BMW of Bloomington

I have been a loyal customer of BMW of Bloomington since 2014. Over time, I have been a loyal customer of BMW of Bloomington since 2014 (having spent over $100,000 on leasing, purchasing, and servicing). Ov 2014. Over time, I have been a loyal customer of BMW of Bloomington since 2014 (having spent over $100,000 on leasing, purchasing, and servicing). Over time, their customer service, especially at the service center, has become nonexistent. They treat older customers like commodities unless their time is converted into a purchase. I am not sure if this is the type of training they receive from Munich, or BMW USA, or if it is SAM Leman in particular. Let's start with the service request itself. Every time I request a courtesy vehicle on the online form, I also have to make a call to see if it went through. And over 90 percent of the time, it will only go through if I make that call. Next comes the World-class inspection. I had one done in January 2026, when they did a full inspection and found the front thrust arms broken. I chose to replace them for an amount of $1600. When I came back to collect my car, it was blocked by the door service people (repairing the automatic door for the service center), and I had to wait for 15 minutes before they moved the truck. I took my car to the center on June 26 because the AC was not working. The charge was $399. I dropped the car off and got a video where they found out oil was leaking inside the air-conditioned line, which also needs to be repaired, and the total bill became $1400. While the amount was not the problem, the leakage was, and so I made a call to ask, “How long do you think it was leaking?” The answer was quite alarming. “Probably a year.” So the January world-class inspection, which included an oil change and arm thrust replacement, did not catch that. I approved the work nonetheless. Then they told me that they have no parts and I have to wait till Monday (June 29). On June 29, I got a text that some of the parts did not arrive, so I have to wait till Tuesday. I texted them on Tuesday morning (June 30) and received no response. Frustrated, texted them back asking, “Does anyone check this text." I called them at 1:59 PM, and then they told me the car would be ready at 4:00PM. And I received a text back. “Yes, but I have phones and customers in front of me, so sometimes it may be a while before I’m able to respond.” (I have attached this communication.) Instead of a professional apology or a status update, the advisor sent a defensive, passive-aggressive lecture about how busy they were. Do these people get any training? If a premium dealership charging top-tier luxury labor rates is too overwhelmed to provide a basic, one-sentence status update on a multi-thousand-dollar repair, they should not be taking the work. This is not an isolated incident. Last year, in July 2025, I had my battery replaced after it died (they said earlier in Jan 2025 that the battery was fine). During battery replacement, I asked what the squeaking sound was when I sit in my car. All that they said was it’s getting old (after a world-class inspection). In Jan 2026, they found the front thrust arm broken and got it fixed for $1700. The squeaking disappeared. So they made me drive a car with a broken thrust arm for 6 months. I own multiple luxury items, and this is the most unprofessional client management I have experienced. You have a luxury price tag, and you treat your existing, long-standing customers like trash. On a different note, my other (Non-BMW) car, when it gets serviced, the technicians walk me to my car. They make sure the seats are set back to my preference, and their exit questionnaire even asks about that. But here, my luxury BMW either waits in the sun or under the snow, and the seats are misaligned. Sometimes it gets a wash after service; other times it does not. And in the service area, one has to stand in line like a Walmart return aisle. If you want to know how customers of luxury brands are treated, walk into Zegna, Bucherer, Grand Seiko, or Omega. My car is 11 years old, and I am on the market for a new one. More