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service was good but the car was not completed in the day. this was very disappointing - other cars were given priority. At no time was there any apology for this.
Fairly functional experience. MOT certificate received. Mediocre valet - parking coins cleaned up but car not vacuumed fully. Reception staff were a real bundle of joy, were they headhunted from a GP surgery reception?
Based on this visit my problem was fixed but this was a secondary visit. I asked for my car to be washed whilst it was there and it was not done! I also had an MOT, this was fine, I followed the recommendations.
I was trying to explain that the EGR Cooler (recall letter) may be responsible for my DPF problems. no one try to listen to me. when I was collecting the car I was asked to book another service and pay for the service.
Gearbox still has issue. Issues not resolved. Told high oil consumption is normal. I know it is not. Told noise from rear due to worn rear brake pad. iDrive say I still have 31 thousand miles of life left. Go figure
The pick up and return service is a blessing
I came in for a pit lane service therefore known 90 min wait. i was informed at arriving that the wait would be a little longer (15min), plus extra 15 min if i wanted a wash, which I said was fine. but in the end it was 3 hrs
Car taken in for a part recall, only to be called next day that the part was not available so had to take back next week. To top this, when the car was delivered at home, the delivery guy left my car key with a neighbour! Shockingly bad behaviour
The car was called for a recall and post that there is a new engine sound started that the bmw engineers are not able to detect so far as to what's causing it.
Service/MOT was good, although took a little longer than expected as the car needed to be kept overnight. I was disappointed that the car wasn't cleaned before its return. I appreciated the collect/return service.
the car was dropped off but the driver managed to curb my alloy wheels whilst parking up the car, i did not get any statement of what had been carried out to my car. also i had to email and ask whether their was any service or recall due on my car.
I am very satisfied with the service at BMW Chiswick.
Excellent service over several years. Car is collected and returned for a very reasonable charge and always comes back spotlessly clean.
Refused to fix prematurely worn button on 6 month old car accusing me of pushing it too hard.
Did all work nicely and quickly
very good customer service, thank you Linda.
Sidelight fault not repaired in the 3 days, this was't communicated with us , we were under assumption it would be finished on Thursday. Replaced back tyre had different pressure to other back tyre and was still covered in white residue.
Everything I mentioned above. Had to ask to speak with the manager, I think his name Steve. First person that was helping me said she would call me the next day at 12.. no call I called and was told I would receive a call at 1 no call....
I was told incorrect info on the phone which meant I had to leave my car an extra day as the correct part had not been ordered. When I returned for the car - I was then left waiting for 20 mins before being served and had to chase myself.
As explained above.
The service simply wasn't completed - a service can be either right or wrong. I am now inconvenienced to have to come to you and wait for someone to be available.
Nick, the service agent was very helpful and provided all information and kept me updated throughout the day. Car was ready on arrival at the service centre and the bill explained in full detail to me. Service agent also fitted new rear wiper.
Service was good, but communication should have been better. On initial booking in the response of the service rep should include working with the customer to solve the problem. On this occasion the attitude appeared very much that it was my problem.
I was told to wait in waiting area, and no one came back to see me, until the end. I know we can help ourselves to tea and coffee, but a visit by your person is always good.
Car was not cleaned.
There was a mix up of cars and I was given the details of a car that appeared to need a lot of expensive work over the phone. I felt that this was a mistake and the problem was quickly resolved and the correct work was carried out on my car..
Excellent service, friendly staff
They were prepared to take the car, they got me to the nearest train station and they reported their findings on regular basis. One of the better Chiswick BMW service experiences I have had!
Lovely friendly staff, really quick service, car presented back cleaned and spotless.
Was needed overnight again No prior notice No replacement car Further recall with no notice Had to wait nearly 2 months to get seen
The employee who handle my car is very good and i am happy with his service but my experience with the car not happy at all
Car was due to be checked same day and it took two days
I left the car for an MOT and I collected it with the window motor broken. BMW say it is not their fault. I asked the centre to take responsibility and to take my car back to be fixed. I will see if the centre will accept it in 2 weeks time.
My (Fastlane) service went overtime and I had to ask if everything was completed as I had to go. The car hadn't been detailed so I drove away feeling a little overwhelmed at paying a premium for the service, being late and not getting the valet perk.
Overcharged. Online prices are a sham. Charged almost double online price for vehicle inspection and 25 per cent extra for standard oil and filters service.
As above good service
Kept well informed on progress, excellent service.
When I tried to call in response to email advising of MOT requirement neither telephone nor email was answered. When I finally did get through after 2 weeks there was a problem to fit me in!
Work was done quickly and too specification.
I cannot give full start to the customer service received. The customer after-care/repair team was not as great... cold welcome, robotic...
The service manager is perfect The actual service is poor as I asked to fix my problem that my car is pulling left during braking. No one fix my problem for 9 month now.
Friendly, knowledgeable & informative personnel. Although, the car wasn't cleaned (area wasn't in use but, said Ed could bring it back any time to have this done).
Brilliant service from start to finish from Tony Lewis at Berry BMW.
Mr Sidhu was absolutely lovely- professional and efficient from start to finish.
Syed helped us a lot with the purchase process. The delivery time was a bit long though even though we picked a new car that was currently available.
Good customer service
Really good customer service
Berry Chiswick is an excellent centre. All the staff are polite and helpful at all times. Sam kept me informed with regular updates of the vehicle's status and Sid was patient with the handover of the vehicle. Reception staff always happy too.
Not happy at all with there customer service
Nigel Bennett the sale executive advised me to purchase the M model of the 5 series which proved to be good advice. The sports seats are particularly comfortable and the sale was completed in a very efficient and timely manner.
Ryan Coleman, the sales executive expert in Motability, was very knowledgeable and really efficient. He reiterated his availability for any clarification after delivery of the car. The personalised video message post-purchase is a nice touch from BMW
You went above and beyond to meet my expectation and exceeding them
Everything went smoothly from the day I brought the car to the day I collected it. I dealt with Sam Galachyan at BMW Berry's on the Great West Road and he was very helpful. Any questions I had he always responded quickly.
Sid was great.
Motablility car deliverd to adaption company and back to BMW with no fuss and ready to collect after coming back from holiday.
Tony Lewis was fantastic and a pleasure to deal with.
Uncomfortable with the purchase and really thinking to reject the car
Very happy, although there were a few questions which slipped through the net. (Also, concerning the website, I was unable to save my car configuration and I was not able to get one from the showroom.)
The whole customer experience process was done very well and I really appreciated the help, and patience!
Stefan Loots knowledge, patience, eye for detail and knowing his customers is a breath of fresh air compared to others. Charlie is a gentleman who understands what the customer wants and knowledgeable of which he shares with his customers
We were looked after and kept informed by all members off staff but especially by Sam Ghalachyan,who maintained a regular communications update and had a personal approach.