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About North Oxford

We are the authorised BMW Retailer in Oxford. For all your BMW needs contact us today.

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Complaints Procedure

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

Meet the team

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Richard Berry

Head of Business

Jonathan Martin

Group Vehicle Stock and Buying Manager

Matthew Wilson

Group Financial Controller

Nick Tanney

New Car Sales Manager
  • Department Sales

Duncan Mew

Used Car Sales Manager
  • Department Sales

Alistair Lord

Service Manager
  • Department Aftersales

Adam Hitchcox

Service Manager
  • Department Aftersales

Philip Keyte

Service Manager
  • Department Aftersales

John Masters

Parts Manager
  • Department Aftersales

Andy Milligan

BMWi Brand Manager
  • Department Sales

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

I have been dealing with BMW Oxford for 18 years and apart for the odd hiccup have been well satisfied. The service I received on my last visit was exemplary

Service

Car was not washed or valeted despite having it 24 hours. Service quote was £600 which included a vehicle check. When invoice given vehicle check was free and micro filter had been changed/added again after only 6 months of last one being changed.

Service

easy to book, friendly, prompt, phone call to let me know all ok. given current refurbishment doing a really great job. would have preferred to wait as only MOT - but recognise not possible

Service

Generally efficient

Service

MOT not available at the moment.

Service

First rate customer service from the staff, especially Adrian Earp from who this is the second car I have purchased.

Service

No problems at all despite extensive building work.

Service

Always exceed my expectations

Service

My service advisor told me that there had been an unforeseen accident during my vehicle's service. He ordered new part, arranged for a courtesy car and kept me fully informed of progress. He came with a solution.

Service

Had to wait quite a while to book in. Not really explained about refurb works and inconvenience. Seems to be more inconvenient for staff than me.

Service

Prompt completion of the job.

Service

On the whole, good customer service

Service

I was given a quote for a new tyre when I was overseas and was shocked to find I have paid £50 more than alternate tyre suppliers

Service

The lady who looked after me was efficient and friendly and did what she said. Courtesy car was good. However the building seems to be in constant re-modelling and no attempt to clean vehicle inside or out.

Service

straight forward in job done out

Service

Ali and Jenna really did go the extra mile when many would have simply said

Service

I left my car 8 am and got back 6 pm. No phone calls to inform me what's going on then I call the BMW and then I push them to get quicker. The high st. Garage is better than BMW

Service

Car fixed and update given

Service

Service was excellent and the advisor I dealt with MS Rowena Ali was especially so.

Service

I gave this answer because of the how much i was charged by the tyres and how the outsider mot failed the car which cost me more than i expected. The customer service in the waiting area and front desk is what gave the two stars.

Service

As before, no negatives. Gareth, the salesman who sold me my car, made a point of coming over to say hello when I collected following a service and accompanied me back to my car. Whenever I have contact with him, he always goes the extra mile.

Service

Friendly and efficient

Service

No fault was found yet previouse day it tò 10 attempts to start the car

Service

Neither impressed or disappointed

Service

All went as planned

Service

Car was not washed before being returned. Cost of engine oil was ridiculous. Staff were superb and collected/dropped off the car.

Service

No clear signage outside during the building works as to where to go for service. No clarity about who is dealing with service issues. Took 90 minutes to change 4 wheels. No car cleaning service available so I was given filthy wheels out of storage

Service

Excellent customer service by Jamie

Service

Construction work at the garage meant some regular services were not available- car wash and valet

Service

Second to none

Service

As above.... building work going on... was not mentioned at time of booking..

Service

My experience on day of Service was not good but I had 4 new tyres fitted and twice had to return to BMW because one tyre deflated. I then got better service from Adam who was efficient.

Service

We have had no complaints with North Oxford Garage for over 50 years and hold them in the highest regard. BMW is receiving bad publicity by reluctance to recall defective cars and introducing non essential electronics which are proving unreliable.

Service

Had to wait 4 weeks for an appointment and even then no courtesy car available. It took 3 visits and ultimately 6 weeks to fix the car and we were left without a car for some time.

Service

No car wash this time! Tut tut.

Service

Oil service price indicated when booking online, not the price charged. Car not washed. Slight disagreement , on previously discused pick up time.

Service

Took too long to book. Unable to clean car due to building works.

Service

Refer to previous answer

Service

Generally good. There was some mix up caused by the building works.

Service

Lucy kept me informed on progress throughout (you had to keep the car for a few days).

Service

Job completed

Service

Car was repaired although I had to rebook and organise my own transport in a faulty car as it couldn't be organised immediately.

Service

Friendly, efficient, knowledgable

Service

Always helpful especially Lucy

Service

Everything very good.

Service

Forecourt was in a shocking state. No parking / anywhere to leave car. Was told costs would be covered in service pack when booked the car in but then asked to pay when collecting the car. Fix on parking light worked for a few days then went wrong a

Service

Price as quoted and good service

Service

My car hadn't done many miles which bmw were confused about,Why it needed a service then they found out it was a pre reg which I was unaware of. told a day before my service that it wouldn't be washed because of renovations.which was part of my Plan

Service

Service was to the standard expected. The ongoing building refurbishment works made the waiting area less than ideal

Service

...

Service

Went the extra mile to collect my car for Service

Service

Just the annoying building work, and no free wash. 4. 8 still pretty good ;)

Service

Only one thing, they forgot to reset service reminder

Service

Staff very helpful and courteous

Service

They very kindly gave me a lift home and came to collect me when my car was ready as they did not have a courtesy car. The faults appear to have been rectified the same day which was great. Hopefully the faults will remain solved and not return.

Service

Not as good as it was - can't get my name right, mucked about when they could do car. Good people, but not what it was. Service itself was fine.

Service

As above. I had to call them all the time, never called back when they said they would, no excuse for simple mistakes like this.

Service

Looked after during my visit. Work completed within the time frame given

Service

Ok despite rebuilding

Service

See above. I hope this is just a problem with North Oxford BMW- if it's general, you should be worried.

Service

Kept me well informed. Usually put vehicle through car wash

Service

Due to the update work being done on the facility there was a lack of valet capability and some of the work had to be done off-site.

Service

As above

Service

The problem with my car was fixed faster then I thought it would take.

Service

Great customer interaction

Service

Kept informed of what was wrong with vehicle

Service

Thanks to Ben and the team who efficiently dealt with the sale. Thanks to the car team that sorted my issue within an hour

Service

BMW met all of my expectations as a quality car manufacturer and service centre

Service

Friendly helpful service from all at Oxford North.

Service

Superb customer service

Service

Very good service.

Service

Why do you disconnect the dash cam, I have to put the cable back in around the windscreen when it comes back, annoying.

Service

I needed a simple repair and left my car with BMW service with clear instructions to repair it asap. After a week my car has not been repaired by BMW. The AA got my car running in 10 minutes and repaired within one hour. I feel let down by BMW.

Service

Why not. Everything carried out as specified including MOT with video.

Service

WiFi wasn't working due to building work (this was resolved but still inconvenient). Tyres were replaced but pressures were not reinitialised so I got a warning light the first time I hit the motorway and had to stop to check pressures.

Service

Apart from the need to book so long ahead, everything was excellent.

Service

Because I was completely satisfied

Service

Even though I informed the dealership on the day of collection of the issues, and followed up a few days later with an email, when the car went in 2 wk later the parts weren't there and it took 2more wk to get parts to fix the car

Service

Always helpful and on time

Service

Make you feel a real valued customer and go out of their way to help. Special mention must go to Lucy Humphries. Having an allocated service co-ordinator has made a 100% improvement in my satisfaction with the NOG service experience.

Service

Very efficient and all work carried out on time

Service

Prompt , efficient friendly , again professional

Service

Work completed to a high standard and kept full up to date.

Service

I find all the staff at North Oxford very good and Friendly. I just feel let down by the amount of work not carried out as per BMW schedule due to the complexity of the vehicles nowadays it would appear technician only have time for a quick glance??

Service

What I expected

Service

On my last service I required 2 new tyres and the engineer failed to replace the locking nut which caused great inconvenience when subsequently went to replace more tyres.

Service

This is two stars down to the persistence and excellent support I received from my customer car representative. She was excellent and professional and did not say anything negative about BMW I could see that she was battling a failing system.

Service

Good customer relations from the guy who I delt with !

Service

Charming and professional

Service

Excellent service. Reminded of service date and up-dated throughout the day

Service

Door to door collection service and was kept up to date on progress from when the vehicle arrived to receiving a text message with a video inspection of my vehicle being undertaken

Service

Good Customer service and I like the video of the technician given me a summary of what he found in the car.

Service

It has taken 2 years to solve a problem but the garage staff have worked hard to put things right.

Service

The work was fine but had I known when I booked that my car wouldn't be ready until 5pm and wouldn't be started on until lunchtime I wouldn't have brought it in fo 9 am.

Service

The fault that I had specifically identified (low pressure on rear left hand tyre) was not dealt with, and I had to take the car back the following day

Service

Good team. Colin excellent.

Service

I was warmly greeted and my car was well cared for ! I had a personal service which was much appreciated . Thank you .

Service

I did have to bring the car back after the warranty work, but it was dealt with very well.

Service

You give a full report of any faults and provide recommendations regarding their importance

Service

We brought the car in without an appointment because of a problem; even though busy, the service team slotted the car into the schedule and without a couple of hours the car was ready for collection... amazing service and very much appreciated!

Service

Other than the issues identified above, I was satisfied with the service provided.

Service

Convenient while you wait service that was kept to agreed time schedule and agreed price

Service

Helped and kept informed superbly by service receptionist Rozeena Ali.

Service

Everything went fine.

Service

Because there's a warranty issue with the alloy wheels and you've refused to accept it, so I'm now having to take I dependant advice.

Service

My car is collected from my homeand taken for a service and returned the same day.

Service

Very good free wash and no pressure to buy anythinh

Service

I had arranged for my Car to be picked up from my home but unfortunately this was forgotten so I had to take it in and wait for the service to be completed

Service

Have to book a further appointment

Service

As described above, there were some issues with the sale, and rather more effort than I might expect with a BMW purchase was required to finally get them resolved.

Service

No quality control by the garage to assess that the tasks booked were completed before hand back of the vehicle.

Service

Despite having booked an appointment and having received text confirmation, Oxford knew nothing about my visit and were not expecting me.

Service

excellent service

Service

N Ox were able to collect and deliver the car from/to my home

Service

Excellent Customer Service, even when there was a "blip" in the booking system they rectified it immediately

Service

On time, exc service, no issues

Service

all points covered at all times

Service

Failure to follow through on a commitment.

Service

Adrian was fantastic. Knowledgable, friendly and genuine. The whole experience was great.

Sales

Alfie was brilliant during both the purchase and the handover of my car... even in the pouring rain!

Sales

The sales advisor Adrian Earp was excellent making the whole process seemless

Sales

As I mentioned previously the service from Adrian was excellent but the showroom didn't have much choice for me to look at

Sales

I cannot find a fault with my experience throughout the time I was at the BMW centre.

Sales

Josh knew when I was coming,was ready to do the hand over and explained everything to me, very patiently!

Sales

Delivered to house

Sales

Very satisfied as the sales person kept us informed throughout and was able to answer tall questions. The only disappointment was that the cat waited several days at the port before being shipped to England.

Sales

Nice people to do business with. Even had my car waiting outside the front entrance so I could review it prior to driving away. Very courteous and highly professional staff who took the trouble to explain some technical points.

Sales

As it has been for the last 2 plus years of dealing with this garage the service is excellent. The salesman Matt Eade dealt with me in a very courteous manor and other staff l had met previously helped to assist with my choice this time WELL DONE ALL

Sales

I couldn't believe how smooth it all went, how quick and completely professional my sales lady was (Lucy Johnson) also very friendly and hands on therough the whole process, any questions were answered immediately. 5 stars!!

Sales

All went fairly well really.

Sales

Having been told to pay by cheque it turns out that it takes 10 days to clear (to but in monthly sales figures?), offered to put in my bank so I could switch it in 3 days time. So pick up of new car has been delayed by 1 week. Disappointed!!!

Sales

Joshua Paul provided amazing service and went the extra mile to ensure I was completely satisfied.

Sales

Good customer service

Sales

All steps of the process were very well managed, from our first visit to the Centre to the close of the deal

Sales

Really easy, helpful people. The genius Hayden (I think), was so friendly and helpful. A real asset to you and added value. The environment is pretty uninspiring (I know it's being refurbed) but similar to what I'd imagine from the likes of Ford.

Sales

Adrian has been the perfect salesman from start to finish as he's a big part of what this is my second BMW which may turn into a 3rd. A friend who bought an M4 from him also said they would buy another one from him.

Sales

North Oxford and the salesman, Josh, have been excellent

Sales

Bunch of nice people and great after care always happy to help with all the questions I had. Very professional and nice with it

Sales

Very easy process

Sales

Product representative was 100% professional, helpful and knowledgeable

Sales

Lucy went through everything with us so we knew how to adapt to the new car and was happy to answer a of our questions.

Sales

I had a good experience. Enjoyed being with both Adrian andHaydn. Haydn showed me great patience and kindness in the test drive given my first driving experience with an automatic. Very much appreciated and I bought the car! ??

Sales

All was great from the service angle

Sales

All good and well planned.

Sales

Everything just worked!

Sales

The process was so easy and I was kept informed with progress throughout the transaction.

Sales

I am always well treated by sales, service and management alike.

Sales

Sales staff kept me update about purchasing progress regularly. On hand over day, he explained every function of car and answered every question I had.

Sales

I don't think the salesperson was very good at explaining all the features of the car there should be a more in-depth programe

Sales

Good service from start to finish - I have purchased many BMW cars & motorcycles from this dealership and always had great service.

Sales

My experience of purchasing my new BMW was excellent right from arranging a test drive to collecting my new car. It could not have been better and Simon Clinch kept me informed throughout the process and was extremely helpful. Perfect.