Bmw of North America/ Crevier BMW Kassandra(escalations specialist) ext. 7959 Absolute Worst Customer Service Ever ! Huntington Beach, Ca Nationwide

My name is Kyland Resor. I have always had great luck with bmw I’ve owned 3 now. I purchased my used 2013 bmw 535i, the previous owner had a extended service contact/warranty. When I purchased I was told by bmw America I recieved both maintenance plan and extended warranty. Which I’ve used several times the past 3 years. Well apartly I was listed as a driver for the service contract and a owner of the maintenance plan. Sure this isn’t an issue since it was bmw’s original mistake to just switch me as the driver. Easy you would think! My car has been in service for 4 weeks. I called bmw spoke to the first persons she said yep no problem it will be updated and put in your name soon. No update called again oh sure it will be updated soon. A week goes by and the dealership is still waiting for the contract to be in my name.

Days go by i finally get to a rep again at bmw Who said apparently the 2 other people I talked to previously didn’t leave notes and I explained myself again with a lady named kas at ext 7959 she was a lot more help but said that it still wasn’t in my name and realized there is lots of things to look into such as my dealership name being wrong on my file and more she then said she would call us back. 4 days later I recieved a voicemail form a KAS at ext 7959 she left me a message saying “she had good news” for me on Sunday 10/8. I called Monday 10/9 and I couldn’t get a hold of kas. I talked to a custom service rep that said “We aren’t fixing anything” and hurried off the phone and wouldn’t transfer me to a manager. I’ve called again today 10/11 to talk to kas hoping the mistake done by your company would be resolved, was once again transferred to someone who said that their was no notes about “were not fixing anything” so your rep lied to me on Monday?

Awesome and just so happens to drop the call. I will try again tomorrow. The communication with bmw is non existent and people answering calls make up their own rules that doesn’t make sense to me. If you don’t know the answer for a customer you ask someone higher up to help you right? Training your employees to have that skill might help your retention. I won’t be buying another bmw based on this last months customer service provided by BMW. Time is money an I’m waiting my time, I just want help and answers.