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BMW Financial Services

  1. Farnborough
  2. Farnborough Finance

Reviews, get directions and contact details for BMW Financial Services

Address: Summit One, Summit Ave, Farnborough GU14 0FB, UK
Phone: 0370 505 0150
State: Hampshire
City: Farnborough
Zip Code: GU14 0FB

opening times

Monday: 8:00 AM – 7:00 PM
Tuesday: 8:00 AM – 7:00 PM
Wednesday: 8:00 AM – 7:00 PM
Thursday: 8:00 AM – 7:00 PM
Friday: 8:00 AM – 7:00 PM
Saturday: 9:00 AM – 5:00 PM
Sunday: 10:00 AM – 4:00 PM

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Reviews
This has been the most appalling customer service process I have ever been through. I’d strongly advise you don’t go with BMW Financial Services. 1. The entire customer service operation is governed by a ‘computer says no’ mindset. 2. On several occasions a representative has said they’d send me an email and then just haven’t 3. They don’t mark any notes against your account so no actions or changes are monitored and carried forward to the next discussion. 4. The email responses are blunt, unhelpful and incredibly slow. For the amount of money they charge - do not go with them.
Dreadful experience over and over again. If I could give minus stars I would. Takes 3-4 hours to get through then they hang up or put you on hold ‘whilst they check something’ then disconnect. On another occasion after spending another 3 hours trying to contact them I was told I’d get a confirmation email the next day - 3 weeks later I’m still waiting. The staff are incompetent - not just the telephone advisors but also behind the scenes. They contradict each other and huge mistakes are made - can’t believe they are allowed to continue trading. They don’t even respond to emails. I am now involving the Financial Services Ombudsman & will be demanding compensation along with having the issue they created rectified. I urge others to do the same so they are either shut down or forced to improve. Not what I expect from BMW.
Horrific service. Firstly BMW tried to take a payment three weeks early, threatening my credit score if I didn’t pay. I then had a battle to even speak or communicate to someone to address the problem. Despite asking for evidence they claimed to have showing I signed for this to happen they didn’t provide it. Eventually they admitted an error and offered a gesture of a reimbursement. Not a gesture when the money was wrongfully taken. They advised once signing the acceptance offer I would have funds back within ten working days, tomorrow 07/06/24 being the tenth day. Unsurprisingly there isn’t any sign of this arriving into my bank and so a battle with getting someone to call has recommenced. Sadly due to their incompetence and unprofessionalism the ombudsman has been informed along with advice to proceed through small claims court. I would however like to acknowledge the help and support Nicola & Louise have tried to offer only to be let down by their colleagues.
First experience of BMW finance is abysmal - how hard can it be to pay your first instalment ?- 5 phone calls not one call back despite being told for 3 days running I would get a call must be too busy to deal with little old me dreadful. Wont update the system - wont take the correct action, giving out advice before they even take your agreement number? worst customer service experience I have ever had. If a manager from BMW finance wants to call me on my mobile before I put this on linked in and Google might be an idea for them to respond to my emails??? Made a payment yesterday midday - sent 2 emails and still no confirmation you have received my funds and just left wondering what is going on.
One star review is one star too much. Despite me paying off my car loan in full, BMW finance failed to send my discharge letter and then attempted to take a direct debit from my account over 3 weeks after the agreement was settled. Every telephone conversation was a protracted marathon due to being on hold to speak to a customer advisor on average over 45 minutes. I have spoken to escalations to raise a formal complaint and yet have received no explanation or apology. Awful customer service by a dysfunctional company. Avoid BMW finance.
If I could post with ZERO stars I would! A continued awful experience with BMW Financial services, trading as MINI. An ongoing complaint of 8 months due to a non-repairable fault on my vehicle, escalated to the financial ombudsman and they still choose to ignore them! Which really does render the customer as helpless! The financial strain and stress I have faced upon dealing with BMW Financial services has been horrendous. I do not have one single positive thing to say about them, and believe they should have serious consequences taken against them as a business as they have placed mine and my families safety at risk due to the fault, however, we all know that won’t happen! ABSOLUTELY AWFUL!! AVOID AT ALL COSTS!
I have been trying to resolve a matter with BMW Finance and BMW Wollaston since 7th February 2024 when I was made aware of an error made by the BMW. I have spent hours on the phone either waiting on hold or being passed from one person to the other and not getting a positive response. One day I spent 7 hours out of which majority of the time was either on hold or waiting in the queue to speak to a human. Without going into too much details, I can say that I have been a customer of BMW Finance for more than 12 years and have been a client to BMW Wollaston for approx. 5 years. I never expected to be treated in such a shameful manner as I have been recently. Some of their call centre team has tried to understand and help me but they always have to escalate the matter to senior management. BMW has NOT called me even once in the past 3 weeks. I have made several phone calls, sent them emails, asking them to resolve my issue. I never received even an apology email or a phone call. Every time I feel that I have made a mistake of doing business with them. As I don't think they value a loyal customer who has traded multiple cars with them since 2010. As of today, I am still waiting to hear some positive news that will resolve my issue and complaints. I leave anyone reading this review to make your own judgment call before thinking of doing business with them. And looking at the previous reviews which I just saw today, I am not surprised and can only empathise with each and everyone who has been let down so badly by BMW. Team BMW, if you don't want our business, please tell us and we can go and give our custom to other Companies. I am not even expecting an answer or a response to this review given the history of non-responsiveness from you.
I'd give zero stars but Google won't let me. Received a letter demanding over £3k yet no explanation of what it's for. Requested four times, still got nothing. Eventually verbally told it's for excess mileage yet no explanation as to how it's been calculated. Then the threatening letters arrive in bulk, "you are in arrears" well i'm not actually. Further threats of "pay now or we'll record missed payments on your credit file" - How about you provide the information i've requested? Seems a lot to ask. Inflexible staff, unhelpful and you can tell they just hate having to work there as much as they hate you. They just seem combative and obviously under orders to extract as much money from customers as possible under threats of credit file damage. Disgusting attitude during times of hardship for many. They rival HMRC for the "pay now or else" attitude. FCA complaint submitted - How a worldwide company are allowed to operate like this is beyond me. You'd be better of with any other company than this lot to be honest - Don't waste your time.
Still waiting for a call back, have phoned and told no one available and will call back, have requested call back twice via the Finance portal, have sent 5 e-mails and still no response. They clearly do not have enough staff to deal with all the complaints they recieve. Yet i've paid 3 months PCP payments while vehicle is with BMW for warranty repair that I've been told you cannot provide the spare part for because of the war in Ukraine! Requested replacement or refund and all i get is Silence!
I filled a form online to speak to the escalation team. Also called customer service and requested to file a complaint. They transferred my call to escalation team and no one responds. There is no complaint procedure in this company. Also call handlers request picture of my credit card yes on more than 5 occasions and despite warning them that their request is illegal, they keep asking. It's 4 weeks they owe me £768.27 after I settled the finance and they agree on the amount but failed to refund it. More than 6hrs wasted on phone calls already. Waiting until 8 weeks finish and I can take it further to FCA.
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