Exceptional Service! That's how I describe my experience I had yesterday with BMW of Bayside.
Let me introduce myself to you. My name is Bob Hopkins and I live in New Rochelle, NY. I was driving yesterday en route to Sands Point Golf Club for a Met PGA Pro-Am Golf Tournament and as I exited the LIE, I hit a small pothole and like so many times before, the dashboard lit up with warnings to check the tires. I knew right away I needed a new tire, but more importantly to me, I knew I needed to get to that golf tournament. Pressing the BMW Assist button, the service provided me with your service department's address; sending directly to my car's navigation system and I was on my way.
Entering your facility, I was overwhelmed at the size and the number of people waiting for service and I became concerned again over my situation and needing to make this tournament. Within 15 minutes, I was greeted by Jennifer Odato who quickly advised me that I needed not only one tire, but probably two others as there were bubbles on the sidewalls. She explained that she had no loaners and that they closed at 5:45, which I knew was not going to work with a 1PM tee time. Not thinking clearly, I told her to forget it and just bring my car around and I figured I would ride on the run flat, make the tournament and deal with the situation afterwards. Being away from home, I really didn't have many options.
Waiting out front of your service facility for my car to be brought around, Jennifer comes out and says "Are you really willing to put golf over your own personal safety Mr. Hopkins? I've looked over your car and the one tire has a gash and the other two tires are severely bubbled, please come inside and we will figure something out.". Not wanting to face the fact that I was putting this tournament over my own safety, I begrudgingly returned. Jennifer was amazing from that moment forward. She acted quickly to make sure she had the tires, got one of the service techs to load up my clubs into an X5 to drive me personally to the club, she gave me her personal cell phone contact so that she could text me with updates and while not making any commitments at all, she hinted that there might be a chance that they could even drop the car off at the club later that afternoon. What a sigh of relief on my part! She was the most professional and thorough service advisor I have ever worked with in all my years of owning luxury vehicles.
I have a real problem with BMW and these run flat, low profile tires having had to replace 5 of them within 6 months of owning this car, but Jennifer took a bad situation and turned it into an opportunity and now I am singing praises about BMW, BMW of Bayside and for your wonderful service advisor Jennifer Odato. I purchased my car from BMW of Oyster Bay, but I am committing to you now that all my future sales and service of BMW will be with BMW of Bayside. Thank you!
By the way, I got 4th place in the Tourney, but Jennifer made me feel like a winner!
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