Sytner Group - Sytner Leicester BMW Anmeldelser 

1 star — Sytner Leicester have completely lost my trust
I previously left a very critical review of Sytner Leicester regarding their service department. Despite that experience, I decided to give them a second chance. Under the previous management, things improved considerably and, over time, they actually managed to regain my trust.
Sadly, this latest experience has completely destroyed that trust again.
I booked my MINI Countryman in for a 2-hour while-you-wait service. You would think that for a main BMW/MINI dealer, managing a simple service appointment would be fairly basic. Apparently not.
The day before the appointment I received a voicemail from a service adviser telling me that my car wasn't showing on the iDrive as requiring a service. I immediately tried to call back. Despite navigating through their telephone system, I couldn't speak to the adviser who had actually contacted me. I left a voicemail and also asked for a call back via WhatsApp.
Nothing. No call. No response.
On the evening before the appointment I then received a text asking me to confirm my booking through a link. When I opened it, it bizarrely took me to a car I owned 14 years ago. What an absolutely ridiculous level of administrative incompetence.
The following morning, before travelling to the dealership, I again tried repeatedly to contact the service department to establish whether my appointment was actually going ahead. I left two further messages, on top of the previous day's message.
Still nothing.
I eventually had to go back through my original email correspondence with BMW and contact the adviser who had initially booked the car in.
I then discovered that someone in sales had the appointment recorded as 10:00am, whereas my written booking confirmation clearly stated 11:00am.
Eventually, the original adviser I had dealt with called me and confirmed that, yes, the car was booked in for 11:00am and that I should arrive as planned.
So I did.
I arrived at 10:45am and handed the car over.
At 11:10am, I finally received a call from the adviser who had left the voicemail the previous evening — the same adviser I had been trying unsuccessfully to contact repeatedly.
I was then told they were running behind and that my 2-hour appointment was now estimated to take around 2½ hours — and, importantly, that was only an estimate. I was told it could take longer and was very unlikely to be shorter.
At that point, I made it perfectly clear that I had booked a 2-hour while-you-wait appointment and that if they couldn't honour that commitment, I wanted my car back.
I was asked to hold while she spoke to the service department.
She returned and confirmed they couldn't meet the 2-hour timescale.
So I said I wanted my car back.
And that's what happened.
I drove away without the service being carried out.
This isn't simply about a service running 30 minutes late. Things can happen. This is about an astonishing catalogue of incompetence:
Appointment times that don't match.
Incorrect vehicle information on the confirmation system.
A service adviser leaving a voicemail and then being virtually impossible to contact.
Multiple unanswered calls and messages.
No proactive communication whatsoever.
Having to chase them repeatedly just to establish whether my appointment was actually happening.
Accepting the car into the dealership despite apparently knowing they were already running behind.
And only after I had handed the car over being told that the appointment they had specifically sold me as a 2-hour service couldn't be completed within the agreed time — with the revised 2½-hour figure itself only an estimate, potentially longer and very unlikely to be shorter.
I had already complained about Sytner Leicester's service previously. I gave them another chance.
Under the previous management, they actually managed to turn things around and regain my confidence. I genuinely thought the problems were behind them.
I was wrong.
This experience has taken me right back to where I was before — except this time it is arguably worse because I gave them the opportunity to prove they had changed and trusted them again.
They didn't just fail to deliver the service.
They failed to deliver the basic level of communication, organisation and professionalism that any customer should reasonably expect from a premium BMW/MINI dealer.
I wasted my time, made repeated calls, left multiple messages, travelled to the dealership and ultimately drove home with exactly what I arrived with — a car that hadn't been serviced.
Second chances are supposed to be earned.
Sytner Leicester have now used theirs up.
I certainly won't be giving them a third.

As soon as I drove into the service area I was welcomed and my car was taken away for the planned tasks. As I had booked a sit and wait appointment the use of the waiting area was very comfortable with drinks and snacks available. The planned work was completed as expected and I was kept up to date on progress. An excellent visit to the service centre.

This was my first time at sytner meridian and it was a pleasure to bring my car here check in for my work to be done was achieved through their fast lane facility which was brilliant and I had regular online updates of my cars progress as well as phone updates from very helpful staff even when I picked my car up it had been washed and the final transaction was a smooth process, 5 stars sytner a professional service from start to finish

Work carried out on time. Comfortable waiting area.

Excellent service and support provided by Ashley aftersales service manager.

Really pleased with the customer service and support from the team at BMW, kept me updated with the work being carried out. Staff very friendly and professional. Highly recommend.

The advance arrangements were simply organised and I was sent reminders ahead of the attendance date to ensure the service date was remembered.
Arrival, despite the facility being busy, was its usual efficient and well organised process. My service technician, Imran, was friendly and courteous. He made sure that I was apprised of the specific work required for my vehicle, and kept me updated with progress of that work throughout the day. Excellent service start to finish.

Used car sales person was personable and easy to communicate with both face to face and via email/phone going above and beyond on two occasions.
I had an appointment to test drive a PHEV car, on arrival the battery had zero percent charge - not great (same happened at a different Sytner dealer only for that one the battery was charged but there was no fuel in it!)
I found the whole buying process was way too much faff with business managers and sales managers involved. From paying a deposit to collecting the car took too long. Also a simple request I made four days before collecting the car was not done (I'd also phoned the day before as a reminder) To be fair I was given a full tank of fuel as compensation.

Seeing the same familiar faces at Leicester BMW for so many years suggests the working environment is good, and I think this is reflected in the customer service they provide.
I was very happy with the work undertaken, which was mainly a recall, but I took the opportunity to get a couple of other things done.
Imran took care of me courteously and efficiently, plus ensured prices were reasonable. Thanks

Proximity to home and the ability to wait whilst work is completed. Friendly staff, great customer service, work completed on time and a great wash and vacuum. What's not to like

The whole process from booking an appointment to collecting the car was easy and pleasant.

We have been regular customers of Sytner for years. Easy to book an appointment. Clear information given at the time of booking. Per usual excellent experience! Warm & friendly reception team who look after you very well.
Efficient service team who always check what you need & keep you updated.
5 stars all round!

From booking right through to the day of service the communication I received was clear. Imran also kept mee up to date whilst waiting and staff were friendly and helpful

Always feel welcome everytime we visit the showroom. The staff are all professional in their own rights from reception to sales.

Denil from the used car sales was amazing from the start of our journey to the end of purchasing our upgraded BMW

Great customer service. They booked an office for me to work from whilst my car was in the garage and checking in to see if i was okay and all.

Sytner Leicester always provides an excellent care and customer service. Courteous staff. Clear instructions to book the car in advance. No wait at drop off and pick up. Good overall service.

I recently had my X5 serviced at BMW Sytner leicester , Mark Barrett and his team continued to give me a 5 Star service from start to finish. The team kept me informed all the way through the process whilst I waited on site, meeting all my expectations and the car was returned back to me within a couple of hours serviced and cleaned .

Thank you again

Simon Bannister

Based purely on the experience provided by the advisor on the day of the visit.
Very nice and friendly, always clear in explaining the issue and finding a way to suit my circumstances on the day

Excellent service. I was kept informed by Lisa and the service was efficient but friendly. Highly recommend.