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Some lack of communication on the day with the Sales Advisor appointed to deal with my MOT and service concerning the collection of my car.
As far as I can tell, all the the work on my car was carried out to schedule and to a high technical standard. In addition, the car was given a good clean inside & outside. It was a pleasure to drive it away,
Was kept informed of how everything was going
Because I was completely satisfied! :-)
I was disappointed to get my car back in a worse state than when I took it in to get the problem fixed. I wasn't called to get my car back and went at the very end of the day myself for an update.
Other manufacturers drop you off and pick you up at your place of work I gather, one way is often inconvenient and a bit odd...
Rattle in driver's window 10 times worse than it was ! I can't tell it the glovebox rattle has been cured because the window is making so much racket
Recall issue with the car is unresolved and no communication provided on the status until we arrived to collect the car, having been told it was ready. We returned immediately on realising the issue was not fixed.
EVerything went well, however, would have appreciated if I was told what would be done to my car as part of the recal
Reception staff were very helpful. I was emotional due to bereavements and the lady was very kind and got me a coffee - decaffeinated was requested and found (unlike the Reading garage who haven't got any in despite me giving them feedback!).
The only thing that let my experience down was that I had booked the service 2 months in advance together with an automatic courtesy car. I was given a manual!,
As you may know, a very positive experience was spoilt when I couldn't find where you'd put the locking wheel nut key. In future, it would be much appreciated if you would replace it in the correct location where you found it.
Job got sorted quickly
Generally satisfied. Work was timely and under the quotation provided. Drop off and collection were both completed with 5-10mins max which was great.
Car was booked in for smart repair Did not get call back for date to booked in but very unusual for Kerry welch
The staff made the difference.
Service was completed as planned and a few extras checked for which I was thankful. Unfortunately there was confusion on my booking, communication was poor on the day and the car was returned without a good clean.
Service was friendly helpful and efficent.
great service, keen to make the deal work without being over the top. Very professional salesmanship!
kept me informed - mot while I waited - finished sooner than indicated - ie over delivered -and close out explanation of checks done etc was helpful. Also comfortable waiting area - with tea/coffee, papers and wifi.
Courtesy car was absolutely filthy inside and out. Took a week to complete work, of which 90% of this was waiting for parts. No proper follow up about after care of the new fitted parts, everything seemed rushed.
The pick up/drop off service was useful and the work done was well explained. The prices were high, but this appears to be a BMW-wide trait. Could introduce service videos, which other manufacturers already do.
The actual service from Georgie (customer advisor), the BMW technician working on my car and reception was brilliant.
I was offered a service for my car to be picked up and collected, which made life a lot easier, the works was all done and the car came back earlier than i exected.
I highlighted a problem with my tyres on the Monday at my service. They said they had checked them over and wasn't a problem. When I left the showroom the issue was still there. We re-booked another appointment, and when I arrived you cancelled it.
The first time that I have had a BMW serviced. Everything was straightforward and simple.
Barons were better than the previous dealer I went to who was awful (their Google reviews echo this sentiment). Barons SA was polite and efficient but there was an issue that needed escalating to the Service Manager to get resolved.
Although the service is normally good, the car was kept for longer than planned, because the parts were not available. One part of the repair was the planned recall, and they didn't even do that in the planned timescale.
No need to gush! It was a professional level experience and a very satisfactory one.
Had a major service, childcare didn't allow me to take car to Barons, so they picked it up from my house and then delivered it back, once work had been completed. Good communication and no fuss.
good communication and did what they said they would do.
everything completed ok
Totally carefree service arrangement suited to my availability with progress reports
Delighted in every way so that is why I scored 10. This should be self evident!
The work carried out on my car was negligent and put my life at serious risk. After having work carried out on my rear suspension less than 48 hours later all wheel nuts were missing or sheered on my back wheel. This occurred on the m69
I have been having my X5s serviced there for nearly 20 years, friendly, efficient service and great people
Price always feels a bit high, but otherwise great
the investigation and remedy were handled out professionally (under extended warranty). Charlie arranged courtesy car for 2 days in advance in case overnight was needed and it was.
It was quite a long time before I could get my car booked in. Responsibility wasnt taken for a design floor in my car even though new models have radiator protectors due to weak and not fit for purpose radiators
Staff are very friendly and professional. Work completed professionally and speedily. Minuses: location not particularly easy to find (poor signage and felt back of beyond), car cleaning was good but could have been better, coffee is poor
Hassle free servicing although expensive
Car had its service and MOT as planned. When I collected the car I asked, and was told, that it had been washed - however it had not!!
the service was carried out without a hitch, the service" advisor " was friendly, polite, informative and took my concerns seriously. (Thank-you to Graham ) On top of that my car came back clean and tidy.
My response is a fair reflection of my opinion when considering the parameters of the question.
New front wheel, new wheel bearing, electrical problems
Car was there a week before they looked at it, Never answer phone or call you back
All went well
Better treatment from staff
was very good
The service was great and all went very smoothly. However, the car was returned with a notification that it had a puncture with no call to explain before returning and no reply to my follow up call.
I specifically asked to see someone who understood the fault when I picked up my car and was told this would happen. It did not.
Miscalculation of charges was not a good thing to experience. I had to do extra payment when I thought I had paid the whole amount. Though I understood it was an error but it impacted badly on me.
Although there was a serious issue why we were there, a misunderstanding about the problem we had with the Sat- Nav caused by the original service girl Emma being on a long term illness and our problem and not being defined
Car hire through Enterprise is awful
As always, both the aftersales and sales departments met my expectations, providing excellent friendly, professional and efficient customer service.
Car returned with issues. Car also dirty. Completely unacceptable from anyone especially as main dealer. Finally you keep referring to me as Mr Booth, it's Mrs Booth, please can you amend your records.
Richard and Dan in the showroom always very helpful and deliver great service. Nothing is too much.
I know Barons well and some of the people to by first name. I have tried another outfit much closer to me approx 5 miles away and have gone back to Barons as they are in a different class of operation
My service was covered by my service pack but it was only when I checked in that I was told there was an additional cost, which was a surprise. However on the flip side, the person handling my booking made a loan car available, which was appreciated
Brilliant service as always!
The service Petson was nice but the receptionist Lady was awful and very rude to my child . I was so dissatisfied and amazed how she spoke to my son in a loud tone to my Son is autistic and does not understand certain things . Very sad .
Everything was done as requested. I booked while I wait and the time taken was less than indicated, including washing my car. There is decent parking with proper width spaces when you drop off. The service advisor was helpful.
I believe Barons can do better compare to the experience I've got from other BMW dealership. Barons is wonderful place so is the people. And I'm very satisfied with how they work.
As far as we can see all that was needed to be done was completed and the car was also cleaned. Thank you!
Very efficient, service apt was on time, good waiting area for working while service carried out, pleasant staff.
The service experience itself from dropping the car off and picking it up was very good. Very friendly and welcoming staff at reception.
Michael Helps, looked after well, with hire car and repair, during my last visit to the Barons of Farnborough.
They actually listened to my requests.
The service centre and staff are good, but was disappointed with car wash, due to weather conditions my car was left with dried shampoo residue on the paint & glass - should have asked me again. I also now seem to have long light scratches on roof.
I arrived at the booked time, dropped off my car and signed the paperwork with the service staff. Received a call a short time later stating there was insufficient time on the day for the work to be done. Had to be rebook a diff day and time.
Disappointed that the car clearly had some issues before being sold to me
See above - it came good in the end, 'though I did have to complain at the outset!
Car was looked over faults found were advised with a price so I could make an informed decision.
Booked for a tracking check and provided with a comprehensive check list which was good. I thought £180 was Expensive.
Firstly I was told that I did not have parts replacement insurance cover as apparently my details were not on the database, even though I knew I had extended warranty on parts and labour. This was later to be confirmed I did have this level of cover.
The service centre standard of work was very poor. I had to return my vehicle and they took a whole week to resolve the issue they had caused.
Staff were very helpful
Unnecessarily lengthy drop off and collect process.
Prompt and efficiently service from friendly staff. Stark contrast to other dealerships
Very well looked after
Barons Farnborough provide outstanding after-sales and service from the Ash Vale facility. Manager Gary Holmes, Workshop Chief Dave Lynn and their team are a pleasure to deal with, and reflect great credit on BMW UK.
Dealt with within minutes of arriving (30 mins early)
Because I had to resort to complaining to BMW UK to achieve a satisfactory outcome. I find it hard to believe that it could take 2 days to locate the source of a massive oil leak.
All the reasons above poor customer service
either problem not resolved or yet another different fault has occurred
Had to return to service centre for piece of trim to be refitted that should have been done properly at the time of the original work. It took about 1 minute to fix and involved around trip of over an hour. Should have been done right first time.
As above - accidents happen but should do a better job of fixing the problem without making the customer go out of the way again. Transferring 2 kids seats from one side of busy car park to the loan car with the kids in tow is not good customer exp
All done in a day with courtesy car as requested.
Nothing to fault
The 'complimentary' valet was unsatisfactory - several areas of the bodywork remained dirty.
MOT test took an hour and three quarters. Far too long. Ok I had the car washed but it was still far too long as I thought the test only took 30 minutes!!
Polite friendly service and a courtesy car provided for me by mark Lewis
The car passed its MOT so obviously the service was carried out efficiently
Quite a long wait time to book the car in for service and valeting after service not up to the standard I expected.
Got an appointment on the day I wanted. Staff all pleasant.
No complaints, everything has been great
This is for the dealership by the airport, sales and service first class, at Ash Vale you wouldn't realise it was the same brand, one star here, I have written this response before, I wish I could go to Farnborough all the time..
I'm sure the quality of the actual service is good but the complimentary car clean is always sub-standard. I don't think we have ever had a post-service car clean at Barons Farnborough Ltd that was up to the standard I'd expect of this brand.
Barons achieved with their negotiations to achieve a better result than I thought possible
The service was fine with the exception that the service warning light was not amended so I had to take the car back to have this changed.
My car had excellent Air Con when went in for service, was like ice box, though not since. Service team advised didn't do anything to effect air con (though tick against microfilter service. Will need arrange gas recharge and hope resolves.
Work carried out as planned.
Receptionists and staff are very welcoming, friendly and professional
Knowledgable about the car, financing options and were accommodating. Really made this a special experience for me and the family
The car was ready early and the lady who dealt with me was very friendly and courteous
Kerry in the sales team was absolutely brilliant, she understood my needs and helped me find a car based around my budget , since buying the car she has helped me with my MOT which was done by the Ash Vale service team also brilliant
Compared with various recent experiences with your Farnborough branch, the step difference was considerable
The mot was carried out on time and even after I had to rearrange the appointment time at short notice.
Professional and prompt service, the recall check took less than the time advised.
The service was handled well and everything was explained fully.
The services have been done on time and staff helpful and friendly, the only problem is two people were going to ring me back, one sales man and somebody from finance neither havve
When collecting my vehicle, I had popped to the ladies. The key for my vehicle was given to my 13 yr old daughter who was told that it was in front of the showroom and that the repairs were completed. I returned from the toilet and she relayed to me
Found the problem quickly and sorted it out.
Freddie kept us updated on the cars progression, he made us feel very relaxed that everything was under control. We will return to Barons BMW in the future.
The service was very good - my only point for improvement is the time it took between "doing the deal" on the Saturday and the time to getting the deal confirmed - we never understood why it took 4 days for BMW to work out where the car was....
Courteous, knowledgable service and regular updates of orders.
The Sales man, Nick was very friendly, patient and helped us find the perfect car. We completed the purchase and car delivery in no more than 2 weeks
This is the second car I've bought from Barons in Farnborough and always great service
Straightforward and easy
Louis Hale excellent - listened to what I wanted & didn't try pressure sales techniques - he would have lost the sale if he had. Only reservation is finance as stated above.
Attentive staff - a really personal service and a reassurance you could get in contact anytime. I had the impression that long term relationships with customers were important to them.
took too long
George at Barons BMW Farnborough was excellent guiding us through the process all the way. He found exactly the care I wanted and his customer service was excellent.
I still do not have the code to activate the Communications on my car , and I collected the car two weeks ago, the dealers have been trying to get this without success, it is starting to get a little annoying now.
Very straightforward and helpful
Very professional, and friendly.