BMW of Sarasota - Service Center

Everything was great, except they promised to charge my PHEV, but did not. Returned it to me with zero charge. PHEV, but did not. Returned it to me with zero charge. More

I have been servicing my vehicles here for two years and unfortunately this will be my last visit. We were estimated to have a two hour wait for an oil change and wash. I drive all the way from Orlando, Flo unfortunately this will be my last visit. We were estimated to have a two hour wait for an oil change and wash. I drive all the way from Orlando, Florida as this dealership has been excellent visits prior. At the two hour mark I walked around the dealership and didn’t see my vehicle so I assumed it was in for service and most likely finishing up. At the 2 1/2 hour mark I took another walk outside to get fresh air and found my vehicle unattended, IDLING, and parked in the adjacent dealership parking lot with the window down. I found my service advisor, Derek, who assured me he would check on my car. Moments later he informed me my car still had not been serviced and that it was accidentally left unattended in the other parking lot. I was FURIOUS. 20 minutes later my car service was complete but still had not been washed. After i requested, Derek ran it through the wash quickly (5 minutes max) but this entire oil change experience took 2 hours and 50 minutes from the time we arrived. The most infuriating part is that my vehicle was left UNATTENDED and idling in the Lamborghini dealership parking lot next door without ANYONE monitoring it. I had valuables inside, not to mention the actual vehicle itself. When I asked to speak to the service manager I was handed a card and then saw the service manager Chong Lee was in his office. So I asked to speak to him directly because why would I follow up in an email when leadership is in person. Chong assured me he would follow up and ensure it doesn’t happen again. Chong repeatedly told me he was short staffed but this is NOT an excuse for leaving a $65,000 vehicle unattended and idling with the keys inside in a completely different parking lot. I expected professionalism with my vehicle being serviced at BMW of Sarasota. I did not leave feeling like my concerns were acknowledged and that the brevity of the situation was understood by Chong or anyone. I will never visit this dealership again for a vehicle purchase or maintenance or for any reason whatsoever. More

I usually get service in Columbus Ohio and they have always provided a loaner car not an Uber X ride home. The one thing that separates high end cars is the detail to customer service. I would expect an always provided a loaner car not an Uber X ride home. The one thing that separates high end cars is the detail to customer service. I would expect an Uber ride home and back from a KIA Dealership. More