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.
Their usual excellent service, car returned spotlessly clean.
Excellent service from Grassicks
Friendly helpful front desk team. Car returned on time and beautifully clean inside & out
They sorted my problem with no fuss and were helpful
My first purchase of a BMW was made at Grassicks and they have been just so welcoming, understanding and accommodating but what is so evident is the feeling that it comes naturally to everyone as soon as you arrive on the forecourt.
Friendly n efficient
The cost was horrendous. The first car I ever bought was a red MG Midget sports car and for the cost of having my front disks and pads replaced on my X3 I could have bought 2 x MG Midgets (in 1972 of course!) :)
Courteous helpful manner in booking in via phone and very helpful staff on site.Job done quickly and efficiently. Very good waiting area and excellent coffee!!! I simply had oil added and tyre pressures checked and amended.
My car was picked up from our house by a member of the Grassicks team,and returned to us later in the day. The work had been carried out and the car cleaned. Very pleased!
Grassicks always display pride in being part of the BMW family and provide courteous attention when dealing with their clients.
The part required for my car was the wrong part. Whether the wrong part ordered or the wrong item sent in error.
competent and friendly staff
The lady in service was really excellent and a credit to your company
The service from start to finish was great
They were helpful and squeezed my service in around the timings which suited me & my childcare needs.
Previous experience livexup to!
Issue resolved without fuss and promptly too.
Nice people, very friendly couldn't do enough to help you , everything done properly,the car left spotless very satisfied and. that's why you i go back
Work was done as agreed. Only issue was one outside of Grassick's control which is the general unavailability of replacement run flat tyres in this part of the world leading to several days when car is unavailable
Thank you for your great scores for satisfaction & Ease of doing business. It is unfortunate that your tyre supplier, Kwik-Fit, did not have your tyres in stock & that it took time to establish this fact. We were then able to quickly supply suitable tyres at a convenient time for you. We hold a stock of at least 80 run-flat tyres at all times & get at least 2 tyre deliveries every day Monday to Friday. We also have good availability of Winter tyres too.
Responsive and listened to customer requirements
Perfect service fitting in well with my schedule.
Very helpful staff and great communication. Courtesy car as BMW 5 series automatic which was a pleasant experience for the day!
I have been a customer at Grasicks for many years and have purchased a fair amount of new BMWsThe staff are so friendly and knowledgeable and look after your needs .It feels like visiting your family
Usual good service from Grassicks
Service completely professional from start to finish
As always excellent customer care, courtesy car ready as promised. punctual with the service and all work was completed to your normal high standard.
Quickly dealt with and fully explained what was done.
Service and MOT carried out well but in addition car cleaned and provided transport into Perth while work was carried out.
Staff helpful and appeared interested. Work undertaken as agreed and readily understood when some work suggested by them was delayed by me
Everything about the sourcing of the vehicle, the sale, and subsequent handover were handled efficiently and professionally
Efficient and pleasant staff answered questions without hesitation, and the service was carried out on time. And of course, your coffee is excellent!
Good service from Gavin sales man. Always looks after us
Service sheet fully explained to me. Car returned to me in showroom condition.
Making the appointment was easy and pleasant; the offer of a lift into Perth and collection for returning me back to the garage was first class. My car was ready for collection as promised plus an excellent wash and valet.
Attention given and polite staff
Work carried out quickly and efficiently. Smearing on the display after cleaning of the car prevented me from giving 'completely satisfied'.
Communication 1st class. Kept well informed and staff very helpful.
They did what they said they would in the time stated and to my total satisfaction.
Arrangements on time and efficient
Grassicks service manager was very thorough and helpful. He liased with my Insurance company and took complete control of the situation. Hopefully this has now resolved the problem I have had for some time. Many thanks
Staff understood what the problem was and corrected it without problems
Polite and curtious staff, all issues with our car were sorted and we were very pleased overall.
Friendly, efficient service from start to finish.
The team at Grassicks went the extra mile to solve and explain how my small repair could be easily achieved.
Efficient, friendly, professional service.
Service carried out to my satisfaction and car cleaned
Quickly attended to and contacted when car was ready with a pick up from Perth centre
Grassicks were busy however they managed to slot me in on an early morning appointment.service advisor knew what he was talking about. My last visit to another bmw service centre in kirkcaldy was terrible.
service was first class.
Very happy, excellent service as always.
The Dealership worked hard to resolve the problem but the problem returned a couple of days later.
Thank you for your 100% scores on Ease of doing business & Recommendation. We did have your BMW re-booked as the rattle had returned but subsequently you cancelled the booking as the rattle disappeared and has not returned.
The car was picked up and returned on time.All documents were enclosed and car cleanedThe service is what I expect and receive from Grassicks
This matter was delayed -- charged £100 for investigation of cause of loss of coolant and no guarantee of work to be completed.Matters changed after complaint to Grassicks and BMW. Eventually resolved at second visit.
Thank you for your comments. You will recall that arriving without an appointment, we tried to locate the problem in the limited time you had available. We were unable to complete the diagnosis. We collected your BMW & with time available found the fault. Despite your car being almost 5 yrs old we successfully got a goodwill claim accepted by BMW saving you considerable money. You were pleased with the outcome & understood our entitlement to be paid for the work you had requested.
Excellent serice at Grassicks
Very Friendly and helpful staff
Car was serviced within timescale. Given free courtesy car
As usual we were treated very well. Supplied with as much help and information as we wanted. No preasure sales just courtesy. It is good to know that. This garage is still family owned and independent, hope this continues for a long time.
Great customer service with Shaun throughout- made it very easy.
Ryan is very personable and made it an easy process.
As always Alex is professional, helpful and gave us space to make up our own mind
Attitude of all staff and management was fantastic
I have given this score based on the fact that BMW Finance took a payment from my account for my previous car, even though I no longer had it and had been assured this would not happen.
We were uncertain which model would be most suitable for us and Mr McGregor was very helpful. He was very informative. The car was delivered on time and the whole process was without hassle.
The sales person Alex was great, he was friendly and wasn't too pushy trying to make a sale. He also allowed me to take a test drive in a M4 which was similar to the competition pack version I purchased. My friend also bought several cars there
Did what they said they were going to do when they said they were going to do it. Gavin was excellent, he explained everything clearly while not being pushy or impatient to complete the sale.
Satisfied for many years of dealing with Grassicks. No problems.
David & Rebecca were polite, professional & very knowlagable. Made the purchase a very easy & pleasurable experience.
No hassles or pressure to move forward on anything and all contact was by mutual agreement
Superb customer service from Grassicks. Best service I have received from a BMW dealer.
This dealer is the best one I've ever dealt with, the salesman Alex Taylor knows everything I needed to know - without hesitation. A test drive was offered as soon as I expressed an interest.
Graeme, the salesman was very professional and quite funny. He made us feel at ease. He took us round all aspects of the car, we had a test drive and he answered all the questions asked very knowledgeably. He was not pushy and let us make our own min