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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 firstname.lastname@example.org
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 email@example.com 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 firstname.lastname@example.org 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.
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.
Apart from arriving at my home instead of my factory to collect the car everything was fine.
Service completed and car returned to me inside 2hrs. Great coffee too!
The staff know me and I know them, it is key.
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!
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.
The work was carried out in a very satisfactory manner, and I was very happy with the service.
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
It was fine, staff always polite and courteous
Service dept. Did what was wanted
Always excellent service
they did everything that was required satisfactory
Service and quality of personnel
Always good service at Grassicks, competent staff and very approachable.
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
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.
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!!!!......
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.
Excellent service from Grassicks
Their usual excellent service, car returned spotlessly clean.
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 car was revives as expected
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.
The lady in service was really excellent and a credit to your company
competent and friendly staff
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!
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
Issue resolved without fuss and promptly too.
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.
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
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
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.
The purchase was easy, updates on the delivery of car and expectations well managed.
Great customer service with Shaun throughout- made it very easy.
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.
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.
No hassles or pressure to move forward on anything and all contact was by mutual agreement
David & Rebecca were polite, professional & very knowlagable. Made the purchase a very easy & pleasurable experience.
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.