Berry Heathrow BMW Recenzje 

Bought a BMW from Kingston and right from the start the standard of service was very poor and even when I complained I had no response from the sales manager or the business manager. I dont think they really cared ! 😒

Berry Cobham 02nd August 2021:
Arrived this morning at 08:15 for an oil change and diagnostic test, which had been confirmed booked since 17 June 21!!!
After waiting while paper (!) lists were checked I was informed "ah, the booking hasn't come across from Inchcape" (Inchcape sold the dealership to Berry) and, sorry, can't do the service today we are fully booked.
Just incredibly bad service that, obviously, no data migration check has been made when Berry transferred the customer data from Inchcape!
No doubt the two big incompetence of the BMW dealership world will blame one another!

Dear Wayne Berry,

I would like to bring to your attention the appalling customer service that I received at your Berry BMW Heathrow branch. In particular from your head of sales, Spencer Jacobs, who has treated me with contempt and utter disregard. Being a loyal customer that has owned several BMWs bought from different dealerships, I expect a certain level of customer service. At the very least I expect to be treated with respect and civility. I received no such service from this branch. I am disgusted at the way he spoke to me throughout our interactions, in which he provided me with no explanation as to why our deal was being reneged upon, and offered zero apologies.

By way of background:

I recently placed an order for a new BMW M3 at your Heathrow branch with Warren Cathcart (Sales associate) The deposit was paid promptly, documents signed and agreement reached over two months ago, with the car scheduled to be delivered on 1st September 2021. Subsequently I asked Warren to upgrade the car to the xdrive package, and Warren sent out the new invoice with the new information/costs for me to check and approve, which was agreed. The next day Warren sent me an email stating that your head of sales was not agreeing to this contract, despite knowing about it for the last two months, as well as taking my deposit and entering into a binding contract. Given that a signed contract was in effect between us this is a breach of contract by your dealership and I reserve my rights to the fullest extent in this regard. Compounding this, I had actually recently cancelled an existing M3 order from another branch as your Heathrow branch was closer to my home and I had entered into a contract with you in good faith and paid a deposit.

My family frequently purchases BMWs and spend considerable amounts of money as we are normally impressed by their level of detail and customer service. Unfortunately, your dealership is a far cry from this, as I have been made to feel humiliated and worthless by your employee Spencer Jacobs. I was intending to spend over £80k which is not an inconsiderable sum, and was about to order another M3 from your branch for my brother. I regret to tell you they I have now decided against this and will never step foot in your dealership again. Furthermore, I am alerting all of my colleagues, friends and family of this incident. I have now placed an order with another BMW dealership, who I originally was going to buy from, and whilst their service is fortunately miles ahead of yours I will now have to take later delivery of the car which has caused me hardship. Accordingly, I reiterate, I reserve my rights under the contract that was signed between us to the fullest extent.

As you are the owner of the dealership, and manage a successful franchise with the BMW brand synonymous with luxury and customer service, I have felt compelled to alert you to the shocking level of customer service taking place at this branch. If customers cannot rely on orders placed with your branch, notwithstanding that a deposit is paid and an agreement is in place, then your behaviour is nothing less than fraudulent and completely unconscionable.

Additionally, I have reported this matter to BMW UK who are conducting their own investigation.

Brought my BMW Compact to Berry Thames Ditton for an MOT because my fantastic local garage (Park Road Kingston) could not fix the air bag light that had come on. So off to Berry. Only silver lining is that they fixed the light. Otherwise: no communication, new wind screen wipers fixed that do not work, left passenger side window open in the rain and car was wet inside. Apparently I had denied other work! They never spoke to me! Not going back there and telling everyone.

Worst service you could possibly imagine, my BMW went in for service and end of warrantee inspection, on collection the works were not fully carried out, complaints went unanswered, several weeks later I received a call from them to bring the car back for so they could fully complete the work. AVOID at all costs!!!!

Wayne Berry ! Great leadership not ! we have been told that our complaint about the standard of service we received doesn’t deserve a phone call back even though I was told twice by bmw UK we would receive one within 48 hours from this I can only believe that the head of business must endorse the bad attitude and service given by the Croydon branch , not professional an embarrassment to the bmw brand

I am amazed that this dreadful dealership only got 73% bad reviews. Everything bad I read I also experienced, says it all really. Astonished that they still represent the BMW brand.

Left my m2 competition in for air coolant light on . And low tyre pressure indicator (tyre was not punctured). The tyre pressure light had been on for months with no issues. Upon handing car back. Tyre was completely flat. The air coolant light was still on. I was told by gary that theres nothing he could do as the workshop had closed and everyone had gone home. And I would have to book it back in. I was re assured the air coolant issue had been sorted and that the light would go out when I start driving. Driving on the m1 motorway the light for engine management and engine over heating has come on . There was no where safe for me to stop. With 500metres to half a mile maybe to go from when I have seen the light come on the car cuts out at junction 1 of the m1 motorway. I had it recovered to a different BMW garage. And on the first day and second day they had given me diagnostics that bmw at heathrow had not fixed the car correctly. There were clips missing from what I believe is the radiator. After he told me this I asked him to liaise with heathrow to fix under warranty. On the third day the story had been changed after they had spoken with heathrow and apparently there was a whole in the radiator and it was not covered under warranty. Now I am going legal.. it's clear that not only there was negligence but now seems to be some type of sabotage cover up to prevent them from fixing my car. I have spoken now to many people that have had very similar experiences. So it seems it is common practice for them. The car is 19 months old with approx 10500 miles. The car has not done many miles and should not be having these problems.

Took my car to Berry BMW Croydon 5 times in 4 months for a fault find and repair under warranty.The car was there for over 70 days.The customer service is poor,no one returns your call and they don't call when they say they will.They wanted the tracker removed which cost me £96,and another £96 to reinstall it as it wasn't causing the fault.They used over £50 of my fuel and gave the car back empty.
This experience cost me nearly £250 and the car was still not fixed.Jon Taylor advised take the car back to Sytner BMW where you bought it from,so i did.
BMW have a case file for this fault and Sytner were able to fix and service the car,and return it back to me in just over a day.
I've e-mailed Jon Taylor to see what his views are regarding this but he has chosen not to reply and that is why i have posted this review.(avoid this place at all costs).

The service I received was awful. The service was a lot of hassle and didn’t deliver. In spite of having emails confirming I had a booking for a service for the right day, no one was expecting my car when I turned up. They then had the car for two days. At the end of it they failed to do the service that it was primarily booked in for, and which BMW had contacted me to say was due. When I collected the car the service indicator said the service had not been done. So they had it in 2 days just for an MOT. In spite of the fact I have call records and texts showing that I had booked more than a MOT, they apparently had no record of it. Nothing was done to make amends. The service advisor who was supposedly dealing with my car had gone home early and no one else knew anything. They consulted the service manager, but not once did he come out to see me to find out what was going on or apologise. I can only assume this happens all the time, if it didn’t stir his curiosity or sense of service to customers. I have subsequently emailed the general manager Jon Taylor, who as part of a post service feedback, had asked to be contacted if there had been anything wrong during my visit, and heard nothing. I have had bad service in the past here too, so this is the end of a long road. I have bought brand new BMWs every 4-6 years for 20 years. I cannot see that continuing. I will be sending a written letter of complaint to both Berry Croydon and BMW UK, as everyone who buys a BMW should be able to expect a 5 star service. In the last few years this is not what I have received. Don’t buy a car without getting good after sales service! It matters. This is the first time I have ever bothered to complain, and the first time I have ever written a review on trust pilot - that is how bad the service is.

Bought our Series 5 from Berry BMW in Brentford. The process went really fast and efficient. We were offered a test drive and recommended financing plan. There was no hard or pushy sales. Great showroom.

They damaged my car mechanically and cosmetically and didn't take any responsibility towards the damages (I presume deliberately as I have the M engine, M owners tend to spend more money for repairs), then made me still pay almost £1000 pound for their time and called it fair. They just only verbally apologised that this happened. They were laughing at my complaints.they were literally asking me to keep an open tap with the costs till the car gets fixed. I'm taking them to court for this escalating damaged they did. I am Gathering evidence from BMW Experts.

Having been employed in the motor trade for all my working career, mainly on high-end luxury vehicles, and in that time, I’ve worked alongside numerous salespeople in different dealerships.
In all our conversations we had over the phone whilst negotiating the sale, David's manner was excellent and his over the phone and video description of the vehicle was exactly as he described.
I found David to be very professional, polite, and knowledgeable, and always very patient and not at all pushy.
This all took place under Covid 19 restrictions.
This is quite a new dealership in this location, I would have no hesitation in recommending this company and David for any future purchase for me, my family or friends.
Well done to David and Nick at Berry of Croydon
Excellent service
Many thanks
Alan

Most chocking experience ever. I bought a car from them in November and only drove 200mls

I have used this center before and I should have had some credit but they cleverly rebranded under a different name with the promise of improvement

I’m in a costumer service industry and we all know staff are the key . No staff we’re changed and I should have walked away

I was assured it had a full MOT . I then got a message it was due for mot

I booked this on Saturday. They clearly overbooked so shoved me to Monday .

When I dropped my car of I got a phone call that the brake fuel needed doing . I challenged this as I just bought the car but they simply said “service is not included in the price” never summed up there buisiness better .

I was assured that my car would be ready early as I re booked for there convenience. Low and behold it wasn’t ready at 1515( last pick up 1700) so pretty late in the day

I then had to wait for “ an hour “ which was 1650 to get my car and only after I prompted them as I saw my car leaving the workshop 15 min earlier

After this I was told that the tire threat , breaks are all on the brink .

Seriously i drove this car for 200ml and it’s completely broken

These poeple are clearly a bunch of dodgy buggers . Not only will I stop using them but never will by a bmw again as I cant believe such a premium brand is letting there outlets get away with this ! Absolutely SHOCKING

If I could rate them 0 stars I would, but sadly this isn't an option.
DO NOT VISIT THIS BRANCH!! Appalling customer service when it comes to aftercare & servicing.
The quote for my car included work and parts that did not need to be carried out - I chose not to get the work done with Berry BMW Heathrow as I had no faith in them.
My car was given back to me in an unroadworthy condition - this seemed completely negligent seeing as all they had to do was tighten one screw to get it safe for me to drive on to my chosen repair centre.

Recently I made a query regarding installation of iPhone digital key in my BMW an I've been told that someone will contact me soon about that. Within 2 weeks no one contacted me and I decided to give them a call and I've been told that there are no notes on my account. Anyway, I asked my question again regarding installation of a digital key and person on the phone couldn't even understand what it means. Then after couple of redirects to different departments person on the phone told me that you just need to plug your phone to USB cabe and it all will work which shows that person have no understanding of what he is talking about.

This is really bad knowledge of the product and customer service is also poor.

Main dealers often get a bad reputation for service. I'd say Berry Thames Ditton is a refreshing exception. Friendly, knowledgable and very cost effective. I can't fault them. My Mini will be going there until its aged like me!

Called on 1/2/21 interested in used 1-Series. Spoke to Jose Soares to get info on the car. He asked for my phone number [I declined] but I gave him an email address and said I would email him some questions on the vehicle. An hour later he **called my mobile** [he must have recorded the number against my expressed wishes] and called to ask where my email was. (!) The following day he called back - I was in the middle of a critical business meeting - to tell me that "someone else was showing interest" and I should "pay a deposit to secure the vehicle".

Just disgusting treatment of a prospective customer. They have no respect for prospective clients, no respect for the law [his use of my phone number illegal under Data Protection Act] and are clearly not to be trusted.

I shudder to think how they treat anyone unfortunate enough to become an actual customer.

Really bad customer service. Quoted £200 for some work, dropped the car in the morning, received a call 4hrs later to find out it will now cost £400 because they made an error on the quote, apparently the labour was not included even though I received about 4 emails confirming that £200 includes part, labour,vat)! No goodwill gesture, pay the £400 or collect your car!! Avoid using BERRY THAMES DITTON at all cost waste of time!! Was not expecting this from BMW!!!

AVOID at all costs. Charged me for alleged repair but the repair was not undertaken. Manager(s) in the business dont want to talk about complaints. Avoid BMW Berry and choose another BMW approved garage.