BMW Financial Services UK Recensioni 

BMW finance / Alphera If I could give minus stars I would. I have never dealt with a company so bad in all my life, they are unbelievable bad. They don’t care about customers they don’t understand customer service, they repeatedly lie to you. The point blank refuse to speak to customers you literally need to beg to speak to your case handler. Please go elsewhere for your needs you would thank me later honestly I can’t believe what they have put me through the last few months, it’s disgusting.

Rubbish service for a top class product. Unexpected technical problems, directed to web pages that dont work and come up with an error! Finance proposal number not recognised on web page. Its an impossible situation with no hope on the horizon... I expect better from BMW...

If I could stop at 1 person making the mistake I made getting a car on finance with bmw I would rest easy. The treatment from this company and the utter incompetence is next level, utter disgrace of a company no one has a clue what they are doing from the dealership to customer services to complaints and even legal team I’ve spoke to them all and that takes some doing even though they live to send threatening letters saying respond immediately you do and get no response

Absolutely appalling AVOID
Finally accepted an offer and signed the forms on 21st Sept and told funds would be in the account within 10 working days.
Two months later still nothing - takes you 15 minutes to talk to anybody and nothing ever gets resolved
Thank you trust pilot - this posting at least provoked a response out of BMW although requested to go to deadlock (which promised within 48 hours) and surprise, surprise 8 days later still waiting!

BMW FINANCIAL SERVICES UK Ltd. DCA Finance Agreement web based online complaints process. The online complaints form on the website is non existent. I will report this to the FCA. When will BMW FS UK fix this?

So this company are just appalling. They try and hide commission and for the record they pay the dealership 10% commission so on my contract I made them disclose it.

Do not sign the acceptance form and see what they do.

UPDATE

BMW finance do not believe I dealt with them so I had to prove it. But notice no comment from them. THey are simply I suggest in total disarray NEVER NEVER use them. Go to Lloyds bowmaker

They through there appalling internal management have screwed up my credit file with wrong information being sent to the credit agency. I have a letter to prove it from them and more over the front line phones take over 20 mins to answer.

If you read this deal with another company and avoid them . There are other car finance companies out there

UPDATE 2

Information passed to them more than 24 hours ago no response as yet.

I received a cheque in the post for being overcharged for payments made during the Covid period. I phoned up and explained I no longer had a high street bank account and needed the cheque to be cancelled and be paid directly into my Revolut account. The person made the changes and confirmed he would contact me with news within a week. Didn’t happen. I phoned back and spent hours continuously failing security. Reason being the person I spoke with originally updated the bank and sort code but forgot to change the account number which is normally one of the security questions. So 8 hrs of my time and 4 different members of staff later I still can’t get an answer on when they are paying me the £1200 that they have owed me for over 4 years. No one has answers, no one knows what they are doing and no one gives a shit.
Never use you again

Very unhappy with the service and communication.

I used bmw finance to purchase a used car via cinch. The car had a huge amount of engine faults so was in the garage for half the time I had the car. Eventually they accepted a return and agreed a rewind of the finance. However bmw finance would not complete a rewind, would only provided cinch with a settlement figure (a heavily discounted one at that, must be chummy business friend discounts) and refused to refund the money I have spent on the car- over £2000 in monthly payments. I spoke with Kevin Keenan from escalations who agreed to provided me with one month refund. The last payment was taken and the car was returned a few days later, so laughable really. This was said like he was doing a huge favour and he said I had use of the vehicle despite it actually being in the garage over 6 weeks since buying the car and using mostly hire cars during the period of time. He also said that because I bought a used car, I should have expected some level of issue with the car?! I was unhappy with his response and he stated he would put this is writing so I can escalate to the ombudsman. This was over a week ago with no email and I have chased this twice. I also called a few days later and I was told over the phone several thousand pounds were outstanding on the settlement. This is because they kindly provided cinch with a friendly discounted settlement figure, not the standard one I would have been provided if I was paying this. They then looked at the communication on file and agreed it was paid off in full.

I have bought a new car and used a brilliant independent finance company. From all the reviews it is clear bmw finance reputation is pretty awful. This will be escalated but I need a written response. I also haven’t received the one month payment I was advised I would be refunded either.

Appalling service. I have been trying to make an additional payment on 3 occasions. Been on hold for over 45 minutes.

We bought a iX electric vehicle from BMW 9 months ago. Since then we have had multiple (dangerous) faults with the vehicle including spontaneous full sized crack in the windscreen whilst driving, metal shards being propelled through the air conditioning system and a factory recall. So far we have emailed and called BMW financial services and there has been absolutely no contact. I have emailed the CS resolutions/complaint email and contacted them by telephone but so far no has apparently been assigned my case. Not even an acknowledgement after 6 consecutive BMW purchases as a previously loyal customer.

Thanks Zoe for your replay the only one to date in 6 months. But unfortunately there has still been no response from your team. So agin I contacted them. The case with the paint remains closed and dispute emails and phone calls to revive my documents for the financial ombudsman I still can’t get a hold of them. BMW FS are now being very difficult in helping with my case but happy to take my money every month even when the car isn’t in my possession. Very disappointing.

The latest on the car it is still sitting 200 miles away from home IN A BMW GARAGE with confirmed metal partials through the oil and suspected blown engine and no time scale for the rest of the diagnostics to be done as the garage has a back log of work but the engine needs to be removed and striped down. Your team are insisting I contact the garage and have an email stating this. The garage has said they wouldn’t do this until they have striped the engine out. Again there is no time scale to this happening. The garage have stated they would be happy to talk with you regarding.

Omg where to start. I purchased a car from BMW at first all was ok car had a few problems was assured they would be fixed. But after months of the problem recurring and the garage taking 6 attempts at painting my car I decided enough was enough I contacted BMW FS who told me the prodded was 8 weeks for there investigation fine ok.

I sent all my evidence photos emails between me and the garage. Few weeks go past no contact from the garage so I call them 2hrs on hold then to be told they would be in touch. Few more weeks still nothing. Again I contact them ask is there anything I can do take the car for an inspection anywhere else. Was told no we are working on it. Baring in mind my problem started in April with the garage BMW FS new about this but I didn’t raise the complaint until June when I received the car back for the 6th time worse than ever. Primer paint showing through paint paint work rough orange peel dents in the car cracked wing mirrors black trim all over spray window rubbers covered in over spray paint peeling away round lights back light hanging out the car. At this point I asked for the car to be fully rejected.

Now fast forward a few weeks I still haven’t had any correspondence from BMW FS dispute emails photos and numerous hrs on hold to now be told the car needs to be inspected as the garage a BMW garage and the car is financed with BMW FS has said the car isn’t perfect but for its age it’s good enough.( it’s not even to the condition at the time of sale) was pointed out. BMW FS said we can only go off the garages word. Ok I will take the car to be inspected at this point it was pointed out that it would need to be a BMW approved body shop here is the best part ok I phone all the BMW approved centres that are with 100miles not one will look at the car as it is seen as a conflict of interest to the BMW brand. I then recall BMW FS and they advise that they will contact a garage to inspect the car brilliant. 10 days go past no call from them so I decide to call them. It’s ok MR K we will call you with a booking confirmation when the garage get back to us.

One more week goes past to then receive the only communication from BMW FS dispute my 100 phone calls and close to 300 emails that my case was closed as I have failed to prove that the car is in a worse state or unfit. I call again and point the above out that I am awaiting BMW FS to tell me where to take the car. Advisor said I will have someone call you back to discuss this. No phone call or email has been received.

So this car so far is been back to the garage
6 times to be painted
Back for suspension work
Back the day after purchase as the mechanics filled the car with too much oil

And now 200 miles away from home the cars gear box shut down, loss of all engine power and had to be recovered to the nearest BMW garage. Recovery recon the engine has gone. I call agin today and was told that for everything wrong with the car I need to prove the car is in the state I claim it to be I need to contact the recover / garage for a diagnostic report so I call them I am told sorry we can’t give you that as we acted on behalf of BMW conflict of interest OMG. I even sent them a email from the garages manager stating the rejection will be easy as the evidence you have is perfect.

My car is bought from BMW painted by BMW
My car is financed through BMW FS
My cars warranty is through BMW
I also logged a complaint against my case handler due to the lack of no responses and the communication. Agin still nothing on that was offered £100 compensation.

The way BMW FS deal with the customers is absolutely disgusting £30k car with rusting a corroding paint and sitting 200miles away with a bust engine. Stay away people stay away April- September and I am still paying for this rust bucket and can’t get any help. I have been treated better from back street garages and companies that are smaller than BMW FS.

There was a mix up after I had paid a settlement figure and so I called BMW Mini Financial Services. After having to wait 20 minutes to get through, I eventually spoke to 3 separate agents. Each put me on hold after each had taken me through security questions and each asking what my issue was. The third agent put me on hold for so long that I had to give up.

The next day, after another 20 minutes wait, I spoke to someone in customer services escalation team. They asked what my issue was, then there was silence until the line went dead. It would seem the complaints team don’t like listening to customers complaints.

Meanwhile I received an email mentioning the that a refund had been arranged. There was no information about how much this was and so I had to call again.

This review does not include the actual issue I had which included an overcharge on a settlement figure and a payment taken after settlement had been made. I will never do business with this finance company again. I wasted a full afternoon and half a morning trying to get a resolution.

I wouldn’t recommend BMW Mini Financial Services to anyone who might need after sales service.

UPDATE: 6th September 2024.
BMW stated in their response to my review dated 20th August 2024 that their escalations team would contact me within 48 hours. That was over two weeks ago - I have received no contact from BMW. It is an utter disgrace.
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I leased a BMW I3 in Jan 2022. The car was completely the wrong choice for me as my journey to work is 30 miles each way, most of it motorway and I cannot have a charging point installed at home. In the colder months, the car would use 2-3 miles of power for every mile driven and with the range only being approx 120 miles, the power would haemorrhage very quickly. I work long hours so having to find a charger every day which is a) free and b) working was a challenge. I tried to discuss my issues with BMW but never got a call back. I sent an e-mail which went un-responded. So, once I'd paid half the finance, I arranged a voluntary termination of the PCP agreement and BCA came out last Friday 9th Aug 24 to inspect and collect the vehicle. I received an invoice on Monday for damage to the vehicle 'outside of fair wear and tear' for some scratches costing £714.00 to repair. Each scratch was costed at £106 per scratch?? This was fair wear and tear in my opinion and actually the car was in very good condition (commented on by the agent from BCA). I called BMW FS and spoke to Helen (refused to provide surname) yesterday (Tues 13th Aug 24) to discuss and ask if we could agree to waive the invoice as the car was in good condition and it really was general wear and tear. 'No' Helen said, 'I'm looking at the scratches now and they are deep and are outside of fair wear and tear'. She kept stating how they are 'heavily regulated' and its ‘not them’ and she refused to consider the matter further. I explained I has done just over 17,000 miles less (because I couldn't drive the car every day because of the aggravation of having to fit in charging it into my long days at work) than what was agreed which equated to £1,233 at 6.86 pence per mile (their charge if agreed mileage is exceeded) – money which I had saved them, which they will now benefit from. I requested a refund so I could pay the invoice for the 'damage'. Helen said 'we won’t do that either' and basically told me it was my fault because that is what I had agreed - they (BMW) hadn't changed anything. I asked her if she thought this was treating the customer fairly and she simply kept repeating that it was as it was 'per the agreement' that I had signed. The fact Helen maintained the damage was such that it warranted the charge, when clearly it is wear and tear is simply BMW trying to screw as much from you as possible for nothing. This is yet another example of ‘rip off Britain’. I am absolutely disgusted at the non-existence of any form of customer service, the rude unhelpful attitudes of the people working for BMW FS and BMW and the inability/unwillingness to consider individual circumstances. All they are interested in is getting you to sign an agreement - regardless if they can see the vehicle it is right for you or not. I would never ever enter into a financial transaction with BMW again - they are an utter disgrace. This should be zero stars.

The worst company to deal it !
Two days after I signed an agreement I decided to pay the car in full so I called them they gave me the settlement quote and I paid the car in full!
5 weeks later I received a letter saying that I own them my first instalment for my car?
7 phone calls , 5 emails mails and still not received a letter of discharge-incompetent, not professional, no knowledge how to recognise a transaction on their bank account with the agreement number as a reference-never ever dealt with a company like that !
Stay far away from them !

On hold to your escalations number for over an 1 hour now! Absolutely shocking that you can treat customers who need help (because of your mistakes and rubbish processes) in this way. Get a grip - you need the FCA to come in and sort you out - absolute disgrace!!!

I cannot even begin to describe what I think of BMW FS but I will try, for the sake of anyone who has to deal with them.
1) They never answer the 'phone
2) If you do eventually get through, you are met with rude, unhelpful people who don't want to help and you end up being told someone will call you back.
3) They never call you back
4) They never respond to emails
5) Despite complaining several times and receiving an offer of a goodwill payment almost 6 months later, I have not received this payment
6) Again, I am trying to contact them, 3 months later, to see where my payment is. I cannot get any response.
7) They are the worst customer service deparment I have EVER experienced.
8) I will never use them again for any purchase.
9) I have had the same experience as others where my agreement was not closed and my account was passed to a debt collection agency.
10) I will also be reporting this to the ombudsan and never, ever wish to be in this position again.
11) BMW should be ashamed that they are respresented in this way
12) BMW dealers have a similar attitude
13) That's all for now.
I hope that serves to show what an awful outfit they are.

On 20th February 2024 I paid £12,811.24 to BMW Financial Services to clear a finance arrangement on a recent car purchase. The BMW staff member took that payment and confirmed the agreement was closed. However, he failed to pass that information on within the company and as a result I have had two further withdrawals of £415.03 taken from my account and when I noticed the error, I stopped further transfers, only for the account to be passed to a debt recovery team. BMW have since acknowledged their error BUT STILL HAVE NOT REPAID MY £830 !!! We are almost 3 months later !! They are fraudsters. They should not be connected to BMW in any way and the car maker should drop them. I have read to many similar stories for this just to be incompetence.

Tried to call your escalations number which is only open till midday. On hold now for 20 mins and guess what? No one answered. You need taking to the ombudsman.

I withdrew from my agreement a couple of days after signing it and settled the balance, after being charged interest. Despite this next month, my bank was debited for the monthly amount. I have requested a refund, which took several calls. I have been told that I will not receive interest on this amount despite the payment being planned for 10 - 15 days time. Very poor service.

Lease car was in my husbands name, when he suddenly passed away I contacted the bereavement team. I requested that the car be refinanced in my name or purchased outright I was informed I would receive an email showing my options. email received saying my option was to pay the final 2 instalments and if these were not paid they would come after my late husbands estate - end of message. When querying why I had not received information regarding my request to lease or purchase they said that is not possible, when I asked why they just said refer to the terms and conditions, unfortunately this did not answer my question I was also told that the car belonged to BMW until sold, when I asked where it was going to be sold they told me they could not tell me so I made a complaint, this was just redirected back to the bereavement team. I then contacted Mike Dennett head of finance to see if he could answer my question, but no reply. In all this time they are still addressing correspondence to my husband and even had his email address on collecting the car. I have to say they they have been the most ignorant, unhelpful company totally lacking any empathy and knowledge.