Thong Kha

Review of Town & Country BMW

I do not normally don't do this and like to give t...

I do not normally don't do this and like to give the benefit of the doubt, but this dealership needs to seriously review their customer service policies. If I could give zero stars I would. I called them numerous of times with no answer from their service department, so I left a voicemail to get a call back to make an appointment. I never received a call from them. First bad experience, but understandable due to COVID.

Out of frustration, I went into the dealership myself and was told by the person in the service appointment that they only take appointments over the phone. I politely told him that the reason why I came in is because I called many times with no answer, and that I left a voicemail with them to call me back and never heard back after a week. This was the reason I decided to come in to make an appointment. That's fine, I respected his request for me to call in and make an appointment. Second bad experience.

Consistent with my previous experience, the service department did not answer the phone the numerous times I tried to call afterwards. On two separate additional occasions, I left a voicemail in hopes of a call back. I never received a call back. So three separate voicemails and not a single one responded to. This is horrible customer service, and management should be ashamed of this practice of ignoring customer requests. I appreciate that the service department is busy, but at least have the courtesy to call me back. I am not expecting a call back even the next day - this has been over 2 months+ since my first attempt! The only reason I left it this long as my appointment was not urgent.

I hope this feedback makes it to the service department and management of this dealership as you have tarnished your reputation with me and I'm sure I'm not the only one.

Just as a note - I called Maranello BMW and was able to get to speak to someone on the very first call and have an appointment scheduled with no issues. That is customer service!