Fantastic service and professional at all times

I’ve been bringing my cars here for a number of years for servicing and without fail each time something frustrating happens at some stage. This particular occasion has prompted me to leave a review because they seem to have this very annoying customer satisfaction journey that can only exist to tick a box rather than actually try to evaluate the customer’s experience, or see to any issues. I booked the car in for an MOT/Service over the phone, on the call I mentioned that I’d only recently bought the car and some of the service history was on paper and hadn’t been added to the idrive - so wondered if it was possible that the technician could add them to the idrive while doing the current service - as seems to be possible with some cars / dealers, the person on the phone said that someone would call the day before the booking so to mention it to them. Nobody called, but I did receive a text asking me to confirm the booking via a link. This is frustration point 1 - I get that they do it as they probably have people not turning up, but it’s a pain if you’re busy and you’re providing some of the same information you gave over the phone when making the booking - but I filled it all out and added a note about the services. When I arrived to drop my car off I mentioned again about the services to the person on reception and the question seemed to bounce around the team out loud at the front from one person to the next, ‘no can’t do that’, ‘no can’t do that’, as if I’d asked the most ridiculous question. I was then sat down with someone to leave my key etc who’d half caught wind of the question about the service history, but by this time I had the answer as everyone in the whole reception had answered it, but almost as though I wasn’t present. I was then asked again a number of the same things I’d answered on the initial booking call and on the booking confirmation with the person I was doing the key handover to. I Picked the car up later that day and I’d been made aware of an advisory on one of the tyres in the health check video, the technician had drawn a big yellow square round it on the tyre. Given that the car was then subject to a complementary ‘wash’ the square was still on the tyre when I collected it and 4 weeks on the square is still drawn onto my tyre for everyone to see, photo attached. I can’t understand why they needed to highlight it to such an extent, but if they did why not wipe it off after the video? After all it’s an advisory, not a mot failure or an urgent replace or repair - so why would I want to drive about with that on my tyre. The next day someone from bmw called to ask about my experience, so thought I’d take the opportunity to provide feedback on everything mentioned above - the caller was apologetic and said he’d pass it onto the dealership. The following day someone called Liv rang and left a voicemail to discuss my experience - I rang back but Liv wasn’t available so left a message with reception with my number. A day or so later I received another text with a link to a survey on my service experience, so having not heard back from Liv I completed it, hit the complete or send button and the button link was dead and didn’t work - so I’d wasted another 20 minutes filling it all out. A month on I’ve still not had a call back from Liv and what started out as a mildly frustrating experience ended up being a really frustrating experience and extended waste of my time - compounded one step after another by this customer satisfaction journey bombardment that just seems very insincere and more like box ticking exercise. Sadly if I want to have a bmw stamp for the service I have no other choice locally, but it’s never a visit I look forward to because without fail every time something occurs that makes me wish I did have another choice.

Having purchased a new BMW from the dealer a few years ago, and taken it there for all its servicing, its so disappointing that they are not interested in aftercare if your not spending lots of money. Have emailed for the price and availability, no response for days. Then tried to call and just get pushed by several people to telephones that don't answer. Such a shame that the communication is so disappointing. I suspect if I called to buy a new car they would respond.

I live locally to this dealership and have owned 7 brand new BMWs over the last 17 years. Only two of them have been from this dealership, but its not been for the lack of trying on my part. They very rarely return my calls and trying to get a test drive is near on impossible. Just about to order a brand new M3 and have called 3 times now to get a test drive and no one has called me back, despite promises on the phone saying they will. I just don't understand why they don't want my business 😂 The really funny thing is that the first time I ordered a car off them, on a business lease for my company, they got the colour wrong and on pick up day I didn't even cause a fuss, I just took the black 3 series instead of the white one I ordered, I could of been a right dick but restrained from. No idea why I keep giving them chances!

I live locally to this dealership and have owned 7 brand new BMWs over the last 17 years. Only two of them have been from this dealership, but its not been for the lack of trying on my part.They very rarely return my calls and trying to get a test drive is near on impossible. Just about to order a brand new M3 and have called 3 times now to get a test drive and no one has called me back, despite promises on the phone saying they will. I just don't understand why they don't want my business 😂The really funny thing is that the first time I ordered a car off them, on a business lease for my company, they got the colour wrong and on pick up day I didn't even cause a fuss, I just took the black 3 series instead of the white one I ordered, I could of been a right **** but restrained from. No idea why I keep giving them chances!

No staff available to help.

Met with Tabbitha, reviewed the X1, unfortunately they didn’t have a demo car to the same spec that I was interested in so it was difficult to access, in the one we went out in my wife could not get the seat to adjust to the right position, electrically operated positioning would have helped.The seats were not good in terms of lumbar support, had the seating worked better then it might have been possible to sort the financial side out, in the end we opted for the Volvo XC40 Ultra, it didn’t have gud but most of the other required features were on the car, my thanks to Tabbitha for her help, perhaps next time

Recently purchased a charging cable from the parts department had initial issues but Connor resolved it quickly and efficiently His customer support was great so thank you for your help

Shane and the team at Group 1 BMW Chelmsford are first class. Recommended.

Recently purchased a used car from this dealership and I could not be happier with the service received from them and the quality of the used car. We dealt with Oscar in used car sales who was super responsive, kept in constant contact and ensured the dealership experience, test drive and car was prepped to my standards. He worked tirelessly throughout the transaction to make sure we were happy - Thanks Oscar, one of the few people in the network who jump on used car enquiries. I would also like to call out Simon King in the dealership. He is approachable, customer centric and worked hard to make a deal that worked for us. A few months after purchase, I had a minor issue with the car and Simon returned my call almost immediately and dealt with my local dealer to get the minor issue resolved to my convenience. Overall, a great buying experience and the solid work between Oscar and Simon is appreciated and I would recommend this dealership without issue.