BMW Group Switzerland — Industriestrasse 20, 8157 Dielsdorf, Switzerland

Terrible customer service. Two ladies were unable to answer a simple question, not even after talking to them for 10/30 minutes respectively. They were both providing the same wrong and misleading information. The second lady also denied my request to connect me to her supervisor when it was clear, that she is unable to provide me the right information. Instead, she hung up. I called again a bit later, talked to a gentleman this time, and he answered my question in 30 seconds. Clearly, there is a big gap of knowledge between the customer service agents I was talking to, so their training system doesn't look like to be good enough. For these 3 calls, I also had to wait 15+20+25 minutes after I called to be connected to an agent. I am dealing with many customer services in both my private and professional life, unfortunately BMW Financial Services is among the worst in my experience. Sad, because otherwise I am satisfied with my contracts, but now I'm not sure if I will renew with them. As a paying customer, I expect fast and professional customer service in case of issues. Including waiting time, it took 2 hours of my time to finally get the right information on a very simple question. And only because I got lucky with the 3rd agent, he was clearly way more knowledgeable than the other 2.

John Emmerich

I refuse to remain silent about the appalling treatment I recently received from BMW. I feel compelled to share a deeply frustrating experience. In March 2023, I eagerly entered into a lease agreement with the BMW Group dealer in Bern expecting a seamless and enjoyable ownership experience. Even more frustrating, I bought an extended 3-year warranty, imagining that I would enjoy years of trouble-free riding. Unfortunately, that was far from the reality. My anticipation quickly turned to disappointment when, just three months after the acquisition, I began noticing an irregular engine noise. Facchinetti Groupe SA, the authorized BMW technical service in Geneva, failed miserably in resolving the issue. In one attempt, they even returned the motorbike with lots of garbage into the under-seat case, as seen in the photo—what a qualified approach! Their incompetence left me infuriated. Over six months, I wasted time and money shuttling back and forth, only to face the same unresolved problem. Frustrated, I demanded contract withdrawal due to this significant defect. BMW accepted, and I returned the scooter in perfect condition. But then came the insult—an invoice for early cancellation! BMW treated me like a nuisance, ignoring the mechanical nightmare they put me through. Penalizing a customer for returning a defective product is outrageous. On top of that, they refused the refund request for my extended warranty. Isn’t this a mugging? I will continue to share more details on my case. Specifically, the cheap quality of the BMW failed to meet basic standards, the incompetent technical service couldn’t diagnose and fix the issue, and the reckless customer service and headquarters ignored my legitimate concerns. BMW Group, your arrogance won’t go unchallenged. I urge others to avoid the BMW brand and its pathetic financial services. Just a little internet search and the comments here will only justify my case with similar customer frustrations.

Onur Unat

Awful. I terminated my leasing earlier and received an invoice higher than the amount due by me (tried to charge me more kilometers than those I actually made). I complained and they agreed and sent another invoice with the correct amount. I made the payment and a month later I receive another letter saying that I didn’t pay the full amount and still owe them. Honestly just a bunch of incompetent and unprofessional people who don’t know what they are doing or try to play on their customers to see who falls on these misleading letters to say the least. Stay away from these leasing deals from BMW, just overpriced cars that fall short from the promised quality. On top of it every time you need something from them they are nowhere to be seen or are just incompetent.

D M

BMW Financial Service Various times assured that the calculation was carried out and sent. Nothing received until today! Boss didn't want to answer the phone. Left his employees alone. Just miserable.

Rudolf Aegerter

Awful customer service! I just want to drive my motobike peacefully but thanks to BMW Group it is just sarcastic experience. There is a broken part and I want to change it for using the bike safe but they told me that they cannot do that and I just gave back my moto. Horrible experience!

Ulaş Turan

Premium in all aspects! Great services @ customer experience!

Alex Dobre