The buying experience was not bad, but the auto service experience was awful. It started off well, I had an appointment at 10:20AM for the oil change and first 10,000 service in which I arrived early at about 10:10AM. I was greeted as I dropped the car off, then headed to the lounge to wait. About 5 minutes later, my service advisor Brandon came in to get me. We went over to his workstation to discuss the service details and I was off to wait for my shuttle service home since the estimated service time is 2-3 hours.
As I entered the customer waiting area, the front desk representative (I forgot her name) walked over to confirm where in Murrieta I was heading. I told her it was up Winchester, near the French Valley Airport. She said okay, and walked away. I sit in the waiting room for about 25 minutes while others enter/leave, and wondered what had happened to the shuttle service to take me back home. I finally walked over to the desk to ask the rep where the shuttle was. In a somewhat unapologetic tone, she answered there was a family of 5 and two shuttles had to be used to drop them off. She didn't know when they would be coming back.
I sat and waited another 20-25 minutes, at this point it was almost an hour, about 11:25AM, and still no shuttle. Another customer had entered the room, and her service advisor told her to wait a bit and get refreshments, the shuttle will arrive soon. I started to talk to her, as well as another customer about how I have waited an hour now and there was no shuttle. I vented a bit about how rude it was, for someone to drop a car off with 5 people, and how this dealership did not handle the wait for everyone else properly. Only then, as I was venting did the front desk rep recognize how upset and annoyed I was and walked over to apologize. She then said a shuttle did return, but it was not in service. Not long after, the shuttle finally arrived, and after the driver took a brief break, asked the customer who entered long after me where she was going. She was going around the block over on Diaz Rd and Winchester where her business is located. So now, after having already waited over an hour, I have to wait again in the shuttle as he dropped her off before driving to drop me off. I did not arrive home until 12 noon.
Never have I had such a disrespectful experience from BMW as this before. My father has an X5 and since 2001, I have taken it in for service at BMW Ontario and they always had a shuttle service running on-time. And even when a shuttle is late, I am always kept up to date with arrival. I have never had to wait for over an hour for a shuttle. Communication is definitely an issue here with this BMW. I should have been informed immediately if there was a delay in the shuttle service. And, how is it that, because there was a family of 5, a second shuttle was rendered to drop them off, but returns and does not bother to consider other people waiting? Then, when you have customers waiting, the closer in location takes precedence over the one who has waited longer? This is a total lose-lose situation, mostly on my behalf, and I do feel like anyone there cares.
In fairness, once told of this situation after the fact, he did offer a free gas fill up or something, but honestly, that doesn't make up for this. I am still waiting for a formal apology from them, since I did send an email to their team.