Moss BMW

Beware!!!! This organization does not care about the customer. I made an appointment for 9 am, for a factory recall and oil change. They told me it would be 4 hours. I called a little after 1:15, and my service advisor stated my car wouldn't be ready until 4 or 5 pm. I received a call at 5:02 pm, they close at 6, telling me that my car had a stripped oil plug and that I might need a new oil pan. So because of that, they did not change the oil. Here's my problem. I had an appointment for 9am which was supposed to be for 4 hours, but that didn't happen. I was without a car all day because of their lack of time management and mechanical skills. When I spoke to Steven, Service Advisor, who by the way was very rude, unprofessional, and evidently had no clue what he was talking about, at 5:02pm, after they had the car all day, he stated that the oil drain plug LOOKS to be stripped and that if I was to change the oil, it might now start to leak. My response to him was, so whats the solution? He couldn't answer me, or he flat out didn't know. I informed him that if he knew this information, he should have called with a solution, not with just the problem. All he said, after being rude, was they didn't change the oil and I could come pick up my car and then hung up on me. So here is my thinking on the matter. I don't think they checked the oil at all, PERIOD! I believe it got too late in the day for them to change the oil and they decided to make up a story to make them feel less responsible. I informed Steven why did you have my car all day and right when you close is when you tell me a problem, but no solution. He stated to me that just because I have an appointment at 9, doesn't mean it will get looked at 9. It might not get seen until 1 or 2. So whats the use for making an appointment? This tells me another thing. This guy has poor time management skills. He shouldn't be in the position he is in. Lastly, when I finally did go pick up my car, they called me again just as i was pulling up at 5:49pm. Remember, they close at 6. Steven, my Service Advisor, was no where to be found, probably a good thing. However, when I went to get my car, they left trash in the floorboard, and greasy dirt on my steering wheel and sun visor. I complained to another Service Advisor about treating customers vehicles this way, but she acted like it was no big deal. I am sure they do not care. I served in the Army for 34 years. I held the highest rank an enlisted NCO could hold. I have 2 combat tours, several overseas deployments and know exactly what time management, integrity and leadership are. This organization does not have it. They have lost a customer in me because they don't know how to treat people. Truly sad you pay for a service and they could care less whether it gets done or not. I will be looking for another mechanic for my BMW. It might not be a new one, but it's still a clean BMW. To Mr. Aaron Anders, who is the Service Manager, my visit was completely unsatisfactory and I will not be back. You should really do some retraining for your staff or hire better people. Good day.