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5.0SERVICE
4.0Our 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.
254 ratings and 139 comments received in the last 90 days.
08 May 2024
Very helpful, delivered the car to the spec and timeline as promised.
02 May 2024
Extremely well looked after by knowledgeable and friendly staff throughout the dealership.
28 April 2024
I have given full marks although there have been complications as almost every panel on my car is scratched. Also damage to rear bumper , the team Ben especially have been brilliant in the process to rectify
23 April 2024
I have purchased three cars from BMW Hindhead and Mark Byron has always looked after me in such a positive, professional and friendly manner.
08 April 2024
The experience was ok but certainly not "premium". The saleswoman was new and lacked experience. It felt like I need to lead her through the sales process rather than the other way round and was a little chaotic at times.
04 April 2024
Very smooth purchase. Car was available in timescale specified.
01 April 2024
Ben, Lee and Ian were attentive, professional and friendly and as honest as they could be
30 March 2024
Very happy the car was in stock so I had it within a week and Lee went through all the controls with me and made sure I was 100% happy with everything before I left.
30 March 2024
Coffee on arrived and a quick transaction
28 March 2024
Everything was perfect. Such an easy process.
26 March 2024
Delivery was 3 weeks later than expected
26 March 2024
Really nice experience with welcoming, friendly and smily faces, efficient with all the paperwork done up front
24 March 2024
Kathryn took time with great patience to both sell me what I wanted and handover.
20 March 2024
Very smooth.
19 March 2024
Great offer and excellent service
19 March 2024
Great welcome and professional sales service. Kept update with status of order. Mark at Group 1 Hindhead was exceptional.
15 March 2024
Although the initial contact was disappointing it was recovered well with the team being very helpful and accommodating with it being a positive experience in the end.
14 March 2024
Great service, lovely staff. Got new car within 2 weeks so very pleased. Will hopefully return soon for my fiancé to purchase a new car
13 March 2024
Excellent service provided.
03 March 2024
Mark made the whole process easy. I never felt rushed and he answered all my questions taking time out to ensure I understood everything. Mark sat in the car with me to explain everything and checked in with me the next day to make sure I was happy
01 March 2024
We found Mark Byron to be very helpful and knowledgeable about BMW. Would highly recommend
28 February 2024
Seamless experience. Great team. Super helpful.
26 February 2024
Fantastic very efficient and made everything straight forward
22 February 2024
Knew exactly what I was getting, didn't have all the options I wanted, but happy
06 May 2024
The process was clear well handled by BMW staff and was value for money.
05 May 2024
Painless. Easy to deal with.
05 May 2024
Car completed on time and washed
02 May 2024
Liam was very attentive and professional.
02 May 2024
Everyone I spoke to at the service department was kind and efficient and polite.
01 May 2024
Job done well
29 April 2024
Exceptional customer service from Joshua Davis and Tracy on your reception and a very polite, helpful and professional Technician in Peter.
29 April 2024
Friendly staff, everything was explained - everyone was attentive the moment I walked in.
29 April 2024
Throughout the appointment customer service was excellent. All effort was made to meet my deadline for collecting vehicle. I was kept informed through your and was made to feel welcome.
29 April 2024
Good communication and service
29 April 2024
Quick service, kept well informed, ease of handover of courtesy car
28 April 2024
Very attentive couldn't do enough fir me when I was there
27 April 2024
I was contacted for vehicle recall, given an appointment and reminder prior to that date. On arrival I was immediately dealt with by Liam and soon on my way with a loan car. I was contacted when vehicle was ready (valeted) and was soon on my way.
27 April 2024
The technical expertise available at Group 1 addressed all the issues that arose with the car.
24 April 2024
Staff attentive and very helpful. Only reason not a 5 - main dealer pricing (appreciate you get MD quality which comes at a premium)
24 April 2024
Service done in a speedy manner and they kept me advised of progress
24 April 2024
Friendly courteous staff. I was especially grateful for the courtesy car wash
24 April 2024
Polite and efficient
22 April 2024
Good service
22 April 2024
best group in a long time I have been dealing with since driving a BMW
21 April 2024
Positive and Liam was very helpful
21 April 2024
Why not. This was a recall and all was done swiftly and seems OK>
20 April 2024
Very good customer experience
19 April 2024
Easy to organise the visit and courtesy car, good communication before arrival and while the car was being serviced, friendly staff
18 April 2024
From booking through to updates and the service itself went smoothly. Identified an additional issue which was fully explained and rectified.
18 April 2024
Pleased they spotted issues with my tires
18 April 2024
Josh Davis was very helpful throughout, even though I could see that he was constantly busy.
17 April 2024
Excellent service from start to finish
16 April 2024
Car serviced professionally and promptly and staff very helpful and courteous.
15 April 2024
Service at Group 1 is always good
15 April 2024
Nothing to moan about
15 April 2024
The online booking tool and in house car records are not kept aligned. I booked in my current car with all details correct on line. The garage tried to service my previous car.
14 April 2024
Clean car inside was a bonus
14 April 2024
Again nice people and fab service so far.
14 April 2024
The good intervention of the service manager, Josh, I was dealing with was very helpful.
13 April 2024
Great customer service! Really friendly and helpful
13 April 2024
The part I required was located in Germany, so there was a 1 week wait. However, I did have a loan vehicle which helped
13 April 2024
I was on a 1.5hr waiting appointment. It took 2.5hrs. Then I was informed my car was on the way back from the wash bay & was alerted that two bulbs had blown in my car. Then he disappeared for 30mins only to tell me they had no bulbs in stock. Fuming
13 April 2024
I was kept informed of progress at every stage, couldn't be more pleased.
11 April 2024
Work undertaken and completed with no issues within the timeframe suggested.
10 April 2024
Overall the issue was resolved for free and I was given a free mug and bag however it was lucky I was on holiday or I would of been without a vehicle for 3/4 days rather than the initial 1 day.
10 April 2024
Service carried out effectively
09 April 2024
Informed polite staff, service completed timely and all made very easy for me.
09 April 2024
Great customer service
09 April 2024
Helpful
09 April 2024
Job done!
09 April 2024
Happy with the whole experience.
09 April 2024
I always receive professional and friendly service from reception to the servicing department.
08 April 2024
As above
07 April 2024
Intrigued as to how tread on one tyre was 5.0 MM a year ago and is now 6.0 MM. And rear brake pads are 30% worn now whereas as last year they were 40% worn. Requested adjustment to rear wiper wasn't done. Appreciated video and cleaning
07 April 2024
Same as above. I have emailed my feedback already separately via your complaints process on your website
06 April 2024
See above
05 April 2024
I felt very welcome at BMW. Liam has explained everything to me in a great detail and helped me with BMW app. He was very friendly, helpful and professional. Service took less than 2 hours which was great as I came all the way from Oxford.
05 April 2024
Job well done
05 April 2024
Liam was particularly pleasant, looking for ways to chat, smile and satisfy me as the customer! His sister was also very focused on ensuring my experience was a good one! Well done.
04 April 2024
There was a problem with the order of the correct tyre but I was given a loan car and it was all sorted the next working day
04 April 2024
My MOT was completed efficiently and quickly and was value for money.
03 April 2024
The car was in for an MOT and full service. The following day I noticed an oil leak and had to return the car to the garage. It was found that the seal on the oil filter had been damaged whilst fitting.
03 April 2024
Joshua was very helpful
01 April 2024
Customer service is excellent.
01 April 2024
Excellent service
31 March 2024
Not very. I was made to wait 2 hours. No one spoke to me to update me. No interest shown. 1 sales guy disappeared, the other one was chatting to his friend who wasn't an employee for an hour. I sat there and could hear everything. I was ignored.
30 March 2024
because it was
29 March 2024
Vast improvement on customer service over the past 12 months.
29 March 2024
I waited in the showroom whilst work was carried out on my car. It was a pleasant experience with staff keeping me up to date with the progress of the car and offering unlimited tea/coffee facilities and snacks!
29 March 2024
all the staff were very kind, I was offered a space to work whilst the car had it service and supplied with tea and coffee!
27 March 2024
They were polite and pretty curtious but was told they the check up would come with a free car clean interior and exterior but this didn't happen. When I asked they said they were too busy but people were standing around doing nothing
25 March 2024
little to no communication during my time at BMW Hindhead. Very frustrating. I had to chase up the staff for updates.
24 March 2024
Good service.
24 March 2024
2 promised phone calls were not made and the service team didn't answer the phone when I called, so I had to be driven to Hindhead to find out what was going on. However when I was at the centre Josh Davis could not have been more helpful.
24 March 2024
Booking was a bit vague from what appears to be a call centre.
22 March 2024
Efficient and professional
22 March 2024
Always excellent customer service here this time from Josh, everything went as expected, very friendly & streamlined with an excellent courtesy car given, the BMW i4, fantastic car, I now want one.
21 March 2024
Very good
21 March 2024
The staff attend to every detail and are friendly and proffesional
20 March 2024
Service could do better by checking add blue levels while in service. Add blue light came on next day. Also I have been told service does not do gear box service on request anymore, only if engineer has concerns. The manual says every 65000 miles
20 March 2024
Kept aware of issues and asked for approval. Faults fixed quickly
19 March 2024
Poor communication and fobbed off. Not informed that product not in stock, complete waste of my time having car there all day. Not confident product recall is resolved. Concern with fire risk.
19 March 2024
Good service, good communication
19 March 2024
As previous
19 March 2024
Oil change not input to car memory requiring reattendance
15 March 2024
Price
14 March 2024
Again, Joshua Davis
13 March 2024
It would have been 5 stars but when I went to collect my car after it was serviced and MOT it would not start. The service adviser had to get me a technician who eventually sorted it but it did take about an hour.
13 March 2024
Great service
12 March 2024
A very good experience and It would have been 5 stars but the bill contained washer fluid top up and new battery for my keys - they did not talk to me about this and I would have liked to be asked before they went ahead with these items.
11 March 2024
Not enough experience to comment and no human contact other than to pay the bill
11 March 2024
Easy booking and flexible collection afterwards as needed to change pickup to the following day. All work carried out as expected.
11 March 2024
Very helpful staff
10 March 2024
Excellent
09 March 2024
I was pleased my warranty covered some of the repairs. The extended time to service and my need to rebook the appointment were poor and wasteful experiences.
08 March 2024
Again everything was completed without problems
07 March 2024
Terrible - even when making a complaint the service manager argued and claimed that they routinely charged for work/product which was not approved or authorised. Quoted price £222 - Requested payment £380. Shocking behaviour.
06 March 2024
Lovely ??
05 March 2024
Costs were as forecasted and work completed within allocated time frame.
05 March 2024
The entire team was very friendly - I had to work on my laptop whilst I was waiting so they gave me a desk which was really helpful! Coffee was nice too.
02 March 2024
Have always had excellent service from the sales and service teams.
28 February 2024
Excellent
27 February 2024
Tracy (Tracey?) reception manager is a very pleasant person to deal with and suggested I arrive when you opened for a better chance of using an office for 3hrs. Got more work done than in company office + a video call. Was offered drink on arrival.
27 February 2024
1. Brakes juddering. Told front pads and discs which had only done 3,000 miles needed to be replaced at a cost of £1,000. When questioned agreed to replace one of the calipers at a cost of £440, which appears to have worked.
27 February 2024
Work carried out to high standard with good communication
27 February 2024
Good service
27 February 2024
See above
26 February 2024
Everything was up to standard.
26 February 2024
Very helpful. Carried out all the work they could within the timescale alloted and helped to overcome the lack of a loan car.
26 February 2024
Polite and efficient
25 February 2024
Excellent
24 February 2024
It took two separate visits and three days over all for a simple task to be carried out. At no time were we kept informed, or any apology given. We were just told "it wasn't their fault".
23 February 2024
Good service
22 February 2024
Thorough job.
22 February 2024
Did what was required
22 February 2024
Excellent service, very helpful staff
22 February 2024
Good job well done
22 February 2024
I did ask for rubber mats for the front compartment of the car but they were not available in the right size. Have asked before to have them ordered in but there was a misunderstanding about pre-payment. Hopefully they will be available soon
08 May 2024
both members of staff who dealt with me were super