BMW Store is a puzzle to me. Their location is simply deplorable -- hard to find, very hilly, poor signage, old/outdated building -- not the curb appeal or presentation you would expect for a BMW dealership.
On the followup BMWNA calls, I have rated them everywhere from a "5" (best) to a "1."
The have a system where you are assigned to a service assistant, who has a dedicated service team. While they supposedly helps develop some continuity in the servicing of your vehicle, it is an odd arrangement for me since I had no choice in the matter and found that I was bringing the car back to the same people who could find or fix the problem before.
Generally, I find the service techs not very knowledgable about the cars. I usually know more than they do (and I really would prefer it be the other way around). I have to repeat my specific concern for them to get it right, and still often find that they lost it again in translation to the crews in back.
I have had particularly bad experience with Scott, their service manager. He looks like he is weary of talking with customers and dealing with problems, and has a style that comes across as unresponsive or indifferent.
By contrast, a woman I think by the name of Carrie or Kerry is fantastic -- cheerful, helpful, knowledgeable, and when she is not sure, she tells you and checks it out first.
My biggest complaint against them seems petty but is pretty annoying to me -- they have washed my car twice against my instructions, and almost did it a third time but I caught them pulling the car into the sleaning area, even though the work order had "Do Not Wash" written and circled in red. I have spent hours repairing their swirl and scratch damage, and have yet to figure out how to repair the one dent and one serious scratch they put into the side of my door.
I am a "fanatic" owner, but am pretty disappointed with how they have not been able to address some common issues with the E46 BMW 3-series. Most of the time they come back with "could not duplicate the problem." It is pretty frustrating to come back at the end of the day (30 mile trip) to find that they did not fix the problem but didn't even call to discuss it.
Not the worst dealer by any means, but clearly a notch below what average should be for a BMW dealer.