Berry Chiswick BMW (Service Centre) Reviews 76

I have completely lost all trust in Berry as a dealer. Having purchased a car from them and owned seven BMW/MINI vehicles over the years, I never expected this level of incompetence and indifference.

The issue began in March 2024 when our i3s was booked in for a service. I clearly reported a knocking noise coming from the steering wheel while driving and turning. Berry themselves noted this as a “strange noise coming from steering wheel.” Despite this, they claimed to have inspected the car and stated in writing: “Carried out inspection with no faults with suspension. Road test vehicle, no fault found, tested all OK.”

The noise was not resolved. Instead, it continued and progressively became worse, while we were reassured there was “no fault.” When I eventually drove the car myself (it is mainly my wife’s car), the problem had deteriorated to an alarming level.

I then took the car to another BMW dealer within the official network. A master technician identified a serious steering fault immediately—simply by sitting in the car and turning the wheel. The vehicle was kept in, and the following day I was informed that the steering required replacement. With less than 10,000 miles on the car, BMW approved the parts under goodwill, leaving me to pay around £500 in labour purely because the car had just slipped out of warranty.

BMW contacted Berry regarding this case, yet Berry’s management refused to offer any support, claiming that “no fault was determined when they investigated.” This response is frankly unacceptable. Their own invoice proves they failed to investigate the correct component in the first place, confusing a steering issue with suspension and then dismissing the problem entirely.

This is now the third time Berry have behaved unprofessionally in my dealings with them. Missing a serious steering fault is not a minor oversight—it is a safety issue. Their unwillingness to take responsibility only makes matters worse. I will never take any of my vehicles to Berry again and would strongly advise others to think carefully before trusting them with their car.

OUTSTANDING SERVICE!

A huge thank you to Andy Leigh at the body shop department. I dropped my X5 to Andy and he was very helpful and his customer service from start to finish was amazing. I would highly recommend them to everyone.

I bought the top of the range BMW and they assured me they would always collect the car for servicing. It was a condition of the sale and now they simply refuse. It’s been a nightmare from start to finish. Don’t trust them.

Absolute fraud. Where's the option for negative stars? When I went to pay, they charged me £200 more than quoted. When challenged, they said, no that's what was quoted. When I showed them the quote, the story changed to, oh we had to order some extra parts so you'll have to pay the extra £200. You cannot lawfully charge a customer more than the original quoted price without their explicit agreement. This is in fact illegal under the UK Consumer Contracts Regulations and Consumer Rights Act.

Wes from service department really looked after us with our car. He did nothing but exceed our expectations.

Our car had various issues that were looked after, and some more we didn’t know about. He updated me all the way through, let me know of the delays and why.

Genuinely fantastic service and couldn’t have asked for more!!! Thank you so much Wes for keeping our car safe and sorting all that needed out for us.

You’re a star

Shockingly Poor Service from BMW Chiswick – Avoid at All Costs**

I don’t normally leave reviews, but my experience with BMW Chiswick has been so appalling, I felt I had to warn others.

Since purchasing a **BMW X5 45E** from them (a car worth over **£72,000**), I’ve had **nothing but problems**. The main issue has been with the **sunroof leaking**, which has required **five separate visits** to get "repaired." Every time, I was told it had been water tested and fixed. Every time, it leaked again. The final "repair" left me with **broken sunroof LED lights** – yet another fault to deal with.

**Customer service? Non-existent.** Not once, apart from one occasion, was I given a **courtesy car** despite my vehicle being under warranty. And the one time I did get one, it was a **tiny Mini** – far inferior to the car I paid for.

Fast forward, and now my **car doesn’t even start** because it doesn’t recognise the keys. I contacted BMW Chiswick, who basically told me: **tough luck** – the warranty’s expired. They told me to contact **BMW roadside assistance**, which would cost me **£175**, with **no guarantee** they can fix the issue.

As if that wasn’t bad enough, I was told by BMW Chiswick the next available **diagnostic appointment is in 4 weeks**, and another branch said **2 weeks** – **with no courtesy car available** either.

BMW is supposed to be a premium brand, but my experience has been anything but. Poor build quality, **zero accountability**, and **shockingly poor customer service** from BMW Chiswick. I truly regret buying from them.

**Do yourself a favour – avoid this place and this brand.** If you’re going to spend over £70k on a car, get something that actually works and from a dealership that values their customers.

This dealer really doesn’t deserve to be an approved franchise representing BMW!

Sold us a £22,000 “approved” used vehicle in Sept 2024, presented as “immaculate and faultless ,very low mileage for its age etc etc”, but totally the opposite, with numerous issues with the engine, very unusual for a vehicle this age and such low miles.

The dealer took the vehicle in on 4 different occasions over the months, the first three times nearly keeping the vehicle around 3 weeks at a time, they did nothing to rectify the issues nor apparently did they even update their system records (according to the service department who advised us)! God knows what they did with the vehicle in this time if they didn’t even register/record it.
The 4th time, they claimed they did something, but to date the issues are still there.

The service was absolutely appalling throughout, staff here really do not know how to communicate with one another, to keep records of visits, nor do they care about the customer and completely disregard the inconvenience they’ve caused. Their main priority is just to sell and then forget and move on to the next!

6 months; and 4 visits later, no positive outcome; and I’m left with costs to pay towards fixing the issues on the vehicle privately.

Despite numerous complaints, Management does nothing to intervene, just hide in their rooms, but very quick to run out when it’s to do with the vehicle sales; and all the extras they want you to take on top, for extra costs.

Really appalled and let down overall with the BMW brand because of this dealer, a big let down.
Left us in distress and hopeless.

I would have experienced much better service, care and reliability from a standalone private/family run car dealer, I don’t see any point anymore in the current era, for anyone to approach a main dealer and spend over the odds, if the service is like this, as there’s just no reliability/assurance anymore regardless.

Excellent service from the start of buying the car to the end. Salesmen Hamza was first class

Wasted 2 hours with my pain and a 7 year old child feeling hungry. Went through whole deal, paid deposit and at the end being told if we want the specs we had agreed on it will cost extra £1550!! Or we take everything off . Peter Fraser has promised my deposit will be refunded and hopefully he will as it was terrible service. Better to go elsewhere.

AFTER 2 WEEKS SYILL WAITING FOR MY DEPOSIT REFUND AND THEY SHOULDN'T HAVE EVEN CHARGED ME. THEY KEEP PROMISING ITS PROCESSED BUT NO MONEY.

BEAWARE DONT USE BERRY BMW CHISWICK THEY'RE LIARS

Further to a recall letter received from BMW, we booked the car in for relevant adjustments/replacements. It was meant to take a day. 6 days later we got the car back due to their staff being off and them having to order parts. Clearly no forward planning or efficient staff management, followed by no communication. If you need more reason to take your business elsewhere, the phone was put down on me when enquiring about a courtesy car. Clearly staff has no empathy for what it’s like to be left without a car for 6 days at the busiest time of year and with young children.

PLZ LISTEN TO THIS REVIEW FOR YOUR OWN SAKE!

I took my car to this service centre (berry chiswick) for a simple MOT.
They had the car the best part of 9 hours, rang me up at the end of the day and said there is an engine warning light on (which there was) And has failed the MOT because of it.

Asking me then if I want them to see what the problem was for £150 and do the work.
I said no cos I didn’t have that money then and needed the car.

Went there the next day morning to collect and they charged me the £54 for an MOT, I asked why I haven’t recieved the vehicle health check if they have actually done the MOT and “Bob Sharples” who was “lying” - I mean “dealing with me, assured me they done the MOT so I paid the money.
Bear in mind there was NO details about the health check on paperwork ( tyre tread, brake pad wear and disc wear etc).
Bob Sharples assured me he’d send the health check through, which he couldn’t because they never done it. Charged me £54 to say there was an engine warning light on basically.
I’ve called 4 times since that day a few days ago, they answer say to hold and then hang up after 10mins waiting, spoke to someone who said they’ll get a senior manager, then they hung up again.

All I want is for one of them to act like adults and apologise and say we lied to you and fleeced you out of £54 and apologise.

For a company like BMW to have a service garage with these kind of people working there is crazy, and all these bad reviews on here prove it.

I spoke to at least 4 different people and they all hung up on me and literally just all fobbed me off.
PLZ LISTEN TO THIS and do not chance it and take your car here. They are at best totally useless at their jobs and at worst a bunch of lowlife scammers who shouldn’t be in the business.

Literally the worst BMW dealership on the planet! every time you have to make an appointment at least 2-3 months before and of course they will cancel your appointment again! They NEVER wash the car! they are only interested in getting the money! The worst experience I've ever had! My family has been driving a BMW since 1992, but ENOUGH is enough! Tomorrow I'm selling my car and I'm going to buy a Mercedes benz! Owner of Berry BMW gives you some advice, sell the company to an investor who cares about his customers!

I had an outstanding experience working with Hamza when purchasing my BMW X1. He was highly professional, knowledgeable, and demonstrated genuine dedication to his role. Hamza took the time to thoroughly explain all the features of the X1, showcasing how it would be the perfect fit for me. His insights and expertise made the decision to buy the car so much easier. I truly appreciate his excellent customer service and would be happy to give him a 5-star review. I highly recommend Hamza to anyone looking for a BMW at Berry Chiswick!"

Bought a mini recently from Berry’s. They promise the world but do not care after you have bought the car. They supplied the car without the wheel locking nut and promised to supply it but never did. God knows what they would be like if you and a real major problem. Talk the talk but do not back it up at all.
They charge for a so called thorough check up but did not even have the tyres inflated anywhere near the correct pressure. This is so basic it’s worrying.

People in the service department are rude, unprofessional and totally useless. They don't know what they are doing. I regret that I came to BMW from Mercedes, they are no where near Mercedes. Please avoid Their service centres I had really horrible experience from BMW Chiswick service centre as well as BMW ruislip with have incompetent and unprofessional staff. If they cannot fix the issue they will blame the software your devices basically the fault is in you rather then the car when they are unable to fix the issue.

This is my seventh Mini from Berry Chiswick I am possibly one of the most loyal Berry mini customers.
I took my mini s convertible in for a Service today. Change of oil filter oil change spark plug and a vehicle inspection….on the invoice the parts used came to just £10. My service for that Mini came to over £700!!!! That was after a deal they came to because of my loyalty to Berry. It would’ve come to nearly £900. I am still gobsmacked at the price, how can they charge so much for a quick inspection and service???
When I had my first minis serviced this service was complimentary, you paid for things like brakes, clutches and tyres et cetera. This is absolute daylight robbery of customers who are loyal to the mini brand. I have no complaints over the customer service team but I do wonder how BMW mini keep customers!

Hudayfah was excellent. He sent a very informative video before our appointment. He was very busy on the day of our appointment so we had to wait for a while but he was very friendly and informative. His Manager Phil was also very helpful and gave useful insights.

10/10 experience buying a car with Hamza Nuur at Shield Drive.

Luke in Repairs was great from start to finish. He called me to suggest I bring the car before to go through slight repairs. I took the car in the following week and he was brilliant with his customer service, his advice, follow up and made my visits stress free. The receptionists green you with a big smile and always ready to help.
Very happy with the service received when I visited in May.

This is by far the most appalling experience I've ever had with BMW, and I feel obligated to share it. After a routine service at BMW Berry Chiswick Centre, my car returned with a missing wheel bolt, risking our safety. When I contacted them, they showed no urgency or accountability, forcing me to return the car for rectification. However, before reaching the dealership, the car broke down due to more wheel bolts falling off! The staff's unhelpful attitude and attempts to shift blame onto me only worsened the situation. To top it off, they notified me of additional issues the next day, all stemming from their initial negligence. Now, I'm without a car, deeply disappointed by their lack of professionalism and customer care. A thorough investigation is urgently needed to prevent such negligence from endangering more lives.

Do not take your vehicle to this service centre!!!