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As custodians of the BMW brand in Oxfordshire for over 40 years, we understand the needs and demands of BMW drivers. Our prime objective is to deliver the highest levels of customer satisfaction. If, however, you need to raise a complaint with us, please follow our complaints procedure and we will endeavour to resolve any issues as soon as possible.Complaints Procedure
Easy to book, polite reception, helpful advice, kept informed
Same as above
It was so easy and we could choose whatever we wanted
Service and repairs completed as requested
everything was done well and on time
Piotr was very helpful
Inability to fix the rattling driver's door. It either needs to be taken apart and all the various components tightened up ... or replaced completely. At the last service (on 24th Nov) all North Oxford did was to replace the door seals.
Service was very poor, poor workmanship.
completed everything expected without any fuss
Told I had a puncture in one tyre and would cost £250 for new tyre. This is not correct when asking the engineer to show me where the tyre was punctured did not show any signs of a problem. Took the car to an independent and was confirmed NO PUNCTURE
I didn't have to wait very long, I was made very comfortable with access to refreshments and my car was lovely and clean inside and out.
The service was good for MOT and Warranty but I could not get the car actually serviced as it was 1100 or so miles before the service record would allow the car to be booked in. Such a waste of time and fuel.
Failure to explain all parts of the invoice (different time rates for different parts of the work.
car serviced and cleaned as required. Only minus price of oil.
Why no oil change on annual service last week? Mileage now 27600, last oil change 17500. I shall raise this point with N Oxford on Tuesday.
Very friendly,competent staff at garage. Can't wait until the next service!!A real big difference than what it was about 2-3 years ago!
No reasons to suggest otherwise
Even with a mix up in the service arrangements (was expecting to wait for car to be serviced, prob an issue with the leasing company) the experience was fine. Environment to work was good.
See above. Fantastic attitude to travellers in difficulty
Very quick to obtain necessary part and fit it
Always first class service on reception and service
There is always an issue with timing if the car is not being left for the full day. It is very frustrating to have to "hang around" the garage waiting and waiting.
Because its relaxed no red tape service
In this particular service, I was told the part was in stock. Said part was faulty and another ordered. 8 hours after arriving I took the car home, only to find that the new washer motor was not functioning as expected. Car booked back in for 1st Dec
Had two horns changed as both had gone. BWV Owere able to take me in with only a few days notice, even though they were fully booked. And even managed to change the horns and wash the car before noon, which was very important to me that day, as I nee
Kept me informed all through the repair
For years BMW used to valet the car after a service that is not cheap. On the last two occasions there was no valet service. Really really poor. Like a second rate Skoda service.
The situation and the options were clearly explained explained to me and the problem was solved as quickly as possible and at very short notice.
Very helpful team
they are very good
Disappointed that you have stopped cleaning cars.
Attentive and went the extra mile when I needed some specific addressing
The car was supposedly ready on evening of 1st Nov - when I went to pickup on 2nd Nov, I had to wait at the garage for nearly three hours for the car to be washed. Very very disappointing.
The service was excellent, the cost was expensive.
Lucy looked after me throughout my visit and kept me updated whilst the work was carried out on my vehicle. I was back on the road with the new exhaust system faster than expected. Great service.
The service adviser was excellent . The reason for the car's failure is still not clear to me , however . Also , bearing in mind the product failure I am surprised nobody has talked to me about any recompense for my time and costs .
Arrived earlier then I had anticipated but was dealt with promptly & efficiently. Only disappointment on getting the car back was that it had lost all our personalised memory settings for the two main drivers. Frustrating !
Job done in a timely fashion.
Very good service
The score would have been better had I not had a problem when the egr filter was due to be fitted. The car was with North Oxford Garage all day and when I went to collect it, my car had not even been put on the ramp.
Although you were unable to repair the fault with my car you have been able to advise me on how to proceed
All done very professionally though took longer than expected: time estimates a bit optimistic.
Loved the video overview during service and the car genuinely felt much nicer to drive after the service. This was one of the best service experiences I've had from you.
Good coffee, papers etc. Comfy chairs.
Because all aspects of my experience was outstanding from the welcome as I entered the dealership, the work carried out, the cost, the ambience and the farewell at the end. It makes a visit a pleasure, not a dread.
Staff were very friendly and facilites were good while waiting.
Initially I was very satisfied with the service. It seemed as though the problem I had identified had been remedied. The car was returned in pristine condition. But only a week later, the original problem of the tyre sensor has recurred.
Had to return car 'at my own time and expense' as technicians had forgotten to update the service interval counters on the vehicle.
Would like to be updated more often on wait time
Disappointed to have to wait 7- 8 weeks for a service appointment. I was asked if I'd like my car washed when booking in, this hadn't been done when I collected the car 4 hours later.
Usual high standards of service
For its routine service the car was collected, serviced and returned as promised. No complaints. I would have liked to see an itemised check list of what was inspected and the results - e.g tyre tread and pressure, brake pad and disc conditition etc
Great customer service. The video was a really positive addition with helpful advice. Interactive and builds your confidence around the service. Steve also kept me fully informed and took me through the whole process very clearly.
New tyre fitted but pressures not balanced. Computer still indicating service due.
Always polite and helpful. A good service is always provided. I had a new exhaust fitted but in the rush to complete the job it wasn't tightened properly so rattled quite a bit. It was rectified quickly when I returned after the weekend though.
The carried out what was agreed in a timely fashion and resolving a minor hiccup in the appointment planning.
Staff are brilliant - price was a bit high...
Friendly attentive service with good facilities at garage
Service representative very good (as always). An additional hour + to wait for the car to be washed seemed too long.
Dropped the car off at 07.15 to collect 16.00. I recieved a phone call from them at 1530 saying it won't be ready until 17.15-17.30. Then still had to wait as they hadn't completed the faults I went in for.
Good system ensures good service, but charges are creeping up again! Need to watch that!
Perfectly satisfied (perhaps a way to drive away during the service would be one improvement)
The Service Advisor went out of his way to help me
Damage identified, not addressed until left garage, then too late
Excellent job on the day, there was a considerable wait for the workshop appointment.
Was asked if wanted car washed, but this was not done
Kept up to date from start to finish as to what was happening when my car was being serviced.
Really good customer service
In order to have a courtesy car I had to book about two months before I expected to have my car serviced. Invariably - in my experience - a call to the service department is put on hold. Return calls may be promised but don't always happen.
Costly partly my error
Coffee areas a bit basic
Service and punctuality was great, unfortunately unable to wait longer to allow car to be washed and vacuumed which would have been perfect.
as above all so on the paper work i recieved when service was booked it said soft ware upgrade available but they new nothing about it.
I had booked my car in for 3 separate items;fitment of winter tyres / steel wheel rimswheel alignment to investigate cause of excessive wear on outer 1/3 of both front tyresfitment of front & rear car cameras
I chose to have tyres from a tyre specialist due to the difference in price
Car collected and delivered at times agreed and service carried out as required. Follow up for additional fault rectification still outstanding.
Easy and efficient service.
Everything was OK except that I was there for a very long time.
Detailed above plus, on the morning I was allocated a specific member of staff but when I arrived told I was 4th or could have been 5th in the que, yet there were other employees not dealing with any customers.
Very helpful advice given by servicing team.
As per previous comments. Believe the customer and order replacements to resolve the issue first time. Batteries do not go flat within twelve months and replacement batteries within 3 days for nithiing
Ive been happy with the service Ive received. My only complaint is that the service desk is a bit slow.
Would have been completely satisfied had I been initially told that my car would be required for two days instead of one.I only gave this a 4 however when I tried to submit it asked me "do I want to change from 4 to 5" I said "no"and it would not go
The service was handled with minimum fuss and complete on schedule.The sales team managed our appointment to consider new vehicle choices, configuration, and financial arrangements very well.
The service experience was very good.The lady which booked me in was very helpful and is a clear asset to your team.I cant say the same about the used car sales person I spoke to.The attitude and arrogance of them has put me off buying from OxfordBMW
Helpful staff, good communications.
Extremely professional services delivered to a very high standard.
The team greeted me a valued customer. Polite and respectful. Not left waiting around
Have always rated North Oxford. The experience, from speaking to reception, (the directors as thats how they ask how they can help!) to the polite and confident way your enquiry/service/purchase is dealt with never fails to impress
The receptionists were helpful in finding staff to deal with my service
Dealt with effectively
all as planned
Was not updated as to the progress of the mot/service unless I went out of my way to find out. I was also amazed that the car had not been cleaned as it usually is on all other occasions. Toilet was out of order and the waiting area was left untidy.
All completed as expected
Staff kept me updated throughout the day on my expensive major service. Wheels came back out of balance (having paid £30 for the work) which was obvious on the first stretch of dual carriage way. This was rectified by a local garage
I stayed at the Garage during the service and was very impressed with the curtsey beverages & snacks provided . Service staff & mechanic giving me updates on progression of my service and estimated time for competition .Very Professional.
Plenty of time spent answering my questions.
The only negative from all my visits has been due to a warranty repair that took rather longer than originally estimated. This was due to a foreseeable problem that could have been identified before my arrival, rather than during my waiting time.
the customer, it seems, is not always right. Not the high level of service we have come to expect from BMW.
Video was a bit pointless and sound quality made it almost impossible to hear. I would rather a written report (even a summary) instead/as well as the video as can't really watch a video at work. Service itself was fine.
The service advisor was rude and impolite, we kinda had a sort of argument right on his desk which was really not necessary if he knew what customer service meant. I mentioned that to service manager and he has been very helpful and professional.
Value for money. £290 for an oil change on a 1 series? My Porsche GT2 serviced at Porsche Reading cost significantly less and holds twice the oil. Ive done my own oil change on the 1 series and its a 15 minutes job and £100 in parts.
North Oxford Garage has given me complete customer satisfaction for 25 years.
MOT completed on time.
I had to wait almost 8 weeks from initial contact to finally getting my car serviced. This included 3 visits to the garage, one including taking a day of work needlessly.Shambolic doesn't even start to describe the experience.
Everything was done as requested & on time
An excellent experience
Same answer as above.
Nice people but one day to get warranty work approved second day to fix windscreen, would have been nice to have been offered a courtesy car. Also dealt with three different service advisors- kept having to repeat the story. Overall. Good experience
good customer service, despite being unable to rectify the fault
Service on day was good. Just had to wait a month to get car serviced from when I first called
See answer to Q3.
Worked like clockwork. Picked up car and returned it all clean
All v professional
I am not confident that my frustrations were understood or would influenced the manner in which policy is implemented. I think the cost of service is expensive. Hence I feel justified in expecting a slick, problem free experience. That didn't happen
Car going into limp mode but could not book it in for repair for two weeks.
Excellent customer service and the 'upgraded' courtesy car is a real treat. The experience is a pleasure. I like the phraseology of questions like "would you mind if we cleaned your car for you?"
Was charged incorrectly and given differing waiting times depending on who I spoke to
As above. I had a query and this was answered quickly efficiently
Although a long waiting time was kept updated on progress
Exceptionally helpful and attentive service personnel. Very polite, courteous and informative.
The booking was easy although there was a long wait of nearly 6 weeks as you were busy. Staff were very friendly and knowledgeable (especially Mark of the service team). I also thought that the price for new discs and pads was on the high side.
See my first reply.
Lucy phone me in adavnce and asked if I needed anything checking, met me when I arrived at the garage, checked all that was to be done, kept me informed of progress - whilst I worked on in the space provided for me. A great experience.
No reflection on staff who were very helpful. I'm slightly disappointed that the first service was not included when I purchased the vehicle. If this was to be purchased separately, this was not made clear to me.
As stated above. I have now bought and had my car and that of my wife serviced by this dealership for the last 15 years
See my earlier comments. Had I been told that they would send a technician out and he/she would repair if possible or arrange to up lift my car and arrange a courtesy car, then I would have not rated it so low.
Dedicated service advisor was ill on the day I went to collect car. Turns out the car hadn't been finished as promised and was still on the ramps. Alternative advisor very unapologetic - I had to suggest that they deliver the car to me when finished
The service is always great. However, when booking, I found that the waiting list was almost two months. This meant my car passed the 60,000 miles limit for my pre-paid service package.
Car was not available for collection until 4pm, despite requesting 3pm collection.
Same reason as number one question
As above - on time just as I requested (had to get to meeting in Bristol).
Excellent service from Peter.
Easy to book, they provided me with a car, and they solved a small problem on the car which was not part of why it went in (for a safety recall).
The delay from booking to being able to service was unacceptably long. In addition I had to reschedule which meant it was more than 10 weeks from first requesting the service until it took place.
For the above reasons
They checked with me the day before, they collected it from my home, serviced it and returned it, fully cleaned, all whilst I went off to work by train. Easy!
As above, second visit to diagnose same problem.
I was able to get an appointment at a convenient time and the staff were very helpful with the estimates (which were ver accurate too)
Excellent staff and went above and beyond to get things resolved
I was waiting 2 hours before I was able to take my car after arriving to collect it following the service. The Run Flat indicator came on shortly after leaving the garage and the wheel kit was left open in the boot rather than tied back up & stored.
I COULDN'T COMPLETE QUESTION.1. WHICH RESULTED IN THE ENGINEERS CLAIMING THEIR WAS NOTHING WRONG WITH THE TAILGATE AND THE ONLY OPTION WAS TO IMMOBOLISE THE KEY FUNCTION,WHICH THEY DID.THE CAR HAS BEEN FINE SINCE. BUT THERE WAS THE THREAT OF A CHA
The engine problem was diagnosed and repaired efficiently, but I was disappointed that the hesitation that I mentioned at a routine service a few weeks earlier did not result in further investigation at that time.
Great outcome...car looks amazing!
Work done efficiently and on time, car delivered in good state
North Oxford Garage were very helpful and took a lot of care to help us.
Good communication with NOG. Original water leak solved but a second leak through screen discovered. Still in process of being repaired by National Windscreens under warranty.
No complaints whatever.
Good service, nice replacement car, pity I only had to go 10 miles!!
All the staff are friendly and some I've known for many years.
They are very good
Even if there has been an issue the management team has resolved this and turned the experience around positively.
Initially no other options to repair a NOx sensor other than a £2000+ replacement exhaust. Later a further option was presented and avoided the additional cost. Could have done with the options from the outset.
It is no doubt a zero star service for the sales person in handling and following up with my order. The delivery process was handled by another sales representative, I would give Simon a 4.5 star.
Professional, knowledgeable salesman made the difference on choosing my car. Thank you.
Everything was done in a really professional manner.
Adrian was very helpful - even after having to come back to have the scratch of the new car removed.
I cannot think of any way in which the experience could have been improved.
Kevin kept me up to date regularly on the progress of my order, I didn't feel rushed one but when it was time to collect the car.
As we lived in Ayrshire & the dealer was in Oxford we did all communication by telephone or email which was so easy, then we drove down on the day about a 700 mile round trip to pick the car up. Simon made the whole experience very worth while
Pleasant staff, from reception all the way to the manager. Very welcoming and friendly, presenting a relaxed but professional environment.
A very efficient and professional service from this BMW dealership
Our salesman Adrian Earp was always very helpful, friendly and professional
Car was delivered on time , and was presented in absolutely sparkling condition .
Gareth Crosby in particular has been fantastic during the purchase and delivery, but also post sale. He is professional, knowledgeable and a pleasure to deal with.
The sales guys we dealt with and always have dealt with are truly excellent. First class service throughout.
In addition to the above, I was impressed with the follow-up calls I received to make sure that I was completely comfortable with my purchase. Every call I made received an immediate call-back.
Overall good.Would like to have known sooner that a particular modification was not possible.
I have purchased cars from BMW North Oxford for approximately 10 years and the experience has always been profesional
Courteous and welcoming on arrival. No feeling of pressure selling.Ready to answer any question and willing to demonstrate and explain facilities and benefits. Helpful and relaxed sales team and back office support team members.
Bit disappointed I couldn't download my CD's from the old car to the new car via a USB memory stick. Seems the software between the two cars was not compatible.
The salesman had a comfortable and approachable manner. The overall reception was polite and tidy.
Professional, informed advice. Regular updates regarding new car and all queries answered.
They were very good, keeping me informed throughout the whole process.
Salesman was spot on and explained everything in great detail.
Have always found staff to listen to requirements and this is the third car from BMW Oxford. Tom was very helpful on all aspects of the sale.
The staff covered everything I wanted to know.
Gareth took the time and talked me through in detail and was very helpful
There was a delay in the production of my new car due to the unexpected demand for petrol engined vehicles. The sales team did their very best to mitigate this problem
Ready and waiting as arranged.
The sales staff were extremely helpful.
Very professional sale representative, helpful, giving a lot of advice. Quick service.
Very friendly, attentive and above all knowledgeable sales team. Attention to making the customer welcome and feeling special excellent. Every process throughout the transaction was fully explained.
I felt that once I had signed up for the new car, there seemed a step back from BMW staff and I had to do the chasing to find out information on collection of new car.
I was kept regularly updated about the status of my vehicle. Car was received when I expected and at a time that suited me. Fantastic hand over going through all the car's features.
I had a great experience when at the showroom and all my questions were answered very well.
Kept informed the buying process with follow ups about collection.
I felt the after sales experience lacked a positive approach in keeping the customer "up to speed" with the delivery progress. Once the car arrived everything moved very quickly, I felt let down by the logistics and delivery schedule.
Simon was very attentive, patient and knowledgeable
Everything was explained and just happy with the car
Same as above - first class service at North Oxford