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As custodians of the BMW brand in Northamptonshire for over 35 years Wollaston understand the needs and demands of BMW drivers. Our prime objective is to deliver the highest levels of customer satisfaction. If however you need to raise a complaint with us, please follow our complaints procedureComplaints Procedure
Couple of potential future faults highlighted but not really clear whether they need dealing with soon or if just for advice.
Good service and pleasant personnel
Convenient location and appointment. Loan cars available
My car was in for service, a few parts needed to be ordered so it was kept over for a few days until I could collect it. I was offered a loan car but didnt require one.Kirsty the service manager is very helpful and attentive.
One minor blip : Had to return the vehicle to have the service warning reset.
As per answer to question 1
Everything completed that I asked for delivery and collection was pain free.
Excellent service !
Great service, very helpful people. Keep me informed and are very reliable. Always a pleasure to deal with them.
This branch was helpful overall and I got my new tyre fitted, but they were not as easy to deal with as either my local York branch, or BMW assist.
My car went in for an engine noise, I was told this was part of the car.I was also informed the new car would not support my I-pod which was annoying. The courtesy car was dirty inside, felt occupied and was not a pleasant experience
As above excellent service
The Staff are very attentive and very well informed and really do look after the customers needs
Very well organised by Kirsty Hill.I appreciated the use of the loan car.
No problem identified despite warning light are returned dirty although service record stated it had been washed
Wollaston themselves are good but see first comment.
As above. Photos were taken of the oily footprints which I have. If anyone want to see them please let me know BUT I dont suppose anyone from Wollaston will be bothered.
Did exactly what I needed, no fuss.
For the same reasons as above - mostly satisfied, but we have had some issues.
I liked the video that was sent to my iPhone whilst the car was being serviced.
Quick repair, and comfortable lounge with complementary coffee and bacon sandwich while waiting.Would have been higher, but original booking had to be postponed due to missing parts - odd for a safety recall.
Good experience - welcome, sandwich, car clean, all great. Surprised to get a call a couple of days later to say i had to bring the car in again to complete an oil service which id intended to do in a few weeks time. Engineer admin error.
Outstanding service from all staff as always.
Slight issue as they had me down for a drop and wait rather than a timed appointment
The salesman was superb however the way the car was presented to me was extremely disappointing
The service was fine but the condition of the car afterwards was not up to the usual standards. The wash was very bad. There were streaks and strange greasy marks on the exterior. The interior had been hoovered but the dash etc had not been touched.
Information and attention to detail.
I have been visiting the Wollaston service department for over four years and never had an issue but my last service was really poor, the video had no sound, i wasn't allowed to book my car back in and never received a phone when i was promised
They explained everything to me eg requirement for new brake pads
Did everything expected
Helpful and took time to explain
everything completed with no issues
They were very helpful and informative
They say your car will be cleaned when serviced this has never been our experience
There were problems but this has now been rectified
Simply great service.
They were excellent as one would expect from BMW
Good service and friendly staff
It turned out that the car needed a service when we arrived and had the key read on check in, this was carried out at the same time, saving us time and travelling.
Both the service and bodyshop personnel I have dealt with have been excellent in the time and personal service they have provided
The warranty work wasn't carried out as they couldn't diagnose the rattle in my door, the rattle started as soon as I left the dealershop, they managed to fix the first time however now it has come back
very good and please
Nothing is too much trouble for this dealership
Again great when buying after sale service ok but try to brush stuff under the carpet when there's a problem and I own one of bmws flagship cars a m 3
it didnt meet my expectations as when purchased 3 bmw and the latest is a car worth 28k i expected excellent service. If i cannot reach the department i ask for then a return call if offered should be made. Appreciate you are busy mostly.
Even the small issue didnt appear to be too hard to fix
Pleasant Service receptionist - really loved getting a text message with a video of my health check on my car.
All went as planned
It would seem that staff in services do not communicate with each other, and it seems to take for ever for anyone to call you back, I am still waiting for a manager to call me back this has now been a week and i'm still waiting.
Very confident with the keeping of the car in good order
Nicola in the body shop is one of the most customer service centric people I know. Service behind follows smoothly, communication is great with email/calls/video sms.
Wollaston make me feel a valued customer. They are my preferred BMW Dealer
Earlier problem when new took to long to resolve
From the moment I had made the booking I was made welcome invited to to have a coffee in the customer service section and from then on kept informed of the progress on my car it was handed back to me immaculate clean condition amazing
Phoned me to confirm fault had been identified . Agreed to return my wifes car back to her place of work in Wellingborough by 5pm and delivered on their promise.
Everything done which needed to be done, someone rang and checked that everything was OK, phone call to give update on progress and when the car was ready
Problem corrected without resorting to needless and costly parts.
Developed a problem with my x4. Was told not too worry too much has it was covered under the warranty. They replaced the part and I had a courtesy car in the mean time.
The part that was ordered was damaged, at to return when the new part was re-delivered
The other work which was required was carried out satisfactorily.
One of my wheels were scuffed again by the service team. The wheels were checked with the service receptionist and yet they still said it wasnt them and they were old marks. The wheel is being repaired but only after complaining about it.
I had to keep ringing the garage for updates. Phone calls not returned. No offer of a courtesy car and when I mentioned it nothing was done. When I picked up my car it had not been cleaned and there were greasy finger marks on the inside of the car
Not able to complete work so need to make a second trip - otherwise fine.
Problem solved with personal service
Good courtesy car. Pleasant staff.
there was no up front information when booking regarding expected costs for the service, the final bill which was only advised at the time of collecting the car did not provide value for money.
Work completed satisfactorily,but car not been cleaned after work done and no seat covers left on drivers seat.
The work was carried out on time as planned
Serviced and completely valeted - what more could you ask for?
Changed a light bulb for me when I didn't have an appointment. Not long to wait and all sorted under warranty
Just happy at all aspects
As soon as we reach the reception we are always greeted by a knowledgeable and friendly person that deals with us straight away and always needs to know if we have any questions relating to the service or the car - gives us the time of the service.
As per above
All the staff I dealt with couldn't do enough for me. Came across very genuine
Some confusion over the price quote I'd received in writing and the "on the day" quote, but the written quote was honoured.
Excellent service received from both a maintenance and customer care point of view. Having decided to wait for the service work to be carried out, it was completed in the time scale advised by Mary on Service Reception, with time to spare!!
Had my new car in for 3 issues. 2 issues not resolved1 resolved without detailed information
I could have been completely satisfied had it not taken 40 minutes of a scheduled appointment to "diagnose" a cosmetic problem which was obvious within seconds of looking.
Sorted all my issues
Directed to BMW assist in a polite and efficient manner. Support given by BMW Assist was excellent once they answered the telephone. The weak link is the length of time taken to answer (30 minutes for example) which is ridiculous
Carl Chambers and service team are pleased to help with any issues or advice
They could have informed me that BMWs are at 2 year service intervals. And mine was only at 12 months.
No drama. You did what was required, when u said u would do it and everything was fine... I would have no hesitation recommending Wollaston service to family and friends.
Dealt with everything quickly and efficiently
Work carried out in a timely and efficient manner
Issue resolved and clear communication and Kelly was able to slot the diagnosis a day earlier than planned.
I arrived one hour early for my appointment and was dealt with immediately.
Dealt with the problem quickly and efficiently. Kirsty Hill was brilliant!
I was kept appraised of what was happening how long it would take and kept up to date with progress.
Had some issues with the service and communication but the Service Manager reacted very well and listened to my concerns and reacted well.
Service completed to a good standard but I did not experience a satisfactory response to my corroded alloy wheels, which I feel should be replaced under warranty rather than the offer of a further repair after damage caused when tyres replaced
On initial booking I was informed courtesy cars were no longer offered for services, so a pickup drop-off was arranged. However when I phoned to confirm I was then informed I could have had a car
Appointment was excessively long, otherwise very happy.
Customer service second to none. Carl Chambers is a credit to your company, always friendly, polite and willing to go out of his way to help with any enquiry. Even managed to get me a 4 series while my 3 series was in the workshop!
The outcome was my car's faults were rectified but I still had to wait around for over 4 hours with nothing to do.
I am happy with the service just feel it is a bit expensive.
Generally very good and they were brilliant in understanding my predicament when I was unable to return the loan car personally owing to an injury.
For the reasons above
They were very helpful and efficient
From booking the service to getting my car back they were so helpful, particularly when I needed to rearrange the time. They kept me informed all the way through the process and delivered on everything they said they would do.
It was good, delivered before time and washed the car as well
Service & labour costs very high. Hourly cost for diagnostic testing exhorbitant.
Good service but did not fix the issue, booked back in to have another go
Great service. Very helpful. No follow up call however (which I'm sure has happened previously), only reason why not 5 star.
Easy booking, would of been able is required to get service within a few days. Collection and drop off in good time. Phoned up during the service to confirm any issues and what needed to be done.
Again friendly efficient service
Everything done promptly
Car only god there as they have good technicians. Customer service very poor have had multiple bad experiences . They lost my car the first visit, another told my car was ready ,checked in then waited over 2 hours for it left at 6.15pm are just a few
Good communication, easy booking service, pleasant staff and my car came back sparkling!
I received a video of the complementary health check and the original problem was fixed, both in a friendly and professional manner
Having chosen to wait for the vehicle to be serviced the hospitality was much appreciated. The video link on the health check is great.
No courtesy car available which was a shame as I had to make a special all-day visit to the dealership in answer to an urgent recall request from BMW.
Great service and completes on time car hand d back washed nicely. Did all they could to discount price which is very important.
Because I was completely satisfied. Why else?
I was kept well informed by Hannah in the service team. She processed my fault under warranty and the job was done next day.
Kirsty was superb.
Meet and greet first class seen and dealt with ease and speed car was ready before expectations comfy lounge with Wi Fi and facilities breakfast roll nice touch
Initially the incorrect car was booked in which was resolved. It was supposed to have been booked in by Peter Vardy they did also state that I could have a 5 saloon to tryThe car was washed ok and hoovered but the central console and boot were misse
As above took a little longer than expected
They have improved their service levels I feel
General attention to detail
No courtesy car available at weekend
As per question 1
I did have a little wonder as my car was with you from early in the morning why I had to wait on pick up for a job to be done. Especially when I had instructed in the morning to go ahead with the work if it was found to be needed to be done.
I was looked after very well, kept informed of progress
I think the answer to the first question adequately explains this !
Would have been 5but needed a return visit
The service provided by Woollaston is always excellent and professional (did have an issue with the service on my wife's Mini though) but I always cringe at the cost of it.
They were quick efficient and kept you up to date from day one.
All communicated well in timely fashion
Only good thing was collecting and delivering the car.
In addition to above, a courtesy car was provided for the duration.
I was very satisfied with the service
I would have given completely satisfied but for one issue that hasn't been dealt with as yet.
Supplied me a hire car at short notice. Kept abreast of works done to my car by the service team. Car ready and returned to me when stated. Car service done satisfactorily.
Problem with car still isn't fixed even though it was claimed it was tested.Because i have a Northern Ireland driving licence (still part of the UK) and not a GB licence the insurance excess on the courtesy car was raised to £500 due to their system
The technician was very knowledgeable and listened to my comments. I had complete confidence that the servicing had been completed competently.
Would have been a 5 but for the fact my car got hand washed when it was already immaculate - been washed day before by myself, and unfortunately Wollaston let it dry without leathering it so I picked it up with it looking worse than when it went in
Staff are friendly. Little disappointed that given the vehicle also had a recall notice a curtesy vehicle was not available for 5 weeks.
Most helpful and kept me informed
It took longer than was ideal to get in for the repair.
Work completed was very expensive....
Everything promised was done - I believe I had a fair deal
Richard Rhodes exceeded my expectations
The show room standard and availability of a broad range of cars and services. Staff are very friendly and approachable. knowledge and confidence of the product range very reassuring.
Obtained the exact spec of car requested but given options too
Dealt with Wollaston Northampton with all of my BMW cars and always felt as though they look after me.
Good relationship with the dealer and feel looked after
Super service from Wollaston Northampton. Flexible, personal and great after sales support
Adam Jepson is an excellent salesman - just righr for me.
I have brought both cars off the same sales person. He knows what I want and does not waste my time with vehicles I would not consider.
Everyone was friendly and accomadating
very good service from Wollaston motors in general, excellent service from Bob Thompson who helped me find he right deal and keep me informed during the time between order and delivery
Salesman was fantastic from start to finish
Sales talk was precise, comprehensive and friendly.Car arrived on time
Richard negotiate with us in good faith and gave us a realistic expected delivery date. He also kept us informed of progress during the interim until he was able to give us a confirmed date for us to collect the vehicle.
Completely kept in the loop at all stages
Outstanding customer care throughout.
Same reasons as above.
Sales Edward Boje in Wollton Northampton was professional and the service he provided was excellent.
Trade in settled later than expected
The customer journey from start to finish is first class
I was treated well and looked after on my visits to the Centre.
I was well looked after and treated with courtesy and respect, everything was explained to me and every question answered
Always get good service from Wollaston BMW
Our salesman was courteous, patient & informative.
Fast turnaround - friendly service, very helpful.
Once again Delivery on timeComplete confidence in the sale
The sales experience was well managed from start to finish. Ed Boje was not pushy but very happy to answer any questions and maintained good communication throughout.
Good working relationship with a salseman
As above excellent service from start to purchase.
As above plus the courtesy of all staff from the time you enter the Wollaston show room you feel at home and looked after.
The sales person was always there to answer any questions
The centre was welcoming, clean and distracted my children whilst I went through the process.
As said above, great customer service. Felt that Denis Kudasev went out of his way to get me the car I wanted and worked hard to get the price within our budget.
The service was excellent
great customer service and good deal
I dealt with Bob Thomson both purchasing my present and past vehicles and have always been dealt with very professionally. I like the fact that when I purchase a new car with a service plan I can drive away for three years with no worries
Professional sales staff who really listen. Great communication throughout and the car was delivered and demonstrated perfectly.
My particular sales person was the epitome of efficiency and politeness.
Everything went very smoothly and I was kept up dated throughout the process.
sales were very informative re the model and kept us informed regarding delivery
Largely satisfied. However, there was some damage to the car that is having to be repaired.
Customer service, friendly staff, not at all pushy, managed to find the exact car I spec'd within 3weeks when the initial estimate was 20weeks. :-)
I was looked after very well on each visit to the centre. Reception staff were always polite and helpful. Adam kept me informed throughout, ensuring I was satisfied. He provided an excellent demonstration of my BMW and has since made a follow up call
Wollaston are very friendly & efficient.
Excellent in every way. We dealt with Denis Kadasev at Wollaston BMW - he was very professional, polite and knowledgeable.