I went in for my first-year service and the process was smooth and the staff were all cheerful, so I would give it five stars. BUT I gave it one less star because I didn't find the amenities I am used to finding in the waiting lounge at the BMW dealership we came from. I would have expected the service rep to offer me a drink or make sure I am comfortable while I waited (about an hour). Just the level of customer service I expect from BMW.