Joe

Appalling Experience

I purchased a BMW Approved Used vehicle from BMW Berry Heathrow in March 2025, and it was one of the worst experiences I’ve ever had with any dealership. Within just 1.5 weeks of ownership, the car suffered multiple serious mechanical failures: A damaged coolant system (confirmed by BMW Group One Reading to be a pre-existing issue) A completely non-functioning windscreen washer system, which is an MOT failure, making the car not road legal Multiple missing undercarriage fixings, identified by both BMW Reading and Heathrow These faults were not picked up in the “BMW Approved Used” inspection and contradict the promised “meticulous checks carried out by qualified BMW Technicians.” When I saw the original inspection paperwork from Berry Heathrow, it falsely stated that all systems were working, despite me phoning days after purchase to say the washers didn’t work. When I attempted to reject the car (which I am legally entitled to under the Consumer Rights Act), I was told by senior staff, including the Used Car Sales Manager, that I was not entitled to a refund, a complete misrepresentation of the law. Only after escalating repeatedly was the car eventually accepted back. I then spent weeks chasing refunds for GAP insurance that I was misadvised about, and I had to personally settle a £408.66 hire car bill after being left without a vehicle due to BMW’s delays. Worse still, staff across multiple BMW branches (Heathrow, Reading, Farnborough) passed the issue around, showing no internal coordination or accountability. I had to act as the go-between, contacting Enterprise myself, chasing emails, and dealing with multiple people giving contradictory information. When I raised a formal complaint to BMW UK, I was met with a slow and dismissive response. They have since tried to close the case without addressing the core issues, including being sold a vehicle that was not road legal, misled on my consumer rights, and misrepresented inspection documentation. One staff member even looked me up on LinkedIn during the complaint process, which I found unprofessional and inappropriate. To make matters worse, the same faulty car has now been relisted for sale by BMW Berry Heathrow, the exact same vehicle (Reg Plate: LB20WTM), despite proof from a BMW garage that it was not road legal when it was sold to me. This experience has caused me financial loss, stress, and a complete loss of faith in the BMW brand. I’d strongly advise any prospective buyer to think very carefully before placing their trust in BMW Berry Heathrow.