The BMS could be working exactly as designed but still not be capable of balancing the cells except over a very long period of time. For example
Take a 36v 15AH battery pack with this commonly used bms
https://vruzend.co.uk/products/10s-36v-15a-lithium-battery-bms-balance-function-18650-li-ion-uk-seller-stock it has a balancing current of just 40ma.
Now imagine said battery pack has been left in a damp garage for 6 months and corrosion means there's a higher self discharge rate for one of the parallel groups, or maybe through bad luck one of the cells happens to have a higher self discharge rate from the factory. So one group has only 1ah left whilst the rest has 14ah.
The owner then puts it on the charger and it finishes quickly because it only has most groups have only 1ah to charge. How long would the owner have to leave the battery on charge to have a fully balanced pack?
The BMS needs to add 13AH and can only balance at 40ma, so 13000/40 =325 hours or 13.5 days to balance the pack.