My husband and I had the absolute worst experience...

My husband and I had the absolute worst experience at this location (south motors BMW Palmetto Bay). After reading some of these reviews it seems the theme of this dealership is negligence.

We took our car to get serviced and were given a loaner car. Around 3:30pm we came back to the dealer to turn loaner in because we had not heard from them but given they closed at 4pm we assumed car would be ready or almost ready. We pulled up and told young man that we had items in the backseat..he said he d pull loaner to the side until our car was ready. We d normally sit outside and wait but given the fact that it was pouring rain we went to the inside lobby. Shortly after 4pm we realized there were almost no other customers and they had already closed up. We looked for an employee and couldn t find one. The advisor who had helped us, Tia, although very nice, never called us to let us know anything about our car. We never heard from her again after getting our loaner car.

We stepped outside and couldn t find anyone. I saw one gentleman walking in and I asked if he could assist us in locating our car and loaner car with our belongings and he didn t even stop to talk to us..he kept walking and said I m sales I don t do service Truly shocked at his rudeness we responded with there is none inside , and he said try security . The security he was referring to was a gentleman sitting in a foldout chair with nothing to identify him as security.

So, here we are at 4:30pm; our personal car is no where to be found, our loaner car gone and all employees have disappeared. Finally, an employee whom I believe was from sales that overheard the other gentleman blow us off took putty upon us and helped us. He walked through the halls with us and saw there was no one. He found one employee (Horacio), I don t even know what department he officially works in but he helped us get our personal car. He said we had to wait until Monday to get our stuff out of the loaner. Apparently they don t have supervisors, managers or senior department heads to call. We as the customer had to just..deal with their mistake.

We were ignored, spoken down to and just treated so poorly which is baffling to me considering there industry is based on helping customers. If someone, anyone, had even pretended to care a little bit and put minimum effort in to help us. If we had not spoken up we would still be sitting in that lobby.

We will be avoiding this dealership and telling all of our friends and family.

Just praying our belongings are still there Monday morning when we go to pick them up.

**Update**
I contacted Patrick Collins (Service Director) via email and he reached out to me the following day, which was a Sunday. He listened to the situation, apologized and truly cared. He even arranged for our items to be delivered to us that day. Ruth (loaner car manager) came to our house in the same loaner car we had used and dropped our stuff off. Both Patrick and Ruth really went above and beyond to rectify the situation. Although it was a truly unfortunate day/situation we encountered Patrick made sure he did all he could to help make things right.