Overall customer experience at Chandlers Brighton BMW is sharply divided, with a significant majority reporting extremely negative interactions while a small minority praise specific services. The primary complaints revolve around poor service quality, including deceptive sales practices, bullying behaviour, and a complete lack of care or accountability from staff. Customers report being misled about vehicle condition and service history, with one sold a car falsely advertised with a full BMW service history. Repair and maintenance work is frequently criticised for being substandard, resulting in faulty parts, poor craftsmanship like an orange-peel wheel refurb, and vehicles returning repeatedly for the same issues. The dealership appears to aggressively overcharge for parts and services, such as compelling a customer to pay £82 for wipers during an MOT. Communication and post-service support are weak, with ignored emails and difficulty in reclaiming overcharged fees. However, a few customers highlight outstanding service from specific individuals, like Chris and Steve, who resolved issues proactively. The Motorrad motorcycle service department received specific praise for exceptional support during a major mechanical failure. The stark contrast in experiences suggests service quality is highly inconsistent and dependent on individual staff members, leading to widespread distrust and loss of customers.
- Outstanding service from specific named staff members (e.g., Chris, Steve)
- Proactive issue resolution by some employees
- High praise for the Motorrad (motorcycle) service department
- Some customers are very pleased with their vehicle purchase
- Long-term customer loyalty for routine MOT services at one branch
- Deceptive sales practices (misrepresenting car condition/history)
- Poor quality repair and maintenance work (faulty parts, bad craftsmanship)
- Aggressive overcharging and bullying customers into purchases
- Complete lack of care and accountability from staff
- Ignored customer communications and poor post-service support
Last updated 1 month ago
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