Berry Croydon BMW Avis 

I drive a 4 series convertible BMW that needed a rear quarter glass replacement , after National Windscreen had attempted to replace without success. BMW Berry's of Croydon were approached to supply and fit the aforementioned Glass. I was given a repair date some three weeks away , having no choice I left my car with them.
Finally two days earlier than the three week waiting period I contacted the service desk and Jess managed to book the car into the diary and actually order the Glass needed for my car. Upon completion of the replacement I was informed that National Windscreens had damaged the interior ambient light on the drivers side rear quarter and left several screws adding non BMW alternatives in places. I was further quoted £150.00 to have All the missing screws replaced and the Ambient light replaced the next day , But when I turned up with my car I was told to return the next day whilst they order the parts needed.
Eventually the car was ready for collection.
a few weeks later the weather was very nice and I lowered the cars convertible top to discover All the screw Caps and Two Screws missing along the rear partial shelf.
I visited the service desk at Berry's and spoke to Harry Harvey who basically said what's wrong now ! I ignored his uncaring remark and attitude and explained my reason for coming back. Harry took my car key and I assume went to the workshop after a very long wait he returned stating this is the screws that are needed that we can't find in the workshop But we can use these instead. My immediate response was No please order the correct ones please. Harry still with my car key in-hand drove my car I assumed back to the workshop , after asking the parts department the cost and availability of getting replacements. After a further extended wait Harry returned Handed back my car key saying we replaced All the missing screws and three of the Caps , he handed me the fourth one stating its broken and he will call me later or email with a date to collect the missing Cap. I was offered no Apology.
My cars interior is Red and the parts dept did not have the parts in stock Which is obvious that the workshop failed to replace all the parts removed when replacing the quarter glass. to my Car.
Shockingly Harry Harvey offered no form of an Apology.
I returned today 5th July 2023 to Harry desk and no uncertain terms said to him I find him Rude and unprofessional for not contacting via phone or email after leaving Berry's site yesterday and its now 1630pm the next day and still no contact I demanded to know when the missing part will be supplied and if I could have it in writing. Harry Harvey with his Rude unprofessional self said he will not be helping me and neither will his manager.
Matthew Cullen came over and said he will look into this and contact me now Get Out before he calls the Police.
I said Why ! but please feel free to make that call as I remained seated at the service desk of Harry Harvey in the service area. After I sat and typed the names of the employees and an over view of the Lack of customer service I recorded Matthew Cullen stating that he will look into this matter and call or email me later today.

Typical BMW service. Wanted to regas the air conditioning in my BMW . Went on-line, saw the price for a regas and flush was £129.99. Not ‘from £129.99’ but a fixed price. Phoned up the service booking number and booked the vehicle in providing my registration number which allowed them to see exactly the type of BMW I had. Again quoted a fixed price of £129.99 inclusive of VAT.
Took the car in and booked in self service. The self service screen showed the work required and cost (again £129.99).
6 hours later BMW call me to explain the cost will be more than £400. Even though I believed that we had agreed a price and that should be legally binding , they admitted they made a mistake and refused to do the work at the original quoted price. I feel I was wrongfully induced to bring the car in at one price in the hope I would then pay the more expensive price . Didn’t get the work done in the end. Disingenuous and unprofessional behaviour by Berry Croydon BMW. They apologised for their mistake but still declined to honour the price THEY quoted me. I feel from the reviews it’s an ongoing issue. They think an apology is the plaster that fixes all complaints. It only drives customers away

Editing my review after discussing with BMW and they have agreed to swallow the additional cost. It was still a poor experience, but ultimately we ended up with the right outcome.

If anyone is thinking of using Berry Croydon BMW after the experience I encountered back in 2021 I seriously wouldn’t, the 1 star I have given them is far too generous but the lowest score I can give to post this review.
I own a older BMW which qualifies for value servicing, I’ve used this value service for years at another main dealer closest to me but they closed down.
I booked my car in for work with Berry Croydon in 2021 during the pandemic.
There were a number of issues that occurred with the service my BMW and I received from Berry Croydon too long winded to go into on this review, but not what anyone should expect from a BMW main dealership.
The morning after I had collected my BMW from Berry Croydon I attempted to speak to the service manager Matthew Cullen being assured he would call me back. I was told I’d receive a call within 1 hour I waited 2 hours before calling them back, this was the response I got for an entire day as I kept phoning after no response after no response. By the end of that day not having spoken to a single person other than the receptionist I submitted a formal complaint to BMW UK.
I did eventually receive a call from the service manager Matthew Cullen who seemed very proud of himself as he told me that he had to respond within a certain time frame following my complaint to BMW UK, he gloated that he had called on the last day that he had to respond to my complaint and then laughed down the phone. He said during that call that he knew I wouldn’t return to Berry Croydon so to me it was obvious he couldn’t care less about a customer like me.
This year I was looking to have a service carried out on my vehicle and used Berry Croydons website to look up the value service cost, it was substantially less in 2023 than what I’d paid in 2021. I tried contacting Berry Croydon just to get an explanation on the costing, I was greeted by a wall of silence, I couldn’t speak to anyone on the phone, emails ignored. I contacted someone in the Berry group who tried to help cc’ing me into emails sent to senior members of staff at Berry Croydon BMW asking them to contact me but I still didn’t get any response.
Eventually I received an email from the deputy service manager which didn’t answer my question, more a go away we’re not interested from you email, but his email ended with ‘contact me directly if there’s anything else’, so I did asking the same question only to be ignored, he never replied.
I was forced to complain to BMW UK yet again about the same dealership after months of being ignored.
Today BMW UK have contacted me to say Berry Croydon have advised them about their pricing in 2021, that they didn’t provide the value service and I was charged the flat rate but in 2022 their pricing changed and a substantially cheaper value service provided.
Something if this was true could have been explained to me but it’s taken Berry Croydon months to come up with this story.
I’ve since found an independent BMW technician to work on my car and he’s brilliant, everything Berry Croydon BMW should but never will be.
I’ve also been told things regarding the behaviour of a certain manager at Berry Croydon and the staff retention issues Berry Croydon apparently have, it came as no surprise to me.
What BMW owners may or may not be aware of is that every BMW main dealer is independently owned, a franchise. BMW have no control of any servicing that a main dealer does, any contract is between the customer and main dealer. BMW UK will try to mediate but other than that there’s nothing they can do.
The only dealership owned/controlled by BMW UK is Park Lane, London.
If you’ve made it to the end, we’ll done, I apologise for this review being lengthy, I’ve tried to sanitise it the best I could.
I love my BMW and think BMW’s are lovely cars but you need to be able to get them serviced and looked after by a garage that values your car and the customer. But with the existence of main dealers like Berry Croydon I doubt my next car will be a BMW, for me they have completely trashed the BMW brand and reputation.

Update

2 hours ago I received a reply from Berry Croydon BMW.

Berry Croydon have ignored me for 4 months yet respond to a negative review on Trustpilot I’m guessing so they do not look bad to anyone reading the reviews.
Berry, I’ve sent emails to the above address without a reply, why would I waste my time sending another?
A dreadful company, a pathetic response!

They are not worthy of one star, that includes sale & mechanic staff. This is the minimum score you can give. By all means buy BMW just not from these clowns. Bought car from these which turned out to be faulty, first problem when I went to pick up my new car was a chip on window screen when I pointed this out, the guy told me it’s the best we can do with it which was incorrect. Once driving the car there was Clunking noises on steering which I was told it could be my driveway. they took the car for one month after plenty of chauvinistic attitude, when they returned my car to me it had more problems then it went in with. One new problem was they repaired the screen but put wipers on incorrectly causing them to hit the bonnet and damage it. When I called them to tell them of bonnet and the same clunking sound, They said they can’t meet my expectations and resolve my concerns they could not fix the clunking so they would refund my money back has a good will gesture, really good will? Try consumer rights act 2015. wanted compensation for the stress, inconvenience, and to be able to hire a car to get about while I find another car not a BMW from berry) was told no compensation will be given. So I’m out of pocket due to them.

Asked for a quote to do a repair and was quoted just under £1000. I knew this was steep as the repair with an experienced mechanic on u tube took 3 hours and the parts were only £167.00.
I asked for a discount but the sales rep was encouraging me to do it on finance. I asked again and she discounted to £867.
She re assured me of the price and wrote it on the original quote paper, and on this basis I booked the car in.
However, on the day of the appointment, I was told I had been incorrectly quoted and this price did not include VAT. At this point I felt duped and realised they were trying it on.
Having stood my ground they revised the figure but added another £15.00.

I was advised my car would be ready by 5pm. However, I heard nothing from Berry until after 5pm whereby they stated my car was still on the ramp and the mechanic was going home. What could I say or do, but I was now having a very bad feeling about this whole situation. The next day I paid and collected my car, fingers crossed all would be well, but I was a fool to think so, my car has the same problem, and I am now over £800 out of pocket. I put my faith and trust into BMW Berry believing they were a reputable brand/organisation, I was wrong. The reviews on the Berry Croydon BMW website are SPURIOUS.

They might have fancy show rooms, suited and booted looking staff but they have a “delboy” culture.
Do not take your vehicle to BMW Croydon Berry unless you have time and money to waste.

If only I had read the reviews on Trust pilot beforehand.

Super organised. Very efficient service. Zoheb is informative, super efficient and courteous.
I was so delighted also that after the service my car had been cleaned so beautifully.
I highly recommend Berry BMW and I have total confidence in all that they do.
Thank you so much Linda

Do not take your car if you want to be ripped off and get you car returned to you, Brought my car from another dealer and needed a diagnostic run on the car due to the original garage who I bought it from not wanting to void the warranty , When I checked the vehicle in online it asked if I wanted a complimentary wash which I click ‘NO’ due to a paint job recently being carried out meaning I couldn’t get the car washed for a further 7 days and I am also very paticular about who washes my car. On arrival to collect the car it had been washed with harmful chemicals (even though they said they only used the jet wash) to the point the paint job has started to bubble and have scratched and swirled the paintwork which as a car enthusiast is not a good look to then be told that this is ‘Human Error’ but not even much of an apology. £200 later and the issue I took the car in for is still there and got told that I would need to bring the car back in which would result in being charged another £150an hour for a diagnostic. Avoid at all costs and take your money else where

Extremely disappointing service unfortunately at Berry Mini Croydon - experienced a fault with the transmission and some of the driver controls in the weeks following a full service and MOT. Called up to try and understand what was occurring, and swiftly got booked in. Upon attending the garage informed there was a £125 fee to diagnose, which would not be deducted from the cost of any repair.

When I explained how unhappy I was with the situation, I received a take it or leave it response. This was after being informed the repair could cost between £2k-£3k. I'm no mechanic, but I know there are a few things that can be done before a full clutch/gearbox replacement! I was being upsold before any work had even started...

To add to the pain, in the queue I had to listen to the same lady on reception try and sell a service plan, for which I know works out more expensive compared to booking via the BMW/Mini website (as the manufacture subsidise the Berry Mini cost, thankfully!)

Compare this experience to the local garage down the road, who had a quick look, found a fault in 5 minutes, quoted and fixed for a couple of hundred - always shop around folks!

Berry Mini, having had two service/MOTs with you now, your customer service and staff incentives could certainly do with a spring clean!

Great experience from my initial enquiry through to driving away in a new vehicle. Connor was excellent - very helpful, knowledgable and assisted me in my test drives with no pressure, then processing my order to handing over the vehicle to me in very short timescales. He was assisted by Sam and Stefan too! Great work guys. Thanks!

Terrible customer service. Took 3 attempts to get someone to pick up the phone to book an appointment for what turned out to be some warranty work for a Mini Cooper S. Agent on phone was brisk and quite rude when I queried why the earliest they could book the car in was 4 weeks despite the problem being a leak! When I tried to get it booked elsewhere it was down to me to phone their other branches. I mean come on! The agent assumed I knew where the other Berry dealers were located. Why would I know that? Pointed out that the website would allow me to book that week but was rudely told no that’s not working properly. Eventually agreed to book it in for the 4 weeks wait, fully intended to cancel it once safely booked elsewhere.
Managed to book at another group’s dealer for the next day! They have lost a potential new customer to their group. No thanks.
Additionally it took 2 messages to get a confirmation of cancellation. It’s like they really don’t care about the customer at all. Avoid!

I had my front break pads done at berry BMW Croydon, less then 3 weeks later I herd a noise coming from car as I'm driving I've called them up and booked in they promised that if its something to do whit what they done I would not pay a penny.

I received a call from them later that day saying my back break pads and disc need changing I found that strange as the noise is coming from the front but I believed them and told them to change it the next day I receive a call saying back break pads and disc changed but noise is still there but they still wanted me to pay for there mistake.

I point blanked refused and demanded they fix my car I then had to wait another day and then to be told its fixed and its from the front disc I argued with them on why it was not picked up sooner. It seems to me they wanted to avoid saying it had anything to do with the front pads as they then new I would not have to pay but they still gave me a bill for £300 pounds charging me even thou it was there mistake when asked to speak to a manager I was refused so I just paid the money and went totally unprofessional service something you expect from a side street garage AVOID at all cost.

Update 03/08/2021
Exact same fault is back they have taken my car back in and are completely silenced as to why I paid £300 two weeks ago when the fault is still there I have once again asked to speak to a senior member off staff and was told they are all busy.

I will update this review once this has been resolved.

AVOID AVOID AVOID

Had a really bad experience with a full service on my vehicle, after collecting the car and driving it home the coolant light came on. After inspection (pictures attached) you could see that the technician had forgotten to screw the coolant cap back on after inspection. This caused the coolant to steam and empty completely leaving residue over the engine compartment..

After complaining to BMW Berry of Croydon the response was to apologise for the error and to return the car so they could clean the engine and reimburse me for the coolant I had to add.
This didn't give me confidence in the quality of work carried out during the rest of the £600 plus service. I have requested to speak to someone more senior but to date have had no reply. Would recommend seeking out another dealership to carry out any future works. AVOID AT ALL COSTS.