Bad bad service at BMW auto Glen

Friday, the 14th of December 2018 I experienced problems with my vehicle, I was unable to continue to drive it and It was toyed to the BMW dealership Auto Glen. On arrival, I received assistance from a BMW representative by the name Isaac Bila. I informed him that the car is under warranty and gave him all the details of the warranty.

Events that followed: 18/12/2018 - I contacted BMW to find out whether a diagnoses has been done and what the issue on the vehicle is. Mr Bila informed me of my quote and also advised that he does not think that my warranty will cover the mechanical defaults. I advice him that the warranty does cover this and request that he get the relevant authorisation from the warranty.

19/12/2018 - I personally visited the BMW dealership to enquire whether Mr Bila received authorisation and again, he insisted that the warranty will not cover due to various reason he thought were valid. I enquired as whether he had follow up with the warranty and he advised that I should follow up with them as these warranty normally give problems in the authorisation of the work to be done.

21/12/2018 - I contact Mr Bila to ask on whether he has received the authorisation on the work to be done and he informed me that he is struggling and the warranty is informing him that I am not covered. I then called the warranty whom immediately gave me authorisation without any issues and hesitation. I forwarded this authorisation letter to Mr Bila, who then commenced with the work on the vehicle.

28/12/2018 - I sent Mr Bila an email to ask about the car, whether the job has been completed, has the warranty paid and can I pick up the vehicle. Mr Bila responded and mentioned that the warranty hasn't paid and that I should contacted them and follow up on whether payment has been done. I was away on holiday and didn't have access to phone calls but emails hence I was unable to do the follow up.

03/01/2019 - I contact Mr Bila and asked him whether the warranty has paid and can I come pick up the vehicle. He mentioned again that the warranty hasn't paid and I should follow up. I thereafter contacted the warranty whom informed me that payment was made on the 24/12/2018, thereafter I was sent the proof of payment of which I forwarded to Mr Bila whom thereafter informed me that I can come fetch the vehicle.

I went to fetch the vehicle in the afternoon at 2pm. I found that the vehicle had scratches that I am unaware of on the boot of the vehicle and the service book of the vehicle was missing. I discovered these issues as soon as I got home.

Due to Mr Bila incompetency, my vehicle spent the entire December at the BMW dealership for no reason. I am extremely disappointed in the service received from BMW auto glen and wouldn't advice anyone to take their vehicle there.