Business ProfileforBMW Roadside Assistance

My name is ****** (********************, and I am the owner of a 2023 *** M850i GC with the vehicle VIN Number *****************. I am writing to express my dissatisfaction with BMW Roadside Assistance department, and I intend to escalate this matter through the appropriate channels for further investigation.Yesterday evening, at approximately 7:30 PM on ********* in *********, my vehicle suffered a flat tire on the right front after accidentally hitting a pothole. This incident left my car immobile, obstructing traffic. I promptly contacted BMW Roadside Assistance for urgent help. I was informed that the usual wait time for a tow truck in the ********* area is three hours. However, given the urgency of my situation, I was assured they would make every effort to have a tow truck arrive within 40 minutes.Subsequently, at 8:30 PM and 9:30 PM, I made repeated calls to Roadside Assistance as the tow truck had not arrived. Unfortunately, I was told they were powerless to expedite the process, and my only option was to wait. After enduring a lengthy and frustrating three-hour wait without any communication, I made several additional calls to BMW Roadside Assistance. Each time, I was informed of a 45-minute wait, with inconsistent reasons provided for the delays.I finally encountered the tow truck at 1:00 AM, after more than 10 calls to Roadside Assistance and a total wait time of 5.5 hours on a chilly night without access to food and water and the phone battery almost ran out unimaginable, and this was on a major road in *********. This situation is unacceptable, considering the substantial investment I made in purchasing my vehicle and opting for ***'s comprehensive additional services. The level of unreliability in the emergency assistance provided is both absurd and disappointing.Should you require any additional information or documents, please do not hesitate to contact me through email.