As the first time visitor to this BMW shop at Burrard/5th Ave, Vancouver, I had gone through almost all the single star reviews before I hesitated to make an appointment for the on-and-off engine light for my seven year old car. However, the reality turned out excellent beyond my expectation.
The day before, the receptionist Michelle helped to establish the profile in less than 10 minutes and made an "early bird" time appointment to facilitate my schedule. She also pointed out the real location for the service shop at 1740 West 5th Ave, rather than the new car dealership at 2040 Burrard Street, even though they are in the same street block.
This information is really helpful. However, I still made a mistake to drive into the repair garage shop with opened door during the darkness at 7 am. It is a good chance to see the inside of the shop which is neat and clean. One technician quickly found out and directed me to the service bay. His smile lighted my day,
After entering the service bay, I am greeted and directed to the park the car at the right location. The front desk called my name and pulled out my file immediately. I was introduced to the rest area, where I found coffee, hot chocolate and hot/cold water available. The big TV oversees the repair shop and the business centre has two computers and fast wifi. I made myself comfortable beside the fireplace.
Andrew, the advisor prepared everything ready in less than 5 minutes and identified the issue of the car immediately, and he pointed out that it can be covered by the extension warranty. He also provided the choices for staying in the shop, taking the shuttle or getting the courtesy car. I stayed in the shop with my own work and got a chance to see the shop more.
Service/Parts is a huge complex of buildings on the south side of the West 5th Ave, including repair shop, service bay/parts and an affiliated car wash. The new car and old car centre is on the north side of the street. The service is very busy and over 30 costumers came in and all of them are greeted by the service person and left with a smile. I am one of them.
The technician finished the diagnosis and repair in less than 5 hours. To my surprise, the shop has the $3000 parts in stock. It saves me another trip!
During this long waiting time, I finished my work and got a chance wandering around the different partsof the shop. All the employees were friendly and I quickly got the information for the potential new car and parts of my old car. It is very comfort that Andrew updates me the progress regularly.
As promised, the car is fixed and washed by noon.
On the way home, I thought this visit is a gift for my holiday season and I will not hesitate to book an appointment with BMW at Burrard/West 5th Street, when it is needed. Really appreciate the professionalism and help of the employees.
It is privilege to share this excellent experience in the is excellent shop. Hope you will be treated the same way here.