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.
Previous experience livexup to!
They were helpful and squeezed my service in around the timings which suited me & my childcare needs.
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
The way things are done is a disgrace
Living 150miles (3.5hours) from Perth, with multiple warning lights on & a flat battery, you declined BMWs Emergency Service, drove past your supplying dealer, arrived at 1.45pm with no appointment. We checked the car immediately discovering the battery was at 14% charge. Refusing us time to diagnose the fault or charge the battery as you had to return home you asked us to supply a new battery & you left minutes after 3.00pm. All the choices & decisions were yours & the fault is undiscovered.
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
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.
Everything about the sourcing of the vehicle, the sale, and subsequent handover were handled efficiently and professionally
Staff helpful and appeared interested. Work undertaken as agreed and readily understood when some work suggested by them was delayed by me
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.
Work carried out quickly and efficiently. Smearing on the display after cleaning of the car prevented me from giving 'completely satisfied'.
Attention given and polite staff
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.
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
Arrangements on time and efficient
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.
Very happy, excellent service as always.
service was first class.
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.
Very Friendly and helpful staff
Excellent serice at Grassicks
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.
Car was serviced within timescale. Given free courtesy car
The service was very good.
Friendly helpful service department
Quick and efficient service
All the staff at Grassicks are very friendly and pleasant to deal with.
Always given full details as to what work is being done and explanations as to what the next requirements would be.
Work was done satisfactorily, but there was a 24 hour delay because the wrong part had been ordered.
Thank you for your comments & high scores for Recommendation & Ease of doing business. We have investigated your response & found that it was entirely our fault and we apologise most sincerely for the delay this caused. We had not correctly recorded all the details of your BMW properly and this lead to our error. Thank you for your understanding & we will learn from our mistake.
Fantastic service with everything being straightforward and easy.
Grassick's BMW staff were very attentive, showed respect and provided an ace service to me, the customer. I felt they were listening to me and sharing my concerns (where I had any).
Service carried out at arranged time and carried out within a short time period.Good welcome, polite, free valet and taxi service to Perth city centre.
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.
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.
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
excellent service from salesman and garage overall
Very smooth and professional, no problems