BMW London

rude behaviour at service department

October 24, 2020

This is with utmost regret and disgust that I am writing this review. I wish I did not have to write this review. On Monday, Oct 19, 2020, I called BMW London to schedule an appt for swapping my winter tires. As usual, I was transferred to service department and I left a voice message with my phone number and the purpose of my call. After waiting for 2 days and receiving no return calls, I went on the website and booked an appt for 1:30 pm of Oct 23, 2020. Accordingly, I took my car, only to be informed that there was no such appointment and that the scheduling appointment on the website was not the best. I told the lady in the service dept that I had scheduled the appointment on line because I did not get a call back. I also tol d her that I was not sure whose phone I had reached and had left the voice message. As I was talking to her, some one else ( Ali or Aly, not sure of the spelling ) from behind me from the main service desk interrupted and said that she had received no voice messages on her phone, that she had called later and left a voice message on my phone about this appt being cancelled. I told her, that my phone had stopped working for past 1 day, and I would appreciate if an email was sent. You have my email. The girl got rude and said, " I am not responsible if your phone is not working.. I will not send an email ". I told her, " Yes, I am aware that you are not responsible for my phone and I am the one who is responsible for my phone. BMW has my email and you could email me as well.". She kept repeating "I am not responsible if your phone is not working|"/ It started getting bad. So, I left. Even as I was leaving she continued to talk back. My MAIN ISSUE here is the rude, impolite and arrogant behavior of this agent. I expect normal , if not good customer service from BMW service department employees. I don't deserve to be treated the way , I was treated by this employee. BMW should ensure that the employees know the basic etiquettes of customer service. This attitude itself may sometimes be solely responsible for customers leaving BMW London and going to other dealership. This is obviously not my first car and I am not new in Canada, I must say that this is the worst behavior I have encountered in my 25 yrs in Canada. Frustrated and Disappointed customer

Written By: Nasreen