BMW Melbourne

BMW Melbourne Star Rating

Sales4.830 comments from 69 reviewsNote that only reviews where comments were provided are shown below. Service4.2142 comments from 391 reviewsNote that only reviews where comments were provided are shown below.


Our Dealership star rating is based on customer satisfaction scores from real customers who have completed a BMW Group Australia online survey following a recent sales or service transaction.

You will also see below customer comments, which accompanied some scores and which appear here unedited.

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Customer Comments

Sales
  • 5.0 Simon and his team were very professional. I felt that we received value for money from the experience at BMW Southbank.
  • Response: "Thank you for your valuable feedback, your praised will certainly be passed on."
  • 5.0 From the moment I made the enquiry through to completion, I was well looked after. You get what would be expected from a prestige car dealer at BMW Melborne.
  • Response: "We are so delighted to hear that you had such a positive experience with our sales executive Leah. Your praise will certainly be passed on."
  • 5.0 The sales person was always professional through the process and understood his cars. He made every effort to identify the right car for me, particular car that was available for quick delivery.
  • Response: "Thank you for taking the time to share your positive experience with BMW Melbourne."
  • 5.0 Wonderful Sales assistant, couldn't have asked for better. Very helpful.
  • Response: "Thank you for providing such positive feedback. We are delighted to learn that you were so pleased with the level of service Joe provided."
  • 5.0 The Sales Rep was very helpful and I would not have aquired the car without their input. Both on service and their willingness to negotiate.
  • Response: "We are so pleased to hear that Fiona was able to assist you in such a positive way. Thank you for taking the time to provide such valuable feedback."
  • 5.0 Chris Mayes and the BMW team at Southbank were fantastic. There was never any pressure, the information and support was first class and the coffee was great too!
  • Response: "Chris is a passionate long term member of our sales team. Thank you for your feedback, your praise will be passed on to him. We are delighted that your experience with BMW Melbourne was so positive."
  • 5.0 Sales persons name was Leah Bryant and she was outstanding from start to finish.
  • Response: "Thank you for providing us with this positive feedback. Leah is an important and valued member of our sales team and your praise will certainly be passed on."
  • 5.0 Happiness comes in many forms and 3 weeks ago, my happiness arrived in the form of a shiny X1 thanks to Leah Bryant at Southbank BMW
  • Response: "We are so 'happy' that you are not only enjoying your new X1 but the entire experience with your sales executive Leah was a positive one. Thank you for taking the time to provide us with this encouraging feedback."
  • 5.0 The experience was fantastic, from the first meeting with the sales rep Michael Belia, choosing a vehicle through to delivery was the best experience ever when purchasing a vehicle.
  • Response: "Thank you for your feedback. Michael is a long term respected member of our team, we are pleased to hear that your experience with him was so positive. Your praise will certainly be passed on to him."
  • 5.0 All questions and concerns dealt with quickly and effectively
  • 5.0 Buying our Z4 from BMW Melbourne (South Melbourne) was a pleasurable experience. Our saleman (Mark Roseman) was pleasant to deal with and was helpful along the way from the beginning to the delivery.
  • Response: "We are delighted to hear about your pleasurable purchasing experience. Mark Roseman is a valued long term member of our sales team and he always tries to go that extra mile for his clients."
  • 5.0 Very professional, courteous and highly engaging with customer.
  • Response: "Thank you for taking the time to provide us with your positive feedback."
  • 5.0 Excellent service, couldn't be any more helpful with the purchase of my new car. Very helpful with explanations, and the buying process was efficient. Highly recommended.
  • Response: "We always strive to deliver a very high level of service to all our clients. Thank you for your feedback."
  • 5.0 Dealer is very helpful in all aspects. Easily allowed us to make our choice to purchase the unit.
  • Response: "We appreciate you providing this positive feedback. Thank you."
  • 4.0 This is the 4th BMW I have bought from Melbourne BMW................most of the staff know me by name and I am always made to feel welcome.
  • Response: "Thank you for taking the time to provide this positive valuable feedback. We are delighted that you keep coming back to BMW Melbourne."
  • 5.0 Extremely happy with BMW Melbourne (Southbank) from the time I walked in through the doors till date
  • Response: "This positive feeback is very important to us - thank you."
  • 4.0 On the day of collection, I felt that I wasn't made to feel 'special' with the collection of my new car. My car was parked in the general carpark with all other cars. Not quite what I expected.
  • 4.0 easy process to buy a bmw again
  • Response: "Thank you."
  • 5.0 Very professional business that made it very easy to transition into such a magnificent vehicle
  • Response: "Thank you for providing us with this very positive feedback and we are delighted that we made the transition into your new BMW so easy."
  • 5.0 Great service and very helpful.
  • Response: "Thank you for your positive feedback."
  • 5.0 BMW Southbank is a dealer you can trust on. The sales consultant,Claude Naoum, played an important role in giving me the confidence with my option and purchase process.
  • Response: "Claude is a long term valued member of our team and we are very pleased to learn that you were so happy with the level of service he provided you with."
  • 5.0 I was attend to by a very professional people with a can do attitude and it was a terrific experience and would highly recommend.
  • Response: "We are delighted to receive your very positive feedback. Thank you."
  • 5.0 every thing promised was done and some
  • Response: "Thank you."
  • 5.0 Dealers Sales Executive did a thorough explanation of the car upon pickup and took time-out to help us get familiar with the purchased car plus offered to remain the contact for future questions/needs. Excellent.
  • Response: "Your positive feedback is really appreciated. We are delighted to hear how pleased you were with your Sales Executive, Leah, and that you had an 'excellent' experience."
  • 5.0 Exemplary experience that convinced to move from Mercedes to BMW
  • Response: "Thank you for this great feedback. We are particularly delighted that you have moved to the BMW brand from Mercedes-Benz."
  • 5.0 I had initially decided to purchase a dealer/demonstrator 520sedan and received tremendous assistance from Bill Sakellaris. Bill soon after arranged for me to experience the Gran Turismo model. When a new vehicle with all the specific options I had nominated was identified by George, he introduced me to Greg Agosta with whom I completed the purchase. Both George and Greg were terrific help and ensured a wonderful experience in purchasing my 3rd BMW.
  • Response: "Thank you for taking the time to provide this valuable feedback. We are delighted to learn that you had a wonderful experience and that you are remaining loyal to the brand."
  • 5.0 Car was delivered on time as promised.
  • Response: "Thank you for your feedback."
  • 5.0 The staff were very efficient and courteous and made me feel very special about my purchase
  • Response: "We are delighted to learn that your experience was a special one."
  • 4.0 Very satisfied with the total experience. All very staff very attentive but not 'pushy'. The sales exec. I dealt with was very knowledgeable and provided me with all the necessary information to make a decision.
  • Response: "Thank you for taking the time to provide this very positive feedback. We are pleased to learn that your sales experience and your dealings with your Sales Executive, Ed Bunting, were so satisfying."
  • 5.0 Being first car byers, we shortlisted BMW along with other European brands. It was day and night between BMW and the other guys, we ended up choosing BMW. Our Sales Executive. Leah Bryant, played a big part in our decision. Leah is highly professional, committed and understood our needs as young first time car buyers.
  • Response: "Thank you for taking the time to provide us with this positive valuable feedback. Leah is certainly an important member of our sales team, and your comments will be passed onto her."
Overview


Service
  • 2.0 Communication about the progress of the warranty repair appeared inconsistent with the actual progress. In total the work took 8 weeks and was not completed correctly the first time.
  • Response: "We appreciate your feedback and are currently working towards resolving this issue."
  • 5.0 It was my first experience in getting a service with BMW Kinsway dealership. The whole exoerience from the beginning to the end can not br faulted. Extremely happy with the service I received.
  • Response: "Thank you for your valuable feedback. We work hard towards delivering the service you received to all of our customers."
  • 4.0 there are still some unresolved issues
  • Response: "We are happy that we are working towards resolving both issues and will be in touch when the necessary parts arrive. Thank you for taking the time to provide us with your feedback."
  • 1.0 For the fourth time in a row, service was extremely poor and requiring further work.
  • Response: "Thank you for your feedback, your service advisor will be in touch shortly to help rectify your ongoing issue."
  • 3.0 Customer service was good, however, the issue with my vehicle has not been fixed.
  • Response: "Thank you for your feedback, a memeber of our service team will be in touch shortly to reslove your issue."
  • 4.0 I did inform the deal in advance of what the issue was, I then booked a job in a few weeks later. I then dropped the car off, then on collection, I was told the part needs to be ordered from Germany.
  • Response: "Thank you for your feedback. Unfortunately we are unable to order parts until our workshop has inspected the vehicle and diagnosed the issue. We apologise for any inconvenience caused."
  • 5.0 Very good and were able to fix my unscheduled appointment on the spot. I arrived on 29 Apr but my appointment was for 29 May. The staff were able to service my car straight away on 29 Apr.
  • Response: "We are delighted to hear that our service team was able to be so accommodating. Thank you for your feedback."
  • 3.0 My car's problem was incorrectly diagnosed and I was required to bring it in the following week for rectification.
  • Response: "We apologise for any inconvenience caused, we are happy that your problem was rectified by our service staff."
  • 3.0 Pleased with the service, only negative is that the drivers side seatbelt extention mechanism does not grip and hand over the seatbelt post service. Problem was not noticed pre service.
  • Response: "Thank you for making us aware of this issue. Our service team will be in touch shortly to ensure your seat belt problem is rectified"
  • 5.0 I received polite, curt and professional service. Despite the fact I was running behind time on the day the team at BMW Southbank were accommodating and assuring.
  • 5.0 Service delivery and quality faultless
  • Response: "Thank you for your valuable feedback. We are delighted that we were able to provide you with a faultless service."
  • 5.0 I am very happy with the service.But I also happy with your sale person Leigh Bryant .she very helpful
  • Response: "Thank you for taking the time to provide us with your positive feedback. Leah is an experienced long term member of our sales team and we are delighted to hear that you found her so helpful."
  • 5.0 Fast service and outstanding feedback and support
  • 4.0 I arrived late and I was continuously reminded how late I was until I had to make comment about I'd apologised twice and I can't do anything more but take my vehicle elsewhere if he was happy.
  • Response: "We apologise that you were made to feel this way, it is not indicative of the level of service we aim to deliver to our customers. We do understand that it is not always possible to arrive on time being so closely situated to the city centre."
  • 4.0 Morning greetings are better than afternoon visits to collect serviced car
  • 2.0 poor time management skills. 2 trips to fix something that could have been done in one and my car still has to go back as it has been damaged.
  • Response: "We apologise for any inconvenience caused, we are happy that we were able to resolve this for you."
  • 4.0 Melford was very friendly and professional and assisted as much as he could within the BMW Group guidelines.
  • 5.0 The gentleman i dealt with was very professional, he listened attentively to my needs and delivered the desired result.
  • Response: "We thank you for this positive feedback and are happy you were pleased with the level of service provided."
  • 5.0 Great service advisors and always abe to go out of way to asist any query.
  • Response: "We are happy to hear that you were pleased with the level of service provided. Thank you for your positive feedback."
  • 5.0 Having been a long time customer of BMW Melbourne I feel like I'm talking and dealing with family when ever I walk in the door.
  • Response: "Thank you for taking the time to provide us with this very positive feedback, it is very much appreciated."
  • 1.0 I've had multiple visits regarding the vehicle problem and took my a lot of effort to get my car repaired.
  • Response: "We apologise for the inconvience caused."
  • 5.0 I always feel well looked after with the service department.
  • Response: "Thank you for your positive feedback."
  • 4.0 I have had my car serviced at Southbank for some time now and i am very pleased and comfortable going there and also dealing with the service team.
  • 1.0 Took car in for basic service (safety check). Even though all the boxes were ticked on the service checklist the computer reset was forgotten. Not the first time incomplete service experienced.
  • 5.0 Great mechanics, good customer service
  • 4.0 Helpful & professional, feel somewhat upset that given my nab Group employment that free servicing was only afforded to me for two years as opposed to four years.
  • 5.0 great personal service
  • 5.0 Very pleasant and efficient staff
  • 4.0 Based on the cost of the service, the car detailing appeared 'cursory'
  • 4.0 It would have been 5 star if one of the two service people who appeared to be dealing with paperwork? not much? had been more prompt in discussing my car details on arrival.
  • 5.0 Excellent services starting from the valet peron, to the people inside. I really appreciated the car being washed
  • 5.0 The BMW Melbourne Service Managers should be commended on their client focus and attentive client service. I would like to single out Damien and Keith (especially Damien) for their efforts.
  • Response: "Thank you for taking the time to provide this very positive feedback. Your thanks will certainly be passed to Damien and Keith."
  • 1.0 I was dissatisfied with the service because of the 3 issues I brought the car in for, none of them were rectified.
  • 3.0 It would be nice if someone contact you back about your booking..I have found that I was always the one who has to contact bmw for my appointment confirmation . Yes the number I gave is correct ..
  • Response: "We do apologise. Email and SMS reminders are sent to our clients to confirm bookings, so we are unable to explain why you feel you didn't receive such advice."
  • 4.0 Price
  • 4.0 Excellent service. I was expecting to have to drive away in a courtesy car but as the service only took a short time I waited for it to be completed on time, without fuss.
  • 4.0 Overall, a very positive experience. Staff were well trained, responsive, and the vehicle was serviced in a timely manner. The initial welcome could, however, have been quicker.
  • 5.0 service manager always pleasant and helpful
  • 5.0 highly efficient and with a professional customer service focus
  • 3.0 After the service was done, one of the issues was still there. It was the rattling sound in the seatbelt assembly. Looked at the service report printout and it was not stated that they had a look.
  • 5.0 As always Jason did a fantastic job and was a pleasure to deal with.
  • 4.0 I rang dealership 3 times late in afternoon but no one available to give update or time of completion ....so I went to dealership to check. I feel I should have been kept up to date
  • Response: "Thank you for your feedback. We do apologise that your calls weren't immediately returned, however we did experience a much higher than normal volume of calls and service related work during April."
  • 5.0 Efficient,quick attention
  • 5.0 Very happy with level of attention both before and after the service was completed
  • 5.0 Chris Mayes was terrific in handling the whole process for me. I can't praise him highly enough.
  • Response: "Thank you for this feedback - and your praise of Chris,in our Sales Department, will certainly be passed onto him."
  • 4.0 Car had a flat tyre after I had driven it to the office and noticed on way home. This was a Friday, so I went to the local tyre dealership next morning to see what was wrong - fixed locally
  • 5.0 I could not fault the service in any aspect...from reception to collection Attention to detail .... Excellent Customer care.... Brilliant
  • Response: "Thank you very much. Your extremely positive feedback is very much appreciated."
  • 4.0 The service on the day was very good and the car was ready by the time promised. The initial booking experience was not good - hard to get through to service and on hold for some time.
  • Response: "Thank you for your feedback. In April our telephone enquiries/bookings far exceeded what our normal rate is, but we are confident with recent changes in place that you will not experience such difficulty getting through to our service department."
  • 3.0 They did not fix all the items we asked them to fix.
  • 4.0 Service Officer/Attendant made an effort to accommodate my requests. Was able to have work done and issues addressed quickly and delivery of vehicle within the provided time frame.
  • 4.0 Good service. As a point of improvement someone should take a visit to the Mercedes dealership down the road. Customer lounges at Mercedes are what you would expect. Sadly not the case at BMW
  • Response: "Thank you for your feedback. We certainly appreciate you taking the time to provide it."
  • 5.0 Its always a pleasure going in there to get my car serviced.
  • 4.0 Good service. But inside of car usually cleaned during a service. No this time. And umbrella missing from boot.
  • 4.0 Excellent service and support
  • 4.0 Routine service carried out as specified. I was not offered a loan car and certainly nobody offered to collect and return the vehicle.
  • 3.0 Thes ervcie was booked too far in advance, something like 3 weeks out.
  • Response: "We have been experiencing a much higher than normal waiting period for service bookings and apologise for this. We are however, confident this lead time will reduce in the future."
  • 3.0 My car had been towed to BMW dealership in Feb when the RACV Batteries Direct Techinical diagnosed a faulty alternator. The dealership installed a BMW battery and confirmed alternator was fine.
  • 4.0 I have oyster colour leather and some work was done inside my car. there were some black dirty marks left on the leather. i was also told that car was washed and vacuumed, but in was rushed
  • Response: "We apologise for this and are very happy to offer a complimentary wash and vacuum at your convenience."
  • 5.0 Thank you for the quick and efficient service. There was nothing major involved however we had to drive interstate directly after picking up the car so was appreciative that it was in good order.
  • Response: "Thank you for taking the time to provide this valuable feedback. We're delighted we were able to assist."
  • 3.0 I dropped off my car at 8am and asked the advisor to confirm a gearbox oil leak in addition to the service as I would like it fix it at the same time. I did not get a feedback till I rang him at 3pm.
  • 5.0 A coolant problem was discovered which can be fixed while the car is still under warranty. Steve pointed this out and i now have another booking when a loan car is free rather than bear the cost out
  • 5.0 I received prompt service and attention on my arrival at the service department
  • 5.0 Couldn't fault the experience from start to finish.
  • 3.0 Service manager was friendly and helpful, kept in contact with updating my car's progress.
  • 5.0 The service was faultless, punctual and the staff at reception and technical level the best i have seen. As this is my third 7 series car i owned i am looking forward to the next model to purchase.
  • Response: "It is great to know that you regard our service department so highly and we're delighted that you now own your third 7 Series BMW."
  • 2.0 This is the 2nd medium for feedback. The 1st was from a call I received from a female from BMW & almost to the end of my feedback to her, we got cut off; she did not call back, to my utter surprise!
  • 4.0 Friendly and courteous staff, just had to wait briefly in the morning.
  • 5.0 BMW Southbank Service centre make the experience of having to get your car serviced stress free. From being greeted at the entrance to picking up my car on completion was stress free.
  • 5.0 This was the first time I have had a car serviced by BMW, I was extremely impressed with the service which could not be faulted.
  • Response: "Your very positive feedback is very much appreciated. Thank you."
  • 3.0 Delay in being attended to when dropping off vehicle
  • 2.0 Items to be remedied are again not functioning
  • 5.0 Damien is my contact for service and he always delivers over and beyond my expectations. Great communication and always makes things easy.
  • Response: "Thank you for taking the time to provide this positive feedback about Damien and your service experiences at BMW Melbourne."
  • 4.0 I think if the service includes a car clean it should be more thorough
  • 3.0 I was told the service would take 90 minutes before I dopped the car off. When I got there I was told it would be 4-5 hours. That totally mucked up my day without a car.
  • Response: "We apologise for any miscommunication you may have received with regard to the time required to service your vehicle. Sometimes we are not aware of additonal work that may need to be carried out prior to a vehicle arriving in our service department."
  • 4.0 Everything was taken care of to both service my car and then, as a follow-up, to replace my car radio. Only comment is that the 'begin phonecall' button on my steering wheel now needs a tune up.
  • 3.0 BMW provide a great service experience for busy professionals. The Service Manager even provided me a lift back to the city in the morning to save me waiting for a taxi.
  • Response: "We appreciate your very positive feedback. Thank you."
  • 4.0 Some delays in pickup time but received early advice
  • 5.0 Everything attended to correctly, customer focused staff made the visit stress free.
  • Response: "Thank you for taking the time to provide this positive feedback."
  • 4.0 The service was good with courtesy drop off and pick up from work. thanks
  • Response: "Thank you."
  • 4.0 happy with the service
  • 5.0 Service staff at BMW (Southbank) are always very professional and willing to ensure that you fully understand what is involved in the service and ensure that your requirements are met.
  • Response: "This is great feedback for our team and we appreciate you taking the time to provide it."
  • 4.0 Excellent, easy to find and very helpful staff.
  • Response: "Thank you."
  • 5.0 It was nice and simple, the whole experience can be made better with more flexibility on dates and times, for example it took me nearly one and half month to get a service date and no weekend service.
  • Response: "Thank you for your feedback. We have been experiencing longer than usual lead times for service bookings and we are working to try and rectify this in the future."
  • 5.0 I'm always impressed with the prompt and courteous service offered with a smile. Melford Woodford is a great service advisor.
  • Response: "Thank you for providing this positive feedback. Melford is a long term valued member of our service team and your comments shall certainly be passed onto him."
  • 5.0 Easy to drop off the car and service explained. Prompt call when the X5 was ready to pik p. friendly nod detailed brief on the service afterwards.
  • 5.0 while the overall service was excellent i found it a little off putting when I rang to make the booking that the phone rang for an extremely long time before anyone answered the phone.
  • Response: "Thank you for bringing this to our attention. We had been experiencing some technical difficulties with our telephone system which we thought had been rectified."
  • 5.0 Very prompt turn around. Car was ready by 12 noon.
  • 5.0 the staff was very courteous and helpful and spent time
  • Response: "Thank you."
  • 5.0 I was very impressed with the quality of attention and standard of care i received. Also impresed that service manager was willing to discount the price paid (it was an expensive service) .
  • Response: "We appreciate you taking the time to provide this important and positive feedback. Thank you."
  • 5.0 good service when the car was dropped off. The car was returned washed and vacumed,, overall satisfied with the service.
  • Response: "Thank you for taking the time to provide this positive feedback."
  • 3.0 Everyone was generally helpful. I did however found the service quite expensive and would have appreciated the car being given a bit of a clean
  • Response: "Thank you for your feedback. We do wash and vacuum clients vehicles prior to them leaving our service department so apologise if this was overlooked."
  • 1.0 when I picked my car, the service man did not mention that they could not fix wrong part. because they do not have the part to change it. Just the service said ' everything is fine' . So just I drove my car to back home but it was not fixed. So I had to come back to BMW service centre again to talk with manager. then they told me that they could not change it and I need to wait for it to deliver for two weeks.
  • Response: "Unfortunately is not always possible to know exactly what parts are required until we have your vehicle on site and the technician has commenced work. We apologise for any inconvenience."
  • 4.0 In addition to arranging new tyre under insurance , service was also completed the same day
  • Response: "Thank you for your positive feedback."
  • 4.0 Initailly concerned as car was going to be returned to me in a lesser state than given to sevice dept. I left my vehicle for another night and this was resolved and it all ended in a good result.
  • Response: "We are pleased we were able to provide the service you expected."
  • 5.0 Polite and very eficient
  • Response: "Thank you."
  • 4.0 Reception presentation and service was welcoming and professional. Disappointed that actual service time was not consistent with what had been advised at the time of booking.
  • Response: "Thank for your positive feedback about service reception. We apologise that your service took longer than originally anticipated."
  • 1.0 The car has had a problem with the bonnet not opening intermittantly since it was new ( 9 months ago ). This was the fourth time that it had been returned to have this issue resolved. Each time I was assured the issue was fixed, each time it was not. After this service once again failed to resolve the issue ( in fact it made the issue worse ) I spoke with my sales person who arranged for me to return the car again for a fith time. Chris intervened personally and the service team finally realised that the bonnet latches needed replacement. Once they were replaced the problem has been resolved. But I have been extremely frustrated by this issue and another problem that I experienced with the car that took many trips to resolve. I have previously purchased 4 other 3 series and 5 series BMW's but the quality and service problems experienced with this car set it apart. At the present time, the car is performing well and I have no outstanding issues, but the frustration of having to take the car back multiple times for the same problem ( while losing 1.5 hrs from my day to drop off and pick up the car ) remains.....
  • 5.0 the service staff was extremely professional, knowlegable and helpful
  • Response: "Thank you."
  • 4.0 The service by the concierge and Andrew the service consultant who looked after me were both excellent. the only issue i have is the fact that you are unable to fix an ogoing warranty issue of rattles on the LHS of the vehicle.
  • Response: "We are pleased you happy witht he service that our Concierge and Andrew provide and hope we are soon to be able to fix your ongoing issue."
  • 5.0 All staff friendly and helpful and provided a cup of coffee for me and my husband
  • Response: "This is great feedback and we are pleased you enjoy our coffee!"
  • 5.0 The service liaison person was very professional, courteous and helpful. I was provided with a quotation prior to the work commencing and was taken through the work that had been undertaken on the car when I picked it up.
  • Response: "Thank you for your feedback. We are pleased that you are happy with the high level of service we provided."
  • 1.0 Unfortunately I have filled out one of these surveys before and nothing was done about my complaint. Again I am writing to complain about the same experience as I have encountered previously. 1 – I have left my car for service for the past month, only to receive it now with the service light still on. 2 – On this same occasion, for the second time, I have received my car with the cream carpets dirtied with black grease marks. 3 – I have serviced my car with southbank BMW for the past 2 years and not once have I not had to take the car back after the service for things that have been forgotten or not finished correctly.
  • Response: "Please accept our apologies for a level of service that is not representative of our caring and customer focused approach."
  • 5.0 At all times druing the servicing of my vehicle I was kept informed, the servicing was completed on time and teh fault rectified.
  • Response: "Thank you. This is the type of service we always strive to provide to our clients."
  • 3.0 Friendly, however power steering broken only 12mths and caused another problem when fixed during service
  • 3.0 Within the first few days of reviving my vehicle I noticed the hinge of the leather wasn't fitting properly and was ask to bring the car in. Technician tucked it in with his hands and the following day it popped out. Called Service Manager and got my car in again a few weeks after which requirs
  • 5.0 great service - loan car was ready to go, helpful staff as always
  • Response: "Thank you."
  • 3.0 When dropping off and collecting my car there didn't appear to be enough staff members at the 4-5 service desks. Only one person was dealing face to face with customers at these times. When collecting my car the staff member was in a lengthy conversation with the customer before me. This is fine, however it was uncomfortable for me standing there trying not to listen to the conversation and then really awkward when the customer (who had his back to me) actually give the staff member permission to stop the conversation to serve me.
  • Response: "this is not typical of our normal high customer standards and we apologise that you were made to feel uncomfortable."
  • 4.0 Very professional. Staff were very knowledgeable and attentive.
  • Response: "We appreciate your very positive feedback. Thank you."
  • 3.0 The time taken to get thru to servicing department and also call back took several hours. Disapointed in having to wait 4 weeks for a time to service our vehicle.
  • Response: "There has been a higher than normal demand for service bookings recently - and there is a slightly longer lead time when a loan vehicle is required. We do apologise for this."
  • 3.0 My car was brought in because the i-drive was not working properly. During the day I had tried ringing to see how the job had been progressing but was told that the service department would get back to me after lunch. I was disappointed that I had to wait until late afternoon to be advised that may car would not be available until the following day. The evening I picked up my car I repeatedly had window warning messages lighting up on my dashboard. This problem has been rectified
  • Response: "We apologise that there was a delay in responding to your call. We were experiencing a higher than normal number of calls to our service department."
  • 1.0 I have returned vehicle twice since purchase for fault with drivers seat motor and rattle at low speed in either passenger seat, left hand front door or pillar. Both issues still remain and I am very disappointed with the overall experience.
  • 1.0 I would like to start off saying that the front of house customer service has been fantastic, but have been let down repeatedly by back of house mechanics. Have visited multiple times to resolve the same issue, and was assured initially the mechanics have checked for tire issue. Upon visual inspection personally with the customer service rep at BMW, we could see a screw in the tire which was missed twice by the mechanic. During addressing the of tire issue (tire replacement), I found the rims was damaged where the old wheel weight was (for wheel balance). This was evident when the person working on the car attempted to hide the mistake by re-using the old black rubber to mask of the scratch. I was NOT told of the issue, and discovered it during my own inspection! Upon discussing this issue with FoH, BMW Melbourne sincerly apologies for the issue and the rim was repaired. Even though the BMW dealership attempted to satisfy me for all the mistake, this should not had happened in the first place. I am extremely disappointed for the poor workmanship and QA process involved, and it is not something I would have thought BMW is proud of.
  • Response: "Please accept our apologies again for a level of 'back of house mechanics' which is not indicative of the high level of service we always try to deliver to our clients."
  • 4.0 Waiting time was a bit too long, would've liked more prompt service.
  • 1.0 I wasn't happy, the dealership appeared to be booking in too many cars on a given day. Consequently none of my requested jobs (except a vehicle check) was completed, on the 3 days it was in the service dept.
  • Response: "Thank you for bring this to our attention. This is not respresentative of the high level of service we normally provide."
  • 4.0 All good but sat nav needed a code to work. Not spotted during service and new code was sent to me via text. Minor but should have checked it was working when the update to the system was requested
  • Response: "Our apologies that this minor system check was overlooked."
  • 5.0 I had a meeting on St Kilda Rd which would last all morning. To save me returning to my office in Camberwell and the return journey to Southbank at the end of the day (not to mention the traffic on leaving Southbank), the team at BMW Melbourne kindly completed the service to coincide with the end of my morning meeting. Perfect.
  • Response: "Thank you for providing this positive feedback following your recent service at BMW Melbourne."
  • 4.0 A lot quicker than expected.
  • 3.0 This is my first BMW having previously had Lexus (x2) and an Audi. This s the first time I have had to pay for a loan car- very surprised and disappointed by this.
  • Response: "There is not an actual loan car charge. We have a $10 flat fuel levy in place - and there is an option to pay $35 to reduce the $3000 insurance excess to $500 (which is applicable in the event that you have an accident in our vehicle which is your fault). We apologise if these charges weren't clearly explained to you."
  • 4.0 Had to wait in a short line at time of drop off. Difficult to get hold of service consultant to track progress. I made about 5 calls . I missed his call once. Other facets were very good.
  • Response: "Please accept our apologies with having difficulty in contacting your service advisor. This is not the normal service we provide."
  • 3.0 The Team attended to the issue we identified - unfortunately we had only picked our new vehicle 2 weeks prior !
  • 5.0 Check in was handled quickly and efficiently and car was returned clean and with the work completed. Very easy.
  • Response: "Thank you for your feedback about our high level of customer service."
  • 5.0 Very efficient and helpful staff. Car was ready early as requested
  • Response: "It's great to receive your positive feedback. Thank you."
  • 5.0 Greeted as per usual. The service manager (?) listened to my description of start and idle problems. I received a call and SMS when the car was ready. The car was ready at the exact time I requested.
  • Response: "Thank you for providing this very positive feedback."
  • 5.0 The service I received was excellent. The car service and repairs were on schedule and cost - and I was very appreciative of the loan car over the weekend while my vehicle was being worked on.
  • Response: "We are pleased that you are happy with the excellent level of service we were able to provide."
  • 2.0 My door lock was repaired as requested. I requested the damaged arm In the middle of my drivers windscreen wiper be replaced. Instead 2 new windscreen wiper blades were installed and the damaged wiper not replaced. I dont think the blades needed replacing.When I called Damian and told him he, said he would repair the arm free of charge . He also said he would collect the vehicleto do the work. I said I would drop the car in the following week when I would be trying out a new car. Due to an injury I have not as yet been able to return the vehicle to have the work done.
  • Response: "We apologise for any inconvenience you experienced."
  • 5.0 Fast and efficient service.
  • Response: "Thank you."
  • 5.0 Very simple and quick process. Pick-up was quicker than check-in
  • 3.0 I would have rated higher had my initial phone call been answered promptly by the service department. I was on hold for 15 minutes waiting for a service advisor to be free to take my call. I only have a limited amount of time to make calls so returning my call was not suitable and with the problem being an oil leak I didn't want to risk another day.
  • Response: "Please accept our apologies that you were kept waiting so long. This is not indicative of the level of customer service that we strive to deliver to our clients."
  • 5.0 No issues - serice carried out as planned
  • Response: "Thank you for your feedback."
  • 5.0 Very prompt and courteous service
  • Response: "Thank you."
  • 4.0 I work about 3km's away. My car is under a service plan - with that I thought I would receive a 'courtesy car'. Whilst I did receive a car - I was required to pay $10 for petrol and $35 for insurance. In hindsight, cheaper to get a taxi. I would have thought these charges could be waivered. Also, my service plan was not loaded onto the system - Leah however did an excellent job in fixing for me. No hassles there.
  • Response: "We have had a $10 fuel in place for some time now. The $35 you paid was to reduce your excess (in the event that you had an accident in our loan vehicle where you were at fault), from $3,000 to $500. This is an 'optional' payment. We also have a local drop off / collection chauffeuring service in the local area, which may be of interest to you in the future?"
  • 4.0 Overall excellent experience, only complaint was the lead time from when I called to book service to the first available day
  • 5.0 The dealership was attentive to all my comments and completed the service on my car swiftly and efficiently. I did not need to take the loan car which was booked for me. My three (3) grandchildren and myself were well cared for and went for breakfast directed by the dealership staff. We couldn't have been treated better
  • Response: "We appreciate you taking the time to provide such positive feedback. We are delighted that you are so pleased with the level of service we provide."
  • 5.0 Melford is real asset to your company
  • Response: "Melford is indeed a valued member of our Service Team. Thank you."
  • 5.0 Excellent service - completed while I waited
  • Response: "Thank you for your positive feedback."
  • 4.0 My issue is not with the service department. David, Keith and the entire team treat me very well. My issue is for the first time in 10 Mercedes, 7 BMWs, I have replaced brake pads with less than 20K miles on the car. I am particularly concerned that the on board computer showed I had another 16,000 km on the front and 32K km on the back. I actually replaced the front pads with less than half the use the on board computer estimates for new pads (60K km). Yes, I do drive a lot in the city, but always have and I am not a hoon. Frankly, this coupled with the grossly overestimated fuel consumption, I am deeply disappointed in this car. I have lived in NYC, Philadelphia and Los Angles and have only replaced brake pads once under 30K miles and that was on a Mercedes that the manufacturer covered because they felt the wear was premature and excessive.
  • 1.0 Disappointing experience. I had my car booked in for a transmission upgrade, a new satellite navigation DVD and for my Bluetooth to be connected to my new phone. I dropped the car in at 9am, received a call at 4pm later that day telling me my car hasn't been yet looked at and it would need to stay over night to be assessed the next morning; I of course had to wear the inconvenience and costs associated. The next day I receive a call at 11am telling me all I need a whole new transmission (even though I explained it just received a new one) and the cost would be $9,500. I was quite surprised at the lack of assistance. I never received a quote on the DVD and no one even bothered to assist me with the Bluetooth; I got the impression it was all or nothing. I have since had another 'diagnostic assessment' and all that was required was new programming.
  • Response: "Please accept our apologies. This is not typical of our normal high customer standards."
  • 4.0 The service work is alway excellent. Improvement is required in the booking process. I telephoned for the service department on three occasions which went unanswered. I resorted to emailing for a booking which was less convenient.
  • Response: "We are pleased that you always find our service work exellent. We apologise that you had difficulty making your booking but hope that recent processes we have implemented will assist in this not occuring in the future."
  • 5.0 Problem Fixed - they persisted & found the problem and fixed it
  • Response: "Thank you for your feedback."
  • 1.0 BMW Melbourne failed to give me correct information in relation to optimal tyre pressure when specifically asked by myself. In fact I was given an incorrect tyre pressure. My car has always been serviced at BMW Melbourne and I have never been informed at any time that my tyres had low air pressure, nor informed of optimal air pressure required for performance and wear and tear. I hold BMW Melbourne directly responsible for the premature wear and tear on my tyres and recent cracking of a wheel, as I was never provided with the correct tyre pressure for optimal wear and tear.
  • Response: "We apologise if you were not originally given the correct information."
  • 3.0 There were 3 issues to investigate or fix with the car. 1. Battery low warning light coming on intermittedly, even though there was a new battery 2. Replace cargo sliding lug 3. Replace electronic brake button The report provided to me at the end of the service did not mention the battery light, so I am not sure if a fault was found and fixed, the job reported for number 2. Above was tha the roller blind was replaced, which is wrong as it was the cargo sliding lug that was replaced, and the brake button/ swithch was accurately reported. The problem is that the person I delivered the car to was not the person that explained the resulting report and obviously a third person(s) wrote the erroneos report.
  • Response: "Please accept our apologies for a level of service which is not representative of our normal caring and customer focued approach."
  • 5.0 Performed the battery cable recall and washed my car
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