I thought I was the happiest person 33 days ago. You see my husband bought me my first BMW, I was so excited, so were the kids and even our two dogs. That has all turned to nothingness. A thief stole the tires off of my x5 and left my new baby on cynderblocks. After contacting the police, I contaced Roadside Assistance, they dispatched a tow truck who drug my car up the flatbed. I grimaced at the sight. Well after my insurance inspector accessed the damages, the Service Department began their work (at least thats what they said). I needed new tires and rims, dust shields, backing plates, and repair of my left door panel as it was damaged by the vandals. Twenty days later, yes twenty they tell me my vehicle is now ready. My husband and I go to the shop, make almost an 8k payment, get our keys, to only find out BMW never repaired the door, and there was damage to my front right side bumper. To add insult to ingury, as we were walked to our vehicle, the representative from the service department says, "I just had your car washed for you, but it as you know it rained overnight". A flag flew up and I thought was my vehicle sitting outside in the elements for all of these days? Quickly I noticed that the Rep had lied, my car still showed the black dusting marks (in various locations) that were left by the police who dusted for fingerprints. The Rep even said that my front bumper was like that, so I immediately spoke up and let him know I have clear photos of my vehicle the day it was towed. He then started raising his voice, with other customers and staff present, that despite my payment he did me a favor because they didn't charge me for the hours of labor they did even though they supposedly spent 15 hours taking off and replacing the dust shileds, 6 hrs were only charged. As you could only imagine we were taken aback, and requested that we speak with his manager. After 40 mins, the Service Director greets us, we recap and then show him the photos, he agrees to fix my front bumper, apologizes for his reps dishonesty, and says we'll send your vehicle off to Body on Monday. Now during this entire time I have been renting a vehicle, my insurance paid up until last Friday, now the charges are on me. After a phone call on Wednesday, Service never sent the car as they said they would, it was going out that day instead and would be ready by Friday. Which brings us to today, Service calls me to give me a courtesy call to say that work has just begun on my vehicle. I wanted to loose my cool, but instead asked why all of the dishonesty and what were they really doing with my vehicle. An hour later the Service Director calls me and says the car will be ready by Monday. I said no way, and recapped our previous visit, when he said my car would be ready by Wednesday. He concurred, but had no explanation. I said, put it in writing, and informed him of my rental charges and that whether the work is completed or not I will pick my vehicle up on Monday morning. He said he'll send me an agreement via email. I had take off three days from work, all because I was told my vehicle would be ready. You know I think the sadest part of it all is that 27 days later the gift that my husband gave as a thank you/welcome home after completing a my tour in the US Army, has turned into a nightmare and the integrity of BMW is nil to none. Can anyone give me advice on where to g from here? How do I get in contact with the Ombudsmen? Any insight that you could provide would be greatly appreciated. Because I'm about a second short of contacting the local media, and sheriff's department. Thanks.