BMW Financial Services UK Reviews 168

Rude unhelpful customer service.
you can only speak to someone who can take a payment you cannot get put through to anyone else that can resolve issues or discuss matters in more details. You need to contact their escalations department and wait for a response.

Appalling, keep reaching out and paid settlement, can't get through. They keep sending letters but no one is available sitting on hold now it has been 45 mins. 4th attempt!
I will raise a formal complaint and if need seek FCA support.

Absolutely disgraceful service. I can safely say I will NEVER deal with this company again. My problems started when trying to make a lump sum "Partial Early Repayment". The payment was made 3 weeks before the quote expired. Despite 4 phonecalls and an email, and being promised time and again it would be actioned, it wasn't processed in time, meaning I had paid another monthly repayment by the time it was applied to my account. When it finally was applied, the employee doing so didn't realise that I'd made this extra payment (despite it being the whole reason I'd called every time and was noted on my account as such, and was also in the email I sent). This means that the end date has been moved from Jan 26 to Feb 26, meaning I would be due a whole months extra repayment. I have called half a dozen times since to try to get to the bottom of this. The best I've managed to get in response is "I'm really sorry, it was my fault, you'll have to wait 4 to 6 weeks for us to reload your account as there are so many mistakes at our end we can't just fix it anymore". The escalations department took note of my complaint then told me they didn't know anything about my problems or what was wrong with my account, so couldn't tell me how long it would take to give me a response. All I want to do is pay off my account and I can't even do that because despite me knowing how much I owe, BMW Financial Services (A supposed finance company) have admitted they haven't a clue how much I owe. LET ME BUY MY CAR!

Phoned for a final settlement. Was given a figure of which I paid the full amount immediately. Weeks later, BMW are saying that I am in arrears. Phoned numerous times to be told that the problem lies with them and that it has been sorted. The latest letter I have received thanks me for informing them of my change of address...I haven't moved in 15 years. Problem still not sorted.. absolute clowns.

A final payment of £5460 was due on the 25/3 it was paid per their instructions on the 21/3, but they decided to take it again from the original direct debit account. Then they returned it, they then took it again on the 2/4. I claimed it back from my bank . The response they sent to my email was ridiculous, telling me to wait for a refund. In 2020 I had to wait 1 year for them to collect a car and 2 months later they claimed a final payment from me as if I had purchased it. NEVER AGAIN WILL I BUY FROM THEM.

Absolutely useless company. I speak from a vast experience of finance having purchased many motor vehicles over the years. Never have I had a problem with the companies, settling the finance or making payments until I met BMW finance. All these finance agreements did result in me having an excellent credit score and never once have I been refused a 'deal'. This deal was for a BMW motorcycle of about £15k
Where to start? I wanted to make bulk payments and having registered on their portal I was a bit dismayed that you cannot get a settlement figure just like that and you have to wait a couple of weeks for it to be posted. This is not the norm, trust me I know! As I was not paying the whole thing off I went ahead and paid a large sum (which is allowed on my agreement) of about £10k. Later I then had enough money to settle the finance, but again because of their portal I could not get an exact amount so worked it out for myself and paid what was left (as far as I could tell from the portal). This is where the problems started! I then received a phone call to say that I had over paid and they were going to refund me just over a £1000. I thought it strange as my workings out couldn't of been that far out surely, but as they are the finance company, they should know, so I said ok. I then started receiving letters saying that I was overdue with a payment as I had now cancelled the direct debit (why shouldn't I the guy had said I had overpaid). The portal had been closed down to me and I could not reregister so I was in their hands. I rung them and they said I shouldn't have had the refund and in fact I owed them a months money. I paid this, but low and behold they then said I was in credit again, so made me another refund. Once again I then started getting letters saying I owed them money. I rung again and was told they did not know why I was getting the letters as the 'deal' was finished. The letters continued and then phone calls chasing me for money and I was told there was a small amount still to pay. I refused and escalated the complaint. I then got a letter that offered me compensation and that the small amount (about £50) would be wiped off. I signed the acceptance letter but stated in big letters that I was accepting the offer on the condition that finance agreement was now finally complete. Obviously they did not read that bit as the letters and phone calls then started again chasing me for money (about £300)! I told them there was no way they were getting anymore money from me and they should take me to court so my solicitor and the judge could have a good laugh at them. This they did not do but sent me letter after letter. I have recently noticed that my credit score is now terrible and the only thing that could have affected it is whatever BMW finance has done at their end as we have neither took out any new finance or defaulted/missed payments on anything. The amount I owe totally over my cards & loans etc is lower than it has ever been also so it can only be BMW Finance. Against every bone in my body I have reluctantly paid the £300 they say I owe as I need my credit rating back up, but am waiting for a full credit report to come through. If it is BMW finance I will be taking them to court as none of this is my fault and I have all correspondence to prove it. Avoid any agreement with BMW Finance as they have no clue what they are doing.

One of the worst service organisations I have ever experienced and the problems 5 weeks on are still ongoing. Ages to pick up the phone, utterly incompetent when they do, they don't listen and they don't care. I am led to believe that BMW and this company are one and the same - if so, they should be ashamed. Avoid like the plague. I would give minus1 star if it were possible.

Oh, brace yourself for a thrilling saga of incompetence! The service's wait times make a slow-motion sloth look like an Olympic sprinter. I've had more success communicating with carrier pigeons than reaching a human at this place.

I get it, they want us to embrace the wonders of the online world. However, their web portal is like a lost tourist in a maze – utterly clueless and incapable of finding my new post-code. It's so behind the times; even dial-up internet is shaking its head in disappointment.

Hey, BMW, maybe redirect some of that marketing budget into hiring a wizard to fix your software. If only your customer service was as fast as your flashy ads, we might not be having this delightful conversation about your mind-boggling inefficiency.

Absolutely horrendous service. Constantly being fobbed off for a small change that was needed. Had to call 9 times to be able to get what it was amended.
Many of the staff I spoke to are rude, abrupt and unhelpful. I was on hold for one hour and Jason in end of agreement cut me off and did not call back after he advised he would if we got disconnected. Avoid!!!!

I cannot say enough about how bad my experience has been. Long story but BMW FS agreed to stop 1 month's payment as I had to wait 6 months for a replacement part. There was an issue with this and I stopped the payment myself. BMWFS FINALLY refunded the payment during which time, my bank had done the same. Within a week, I was sent an unpleasant letter saying I was in arrears. I called twice - no answer as usual and cut off. FINALLY got through and was told, unless I paid this amount, they would not do anything to ensure this did not go against my credit rating. I paid back the amount ans was promised a phone call. NOTHING. As usual. I am now looking at ditching BMW FS and all of BMW completely. It is a shambles. Disgraceful. Steer clear of them all.

Absolutely terrible service, extended my agreement 1 month so i could clear funds to make the final payment the month after.
Extension agreed, documentation received which inc new payment schedule and confirmed DD, only to get a message from my bank today to say that i have insufficient funds in my account. Contacted the bank to find out BMWFS have been trying to take the final payment today! not the agreed date. After being on hold/cut off/told different options about setting up a standing order i spoke again with my bank who told me to not do any of those things and to set up a new DD so money is covered under DD guarantee.
BMWFS still insisting i just make manual payments to them, finally after another phone call and a significant amount of time on hold I have completed a new DD mandate.
I doubt it will make much difference but this will be the last time i take finance with this company as they are not trustworthy, so difficult to deal with and nobody seems to care.
NO gesture of goodwill for the fact that all of this was there fault, i followed their rules and still had to waste time and effort calling and calling to get a resolution.
I will be escalating this further within BMWFS and with the Ombudsman.

They don’t answer the phone over 30 mins waiting, 4 times

Shocking experience BMW have made a mistake- and have not yet rectified the error. The result is distress and financial difficulty for myself and my wife. As I write this review I have been on hold to BMW Financial services for over an HOUR....We shall be escalating the matter to the FCA (3 months now and no movement on the issue) I expected better from BMW.

If could give a 0 I would. Absolutely hurrendous experience with BMW FS. After having second thoughts during the 14 day cooling off period of a PCP deal I called them up to settle the finance and withdraw from the deal. This alone took around 2 hours on the phone. Mostly on hold. I transfered the settlement amount to them via bank transfer. A week and a half on, despite several phone calls and another 1.5hours on the phone, and I still haven't received any confirmation that my payment has been recieved nevermind the arrangement has been cancelled. Today I lost my patience and insisted on it being dealt with. So, after a total of nearly 5 hours on the phone I have now, after practically begging for it, got and email confirmation that they no longer have a financial interest in the car. For the entire process I received 0 emails from them and 0 phone calls. Every person I spoke to had to seek authorisation/clarification from a 'manager'. It seems the people who answer the phones might as well not be there as they have absolutely zero authority. I am still not feeling confident that it is all settled. It has left me with a very bitter taste in my mouth and I will be thinking twice before buying another bmw and I will certainly never think about BMW Financial Services ever again. Be warned, not only are they incredibly expensive, their customer service is absolutely shocking! Buyer beware.

Shockingly, BMW Finance have now happily responded to my review below, and have contacted my Credit Reference Agency three times(!!) but aside from a holding email to me, I have received NOTHING!

Not only have they refused to acknowledge anything I put in my email, but they have not provided me with any way to make any payment to sort out the credit issue, AND they have actively ignored my request for reasonable adjustments due to having a legally recognised disability.

I will be contacting the Financial Ombudsman today for formal investigation because this treatment is just disgusting, discriminatory, and intently aimed at causing me stress and inability to resolve any issues.

take on average 30 mins for a call to be answered, they are terrible and poorly informed, a real pain to deal with, considering they are suppose to be up market they have zero after sales care

Really poor company that is so unprofessional and really tars the excellent brand of BMW!
If I was on the board in Germany of BMW I would be really concerned!
20 minutes on hold trying to get the V5 number so I can assign my wife’s private number plate which when they finally answer they say the car has not been “paid out” from the Retailer so I go back to retailer and they said it has been paid out! So I am currently unable to insure the car and if I insure on existing plate my insurance company charge me for the privilege. So much valuable time wasted on what should be a nice day receiving a new car!

I can see from other peoples reviews the terrible experiences they are having with the company, but I want to summarise and simply state BMWFS is unusable company to deal with. I would not buy a BMW in the future just because of this section of the company.
I received a text saying they had been trying to speak with me (no they hadn't) and as i have not replied will be deducting a five figure sum from my account in the next 5 days...
I spent a whole week trying to reach them. Everyday you go on hold, one day up to 52 mins. The call quality is awful, sometimes the call just terminates and sometimes it rings as you are half-way through speaking with someone and goes to another dept's answerphone "sorry we cannot take a message, good bye"
I received an email asking me for my rating on the service, stated 0 stars, received a reply stating please call us ? why aren't they reaching out to speak with a disgruntled client. So rang them, listened to my query and stating the fact I had spent over 3.5 hours holding on in a week. Only to be told by the complaints dept. you need to speak to the dept. giving me the same number that had kept me holding for 3.5 hours.
I have given the car back and have tried to escalate the fact I am unhappy with the final costs, but simply talk over me whilst im speaking, without taking any of my issues in to consideration.

I have had an absolute horrific experience dealing with bmw finance!! I sold my car to we buy any car and they requested bmw email them the final settlement figure. Simple enough. It was a bloody nightmare getting through to anyone at all and was passed from department to department to no avail with 3 hours on the phone. I was in tears at the end of the call still no resolve. Despite authorisation from myself they refused to email the dealer the required information with the subsequence that car sale fell through. Appalling service for bmw all working from home and no one cares to resolve the simplest of things. Spend hours on phone feeling frustrated and stressed and get no where . I would never use bmw again on account of the sheer trauma I have been through dealing with their finance team time and time again. When asked to speak to manager met with blank responses. Grossly Mismanaged someone needs to look into all the poor reviews and service provided. Cannot even settle simple finance matters and unhelpful

I am sick to death of dealing with big players who couldn't care less. Wanted to pay my BMW finance off, went online, went through all the steps and got to the final step after linking with bank account etc for it to only fail, no explanation why as the bank was happy. However the money has left my account.
Can you speak to a human? Not a chance. Do I know if my finance is paid off? Not according to the online information. I will never deal with BMW again after this.

Finally spoke with a human who was helpful and said I have to wait for 48/72 hours for payment to go through as despite me being shown the payment had failed the money had actually gone through (the stress of seeing money disappear and then being told the transaction failed)

Also have now had a text saying payment received but account still showing as active.

Why push people to use online systems that clearly aren't up to standard is beyond me.

Update: Well the money did go through and my account is settled, or so I believe, because I haven't received a single indication my account is settled or closed other than when I login online there is nothing now showing. Not a single email or letter.