Group 1 Kentish Town BMW Servicing Reviews Summary

Customer Service

Pros:

• "James Presta was really kind and his customer service was great."
• "Their receptionists are lovely, thoroughly welcoming and professional."
• "Service by the Staff very good throughout and at the end I got a health check video showing the underside of the car with commentary that all OK."
• "Lady with the dark hair at the main reception desk is super sweet and helpful, made me feel like home."
• "Thank you to Mario Danev for his call with updates and explaining the work process, excellent customer service."
• "The staff particularly at the reception are friendly and helpful and the customer service is amazing."
• "BMW staff were very friendly and provided an excellent service all-round!"

Cons:

• "I found on arrival that the white female receptionist was quite rudely abrupt."
• "Met by Surly staff telling you what they can’t do, rather how?"
• "Staff basically just turned rude and defensive when confronted about the issue."
• "Honestly the most hassle, and the most inconsiderate garage we’ve been to."
• "Shocking place- when I had an issues the staff became suddenly quite rude and unprofessional."
• "The only issue was the lady on the phone that wouldn’t let me speak to the technician directly."
• "However as I was driving home after my car had a full annual service & MOT, I was disappointed to find my emission control warning light on."

Efficiency and Communication

Pros:

• "Great service from Barons - booked our car in for recall work which was completed within a day."
• "The booking on line, communication and self check in was really easy."
• "Had a recall on my car, the whole process was very smooth and well communicated, with a very quick turnaround."
• "You drop your car and you get updated on what’s going on and what will happen and when expected to be ready."
• "Also not to forget Mohammed Rahman video of the car going through inspection which was very helpful."
• "Very efficient with booking and I appreciated the Check-in the night before."
• "Prompt call mid afternoon that car was ready and again very friendly and easy pick up."

Cons:

• "Eventually was told it would be ready gone 5pm after being given different times throughout the day, no apologies given for this whatsoever at any point."
• "Had to wait till next day for front brake pads... I had to phone next day to see if ready."
• "Nice staff, very poor service though, you have to wait an age to drop off your keys."
• "Told over phone service will take 2 hours... Told I'm at back of queue and that service will take 6-7 hours."
• "Nobody rang me during the course of the day."
• "Later they called me saying the service could only be done by the next day."
• "No communication throughout the day. After calling them twice and finally getting an update I was left with 15 minutes to collect the car before closing."

Quality and Honesty

Pros:

• "Very honest and only recommended work required."
• "All in all I think honesty and accountability go a long way for customer satisfaction so we will be returning."
• "He saved me around £500!"
• "staff are very kind and competent and the service I received exceeded my expectations."
• "after the mechanic suggested brake pads might need replacing, the salesperson advised it wasn’t yet necessary and I should leave till next time."
• "He saved me money."
• "I was kept up to date with the steps they had taken, throughout, and am certain I was UNDER-charged for all the work and time spent keeping me on the road."

Cons:

• "The worse experience from a service possible."
• "They have a terrible habit of not checking work notes until the very last minute."
• "Told it costs £99 for them to investigate an issue... Paid £198 for nothing. Very disappointed."
• "And the charges at Barons are inexcusable. £700 for a routine service is simply wrong."
• "Over charging nearly £700 for a battery replacement and inspection on a 2007 model."
• "This is the last I will use their service. Absolutely arrogant!"
• "Kentish Town Bmw are thieves! All they do is plug their diagnostic machine which takes no more than 5 minutes and rob customers for 1 hours worth of diagnostic."

Facilities and Comfort

Pros:

• "All staff followed the covid procedures and respected the rules."
• "Service efficient and good especially with comprehensive safety arrangements."
• "The service team are helpful and polite, even when busy they take the time to comprehensively answer any questions."
• "Amazing customer service from all the personnel, providing me with the perfect place to work (an office and even a laptop charger) while my car was being serviced."
• "The staff is pleasant, coffee and biscuits and water (pre-covid) abound and offices comfortable."
• "Very friendly reception, quick, professional, in and out in less than 10 minutes to drop of my car for MOT and a bit of service."
• "Let me keep this short. I heard a very loud screeching noise from my front offside wheel and the AA were unable to fix it. They took the car it to group one who got it sorted out for me within an hour... didn’t charge me a penny."

Cons:

• "Found the car absolutely filthy on the pickup - both on the outside AND inside."
• "They messed up my appointment after first inspecting then booking me in without the necessary parts."
• "Stay away from this branch!! They charge for diagnostic but do not check the car properly."
• "The last time we were misinformed they kept the car for almost a month, and refused to return it to us so we could have another garage look at it instead."
• "I dont understand why the person in the suit was prioritised before me even when I was there first, it seems dodgy."
• "They hadn’t bothered to correctly fill the air in the new tyre (it was at least a full bar under) and they hadn’t bothered to replace the cap on the tyre."
• "Forget to mention that they do not wash or vacuum your car during the service booking at all which is misleading in bmw website."