Joanna Yu

Review of Town & Country BMW

Every single time service at this location is pain...

Every single time service at this location is pain in the ass. Asking customer to wait for 30 minutes or more just to pick up the key for a car that claimed to be ready for pick up. My car was sent in for more than 4 hours just for "vehicle check" and returned it un-washed plus unknown waiting time for more than 30 minutes. Reasonable wait time is expected, but no one would like to mess up their plans all the time by the poor time management at your dealership. You need to understand that people have their schedules planned, not everyone drive a BMW and also free have nothing to do just to be hanging around at your dealership! I have no idea how your dealership defines customer service. Super disappointed every single time service here.

Service appointment -
A guy called me around 4:50 p.m. telling me my car is done and ready for pick up. I requested the shuttle at 6 p.m. (late again) and arrived dealership around 6:20 p.m. to pick up my car. The ladies at the front desk again being not so helpful. They asked me to be seated or hang around to pick up my key. So I circled around in the store and waited for almost 30 minutes and asked for my key again and again, then since they told me my car is waited to be washed!!! Like you must be kidding me!! Isn't it suppose to be done before the person call me around 4:50? More than an hour after plus my 30 minutes wait time, then you tell me my car is not washed. Come on! I have a meeting to run to at 7:30 pm and if wash my car is what I was waiting for, you could've kindly tell me when I first arrive. I was totally speechless and asked the lady at front desk to just return my key, I need to leave! I do not care whether my car is washed at the point that I really being rushed to go somewhere.

Book a service appointment -
Their service coordinator Karmen Li is the worst service rep i have ever encountered. I usually go to BMW Toronto location, and my experiences there were great. I tried to book a service appointment at Town + Country, Karmen was so impatient looking the next available service dates for me, and was reluctant to book the shuttle service nor explain things to me. I am surprised to receive this kind of customer service! I also inquired for updating my navigation system, she did not tell me there is a charge to it, instead just told me to drop off my car for an entire day for just the oil change... I would give a 0 star if possible.