Kristina Williams saved the day
December 3, 2018
I bought my 3 series sedan in 2010 from Rockville BMW. I tried Silver Spring BMW service in 2014 and was pleased with Kristina's customer service so I continued servicing there. A year later I received a 2015 X3 as a loaner, had my wife drive it and we bought the 2015 X3 a few months later. Much to my dismay, I was told by the customer service desk that I could no longer receive a loaner bc my car was too old. I was literally on the verge of looking at Benz, Audi or Volvo as the treatment (not just the words) was like I was a second class owner. Before I finalized my thoughts and put them into action Kristina reassured me that I was a valued customer and I got a 2018 X2, which I am now considering as a purchase. The point is that Kristina was the only employee who saw the big picture; that I bought my wife's car due to a loaner experience, that we own 2 BMWs and that I am the one closest to a new purchase as my car is older. If you use BMW Silver Spring Service, save yourself the headaches and simply ask to deal with Kristina Williams. I also think that she is the type of individual the company would want in management or at least lead the training for customer service. Be clear that SHE is the reason I gave an excellent rating. Remove Kristina from this equation and I can guarantee that we would never have another BMW.