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About North Oxford

Thank you for visiting us. Our BMW centre is now fully and safely re-open for all your BMW needs.

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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

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.

My car was due a safety recall and from first contact the experience was excellent. Collection and delivery was arranged and i was kept up to date with text and phone calls.

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Work was completed as expected.

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Really polite and proactive team.

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Good service from Colin.

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Efficient

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From being greeted to collecting my car it all went smoothly

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Good Service Customer Focused

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Excellent service, friendly team and kept me updated

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No issues

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Pleasant and informed personnel

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North Oxford Garage has always provided very honest and the very best service. Always reliable and very professional, exactly what you expect from BMW and more. Thank you.

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see above, very helpful service assistant Mat

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Never left wondering who we were seeing or "Whats happening?"

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Colin and the rest of the team were really helpful, friendly and kind

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All went smoothly, good customer service

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Fantastic service able to book at short notice and get the car back asap to enable me to continue to work

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Waiting area was relaxing and I was kept informed of progress on my vehicle.

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From reception to leaving. High standard of looking after the customer.

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I was very well attended to

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Service went like clockwork

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Excellent service, collected my car from home, no fuss, work completed, car cleaned and returned as expected

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Good experience

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Work done while I waited.

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I had a recall , so dropped car off on a Saturday and was asked to collect car before one as they were closing , unfortunately I got stuck in traffic with my daughter and was a few minutes late , the lady dealing with me was lovely

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Good service

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Job was completed on time.

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I was kept informed and updated on progress / decisions by the service manager (Carly)

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I was well looked after, but there was some delay getting my car returned by BMW Assist (not the fault of the N Oxford garage, who did everything they could to help. Thank you, Colin.

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The car was ready on time, cleaned and the price was exactly as quoted. So nice to be treated so nicely by the friendly, proffessional staff. Coffee is great too!

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Great customer care and excellent communication.

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Carly Beaver was excellent and really helped to get my problem resolved. She went the extra mile to try and get a contribution for the work from BMW as my car did not have high mileage which is hugely appreciated.

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Customer satisfaction and keep the customer informed is paramount.

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Everything went to plan time wise

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All good!

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Friendly and helpful staff.

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Perfect to have the car picked up and delivered. Service prompt and easy.

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Work completed very efficiently and was on my way within 75 mins of checking in

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As above, also facilities that you have in Oxford proved to make it a quite pleasurable experience, your staff are also very helpful and informative.

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Easy to speak with the service personnel

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did everything that was needed and very polite

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They fixed the issue of my car very professional and reasonable price.

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Overall amazing experience

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Car came back with everything done

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Very good experience, quiet waiting area with reliable WiFi, informed staff who know what they're talking about.

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Prompt and efficient

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The service representative was friendly and familiar with what I wanted done and pointed out that the back brakes that I asked for were not due to be changed although I had them changed anyway. I was given a car to use and my car was cleaned.

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A very professional all round service.

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Again everything went well

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I assume the recall issue was fixed. The car came back looking super clean and the "health check" was reassuring. Information given for the next services really useful too

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Always helpful and thriving for customers satisfaction.

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My car was part of a BMW recall. It was estimated the solution would take 2-3 hours, but due to unforeseen issues, my car was with North Oxford Motors for 6 days. Luke always kept me up to date and his calm manner negated any anger I might have had.

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On all occasions all of the staff that I had spoken to were friendly, very professional and went out of their way to help. I have been very impressed with the service that I have received, especially from Carly.

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The service was really outstanding, very good people to deal with. When people do their jobs as well as this it is a pleasure to do business.

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Happy with the hole experience

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The service was done quickly and I was able to work in a quiet area, I also was able to discuss other relevant things with the staff there.

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They even offered to clean my car and that's a surprise !!

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Excellent service

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Perfect every time. Nothing I could think to improve on. You're always kept well informed and staff are competent/knowledgeable and go above and beyond. Very refreshing!

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Service carried out quicker than first indicated.

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No problems

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Really easy to just drop off my car in the morning and pick it up later on in the afternoon. No hassle

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It eas a recall and the work was done quickly and effectively.

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Quickly booked in, diagnosis and fix was straightforward, and the cost was very fair. Customer liaison was polite and courteous, which has almost always been the case.

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Same as first answer Kept informed and friendly

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Everything was well organised and went to plan.

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Great service

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Good service, well looked after whilst I was there, and everything done within time window agreed.

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Close and convenient

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Dealt with quickly and although I was going to collect the car that day there was no problem with leaving it over night due to a last minute change by myself. Informed of the mot pass that afternoon and car cleaned ready for collection.

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Pleasant informative staff. Very comfortable and calm waiting environment, especially given the challenges presented by the current COVID restrictions

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Easy to book, and book in, short waiting times. The service agent, Matthew Foley provided very very high levels of service!

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From the moment I reported that our vehicle had broken down the associates at North Oxford did everything they could to ensure we were OK, and that the vehicle was fixed in a timely manner. I couldn't have asked for more.

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All the car issues were dealt with efficiently, and a courtesy car was made available which was new to me. Mercedes didn't offer this level of service

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Very high standard of service I had been provided by North Oxford Garage Ltd.

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Very pain free experience. Taken through all stages of the service. What I'd actually booked and any potential problems that might be encountered. Refreshments in service centre. Car washed.

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Everything happened as planned.

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Friendly staff

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I was offered comprehensive service while recall was carried out, friendly staff. Will come back for regular service.

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Very little delay seeing staff, very courteous staff and service carried out as it should. Car and Alloy wheels cleaned better than usual

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On the day my service needs were completely satisfied within the time that had been specified for the job. Everyone I dealt with was polite, friendly, and provided whatever information I needed.

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well looked after

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No hitches: very straightforward

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I was able to speak directly by telephone with the engineer, Vince, who was fitting four new tyres. He was patient, courteous and helpful. He completed the work in good time for me ahead of c.200 miles of safe travel on the M25.

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Very good.

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The team are always very welcoming, very accommodating and I always enjoy my visits.

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The lady I spoke to for booking my service, amanda I believe was a credit to the business, so informative and helpful. An absolute pleasure. On the day the facility at Oxford, now refreshed is a pleasure. I was surprised the interior was not cleaned

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Your transformation is great, pleasant environment and helpful staff. (Good coffee...no biscuits!)

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Problem sorted efficiently.

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Rozeena and the Tec David Hook were amazing.

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Courteous friendly staff, and my car was ready when they said it would be. It was only in for brake service!

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Professional and friendly service from Luke Stains

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Friendly, honest and thorough

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Consistency of good service from over the phone to face to face throughout all departments be that sales, service and after sales.

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Quality service

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Courtesy car given at the last minute with no rush to return it the following day.

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Introduced to Colin at Service Reception. Could not fault - 5*

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Very satisfied, Jodie was really friendly and it was very easy to drop my car off and pick it up later in the day.

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Great service, mot competed within timeframe advised.

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Colin Osborne always does an outstanding job.

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Hire car available Helpful staff Proper caution taken for Covid Helped reduce total cost for a significant replacement 9art

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No issues

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The staff were friendly and courteous. I always use North Oxford Garage as I trust them implicitly.

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Excellant customer services staff (Jodie)

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Through and the video feedback is an excellent part of this

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Great service and quality

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The service was performed quickly and my vehicle was returned on time

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efficient service & no charge

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As my wife is currently unable to drive, they agreed to collect the car rather than have me wait. They also contacted me during repair to advise that a major service was due within a week and offered me the chance to have it done, rather than rebook

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My car was serviced in a timely manner and I was kept updated through out the process but the Service Team.

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Staff very efficient and friendly and answered all my questions. Waiting area very friendly with beverages supplied which is great when your waiting whilst the service is done

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Fixed the problem with the car efficiently.

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My car was fixed swiftly and alot of help waas given in getting the car to the dealer. Additionally they provided discount on the parts.

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Pleased. Pandemic restrictions meant services provided not to the extent in normal times. I understand this is out of your control and appreciate fine efforts of all the staff.

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All work was done as expected, without any issues in a timely manner.

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Excellent

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Car was collected and dropped back as promised.

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Problem was promptly identified and rectified

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Service advisor very good

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Great Service. Nice People.

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Fast, efficient, fiedly service

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Very happy with Jody who looked after me

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No issu

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Good customer care

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Just great all round.

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The Centre at North Oxford offers a superb experience all round: the team are accommodating, kind, prompt, and incredibly knowledgeable. Jodie Krumins is infinitely helpful and the service department maintain a seamlessly efficient operation.

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Excellent service

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Rozeena Ali was very helpful and a credit to the team

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I arrived without prior warning, was seen immediately by Colin and was booked in there and then. He was (always is) courteous, competent and helpful. He listens and gives clear advice and answers. Ahigh class act.

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Parts were ordered in advance of visiting and further parts ordered and delivered the same day while I waited

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Seen by Service Rep immediately / clear communications / good customer area / prompt completion of work. Only downside - car called back due to contaminated AdBlue!!

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Good service from BMW staff, trust in brand

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My car was ready when I returned in the evening. I did not have to wait to be seen, explanation of work carried out was clear and final bill less than had been indicated in the morning!! I was taken to my car, which had been cleaned.

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I thought it was an expensive fix. Having reported a speaker wasn't working it felt odd to pay for an investigation. It is at least transparent and better than being charged the full amount which no info on how that breaks-down.

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Discount, communication, cleanliness.

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My sales person, Michael Smith, was a pleasure to deal with. He took the time and trouble to explain everything and gave sound advice. He kept me informed at all times of what was happening. Excellent hand over, no fuss, no problems.

Sales

All questions were answered, all problems resolved and all very efficient without feeling rushed.

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Very efficient

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Excellent

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I am always extremely well looked after.

Sales

Introduced to Joshua Paul only 2 weeks before delivery of my new car. It all went perfectly via the Internet. A very recommended BMW representative.

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Professional , courteous, efficient and organised service

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The car was delivered when I said I wanted it.

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The whole process from selecting a vehicle to the collection of the new vehicle was organised in a way that ran smoothly. The offer of support with any queries I had after collecting the vehicle gave confidence that if help was there if I needed it.

Sales

My only problem is getting to grips with some of the technology around park assist and I am confident of getting help with that

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Everything went as well as it could have and there were no issues.

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Very satisfied, this is my second BMW from North Oxford and I can't fault them.

Sales

Considering I wasn't even thinking about getting a new car until Josh had called me, it was a lovely surprise! The car was ready for collection within 4 days after the initial test drive and it looked sensational!

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Michael Smith's customer service was superb. I was updated on a regular basis as to the status of my car. The whole transaction was professional . He personalised the experience even though he must have had to do the same for many other customers.

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Great experience

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Regular contact, questions answered quickly and fast delivery.

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Friendly and efficient service with a great end result. Exactly the car, model and spec I wanted

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Everything went pretty smoothly and any minor hiccups were dealt with effectively.

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It was smart, clean and well organised as far as I could determine.

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Alfie at North Oxford Garage has been amazing in understanding all my needs and he's been able to find the right model without huge waiting time and for a very good price.

Sales

Very satisfied. We were extremely fortunate the model we were interested in was in showroom. After agreeing to purchase the car, the formalities were expedited so to allow us to take the car on holiday two day later. Very impressed

Sales

Very prompt at dealing with my requests overall very satisfied

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Jakub was great. Knowledge, kind, understanding and patient

Sales

kept me up to date with the delivery date and sent me an updated video, they were also very flexible on delivery time.

Sales

You need more Toby's. His approach on handover of the vehicle was perfect. He took time to explain how to use the idrive system and basics that I needed to know. He's very methodical and has very good customer service skills.

Sales

When buying a new car I need 2 things. The first is for the salesperson to listen to my needs and the second is for them to deliver on their promises. Both of these were achieved.

Sales

Again, high level of handover even though i'd had virtually the same car before, was a pleasure to just be there. Was very happy to see the car was in the handover bay....inside. I think that was a special touch when buying a new car.

Sales

satisfied with the sales team however Incident with the spare key means i am still without the spare key to the vehicle

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Again, it is about the smallest details. The delivery driver was amazing. A really nice guy and very helpful.

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It came many weeks earlier than expected!

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Really polite respectful young chap did the handover.

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Car delivered at agreed time, all functions explained.

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The way I was looked after and how the car was presented to me. Excellent!

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Gave me what I wanted - basic customer needs. The right car at the right price, friendly and honest salesman. No surprises!