Helston Garages Group Reviews 

Very poor service.

Purchased a car and had it delivered, on arrival found damage on the rear bumper and de-fusser. Reported this to the salesman straight away and was asked to supply pictures, which I did. Was contacted a few days later asking me to supply a quote to repair. I did this straight away and also told them that if they wanted to supply the part I would get the paint sorted my end as they are so far away. This was agreed and they would order and post me a de-fusser. After a month of waiting I had to call them again and was fobbed off with an excuse. A couple of weeks later a de-fusser turned up and what a surprise it doesn't fit my car. I contacted again and was told he would look into it. After two further weeks I call and asked for a manager to call me back. 3 months on and still
NO CALL, NO DE-FUSSER, NO REPAIR.

Absolute joke 40k on a car with a dent in the rear bumper and a crack in the de-fusser

5 months and counting

Invited to give feedback against recent works, zero responses received from Westerly BMW Exeter. Email sent-

"Dear Sir/Madam

I thought I would take the opportunity over the festive period to convey my disappointment in Westerly BMW Exeter.

In November 2022, I received communication from BMW that my Vehicle was in need of a Recall to update the EGR Software. Please note there were no issues with the Vehicle prior to Westerly BMW Exeter touching it. The Vehicle was picked up and taken to Exeter for the upgrade and delivered back in good time. However, from that moment on, the performance of the Vehicle degraded significantly. All of a sudden, it did not like to cruise at low RPM/speed, it would shake and shudder, I could not use the Eco-Mode, plus upon viewing the Rev Counter, it would suddenly leap up, then back down again whilst it was hunting for a Gear. Fuel consumption also went through the floor. All of the above must have been noticeable to the Driver returning the Vehicle however, nothing was mentioned.

I rang Westerly BMW Exeter about 3 weeks later (as I wanted to give it the benefit of doubt and seek independent advice), and spoke to Amber on the Service Desk. Please note she was very helpful and got me booked in for a week later.

One week passed and the Vehicle was picked up and taken back to Westerly BMW Exeter. After about 3 hours, I received a phone call from the Service Desk to explain that the EGR Valve had been replaced but also the intermittent fault from the last visit (was never informed of any intermittent fault), the o2 sensor has to be replaced. As you can imagine, this did not sit well with me. If I had known of an intermittent fault from last time, I would have taken steps to have it replaced. Instead, I was left to travel many motorway miles with an imminent failure. As an essential key worker to the blue light industry, I find this highly unprofessional of Westerly BMW Exeter.

It was explained that the EGR Valve was replaced under the EGR "Recall" but I would have to pay for the o2 sensor (£240 inc VAT). As a single parent, and on-call over Christmas, I had no choice but to have it done, feeling somewhat backed into a corner. Apparently, and according to the Service Desk Agent, I was lucky that the part was in stock. I requested a Fault/Damage report of what had exactly been done to which I was told ok however, have received ZERO documentation to date. Even the Service Book is now missing from the Glove Box.

So, if my understanding is correct, the basic function of the o2 sensor is to measure the difference between the amount of oxygen in the exhaust gas and the amount of oxygen in the air. Consequently, with information from the o2 sensor and other sources, the ECU can decide whether the air/fuel ratio of your engine is rich or lean.

In essence, it is highly likely a stuck open EGR Valve will create a lack of oxygen in the exhaust since the recirculating exhaust has all its oxygen already burnt. Furthermore, the ECM sometimes uses the o2 sensor to check for proper EGR operation. Chances are, the Vehicle was running lean because the ECM saw a rich o2 sensor signal due to the defective (stuck open) EGR Valve. Since the ECM saw a rich signal, it tried to correct it with a lean command to try to lower the o2 sensor's high voltage signal.

I now strongly believe the replacement of the o2 sensor was a direct impact of the "incorrect" original EGR Software and no fee should have been payable for its replacement.

To top it all off (discovered yesterday), I found my Dash Cam had been physically disconnected via its 12v feed. Presumably this was for a Road Test however, It was not replaced upon delivery back and I was never told so essentially, I was driving for a week without it. This is very poor on Westerly BMW Exeter's behalf, I am appalled by this process. What if I had an accident!!

I look forward to your comments on the above"

Sent 31/12/2022 @ 15:39
Read by Westerly BMW 31/12/2022 @ 16:14

Due to zero contact, i re-sent the email-

Sent 11/01/2023 @ 11:25
Read by Westerly BMW 11/01/2023 @ 20:12

Again, no responses received.

Poor show for such a premium brand.

Yeovil Motor Co good service as usual. I have been using this garage to service and maintain my Volvo for approx. 7 years. They have always provided excellent service at very competitive rates (given Volvo's aren't cheap to run). I recently had a small ding and needed a paint job so I contacted Volvo and asked my insurer to arrange for it to be done here as they are official Volvo repairers and have a multi dealership body shop. The service from Nick (Body shop manager) and his team was excellent. They collected my car from my home (35 miles away) left me a like for like model as a courtesy car and advised me as soon as my car was ready for collection/delivery as I wished. As always they made me feel a valued customer and as such I will return to them for all my Volvo needs as and when required

Very disappointed with BMW Westerly Yeovil. I booked my car in a 'fast lane' appointment for a recall, brake pads and brake fluid change. I explained that I would be waiting with the car. I was told this would take up to 3h. In the end I was there for 6 hours 15 minutes. Only once, during that time was I given any update at all. No apologies or recognition that I had been waiting for so long. Very, very disappointing customer service. Even more so given the fact it is supposed to be a premium brand. Very disappointed.

Following a very shaky start with the relationship over incorrect pricing for first year service, Matford Landrover have really pulled out the stops to rebuild the relationship and restore faith in their service. I have to say that the experience has now been first class. Well done Matford for acknowledging your error and not only putting it right but going the extra mile to ensure my ongoing loyalty.

I just took delivery of my new Skoda from Andrew Bunt at Carr's, Indian Queens. Throughout the process it's been a pleasure to deal with somebody who's so obviously in the right job. He listened to my vehicle requirements, showed me a range of models, and gave me the time and space to choose the one that was right for me. Delivery took a while, due to factors outside anyone's control, but he kept me informed so I knew what was happening, and that really helped. I'm very pleased with the new car, and can highly recommend Andrew as an honest, no-pressure salesman who does his very best for his customers.

My old volvo was booked for its annual MoT and a winter check but the state she was brought home in was disgusting - the bench back seat had been pulled about and the back had been slammed so hard it was jammed solid and could not be moved, I found the lever for this had been broken and the back was now in a 'crooked' state with the other end of the seat unhooked and loose making this completely unusable, whoever done this knew they had messed up and left it _ I made my complaint the following day and was promised a call and someone would come and sort this out but I got nothing - no call, no email - NOTHING and so no one bothered to rectify the damage they had caused my 'classic' car. These people have shown nothing but disrespect and contempt for both myself and my old car which is deplorable and unforgiving. DON'T GO THERE because my car won't ever again!

I really wish that I could give zero stars. UPDATE from my previous review on Westerly BMW Bridgwater - after finally getting a call from the central booking centre, which, by the way, was only triggered by my previous review, it was finally booked in for this morning. Took it in just after 08.30, went into the town to save going home. Called them at 10.15 to ask if they had an idea how much longer it would be and, surprise surprise, it hadn't even been started! Phoned again at around 2.00pm and they say it will be ready by 3.30pm at the latest. Not good enough. What an absolute sh*tshow this place is.

We went to look for a new Skoda here, and were made very welcome, all our questions answered until WE were satisfied. Very pleasant and polite from start to finish, with an open invitation to ask any further questions about our car. Very happy.

Very disappointed with my car purchase from their Jaguar dealership in Scorrier. When I first went to look at an F Pace I saw online the car had not been prepared so was in it's raw state. I noted that the car had some bodywork scratches and the engine and bay were absolutely filthy. The salesperson told me that these issues would be sorted out with a complete valet and paint shop job. Went back over a week later and the car looked good in the showroom lighting so I purchased it. On the way home I noticed that the inside of the windscreen had not been cleaned off properly and when I went to a garage to fuel up the inside of the petrol cap was filthy with diesel residue. Small points I know but had me thinking was it valeted properly so when I got home I checked inside the engine bay and it was one of the worst cleaning out I had ever had. Also checked boot well and that was filthy as well. I also counted 53 scratches on the bodywork. I contacted the salesperson and listed the problems to which the reply was he would sort it out with his manager and get back to me. After not hearing back for a few days I rang him again to say that I no longer wanted the vehicle as it fell well short of my expectations. A manager contacted me back and said he would get the vehicle back and sort it out or find me another one. However, through no fault of his there was a bit of confusion as to when it would be collected. To cut a long story short I had made up my mind by this stage that this Jaguar was not for me so they gave me a full refund without any problems.

This is the best garage I have ever used ( I am a car recovery driver), I think the gentleman I had the pleasure of contact was called Joe, he could not have been more helpful, let me explain.
I was on holiday from North Yorkshire , and was near Truro, my ad blue warning light came on, now the last thing you want is a problem with your vehicle on holiday, the garage you take it to have you over a barrel, WELL this garage were far from it,they were excellent , they could not have put me anymore at ease.
They gave me a loan car, contacted with the findings, and kept me updated, I cannot praise the garage enough, no wonder they have so many awards,I just wish we had a Volvo dealer as good as these.
Thank you very much.

Outstanding service at Carrs Land Rover just outside Truro, Cornwall.
I purchased my Range Rover Autobiography from them about 4 months ago, I was looking for a great service back up, I have found it, my car had a couple of issues, I have been given a car every time to drive away, the level of service so far has been superb, you get a video health check, the quality of the work is outstanding, they have real mechanics who are quite obviously well trained in Land Rovers, not just part changers, the service department are so good, I had a young lady called Olivia look after my booking. You do pay for the service level, but we'll worth it. We'll done Carrs Land Rover.. Austen Salton

I recently had the pleasure of dealing with Westerly BMW, Bridgewater and what a pleasant bunch of BMW professionals they are. Unlike the super corporate three storey showrooms that have started to pop up, their showroom reminded me of when BMW used to be more exclusive back in the early 90's. Great product knowledge, customer service and attention to detail. It's dealers like this that BMW need to reward.

Worst garage experience of my life!

I visited Helston in February with my Jaguar XF. I paid £185 for an hours diagnostic to be told it needed a new DPF sensor. The next day, they fitted the sensor but it broke, i was told the new one was ordered but with no ETA. I was given the car back (told they couldn't lend me one) in limp mode and engine management lights on.

From here on I contacted them every week to be told there was still no ETA and nothing they could do. I asked their sales manager if they could borrow one off a stock car to get me going, but was told that they couldn't do that as would impact their sales team (this should tell you all you need about their priorities).

After 7 weeks of driving a car that was dangerous, I gave up calling and sold it. To this day (now July) they have not contacted me to tell me the part has arrived, so as far as they are concerned i'm still driving it.

Would never go back and it has put me off Jaguar tbh which is a shame as I loved the car.

All about the profit, couldn't care less about the customer!!!

I had my Transporter serviced by Carrs VW Commercial.
I drove approx’ 50 miles home, next day I checked the oil level (cold and level ground) and found that it was significantly overfilled.
I siphoned 1L out to get it to the maximum level on the dipstick.
Two possibilities:
1. Technician did not measure the oil when filling.
2. More worrying the tech’ did not fully drain the oil and refilled with the correct volume of oil.
Either way they don’t seem to have checked the oil level on completion of the service.
Appalling failure on really basic work.
EDIT following Helson Garage reply:
No my van is not with the VW Commercial Centre, it will never be there again while it’s under my ownership.

Broke down on holiday in my Volvo XC60 with electrical problems. Contacted Truro Volvo who were outstanding. Found time to slot our car in at short notice. Reasonable cost and excellent customer focused attitude from all but especially from Chris in Service. Thank you excellent service much appreciated.

Car broke down late Saturday night on the A30.
By Monday morning Andy from Skoda Newquay assured me that my car would be ready to drive back home by Wednesday morning. Did exactly as he promised. Ace service.

Purchased a new Volvo XC60 from Heston Taunton.
Very happy with deal and quality of handover.
Special mention to Stuart who handled the purchase and kept me weekly up to date on its delivery date.

Westerly BMW are a disgrace to BMW. The whole experience with them was nothing short of shocking. They repeatedly change their tune, make offers they then refuse to fulfil, give no thought to the stress they are causing their customers even when they are at fault. They become aggressive when you don't go along with them. Absolutely disgusting, I feel it is my duty to alert anyone I can to avoid this garage at all costs.
I bought a BMW from them that they subsequently found had no service history and demanded I returned it. I said I needed a replacement that they initially said they would find for me. Needless to say they couldn't find a replacement without it costing them something, so they refused and only gave a refund . This has left me over £2k out of pocket but I have bought an exact replacement from a fabulous BMW dealership (Sytner Group Tamworth BMW) The experience with them has been outstanding. Just what I expected from BMW, not at all what you get at Westerly.
Please look after your wellbeing and avoid Westerly BMW they may just push you to a breakdown and will not care!

Great customer service from a far. Easy to deal with and Paul very helpful and sent videos of the car we were interested in. We had the vehicle transported to Scotland just outside Edinburgh with no issues and the car was as sold. Would recommend