My wifes, car a seris 3 330ci sport coupe 2002,which she as owned from new to Chandlers hailsham east sussex where it was purchase.The problem was a misfire causing the engine light to come on, they had the car for a day and a half, but still had no idea what was wrong.This cost £162 for them to move the coils around, their next idea was a compression test costing £300. I did not proceed but was told to rev the car hard when on starting .
I took the car to mendalls dyno in seaford who did a smoke ,compression ,coil and more tests and they replaced the oxygen metering unit and the car is running like new,cost £177for part and £150 for all the tests.I have contacted chandlers head office but they have ignored my emails which is their normal response
Review by Pharrol1 month ago
I was sold a faulty car by this company, I first complained nearly a year ago. Despite winning a case with the financial ombudsmen I am still awaiting for the company to uphold their decision, despite constantly chasing them.
Obviously, once you no longer owe them money, then you are no longer a priority. I would think twice before choosing this financial provider as when something goes wrong, it's incredibly hard to get it rectified.
Review by Krutar1 month ago
I have been waiting 6 months and I am still waiting on spare parts (gearbox crossmember) for a car that only went out of production last year (z4)! No indication of when I am going to get it and none available secondhand so my car car is sat on my drive rotting away. £33k for a car and no care in the world to provide any form of customer service. I am truly shocked at BMW's attitude towards this, quite happily took my money for the part but wont give me a definitive as to when they can be bothered to produce the part. I have had to buy a new car, can't sell the BMW as it's not road worthy. Think long and hard before buying a BMW!
Review by TikiBlu2 months ago
1 YEAR LATER AND STILL HURTS. pARTRIDGE mini soUTHAMPTON
Very upset , had a service done on my mini , got it home and noticed the bonnet was not level, turns out the oil filler cap was trapped under it and I had driven home on the motor way with no fuel cap and and bonnet that was not closed properly! Oil was all over the engine!!They did sort the issue out after lots of phone calls and emails and did say sorry a lot and as a gesture of goodwill put a tenner fuel in the car as they had to drive it there and back to resolve the issues , A TENNER. Maybe not to bothered about repeat custom then !!
THEN THE ROOF BROKE , mY WIFE WAS SO UPSET SHE SOLD THE CAR FOR OVER 10K LESS THAN SHE PAID FOR IT TO GET AWAY FROM bmw mini. THEY SAID ON GOOGLE THEY WOULD CALL AND RESLOVE, THE BOSS RANG A CPOUPLE TIMES , BUT THEN STOPPED RINING AND CARING. AVOID
Review by Gnito Anastassi2 months ago
Not sure why all the reviews here are so bad, I have an I8 and BMW have been nothing but perfect.
Review by Mervij2 months ago
This place is awful I have just come off the phone to them for over 45min asking to speak to manager. They said managers don’t talk on the phone. My car has been stolen from bmw from Monday and every day I’m herring tomorrow tomorrow tomorrow. I will be reporting this to the police as I feel like they have damage my car and don’t no how to Rectify this this place is awful they don’t know how to talk to people they have hung the phone up on me and told me from Monday tomorrow tomorrow tomorrow tomorrow this place needs to be shut down. Can you request to speak to a manager and they tell you no managers available and still waiting or now from my car what they’ve had from Monday and no one is not letting me know what’s going on if I have to stand outside Kentish Town BMW with a big sign showing for fraudulent showroom I will trust me. The reviews on this is awful it shows that BMW has gone downhill and I have a friend that works for watchdog I will be getting in contact with him
Review by Ngandani2 months ago
BMW Customer service could hardly have been worse, even if they’d tried
I received a recall notice from BMW in the post and telephoned my local dealer, Berry Chiswick, to book an appointment. I was kept on hold by the receptionist for approximately 10 minutes while she attempted to put me through to the service department. Apparently, there was no response but she assured someone from the service department would contact me to make an appointment. Needless to say I was never contacted by Berry Chiswick. This was my first indication of how seriously BMW take potential faults in their cars and customer satisfaction –not very seriously at all.
A number of weeks later I received another notice but this time I contacted someone at Head Office, whom I asked to contact my local dealer on my behalf in the hope that I might get a response and remarkably I did so I booked my car in.
At about nine o’clock on 12 September 2019 I dropped off my car for the repair work to carried out. The employee to whom I spoke began by asking if anyone had told me that the work might take a couple of days rather than just one. Of course, nobody had. I explained that being without the car for two days would cause me considerable inconvenience. However, it did not occur to the employee to apologize for this failure to notify me in advance or to attempt to speed up the process in any way so that I wouldn’t be too badly inconvenienced. Nor was there any suggestion that BMW could provide me with a courtesy car from Thursday, which is particularly galling given the employee knew (by her own admission) that it was almost certainly going to take longer than one working day. Instead, she very quickly moved on to asking me if I wanted (what I considered to be) a rather expensive service, which I did not. I wonder how quickly my car would have been looked at, had I wanted a service.
At approximately four o’clock that afternoon I was contacted by Berry Chiswick and was informed that it was not possible to determine whether the car would need a replacement part or not. Based on my previous and subsequent experiences with Berry Chiswick, it is clear to me that nobody had even begun to look at my car until late on that afternoon and clearly there was not enough time to inspect the engine properly then. I am fairly sure that even though I had brought in my car first thing in the morning, it had simply been sitting in the car park all day.
On the morning of 13 September I was told that the car did in fact need a replacement part but that there was no way of knowing how long it might take to arrive so I would be contacted regarding a courtesy car by the Recall department. I spoke to someone in Recall who told me to contact Enterprise, the car hire providers, which I duly did. When I spoke to Enterprise I was told that BMW had only authorized a manual replacement car. We have an automatic BMW so why was I given a manual replacement?
I contacted customer services (although customer disservice would be more appropriate) to ask for an automatic. I spoke to someone who informed me that only the local dealer could authorize a change of vehicle. I asked how and why this was possible, especially since that morning Berry Chiswick had made me call head office to organise the courtesy car. He was unable to explain why and simply put me on hold for between 10 and 15 minutes. I assumed that he been in contact with Berry Chiswick to try to resolve the issue but this was not the case. He had just transferred my call back to the receptionist at Berry, who had no idea what I was calling about so I had to provide all my details and retell the whole story again.
She assured me that one of the members of staff from the relevant department “who were busy helping other customers” sic would be in touch shortly. I was not contacted by anyone from Berry Chiswick at all on Friday apart from the initial call in the morning to tell me that I would without my car for an unknown amount of time.
At this point I contacted Customer Services again. I was told me to wait another 15 minutes and to re-contact them if I still hadn’t heard anything. I assumed that the employee at Customer Services was attempting to authorise an automatic car. Thirty minutes later, I contacted her again and I was at a loss to understand what she had been doing to resolve the problem. I concluded that she had not even spoken to Berry Chiswick as she asked me if I wanted her to put me through to the people at Berry. I responded, rather curtly, that I just wanted the problem sorted. That was the last contact I had with anybody from BMW. I find it astonishing that no one at BMW had the decency to call me to see if I did in fact manage to get a courtesy car and to apologize for the terrible service.
At approximately four o’clock Enterprise contacted me to ask if was intending to pick up a car that afternoon, as BMW had authorised an automatic five minutes earlier. It was so late in the day they were unable to deliver it to me so I attempted to get to Enterprise before it closed but was unsuccessful and was unable to pick up the car until Saturday.
To conclude, I really cannot see how BMW customer support could be any more unhelpful even if it had been designed for the sole purpose of antagonising and alienating customers.
Review by Olegus Flumenbaum2 months ago
The single worst car company trading at present.
Words can`t describe how bad the company and the vehicles have been.
Please do your research on BMW`s before you buy. You will be constantly laying out money and being blackmailed if the car goes wrong. Totally horrendous.
As expected BMW were completely unhelpful and sympathetic. Looking around £5000 to pay out on an engine with a known fault. BMW has been ranked the worst cars for problems 2 years running now. I have had five BMW`s but never again. Complete money pit heaps of trouble.
I suggest anyone thinking of buying one of these cars should do lots of research prior.
We are now taking them to court with a specialist Solicitor on the timing chain issue.
Review by Abdulia2 months ago
BMW Stevenage have been nothing but brilliant.
Both the Sales Consultant and Sales Manager when I bought the car were brilliant - good price, collection on my preferred date, good price for my old car and special service when collecting.
Booked in my for first service tomorrow and had a courtesy call today to remind me, confirm the courtesy car and confirm what time it would be done by.
Much better than Audi and Mercedes who I have been with previously! :)
Review by Christiy2 months ago
Avoid. Bad customer service.
Review by Hotchkiss Bidie2 months ago
Bought new G12 7 Series with Service Pack (50k Miles or 5 years whichever comes first) Phoned the BMW Service UK to book the car in for brake fluid service, and upon collection was charged for the service.. The car is under 5 years old, and under 50,000 miles.
BMW UK helpline was useless. Tried lodging the issue with them, and they directed me to the dealership, rather than investigating themselves.
Absolutely horrible service! Be prepared to go through ***HELL*** if you have service or warranty work needs on your car.
Review by Nurc Derrow3 months ago
Had many cars over the years, we all expect the odd repair, replace parts etc. Got an X5 XDrive Msport, worst car I've ever had, complete money pit. Had it 2 years, it's been off the road more than on. Rear suspension pump went, rear left air bag (suspension) went, electric handrake stuck on, actuator packed in, central locking went, battery draining constantly, now it's packed in with an injector fault. Complete scrapper, won't even want to drive it when fixed, don't trust it. I probably won't bother fixing it. It's about as much use to me as a handbrake on a canoe. Will never consider BMW again.
Review by Wytesha3 months ago
Within a few months into my new 520 msport, things started falling off....was this really a BMW....After about 6 months and only 7k miles a service light appears....what happened to the 2 years ir 18k miles first service. Upon attending the dealership im informed tgat the NEW & INTELLIGENT CBS (Condition Based Servicing) system now decides when services are required..."This system actively monitors various service components for wear, ensuring that your BMW only requests attention when it needs it" is the spiel on the BMW Genius website. Well rather it has proven that they dont build them like they used to, are using sub-standard materials or components or have devised an ingenius mechanism to extract money from unwary customers sooner and more often. I was told it would cost £400 for an oil change after only 7k miles....absolutely preposterous and unfair. It is yet to be investigated upon my disagreement and complaints remain outstanding.
Review by Yinmeng3 months ago
Bought a Car from CHANDLERS WORTH BMW, the customer service I received was abysmal to say the least.
Also they failed to show me any kind of handover experience considering I was also buying a BMW i8, there was no under the cover unveiling or anything the whole experience left me quite sad considering prior Mercedes had done all that was required when handing over.
I spoke about this to BMW and its been 3 months and nothing has been done about this.
All that Chandlers BMW care about is the sale.
Review by Tbd Djaja3 months ago
I’ve never owned a BMW before and I never will again. Bought an i3 three years ago. At point of sale BMW were all over me like I was their long lost son. But when it comes to service? Shocking beyond comprehension. Just had the car in for a service. It was meant to take a day: it took seven. To make matters worse, despite frantic insistence (after days of delay) that I needed the car tonight, it came back with 13% charge - enough for 16 miles. I can’t use it. BMW service department are a disgrace. Never, never again will I buy one of their cars.
Review by LaptopGamer Ritina3 months ago
The cars are amazing couldn’t ask for better
Review by Meditate3 months ago
I’ve had many many cars and have never received such bad service. This BMW is going and will not have another.
Review by Teddington3 months ago
Dear Mr Grieve
As the current managing director, I hope on this occasion you may personally respond to this post, as previously in 2015 we never heard back from you, even after emailing you directly.
I'm outlining this email to BMW UK as it needs to take action and not say speak to the 'Franchise' One negative review is one too many. I'm sure many customers would like to know how you are addressing this.
Poor Customer Service BMW Cooper Croydon - The final straw!
Please do take time to read this review.
Just want to share our experiences with you all out there.
I would certainly give BMW Cooper Croydon a 'Zero' rating if it were at all possible
I'm not a complainer, but do know a little about 'customer service' and how it reflects on ones business.
You may ask why we go there for servicing etc, unfortunately they are our nearest dealership and the most convenient for drop off and my wife likes BMW's.
We decided to purchase our most recent BMW (July 19) from another BMW dealership group 80 miles away due to the poor service over the past 6 years, Never once has an experience been worthy of a star.
They use inappropriate language in front of customers amongst themselves
Speak to you in a condescending manner.
Overcharge - for work not carried out.
Quick to chase you for payment.
Damage your car whilst in their possession.
Don't answer the phones
Answer the phone, only to cut you off before saying anything
Promise to call you and don't.
Try to sell you unnecessary packages
The staff I would like to praise have all left!
As always good employees - move on! hence why the turnover seems to be very high.
A few individuals at the branch have said, they wouldn't bring their cars here to be serviced at the branch! which I can believe.
Making a complaint - doesn't really go far, we've emailed various people and received the usual
Thank you and we are looking into the matter and appreciate your feedback which will help us improve our services from the following areas of the business.
Dealer Principle at BMW Cooper Croydon
Car sales Manager Cooper Croydon
Inchcape customer experience
Over the years having received a partial cash refund on a car and extras like 'Free Tanks of Fuel' all of which are meaningless, as we just wanted a good experience in the purchasing and after sales care.
They returned our car back on one occasion at 0630 hrs! without notifying us they were coming so early. Collected their 'Brand new 5 series' courtesy car with approx 50 miles on the speedometer (great) then 2 weeks later a manager took my wife to one side and asked if we still had their the car. They said we have misplaced or parked the car somewhere and aren't sure where it is! We've been asked to keep an eye out for it in the area.(Aug 2019) Black 5 series Reg YE19 BVA
If you ever drop your car off, please take a short video on your phone walk around the car and take pictures of your alloys! As it will prove to be invaluable evidence in a claim. As they denied responsibility in damaging our vehicle.
Our latest experience,(30 JULY) was to just to check a squeaking noise upon braking. Simple task, they have in the meantime damaged the car in a few places and misplaced the job sheet, which my wife insisted upon seeing. We'll call you on Monday! (12 August) still waiting. Hopefully, they will call us once they see this review. I have no intention of emailing them if they ask for anymore information. They have enough information to contact us. The car has been parked in the same spot for over 1 week, Thanks to BMW Connect-drive we can active all the cameras remotely and view 360 degrees around the car 24/7.
Yet again we are doing all the chasing, for them to act upon another negative review with a patronising reply.
I'll probably get the sorry to hear your experience wasn't up to your expectations etc and tellusmoreinchcape.co.uk
We do our train each of our employees on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. This situation clearly was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself. I want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Should you need help in the future, please do not hesitate to contact me directly, as I will be very happy to assist you personally with anything you need.
BMW UK will ask you to speak to the 'franchise' as it involves them and not BMW itself.
Someone within the organisation needs to take these reviews seriously and sort out the customer service
I will be forwarding this to The Motor Ombudsman and The Motor Codes
Review by Eirug3 months ago
Tried to check if my vehicle was subject to a recall on the Bmw website. It said use the tool below but there was no tool. Not impressed
Review by Soliver3 months ago
I've driven BMW's for years but I'll never buy one again after the shocking experience by a garage and the refusal to help resolve the situation. Be very careful folks if your car goes in for a warranty check as a certain garage BMW Douglas Park, Hillington in Glasgow won't do their jobs properly and when you contact them they won't do anything to help you. For a premium car brand it really is disgusting the way they have treated me
Review by Tinkleo3 months ago
My experience with Cooper Croydon and Cobham its not a good one neither is any better with BMW UK it self. From new my F10 530d m sport had the following issues: water ingress, warped brake discs, clunking brake noise, heater matrix gurgling, high oil pressure, steaming head lights, for the past 22 months both dealerships failed to fix the clucking brake noise (pads moving) and heater matrix gurgling regardless of numerous complaints i made to Bmw UK nothing much has or will change simply they don’t care because they got my money. However as for most repairs under warranty my car spend most of the time at Cooper Cobham what they did is unbelievable instead of replacing the headlight with a new one instead they tried to repair it by gluing it’s cover which was cracked where it was open up high oil pressure was fixed by sucking a bit of oil out 🙊
moving on to water ingress issue after replacing the rear footwell carpet the B pillar inside trim cover was scratched both sides door trim covers where cracked seat belt fitted in wrong way glove compartment box wasn’t screwed in
to make things worse they even resprayed the front bumper and i never got told
Until few months later i became ware of
I’ve written a complaint email to the business manager and I haven’t heard any thing from him since i guess it must be very busy 😉
Cooper Croydon there is nothing good to say about them period.
Bmw UK and it’s Financial team are a night mare to deal with a bunch of hypocrites that always try their best to push you way till you give up and continue by driving Bmw made of crap.
Review by Breemen3 months ago
Having recently requested a settlement figure, I became aware and had calculated BMW Financial Services agreement were charging more interest than the agreed APR % in the contract. Following calls to BMWFS in an attempt to gain clarity and understanding of how this has happened and for their advisors to explain their calculations to me, I was appalled with the abysmal and unprofessional customer service by staff who put you on hold and then make you wait for 10 minutes without advising what they are doing or why!
I was further appalled that not one member of BMWFS staff I spoke to, not even in the Escalations Team, was able to or capable of completing a simple calculation to work out the total interest charges for my contract or explain to me how the total interest charge has been calculated. My local bakery would have provided me with better financial advise, assistance and provided me with the calculations and answers I was seeking!
The advisor from the Escalation Team also explained BMWFS sometimes 'Front Load' interest on financial payment plans, (e.g. gain more interest back early in the contract) but claimed the total amount of interest still works out to be the same by the end of the term... which in theory it should but in my case it doesn't, so the APR in my contract is actually incorrect and is higher than stated, hence the higher interest charge for my account over the full term.
Please note, I have no issue with any individual BMWFS employee, they are simply advising how they have been trained and employed to do so but BMWFS desperately need address and re-train the failing approach and attitude of their customer service staff and also employ staff who can actually provide a clear and concise financial advice service and can explain calculations to customers and clients.
Tips and Advice.
How to calculate your interest charge:
Divide your APR (e.g 10.9%) by the term (e.g 48 months) then immediately multiply by the total borrowed (e.g. £10,000). Therefore, the total interest you will pay is £2,270.83.
Another thing to bear in mind is that under the terms of the Financial Conduct Authority (FCA), all financial companies have to comply with the FCA 11 'Principles for Businesses'.... regardless! These principles are:
The principles for businesses
1. Integrity --- A firm must conduct its business with integrity.
2. Skill, care and diligence --- A firm must conduct its business with due skill, care and diligence.
3. Management and control --- A firm must take reasonable care to organise and control its affairs responsibly and effectively, with adequate risk management systems.
4. Financial prudence --- A firm must maintain adequate financial resources.
5. Market conduct --- A firm must observe proper standards of market conduct.
6. Customers' interests --- A firm must pay due regard to the interests of its customers and treat them fairly.
7. Communications with clients --- A firm must pay due regard to the information needs of its clients, and communicate information to them in a way which is clear, fair and not misleading. (i.e - at point of sale/agreement)
8. Conflicts of interest --- A firm must manage conflicts of interest fairly, both between itself and its customers and between a customer and another client.
9. Customers: relationships of trust --- A firm must take reasonable care to ensure the suitability of its advice and discretionary decisions for any customer who is entitled to rely upon its judgment.
10. Clients' assets --- A firm must arrange adequate protection for clients' assets when it is responsible for them.
11. Relations with regulators --- A firm must deal with its regulators in an open and cooperative way, and must disclose to the appropriate regulator appropriately anything relating to the firm of which that regulator would reasonably expect notice.
At no point during my purchase or whilst completing the financial agreement, was I made aware of any 'Front Loading' of the interest on the payment plan, which is a clear violation of Principle 7 and may also constitute a breach of contract if proven to have charged more interest. I could also claim they have breached Principle 6 as well.
If you believe a breach of these Principles has occurred, you will initially have to write a detailed letter of your complaint (email or signed postal delivery), giving an account of time/date of previous contact, who you spoke to and the outcomes you had. I have since been provided with complaints contact tel: 012529 23166.
If after exhausting every avenue you still feel aggrieved, ask BMWFS if they agree to enter into an ADR Scheme (Alternative Dispute Resolution Scheme), in this case it would most likely be with the Motor Ombudsman - Tel: 0345 241 3008.
Review by Judgeland3 months ago
Hi all. Bought a Bmw x 3 m sports 2oo9 turbo diesel with only 95000 miles on the clock. Had a small job done on it today and whan I asked the Bmw engineer what was making it sound like a bag of nails he replied it's the timing chane. It's a common problem with the 2007 to 2009 x3 models. Could snap at any time. Not only that it's the engine out to Chang the chain as bmw put it to the back of the engine on my model. To Have it changed its going to be between £1,200 to £1,500. Been intuch with Bmw Williams Stockport and they say that I've got to pay them over £400.00 to have it diagnosed before they can work out what the noise is.. Hello are all your so called speshalist tecnishions deaf. Are you really telling me that you have to strip down the engine to istablish a stretched noisy timing chain. Shame on you BMW.. Even a timing belt lasts longer than your chains. I can't afford to have the work done. The last thing I want to do is sell it on to someone else So ime having to park the car on my driveway which has rendered me totally housebound. I am a disabled person and my car are my legs to get me out for appointments, shopping ect.. Well thanks again bmw. Thanks for nothing.
Review by Samadee4 months ago
My advice, call the AA and avoid BMW Assist all together. From the very long waiting times, to the car going to a significantly different location to to where i was informed it was being taken to, to the poor advice leading to issues with my insurance company claim, to refusing to handover my car to the approved repairer, to the issues supplying a courtesy car that was promised, along with other failed promises, and a general lack of interest....BMW Assist are a shambles and need to be closed down. Without them we'd just use normal recovery options and it would be less stressful.
Review by Deitel4 months ago
My BMW 520d was recalled for modification by BMW Cheltenham to correct the problems with the now notorious timing chain break issue on the N47 engine. 79000 miles on the clock at that point. At the same time as a glow plug was reported as faulty I got them to replace all the plugs with new ones. Some 4 years later and another 60000 miles the chain snapped and I have had to have the engine rebuilt by a specialist in Peterborough, so much for BMW’s fix. However while dismantling the engine it was found that one of the glow plugs hadn’t been correctly installed and seated to the correct depth and was now impossible to remove resulting in needing a replacement head.
Have complained to BMW Cheltenham and received their expected response that only a two year warranty is provided. However the timing chain is a non serviceable item i.e. should last the life of an engine not 60000 miles and the glow plug hadn’t failed it had been incorrectly installed so timing again isn’t the issue.
Incidentally another BMW main dealer’s response to the broken chain was to suggest a replacement new engine at 3 times the cost of the rebuild.