Stephen James BMW Avis 154

I had a major service on my 5 series
After some persistent request to the BMW Group at Farnborough - I established my service was incomplete due to the wrong list being used at Stephen James (now Hedin) Bromley.
I believe this is not an individual case - please be careful.
I have received excellent service for over 20 years - why have WE allowed this prestigious brand to fall to this abysmal standard
BMW Bromley - please do not respond with the usual - if you would like to contact our ....I was there last Friday with the Head of Business who showed me his collection of award wining trophies.

I bought a 420i used BMW from David @ Enfield and must say not only is it a lovely car but he and his team were so helpful. He kept me updated with what the car could do and how to get the best from it. I know he is a salesman but he seemed to care about what I needed and could afford. He even called me after I had bought it to make sure all was ok. I would highly recommend using them and I will certainly try them again when I need another car.Great service

Fantastic professional service from Bodyshop team at Enfield especially Sandra who dealt with all the coverage issues with my minor repair insurance company and the repairs were done to an excellent standard on the same day. She even got a technician to take a Quick Look at my Apple Car Play issues when I collected the vehicle. Highly recommended

I am not at all surprised to see such poor reviews on here.
I attempted to purchase a car online and have the vehicle delivered, something I have done with my last two cars. Only to be told that they do not deliver any cars to customers! Their website says they do!
Steer well clear of this dealership, worst experience I have ever had in nearly 30 years of buying and owning BMWs.
When I asked them why,when their website says they deliver they haven’t bothered to reply. This was for a cash purchase, so I can only assume they are making plenty of money.

Worst experience ever. BMW Enfield has really poor customer service, with a very defensive manager who was more focused on protecting his branch than addressing my concerns. He would cut me off while speaking and talk over me. This experience has put me off BMW forever."

I dropped my car off to be Major serviced on the 26th of June at the Stephan James Ruxley branch. And after I got it back. I started to hear a grinding noise occasionally. However, I went to the countryside that weekend and had nothing to do. Then I looked under the car and realized they forgot to close the lid which is a cover under for the oil drainage. And since this cover was left open, the vehicle constantly scraped the asphalt as it depends on the road condition along the road. I don't understand how such a mistake could be made in a car leaving the service. I pushed it with a stick to prevent it from rubbing.

Furthermore, I can see the lid was open in the video which the service sent me before I collected my car.

Moreover, when I got the car, there was a piece in front of the gear lever. At first, I couldn't understand what it was, but when I searched for the part number on it which is 52107297349. Then, I realized it was the front driver seat rail trim and assembled it myself. I thought it might have been a mistake of the car washer and ignored it. But forgetting the lid under the car is unacceptable.

As soon as I returned the London a couple of days later, I explained everything with supporting images and videos and sent an email to fix the problem properly. However, they didn't answer my email, so I called them but couldn't reach the relevant person. After that, I just dropped by the Ruxley service and they quickly had a look at the lid under the car and maybe fitted properly and said "It's all good". Then, I was told "This is our mistake, we accept that mistake and my manager is out of the office right now but we will offer you compensation to forgive ourselves"

After this promise/offer I only asked once via email if there was any update but nothing. It's been nearly 3 weeks, and still nothing.

I don't expect anything from them but if you are thinking of using their Ruxley service, please think twice.

I changed my old mini electric for the new one. Lee Madden was outstanding in finding the right financing for me. He patiently went through every detail explaining everything and answering all my questions. After delivery of the new car he carried on looking after me to get me fully familiarised with my new car. Always kind, courteous and effective. I have not enjoyed such a customer service for a long time. Thank you very much Lee and team!

Took car in and left it with Paul. When service completed I received a call and vehicle check video. On arrival I was greeted and told my car was ready and no problems found. Given a goody bag and stopped for coffee before journey home. Highly satisfied and would happily recommend.

Really poor customer service. Need to get a replacement key. Booked a phone appoinment to talk through what was required, was not called. Turned up at the Bromley Stephen James this morning to be told I needed the V5 log book. Time wasted 1hr 30 mins round trip

To get a key replacement you need to go to an approved BMW centre with V5 log book, ID AND proof of address, even though both V5 log book and driving licience have the address on them. They need to process documentation, order the key, and then you return to collect it a few business days later. So I'm looking at an additional 3 hours wasted time.

But hang on, there's a Stephen James 5 mins drive from my house (Blackheath branch). They don't do servicing but the 1st part of the process is to process my documentation and take payment. This should be simple. Wrong.

Stephen James Blackheath cannot do this because they don't do servicing. I told them they didn't need to do servicing, they just need to process my documents and take payment. "We can't take payment at that branch" was the answer I got. This is a branch which is more than happy to take payment for 10s of thousands of pounds for a car.

Apparently all of this goes against their policy. Why do they not question if this policy makes any sense at all? I have a BMW X3 and an Electric Mini and have spent hundreds of pounds on servicing etc over the years. Absolutely no flexibility shown for a loyal customer.

Such a frustrating example of "computer says no". In this day and age there is absolutely no reason why the document verification could not be done over a video call and the physical documents examined on collection of the new key before handing over if the concern is one of security.

I recently had a repair done at bmw bickley I have to say the service was excellent I was dealt with by cydia who I have to say was both charming and professional thank you cydia

I am extremely disappointed with the service at Stephen James BMW Ruxley Centre. After a month-long repair in early April 2024, my car's parking sensor was still faulty. Despite immediately reporting the issue, I was told to wait until 14 May for a courtesy car, only to face repeated delays and lack of communication.

By 10 June, the courtesy car was still unavailable, and I have yet to receive a new date. I highlighted this in the after-sales feedback, but no one contacted me. The fault was due to their oversight, yet I am still waiting for a solution.

I urge Stephen James BMW to prioritize the repair and provide a courtesy car promptly. This experience has been frustrating and unfair, and I hope BMW UK addresses these service issues.

After sales service at Stephen James at Enfield is not upto the mark and lacks seriousness and will rank very low on customer satisfaction.
There are two instances when the body work was not completed as agreed and had to come back to get it re-done correctly again. This time the 2 year BMW vehicle water tank was being replaced due to leakage, when booking in for diagnostic, was informed if part is available with BMW, car would be fixed by next day but to my surprise mentioned that it has to be kept over the weekend, though replacement of water tank was delivered on the same day, it takes takes around 2 hours to replace the water tank in BMW. Have requested to get it fixed ASAP as I have to ferry my disabled child to school and for his appointments, it just fell on deaf ears of servicing staff neither they were able to provide courtesy car for people with some immediate needs. Pathetic customer service better to avoid Enfield servicing team. I would definitely avoid stephen james enfield for sure, never going to come back to you guys. Disappointing service provider..

They are claiming they contacted me 5 days ago ie 26th March.
COMPLETE LIE

Excellent service carried out from Samuel Ahmed! Very clear and well presented. Also information given very clear by technician Sohail, very impressive! Keep up the impressive work guys.

I bought my first BMW in 2000 so it means I’ve had close to a quarter of a century association with the Enfield Branch but their service is now terrible and best avoided as can be seen from other reviewers.

I had taken in my BMW 4 series Gran coupe to their Enfield branch for a major service only to be given a worse car on collection.
The car was collected on a Friday as I had a big journey on the motorway the next day and wanted car in perfect condition for the trip.

What was given me was a car with an engine that lost power as you revved.
To my horror a serious warning Drivetrain message came on just as I was on the motorway with car struggling to climb elevated roads.

It was the Monday that I had to take car back to them (which meant further loss of business earnings) and they discovered the problem was faulty spark plugs fitted despite them supposed to be original BMW products.

The agent I dealt with turned out to be very economical with the truth as he failed to keep his promise to email me with the outcome of his contact with BMW headquarter considering my deserved request for compensation due to all the financial lost I incurred that weekend.
All of this contributed to an overall bad experience with the company.

My BMW 330i was brought in for repair with Starting System Failure warning. Stephen James sidcup ignored the actual warning message and reported that battery was low despite no waring of low battery.

Car failed again with exatcly the same symptom in less than a month. AA recovery mechanic diagnosed the problem correctly, starter motor body had cracks.

Excellent Service and Work (Enfield)

Lovely service from all the staff members at the BMW Service centre in Enfield. Paul Giovanni - the technician for my car was absolutely on point - kept my updated. BMW had my car for 5 weeks (which was really stressing me out), after a couple of different fixes to the car, the EML kept coming back up. In the end they managed to get it fixed and the car has been running perfect since. Also identified an issue with EGR where BMW replaced all the components free of charge. Lauren from customer service was also always keeping me in the loop with the car, as well as Paul updating me at every point. Also gave me a courtesy car as and when needed.

Re: Stephen James Woolwich
Like others I wish that I had read these reviews before bringing my car in for a repair. I trusted that I would have good service at this branch as I always had had good service at the Blackheath service department before that closed and a very good experience when I had bought both my Minis from this branch.

But currently I am without a car (a car I very much need to take my very ill mother to and from hospital this week) as they have, apparently, broken the onboard computer when attempting to do what a repair and the car won’t even start now- which is a bit concerning for a BMW Mini specialist service team to have managed to do.

I have emailed their complaints team for more details and hopefully this will all be resolved quickly and my car restored to me without me being more out of pocket than I already am (now having to use cabs). If this does get satisfactorily resolved then I will be more than happy to update this review but others should be aware that this has happen at this branch.

Bmw, Stephen James, Woolwich
Completely useless, they have zero clue on customer service. One key factor is they all struggle with the truth. Stop giving customers bs. You’re a premium company and you provide shoddy service. From sales manager to sales team all useless. Not sure why you’re still allowed to operate. This dealership needs closed down asap. Customer pay sooo much money for there cars and only to be met by Stephen James Woolwich. At the point of contact premium doesn’t come into the head.PLEASE AVOID AT ALL COSTS.

I met with accident and my insurer assigned to a garage for estimates/repair, and I wanted to get it done through authorized BMW garage. So I approached BMW accoiden care who assigned it to Stephen James Enfield and my struggle started. Day 1 I call them in the morning and they asked for pictures to be sent which I did and when I call them late afternoon for estimates, they mentioned it would take 72 hours, ok fine. I called on Day 3 afternoon and then I receive a call from estimator saying that my car will be written off and hangs up, for which I still need estimates which I requested the lady says it's almost closing time I will do first thing on Day4 morning, but I don't get any response and when I try to reach them their phone line has a problem. Again calling couple of times on Day 5, I get a call from the same estimator late afternoon and NOW he says I need to pay £100 for the estimates and from the point I pay it will take 72 hours!!! Day 6 morning I didn't want to get things more delayed, I said I will pay to which estimator says one of my colleague will call you with payment details and no one comes back. Day 7 I had to call them couple of times and then they provide me the bank details, I paid ASAP and requested to provide estimates ASAP. Day 8 when I call them they say finance are yet to check whether the payment is received or not, I briefly explained over the mail it is getting too much delayed. Over all these communications I have been mentioning that estimates are to sent to me, insurer and most importantly to my insurer over order text code. And after repeated chasing I finally get the estimates on Day 10 which are not sent to my insurer. Meanwhile, I called Sytner Chigwell and shared the pics on Day 8 and asked for estimates. On Day 11 I get a call from my insurer that they got estimates from Sytner which are similar and he went ahead with them. After all I paid £100 for nothing. HIGHLY UNPROFESSIONAL behaviour from these guys, avoid them!!!!

And the days I counted are excludind weekends.