When I arrived I was greeted by the Receptionist, but right away there was a problem as I had scheduled the service call (four new tires and alignment) online two days before and, for some reason, the appointment was not in the computer system. This was really frustrating to me. The receptionist assured me it would be okay and asked me to wait. A few minutes later Scott Quick spoke to me and he too assured me it would be okay as the tires were in stock. Because it would be over two hours for the work to be done Scott graciously offered me the use of a replacement vehicle while my car was being serviced. I really appreciated this offer. A few hours later I got a video message from the BMW service technician who carefully walked me through his assessment while the car was up on the rack. I really appreciated this too as it gave me a view of what he was looking at and what his next steps would be. A little later Scott notified me that my car was ready, and that the total cost was lower than what had been quoted via the online scheduling. When I arrived I found the car had been vacuumed and washed - which was great. Scott had also began the paperwork for the rebates associated with the tire purchase. That's what I call customer service!