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As above plus the coolant issue has happened 6 times
I have had multiple poor experiences at Berry Chiswick with a poor lack of communication, constant reminders about fees I should pay before discussions have even begun and having to wait 1.5 hours before being seen to as well as answer when calling
1. unfriendly attendant2. car came in with over 1/4 tank of petrol, left with empty petrol but full battery3. inside of car not cleaned
Their telephone system failed for a couple of days so wouldnt connect me to a person. It played never-ending messages that my call was important but why didnt they change it to say that they were encountering issues, and call an alternate number?
I was very disappointed with the customer services I received when I had my service at Berry Chiswick. Not very organised. I would not use Berry Chiswick for my service again.
The work has not been completed and I am now waiting for parts for almost 3 weeks
I suspect I was overcharged for my oil service. I was asked what I was quoted on arrival, I couldn't remember exactly but said "oh around £200". When I picked up my car there was an invoice for.... exactly £200.00. Feels very expensive for an oil cha
They charged be for break sensors which they had previously not fixed Correctl. I felt completely ripped of and will never be buying a BMW again or returning for a service. Lifetime BMW loyalty shattered within one vist!!! Terrible
See above comment. Actual work on car Im sure was good and communication during service process good but it is the important after details that are lacking. Not sure why why my emails to very bmw are being ignored
DIFFICULTY OF REACHING SERVICE DEPARTMENT BY TELEPHONE
The processes and culture lack customer orientation. More detail below, but at every stage from booking to pickup, significant customer service failures were experienced.
Good communication and courtesy
Last service visit was very much amateur hour. Asked you guys to sort out to minor issues on top of the service. Broken parking light and licens plate holder. Got the car back (one day late for some reason) none of the issues were fixed...
The car was delivered to me with the tyre pressure gauge showing a fault and not reading properly This was despite the fact I told them that after the switch to winter tyres it might play up. The car had to be collected for the fault to be rectifie
Today received warning in car that AdBlue was below minimum level and should be refilled at regular service. Clearly the Service was not completed properly.
Everything went smoothly
Work was carried out quickly and efficiently st a fair price - great value in my book!
I had a wait to be seen and to pick up the car and it wasn't cleaned (my choice - cleaning would have meant a further wait)
Nothing I can fault.
The whole process was made as easy as it could be, from choosing the date, to delivering back my car.
I would have used the collect/deliver service but, it was not offered when I booked my appointment.
I had few issues recently which were fixed promptly completely to my satisfaction.
I was not happy with £20 charge for collect and deliver.
Car went in for a warranty check and MOT. No paperwork to say warranty check was done. Difficult to get through on the phone and they dont reply to emails. Not good.
When booking the original service and bodywork repair I was left waiting for over an hour before being seen. Somehow I had been forgotten and they thought I had been seen!
Delay in returning my car, poor communication. Also staff are lying about opening hours over the phone. They always say they close at six when they actually close at six thirty, and on Saturday they say they close at two when they close at three.
Excellent at start - not quite so good on collection
I as not informed that the car would fail the MoT until late so the car was not available until the next day
-the car was booked in as it would not charge-courtesy car had not been reserved, took 1 hour to resolve-when I was informed that the car was ready I asked if it was definitely charging and I was assured that it was-the car is still not charging
Very Slow ServiceCar was not washed as beforeAsked for a Salesperson to see how much I would get for my car part exchange, he had a look and I am still waiting
Prompt and efficient. Original call to book the car in for service could have been handled in a slightly more friendly tone of voice. Price quoted for polishing the car seemed to be extremely high resulting in the car being taken elsewhere for that.
Took while to sort -problem - got there in the endSome excellent staff there who have been very helpfulOnly problem was could not get an answer on phones - rang and rang
I felt as if I had been treated with a certain level of indifference and that insufficient attention was paid to an issue that I raised.
Friendly and professional staff - Stefan loots in particular has helped me with any queries post sale - an asset to the team
excellent customer service
Accessible and easy to talk to, no problem too great.
would have given 5 stars if a courtesy car would have been arranged. Seems like if you have a EU licence then no courtesy car anymore, and that is something i dont like.
Quick reliable and fast
Usually the service I receive is very good, this time however I was often unable to get hold of the agent dealing with my car, I'd leave a message for them to return my call but never received a response. Was kept on hold etc
Completely dissatisfied, every single time I am there I get very frustrated. Last time it took them 25 minutes to pick up the car, there was only 1 other client in, he said he was waiting over an hour.
As above, frustrated
The Service Advisor never keeps you posted, doesn't reply to emails, no walkthrough of the work done has been provided, car returned without a wash due to pipe breakage and no response to emails on when to bring. Facing same trouble again in a week.
Overall very nice, friendly & helpful.
Difficult getting through on phone
for some reason or other I don't think we've actually tackled the problem of the complete opening of the panorama roof
I asked to have my rear right tire checked as I had to pump air in every 3 days for a couple of weeks. This wasn't done and when I asked about it I was told there was no hole but I took it elsewhere and a hole was indeed found and my tire changed.
Knowledgable staff who were courteous and could answer my questions, making me feel confident to leave my car in their care.
My car was returned dirtier than I left it
All matters were addressed quick and efficiently
Despite being told my car was ready for collection at 17.55 ( 25 mins after the time I had said I needed it for ) I was then told it was boxed in and was not available.
no fuss; just got on and did the job
I usually book my car in to BMW with the collection service from work. This used to be £10 and has now increased to £20; not worth while now.I requested my car be ready at 4pm which it was but I was kept waiting about 30 minutes after arriving
As above. Berry completely wasted my time. They refused to look at my car even though it is under manufacturers warranty.
No one answered phones so I had to get an Uber from the underground station to the workshop. I was told that a courtesy car would pick me up if I called.Whereas other facilities cleaned the car with a service here that did not happen.
For the reasons given above.
Excellent and friendly service
Every time the car gets returned, the seat, steering wheel, air con etc have been adjusted by the driver and not even vaguely returned to their original settings. Starting you car after a service and getting Kiss FM blaring isn't a great experience.
All good re actual car. Telephone contact not so good.
Very friendly peoples.
I mentioned a few times to the staff i needed to change my front passenger side tyre and they did not do so until an hour before picking my car up. Furthermore my car tyre had white residue left on it that they did not clean and after 2 weeks remains
Made servicing convenient by picking up and dropping off the car. Carried out the service at relatively short notice.
From booking to service and then collection it was super easy process
I appreciated the excellent service received from your staff, Dave Kandohla, when I recently brought in my car to your workshop. He was friendly and helpful and very customer focused.
Had to wait longer than was told otherwise completely satisfied.
Very Tony Lewis makes it all very quick and simple
Very helpful, but functions of car not adequately explained, I still don't know if you can buy a service plan.
Paul Watton at Berry gave me excellent service
Excellent show room environment, courteous and friendly staff with excellent product mnowledge
The M Model Shadow edition should have iPhone charger as standard - poor in this day and age...
Gareth was informative from start to finish
Well organised, honest and efficient service with quick responses to correspondence
Salesman Sam Galachayan was very helpful
Excellent customer service
Nirmal was very helpful and patient and listened to all my needs. When I picked up the car BMW Genius sat with me and explained everything about how to use all the features. I felt was well informed all the time.
Despite very bad weather was looked after very well.
They got me my new car in 3 days, very impressed.
After an initial phone call to establish what car I was looking to purchase, the salesman Paul Watton was well prepared for my visit late on a Sunday afternoon. All questions I had were answered to my complete satisfaction.
Fast and efficient
The whole experience was very good. The sales guys Paul Watson and Lee Forde were excellent. Made me feel comfortable And tailored service to my needs.
Very professional and responsive
From the test drive, through the specification and then to delivery I as comprehensively supported. My expectations were met.
Was welcomed at the door with my name welcoming of my new purchase
Excellent service from Paul Watton the sales person at Berry. He made a big difference tour going ahead with the purchase.Plus a lovely car.
Nigel was very professional and organised during the handover.
I was informed all the way. Nigel Bennet 10/10
100 per cent due to the expertise and character of Paul Watton, BMW Sales Executive, Berry Chiswick, Brentford - he is a credit to BMW & a represented my perception of a sound salesperson - respectful, insightful, knowledgeable and real/honest.