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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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Time efficient and strongly communicated
While the staff greet me very cordially, they do not seem to have a clue about what service is required next and when. They give me completely inaccurate information as I find out when I log in to my account with BMW. As a result I now have no faith
They solved my warranty defect without issue. Although they did try and sell me some paid work to make it worth their while. I was kind of OK with that, but it did slightly irk me, because the car had been in for a service not long before...
Required repairs have been undertaken and completed with no issues or second visits.
was seated quickly with the check in person who was very polite and helpful
Generally good but the story seemed to shift about how severe the wheel damage was, from its needs replacing urgently to its fine, just keep an eye on it.
They kept informed and I also raised a fault on the day that they were able to investigate on the car and resolve which was fantastic.
Very efficient service
The service was done and the car cleaned.
The guy looking after me was great. Did all he could to expedite and kept me informed of progress.
See answer to question 1, however, I would like to add that personal attention and customer service was excellent
Minor task but completed as anticipated.
They took care of the MOT very fast and even fit me in for a same day session.
Very satisfied with the service. We could not isolate a noise from the drivers door as it could not be assessed during the road test. The car will need to come back in to get this looked at and fixed.
Would have been completely satisfied but feel labour costs are somewhat high for relatively straight forward tasks.
did what they said they would do and explained what was happening
Always good service, I love the video updates on the initial inspection when you are having the car serviced. You feel more part of the process rather than a bystander waiting for it to arrive.
Adam was very knowledgeable and good at keeping me informed
problems getting to callback to arrange service. but once arramged perfect.
What I expect from a BMW dealer
I asked for the windscreen washer to be investigated as to why it was not working. They said bottle needs to come out and a tablet needs disolving in there to clean it. They said they had made a temporary fix, but actually they hadn't.
The only issue was that I wasn't advised when the vehicle was being returned
My vehicle was recovered to you with a fault. Lucy looked after the car brilliantly, polite and friendly. The only thing that prevents a top score of 5, is that there were some trims in the boot area that were not refitted so I had to do this myself.
Wasnt offered collect and deliver service, which I used to have at Mazda.
The staff here are very friendly and attentive. They keep you updated and are always happy to help
Appointment for service very late . Because appointment clerk wasnt helpful.
Had problems trying to get through to Service Reception to book my service. Otherwise all good.
The main service was very good
Car collected & delivered on time.
Everything sorted with efficiency
BMWNO did two repairs under warranty, completed an MoT and changed a wiper blade, all as I requested.
The visit to have an MOT , was in fact enjoyable and not a chore.
I have been using North Oxford Garage for many years now, and it is always a pleasure to deal with those guys.
I raised a formal complaint as you didnt pick up a large bulge in the tyre wall. No follow up whatsoever which was poor. In addition v poor value for money.
Reassured on suspected problem.
Liked the short video update on the service/check
Service generally good, but on this occasion I was left for an unacceptable time (25+ mins) after my car had been serviced and was ready ( could see it parked on the forecourt ..) to being called forward to settle my account and drive away.
good price and quick
All very efficient
Adam on the service is Excellent at his job,genuine when dealing with customers and taking the time to explain the BMW product to customers
I am pleased to say that whether it is for a service or repair it has been dealt with to my satisfaction.
The staff were very helpful at North Oxford Garage, particularly in dealing with Head Office about my complaint about the faulty gearbox. I was particularly impressed with Jamie Herbert in the Service Dept, Alistair was also v helpful.
Car was cleaned after service. Courtesy car arranged for me according to the type of car I like.
great service form start to finish even though i have a old bmw
proactive in getting back to me.
As above, as well as a thorough service, a breakdown of costs and a reasonable price.
All went to plan - no complaints
I had to call repeatedly to get connected to the service desk. Twice I called and was told someone would call me back but they did not. Once at the dealership updates were infrequent and I ended up waiting 1 hour longer than forecast.
An outstanding customer experience.
Takes forever to get through on the telephone, forever being out on hold. This is my second BMW and love the car but the service at Oxford is never good.
Since first being a customer many years ago the service has always been very very good
Actual work cannot be faulted, but the cost for oil and filter is somewhat ridiculous at 374 pounds. Also, I do not need a video and commentary which is obviously only adding cost due to additional time. Cost is embarrassingly high!
Service carried out swiftly and efficiently, with regular updates on progress
process explained and costed throughout
All painless. Disappointed to find that the car requires a further service after about 1500 miles
The final result was good. However, the initial enquiry by email was not answered at all ("we don't look at emails") and there was no telephone response at all on a Saturday morning.
Very attentive and ensure everything was to my satisfaction.
Thank you very much. Richard Berry - Head of Business
Great video to show what was being done, very friendly person Jamie at the service desk.
Thank you very much for the great feedback, we do appreciate it and love the fact that you like the video. Look forward to welcoming you back soon. Richard Berry - Head of Business
Fantastic service 10/10
Wow! Thank you for the lovely feedback and we look forward to welcoming you back soon. Richard Berry - Head of Business
the bloke that came out to pick up my car was very good, first class service
Thank you for the wonderful feedback, we really appreciate you taking the time to respond. Richard Berry - Head of Business
they put the tire on the wrong wheel and it ended up wasting two days for the mistake.
Thank you for the positive feedback, we do appreciate it. Richard Berry - Head of Business
Highly efficient in all aspects
Many thanks for your great feedback, we do appreciate it. Richard Berry - Head of Business
I felt that my custom mattered.
Your custom is very important to us and it is gratifying to read that we have got it right. Thank you for your lovely comments and we look forward to welcoming you back soon. Richard Berry - Head of Business
The staff is very friendly and helpful to the customer
Thank you very much for the lovely feedback. Richard Berry - Head of Business
It was everything I expected.
Thank you for the great feedback and look forward to welcoming you back soon. Richard Berry - Head of Business
Very friendly, everything was completed & team very helpful.
Thank you for the lovely feedback, especially regarding the team here, we aim to please. Richard Berry - Head of Business
The problem I brought the car in with was resolved, & a recall replacement of a small component carried out at same time. Helpful reminders about brake pads & tyre treads, with v clear indications of likely mileage. V useful video + f2f explanation.
Perfect service! Thank you for the lovely feedback. Richard Berry - Head of Business
Good car, good aftersales service but not a score of 10 because the car has had to have the same part (top of front suspension) replaced three tmes now under warranty, and will likely need the same when out of warranty. This points to a design flaw..
Warranty issues was resolved quickly
It all worked fine.
First class service door to door. Car picked up and delivered back on time and cleaned immaculately.
Repairs were completed efficiently and to a high standard.
It took 45 minutes to book my car in and one of the problems it went in for remains unresolved. Communication with the service centre has been patchy.
Very good. Extremely well mannered and personable staff throughout.
No problems kept in formed throughout answered my questions
First class Garage that looks after its customers.
Good customer service where nothing is too much trouble.
No fault with the sales team as all excellent. Do not understand how a car can have a PDI inspection and it still left in Transporter mode. All issues were dealt with but after I left the garage.
The car exceeded my expectations and the handover was very good explaining all the numerous features which some I am still learning
The staff at North Oxford Garage were very friendly and helpful. No pushy sales talk.
Great service throughout,
Sales team as usual were very good
Lucy Johnson made my experience exceptionally positive. She is a fantastic asset to BMW and an ambassador of the brand that I have bought in to.
First class. The North Oxford Sales Executive with whom we dealt, Lucy Johnson, was outstanding in her approach to our purchase and subsequent delivery. This support has also continued post purchase.
clear explanation of the choices available and regular follow up once the decision to buy had been made.
Natasha is the best sales person and I will continue to always deal with her.
There was very little to fault.
Everything went very smoothly.
Excellent and helpful staff.Special mention to Stella at North Oxford sales team. Credit to BMW.
Got me a great deal, on a fantastic car, and great service throughout.
Everything appeared OK