Center BMW Service — customer service
Center bmw service is absolutely terrible and put me through hell.
1/12, 8:00 am I took my car in and was serviced by the representative named john t. ives. let me start off saying, does he even know what customer service is? i'm assigned to him by default unfortunately and I told him my problems with the car. one of the problems is the headlight being defective (the passenger side halo would stay on for a longer period of time than the other halo when the car is locked) and when I showed him the problem he stated, "that's the cars feature. " I couldn't believe this guy was serious. he still writes it in the invoice anyways. while doing so, it seemed that he had another customer who stood right next to me and john started rushing my invoice. he did not confirm my address, my phone number, nor did he offer me a rent a car. normally reps walk you through to where you can get dropped off by their driver but he didn't. anyways, after leaving, he didn't call me until about 6:00 pm to say all the services were covered under cpo and he needs the car another day and that he will call and give me an update 11:00 am next day.
1/13, I do not get a call all day and I finally decide to call him at 4:00pm! when I get a hold of him, he puts me on hold for 10 minutes then the call is disconnected. I wait about 30 minutes expecting a call back and never got one. I call him back, it goes to voicemail. I call the bmw center and asked for help, but the male person who answered it said that only john can help me and that there is nothing they can do. I call back and got a lady receptionist, I asked for a manager and got transferred to a generic voicemail which I left a message asking for a return call by a manager or that I will be taking it to cooperate (i never got a call back). I finally call john's cell phone and when speaking to him, gives me an attitude. saying that there was a lot of work to be done but the car is completely fixed, they just need to reprogram it.See the Top 10 Worst Complaints in Van Nuys, CA all I wanted was an update and all I get is an attitude. ultimately they needed the car another day but he assured me it will be done "early wednesday. "
1/14, john calls me at around 12:00 pm with an update. he tells me that they looked more into the problem with the headlight and it may cost me about $1900 but is trying to work with the warranty to get it waived. it was on monday he told me everything was covered and tuesday that supposedly all services were already completed, now it's not? I played his game and told him to do whatever is covered with cpo. at around 3:00 pm he gives me another call saying that he's still emailing the warranty and it may take longer. I don't get another call after that and center bmw has my car for another day.
1/15, I don't get a call all day and decide to call at around 4pm. this is the best part, when I call john it went to voicemail and it says that he won't be in today or friday. at this point i'm furious, I just wanted my car out of there. I called and asked for a status with my car by the representative named jose, he stated that parts were ordered for my car and will be there friday. 1st john tells me that everything is ready and they just need to reprogram it, then he tells me something is wrong with the headlight and I may need to come out of pocket and now i'm being told parts are ordered. now have no idea what's going on anymore.
1/16, I call center bmw at 12:00 pm and asked for a status updated in john's absence, the receptionist took down my number and said a representative will give me a call back asap. 2-3 hours later with no call I finally call the internet director, jason. jason had a manager call me. brian douglas called me and apologized for everything.
1/17 I finally get my car back and my sunglasses and my house key were stolen. I guess it was my fault that I would forgot my possessions to a bmw dealership.
If you want your car serviced, I would advise you go elsewhere. I will not be coming back after the years i've spent with this dealserhsip.
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