I have a very dissatisfactory experience with McKenna... - RNA
I have a very dissatisfactory experience with McKenna Motors (South Bay BMW) services. To me, they don't even know the meaning of the crucial word "Service" means. I went out to the scheduled appointment time for the BMW service. I was sitting in my car for at least 15 minutes and no one care to even receive the car or ask me about the reason for coming. I was more unsatisfied because I had to go back home and resume my office work.
Here are my observations during the service visit:
1. Three employees standing outside the service office were cracking jokes, laughing out loud, looking at me as if I made a mistake bringing my car for service. I have no problem with them having a good time; however, I literally didn't "service" around the office.
2. Finally, I approached the 3 employees about how long will it take to get some help. They finger-pointed inside the office and told me that someone is finishing up with the paperwork inside, and he will come for help shortly (Since when the waiting customer is less important than finishing up the inside bureaucratic formalities?).
3. I decided to approach the gentleman inside the service office to listen to his opinion. I got the same feedback to wait until he finishes, and to get an estimate on time, I was told "when the paperwork finishes, then I will look into your car". Really? Absolutely, Somebody here doesn't value both the office time and customer satisfaction.
4. I left the gentleman's desk to see what's going on inside the office. I was surprised to see people blindly send me from one person to another. Contrary to my surprise, the gentleman was out to look at my car finally after about 10 minutes. I got little relief.
5. I had a mechanical warranty until 4 days before I went for the service. On another note, I took my car for service last year (Mechanical warranty in place) and requested to fix a mechanical issue in the car and they said they fixed it. Before going to the service this time, I noticed it is not resolved. The part on my end was that I believed the McKenna's CR and assumed they took care of it. When I brought their attention to the issue, they told me it will be $200 just for the diagnose, plus a labor charge to fix it, since I am out of warranty. Again, my bad for believing in their workmanship.
6. After all that, the gentleman is telling me that it will take 3 days for oil and filter change. Really?
When I asked about how will I survive without a car, and I don't have any other mode of transport. He clearly denied me of any loaner vehicle either. I have been using UBER/friend's help to survive the rainy days.
I wish McKenna do a better job in handling customer service as they believe in the dealership's ability to resolve customer's issues and provide them better service than other dealerships.
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