Big Motoring World - West Malling Reviews 

I have just seen the response from Big Motoring World to this review, and it is the final straw. It is clear that no one is actually reading my complaints, as the response provided relates to a completely different customer and entirely different issues.
To clarify one last time for the team at Big Motoring World:
• The RAC issue: Finally sorted, but only after I had to chase it.
• The Interior: Arrived in an 'appalling' state. I cleaned it myself. An offer to re-clean it weeks later is useless.
• The Key: I am out of pocket by £252.00 for a spare key that should have been provided, regardless of what your 'internal files' say.
The fact that you’ve replied to me with someone else's case details 'beggars belief' and perfectly summarizes the lack of care and professional standards I have experienced throughout this process.

When buying the car and doing a test drive it was the best experience. Once we decided on a price it went down hill from there, I ended up paying a lot more money than agreed and they didn’t give me much a of choice when they were the ones that did it wrong when giving me my first price. They didn’t want to go down any money and was set on that price after agreeing something else. They also set up direct debits without me agreeing to this nor was I even informed of this.

Was very helpful and honest throughout the process of buying my new car and the friendliness of the staff was second to none. Every thing was explained and simplified to me . One very happy customer

Had a test drive booked. The show room is 30 minutes from me. I called that morning just to check what I needed to take and was told car had been sold
I had text and email reminders the day before. They wasn’t even going to call me to say car was gone!

Callum my sales representative on the day was amazing. He was very knowledgeable about the car and was very accommodating. He helped me through the process until I was passed onto the purchasing team.

The adviser that helped us on both o casion was very professional and helpful
He gave a 5 star service
Thank him for us for I cannot remember his name

All the departments provided excellent services and in very professional manner.

Cameron Jones was really helpful and helped us throughout. He explained the process se we were aware of each step on purchasing our new car.
Emily was also great, she waa patient and helped me navigate car tax, and uodating the log books.
Overall great experience . I would highly recommend.

Excellent very easy to chat to
Made appointment when we wanted it

the service from the sales man was great. HOWEVER, when getting my car home we discovered it was so so so disgustingly dirty and had not been cleaned from the previous owner.
I found a used plaster, used tissues, there was oil hand marks on the roof, sun visors & grab handles.
In all cup holders were this thick brown grime ( hate to even think what it was)
AFTER i had test driven the car we also noticed it stank of smoke which we noted it didn't on the test drive?
I emailed big motoring world and got no response so proceeded to call the site itself. To my horror all i got told is they wash the outside down with WATER and only hoover the cars. A company as big and well known as big motoring world and they don't even valet the cars they are selling! Yet they were so pushy to me to add on wheel cover, paint protection, water resistant aid on my glass...but do not clean the cars before selling them onto the next owner. Expecting more money off people but willing to hand out such dirty grimey cars! I honestly would not advise to get a car off this company. On first impression all seems amazing to the eye. Swanky show room, customer service..but seems all they want is your money and do not care the condition of the car you leave with.
I have advised the company i would be willing to take this further to the papers to ensure good people do not give this company their money if they cant even offer a FULLY good service!

Don’t trust the 3 month warranty. I raised an issue on the 4 Feb and 20 days later they have still not looked at the issue.

The response below highlights the point. Emails have not been responded for over a week now.

I recently purchased a Skoda from The Big Motor Company and overall had a positive experience.

The price was very competitive, and the spec was better than other similar cars I’d seen elsewhere. I drove three and a half hours to view it, and thankfully the car was in very good condition overall. The test drive was good, and the whole process was quick and straightforward.

The only issue was that there was a scratch on the front of the car that wasn’t visible in the original photos. Initially, there seemed to be some willingness to discuss doing something about it.

Where the experience dipped slightly was at the end of the sale. As a cash buyer, I didn’t need finance, extended warranties, or additional products like GuardX. I completely understand that these are offered as part of the sales process, but once I declined them, the tone felt like it changed. The salesperson seemed frustrated, and the earlier discussion about resolving the scratch didn’t go anywhere.

It left me feeling a bit unappreciated as a cash buyer. From my perspective, paying in full upfront should still be seen as a positive. That said, the car itself is great, the pricing was strong, and the buying process was efficient.

Overall, I’m happy with the vehicle — just felt the experience could have finished on a more positive note.

Prompt & friendly service at showroom.
Never felt 'pressured' by staff.
Vast stock on site.

This review is going to be factual and objective to help you the consumer make an informed decision about whether you want to you this company for used cars.

Disclaimer - no matter how many bells and whistles B.M.W provide that can never guarantee a used car - this is a fact. You can buy a car that's working during the test and it can fail spectacularly once you start driving it.

Sales rep feedback: 3/5
- sales rep was initially polite and helped us get the car we wanted as we had done research and knew what model and make we wanted this just needed admin help
- too persuasive in trying to sell all the additions to us when we clearly said no, to the point multiple times we had to warn them they were close to losing the deal
- massive faux Pas in not know the service history of the car - thus requiring the customer to spend time to enquire from a third party.
- once you purchase the car and come for collection people suddenly stop offering you drinks or ensure you're okay as the deal has been clenched.

Car prep: 1/5
- this is the most important thing to do and I'm not going to accuse b.m.w of doing this intentionally.
- there was a massive blue pen mark in the leather dashboard X2 that weren't there during the test drive that no doubt had occurred during the check listing which had the same colour blue pen. This damaged the leather and there is zero point doing he said she said with this company.
- the rear windshield was not cleaned properly due to the stick residue and marked
- the company did not know the service history of this car or knew if the car had a viable manufacturer warranty as they tried to push their own
- they claimed proudly that the risk of taking the car would be on the buyer as no service history (this was repeated multiple times)
- and claims that their service garage in Peterborough used non OEM parts this they would not be held responsible for any breach of warranty from the manufacturer.

The last couple of things for me - damage to the car after sale, being proud to sabotage a cars warranty and not take the due diligence to ensure a car that is given to a customer has a robust service history (when you just have to ring the manufacturer and ask given electronic systems) is exceptionally poor.

I am honestly quite shocked at the 5 star reviews. Maybe some centres offer better or worse service.

Just be warned. If you are going to spend a lot of money on a car that has an active warranty and service plan you MUST ensure it still does and that B.m.w have not done anything to breach it.

Gracie was our sales person, she was so helpful , polite and had a lot of knowledge about all the different cars.
We visited twice and both times she made herself available for us and ensured we knew everything we needed to know before we purchased the car.
Highly recommend her if you’re looking for a newer car from big motoring world😀

Welcoming and very professional from start to end. An easy and very simple process I would definitely recommend big motoring would to anyone

Served by Kai, really professional, kind and is a credit to the company. Our 5th car with big motoring world, I hope it does just as good as the previous we have purchased.

Everything was great from start to finish no stress or pressure

Process was easy and straightforward. Would recommend to anyone

The staff is very professional and friendly. They take you through the full process in detail and answer all your questions. Prices are reasonable. Everything felt seamless.