BMW of Catonsville - Service Center

I have been coming to this dealer for service for more than 10 years and was disgusted by the service I received today. I had a coolant engine leak and dropped my car off for assessment. The dealer quot than 10 years and was disgusted by the service I received today. I had a coolant engine leak and dropped my car off for assessment. The dealer quoted me $2000 for a radiator replacement. I agreed to the work and when I picked the car up, I noticed a significant paint chip on the car that was not there when I dropped it off. What's more disturbing is that when I pointed it out to Mel Cuesta he reviewed some video of when the car was came into the garage and insisted that the damage was there. It was not and the video does not show depth of the panel or situation. I have no reason to make this up. Mel, stuck to his script and could not have cared less about my complaint. I will never do business here again! More

Subject: Formal Complaint Regarding Customer Service Experience Dear [Recipient's Name], I am writing to formally address the extremely disappointing customer service experience I recently encount Experience Dear [Recipient's Name], I am writing to formally address the extremely disappointing customer service experience I recently encountered at your location. My appointment was scheduled for 9:00 am, and although I was 10 minutes late due to traffic, I waited for almost 5 hours in the waiting area before anyone addressed me. My vehicle was not taken in for service until 11:15 am, and I was presented with a video detailing extensive work that supposedly needed to be done, when I only requested an oil change and front left signal light replacement. After waiting for hours, my car was finally ready at 12:40 pm, but was not handed to me until 1:20 pm. It was during this time that I realized my wallet had been left in the waiting area. I received alerts about my credit card being used at a tobacco shop, which led me to believe I had misplaced my wallet. It was only at 6:08 pm that BMW contacted me to inform me that my wallet was at their location. Upon retrieving my wallet, I noticed that one of my cards had been attempted to be used at a tobacco shop, which was missing when I left the service center. It is concerning that someone from the service center had access to my wallet and was able to use the cards and place back in my wallet that When I raised this issue with your team, they seemed indifferent to my concerns. This level of service is unacceptable, and I feel compelled to share my experience with others. I urge you to address these issues and improve the quality of customer service at your location. I would appreciate a prompt response and resolution to this matter. More