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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
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Good interview at beginning of MOT, felt I wasnt being pressured
All done early to meet my request to have it ready by 3pm.
I just had my car serviced as soon as i left 5 days later then the tires were not the right pressure iv never had this problem i believe it is linked to the service
Easy to organise the service, friendly, prompt and efficient
Car was collected and returned to me. Service done car was valeted inside and out.
Only reason not perfect is due to having to wait a little on pick up, but even that was jolly comfortable.
Comfortable waiting area as service carried out with pleasant surroundings. Video of service was quite an innovation
All I needed was an MOT (the first one) and you performed this as I would expect. You also lent me a courtesy car which was very kine
Slightly too expensive but excellent service
Very polite and helpful staff
Service completed to my satisfaction and in time stated. Car always comes back in good and clean condition and I particularly like the video check which gives me confidence that the car has been checked properly.
All dealt with very efficiently.
Unable to explain why pipe had just snapped in half. Refused to support a claim under warranty.
No hassle at all to me.
We had a tyre problem. The car was received into the department efficiently. Checked over to assess the fault and we were contacted within a couple of hours for advise on why the fault had occured. We were only charged for the initial check and test.
Staff always helpful and service is a high standard
Picked up on all points
I received a warm welcome at North Oxford, the workshop was expecting my car and the work was completed in good time. I chose to wait at the dealership and took full advantage of the first floor business lounge and WiFi, which was very comfortable.
Processed my service on time and without any issues.
The whole experience from start to finish was very professional, everything was explained clearly from start to finish
Take dirty car in for service collect a clean car!
Always made welcome as you enter showroom. Staff are all very courteous. Your Service Advisor, Lucy Humphries, is very efficient, professional and personable.
Took too long dropping car off. My son had offered to drop car for me first told he could not have courtesy car I had booked despite me checking it was OK for him to have it, then he had to wait on it being fuellled, he was not happy at delay.
A very pleasant experience. Plenty of coffee and newspapers on hand, plus updates on progress both verbally and by the video technician. Being a mature long standing motorist, this experience is a million miles away from services 20 years ago.
What could have taken 90 minutes took 3 hours and thats with my chasing it and waiting . I requested a minor thing be looked at when I booked it in and when I checked it in and this was not done . My car was quickly washed and not valeted
The young man on front of house was outstanding in his care and attention to detail. He gave a Rolls-Royce service.
Everyone that I dealt with was so polite and friendly. Roxy was a pleasure to deal with and sorted out my appointment with ease.
Efficient, fast and fair price.
There was a fault with the vehicle, I couldn't make it to the garage to drop it in so they collected and returned it to my work place. Both faults were repaired, the vehicle was cleaned and the the driver polite and helpful.
The initial welcome from Nick Hopkins and the superb efficiency and thorough attention to detail by Dan Merriman was impressive and certainly exceeded my expectations. The car was ready well before time and was nice and clean too. Well done.
Car as fixed. Software reset changes some navigation settings. Eg recent destinations become longitude instead of postcodes...
Lucy humphries was coordinating the service and it was done well as I said, told me everything I need to know and was friendly along with it.
Well received. Well dealt with.
Overall the service is good, but has become very 'corporate' and less personal in its approach
Always been very good
Good communication, and a quick repair (hopefully with a fuel pump that is fully functional this time)
Car serviced and cleaned within the timescale arranged.
Excellent customer service
Polite and informative and efficient
Staff were very good Lucy and Jack were fantastic and fought to get some warranty replacements sorted that potentially were not covered.
Adam was brilliant, very friendly and helpful
Looks like they have finally fixed the car after three visits.This has been an issue since before and after its first service.
Very good. Good quality
Great service, friendly personnel, clean & tidy showroom+car after service.
Service was excellent
Service documents not handed to me before leaving; had to return to retrieve them (and disturb the next customer in so doing)Info provided re use of cigarette lighter socket to charge a mobile phone was the opposite of that in the car handbook
Issue with my car was resolved swiftly without hassle.
Speedy and comprehensive
Great service staff. Took a little longer than expected but I don't mind as long as the job is done well.
An obvious fault was overlooked, then when I returned the vehicle to have it resolved, the health check advised some work should be considered whereas during the first health check this wasn't mentioned (200 miles / 10 days earlier).
The same reasons as given for question 1
Friendly staff good service
Convenience, courtesy without being pompous or smarmy, and astonishing value.
It was a good first time experience.
Staff always very helpful throughout the service process.
All my queries were answered with no problems.
As above , good environment to work while waiting
Courteous, informative service
As mentioned in my first sentence in point one.
Rubbish. Wanted to charge me £90 to diagnose a fault that occurred within warranty. Disgraceful.
See answer to Q1
They collected the car & brought it back to the house - as I live ~16 miles away this saved me a lot of hassle. The staff were very courteous and friendly AND the service & warranty issues were all dealt with correctly.
Excellent service from Lucy as she managed to fit me in even though my booking was not on the system for that day
The investigation was carried out quickly and professionally
The staff were very friendly and helpful
Great followup from my initial email to arrange a warranty repair and service. Only negative could be the car being at the dealer for over a day (although that didn't inconvenience me particularly in this instance).
car cleaned, all the info i received
See above. What I found particularly appealing was how considerate the service manager was in retrieving my car from the end of the car park in the pouring rain rather than saying Right here are your keys the car is parked 200yards over there
Although I booked my new car in for a repair they were not ready for me they were supposed to have a spare car made me feel I had to grateful they could lend me one. Poor knowledge of BMW cars by rep. Poor all round experience!!
Your service representative did all she could to resolve the issues, but it should not take so long to resolve the fault with the car bought from you in July and faulty from inception.
The service department staff were very courteous and helpful. The car was MOT'd and washed while I waited, which was very convenient, thank you.
Adam Barrett was very helpful and polite.
The service team could not recognize a genuine BMW aftermarket tow bar and fix it not retracting. The valeting of the car was poor. Particularly cleaning mud form boot closure and cleaning the iconic BMW kidney grill
I was there earlier than my scheduled appointment. My keys were registered and my car got taken in 1hr after my scheduled appointment. So waiting for over 3 hrs was disappointing with a 5yr kid for an express brake service
Simon made the whole sales experience easy. He understand my requirements and worked hard to meet them.
The service and repairs were carried out with great competence and I am totallysatisfied with the results.
Usual excellent standard of service; friendly reception and competent service.
My answer is reflected in the last question
Happy with the end result
The only negative was that the car was not cleaned after the service, which I have come to expect with high level car brands
Everything was done correctly but the fitting of a web cam had to be cancelled because the staff were not aware that the system available was not compatible with my vehicle.The staff were apologetic and gave me a rather nice bottle of wine.
Good waiting facilities and attentive staff.
Service and assistance is excellent
Service video was very usefull and well explained
Exellent reception staff
Great team and always available to help
Collected the car on time, and video sent to me regarding the condtion of the car etc
Slight confusion over stuck tyre valve caps.
Nice team, well located, always doing everything possible to please customers.
I completely trust your staff to keep my car in perfect order
As above. Customer service was miserable.
Good customers service, Great chat with customer Assistant
Same reasons as question one
good service overall, only minor point is that the cars were not quite ready by the agreed time
Because they are a pleasure to do business with
I waited a long time around 90 mins to have a Tyre replaced.
The work appears to have been carried out as required as far as I can tell.
The winter check was performed to standard and the video was useful to see that all was well. The washing of the car and valeting was a bit sketchy.
Professional and courteous. Comfortable waiting area with good facilities.
I find the staff helpful and friendly. I really like that I can work for the upstairs area as this means I can bring the car in during work time.
Service took twice as long as anticipated
Everything went smoothly.
Service carried out as expected, giving me all the information about what was carried out and what will be needed to be looked at soon, both verbally and also via video sent to me.
Did like the video report, However if you are going to do this then show the fault found ( in this case a tyre) I don't need to see the replacement would have been nice to see the defective item
My 15 year old E46 was returned to me in a far better state than when I handed it over and I appreciated the inspection video and what it showed.
As above service completed on time and waiting area verygood
I was kept updated on progress and wasnt held up
Extremely well looked after.
Very good service. Only reason it didn't get 5 stars, is that the customer assistant forgot to let the people doing the service that I had asked them to check one (minor) problem with the car.
We had excellent service this time after being disappointed earlier in the year
Attentiveness of reception and service staff.
When collecting car I queried a fault showing; was told all would be OK but it wasn't!! Had to take car back
Attention to detail, no hassle in booking, courtesy call the day before service.The feedback from the technician was superb.
While this had been an on-going issue. They took a very serious approach this time and resolved it. The service through out was good and I was kept informed.
I knew I had a problem with ABS sensor and was quite pleased with the realistic repair cost
Except that I had to wait quite a long time for it to be washed.
Did all that was asked
The service is usually v good but sometimes a bit impersonal.
What was most important to me is that on the day of servicing there was no issue with my friend coming along to keep me company while waiting. The video report is a nice touch
The actual service was good but it took a long time to book in the car with no courtesy cars available as usual. It was difficult to get to work after leaving the car and then to pick up the car at end of the day. Compounded by the garage's location
Completed all the work required within the quoted time.
Knowledgeable staff. Helpful feedback on concerns. Felt reassured and that my concerns were treated seriously
Good overall with all issues clearly explained.
Free pick up, friendly staff, good communication, video of car.
Very pleased, I arrived early and the courtesy car was already waiting for me and I loved the 330d xdrive!
Vehicle was taken for service promptly on arrival and delivered in exemplarycondition at the time stated for collection.
It failed to notice, or to notify, that the handbrake was not working propery on the o/s rear wheel
Extremely professional from start to finish.
Excellent courteous professional and caring sales person Natasha Douglas
I appreciate buying a car can be problematic to get the right price but once this was sorted Kevin Lewis was very professional in the way he dealt with the process.
Very easy process. The only change I would make is to be given information on the speed limiter functionality which is extremely useful however is not familiar or used by the vast majority of drivers.
Very patient with your decision and there was no rushing to buy the car the first time you went in. You are kept up to date with how the making of your car is coming along and getting emails with timings. Very polite welcoming service.
good service very attentive without being intrusive
Always dealt with Tom Tudhope. Helpful, down to earth and offers good advice when asked.
Very business like, helpful and instructive and able to return for more training on the iDrive when my wife and I want to.
straightforward, I knew what I wanted, and they didn't try to sell me what I don't need.
The purchase was straightforward, knowledgable salesman, very thorough explanation of the car and finance options. Dealership was well presented and you were welcomed the moment you entered.
First time that I have used BMW but had an excellent experience
Gareth Crosby kept in contact to update us on progress, was more than happy to help each time I called and emailed. Which I did a lot...He made the process effortless.
Great salesman, honest feedback Critical basis for trust
I liked the updates provided on the production progress and the time taken by the sales person in assisting me with the selection process. I was made to feel welcome and not rushed. The pre-delivery video was a nice and novel touch!
No hassle. Just convenient: Tom even brought a test car to my house on the only day I had time to look and allowed me to collect the car at 5pm on a Friday evening, again, the only time in the delivery week when I was free.
Good personal service including pick up from home to collect.
Adrian kept me updated during every step.
Simon the salesman, made the process completely painless. The only minor point was the delivery time from factory to BMW centre.
Friendly and knowledge staff. Helped to find the right car. Keen to do business but not pushy.