I guess some customers recieve excellent service and others do not. I was billed for hundreds of dollars and my car is doing the same thing, i'm not able to inspect the work because the hood latch was broken while my car was there and was not repaired.

Dear Julian,

I wanted to take a few moments to express to you how impressed I am with your business and the people in it. Your company truly provides excellant service! Many people talk about being excellent but few actually do it. It is quite rare to find a company that cares about its customers. I have visted your facility twice now. Initially, I went to get an oil change, by the way your prices beat every BMW servicer in Houston. My enigne light was on and without request you checked the vehicle and responded with a few items that needed to be addressed. Knowing that i couldnt have all the work done that day, you advised me on what was exactly critical and what could wait a bit longer. Today I went in at 7:30 am sharp, you were open, and although everyone was just starting their day, they were pleasant. I once again left my vehicle for an oil change and fog light replacement and to have the engine light checked again. Later that morning Hugo called me at work to describe what had been done before based on my prior approval and told me the reason for the check engine light this time. It turns out the part needing replacing is under factory warranty and Hugo suggested that on Monday or Tuesday (because of the weekend) that I should return so that you may take the car to the BMW dealership for service. I was impressed by Mr. Samano's remark, offering to take my car in to the dealership. He explained it was a factory part that needed replacing and by letting Bemer take the car, I would have the car back faster. I greatly thanked Hugo for the information that many times doesnt get explained to customers. He informed me that the other work was done and that my car was washed and ready to go. I've worked in customer service for years and now in Human relations for years. Customer service is vital in any business, It is a lifeline that must be handled delicately. So many times we tell people about the bad service we recieve, i wanted to make sure people knew about the good service too. As i am very satisfied with the BMW product, i will probably be a BMW driver for life and i look forward to a lifetime of service from BEMER!

Your raving fan,

S. Godfrey