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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.
426 ratings and 211 comments received in the last 90 days.
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
31 December 2024
all aspects of the process went without any issues
28 December 2024
Excellent service throughout. Adnan kept me informed all of the way
24 December 2024
When I collected my car I had my 3 month old baby with me. Adnan went at my pace & adapted the collection appointment accordingly. He made me feel totally at ease. He offered a follow up appointment at a later date if necessary to demo the car.
21 December 2024
That's what I would expect when buying a new car
20 December 2024
There was an issue with the specification of the car when it was delivered. Adan and Matt from the sales team were brilliant in helping find a suitable resolution. Making sure the new car experience was as exciting as possible.
13 December 2024
Very responsive and focussed on my needs
13 December 2024
Salesman was very helpful
29 November 2024
Provided all the details, very comprehensive.
25 November 2024
On time and regular communication updates
18 November 2024
Absolutely brilliant, Adnan made the collection of my car super special as it was near my birthday by putting a bow on the car. This really made the experience so nice and thoughtful. Adnan also kept me updated every day with the delivery of the car
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
Chloe was very good at commuicating with me and giving me realistic timelines for the recall.
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
I was dealt with quickly and politely
04 February 2025
Excellent all around
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
I booked a sit and wait booker did not pass this to garage so i waited 3 hours
30 January 2025
Except for the fact that there was a delay in returning my car. The rest was alright.
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.
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.
29 January 2025
Because I can't give zero.
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
As above, but continuing: The agent who returned my keys told me that
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
Service personnel obviously know their work and communicate their findings effectively
27 January 2025
.
27 January 2025
Jess and Calum were very professional and did all that could be expected in a difficult situation.
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.
26 January 2025
Very attentive and thorough interactions with Matthew Clarke
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
25 January 2025
Job was completed earlier than expected... Received call informing me all jobs had been carried out
25 January 2025
Everything completed to my satisfaction and vehicle returned clean and tidy.
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.
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
All the servicing was done to my satisfaction
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
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
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!!!!
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
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
Bad experience
12 January 2025
Very friendly
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
30 December 2024
Terrible service finding out if the car is finished
30 December 2024
Staff were helpful once I made contact about the delay. The fuel, washer fluid (of lack of) and ding have not been rasied yet, but will be
30 December 2024
Easy to book and communication was good
29 December 2024
Was impossible to get through to the service dept on the day. Also requested information about the advisories and cost of an imminent service. Neither received to date.
29 December 2024
Good customer service. Thank you.
28 December 2024
I am left with the impression that customer care is not a priority at BMEW Reading.
28 December 2024
The management team resolved the issue professionally
25 December 2024
The quality of the repair was excellent which is the main thing and staff were pleasant but more attention needs to be paid to the customer service side, being clear on how long you will need the car for and when that timeline extends.
24 December 2024
Customer detail
23 December 2024
My service was cancelled with no notice, and then was incredibly difficult to rebook. I had to do the chasing. And the car was not returned when needed. I was provided a bizarre reason that my fleet manager said made no sense so felt fobbed off
23 December 2024
Lack of communication and dealing with a hostile assistant manager phones not answered by the parts team. Always have to go through the helpful sales team.
22 December 2024
Great service
22 December 2024
The vehicle's exterior cleaning was suboptimal, as water spots remained on the windscreen and mirrors.
19 December 2024
It seems there's a systemic challenge with inter-department communication. It's common something's communicated to the relevant party in time so that there's a seamless transition. But once we're there, great service.
19 December 2024
Jess was incredibly kind friendly and helpful.
19 December 2024
Invoice stated items I did not request and we're not carried out i.e Brake service. I was asked if I had used the dealership before. Having purchased two cars from you and you have looked after the servicing for Twenty years I think so.
19 December 2024
There was an additional issue with car, not to do with service which I asked sales to resolve and although they tried to help, it has failed and I will have to return to attempt to get it sorted out.
19 December 2024
I dropped my vehicle in at c. 9.15am on the agreed date - yet it wasn't until after 1pm that I received a call to tell me that the service and recall fit could not be completed. A swifter response would have been appreciated.
18 December 2024
Great service from Chloe at Group 1 Reading. Very helpful and professional
18 December 2024
Yes very good
18 December 2024
Communication from the service department was shockingly poor. Dropped off 8am Tuesday. No call until Thursday. Should have taken 4 hours same day instead not ready until end of Friday. So 4 days not 4 hours
18 December 2024
My car could not be looked at the day it was booked in due to issues in the centre. It was also not looked at the following day and I had to arrange and pay for a hire car myself through a third party. I was promised a discount which I did not receiv
17 December 2024
As above
17 December 2024
It was all fine.
17 December 2024
My booking was cancelled last minute and moved which caused me alot of hassle
17 December 2024
Great waiting area with drinks provided and timely service with polite and attentive employees
16 December 2024
The whole process was fine from start to finish
16 December 2024
One the day service experience was excellent
16 December 2024
Thorough service and helpful report. Chloe was efficient and kept me informed.
16 December 2024
Chloe was comprehensive in her phone call, though could have provided a clearer explanation of what was done, and what needs to be done, and what is recommended next, e.g. state of the car-tyres.
16 December 2024
Good service from the service desk team
14 December 2024
Shockingly bad. Booked that date as promised a courtesy car, phoned to days before to say there would be no courtesy car. Dropped car, was told it would be ready in 2hrs, came back in 2.5hrs and service hadn't even started. Promised service manager c
14 December 2024
Have had really good service, any questions or queries answered, feel like I am a valued customer.
13 December 2024
On this occasion, the car was booked in for a winter wheel swap and I had not been told in advance that BMW will no longer store the other set of wheels. This was disappointing to hear, as the service rep told me that I should have received an email
13 December 2024
The car was brought in after breakdown in Reading but the Garage managed to lose the car for nearly a week "somewhere" on the premises. It was nearly 4 weeks before I got it back. I wrote to HO (Neil Armstrong) to complain.
13 December 2024
Stupendous
12 December 2024
First booking was rescheduled. The day prior to the next booking, at 5PM I get a message saying the booking has been cancelled so had to rebook. Lost a day of work, rebooked and the 2 hour job took over a day to complete so I lost another day of work
12 December 2024
After paying online for a passed MOT I was made to wait 30mins for just handing back my keys. Must make quicker for car collection When everything complete.
12 December 2024
Worst service I have ever received, only got sorted when I went to the outlet for the third time and wouldn't leave until the business manager spoke to me.
11 December 2024
On previous occasion car was booked in to be telephoned the afternoon before and asked to reschedule service! This time, 26th November, I was told that the car was needed overnight. I did highlight the "recall" letter said one day!
11 December 2024
Once the car was in the garage, it was dealt with efficiently. Getting it booked in was really painful due to availability of technicians and systems. Needs improving please.
11 December 2024
I was told at short notice that a loan car was not available. A waiting appointment was set up, and was well organised and on time. I had requested a new tyre, but was told it was not really necessary which was helpful.
10 December 2024
Two months to get a booking for a warranty repair. One fault identified but needed parts. One week later I still haven't been contacted to arrange completion. Other fault was 'fault not found' even though it was there when I collected the car
10 December 2024
All went well and was called to say that car was ready to be picked up - chap spoke with me when handing over keys.
10 December 2024
Recall safety was completed
09 December 2024
someone didn't put the drivers side wiper blade back together properly and the first time I used it it broke into 2 parts. This could have been very dangerous had I needed the wipers on my way home on the M4 rather than on my driveway the next day
08 December 2024
Amelia at Group 1 Reading very good at her job and very helpful
06 December 2024
Having had our car now from brand new for 7 years, we have not always been impressed by the after sales customer service and I would have given a lower score that this in previous years. However, this years experience with Matthew was much improved.
06 December 2024
Friendly and good value
06 December 2024
Although the car had been booked in weeks in advance there was a 4 working day delay before it was even looked at. Also, sudden decision to stop storing winter/summer wheels and tyres at zero notice. The car was returned with a boot full of wheels.
06 December 2024
Again George made every effort is difficult circumstances to make sure he looked after me and my vehicle
05 December 2024
I was somewhat satisfied with my experience. While the Lewis was friendly and the repairs were completed properly, there was a longer wait time than I expected. It would be great if appointments could be handled.
05 December 2024
Overall, I am completely dissatisfied with my service experience at Group 1 Reading.
05 December 2024
Very good service, the staff were very pleasant, welcoming and helpful. I was offered refreshments when I collected my car even though it was only a few minutes before the dealership closed for the day. My car was also valeted as part of the service.
04 December 2024
High customer focuse by Chloe and also the reception team
04 December 2024
It was expensive, but all issues were fixed successfully.
03 December 2024
Waiting time was informed as 2-3 hours, ended up being 5 hours
02 December 2024
Fobbed me off
02 December 2024
Really dispointing about the service.
02 December 2024
Got my car back now I'm experiencing issues that were occurring before it went in - only went in for a recall
01 December 2024
Car handed over at 0800 for MOT. Received call at 430pm that some machine had broken down and car needed to be kept an extra day. Very little regard as to how difficult it is to organise alternative transport.
01 December 2024
Adviser on the day very professional and my car was ready to collect when advised. Also, it was lively and clean inside and out.
01 December 2024
When I got my car back, I found that the front of the car was dented, but I couldn't prove that it was made by your company, so I was a little unhappy!
30 November 2024
6. I was sent an invoice to pay for this service, whilst I already had a service plan!! 7. After explaining I had a service plan, I was eventually sent the sales invoice by email. It clearly states that my next service is due on the 30/03/24 (why?)
29 November 2024
Not a great service when a service is booked in, instead of 1 day it took 3 days and I was not offered a car. I have the full service package and brought car new from BMW for 70k
29 November 2024
Good service but appointment system didn't work - see below for details.
28 November 2024
Damage to car when returned: This is really poor from BMW technicians, and it raises concerns about whether the work carried out was done to the correct standard, including proper torque settings, if they can't get these simple things right.
28 November 2024
Completely satisfied with service although more customer loan cars should be available or the alternative of collect and deliver as an option. Both arrangements seems a lottery when you book an appointment. We all need alternative transport.
27 November 2024
It can be difficult to get through by phone, but other than that great.
26 November 2024
Car kept over weekend due to problems in service department. No replacement car offered.
26 November 2024
Service went very smooth and on time
26 November 2024
job was done on time and explained well by Chloe
25 November 2024
Overall good but the service took 2 days when previously it's been the same day pick up and I had to call for updates on the second day. The issues picked up on the health check weren't discussed at the sign off or given as an option to do that day
25 November 2024
Very happy all very easy
25 November 2024
Very satisfied
24 November 2024
Job was done on time.
23 November 2024
I was very, very disappointed with the service I had from BMW. My car was put in for a full service and MOT. The Service was not done and MOT failed due to a warning light. I was not contacted at all, despite phoning to ask for an update.
23 November 2024
The service provided was highly professional. The replacement vehicle was also of a high standard.
22 November 2024
Efficient and professional service
21 November 2024
Work completed timely and very friendly customer service by Awais!
21 November 2024
Communication was poor, the speed of getting the car serviced over the previous issues was not great and overall, I'm disappointed. The individuals I spoke to were empathetic and have offered address, but it doesn't change the impression I have.
21 November 2024
I asked for cigarette lighter to be fixed. Vehicle returned but not fixed. Called twice to find out why. I don't know why I was not told that needed to be replaced while there so could have authorised work.
21 November 2024
Because they answered all my queries. No problems at all. Explained everything.
20 November 2024
Nice coffee. Good facilities to be able to work from the garage for the day. Service I assume was to a good standard. The post service video was a bit quick and a blur. Car was washed but has minor scratches from mopping machine.
20 November 2024
Booking a time was easy for my service and the service was performed while I wait, on time and with a pleasant environment at Group1 Reading.
20 November 2024
The staff I met at reception were all friendly and helpful. The whole process went very easily.
19 November 2024
Lovely place and great staff. Very professional and attentive.
19 November 2024
Right first time - there were no cancellations and my car was delivered on the day it was promised
19 November 2024
Very friendly, efficient and informative. Very happy with the customer service overall.
19 November 2024
I dropped off my car at 10am for 2year inspection and brake fluid change, which I'm guessing is no more than a 2/3hr task. Received a call at 5pm to say the work had not been completed and could I collect it the next day. This was very frustrating
19 November 2024
Unfortunately we were unable to have a valet included in our service due to time constraints. The lady dealing with our service was extremely helpful and said we can pop back in for the valet but we just don't live nearby.
18 November 2024
Appointment made several weeks in advance. Complete shambles. No notification car wasn't going to be ready the same day causing great inconvenience. Told car was ready when it wasn't. No call back received when promised re. broken fitting.
18 November 2024
Zero proactive communication, impossible to reach service dept, huge delays to have vehicle seen and no real solution once vehicle seen. Such a poor overall experience.
18 November 2024
easy and efficient
18 November 2024
Disappointed with the service. I'm not sure if they carried out the works at all.
18 November 2024
Always a welcoming experience.
18 November 2024
Consistently poor quality service, don't do what they say they'll do when they do it.
18 November 2024
Please review the long email written which explains the experience
18 November 2024
Easy to book, and fuss free service exper
18 November 2024
Again it was very impersonal. The invoice was incorrect which meant I had to go and sort that out which took time I didn't really have
18 November 2024
All ways very helpful . Showroom is a lovely very clean place to wait and have a coffee or tea.
17 November 2024
Booked the appointment & requested a courtesy vehicle, which was not available on arrival at 10.00am as per confirmed arrangements during phone call to book the service. Advised on arrival that all courtesy cars had been allocated.
17 November 2024
Poor booking services, promised courtesy car only to not have one when I dropped car off. Also need wing mirror looked at and was told to fix it myself because they were
16 November 2024
Fuss free service, good customer service, treated me with respect.
16 November 2024
As above
14 November 2024
Work not completed on time and car had to be left behind for weekend.
14 November 2024
Great service.
14 November 2024
I left my car for recall and it had no problems, the next day it started to present problems and I don't know the progress of the service and I've basically been without a car for 2 weeks.
14 November 2024
Great experience with Millie, who was very helpful
14 November 2024
Good service
12 November 2024
As above, I was told I'd be sent a report of the findings to take to the dealer I purchased car from but after 2 weeks of chasing still got nothing, the visit cost me almost £600 and no progress was made.
12 November 2024
Car went in in time and work was completed when they said it would be.
12 November 2024
Car was collected, work completed and car returned. This minimised the disruption to my day.
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.