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My date was difficult to arrange due to a number of factors, and on one occasion I was told it was booked for 4th April when I tried to confirm I was told it had been moved to the 12th April - but this date was not suitable for me. So not perfect.
Same as above never disappointed.
Great customer service from Darren Jenner even though I worked with him previously he still made sure to tell me what had been carried out etc
I was very satistified with the service mainly based on the interaction with the serice manager and quality of the service and checks carried out on the car.
As my 1 yr warranty on my approved used X5 was about to expire I had asked for it to be checked over as an end of warranty check. The MOT was being done at same time. However, I don't think the end of warranty check happened. Just the mot done.
Did not expect to pay for service (change of brake fluid) since I had 5 year service deal from new.
Handed the car in at 8am which is important for me as I need to get to work. Picked up at 5.30pm same day without a hitch. Gave me an estimate of costs in the morning and a pleasant surprise as the service was cheaper than first thought.
5 star service all the way
I feel that if my car had no warranty then faults would be rectified and I wouldn't leave feeling as though I've been fobbed off
I was quoted a maximum price a few days before and then quoted over £120 more on arrival, this was discounted several hours later. I was promised a BMW auto and given a Mini manual. I appreciate this is technical a BMW but just added to the bad day
They fixed the car one their on time.
We are sorry for your poor experience and apologise that our communication and process failed. We have been in touch to discuss this matter and are pleased that we have resolved this matter to your satisfaction.
Service experience was OK, as I would expect from a company like BMW
It's always a straight forward nice and easy experience. Danny looked after me and my car and is always helpful. Top bloke.
Very nice staff, they looked after me well and were efficient
Big change I've noticed is the number of women at the front desk for servicing. Very pleased with Stephen James for making the effort to support women working. Their customer service aside, this is reason enough for me to do business with them.
I have always been completely satisfied but unfortunately on this occasion there was a lack of the right communication.
Courtesy car I was promised was not available and the car they gave me was not clean and had dried food in console ??
When booking the wait and service was informed it would take 1.5 hours, this took nearly 3 hours, which resulted in missing an important meeting.
Far too long to wait for an appointment to get my car booked in. Although my car passed the MOT it was highlighted that one of the tyres had a nail in it. I had to take it to Kwik-Fit to get the problem sorted when it should have been done in situ.
again excellent service received
Happy with service but they did not tell me that oil service is due so i have to re-book vehicle
As detailed above, the one individual has impacted my perception. I'll probably go to Arden next time. The person who I collected the car from at the end of the day was very nice and is a good ambassador for Stephen James.
All good, explained what work was required to keep the car in top condition
Professional, efficient and helpful. Kept me informed on progress.
Excellent service from Darren
Always pleasant to deal with, very helpful, good prompt reminders,no problems experienced at all.
While contact with Stephen James was perfectly satisfactory after recovery to the service centre, as could not attend to the fault in a speedy manner without resorting to the inconvenience of the emergency on-the-road service, assessment is somewha
Initially I was extremely satisfied with the level of service provided in obtaining and fitting 2 tyres I then discovered that they had excessive pressure which had activated the sensor relating to another tyre. This was advised by another dealer
Good staff response on booking in
Had to come in 3 times for something that should have been fixed the first time around. Every time a partial repair was done.
Dear Customer, thank you for bringing this matter to our attention. We apologise for not getting this right and have made contact with you to correct this situation. Kind regards.
Informed that car after servicing had been washed and cleaned and ready for collection. On collection, this had not been completed
Dear Customer, we apologise for your experience and have been in touch to discuss how we can correct resolve this situation. Kind regards.
Again very easy to deal with.
After the car repair it came in an appalling state with compound all over the car Also after installing a dash cam at the cost of nearly £ 500 no information was given how to use just a booklet and basically just get on with it BMW or back st.garage
Dear Customer, thank you for your feedback and we apologise for your experience. A member of our team will be touch to discuss the operation of the dashcam and ensure that there is no residual compound on your vehicle. Kind regards.
Let down a bit by lack of contact. No phone call to advise me that car was ready to collect, just a generic text message. Can't see the point of being assigned a personal service rep if I'm not going to hear from them, lacks the personal touch.
Reliability and efficiency.
I decided to wait for the car to be serviced, nice cup of coffee, the morning paper and very professional staff. I liked the video sent to my mobile and the car was returned to me eryclean both inside and out.
Would of been 5 star but we did have a fault with the car that took a couple of visits to fix and the bmw finance company are absolutely hopeless. They have refunded the money they owe me as a settlement figure to a bank account I closed 10 years ago
Although we only had a warranty check and wheel refurbishment we were very pleased with the works.
Booked normal service 3 weeks in advance and took car in night before service due. Service took 2 days to complete,there were no problems with the car it just needed a routine service that normally is done the same day. Told they were very busy.
When I collected my car, I had to return again the next day, due to another issue - Parking sensors sounding whilst driving along. I didn't have this problem when I originally brought the car in. Frustrating having to travel back the following day.
The service didn't take place until 5pm although you had the vehicle from 8am. The excuse was ponderous and meaningless. At no time in the day did anyone call me with a status report. I had to call you and get passed around.
I was kept in the frame as a customer the whole time
Called in to collect my car the wait to be seen i thought was a little excessive although it was very busy
Car clean was not done despite saying at had been on the report
Impressed with the video but let down slightly by the car not being hoovered or cleaned as I was told it would be.
Very happy with my expirience
Car was left with problems that were made by the garage
Car was in for its first service a free health check. I was told verbally that there were no issues but when I was emailed the report it stated that car needed new brake discs and pads. On query I was told it was a system fault and nothing wrong.
Again kept up to date daily... Reece was brilliant.
Cars been damaged while you guys were repairing it still not fixed. No one has contacted me to see when it can get done and no one person has viewed it yet
Car dropped off 07.30,requested it be available at 16.00 at latest. Car not available, after complaining given a courtesy until following day. On-board info showed service due + front brake pads, but after service, now shows 2700 till next service!
Friendly and informed service/reception and briefing on collection Completed on time and budget. So no shocks or hidden extras.
Good customer service
Satisfied with service - the car wash/clean after not up to usual standard !
I'm assuming the service was done well, the car was clean and seems fine.
The sales manager was helpful in understanding my needs and suggesting options.
I have given this score as warranty work carried well only negative was that there is now a charge for courtesy work even though it was a warranty repair
I was told my car would be ready for 9am but it was not. I did not get a phone call so finally called them to be told I could pick it up.
good service from booking the appointment to collecting the car after all the work had been completed. very informative and kept me in the loop all the way through
I booked in an overnight service and it was just so simple and convenient. The staff I dealt with were all so accommodating.
Everyone there is extremely helpful
I was phoned to say that my car was finished and to come and collect. When I turned up I was kept 40minutes before I recieved my car back. Other people had been in and out in that time, if my car was not ready I should have not been phoned.
Sue was very helpful & friendly.
For reasons given above. I had no issues with the salesperson I ordered the car from
Very happy everything was on time.
friendly courteous and knowledgeable sales person and all the staff we met
Several issues during the process. Still having issues with my car which I am chasing.
Just very pleased with whole experience
Nice hand over. Informative and very useful.
Sam Small was pleasant and very helpful throughout
Dave Shivshanker was great throughout my whole ordering process to the handover aswell as friendly and helpful.
Everything was done on time and as promised
Nathan was very helpful and easy to deal with. He had good product knowledge and was honest and not pushy.
From sales to Finance through to customer service. All a great experience and a vast contrast to other dealerships I've been used to.
Robrt the salesman was great and very helpful
Overall very satisfied. The negative points were a lack of detailed product knowledge of the new X5 - ie features as standard Also poor excuses were given for the accessories ordered and not supplied or wrong. Initial fuel fill was less than order
It was a pleasure dealing with Dave Shivshankar and I was very happy with my chosen car, although it did have to go back for re polishing as there was tree sap over it.