Beware when returning contract hire cars
Discussion
My M5 contract hire is due to end 4th November however with services due I've decided to end the agreement early and have a new car ready for collection next Saturday.
On the 25th August I called BMW FS and asked to have the car collected, finish the agreement etc.
I was told I couldn't start the collection process until I paid off the agreement in full which I did - a few pounds under the remaining 3 months payment. The mileage was at that time about 32000 so, pro-rata under 34000 miles for the term which was under the contract allowance of 36000. I confirmed this was in full and final settlement and it was agreed it was. I also mentioned that should I not be able to stop the DD at the end of August would they simply send money back which I was told they would.
All good so far and the car was booked in to be collected 16th September.
I arrive home late last night to find a s
tty letter from BMW FS suggesting I owe them a months payment, not a problem probably a mistake.
This morning I have just spent just over an hour on the phone and the reason why I still owe the money is simple......
My mileage was the reason and apparently it has lowered the value of the car has reduced - WTF
I tried to understand how I can be under contract mileage pro-rata and the value of the vehicle be affected and decrease? At no point during the conversation this morning did the lady explain why or how......she simply kept saying pay up otherwise the car won't be collected etc. I asked her to explain how they get to a settlement figure on a contract hire vehicle and she couldn't tell me (or wouldn't)
I then asked her to refer to the recorded conversation in August which confirmed the agreement was settled etc. and she was reluctant to do so albeit had access to it. Again I just kept being told the easiest solution was to make the payment due of £651 or else.
Eventually I was on hold for a further 20 minutes and then told her and her managed had decided to drop the claim and the agreement has in fact been settled. She refused to confirm if that was because they were wrong or whatever - of course I asked for this in writing, don't forget they also have a recording of the conversation should this go any further.
In the end a result but it's been bloody frustrating getting it, but beware if you hand your car back early!
On the 25th August I called BMW FS and asked to have the car collected, finish the agreement etc.
I was told I couldn't start the collection process until I paid off the agreement in full which I did - a few pounds under the remaining 3 months payment. The mileage was at that time about 32000 so, pro-rata under 34000 miles for the term which was under the contract allowance of 36000. I confirmed this was in full and final settlement and it was agreed it was. I also mentioned that should I not be able to stop the DD at the end of August would they simply send money back which I was told they would.
All good so far and the car was booked in to be collected 16th September.
I arrive home late last night to find a s
tty letter from BMW FS suggesting I owe them a months payment, not a problem probably a mistake.This morning I have just spent just over an hour on the phone and the reason why I still owe the money is simple......
My mileage was the reason and apparently it has lowered the value of the car has reduced - WTF
I tried to understand how I can be under contract mileage pro-rata and the value of the vehicle be affected and decrease? At no point during the conversation this morning did the lady explain why or how......she simply kept saying pay up otherwise the car won't be collected etc. I asked her to explain how they get to a settlement figure on a contract hire vehicle and she couldn't tell me (or wouldn't)I then asked her to refer to the recorded conversation in August which confirmed the agreement was settled etc. and she was reluctant to do so albeit had access to it. Again I just kept being told the easiest solution was to make the payment due of £651 or else.
Eventually I was on hold for a further 20 minutes and then told her and her managed had decided to drop the claim and the agreement has in fact been settled. She refused to confirm if that was because they were wrong or whatever - of course I asked for this in writing, don't forget they also have a recording of the conversation should this go any further.
In the end a result but it's been bloody frustrating getting it, but beware if you hand your car back early!
I lost count of the number of times that BMW employees didn't know their arse from their elbow.
For example, on one occasion I had an argument with my local main dealer that something that had failed on an MOT was covered by the (new at the time) 'MOT Insurance' component of my extended warranty, which they claimed to know nothing about. I had to go home and get the marketing bumf that had been sent to me through the post before they investigated and admitted that I was right.
For example, on one occasion I had an argument with my local main dealer that something that had failed on an MOT was covered by the (new at the time) 'MOT Insurance' component of my extended warranty, which they claimed to know nothing about. I had to go home and get the marketing bumf that had been sent to me through the post before they investigated and admitted that I was right.
To conclude, I had a call today from BMW and they were very apologetic.
Little girl on Saturday clearly knew sweet FA and shouldn't have been rude, bullying in her attitude and I'm told will be repremanded accordingly and hopefully is banned from talking on the phone to BMW clients now.
As I suspected it was simply a reconciliation issue and as I mentioned they were deeply embarrassed.
Still, how many would have paid up we'll never know
Little girl on Saturday clearly knew sweet FA and shouldn't have been rude, bullying in her attitude and I'm told will be repremanded accordingly and hopefully is banned from talking on the phone to BMW clients now.
As I suspected it was simply a reconciliation issue and as I mentioned they were deeply embarrassed.
Still, how many would have paid up we'll never know
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