Colleen R.
BMW poor vehicle quality and even worse customer service.
On going Problems with 2nd hand purchased BMW 5 series. 2 weeks into purchase damages identified on the front bumper, hidden with temporary black paint. The wrong number of owners provided, however new V5 confirmed the correct number of owners. Paint work repaired and an extra year warranty added! However, the BMW I had purchased from BMW Rochester has repeatedly given me Problems and now a full breakdown "loss of power! Management have chosen to ignore my emails/phone calls and offered to buy back the BMW at a shameful price of £12"000 when I had purchased it at £18`500 on 8 months ago!! Please see my email below sent to Management at BMW Rochester . 28th Nationwide BMW vehicle recall, due to starter motor issues. On inspection a number of faults had been disclosed * an electrical fault identified at the front wheels. *2 badly worn rear tyres *Radiator closing fault *Battery quality poor. I again had to take time off from work as no courteous car booked, as it was only originally only a recall, repair! April 2026- BMW emergency called as losing power acceleration/failing - the attending vehicle mechanic advised me that he had taken my car for a drive and that he could not find any faults! Maybe it was the floor mat, causing an obstruction! Funny that as the acceleration still wasn't the best, but as I work mainly from home didn't drive my vehicle very often. However, on the 12th of June my husband and I decided to take our family on a holiday to Wales, as we had just attended my husband's father funeral and, having experienced a lot of repeated stress, problems the past few months, we decided that we all needed a break. As we were driving to Wales, along the main A5 I lost power of my BMW and had to pull over before finding a different route e a via the back roads, as the main A5 was far too busy with other speeding cars droving past us. I had telephoned BMW Shrewsbury and was advised that someone would call us back but, no one did! Sometime later a message flashed up on the dashboard displaying " you have lost some power, please contact your nearest garage repair! Thankfully we made it to our holiday apartment, we returned on Monday as there is no mechanic available during the weekend. Whilst I had been waiting, I asked for my vehicles repair history and as you can see below, my vehicle has had a large amount of repair completed and 2 repairs, completed twice * 12th August 2025 Replacing EGR Cooler (high temp) and Exhaust gas recirculation (online diagnosis). 31st July 2020 replace EGR cooler repairer Southampton Repair History BMW WJ18 VHG obtained from service dept BMW. 4th December 2025 Job- Air flap control active above (actuator) 28th December 2025 Job Replaced starter motor 12th August 2025 Replacing EGR Cooler (high temp) and Exhaust gas recirculation (online diagnosis) 2nd January 2025 Replacing EGR Cooler (high temp) 28th May 2024 customer notification exhaust gas recirculation cooler -repairer Jayray vehicle, solutions ltd, Huddersfield. 31st July 2020 replace EGR cooler repairer Southampton As you can see quite vast amounts of pre-existing problems with the BMW. I am currently using a courtesy vehicle kindly supplied by BMW and feel much safer for my family and myself. BMW need to do better! Ignore a customer is extremely poor service. Mrs Reid-Smith