Berry Heathrow BMW Arvostelua 

Here is a sad saga of a BMW 2 series accident repair.

The car was left with Berry BMW Heathrow for a repair in January 2020 whilst we were away on holiday. We chose them for the work because the car was bought from them and we paid £200 extra fee for not using the repair agent recommended by our car insurer. They moved the car to Berry Chiswick for the repair to be done.

When we returned and saw the car on 21st February at Berry Heathrow, it was clear that the accident repair to the nearside of it was awful with the rear panel and the door not properly aligned and the new skirt strip bent to pass across the area. I have photographs prove it. There were also paint runs where a small scratch had been painted out to the offside of the rear bumper.

We were amazed that managers at Berry Chiswick, where the repair was done, and at Berry Heathrow thought the work was satisfactory. After their inspection, both admitted it was badly done and we had an apology from the repairs manager at Berry Chiswick Accident Repair Centre.

We had to use the car until March 9th before Berry Heathrow could provide a loan car.

We made frequent enquiries but it appears that the repair was not done again before the Covid-19 lockdown.

We were told on the 1st of June at Berry Heathrow by the after-sales manager that Berry Chiswick had resumed work on April 15th so we expected that the car would be ready. However, we could not get clear updates on what was happening.

Berry Chiswick did not call us, so we drove there twice to speak with people in the repair center. Eventually, we were told when we chased them on Wednesday 17th June that the car was finished and an MOT completed. However, they had not offered the service which was indicated by the car as being due that month. We arranged to collect the car the next afternoon.

When we saw it, the accident repair had been done again and looked better this time. We had told them earlier that we would need to have another BMW expert examine their repeated work to ascertain if it was satisfactory and that the car had not been weakened nor had deteriorated in any way over the five months.

However, when we looked at the car, we noticed two lumps of paint and some paint drips. The repair manager at Berry Chiswick agreed that the paint defects would need flattening and polishing out.

Then we saw that the stripe along the side of the car had been fitted with air bubbles beneath it and would have been likely to be removed by car washing. We were told they would order another one and have it fitted properly.

We left Berry Chiswick in the loan car but we had to hire a garage for a few days to keep it when not in use because our Council has a time limit for holding a temporary resident parking permit and ours expired.

An email was received from the repair manager which stated "I am sorry our repair did not meet your expectations yesterday and you had a wasted journey." We are annoyed that he should refer to the "expectations" of ourselves for quality of work. However, that may be the root of our problem in that Berry, as a BMW service and repair company does not have the level of quality control and inspection that I am sure BMW UK would expect.

The car was supposed to be available from Berry Chiswick on the 25th of June, but when we saw it, there had been a small dent in the front nearside wing which was not there when a video was taken in the morning and send to us to demonstrate that the car was ready for collection. The repair manager said it had not been there earlier that day and would have to be repaired and painted. We pointed out that some other painting done still needed more polishing out and that the car had not been professionally valeted inside and out.

Eventually, almost after 6 months, we finally took the car away from them on 11th July after waiting 40 minutes to have more painted bodywork polished to an acceptable state.

We hope the car will not need any major repairs when its delayed service is carried out because the warranty has now expired and we have not has use of it all this time.

Recently brought an X3 hybrid from Berry Thames Ditton, The entire team were friendly helpful and efficient , negotiations were fair and even handed , Salesperson as relatively new but she was knowledgeable about the product and well supported by the rest of the team . yes some of the frills associated with car buying have gone in these covid times but nevertheless this was a well managed and efficient service from the initial communication with manager Ben through to Sam and Sophie in sales and handing over the car

Thank you very much Olivier at Berry Thames Ditton BMW for a providing an excellent service. We had some reservation due to bad reviews that we have read . However, Olivier was professional, honest and courteous and kept his word . We are more than happy & would recommend BMW Berry Thames Ditton.

Worse customer service ever , very unprofessional, not recommended at all

The after sales for this dealership is the worst I have dealt with. They overcharged me for a payment. I have been calling nonstop for three weeks and they seem to cut me off every time. Every time I ask for Stefan the business manager, conveniently he seems to always be on the phone or busy with a customer. There phone manners are terrible. I've spoken to Ashley and Saeed on the phone and they have spoken to me like dirt and cut the line on me every time I have wanted to complain to someone. I am a key worker so every penny for me is important. Even if they offered me the car for free, I would never come back here. They have ruined my experience of buying a BMW. Never in my life have I received such terrible service, if I could give this place zero stars I would.

I booked my car for its first service. I did specify at time of booking that I would like MOT done as well as the service for I had received a reminder from DVLA that my car was due MOT.
Today I took my car for service and MOT and was told MOT has been extended to November. I did not see any valid reason why my car could not be MOT tested today.
I made a telephone call when I got back homen requesting to have my car MOT tested. The receptionist told me the machine is broken. I asked why I was not told when I brought the car for service but instead was told of the MOT get extension. The receptionist insisted the machine is broken.

I asked to speak to a manager and was told there is no manager. Instead the guy who took my car in for service came on the phone and told me the car is ready for collection. I asked why he did not tell me about the mot machine not working and why he did not tell me earlier. He said he did not know. Surprising he said the Mot test will be done and I can collect my car later. ???? Mixed confusing statements. Machine broken and 2hrs later machine is working. Are these people speaking with one above or not. Was the machine that was broken when I left my car less than 2 hrs ago I now fully working to perform MOT tests? Was there any truths in all that I was told when I left the car? Am not a happy customer and I am requesting more answers to this early morning drama. Thanks

I bought a used X5 from Berry.
As I live 400 miles away from them it was all done by phone and email.
Paul Stokes in sales could not have been more straightforward, honest, helpful and easy to deal with.
I was met by Paul at the airport, and the car was all I had hoped it would be.
I have no hesitation in highly recommending Paul and Berry BMW

Contacted Berry bmw about purchasing an approved used car, queried about the part ex valuation and a finance question and they didn’t even bother to respond, they are clearly only interested in big profit easy sales. They are also doing an excellent job of keeping their poor review ratings low and trying to destroy the brand

Berry Heathrow know how to treat their customers well. Although I didn’t buy a car due to personal circumstances.. I was looked after from start to finish with the salesman having incredible knowledge and one of the managers there Leon was very helpful. Will be back in the future for sure

Be aware that Berry Thames Ditton is Cooper BMW Thames Ditton rebranded. Check the Yell, Facebook and cardealerreviews reviews for Cooper BMW Thames Ditton to get the views of real customers. I have personal experience of the poor Service centre here as have others if you look at the aforementioned reviews. Hallmarks of Cooper Thames Ditton's service include but were not limited to :-

-Routinely a 45 min wait to drop off/pick up your car
-Sub-standard work
-impossible to get through to on the phone
-inaccurate estimates of how long work will take
-no appreciation of knock on effects of delays/mistakes to customers lives

Unless there has been root and branch change of staff from front desk staff through Service Manager to Head of Business I would steer well clear. I now go miles out of my way to visit a dealer I actually trust.

TERRIBLE AND SHOCKING CUSTOMER SERVICE FROM STAFF, I PLACED A DEPOSIT FOR A CAR AND THEN TRIED TO GET A REFUND OF THE DEPOSIT. MIREL CABA LEFT ME A VOICEMAIL ABOUT NEXT STEPS FOR THE CAR, I THEN CALLED HIM HE TOLD THE CAR WAS MIS PRICED AND THAT IT HAD ALREADY BEEN SOLD THE DAY BEFORE. I REQUESTED A REFUND OF THE £500 DEPOSIT. HE TOLD ME THEY HAD NOT RECEIVED THE MONEY FROM BMW UK YET AND WOULD HAVE TO WAIT 3 WORKINGS DAYS BEFORE HE CAN ISSUE THE REFUND, I CALLED 3 WORKING DAYS LATER AS I HAD NOT RECEIVED THE MONEY BACK IN MY ACCOUNT. KEPT GETTING TOLD MIREL WOULD CALL ME BACK AND THAT THEY WOULD PASS ON THE MESSAGE. I GOT TO THE 5TH WORKING DAY AND STILL NO REFUND. THEN I WAS TOLD 4 WORKING DAYS AND THEN IT ALSO CHANGED TO 5 WORKING DAYS. MIREL THEN TOLD ME THIS IS NOT HIS PROBLEM AND THAT BMW UK WOULD NEED TO RESOLVE THIS AS HE HAS NOT RECEIVED ANY MONEY AND HUNG UP THE PHONE ON ME... SHOCKED I WAS. ALSO THE RECEPTIONIST MERCEDES WAS TERRIBLE TELLING THIS IS NOT HER PROBLEM AND THAT IT IS NOT A PROBLEM FOR RECEPTION TEAM. I HAVE TRIED TO CONTACT THE MANAGER THEY KEPT TELLING ME HE IS BUSY OR IN ANOTHER MEETING. KEEP CLEAR OF THIS BRANCH AND PARTICULARLY MIREL CABA AND MERCEDES. COMPLAINT RAISED WITH BMW CUSTOMER SERVICE PROBLEM IS ONGOING YET RECEIVE MY £500 PUND DEPOSIT BACK. SHOCKING BRANCH THEY DON'T REPRESENT BMW UK...

Bought a year old 8 series on 31/1/20

Good Points - Ash Bhamra the sales person was good, easy to deal with, quick to respond and we came to a good deal quickly. Car hand-over was fine on the day no issues.

Bad points - I left a £500 holding deposit because I forgot the V5 of my trade in car, my fault, I then posted the V5 via recorded delivery and Berry confirmed that it had this on 7 Feb via mail and stated it would return the deposit.

Guess what?, yep I still don't have my money back. I have spent a lot of time on calls, emails to Berry BMW and as of 4th of March they still have not returned my money, this is a fact. Today they say I should get it by 13th of March. It will have taken them from the 7/2 to 13/3 to refund the £500 holding deposit, to me that says it all.

I find this whole approach very poor for a BMW dealership, I had to chase up and no one would help/take ownership of issue, only when I contacted BMW UK customer services direct have things started to move.

This is shocking customer service when you are paying a lot of money for a car and I can only hope they improve their process in the future.

Would give this terrible place 0 if it was an option. Terrible service and made up quotes for work that didn’t even need doing . AVOID AVOID AVOID. I wouldn’t even let them look at my bicycle. This is probably the worst garage I have ever had dealings with and I’ve been to some shockers!!!

Bought a car 6 months ago from Berry Heathrow. Battery discharged while away for 10 days. BMW say not covered by warranty. bought from Berry Heathrow. I have asked them or BMW to justify and explain why the battery would discharge in a car recently bought from them. Nothing justified. The after sales 'manager' is refusing to pay. Avoid using this Berry Heathrow. Dishonest and typical car sales people. No professional dignity at all.

Awful. Do not trust a word they say. Calls and emails never responded to. Absolutely zero customer service. Would rather lie than tell the truth. My advice to any prospective customer: find somewhere else to buy a BMW, you’ll save time and money going elsewhere.

I’m not usually one to post online feedback, but feel compelled to about Berry BMW Chiswick due my experience.

Five star service from Iain!! Thank you very much, we couldn't be more pleased with your excellent sales and your customer service! You have been very supportive and very helpful from start to finish.

Unfortunately the one thing that was wrong the Valet! It was very poor from the interior still had lots of watermarks and I was very disappointed with the finish service! I hope you can look into this and we had to spend extra £40 to get it fully valet again !!

No happy

Mourad & Amal

Very poor after sales service. I’ve been asking for my financial contract for three weeks now and keep getting fobbed off. There’s always a promise of ‘Adam / Pritesh will call you back’ but this never happens.

I’ve been a customer of BMW for 20 years now and this is the worst branch I’ve had dealings with.

I had the misfortune to service my BMW 5 series at Berry Chiswick for the past 5 years. They are one of the worst customer service organisations I have ever dealt with. They are completely disorganised and incapable of giving accurate information. For example, they recalled the car but failed to inform me it would require two days to do the fix. They also refused to provide a courtesy car even though this is a manufacturing fault. They don't have a customer service culture - all the interactions are curt and close to arrogant. I have put up with this for way too long. I'm off to Halfords for my future servicing needs. I intend to buy another BMW but not from Berry's.

I have been with BMW for 4 years now and used the Thames Ditton branch and Norwich branch many times where I have received fantastic service and care. However this franchised branch STEER CLEAR!!!! Brilliant communication until they have your signature and money. Expect ZERO AFTER CARE once you have payed your money they aren't interested in providing any service whatsoever. Handing in my one series which I've owned from brand new, I purchased a one year old two series which when driven away had Bluetooth failure. The sales team offered no advice or assistance on where to turn or how BMW could help. My contract was also unfulfilled leaving me out of pocket and with parts missing from my package. The Berry branch offered no help to sort my problems out, no call back and was left with ignored e-mails. I advise you to use one the main stream dealer not this shambles of a franchise.

Try getting through to their parts department. Even worse.....
never reply to emails. left hanging on for phone call. messenger half worked until went dead..................................