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The service is slipping at thsi garage.
Two weeks after the service the engine cooling light came on. Your service department tell me that they don't check the fluid level on this function. This seems to be very strange! A part ordered at the service under warranty still has not arrived!!
I have been a customer of Specialist Cars since they took on the BMW franchise in Tring. I have always been well looked after what ever the problem. The facilities for visitors are first class.
Outcome was great, process for keeping me updated and asking me to pay for fault that was not a fault was poor.However staff always polite and professional, even though staff shortages meant I was not informed at the right times
Can't really think how it could be improved - hence completely satisfied
Please see previous answer.
The staff was unable to work the issue. They did not know what was wrong with the car but refused to experiment. They wanted to change a part, charge us for parts and labor; when their guess was incorrect continue guessing and charging.
All work completed in time as agreed and car valet cleaned
Because I was completely satisfied.
No estimation as to how much it was going to cost before doing the service
See above with my experience at specialist cars cow roast.
Constantly told 'between 10-20mins' until something was ready; only for it to be 'another 10 minutes' for over an hour.My car keys left on the windscreen of my car in the main forecourt when everything was ready. Connected drive still not working.
The salesman and reception staff were very professional and helpful.
Professional, helpful and accommodate customers needs in general but did have to wait a few weeks longer than anticipated, probably because service so busy
Please see first comment.
The car was not ready when i arrived after being told it was. I waited 2 hours to get my car ready to drive home.
As above - I thought the service department appeared to be a shambles - perhaps understaffed and perhaps a "new computer system" had not been at all well introduced..?
On collecting my car was asked did I know where my car was parked.Gave my keys and a copy of the invoice. (car on a service contract.)When I reached home I found papers in the back regard rework to the convertible top,No discussion about the car
Sent reminder for service due
Couldn't have asked for more
After my 3rd attempt within a month of getting the issue fixed it's finally sorted. So happy now
The car came in as a result of a recall by BMW. It transpired that one of the two items needed (the heat shield) was not available in stock and could not be fitted.Three weeks later, I am still waiting for notification that the part is now in stock.
I called them on 11th August and again on 14th to say I needed a new alloy and could they order one so there wasn't a delay on the 15th. No one did so one had to be ordered on 15th and I didn't get car back until 16th. This could have been avoided.
Last service I was kept a well informed , but I had to rush to get to the garage before the end of the day to swap the loan car . My car was cleaned nicely, but the boot was left as it was.
The only thing I would comment on is the price I was quoted wasn't not what I paid but more I was disappointed with this after wanting to take out the service pack at the time I was talked out of it and it would of now been cheaper
See above points. With regards point 3) I was even told when collecting the car that the car was "nice and clean". I am unclear of the disconnect between the cleaning team and the customer service team to not realize it had been missed
BMW to home & back chauffeured service. Car completed within required timescale & under warranty.
Service carried out while I waitedCar washed
I don't think they listened to me
All work executed correctly on this occasion
It was a brake fluid service so nothing really to comment on. They did wash my car despite the pouring rain!!
Usually they are good but we have an ongoing issue about play in the steering. This has not been resolved to my satisfaction.
The receptionist looks after you and the service is perfect. As a disabled person the only thing I would ask is that technicians remember two things. Firstly to not adjust the drivers seat and secondly to park the car back in the disabled space
Everyone I spoke with was knowledgeable and extremely helpful
unable to achieve problem solving
The car was brought in for a system message showing the RDC failure and that tyre pressure could not be monitored but the car was ok to continue its journey. This problem continues to occur not fixed despite two tyres having been replaced
Because they still could not fix the weather widgets which i used to like have displayed on my main menu, and bmw say its an issue they looking into, worked fine untill i renewed my subscription on the app
Car came back with oily marks on the drivers door and three of the alloy wheels
Everything happened as it should.Especially liked the video report
no reason not to be satisfied
took out an insurance for dents to door panels took the car in and there was confusion on the claim on both parties the matter was dealt with but only after a rather heated exchange would have expected better after the money I spent
Everyone is polite and you are always kept informed on what is being done or needed to be done with the car.
Good and timely service and resolved warranty items
As above. As someone who has used you for well over 10 years and recently bought the first new 760 from the dealership, maybe some kind of discount could be applied for future services.
Very good customer service
Last 12 years we were given a very personalised service by Mr. David Holy whose Customer Intimacy was excellent. This time we did not feel the same. Product Leadership and Operational Excellence are not the only criteria for Customer Satisfaction!
There was no-one qualified to work on the problem the car was booked in for. A second appointment was required at another branch.
The fault with the ABS/DSC etc has reoccurred since service was done.
I have used your garage previously so I assumed, incorrectly that you would know this was a lease car. There is paperwork in the car that confirms this. I was not able to respond to phone calls as I was away with work and this delayed my repair.
With regards to the work undertaken, a plastic cover in the engine was left loose which caused a rattle sound. My husband fixed this rather than bringing back to BMW. It would have been better for this not to have been loose and a double check made.
Fault still remains
Car was fixed in under 24 hours and the valeting was excellent.
As above. I liked the video of their initial investigation of the problem. It's very clean and nice in the dealership and I didn't have to wait.
as above plus a lift home without problem
I had booked a while you wait MOT service, which was done on time. The showroom was a pleasant place to spend my time whilst waiting as well, no complaints at all.
Nothing is to much trouble, helpful service and excellent facilities
My wife was originally asked to pay 300 pounds to change two tyre valves. When I got involved the price went down to 30. This was suspicious.
Car repairs carried out swiftly and correctly
You also fitted new rear tyres saving me the hassle when I returned from holiday, and although could not price match you saved me time and hassle
For the same reason as above..
the quality of the touch up on mirror at purchase could have been better. I have subsequently visited for a warrenty item and the service dept were very helpful.
Alex could not have been more helpful.Well done Alex!
Courtesy and professionalism throughout.
My car has developed squeaky brakes, and I think the handbrake lever travel is excessive. Both were mentioned at checkin, but was told adjustment would cost £40. Not impressed. The fast track 90minute service took more than 2 hours.
to me the company has the whole focus is wrong the attitude is look at our wonderful computer system rather look at how easy and what great service I can give you because of the system and that is not the case
The car is usually cleaned after a service, but not this time - and I had to point it out on collection. In fairness, it was done when I took it back the next day. The mileage was incorrectly recorded (need more space - completed under 3 below)
The service, attention to detail and the deal on offer was truly excellent.
Taken back home, job done very well and communicated to us. Car then delivered to home
I was invited to bring the vehicle in and on arrival I was welcomed and referred to the appropriate department. As my waiting period was about 1 and 1/2 hours I was transported to Berkhamsted and invited to contact you for return to the Centre.
Prompt and courteous!
Excellent customer service, timely updates during service.What I loved the most was receive a text message with a link to a personalised video of my car being inspected within 15 mins of dropping it off.
The whole experience from booking the service, car pick-up and drop was flawless. Staff were very helpful and courteous with the way they dealt with me.
Totally satisfied with the service
A combination of reasons. No contact on the day of the service led to me driving out with tyres that were unsafe; was then given details of the wrong sized tyres; no attempt to contact me for a pick up as promised; the worst car clean I can remember
Once returned, the steering wheel was covered in sweaty grime and grease that I had to clean. It wasn't a good job at cleaning outside of the car with some obvious bits missed, e.g wheel spokes. Positive, they did drive the car back to my house.
The whole process was professional and left us feeling special
As ever, everything went smoothly from the order to delivery and even the private number plate change. Seamless.
Gerry Lane was extremely helpful and I loved the video that he sent me when my car had arrived, it was such a personal touch. From the time I purchased my car to receiving it, it was only 2 weeks. They had the exact car I wanted in stock.
Now in my 4th new BMW, although the sales experience was good, once I had my car for less than a week and went back to report two issues, the promised contact has not occurred after a week.
Again, timely responses and maintaining contact throughout
Sales process with Jason and Gary was excellent. I would have preferred to collect my car from an under cover location to check it over rather than in the car park. Internal valeting and final preparation could be improved.
Given sufficient information and time to decide
It only took 3 days between purchase and picking up the car. Excellent service all the way through.
As above, Jason was also very attentive and knowledgeable
I was always made to feel special & welcomed by Gerry Lane and Nikki the receptionist. I also had the opportunity of having a tea or a coffee whenever I visited your store which is great.
Everyone very helpful with purchase and not rushing for sale but did not see the pitfalls of the sat nav. Staff good in arranging number plate change and collection.
The sales representative, Mark Hooton, provided a professional and instructive service during the purchase & delivery of our (first) BMW, We have had new cars for the last 30 years and this was the most pleasant experience..
The lady sales person was great she guided me to the car I needed, looked through the BMW stock list found the right car, we did the test drive, she was very professional.
Mark Wilson was very helpful from the initial test drive request, to ordering the car and arranging delivery with a colleague of his. Fantastic service from everyone at Tring BMW and all done with a smile!!!
The whole process was explained very well so easy to understand.
Most impressive salesman. Not at all pushy. Very friendly and technically able. Essentially, however, the car sells itself!
They went out of their way to bring forward delivery. Located type and colour of car required.
Good purchase experience but took longer to sort paperwork and get the car delivered than I would have hoped. If Amazon can do next day delivery for an item costing a tenner, BMW should be able to do it for a £64k car.
Everything was perfect
Very good service from Mark Brimmel always.
I have dealt with the sales representative, Mark Wilson, for this car and my previous one. He understood my needs and was well aware that I was considering an A-Class. He anticipated my wishes and arranged a car from stock which I purchased.
Outstanding treatment from the Specialist Cars sales person; Mr Mark Wilson
Everything was done to ensure I not only got the vehicle I wanted and needed but also, the speed, efficiency and attention I received from the salesman was excellent.
Unfortunately the car suffered a flat battery within a couple of days of delivery hence the call to your emergency services. Other than that one cannot find fault with the salesman and his efforts to resolve issue
Staff where friendly and welcoming.
Friendly and attentive staff made me feel a valued customer
Open and helpful staff.