This past Thursday I was headed into the city to catch a train at Penn Station when I hit a pothole. My tire light immediately came on and knew I was in trouble. When I arrived back on Friday night at 7:00 PM, I retrieved my car from the parking lot and proceeded to try and get to NJ where I stopped to put air in my tire. At that point I realized the sidewall was burst and I called BMW Roadside to try and see if they can meet me at my house in Washington Township. They told me to call when I got there.
At 7:45 PM, I was on route 17 North and running out of time when I realized I was passing the service department and decided to call. My thought was I would possibly just go there and leave my car overnight instead of having it towed.
To my surprise Heather answered the phone, and when I explained my situation she told me they were closing in about 15 minute but it was fine to come drop my car off and asked if I had a ride home. I told her I did not and mercifully asked if there was any way she had a loaner available since my wife was in Mahwah with the kids. She put me on a brief hold and said, "Come right in. We are here waiting for you. Drive safe." A huge relief came over me and I knew this night was going to be alright.
When I arrived Stefanie was there with a smile and almost immediately Heather came to greet me as well. Your entire staff, having worked all day and just about ready to close up, all had smiles and were most accommodating, sympathetic and truly cared about my situation. I was out the door in a loaner car by 8:02 PM.
First thing the next morning Stefanie called and told me about my options for repairing my tires and by 12:18 PM Saturday morning my car was ready for pick up.
This was one of the most memorable customer service experiences I have ever had and wanted to say thank you to Stefanie, Heather, as well as you and your team for an amazing experience. My wife and kids thank you as well, as I was able to get home in time on Friday to put them to bed after being away for a couple days.
I Recommend This Dealer:
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