POOR CUSTOMER CARE

Our worst customer service TO DATE. An arrogant Leadership approach, even after we spoke to the Dealer Principal. He simply delegated the matter back to his Service Manager - where the issue originated.

In short, they lost our wheel locknut, which they needed to service the steering column.

When we asked for clarity, they initially claimed the following:

1. The locknut was missing. This was noted on the initial inspection job card.

When we asked why they did not bring this to our URGENT attention, they said it was not standard practice.

We then asked them how they had managed to service the car, as it required the nuts to be removed. They claimed they used a UNIVERSAL LOCKNUT SET to remove the bolts.

We then told them that we found two nuts in the boot of the car, which is how we were alerted to a problem. We then noticed that two nuts were missing from the front wheels - where they worked.

They then incredibly claimed that the two nuts were missing when they started. Again, this was noted on the job card.

We then asked them why they never alerted us to this safety hazard - how could they discharge a vehicle from their care without alerting the Owner to the potential danger? Again, incredibly, they stated that this was not standard practice.

One expected a better response from Brands LIKE BMW and MINI. We have never had this experience at any other Dealership. Time to consider other vehicle options after years with both Brands.

We've decided that there are other options available to us outside of BMW and MINI.