Sytner Group - Sytner Cardiff BMW Avis 

Tried to amend a service booking.

Called the number and had to deal with the robot. Left messages. No call backs received.

Used the WhatsApp option. One response and nothing else.

It’s safe to say that Sytner has the most abysmal customer care that I have come across.

For a dealer of a premium brand their customer service is absolutely abysmal.

Fast and efficient service which was appreciated as I don't live locally and had to wait.

Informed advise on car repair needs. Condition video and commentary. Car wash and vaccum.

Horrendous service and support once you have purchased the car and they have your money.

If you’re considering buying a car from this place seriously reconsider- you will regret it.

Arrival procedure is slick & the Uber service to get home & back was good. On booking in, my app wouldn't let me book online & said to call; so on calling you can't actually speak to anyone - it's automated. The issue then was the automated message said someone would call me to confirm my booking - but 3 days later, no-one actually had. On calling back they seemed surprised by my call & didn't seem aware of the callback requirement. All-in-all the process left me feeling a little uncertain as to what was happening & if I was actually booked in or not.

Richard Thomas was exceptionally knowledgeable about the car and helped us to understand the controls apps etc.I would say it’s one of the best handovers we have had dealing with BMW. The rest of the team Edward and Rodri were brilliant.

Excellent job carried out by body shop team. Immaculate. Car wash also appreciated. Jessica also very helpful and professional. Reception team also exemplary with coffee on hand while you wait. Excellent customer service, thank you.

The service provided by Sytner was brilliant. All the staff I met from being greated in the car park, to receptionists, to Adam who managed my cars service, were all friendly and professional. I was kept informed of everything going on from the point I booked my service, to a few days before and throughout the day of the service. I also had some requests which were taken care of without any hassle. This isn't my first service with Sytner and they've provided a brilliant service every time so will return when I need another service.

I just had my first service done with sytner and they mentioned both front wheels have dangerous defects need replacing took all day for fix payed for two new front tyres disappointingly they said the same company as rear tyres not stocked instead will replace it with other company tyres and the front tyre went completely flat in 4 days . I had to call breakdown and they said seal / valve was not proper fix and the tyres used are cheap and not tubeless I was shocked with this just after 4 days of service terrible experience after spending decent money on service with sytner

From start to finsih the communication and speed of the purchasing and delivery of my new car was faultless, the staff could not do enough, in answering questions and giving usful information about the vehicle

Helpful staff. Nice place to wait and good coffee.

From start to finish it was a pleasant experience. The salesman was polite and friendly. I didn’t feel at all pressured.
I would recommend Sytner Cardiff to anyone.

I took my car for oil service. Alison was dealing with my car
I was dealt with efficiently and professionally. All explained to me by way of video from the technician and Alison’s call explaining the details and what was required. I was very happy with my experience.

Great service, first class customer care - cannot fault them!

Exceptional service notwithstanding this was a recall. Not only wasit completed quickly and effeciently but the car was returned washed and cleaned and with a thorough checklist of its mechanical state which was way above and beyond what i expected but very much apreciated. All the staff i dealt with were polite, knowledhgable and enthuisiastic. Strongly trecommend.

Made a recall to my car easy, quick service.

The cardiff branch is Horrendous. Firstly never book anything with them until after they health check your vehicle... book it for a health check then give permission for sevices etc. 2025 service... they serviced my vehicle and then notified me that the diff was leaking and if I didnt get if fixed immediately there would be catastrophic damage. I was driving to London from Cardiff for a holiday the following month so got it fixed immediately to then discover a few weeks later during its MOT that the diff was still leaking. That's how bothered they were by causing catastrophic damage that they failed to repair it appropriately.
Roll on 2026 they service my car and this time hit me with cracked alloys to which they still performed a service even though a service was no longer fit for purpose. They have zero customer service skills and after paying them a whopping £1067 my car is still un-drivable.
Im putting my consumer rights in to act because I dont believe they should be servicing vehicles they find unfit to drive... what a waste of money and a sales technique. I need new valves... £80 each plus £100 each for a battery to go with them . If it wasn't so funny id cry. Also given how far I have to go to get there I hire a car... always beautiful cars unfortunately this time the car they gave me was filthy and covered in bird mess, you could barely see out the windscreen for fly residue... disgusting to drive. That's how they value myself and id like to think its not just me that literally have no respect for. Don't message me with " as a valued customer " BS and then treat me less than. The people working there aren't particularly pleasant. I feel like riff raff walking through their doors. Before you drop them the keys their checking wheel alignment... £120 for tracking and theyve not even been given the keys yet. Finally recalls ! I've had several since owning this car.

Edit... 27th Sept
Im still having issues with them involving leaking valves. Im in contact with Keith Farrel and have put my consumer rights in to act. So since July I've managed to get at most 500 miles out of my convertible due to the tires not staying up.
Anyone else got ridiculously corroded alloys ?

Very helpful staff and efficient service. They helped me to understand some of the systems in the car that I had been struggling to navigate. Many thanks to the team and Adam who was my designated contact.

Always friendly and knowledgeable.
Kept informed at regular intervals
Glad to report problem solved

Absolutely perfect service, very polite and friendly staff, very nice showroom. Every little detail catered for by them. Alison, Bethan, Richard and Ann Marie were totally awesome.