Berry Heathrow BMW Avis 197

We are extremely disappointed with our experience regarding our 2018 BMW Plug-in Hybrid and the level of support received from BMW.

We purchased the vehicle through BMW Approved Used approximately four years ago, with the expectation that a premium and reputable manufacturer would stand behind the quality and longevity of its vehicles. The car is only 8 years old, has covered just 58,000 miles, and has been well maintained.

Unfortunately, we have now been informed that the vehicle has suffered a significant EKK fault, with repair costs quoted at approximately £10,000. Without proceeding with repairs, we have effectively been told the car is economically unviable — something we never anticipated for a BMW of this age and mileage.

What has made this particularly difficult to accept is that, during discussions, it was acknowledged that issues of this nature have been documented with hybrid vehicles. Despite this, and despite the relatively low mileage and age of the car, BMW have not been willing to offer goodwill support or assistance outside of the hybrid warranty period, which expired after 6 years.

We fully appreciate warranties have limits; however, we expected greater support from a prestige manufacturer when faced with a major fault of this scale on a relatively modern vehicle. As loyal customers, we feel disappointed that no responsibility or meaningful assistance has been offered for what appears to be a serious and costly issue.

Our experience has unfortunately left us questioning the long-term durability of BMW hybrid vehicles and the level of aftercare provided once warranties expire. We had always associated BMW with quality, reliability, and strong customer service, which makes this outcome all the more disappointing.

Great service from Stuart Rolfe and BMW Berry Heathrow with my bmw 223 X drive. A great guy to deal with kept me totally up to date in a very professional way and the team delivered my new car perfectly to the North of England. Well done Stuart and thank you very much.

Where do I start?

I wasn’t even seriously planning to buy at first- I was just browsing the website for a car I liked. One listing caught my eye, but it didn’t have any photos, so I requested a video, not really expecting a response.

To my surprise, Ali Syed got in touch and sent me a full video tour of the car. Honestly, the way he presented it and explained everything completely sold me. I ended up putting down a deposit straight away and arranged a visit to the showroom for a test drive.

When I arrived, it was already past closing time, but Ali and his manager were incredibly patient and took the time to walk me through everything and complete all the paperwork without rushing.

If you’re lucky enough to deal with Ali, you’ll be in great hands—he genuinely looks after his customers and goes the extra mile.

Thank you, Ali, for all your time and effort in helping me get my dream car!

everyone was super nice and helpful, answered every question with loads of patience and kindness. ayub delivered top class customer service and made me feel really valued as a customer from start to finish. made the whole experience seamless for me as someone who is not super knowledgeable about cars. 10/10.

1st class service
Also competitive pricing

I have owned and operated a local garage for over 20 years, and Berry’s BMW have been supplying BMW parts to me throughout that time.

The current trade parts team are fantastic — they always, and I genuinely mean always, return messages, which is something that really sets them apart.

A special thanks to Lee, who consistently goes out of his way to collect parts for credit and ensures the whole process is quick and hassle-free for us.

Great work, and many thanks.

Paul
Mortlake Garage

Representative was very well informed about the car we wanted and gave us a lot of details

The problem was identified and fixed. The service contact, Tyrone, was understanding of the history of the problem and gave an appropriate discount. Thank you

Avoid
All went wrong ,
Berry confirmed by email who's name the car would be registered in , that was untrue , suddenly it was Alphabets name instead of ours , conveniently forgot we had paid £1000.00 deposit , which had not been deducted on the invoice , or the agreement , it wasn't until we raised this issue , that surprisingly, a refund was mentioned !
Edward described the colour Polarised Grey, of the Neue Klasse model as dark grey , it's a shade of blue !
Attention to detail is nil , must have a book of excuses for this dealership , rang , never returned the call , had to contact BMW directly , then they responded .
a shambles , very stressful - very disappointed , avoid !

Excellent customer care, politeness by Ryan. Knowledgeable and patient.

Just had my car repaired From Berry Heathrow cant prasie them enough they are amazing , had a minor accident in which my front bumper came off and other danages to the front of my car

Aviva insurance had initially collected my car and Solus Garage Leatherhead told me my car was not repairable and while they had my car they stripped parts off my car , finaly i took my car back from them in a much worse condition then i gave them , i Contacted Sally Hurst at Berry Heathrow who was very kind and helpful and booked my car in for repairs

David Mills at BMW Berry Heathrow was extremly helpfull , i met David Mills and Sally Hurst and they showed me the condition of the car in which they had received it in , David explained to me what all needed to be done to get my car back to its original condition , my car was repaired perfectly just the way i had my car originally i cant thank David and Sally enough for the amazing Job , David was amazing he salvaged some parts from my original bumper and helped in bringing my cost down to which i am very very greatfull

I will reccomend everyone to come to BERRY BMW HEATHROW for anything related to your BMW they are Amazing , Honest , Trustworthy , Reliable great people thank You

Had a full service and MOT in 11th December 2025. A warning message appeared on the dash for a low engine oil level. Have driven not more than 1400 miles since the service.

When I did the service, one receptionist was quiet unfriendly as if I was a troublemaker instead of a customer.

Ayup has been excellent throughout my used car purchase. Great communication and attention to detail, making the experience as straight forward as it can be.

I’d like to thank Sally for her excellent support during the recent repair of my car. She handled everything efficiently and professionally, kept me well informed throughout, and was always welcoming and responsive to my requests. I also really appreciated having a loan car available during the repair period, which made things much easier during a busy school term.

Excellent customer service. Edward was very knowledgeable about the BMW SUV range and we were able to try a variety of options and have an extended test drive. We ultimately ordered a model that was introduced to us in the showroom and travelling the extra distance to this dealership was well worth it.

Absolute disgrace.I booked my car 2 month in advance 4 a recall They then massaged me saying that the part is not in stock and I'll have to reschedule absolute waste of my time. Totally, don't recommend them

Even though I was happy with the work that was carried out at Berry BMW Heathrow. And received a video explaining what work was to be done which included a visual health check. But, twice I asked for a valuation of my car. Never got one. Also, I asked them, "not to wash my car" They still did. Bit disappointed!!!

Agreed a price and specification On a new BMW i4. Paid a deposit of £1000. The very next day the rep sent me an email that the specification was now much less than agreed and he still wanted me to proceed. I’m not happy with the bait and switch tactics after taking my money. It’s now 2 weeks after paying the £1000 pounds and I have not received the money back. How bad is that????

Buying an approved used (6 months) car. The service provided by Edward was excellent. Very professional, knowledgeable and polite. i am delighted