Service Department & Cashier are Great
November 5, 2018
My ratings are based on the Service Department and Cashier only.
Service Department is great. Chris Rawlins was my advisor for the second time and he is very pleasant and professional both times.
Melissa (?) at the cashier's desk is very upbeat and helps make the experience a very positive one.
Parts Department is a different story. I ordered a new key on September 2 and was told it would be available in 2-3 working days - and they would call when it arrived. On September 14 I still hadn't heard from anyone in Parts, so I called to see if the key was in. I was told it was, so I made an appointment with Service to program it the next morning. When I arrived the next morning I checked in at the Service Department and was told to pick up the key at Parts. I walked to the Parts Department and the buzzer went off when I entered. No one was at the desk, but I figured that the buzzer had sounded, so someone would be there shortly. I could hear movement behind the partition. After 3-4 minutes (seemed like a lot longer) I finally called out "hello" and someone called back "be right there". After another 2-3 minutes someone helped me. While waiting I noticed that the lobby floor was dirty with paper scraps, dirt, etc. The display for floor mats was disheveled and my overall impression was not very good.
I have had my cars serviced at Valencia BMW many times over the past few years and have always thought the Customer Service was outstanding, but I think Parts needs some attention.