Buying a BMW there was excellent 5/5 stars service...

Buying a BMW there was excellent 5/5 stars service. Getting it maintained there is more like 3/5. If it takes an hour for getting the car worked on it will take 2-3 before they will wash the car and get it back to you. Thought getting a loaner car would mean my car would be ready when they said but the problem of getting the car to you is still an issue. Minor thing but when everything else is excellent the little things seem like a bigger issue.