BMW of Ontario

I am rejecting this response because: the balloon payment was not verbally disclosed during the transactionNo one, not the salesman, [redacted] , nor the finance rep disclosed this to me prior to me while signing any contractI believe this was done in dishonestly and it was not up front during the entire transaction processIf I would have know that this balloon payment was going to be added to my contract, I would have walked out of the dealer as I did not NEED a car [redacted] is not truthful in saying that I did not have a down paymentI gave my paid off Expedition as down paymentI'm appalled to know that this type of business practice is going onPeople should be made known of what they are signingIt's not fair for a business such as a dealer, to take advantage of people who don't read vehicle contracts on a daily basisI was very clear of where I wanted my car payment to beWhy did [redacted] say he could make that happen and not disclose something like this to me? Why would I make a car payment for years? This is ridiculous

Initial Business Response / [redacted] (1000, 5, 2016/03/15) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @penskeautomotive.com We began the lease end contact with this customer on September 3, about direct contacts and department hours for lease returns The customer has been in contact and we with him every month, multiple times since thenTwo different salesmen helped structure deals for him during this times as wellOn January 7, the customer came in for a pre-lease-end-inspection on his vehicleDuring that time the customer advised that he was planning on returning early and checking his and his wife's scheduleOur Lease End Consultant continued to follow up to set a final inspection appointmentShe made contact and explained twice if they could not make it in and dropped the vehicle off then we would have to order a third party inspection as directed by BMWFSWhen she spoke to him on February 17, she informed him a third time that if the vehicle was dropped off over the weekend a 3rd Party Inspection would be orderedHe acknowledged and chose to drop his vehicle off when no dealership inspector was going to be here on February 20, Monday, February 22, 2016, morning [redacted] contacted BMW Financial Services and ask them to order a 3rd party inspection and have the vehicle taken to auctionThe vehicle was inspected and the inspector took photographs of all damages and BMWFS reviewed the photographs and were in agreement with the 3rd party inspectors findingsWe cannot take responsibility for a heavier inspection that has nothing to do with our dealershipBMW of Ontario is not receiving any money for the damages found on the vehicleThis dispute is entirely between the consumer and BMWFS however, they have a signed contract in the form of a lease agreement signed by the customerThe customer also made disparaging remarks on social media, in the form of Yelp!, about BMW of OntarioIronically the customer has contacted the Lease End Consultant several times to let her know his issue is not with the dealership but with BMWFSBMW of Ontario would like these unwarranted public remarks removed**Attachments will be sent to the email provided with this complaint Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is quite a bit of information in the statement provided by BMWWe have NEVER contacted the Lease End Consultant, let alone several times, and never spoke with anyone claiming our issues are not with the dealershipArrangements were made with [redacted] regarding the drop off on the weekend, she was fully aware of it and was supposed to contact us that Monday, of course why would they do as they promisedSeems to be a tribute to that dealershipQuite honestly I am not surprised considering how many other times they have liedI did in fact leave my experience on yelp, that is what the website is for and I spoke the truthIf it bothers BMW to have so many negative reviews, they should reconsider their customer serviceAs mentioned, we did as requested by BMW, have the signed inspection to prove it, and yet they are trying to steal additional money from usWhen speaking with BMW, [redacted] did admit that the car was driven after being dropped off by usAny new issues are due to that driverThey need to take responsibility for their employee, contact him/her personally and send this bill their way Final Consumer Response / [redacted] (4200, 11, 2016/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) So what you are saying is that BMW Ontario is incompetent in performing inspections? I have the report showing only one tire needed, which was replacedYet for some reason we were still billed for new tiresOne was brand new!! Such a scamAlso, there was not one note of any damage, small or large to the vehicle, yet we were billed for excessive damagesScamApparently this is a scheme by BMW to over bill the customer after its been inspected without giving them the opportunity to do the repairs themselvesI know that the vehicle had in fact been driven after we have dropped it off because we watched someone from BMW take it from the guest parking into the back, this is other then then [redacted] also letting us know that the vehicle was drivenI stand by the fact there were no damages to the vehicle, let alone excessive damages as stated and anything done was done by BMW Ontario Final Business Response / [redacted] (4000, 14, 2016/04/01) */ The customer was informed of the hours of our lease return department and the process that would happen if he dropped the vehicle off during any other hoursThe vehicle was parked in a parking lot and BMWFS picked it up and used their inspectorThe mileage is exactly the same as at the time of drop offAll of this was told to the customerBMW of Ontario has adhered to all of the rules set forth by BMWFSPlease have the customer get in touch with BMW Financial Services at XXX-XXX-XXXXThis grievance is between the owner of the vehicle, BMWFS, and the customerBMW of Ontario will not be taking any responsibility for the customer's excess wear and tear on the vehicle that they leased

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ Contact Name and Title: [redacted] service mana Contact Phone: XXXXXXXXXX Contact Email: [redacted] @penskeautomotive.com we have documentation on the repair order that the customer authorized all required maintenance on their vehicle. the... customer signed for this dollar amount and paid for it at the time of pick up. the vehicle was not due for an oil change for another 6800 miles and we have the vehicle's key data that proves this. we do not charge or recommend customer's for maintenance that isnt due on the vehicle. to resolve this matter, I would be willing to offer the client a complimentary oil change 1 time.

I bought my car in September of 2013, under the impression that it would be a month contractThe advising financial representative at the dealer never once disclosed that there would be a balloon payment at the end of the monthsWhat is the topper here is that my car was a brand new purchase and within weeks of driving the car, I had to take the car back to the dealer to get a new transmission put inI did not have my car for monthsNo one wanted to take responsibility for this and help me to get a replacement carA brand new purchase, of this price, should have come with the option to replace the car entirely
Had I known about this balloon payment, I would have never signed the contractThis information was not disclosed at the time of signing and should be illegal to do to someone!
I have paid my car payment every month, timely, and do not appreciate being taken advantage ofThe car does not have all the bells and whistles claimed by the sales man, so to have to

We were billed for repairs never mentioned on pre-insoection report prior to return of the vehicle
I leased a XXXX X series and everything went fine with thatFast forward to January as we were getting ready to return the car we called them to schedule for a pre-return inspectionI have leased a Range Rover, Infiniti, Mercedes, Honda and NissanALL of them sent someone to my home/business to inspect the vehicleWhen we called BMW we were told we would have to take it in M-F 7am-3pmI asked for any after hour/weekend times otherwise I would have to take a day off of work to get the inspection done and they pretty much said tough luckI scheduled a day and took a day from my work and took it inA female inspected it and let me know that one tire needs replacing and it needs to be a run-flatA month later I was getting ready to return it, no more then miles were placed on the car, and I replaced the tireAgain I was told I would need to come in during their hours, I let th

The balloon payment the client is disputing is clearly disclosed on the contractAttached is a copy of the contract.*** ***General Manager BMW of Ontario*** *** *** ***
*** ** *** ***

Initial Business Response /* (1000, 5, 2016/03/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@penskeautomotive.com
We began the lease end contact with this customer on September 3, 2015 about direct contacts and department hours for lease returns....

The customer has been in contact and we with him every month, multiple times since then. Two different salesmen helped structure deals for him during this times as well. On January 7, 2015 the customer came in for a pre-lease-end-inspection on his vehicle. During that time the customer advised that he was planning on returning early and checking his and his wife's schedule. Our Lease End Consultant continued to follow up to set a final inspection appointment. She made contact and explained twice if they could not make it in and dropped the vehicle off then we would have to order a third party inspection as directed by BMWFS. When she spoke to him on February 17, 2016 she informed him a third time that if the vehicle was dropped off over the weekend a 3rd Party Inspection would be ordered. He acknowledged and chose to drop his vehicle off when no dealership inspector was going to be here on February 20, 2016 . Monday, February 22, 2016, morning [redacted] contacted BMW Financial Services and ask them to order a 3rd party inspection and have the vehicle taken to auction. The vehicle was inspected and the inspector took photographs of all damages and BMWFS reviewed the photographs and were in agreement with the 3rd party inspectors findings. We cannot take responsibility for a heavier inspection that has nothing to do with our dealership. BMW of Ontario is not receiving any money for the damages found on the vehicle. This dispute is entirely between the consumer and BMWFS however, they have a signed contract in the form of a lease agreement signed by the customer. The customer also made disparaging remarks on social media, in the form of Yelp!, about BMW of Ontario. Ironically the customer has contacted the Lease End Consultant several times to let her know his issue is not with the dealership but with BMWFS. BMW of Ontario would like these unwarranted public remarks removed. **Attachments will be sent to the email provided with this complaint.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is quite a bit of false information in the statement provided by BMW. We have NEVER contacted the Lease End Consultant, let alone several times, and never spoke with anyone claiming our issues are not with the dealership. Arrangements were made with [redacted] regarding the drop off on the weekend, she was fully aware of it and was supposed to contact us that Monday, of course why would they do as they promised. Seems to be a tribute to that dealership. Quite honestly I am not surprised considering how many other times they have lied. I did in fact leave my experience on yelp, that is what the website is for and I spoke the truth. If it bothers BMW to have so many negative reviews, they should reconsider their customer service. As mentioned, we did as requested by BMW, have the signed inspection to prove it, and yet they are trying to steal additional money from us. When speaking with BMW, [redacted] did admit that the car was driven after being dropped off by us. Any new issues are due to that driver. They need to take responsibility for their employee, contact him/her personally and send this bill their way.
Final Consumer Response /* (4200, 11, 2016/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So what you are saying is that BMW Ontario is incompetent in performing inspections? I have the report showing only one tire needed, which was replaced. Yet for some reason we were still billed for 4 new tires. One was brand new!! Such a scam. Also, there was not one note of any damage, small or large to the vehicle, yet we were billed for excessive damages. Scam. Apparently this is a scheme by BMW to over bill the customer after its been inspected without giving them the opportunity to do the repairs themselves. I know that the vehicle had in fact been driven after we have dropped it off because we watched someone from BMW take it from the guest parking into the back, this is other then then [redacted] also letting us know that the vehicle was driven. I stand by the fact there were no damages to the vehicle, let alone excessive damages as stated and anything done was done by BMW Ontario.
Final Business Response /* (4000, 14, 2016/04/01) */
The customer was informed of the hours of our lease return department and the process that would happen if he dropped the vehicle off during any other hours. The vehicle was parked in a parking lot and BMWFS picked it up and used their inspector. The mileage is exactly the same as at the time of drop off. All of this was told to the customer. BMW of Ontario has adhered to all of the rules set forth by BMWFS. Please have the customer get in touch with BMW Financial Services at XXX-XXX-XXXX. This grievance is between the owner of the vehicle, BMWFS, and the customer. BMW of Ontario will not be taking any responsibility for the customer's excess wear and tear on the vehicle that they leased.

Initial Business Response /* (1000, 5, 2015/10/14) */
Contact Name and Title: [redacted] service mana
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@penskeautomotive.com
we have documentation on the repair order that the customer authorized all required maintenance on their vehicle. the...

customer signed for this dollar amount and paid for it at the time of pick up. the vehicle was not due for an oil change for another 6800 miles and we have the vehicle's key data that proves this. we do not charge or recommend customer's for maintenance that isnt due on the vehicle. to resolve this matter, I would be willing to offer the client a complimentary oil change 1 time.

I am rejecting this response because: the balloon payment was not verbally...

disclosed during the transaction. No one, not the salesman, [redacted], nor the finance rep disclosed this to me prior to me while signing any contract. I believe this was done in dishonestly and it was not up front during the entire transaction process. If I would have know that this balloon payment was going to be added to my contract, I would have walked out of the dealer as I did not NEED a car. [redacted] is not truthful in saying that I did not have a down payment. I gave my paid off Expedition as down payment. I'm appalled to know that this type of business practice is going on. People should be made known of what they are signing. It's not fair for a business such as a dealer, to take advantage of people who don't read vehicle contracts on a daily basis. I was very clear of where I wanted my car payment to be. Why did [redacted] say he could make that happen and not disclose something like this to me? Why would I make a car payment for 8 years? This is ridiculous.