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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
Same answer as above.
See answer to Q3.
Service on day was good. Just had to wait a month to get car serviced from when I first called
good customer service, despite being unable to rectify the fault
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
Worked like clockwork. Picked up car and returned it all clean
All v professional
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?"
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.
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
Exceptionally helpful and attentive service personnel. Very polite, courteous and informative.
Although a long waiting time was kept updated on progress
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.
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.
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
Car was not available for collection until 4pm, despite requesting 3pm collection.
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.
Same reason as number one question
As above - on time just as I requested (had to get to meeting in Bristol).
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).
Excellent service from Peter.
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.
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)
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.
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
Excellent staff and went above and beyond to get things resolved
For the above reasons
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.
All the staff are friendly and some I've known for many years.
Good service, nice replacement car, pity I only had to go 10 miles!!
No complaints whatever.
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.
Staff at North Oxford Garage are all very courteous and friendly, but the whole experience of owning the car has been far from what you expect from a BMW dealer. It appears the 100 odd point inspection, when I bought it, failed to spot the problems.
If I wanted a loan car there was a wait of 4+ weeks.
Good video (although unclear on actions that I should take as a result) and great desk service.
The car was not received until 1.5hrs after I arrived for an appointment and only after I asked the service desk why. I was then offered a drip off and pick up which failed to materialise-one of the service department team came to collect me.
My car was kept in over night and the next day nobody phoned me to say the car was ready after being told someone would ring me in the morning.
Professional and efficient.
No quibble and straightforward service.
1st class service as always.
When my car came back after a recall I found that the Sat Nav was not working so it had to go in again and they had to have my car over night to finish the up-date with my Sat Nav . They had not cleaned my car as promised.
Very satisfied with service and attention to detail. One manager noticed I'd been waiting a long time and followed this up the service team. Very impressed.
Pre arrival was OK. Service on the day was poor, Service reception good but overworked. Workshop poor. 2.5 hours to fail an MOT due a tyre and no wash even though requested. As an M car owner this is likely the last time I use Nort Oxford.
My car was kept in for an additional repair, went to collect the following day and it hadn't actually been worked on
This is our first experience of owning a BMW motor in 60 years of drivingand would recommend BMW vehicles wi9thout hesitation.
Piotr kept me updated and was very helpful in sorting out the issue I had. He called when he said he would and was very polite and helpful in not only explaining the problem but also coming up with a great solution.
AS ABOVE - FRIENDLY SERVICE
the pricing of services has gone up I now get brakes etc done by others as your prices are considerably higher than they used to be. the quality of the workmanship still seems high
I had been invited to have a warranty check by letter, which was good, but ultimately, it was just a vehicle health check ie no diagnostic check, which I thought would have been done as it would have disclosed any issues.
Customer attention second to none. All aspects taken care of and on a Saturday too.
Friendly, helpful staff. The process was explained. My car was ready early and I was informed. I was kept appraised of progress.
The North Oxford Garage staff did a great job.
made the appointment, service & mot all completed in 2.5 hours, for a decent price.
Nice and shiny as everything is this garage simply does not seem as good as it once was.
The work was done quickly as I needed the car early and information on upcoming things to be aware of was comprehensive. The car was clean on return and the work that needed to be done was completed.
Work was carried out efficiently and to a satisfactory standard.
I was met on the way in when dropping the car off, I didn't need to introduce myself, they already new my name, I was ushered over to meet Colin who took me through the plan for the service that day and showed me round the loan car.
Superb attention from Mark in the service department.
did what was required in the time quoted
Everything was dealt with as asked in one visit
Very good maintenance and fair pricing. Also good location for me.Could have scored higher if there was less of a wait for a service assistant when handing in keys.Longer wait phoning in to make an appointment and do not return calls.
at least a one month wait for a service appointment
Longer than expected wait (no courtesy car available, despite booking a few weeks in advance), coffee machine stopped working in upstairs lounge and ended up emptying water tray myself in toilet sink. Car was not returned washed.
Should have been resolved quicker
As above, Excellent service, good contact relations with service manager and on the whole very impressive.
Everything completed on time.
Experience was trouble free and met my expectations
Felt welcome at the dealership, my car was on their expected list for the day. Service Agent friendly and knowledgeable and desk in main showroom (not hidden away). All work completed quickly. Feedback from technicians during work.nice waiting area
On the day service was great, but the technician didn't write down a serial number of the replacement so had to come out to get it. This was only a minor inconvenience but an inconvenience none the less
As expected. And the videos crack me up!
Staff were very good. My son was in hospital seriously ill and they did their very best to help me so that I was not inconvenienced.
The service I got was very good from colin and nothing was to much trouble and was sorted quickly even though I didn't have a car for the weekend.
They did exactly what they said and on time.
The ease of booking the fault was not the best and the booking of the hire car was dissapointing inso far as I paid £9.99 for each day of hire to eliminate the £250 excess.
Any issues raise was conveyed in a timely manner
Prompt and efficient
Had a problem with the BMW maintenance agreement / service agreement , the chap I spoke to totally understood
Very pleased with the recent service work and the effort of your parts department.
Staff attitude is excellent, they try to add a personal touch with a greeter at the door who welcomed me by name and the sales lady who sold me the car remembering me and popping to check everything was okay with the car.
Service team were helpful, the car took less time than they said it would to service and they washed/cleaned the inside
Because I received excellent service from Oxford BMW.
Communication good and completed job in time
Recall job was carried out (free as expected) and a badge was fitted free of charge also. My car was washed too!
Car was ready early which is a first for BMW!!
Completely satisfied, my car was picked up by BMW from my workplace and delivered back at the times stipulated, payment over the phone was easy.
As above, simply first-rate service.
The staff are always very helpful and provide fantastic customer service to help with theirs customers needs
The welcome experience was good the reason and actions required were explained clearly and care fully.The time estimate was helpful as was the notification as to progress made. THE collection and payment was undertaken satisfactorily.
Service was conducted within the time stated and I was able to spend a very pleasant afternoon working in the dealership while my car was worked on.
We were kept waiting when checking the car in - otherwise completely satisfied.
Salesman was spot on and explained everything in great detail.
Professional, informed advice. Regular updates regarding new car and all queries answered.
They were very good, keeping me informed throughout the whole process.
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.
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
Gareth took the time and talked me through in detail and was very helpful
Ready and waiting as arranged.
The sales staff were extremely helpful.
The staff covered everything I wanted to know.
Very professional sale representative, helpful, giving a lot of advice. Quick service.
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.
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 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
I was given all the time and advice that I wanted, and felt I was valued as a customer.
Informed and very supportive salesman. Excellent dealer facitlities
Good test drive, low key discussion regarding options, availability and prices, delivered as specified on time, effective demonstration of controls
Kept informed at all times of progress.Not too pushy.Knowledgeable about product.
I got exactly what I wanted and it was quicker than I expected.
Adrian Earp the Sales Manager made the whole process stress free.
Knowledgeable and polite team at north Oxford BMW. I am so happy with the service received form Gareth Crosby and the sales team. I wish we have long running business in the years to come.
I would have given 5 stars but I was very disappointed that my new M-car came with low performance tires and although I complained, I haven't had a satisfactory response. I cannot fault the sales process up to collecting my new car.
Listened to my requirements and worked to meet them offering different potential options to provide best outcome. Good response to emails and calls and supported through purchase process. Felt like a human and not a transaction.
It was all good, well organised, went according to plan.
Not completely satisfied as Sat Nav not working on car & still isn't one week on. Everything else was fine.
On time, ready and thorough briefing on the car.
Everything went to plan and car arrived early -always a bonus!Talked through every step with the salesman(Gareth Crosby) who was thoroughly professional and the advice given was excellent on the whole spectrum of BMW products.
I had a helpful test drive a good experience when collecting the vehicle.
The deal involved a part exchange of two vehicles for the new car - this was handled with the minimum of fuss and we felt that, at all stages of the transaction that we were 'special' customers.
Efficient sales team. Good product knowledge. Friendly sales exec in Kevin Lewis.Process was easy to complete.
Professional and good service.