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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.
318 ratings and 162 comments received in the last 90 days.
03 April 2025
Ewan Swanson at BMW Newbridge Edinburgh was a pleasure to deal with and was very attentive.
03 April 2025
got what i wanted
03 April 2025
Car purchase was seemless. Ewan's knowledge and enthusiastic manner was perfect to help us explore new car options. During the order and build period Ewan kept us informed and on delivery day helped us set up and understand the new tech.
02 April 2025
Helpful and well informed staff
01 April 2025
Staff fully attentive helpful and knowledgeable
01 April 2025
No complaints kept informed constantly
28 March 2025
Simon was extremely helpful every step of the way. He talked us through our options and explained everything, and didn't pressure us at all. He had great communication over email & phone and answered all our questions. Overall, really happy.
28 March 2025
Really satisfied
24 March 2025
I am completely satisfied with whole experience.
22 March 2025
Staff were excellent and kept us fully informed throughout the whole process from time of order until delivery.
16 March 2025
Awesome from start to finish. Ewan Swanson was a class act & he kept me informed regularly regarding delivery etc.
14 March 2025
Simon is a great help and a pleasure to deal with.
13 March 2025
Everything was handled in a professional manner and any issues that arose were addressed to my full satisfaction.
12 March 2025
I Can't fault the service provided by any of the team at Eastern BMW. Mark Scott who sold me the car was very polite, knowledgeable and personable during the whole process of selling me the car. He kept me informed of progress during the process.
09 March 2025
Again great service
09 March 2025
I find Eastern BMW's showroom a very nice place to be. The staff are very friendly and the coffee very good. My sales rep, Thomas Pickburn is a very pleasant person to deal with.
08 March 2025
Eastern BMW always provide excellent customer service. The staff are friendly and welcoming.
05 March 2025
The staff at Eastern BMW from the sales staff to the management have been very helpful throughout and we have no complaints about any part of their service. We now have another vehicle from them so fingers crossed it all goes well.
05 March 2025
Very friendly service with no hard sell.
03 March 2025
The sales representative Thomas was friendly, knowledgable and able to explain the car and the process very well. He was very easy to deal with.
01 March 2025
Would have been completely satisfied if my expectations around delivery date were managed better up front. But the team went out of there way to compensate for this once the car was delayed.
28 February 2025
Simon Anderson was great. He made sure the whole process was as smooth and as stress free as possible for me. He supported me fully throughout the whole experience.
24 February 2025
Everything went very well from start to finish.
23 February 2025
Staff very helpful and Mark Scott, my salesperson at the Eastern BMW branch explained everything fully and was able to collect my car within a week of purchase.
23 February 2025
Friendly staff, great showroom with wide range of vehicles.
22 February 2025
As above. No issues with experience. Thomas was excellent. For a trainee sales person I couldn't fault him. If he didn't call me pre VIP event I probably wouldn't be in a new car.
18 February 2025
Our sales exec Mark Scott was excellent and great level of customer care.
30 January 2025
The vehicle was delayed due to adverse weather conditions which was fully understood but everything thing was rectified to our full satisfaction.
19 January 2025
Again Lucy was very knowledgeable and made everything very clear and simple.
07 April 2025
Kept in touch throughout.
05 April 2025
Shockingly negative experience. Email telling my son that my car was ready to pick up. Having arrived, 45min wait, not washed, car blocked in
05 April 2025
The email sent to car owner keeping you in the know with what's going on with your car in real time is a great idea .
04 April 2025
Very satisfied but quite pricey.
01 April 2025
Communication was great start to finish. Did the job while I waited which saved a lot of time going back and forward to the garage .
01 April 2025
Fixed all repeats first time on time and gave me a date off my choice
31 March 2025
As above, but also responsive and attentive during a long wait.
31 March 2025
I had pre-booked a courtesy car while my X3 was being serviced and MOT tested. Everything was organised and prepared for our arrival. Our Service Adviser - Morgan - was excellent, dealing with a couple of issues regarding parts and a warranty claim.
30 March 2025
Having been a customer for over 25 years this was the usual great service I've become used to
29 March 2025
Very satisfied with the work done on my car. The overall health check is great with the video sent to me before collection of the car
28 March 2025
Helen was great.
26 March 2025
Service on the day was faultless. Far too long to wait to get an appointment versus other BMW garages.
24 March 2025
Everyone is so nice
24 March 2025
Great experience with constant communication.
24 March 2025
Good communication and updated frequently on work statius
23 March 2025
Quality of care that you provide
23 March 2025
We were treated with respect.
23 March 2025
Updates should have been more proactive.
23 March 2025
Disappointed when I specifically asked for someone to look at my heads up display. I explained I had gone through all the normal checks and that a specialist needs to look at it. They didn't do this.
22 March 2025
Satisfied with everything done for myself and work carried out on my ca
22 March 2025
See above.
22 March 2025
great service & well communicated by Morgan who dealt with my car
20 March 2025
Carried out only what was necessary, saving me money.
19 March 2025
I've been using eastern bmw for all of the vehicles I've owned and the service provided has always been spot on
17 March 2025
Straight foward process from reception to leaving in a clean car . Customer service manager whom i forgot her name . X bank manager . Was very helpful and informative. Not much more you can say
17 March 2025
Only electric courtesy car available Oily foot print left on drivers floor mat
17 March 2025
Waiting time kept to minimum and car valeted.
17 March 2025
Pick up, servicing and return of the vehicle went completely smoothly.
16 March 2025
All completed on time and as requested
16 March 2025
Staff were extremely helpful especially the salesman Mark Scott.
15 March 2025
Technicians audio in video summary was poor
13 March 2025
Everything went smoothly
13 March 2025
Car was returned with tyre pressure low and I was told
10 March 2025
Delay in getting an appointment was frustrating as was having to leave teh car overnight. Staff member sourcing parts quicker than originally planned was a positive.
09 March 2025
Great service from the minute I walked in the door, service advisor was lovely and kept me informed.
09 March 2025
Good care and attention to detail and clear timely communication.
09 March 2025
car developed pdc fault before my service, phoned this in 4 days before my appointment, fault was written on job sheet by receptionist on my arrival, fault wasn't investigated, had to book another appointment for April to plug in a diagnostic machine
09 March 2025
Car was serviced and returned cleaned at the times promised.
09 March 2025
Everything was excellent. Communications, customer experience, paperwork. Made to feel as if mattered.
08 March 2025
The work was carried out as per predicted time estimates which was important to me given my other commitments that day.
08 March 2025
Quality of work exceptional!
08 March 2025
Great customer service from start to finish and always kept up to date regarding the progression of the job
08 March 2025
Everything was completed in one day. Had to wait a few hours in the service centre but the coffee and biscuits helped. Also a small courtesy goodie bag for getting the recall work done
07 March 2025
Attentive staff and good workmanship.
07 March 2025
Very friendly staff, always get amazing service from Eastern
07 March 2025
Vehicle uplifted and returned valetted.
06 March 2025
Kept us well informed of progress.
06 March 2025
The service was great but the price let it down somewhat.
05 March 2025
Repair took far too long, courtesy car was a lower spec and my vehicle was handed back unwashed.
04 March 2025
Job done as requested
04 March 2025
All problems are solved with a smile.
04 March 2025
Excellent..experience See above
03 March 2025
The service visit went as smoothly as I could have expected really. Booking was straightforward, the staff were pleasant and courteous. My car was washed and vaccumed after the service. Thank you to service adviser Gemma Sloan
03 March 2025
As above. Also - good updates throughout the day from Morgan.
03 March 2025
Morgan was really helpful and kept me upto date throughout the whole process and arranged a courtesy car when it was clear I would not be able to take mines home that day.
03 March 2025
Very satisfied. Holly was most friendly and helpful keeping me updated regularly. Upon return of the car, it was clean and in good running order. Thank you mechanic. We don't get a chance to see you, most appreciation to you in the workshop.
03 March 2025
Friendly staff kept me informed at all times.
03 March 2025
Long wait times for loan car Loan cars are not like for like vehicles Poor communication after vehicle was collected about further warranty work required Fantastic communication from Morgan my service advisor when my vehicle was in the workshop
02 March 2025
When I made the booking I let the person on the call know I needed a new battery to then be charged £180 for bmw to tell me I needed a new battery. I was contacted 10 minutes before closing time to tell me to come collect the car.
28 February 2025
Timely service with transportation support to & from City allowing us a day out whilst car serviced
27 February 2025
Given regular updates
27 February 2025
Great communication. All staff encountered were professional and friendly. Morgan provided regular updates and promptly responded to queries.
25 February 2025
The service was completed by mid-day. However the MOT then somehow managed to take until 5pm and I even had to ask them not to wash the car in order to get home in time.
25 February 2025
Great and cheaper than quoted. Only slight issue for me is how it took until 1pm to get my car in for service after bringing it in at 8am as asked, would be great to have slightly more accurate time estimates!
25 February 2025
Key area addressed promptly. Comments above about car washing are the only feedback.
25 February 2025
See above
24 February 2025
Couldn't have dealt with anything better.
24 February 2025
Tried to over charge me and me had me waiting a long time when collecting. Tried to send me away without invoice
23 February 2025
As above - good service and clear, regular updates from Morgan
23 February 2025
Kept up to date with what was happening and staff very friendly
23 February 2025
The service experience was provided to the high standard I have become accustomed to.
23 February 2025
The video of my car's free health check was very poor due to a great deal of background noise making it extremely difficult to make out what the mechanic was saying. I advised Holly who was handling my booking that day and she assured me all was fine
23 February 2025
Reception girl advised it was a private service although done through alphabet. I wasn't leaving car until it was confirmed paid by lease company.service girl .clarified as I had a courtesy car the service defaulted to me this needs updated on system
23 February 2025
I was very impressed I received regular updates throughout the entire process.
22 February 2025
Very slick customer service
20 February 2025
customer services you get is amazing the currency car you get osam the feedback you get about your car. Washing and tyre shine on my car and to see my car park up next to all the others I thought waw my car looks stunning looking.
19 February 2025
Realy good service
19 February 2025
Had 2 contacts, thus far. Both excellent. Highly commend Morgan Timmins.
18 February 2025
Thé service experience was wonderful
18 February 2025
Service advisor, Helen Briggs, was excellent. Fault was diagnosed as requiring reprogramming but that failed to cire the issue. A new part was required to be ordered and fitted which meant leaving the car at Eastern over the weekend.
18 February 2025
Easy to get booking and very friendly staff. Helen Briggs is just great.
17 February 2025
I needed a new tyre and dealership were great at sorting with my lease company
17 February 2025
all done as arrnaged
15 February 2025
Two issues stopped me giving a higher score, both relating to attention to detail. First issue was the engine bay not being cleaned of a coolant spill during the EGR recall process, second was wrong mileage on the invoice by some 60K miles!
14 February 2025
Initially, I felt the service poor, with sales personnel changing without notice and 3 delays in the car being handed over. Communication with sales people was patchy. However, my frustrations were eventually addressed in a goodwill gesture.
13 February 2025
Not informed or kept up to date with progress on recall fix, no offer of refreshments, vacuum and internal clean extremely poor, felt and was ignored. Will probably change garage in future.
13 February 2025
Work carried out efficiently and quickly and to my surprise price for the tyres was not as expensive as i thought.
12 February 2025
Morgan, in collaboration with the warranty manager and technicians overcame many difficulties including non-availability of parts due to age of vehicle.
11 February 2025
Staff and service at Eastern BMW are unfailingly polite and helpful.
11 February 2025
Rating down to problems still showing with Drivetrain warning light seemingly sorted and after drive home from garage the Engine Warning Light also illuminated!
10 February 2025
Issue was fixed
10 February 2025
Very happy with all round experience
10 February 2025
I needed help in a hurry and got it.
09 February 2025
In comparison with other big companies BMW win hands down on treatment of customers. The girls were all lovely and accommodating. I misread how payment should be made there was no problem and i was not made to feel foolish. Very refreshing and kind.
08 February 2025
All good apart from the silly charge to dispose of the brake fluid
08 February 2025
Kept informed.ed of car status throughout day. On collection Customer service excellent.
07 February 2025
I was given all information as my car was getting serviced
04 February 2025
Couldn't fault anything
04 February 2025
Kept up to date,
04 February 2025
Well, I'm not a car mechanic, but every time I've gotten my Baby X back from repairs, I've never had to return the next day shouting at anyone! Considering my sort-fused-Mediterranean-temperament, that's quite an accomplishment and a win in my book!
04 February 2025
All work completed within time frame
03 February 2025
They let you know what is happening we ith your car.
03 February 2025
Almost completely, on this occasion the problem was not rectified so I will now have to book the car back in for the third time. I accept these things happen!
03 February 2025
Very professional staff from reception to servicing. Looked after me very well, great communication keeping me up to date and the coffee was excellent ??
03 February 2025
Poor communication from dealer no phone calls just the odd text message were they didn't even identify who was sending the message.
01 February 2025
Great service, shown great empathy for my situation. Problem resolved quickly with great communication. Can't thank them enough. Morgan was the best servicing rep I have dealt with over many dealerships.
01 February 2025
Great communication on MoT progress.
01 February 2025
Oil and filter plus microfilter service required, booked in at 9.30am didn't get my car back till mid afternoon which I thought was a bit too long a wait for a small service other than that very satisfied.
30 January 2025
The actual MOT and health check were fine however on this occasion the communication was poor. I left my car first thing in the morning and I had to phone 1pm ish to find update. Eventually received a text message at 16:45 saying car was ready.
30 January 2025
I can't give any other score. I was without my car for three weeks. The text updates were helpful. I asked the Service Manager to contact me. Two weeks later he did, left a message and said he'd phone me back. That didn't happen.
28 January 2025
Nice staff. Good service at showroom. No follow up when I asked for a chance to discuss the findings at the inspection both on picking up the car and afterwards by email.
28 January 2025
You did everything you said you would within the timeframe you said
28 January 2025
Generally very good, recomended a new rear wiper blade on health check, but I was not asked if I wanted it replaced, had to go and get one myself, would have been nice to get this done at the same time as the service.
27 January 2025
I like the text message updates as it's easier when I'm at work and I'm meetings
27 January 2025
Kept informed at all times during the service process
26 January 2025
Was keep informed about my car and very good service team
26 January 2025
Eastern fitted me in at short notice to repair my windscreen washer pump. BMW formerly Peter Vardy said February at the earliest!!!!
26 January 2025
Helen at Eastern service department was fist class and Eastern have been consistently very good for over the last 35 years.
25 January 2025
Lady at reception and service advisor were both very friendly, polite and helpful
24 January 2025
First class service. Will not be going anywhere else apart from here for my next car
24 January 2025
Advisor side completely dissatisfied due to not answering my messages. Service to my car average from it going in till me getting it back a week and half to carry out the work. Left the garage onboard service not updated.
22 January 2025
Everything handles efficiently at the last service
22 January 2025
All work done on time and excellent customer service.
21 January 2025
Customer service needs improving
21 January 2025
Gave opportunity to bring the Car earlier
21 January 2025
Always a high quality service and pleasant staff.
21 January 2025
They Always inform you how the work is progressing while you wait
20 January 2025
An excellent customer experience from start to finish. Amazing friendly reception staff, clear communication throughout the day and car nice and clean to collect. A problem with a charging cable to was efficiently resolved as well.
19 January 2025
Good information, time spent and Ewan really listened to my needs
19 January 2025
My vehicle was dealt with immediately and returned like new after being cleaned inside out.
18 January 2025
Always a great experience with the service from eastern
18 January 2025
Car valet was of shocking standard, demonstrating lack of care. Service manager stated same when he came out to inspect warranty claim. Gemma provided excellent customer service, I'm hopeful to hear back on warranty claim soon.
03 April 2025
Simon was amazing, really clear throughout and found me my dream car in purple!