Reason for Visit: Service
I recommend this dealer: Yes
My Review of AutoWest BMW at Mountain View:
i brought my car in for the scheduled free oil change.
i made an appointment about two weeks in advance. i told the appointment person i would drop off the car the night before, so i would not have to rush in the morning. i also called back a few days later to put in a request for loaner car, also with the appointment person. since this was my first service visit, i had no idea who my SA would be.
step 1, drop off the car. i get to the dealership a little after 5. i stand around looking for somebody to help me out. nobody. just a bunch of people running around, customers picking up their cars, people returning loaner cars, it was chaotic. i stand around for about 5 min, and soon see i need to go find somebody to help me out. i got to the appointment person, and she's busy on the phone and also looks like she's packing up. so i try to find a service adviser near their offices. looks like almost everybody went home. about 15 min later, i finally find one. he tells me i need to fill out an early bird form since it's after hours, but if i hand off the envelope and keys to one of their drivers, they'll take care of the rest. okay good, though a bit frustrating, step 1 is done.
step 2, go secure a loaner. i have no idea what is needed to do this. so i ask one of their drivers. that driver gets me in touch with the guy that manages the loaners. this guy is a complete jerk. i tell him i need a loaner, and he asks what i'm dropping it off for and why the night before. i tell him oil service and that i let the dealer know what my plans are. he then asks me who my service adviser is, and i have no idea. he asks me to go with him back to his desk, and goes you're not on the list, but even if i was, i would not be able to get a loaner car because i'm bringing it in the night before. i then told him i made this clear with the appointment person, and she never said anything. he said it's their policy, yet kind of funny not everybody that works there knows this. he then just rudely goes, they don't have any cars and he can't do anything, and tries to walk away. as he was trying to, i ask well what am i to do now? he just says, you can go to the enterprise rent-a-car desk and just walks away. this guy def needs to work on his customer service skills!! and that policy is lame. i believe they had cars because i saw a bunch of people dropping off loaners!!
step 2.5, enterprise rent-a-car. i walk over to the enterprise desk, and there's 5 people in front of me. that said, it took me an hour to get a car. on a brighter note, the worker there was very nice and courteous. the guy that manages the loaner cars can learn and thing or two from her.
so what did i learn: this place is busy, i may be a bit short staffed. i think because so many people drive bmw's in the bay area, this place is packed with customers which can result in crappy customer service. also, if you want a loaner car, don't bother bringing it in the night before. if you know who your SA is, try to deal with them directly.
suggestion for bmw mt view: you should have a service desk that helps out anybody that's just walked in, and points them in the right direction. if you don't know how this place works, you have no idea what you need to do. i can also see those older having a problem getting anything done there. this would probably really help the lack of customer service in the service department.
thankfully, the oil change went smoothly. no issues. and my SA, raiford, seems to be a pretty cool guy to work with.
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