“I was in contact with Jonathon from the sales team regarding approved used 3 series hybrid cars 2 days ago. The plan was to come and test drive the car (BK21JLX) today (Saturday) earlier in the morning, however, as he told me the demand is high and there are 17 people interested in the car so I decided to convince my wife that we should do the trip to London from Southampton yesterday (Friday) a day earlier which means rush my work and my wife as well. I Contacted Jonathon on Thursday a day earlier and he told me Cameron will look after me as it is his day off. I contacted the branch an hour before I headed the road, and they told me the car is here and I should try to be with them at 5pm as they close at 6pm. I arrived on time, and I was really disappointed with the news as they told us the car is not here and they had taken it to the service department as it has an issue with the break. My wife was really frustrated as they have really wasted our time and rushed us for nothing. Cameron decided to get us and test the manger car which he said it does have the same packages, but all was a lie. The car is only a few months old (new cockpit) with the standard features. He told us we will get a phone call the next day from the branch to arrange to bring the car to us for a test drive and sort all the paper works with us, but this never happened. In addition, he said the manager wanted to see us to apologise about the situation, but he/she never appeared, and we decided to leave.”
“The worst customer service I have ever experienced!
I had a no fault accident and the car was allocated to this branch for repair. They never contacted me even once during the works and I had to chase them up several times for updates. But the worst was that they said it's ready, I went there on Saturday and after over an hour of wait, I was told that the car is not cleaned! So I had to take another morning off today to go again, and this time I realised they had damaged the little back light!
They were not even apologetic, and in fact very rude. The manager named Chuch treated me as if I was lying, although they couldn't show on their paperwork any sign of that damage!
The car was still dirty, and when I asked, they said we don't do a valet, only in and out! But the inside is full of dust! Driver carpet is filthy. Obviously they haven't cleaned inside at all! And now I have to go back AGAIN for the light they damaged! It's like everybody is free to be at their service!
Avoid this place as It's the worst BMW branch you can get!”
“Outstanding company and quality service. Had my car from new (BMW X3) and my journey over 11 years has been one of great communication and total professionalism.”
“Very quick to help when taking deposit for the initial order and deposit if £1k. After that only email to say cough up more money as original spec not available at order price. When challenged, oops email sent because Mini head office asked them to. Really, why not just pick up the phone and talk to me Micheal R when you said you would call.”
“serious issues in communications with this BMW dealership. They seem to be very confused and expect the customer to organise their care hire; and the bookings form the insurance company and make phone calls to sort out their mistakes.
My new car was taken to the closest BMW dealerships. Which was Berry booked in for assessment of damage and inspection by the insurer. They tried over four days to book a car hire; in the end it was up to me to organise this - as Enterprise see also confused as BMW Berry TD are giving them information such as - the new car is not under warranty! and that the car hire ends on the day the insurer is to inspect the damage. Certainly not ready. - I may also add that I have had similar issues on a tyre change which took them four days to carry out and then they forgot to give me the wheel lock nut!
Good luck. - be prepared to be sent around the houses. This was the reason that I would not consider buying a car from them.”
“I booked in for air conditioning gas refilled. It was done last year at BMW Thames Ditton and less than a year time it has stopped working. The receptionist offered me with a courtesy car. The day before, I double checked for the appointment and the courtesy car, and was told its all been arranged. About 8:30pm on the same evening I had a text message saying they did not have any loan cars. in the morning I phoned to find out what happened, I was told rudely that if the fleet car service had no spare car, I couldn't have it. I'm actually not interested in where or how they arrange their courtesy cars but if they promise their customer to have one they must deliver one. otherwise they should not promise. Some of us have jobs that we can't afford to change the arrangement last minute.
The lady did not apologise either. Her name I think was Erica ( talked to two women, one of them mentioned her name but can't remember which one, the rude one was second one) and has no customer service skill what so ever. So I'm not happy with 1. Not doing the job properly with air conditioning service last year. 2. I was also told if they are going to investigate what's wrong with it, I'll have to pay for it. 3. The cancelling of courtesy car last minute. 4. The rude customer service.
We have been doing service with them for at lest 4/5 years as it was the nearest location but we rarely have a good feeling with their service. Some of the front sale men who came to talk to us about the car are not the actual men who are servicing or repairing but they sounded like they have a knowledge of rockets science to intimidate the customers. I will not go back there again and when I change the car I'll find another BMW service place.”
