Advantage BMW Midtown

The actual work done on the car is always well done, the estimates for repairs are accurate, and the waiting area is comfortable. That said, repair turnaround is habitually *slow,* and service representatives consistently do not proactively communicate or respond to inquiries about the progress of repairs. Four hours after learning that repairs would take longer than expected and after two attempts to get an update via text, I had to walk downstairs to the service rep's desk to ask him in person for an update. I then had to wait for him to go talk to the mechanics. After 8 hours of waiting upstairs, they consented to giving me a loner vehicle and was told my vehicle would be ready the next morning. The next morning, I received a text indicating that they had to order a part, In spite of being told yet again that the vehicle would be ready the following morning, I received *zero communication from the service rep/text system for the next 52 hours, which meant my vehicle was held over the weekend. Just before noon on the following Monday, the rep texted indicating I could pick up my car. If the mechanics are backed up or there's a staffing issue, the appointment scheduler needs to book fewer appointments per day. The repair time is AWFUL. Regardless, there is no excuse for a lack of communication. If service reps are too busy to keep customers in the loop about repairs, BMW needs to implement a system where we can view/receive updates through an app. If they can do it in the waiting rooms for surgeries, they can do it in a shop. I've tried to rationalize each experience I've had like this as a "one-off" and give them the benefit of the doubt, but now that this has happened with 3+ representatives, multiple times each, I can't rationalize it away anymore. Something's got to change.