I went in to ask for the price of a battery ~3 months ago and I was being pointed in all different directions. In the end, I waited at the desk to get parts information but the associate was gone for so long. The ladies at the front desk saw myself and another person lining up and waiting for at least 10 minutes and nobody came over to see how they could help or even just to inform us that perhaps the other associate was on break or something. I got too fed up so I just left. This was a poor experience.
My most recent experience this past week was much better. I had an appointment to change the airbag due to a recall. I'm normally not the one that takes care of the car issues so I had no idea what I was doing. They took good care of me and guided me through the process. I checked in and they confirmed my shuttle service. I waited in the lounge where they had coffee, granola bars and cookies. Once the service advisor was ready, he gave me a call to go back to the service area. Antonio was polite and friendly. He thoroughly explained what they would be doing and how long it would take.
After that, I got in the shuttle and was on my way to work. When the vehicle was ready, they gave me a call. I liked that they kept following up. They left me two voicemails (I didn't realize) and I picked up on the third call. They offered to have the shuttle pick me up at my convenience since I didn't mention I needed one.
There was one thing I was upset about when I picked up the car. I had a vinyl sticker covering the bmw logo on the steering wheel. This was removed. They did not inform me and did not mention removing it when I picked up my car. Unfortunately, I didn't realize otherwise I would've gone back in to ask...