BMW of Houston North

I want to express my sincere disappointment with my recent experience at the BMW North service department. My trust and confidence in the integrity of their employees have been significantly shaken. Six weeks ago, I scheduled an appointment for a service light indicating an issue with the passenger seat airbags in my 2022 x4. While I understand that loaner car availability can be limited, it was frustrating to wait for six weeks before getting an appointment. Upon receiving a loaner car (i330) that wasn't suitable for my needs due to discomfort, I called to express my concerns. However, my interaction with the service advisor, Adrian, left me deeply disappointed. His unprofessional approach, particularly addressing me during work hours and accusing me of causing damage to the car's seat, was not only offensive but baseless. Adrian claimed there was a $7,000 repair cost due to a spill on the seat, but the spill was minor and happened outside the central area of the seat. I had recently had a thorough detailing of my car in anticipation of the service appointment, making his claim questionable. Despite attempting to contact the service manager, James, for assistance, I received no response from him, leaving me to deal with Adrian's unprofessionalism on my own. Consequently, I reached out to BMW corporate customer relations. Sadly, the response I received from them was also disheartening, as they seemed to favor the service department's perspective without proper investigation. Upon contacting the GM at the location, I received no resolution to my concerns, even though it was evident that the damage was minimal and confined to the knee rest of the seat. The GM's decision to side with Adrian further exacerbated my dissatisfaction. When I picked up my car, it was not in the best condition. It was not washed, and I had to address issues regarding the fuel level. Adrian insisted that the car was returned on empty, but I have evidence to the contrary through video and photos taken upon my drop-off. I hope that my feedback helps improve the service department's operations at BMW North. The overall experience was far from the standard of quality I expect from a reputable brand like BMW. I hope this survey will contribute to positive changes in the future. Sincerely, Regina Johnson