In December of 2017, we had leased a brand new 2018 BMW 330i from Rusnak BMW in Thousand Oaks, CA. All regular maintenance services were included in our lease deal. Therefore, all necessary services were performed at an authorized BWM dealer when it was due. On July 12, 2020, around 11:15 p.m., while my son was driving home, the car got on fire with no apparent reason. The entire front of the car was charred! Fire Department was called immediately and they put out the fire. Fire Department report shows that cause of ignition is “Failure of equipment or heat source”. Luckily, my son noticed the flame right away and left the car on the side of the road. If this incident would have happened on the freeway, my son’s life could have been jeopardized big time! Even though my insurance company paid the residual value of the car (less my deductable amount) to BMW financials, they still demanded to get paid my deductable amount immediately. They had their collection department call & harass us once every two weeks for this payment. Needless to say, we were furious and called Betsy Hohmann, the Executive Customer Care of BMW of North America in Westwood, NJ to explain our disappointment on our car fire and handling of issues we were confronting with their collection department. In order to find out the cause of fire, Betsy wanted to inspect the car which was held by my insurance company for 30 days only. Since Betsy’s group was unorganized and didn’t make an appointment on time to inspect the car, our BMW was sold by my insurance company. Considering that car wasn’t available for inspection anymore, Betsy offered to give us $3500 loyalty fee if we purchased a new BMW and pay off our insurance deductable in the amount of $2500 as well. Per Betsy's offer, we ended up purchasing a new BMW from an authorized dealer in San Antonio, Texas. Per Betsy’s request, the dealer and us, forwarded proof of purchase to Betsy so we can get paid and settle our differences. Unfortunately, Betsy wouldn’t accept our provided proof of purchase, regardless of what we and the dealer provided. She kept giving us excuse why our provided documents were not sufficient. After 4 months of communications and due to Betsy’s empty promises I filed a law suit against the BMW of North America and Rusank BMW to settle our differences in court. Within 10 days of my law suit filing, Betsy responded via email that she’ll issue a check in the amount of $6k . Unfortunately, due to my law suit, I finally got the check from Betsy after so many months of aggravation dealing with an extremely unprofessional way of handling a simple case which could have turned deadly and caused loss of my son’s life. Frankly, I’ve owned numerous BMWs for over 25 years and never confronted such a horrible ordeal like our BMW 330i. I will never buy another BMW for as long as Betsy Hohmann remains an Executive Customer Care of BMW North America. Shame on BMW of North America who hires employees like Betsy who give xxxx to their loyal customers like me!!!