Howard Independent BMW & Mini specialist, Redruth

I've been to Ocean in Falmouth for a small job in the past and had amazing customer service there, I found this place, due to the customer facing technician, to be very patronising and demeaning, from the outset, don't bother going unless you want to come away feeling disenchanted by the lack of customer service and rude way of being spoken to as a potential loyal customer. They have lost a potential long term customer with me (and my wife also has a BMW 1 series, so two cars). Very poor and disappointing. I shall travel the extra miles to visit Ocean Falmouth for a far better experience, starting with good customer service as this is a fundamental key to attracting business, lost out this time Howards BMW Redruth

I've been to Ocean in Falmouth for a small job in the past and had amazing customer service there, this place was very patronising and demeaning, don't bother going unless you want to come away feeling disenchanted by the lack of customer service

I’ve been a customer here for a good few years and have always been looked after. The staff are second to none. They go out of their way to ensure you are happy, are extremely knowledgeable, super friendly and really do look after you. They’d never incur any unnecessary costs. I would not recommend anywhere else! Much better overall service than the main BMW dealerships.

Excellent and friendly customer service! We are from Holland and during our holidays in beautiful Cornwall we had cooling problems with our 23-years old BMW and Andrew found out what the problems was and managed to fix it in no time for a good price. I can definately recommend this garage!

I recently had issues with my mini whilst down visiting a friend in Cornwall, this garage was incredibly helpful in diagnosing the issue and helping me work out logistics of getting it sorted. Thank you so much!!

The attitude and professionalism of staff at this garage, especially the owner, whom I am believe is Andrew require a very serious education in attitude and basic business acumen. This is especially so, when interacting with customers. My initial complaint dates back to a very simple inquiry I made regarding a straightforward check over of my newly purchased BMW touring 318i. I explained several times, as a reasonable person that if they could not accommodate my request then that is absolutely fine, due to short notice. They wanted to charge £146.00 for a 30 minute check over. That in itself is well, somewhat insane. However, the response from the garage was very rude, hostile and they couldn't have put the phone down any sooner. (And thankfully they did). After being "told off" for several minutes about how demanding and insensitive their customers are, I was simply horrified, as was my family who had overheard the phone call. As a business, it is your responsibility to manage it accordingly and not disparage your customers for their custom!! No one could understand the sheer nerve and attitude of this individual at Howard BMW with whom I had the clear misfortune of speaking with. You would have genuinely received a better reception from a teletubby. My second issue arose when I attempted to address my concerns with Andrew the owner. If you look on Facebook, along with some email shots I may upload his response was again dismissive and unapologetic towards his failing as a business. In his own self styled wisdom, (which is clearly abundant) he told me to focus on my family rather than raising my concerns about his lack of service. No apology in any form was made, and this garage really does lack professionalism on all fronts. If they can't run a business, then they are naturally unworthy of custom and even so when they are offered it, they turn it down. Just disgraceful really.

Andy talks my language - with a 12 year old X5 I do not necessarily want to fit brand new parts when a used part will do the job very well. We discuss the pros and cons of this and then I decide as to how we proceed. His servicing is good and, so far, the car has passed every MOT first time. His charges are reasonable and one talks to the man who is doing the job and, as I tell him, he has a vested interest in keeping the car troublefree, including towing a caravan in France every year. Recommended, as I have done to grateful friends.