I have owned or leased a BMW for more than 20 years. BMW is a joy to drive, and the purchase experience has always gone fairly well. But I have to say, since moving to my current home five years ago and dealing with the service department at Peabody, I have come to the conclusion that my next car will not be a BMW.
I grew up in Detroit and my father and I worked on many cars together- back in the day when you could do the work yourself- and my father was also in the car industry at the dealership level so the stories I heard as a kid were legendary. So I know how difficult the business is and also about how dealerships should be run.
My impression of this service department is that someone in management has made the decision to deliberately and drastically cut back on the service offered. When you lease a new car, your oil changes and checkups are complimentary. When I call, it usually takes about ten days and four or five phone calls to just speak to someone about scheduling an appointment. When you finally get through, it is not uncommon to be told you have to wait two months for an oil change! They do not provide loaners, so if your service is extensive, that is just another hassle. Also, their team is inefficient and many times I have had to wait much longer than I know was necessary..
Scheduling my last oil change was such a hassle that I just decided to pay for it myself and have it done locally. I have too much respect for the beautiful engine that is a BMW to let it go that long without maintenance.
It breaks my heart, but I think this is my last BMW.