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Great service and pleasant people to deal with. Car came back nice and clean as well!
BMW Aberdeen made the process simple & efficient & kept me updated.
Customer service is first class.
Service was adequate
I did not receive any information on what you had undertaken, and the outcome. There is also a post service issue. Also you did not respond to requests for information.
Waited while job was done - took a wee bit longer than I expected but the showroom is a very comfortable place to wait.
Confusing booking system which (again) led to confusion about what car was being booked in for, different prices given from two different people, also forgot to provide oil top up. Overall, I'm not sure I have confidence in my local dealership
Issues with alloys after waiting long time for them to be fixed and recieved no reply when I emailed regarding them.
Car has now been in at John Clark for over two weeks now for warranty work. I had requested regular updates, but have not had one phone call back when I left my details. Still no idea when I'm getting my car back and what the status of the issue is.
I was told the work would take one to one & a half hours, & i had arranged to wait for the car, I don't know what was happening, my car was booked in for 1000 am and I had arrived at 0945am but at 1058 i was sent a text to say my car was in the works
service advisor was ok never went out of their way to do anything other than taking and giving me back the car key, service / waiting area was disappointing on previous visits there was daily news papers but nothing on this visit
I was left waiting then told I would need to wait for the next appointment. However after some discussion we agree my work would go ahead albeit slightly delayed.
5 stars for the service and Raymond service Manager ,all the time
Somewhere between 3 & 4 stars. Normally I am very happy with servicing but on this occasion the service on the car was not started until later and the car wash was not done. I declined the offer to wait longer for this. Not a problem but just 3.5 *
As above. Faults are always rectified after a day or two and loan cars are supplied when required, albeit that it might take up to a month for one to become available. This time I was loaned an X3 that I was very pleased with and may have considere
Understood my issue and tried to resolve.
The service team were initially very heIpful, however they failed to follow up with me to advise on the repairs & availability of a courtesy car. After a week I had to call & escalate the issue. Poor recognition of my loyalty as a customer & issues.
job done on time without any problems
My car only went in for a brake fluid change and an MOT. I dropped the car off at 07:45 and received a text at 16:30 to say the car would not be ready with no explanation. I live 35 miles away and I was supposed to be in Inverness the next day.
Car wasn't washed as promised
Fast and efficient service on all levels.
Staff were helpful but the disappointment is for the reason above.
As above. Car was kept for a month due to recall and knock on problem, but not one staff member noticed service overdue light was on every time car was moved, this service was original reason for visit
My request to cost up a damaged seat lock cover was overlooked on collection of the car. Following a discussion with the service person I clarified the request a couple of times and eventually received the required information to order the part.
Done within estimated time and had a loan car
Quick and effective
Efficient, good communications, friendly.
From the very first communication regarding the service until it was completed, the communication had been excellent. At John Clark the staff were so helpful and kept me informed st all times
The service was excellent, however the non availability of a curtesy car made thing a bit awkward.
Had to challenge service cost. Work conducted in timely fashion. Ongoing issue with alloy wheel corrosion/tarnishing.
The problem was diagnosed fairly rapidly and properly sorted out the reason I have not given full marks is the dealer staff were clearlyunder a lot of pressure from this EGR issue which meant on the 2nd visit I had a long wait not really their fault
The team dealt quickly with my enquiry and were focused on meeting my needs
M-labels on wheels were loose. Otherwise refurbish was excellent on both wheels John Clark have supplied new labels to replace originals which had lost adhesive
The MOT was quickly carried out but the complementary wash took far to long when sitting waiting for the car. I had to wait over 45 mins for the car to be cleaned. The MOT only took 60 mins.
Friendly welcome car serviced and complementary washed nice touch!
Transport provided into town and back. Coffee available if required Car was ready on time
There were no issues at all with the car
The service was easy to book, staff were polite and happy to answer any questions I had, I was also kept informed all the way through the service by text and phone call. Only down side is the high cost for the actual work done
Resolution was great. Initial contact not so
Poor communication throughout. Both mine and my wife's cars were taken away Sat afternoon. We were told we would get hire cars that afternoon but none materialised. Spent a few hours Sat evening trying to sort out. Eventually we got cars Sat morning.
I was not told that my vehicle would take more than 24 hours to repair. My car was booked in on a Friday which meant I did not have my vehicle for the weekend. I had already had plans to be away that weekend and had to use an alternative vehicle.
I would have been more dissatisfied, but the staff are friendly, and my expectations are quite low
friendly helpful advisers. understood issues and concerns.
The car went in for its first oil service. When I got home with the car I was dissapointed to note the bonnet was covered in hand and fingerprints, and the engine cover was dotted with oil drops which were pretty hard to remove. A bit unprofessional.
Although my car was looked at (faulty bonnet closure) I feel that I have to slam it closed in order for it to shut properly. I'm not convinced I should have to close it that hard.
Met 90 minute target and nice waiting facilities
Simple efficient service.
Brake fluid service done smartly and car washed quickly so I could make another appointment.
Went like clockwork
The vehicle was serviced and returned within the timeframe given. I was waiting for the car, so was delighted
This was only my first service
Flexible to my needs
The service was done quickly and they gave a price before the service and stuck to it after it was done. No extra charges
As above. Appreciate the door is one of these things that happen but when I picked up my car there was no acknowledgement that I'd had to reschedule my plans in order to take the car back in as a result of the issue with the door.
They are very good.
Car went in for front brake pad change but was told it needed new discs and pads all round. Car was serviced recently - why was I not made aware??
I needed to put the car back as the rattles were still present. This was resolved after but could have been avoided if the work was done properly the first time. Sales are very good at John Clark, service has quite a few issues.
Only an oil change but waiting time was what they said it would be.
My visit this time did not have much waiting. However often the staff on the service desk manage to look like you are disturbing them
All very straight forward ,service personal very pleasant and informative
Communication with branch poor. Failure to return calls on 3 occasions. Failure to intimate car ready on time. Stated text message sent advsing car ready, no such message received. Email received but it said garage would be in touch, not car ready
Front discs not replaced under warranty. Sat nav, etc not set up properly by supplying dealer resulting in 1st year with no reliable sat nav and RTTI. For 2nd year, BMW update would not offer me 02 2018 update. Aberdeen updated sat nav at their cost.
Work carried out efficiently, fast and professionally
see above, lift too and from city centre was good
The oil service was carried out with no issues. My windscreen washers are not working after they were topped up during the service. And I asked if I could get help pairing my car to my phone through the BMW connected app. Got very little help.
No issues, car was ready as arranged. Friendly helpful staff.
The car was picked up and dropped off, and communication from John Clark was first class throughout.
The service dept at Aberdeen is disappointing. Both times i have requested a loan car for collection in the morning before work i have had to wait for 30 minutes or longer to be given the loan car!
First service, oil changed but AdBlue not topped up, resulted in warning indicator coming on 2 days after service.
Everything was dealt with really efficiently
Service was good and had no issues
The personnel in the service department are friendly and professional and a pleasure to deal with.
The staff were very helpful and friendly
From booking the service to the return of my car, it was simple and painless. Great help from the service agent in organising a convenient day for the service.
Staff were rude. Over charged £550 for service when on bmw website states around £400. No courtesy car either.
The job was done well and in good time.
Efficient service, kept fully informed through time car was in the garage.
I do feel it's expensive I was over £200 for a first service but apart from that excellent !
Upon collecting my vehicle and driving away, I noticed that your technicians had removed all the cables from my dashcam F&R, why did they do this? There is no need to remove them and they certainly should have been reconnected before handing car back
Was able to take car overnight for trial
Shouldn't have been necessary to book the car in twice
£280 for an oil change is too much. I was offered a video of the health check that was performed only to then be told they didn't have it, then they said they'd print out the checklist only to be told they didn't have that either...
BMW undoubtedly provide a high level of service and car issues were resolved satisfactorily but scheduling and customer information on progress to expected schedule leaves a lot to be desired.
Some staff were rude but the General Manager and Lorraine were very professional. Got things sorted with Zero fuss
Car was booked in for service and electrical EV update works which on the day was changed and I had to rebook a second visit.
As per above I feel like this should have been a warranty issue, and this feels like complete profiteering.
Kept up to date with how the service was progressing.
The deal on the car went smoothly and everything was delivered as agreed. The additional support from the financial person in helping to get the gap insurance etc. back on the previous BMW was appreciated.
everything required completed
Everything done efficiently
Courtesy car was good, staff mostly polite and helpful.
As answer above
They do not prioritise the work correctly. My last breakdown, which I have had three, was high battery discharge when stationary, which meant the battery was flat every morning. They could not take the car for 5 working days. The car is a liability.
Lack of communication regarding status of my vehicle,in for repeat repair and car damaged both times. Not furfulling what promised and attitude of service team leaves a lot to be desired
Was booked in at 10:15 for a waiting appointment. Car was not taken to workshop until 11:15. A replacement for the defective rear light cluster was not fitted, due to the supplied part being incorrect. This will result in a further visit.
As above. Fantastic customer service and the fault appears to be rectified.
They couldn't have been more helpful
The oil change was very expensive. In fact £100 more expensive than my last oil change with them for an Audi. They did not correct the headlight angle issue which is blinding other drivers, instead I was told to flash them back. Poor advice on seat
As above. Took too long and car not ready on day of booked service. Car on pick up (2 days later) had a warning come up straight away on driving out and car had to be returned to the maintence bay! As above for description of issue.
Helpful and friendly service. Efficient repair
Dropped car off for service. Picked car up and paintwork was damaged. Accidents happen. I accept this, but at no point did anyone tell me. They almost hoped this would go unnoticed. BMW agreed to repair, but the length of time to resolve is poor
All personnel were very courteous and professional making the experience very easy.
Service was done according to requirements.
Communication was superb! From the front desk staff to the service manager, everything was very well organised.
The actual garage experience was good and the rattle from behind the dashboard was traced to a loose fixing clip on a tension strap however the two text messages which were both the same
Easy to deal with
Awful communication both over the phone and in the actual garage - our 3 month old car ended up being in garage for 5 days and we had to call garage each day to find out what was going on.
Very good appointment system for services.
All was spot on
Only slight issues was took quite a while to get bill sorted as prices were wrong vs what was quoted. And car hadn't been cleaned which is disappointing as its about only time its clean inside. But thanks to them as took car up on wrong date.
The offer of a lift to and from town was appreciated, even tough I didn't make use of it,
The "max" airflow button no longer works and the air recycle button always defaults to off every time the car is turned off which it never did before; this is very irritating when driving fumes from vehicles enter the car.
Job done, no hassle, could have called me sooner when the car was ready.
Had the car in to get exhaust got it back and it was worse than before how ever called office and it coming back in next week to be checked again and hopefully fixed
Still to evaluate effectiveness of rear door problem on my new 2018 540 tourer.
Good service and communication
As question 1
All my issues were rectified in one visit.
Returned my car with the side rear and rear windows iced up could not see out of them safely. Had to use a store card edge to scrape off the ice.
again due to the above issue. also locking wheel nuts were damaged during service. independent garage suspect a pneumatic wrench was used to remove/replace. these should only ever be done by hand.
fixed the problem
They kept me informed
I was not informed that I only had one air filter replaced because the other was not in stock at the time and I had to go back some days later to put the new one in.
Excellent service and they dealt very professionally with the unexpected oil filter issue. Instantly provided a courtesy car. Friendly and profesional service throughout the process from Julia.
Easy to book and good customer service
There was some debate regarding the repair work for my car that was chargeable or not.
My car still had protective tape on the inside of the doors which hadn't been removed
John Clark in Aberdeen- great customer service and they really know BMW
Lynn McBride did a great job finding us the right car, she was very helpful and patient. Excellent customer service from her
I dealt with Nick Garvie at John Clark Aberdeen, he was very knowledgeable and made the process very easy. The car was delivered exactly how I wanted.
the staff were all friendly
It was so easy, Doug found us the perfect car, Andy the right insurance package, no pressure sales or constant call backs felt like I was with good mates or family, it was a pleasure all round.
Always excellent service
Helpful and friendly staff. (Both Chris Davidson and Peter Hope were excellent).
Cannot fault John Clark Dealership in Aberdeen on any level. Very professional and helpful.
Nick Garvie and the rest of the team at John Clark were very attentive and easy to deal with.
In addition to the answers above, delivery was on the date promised and the car was well-prepared
There was a slight issue with the number plate but when we brought this to the attention of the centre it was dealt with quickly
Good service and very good briefing. Didn't presume we had all day so did not leave us sitting waiting like some others dealers. Always treated well and well briefed.
BMW Aberdeen West Tullos are an absolute pleasure to do business with. They are friendly, and their professionalism cannot be faulted. No pressure, no aloofness, and we are always made to feel completely at home. We thoroughly enjoy our visits.
Inadequate communication from some memebers of the team. Unable to pay with card for more than £500, made to complete a banks transfer, this is not a secure or acceptable means of transferring money and will make me question using this dealer again.
Shipped the car to the dealship quite quickly, and Doug was more than happy to show me all the features I might not have been aware of if I hadn't had a BMW before. Also offered to link up my Bluetooth before I left, which was a nice touch.
Happy with service
Have come to expect first class service and have not been let down.
Very friendly and professional service from sales executive, Lynn Mcbride. She worked really hard at finding the model I was after and put together a good deal
No issues or concerns from start to fiish.
We have marked this down slightly as we had mentioned when going through the purchase process our friends whom recently purchased a Mercedes were given 'freeby's' & were promised something however we only received a bottle of Prosecco. Little let-dow
Great experience with the main team I dealt with specially Chris Duncan. He kept me up to date all the way through and accommodated a couple of spec changes.
Got the car I was after and the bmw team went over and above to get the perfect car
Sales executive, Leonie was exceptional. Professional throughout. Understood my requirements and conducted a thorough handover. The real difference was allowing me to have a full test drive at my leisure.
Sales person was very professional, process was straightforward. I had actually booked a particular vehicle and completed the initial paperwork, then overnight I wondered about an alternative (higher spec) vehicle. I called and all sorted that day.
Really enjoyed the experience and the effort the dealer went too to secure the right car
Great service, patient and explained things well
Overall the experience was great..
Relatively straightforward process
Very well looked after by sales staff (Nick Garvie) prior to purchase, during the purchase process and on vehicle delivery.
Sales person great. This is the only reason its not 0.
All the staff were good and the salesman I dealt with was excellent.
Whole process was enjoyable from start to finish.
From the moment we walked in we were treated like friends.
The John Clark Motor Group team were excellent. We had numerous discussions by email leading up to my visit to the showroom and the experience in the showroom was very good.