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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.
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.
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.
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
Again kept up to date daily... Reece was brilliant.
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
I'm assuming the service was done well, the car was clean and seems fine.
Satisfied with service - the car wash/clean after not up to usual standard !
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.
Went the extra mile to be helpful.
Great service. They fitted me in when I had erroneously booked at another branch. Would have been 5 stars but car wasn't ready till 6pm which meant travelling in rush hour to pick it up.
Car was serviced as promised and cleaned inside and out
It's a first service. It's not a big deal. It's hardly an experience
Had a couple of queries that was dealt with without any problem
Staff & service very excellent - especially impressed with the video sent to me afterwards.
Did not return calls Rude when answering phone Constantly loose records for the car Stuck up attitude when visiting
Although the service was completed fine, I had money taken from my car whilst it was with your company. I know that a £2 coin was stolen. A manager said that I could collect the money from petty cash. Doesn't resolve the issue though
We are regretful that money was taken from your car and apologise for this situation. We see about 1000 cars a month and have not experienced any theft issues so we are surprised and disappointed that £2 has been taken. Notwithstanding this We made contact when this matter came to our attention and offered to replace the £2. Again we apologise for your experience and are regretful that we have disappointed you in this matter. We are pleased that the service to your car was fine.
Car was returned to me without informing me of a nail in one tyre which I only found out on the video which came the next day
My-Le Tien and Mark Fuller provided excellent customer service which is second to none, their support and courtesy was great and highly appreciated!
The staff were pleasant and efficient. The loan car was available as requested.
As above - no courtesy car, no shuttle and a long wait outside to find my car, very poor "wash"
I had a question about the Connected Services accounts on my car, but unfortunately the service centre and the concierge telephone support were unable to resolve for me.
I dropped the car off at the pre-arranged time, booked the vehicle in at the Service Reception without any problems. This was the first service (oil & filter change) and was told it should be ready within one and half hours - which it was.
All was good, but tgey did not call same day to collect my car and I waisted a good part my Saturday to do that
Everything's perfect except the body shop needs working on massively !!
Very satisfied with my service the Service Manage Darren kept me informed
all as expected
Great service, no problems
The service experience, my first with BMW, was efficient, friendly and effective.
All went without a hitch, seamless.
Staff were very friendly and dealt with my visit efficiently
Lied to by BMW and told service doesnt cover basic items when it shows the service should on website and our services agreement. Told by BMW that they fill up screen wash bottle with water only and now water jets blocked!
Thank you for your feedback. I'm sorry you feel the way you do. A member of the Afterales Management team will give you a call to discuss your experience
Never get through to the department I require and have to leave messages. Return calls within a day or so are rare. Often wait up to a week and then have to phone again.
Thank you for your feedback. I'm sorry you have struggled to get through to us. Our phone lines have been extremely busy and our team struggled to cope. I'm sorry for the frustration this caused you but please rest assured we are working hard to improve on this
Efficient service, had a little issue when I collected the car but it was resolved quickly.
The reason being, they left driver seat untidy. There were marks all over the driver seat that I had to clean. I was a bit frustrated as I had done car detailing a day before and all upholstery was cleaned from inside.
Thank you for your feedback. I'm sorry we left a mark on the seat. We will give you a call to arrange a full valet of the car. We will also speak to the Technician who worked on your car informing him of your comments. Apologies for any inconvenience caused
When the car was brought round to me it hadn't been cleaned very well & so they rewashed it. The service rep did apologize. It just excuse the pun took the shine off the experience slightly.
Disappointingly although the failing sat nav system was allegedly tested after the keeping the car all day, it failed again on our first outing. The unit is now having to be replaced but we are having to wait another month for that to happen!
car took a long time to be fixed. equipment broken, was given no updates or calls (unless i called to checked), was told i would be updated at certain times but was not. no offer of courtesy car even though I was told bmw had no estimated date of com
They did what they had to do.
I was nearly overdue a service and Vicky ( who is consistently wonderful over the years) squeezes me in so I wouldn't loose my service pack and also managed a courtesy car ! Fantastic service.
Ist class service
Friendly, prompt & efficient
On many occasions i was not kept informed enough and had to chase for updates with my vehicle and when calling and asking for a customer service advisor it took an average of 3-4 calls and 45mins to get through to someone
Gary Speight was our salesman and both he and Clare Whitby looked after us.
Every aspect of process was excellent.
I am Very happy,I cant say anything more than that.
My salesman kept me up to date with info about my car and spent time going through things
Original salesman was very effective but left the dealer before car delivered. Chap who took over seemed to be less experienced and didnt really know the product.
Again, Gary was great throughout the whole process. He gave me time to think about my decision and laid out all of the potential options that were on offer to me as well as what would happen in 3-4 years time i.e. potentially moving onto a newer car.
Completely satisfied from start to finish it was our first New car and I would recommend this experience.
Thank you for your positive feedback and 5 star rating. Dave will be delighted to hear you had a great experience when purchasing your car. Thank you for choosing Stephen James Ruxley and enjoy your new BMW
1. Not explained all the functions in the vehicle, mainly the side mirrors closing.2. Went into an argument mode to buy an insurance products, I had been told if I don't buy these products the vehicle will not be delivered.
I'm sorry you were unhappy with the handover of your vehicle, we have offered to carry out an additional handover with you but you have declined this. I think there was a misunderstanding during the signing of your paperwork however we will use your feedback to improve how we incorporate customer paperwork signing prior to delivery. Enjoy your new BMW
Very professional, caring and actually were genuine and didn't just want to push the sale.
Thank you for your kind feedback and 5 star rating. Thank you for choosing Stephen James Ruxley and enjoy your new BMW
I've bought BMW before but if this would had been my first BMW purchase I probably wouldn't have never gone back. BMW offers 1st class service and that's what I was expecting. I received nothing but poor service and disappointment. Love my car tho!
I'm sorry you were disappointed by the service you received during your recent purchase. Our Store Manager has been in touch to address your experience and to put things right for you. Stephen James is capable of delivering better service and once again please accept our apologies