Quick, efficient, good communication

Long wait to be seen for my MOT appointment (30 mins), not many staff, who seemed not the most interested. Was told a previous service's history could be downloaded from BMW servers onto car iDrive system, but this hasn't been done

Quite a long wait this time, not usually quite so long.

I am not happy that the booking you make online is not feed in to the service department correct. Which landed in a £750 bill which should have been £250.

They are always polite and answer my questions when required

As above

The car was not washed

I am happy with my experience. Only downside was they were unable to drop me to my place in Dartford

All good

Professional and efficient service

Overall happy though i would have appreciated a quick diagnosis check as the fault was a small electrical one for the rear seat but it meant travelling with spare car twice in day for 15 miles ie 60 in total , so waiting to have a diagnosis better

Got told after my airbag recall was done that workshop loved my car it was a E39 530i with private plate

good service but no biscuits for my tea

Everything completed to my satisfaction.

Staff were helpful.

Polite staff, efficient and return of vehicle in washed valid condition

Great customer care team

Good customer service

The detailed report of my service was satisfying. I had some questions about the sat nav and a member of the staff came from his desk to sit with me in my car, after the service, to sort out my concerns.

The service rep was very helpful when I asked about next service and warranty expiry.

Smooth booking procedure, customer care when dropping the car off, fab courtesy car, good email feedback on the health of care after problem had been solved.

I've dealt with lots of dealerships and had lots of cars. Bmws easy to use and easy to deal with

I am happy to give this answer

the cost of the brake pads was more expensive than i thought it would be.

The rattle was fixed and the software update done but the interaction with staff members left much to be desired

Mark fuller was friendly and made me feel at home whilst he explained what was going to happen. He also took the time to answer my questions regarding the car. Excellent service at reception (Ruth)

This was a BMW recall for a specific exhaust cooler and had been booked 6 weeks in advance, but the part was not in stock and the car was out of my possession all Friday until Monday morning. No compensation was offered other than come&collect rental

I was fairly satisfied after having an MOT and then advised of an oil leak. The oil leak was covered under warranty however once this work was completed and I collected my car from BMW. The following morning I discovered oil patches on my drive way?

Car booked in on the day I requested, carried out while I waited in quick time

Car serviced in time given. Polite and reassuring staff.

Again the service was fantastic

I had to take my new car in numerous times. Sometimes for the same fault. I'm happy with the staff.

Honest and helpful staff

Even out of warrantee the parts were subsidised by BMW. I cannot imagine any other manufacturer doing the same

The car was not cleaned inside or outside. You used to to do it before.

Would have liked a free courtesy car as they used to.

Never had any problems.

Good communication and explanation

Service and recall handled well.

As above.No apology and car wash not great, especially the wheels.

Would be higher score but 90 minute quoted time was exceeded by more than 30 minutes

Professional staff.

From the purchase of my BMW and over the last ten years, I have always received first class service from Stephen James, Ruxley. In recent times, however, cost considerations have regrettably obliged me to transfer to a local, non-franchised garage.

Vicki was nice and extremely courteous

The young man serving me was a trainee and had to continuously ask the person sitting behind him. In the past the interaction with the service team has not been enjoyable, all the same people were there just this time I did not deal with them.

Dealt with professionally; no complaints.

Poor cleaning

Sales have got much better over the the years, and more of a friendly feel, rather than a pushy feel, so a big plus for that. But past experience has highlighted that the different departments don't communicate between each other very well.

Work not completed on time, no contact to advise, then text message 21.18. When collected next day, no inspection report, asked for it, got a blank one, declined it, then got a report with serious problem. Expanding further below as insufficient sp

Very satisfied.

Vehicle check picked up no issues. Only 7 months ago the vehicle check conducted by same dealer picked up one amber (buckled alloy wheel). It's not been fixed, so surprised it was missed. Makes you wonder about the rest of the check and service.

Unfortunately my steering wheel was damaged at some point at Stephen James. I did report it and is been dealt with swiftly.

the problem was worse than ever when we picked up the car but had to leave as the car was required. It was required for a long journey and we had gone out of our way to get this to a dealer who could fix this in time. now waiting 2.5wks to re book.

I was out all day and not able to take calls but my car was serviced in good time and messages were left and a video of the service. But again on collection there was some waiting time in the 'open office'

The advisor talked through was was going to happens and gave me options to select from. I did not feel comfortable or uninformed great service and customer care

The boot was not cleaned

Would have been 5 star but I was expecting a call before 4pm as this was the time that I was expecting for the car to be ready for but this did not happen and I had to call ahead to find out. This is only a minor point as the car was ready soon after

Good timing from booking in, and a good detail of work carried out.

The car cleaning was awful came out dirtier than when it in for the service

Quick and efficient although disappointed that the service agreement had expired due to mileage as car was not ready at 36k miles

They tried hard to please me having failed to tell me my car would not be ready when planned so Dan gave me a very nice M Sport watch to make up for the fact that I had a wasted journey which is appreciated as I race an M3 and drive an M4 on road

See answer above

Overnight service is good but the car wasn't cleaned inside properly. Normally they are cleaned properly.

Everything completed, explained . Car valeted to high standard

Bad service, bad prices, no customer loyalty.

I think it was Mark who served me. Efficient, friendly, great service.

The work shop controller was very attentive and courtious, nothing was to much trouble.

Alex Ferguson must be singled out for her professionalism, expertise, she was extremely helpful and kept me updated between the original appointment and delivery. First class.

everything went smoothly

Very good

Nathan Jobson was brilliant

Again because of the overall experience within the dealership and the product being so nice.

I will be sending an email with the reasons for my dissatisfaction

The whole process was easy enough. Unfortunately there has been slight issue with the aircon not working properly, which the car will be going back in for this week. Apears to have been missed in the pre delivery checks

You can track anything these days but I find it had to believe BMW didn't know where my car was !

Some minor issues with changeover of sales rep.

I haven't bought a new bmw

We were very impressed with Mr Paul Smith's professionalism. He went over and beyond to ensure the sale went smoothly ( it did). He was always contactable and was able to deal with all of our queries. We really rate him highly. Deserves a hefty bonus

i have not received the customer service I would reasonably expect from BMW. In high temperatures I was in my loft looking for an old phone which I recall had a photo of the log book. I do not this was my fault but caused great inconvenience / worrry

The car runs OK but the experience is spoiled by the entertainment system, the car won't connect to my phone contacts, the radio jumps around stations, the windscreen wipers decide themselves if they will wipe of the rain if in automatic mode.....