Salvatore Rubino | Page 2

Please provide a refresh on you're customer service. It is very unfortunate that my first service visit may be my last at Pacific Bmw. I'd like to start by saying that the purchase experience with Yisayi It is very unfortunate that my first service visit may be my last at Pacific Bmw. I'd like to start by saying that the purchase experience with Yisayi was great and we received excellent customer service from him from start to finish. He was attentive, patient, and kind to my family during our visits. My apologies for providing a lengthy review but I hope you may see this more as an opportunity to improve rather than a complaint. As for the service side, it was a completely different experience. To provide some background, my car was just recently purchased 2 days prior to us having to bring it in already for a service repair. If there was a time to be a bit more understanding and win back a customer's trust to the brand, this was the time. During initial drop off, my service advisor Henry Burmayan rushed me in and out of his office, he did not take the time to explain the process and reassure me that my vehicle will be taken care of. To his defense I did take up time registering my car with my insurance policy, before checking in with him. However, the place did not seem busy at all for him to rush me out. Now in terms of following up and providing updates, this was also very poor. I'm not sure what the policy is regarding customer communication, but I would believe that at the very least we should be provided an end of the day or even mid day update on our vehicle status. I took the liberty in proactively calling, texting, and emailing Henry to get some kind of status update. Eventually I received a call and finally a text that stated "my apologies, thought I sent the text but i did not the car is ready for pick up" During pickup, I was not acknowledged by Henry when I came into his office, eventually passing me along to his colleagues to get my paper work started and seemed distracted the whole time with a personal discussion with another customer. I would understand completely if he was busy but at least acknowledging or even greeting someone would again provide that reassurance and sense of care to the customer. Now as me and my family wait for our car, 90 MINS passes by until I personally had to ask what was going on, apparently my car was NEVER in queue to be picked up. My guess was this is due to the distraction and lack of attention to the customer. At least we received an apology during the other time right? Again I'm not here to provide an angry review but instead try to provide some constructive feedback to hopefully improve future experiences with other customers. Should you have further questions or concerns feel free to contact me directly anytime. Thank you More

by ramen4me13 Verified Customer Verified Customer

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