POOR SERVICE - ********* STAFF OF BMW

On the 4th September I booked my vehicle for service at BMW Auto Glen – I had an appalling encounter !!

I was assisted by a gentlemen called Rodgers

There are three things that lead me to this post regarding my experience at BMW:

• When I dropped off my car at the service area, one of the guys [Dark, short gentlemen in black overalls] came towards me and spoke very softly – he *******ly offered to put the BMW strips for me as a side deal for only R250. He advised me not to respond as people shouldn’t see that he is conversing with me on something *******. He said to me I must go to reception to drop off my key and not mention what he spoke to me about and that I must check a car that was on display to see how the strip looks and he will thereafter come for the R250 cash if I like the strip but I shouldn’t tell anyone. I then told him ,with much composure, I don’t want to engage in this, its *********.

• Secondly, I admit that when I leave my car, I need to take all my valuables – I did so and signed consent that I removed all valuables from the car. It occurred to me, when I picked up the car, that I forgot a bag of money in my cubby hole [This is my fault] but I was shattered to realise that the bag of money was gone!!! And the guys stuffed the cubby hole with stuff that was in the seats. I question the staff that BMW risks us to entrust with our vehicles and belongings.

• As if that was enough, the shuttle didn’t come pick me up in the afternoon ,with no notification. When the driver was dropping me off at my company’s drop off zone in the morning, he told me that later on when comes to pick me up, I must wait outside the building and walk to a nearby petrol station as its convenient for him. Even after I expressed that this is unsafe. Nonetheless, its 16:55pm and Im stranded , I have an appointment to attend to [This I advised them of in the morning] and I don’t have my car. I called BMW to ask what is happening, apart from received terrible service from a reception who refused to help and insisted I speak to my service rep, who I eventually got through telephonically. Rodgers was unsympathetic and rude and told me that they are closing the dealership at 5:00 and they are leaving without providing me with any solutions but instead insisted they tried to call and I still wait to see proof as my phone was with me throughout. He then told me that he leave my car key with the guard and I found my car parked outside and my key entrusted with a guard while the manager was on site. When I got there I asked to speak to a manager who advised me that he will address the matter and get a relationship manager to engage me. This did not happen. I haven’t had a call from BMW. The manager was unsympathetic and showed zero regard for my concern. I had no one to welcome me when I came to pick up my car and I really felt less regarded as a customer.