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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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They were able to bring forward my booking for a service when a fault occurred.
Booked in on time. Quick service. Somewhere to work whilst car was being serviced.
There is little more you could have done to improve anything.
Paid £400+ for service and didn't get a valet or wash.
Your parts department ordered the wrong part and so I wasted half a day NOT having my car repaired and having to lose my car for another day assuming the parts department can order the correct part.
Usually curtious and efficient
Very good communication and service
Hopefully once renovations work is complete, customer waiting facilities would live up to BMW standards likewise car valeting service
Quick thorough service.
Very good service.
- In hindsight the the end of warranty check could have been an opportunity to give advice on extending the warranty. - I was very grateful of the courtesy car given. - The manager was extremely professional and empathetic in his approach
No waiting for an appointment and hassle free, friendly service.
Everything worked out well
Over 10 min wait to sing in my car. Then told it was due a recall for engine programming that would take minimum 2 hours, I was tight on time that day with a meeting to attend and a flight to catch. I should have been told in advance, unacceptable.
Because I was completely satisfied........
I email the garage to ask why my dash camera was disconnected and pushed out off the way. Got a reply very short then when I send another email that did not even reply.
Professional service. The garage forgot to update my service log in the vehicle so will have to drop by to get that updated.
Friendly and courteous staff!
Although satisfied with the service my manual handbook is missing . The manuals were both in the dashboard compartment but BMW staff deny using them or even open the compartment. Now I do not manuals ??
No fuss looked after me
A comfortable wait for my car to have a wheel change and helpful service.
The high quality of service from front line staff to the technicians.
All good, no issues.
There was a bit of a mix-up in reception as I arrived 15 minutes early. I thuoght the receptionist had informed the service team, but apparently not the right person.
See response to BMW UK survey.
Service was not done correctly
Very happy with the service but a shame the cat wasn't cleaned !
Fluid check took nearly 3 hours
Good service across the board. Disruption of renovation and no car washing brings it down from Completely Satisfied
Mot took longer than normal because of garage refurb
Collect and return service for MOT was excellent - car returned late on a Friday after regular updates - so it was available for the weekend
Excellent service , Laura was yet again outstanding , she and the rest of the team always look after us and work is carried out as per quote and on time . Loan of hire car always a great touch again rivalling competitors
Not washed or cleaned for 2nd time in a row
Prompt and efficient service
I was disappointed to see that, after I had to change two tyres, the pressure of the tyres was not checked and, once I did it on my own, I found that it was not optimised and not balanced across the 4 tyres
I have used North Oxford Garage for the past 20 years and cannot fault them.
Genrally a positive experience but unfortunately on warranty issue not satisfactorily resolved
Very satisfied, despite the MOT not being carried out by the dealer and no cleaning of the car, because the service area at North Oxford is being rebuilt.
all good, although the car is now saying I need a service in January 2020 or 3000 miles time, which is strange
Service department is excellent the lad that deals with me always the best
FRIENDLY CUSTOMER SERVICE TEAM
Appointment made in good time an seen promptly.
Nothing else to say
Despite the major building work going on the service and reception were as efficient and friendly as ever.
Always welcoming, punctual and great service from Colin Osborn
Comfortable waiting area, nice service advisor, but it took too long and two inconvenient visits to solve a pre-identified tyre pressure sensor problem, under warranty. The quotes for new tyre, brake fluid, brake pads were too high.
I always find the staff very helpful
The car is back and sorted out with professionalism, so well done and thank you!!
The work carried out on my B M W is without question and of a very high professional standard.
The car has been in for the same repair multiple times now and it is hard work dealer with this franchise
Very efficient service and a very well run company.
The sunroof is still noisy, ie creaking when car cold.
Friendly, efficient service.
it was a recall. The garage did not have the parts but would order them only if they were needed thereby necessitating another visit. Works were being carried out in the garage making the waiting area cold and uncomfortable. The car was not wsshed.
Very good generally
The issue was not fixed and it has had to go back into the garage to be corrected
just brilliant service, love the video of the checks being done
Quick and friendly
All went as agreed.
Everything from my arrival to my departure was handled promptly and courteously resulting in an expeditious service for my car.
Excellent but can be difficult to arrange things by telephone.
Cost of work. I had to get the job done quickly but could d out later the cost of pads from Eutroparts and the work elsewhere and it was over £200 cheaper. All my seat settings had been changed by the driver who I presume had to test my brake pads.
Excellent professional service
Recall letter says 2 hrs work....Garage when booking tells me 1 day....When I arrive, told if it needs work, they may have to order parts so couple of extra days. Then gave me car and tried to put a £750 excess on it. Thank you for put it down to £50
The vehicle health check on my car was carried out satisfactorily, but I was surprised that it did not include an assessment of my tyre pressures, which proved to be below the correct readings. However, this was corrected on the following day.
Because the team are always very helpful and polite.
The free health check is both useful and reassuring and the video gets under the car where I usually do not venture not being an expert!
The staff are always courteous and all work carried out in a timely manner.
I had a bit of an issue with a part falling shortly before my MOT and they didn't have this part in stock on the day; I was quoted £19 for a bulb and £12 for the delivery of the bulb to the store and then £38 fitting which is frankly absurd.
I have known Laura for a long time and she always goes out of her way to help me. As always she was perfect with her colleague Jamie. Booking process / availability , speed of service and courtesy car all perfect. Reinforces why I have BMW's
There seems to be a trend of upselling tyres. Twice I have been informed I need new tyres when they have been perfectly serviceable, nearly new in one case. The price I was quoted was 60 - 70% more than well known tyre dealers.
Would have liked a basic car clean but it was explained in advance why this was not possible at present during building works
I got a good deal and I was treated very well by Duncan Mew and Chris Bidwell. They bent over backwards to help me.
Completed the task in less time than they promised. Staff were very helpful. Waiting area was warm with plenty of coffee
This would have been 5 stars if my seat hadn't been adjusted so much (as it always is!). The steering wheel height, seat angle, seat position, backrest angle and seat height had all been adjusted!!! It takes ages to get it right - is this necessary?!
The problem with the brakes was sorted out, but it shouldn't have been necessary to bring the car back for investigation a second time. I felt the warped back discs should have been detected on my previous visit.
Attentive and friendly service with timely messages. Lucy Humphries was a very good service advisor managing the process very well.
Last minute rearrangements necessary for scheduling work on 2 cars that day to be sequential rather than in parallel. Handled very efficiently on the day by James. There was a lack of response the day before however, - see next answer.
Waiting area freezing cold. No heater offered. No hot water bottle or blanket offered. Staff now how cold it is but disregard doing anything at all about it for the customers. While staff have under desk heaters, coats, blankets and hot water bottles
Everything was resolved in a prompt and competent way
I was dealt with quickly, fitted in much faster than expected and the price was not as bad as I might have expected.
Generally very reliable with good attention to detail and paperwork.
As listed above
Colin did a great deal to make sure I was happy with the service carried out. Only thing I was slightly unsure about was to why tyre pressures were not checked? This is something I can easily do as I work with vehicles but just some feedback.
Looking forward to the site redevelopment to be completed. Looks as though it will be worth waiting for!
My service consultant, Jenna, was really good. She probably couldn't have talked to me about the ins and outs of my problem but that didn't matter. She sorted me out efficiently!
No one answers the phone. People don't call you back. Then you are told that things can be fixed at the time of your service and when you come in for the service they say oh no we can't do that you'll have to bring the car back.
always a great service and such friendly helpful staff
My choice to spend the extra, and the service was good.
Jamie Young was extremely helpful in helping resolve our issue and find the best outcome for us.
Colin was excellent
The service was excellent. Unfortunately the issue with my car took several visits to completely sort the problem.
Exceptionally helpful service agent
From start to finish the work was done quickly and very efficiently
Despite building work very efficient
The video of the health check is a great idea and gives a very clear picture of the state of the vehicle.
Excellent service, very helpful, friendly staff
love the video, the way staff make me welcome and listen to my questions makes me feel valued
never had a problem that has not been sorted
My car was in for a safety recall. I asked the service receptionist about also updating the satnav and was told this was free because the car is less than 5 years old. On arrival I was advised it would cost £40-80.
Always deliver highest quality service
I have always received a warm welcome at BMW North Oxford and found service advisors to be friendly and courteous. Due to ongoing refurbishment at the dealership, the environment seemed slightly disorganised and there was no wash or valet facility.
Intermittent suspension issue taken seriously and practical advice given
Lucy Humphries was excellent- thank you very much Lucy
Great service from the service person
Professional and efficient
The service manager who looked after me was very polite and helpful. However, on my way home following my winter tyre swap a tyre pressure warning came on, all the pressures were different. I went straight to BMW HW who reset the pressures for me.
Very satisfied although issue with car is not completely resolved
See above. After second visit car returned with sensor operation worse and misleading warning on dash.
Initial contact with reception was very poor had to call to speak to the manager just to get it sorted out. After that service is excellent
Service was arranged at short notice with no fuss and carried out exactly as expected in good time. Service report very useful.
I have asked before - and I will ask AGAIN, if you feel it necessary to unplug a customers dashcam unit - then PLEASE plug it back in. After a near miss in my car a week after the service I went to review the footage & found the camera undone.
We returned earlier than expected
The only issue has to do with the air pressure of the new tyres they you installed. They were all over the map -- the rear tires were set to 40 psi and 29 psi. Nobody bothered to check and adjust the pressure, which is surprising,
the waiting area is cold ,no facility to clean the car due to alterations and a voucher for a car wash next year was not very helpful.
one hour before work started - obviously building works are an issue
It was quick and found issues I didn't know about.
Additional service items needed not shown in Service Indicator increasing cost from £350 to >£700. Service delayed by 1.5hrs due to No stock of air-filter! Small discount given.
The person that scheduled my car servicein did not book a loan car or for MOT even though this was specifically requested
Far too expensive for what was basically an oil and filter change taking two hours.
It was faultless
The quality, manners and attentive of the service representative
The car had a cracked rear alloy . A call told me the alloy was in , so I agreed a day . When I went the alloy had not arrived / could not be found. When the alloy did come in the wheel was replaced , but the tyre inflated to 2.6 bar .
MOT and service were carried out as requested, but living out of the area I had to make two trips to deliver and collect my car the following day.
I would like to get back the travel charger they found rattling in my car...
last week's visit was fine. Yesterday's visit was a failure. The booked work could not be completed even though the booking had been made in good faith.
Just seems really frustrating that the brake fluid had to be replaced, when I only had the service about a month ago - explained was done of mileage, but seems like it's just a way of making money!
Recall booked within a day. Car serviced on time. Problem resolved
No problems at all
Service done to my satisfactionStaff
Car was picked up, the work done, and delivered back as agreed.
The service staff could not have been more supportive at a very difficult time for me with my husband unexpectedly in hospital. Jenna, Colin and Jamie should be particularly congratulated. It is still difficult during the building work.
All work was completed on time and I was kept up to date with progress by Roseena
All work completed to a high standard
Quick service all on time
All good apart from answers to Q1
All staffs are very kind, and gave me professional suggestions.
Excellent. Would have been nice to have the car cleaned but we knew this was not possible with the ongoing rebuild.
I eventually got what I need done after several attempts.
I was greeted by a member of there team immediately on arrival and directed to Colin my service adviser, I waited for my car and Colin got my car through the workshop in a timely fashion very happy with service, would use them again.
I asked to get it done as quickly as possible which you delivered on. Thanks
Prompt, helpful and quickly done, despite works going on at dealership.
I am quite happy with work you do
Unaware of courtesy car lead me to leave the car with them, they couldn't repair previously diagnosed amplifier in week one so returned it without washing it so I could use on the middle weekend, only for them to collect it on monday to complete
Would have been top rating however the car was not fix when I went to collect it, so I'm the pouring rain had to transport all the things from the car ie the kids, kids seats all 4of us.
Details of the service were made clear when dropping the car off. Video of the vehicle inspection is a great idea and really appreciate hearing the views of the technician handling the service. Friendly and efficient staff.
All that was required was provided and in a pleasant manner
Although the dealership was being redeveloped I'm sure that the new facility will provide an excellent customer experience.
As above. All good throughout the whole process.
Very professional and helpful advice
Everything was delivered on time
The sales manager who dealt with me (Haydn Clarke) was extremely patient and professional despite the fact the I changed my mind several times about the options. He was pleasant, helpful and professional and I trusted him a 100%.
Friendly and effective service
Only four stars because the showrooms are being completely refurbished with a lot of building work going on.
Couldn't fault the process. Information provided to me was concise and accurate. All timeline information was realistic.
No showroom at the moment and outdoor toilets - not ideal in winter. My car was not ready at the appointed time.
Lucy Johnson at North Oxford BMW was excellent.
Received a great service
Joshua helped me with so much. I just moved to the UK and got a car for the first time. He made sure he took his time to help me out with any questions
Customer service excellent. However new car interior slightly damaged by valet team using sandpaper instead of micro fibre clothes. Scratches on the interior so replacement parts ordered.
The sales guys we deal with at North Oxford are excellent in every way - that's why we do and would only buy cars from them.
What I have become accustomed to, now have purchased nine vehicles from North Oxford over the last nine years for both business and personal use
Very satisfied. One thing to note, the centre was in a process of renovation, thus the delivery experience was just not applicable
Joshua Paul was very helpful
Joshua was exceptionally professional and friendly throughout and was a pleasure to deal with.
As above, nothing too much trouble for Adrian Earp, very customer oriented
Issues happened but they were rectified successfully
Everything went very smoothly. I was kept informed at all times.
Salesman went out of his way to make the delivery of the vehicle happen.
Sales guy did his best (Simon Clinch) paper work and process long winded
The salesman was excellent throughout the whole process and was adaptable to my needs as I was going to be on holiday when the car arrived at the dealers.