On Thursday, August 2nd, I had a 12:40 PM service appointment with JR Cortes. Arrived at the dealership around 12:30 PM and was told he had just gone to lunch. Ummm, okay. Why schedule an appointment if you can't be there?
The greeter (sadly didn't get his name) was nice and helpful. He assured me that JR would give me a call once they locate the issue regarding my coolant leak. No call that afternoon, no call all day Friday.
On Saturday morning, I called the service dept, got DEBBIE, and asked to speak to JR. I was transferred to someone else's voicemail instead. I hung up, called again, and was transferred again to no one. Ended up calling 4 times. By this time I was frustrated and just wanted to speak to someone. I asked Debbie to just find out if my car was ready for pick up. I told her that I had no loaner and that I would have to be dropped off, which was why I wanted to make sure my car was ready. I told her my advisor was JR, and she responded, "he doesn't work on the weekend." So, why didn't you tell me that the first time I asked for him? She continued, with a very nasty attitude, "Give me your name and number and someone will call you back - OKAY BYE!" and hung up.
I was appalled. I have NEVER had a customer service rep treat me in such a way. I didn't even have a chance to leave my name and phone number. I work in customer service myself, and I'll be damned if I get away with doing what she did. Is this the kind of person BMW wants to represent its brand?
I decided to just go down to the dealership. I went straight to the cashier, who wasn't really friendly either. Thankfully, my vehicle was ready. No service manager or GM was present. No one to complain to until Monday, which brings me here. This whole experience, besides my interaction with the service greeters, was terrible and not personable. I mean, I don't even know what my service advisor looks like.
If I can give a zero star rating, I would. I won't be back and won't recommend Weatherford BMW service to anyone.