Carlians, East Horsley, Surrey

I been looking for a 6 series BMW gran coupe for a while with reasonable price and low mileage looked at many in main dealers and even auctions without any success, until Carlaine came to rescue. I saw ithe BBW advertised in Auto trader, called them got an oppoitment for the next day. The salesman was very polite and helpful, not pushy or arrogant. I found him very honest and straight to the point. The price for BMW was reasonable (they have to make living) but he went out of his way to get the deal. They put two new tyres worth £400 and changed all the brakes. I would recommend this garage to anyone who is look into get a good deal. They also do service which will use.

Thank you Carlaine.

Arrived at the office having seen the car on the website the sales man was on the phone I waited pateintly for him to finish there was no smile or indication he knew I was waiting and would be with me shortly. The salesman showed my around the car wasn't able to re a sure me about the history. We sat in his office where his body langue told me he thought he was the king. From there it just went down hill I decided against buying from this outfit despite they had what I wanted.

all the staff were very friendly and knowledgeable, also very helpful,

thankyou

Hi Paul

Thank you for the excellent service I received when I purchased my car from you. You were most helpful and friendly and very professional. I am very happy with my car and would certainly purchase another from you in the future.

Many thanks

Denise Stovell

I rang in the morning to advise I wanted to look at a part exchange then half an hour before to say I would be coming. When I got there I was told I would have to wait at least 40 minutes(not ideal with 2 kids in the car) when I said that he shrugged his shoulders and said 'dont buy it then' and walked off.

One of the worst experiences of customer service I have witnessed & a complete waste of my time

Me and my partner bought a Volvo XC90, from day one we had great comunication with the sales office, was very happy with everything that they could and have done for us, and as long as you know what you want they will be very happy to help youthey never was pushy. Also the aftercare they gave us was second to none.

Visited this garage last weekend. They have a large selection of well presented cars. Was able to look around and drive the two vehicles I was interested in without feeling rushed or under pressure to purchase. The members of staff are friendly and knowledgeable.

The dealers salesman Neil employed pressure tactics to close the sale of a car claiming they were BMW specialists not knowing how the full function capabilities of the remote that opened the car. The cars owner history was not discolosed and an appointment made to collect the car without full set of keys and vehicle V5 (tring to palm me off with a photocopy - claiming lady owner had put it in post 4 days ago with spare key!!???)

The salesman when asked to drop the price of the car being sold at £12000 by a further £300 for works that would be required to put right defective paintwork and key issues refused - saying and I quote "this is our showroom we call the shots not you" was very quick to offer a refund of my deposit and send me on my way! - also they would not negate the deal they had made with me on phone but were prepared to prolong the sale untill they had the documentation with no compensation for my wasted journey! Did not even offer me a refreshment and I had driven for an hour!!!!

From someone who has worked in the sales industry and customer service for 10 years what an unprofessional and bullyish way of treating the customer. They need a visit from Mary Portas and could do with getting sales for dummies as well as a customer service course.

A disappointing waste of a day!