50/50 Chance of A Great Experience - 3girls2018
We scheduled a Lithia Lifetime oil change for the first time at this location this past week only to find that when we got there that we would have to wait 4 1/2 hours for our Chevy Tahoe to be completed!! Not sure why the crazy wait time but we were promised a max of 2 hours when we scheduled. We have little ones and work so we had to leave and drive back to Bothell with no oil change, lost work time and babysitters paid. Our only explanation from Dylan was that apparently someone was sick and they were backed up. Not a great feeling when we left that's for sure. We were not going to come back but I felt I should call and ask to speak to a manager about our terrible first impression. Luckily when I called back I spoke with Jay who is a manager, but not directly in the service department and he took great care of us from the moment I spoke with him. He was apologetic and also agreed that 4 1/2 hours for an oil change was not acceptable and wanted to fix the experience to make sure we were completely satisfied. He met with the people involved in our initial appointment and rescheduled us for the exact date and time we wanted, which was the very next day, to make up for the mishap. We drove in the next day and had excellent customer service from the moment we arrived. Jason was scheduled to take care of us the second visit, although I'm not sure if that was who we spoke with. Whoever it was on the second visit, he was very nice and personable and took great care of us. The oil change only took 50 minutes and we were on our way. We appreciate Jay accepting responsibliity for the first appointment and making our second experience so much better. We will definitely continue to go back as a result of the second experience and Jay's excellent customer service! I understand why he's in management because of his manner in dealing with both the customer and using this mishap as a way to improve service at BMW of Seattle, which would appear to be excellent the second time around.
Top Reviewed Service Specialists At This Dealership
Great Service - LuvmyBMW
A week after purchasing, the on board computer notified us of a problem. The Service Department was very conscientious and willingly continued working until the solution was found.