I placed an online reservation for service(with a detailed message of what needed to be done) a few days before bringing in my 2003 5 series for service on Friday, March 13th, at 7am. I received confirmation of the time via email from Veronica Cruz(service coordinator) and it clearly stated that reservation time unless I received a call from them. Imagine my surprise when I pulled up-my reservation was not there! No record of my name(did I have a confirmation number? No. None was given when I received my email response confirming my 7am reservation). Now keep in mind, I am a new customer, and expected to be processed quickly so they could take my car and I would make it to work later that morning. I had to wait more than twenty minutes for them to send out a service advisor to hand write a service order and detail what I needed done(while everyone else around me got their vehicles processed). How frustrating and embarrassing. When I was waiting for my quote from Steve C(my service advisor), he nonchalantly mentioned that online reservations are hit and miss and had been that way for about a year(when I asked him why my reservation wasn't there). NICE.
Why offer online reservations if that can happen? Perhaps that can only be answered by Doug Strobot(Service Director) or Bob Colabianchi.
I did receive an email reply from Veronica Cruz apologizing for my inconvenience. And also a phone call from the Service Director, after sending all names listed above an email.
Next time I need the ballast checked on my headlight, resetting codes(airbag light and oil change light on), and adjusting the prongs on the fuse of center brake light, I should perhaps, go elsewhere...
Time: 2 1/2 hours
Cost: $ 173.21
Rita C.