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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.
354 ratings and 179 comments received in the last 90 days.
17 April 2024
Very knowledgeable staff and ensure not only onsite queries are answered but follow through as well. Chloe from the dealership really understood the product and how to interact with it from a technology perspective.
09 April 2024
Chloe was so helpful
05 April 2024
At short notice, I was able to get the new car I wanted, and the handover was great
04 April 2024
the customer service received from the branch has been second to none. All the staff we have encountered at BMW have been amazing!
03 April 2024
This is my second brand new vehicle from Stephen James Ruxley and they have retained my business again. The handover from Chloe and Sergio was seamless. Thanks to the team for the swift approach and turnaround.
23 March 2024
Extremely satisfied, best BMW dealership I have had the pleasure of using.
22 March 2024
The staff at the branch very helpful every step of the way.
21 March 2024
great service from start to finish from the whole team at stephen James from slaes through to delivery and service
18 March 2024
From start to finish we were really looked after for
14 March 2024
Collected 3 cars on the day and each car was given an unveiling despite only having 2 covers on site. The team also gave each of the new car owners flowers, making the experience even more special.
13 March 2024
The purchase process was straightforward, the handover was great, didn't feel rushed and was very detailed.
12 March 2024
Chloe and Sergio went above and beyond to make sure the delivery of the car was special.
11 March 2024
The whole process was smooth, as I described in sectio The handover was made enjoyable, the car was prepared to a high standard and all the information I needed was provided.
01 March 2024
Customer service was exemplary from the moment of initial inquiry to test drive and ordering. The delivery experience was highly satisfactory.
28 February 2024
Met my needs
26 February 2024
Tomiwa and Chloe gave me outstanding experience
23 February 2024
The staff in the branch were extremely helpful and easy to deal with
23 February 2024
Chris the sales manager was magnificent The final handover completed by Chloe was second to none. They are both a credit to Stephen Hames Ruxley
22 February 2024
So relaxed and staff excellent
22 February 2024
Both Danny (sales) and Chloe (handover) were friendly, helpful and knowledgeable. I felt that the whole process from purchase to collection was smooth and efficient without feeling pressured or rushed to just 'get another sale'
22 February 2024
Easy and quick.
22 February 2024
Chloe was so helpful and knowledgeable
22 February 2024
Chloe was brilliant explaining all of the features of the car and providing delivery updates in advance
22 February 2024
Very good customer service with the team providing frequent updates on the production and delivery of the car. Great handover experience.
22 February 2024
Prompt responses and a brilliant handover
25 April 2024
The purchased car was in the recall list. They tried their best to arrange the part's replacement to avoid long waiting. Their staff updated me at once.
24 April 2024
it was all down so smoothly the young lady knew her job so well credit to leave James
24 April 2024
The service I received from Charlie Power was first class. He was extremely helpful and courteous and ensured that the service to my car was carried out on time and to the required standard. His customer service is excellent.
24 April 2024
cannot fault it.
24 April 2024
Good service
23 April 2024
Service completed and car was cleaned.
22 April 2024
Recall repair was done with care.
19 April 2024
Fantastic
19 April 2024
Did what I asked and no extras
18 April 2024
Very efficient service and rapid turnaround of vehicle
18 April 2024
Good customer service, kept me updated, car ready as expected and overall efficiency.
18 April 2024
A very great experience at ruxley
17 April 2024
Car not valeted but job appears to have been done
16 April 2024
Highly recommend
16 April 2024
Quick and easy
16 April 2024
I came to the dealer with no engine fault light. I left the dealer with an engine fault light on. I was told that the O2 sensor is faulty and would cost me £500 to replace. I also have an EGR error fault code which is related to the recall repair.
15 April 2024
Let me tell you about the guy, Charlie, I dealt with. Not only was he a beacon of professionalism, he was also witty and showed a bit of personality. He was a pleasure to deal with, and deserves a bonus at Christmas. Thank you all BMW Ruxley.
15 April 2024
Great service and great communication also
14 April 2024
Perfect communication
14 April 2024
The fact of paying £800+ and get back the car extremely dirty with stains from the mechanics is something that I wasn't expecting to experience. I had to immediately take the car to have a full interior cleaning. Also they deleted my seat setup.
14 April 2024
Every time i come in for a service the hassle at time of payment is crazy, one minute i'm told the costs now are the same whether booked online or in branch, but then when booked in branch im then told different and the price is different when i pay.
14 April 2024
Excellent team and communication with customers.
14 April 2024
Just completely do what they say
14 April 2024
See on time very quick very prompt All good
13 April 2024
Nothing went wrong and me and the dog was treated very nice
11 April 2024
The job got done.
11 April 2024
Quick and efficient
11 April 2024
Very good service
11 April 2024
Easy of booking and service provided
10 April 2024
I was very satisfied with service I received.
10 April 2024
Work was completed was a recall ,
10 April 2024
Professional Service, no real disruption to my daily routine / plans.
10 April 2024
Reception very good. Not sure what the mechanic checked from the video , didn't seem allot.
10 April 2024
Accommodated my need to move my appointment. Only negative was on the online side where it let me book a sit and wait appointment for a service that couldn't be done that way.
07 April 2024
Bad experience with your service
07 April 2024
Good service Charlie was very patient and helpful throughout the process
05 April 2024
Car working perfectly after some issues
04 April 2024
Excellent service thrughout
04 April 2024
Just the easiest way to deal with my car
04 April 2024
The simple problem that I was told would take 2h to fix took two full days to rectify. I did not receive promised updates via phone and could not reach the person myself. Spent two working days waiting locally.
04 April 2024
Everything I required was taken care of. The booking process was easy and all the staff I dealt were very helpful.
02 April 2024
very friendly
31 March 2024
The service team at Stephen James are brilliant. They provide clear explanations for the work that's required and are always friendly and helpful. They also helped me with getting the BMW app working.
31 March 2024
Very satisfied with the level of service provided
31 March 2024
The repairs were properly explained.
31 March 2024
Always happy with Stephen James at Ruxley nice staff, friendly.
30 March 2024
Charlie was excellent (Ruxley)
30 March 2024
The reported issue was not fixed. I phone the dealership on several occasions and was promised they would call me back and no one called me back
30 March 2024
When calling to check on the progress. I kept getting a call centre and not ruxley. Very frustrating when they had to email the person dealing with me as he wasn't answering his phone. It would be better if you could call them direct.
29 March 2024
My time wasted sitting around and not cleaning my car to a good standard
29 March 2024
Again, helpful and informative service. Smooth translation throughout.
29 March 2024
Polite and excellent service/ car washed and hoovered which was a nice touch
28 March 2024
The service form SJ Ruxley is always excellent, my biggest issue is they sometimes take AMEX and sometimes they don't, but more often than not they don't, this is my preferred credit card and very inconvenient for me that it is not an option.
28 March 2024
Happy with the service
27 March 2024
Same old story, quoted a price online only to be told it will be £100 more expensive when I drop the car off. Remind them of the online price and they honour that with some crap about BMW subsidy as a thank you for booking via the APP.
26 March 2024
I appreciated the service I received. Bradley who looked after me was polite, attentive and very considerate.
26 March 2024
Staff were very helpful indeed
26 March 2024
I had to get tyres done elsewhere as they were so expensive
26 March 2024
Air bag replacement within 90 mins as promised plus the valeting was first class which made such a difference
26 March 2024
Overall I was happy except that when I came to collect the car the allocated service person (Brad) wasn't available and I was served by a woman who seemed totally disinterested, didn't discuss bill and brushed of issue with remote software upgrade.
25 March 2024
No call to advise car was ready. Tyre had a puncture as advised in engineer video but receptionist said not and no one offered to replace tyre. Despite complaining online and chasing up I have received no call to discuss!
25 March 2024
Very good - Brad in particular was very helpful and took time to explain something unrelated to what the car had gone in for . Dealership was incredibly busy when I arrived and no customer parking available so had to leave car in a non designated spa
25 March 2024
Good waiting area and facilities
24 March 2024
Complimentary clean was nice, but not a great job
24 March 2024
Excellent tea/coffee/hot chocolate whilst you wait!
24 March 2024
Whole Team were great start to finish
24 March 2024
Excellent service
21 March 2024
Car was cleaned inside and out
21 March 2024
End to end process was simple, quick and easy
21 March 2024
Very satisfied with how easy the booking, drop off and collection was
19 March 2024
Alex and Charlie have looked after me for years always a five star service!
19 March 2024
Charley and his colleagues were very friendly and effiicient. My many years with you was recognised with some
19 March 2024
The service done to the car was good.
19 March 2024
Kept me informed - plus Danny always provides classy support
19 March 2024
A reliable and efficient service as always from a trusted and reputable service department. The car wash at the end is always appreciated!
19 March 2024
Went above and beyond to fully resolve the problem
19 March 2024
Car serviced and mot'd 14/03/2024,went to collect not ready. Supplied car to get home,and said they would deliver my car to home and collect supplied car next day.Turned up not mot no service invoice brack down.Come back with mot No invoice still.
19 March 2024
Great staff. Great service.
18 March 2024
From the treatment point of view it was fine, but this was only a recall. There was a recommendation for a replacement key battery online, but I didn't see that until I got home. Nobody mentioned it at the dealership.
16 March 2024
Staffs are friendly and helpful
16 March 2024
Staff were friendly helpful
16 March 2024
Staff are helpful and accommodating.
15 March 2024
One small thing let you down Small dent on boot reported and Danielle informed by service manager but no follow up at all
15 March 2024
Staff are so friendly
14 March 2024
I had the drivers airbag replaced lunch time last friday. It all took about an hour so i was able to get back to work in time. When i sat in the car after, i found the driving position had been changed which was a bit annoying.
14 March 2024
Quick easy and friendly staff.
14 March 2024
Easy to book in, tyre insurance brilliant, car sorted, cleaned. Service was outstanding
14 March 2024
As stated car brought back twice for same fault
13 March 2024
Service experience was OK, but disappointed that as this was for a safety recall I was not offered a courtesy car. As a result I had to pay for Taxis after drop off and to return to collect my car.
13 March 2024
Sometimes takes a bit too long, although not on this occasion.
13 March 2024
See answer to Q1.
12 March 2024
On drop off I was asked if I preferred a text message or home call when my vehicle was ready. I became concerned around 4:30pm when I hadn't received a call and was told someone would call me I then received a text message around 5pm to collect
12 March 2024
I was completely satisfied with the full service process as Daniela, Danny & Charlie kept me informed throughout the whole process. I will recommend them to anyone.
11 March 2024
Everyone was very polite and helpful.
11 March 2024
Great advice and a good service provided
11 March 2024
Great customer service, lovely showroom.
10 March 2024
Service fine but I was surprised and disappointed to see I had been charged for washer fluid when I had already topped up the reservoir to the brim just prior to service. Makes we cautious about what else I am charged for which was unnecessary!
10 March 2024
Easy to book in, regular comms, and a quick turn around with friendly helpful staff.
08 March 2024
Culture at the dealership is rotten. No accountability or ownership for issues. Constantly chasing for updates and no proactive action.
07 March 2024
The repair was done and they kept me informed at all times of progress and the car was nicely washed and vacuumed.
07 March 2024
Unfortunately I go in with low expectations due to many past problems. This one was fairly minor, they sent me away with a new tyre inflated to 29 bar (should be 23/24) and I queried why my brakes were squeaking and they didn't address it at all.
07 March 2024
I was attended quickly although walk in as referred from BMW warranty. Progress was slow, I had to call for updates, should have been the reverse. The car wasn't clean inside and out before returning as they used to do.Sytner Harold Wood ALWAYS clean
07 March 2024
Friendly, efficient service. Pleasant and helpful staff.
06 March 2024
They were quick to spot a fault (a bulge in one tyre) I remember going down an unseen pothole at night the week before the service and did not realise the tyre was damaged. I'm glad it was spotted
06 March 2024
Very professional.
05 March 2024
Everything this completed and we were informed when our vehicle was ready
05 March 2024
Great service
04 March 2024
Overall very satisfied with servicing, however wasn't happy with the complimentary clean, it obviously hadn't been done, had to wait 15 min's for a very rushed clean. Had to re-clean when i got home including windscreen
04 March 2024
They did the service as far as I know. Service agent was a bit casual and didn't highlight to me that I had a dangerous tyre. No call / text to confirm that the car was ready Apparently relied on me viewing the video which I don't normally do
04 March 2024
I was contacted before my booking for front windscreen replacement booking to carry out my service carried out at that booking. Unfortunately no courtesy car was available, joeseph Thoroughgood offered a lift back home as transport links are poor.
04 March 2024
From drop off to pick was seamless and dealt with my needs with professionalism
04 March 2024
Team were helpful. A higher score if welcomed at the service desk (a little unclear who to approach). Comms on the day the work was carried out wasn't' proactive. Flexible to fit me in but told it would be done overnight and wasn't ready until 2pm
03 March 2024
very smooth
03 March 2024
All the staff had excellent attitude
03 March 2024
as i said before it was a satisfactory experience
03 March 2024
Good service and communications
02 March 2024
People at the service window were absolutely good. They were so nice and friendly. I had a recall letter from bmw and they solved the issue with care and they were quick as well, cos I asked them I need the car on the same day when I applied.
01 March 2024
They were very helpful and Bradley who's works at the Sidcup branch was very polite and helpful.
01 March 2024
Not only was I pleased with how the job was done, the car looked immaculate when I picked it up!
01 March 2024
Friendly, helpful and to time And they cleaned my car - added bonus!
29 February 2024
Amber was great overseeing my time and experience. She looked after me on a previous visit and remembers the small details about someone that makes it a personal experience.
29 February 2024
Booking, service, works carried out, etc all meet with my expectation and the personal touch & service provided by Daniela.
29 February 2024
I recently came in to have my alloys repaired and Daniela was amazing. From the time I my car off to picking it up. She kept me informed and even went the extra mile to fill up my wind screen wash which had just come on low! Extremely happy!
29 February 2024
Your payment provider bumper is not appropriate for all your customers. Despite choosing to make a single payment, it still did a soft credit search which appeared on my credit report. Also it was not easy to navigate.
29 February 2024
I was very impressed. With. The quick repair on my z4 after I left it. At the Ruxley Branch of Steven James.
28 February 2024
Everything was done how I wanted.
27 February 2024
Because of the back-up available.
27 February 2024
As above
27 February 2024
The warning light in the car was not reset, it is still showing drake fault after having the brake pads replaced.
27 February 2024
Good team listened to what I needed and actioned it.
27 February 2024
Totally professional from teleohone booking to delivery on day of service and collection. Car being cleaned inside and out much appreciated
27 February 2024
I have the car I was looking for
27 February 2024
Very good
27 February 2024
Very happy with the service
27 February 2024
All staff helpful and polite
27 February 2024
It was quick and straight forward.
26 February 2024
Everything was sorted efficiently and effectively
26 February 2024
I did the fast tack service as it was more efficient use of my time to wait.I had a positive experience; a warm welcome, hospitality, a fond farewell and the car was serviced on time and nicely valeted. I felt like a valued customer.
26 February 2024
Excellent communication and service.
25 February 2024
Good efficient service
25 February 2024
Excellent customer service and having the car washed was a bonus.
25 February 2024
Lost marks purely on value for money. The service itself was very good.
25 February 2024
Excellent customer service. Washing the car was a nice bonus
23 February 2024
amazing attention to detail with great communication.
23 February 2024
Very welcoming, cheerful, professional and efficient dealing with my service
23 February 2024
Very, a Fantastic team!
22 February 2024
Provide video evidence of the checks being done, and washed my car after.
22 February 2024
It's not as good as used to be
22 February 2024
Very helpful with a query I had following the appointment
22 February 2024
extremely satisfied
22 February 2024
Very good service.
22 February 2024
Service and communication
22 February 2024
Same response to question 1. In addition both Danny Willis and Chloe Wust. Have been amazing
22 April 2024
Kept updated throughout the process