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ABOUT BARONS CAMBRIDGE.

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Kevin Appleton

Head of Business

Charles Aylard

BMW General Sales Manager
  • Department BMW

James White

BMW New Car Sales Controller
  • Department BMW

Paul Robinson

BMW Used Car Manager
  • Department BMW

Aidan Smith

BMW Product Genius
  • Department BMW

Alan Shutt

Local Business Development Manager
  • Department BMW

Anthony Murphy

Local Business Development Manager

James D'Arcy

Sales Executive & Motability Specialist
  • Department BMW

Jake Cummings

Sales Executive
  • Department BMW

Mohammed Elharrak

Sales Executive & Motability Specialist
  • Department BMW

Adam Bonnett

Sales Executive
  • Department BMW

Will Giles

BMW Sales Executive
  • Department BMW

Robin Angell

BMW Sales Executive

Steph Johnson

BMW Sales Executive

Darren Lumley

BMW Used Car Sales Executive

David Hall

Aftersales Manager
  • Department Aftersales

Peter Speechley-Grove

Service Manager
  • Department Aftersales

Andy Toseland

Workshop Controller
  • Department Aftersales

Nick Bell

Parts Manager

Sarah Moore

Service Advisor
  • Department Aftersales

Liam Bambridge

Service Advisor
  • Department Aftersales

Will Horner

Service Advisor

Charlotte Rowland

Retention Specialist

Mandy Taylor

Receptionist

Rebecca Hunneyball

Receptionist

James Trillwood

BMW Sales Executive

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

The whole thing was easy to arrange, ran smoothly and the car was returned quickly

Service

Kept informed

Service

The car was serviced as expected and the communication was efficient.

Service

The inside of the car was not as clean as I expected.

Service

Due to the sales elements

Service

Nearly perfect but lack of customer parking is frustrating. It’s so congested that I was concerned that my car would be damaged in the overfilled carpark (my car was not in a marked bay when I picked it up)

Service

Highly professional service from start to finish

Service

From the booking of the service through to the discussion of the service report after completion of the job the staff helpful considerate and professional in their duties

Service

It is always possible to improve

Service

They took the problem seriously and spent a week investigating, but didn't find a problem. I was promised a follow up call to let me know the result, but never received one.

Service

Servicing and video plus car wash very good. Service receptionist absorbed by computer to the extent of excluding customer. Unable to accommodate MOT at short notice due to overlooked expiration - nothing available for over 1 week. Went elsewhere.

Service

Within 48 hours the coolant warning light came on and i had to top up with around 2 liters of water. There has been no further loss so can only conclude, that it hadn’t been checked.The car was left with was left covered in water marks after wash

Service

BMW corporates behaviour tarnished Barons

Service

I did ask that someone look at my AC during the service to advice how to fix it. I had it fixed only a year ago so very annoying problem has happened again. They did not look at the AC do no solution given to me

Service

Very efficient services and also staff more than willing to talk about other vehicles even though I wasn’t going to buy one that day- they were still happy to advise

Service

They did a good job

Service

Once booked in and there on the actual day, the whole experience was very good. However, its very difficult to contact anybody on the service desk to make an appointment to start with, not enough staff on service desk!

Service

barons service is not a Elms standard

Service

Nice team of people who make the experience easy.

Service

I came in for the annual MOT. Had been calling repeatedly over time for a service but with no response. Car was then serviced on the day. Within 24 hours the parking lamp had blown. Am now in France. Will fix it here.

Service

Any one can be better!

Service

Barons seem to be better than other BMW dealerships that I have experienced

Service

car came back happy and clean.

Service

Would have been 5* but had to wait about 45mins longer than expected, despite tno problems being found

Service

Booked weeks in advance stating that I was going to use my own insurance. Arrived and was told that I couldn’t and it was never their policy. Had used this since 2007.Had requested a courtesy car. Had to wait whilst a staff members car was found.

Service

The showroom was clean and tidy with hot drinks and snacks available. I waited for my X3 to have its rear pads changed, (around 2 hours) and in that time about 4 different staff members asked if I was OK and could they get me anything.

Service

Great customer experience

Service

very impressed by the video link

Service

as above

Service

Everyone at barons are always great

Service

The team are straightforward to deal with and polite. Both Hayley and Gareth were very helpful and clear with timelines and the work being done.

Service

Service personnel were very hospitable, efficient and took time to answer questions.

Service

Always give good service

Service

Staff engaged me on my car and the small problem I had with a couple of switches on the dash board

Service

As above, didn't really want to listen, as if everything is scripted!!

Service

Quick service with plenty of options to enable you to be comfortable whilst work is completed

Service

I thought the video you sent me was a bit imcomplete

Service

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.

Service

The service given from members of staff has been excellent.

Service

There’s an error registered on the key reader that I’m aware of , I believed the error would taken into consideration and included but it was not :(

Service

I’ve lost 5 weeks off my MOT due to the company’s you’re using for bookings.I even queried the date because I thought it was too early and was told the booking was okay. Very disappointed.

Service

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

Service

See above, where there are more characters available to type the response.

Service

The service was carried out as described and the car returned clean.

Service

Routine and consumable service items are fine but it's difficult to understand what a fault will cost even once it has been diagnosed

Service

Very quick and helpful

Service

Work carried out promptly and completed within a reasonable time frame that was pre-advised

Service

Fine

Service

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.

Service

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.

Service

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.

Service

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

Service

Good customer service, kept me informed on progress, diagnostics and negotiations.

Service

Did good job in the timescale required and kept me informed...convenient and quick.

Service

Attention on the day was first class. However it took 2 months to get to that point for the minor warranty repairs.

Service

Fast efficient service. Good communication

Service

car returned serviced and repaired. car pick up and drop off appreciated

Service

The car was ready when they said it would be. I was advised what the cost would before hand.

Service

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.

Service

All matters were dealt with very well from booking to waiting time to service quality to price.

Service

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.

Service

Friendly customer focus

Service

No problems with the service this time

Service

Booking in was painful, kept on hold for ages. Once booked in everything was perfect, no complaints at all.

Service

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 didn’t feel silly when in a garage!

Service

Did exactly what was required in the time given nice clean showroom with excellent amenities

Service

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.

Service

The process to book a service was painful - once at Barons everything went well (hence not the worst rating).

Service

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.

Service

There were no hidden extras and the staff were polite at all times

Service

Work still in progress, hard to judge until complete which is why I didn’t want to complete the survey just yet.

Service

Booking process not responsive, too long to respond to phone enquiry

Service

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.

Service

Staff were friendly, polite and efficient.Environment was pleasant and the coffee and croissant were most welcome.

Service

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

Service

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.

Service

The service was completed on time and the car was cleaned really well.

Service

Work performed on car was as described, on time and nicely cleanedUnfortunately no courtesy car available

Service

Car is running perfectly after extensive engine work

Service

It was excellent service

Service

Very good customer service experience.

Service

Told me what they were going to do and did it! Straight talking backed up by facts in a friendly and professional manner

Service

Same as above

Service

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!).

Service

Having to take car back to fix problem discussed at last two visits

Service

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...

Service

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

Service

car booked in and handled smoothly

Service

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.

Service

Quick, efficient service. Car was collected and returned washed & cleaned.

Service

Service staff are very helpful/professional and friendly, making the experience very customer satisfying.

Service

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.

Service

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

Service

Staff was rude and did not show any care. My problem is still there after 3 weeks.

Service

further update on progress would have been great

Service

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.

Service

everything worked smoothly on the day

Service

No complaints and I had a courtesy car

Service

No. It was the delay in getting booked in especially as the mot was running out

Service

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!

Service

.

Service

Completely satisfied, all work was carried out as requested, and good communication when the car was ready for collection.

Service

As above although garage were brilliant and offered 7.00 an appt to get me back on road

Service

Engine service completed but they had no pollen filters in stock, so car will have to go back a second time.

Service

Peter is the only person that even returns phone calls. Hire more Peters

Service

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.

Service

Due to having to call to find out the status of my vehcle. Also not having my call returned.

Service

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.

Service

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.

Service

Appointments availability, service, car wash included, nice waiting area.

Service

The Sales Executive went to great lengths at explaining the functions and controls of my vehicle upon collection - he was most knowledgeable in the functions and set-up of the vehicle

Sales

Very strong ownership from William Giles at BMW barons. No hard sell or typical car sales patter..Listened to my needs, gave options and was very goodI will buy further cars here purely because of this.

Sales

Very easy and pleasant transaction.

Sales

Everything was smooth from test drive to purchase and then the delivery, all happened in the expected time frame.

Sales

This score is a 3 and not a 5 because of the hard sell of insurance products (GAP , tyre , body damage) at the hand over of the car. This is not the behaviour I expect from a quality car producer such as BMW.My wife and I were very disappointed.

Sales

Both Sales person Robin Angell and Financial person were very pleasant and courteous.

Sales

As above, super service, I feel welcomed and along with the BMW genius, left feeling knowledgable about all aspects of the new car.

Sales

The most expert friendly service I have ever received when buying a car

Sales

Still can’t get Connected Drive tools to work properly. WiFi HotSpot setup still not worked

Sales

Everyone is very helpful - Mo especially was a pleasure to deal with despite an indecisive client!

Sales

We have dealt with the same sales person on the purchase of three vehiclesand have been very pleased with the service he has given us

Sales

Absolutely no problems, very proactive team.

Sales

Prompt care and service re all my car requirements.

Sales

Very smooth and kept me up-to-date with any developments

Sales

Jack Chorley is the main reason I have given this answer, he is a highly personable, professional individual who went the extra mile to find me my perfect vehicle, with the specification I wanted. An asset to Barons BMW

Sales

Friendly but professional service.

Sales

Needed help with car's computer, but did not receive it.

Sales

Very good service from everyone

Sales

Everyone is always attentive, friendly and welcoming.

Sales

Made to feel very special

Sales

My vehicle arrived before schedule with support and assistance from the sales centre

Sales

Tyre fault on new car meant having to return to dealer within a week of collection

Sales

Helped get me the car I wanted, when other dealers closer to me couldn’t

Sales

Very helpful staff

Sales

Completely satisfied.

Sales

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,

Sales

Everything was fast and efficient and handled by knowledgeable staff. I did not feel under any pressure at any time.

Sales

Difficult to fault

Sales

all ran as it should

Sales

Excellent customer service, really good aftercare so far

Sales

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.

Sales

Would have scored higher, but had a dent on a fold that needed repairing, so delayed the delivery a few days!

Sales

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

Sales

Small problem rectified relatively painlessly post-purchase

Sales

Outstanding service and attention

Sales

Time frame from inquiry to delivery was spot on. No hard sell, time to reflect.

Sales

Very similar reasons as for the response to question 1.

Sales

great car, great service

Sales

Everything went very well on the day