| rev:text
| - My vehicle was brought in for service June 9, 2016 due to my engine light being on. After diagnostic, it was determined I needed a new thermostat. My service advisor, Matt, advised thermostats were out of stock and on back order, but assured the necessary part would arrive in 7-10 business days. June 20, 2016, still no response from BMW Northlake, which prompted me to contact service department to check status of part. I spoke with the receptionist, who advised part was on backorder with no ETA. I informed her this would cause a problem, due to me traveling out of town July 4th and would not go against Matt's original recommendation of not taking my vehicle on any road trips. I explained a courtesy loaner would be warranted and appreciated being that my vehicle is still under warranty and I was waiting on BMW to produce a part needed for the proper function of my vehicle. The receptionist was very sympathetic and apologetic and stated she would refer issue to Matt and he would be in contact with options. In fact, she personally committed to contacting me by EOD if Matt was too busy to make contact. Unfortunately, I never heard from either person. June 23, 2016, I wrote an email to Matt and CC: Antonio (per my service receipt, it states to contact Antonio for any reason they have not given exceptional service) Do you think I received a response from either, absolutely not. At this point, I'm clearly being ignored. An entire month has passed since my last contact. I still have yet to hear anything from BMW Northlake. At this point, I'm completely aggravated and perplexed with BMW Northlake and their unprofessional and inadequate service, that I allow my father to contact BMW for part update. What do you know, thermostats are now in stock BUT no one bothered to contact me and schedule an appointment for replacement. Talk about exceptional service! Finally, July 29,2016 I received my replacement thermostat. Did the staff acknowledge or even apologize for their piss poor service? Absolutely not! Bottom line, it took 2 months to receive a part, I incurred $280 in car rental fees that could've been prevented if BMW Northlake would have agreed to provide a loaner and I was completely disregarded by staff. I would expect this behavior from a mediocre dealership, but not from a brand/dealership who claims to be the leader in premium products and services.
Take your business elsewhere!!!!
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