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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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Was not aware that the car was eight months old when I bought it (for the purpose of servicing), so my first '20,000 mile service' became due at about 11 or 12,000 miles. Very disappointing.
I was very satisfied
Dealt with pleasantly and efficiently
I have made a request/complaint re problems with my brakes on my M2...still awaiting a response
Knowing that the gearbox issue wasn't sorted under warranty first time and then being charged to do exactly the same work again was very disappointing. Also knowing that the issue still exists and will return is incredibly frustrating.
We arrived 45 minutes early and we were seen and dealt with within 5 minutes
I believe it's a condition of the HP agreement to come back to BMW for servicing. It was overpriced by around 45% and it didn't even get the free car clean that others seemed to get!
Efficient and polite staff. Good service and good quality courtesy car.
Great service and support
Everything was organised and completed on time. I asked for a courtesy manual car and was duly obliged.
Excellent service. Booked my car in for a checkup and supplied a sore car swiftly.
Greeted well and the team ensured I was seen quickly to book the car in.
I was told that you would have my car, for a fairly basic inspection and brake fluid change, from 8.30-10.00. I had other commitments. I had to
Very pleased with service and friendly helpful attitude - full marks when new facility operational
Got me back on the road with minimal fuss and in a couple of hours.
Pricing for 4 new tyres was £300 more expensive than online. Ridiculous over pricing. However, replacing brake pads and discs was evenly priced to a BMW specialist.
just joined North Oxford. So far service has been very good
Lucy explained everything very clearly and answered my questions knowledgeably. The car is running beautifully.
My needs were met cost effectively. It took longer than hoped but his was down to a sensor needed to be ordered in.
Under promised, over-delivered
Exactly the quoted price, video clip describing what was done, plus a very clear personal explanation from the agent, and even a voucher for a future car valeting because of the works underway.
Why not, excellent service, excellent people always willing to help........first class
Because they are very helpful and plight.
During the service a fault was located with the air conditioner and a survey showed a replacement was needed. Job done quickly without fuss
nobody contacted me about parts I want to order
I was told the Tyre could be changed around 8.30 - I left at 10.00
Same reason as stated previously.
They helped, were courteous throughout. Called to remind and helped on day brilliantly even when faced with a dealership rebuild.
I have had a fault with one of my BMW's for over 6 months which was introduced by a so called software upgrade but has resulted in a loss of functionality! BMW have written to me to advise that this fault is a know issue and is in the process
everything carried out as promised
However please be aware that it was your Mini site at Long Hanborough who kindly acted very quickly to resolve my fault which was very impressive as I just turned up after my car went into reduced power mode on my way home on the M40
The level of care used on my car was excellent, and thank you to Jonny good the service manager for taking the time to come and explain everything to me. In my eyes he has gone above and beyond.
People were very friendly; despite the refurbishment works, the waiting area was comfortable with coffee available. The work was completed in good time, along with a thorough check of the car.
We were not told until the morning we brought the car in for inspection that, if a fault was found, you might need to keep the car until the following day. This caused some inconvenience which could have been avoided if we had been warned in advance.
Didn't clean the car. I asked to look at changing the cracked seat badges and they never got back to me. I would expect a courtesy car or pick up for a £1200 service.
All well.friendly staff
fixed the issues
From the moment Rozeena Ali took my keys, she was very professional in that she was continually calling me with updates throughout the day and was courteous and very knowledgeable as well.
Despite the wheels being balanced noises, though slightly different, are still apparent. More investigation is required. Apparently, no rolling road available as major refurbishment work is currently underway at North Oxford Garage.
Especially given all of the disruption due to all of the building work that is ongoing
although a busy environment very helpfull staff
Service completed within specified time
Service was completed quickly and efficiently
The scheduled service was carried out satisfactorily, but there is an unresolved problem with the covers to the front seat runners. I was told that new covers would be ordered, but I haven't received any communication since.
Car was returned for a reversing camera fault - proven by a video showing the fault. Car returned no fault found - within a day or two the car is once again showing the same fault.
I was a little disappointed that my car was not washed and hoovered but I understood that this was because of the building works. Hopefully all customers will receive a free wash and hoover at a later stage.
Very helpful throughout, from calling to book my car in to taking it home afterwards
Quality of service overall, would have been five if the origins work on my tail gate catch had bern successful first time round and not necessitated a further visit
Because it is true - not only for the reasons given above but also because your staff are always helpful and courteous.
Car collected and returned for service. Shame there is no car washing for customers at present.
For the amount I paid for my service I would expect to have my car washed when it was returned. It wasn't and that was very disappointing
Issues understood and resolved
The Appointment was booked online - no call prior to the appointment was received. When entering i was advised that there should have been a call, there was a possibility i may have to leave the car.
Great staff in and out with in an hour job compleat
Problem resolved and good communication from Rozeena.
All arrangements were easy and efficient. The only problem was that my key was lost as the pin number for the key fob was not working. This meant a delay in returning my car to me, however the issue was well managed.
No problems booking service; work required was done quickly and very timely contact to collect car. This despite major renovation project at dealership.
The guys were very helpful
Despite the obvious difficult conditions due to building work, staff managed to give a friendly and very efficient speedy service.
They tried to help with all my issues and carried out the service well. Looked after during the wait.
Efficient staff. Showroom looks awful and I'm sure a better temporary set up could be achieved- even if you just added some modesty screens. That said - it's not the staffs fault.
Service and attention provided by Matt Foley was outstanding - excellent customer skills.
Good job done - and care taken with my new car
Excellent considering all the building work, once all done will be a full mark. Shame you can't manage the vehicle cleaning still as its not the same but not a complaint
They got the new part that day and fitted it. They ran me home and arranged to collect me the next morning to take me back to the garage to collect the car.
Was due to recall! And didn't even get A clean a valeted car back
Current refurbishment was the only downside, however that was understood and known about in advance
Prompt, Efficient and courteous
Continuous communication, flexibility and actions above and beyond
Excellent 1:1 service from James Young. Fitted my car in quickly for it's recall work. Super communication - checking the day before if I was still attending Good communication on the day whilst I was working at the hotel across the road
Car wash not available. Although dash indicated low tyre pressure nothing was done to the tyre.
Could not ask for more. Delighted with courtesy car which was very helpful. Thank you again ( I never award 5 stars or completely satisfied for anything unless it is truly exceptional).
Service with a smile! Thanks to Jenna
Friendly staff. Helpful and taking time to explain about my car.
Lucy Johnson was outstanding; keeping me informed of the delivery progress right through your the process. She is very efficient and very professional.
The staff are smartly dressed, knowledgeable and friendly. They allow time for questions and try very hard to sort out the best for their customer
I was told 2 hours but it was over 3" .i was given no info about how the car was and it was returned to me dirty.
Unfortunately the car wash was out of use; it is always nice to have the car washed and hoovered before return.
Same than above comments
Never again, also when my lease car finishes I will go somewhere so I am treated like a customer
Everything was straightforward without any issues
Efficient and friendly service.
Looked after efficiently
I was told I needed 2new tyres 'approx £300 shall we go ahead now'. I declined and had the tyres fitted elsewhere with a saving of £100 so I should have been advised I could go elsewhere and it would probably be less expensive.
Job started on time,service complete within the 1.5 hours as informed when booking the job in
Great all round! But still can be a wait for calls to be answered as said in survey in jan 19
They reviewed the car thoroughly and identified the problem.
Quick and informative
It would have been higher but the current works being undertaken meant it was hard to give top marks
They did a great job but the BMW part failed so i have book a return visit.
No problems or issues so far
The car did take some time to be ready and could have been cleaned/detailed much better. The sales person I dealt with was not in day of collecting and the Hand over could have been better
For the reasons outlined in my previous answer, I do not feel that BMW provided me with a high quality service.
There was a problem with our 5 series but they acted quickly and efficiently keeping us informed of progress.
The car belongs to my wife who requested a courtesy wash, which because of the work being carried out I was unable to satisfy this request.
My previous dealer provided a complimentary wash and vac.
I feel I can trust them
Only the cost detracted from the experience, this despite the dealer undergoing an extensive showroom rework.
Again, the service is excellent!
Experience from booking to completion of work was a good one. Straightforward.
Service completed on time, no issues, kept informed
Relatively quick and allowed me to use my laptop for work whilst my service was being done. Video was helpful
5 star service
The quality and maturity of the service receptionists has dropped drastically. Colin remains and is excellent. Chris the Master Tech is superb.. I expect my car to be returned to me clean not to have to go and find it blocked in their car park
Battery related issue with the car on day of collection. Returned the car a week later, and i was carless for a week. No work done on the car. Took another week without my car, just to replace a battery.
Good service in spite of the current major refurbishment
No car wash available
Due to the refurb work the MOT was actually done off site. I'd had an email with a MOT discount, but could only use that if I took the car to North Oxford, for someone else to then drive it back to Kidlington to have the MOT done. Quite Odd.
Car service done , and finished on time
I have been a customer for 15yrs and I give loyalty when it is deserved
LUCY HAS BEEN DEALING WITH THE PURCHASE OF MY NEW CAR FOR ME, AND SINCE PLACING THE ORDER IN MARCH SHE HAS KEPT ME REGULARLY UPDATED, AND NOTHING HAS BEEN TOO MUCH TROUBLE FOR HER. IT WAS A PLEASURE WORKING WITH HER TOWARDS THE DELIVERY OF MY CAR
Did everything that was on the tin
Arrangements worked as well as we could reasonably expect, particularly within your re-development programme.
Very easy to get car serviced and they adjusted timing to make things easy for me
everything was done as agreed and car was available on time
Apparently my car had done '7' miles over the mileage allowance, which meant that would have to pay for the full service - I was really annoyed about this, due to a number of reasons - but not enough character space to advise why!
A good service experience, efficient and well managed.
Having booked a service and MOT at least 4 weeks in advance I had to make the call the day before the service was due to ensure everything was ok and to ask what time the car would be picked up. I was told someone would call me back - they didn't.
every thing went smoothly
Agreeing the sale was relaxed and friendly (a pressurised environment was not created) and then pre-delivery to post-delivery service has been excellent (incl. frequent calls to ensure all was ok)
But you should supply the car with a full tank of fuel.
let down by reluctance of the accounts department to return my deposit promptly, after quite a few promps from me . As usual, take my depoist in a few moments, slow in returning. Just no excuse so do not even try..
Sales experience was excellent and provided by skilled and helpful team, who were able to answer all questions and find the right car for me and my family.
Joshua Paul was an excellent salesman
Went through everything on the car, and helped me set everything up.
The only problem I had was the in car camera ACE2.0 where we had a technical problem and the team were baffled of what was wrong as this is a new product- however the technical problem was soon resolved. Everything else was absolutely fine
Everything went as smoothly as possible. Again, Lucy Johnson in particular deserves credit for facilitating this process.
Joshua took great care despite the centre undergoing renovation.
Straight forward and no hassles
Brilliant service from Simon Faulkner barratt and Gareth Crosby
Everything was very smooth.
The sales team were very good and found me the car I wanted very quickly and and were good at responding to email queries .
Some aspects were good. The sales consultant at handover took the time to ensure we were familiar with all the controls and accessories on the vehicle which was good. But the overall experience was somewhat negative.
Lucy Johnson was friendly and helpful, and kept us informed as to the progress of the car right through the process. well done Lucy.
Chris Bidwell did a first class job at all times during the purchase of my new car.
Joshua was excellent.