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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
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Once the car was actually at the dealership, then the whole customer service experience was very good. However, this was let down by a lengthy, difficult booking-in process (and where appointment lead times of 4 - 5 weeks are simply not acceptable).
When I collected my car after repair I was told it was ready over the phone at 5.10pm. I arrived to pick it up are 5.40 but had to wait 35 minutes because I was told the car was getting its complimentary wash. However, it clearly hadn't been washed!
Would have been Completely if the parking light had been changed - this requirement was visible on the dashboard when switching the ignition on.
Got phone calls , texts to keep me informed of the progress
The Staff are always very welcoming and polite and keep you fully informed at all times and it is always very nice to drive home in a very clean car inside & out.
Service was fine but I needed to return in order for my car's service record to be updated.
My car was very well looked after but I didn't feel well treated. Lots of waiting around and refused to look at things which are obviously wrong with my car
in general and overall an excellent service
Outstanding customer service - the best BMW dealership I have used to date
There was no exceptional customer service. I didn't feel valued as a customer and my questions weren't adequately addressed.
Service took just over hour very happy
As above and car runs brilliantly after service
Process was very good. Unconvinced about fault diagnosis.
Customer service levels are improving from where they were 18months ago, I have used a number of BMW garages accross the UK & the communication is not as good as others but is improving
Warranty work completed and on time
Fully, open, transparent and dealt with my issue professionally
Very happy with personnel there - only problem was the wait to collect.
Almost perfect but technicians need to remember to set seats back to original positions, plug in dash cams, set auto lights again etc. Appreciate need turning off whilst worked on but annoying when returned and speaking to friends they feel same
Despite being busy I had a reasonable replacement car while mine was being repaired with no fuss.
The service process was good, once I had the correct day as I first turned up 2 days early, not sure how that happened. I would not recommend buying a car from this dealer as I waited for 30 minutes in the showroom before leaving and buying elsewhere
I would of preferred to have been kept up to date with the time it was taking to finish the service
everything as planned
Pricing wasn't clear as I had taken out a service plan when the car was new. Apparently this wasn't covered for 60k miles but 60k KM so I had to pay for the service after I had come back home. Service plan clearly not worth it if doing 25k per year!
It was a very professional experience overall. All the staff were friendly, polite and helpful.
Service staff couldn't of cared any less
Work completed at the time and in the timescale arranged.
The servicing was great. However, when I called up a few months ago to query why my car was saying 'Get a service' - yet the mileage was low - it turns out the girl gave me the wrong information. I never got a proper apology.
Everything asked for was delivered with a friendly and efficient service
However, due to my patience and problem with the new car I ordered i was promised a gift of a bmw umbrella. To date i have not received. Other than that the service i received is excellent. I was prepared to pay for the golfing umbrella.
The price of the brake fluid service was one price that was the same on the bill, easy to understand. The oil service didn't include the oil or the filter which meant that I didn't expect the bill. My main complaint was the micro filter which I didnt
Car didn't receive a full check on Wednesday, which resulted in another issue being found Friday. Limited communication from the dealership didn't know when I'd get my car back... 1 week later done! BMW standard of service? Back to Audi's I guess
The staff were very helpful andthorough. The service was quicker than expected
Didn't get the car cleaned
I love driving a bmw
I initially booked a service on line - no issues. I had to change the date of the appointment so phoned the dealership who could not offer a date for at least a couple of weeks - which was not acceptable to me. Went online and rebooked for next day?
As above, although I am not sure how much of this was Wollaston vs BMW That said, Emily Rimmer was very helpful with the constraints of the information and directives she was given by BMW / BMW Warranty
I was happy with the way I was treated
Pre MOT check revealed a potential issue which has been recorded
very personable Advisor - prompt and attentive
Every time I have collected my car from Wollaston there has been something still to change. Its has had a Sat Nav fault, Tyre pressure needs re setting, ...this time its telling me I need another service in 6000 miles.....is that really the case ?
i waited 7 weeks for Wollaston to look at my car,to be told that they cant find the knocking noise, that I can all I can say is that they must have deaf mechanics
Sometimes waiting around for car when service is complete
The customer service is excellent.
My experience at Wollaston was really warm and friendly, from the receptionist that directed me to the service team to Alice in the service team. I also, liked the fact I was offered a bacon sandwich.
Good all round, only disappointment was the tyre pressures were too hard, I could tell straight away when I drove away without knowing what pressure they were set to, had to reset.
The people who came to collect my car and drop it off where very good
Reassuring to have everything checked, topped up and in order
The above Was not very happy with service this time, car wash was slap dash, it looked quite scratched car was not Hoovered and a dust cap was missing, no offer of coffee or sandwich, and no car waiting for me instead of mine which added an 1hr on my
Polite and helpful staff - on time and delivered service exactly as they said they would
They went over and above what I expected, paid for a taxi to take me to the local station as I had arrived early to drop my car off and need to catch an early train. Very much appreciated
As above, service reception were less than helpful in the end told me to ring other BMW dealers
Well they serviced my car. Gave it a quick clean outside and charged me £275. Couldn't find the service book so assume there isn't one.
The experience was very good and I cannot fault anything regarding communication or the quality of service received.
See answer to question 1... Apart from Michael, the entire experience has been expensive and painful...
See above ! Every part of the service was first class !
I telephoned the day before to inform BMW that my 'AdBlue' needed attention in my Z5. An appointment was made for the following day and whilst I had time to read the paper, the AdBlue was done and the car was cleaned
Work was done, fairly expensive but that's main dealers for you. Brake fluid was changed however on board computer was not changed to reflect this so the car will be giving me a warning next month! Means I have to take it back at some point.
I couldn't fault the actual work done but it took longer than had been indicated and the car wasn't ready to go away in for our weekend break.
I was well cared for by the very professional team dealing with my purchase from selecting a car till the moment i drove out of the showroom with my new car.
It was very difficult to park. When I checked in they said the car would not be ready that day as promised. There were marks on the car when I got it back. No advice was given on use of the cameras, which I have found very difficult to set up.
Good service staff
why service department do a full reset on software because I lose Functions. last service I informed the service Dept the oil had only been used for 2500 m and I was bill for in full. Gesture control not working, bring it back another time.bad!!!
Tried to book my car in through various methods, got an email saying be in touch 7 weeks later nothing. Was told could collect car from home address, then found out it could have been collected. Was told service would take 2 hours, took 2 days
Listened, reacted,sorted all professionally and with customer experience foremost.
Always greeted with a smile and offered tea or coffee
Precise, only problem was expensive cost for service
cane in to drop off car and asked for driving licence for courtesy car yet was not advised I needed to bring this with me. Then asked to get someone to drop it off for me when I live alone that's not an option then told I could drive home and get it!
long wait to pick up my car. told to pick up at 5.30pm and finally got it at 6.10pm
Promised time of pick up a little late
They resolve faster
Hand over procedure. I was told your car is in the car park and was left to find it myself. At Mercedes Peterborough I am always escorted to my car and a full description of works carried out is given at the car.
Service receptionist (not the lady who served me) ignore customers and do not signal one to sit down and wait etc. They act like they are too budy for humans.
Good, personable and knowledgeable staff. Helpful and informative. Jasmine, handling the process was very good.
Car was booked in for brake fluid change and prop shaft change. It was left with dealer the night before. Went to collect at 5:30pm and not ready. Waited 1hr to find only the brake fluid change had been done. Had to book in again for prop shaft work
There as no communication from them during the day and i had to call in to find out the status of the repair in the evening before i could arrange for the keys to be collected
VERY EFFICIENT SERVICE
Told car was ready but had to wait a long time to get keys back
My last visit was when we booked an appointment to change the engine oil and filter. Same evening a warning message appeared on the screen ( dangerous to drive the car) All the oil leaked from the engine . I left my car in Virgin Active over night.
Really friendly staff and excellent facilities
Said my car would be ready at 5.30pm. Arrived at 5.20, then I had to wait until 6.10 for my car. They washed it, but there was water all over it, and my number plate sticker was peeling off. Bit annoyed I was told to pop back the next day
They did what they said they would do, was ok
The cost was too expensive for an oil change I have had BMW's for over 30 years
Trying to get to someone to tell me if the car was ready and being told they couldn't find me or my car - when I have two cars acquired from new from you in 2018!!
We were served by Paul Jones who was most professional, efficient and courteous.
The beautiful staff member that assisted me in correcting the faults on my vehicle was very professional,and helpful.
Generally it is great at Northampton however I find it hard that there is never a car available for months in advance. Also I used to get Breakfast offered if I had to wait I believe because I have know chosen an X1 instead of my 320 tourer business.
The service was carried out very efficiently. I had hoped two issues I raised would be dealt with then too but am happy to have an appointment fixed for them.
Went in with no issues and came out with two. Which one hasn't been able to get sorted!
dreadful customer experience as always from Northampton BMW
Denis Kudasev, really helpful sales man.
Bob has been a very pleasure to deal with from beginning to end, nothing has been too much trouble, at every stage of the process his communication and professionalism have been second to none. It is rare to get this level of personable service.
George Welsford, gave brilliant customer service from start to finish. Extremely happy with the car and the experience purchasing it. All information was given to me in a timely professional manner. Thank you
Denis helped us choose our new car, kept us up to date with its progress and was super efficient!
Salesman was very knowledgeable and went through each option in good detail.
Simply amazed at having my (first ever) brand new car hidden under the cloth for a reveal once paperwork was signed. Such a lovely touch and very well received! Roger Greenwood was warm, welcoming and accommodating each time we visited.
The sales process was seamless - I was in control of exactly what I wanted by way of options, etc., - and I was kept in the loop all the way through the manufacture and delivery process.
Friendly and courteous staff
Personal approach of Paul Junes, the sales adviser, made it an easy and enjoyable experience. When my husband died suddenly Paul was extremely helpful in delaying pick up of new car and supporting me through the process.
Made to feel very welcome everytime we have been to the showroom, and when collecting our new car, Tony explained everything to me, i have never driven an automatic and Tony took his time to explain how auto's work.
The Sales Person Denis Kudasev has been a pleasure to deal with, a fantastic ambassador for your company.
Denis took time to explain the various options and this helped me to decide what I wanted.
been going to the dealer and Richard Rhodes for several years and has always look after us
The delivery of the vehicle took too long even though it was in stock and then on collection of the car there were 2 faults that meant I had to return the car after 1 week
All questions answered and very easy to purchase.
Denis was extremely professional during the process, he kept in touch with info and the handover was very thorough
Very pleased with the service I received.
Ed Boje at Wollaston BMW who handled my purchase was very, very good indeed. Totally satisfied with the experience.
The attentiveness to my requirements and the attitude of the staff member was key. I walked away from another car marque when the treatment I received was not up to my expectations.
A smooth process from start to finish. Any questions were answered promptly and efficiently.
Dealer always helpful
Excellent service everything was clearly stated & was delivered on time . Excellent consultatnt who kept us informed & extremely informative & helpful & polite throughout .
Denis at woolaston was excellent!!
Great communication so I knew what was happening every step of the way. Bob had the time to go through how everything worked on the car which was great because no one has ever done that before with other makes of car I have purchased.
Score 4.5 Completely satisfied except for having to resign finance agreement due to a data input error (VIN number) which meant another visit to the dealership. Why is the survey now asking me to make comments on my score when I have done so already!
The service received prior, during and at handover of my new car were exceptional - the car itself it better than I had thought!
Excellent service from start to finish. A special mention to Edward Boje, the sales representative, who made the experience so pleasurable.
Mark French at Wollaston BMW made sure i had good customer experience.
Excellent communication all through the purchasing process..without the hard sell, I am very pleased to say!