Berry Thames Ditton BMW Avis 

Every contact with Berry Thames Ditton Mini was painful, disorganised, unnecessary and difficult. From the original sales meeting which was on the back of an ‘offer’ weekend where there were no offers. To the handover at the wrong time with the wrong people and the wrong information. Everything including the final spec, drive away insurance and the after care. All really bad. Would recommend avoiding using Berry at all costs since they are just very very poor at looking after the customer.

I recently bought a used car from this dealership. I can’t speak for the others, but James Hunter was amazing. He was not pushy in the slightest and made the process or part exchanging/ buying really stress free. Brilliant aftercare service as well with any questions I had on the car.

From my personal experience, I would highly recommend buying from this dealership and if you get James, you’ve done well.

Booked car in to get a fault diagnosed. £150 they said to diagnose. By the end of the day they had the car the (unauthorised) bill had reached £1000 and the car still wasn’t fixed. This included tyre and brake checks I hadn’t asked for as well as various parts replaced that didn’t fix the fault. Nobody called to discuss until after the bill had been incurred. Summary: the much-advertised genius diagnostics don’t work, they ignore the customer but ratchet up your bill whilst they guess what the fault might be. And then they tell you to collect it and let them know if the problem has actually been fixed. Can’t decide if cowboys or gangsters. Either ways, not going there again.

I called today to book my car in for a service and MOT . Have previously used your services which I found very professional. My first call today, I spoke to a gentleman named Michael, who appeared very helpful, unfortunately the call was cut off.I phoned straight back, this time a female answered, I found her manner not at all customer friendly. Very very direct, no simple apology for being cut off.

Paul Weir best salesperson I have ever dealt with.
Fantastic and personal experience.

Had a Appointment with Michael very good service and got things done quickly and helped a lot and good customer service throughout

The sales person (Lucy Donnelly) who I was dealing with was great. She was very patient and informative. She helped me to make a good decision regarding the model of the car and finance options.

From the moment we walked into the showroom we felt welcomed, Lucy is amazing at her job and is polite, friendly and really knows her stuff I would definitely use you again and recommend Berry Thames Ditton BMW .

Poor customer service
I left my car and hoping for better service and quality , but my time has been wasted and I have to pay double for what I have been quoted in the first time .
Really disappointed and frustrated with the situation and service.

Bought used car from here. Great experience. Very knowledgeable salesman, James. Not pushy at all, felt very at ease with him telling us all about the car and the part exchange. Would definitely recommend using Berry Thames Ditton

In 30 years of car ownership this 'dealership' ranks as one, if not, the worst i have experienced. The whole customer journey was diabolical. Communication was dire, with me chasing constantly, if any beggar answered the phone. I was lucky if 20% of calls were actually answered let alone being able to speak to anyone who could help. Don't bother with emails; never responded to or even read. Collection dates moved several times due to 'workshop issues' and it took nearly a month to get the car. When it was collected it was in a right state. It was covered in swirls and these morons had ceramic coated over them along with numerous scratches and polish residue! One of the doors had been repainted by Berry's and it's shocking - completely orange peeled. I viewed the car inside and failed to see the poor paintwork due to the light conditions. Clearly this was not an accident by the salesman. I, stupidly, trusted that a main dealer would not operate in this way - how wrong was I. It's going to cost a packet to get the paint corrected. My fault for not having it moved outside. The inside was dirty and it was clear their valet service was the equivalent of £5 back street car wash. I spent £50k cash and got Poundland service. These cowboys make the appalling JLR service look good, and i never thought I'd see that. Edit - 3 months after accepting my part ex i get a letter stating these useless lazy lot have not even bothered to notify DVLA of it. These lot really are a complete joke!

I don't think they understand what service means.

Multiple problems over the space of 2 years, we have decided to go elsewhere and we'll never buy another BMW again.

Examples Of The Problems.

1. Car booked-in to fix an oil leak so parts had to be ordered up - we took the car in and found out at the end of the day the parts hadn't been ordered! so the car had to go back in again. Originally the staff member blamed a faulty new part but one of the other staff members let it slip the part hadn't been ordered.

2. Booked the car in for a services over the phone only to receive an en email 5 days later telling us "we are unable to fulfil this due to a high volume of requests for this date" mistakes happen but we've had this problem before.

3. Picked up the car from a service to find the adblue light on - did they really do a service ?

4. Also had problems with staff calling back.

Poor, shoddy service. Stay clear to avoid disappointment.

Poor work carried out in Bodyshop
Unable to provide consistent valuation on car when bring asked for a value to sell back to them. Then stated that had provided a evaluation on vehicle, not a value that would buy back. Generally patronising in explaining to customers. Poor at responding to call backs.

The worst customer service I have ever experienced!
I had a no fault accident and the car was allocated to this branch for service, It took so long, they never contacted even once during the works and I had to chase them several times. But the worst was that they said it's ready, I went there on Saturday and after over an hour of wait, I was too the car is not cleaned! So I had to take the morning off today to go again, and this time I realised they had damaged the little back light!
They were not even apologetic, but very rude, and the manager called Chuch treated me as if I was lying! The car was still dirty, and when I asked, they said we don't do a valet, only in and out! But the inside is full of dust! Obviously they haven't cleaned inside at all! And now I have to go back AGAIN for the light they damaged!

Avoid this place as It's the worst BMW branch you can get!

We ordered a new ix in early 2022 with several upgrade options including an immersive sound system. They didn’t notify us our chosen option was not available due to shortage of chips but instead covering it and giving us some unwanted upgrade options without our consent. We only find it out until the day we got our car in the end of November 2022. It’s ridiculously dishonest. I can’t imagine such malpractice can happen in this country. It’s a total disgrace!

Ashley and the entire support team not forgetting the parking crew made my whole visit an entire pleasure. Such a rare treat to engage with such professionalism and the entire team should be applauded.

Terrible customer service. Leave a perfect car in their care for warranty work. Pick up a damaged care which they deny responsibility for. Shocking bad company. Avoid.

Great service buying a car from them. Would use again

I was dealt with by Ashley Duncan on the service team.
My car was in on a recall and a faults were spotted. I was contacted promptly by Ashley to discuss the faults found, there was no hard sell, just good old fashioned customer service and quality advice. Based on the professional service I received I had the work done at Berry.
I am happy with the overall service provided and thank you Ashley.

They claimed that I had to pay for service despite having maintenance and service paid for. They have accepted their error (improper charging) but have not refunded, several weeks later. Very unprofessional and unresponsive branch. They do not deserve the BMW badge in my humble opinion. Avoid at all costs.