Wellsway BMW, Bath, Somerset

New key ordered from them as only key to the car was stolen was told I needed to order a new one at the cost of £170 so went ahead received the key plugged in did not work, spoke to them over the phone they said I will need to get the vehicle to them even though it didn't move as stuck in park and locked! Managed to trailer it to them where they then charged £108+vat to plug in diagnostics to tell me some one has disabled the new key slots. They then told me I needed a new cas and another set of keys and the one I just brought was useless and is non refundable. They couldn't provide me with a courtesy car. Two weeks later they were still waiting on parts and after a long discussion managed to obtain a courtesy car for me a further week passed by I rang them up they told me they would get back to me in 5 mins around 5 hours later had to call them back they then told me they could not Carry out the full programming and it would incur a further cost for coding for the CD player as that was stopping them from a software update in the end it took 3 weeks and a further £704 for the new key cas an programming.

Picked the car up it was in a state covered in bird droppings and oily finger mark Bonnet on latch gear gaiters not clipped in place foot mat wedged up in footwell, absolutely hurrendous company to deal with they act like they are Ferrari or rolls Royce have been in ferrari garages and received a better greating never buying a bmw again and I was looking at buying a new vehicle do not want to deal with them again!!!

Had an ongoing issue with tyre wear causing two tyre blow outs and asked for causes and explanation. Car had always been maintained at this garage. Found tracking to be at issue but was told it was a rear spring failure causing problem. When quizzed as to why this was not identified at the MOT, was told it might have only just happened. When asked then why I have been having all these tyre failures/excessive tyre wear, they would not answer. Wrote letter of complaint and spoke to service manager. Very condescending. His response, "We only look to the future, not the past" I am of the opinion that previous work on the rear of the car had contributed to the problem by not doing an alignment check on completion of the work. Will never trust them again.

Although I live in Bath, I have been tempted to take my car to the Bristol BMW dealership despite the distance and inconvenience. One expects only the highest standards from a BMW dealership thus to walk out an unhappy customer for whatever reason is a failure of their customer service. They do not provide any service that exceeds one's expectations.

I've bought a couple of motors from Wellsway, including a couple of trade-ins, and have dealt with a number of different sales staff, service personnel and finance people. Every last one of them was professional, kind and courteous.

The dealership is a credit to the brand, frankly.

Naturally you never want to pay as much as the dealer wants, and I'm not suggesting anything different here. You can't have it all can you!

But generally if you are in the Bath area, then you need nothing else.