Stephen James BMW Reviews 152

I was recently shopping around for a new car and spoke to several main dealers about cars they were selling which I had on my shortlist. From the first contact I had with Hedin Automotive I knew they were people I could do business with. Very helpful friendly staff. Absolutely no sales pressure from them, they were totally transparent and upfront about everything and explained the whole process. It was night and day difference dealing with Hedin, compared to several other BMW dealers I spoke to. As I said previously, no pressure sales tactics being shoved down my throat, they just answered all my questions and more, this is why I was not only pleased that I found a car I wanted through them but I was pleased I was getting it from them. I travelled from the south west of England to deal with them when there were several other dealers a lot more local to me and I'm glad I did. I will likely get my next car from them too. I dealt with San. A very positive experience from start to finish

Had a callout and booked a fast lane spot. When I arrived, I was told it would be a quick airbag replacement, but I ended up waiting for over 2 hours. When I got the keys back and started the car, the airbag warning light came on.

I immediately went back and explained that the car had no warnings before and now the airbag light is on after their work. I suggested it probably just needed a reset, since the airbag replacement was the reason for the callout.

The staff, however, were rude and claimed the warning might have already been on and accused me of lying. They said I would need to pay extra if I wanted it fixed.

This feels like a complete scam. I brought my car in good condition for a callout and they left me with a warning! I really wish I had read the reviews before booking — they are dishonest and unprofessional.

I had a problem with my transmission. Stephen James assessed the problem via remote software (i.e. without even physically inspecting the car). They gave me an initial diagnosis that, however, would require further investigation, and an indicative cost for the fix. The "further investigation" would cost £950 upfront and, on top of that, the indicative cost for the fix was an additional £3,000+. So, around £4,000 total to proceed with Stephen James. Instead, I took the car to an authorized BMW repair shop that charged me £500. Need I say more.

Went in because I had a recall to change airbags. Lovely place, they offered me a coffee and said they will also wash and clean the car inside and out.

After about 30 mins of my car with them I get a call saying there is a serious fault with my car and if I authorise around 200 GBP payment for investigating the fuel leak which is very dangerous and car shouldn’t be on the road etc. They explained it’s a big job to check as seat needs to be lifted. I hesitantly agreed as I got scared from all the explanations and it seemed urgent.

On top of 200 GBP, they quoted around 1550 for repairs to leaking fuel, leak on one of the suspensions (they said I should replace 2 in this case) and leak to gearbox.

I called my local garage. Explained the situation and they told me not to pay any more money and take my car to them. They said they never charge for the investigation and it’s a 2 min job - and it was!! I went to my local garage, they lifted the car, looked at where the leak is. Then lowered the car, with one hand lifted the seat covers and other hand undid 4 bolts and found the leak in question. All in all, it took them 2 minutes at most. I was so angry to realise how I have been taken for a fool at BMD Woolwich Headin! Almost 200 GBP paid for something that takes around 2 mins to check and a local garage would never charge for.

On top of that guys at the local garage said that the repairs with them will cost below 1K, around 600-700 tops. They will fix the leaking fuel tank for a couple of hundreds (instead of BMW Woolwich quoted around 700) as they were able to source good second hand replacement tank and pump. New one would have cost around 400.

I would say, avoid doing any paid checks in this garage and take your car to your honest local guy to fix.

P.S. I will still have to bring the car to the local valet after their cleaning anyway, as there is sand all over my seats and floor mats which wasn’t hoovered as promised and my pups paw prints all over the inside window and panels. Outside is looking good though, just a few spots of birds poop left, but that will do until the next wash. If their craftsmanship in fixing the car is as “outstanding” as cleaning it, then you have an idea of what’s to expect.. But hey, at least they didn’t make me pay for this wash and hoover. (Or have they by slapping almost 200 pounds bill for a check that took local garage all of 2 mins and was free of charge…)

⭐ 1 Star – Misleading insurance and terrible customer service
I bought wheel insurance when purchasing my car, sold on the promise of peace of mind. What I actually got was two months of delays, excuses, and complete indifference once they already had my money and signature.
I waited nearly two months just to get my car booked in. After all that time, I was finally given an appointment for Monday 26th January with a courtesy car confirmed. Then I received a call saying they can’t honour the booking because the previous customer hasn’t returned the courtesy car.
That is not my problem, yet I’m the one punished for it.
I explained that I’ve already been trying to resolve this for months and that I’m away the following week, making this extremely inconvenient. The response I got was essentially “we can’t do anything about it”—no apology, no effort to help, and no care whatsoever.
The attitude was cold and dismissive. Once they’ve sold you the insurance, you’re clearly no longer a priority.
I purchased this insurance through Stephen James BMW, and if you’re considering buying a car from them or Hedin Automotive, my advice is simple: do not buy any extras. They are very happy to take your money, but when you actually need to use what you paid for, you’re treated poorly and left chasing.
Extremely disappointing service from a brand that claims to be premium.

Very disappointing experience.

I took my BMW to Stephen James BMW Enfield for a suspension diagnostic. I was told that even if they change the suspension airbags/pillows, they cannot guarantee the car will not go down again. This is very concerning — they are supposed to be BMW specialists and should know exactly where the problem is before recommending expensive repairs.

For a separate issue with the tailgate, I was first told the right tailgate strut needed replacing. Then I was told the left tailgate strut also needed replacing. After asking for a proper inspection, I was then told the issue was actually the left tailgate drive. Three different diagnoses for the same problem, which shows the car was clearly not properly diagnosed from the beginning.

On top of this, I was quoted £1,374.39 for the repair.

To make things worse, my car was scratched at the back while in their care.

Overall, very poor diagnosis, poor communication, and lack of care for customers’ cars. I expected much better from an official BMW dealership.

Excellent service from the whole team at BMW Enfield, now Henin BMW. Receptionist, parts department and technician all very courteous and helpful. Replaced rear wiper assembly on Touring 3 series after it was damaged in a car wash! Very pleased with the support and kindness from this dealership at what must be an extremely busy time. Very prompt and professional. Thank you.

Do not use the BMW dealerships in Ruxley or Woolwich, now named Hedins same company as Steven James. Took it to Woolwich in January, they fixed an oil filler cap, cost £16 for the cap and an extra £150 for some kind of test for it afterwards. I won't go into the nightmare time I had at this dealership, suffice to say it wasn't pleasant. In October 2025 went to BMW Ruxley (same group, Hedins). Went for a diagnostic due to an engine management light coming on. I also needed the dust covers on the steering ball joints replaced. Was told after a number of hours, it needed a new clutch, the filler cap that was repaired at Woolwich 9 months earlier was faulty. When I asked if they could deal with the oil filler cap, they told me to contact the Woolwich branch, which I did. A Manager there told me that they could repair/ replace it as this was guaranteed work and any BMW Dealership could do this. Anyway the long and the short was I retrieved my car, no filler cap dealt with, didn't even bother sorting the dust covers for the steering ball joints. I didn't get the clutch done there as the car was worth less than what they were asking. Took it to Mr Clutch, who put a new clutch and flywheel in my vehicle in half a day and charged me a third of what BMW wanted. The Customer service at both branches is appalling. When I lived in Kent Barratts BMW were excellent. I bought my BMW from Barratts and always got good customer service. Since being back in London both the above branches of Hedins have been awful. Should speak with Barratts, they might learn how to treat customers. Anyway I won't be using any Hedins dealerships for anything and as I don't trust them to repair the filler cap, if they ever did originally I'll take it to a local mechanic to sort, who won't charge me an arm and a leg. By the way a diagnostic test is £198, money not well spent. I would recommend you avoid Hedins dealerships.

On 14/10/25 My vehicle had gone in for a diagnostic. I was then sent the video report and costs attached to their findings.

When questioned about products they were trying to sell me, they could not provide details and blamed ‘GDPR’.

When I asked for evidence of the diagnostic findings, I was told there was a document of 200 pages. I was sent three pages, and the initial document stated “no problem detected with the battery.” WHY have they been trying to sell me a battery for £449.64? The report sent to me also showed hidden faults that were not initially shared regarding the Starter Motor Generator.

They were adamant I required a software update that COULD address why my vehicle was switching off while driving and slowing down.

Service Manager: Imran Hassan stated “BMW Hedin could not meet my expectations and best outcome would be to collect your vehicle” as a result of a paying customer requesting evidence and information regarding products they were trying to tell to me. At this point no work had been conducted

Due to a lack of knowledge, they had delayed work on the vehicle. Six days later, they had agreed to install the upgrade free of charge.

They informed me that the I-Level upgrade addressed the faults with the Starter Motor Generator.

On 22/10/25 I was instructed to come in to collect the vehicle, which was in total eight days later.

Ten to fifteen minutes (two miles) away from the centre, the car continued with the same problems that the car was initially taken in for.

After hours of trying to get hold of the dealership, they then suggested that I address an issue that they have valued at £3088.49 that has no correlation to the problems my vehicle is experiencing. They point-blank refuse to address why my vehicle is cutting out (ten times in a three-mile trip), although the master technician has confirmed that he has worked in vehicles with the same problem.

The team is extremely difficult to reach (or avoiding), lacks knowledge, and is driven by financial gains.

I would recommend BMW & Mini owners to avoid this centre at all costs to avoid being scammed and financially take advantage of by the team at Hedin

Hi. I’ve been with BMW for for nearly 10 years now got 3 cars of them absolutely love BMW, BUT for the people working inside is another stroy such bad people to work along side bmw customers service is out the window. All the lies they wanna tell you just to brush you under the carpet from reception to
The workers actually carry out the work THERE not good at there jobs because I’ve been in for work multiple time and come out with more or worser problems I’m not happy as a customer and things need to be right they can’t continue like this and trust me I’m not the only one that not happy with BMW ENFIELD AND WILL BE TAKING THE MATTERS FORWARD

Each visit to BMW Woolwich has been a nightmare and today is the last straw.

From every visit they fix something only to damage another thus wasting my time for a revisit.

They only care about taking your money. I dropped my car yesterday for a diagnostic on my car and to fix a broken interior part by them from my last visit which they did fix but broke another interior part close to the one fixed again. The means I have another unnecessary trip down there.

Also, I don't see them to be honest as I have encountered different dishonesty situations from them.

1. I took my car in for servicing after just fitting two rear brand new tires few days and they still suggested changing those tires as they were worn. I had to speak to the manager which he apologised saying it might have been an honest mistake.

2. From my visit yesterday, I was again advised to change my rear tires which were worn already and I was quoted £350 each. I asked the rep over the phone that are they the Michelin Pilot Sports 4s and he confirmed yes, stating it will be replaced with the same. I checked the price online from blackcircles and it was £324 each without fittings, so I authorised only for me to receive my car, got home and found out it was replaced with Michelin Primacy 3(a cheaper tire). I checked my recent image of my car as my experience with them have thought me to capture my car before they go in and realised I had Michelin Primacy on the rear and not Pilot sport as I do on the front wheels.

I see that as a rip off/dishonesty as the same tire from blackcircles sells for £247.79, if I was told that was the case I wouldn't have authorised as my car was not ready for the day anyways. I would have just ordered online for next day delivery saving my over £150.

I was also charged £12.50 to dispose the bad tires of without even mentioning it.

I am very disappointed and really don't see myself going back there. As a former Lexus owner the dealership experience is like Artic white and Charcoal black.

AVOID AT ALL COSTS. GO TO SYTNER! I’ve been a loyal customer here from 2022 to 2025, spending thousands on servicing and repairs, but the customer service in the service department has consistently been extremely poor. The staff are cold, unwelcoming, and dismissive. Each visit I hoped for a better experience, but time and again I was reminded of the lack of basic courtesy and professionalism.

My most recent visit, for an air conditioning issue, was the final straw. Despite booking a slot two weeks in advance, arriving at 8am after travelling an hour, and even taking annual leave from work, I was rudely turned away within 30 seconds of sitting down. I was told they wouldn’t even look at the car—despite me being prepared to pay £198 for diagnosis. The manner was unnecessarily rude and unprofessional, especially considering I came to BMW specifically for the expertise I expected from a premium brand.

In particular, Timothy Kwan, the service advisor I dealt with, was extremely rude and unwelcoming. His dismissive attitude and lack of professionalism left me shocked and confused, especially given the amount of money I have spent here over the years. Being turned away so abruptly, without cause or consideration, is unacceptable and speaks volumes about the culture of the service department.

Out of frustration, I immediately contacted Sytner Chigwell. They booked me in the very next day, diagnosed the fault correctly (a simple £8.50 part in the wiring loom), and fixed the issue for £250 total. The contrast in service was night and day—professional, welcoming, and efficient. Even their waiting area and refreshments were far superior.

After years of giving this branch the benefit of the doubt, I will no longer return. I’ll be taking my business to Sytner Chigwell from now on, where customer service actually matches the BMW name.

Response to Stephen James: just to confirm he actually did refuse to diagnose my car after I asked for him to at least take a look at it twice and I did express very clearly that no attempts had been made to fix it and there was no work done at all. I had only bought 2 blower motors to make sure that it’s not the blower motor that’s the issue. A blower motor is plug and play with one connection that goes into it. It’s the equivalent of buying a light bulb to check if your light bulb is broken or the wiring to the light bulb. Sytner actually found my insight helpful to diagnose the issue much quicker. Please do not try to gaslight me.

Stephen James BMW - Woolwich. I will not be having anything to do with this outfit again. The staff are overtly rude and talk down to you. They have lost a long standing customer.

Took my car to Stephen James Ruxley on 2nd April for a recall. I was told I could test drive an X5 during the work, this was confirmed in advance. Turned up and was told none were available.

When I collected my vehicle, there was a flat tyre caused by a screw. I was told it must have arrived like that, which was completely false. The tyre was in perfect condition when I dropped it off. Michael accepted this and offered to cover my next service if I handled the tyre replacement.

That ended up costing me £501.58, due to seized locking wheel nuts. Breakdown:
• Locking wheel nut removal: £130
• New tyre: £274.99
• Replacement locking nuts: £96.59

This all happened while the vehicle was in your care, yet I was left to foot the bill.

After finally getting the service done, I picked up the car and noticed a rattling noise near the glovebox and the engine management light coming on intermittently. I emailed Michael on 17th May. He said to pop in. I did, on 22nd May. I waited 30 minutes, he was “busy”, and I had to leave due to a hospital appointment.

I emailed again that evening, followed up on 24th May and again on 3rd June. No reply. Nothing.

To add insult to injury, I was diagnosed with cancer on 7th May, so I’ve been managing medical treatment throughout all of this. The stress and time wasted chasing up issues you caused, and being outright ignored, is unacceptable.

I expected far better from a BMW main dealer. Instead, I’ve been left out of pocket, ignored, and driving a car with unresolved issues.

Shocking service. No accountability. Avoid this dealership.

Appalling service at Stephen James Enfield. I came to collect my car from the bodyshop and was left waiting over 30 minutes with no communication whatsoever. When I asked the receptionist what was happening, she brushed me off and said, “I don’t deal with this — you should ask her.” I had no idea who “her” was. Completely unprofessional and dismissive.

The receptionist was completely useless — unhelpful, disengaged, and clearly uninterested in providing even the most basic level of customer service. She made no effort to assist or direct me to the right person. If I hadn’t chased for an update myself, I’d probably still be sitting there.

It’s genuinely not surprising this dealership has so many one star reviews — the service is shocking. To be fair, the bodyshop repairs were done to a good standard, but the front-of-house experience was so poor it completely overshadowed the work.

I’ve had far better service at other BMW franchises, and after this experience, I won’t be returning to Stephen James Enfield for servicing, repairs, or any future vehicle purchases. BMW should seriously reconsider who’s representing their brand here.

An absolute disgrace for a car dealership. Asked for a test drive for a 2 series coupe and confirmed- yet when i turned up there was no car for a drive . A senior manager came out and told me - well there is one but it is at Woolwich and I would need to wait an hour- now this was a complete lie - as another manager from the service section who knew me gave me the car to drive within 10 min . So either these people don’t know or disinterested or pathetic liars . The long and short of it is that I did buy the car but from Sytner s who are way better in the way they look after their customers . My advice as BMW customer- steer clear

The warning signs were there early on when they offered me £1,800 less than We Buy Any Car for my trade-in. Still, I decided to go ahead based on the BMW name — a decision I now regret.

After putting down a deposit, I asked for two simple issues on the car to be fixed before collection. Neither was done. That set the tone for what has become a consistently poor experience ever since.

Since taking delivery, I’ve faced a string of failures in service and communication. After raising concerns, I received an email apologising and acknowledging their mishandling — and promising a follow-up call. That call never came. I even waited an extra day. Still nothing.

So not only did they fail to deliver a basic level of service initially, they managed to fail at fixing it, too. It’s genuinely exhausting chasing after a dealership that shows so little accountability or care for its customers.

At this stage, I’m considering escalating this to the Motor Ombudsman and exploring the possibility of returning the vehicle due to an un repaired fault

If you’re considering buying from Stephen James — don’t. Go elsewhere. Save yourself the stress

I had a great experience last Monday (25th of November 2025).
Thank you for your help — I would definitely recommend you to anyone!

I’m happy to update my review to 5 stars. It originally started very low, but after the significant improvements, I have no hesitation in giving a full 5 stars now.

…..

Over the years, I’ve had multiple visits, but I’ve consistently felt unwelcome. Despite the presence of advanced CRM systems, there’s been no effective follow-up, and emails have gone unanswered.

About four years ago, I had shortlisted 2 vehicles and tried to get in touch with the sales team of Stephen James —unfortunately, I received no response. Ultimately, I purchased my BMW 520i from Arnold Clark. Ironically, it wasn’t a win for their sales team—it was more the result of being pushed away by the lack of engagement from Stephen James.

More recently, I paid for a vehicle inspection and received the report as expected. However, again, there was no follow-up, no communication, and even a follow-up email from my side was ignored.

Sadly, these repeated experiences have left me with a negative perception of the brand and its customer engagement.

Edit 1 - 10th of May,2025 : I saw remarkable improvement on my today’s sales & service related visit which is good indication .
+ perfectly washed my car before delivery
+ email communication eventually gets more important than legacy phone call
+ warm welcome
+ good experience with sales team

So moving my review one step ahead i mean into 3 stars. I will do a review after December visit of mine. I believe it will be 4 stars 👏

Edit 2 : 7th of June , 2025.
I had an interaction with the sales team regarding my next car. The experience was very positive — I received excellent support and felt genuinely welcomed. I’m updating my rating to an early 4 stars in recognition of the remarkable improvement.

I recently took my BMW to the Ruxley branch for a recall repair on the exhaust-gas recirculation (EGR) cooler, which had been booked over a month in advance. Despite the long lead time, they did not have the necessary parts in stock, I’ve received a call midday when I was ready to go and collect it for them to tell me my car had to stay an extra 24 hours—completely unexpected and inconvenient.

After the repair was supposedly completed, I noticed that the system hadn’t been updated properly, and the fault is still showing both in the car and the BMW app. This gives me little confidence that the issue was actually resolved.

To make matters worse, I was charged £640 for a full service that clearly lacked attention to detail. Basic checks, like tyre pressure, were ignored—even though there was a warning signal on the dashboard, which was still active when I picked up the car and became more obvious as soon as I started driving.

This level of service is very disappointing, especially coming from a brand like BMW that prides itself on quality and professionalism. I expected far better.

I had a frustrating experience with Stephen James BMW Bromley regarding a recall for a software issue. Despite checking in online to inform them of the problem, they couldn’t fix it on the first day due to an error. I had to return the next day, only to be told the part wasn’t available. Now, I have to book another appointment. Wasting time dropping off and collecting the car repeatedly for an unresolved issue is disappointing. Not the level of service I expected.