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My car was kept overnight and I was not kept inform or updated of the progress. I had to call in several times as I wanted to know when my car will be ready as i need to make plans for the day.
Booking was simple (despite demand on BMW recall requirements). Reception took just 10 minutes. Car was ready for collection on time. Collection took just 10 minutes. Car was washed and cleaned inside. Effortless experience, great customer service.
very unprofessional, car went in for MOT when I checked the mot certificate I realised that they put wrong mileage on the certificate car was 37.080 they put 37980 on the certificate when I call they said they cant do anything I have to call DVSA
I did not have to wait too long this time for the service co-ordinater from the agreed booking time. He was well-mannered, patient and amiable. He explained everything well.
Was asked to come in at specific time to speed up the fitting but it took over 2 hours with little communication
Unless you complain no one returns calls or updates you. Once I had made it clear just how ticked off I was the service got better.
Very efficient and quick and did what they said they would
250 characters is nowhere near enough! The work drastically overran. No compensation. No calls or contact from Customer Service Manager or Service Manager even though promised. Password changed on dash cam but not given to me. Appalling!
I also asked them to re-programme by control box so it only recognised two keys - they didnt do this. They also said they would call me back to arrange for this to be done. They never called back.
not impressed by length of time it took and poor clean
Soon after collecting car from service dept a warning flashed indicating tyre pressure required checking Service sheet indicated tyres had been checked. Clearly they had not.
The reason I gave this answer is because at the time of booking my appointment, I was told I'd have a wait of a couple hours. Just to come in and be told it'll be 7+. Other than than I'm usually very satisfied with my experience.
The service itself was good and the staff in the service center in Borehamwood were very nice and helpful but the booking process was awful.
My front brake pads were showing as close to requiring replacement but I was not contacted during the service to confirm and ask if I wanted them replaced. So I left the service with a service warning light showing. Brilliant.
It is hopeless when the phone is not answered and updates are not given. The car was eventually returned a day later than promised. I was told to pay three different amounts and the following day it transpired the car was not fixed - so it went back.
Dear Mrs Somani, I am really sorry for the experience you've endured, regrettably we are struggling with our telephone systems at the moment, they are being re-configurated this week, please do not give in on us, we do work hard to maintain a good level of service, please try us again. Regards, Tony Murphy Head of Business
Was not happy with how I was dealt with
Hi Mr Saujani, Thank you for explaining the detail around your visit, unfortunately BMW will not cover the associated service costs when a service pack has expired. Regards, Tony Murphy Head of Business
Aside from the good points, i was dissapointed with the following. 1. Took a long time to book in car on arrival. 2. Grease finger prints all over passenger seat and parts of dashboard. 3. Service rep had no notes that my booking was a waiting servi
Hi Mr Wilson, Thank you for taking the time to complete the BMW survey, we discuss the points you've raised at our next Service Advisors meeting. We are planning to move our electric gates around 20 metres towards the rear of the building to assist will our parking issues. Regards, Tony Murphy Head of Business
One of the main reasons I sent my car in was because the DAB radio keeps cutting out. I mentioned this to the guy who picked up my car and twice to the engineer who called me on the phone. But they did not resolve this issue or attempt to fix it.
Hi Mr Patel, Thank you for competing the BMW survey, I will arrange for Colin to call you next week and arrange to rectify your DAB radio without any cost. Regards, Tony Murphy Head of Business
I had to wait a month for first available service. When I arrived I asked if one of the sensors could be checked as it had been giving me problems but I was told to make a separate appointment. I was told the service would take between 1 hour and ha
Dear Mr Cook, We are greatful for your feedback, we've clearly not met with your expectaions and for that I apologise. Regards Tony Murphy Head of Business
The communication is abysmal. Went in for body work and service. Paint job is poor. Service not even done. Zero communication. Had to chase. Said you would call back and didn't. Car held unnecessarily. Have never experienced such poor service.
Dear Mr Paschalis, Please accept my personal apologies for what's clearly been a appalling experience for you, I've asked my Body Shop Manger (Richard) to contact you next week, we will resolve these issues as a priority, hopefully restoring your confidence in Barons Borehamwood. Regards, Tony Murphy Head of Business
This place is like Fish market with no onsite parking provision even to drop off the call for car for service and to pickup. Gentleman who handled us seems to be ok but looks very worried which caused us bit worried. No issues on actual service at.
Dear Mr Javvadi, Your feedback is appreciated, parking a real issue for everyone, space is very limited, however we are currently considering other solutions to improve the experience. Regards,
Hi Mr Peterman, Thank you for taking the time to provide us with feedback, we are experiencing a significant increase in while you wait during a huge recall from the manufacturer, hopefully you'll enjoy an improved experience next time. Regards Tony Murphy Head of Business
I did not have one!
Hi Mr Sueur, Thank you for your feedback, we will arrange to have your details removed. Regards, Tony Murphy Head of Business
Smooth, simple process
Hi Mrs Bharucha, Thank you so much for returning our questionnaire, a 5 Star review is amazing, the team work tirelessly everyday to achieve great customer satisfaction. Regards, Tony Murphy Head of Business
Borehamwood Bmw have a lot of customer service training to be done ASAP. Never answer the phone calls, never return phone calls. After £718 I spent at borehamwood on repair to my Bmw M5 the fault has returned a day later.
Dear Mr Raza, Thank you for your feedback, we have been experiencing very poor levels of telephony, we are working hard to resolve this issues, please do give us another chance, the team do try their best! Regards, Tony Murphy Head of Business
See above. You seem to have forgotten who the customer is. To fail the MOT because the numberplate was too dirty, in winter, when you could have just washed it first is beyond ridiculous.
Hi Mrs Jones, This whole experience sounds awful, we'll be in touch to discuss in more detail next week. Regards. Tony Murphy Head of Business
The service seems to be good with no problems
Dear Mrs Jackson, It's such a lovely feeling when customers take the time to provide feedback, a 5 Star review is simply amazing, our team work really hard everyday! Regards. Tony Murphy Head of Business
Promptly seen to and dealt with quickly and efficiently.
Dear Mr Shah, We are really grateful for all customer feedback, positive is even better and certainly helps to encourage our team. Regards, Tony Murphy Head of Business
As above. Complete disregard by a gentleman named Engel to give updates as he promised numerous times. I always have to call numerous times at multiple times of the day to get through to someone for a status update so I can plan my day.
Dear Mr Wahid, We are aware of the experience you suffered, a number of revised processes have now been initiated, along with some specific staff training. Please accept my apologies. Regards. Tony Murphy Head of Business
I had told the centre there was lot of water inside back door & very annoyed because of the noise caused by the water ,but when I got it back, I could feel the water still stored inside the door, i was told they only adjusted the seals
Dear Mr Fang, Thank you for taking the time to provide your feedback, the purpose of this questionnaire is to understand your experience at our Service Department. Regards,
The sole reason is because of Glynn in Borehamwood. I feel he is an asset to your organisation and definitely knows the importance and values of customer service at BMW.
Dear Mr Chapman, Thank you for taking the time to provide positive feedback, especially for Glynn, we do hope we can reach your asperations for any further work we carry out for you. Regards,
Glyn, my service contact, was first class in advising me of the remedial work required and keeping me up to date on progress However, reception facilities when picking up the car were not up to standard as they did not advise Glyn of my arrival
Hi Mr Ford, Thank you for providing your feedback, we are currently experiencing very high demand, we are reviewing our check in processes, I also like to thank you for acknowledging Glynn, he does a superb job for us! Regards, Tony Murphy Head of Business
I was advised on the phone that my service could be done while I wait in an hour and a half ....and it was
Hi Mr Gilbert, Thank you for completing the BMW survey, the team thrive on positive feedback, we look forward to seeing you soon. Regards. Tony Murphy Head of Business
Poor customer service. Rip off on extra charges after already paid for service charges for 3 years.
Dear Mr Patel, I'm sorry you feel so negative about having to pay for items that are outside of the BMW Service pack. Regards, Tony Murphy Head of Business
Because my problem was not resolved.
Dear Mr Laurier, Thank you for your feedback, if we can be of assistance, please email me directly - email@example.com Regards, Tony Murphy Head of Business
Service was good but quite expensive
Hi Mr Von Wick, Just a short note to thank you for taking the time to respond to the BMW survey and special thanks for such positive feedback, the Service team thrive on this, Regards, Tony Murphy Head of Business
Dear Mr Fisher, We are always grateful for 5 Star customer feedback, just taking the time to complete the BMW survey is really appreciated, it also helps our Service team to understand the good or not so good customer experience. Regards, Tony Murphy Head of Business
My car was with BMW for 2 weeks +
Dear Mr Glass, I'm really very sorry you didn't have a good experience. We are continuing to re-structure of Service Department, please do consider us again in the future. Regards, Tony Murphy Head of Business
Just standard. Car was cleaned half heartedly. Empty trunk wasn't hoovered. Dirt still visible on dashboard. Alloys has grime left all over them. Standards definitely going downhill
Hi Mr Aslam, I'm sorry you feel so disappointed, we do try really hard to reach our customers expectation, we clearly failed on this occasion. Regards, Tony Murphy Head of Business
The service side of things went well. But on return I detected a crack on my front windscreen on the driver side which was not there before. I was assured by Barons that it did not happen at their facilities. So what happened is not clear!
Hi Mr Baxi, Thank you for your feedback, please accept my apologies for such a disappointing experience. We are working hard to re-structure the department and really hope you return to us soon. Regards, Tony Murphy Head of Business
Customer focused and efficient
Hi Mr Thakkar, Thank you very much for such positive feedback, another 5 star review really acknowledges just how hard the Service team work. Regards, Tony Murphy Head of Business
Staff, efficiency, environment and experience was very satisfactory.
Hi Mr Gammanpila, Thank you for proving such positive feedback, another 5 Star review is very much welcomed by our Service team, we hope to see you again soon. Regards, Tony Murphy Head of Business
Everything was great except I did opt for the fast track service due to time constraints but the service went over by 45 minutes and that was with them being told to hurry, so I was late for work. However I did receive a discount so very good
Hi Miss Potter, Thank you for completing the BMW survey, positive feedback really does help to encourage our team. Regards, Tony Murphy Head of Business
Continuity of Service and relationship with Michael Nobbs
Hi Mr Bennett, Thank you very much for such positive feedback. Regards, Tony Murphy Head of Business
Everything as expected
Hi Mr Hilton, Another 5 star review for us! Greatly appreciated, thank you. Regards, Tony Murphy Head of Business
Overall very good but.. charged for the insurance of the courtesy car, £15.00 for the day, which is equivalent of £5475. per year! Really. Also the service interval reminder on the car has not been reset. So it still says I need a service!
Hi Mr Kurer, Thank you for completing the BMW survey, valued feedback is very important to me and my team. Regards, Tony Murphy Head of Business
Misleading customer services adviser. Disinterested in customer. Discouraging interm of addational Insurance products sold and recommended by BMW. It took 36 hours just to replace the tyre and then was asked to pay for additional parts not mentioned.
Dear Mrs Khan, Please accept my apologies for your poor experience, we continue to work hard in improving our service levels. Regards, Tony Murphy Head of Business
I had to come back twice to fix a very straightforward problem, ie lose boot lock. Though both times the service I received was very good
Dear Mr Lloyd, Thank you for you feedback , nobody likes negative comments, we are continuing on a journey to improve our levels of service. Regards, Tony Murphy Head of Business
I feel like I paid for nothing as no service was really rendered.
Dear Mr Supersaud, Your negative feedback has been reviewed, we are sorry and will try to improve in the areas you've mentioned. Regards, Tony Murphy Head of Business
Friendly, quick, helpful, etc...
Hi Mr Jones, Thank you very much for another 5 Star review, we do work really hare everyday for our customers, we don't always get it right, although on this occasion we did. Regards, Tony Murphy Head of Business
Danny Wheeler - very helpful and accommodating. His help was the only reason we didn't cancel the order once the car we purchased was sold to another customer.
Overall, very good. However it took a long time to complete my purchase (2 1/2 hours) considering I knew exactly what I wanted. Delivery experience also very good but again a long process
Sales person Scott made the car purchasing process vrey easy and he also worked hard for arraning timely delivery of my new car
Roger is a great asset to the BMW brand. A promotion is needed!. I would recommend him any day of the week. I loved the updates he gave us and the videos he sent. Top Job!
one of the extras I ordered did not materiliase
Experience was great , was welcomed great and even offered a hot drink
Clear financial explanation including finance alternatives. delivery process was smooth and thorough.
Hi Mr Dootson, Thank you so much for the shout out for Scott, a truly superb Sales Consultant that regularly receives these 5 Star reviews, enjoy that new BMW and we all look forward to seeing you soon! Regards, Tony Murphy Head of Business
Beejal made everything special for me and because of her I would tell my friends to see her to buy a car
Dear Mrs Juneja, Just a short note to thank you for taking the time to provide Bee with a 5 Star review, she'll be delighted, we all hope you enjoy your new BMW. Regards, Tony Murphy Head of Business
all staff very helpful
Hi Mr Adamson, I'm delighted your experience was so good, we really do appreciate you taking the time to provide feedback, the team work hard to deliver exceptional levels of customer service, we all hope you enjoy your new BMW just as much! Regards, Tony Murphy Head of Business
Everything that was promised was delivered
Dear Miss Wilson, Just a short note to thank you for taking the time to provide us with such positive feedback, I hope you enjoy your new BMW. Regards,
Navin ensured we got the car on the date required and arranged all the paperwork so it was a smooth journey,
Dear Mrs Devani, Just a short note to thank you for taking the time to provide us with such positive feedback, Navin and Alex and I hope you enjoy your new BMW. Regards,
Because NOBODY from the BMW centre I bought my car from tried to contact me to inform me about the progress of my delivery after I paid my deposit.
Dear Mr Soteropoulos, It's disappointing for all of us that we failed in meeting your expectations, your Sales Consultant (Molly) was very poorly and has since left the company. We do hope you enjoy your new BMW. Regards,
Very knowledgeable sales person. Very friendly.
Dear Mrs Barker, Just a short note to thank you for taking the time to provide us with such positive feedback, we all hope you enjoy your new BMW. Regards,
Good service with small room for improvement
Dear Mr Wong-Chi-Man, Just a short note to thank you for taking the time to provide us with such positive feedback, we all hope you enjoy your new BMW. Regards,
After leaving my details with various Bmw dealers I was surprised how little response I got until I rang BMW Borehamwood and spoke to a salesman called Sergio, he searched for a new Bmw m5 competition and came back with a great price I immediately
Dear Mrs Grieken, Just a short note to thank you for taking the time to provide us with such positive feedback, Sergio is delighted your so pleased. We all hope you enjoy your new BMW M5. Regards,