Sytner Group - Sytner Cardiff BMW Avis 

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.

Excellent greeting at reception, felt a valued customer. Sales by Mark and the finance gentleman were excellent. Plenty of time spent with us, we were not rushed and time to ask questions. Fabulous service.

It was nice, sorry, better than nice to be treated so pleasantly. The receptionists, particularly Alison, were very helpful, and ensured my interaction with you went well.
Thank you.

Work was carried out promptly and I was kept informed throughout. Staff were courteous and very helpful.

Overall, I was left with mixed feelings about my experience.

What I appreciated most was that the service center proactively contacted me after my car sent a notification that maintenance was due. Without that call, I probably would have kept putting it off for quite a while, so this was genuinely helpful and a great example of customer care.

The service itself was completed smoothly. I can’t personally verify the quality of the work, but I trust BMW’s technicians and have no reason to doubt that everything was done properly. I left my car for the entire day, and the service center arranged a taxi to take me to work and then back to collect the vehicle in the evening. That level of convenience is exactly what I would expect from a premium brand like BMW.

However, there were several things that left me disappointed.

During my initial conversation, I was told that the cost could be split into six instalments. When it came time to pay, I found out that only three instalments were available for my invoice amount, while six were only possible above a certain threshold. Later, when I discussed this with a manager, I was told that the team does not actually know in advance how many instalments will be offered. This kind of inconsistency does not inspire confidence and comes across as either poor communication or a willingness to tell customers what they want to hear.

I was also surprised that my car was not washed during its full day at the service center. I was offered the option to come back on another day for a complimentary wash, but making a separate trip out of town just for that was not practical. It feels like this could have been done at some point during the day.

Finally, a small and somewhat silly detail, but still an irritating one: somehow the clock in my car ended up being eight minutes off after the service. It is a minor issue, but details like this do affect the overall impression.

So while there were several aspects of the experience that I genuinely appreciated, there were also enough inconsistencies and small frustrations to leave me with mixed feelings. For a brand with BMW’s reputation, I believe the overall customer experience could be more polished and consistent.

I found the Customer service second to none. It was easy to book my MOT over the telephone with reminders sent nearer the date. The MOT was done on the day within the time specified. The staff were very friendly and knowledgeable. The free vehicle health check was an added bonus.

No problem dropping my car off and excellent communication throughout re service and pick up time.
Staff were very helpful and friendly, as always at Sytner.
It was lovely to find my car had been valeted and washed on return - looked like new!
Price of service, although thorough, I feel could be more competitive. My only negative.

Problem I had was solved but the car was in for 5 days for what only took an hour

Excellent service and speedy work.

Great customer service- everything was done quickly and efficiently

Great service and attention to detail

Always well looked after at this Dealers from update on car to a coffee on arrival

I am very disappointed with both the dealership experience and the value-add product that was sold to me. The dealership came across as extremely unfriendly once the sale had been completed, despite being very attentive when trying to sell additional products.
At the time of purchase, we were persuaded by Sytner Cardiff to buy the EMAC bodywork damage protection at what I now consider to be an excessive price. We were told that if we got a dent, chip or scratch anywhere on the car, it would be covered, provided the damage was under 30cm. As we had experienced a few small dings with our previous car, we believed this protection would be worthwhile.
We were also told that a technician would come to our home with the necessary equipment and repair any qualifying damage. Based on what we were told by the salesperson, we felt reassured and went ahead with the policy.
Unfortunately, I later opened the tailgate in a shopping centre car park where the roof was too low, causing the boot lid to make contact with it. This resulted in a very small scratch of around 1cm, but it had chipped the lacquer and paint. I assumed this would be exactly the kind of minor issue the policy was intended to cover.
However, when I made a claim, I discovered that the boot, roof and bonnet were not covered except for 'minor scratches'. I was told that because the damage would require paintwork, it was not covered under the plan. This was completely at odds with my understanding of what had been sold to us.
So far, neither Sytner nor EMAC has provided a clear explanation of what they define as a “minor scratch”. I have received messages from EMAC stating that the damage is “too large for a touch in and cannot be polished out” and that “this would require a paint repair which we do not cover under our plans”. No one appears willing to give a proper response or take responsibility.
In my opinion, this product was mis-sold. We were clearly led to believe that any damage under 30cm would be covered, but in reality the exclusions seem to make the policy far more limited than we were told. It now appears that only certain areas, such as alloy wheels, doors and wings, may be covered, and even then only if the damage does not require paintwork.
Overall, I feel let down by the dealership and by the product. I trusted the explanation given at the point of sale, but the reality has been very different. I would strongly advise anyone considering this type of protection to read every detail of the policy carefully before agreeing to purchase it.

This is our 2nd purchase from Cardiff Sytner.
Mark James sold us both cars and he was professional and knowledgeable from the minute we walked through the door.
We added several extras and Mark helped us put this together.
Ed in Finance also explained clearly all the finance payments after we had advised on what deposit we were going to put down and what we were offered for our 1st car.
Everything was made very clear with no hidden extras etc..

Your phone system is a customer service killer. Having to answer the options only to find that no-one answers, and to go online is frustrating. Dialling Mini Sytner, only to be routed to BMW Sytner is a classic even though BMW will transfer but then the line drops. On the positive side, the lady on service in Sytner Mini is efficient, professional, and always rings you back!

Polite reception and prompt response to my needs. Nice coffee too.

BMW in Cardiff have always been extremely helpful and courteous when ever I bring a car in and I’ve been a client for over a decade. Alison Williams who looked after me this time went the extra mile noting I needed an MOT, organising bringing my full service forward for my convenience and ensuring all was done within the time I had available. She was wonderful- thank you

From start to finish great service.

Super service, Alison kept me informed throughout the day. Car was ready on time and also cleaned inside and out.