Big Motoring World - West Malling Reviews 

⭐☆☆☆☆
Extremely poor experience – weeks without a car and no resolution

I purchased a vehicle in November and have had a very disappointing experience since discovering a serious fault within a few months of ownership.

The car developed significant issues (including engine management warnings and limp mode) and became undriveable. I have now been without a usable vehicle for over three weeks. Despite this, the process has been slow, frustrating, and poorly handled.

I was directed to an external garage to obtain a diagnostic report in order to speed things up, only to later be told that I may need to pay a large difference in repair costs, which I do not believe is reasonable. I was then advised to wait until late February for another diagnostic at their service centre, despite a report already being provided and a formal complaint already being raised.

Communication has been disappointing, delays have been excessive, and there has been little regard for the inconvenience of being without a car for such a long period of time. I am now having to escalate the matter further to seek a proper resolution.

Overall, this has been an extremely stressful experience, and I would not recommend based on how faults and complaints are handled.

* In reply to your response *

You have shown that you believe it is acceptable to leave me without my car and to offer a diagnostic appointment more than a month after the vehicle became underivable, without providing a resolution or any offer of a courtesy car.

Great service from Denis, he was very helpful , polite, cheerful and professional. Nothing was too much trouble . Happy to answer any questions . Very helpful team .

Purchased a vehicle here Aug 2025. The vehicle broke down 2 weeks later. It’s taken months of stress and more money to get the vehicle fixed ( I actually took it to another garage and paid to have it fixed ).
This company will mess you around and make your life a misery. I don’t believe any of the good reviews are real. I know of 8k people that have had a similar experience. How those sales people sleep knowing they are selling vehicles that will break down! Yes they are second hand but the 200 point check is a lie. My vehicle didn’t even have coolant in it. Terrible!

Purchased vehicle sep 25.
Been in garage twice for electrical fault repairs. Paid for 3 year warranty big motoring works world just bluffed me off on the phone won’t help at all. Disgraceful after service.

Im not a fan of the start high come lower if customer is going to walk away approach. If you can do the lower offer say so and get yourselves an easy car sale got no time for messing about

Buying the car was simple and straight forward. Staff are fairly attentive. Prices are brilliant.
However, you must check over the car and contents carefully. The manual is missing, which would make life simpler. Last time I bought a new car was 2010, and technology has moved on! This is why I have only given 4 stars. I did phone to ask if maybe it Was still at the showrooms, and was told to look on line.
Was unhappy about the price on trade in. Was told on the website that I could get between £1500 and £1800. Was given £600! BUT, when we said we were not happy, the salesperson threw in a treatment for the car.

from the outset they were professional we were treated with respect. the test drive was very good. we were offered coffee tea and refreshments

It will be really nice if a booked appointment can start at the specified time. It's fine to wait for a bit but it's meaning to even make an appointment if you are not able to serve your customer within a reasonable timeframe (say 10 mins?). Everyone's time is valuable. I would rather do something else meaningful than just sit and wait for a sales rep to appear. I am still waiting while I typed this review.

Part missing in car. Contact 2 time. And 2 time she (Lilly Alden) said to me pay from your pocket how pathetic she is. (Shame on you) and sale man sam he is born lier. He just hired for lies. It's dodgy company. Not recommended at all.

From sales assistant to purchasing every one was excellent

What a really professional operation. They made me instantly welcome, a nice late and a comfy seat. Yes some will say it’s all part of selling a car.. but what about since I bought it? My tyre was losing pressure and they got me in straight away to repair it (turns out it was just where the weather had changed it lost a little pressure.
But the best thing was the key. It didn’t work so I went to change the battery and the key fob literally crumbled.i reached out and someone called Samantha has been in constant contact on how to get it resolved. It’s booked in with Volvo main dealer and Big Motoring World are covering the cost. No arguing, no saying ‘it wasn’t like that when we sold it’.
Thank you Big Motoring World and thank you Samantha in after Sales.

I went for a test drive at big motoring world as a first driver and Joseph was the person helping me on the day, he was very polite, welcoming and extremely helpful in telling me everything I needed to know about the car etc, would recommend visiting!

The guy listened to what I was looking for, gave me a few ideas aswell and took the time to explain some of the pros and cons and answered any questions I had, and wasn’t pushy at all! Took us for a test drive aswell. Definitely changed my views on big car sales companies would recommend

After a long week of delays we finally got the car.

We had 2 visits to the West Malling site. The first time was to have a look at what cars we liked. On that occasion we were told to have a seat and someone will be with us. After half an hour and no one coming to see us, we looked around the cars ourselves.
The second visit was after I put a holding fee on a car and booked an appointment. We arrived on time only to be told that they were really busy. I said we had an appointment and reserved a car, but that didn’t matter. We took a seat and were left for over an hour without anyone coming over to us to check in on us and to give us an idea what was going on. No drinks were offered, despite other people being offered them and we even had to remind them twice that we were still waiting.
The final straw was having people arriving after us and getting seen straight away. I told the receptionist we were leaving and to cancel the reservation.
Customer service was dreadful, communication terrible and their attitude stinks. Reading comments from other sources, this is one of many issues with their customer service.
Truly awful.

Very slick operation very professional great choice of cars.

The sales person we saw thoroughly explained the features of the car we were interested in and took us for a test drive. The handover the following day was also dealt with very efficiently. All staff were very helpful and friendly.

Terrible and unbelievable from start to finish. Extremely pushy sales people. Won’t take no for an answer. Ended up bringing out managers when you refuse to buy any extras. Extremely rude finance department. Try to deter you and bully you from paying in cash.

To add insult to injury, my car BROKE DOWN 10 miles after purchasing. Had to wait in the cold and dark with my child, on the verge beside the motorway, to be towed home. No help the following day, as it was Sunday.

Demanded to get the car in on Monday to see what the issue was, to be told that the head gasket and cylinders had gone (despite the 200 point “check” it had gone unnoticed). I was refused a hire car. Head office denied any compensation and had to battle to reclaim my costs.

AVOID AT ALL COSTS.

I did however, exchange the car at Camberley branch, which was a much better experience. Still a total refusal on any compensation from head office too.

Generally the experience was good. However, they tried to sell me a car which had cigarette burns on the front and back seats.

Also, I was warned about the hard sell of extras. This proved to be the case but it might put me off using BMW again.