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5.0SERVICE
4.5Our 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.
363 ratings and 171 comments received in the last 90 days.
12 December 2024
Good communication throughout. Wish I'd asked more about the new packs on my car - Technology, Driver Assist Pro.
04 December 2024
Very professional and super cool Articulation on how to use the car . great humour and delivered the car a week early which was great - keep the good work up guys
03 December 2024
Johns exceptional customer service.
02 December 2024
Ben Finch and Sam Lewis were excellent to deal with, updates all along
02 December 2024
All the staff were friendly and kept me informed
29 November 2024
never let me down
27 November 2024
Friendly and efficient service.
27 November 2024
Very pleased with my experience and Connor Fox who was my sales rep was very knowledgeable about the car and answered all of my questions, and kept me updated throughout.
26 November 2024
Pleasant & informative sales staff. A good test drive was arranged at short notice. Subsequent specification/ordering process was handled efficiently. Estimated delivery date was met without slippage and I was kept regularly informed of progress.
17 November 2024
Brilliant Marvin was fantastic understand nothing was to to much trouble always got back to me very quickly happy to explain every step of the process just a great guy to talk to
14 November 2024
Sam was wonderful to deal with, he always responded to any questions I had and was very concise and knowledgeable and I felt very secure with my purchase with him for my brand new BMW X3
09 November 2024
Bilal managed everything so it was very efficient for me.
04 November 2024
Friendly professional prompt clear guidelines
25 October 2024
The car was delivered without a full tank of petrol. I don't understand how a new BMW car can be handed over like that. Furthermore, they sent the car documents to the wrong address! It's not about the money, it is all about customer satisfaction.
24 October 2024
Very good experience- Connor went above and beyond expectations
22 October 2024
John Carter was really helpful and great to deal with and all the other staff on the day I picked up the car were very good too.
20 October 2024
A very smooth and straightforward experience. No complaints or issues.
18 October 2024
This was my first car purchase. I wanted a high quality car, Marvin Mills made this sale! Marvin viewed me as a customer, unlike all of the competitors. And sought to give me ample information to make a decision. THANK YOU Marvin!
06 January 2025
All went to plan!
06 January 2025
my car had recommended work to be done - but I was not informed until it was ready to be collected so I couldn't get it done while it was in for the whole day and will now have to take it back another day.
06 January 2025
Went above and beyond.
06 January 2025
No complaints
06 January 2025
Did exactly as expected
05 January 2025
Everything is fine but through the last 3 services the service warning light has not been re-set properly. This time says I am overdue as it was set for April 2024. Which means I have to go back to Berry's for a 3rd needless journey to get it correct
05 January 2025
I could not believe that BMW Berry does not have a courtesy car, or a drop off service. To return my vehicle for the manufacturers recall i had to pay £100 in taxis. Not what is expected of a brand like BMW.
04 January 2025
Easy
03 January 2025
Good video feedback,car was clean and again staff kept me informed
02 January 2025
The vehicle details on record were inaccurate as they belonged to my daughter who took the vehicle in with a flat tyre just after purchase. The details were not cross checked with mine when I booked the service.
02 January 2025
Date was changed of my service time. I had communication from the branch with a text and email. I wanted to be in early so my day was not interrupted too much. Alas an hour later starting meant I was there till nearly 1pm. 9am original booking.
02 January 2025
Staff were very helpful and my problem was fixed quickly.
01 January 2025
See above.
30 December 2024
Very quick and efficient
30 December 2024
Because the service was completed on time and I'm pleased with the result.
29 December 2024
Excellent Customer service
28 December 2024
Really appreciated the help from Berry Cobham to get my puncture repaired at short notice. Many thanks to Lauren, especially.
26 December 2024
Berry Cobham on both occasions I interacted with oil cooler recall and service were very good, professional and friendly. Shame about the customer service team out of branch letting them down to prevent 5 stars.
25 December 2024
Service was friendly and professional There was a make employee collecting cars who I thought was rude to the lady on reception but other that all good.
25 December 2024
Friendly staff, quick service. and a Z8 in the showroom ??
24 December 2024
Car computer not fully reset to reflect all the service's carried out - it is still say it needs servicing in 12/2024!!
23 December 2024
Excellent communication. Great service, very professional. High recommended.
22 December 2024
Staff go over the top to help and costs reasonable
20 December 2024
All good
20 December 2024
Service was great. There was a delay with the service however staff were very nice
19 December 2024
Customer care is good, but at a high price.
18 December 2024
Comprehensive video report. Very welcoming and polite staff. Gave me an office to work in which was great. Coffee wasn't the best but that's my only criticism.
17 December 2024
No complaints at all.
16 December 2024
All bmw requirents met and dealt with satisfactorily
16 December 2024
The car was booked in quickly, I was reminded about my appointment, the garage was open earlier than 8am and all works completed quickly.
16 December 2024
All the people working here were extremely attentive to me. Helped and were friendly. Above and beyond!
16 December 2024
Good video check sent through, and all work done very efficiently. Customer-facing staff great to engage with.
13 December 2024
Professionalism
12 December 2024
All went smoothly and quickly. Thank you Savannah and team! I was offered a room to work in with my laptop which was really appreciated and not expected. Had 3 lotus biscuits - shhh!
11 December 2024
One star because Lauren was nice. I've had 4 bmw for the last decade and I'm never buying another one. The fact that the quote was so high made me question whether I should keep the car;
09 December 2024
Dramatic improvement over the past 20 years!
08 December 2024
It is true
07 December 2024
Was very impressed by the help I was given and fast efficient service .
05 December 2024
I was very satisfied with the service as the staff was friendly and lovely and guided me nicely. However the only thing I would say is to give the customer a realistic waiting time because I had to wait 20 mins to collect my car when I was told 3-4pm
05 December 2024
Great team, swift job done well and on time. Felt valued and updated.
04 December 2024
Excellent service from all members of staff at Cobham branch, kept me fully informed and updated with everything, particular mention to Connor Fox and Lauren Eacott who were so helpful and friendly.
03 December 2024
Minor inconvenience trying to find out why service was still showing as outstanding on BMW app (transpired due to having a service pack)
02 December 2024
Very helpful solving a difficult problem.
02 December 2024
Satisfied
02 December 2024
high cost
29 November 2024
Lauren as always very helpful and attentive
29 November 2024
First class service
28 November 2024
Ambia and reception team were very attentive and friendly
28 November 2024
I have had a satisfactory and delightful experience from the moment I stepped in. You have a very professional team that deserves a big Thank You!,
27 November 2024
Because they are very helpful and the service is great!..
27 November 2024
Great customer service
26 November 2024
Excellent all round.
26 November 2024
Prompt, efficient and friendly
25 November 2024
Dissatisfied with the EGR Coolant recall work. Took back less than 24 hrs later due to Drivetrain EML. Was told that something was loose and was tightened. No apology given for wasted weekend without car nor compensation for extra travel to Cobham!
25 November 2024
Good reception, kept informed.
25 November 2024
Great service car was done and returned no problem.
25 November 2024
Friendly efficient team
22 November 2024
Professional
20 November 2024
Customer service and interaction very high from delivery of car to collection. I prefer coming to Cobham than Thames Ditton even though logistically more inconvenient
20 November 2024
The pre service App speeds things up. The planned work was done and additional work was agreed to and not unexpected. On collection, the car had been valeted except the wheel hubs were dirty with hand prints where tyres were changed. A pity!
19 November 2024
Lauren was very helpful. We were particularly impressed when she assited is in finding a new key fob formour broken one
19 November 2024
Very efficient
18 November 2024
Outstanding service and work carried out in good time.
18 November 2024
Good communication
18 November 2024
Nothing to complain about, excellent service
18 November 2024
BMW recall
18 November 2024
Polite and efficient service manager
18 November 2024
Very good standard. Best to none.
18 November 2024
One query was not addressed or apparently investigated during service.
18 November 2024
No complaints
18 November 2024
Thames Ditton bmw is way more convenient- but after 2 shocking servicing interactions there I moved to cobham bmw and (touch wood) performance had always been as very good. For the record other friends have also followed (TD to Cob) for same reasons
18 November 2024
Very satisfied with the service received and kept updated throughout the process.
18 November 2024
Very efficient
17 November 2024
N/a
17 November 2024
I was pleasantly surprised. My previous experience with Berry was very poor - I booked online including a courtesy car which turned out not to exist, had to get a taxi home. This time they were really quick so I could wait and very helpful
17 November 2024
Would have given 5 but I was asked over the phone if I wanted the car to be valeted and on pick up this was definitely not done.
17 November 2024
After calling teice before anyone answered i then was placed on hold for 15 mins. i then hung up and called again and left my contact details and was told i would be called back. I waited an hour and didnt get a call. I ended up driving to the garage
17 November 2024
My car was returned with a fault to the nearside passenger window. I was told the fix was possibly only temporary but after leaving I discovered it did not function at all
16 November 2024
It went well but I asked for the car to be ready by 4pm and I did not luck it up until almost 5pm and then encountered heavier traffic to get home.
16 November 2024
Good and friendly service
16 November 2024
Everything necessary was done to service my car and it is running smoothly again
16 November 2024
I was very satisfied with the MOT but the technicians still couldn't resolve my tyre pressure issue.
15 November 2024
Correct failure diagnosis and solution
15 November 2024
Car wash not done. Got standard text saying car would be ready by 5pm, but received a video from your technician at 12 saying it was done. I called up late pm & was told it was ready to collect. Got there at 4.30pm and it hadn't been cleaned.
15 November 2024
Excellent service as always from Henry and the team
15 November 2024
Durnell was great at keeping me informed. Check in using the digital kiosk good.
15 November 2024
I'm always looked after well, especially by the service department that provide outstanding customer service led by Phil and Henry. I always feel valued and they are always flexible and accommodating, and are interested in me as an individual.
15 November 2024
helpful service manager
15 November 2024
Great service and car returned on time
13 November 2024
Everything went well and I was notified around lunchtime that my car was ready for collection
13 November 2024
Excellent customer service, Savannah was very helpful.
12 November 2024
In fact my X3 only required an MOT this year.
12 November 2024
Good service just a bit pricey
12 November 2024
Everything worked like clockwork. On time, complete and with a smile.
12 November 2024
Lauren was an absolutely amazing gem of a representative. Extremely empathetic, high attention to detail and supportive throughout.
11 November 2024
When I picked-up the car I was given a print-out of the vehicle health check, which I appreciated. However there was no mention of the reason the car was there in the first place - ie the recall item - a replacement EGR.....
11 November 2024
My service experience was very good and sorted my car problem out quickly
11 November 2024
Aside from cost. Service has no complaints
11 November 2024
Well I work there so I didn't want to upset the automotive apple cart.
11 November 2024
Lauren was lovely to deal with and kept me updated.
10 November 2024
Collecting the car was very clinical and had no real feelings.
10 November 2024
I was not able to give five stars for two reasons (1) Confusion between the front desk and the service advisor when i went to pick my car, (2) I opted for a complementary car wash during checking in but the car was not washed when i picked it up.
09 November 2024
Professional and caring
08 November 2024
Savannah the service staff member assigned to looking after my car worked very hard to ensure that the map update my car had come in for could be carried out.
07 November 2024
The service was done as arranged
07 November 2024
Work completed as expected
06 November 2024
Great personalised service with lovely staff
06 November 2024
Convenient and friendly
06 November 2024
Everything is fine, apart from the so called wash, it was so bad might as well not bothered, the windows has more smears after the wash then before!!
05 November 2024
Not happy with the experience. Was a waste of time.
05 November 2024
a very good service
05 November 2024
Very good service
04 November 2024
Very helpful and efficient
04 November 2024
Completely satisfied
04 November 2024
Whilst the actual work done was good, there were a few issues: - The work took longer than I was first informed - I was told my car was ready and then sat and waited 30 minutes - The speaker cover was left on the passenger seat and broken
04 November 2024
service team very good from reception to letting you know on any issues.
04 November 2024
Dont have an option to give 0 stars otherwise i would have given that.
04 November 2024
Staff were informative and everything that needed doing was carried out in a timely and efficient manner.
03 November 2024
Lift out of order Drinks machine out of order
31 October 2024
Car went in for MOT. I arrived an hour before dedicated slot and requested completion asap as I was extremely unwell that morning. Car was completed and returned to me in one hour. I was so grateful.
30 October 2024
Fair price and excellent customer service
30 October 2024
Helpful and welcoming receptionists
30 October 2024
The service on purchase was great but the after sales experience has been really disappointing. The vehicle has had issues and there has been no follow up since it went into be fixed even just a courtesy call to confirm everything is now working,
29 October 2024
As said above fantastic aftercare service and felt completely looked after throughout.
28 October 2024
Excellent service and ease of use. Small wait at puck up even though I had been given a code?
26 October 2024
All excellent except attempt to sell me new tyres unnecessarily.
26 October 2024
Very helpful
26 October 2024
A lot of helpful staff
26 October 2024
service confirmed and easy to drop off car and then informed by text when ready to collect.
24 October 2024
Polite, prompt and efficient. As usual.
24 October 2024
SO much better than Thames Ditton. I don't know what is wrong with that place but although I have spent a lot of money on new cars there and the service is great, the after sales care has always been poor.
24 October 2024
Last visit excrllentt
23 October 2024
Flexible, professional, helpful & rapid.
23 October 2024
The reason for attending was ultimately carried out and I do like the video from the workshop. I did have to wait 25 mins to pick up the car as even though the time was sent was provided the car wasn't ready or blocked in by others.
23 October 2024
The self service check in and key drop is invaluable to me as I have to drop off before your official service hours. Pick up is generally very slick with the cleaned car presented back to me
23 October 2024
Car was in for factory recall, they also checked to see if there was any more outstanding, which there was. Work was completed in the time estimated Very pleased with results
22 October 2024
Very good service
22 October 2024
Quick response, good work, reasonable price, clean car
22 October 2024
Henry is an asset to the team and he ensured I was looked after so well. I would travel 100 miles further if Henry were to move dealership just to be served by him! I can confidently buy another BMW if Henry is still around and not have to worry
22 October 2024
Lovely staff, great communication and excellent, timely and reasonable priced services
21 October 2024
Were able to find the fault and fix it very quickly
21 October 2024
Could be quicker red tape wise. Front desk bit friendlier.
20 October 2024
Received good sevice
19 October 2024
Service was good but test drive was a bit hurried.
19 October 2024
It was efficient even though your on line booking was not
16 October 2024
They explained clearly what was needed from this annual service; provided video of the inspection; completed on time. All staff delightful to talk with.
16 October 2024
Very good service!
16 October 2024
Very efficient polite service
16 October 2024
Friendly staff allow me to work from dealership ( a big help for me) whilst I wait
15 October 2024
Easy to schedule the work at your service department. Particular shout out to Savannah from the Cobham centre, who was incredibly welcoming, polite and helpful, making the whole experience straightforward and enjoyable.
15 October 2024
No issues
15 October 2024
The experience has been different since James Lewis left, he was extremely knowledgeable, prepared with info, anticipated issues and always advised the best course of action. Service was good, but some of that magic is missing.
02 January 2025
Everything happened as expected