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5.0SERVICE
4.5Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.
398 ratings and 236 comments received in the last 90 days.
03 August 2025
As before 110% service
03 August 2025
Nice and relaxing atmosphere made it an enjoyable experience , good coffee as well!!
01 August 2025
Everyone was friendly and helpful
01 August 2025
Max was extremely knowledgeable, informative and helpful; nothing was too much trouble for him to make sure I purchased the right car.
31 July 2025
Very patient walk through with the controls of my first electric car.
29 July 2025
Jake took excellent care of the whole process.
29 July 2025
Outstanding service, felt very valued as a bmw customer
27 July 2025
Great through and through. Sad that I didn't get a complementary gift though as I have with other cars and BMW.
16 July 2025
Everything went well
06 July 2025
knowledgeable and efficient
03 July 2025
Very good
03 July 2025
Fully satisfied.
03 July 2025
Cannot fault the helpful customer service
02 July 2025
The sales executive listened and valued my business
02 July 2025
As above.
26 June 2025
All done in time and all explained in deep.
25 June 2025
As above
19 June 2025
All good through the ordering process but my expectations were no where near met by an extraordinarily long lead time to take delivery of the car. Thre was c. 2 month delay beyond what was expected. I had to do all the chasing as bmw . continued belo
18 June 2025
Staff were really responsive and welcoming
11 June 2025
Very prompt service
11 June 2025
Everything was excellent
05 June 2025
Very professional service and knowledgeable. My custom felt valued.
04 June 2025
Good customer service and getting updates on the vehicle
04 June 2025
As above rather a lot of forms and squiggly signatures but overall very satisfied
03 June 2025
The whole process was smooth and well communocated throughout.
02 June 2025
Scott was brilliant throughout the whole process
30 May 2025
Scott was excellent throughout the process both on the phone and by email, and also f2f. He was very patient throughout. Even when I was sometimes very tardy with my responses to emails. Excellent service.
30 May 2025
Abigail Perry was knowledgeable and efficient. It was one of the best handovers I have had.
30 May 2025
No issues at all
25 May 2025
Sales person was fully prepared, professional and clear. No hard sell, understood my needs fully. Simplicity in todays world is rare thing and refreshing when done well.
24 May 2025
We dealt with Max Turner who took us through the whole process and explained everything very well. There were no surprises and he kept us informed while we were waiting for delivery. He was extremely helpful and easy to deal with.
20 May 2025
Very satisfied, handover was super easy and straightforward, great experience
15 May 2025
I dealt with Jake Howe who was knowledgeable, engaged, helpful and importantly all done in a relaxed/comfortable environment
10 August 2025
Efficient and friendly service
09 August 2025
Communication could be improved( l appreciate the system change)
08 August 2025
Just genuinely dissatisfied with the service provided. Taken ages to sort out a issue that isn't my fault with the camera that is faulty. Taking ages to answer my emails, just poor really considering I've been a customer for 11 years.
08 August 2025
Claire, absolutely first class through the process, and a speedy fix to the issues with my car
08 August 2025
As above
02 August 2025
As above. Had to wait 10 days for an appointment for a minor problem . Ok, as only a minor problem which did not impede reasonably safe driving.
02 August 2025
Paris looked after me at the Norwich branch and was brilliant from start to finish, always so polite and professional.
02 August 2025
They did all required whilst I waited with a coffees
01 August 2025
Not happy with service i dont blame the workers but the sistem
01 August 2025
Good, fast service. But paint code for my car no longer held, car not hoovered
01 August 2025
You charged £150 to investigate a problem, then advised that you could not fix it as a piece of your equipment was not functioning. I then took it to elsewhere and your estimate was incorrect
31 July 2025
As above
31 July 2025
Great service
30 July 2025
Everything I requested was examples and completed with a professional follow up response and call back with a progress update
30 July 2025
Happy with service,only slight downside was I could see the MOT had passed through an app I have by lunchtime so was hoping to pick the vehicle up a little bit earlier .
30 July 2025
The staff are very helpful and I am very happy with the service
30 July 2025
As above
29 July 2025
Paris is always very helpful and keeps me informed with what is going on when my car is in for a service
29 July 2025
The reception at the service desk was friendly and informative and detailed what work was necessary
29 July 2025
Same as above
29 July 2025
Car was not cleaned inside or out even though when I checked the car in to service reception I was asked if I wanted the car cleaned.......to which I responded 'yes'. There was no time pressure on the vehicle as you could have had the car all day
28 July 2025
Repair carried out quickly and complimentary health check carried out.
28 July 2025
Quick and easy drop off, nice courtesy car, friendly staff.
27 July 2025
Thorough as expected
26 July 2025
Staff were all very helpful. Work was carried out and I was given updates during the work. Drop off and collection were very smooth. Many thanks to Kyle Clarke for organising my appointment and for his amazing customer service.
26 July 2025
Car washing was terrible car dryed out leaving dry wash marks over the car half-assed job
26 July 2025
As above
25 July 2025
The wiper blades that were fitted still squeak and wobble so I'm not sure whether they were tested or not
25 July 2025
Process was efficient and staff were courteous.
24 July 2025
Car delivered at 12.30 as planned called at 15.30 to be told the car had not even been looked at and it was unlikely to be today
24 July 2025
Customer comments no difference you don't change or improve things.
24 July 2025
Staff were very helpful and pleasant
22 July 2025
same as above
22 July 2025
They are always very responsive and helpful
21 July 2025
Very good
21 July 2025
Service as I've become accustomed too.
21 July 2025
Kyle was brilliant, communicated constantly and delivered / picked up my car from my home/work
20 July 2025
A very good service to me
20 July 2025
As above
20 July 2025
excellent service
20 July 2025
Promt service
20 July 2025
Booking in was easy, staff very helpful and efficient.
19 July 2025
Efficient and friendly service.
19 July 2025
Would have been closer to a five, if the valuation was carried out as requested.
18 July 2025
I think l have already mentioned why above.
18 July 2025
Servicing appointments are easy to organise, and efficiently carried out by a good reception desk and clear time plan and costs clearly discussed. The car servicing is of a high standard.
17 July 2025
They were helpful in setting up a hire car for me with enterprise
16 July 2025
Some of the booking details weren't passed over to the service desk but good otherwise.
16 July 2025
Work efficiency is high ,good lady return your call shortly .
16 July 2025
I booked a 0930 MOT slot and said I would need to wait. 3 HOURS later my car was done.!!! Appaling customer service. if you insist on giving technicians phones to record videos please give them sufficient training on filming/ talking simultaneously
16 July 2025
Staff pleasant to deal with, great customer service
15 July 2025
see above
15 July 2025
No problems
14 July 2025
Very quick & i appreciated the washing of my car
14 July 2025
Good comms back and forth over a complex matter - Paris and Claire both good
14 July 2025
Great service as always from Kyle and Georgie on the service desk.
14 July 2025
Second to none
13 July 2025
Was notified immediately our car was brought in and phoned us the next morning with an update on what was wrong with an instant price for the work to be done
13 July 2025
Service was good, however, despite mentioning warranty when making phone appointment, and my comments when remote check in, I had to again mention that this was likely to be warranty at desk check in. Warranty did apply.
13 July 2025
Efficient friendly service
13 July 2025
Alice was tremendous. A credit to your company
12 July 2025
Nice & straight forward
11 July 2025
nothing to fault
10 July 2025
Same answer
09 July 2025
went above and beyond
09 July 2025
It was ok
09 July 2025
Good communication and service
08 July 2025
The problem was fixed to my satisfaction, and an explanation given regarding the fault and how it was rectified.
08 July 2025
Took longer than expected but we were kept updated and the whole experience was good
07 July 2025
Unorganised - when booking my service felt it was a hassle for the woman on the phone - on arriving at my date booked. - no record found - no courtesy car booked
07 July 2025
Fault not fixed
07 July 2025
See above, added to which Kyle was both courteous and attentive to my needs.
07 July 2025
Not Clear what invoice item 0000624 for £81 was for ? Also no CitNow Video - should I have received something?
07 July 2025
Excellent responsiveness to customer needs and requirements.
07 July 2025
It was all efficiently done and the team were very helpful finding the slow puncture I had in one of my tyres
07 July 2025
As mentioned above always a good experience
07 July 2025
Very helpful and attentive staff - always
06 July 2025
As previous response
06 July 2025
Good customer service
06 July 2025
The wait while the car was being worked on was longer than expected, otherwise all good.
05 July 2025
Service was great
05 July 2025
The best brand the best service the best staff
05 July 2025
It's always a pleasant experience, staff is friendly, knowledgeable and proactive, providing updates as needed or making suggestions on how to proceed..
04 July 2025
Satisfied this visit.
04 July 2025
Everything was carried out correctly and the car was ready on time
02 July 2025
Good communication Very good front of house staff Job done on time
02 July 2025
Very pleased with the quality of service, very pleased with the friendliness of the staff!
01 July 2025
Completely satisfied 100%
01 July 2025
The attention, friendliness and professionalism afforded to me by Paris within the service department was excellent. Nothing was too much trouble and she was very keen to assist me with a couple of questions that I had. A perfect ambassador for BMW.
01 July 2025
All ok bar 1 thing i was told I would get atxt/ call when my part had arrived but this didn't happen
30 June 2025
Failure to order the part despite the specific booking for recall on integrated braking system. Poor communication about when car would be available. Poor technical knowledge of service department when asked whether vehicle safe to drive.
30 June 2025
Service done efficiently
29 June 2025
Easy to drop keys off. Received detailed video of car post service and collected at a convenient time and was updated of work completed on my car.
28 June 2025
No time frame given. No communication when I left car and nobody answered when I tried to call. No communication when I sat in waiting area for over 5 hours. I had to approach service desk several times to ask what was going on.
27 June 2025
Completely satisfied with all the team
27 June 2025
Friendly staff and price more competitive than anticipated
26 June 2025
Unfortunately the recall was unable to be carried out due to not having the original screen installed (I mean, how ridiculous is that?) otherwise I would be happy to give 5 stars.
26 June 2025
Everything was fine and staff very helpful
25 June 2025
Job carried out satisfactorily
25 June 2025
Whilst on the positive side the staff were friendly and the work on the car was carried out well, on the negative side it was difficult booking the service appointment and due to being very busy I had to leave the the car with them an extra day.
25 June 2025
Outstanding service from all staff, from sales to service personal.
25 June 2025
Helpful staff and booking for service. Nice environment to wait for car to be ready.
25 June 2025
Staff and costs
25 June 2025
attended to the vehicle on time and finished as agreed.
24 June 2025
Ease if booking . Professionalism of staff.
24 June 2025
Very helpful service agent Clair.
24 June 2025
Cant fault the service, but again with the distance out of the city, not being offered a courtesy car or a lift was a real pain. My car only had an MOT, i could not book a waiting slot, they needed it all day for that. I will never do that again!
24 June 2025
Always trying to get me the best options
24 June 2025
Georgina was exceptional
24 June 2025
Came in with a puncture whilst on holiday in area. Was in and out without band appointment within 60 mins
23 June 2025
Car was clean and air conditioning working brilliantly . Good excellent service .
23 June 2025
My car was clean and the work was explained to me before leaving
23 June 2025
Very polite at the service desk, had my car washed & a health check. Very pleased my car had a health check as they found a split in the tyre, down to the cord.
23 June 2025
Shame all spark plugs were not ordered in, considering initial remote diagnostics of the fault on my car indicated an error code specific to spark plugs. This meant the team had to keep my car another day - no major issue but would have been 5 stars
23 June 2025
Professional, efficient and very well looked after by Parris.
22 June 2025
The work was completed without any issues
21 June 2025
Very satisfied
21 June 2025
The work required and requested was completed correctly
19 June 2025
Explained everything clearly and detailed
18 June 2025
everything well organised and efficient, comfortable waiting area.
18 June 2025
From beginning to end very satisfactory. Clare as always excellent.
17 June 2025
Phone calls
17 June 2025
They tried their best
16 June 2025
Very pleasant staff
16 June 2025
Everthing was straightforward
16 June 2025
Interaction with all staff was a pleasure. So professional, it gives confidence that the standards are maintained in the workshop as one would wish.
16 June 2025
They responded quickly and the required repair was booked and completed very quickly.
15 June 2025
As above, but also my experience of the parts counter and the counter staff there were exceptionally helpful.
15 June 2025
Good service, just a long wait - but I think that was just how things were on the day
14 June 2025
Corrected the incorrect assumption I made about requiring a service. Easy drop off and collection.
14 June 2025
Lady who dealt with us upon taking our car for its first service was very helpful
13 June 2025
As above plus a friendly polite members of staff .explained all procedures that I could understand, Highly commendable, How easy was it?
13 June 2025
Everything that needed doing was attended to promptly.
13 June 2025
Very satisfied but it would've been nice for my mats/door sills to have been wiped/cleaned, having been made very dirty by the shoes of whoever drove my car.
12 June 2025
Satisfied with the service and kept informed of progress.
11 June 2025
Really easy experience, everything was explained well. Paris was lovely and very professional made me feel at ease.
10 June 2025
Attention to detail was of the highest standard
10 June 2025
Encountered no problems.
10 June 2025
Car was washed and ready when the lady said it would
10 June 2025
No problems good service
10 June 2025
The Service advisor (Paris ) was excellent, but for the 3rd time with Group 1 the car not ready for the time I specified. I took the car in at 8 30 for a simple brake fluid change and asked for it to be ready by 3pm. I could not get it until 5.
09 June 2025
Car was serviced quickly and ready within a couple of hours
09 June 2025
Lovely staff
09 June 2025
Well looked after and customer service excellent
09 June 2025
As always, great service from the Norwich team
09 June 2025
Brilliant
08 June 2025
I was given top notch service
08 June 2025
As in 1 - everything done well from senior managers to reception
08 June 2025
As detailed above
08 June 2025
Fixed the interior mirror without having to have a new windscreen
06 June 2025
Efficient and quick service and always so professional
04 June 2025
Easy booking in and waiting area and kept informed all the time good wifi and coffee
04 June 2025
No issues with the service
04 June 2025
As above.
04 June 2025
Very satisfied with service experience at group 1 Norwich .Was looked after great by kyle who went out of his way to sort what i needed to be done could not ask for more.
03 June 2025
The work was completed as promised
03 June 2025
As listed above. My late partner always had BMW's and said your service dept was amazing. Maybe things have changed since joining Group 1 but I didn't share the same experience.
02 June 2025
Service went well, however complimentary vehicle clean fell a bit short.
02 June 2025
Got us back in the road fast
02 June 2025
Paris was excellent. Really helpful with every aspect
02 June 2025
As above
01 June 2025
Never did get the inspection report video as promised
01 June 2025
Everything I could expect from the whole team.
01 June 2025
The experience was a positive one because it was concise, with a very clear outcome which was less expensive than anticipated.
01 June 2025
Support provided by top salesman Jake Howe, he would be the reason why we are repeat customers
30 May 2025
Clare's customer service
29 May 2025
Great communication from Crispin & Ross.
29 May 2025
Based on my first comment
28 May 2025
GREAT SERVICE, EASY PROCESS
28 May 2025
Managed to speak to Crispin very quickly this time, and was given the details in a complete rundown. Again, very pleased.
27 May 2025
as above
27 May 2025
Great service
27 May 2025
See answer to question 1
27 May 2025
Refer to my complaint emailed on 27.05.2025
27 May 2025
At last a first class service. Thank you to all staff.
27 May 2025
Based on my recent service experience, my brake issues is not fully solved, other service was good.
26 May 2025
Everyone was lovely, but it felt quite expensive.
26 May 2025
Very satisfied
26 May 2025
Everything covered & done efficiently
25 May 2025
Quick well informed. This helped as I had a service package included. The car was cleaned. And I could wait and work.
24 May 2025
Everything that was listed to be done was carried out, hassle free
24 May 2025
Very courteous and efficient service from the time I entered the show room until I received a text message to inform me my car was ready and also a phone call from Crispin to say was car was ready.
24 May 2025
As above
23 May 2025
On the whole it was quick and efficient
22 May 2025
You were able to service your own brand of vehicle as per your own specifications. Well done.
22 May 2025
Mechanic did a great job
21 May 2025
Great service by staff.
21 May 2025
Kept up to date at every stage.
21 May 2025
Service itself and staff were excellent. See comments above
21 May 2025
See above.
21 May 2025
Got what I wanted, quickly and easily.
20 May 2025
Happy with outcome.
20 May 2025
Lovely people
19 May 2025
As above excellent
19 May 2025
The service was completed sooner than I expected - which was excellent. Dash cam had not been reinstalled. I really dislike organisations which more or less tell you to answer with 9 or 10 ratings. You clearly don't want fully truthful answers.
19 May 2025
Was very satisfied with the service overall experience, but will need to return as the issue while it's was fixed to a certain extent still can hear some noise from the same place..this is nothing to do with the approach or service overall hence 5??
19 May 2025
Car was stuck on the ramp for an hour but car lent to me to help me out.
19 May 2025
The works were completed properly as requested
18 May 2025
My only negative is that I didn't get my car cleaned as part of my service which I would expect, especially as it was a major service.
18 May 2025
Very satisfied, excellent communication and support
18 May 2025
work done well and some follow up issues cleared promptly. would have liked to have a drop off / pick up service when leaving the car and picking it up.
17 May 2025
Like I said before, very friendly and helpful staff.
03 August 2025
Very satisfied. Great service and friendly staff.