While most of the staff at BMW Tigard’s service center
are nice and polite, my experiences with Jeffrey Cline have been extremely disappointing. His behavior is consistently disrespectful, and he seems to
are nice and polite, my experiences with Jeffrey Cline have been extremely disappointing. His behavior is consistently disrespectful, and he seems to have no understanding of basic customer service. I’m not alone in this—many other customers have had similar negative interactions with him. It's a shame because the rest of the team provides excellent service.
FYI BMW, the problem and damage we had weren’t fixed professionally. We tried to make an appointment, and this is the treatment we received! We had to go to social media in order for the management to respond back to us, and this is the message we got from the manager:
"Good morning Mr. XXX. . I understand you have an appointment tomorrow here at BMW of Tigard, your appointment has been canceled. Due to past interactions and negative posts on social media about the dealership, we would prefer you use another location for your service needs. Thank you. Text STOP to opt-out. --Jeffrey Cline BMW of Tigard"
We will keep going to social media until that person gets fired. I strongly urge management to address this issue promptly to ensure that all customers receive the quality service they expect from BMW.
More
by kadhim
Service Price Transparency
May 25, 2024 -
BMW of Tigard responded
Hello Kadhim,
We are glad to hear that you find most of our service staff to be nice and polite. It is unfortunate you believe your experience did not meet certain standards. We would greatly appreciate you calling us so that we may learn more about your experience and work towards a resolution. You can reach the General Manager, Sven Wood, directly at
(503) 748-5450.
Not very professional for a luxury establishment.
Struggled with getting work promised taken care of. I should not have to get frustrated and then treated as if you are doing me a favor; where is t
Struggled with getting work promised taken care of. I should not have to get frustrated and then treated as if you are doing me a favor; where is the honest and let’s make it right attitude?? Sales manager was the worst similar to sales person when I bought the car; seems to me unfriendly bunch in sales area. However Much better in service! Thank you Jeff and Priscilla!
More
by Jaclyn
Service Price Transparency
Mar 12, 2023 -
BMW of Tigard responded
Hi Jaclyn, we're very sorry that you had a negative experience with our team. Our service manager has worked to take care of your vehicle and it is ready for pick up today. Our leadership team will be meeting with you as you pick up your vehicle, so we can apologize in person and make sure everything is resolved to your complete satisfaction. We very much value your business and hope we can continue to earn your business going forward.
Sven Wood
General Manager
Kuni BMW
I’ve just picked up my vehicle from Kuni, and I am very
happy with the repairs and care given to resolve the issues I previously raised. Jeff Cline and David Fernando have gone above and beyond and my conf
happy with the repairs and care given to resolve the issues I previously raised. Jeff Cline and David Fernando have gone above and beyond and my confidence in the Kuni service team has been restored. Highly recommend Kuni, they will work to resolve problems as they arise. I appreciate their attention to detail!
More
by sreinha
Feb 07, 2023 -
sreinha responded
Update: Jeff Cline and David Fernando have both been very responsive and helpful and are working to resolve the issues I’ve pointed out.
Feb 08, 2023 -
sreinha responded
Second Update: I’ve just picked up my vehicle from Kuni, and I am very happy with the repairs and care given to resolve the issues I previously raised. Jeff Cline and David Fernando have gone above and beyond and my confidence in the Kuni service team has been restored. Highly recommend Kuni, they will work to resolve problems as they arise. I appreciate their attention to detail!
Worst service manager ( Jeff ) ever he was racist and
unprofessional didn’t even understand what customer service is. And after the bad service he offered to pay for my service to shut my mouth down and
unprofessional didn’t even understand what customer service is. And after the bad service he offered to pay for my service to shut my mouth down and not say anything but I refused.
More
by Omar
Service Price Transparency
Jan 06, 2023 -
BMW of Tigard responded
We are disappointed to hear this was your perceived experience. It is our priority to deliver outstanding service to all of our valued customers regardless of race, ethnicity, nationality, or any other protected category. As part of a preliminary investigation in to this situation, it appears your vehicle had been ready for pick up for several days and our team was asking you to return the Kuni BMW Service loaner, to avoid incurring extra fees (which is a standard practice and part of our loaner car agreements). You and your brother kept insisting that you should not have to bring it back for another several days, but that loaner was committed to other service customers, so we needed it returned. This was shared with you politely and is, again, very standard practice, but unfortunately you and your brother took exception to that. If your perception is that those late loaner return charges were in some way a racist act, that is unfortunate, but I can assure you that any customer with a similar situation of not bringing a loaner back for several days after their vehicle is repaired (without good cause) would be addressed in the same way with the same fees. It is also important to note that our service manager agreed to waive those fees once you and your brother finally bought the car back.
In discussions with witnesses to the discussions you had with our service director when you did finally come in to return the loaner, we have not found any evidence that there was any racism involved, or indeed any unprofessional behavior. We have also reviewed video footage of the interaction in our service drive and reviewed all recorded calls that occurred with you and your brother and found no evidence of anything improper there. Despite our initial findings, I hope you provide us with the opportunity to review and discuss the specifics around your interaction with our team; we take any feedback like this extremely seriously. Please contact me directly, Sven Wood, General Manager, at 503.781.5040. Thank you.