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The whole thing was easy to arrange, ran smoothly and the car was returned quickly
The car was serviced as expected and the communication was efficient.
The inside of the car was not as clean as I expected.
Due to the sales elements
Nearly perfect but lack of customer parking is frustrating. Its 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)
Highly professional service from start to finish
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
It is always possible to improve
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.
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.
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 hadnt been checked.The car was left with was left covered in water marks after wash
BMW corporates behaviour tarnished Barons
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
Very efficient services and also staff more than willing to talk about other vehicles even though I wasnt going to buy one that day- they were still happy to advise
They did a good job
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!
barons service is not a Elms standard
Nice team of people who make the experience easy.
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.
Any one can be better!
Barons seem to be better than other BMW dealerships that I have experienced
car came back happy and clean.
Would have been 5* but had to wait about 45mins longer than expected, despite tno problems being found
Booked weeks in advance stating that I was going to use my own insurance. Arrived and was told that I couldnt 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.
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.
Great customer experience
very impressed by the video link
Everyone at barons are always great
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 personnel were very hospitable, efficient and took time to answer questions.
Always give good service
Staff engaged me on my car and the small problem I had with a couple of switches on the dash board
As above, didn't really want to listen, as if everything is scripted!!
Quick service with plenty of options to enable you to be comfortable whilst work is completed
I thought the video you sent me was a bit imcomplete
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.
The service given from members of staff has been excellent.
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.
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
See above, where there are more characters available to type the response.
The service was carried out as described and the car returned clean.
Routine and consumable service items are fine but it's difficult to understand what a fault will cost even once it has been diagnosed
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.
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
Good customer service, kept me informed on progress, diagnostics and negotiations.
Did good job in the timescale required and kept me informed...convenient and quick.
Attention on the day was first class. However it took 2 months to get to that point for the minor warranty repairs.
Fast efficient service. Good communication
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.
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.
All matters were dealt with very well from booking to waiting time to service quality to price.
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
Booking in was painful, kept on hold for ages. Once booked in everything was perfect, no complaints at all.
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!
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).
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.
There were no hidden extras and the staff were polite at all times
Work still in progress, hard to judge until complete which is why I didnt want to complete the survey just yet.
Booking process not responsive, too long to respond to phone enquiry
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.
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
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
It was excellent service
Very good customer service experience.
Told me what they were going to do and did it! Straight talking backed up by facts in a friendly and professional manner
Same as above
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!).
Having to take car back to fix problem discussed at last two visits
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...
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.
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
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
No complaints and I had a courtesy car
No. It was the delay in getting booked in especially as the mot was running out
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!
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.
Peter is the only person that even returns phone calls. Hire more Peters
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.
Due to having to call to find out the status of my vehcle. Also not having my call returned.
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.
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.
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
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.
Very easy and pleasant transaction.
Everything was smooth from test drive to purchase and then the delivery, all happened in the expected time frame.
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.
Both Sales person Robin Angell and Financial person were very pleasant and courteous.
As above, super service, I feel welcomed and along with the BMW genius, left feeling knowledgable about all aspects of the new car.
The most expert friendly service I have ever received when buying a car
Still cant get Connected Drive tools to work properly. WiFi HotSpot setup still not worked
Everyone is very helpful - Mo especially was a pleasure to deal with despite an indecisive client!
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
Absolutely no problems, very proactive team.
Prompt care and service re all my car requirements.
Very smooth and kept me up-to-date with any developments
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
Friendly but professional service.
Needed help with car's computer, but did not receive it.
Very good service from everyone
Everyone is always attentive, friendly and welcoming.
Made to feel very special
My vehicle arrived before schedule with support and assistance from the sales centre
Tyre fault on new car meant having to return to dealer within a week of collection
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,
Everything was fast and efficient and handled by knowledgeable staff. I did not feel under any pressure at any time.
Difficult to fault
all ran as it should
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!
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
Small problem rectified relatively painlessly post-purchase
Outstanding service and attention
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