Dealer lost my key :(

[acitydweller]

I brought my 2005 x5 4.4 in for two things. replace the front brakes (rotors/pads) under warranty and to repair my PDC which is constantly beeping and blinking when in Reverse Gear.

The PDC problem was due to a stretched wire. 1.5 hours of labor charged $193 (including tax).

No fee for new wire (had to smirk when the service writer mentioned this as if it was charged to their good graces)

well 25 minutes of waiting in the parking lot, two parking valets came up to me asking me for my paperwork with the car's tag number. after 10 minutes more of non-response i walked in to the receptionist where they porters were paged again. another 10 minutse go by and i find the same receptionist who had thought i had gone home by now and we both head over to see the service writer manager. by now i know where my car is parked on the dealer lot but again no one is telling me anything. A parking attendant then shares with me how messed up it is at the dealer and eludes to the fact that my key has gone missing and it has been happening a lot lately...

the manager comes back to me and tells me they have to order a key as it has gone missing. To add insult to injury, i pointed out that the bumper grill was poping out and the car was not brought here in that condition. the manager said the car was hit in the front. I said very nicely "please think very carefully before you say another word" and suggested he examine the paperwork he had in his hand. Basically it was in for a pdc repair and the bumper grill where i was pointing out was exactly where the work had taken place.

after another 10 minutes, he said a mechanic will take care of that before you leave today.

There are no "sorries" or apologies and no admittance of fault at the bmw dealership.

I wont fault my service manager as he did an excellent job on his end. (he just happened to be out side the day i picked up my car.). but i will fault the dealership and manager for being a complete customer service ignoramus. how many times has a car valet pocketed a customer's keys in your experience? At bayside bmw, apparently this happens more often than not.