Avoid getting your car serviced here. They may be giving you "top service" when buying a car but when it comes to repair and service, all they do is try their best to milk every dollar from you.
I had my car serviced there due to my lemon pre owned certified 535i under 35000km at least 6 time past year and a half. Each time with multiple issues. Yes, I wait until I have multiple issues because I don't like bothering them and also I don't have time to spare.
Everytime I had to make sure I hold my ground when the so called service advisor that I'd like to call disguised sales told me that if no fault was found, I may be charged of the time they inspect my vehicle WHILE IT'S FULLY UNDER COMPREHENSIVE WARRANTY. I mean if no fault was found based on a customers complaint for an issue, that just shows how incompetent the dealership is troubleshooting and solving the issue, NOT the customer's.
They misplaced the part in the wrong door when the issue was the rear left door but they swapped the rear right.
Door rattling sound when closing, fixed but reappeared after a month. Sent back to repair but same thing remained. I'd love to take it back but I have a busy life. The car should serve me and not the other way around.
This time I was told that my warranty expired in December 2017 when everytime they scanned my key it showed September 22, 2018. Obvoiusly internal glitch of their system which confused themselves and their customer. Instead of sorting it out within BMW internally the manager Kyle called and told me the car is out of warranty. Again,I had to stand my ground as a customer who is confused by their system and fight my way through. Urging Kyle that he better listen to customer's complaint and does his job if he was not being swore at or being unreasonably cursed at as he kept saying to call me back when I am calm. I was firm and angry due to your fault so a customer has every right to complaint. Completely thrown away when he pulled the calm down card yet not focusing on customer's concern and issue.
Coming from a customer service background I am deeply disappointed by how Auto West BMW serve their customer. They are spoiled by rich people who doesn't need their car fixed as frequent. They rely on sales by cash rich people in Richmond. Such a disappointment for BMW. I loved beemer since I was a child and my first beemer experience is ruined by Auto West. BMW isn't a small brand, it's one of German's main car maker and luxury car leader. Such a shame for its name amd reputation to be ruined by auto west. Guess that's why its employees are leaving for other dealership.