No common sense or basic customer service.
Purchased a set of winter tires for the first time and was having my own tire shop do the changeover. Previous to this, ONLY bmw had serviced the car, and that includes the tires. My tire shop couldn't remove the tires because whoever had worked on the car previously (at BMW) had over tightened them, and it caused my wheel lock to break. I had to go and purchase another one from these guys. Onto the next tire, and It was also on the verge of breaking because bmw's wheel locks are known to be junk. So rather than break another and keep going through this ridiculous cycle, I went to this dealer which is the closest to me to ask them to have my wheel locks removed and my bolts loosened to spec. After waiting to be helped, some robot "assists" me and when I tell him my issue, before asking me for any info, says "well if they can't get it off, we can't either". I asked them to try because this doesn't sound like an acceptable answer to me. I was told to make an appointment because they are busy and won't be able to see me today. While I understand they are busy and short staffed (which is seemingly everyday), I said that it's a 5 minute job that I'm asking for and I have my tire place waiting for me to drive back there to finish putting on my winters. I was told it's not their policy to look at the car while they have another car int service. I told him that while they have a "policy" sometimes common sense must be used. He then repeated his same answer (hence why I referred to him as robot earlier). The only "solution" was for me to take the car to the dealer it was purchased from to have them loosen the wheel locks for me. That dealer is in Ajax, easily an hour commute each way on a good day.
Rather than offer a real solution or checking with any manager, etc, before I left frustrated with the customer service, I was told that they can drill it out, at a later appointment of course, at $250 per BOLT!
I asked for customer care's number to sort this out. I called them as soon as I left the place, but of course, they are closed Saturdays, which their service employee didn't bother telling me.
My other car is an Audi Q5, and the level of service they provide is night and day compared this place. I regret not buying another Audi instead of my BMW, and will certainly never be back to this dealership for anything. read more