Samantha King

Review of BMW Group UK

Absolutely the most shocking experience- disgracef...

Absolutely the most shocking experience- disgraceful behaviour from BMW Soper Lincoln & BMW Assist and their designated car rental team Enterprise .........After an accident where our vehicle was hit from behind we contacted BMW Soper Lincoln where we purchased our less than 3 year old BMW XDRIVE. We asked if we could have the vehicle checked for damage especially to the under carriage and a quote for repairs. We received a call from a company who wanted to know every detail about us, the vehicle, the accident and our insurance details. After answering several questions we stopped the caller and asked why they needed all the information when all we asked for was for BMW to check the car over and give us a quote. We contacted BMW and explained again what we had initially requested. We were informed to contact BMW assist who would arrange for someone to visit and look at the car. This was not the case as we were informed they do not cover our area as they based in Sleaford. It was then arranged that BMW assist would arrange to have our vehicle collected and taken to BMW Soper Lincoln. BMW assist confirmed we would receive a courtesy car when ours was lifted and taken to BMW. After 3 hours of a courtesy car not arriving I contacted BMW assist and was informed that their notes did say we needed a courtesy vehicle but for some reason one had not been organised. We then received a call from Enterprise head office and it was confirmed that our local Enterprise would contact us to organise a courtesy vehicle. James from Enterprise Worksop called and advised after the conversation lead to me confirming we needed the vehicle to transport our pet to urgent vet appointments he advised they do not allow pets in their vehicles. After speaking with BMW assist James called back and informed us that he is willing to overlook it on this occasion. We were then informed that all the cars were out apart from Nissan Xtrail. We were informed that the vehicle must be returned fully fuelled though it arrived three quarters full. We have no idea how we are supposed to be able to utilise the boot for our lap tops etc.. while travelling as there is no parcel shelf n the vehicle to cover what is in the boot. Today we received an email from Soper BMW Lincoln asking how our car was. Concerned we emailed back and telephoned to ask where our vehicle was and were informed someone would get back to us as the vehicle was taken from our driveway 2 days ago. Two hours later we called again as we had received no call as promised and at that point we informed them we were going to contact the police as we did not know where our vehicle was and worried it had been stolen was the only explanation as the receptionist we spoke to confirmed that when a vehicle is brought in it is booked in and a job sheet issued and she could not see one. As we were calling the police the receptionist called back to say she could see our vehicle in their work shop. We asked to speak with a senior manager and were informed there was not one available. Shocking, disgracefully treated by all three parties. JB.