They could improve things with being more customer friendly, this isn't hard to achieve because I've been to various bmw dealers over the yrs and other places treat customers very well.
On top of that, hexagon charges much more money than other dealers, so for higher asking price you'd expect a goid service right? Wrong, instead they totally under deliver. In my opinion, there are far better places to go to even if it means travelling longer. Driving an hour somewhere else will save you in the long run.