Went 3 times for service and 2 of them were proble...

Went 3 times for service and 2 of them were problematic. 1st time the mechanic forgot to tighten a bolt or something, proving that they did not test drive the vehicle after the repair. I picked vehicle up after work at rush hour, got on the highway, noticed the rattling and then had to turn around in rush hour traffic to go back. Missed my son s soccer game as a result. They did nothing to compensate me.

2nd time they promised me a repair would be done by Wednesday after I had brought car in 1st thing Monday morning. My wife had to rent a car for 3 days. Wednesday comes around and no one has called me by 3 pm. When I call them I have to leave voicemail. I do this repeatedly. Eventually I have to demand receptionist to put a live human on the phone. Live human tells me they were sent the wrong part from their supplier and that they would need until Friday. I get the manager to promise me that he ll call me by 12 noon Friday to give me an estimate of when my car will ready for pick up. My wife has to rent the car for 2 more days. Friday noon comes around and no call. Rental car is due back at 2 pm or they charge another day. We have plans to drive out of town for weekend. I have to terrorize poor Otto s receptionist to get manager on the phone (not vm). He apologizes profusely for breaking his promise and then tells me car still not ready. He says he ll adjust the invoice and offers to give me a loaner for weekend. Following Monday morning car is finally ready. I return the loaner and clerk requires me to pay full price no adjustment as manager (who conveniently is not there) promised. Then he asks me if I filled up loaner s gas tank and I said no, it s at least half full and he can fill it after all the BS I ve been through. Just let me pay their premium bill ($150/hour for labor) and get out of this nightmare 5 days after originally promised date. He asks me to go drive their loaner across the street to fill it up. I nearly lose it. The guy gets all defensive and says but we didn t charge you for loaner! . I should have demanded they pay for the 5 day rental I had to pay because of their incompetence!!!

I understand that unexpected events and delays happen in every business, but how customer service reacts to these is crucial. Own the problem and fix it immediately. Duh! You d think that at a premium dealership with premium prices you d get premium service. Unfortunately at Otto s BMW they haven t even passed Customer Service 101. I get better service at a local shop and they re cheaper too. Never going back to Otto s for any reason. Can t trust them to even have the basic courtesy of calling back when they say they will.