Pathetic service BMW

My car 2014 118i BMW 79000ks odemetre has been to BMW Midrand twice for the same fault and now they telling me that the engine has to be replaced at my cost! The service is pathetic from the service manager to the dealer principal who is always in a meeting and can't call me back! We spend thousands on services and on the actual car and this is the peace of mind we get!!! I am going to the motor industry ombudsman with this case and will take it to the fullest extent that I need to