We are a long time family business and we pride ourselves in our great Customer Service.
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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.
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Great service and friendly staff.
The staff are friendly and knowledgeable and helpful.
When we took the car up they were able to pinpoint the problem and it was dealt with immediately. While we waited in their comfortable lounge they kept us up to date with the progress of th he repair.
Always an excellent service from all staff and good coffee!
My car required a service and recall issue to be rectified which the letter stated would last around 1-2 hours with a 1/2 day for the service, after phoning to say another recall issue was needed I was left without transport for a total of 2 1/2 days
Thank you for your comments. We carried out the recall as you stated but found a potential problem with the timing chain on your BMW. We spoke to BMW UK on your behalf and managed to get this significant repair carried out free of charge even though your BMW warranty had expired. Had you asked for a loan car BMW would have been happy to provide it as the parts required were not in our parts stock & it was a lengthy repair. We are sorry that you were inconvenienced.
Car was collected from home spare car was left to use. Own car brought back in the evening with receipt
was completely satisfied with work done
The staff is helpful and quick with reply if asked questions.
Service was carried out in time slot booked & their driver came to my home to take me back for my car
As mentioned the service was excellent.
Had to chase up parts which was told would be a few days and then in reality took nearly 2 weeks.
Only in this case a first service. But , living some 40 miles away , the work was completed while I waited ( not too long and with much good coffee) as previously arranged.
Great customer service I was fully informed at all times.
Excellent and friendly service.
My vehicle was prepared to an extremely high standard which was beyond my expectations.
Very helpful and friendly. Drove us into Perth and collected us when the car was finished. Helpful advice on completion of MOT
Service cost are considerable but job always done well
Have used Grassicks for service since1988.
See answer 1 above
Efficiency, speed and courtesy
It was a very reasonable price for the service and I also had 3 other things corrected through recalls and warranty so very happy.
Being new to grassicks Graham was trying to win our future business by gifting a free BMW flask however a member of staff behind the desk informed us we didn't qualify for this offer due to the type of service we had,left disappointed and awkward.
Thank you very much for your comments and we apologise for this embarrassing situation. Our staff member was entirely wrong to have overruled Graeme, once we had offered it to you we should never have withdrawn the offer. Our Service Manager has apologised directly to you and delivered a BMW Flask to your home. Please accept our apologies and thank you very much for bringing this to our attention.
No problem booking in car for what was required
Service completed on time and clear explanation via phone call of items that may need servicing in the comiung months (but not now)
Great service. Courtesy car was fab
quality service and consistency of service in all departments,
First class service with attentive and helpful staff.
As always, excellent service friendly staff and all items dealt with. 10 out of 10 for Grassicks
Lovely people who are clearly interested in their customers.
Everything a person would expect from a quality dealership
Did everything I expected efficiently and effectively and valeted my car which I wasn't expecting
Car was just in for MOT. Good price, car valeted as usual and delivered back to us.
Nothing was a problem and went the extra mile to accommodate requests (including rectifying outstanding issues from my previous problematic visit to another, unrelated dealership) (Harry Fairbairn, Irvine)
All are very helpful at Grassicks,mix return tomorrow to have follow up work done.
Car was serviced within the time specified and ready for collection at time specified.
friendly helpful but efficient staff
Communication wasn't the best
Initially booked car in to change winter wheels over to summer ones and Natasha advised me that a service was due and asked if I wished it done at the same time. This was duly done and booked in the next week for recall also. All completed in time.
first class attention to customer
Family busness with full on customer service
Great staff, kept us informed of progress throughout the day.
Received excellent service
Yes very good but they could have picked up on a couple of issues that could be covered with warenty eg the black side skirt transfer is peeling off and a very bad stone chip thats through to the metal vould have been filled so as not to rust
From first contact through to collecting my car, the experience was professional and friendly. The car was handed over to me in beautiful condition. The deal was fair and an honest account of arriving at my trade in valuation.
car was uplifted at house ;dekllivered back nicely washed cleaned
-completely satisfied from time I walked into garage, offered lift into town or sit in coffee room. Given loan of car to trial for the duration of service or longer if required. Service explained in detail after completed.
car was in for recall on isofix - it was a bit of a mess as we'd been away and I hand't had time to clean the car. When i got it back, it was not only cleaned but also vacuumed! nice touch.
Nothing is too much trouble for all the staff. Facities are good (e.g. Drinks,mags, loos etc.).In all the years we have had BMW's from Grassick's the cars have never let us down which must be due to the cars but also the excellent service we get.
everything done on time and nice clean car to boot!
It is a great garage to enter. All staff friendly and very knowledgeable.
Car not washed when asked to collect. Had to wait on collection while it was done
Thank you for your comments and high score for Recommendation to Friends & Family. We are very sorry that your BMW was not washed & ready to go when you arrived back at Grassick's. This was our fault & our Service Department will make sure this does not occur again. Thank you for letting us know.
The problem with my cars wheels was rectified speedily and without fuss. Service from staff was, as usual, first class
Work done as asked, car clean when complete, staff helpful as usual.When I booked the car in I was told of a recall on the airbag - it would have been better to have known in advance. A similar situation happened with my wife's X3 recently.
Courteous, well informed and efficient staff.Work on car completed promptly.
Friendly staff and work done in the timescale promised.
This is the second time the car has been in for the same fault
Thank you for your comments. We collected your BMW Convertible to look at a roof fault & left a Loan car to use. We diagnosed 2 issues with the roof operation, ordered & fitted the parts. On checking the history of your BMW we note that 13 months ago there was a problem with the roof. The issue on this occasion was different & unrelated to last years. We don't have an unlimited supply of loan cars & it can take longer than we would like to offer you a booking & we are sorry for the short delay.
Very good thankyou
Friendly good service
Grassicks are an excellent dealership which always puts customer care first which in the days of the larger dealer groups is very rare.
I went through Grassicks for body and alloy repairs so I could use their preferred repairer and consequently ensure they were aware of the full history of my car. They even did a QE AND gave me a courtesy car for 2 weeks.
Helpful staff and work completed satisfactorily within time indicated
Service was completed exactly as expected, the work was explained, the car was returned quickly, and all work undertaken was covered by the 5 year service plan
All requested work completed on time as promised and the car returned beautifully cleaned.
They did what they said they would do and within the agreed timescale.
The service and the cleaning afterwards were good. What pulled my mark down was "listening". I specifically asked if the headlamp washer cover could be put back on during the service. I didn't ask for a £700 quote for other work to come 2 days later.
Friendly,helpful ,efficient staff. All arrangements carried out as planned including the provision of a courtesy car.
Service from this dealer is excellent
Everything was done as requested
They did what was asked, and saved me money by recomending against another request.
They are very accomidating when I've had to move my appointment a couple of times, no issues. When you get there you are greeted well and kept up to date with progress and if there's any extra problems they will come and explain things to you.
This is my second visit to get my wheels sorted. A little annoyed that no one had ordered the msport stickers for them so I'll now need to make a thirds 70 mile round trip to get them put on.
Prompt arrangements for date; great customer service/ attention at garage and good follow up on what was needed/ ready time
Usual high standard from Grassick's
Faultless service from entering the building to leaving in my car. Friendly staff, efficient service completed ahead of the estimated time, comfortable lounge etc.Grassicks never fail to deliver which is why I keep going back when I buy a BMW
Dealer was excellent, very accommodating and very friendly. They even sent a car to collect me from the airport which was 40 minutes away. Met the owner of the garage and genuinely felt like a valued customer.
Very welcoming and very cummunicatative
Easy to deal with. Trustworthy
Service was very well explained, quick and easy! We went in with the info of what we wanted and came out with exactly that! At a price we thought may not have been possible.
There were a couple of niggles to do with the change in interest rate + the change in service plan from a 50,000 to a 36,000 mile limit was not explained until I collected the car. I fully expect 2 services within the plan, mileage aside.
efficient handover, pleasant staff , fully informed and car ready as promised on time
Usual excellent standard of service from Grassick's Garage. They are very professional in everything they do.
Because we were very pleased with the people who dealt with us
The service from Ryan McGregor at Grassick's was excellent. However I was very disappointed with BMW Finance who were very unhelpful throughout and made the old car collection a debacle - otherwise this would have been 5 stars