Sytner Group - Sytner Oldbury BMW Avis 

Excellent Customer Service. All Required Work Carried Out As Required, Car Ready For Collection On The Same Day.

Bad experience very disappointed, never expected that from BMW as a loyal customer specially when I had 6 cars in 5 years. I have new X3 in August 2025, after 3 months in December 2025 the ambient light disappeared, I was able to book for service in Sytner BMW Oldbury on the 17th of Feb 2026, the car was not fixed until 25 March 2026. I have been asked to pick up the UNFIXED car on 24 Feb 2026 because the service wanted back the courtesy car . I have raised this issue with BMW customer service Complaint reference No. 09036889. Up to date I did not receive clear answers about my complaint.
Is this how BMW deals with a loyal customer ????

My car was booked into Sytner oldbury on 16th March under an extended warranty as it had a fault appear on the dashboard. I was told they needed to order a part so it had to stay there, not a problem as I wasn’t at work until Thursday so didn’t need it until then but it was imperative I had it back as I had my customers prams to take to my shop on Thursday. I was kindly left a 330e on Monday evening but didn’t use it as I wasn’t at work but again told them I needed my car back Wednesday night for Thursday because the one they left was too small, pram boxes are large hence why I have an X3 I was told by a service team member on Tuesday that it would definitely be back on Wednesday evening . I waited and waited and it never arrived I had no call Wednesday informing me of problems or delays. I had to go in the 330e to work on Thursday and explain to my pregnant customer that her pram wasn’t here so it affected my business and caused my customer inconvenience too! It was returned Thursday evening at 6.30pm I was left no paper work no invoice nothing showing me what had been done or what was wrong and the next morning upon starting my car the fault was still showing. I immediately called to be told I would be called back that was 20th March 10 days ago I have called several times, I have emailed several times ,I have complained to BMW Uk customer services several times this morning I spoke to BMW finance to report the fact sytner have left me with a car that has a fault they failed to repair and still I haven’t had a phone call a text or a reply to my emails . I’m at the end of my agreement so need to decide now if I want to keep the car hand it back or upgrade,I was going to keep it but feel that the car is faulty so I risk taking on more issues,if I hand it back I hand back a car that’s only done 17k miles in 4 years so is relatively new so they benefit and I don’t want to tie myself up to another 4 year agreement as I’m retiring next year. Sytner know this and I feel that they have made their money out of me from the 3 brand new cars I’ve had from them over the last 12 years so they can drag their feet and ignore me. I’m at a total loss as what to do next
I will certainly never recommend anyone to use the service centre at Sytner oldbury it’s been a shocking experience and tainted all the great experiences I have had with the sales team over the years. It’s just a shame that I’ve been treated this way because I’ll never use them again
I have claimed on my warranty and paid the £250 excess so look forward to receiving a refund so I can take it to a dealership that knows what’s it’s doing and knows how to treat its loyal customers
You should be ashamed of yourselves Sytner Oldbury

Dismal experience from start to finish; not even know where to start it’s just chaos, disorganised and lack of appreciation for customer’s time and acceptable waiting time
Was asked to bring my car at 9am and if I wait can be finished by 2
Brought car at 9 waited for 40 minutes before I hade to get up and remind the customer coordinator that might car hadn’t been checked in yet and if that was normal procedure so she apologised and rushed to check my car in
After that I had to wait for 6.5 hours for my car to be finished?!!!! My car was finished at 3.30pm…. Imagine waiting for 6.5 hours on a Saturday for car service and MOT
They offered complementary valet and I can see that they rushed my car so much they didn’t even clean the car properly from the inside surfaces left dusty, dirty not even touched nor wiped off
And all that awful disgusting service when I hade to pay £ 750 for that dismal disgusting unforgettable experience
Absolutely unforgettable negative experience that left me exhausted mentally and frustrated and I can see the majority of customers on that day were also complaining and the answer we were given from the customer coordinators was worst answer you can expect form a BMW franchise dealership; ahhhh we were expecting 20 card today but we received 30! I think that answer was so disrespectful and showed the values of that company! Greed over quality
I’m seriously worried regarding the quality of the service they carried out on my car considering the high cost! As I can see they were rushing to just finish it! They even normally sent me a vehicle visual inspection video! Didn’t even bother this time
Such a shameful deterioration in standards of Service!

This is the third of my one star ratings to do with the same running issues.

My car was needing to be booked in for-
- damage repairs they caused whilst rectifying a warranty repair in November (2 visits ago in November) with a courtesy car being provided. They failed to deal with this on the last visit in December.
- Resetting the service counter as when they completed the oil service 2 visits ago they, in error, reset the next oil service to being required in 7,000 miles.
- MOT
- The request for documentation from 2 visits ago was also still outstanding

18/02/26- I emailed OLIVER H (duty manager) requesting my car was booked in provided the relevant history. I provided my availability (any morning except 13/3/26), notified him that the MOT was due 23/03/26.

23/02/26- I emailed OLIVER H (duty manager) again as there had been no contact

04/03/26- Still no contact from OLIVER H (duty manager) and so I emailed again and notified him I had booked a waiting appointment solely for my MOT (as it was due 23/3/26 and I hadn’t heard from him), however, the other aspects needed dealing with still. (I had booked this for 12th March.) I also put in a formal Subject Access Request for a request for ALL documentation the business held on me.

05/03/26- I received a text message at 06:30 asking me to confirm my booking on 9th March. As this was not the date I booked, it was clear Oliver H had booked this, yet there was no other communication whatsoever.

09/03/26- I arrived to find out no courtesy car had been booked. LEE T (service advisor) was assigned to my case and informed me duty manager OLIVER H was not there to ask what happened. Lee informed me he would book me in for Thursday with a courtesy car, an X3, booked until Saturday morning when he would be in. He spent a while booking this onto the computer. My journey each way to Oldbury is over 30 minutes and I highlighted this to Lee as it seemed mightily unfair that this wasn’t dealt with in December when they had my car and this was now a wasted visit. He went away and came back to gift my son with a buildable radio-controlled car my son had been admiring. This was a kind gesture, one I wasn’t asked about first, and had I been given a choice I would have chosen to be reimbursed my time, fuel and mileage instead as I have other young children. Anyway, I left this visit with another date - Thursday 12th March and a remote controlled car and an ecstatic child. I shall review the next visit date separately as I feel this is the fairest way. (I have been emailing their head of service Arrash E about all of this and have been ENTIRELY ignored.)

I waited over 4 hours for my service to be completed. I had booked on line for a 90 minute service, I found out subsequently the service I had, could not be done within that time, why was this not picked up when I checked in ?. No staff member spoke to me during my wait apart to say they had a half day at 12:30pm and my service should not be too long.

I visited Oldbury again today 23/3 as the next service still reads April 2026. I rang on Saturday 21/3 to ask why, was told to bring back in on Monday to re set.

I am now told, the reason the service date was not re set, car requires a brake fluid change (why was I not advised of this on Friday) and MoT is due next month.

I am very disappointed with the service and particularly the lack of communication from a premium brand.

very polite. good courtesy car

All expectations met EXCEPT the communication/estimated times for works were woeful - I was quoted 1hr to replace two tyres/re-test after failed MOT but this took 2.5 hrs with no reason offered.
Customers will accept most things as long as they are kept updated particularly as they were aware I was waiting on site for the work to be done

Excellent customer service from Reece at the Oldbury branch. He kept us informed, looked after us. He was personable, and went above and beyond to help us with our car repairs and the process. I would definitely recommend Reece when you use the Oldbury Sytner garage.

I am very disappointed with the service I have received from Sytner BMW Oldbury.
My vehicle recall appointment was cancelled the night before it was due to take place. I would have attended the appointment had it not been for the cancellation of the complimentary diagnostic check, which Sytner BMW Oldbury then declined to honour. This caused unnecessary inconvenience and demonstrated poor communication.
Following a review I left on Trust Pilot from a previous review regarding the free diagnostic check), Arrash Erfan from BMW Oldbury replied to the Trust Pilot review with his email so we can resolve the matter. However, despite attempting to follow up by message and email, I received no response. This lack of engagement and follow-through was particularly disappointing.
These issues are not isolated. I have experienced ongoing problems with BMW Oldbury since April 2025, as reflected in my postdated 4 February 2026. Unfortunately, the level of service has been consistently poor since my very first appointment.
As a result, I have now moved my custom to Sytner BMW Solihull. Although this dealership is further away, the difference in service has been immediate and noticeable. Sytner BMW Solihull was able to book my recall appointment within three weeks, whereas Sytner BMW Oldbury was unable to offer any alternative appointment when they contacted me the previous day.
Overall, my experience with Sytner BMW Oldbury has been extremely disappointing, particularly when compared with the service provided by another Sytner dealership.

NOTHING OF VALUE PROVIDED MY SYTNER RESPONSE 23.03.25

Excellent attention to detail, however I was left confused by a wheel alignment done prior to changing of my passenger side rear wheel. You would think the change of wheel renders the alignment prior wasteful but I was led to believe its okay! as you don't need the wheels per se to align and the previous measure still hold after the wheel has been changed. The service advisor was going to deduct the wheel alignment cost but the other service advisor who completed the alignment prior differed and kept the alignment cost on the invoice with the above explanation. Not sure if they should have done the alignment again after the new wheel went on. Would be grateful if they do the alignment again but after my car was in there for 3 days to complete an MOT and an unplanned wheel replacement, I am anxious to take it back again. The left rear has a visible higher negative camber than the right..once you have seen it you just can't unsee.

Booked for service and had a great service from Steve.

Very helpful

The staff member was very friendly who felt with me.

Polite friendly staff, spotless showroom and facilities for those choosing to wait whilst their car is being serviced.

Excellent service with detailed video feedback. Thanks also to reception employee for attending to marks on paintwork. (Stephen).

Quick and easy with updates during the process

I purchased a BMW Approved Used vehicle from this dealership and unfortunately my experience has been very disappointing.

The vehicle was not prepared to the standard I expected. During the test drive I noted a steering alignment issue and was assured this would be corrected before collection, however this work was not carried out.

When I later contacted the dealership about the issue I was initially told that I did not have a booking despite having written confirmation.

The vehicle was eventually returned to the workshop, but after it was returned to me the steering issue had worsened. The steering wheel now sits significantly off-centre when driving straight and the car pulls under braking, which makes it unsafe to drive.

As a result the vehicle is now parked and unusable while the matter is being addressed, and I am currently awaiting a response.

Very disappointing experience from what should have been a premium dealership.

I would also like to raise concerns about the level of communication throughout this process. Communication has been extremely poor, with messages frequently going unanswered and little to no updates being provided. As a result, the entire process has become unnecessarily drawn out and frustrating.

Timely and clear communication is essential, and the lack of responses has made it difficult to understand what is happening or when matters will be resolved. I would appreciate a prompt response and clearer communication going forward.

Very pleased with the service I received.

Great experience, what a great customer service. Had the best experience buying my first new car . I been looked after really well, I don’t think I am going to drive another car apart from BMW.