BMW Park Lane

Terrible service!! Called up to arrange a test drive of an X5 which they had and I wanted to buy. Made an appointment and I was told I could test drive the car.
We got there, waited about 20-30 minutes for Hussein to see us, not such a problem as there were a few nice cars to look at in the showroom, so no issue with that. The car I came to test drive was parked across the road in the underground car park, as we were walking over (few minutes walk, not an issue) he asked me if we came a long away for the test drive and then tells us that I can literally only drive the car up and down the road, maximum 5 minutes, just up and down Park Lane once, as they don’t want to add miles to the car and they didn’t have a dedicated demo car. With the traffic on that road, basically pointless. I was disappointed but I said well we are here now, might as well do it. He asks us to wait outside the car park and goes in to get the car. We waited for 30 minutes for him to come out with the car, it was cold, windy and it had started to rain a bit also, only for him to come out and tell us the car was not roadworthy, could not start it so we could not have a test drive. Over and hour to get there, an hour waiting around of him and no test drive. Shambles.
Later that evening we went to Stephen James Ruxley BMW garage, they had an X5 which we we liked and could take for as long a test drive as we wanted, they even bought a second car over the following day from another dealer for us to see and drive and we ended up giving our money to them for a beautiful X5. 60k which I tried to give to BMW Park Lane but they didn’t seem to care so much and wasted half a day for us.

This is my first time writing a review however I felt it appropriate due to the level of service I have received from this very impressive flagship store.

The warm greeting I received from the reception staff down to the fantastic customer centric and enthusiastic service I received from Jake Anderson was second to none.

If anybody is looking for a new BMW look no further.

Great service - all thanks to Asad. He’s been very helpful even when he wasn’t working some of the days while we wait for delivery. He went above and beyond assisting to all our demands. A bit disappointed that Park Lane BMW because they didn’t have backup contact for us when our primary sales was away. Overall satisfied experience. Will recommend.

Hi, I must say Mr Alvin really is a true gentleman, he looked after me so well and he explained process to me very clearly, although I only had an MOT and recall done. Being disabled he was kind enough to have my car delivered back. Mr Alvin you’re a star. Thank you so much.

Extremely poor customer service, communication almost non existent, interested in joining a company car scheme but never received any follow ups, kept having to chase up every time for months, car wasn't available for demonstration so chose similar model, again not available, chose smaller engine, yet again not available. Have given up completely now and will look elsewhere. Not sure how they operate if nothing is available.

I live about 10 minutes away in Mayfair and contacted this dealer for information on a 5 series. My questions were not answered and the salesman seemed uninterested. 3 emails later and I gave up. After coming here and reading the other recent reviews, it seems I am not alone in this service. I have friends who have bought from this garage, the service used to be outstanding..

Very friendly customer service. Mo in specific has always taken care of me. Gave me the best PCP deal on my 330i and even 2 years after he takes care of his customers ensuring the best possible customer service. Looking forward to order my g80 m3 from him.

I have received one of the worst services from the Park Lane service centre in Park Royal, specially the service team and manager, Nicki Andreopoulos and I will not be returning again.

I visited this centre as a returning customer after I purchased a BMW F80 M3. There was a noise from the rear axel and a camera error so I booked it in with Park lane Park royal.
After 3 separate bookings lasting at least a few days each they replaced a faulty camera and the differential. This process lasted longer than it should have due to the wrong camera loom ordered twice and the centre failing to diagnose the sound from the rear axel.

I took two separate senior technicians out for a test drive and they both heard the noise before I mentioned it. One of the senior technicians told me directly the best solution is to start by changing the differential oil but this was not done and service advisors kept telling me they cannot recreate the noise. I was told I meed to wait until another M3/M4 is available in their centre so they can compare the noise to see if it is normal or not!?
I was forced to offer to pay for the replacement of the differential oil as the sound was getting worse, and It was only when the technician was draining the oil that they found out the whole diff needs to be replaced due metal particles. There was a further long wait for this to be ordered from Germany.

In this process I was forced to pay towards a hire car which I received late, resulting in me delaying my trip and paying an additional night’s stay at the hotel, purchasing apple carplay again as they re-flashed the car’s firmware and deleted it, 2 curbed front alloy wheels which were like new having just been refurbished, and damage to my dct surround making it loose and noisy. A cost of over £500.00, (excluding dct surround and alloy wheel damage).

Whilst the centre had my car I was promised I will be reimbursed for the cost of the hire car and apple carplay at least, and I agreed to the work being completed on this basis, but once they completed the work I was told that Nicki the manager has refused.
I submitted a complaint to the Bmw Park Lane in writing. I received no response. After a further two letters, I received a call from Shayne Hudson at Park Royal offering me a credit of £300.00 to use with the centre, but I did not hear back from them again and no compensation was given.

I think this is poor service from Park lane’s service centre in park royal and Park lane as a group for not even al acknowledging or replying to my complaint, as per their own complaint’s procedure. I am taking the matter further.

Aaron Araein