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I thought the video you sent me was a bit imcomplete
The service given from members of staff has been excellent.
No one ever answers the phone. When it's answered, no one ever gets back to you. I'm constantly chasing the service department. I was told there was a problem with this and that this was being looked into.That was months ago and it's still a problem.
Theres an error registered on the key reader that Im aware of , I believed the error would taken into consideration and included but it was not :(
Ive lost 5 weeks off my MOT due to the companys youre using for bookings.I even queried the date because I thought it was too early and was told the booking was okay. Very disappointed.
Routine and consumable service items are fine but it's difficult to understand what a fault will cost even once it has been diagnosed
See above, where there are more characters available to type the response.
Work took longer than expected due to not starting until I had already been waiting half an hour.I appreciated the car being washed but it wasn't done particularly well and was still wet in places when the car was said to be ready
The service was carried out as described and the car returned clean.
Very quick and helpful
Work carried out promptly and completed within a reasonable time frame that was pre-advised
Barons did well with the service and customer handling and the staff was courteous too. But it was a nightmare getting through the contact centre. The gear issue, the car developed took a few visits to get rectified.
The BMW Emergency Service was excellent. However, the communication on progress was very poor. It took at least 5 follow up phone calls from the customer over 2 days before anyone called to inform us of progress with the repair.
I had great difficulty in arranging service for my 3 series and also my wife's Mini.I got through to a call centre and was promised a call back a number of times . It took a week to arrange the services. Very disappointing for BMW.
Good customer service, kept me informed on progress, diagnostics and negotiations.
Told there was a keydrop only to find there was not, after wasting an hour looking. So had to make an extra journey the following morning to drop off keys
Did good job in the timescale required and kept me informed...convenient and quick.
Fast efficient service. Good communication
Attention on the day was first class. However it took 2 months to get to that point for the minor warranty repairs.
car returned serviced and repaired. car pick up and drop off appreciated
The car was ready when they said it would be. I was advised what the cost would before hand.
All matters were dealt with very well from booking to waiting time to service quality to price.
The whole interaction of getting my vehicle put right was effortless and dealt with as quickly as I could have wished for. Staff were helpful at all stages resulting in the whole process being slick and professional.
Costs completely different to those quoted on the telephone when booking, so expectations were not met. Over £1000 for a service, even with front discs and pads - I only agreed in order to keep the full BMW service history for future sale.
Friendly customer focus
No problems with the service this time
I was well looked after especially by Charlie Aylard and Will on the service desk. The technician who came out to test drive the car understood exactly what I was trying to describe, first time I didnt feel silly when in a garage!
Booking in was painful, kept on hold for ages. Once booked in everything was perfect, no complaints at all.
Did exactly what was required in the time given nice clean showroom with excellent amenities
I paid for a service package, but there was no record of this in branch so I had to pay again when the service was done - over £500.
The process to book a service was painful - once at Barons everything went well (hence not the worst rating).
There were no hidden extras and the staff were polite at all times
All very efficient etc... Only small improvement could have been to send updates on progress, rather than me having to go to service desk to ask. Minor point though.
Work still in progress, hard to judge until complete which is why I didnt want to complete the survey just yet.
All the work was completed and they kept me updated with everything that needed to be done which was very good. Only problem was that a courtesy car / lift to work service wasn't available
The feeling of knowing you own a quality car starts the moment you walk into the dealership. Smiling, smartly dressed and helpful staff make you feel welcome, and I was able to book my car in within a week for the work it needed.
Staff were friendly, polite and efficient.Environment was pleasant and the coffee and croissant were most welcome.
Booking process not responsive, too long to respond to phone enquiry
Excellent service. Only a 9 as made to wait on arrival (very busy) and brake pads seemed a bit pricy. But overall very very good.
The service was completed on time and the car was cleaned really well.
Work performed on car was as described, on time and nicely cleanedUnfortunately no courtesy car available
Car is running perfectly after extensive engine work
Told me what they were going to do and did it! Straight talking backed up by facts in a friendly and professional manner
It was excellent service
Very good customer service experience.
Having to take car back to fix problem discussed at last two visits
Was phoned at the end of the day just assetting off to collect it saying it had just had its inspection and the brake pads needed attention. This call should have been made much earlier.Tyre valve was not quoted for and was very expensive (£25!).
Same as above
Wrong code on worksheet for our service plus package and was told I had to pay for new wipers! However excellent gentleman on the service desk when we went to pick the car up soon put that right and changed the wipers, first new set. Thank you Peter
car booked in and handled smoothly
Always treated very well. Just a shame I have to make so many trips and there never seems to be any courtesy cars available which is slightly worrying.
Good experience for both service items. Doesn't get 100% as second appointment was a "while you wait" and had the expectation it would take 40 minutes. It took over 90 minutes...
Quick, efficient service. Car was collected and returned washed & cleaned.
Service staff are very helpful/professional and friendly, making the experience very customer satisfying.
Polite efficient staff on check in and check out. Work to cars carried out efficiently and in time stated and car returned in a very clean state.
I don't feel that the staff at Baron's are particularly helpful. They can appear dismissive and sometimes condescending. This is in stark contrast to sales staff who are very helpful. Communication also poor, no update phone calls for example
Staff was rude and did not show any care. My problem is still there after 3 weeks.
further update on progress would have been great
No complaints and I had a courtesy car
As above. Also did not receive promised call to say when work would be complete so I could negotiate the A14 from Newmarket (roadworks both ways around Cambridge) in time to pick up my car before branch closed. Had to travel back following morning.
everything worked smoothly on the day
From confirming the appointment by text and email, quoting the price, expecting me on the day, and calling me when my car was ready - all excellent!Finally, the service was great value, one of my friends was very surprised at the cost!
No. It was the delay in getting booked in especially as the mot was running out
Completely satisfied, all work was carried out as requested, and good communication when the car was ready for collection.
As above although garage were brilliant and offered 7.00 an appt to get me back on road
Engine service completed but they had no pollen filters in stock, so car will have to go back a second time.
Poor experience arranging service booking (see above)Quotation for bodywork repair didn't materialise even after chasing on the day. I was told it would be posted to me. It has never arrived so will go elsewhere.
Due to having to call to find out the status of my vehcle. Also not having my call returned.
car was cleaned but it wasn't the best clean. We also asked for a fault to be looked into (rattle/squeak on the steering column), when collecting the car no one could confirm whether this fault had been checked, it hadnt as it still remains.
Peter is the only person that even returns phone calls. Hire more Peters
Bought the 240i there and had the M Sport difusser fitted by them. I was given a good deal and at all times they satisfied any questions i wanted answersd.
Appointments availability, service, car wash included, nice waiting area.
Prompt and friendly service, good value
All info given to me so that I can understand it
There was a long queue to check the car in for service, but everything else was great.
Would have been a 5 star but my next device indicator was not reset which results in me having to take it back which is a 2hr round trip
Service personnel on day of service no problem.
Nothing is too much trouble
Staff spent time with me identifying fault.
I wasn't informed a service was due and had to call the dealer myself. When I arrived I wasn't informed it was an "all day" thing. They had no courtesy cars available. Luckily they were able to organise it in 2 hours
Service carried out efficiently. Showroom pleasant environment to wait in. I didn't think the car was washed particularly well. I was surprised they didn't have memory stick in stock to update the satnav, and 2 weeks later I'm still waiting.....
See previous comment. Was very satisfied! Completed what I would expect of them. Please see comment below. Unhappy that survey process will not accept my score of "4".
serive +MoT carried out without any issueHeadlight sensor issue NOT resloved
Had to chase status of vehicle myself
Using the collect and return system meant that communication was by phone. Good service documents were returned with the car. An email follow up to me was good, but didn't have the attached video, when I queried this there was no reply.
The Sales executive who deals with me, Alan Shutt made sure I was being taken care of. I liked the one-to-one experience.
job was done in a timely manner and car valeted
Once through. Helpful and responsive. Explained investigations and solutions to two problems. Sorted rapidly.
prompt attention at service department , Knowledgeable Technician who spent time discussing the problem to diagnose the fault . On completion of repair again prompt attention by service department who ran through the repairs .
Service was completed quickly and as I chose not to stay on site, I was kept up to date throughout the day as to how things were proceeding.
Had to leave the car for two days which was unexpected. This was due to being notified of the defect at 4.00 pm having dropped the car off at 8.00 am that same day.
Perfectly happy but I had agreed on the phone that I would arrive at 10.30 and when I arrived at 10.10 was told that the booking had been made for 9am. The car was cleaned inside but not the boot. So not perfect, but certainly pretty good.
Because Tom failed to send the promised estimate of repairs so I had to go elsewhere to get the job done.
once service booked no issues but again very expensive to maintain.
Nice environment. Use of curtesy car.
efficient collect and deliver and work carried out as agreed
Everyone is always attentive, friendly and welcoming.
Made to feel very special
Tyre fault on new car meant having to return to dealer within a week of collection
My vehicle arrived before schedule with support and assistance from the sales centre
Helped get me the car I wanted, when other dealers closer to me couldnt
Very helpful staff
From start to finish It is clear to see just how professional and dedicated to customer sales the team is. Ensuring I have someone named to talk to whilst my sales executive went away was very satisfying even though he was not needed,
all ran as it should
Everything was fast and efficient and handled by knowledgeable staff. I did not feel under any pressure at any time.
Difficult to fault
Excellent customer service, really good aftercare so far
On handover day, Mo was waiting at reception with a big smile, what else could you ask for? My 530i looked amazing, it brought a tear to my eye. A big thank you to Mo and Barons BMW.
Would have scored higher, but had a dent on a fold that needed repairing, so delayed the delivery a few days!
Outstanding service and attention
Small problem rectified relatively painlessly post-purchase
Because of the attractiveness of the premises as a first contact with the brand, then the efficiency of the staff, and of course the pleasure of driving our new X3
Time frame from inquiry to delivery was spot on. No hard sell, time to reflect.
Very similar reasons as for the response to question 1.
great car, great service
Everything went very well on the day
Professional, flexible and understanding.
Very happy with the process and service
Show room was very wheelchair friendly. All staff happy and friendly. Clean well laid out.
Adam and his finance man were superb
What a fantastic level of service from everyone that we came into contact with at the BMW centre from our initial greeting at reception, through the sales process to final collection of the car.It was a pleasurable experience every time we went in.
A real credit to BMW - simply outstanding
Confident in service provided by Ben Bryan