Unacceptable Service and Poor Communication
If I could give this dealership zero stars, I would. This has been the most frustrating and unnecessarily complicated experience I’ve ever had with a service department.
On our way into town, we blew a tire and had to get our car towed to this BMW dealership on Saturday because we didn’t have the wheel lock key. Our service advisor, Marcelle, provided us with our options, and since we wanted a matching tire, they had to order it—along with a new wheel lock key—promising that everything would be ready by Monday afternoon.
Monday came and went with no update. After calling multiple times, we were told the tire hadn’t arrived yet but would be there first thing Tuesday morning, and the car would be ready by noon. Tuesday rolls around, and once again, no updates. After numerous calls, we finally got ahold of Marcelle around 3 PM, who said he would call us right back. An hour later, he informed us that while the tire had arrived, the technician responsible for installing it had gone home early without notifying anyone. Why wasn’t this checked earlier in the day? This should have been Marcelle’s responsibility to follow up on. He assured us the work would be completed by the end of the day.
Given the delay, we decided to pick up the car Wednesday. When we arrived, we found out that while the new tire was installed, the wheel lock key was still missing. Our only options were to either have it shipped directly to us or take the part number and order it ourselves—making us question whether the key had even been ordered in the first place. When we tried to order it with the parts department, we were then told that the key had to be shipped to the dealership first before being sent to us. After another 20-minute wait for our service advisor to confirm the correct wheel lock size, we were finally able to head home—two extra days late, with additional expenses for a U-Haul rental and missed work.
Once the key arrived, I took my car in for brake work only to discover that they had sent the wrong size. I left a voicemail and received no response. After calling again the following Monday, I was told by Mike that he would check with management and call me back. I had to call again the next day, and when I finally spoke to Gianni, he insisted everything was correct on their end and asked me to go to a local BMW dealership to prove otherwise. I did exactly that and had them confirm it was the incorrect size.
I then called Gianni back and left a voicemail—no response. I called multiple times the next day, both to his direct line and the dealership, and still couldn’t get through. Eventually, I tried ordering the part directly, but they told me Gianni needed to approve it. I asked for urgent processing since this had already been dragged out for too long and requested that Gianni call me back. He never did.
By Friday, after leaving yet another voicemail, I called the parts department again and found out—without any communication from Gianni—that my order had finally been approved. Not only that, but they might have had the correct part in stock all along.
This dealership dropped the ball at every step. The lack of communication is absolutely unacceptable. What should have been a straightforward service appointment turned into a drawn-out nightmare, costing me time, money, and endless frustration. A simple and much better solution would have been to offer a new lug nut set with a key so we could have left the dealership with everything we needed in the first place.
If you’re looking for reliable service and proper communication, DO NOT bring your car here. I cannot say enough bad things about my experience. Avoid this dealership...
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