BMW Boksburg review

The service received from the service advisor, Desiree Shabalala, was utterly dismal and unprofessional, and the situation was further worsened by the equally unacceptable conduct of her manager. From the outset to final handover, the entire experience was characterised by poor communication, lack of accountability, and a complete absence of basic customer manners.

I was not kept informed of my vehicle’s progress at any stage, despite repeated attempts to obtain updates. Follow-up calls were ineffective and meaningless, and even minor issues were handled with incompetence and indifference. Communication with staff was dismissive, poorly managed, and lacked the courtesy expected from a premium automotive brand.

What is most concerning — and the reason this matter warrants escalation — is that BMW allows individuals displaying such a level of unprofessionalism and disregard for customers to represent the brand and engage directly with clients. This reflects a serious failure in dealership management, staff oversight, and adherence to BMW’s customer experience standards.

For a brand that prides itself on excellence, this experience is both embarrassing and unacceptable. BMW Boksburg has demonstrated a fundamental breakdown in customer service, communication, and professionalism. I strongly urge BMW South Africa to investigate this matter, review dealership management practices, and take corrective action to prevent further reputational damage to the BMW brand.