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I requested an automatic as that's I drive due to an injured left knee, however I was given a manual, initially told it would be 2 days but it turned into nearly 4 weeks, despite asking repeatedly for an automatic it took 3 weeks 2 days to get one
Courteous, timely and not pushy with any additional sales pressure. To be offered a breakfast at nearby hotel was different class, if only to spin out the time perfectly.
The car was collected at my house and returned within 4 hours. Break service completed and I was kept fully informed of what was happening
As always, polite efficient service from the time I arrived.
Very pleasant experience and I was very professionally dealt with.
Everything completed smoothly, no issues
I was told that I would be given a courtesy coach back home therefore I said I didn't require a courtesy car. On arrival, the courtesy coach driver told me he was not going my way so I had to walk half a mile and catch the public bus home
Loan car had not been washed Just been hoovered.
All the staff were very polite
45 mins to wait to pick up my car on a busy Friday evening just to be handed my keys and told all OK, Id already had a call and a video and had told receptionist I was in a rush
My car was not fully repaired and is still awaiting to be done.
Overall, the standard of service was very high. The service & reception staff were very polite and professional.
Android software on car is not updated. Cannot connect to my phone.
appointment cancelled then took longer than expected
My car was kept for three weeks to facilitate a safety recall that was on back order
Did not return original call and minor fault which car has had since I got it was not dealt with at the time it was in for service
The service itself was great, but when my car was returned to me it had oil on the leather seats.
Car booked in easily, staff friendly & kept in touch with what was happening with car, carvready when I was advised it would be & returned beautifully valetted
Thank you for your feedback.
Service took much longer than I expected - more than 7 hours of which I spent nearly 2 hours waiting at the garage. Secondly, when the car was returned to me I had to readjust both wing mirrors and I later found out the bonnet was not closed properly
Thank you for your patience. We discovered more work that required completion. Apologises for the bonnet, should have been secured better.
This visit follows on from a previous unrelated visit for a window and brakes. A health check had been carried out on my car and & I was not informed my three month old car had an oil leak before I left, I was only informed the next day via text.
It is disappointing that we didn't explain the work required better. Apologises.
Good customer service and everything done when said it would be done and communicated well.
No case agent appointed in advance, told some work could not take place because part never ordered, amber warning on health check and video taken and later removed no advice about amber warning, later on told all work had been done, no ...
Thank you for your comments. I know e have now resolved this and thank you for your patience.
Thank you so much. I am pleased you managed to enjoy the Spa while we serviced your car.
First class customer service with martin
Excellent, thank you. The Early Bird Breakfast Club is very popular!
Very happy with pick up and drop off of car at my workplace.Less happy that my car was returned with the exhaust incorrectly refitted so that it made a clanking noise over bumps. Car was picked up and repaired the next day so fault was rectified.
That was not good enough. We are very sorry for the inconvenience.
Quality efficient on-time service
Excellent comments, thank you.
Excellent communication pre service and feedback whilst car with Service Centre.Everything handled in a friendly and efficient manner
We focus on Ease of business, so delighted the team looked after this well for you.
Twice when the car was in my calls were not returned. On the day of collection there was 15 mins hanging around, eventually got the keys but no paper work detailing works done.
That is not a good experience and we will discuss it carefully internally. Please accept our apologises.
A couple of items that it was booked to look at before the warranty expired but they did not have time to do one! The other they could not spot, which surprised me as it is always like the issue. I would have expected them to have built in the time
Thanks for your comments,
Great service and would recommend
Excellent, thank you.
Great service and polite and helpful staff - especially the courtesy bus driver who took me in to Edinburgh City Centre
Glad you enjoyed the shuttle bus. Thank you.
Swift and professional and professional service
Was kept informed of what was happening on a regular basis.
we have focused on communication so glad it was what you expected. Thank you.
had to spend a long time hanging about in show room but otherwise excellent
Sorry had a wait, that is frustrating.
I needed a simple fix to replace a lost headlamp washer cover. I first notified the garage in October of last year and was continually given incorrect information around the status of the part being ordered.
This is disappointing and we will check this out immediately.
Having asked for a quote on the cost of the service at the time of booking, I was told at the time that I would receive this information by a text message. This message never arrived. The person who met us at the showroom, was pleasant.
Thank you for the feedback. We will check this out and call you.
Great service. Only slight issue was that I identified a rattle and this was not fixed. Difficult I know!
rattles can prove tricky, but we pride ourselves in resolving them, so apologises.
I was looked after very well by your staff and the offer of breakfast whilst I waited for my service to be completed was a welcome surprise.
Breakfast proves very popular!! Glad you enjoyed it.
Efficient service and welcome at reception.
Staff were were first class , looked after us very well.
Excellent, many thanks.
I reported that the cars breaking system was squeeling but the service dept didn't find it , once we picked up the car driving home we had the same problem
that is extremely disappointing. We will call tomorrow and sorry for the inconvenience.
Great customer service.
The garage attended to me , fitted me in to their schedule to get me a new tyre
Excellent, just what we want to achieve.
no hazel and kept informed during progress
Excellent, thanks for letting us know.,
great customer service from Anthony Davidson your rep
Anthony is highly experienced so you were in safe hands. Thanks so much for your business.
The new car salesman Anthony was brilliant. He kept us up to date regularly on how the progress of car build to delivery was going.
Overall superb service. Fast and efficient. A very good experience.
George was very helpful throughout the buying process and has been great at tailoring the package to suit my requirement.
Exceptional and refreshing no nonsense approach of sales executive Pauline Priestley. A credit to Eastern Motor Company and an excellent ambassador for BMW.
I received excellent service throughout!The experience of buying my new car was smooth and enjoyable.All of the staff in the dealership were attentive and friendly. Our 8 year old son was given special attention which was much appreciated by us.
Once ordered it took two weeks to move from one showroom in Scotland to another by which time I was on holiday
Apologises for the delayed delivery. I hope the car is going well.
Attention to detail from chris second to none.
Sales person was really helpful
Great salesman who listened.
Very friendly and efficient service.
Everything was handled in a very friendly and professional manner.I always find Chris and all the other staff at Newbridge very attentive.
The people who served me were excellent. But your policy and letting the customer know about the prices are very confusing. It is almost impossible to know what is the price of the car.
There were various issues resulting in me not getting the car I originally ordered within the required time scale however this was resolved efficiently by Anthony Davidson.
Great customer service
The customer journey I had was fantastic from my first visit when I took a test drive, to the purchase and delivery of my new car. Pauline Priestly was the new car sales executive who looked after me, and I can't praise Pauline enough.
After a rocky start with mis information given by a sales consultant who is no longer with the dealership, the new sales manager, Chris Henderson was excellent, completely turned the service around and restored faith.
Excellent attention at all stages of purchase / handover
Having bought all of my previous BMWs (5) from John Clark Aberdeen, I have to say that the purchase experience at Eastern BMW put John Clark to shame. The whole experience was a pleasure, and I would 100% use Eastern BMW again.
Excellent customer service. Chris, who sold me the vehicle, was friendly and approachable whilst remaining professional throughout. Delivery and collection was well organised and orchestrated to maximise efficiency on the day which was ideal.
Eastern BMW achieved the correct balance between friendliness and professionalism. The handover of my new BMW was undertaken with aplomb.
Staff friendly, knowledgeable. All aspects of the process were professionally handled.
Helpful informative staff keen to meet customer needs
My 8th BMW, my sales executive Anthony knew the product well and made me feel comfortable with the purchase
We were completely satisfied with our experience at the BMW Centre in Newbridge Edinburgh. Ross Callaghan, the Sales Executive we dealt with, was extremely helpful and a charming young man as well as very knowledgeable about the vehicles for sale.
My new car was the same model as my previous car so my expectations were met. Welcome to see the new upgrades in terms of technology however.
First class service
Chris Bunch was very attentive throughout the experience
The trim was incorrect on car and the wrong alloys.
Thank you for your feedback and your patience while we resolved this for you.
got what we asked for when we asked for it
I was actually overwhelmed by the whole process. I have bought many cars over the years however, I have never been made to feel so important before. The unveiling of the car was actually quite a clever touch and added to the suspense. Very well done!
Thank you for your kind words. Very much appreciated.
Helpful knowledgeable staff who allowed me to dictate the speed and information flow of the selection process.
I am pleased you enjoyed the process. Thank you also for all your years of loyalty.
Only 4.6 out of 5 because salesman forgot to have car filled with diesel as agreed, but will rectify !
That would be frustrating but thank you for your understanding.
The deal that was offered was honoured
Exactly how it should be! Thank you.
Friendly, knowledgeable and proactive.
Glad you enjoyed the experience.
I was very pleased with the sales process, When collecting my car I found that it was a bit dusty inside on the dashboard and there was also damp/oil mark on the dashboard which I had to wipe to clean up. This is the reason it was not a 5.0
Sorry about the mark and I know we have now revaleted the car. Thanks for your understanding.
Faultless communication and courtesy.
Excellent feedback, THANK YOU.
Great service from the sales advisor Hazel Pate......I've used Hazel before and she was very good then too.
Thank you for your kind words.
I visited Eastern BMW with a clear idea of what i wanted and the staff worked hard to get me the right BMW
We have focused very hard on minimising the number of visits so I am glad it was appreciated.
I requested a brochure for the car I ordered (320d xdrive touring auto with about £6500 extras) on the 28/12/.16 I e-mailed BMW centre,got an acknowledgement with offer of a test drive.but still no.brochure.On 26/2/17 I got one off the shelf. .
Thanks for your feedback, very useful.
George McGraw took his time explaining the options to us. We had been to an Audi garage the previous week and there was no comparison between the service we received.
We will keep this one!! Thank you so much and glad you appreciated the differences.
Completely satisfied. Thanks to Chris Bunch.
Glad Chris looked after you well.
My only comment would be giving the customer an online portal to view the status of their order. Calling up the BMW centre each time to find out something isn't a great experience and sometimes getting hold of the right person is difficult.
We totally agree and we will feed that back. Thanks
Salesman Chris Bunch knowledgeable, approachable and recognise my previous dealings with BMW in his quote
Thank you for your comments.
The sales representative I dealt with provided industry leading customer service, something I'd expect for BMW
Delighted to read your comments. THANK YOU
The process from start to finish was very smooth.
Sales staff are pleasant and courteous and also informative, I dealt with Hazel Pate. This is the second BMW 640 Grand Coupe I have purchased with the help of Hazel.
Your 6 series looked marvellous. Thank you.
We were greeted very quickly. We were asked if we wanted a hand, which we declined.When we started to look confused about the car we liked we were asked if we needed a hand. The man who helped us, Chris B, was nice and polite.
Well done Chris! Thank you for your business.
We're looked after very well at VIP event
The VIPs are very popular. Thank you.
George McGraw was very knowledgeable and patient with our situation. Customer service from all staff exceeded expectations. Show room was very clean and customer friendly. Very impressive compared to other dealerships I've dealt with.
Thank you for your kind words.
Chris was very friendly, attentive and knowledgeable. I felt at no time pressured to buy and he was very helpful. The car it's self is a pleasure to drive. All in all very happy with the service.
Chris is extremely experienced so you were in safe hands. THANK YOU.
Delighted with my new car and the service I received
Thank you. Melbourne Red looks fabulous.
we will contact you to discuss. Apologises.
Very relaxed environment and was always quickly attended to. I wasn't always kept well informed with the delivery of the car and ultimately was completely satisfied with the whole service.
Thank you for all your loyalty over the years. Your car looked fantastic.
from enquiring to purchasing my new car was hassle free ,that was the most important factor for me.
We are focused on Ease of Business, so I am pleased it went smoothly. THANK YOU.
because Eastern are the best
Wow, thank you so much!!
Easiest experience whilst totally professional
THANK YOU for saying so. That is so important to us.
Pauline Priestly was excellent, she was very much about the customer experience. She demonstrated great personal skills, strong product knowledge and wasn't pushy in any form of sales. Thanks Pauline a very nice experience.
We will pass this on to Pauline, this means so much. THANK YOU
I felt Catherine Coleman was fantastic at her job, she helped at every turn with every query and left me feeling I could ask anything to help at any time ... good job ..
Job done! Thank you.
Very easy process as a customer, the person looking after us was very knowledgeable and greatly assisted in ensuring we got the right configuration of vehicle that we wanted.
We recognise that customers want ease, so I am glad we achieved that for you. Thank you.
The personal attention of Pauline Priestly was a major factor. Her overall manner, presentation, product knowledge and professionalism was impressive and far beyond normal expectations.
Pauline works very hard to make this happen so I know she will be pleased to see your comments. Thank you.