Berry Thames Ditton BMW Reviews 

Avoid this BMW dealership when purchasing a used approved vehicle !! They will lie and deceive you so as long as they make the sale. You have been warned !! No better than a dodgy back street dealer in my experience. (Sales person was Munem).

I am lucky to have Berry BMW Thames Ditton as my local BMW dealership. I have purchased several cars from here and always get my servicing and bodywork done at this dealership. Today I bought a BMW 840i. It was a good experience. The price seemed reasonable and I was offered a fair part exchange for my X3.

Just had my X5 serviced at Berry Thames Ditton. Wanted to feedback as it was a great experience from start to finish. Mitch (Service advisor) was a joy to deal with, very clear communication and great customer service received throughout. Thank you!

Fantastic experience buying our BMW from Berry Thames Ditton . Big Thanku to John Davidson for helping us find our Father his new car . 5 STARS !!!!!

Lonny Cheng was most knowledgeable,friendly and we really valued his excellent advice to the extent we purchased our new vehicle there and then. We have used Berry Thames Ditton on a number of occasions and their standards of service are extremely high. This is the second car we have bought from Lonny and we have total confidence in their performance.

Doug & Joanne

Very personal and welcoming service with friendly and knowledgeable agent. Nothing was too much trouble in answering my questions.

The bodyshop did two pieces of work on my car recently, an alloy wheel and bumper. Excellent service and results all round. Liam provided great customer service and was a pleasure to interact with - very courteous and helpful on bookings, advice on the work, insurance and car collection. Thanks very much.

Mr Jonathan from Berry Thames Ditton was really kind to help us like a member of our family. Really appreciate for his kindness and attention.

I have been servicing my car at BMW Berry Thames Ditton for a year now and they always do a great job! Very attentive, patient and detailed with what I don't understand. Recently, I had a minor blip with the headlights and they told me to come in to fix it straight away whenever it was convenient for me. No bookings needed. It was all done and dusted after a coffee. No extra charges too... wonderful!

Very helpful staff. Answering all the questions I hace asked although they may think its irrelevant. But as a valued customer I can sense their professionalism. Excellent customer services. Special thanks to Ashley who always there to assist me at anytime required. Of course to Jordan, one of the sales representative. Thanks for your patience. To Munem Islam, you're the man who assisted me to make things happen in Jordan absence. Kudos to all.

Although I felt that the Telephone Centre Representative that I initially spoke to really wasn't very kind to me, Robert Warrior from their Service Department could not have been kinder. He arranged for the recall work on my F30 to be done quickly and with the minimum of fuss. The fact that this was being done obviously free of charge to me, made no difference in the way I was treated. Main Dealer experiences are not always great, but my sincere thanks to Robert for making what could have been an issue painfree.

Just been to berry bmw thames ditton. Customer services were excellent. I like to thank ashley duncan for looking after my car's requirement throughout while under insurance claim repair.
Thank you to Liam in the bodyshop for doing a great job.
For the mini service which i undertook also i like to thank
Kharris turner for looking after my car.
Wonderful and friendly staffs
And i very much hope their excellent work will be recognised by the management in due course.

Bought a used car. Service from Claudiu was great and super efficient. Bought the car, part-exchanged and drove away all in the same afternoon.

I dropped my car off to Berry Thames Ditton on the morning of 09th May 9am . I was told by a member of staff that my service advisor was busy and that I could leave the keys with him . He advised me that my car would be in the workshop in the next 30 mins I.e by 09:30 am . I then told him that I would go into Surbiton town centre and be back around 11:30am . My assumption was that if the car was in the workshop by 09:30am as advised to me , I would have it back in my hands by 12 midday . I returned to the dealership at 11:30 am and waited in the waiting area as I thought I would get a call from the dealership . No call came so I approached one of the staff in service and asked them to provide progress on my car . Ten minutes later she told me it’s still not in the workshop . I then told them that I was informed at 9am that it would be in the workshop in 30 mins. They asked me “who told me this” but I could not identify the member of staff. At this point I was quite anoid that they proceeded to tell me that the lead time on my car would now be 15:00 pm . I asked if one of the staff would give me a lift back to my home which was around 5 miles away in Epsom . The dealership told me they had no drivers or cars to do this . At this point they made no attempt to identify which member of staff told me the car would be in the workshop at 9:30 am . All they said to me was that “we would not have said that to you “ . Then spent another 40 mins getting home by bus . This had already killed 4.5 hours of my day . I then got a call from the dealership at 14:15 pm saying my car was ready for collection . At this point I complained mentioning that they had killed nearly 5 hours of my day and should provide the MOT free of charge for the inconvenience that the dealership had caused due to the miscommunication. Then a member of the dealership proceeded to say on the phone that I was making “accusations” that a certain member of the staff had told me that the car would be in the workshop by 09:30 am. I did not appreciate that he used the word “accusation” . He then proceeded to say that they still thought the customer service was acceptable and the MOT would still be chargeable even though over 5 hours of my time was wasted due to their miscommunications . I then raised a complaint to BMW. I had a call from Sharin (manager of the service department at Berry Thames Ditton) and he maintained that the level of customer service was acceptable and will still be charging me for the MOT . I mentioned that I will continue to escalate to BMW and am waiting for a call from the business director at the dealership (Andrew Railton). Sharin also mentioned that he felt like I was “blackmailing” him into giving me a free MOT because I told him that I would be writing this trust pilot review, which of course I found offensive because it’s my consumer right to comment on bad customer experiences . The case is still open with BMW and I am awaiting a call from Andrew Railton (head of business center at the dealership).
I’m not surprised that 50% of the trust pilot reviews on Berry Thames Ditton are the lowest rating! Needless to say I will never be using this dealership again . Really is shocking service.

Bought an approved used X3 (and collected it in the rain). The pre-delivery inspection states that the tires are perfect. On review, 3 of the 4 are perished and need to be replaced. Zero interest from the dealership in engaging, and while they acknowledged their report was written nearly 4 months before they sold me the car, they would still stand by the 'perfect condition' report, rather than the physical evidence of cracked (expensive) tires.

Very professional service.Munem in sales has been great.

I was in contact with Jonathon from the sales team regarding approved used 3 series hybrid cars 2 days ago. The plan was to come and test drive the car (BK21JLX) today (Saturday) earlier in the morning, however, as he told me the demand is high and there are 17 people interested in the car so I decided to convince my wife that we should do the trip to London from Southampton yesterday (Friday) a day earlier which means rush my work and my wife as well. I Contacted Jonathon on Thursday a day earlier and he told me Cameron will look after me as it is his day off. I contacted the branch an hour before I headed the road, and they told me the car is here and I should try to be with them at 5pm as they close at 6pm. I arrived on time, and I was really disappointed with the news as they told us the car is not here and they had taken it to the service department as it has an issue with the break. My wife was really frustrated as they have really wasted our time and rushed us for nothing. Cameron decided to get us and test the manger car which he said it does have the same packages, but all was a lie. The car is only a few months old (new cockpit) with the standard features. He told us we will get a phone call the next day from the branch to arrange to bring the car to us for a test drive and sort all the paper works with us, but this never happened. In addition, he said the manager wanted to see us to apologise about the situation, but he/she never appeared, and we decided to leave.

Fantastic five-star service from a truly great sales team and dealership.
I highly recommend Berry BMW and using an Authorised BMW dealer as you can have peace of mind knowing they are trustworthy and backed by the BMW group.
Rod Vitor was excellent at handling my sale, he was professional, knowledgeable, and engaging and took great care in making my car purchase seamless, so thank you Rod I look forward to dealing with you again in the future. Additionally, other team members Will and Lonny deserve a mention too as they also went the extra mile to provide great customer care in person and on the phone.
We plan to go back when we are ready for an upgrade. so thanks again Rod and the Berry Team and see you again in 2025.

I thought switching from Inchcape (Cooper) to Berry would have resolved the terrible customer service issues but it unfortunately hasn't... reading through other review I'm sort of glad it isn't just me that has found the service from Mini to be completely unrepresentative of the brand! I have been trying to book my car in to the service department for over a week - unfortunately nobody in the service team can explain to me what is included in their service! It seems the vague description online isn't even correct as I was told things that are said to be included actually aren't. I've contacted the Customer Experience team and they put me in touch with the Service Supervisor who ignore my message until chased and then passed it to another colleague who must be in low power mode as I haven't heard anything since. I can only conclude that they do not need any more customers. I have been in contact with Vines BMW and Mini in Guildford who are now helping me - so far I have found their customer service to be a far better representation from the brand as you would expect. Having used the Thames Ditton garage for a long while both sales and servicing it's astonishing the levels of service have managed to drop lower than Inchcape (Coopers) which were pretty low.

I bought a 9 month old car from Berry Thames Ditton which was missold to me as “unmarked” which was communicated in an email by Rod. On arrival and inspected the car had chips, a pin dent to passenger door and evidence of poor respray work on the rear bumper which they couldn’t account for. The respray work was shoddy to say the least and has no place on a premium car particularly with regards to invalidating the warranty. This fact didn’t register with these people. The work to rectify I estimated at £900. The sales manager offered me £400 (minus the £500 I’d have to pay to return the car - which was an insult). I initially refused that offer but then after reconsideration and requesting whether that offer was still an option the sales manager said it was conditional on seeing my p/ex car and that I’d have to wait for a response 2 days later after his day off.

To say they do not value customers at all is an understatement. They were happy to have the car back because it was sold to me in December at £28k and has been readvertised subsequently at £29k, £30k and now £31k and I footed the £500 return transportation.

The day after I returned the car, it was back up for sale. It took me over a week to get my money back and not so much as an apology. I gave my poor feedback rating via a BMW survey and have never been contacted by anybody.

Anyhow irrespective of what might have originally appeared a good deal I reckon I had a lucky escape from future encounters with this company if the car turned out problematic (other than the original cosmetic issues).