Disappointed by Lack of Communication After Major - angeliamartin1
Disappointed by Lack of Communication After Major Service. In September, we spent over $3200 on major repairs for my BMW X3. At that time, my service advisor, Stephanie, was helpful, attentive and explicitly told us to contact her directy for any future needs. So, when my check engine light recently came on and the car began shaking, communication completely failed. We left multiple messages with Stephaie that went entirely unanswered. Because of this, I was forced to physically drive to the dealership just to get a service appointment scheduled. Their customer service department directed us to contact Stephanie - or that they would have another advisor contact me - causing a major and unnecessary inconvenience. While management eventually corrected the situation by setting up a Monday appointment and allowing me to switch to a new service advisor, the experience of being ignored during an active vehicle issue was highly disappointing and is unacceptable customer service. Do better Stephanie!
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