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5.0SERVICE
4.0Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.
252 ratings and 147 comments received in the last 90 days.
05 April 2024
In particular, I would like to mention that Joshua Chaplin at Ocean BMW, Falmouth, made us feel very welcome and like highly valued customers. Full marks from us - it was great!
04 April 2024
a joy to deal with Georgia Sheen i asked her if she could match a deal i saw on the bmw new car list with a big retail offer a day later i got a call not only did she offer me the said car but with another reduction WOW. Georgia did great THANKS.
03 April 2024
All staff were friendly and welcoming.
30 March 2024
Everything was seamless
26 March 2024
Sales staff kept me informed through out the process
25 March 2024
Great team, really helpful, great customer journey
22 March 2024
Danielle Addy was so very helpful - first class
21 March 2024
Henry and Jordan looked after me from start to finish. Brilliant service
18 March 2024
Josh was awesome
15 March 2024
I was very close to giving 5 stars but I had said that I really liked the high beam assist only to find that as I was about to leave it would cost me £200. I will ask for this to be included when I receive the follow up phone call.
14 March 2024
Georgia was incredibly helpful, professional and supportive and responded to all queries in a timely manner.
06 March 2024
Delivery processed as explained
05 March 2024
Georgia was very easy to talk to and the showroom surroundings were good
05 March 2024
Good communication, done everything to meet my expectations
01 March 2024
Knowledgeable staff. Very friendly, helpful service.
28 February 2024
Everything was easy and explained well. Any questions I had were answered straight away
28 February 2024
Nicole was really helpful, friendly and efficient. She quickly helped us work out which model was most suitable for our needs. Her approach was knowledgeable, reassuring and approachable.
28 February 2024
Excellent service and love the Penryn showroom
27 February 2024
Perfect
26 February 2024
Everyone was very helpful and keen to answer questions. Showed me all I could want to know.
26 February 2024
Perfect service as I expected from the day I ordered until handover
25 February 2024
Fantastic experience with lovely people
25 February 2024
The staff were absolutely fantastic and I couldn't ask for better. Henry Warren was my main point of contact and he took me through the whole process - really supportive. Others like Jordan and Georgia were really friendly and willing to help too.
22 February 2024
As I've said the experience is unforgettable and that isn't just one person it's a team at Falmouth BMW that makes it so special
22 February 2024
They went above and beyond to exsplain everything 2 really nice salesmen so very helpfull
19 April 2024
I had nothing to complain about at the service center
19 April 2024
Easy to pre book service. Informed of any issues.
19 April 2024
Took a very long time!
16 April 2024
Very professional
16 April 2024
I was told that a standard first service booked in for 10am would take 90 mins, and I planned meetings around this accordingly - it ended up taking 3 hours and I missed a business meeting as a result. There was no extra work needed. If I had been tol
16 April 2024
I was disappointed with the work carried out on the repair of my car washer bottle as the wheel arch underskirt was not put back properly. I paid a lot of money for the replacement rubber seals , so would have expected all to be put back as original
14 April 2024
As I said above the service has been excellent
13 April 2024
I would expect to be satisfied for fairly basic work.
13 April 2024
Exceptional customer service from start to finish. Well priced.
12 April 2024
Bmw look after their long serving customers
11 April 2024
good service and well looked after by staff (thank you Jamie)
10 April 2024
Simple drop off procedure, car serviced and cleaned. Friendly helpful staff.
08 April 2024
Constantly kept up to date, friendly staff
07 April 2024
professional courteous quick service
07 April 2024
As above, very kind and helpful staff who assisted me in getting my car back on the road whilst on Holiday in Cornwall. I received several updates from the service team which I really appreciated.
07 April 2024
As this was a recall - we can only hope job has been completed satisfactorily,
05 April 2024
The service took about an hour longer than initially advised.
03 April 2024
Staff were very professional, timely and excellent all around. 5 stars.
01 April 2024
Fast efficient and comprehensive
01 April 2024
I have been a customer for years and still get excellent service
31 March 2024
All ok
30 March 2024
I like the convenience
30 March 2024
I had to wait 4 weeks for a service appointment with no courtesy car (that was further 2-3 week delay!) I was eventually given a courtesy car because I agreed to listen to a 'sales' talk. The car was fixed but I now have an engine fault light
30 March 2024
As above, Lisa was outstanding.
30 March 2024
Car was fixed, everyone friendly & helpful
29 March 2024
No feedback from BMW about work done
29 March 2024
Everything completed however service department did not reset my service warning. Even though it had the service every time I switch on it tells me a service is due in 3000 miles, the service it just had!
29 March 2024
Went without a car for 5 days no option of a courtesy car and when parts didn't come in I wasn't told about it.
27 March 2024
Service & recall booked. Indicated full day so curtesy car arranged. 8am arrival but 1.5hrs delay. Recall work not completed. Told to return next day promised complete but wasn't. Returned 3rd time to collect. Found coolant below min. Home visit done
26 March 2024
Great service
25 March 2024
Good service
25 March 2024
A few months ago had a warranty issue and the curtesy car was not booked for me and this time I was told I had to pay for insurance, the day after my service I notice the drivers side of the bonnet was not latched close
25 March 2024
Staff member Andy couldn't have been more helpful. Car ready on time and cost exactly as expected. Top service.
25 March 2024
So far the service level has usually been excellent, this tyres issue has taken me back.
25 March 2024
Car should have been under warranty but staff at falmouth didnt recognise that. I was made to wait over 4 hours for the car and then pay the full cost whilst they deliberated with BMW. This has since been resolved but not a good experience
25 March 2024
Everything was carried out with ease. Jamie who is very knowledgeable kept me informed about my car duringthetime i was there. All staff were friendly, polite and helpful.
24 March 2024
They seem to be taking away the face to face contact by
24 March 2024
Please see above. ( Also no bolts left off as with Dick Lovett who left off one rear brake caliper retaining bolt last year and never got back to me as promised when I told them about this)
23 March 2024
Lack of communication when the service manager, Lisa, was away. At one stage it was even uncertain if BMW actually had the car! This all started so well when Lisa phoned me on Thursday but then no one else had a clue. Fortunately she returned Tuesday
22 March 2024
Collect my car it was serviced returned nice and clean and on time . Not had a receipt for my payment No response to an Email
22 March 2024
Really good service, Jamie was great in keeping me up to date. Great to use the business area although the chair wasn't the most idea for the desk. Shame the coffee machine was broken.
19 March 2024
Much happier with my last visit compared to the previous one
19 March 2024
Extremely friendly, knowledgable and courteous staff!
19 March 2024
Very good, car came back as it was. If there was any questions I was always called before hand.
19 March 2024
Team were great from the service floor to service manager
18 March 2024
We had to wait in town locally for 5 hours as no offer of a replacement vehicle was made.
17 March 2024
Sort out what's necessary very efficiently
15 March 2024
They did there best for us in our situation.
15 March 2024
Had two recalls for EGR told not leaking no action taken when the letter from BMW says EGR needs changing
14 March 2024
Liars, poor customer service. You only need to look at recent Google reviews to see we're not the only ones experiencing such poor service
14 March 2024
See above
14 March 2024
The service is ok, BUT there is no data integration between mybmw app and Ocean Falmouth service . The March appointment was made with ocean in January. It never showed up in mybmw app. The app cannot be trusted . I have pointed this out for years.
14 March 2024
Not happy with on screen sign in and not having an interface with a service person. This is not the sort of service I expect from Ocean and BMW.
13 March 2024
My car was serviced , they also sorted out another issue found .I had a courtesy car , and the staff were polite and helpful.
13 March 2024
Everything good except having to wait for recall check.
13 March 2024
It was a re-call
13 March 2024
The cost is still high, and the lack of free courtesy car does make dropping the car in more difficult than it used to be. Online check-in seems to be forgotten when you are asked to check-in again within the store. This does add confusion.
13 March 2024
Although it was a vehicle check not a full service it was done immaculately and was very informative.
13 March 2024
I had requested a timing chain check as well as the oil change service, but this was not done. However, the Service was done in good time, the sales staff really friendly but I must say that the receptionist was rather abrupt initially.
13 March 2024
Very efficient.
12 March 2024
Electric check in good, car lovely and clean after, Andrew polite & efficient
09 March 2024
Easy booking in Waiting area and service good
08 March 2024
Car wash and service was very good.
08 March 2024
Satisfied with time it took car was cleared
07 March 2024
Dropped us off in Falmouth and cleaned the car too. Not sure re leaving keys in a box it looses the face to face feeling and the personal touch
06 March 2024
When I booked the car in the young lady on the phone said it would take up to 90minutes. So when. I took the car down I was told they thought I was leaving it. I had to leave it as it was still being diagnosed. I was stuck 40 miles away.
06 March 2024
Work carried out as agreed in the timescales advised.
04 March 2024
Great communication and fantastic service highly recommend
04 March 2024
The wait for my car was far longer than anticipated, however having missed my original appointment one was rearranged at short notice.
04 March 2024
5* staff and great feedback through a written report and video report
04 March 2024
Still get left a little in limbo while you wait, pre-check in doesn't completely solve this
04 March 2024
Overall good but the booking in system still doesn't work for me. The back office data seems incorrect and despite raising this a few times it doesn't seem to change.
04 March 2024
Car was in for safety recall - EGR Ollie was brilliant
04 March 2024
Well informed regarding work that was carried out.
04 March 2024
Top quality service clean professional just a joy to visit
04 March 2024
Extremely hospitable and honest with any questions
03 March 2024
Lack of knowledge for work carried out and request on check in was not actioned during visit. . Requested free health check. And i Received nothing. Also car was performing different when I drove away. To find out there was fault codes in all units
03 March 2024
Excellent from start to finish.
02 March 2024
Only after calling daily, and becoming a nuisance was communication improved. No efforts to make my situation any better were discussed, offered or even considered. I live in an extremely remote area, have elderly people to care for and a job to do.
02 March 2024
Everything was dealt with efficiently
29 February 2024
everything sorted for us and quick service
28 February 2024
In the weeks running up to the visit I twice told the garage I would need a new tyre as flagged previously by the garage. As expected, the car failed the MOT because of the tyre but they didn't have one in stock.
28 February 2024
The visit took 5 and a half hours. Not really a problem for time. Flagged battery and right indicators intermittent fault. First drive out right rear bulb failed on motorway. Explosive bolts out of time not told until end of visit.
28 February 2024
We knew it might take a while so dropped off the car and bussed into town. 4 hours later we went back and waited almost 2 hours at the show room without any update despite asking for one. But the car was lovely and clean when we picked it up.
28 February 2024
Kept informed ,friendly staff that were helpful
28 February 2024
Always helpful and friendly
27 February 2024
The necessary repairs and fault diagnosis were dealt with and rectified.
27 February 2024
Maybe a bit more detail in cleaning inside would be good after car service.
27 February 2024
Poor !
27 February 2024
Waited much longer for the service to be carried out on my vehicle than expected. My understanding was it would be 90mins, however it took approx 3 hours. I Was well looked after by the mechanic and definitely satisfied with the service itself
27 February 2024
Car always comes back serviced and valetted.
27 February 2024
Ocean have always given me good service
27 February 2024
Friendly and helpful staff.
26 February 2024
Staff wonderful. Outcome less so But very grateful for short notice loan car. My issue is the abscence of ongoing follow up for an active problem.
26 February 2024
Lies
26 February 2024
All went smooth on this visit was well satified.
24 February 2024
Wonderful customer experience. My car was serviced in great time, as it always is. Kerri-Ann, my service advisor, was so welcoming, kept me up to date during the service, and provided the exact customer service you'd hope for within BMW. Superb.
24 February 2024
Car was collected, repaired and returned without fuss.
22 February 2024
See above
22 February 2024
All carried out as requested
22 February 2024
Brake fluid service fine
22 February 2024
I was impressed with Andrew Freestone's service. He was very helpful and dealt with my puncture and replacement of the tyre.
22 February 2024
Ocean was let down by the protracted time it took to collect the car. We were greeted on our return by reception but then had a long wait despite the service desk having no customers, we had to prompt the service area who then simply handed over key
22 February 2024
Booked an MOT and brake fluid service and was told it would take two hours so could wait but it took nearly 3.5 hours to get car back
22 February 2024
Found the issue fixed the issue
13 February 2024
The repair was done quickly and to a very high standard as always by Ocean BMW, Lee was like Mr Incredible in his efficiency, Welsh chap Richard with the swoopy hair was super helpful also. Ollie did a perfect repair and took great care with my car.
08 February 2024
Had to make a return visit which wasn't ideal but the service overall was very good.
29 January 2024
Problem solved
29 January 2024
The service is excellent and after care service is good
28 January 2024
Concerned re the heating problem as the car is only four years old and has only done 21000 miles and it could cost up to £2000
28 January 2024
Excellent help Danielle and Josh
28 January 2024
Awful, stressful, rude and extremely unprofessional and for me as a disabled person, hurtful. I definitely expected better from BMW
28 January 2024
See above. Also conflict and lack of communication between the web sites of Ocean BMW and Falmouth BMW ( or national ? ) web sites. I was given conflicting information about what was due to be done from 2 BMW sources,
28 January 2024
Booking was hassle free via the BMW app. Easy booking in system on arrival. Only downside was the long wait even though the car had been finished.
27 January 2024
As above
27 January 2024
Consideration was offered for a goodwill gesture for a replacement heater required after 31/2 years and < 10k miles. 80% contribution to parts. Very happy with that as opposed to very annoyed.
27 January 2024
It was explained to me that the service count down on the dash is for the next service item and not just the next engine service which I didn't know that was on the car
27 January 2024
Couldn't have been better. Top quality service amd and video to show under the car
27 January 2024
Lisa was extremely helpful
27 January 2024
Professional throughout
27 January 2024
All good. No complaints other than I didn't get the usual video....
06 April 2024
from the start bmw kept in touch by phone , Checking how i was enjoying my new vehicle, also asking me if i had any problems relating to my purchase.