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5.0SERVICE
3.5Our 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.
396 ratings and 223 comments received in the last 90 days.
22 March 2025
Hassle free process , I saw the car online and all the paperwork was ready for when I came down. I was well looked after , and car reveal and hand over was excellent!
21 March 2025
Good communication, lovely garage to visit
19 March 2025
Alex was great
12 March 2025
Too many different forms / communications / docs and not connected. One electronic signature form looked like a plishing msg since did not even reference BMW, the dealer or sales contact.
10 March 2025
The whole process involved dealing with the paperwork, finances, showing me all the car features/functions has been a smooth and extremely professional/friendly engagement with Louis Farrell at BMW, Reading.
09 March 2025
Great hand-over! Great parking! A Great place to buy a BMW!
09 March 2025
See above
05 March 2025
Smooth transaction and with process fully explained throughout
04 March 2025
Car is brilliant and got a good deal for it
18 February 2025
Extremely satisfied. Clear communication and updated regularly.
06 February 2025
Daniel Markham provided exceptional service throughout the entire process of buying my new vehicle.
04 February 2025
Purely due to the service and support provided by Alex Metcalfe. Alex was professional, available and understated in his 'selling' role. We felt we could trust him - he was very straight talking and not pushy. Found us a great deal.
14 January 2025
No problems
14 January 2025
Efficient, quick
04 January 2025
Very satisfied.
03 January 2025
Great facility but more importantly staff that listened. Todt the sales person was new to role but made every effort to answer all questions and if did not know he found out. Phil Mears was very knowledgeable and customer focused
26 March 2025
Terrible service. Left waiting for 5 days with next to no contact about what was happening with my car. Then, after paying £1,700 and complaining about the money I'd had to pay on top to hire a car every day you weren't getting back to me.
26 March 2025
Chloe looked after me well and kept me informed about the service and answered my queries. I was pleased with the service and the car is running well. Thank you.
26 March 2025
Happy with the fact I got a cleaned car
26 March 2025
I arrived at the garage and there was no parking for cars to be serviced. I found a space in the middle of the Minis for sale and someone came to guide me to an appropriate space.
25 March 2025
The services were good with a video showcasing the test on the tires. Also, the car wash was amazing!
25 March 2025
Several calls to service department were not responded to despite being promised a call back in some of those occasions. A simple tyre swap tool 3 days. courtesy car was returned and i was left without a car for several days
25 March 2025
The costs of standard services is unreasonably high.
24 March 2025
Experience as this dealership was well short of what I expect from BMW. Makes me wonder why I even bother taking my car here. I had 3 simple asks walking in on the day of my service. None were attended to despite the consultant telling me otherwise
24 March 2025
Unfortunately the quality of service provided by my local dealership has deterorated over recent takeovers and is now at its lowest point
24 March 2025
Everything went smoothly
24 March 2025
Completely satisfied. Staff were very helpful, kind and I felt very welcome
23 March 2025
The overall concern arose from the fact that my expectations from what I thought I had been told were not met, which meant I was without my car for a week longer than I had anticipated.
23 March 2025
Very good especially the service provided by Milley. However when booking the car in I had to wait a long time to have the car finally serviced.
23 March 2025
Great service and communication
23 March 2025
Work was done OK.
22 March 2025
The service experience was very good, right from checking in, to being kept informed on the progress of the service or repair.
22 March 2025
The service was good
22 March 2025
Very friendly and professional team, explained everything, Lewis and Azan were very kind an helpful as always, really much appreciated.
21 March 2025
Car came back like new
21 March 2025
Millie was exceptionally well and was done smoothly
21 March 2025
I was very please with everything
21 March 2025
George was excellent and really helpful. He made sure that my car was dealt with in good time and kept me up to date with the progress.
20 March 2025
This score is again for Millie. Prior to her involvement I would have scored 1 star
19 March 2025
Service/MOT was carried out fine, but... I booked an oil service online, got a 2pm appointment, other items were added to work schedule by garage. Left car at 2pm, got a call at 4pm to say car wouldn't be ready, had to come back next day to collect.
19 March 2025
They'd given me a whole information about the condition of my car and good check up.
19 March 2025
Good communication and professional
19 March 2025
Service completed and vehicle valeted before return on time
18 March 2025
Unable to book service within two months so had to go elsewhere for the MOT.
18 March 2025
When I arrived with the car for the Airbag recall replacement ,I was met by a representative who told me that the time of the repair would take 1.5 Hrs . It was a pleasant surprise that it took 1 hour!
18 March 2025
The service itself was fine. The delay in scheduling it was not.
18 March 2025
Seen quickly. Kept informed. Nice clean car at the end.
18 March 2025
All recall jobs completed and complimentary car wash was a bonus.
18 March 2025
Great motors , great service & really nice people
18 March 2025
George in service was great!
17 March 2025
The staff was caring
17 March 2025
The staff is very helpful and friendly to explain the issues.
16 March 2025
Everything that was promised was done.
16 March 2025
Visual Heath check report wasn't available early enough to discuss, despite drop off at 0900 and pickup after 1630. There were tyre issues that could have been discussed. As a result I had the tyres changed elsewhere.
16 March 2025
Service/MOT was handled smoothly and without any issues. Communication was good and staff were helpful.
16 March 2025
Everything was perfect
15 March 2025
Was offered a drink upon arrival and assistance.
15 March 2025
You delivered and collected my car very prompt thank you
15 March 2025
The staff were great and the technician with videos information was helpful to see what the car needed.
14 March 2025
See my previous notes
14 March 2025
The staff were helpful and kept me informed
13 March 2025
Great service.
12 March 2025
It was a bit of a nightmarish experience. Our older BMW car had an issue, needed to be taken to BMW Reading. We received no communication from BMW Readers for days, had to call them multiple times, stayed without a car for 9 days!
11 March 2025
This was for an MOT, my wife was advised it would be a 2 hour duration and she could wait for it. Three and a half hours later it was finally done but only after her persistence to get it done. We believe in the end only 10 minutes was taken.
11 March 2025
I asked if the car could be back to me as soon as possible and Millie shuffled things around to make this happen, so was very grateful for the flexibility shown.
11 March 2025
I was called for feedback on my experience, I explained the negative experience I had and was told that I would be contacted by a manager about this. It's coming up on two weeks and I've heard nothing.
10 March 2025
Staff were very good.
10 March 2025
My vehicle developed a fault and when I brought it in to Group 1 Reading for help, the assistance that I received right from the start from the Reception team, your Service Advisor, Lewis and your Technician Dan was exemplary.
09 March 2025
The team were busy but made their me to call for updates
09 March 2025
Very polite people cannot be better. It seems uncoordinated to me. No one answering a phone rang 4 times over 30 minutes. I rung another department who contacted maintaince when my car would ready. When I arrived I was ignored until I asked reception
09 March 2025
I had asked that my car shows RDC failure and this was not looked into. I even confirmed this with the adviser at time of pickup, but when I drove the car, same issue was there. I tried calling the dealership, but not a chance to speak with anyone.
09 March 2025
Always great service advisor (Millie) and technicians
09 March 2025
Early problems & historically many communication issues, but resolved effectively by John
07 March 2025
Because of the loan car, and the unessesary journey to the garage to have a rapair done when the part was unavailable I was not over impressed with the service I got at this garage.
05 March 2025
Same comment as above
05 March 2025
Technician was polite & provided a detailed & concise Health Check on my car. All necessary work was carried & within time the frame. Extremely happy overall from start to finish.
05 March 2025
They solved my prob lem with minimum of fuss and maximum care and attention
04 March 2025
My mot was not only completed ahead of my expectations, of bearing in mind I miss ed my original appointment!
02 March 2025
Millie was Exceptional
02 March 2025
I complained and asked to have senior management to look into what happened and no one contacted me
01 March 2025
Lewis was communicative and good
01 March 2025
Service and issues were dealt with to a good satisfaction. Chloe kept me well informed and went above and beyond what I was expecting from the issues I had that needed resolving ending in me being completely happy with the outcome and final bill.
01 March 2025
Good.
01 March 2025
Great
01 March 2025
The team went over and above to meet my needs.
28 February 2025
On arrival, Chloe gave me an update on what would be happening with the car on the day & the timescales, when the job would be completed, she contacted me by phone once the job was completed, this was within the discussed timeline.
27 February 2025
Pleasant experience
27 February 2025
Car was booked in for a while you wait MOT. Night before I was informed that there was a recall needing 2 days, I had no time to plan for it and no car offered. Worse, your engineers didnt start the work until so late that in the end it took 3 days
27 February 2025
No complaints
26 February 2025
I did not receive an email confirmation for my first appointment and had to rearrange The service whilst waiting is very good.
26 February 2025
Only right thing about thr all experience lady who i see at reading branch . Amazing superstar
24 February 2025
I had my ix50 in for a service & recalls, i specifically told the service manager that i'll come to collect the car at 3pm to avoid rush hour in Reading, if it was not going to be ready please call, no contact made turned up car not ready till Monday
24 February 2025
Very good service and staff
24 February 2025
Some of the worst customer service I have encountered - especially disappointing as I bought the car and have had all services with you
24 February 2025
great service
23 February 2025
Always very friendly professional and knowledgeable staff
23 February 2025
I had to wait for 1 month to get a service date. But the repair work took more than a day to complete and I assume that less priority was given for my car. It was good that the service desk called and checked for the time of pick up for the next day.
23 February 2025
Nice, friendly people to do business with
23 February 2025
nice and helpful staff
23 February 2025
See official complaint
23 February 2025
I am kept updated frequently.
22 February 2025
Collected, serviced and returned to me with a report of the vehicle health. Great valet.
22 February 2025
Really hard to get answers on my car. I only knew something had happened as the app notified me it had been charged
22 February 2025
Car was completed on time with an excellent complimentary clean.
22 February 2025
All work was completed, including a recall item.
19 February 2025
The quality of the product as well as the service I have receieved from the Dealership in Reading. From sell to service it has been excellent. Ameila Rippon who handled the post service process was a great example of customer service. Thank you!
19 February 2025
Poor service.
18 February 2025
Good service and cleaned my car really nicely. I also paid extra for an air con refresh and my car smells so nice inside now.
18 February 2025
I was satisfied with the service as the kept in touch with me throughout
18 February 2025
Very easy and explained repair process
18 February 2025
Staff are always help and have good personal skills
18 February 2025
Booked in for service, MOT and EGR recall. Dealer called at 17:15 on day before appointment trying to cancel. Blamed lack of EGR parts and "BMW Policy" that they could not car in for MOT and service with outstanding recall.
18 February 2025
Great work carried out and friendly staff
18 February 2025
The Group 1 Reading messed with my service, and I have requested them to look into it but still not getting any response after 2 weeks.
17 February 2025
Just average. I brough my car in for an MOT and that gone done, so the basics were taken care ok. None of the extra that i selected at booking were done. There was an option for a valuation on my car, a courtesy was and a video - which i've received
17 February 2025
Usually always had a good experience at BMW Reading but not this time.
15 February 2025
The delays and lack of updates was frustrating. However. The young lady I dealt with was very apologetic and also frustrated with the situation. She was very friendly and did her best to resolve the situation
15 February 2025
2 days after the service on 3 Feb, a notification appeared for new brake pads, with only 800 miles remaining. The earliest I have been able to book my vehicle in is 12 March. They are 62% worn, so why weren't they replaced at the last service?
15 February 2025
All round great service
14 February 2025
Aspects of my Service Advisor Lewis Rodgers were poor. He promised me a reply by last Monday to an email I sent him yet I am still waiting to hear back. I asked him to get the Service Manager to call me and she still hasn't, nearly 2 weeks later.
14 February 2025
Work carried out as planned
13 February 2025
I had to wait 2 months for an appointment.
13 February 2025
good clear comms keeping me up to date on progress.
11 February 2025
because I am completely satisfied.
11 February 2025
Meg was a really good representative and listened
10 February 2025
Easy process and good communication
10 February 2025
They attended to issue but you would expect Group 1 to do a basic valet to car,however this did not happen.
10 February 2025
A few minor hitches but otherwise OK
09 February 2025
Please see above
09 February 2025
As above
09 February 2025
Great service. Your team was attentive and clear on what was going on. I didn't feel I was getting bluffed, every answer was honest
08 February 2025
Took a day longer than booked, even though it was a simple check
08 February 2025
I asked for a valuation for my car Did not get one
08 February 2025
They have given me excellent care and service.
08 February 2025
No proper communication channel
08 February 2025
My dashboard screen was working perfectly fine when i dropped my car off the very first time at your shop.now I'm sitting with a screen that's freezing not in a good working order.
07 February 2025
See above
06 February 2025
Not satisfied with the service. Initially promised a timely follow-up, a valuation was conducted in person. Yet to receive promised documentation. Lack of follow-through on commitments has left me feeling disappointed. No expectations were met.
06 February 2025
Lewis and Millie were both very professional and helpful
05 February 2025
Initial booking didnt show up on their computer systems so had to rebook for a week later. Service person disappeared for lunch when car was ready, so no handover. Promused video of car on ramps never arrived.
04 February 2025
I was dealt with quickly and politely
04 February 2025
When I left my car in at Group 1 reading on 31 January, I checked again with a member of staff about having a courtesy car and was told nothing was available. I also made sure the warning light issue would be checked as well as the airbag recall.
04 February 2025
Excellent all around
04 February 2025
Chloe was very good at commuicating with me and giving me realistic timelines for the recall.
03 February 2025
Service reception was slow when car dropped off before 9 am. After promised call between 12 and 2 did not materialise, had to chase status leaving messages. Service on car did not happen till after 4 pm with risk of overrun. Staffing level issues?
02 February 2025
Nothing to complaint
02 February 2025
The work was carried out as explained and I was contacted to let me know it was ready for collection.
02 February 2025
I had to call at about 4pm to get an update about my car only to be told there was a risk that it would not be available until the following day. If this had happened it would have been very inconvenient. I should have been advised before I called.
01 February 2025
Totalling under control
01 February 2025
Due to the extended time my car was away
30 January 2025
Very impressed with such good customer service.
30 January 2025
Service fine, but as per first comment my expectations were consistently missed, and all it would take is for a courtesy update, as I could have re-arranged some things.
30 January 2025
Except for the fact that there was a delay in returning my car. The rest was alright.
30 January 2025
I booked a sit and wait booker did not pass this to garage so i waited 3 hours
29 January 2025
Because I can't give zero.
29 January 2025
Service department very busy. Took a month to arrange a service visit, then the car lay idle for two days before being serviced on the third day.
29 January 2025
Was performed quickly and efficiently but cost to just change some fluids and check car over seemed very high.
28 January 2025
Service personnel obviously know their work and communicate their findings effectively
28 January 2025
The whole process was smooth from booking, dropping off and collecting my car. Also, the staff Chole was very helpful and she explained well all my inquiries.
28 January 2025
Everyone I have come into contact with, really do try to deliver excellent customer service and I like that approach.
28 January 2025
As above, but continuing: The agent who returned my keys told me that
27 January 2025
Work completed on time. Friendly staff.
27 January 2025
Good service.
27 January 2025
Poor service, no communication from front of house staff. Further delayed by car being washed when I requested it wasn't as I wanted a quick turnaround. And the new airbag finish doesn't match the interior and is more 'matt' than the original unit.
27 January 2025
Jess and Calum were very professional and did all that could be expected in a difficult situation.
27 January 2025
.
26 January 2025
I booked for recall + MOT with weeks to spare. Arrived early, simple work not done same day, called late in the day to be told car needed overnight. Next day I was called with 25mins to spare before closure, no time to collect, so 2 days without car
26 January 2025
Very attentive and thorough interactions with Matthew Clarke
25 January 2025
Job was completed earlier than expected... Received call informing me all jobs had been carried out
25 January 2025
Very impressed with the whole service process. Very expensive though, with no indication of the charges prior to booking.
25 January 2025
There was much improvement but needs to be consistent.
25 January 2025
Everything completed to my satisfaction and vehicle returned clean and tidy.
24 January 2025
We have been using Reading BMW for many years. This is the first time we have been dissatisfied, to this extent.
23 January 2025
This took a few months but once Kathleen McCollin and Edward Armstrong got hold of the issue it was resolved efficiently
23 January 2025
Good service, well looked after by Matt, however apparently IT systems issues prevented my service being completed on the day and the car had to be left onsite overnight.
23 January 2025
I booked my car in and the appointment was cancelled due to lack of staff and I was told someone would call to rearrange. No one called. Once booked in and with dealership the car was not seen to for two days.
23 January 2025
I booked a running-in service and asked for a quick turnaround as I would wait on site. This was translated as I was happy to work on site which was not the case. I waited over 4.5h and had to cancel a work meeting. Lewis? helped but took too long
23 January 2025
All the servicing was done to my satisfaction
22 January 2025
1. Spares not ordered in time for booking . 2. Booking was 5 weeks before repair date despite previous assurance from Coopers that car would ne booked in quickly
22 January 2025
I had a few issues getting booked initially due to a system change. Then when i had booked a couple of days before my service i was called and asked to delay due to sickness in the workshop. When my bill was sent through it didn't match the quote.
22 January 2025
Although the service once there was excellent, please read previous statement.
21 January 2025
Good service reasonable price
21 January 2025
The completion of service delivery appears somewhat wanting at the moment suggesting there is either a lack of resources to complete works or some issue in the prioritisation/scheduling of service delivery.
21 January 2025
provide additional checking and cleaning of my car
20 January 2025
Poor communication between the service department and my self. It took over 24hours before I heard anything from the service team and then it took 48hours after my booking date for the vehicle to be looked at.
20 January 2025
Additional work required was identified during the service which could not be completed on the day and car had to kept overnight which meant i had to arrange transport home
20 January 2025
Customer services are shocking. From management.
20 January 2025
I had to visit three times before my car's service was completed. First appointment: I booked online, but when I arrived, I was informed that the system hadn't synced, and my appointment hadn't come through. Second appointment: I left my car for th
20 January 2025
Always helpful and informative. Although always polite it seems like the service has improved recently. Chloe was great and was sure to answer all my questions.
20 January 2025
I had asked to be booked in as a waiting appointment and when I got there I was told I was booked in as a hot desk appointment. However the team got me sorted as soon as they could which was very much appreciated.
20 January 2025
Would be five stars, but two messages to say the customer was waiting did not get through to Livvy who was under the impression they had all day rather than the 2 hours quoted. However, service was then carried out promptly
20 January 2025
Self service check-in not working, car not ready at given pick up time so had to wait a further 40 mins inconveniencing the person dropping me off as well
19 January 2025
I'm very satisfied with the service BMW provided
19 January 2025
Overall service has degraded. I had the egr recall appointment booked ages ago and was cancelled last 2 times then assured by head of business that it will be done this time and again they cancelled due to loan car not available .
19 January 2025
Very good -the service manager Jess was very helpful and made sure all my requirements were done Also the receptionist Eva was very helpful and always smiling
19 January 2025
The people who looked after me were excellent
19 January 2025
Car in for too long, left messages but not all returned. Once fault diagnosed and costed, I gave the go ahead only to be told the next day that parts backlogged, available by end of January! Independent specialist fixed it in 2 business days!!!!
18 January 2025
Car returned clean and ready
17 January 2025
It was easy to arrange and communication was good
16 January 2025
Services levels are Exceptional
15 January 2025
Very good customer service
15 January 2025
I have recently got my BMW 520D recall finished successfully.
15 January 2025
The paper or online report of MOT disappeared compared with last year, e.g., depth of tyre tread. Also, there is no longer check video. I was not notified for this lowered level of service.
14 January 2025
Everything ran very smoothly
14 January 2025
Our warranty issue remains unfixed after 4 months. Overcharged on our MOT and when we complained nobody has ever discusses phone call last Saturday. But they rang for a few seconds, not time to get my phone out of my pocket
14 January 2025
No worries
14 January 2025
Lovely people
13 January 2025
Courteous staff, good at communication with progress.
12 January 2025
Very friendly
12 January 2025
Bad experience
11 January 2025
Awful customer service. Last minute cancellation with no alternative dates given. Had to complain in order to get the car booked in later, otherwise it would have been a month later. No updates on car repairs and having to be chased constantly.
10 January 2025
The MOT and car wash was to our expectation
09 January 2025
I was informed the invoice will be emailed to me. which never arrived and i had to call twice later to get it emailed. you use some kind of liquid on the windscreen from inside which leaves marks which makes it very poor visibility, i cleaned it
09 January 2025
Software update was not done even though was requested and I was told it was
08 January 2025
Happy with service
08 January 2025
5 out of 5 rating. I actually asked to do service and mot . Lewis called me and explained service is not due and its only MOT which need to be done. His prompt actions and advise saved me money. I got flexible options to get re-mot done next day.
05 January 2025
Most people I dealt with were helpful & friendly - others made things up, said what was needed to get rid of me / pass the problem to someone else, no responsibility taken or resolution sought. Millie is the only one I can say positive things about
05 January 2025
Shout out to all the team there. Chloe (I think?) was really helpful with our old broken car. Hamza was not pushy and helped us find a new car. Then aftercare - he helped us kick BMW Roadside into assistance when "computer said no".
05 January 2025
Jess Wheeler - a very good ambassador for the dealer.
03 January 2025
The service I received left a lot to be desired
03 January 2025
Chloe was very helpful in pushing my repair through did a brilliant job
02 January 2025
The overall experience at Group1 was very disappointing, every person I met had no customer focus at all and no one seemed to know what was going on. Despite requests to speak to a manager to convey this not a single one was ever available
23 March 2025
I was very satisfied with the purchasing and delivery of my BMW 4.