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If you need to get in contact us for any reason you can Call us on 01738 630001. If it is out-with business hours please call and leave us a message or email email@example.com
Grassick’s Garage Ltd. Complaints Procedure We hope that you're pleased with any purchase you have made or service you have received from Grassick’s Garage Ltd, and that you will never have reason to complain - but if there's something you're not happy with, we would like you to tell the relevant team here about it so that we can try to put matters right for you. Grassick’s Garage Ltd is authorised and regulated by the Financial Conduct Authority. Complaint handling and dispute resolution process Contact us straight away. Either by calling 01738 630001 or by e mail to firstname.lastname@example.org By post to: The Customer Care Manager Grassick’s The Triangle Dunkeld Road Perth PH1 3GA Escalating the complaint If after contacting us you feel we still have not resolved your complaint satisfactorily, please email or write to the Managing Director at the address above. If you wish to contact either BMW or MINI directly for any problems relating to a new car or a car still under the manufacturer’s warranty or to a manufacturing defect, please contact Customer Service – North on +44(0)370 5050160 or by e-mail to email@example.com As an alternative Grassick’s are members of the Scottish Motor Trade Association (SMTA) and they operate a Complaints Conciliation Service for their Members. You can find out how and what the service offers customers by copying the link below to your browser. http://www.smta.co.uk/consumers.php?id=202 or calling 0131 331 5510 Grassick’s also subscribe to the Motor Industry Code of Practice for New Cars as well as their Service and Repair Code of Practice. The New Car Code of Practice sets out the standards that vehicle manufacturers comply with regarding; • New car warranties • Availability of replacement parts • Advertising • Complaint handling The Code details promises given by vehicle manufacturers and contains guidance to assist the consumer. As a subscriber to this Code we are fully committed to delivering and maintaining the highest levels of service to our customers. The Service and Repair Code commits us to: • Honest and fair services • Open and transparent pricing • Completing work as agreed • Invoices that match quoted prices • Competent and conscientious staff • A straightforward, swift complaints procedure The Motor Codes Advisory and Conciliation Service will offer free impartial advice and when appropriate an Alternative Dispute Resolution (ADR) service that we are fully committed to in the event that you are not satisfied with the outcome of a dispute. For further information, you can visit their website at www.motorcodes.co.uk or call their Consumer Advice Line: 0800 6920825.
The service I received was exceptional. My exhaust broke in two (under warranty) returning home from a family weekend away. With a full car and 2 young kids on board, Grassicks took us in, identified the issue and subsequently arranged a courtesy car
Service completed within time agreed. Type of service explained. Car returned washed and cleaned. Was driven into town and collected from town whilst car being serviced
The work is always carried out quickly and efficiently.The staff are all very helpful and inform you what work has been carried out.
The level of customer care service at Grassicks is second to none. After being welcomed to the dealership,I was made aware of the work to be carried out on my car,how long it would take etc.
Very impressed with the video inspection of the motor and the explanation of what was taking place, engineer was very competent and informative of any issues.
Car picked up and returned.Valley rd. Excellent.
Customer service was excellent
Work done professionally & quickly
Fast, friendly totally completed service.
Service completed in time stated and the result sheets of the service were explained to us. We were also telephoned on the next day to see ho w we had got on.
Trouble free and carried out in time stated
Efficient service, professional staff and an excellent car collection service.
everything went smoothly
Quality BMW Garage. Approachable team under good leadership.
Grassicks are the perfect garage for me
All service and repair items dealt with efficiently with the exception of one item. There are rust spots on all four "373" alloy wheels which were deemed "not rusty enough" for a warranty claim
Welcoming staff who had everything organised.
all work completed to schedule
Because I was completely satisfied with the work done and the way it was carried out.
Fault fixed and then car washed.
Very easy to arrange appointment and job completed on time.
Quick and communicative vehicle check
Sales people listen to you, don't pressurise you and are really friendly, the general culture at the garage is really welcoming and friendly, I feel like I can trust them.
Excellent customer relations , very good waiting area , helpfull staff .
The problem was fixed. Every member of staff went that extra bit to look after me.
It was just like clockwork, I droped the cat off, you phoned when it was ready [ well within the anticipated timescale ] I came and picked up my nice clean car, just had a little pain when paying .
Service carried out promptly and car ready on time. Valet appreciated.
As usual easy to deal with, courteous colleagues and a focus on the customer to create a relationship rather than appear to be selling - A great experience all round.
Everything was done promptly
Very good service.
Very efficient and friendly service.
All staff are friendly,courteous, efficient,and very helpful. Business is done smoothly and quickly. The premises are clean and bright with a very comfortable waiting area.Customers are made welcome.
Scott was very helpful and organised everything.
The staff at Grassicks are very very good and can't do enough to make you feel welcome.. Only niggle is the price of parts ?? But that's not Grassicks fault..
everything was easy, everything at Grassick's went well
Everything was done as requested,
Complete customer satisfaction
As a devoted BMW user I have become used to excellent service from all sections of BMW , just a little cheaper on service charges would be appreciated
Service was good but we were told that a set of front brake pads would cost £540 to replace them.There were slight marks on the windscreen
Thank you for your comments about our Good Service & your high scores. We quoted you for replacing both front brake discs, cleaning the brake calipers & fitting new front brake pads, this includes all parts, labour & VAT. Brake pad replacement only would be substantially less than £540. The brake pads need replacing due to wear as do the brake discs. We are required by our duty of care to bring these important Safety Issues to your attention. Worn brakes put you at risk.
Service completed and car returned to me inside 2hrs. Great coffee too!
Apart from arriving at my home instead of my factory to collect the car everything was fine.
Did what was needed , which was different from reason for putting car in, and got a major piece of work done under warranty, which i didn't know needed done! And didn't do what wasn't needed!
The staff know me and I know them, it is key.
The work was carried out in a very satisfactory manner, and I was very happy with the service.
Car was booked in as engine management light was on and difficulty in starting. Problem diagnosed and left overnight to be fixed. Full information provided and advice given to give car longer journeys. Great service received as always.
Always friendly and helpful offering assistance
although the reason for my visit was completed satisfactory on my return home I found that the service warning was illuminated so the service status still showed statutory service and emission test not done so a round trip of 80 miles to reset
All arrangements were first class
Service dept. Did what was wanted
It was fine, staff always polite and courteous
they did everything that was required satisfactory
Always excellent service
Always good service at Grassicks, competent staff and very approachable.
Service and quality of personnel
This job was an urgent repair to the rear window and I was impressed by the no fuss, no problem response and the swift effectiveness of the repair. In all it was 1.5hrs.
Grassicks are a very professional operation with great attention to detail at each stage of the service process. They are always helpful and courteous.
The car passed it's MOT.
Very courteous and attentive and kept me informed. Job completed to a very high standard
Was speaking to the sale consultant on the phone and mentioned the car was due a service, he arranged for the service dept to call and book us in.
Car was booked in quickly and efficiently
Well,I came in because I thought I had a fault with my adaptive headlights with high beam assist,The man at the desk was very helpful and because I stayed 130 miles away he said would look at it asap.Nothing was faulty - Now that is service!!!!......
Work took much longer than Had been suggested
Thank you very much for your comments and I am pleased to learn that overall you believe that we give a good service. I am sorry that we misled you on timing and it was our mistake. We had omitted to allow enough time for the correct service and MOT. Thank you for bringing this to our attention and we will discuss this with our Service Team.
The welcome, service and attentiveness of all the staff at Grassicks is great.
There were no issues that caused me any concerns, The serviced was completed quickly and efficiently and service reception staff were polite and friendly as always.
Could not fault the service I received in any way.
The dealership were very easy to talk to, friendly atmosphere. The salesman knew the product inside out and was very knowledgable about the options we wanted on our new 440. Excellent demonstration of the product we wanted.
Ryan at BMW was first class salesman told us everything and nothing was too much bother for him.
I was lokked after very well and the car was delivered and details explaned.
I had no issues from start to finish.
Sales team were excellent, extremely helpful, not pushy. Support and guidance given on the car was very good, and most importantly we got a good deal on the new car and trade in
Professional, well informed staff made the process very easy.
Good personal service
I have bought 6 cars from Grassicks Garage, using the same sales manager, Alex Taylor.
We were treated very well, nothing was a problem, great to deal with,
Grassicks of Perth were a delight to deal with. Their Client manager Alex was professional and easy to deal with and explained what was happening and what was on offer. Grassicks PDIed the car well and Explained all the options. I felt valued.
Shaun was extremely helpful and pleasant at every stage of the purchase, keeping us informed with the car's progress and answering any queries promptly. The car was delivered early and handed over when we wanted it
From the outset, the service I experienced from more than one member of the team at Grassicks was outstanding. Nothing was too much bother and I was constantly updated on the progress of my build. Couldn't have been better
The Sales Executive, David, was first rate. Would recommend him to anyone
Dealt with Grassicks for a number of years, they know what I want and they deliver it
I have been a customer at Grassicks for about 10 years . I go back there because Coln Grassick and his staff are so courteous and helpful
As usual, Grassick's put their customers first. The welcome we received was very much appreciated. We were given as much time as we needed to decide on our choice of vehicle and were not rushed at all.