Berry Heathrow BMW Avis 

Appalling Experience and a Serious Warning to Future Buyers

I purchased a BMW Approved Used vehicle from BMW Berry Heathrow in March 2025, and it was one of the worst experiences I’ve ever had with any dealership.

Within just 1.5 weeks of ownership, the car suffered multiple serious mechanical failures:

A damaged coolant system (confirmed by BMW Group One Reading to be a pre-existing issue)

A completely non-functioning windscreen washer system, which is an MOT failure, making the car not road legal

Multiple missing undercarriage fixings, identified by both BMW Reading and Heathrow

These faults were not picked up in the “BMW Approved Used” inspection and contradict the promised “meticulous checks carried out by qualified BMW Technicians.” When I saw the original inspection paperwork from Berry Heathrow, it falsely stated that all systems were working, despite me phoning days after purchase to say the washers didn’t work.

When I attempted to reject the car (which I am legally entitled to under the Consumer Rights Act), I was told by senior staff, including the Used Car Sales Manager, that I was not entitled to a refund, a complete misrepresentation of the law. Only after escalating repeatedly was the car eventually accepted back.

I then spent weeks chasing refunds for GAP insurance that I was misadvised about, and I had to personally settle a £408.66 hire car bill after being left without a vehicle due to BMW’s delays.

Worse still, staff across multiple BMW branches (Heathrow, Reading, Farnborough) passed the issue around, showing no internal coordination or accountability. I had to act as the go-between, contacting Enterprise myself, chasing emails, and dealing with multiple people giving contradictory information.

When I raised a formal complaint to BMW UK, I was met with a slow and dismissive response. They have since tried to close the case without addressing the core issues, including being sold a vehicle that was not road legal, misled on my consumer rights, and misrepresented inspection documentation. One staff member even looked me up on LinkedIn during the complaint process, which I found unprofessional and inappropriate.

To make matters worse, the same faulty car has now been relisted for sale by BMW Berry Heathrow, the exact same vehicle (Reg Plate: LB20WTM), despite proof from a BMW garage that it was not road legal when it was sold to me.

This experience has caused me financial loss, stress, and a complete loss of faith in the BMW brand. I’d strongly advise any prospective buyer to think very carefully before placing their trust in BMW Berry Heathrow.

Excellent people to deal with ! A fair part exchange and price if the car I bought - couldn’t be more satisfied

I recently had the pleasure of working with Edwardat BMW, and I couldn’t be more satisfied with the experience. From the moment I walked into the showroom, he made me feel welcome and valued. He was extremely knowledgeable about the vehicles, answered all my questions patiently, and never made me feel pressured.

What stood out most was Edwardhonesty, professionalism, and genuine care in helping me find the right car for my needs. The entire process from test driving to paperwork was smooth and stress-free. [Salesman’s Name] went above and beyond to make sure everything was perfect, even after the sale was complete.

I highly recommend Salesman’s Edward to anyone looking for a premium car-buying experience. Thank you for making this such a positive and memorable journey!

Great customer service. I came in for a test drive. Ed was very helpful and knowledgeable. Good selection of cars. Nice showroom. Worth leaving at least 1.5 hours for the visit as it takes a while to go through all the paperwork and part exchange valuation.

Extremely disappointed with BMW Berry Heathrow.
Bought a second-hand BMW i7 (over £60,000) and was promised scratch repairs and new tyres — none of which were properly delivered. I had to return the car three times, each time being told it would be fixed, and every time I got the car back, it was still dirty and the scratches were still there. The staff repeatedly gave empty promises, and even the manager admitted some scratches were never touched.

This is far from the premium service BMW claims to offer. Poor communication, no accountability, and a complete lack of care after the sale. If you value your time, money, and a professional experience — avoid this dealership.

Bought a car (part exchange) last week. Paperwork a bit daunting but the sales person was very helpful and everything went smoothly.

My husband and I visited BMW showroom in Heathrow for the first time. We were met with an attentive, caring and professional sales person Reza Darwishpoor. From the outset Reza understood our needs, was patient in exploring different options with us to build our dream car. Our experience was taken to another level with the support of manager Keith Cullen who took the time out to meet us with smiles and provide the personalised experience. Both Reza and Keith went above and beyond for us despite it approaching to the showroom closing time. We didn’t feel rush and everything was explained in the most transparent way. We initially were just going into browse and walked out with placing our first order for our BMW. This wouldn’t have been possible without Reza and his manager Keith. A massive thank you to you both for providing us with an exceptional experience and we looking forward to not only our car arriving but placing many more friends and family orders with yourself.

Very smooth and excellent to deal with

Alexandru Dumitru was very helpful also all sales man involved was helpful, I came in to the dealership few weeks ago spent a couple hours in there, could not get to finalise a deal, but a few weeks later I wasn't forgotten about and got an email to say they could meet my opinions and yesterday we done the deal and now waiting on a new car. Thanks all involved.

Outstanding service from Edward de Winton. He looked after us from the moment we entered the showroom through to placing an order for a new vehicle.
Edward is a credit to Berry BMW and should be congratulated on the great job he does. Will definitely be recommending him to friends and family for future purchases.

Great service and knowledge from the used car sales staff

I had the absolute pleasure of meeting with Ariana Dumitrescu at BMW Heathrow, and I can confidently say that she exceeded all expectations. Ariana's extensive knowledge is truly remarkable—she is a wealth of information and explained everything with such clarity and precision that it made my decision-making process seamless.
Her commitment to providing exceptional service is evident in every aspect of her work. She was attentive, efficient, and made me feel like a valued customer throughout the entire experience. Ariana also demonstrated unparalleled respect and professionalism, creating an environment that was both welcoming and reassuring.
It’s rare to encounter someone who is so dedicated to delivering excellence at every turn. I cannot recommend Ariana enough—she is an asset to the BMW Heathrow team, and anyone who has the opportunity to work with her is in for a fantastic experience. Thank you, Ariana, for setting such a high standard!
You helped me with my purchase and I'm really excited for the day my BMW arrives.
Kally

Sammee was absolutely AMAZING! I honestly can’t give him enough credit. I work Monday-Friday and he managed to get my order placed via email. It was a lot of back and forth as I was indecisive about what I want and what’s within budget for me. Sammee was patient and offered me an amazing deal that suited me. Thanks again Sammee!

Very helpful and made it an easy transaction. Great communication from Alex and would highly recommend him and the dealer group for any further purchase.

Awful experience on Friday. I had explained by email that I wanted to change cars in order to reduce outgoings as I've just retired. I explained what another company had offered for my M4 and also said if they couldn't match it then no deal. I spent 2 hours up there. They concocted a plan for the new car despite me saying that i wasnted no extras and no finance deal (I would pay cash if needed for any difference) which included ceramic paint protection, insurance for wheels, tyres, dents and gap insurance. My aim was cost to change £0. They presented me with a PCP, cost to change £16k+. They are nothing but dealer sharks. At best they don't listen. This would have been my 19th bmw purchase and I drive M cars so I know how the system works. Ella was the sales person. The finance guy - didn't catch his name. Dreadful experience so never ever again. I walked away with my keys and they lost selling their car and the potential to sell mine. Awful Awful Awful.

From initial enquiry to driving away from the forecourt, Edward and Marc gave me exemplary service and attention while buying my used BMW.

This is a worst car dealership ever i paid the deposit for the car they sold to someone else,1 car they sold to two people

Had a great experience with Alpesh Patel during my BMW service. He was super knowledgeable, answered all my questions patiently and made the whole process smooth and stress-free.

What impressed me even more is that he never even asked for a review—I’m writing this because the service was genuinely that good. Hands down the best customer service I’ve ever received. Highly recommend!

Great service by whole team especially Keith & Salman for Getting me the new car sorted.

Easy process. Salesman was very clear on all aspects of deal.