Poor service

I took my car to CarTime Chatsworth for a major service on Friday, 06/03/2026. On Monday, 09/03/2026, I contacted CarTime to ask whether the spark plugs had been changed. I was informed that they were not. When I asked why, I was told that my vehicle requires a platinum range spark plug, and according to CarTime’s PR, without that specific range my car cannot run. This explanation is questionable, as BMW vehicles can use different ranges of spark plugs depending on specification. I have serviced my car many times before taking it to CarTime, and at no stage has there ever been an issue raised regarding a platinum spark plug. Furthermore, when I went in for a consultation at the CarTime Chatsworth office, no one advised me that my vehicle required a platinum spark plug range. When I collected my vehicle and was informed that the service had been completed, no one at CarTime mentioned that the spark plugs had not been replaced. I was also not reimbursed, even though I paid for this as part of the service. Additionally, I was told that the coolant was not flushed due to a supposed leak in the radiator pipe and water pump. However, I personally only top up the water once a month, and it takes approximately half a cup, which does not indicate a major leak. Again, this work was not completed, and I was not informed about it at the time. This level of service is extremely dishonest and non-transparent. The fact that this kind of workmanship is allowed under the main franchise raises serious concerns about their principles and customer service. They claim to be an accredited workshop with Retail Motor Industry Organisation (RMI) credentials, but based on this experience, it appears to be nothing more than a front for poor and unprofessional service. If you are considering using this workshop for convenience or location, think again. You may end up more inconvenienced and dissatisfied. Please do your research before taking your business to CarTime. P.S. I’m still wondering how my car has been running perfectly for 10 years without a “platinum range” spark plug lol.