TL;DR - BMW Toronto can't follow their own instructions for contactless service or be bothered to follow up with anything.
The customer service side of things with their service department leaves much to be desired. I booked an appointment for May 25 to have my X5 serviced on it's regular interval. Due to COVID-19 I was told pickup would be contactless and that they would lock my vehicle up in the visitor parking lot and to bring a spare key down to retrieve it. When paying my $1200+ invoice for regular service I EXPLICITLY confirmed that I would be coming AFTER HOURS and confirmed that the same contactless parameters would apply; they would lock my car in the visitor lot and I could get it after hours. I gratefully paid immediately and confirmed via text again that it would be after hours pickup.
Low and behold getting to the location on Monday night I found my vehicle locked in their compound with no way to retrieve my car. It was inconvenient as I spent an hour walking down to the dealership, and spoke to the very nice security guard about my issue and decided that mistakes happen and that I would call the dealership and leave a voicemail wondering what happened. I didn't want to get the guard in trouble so I thanked him and left. I called the service tech Stelios and left a voicemail and email on my walk home that night hoping for a call back the next day.
Fast forward to Tuesday at 3pm and hadn't heard a thing. No email returned. No call back. I had to contact the dealership myself and spoke to Stelios who apologized and said he would "talk to his manager" about making things right. I appreciated that notion, and re-confirmed with him that due to NOT being able to pickup my vehicle the night before I had to shuffle my day around and would be back again after hours Tuesday night to pickup again. I further clarified that this wouldn't be an issue on his part and that they would move the vehicle to the visitor lot. Stelios specifically said upon ending the call "I WILL MOVE IT MYSELF RIGHT NOW." Problem solved...?
After I spent another hour of my time walking down to the dealership I find my car still behind the locked gate IN THE SAME SPOT. Hadn't been moved at all. At this point I was upset and saw the same security guard that had seen me the night before and he was as flabbergasted as I was. I brought all my documentation to prove it was my vehicle and that the service was paid for to show him, and he was thankfully nice enough to contact the owner through some means to release my vehicle after spending another hour going back and forth.
I left another voicemail, email, and text message for the dealership to call me back to follow up - it's been two weeks to give them the benefit of the doubt during these crazy times to reach back out and offer a simple apology. I haven't received a follow up to date; Stelios never made good on his first apology, and I am appalled at the ineptitude of the customer service team at this dealership.
I understand this is a 'luxury car brand.' I have no issues with a premium price tag with the service that comes with the ownership of a vehicle from this brand. What I don't understand is the lack of care and attention to the small details like this and even a simple follow up couldn't be followed through on. Unfortunately BMW Canada was not much more help as they referred me back to the dealership at which point I knew this was a no resolution scenario.