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  • Had Ryan at my last service appointment and he was wonderful 5/5 stars. He was very attentive to my requests and I don't blame him a bit. On the other hand, it's two times now for me something goes wrong in other facets of their service. Hence the mediocre rating. Granted some people may think my complaints are trivial but when we are dealing with a luxury brand like BMW, you expect excellence in every facet of the experience. The first problem was one time they did not have a loaner for me on a work day when I reserved it 3 weeks prior. So had to cancel my service appointment and reschedule on another work day. To be honest that really pissed me off. All of our time is important and they dropped the ball on that. The second was I had my last service on my car and they had the car all day because I went to work. When I picked it up, and they brought the car for me to leave , nothing had been cleaned. I had dirty mats and interior, dirty tires from the tire change, dirty exterior. I even asked at the time of drop off if they would clean the mats and the person said yes. So after a long work day , I had to tell the service department to please wash the car. Why as the customer, do I have to ask anyone anyways? Isn't this a luxury brand? Where is the quality of service that I paid for? No one even apologized either. A and L BMW is my local dealership and I really wished the service was better, and it's really a shame that I always have to consider taking my car to another dealer for service and even when I'm considering purchasing a new car, even though sales is different than service, these experiences trickle to my impression of the other departments. But because it's the closest dealer I end up defaulting my choice to take my car there, with a mindset that something will likely go wrong. They really need to run a tighter ship, and the owner needs to have their staff be a lot friendlier too if they want to be successful.
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