance on your account.
If you have any questions, please contact us at (800) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, as BMW has informed me to contact the dealership with further complaints.
I am rejecting this response because: the dealership did not handle the returning of my Mini as they were supposed to, I told the salesman to check the tires, I gave him the slip the inspector filled out and he did not do it. When they did check the tires, finally, after I made several calls, I was not present when they checked the tires so how do I know if they did in fact measure them and was it even the Mini I dropped off. As the response from BMW states, they did indeed waive half the return charge and they waived half of the tire fee which as they said was more than they had to do BUT they're missing my point....I followed drop off procedure properly, [redacted] Mini did not. It's not even about the money now, it's about admitting the whole process of me returning the car was not handled correctly at their end. It may never be resolved but I could not just let it go unexplained.
Can you please request further clarification regarding what issues she is experiencing that were not addressed in our previous responses? I am unable to determine this from her rejection.
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BMW Group
Financial Services
Melissa Marth
Customer Correspondence Specialist
5550 Britton Parkway
Hilliard, OH 43026
Tel: 614-718-6998
Mail: [email protected]
Web: http://www.bmwusa.com/fs
Thank you for giving us another opportunity to respond to your issues regarding the end of lease process for the above referenced vehicle through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
[redacted] we regret that [redacted] provided you with incorrect information regarding the condition of your tires, and that you feel that [redacted] MINI did not property handle the return of your vehicle. We understand from your letter, at this point, it is not about the money, it is about admitting that the process was flawed. Please be advised, [redacted] Financial Services is a separate entity from [redacted] MINI. We were not a direct party to the exchange of information that took place and cannot directly comment on the information. Please contact [redacted] MINI directly to address you concerns regarding your experience with their MINI Center and the process during your end of lease return.
Although we empathize with your concerns, as indicated in our previous response, the charges billed to your account are valid in accordance with the terms of your Motor Vehicle Lease Agreement. Because the charges are valid, and we have already offered a 50% reduction in the end of lease charges assessed, no adjustments will be made. We are unable to accommodate your request to refund the amount you have paid towards the disposition fee or the tire charges.
If you have any questions, please contact an End of Term Specialist at (800) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
Thank you for giving us the opportunity to address your issue regarding your request for a partial payment refund as well as your recent customer service experience, through the Revdex.com complaint process. We regret to hear you were dissatisfied with the service you received when you...
contacted our office recently, and hope the following information and explanation fully satisfies your request. We apologize for any frustration caused with this situation.
We understand from your complaint you are requesting we issue to you, a partial refund for the $804.57 payment you made on June 18, 2014 due to the use of your vehicle for only 9 days. We appreciate you entering into a new Motor Vehicle Lease Agreement (Lease) for the 2014 BMW 535d on June 27, 2014. Our records show you participated in the Pull Ahead Program, which allowed us to waive your July 18, 2014 monthly payment and end your 2011 BMW 535iA Lease early.
As you discussed with our associate, the Pull Ahead Program does not allow us to credit or refund payments that were previously paid to your account. While the program is not intended to cover payments paid to your account prior to taking advantage of our Pull Ahead program, in appreciation of your business, we have placed a $550.00 credit on your new account, 4001876620. This credit may be applied towards your July 27, 2014 payment due date. We have enclosed an updated copy of your July 27, 2014 Account Statement for your records.
Again, we appreciate your business and are committed to providing you with the highest level of service. If you have any questions, please contact a Customer Service Advocate at (800) [redacted]0, Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
Thank you for giving us the opportunity to respond to your complaint through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
We understand your vehicle was equipped with snow tires...
at the time you had the vehicle inspected, and that the inspector did look at your original tires and advised you they were fine. However, following the return of your vehicle, [redacted] measured the tread depth and found that each tire was under the minimum 4/32” tread depth remaining.
[redacted], we regret to hear [redacted] provided you with incorrect information regarding the condition of your tires. However, we bill end of lease charges based on the condition of the vehicle at the time it is inspected. Since you did not have the correct tires on the vehicle at the time of inspection and [redacted] advised [redacted] Financial Services the original tires did not meet the minimum tread depth allowed at lease return, the $400.00 tire charge assessed to your account is valid.
In appreciation of your business [redacted] Financial Services agreed to waive half of your $350.00 disposition fee, and half of the $400.00 tire charge assessed to your account. As indicated in your complaint, we previously offered to settle your account for a payment of $212.50, if the payment was made by Jun 20, 2014. Although your payment was received on June 24, 2014, we will accept your payment, and close your account as paid in full.
[redacted], the charges billed to your account are valid, and were billed in accordance with the terms of your Motor Vehicle Lease Agreement. Because the charges billed to your account are valid, and we already offered a 50% reduction to you with the end of lease charges that were assessed, we are unable to accommodate your request to refund the amount you paid towards the disposition fee or the tire charges.
If you have any questions, please contact an End of Term Specialist at (800) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.