Neil C

Bad Communication and Over Priced

My Mother took her car in to be serviced by Stephen James Ruxley, she was initially told that it was a minor service and would be around £100. During the day they phoned her up and told her it was actually a major service and wouldn't be ready until the following day, she told them that she needed her car the next day and couldn't do without it, after some discussion they said it could be ready by the close of business. She has had it 6 years and has always had it serviced and MOT'd there, so I don't understand how they could make such a basic error. When I took her there to collect it I asked what the difference between there service they initially quoted and the one she actually got, this is the real joke here that all owners should be aware of, a basic "service" for £100 is not a service at all rather "an inspection" he told me that they look it all over and check for issues and also plug it into a computer to see if that brings up any fault codes. That's it, that's all you get for a hundred pounds at BMW now days, no actual work is covered by it, all they do is send you a nice little video of them looking at it, there are no change of fluids, filters or any other serviceable part, absolutely nothing, in my book that is not a service and not something worth spending £100 on. Now the actual price they charged for a real service was around £595, this did apparently include oil, oil filter, brake fluid, spark plugs, etc, everything you would expect for a major service, the problem is still the price, even considering BMWs high labour charges this still overpriced, you get no discount for the items as opposed to buying them over the counter at the parts department and doing the work yourself, I would have expected a discount as a package deal but no, you pay full price for everything. I asked them to send my mother a full itemised breakdown of the work carried out on the invoice, I was told this would be emailed to her straight away, 3 weeks later as far as I know she still does not have it. I believe she also filled in the customer feedback form that they sent her and told them she was not happy either, and they haven't bothered to get back to her from that. She has been a customer there for over 30 years and this is what you get.