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Work done well, on time, and to agreed price
They did what was necessary to make sure my car was back to me in perfect condition and very quickly
Still have an issue with playing music from my phone which I didn't used to have before I had the issue with my car
Efficient and very polite
Although a relatively minor service the work was undertaken whilst I waited and was completed within the stated timescale. The one negative was the overall cost, particularly the oil, which was more than I was expecting.
The service department looked after me and the car . Kept me informed and updated on my service. I would like to thank SIMON for the 5star professional treatment on my car . MOT Service and Coolant change . Not a grease mark on my All White car . RON
No problems whatsoever
Quality of customer service has dropped off recently. 1) no message to remind me about MOT. 2) Impossible to book MoT within required time frame. 3) You now charge for getting quotes for work AND pickup/delivery. 4) Quality of cleaning very poor.
I was surprised that I had such a big service after one year and was not happy about the cost. I thought I had 3 years free servicing
Did not consider the cost very competitive
The issues that the car was booked in for were not resolved resulting in the need for another visit. As they are warranty issues we have been told that the car needs to come in on a weekday = further inconvenience dropping in before work.
Nearly impossible to contact service department on phone and therefore getting any updates. Would seriously consider trying another BMW for servicing etc.
After using Ruxley for many years, service levels and attitudes were not good as good as they were recently. I am happy to say I feel that things are now on the up again and attitudes and service levels getting back to how they were.
Good customer service
My dissatisfaction stems from the lack of effort made to inform me of the MOT defects. I returned to speak to the adviser about these defects and he simply said "They are only advisories". At least an offer to change the wipers could have been made.
Work done to very good standard
Quick and efficient. no quibbling from the garage.
Work was carried out as promised everything fine
The level of service has diminished greatly recently.
I've had 2 courtesy cars from Ruxley & both interiors were appalling. They hadn't been cleaned. I pointed this out before I took them as I didn't want them thinking I bought it back in that state. However I was given a voucher for the inconvenience.
As usual everything went as planned
Booked a speed line appointment on line for run in service - called to confirm and wasn't listed at the correct time - apparently an issue with the web site ?
Car service was carried out promptly. Waiting area uncomfortable. Lack of snacks at the beverage bar apparently due to misuse by false customers.
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 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
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
Dear Sir, we have tried to make contact to discuss this matter which we understand to have been an investigation triggered by a tyre warning light on your dash. Inspection identified a nail in a rear tyre which was reported to you. This would not be covered by warranty regardless of the fact that there is no manufacturer warranty remaining on the vehicle. We have endeavoured to make contact to see if we can help you further. We are sorry for your disappointment.
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.
Professional, efficient and helpful. Kept me informed on progress.
All good, explained what work was required to keep the car in top condition
Excellent service from Darren
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
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
Good staff response on booking in
Always pleasant to deal with, very helpful, good prompt reminders,no problems experienced at all.
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.
I was well informed by the car showroom sales lady by the name of Alex.
Good customer service
Staff professional but again could have communicated more regarding the delay in car
Lovely showroom plenty of cars to view and really good service and salesman in particular whom I have now bought my last two cars from extremely helpful and friendly always
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
From sales to Finance through to customer service. All a great experience and a vast contrast to other dealerships I've been used to.
Nathan was very helpful and easy to deal with. He had good product knowledge and was honest and not pushy.
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
Robrt the salesman was great and very helpful