I rate the dealership 5 stars because I have been a - PSPBimmerboy
I rate the dealership 5 stars because I have been a customer for nearly 30 years and have always had top-notch service at every level and step. They are our "go-to" dealership for our car purchases and leases. And we are loyal to the brand having 21 BMWs in the last 25 years between me and my spouse. And we will continue our relationship with them in the future.
However, to be fair I need to address a situation that has occurred in the last two months with my 2022 M440i. Two months ago I went to put fuel in my car and the filing flap was stuck and would not open. It was on a Friday night after hours and the dealership wouldn't address the issue until Monday. I drove the car there and left it on the street because by that time I didn't have enough gas to get home and then back again to the dealership. They managed to get the door open and let me take my car and get fuel. They told me that a part was ordered and I'd be notified when it arrived. Normally that is a few days but after a month I contacted my service advisor Sandy and she said it was still back ordered due to the supply chain issues. She had the parts department check on it and someone from parts was supposed to contact me which they never did. Fortunately, the fuel flap would occasionally work and it only stuck a few more times but I was able to get it open each time. On Tuesday night of this week, the same thing happened and I couldn't add fuel. I drove the car to the dealership and parked it on the street and left my key in the drop box. I was contacted by Sandy the next morning and was told that the part finally came in and that it would be completed that day. So far, so good with the repair. I hope the issue is one in the past. I want to assure you that Sandy did everything that she could to take care of the situation and did absolutely nothing wrong. She is still a "10" in our book however, I will be honest in this review and not everything else will receive a 10. My situation could have been potentially dangerous if I had been on a road trip and the same thing happened somewhere that was not close at all to a BMW dealership. It could have caused great problems. I am a fair person and understand the supply chain issues but I felt that someone higher up in the organization should have stepped up to the plate to see about expediting that part. Two months is unacceptable, especially for a problem that potentially could have left me stranded somewhere. Also, I never heard back from the parts person after he or she was supposedly checking on it in New Jersey and that was over a month ago. And to add insult to injury, the lot persons that do the washing after service streaked the front and rear windows very badly so when I drive into the sunshine the streaks are quite evident. Definitely not the end of the world regarding that, but it will require another wash. However, to end this on a positive note, I am super pleased with Sandy's service and appreciate her putting 5 gallons of gas in the car at her own expense so I wouldn't be panicking on my drive out of there (I was on fumes!). And as noted above, I am a long-time BMW of Palm Springs customer and will remain so.
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