Berry Thames Ditton BMW Reviews 

A great experience buying a used car. Richard was attentive, professional and honest. The car was well presented and Richard explained all the functions, tech and features of the vehicle.

Professional helpful and courteous. Really considerate knowledgeable feedback from Rob.

I paid Berry Thames Ditton BMW £210 for what was sold to me as a full diagnostic investigation to identify the causes of the faults affecting my vehicle.

At no point before the work was undertaken was I told that the charge covered only a limited “initial one-hour diagnosis” or a preliminary fault-code scan.

When I collected the vehicle, I received no diagnostic report and no explanation of the diagnostic findings, test results or technical basis for the proposed repairs. I was subsequently given an estimate of £5,232.59 for a staged programme of component replacements.

After repeatedly requesting the diagnostic report and corresponding with Berry for several weeks, Berry issued its final response refusing a refund. Only afterwards was I sent an “Operations Report”.

That document records fault codes and lists further ISTA test procedures, but it does not contain recorded results for those further procedures, relevant measurements or live-data readings, completed test-plan findings, technician conclusions or established root causes.

Berry’s own earlier written response stated that “further investigation”, “further diagnosis” and “further testing” were required to identify the root cause. Berry later changed its position and claimed that the diagnostic had been completed in full. It has now asserted that I requested and authorised only an “initial one-hour diagnosis”. I categorically dispute this. That limitation was never explained, offered or agreed before the work commenced.

I have asked Berry to provide the contemporaneous booking recording, job card or written authorisation supporting this new assertion. No such evidence has been provided.

Berry has refused to refund the £210 and instead offered a complimentary MOT voucher and £100 credit towards future work. I rejected this because it requires me to return to a business in which I have lost confidence and does not remedy the disputed service.

I am now referring the matter to The Motor Ombudsman. I will update this review if Berry provides the contemporaneous evidence or resolves the complaint by refunding the £210 diagnostic charge.

Treated like a valued customer from the moment I arrived by numerous members of staff. Possibly one of the best Customer service experiences I have had over the years!

I was buying a car from them and had a £1000 deposit to hold it while I sold my own car. Within a few days they decided to sell the car to someone else. Why reserve a car with a relatively high payment if they will continue to advertise and sell it from under you.

I took my BMW to this BMW-approved garage trusting they’d deliver proper professional work. I drove the vehicle there in perfect condition. I supplied all the parts myself — and was charged over £2,500 purely for labour. None of the work I authorised was carried out properly:

• ✅ 100% accurate wheel alignment — ❌ WORSE than when I brought it in

• ✅ Rear differential & gearbox oil replacement — ❌ done improperly → severe leak

• ✅ Spark plugs replacement — ❌ not done correctly → engine now misfiring

• ✅ Vehicle software update — ❌ unresolved

Immediately on collection, I noticed the steering wheel sat at a completely different angle and pointed in the wrong direction — the alignment was not just wrong, it was worse than before. During my proper test drive, I discovered gearbox oil leaking, burning oil and smoke from the engine bay — I was incredibly lucky this didn’t catch fire — AND the engine began misfiring, clearly because the spark plugs were fitted incorrectly or not done at all. The car was unsafe and undrivable — costing me £250 in recovery fees.

The steering wheel was also damaged during their work — repeatedly promised to be replaced/rectified once I paid — never done.

Despite paying £2,500+ in labour costs in good faith, nearly 9 months later nothing is resolved. I’ve been ghosted, ignored, passed around in circles, and my recovery costs were never reimbursed. I now fear their shoddy workmanship has caused permanent gearbox and engine damage.

A BMW-approved garage charging this much for labour should get basic services right — safely and completely. Instead, I got a worse alignment, oil leaks, burning oil, a misfiring engine, broken promises, and total silence. I have no choice but legal action. Avoid at all costs.

We had a polite efficient service with no time wasted. Very happy with the attention paid.

This goes to Mark & the body shop team
, I can’t thank them enough for what they done for me , polite & an excellent service all around, i cannot fault them in anyway , again THANKYOU !

Professional experienced staff, knowledgeable about cars, pragmatic and helpful approach . Customer service exemplary

Experience was very good mot was done on time . I was told advisory was needed later that I would get email explaining but not received anything.

Job done!
Only problem is that the email link to the list of jobs required and colour ratings did and still does not work

I have always had an excellent service at Berry Thames Ditton and this visit was as usual excellent and Jennifer was simply wonderful and professional
Thank you
Rita Wolfe

I took my BMW for a recall. The service was very efficient, the customer service friendly and helpful and my short stay was comfortable in the lounge area.

BMW carried out brake fluid service and an MOT. My car went into them dirty in the morning and came out with fresh fluid change, MOT and a clean. All the staff are friendly and polite. I would recommend Berry Thames Ditton for any work to be carried out.

Great service, always considerate and acting in best interest of the BMW customers. Highly recommending this dealer and service garage.
BH longstanding customer

Fantastic experience and customer service. The support and engagement received throughout the process was a game changer and provided comfort on the choice - Thank you !

Amazing service as usual! Vicky was great and got my car fixed within a day! I only use this branch as the level of service provided is unmatched :)

Excellent personal service