Disappointing BMW Prime Service Experience

On July 26, 2025, I brought my vehicle to Borusan Ağaçlı Oto in Ankara for my 2:30 PM appointment, as part of my BMW Prime subscription. This service is prepaid monthly and includes detailed mechanical, electronic, and engine checks. After handing over my vehicle, I was taken to the waiting lounge with a full view of the service area. For one and a half hours, I observed that my car wasn’t even moved or lifted — absolutely no work was performed. Despite this, I was later told that the inspection was “completed” and the car was “ready.” When I questioned this, I was first told that “the key could not be read by the system, so no record was opened.” I then reminded them that I had the exact same key issue at another authorized BMW service last month — yet they completed all the work flawlessly and provided a detailed report at the end. Upon hearing this, the story changed to: “You’re right, our systems have been down since noon today.” This is a clear case of misleading the customer. Instead of being upfront, they tried to cover up the fact that no work was done — wasting my time, money, and trust. I traveled from Kırıkkale to Ankara just for this appointment. I am submitting this complaint not only here, but also to the Consumer Arbitration Board in Turkey. Such a level of dishonesty does not reflect the standards expected from BMW or Borusan. I strongly advise others to be cautious with this service center.