Bob Smith BMW Reviews (1)
My family and I have been loyal BMW customers for the last 20 years. We have purchased multiple cars from Rusnak in Westlake Village, Center in Van Nuys, and Bob [redacted] In Calabasas. We came to love the family relationships that we built with our amazing sales advisor (Eddie [redacted] and service advisor (Ken [redacted] Therefore, making Bob [redacted] our dealership of choice. Additionally, Bob [redacted] has been the only dealership we continue to recommend to our friends and family.
My car was recently at Bob [redacted] for routine service when a technician caused an accident with my vehicle. I wasn't upset about the incident, just shocked. The most important thing to me was that no one was hurt. After confirming no injuries, I wanted to know the extent of damage and the timeline to repair my car. There were multiple failure modes that went wrong. My service advisor was unexpectedly out sick, however the service receptionist did not communicate this to me. She continued to forward my phone calls to his voicemail. My concerns were escalated to the service manager, Terry [redacted]. Terry called me and did not know that my car was in an accident nor did she know that my car was currently in service. I was shocked by how unprofessional Terry came across as a service manager as I left a detail messaged as to why I called. At this point, my car was in the care of Bob [redacted] for 9 days. As a service manager, the expectation should be to know what's going on in your department, especially a significant issue that not only includes damage to my vehicle but property damage to your facility.
My trust with Bob [redacted] was broken and only continued to go down that path with no pictures of the damages. I even went to Bob [redacted], however my car was with Precision Auto Body on day 5 therefore I could not see the damages. The second time that Terry called me on day 9 she was finally able to provide details of the damages along with confirmation that there would be no charges for services. She understood that the trust had been broken. At this point, I was content with the situation and her attempt at repairing the relationship. I reiterated he conservation we had and emailed Terry. Terry acknowledge the communication, which will be sent as a follow up communication.
On 7/9/16 (day 23) when I picked up my car, Terry communicated to my service advisor that my service would not be covered. The lack of integrity that Terry has is not a value that any individual in leadership should have. Terry was not in the office, therefore could not communicate this to my face. Additionally, my car continued to have deficiencies with a cracked gasket where the technician damaged my car and overspray of white paint on my door that continues to my mirrors. I now have not had my car for 23 days, the repair damage is deficient, and I'm required to pay for my services. Although I was in a loaner car, I was still committed to the the policies I agreed to and could not allow my dog in the loaner car. My job includes philantropic work that involves taking my dog to Children's Hospital as a dog therapy handler. This required to arrange transpiration separately to continue to meet this need. The level of impact of this situation expands well above trust to true disappointment that I continue to respect your business, however I'm clearly not valued as a loyal customer that respects the polices that you set. As this business is family run, my goal was to resolve the issues with Bob [redacted]. I will continue to escalation this issue to the Revdex.com.
At minimum, I hope you are able to train your franchises to train their receptionists to inform customers of individuals that are not in the office, remove people that don't know understand managing a department means knowing what is going on in your department, and ensuring individuals that represent your company work with integrity and value a loyal customer.