Group 1 Brighton BMW Reviews Summary

Customer Service

Pros:

• "Josh and Gareth where fantastic in the way they helped resolved everything for me."
• "Exceptional customer care from my allocated Servicer Advisor Sarah Dew."
• "The team is honest, reliable and will be back again to purchase another BMW in the near future!"
• "It was sorted quickly and efficiently."
• "Ian James who I dealt with demonstrated outstanding professionalism and expertise from the initial application process through to the final handover of the vehicle."
• "Nothing was too much trouble and she kept me fully updated on the state of my repair."
• "Very knowledgable, understanding and caring. Outstanding customer care!"

Cons:

• "Mediocre and significantly substandard! I had a booked appointment but the car stayed in the parking bay for an entire day before a routine inspection could be completed."
• "They charged me for another tyre which didn't have an issue."
• "With previous services at other BMW dealerships I've received excellent communication throughout - over text, video of vehicle etc. - really great service. Chandlers took 2 weeks to change a tire, had to phone them 4 times, never got back to me."
• "I dropped my car in for a service and MOT and was told it would be ready in 4 hours - and it took 3 days."
• "Terrible service at chandlers Brighton!! Very disappointed"
• "They messed up the accounting for my service plan."
• "We also overheard a very rude comment from a member of the sales team towards a customer."

Communication

Pros:

• "They kept me up to date with the progress."
• "It was a pleasure discussing things with them and they were a great front of house first contact for me as a customer."
• "I was sent a text with a link to a video of the technician explaining and showing any faults on the car."
• "Excellent and transparent communication too."
• "Communication was great, I advised the member of staff that I would be collecting the car for my husband."
• "I was called to let me know the work was completed and ready for collection."
• "Phoned Chandlers to book a service really extremely nice friendly people."

Cons:

• "Their calling line number is no good either, you will be just jumping from one option to another & you will be going in circle's."
• "I was promised phone calls four times but none materialised."
• "Went over to the waiting area and could see that it was now self service for coffees etc. I was trying to work out how to use it ... various members of staff passing me with no offer to help."
• "I chased with multiple phone calls to see what was happening as I hadn’t heard anything for days."
• "After being told several times by Wesley that a refund is being processed for unnecessary work carried out on my X6, still nothing and emails are now just being ignored."
• "There is no response for emails, my finance cooling off period expired, who would care now about customers; also none of the managers called me back, even when I requested this a few times."
• "No point waiting for the 'manager' to call back as he never does... Impossible to get hold of as he's always in a 'meeting'."

Quality of Service

Pros:

• "Altogether an easy and painless process- thank you Chandlers!"
• "Extremely satisfied and would recommend to anyone especially female friends as staff DON’T look down there nose at you."
• "A very pleasant and easy purchasing experience of a pre-used GS1250 at this main dealer."
• "5* service from the moment I walked through the door to the moment I drove away in my new car."
• "Service was super from start to finish and the whole process was handled brilliantly."
• "Final bodywork was 1st class."
• "Car was repaired cleaned inside and out and handed back to me within a couple of days fantastic service from a professional service team."

Cons:

• "If you value your car, avoid this place at all cost."
• "Feeling like just been daylight robbed."
• "Sold me a car that I was assured had a full BMW service history to only find out 3 years later when I am trying to sell, that it does not."
• "The car was returned with an engine fault."
• "I have never been so out of pocket and appalled by the service given."
• "They sold me an approved used car with a broken suspension."
• "Clearly owning a premium product doesn’t give you access to a premium service."