Harry Fairbairn Reviews 38

The customer service levels have steadily got worse over the years. Long waiting times to speak to a member of the service department.....lack of appointments to book your car in....I am going to start using their Glasgow outlets....

I traded my car in recently and purchased a new BMW very easily and smoothly the credit goes to Alan Stewart. Highly recommend dealing with Inverness BMW and salesman Alan.

Extremely poor service and customer relations since taken over by Arnold Clark.
Garage wanted to make me pay for courtesy car needed because of recall by BMW for a check.
Fees dropped after a all to BMW customer relations.
Also recommended to replace parts etc when only 50% or so worn.

Tried 6 times to over 3 weeks to get through to the Servicing department. Got through to a different department twice and told someone would call me back. I never received a call back. Eventually gave up and went in person. As per my usual experience with this department over the years, the staff were unwelcoming and clearly don't want you to be there. I was then told the next available appointment date was 3 months time!!
I generally get a poor experience in this branch and dread when I need to book a service. Common theme from everyone I know that use this BMW branch (Arnold Clark Inverness).

Harry fairbairn kirkcaldy picked up my car in the set time. Replaced the recall part on my bmw and completed a health check/topped up adblue as requested. Washed the car and returned it in the set time. Good job.

I bought my BMW 5!Touring online and unseen in January from Fairbairn (Clark) Kirkcaldy before returning to the UK. My BIG mistake.
Two days after collecting the car it was recovered by BMW assist and taken to Eastern BMW Edinburgh. Spent two days there. Since then it has had multiple problems.
Load cover inoperative due to missing guide pin. Fixed under warranty.
After 1k miles of use had to replace both rear tyres due to bad alignment. * note later….
There was a minor knocking noise at front from outset but decided to leave until next service. Also damaged door seal on front drivers door. Plus accident damage on offside rear wing became evident after flaking of top coat and obvious overspray. (No record of accident damage when checked online).
Recently had the car serviced by Eastern Edinburgh after 5k miles. Rear suspension link arm was bent. * accounts for massively premature tyre wear. Knocking was due to stripped thread on track rod end. Advised that car shouldn’t be driven. Was fixed by Eastern BMW.
This was a car bought in good faith with a used BMW Warranty. It has cost me £1500 since as most of the existing problems were not covered under BMW Warranty. I don’t blame BMW incidentally.!despite this experience I have recently bought an M5 from Eastern BMW. This is to warn anyone thinking of buying from Clark/Fairbairn especially in Kirkcaldy. DON’T ….
As a footnote I had a removable towbar fitted at Clark Kirkcaldy … never used it., it’s still in the packaging. Just wouldn’t feel safe.

Taken me a while to get around to this, but was asked to leave a review and said I would. Surprised at all the negativity I'm reading. Just picked up my new Electric Mini from Harry Fairbairn the other week. This is my third lease car with them. Special mention has to go to Lauren Wood who has dealt with me for the last two cars I've had. I find her super friendly, helpful, knowledgable and honest. If she doesn't know an answer to any of my questions, she says she doesn't know but then goes and promptly finds out. Can't ask more than that. Janine who took me on a test drive was also very pleasant and helpful. Normally, I wouldn't bother with a test drive for a Mini, as I find it a trusted product, but as it was Electric and I'd never driven one before, I thought I'd better. The young gent who was dealing with me when Lauren was unavailable (as there has naturally been a huge rise in demand for Electric vehicles with the current fuel crisis) was very inexperienced but perfectly pleasant and was doing his best for me but it was his first week, and we've all got to start somewhere, so no harm to the boy. I always ask for Lauren when I'm in as I trust her and enjoy our dealings with one another. Admittedly, I find Harry Fairbairn a bit dear, but I've loved all my Mini's and they're handy for me and I find them no fuss. 4 stars, because, it's a bit dear and nobody is perfect,as I think they could be a wee bit more generous and lenient in some ways, given that you've signed up for a lease repeatedly but 5 stars (6, if I could!) for Lauren. For anyone reading this currently considering an Electric Mini, admittedly, the mileage is limited, but it's extremely cheap to run, extremely comfortable and no bother if you are doing local driving. You soon get into the swing of planning your charges. Would be difficult for long journeys. I can comfortably get from Glasgow to Dundee on a charge, if that helps gives you an indication of range. Also, FYI, lots of chargers in Dundee! They seem to be way ahead on that front. I haven't bothered fitting a home charger, as the portable one that came with the car runs to a 13amp in my garage and is sufficient enough for my needs. There's also a 50kw charger at the supermarket at the end of my road.

This review is for the Kirkcaldy branch.

Totally unhelpful, rude and a no 'can do attitude'. Car was due for an MOT but technician could not carry this out because there were a few empty cardboard boxes in the boot. I will NEVER use or recommend this dealership to anyone

Aweful experience. Bought a service plan with new BMW in March 2019. Harry Fairbairn GIFFNOCK refused to service more than once. Paperwork states includes MOT but then was told “not included “. Staff at service centre gave in correct advice last month during brake oil change about when my next service would be due. Went back after the required mileage was done but refused service again. Now the service plan is expiring. No consideration given about less mileage made due to covid lockdown. My car states service due in about 2000 miles but these guys still refused. At the end it appears i paid £399 for one service we only. Wasted so much time revisiting the dealer for servicing as per advice by their own staff after getting the required mileage to be refused again. FEEL CHEATED BY THIs COMPANY. Guys please avoid buying the service plan and also stay away from Harry Fairbairn Giffnock if you can

Did not want to enter this message as the issue had happening sometime back in March/April 2019 but I have to. I was advised by the branch I bought my BMW from to take it into Harry Fairbairn as it’s been recalled.

Car was absolutely fine when I dropped it but I was told I’ll have to pay for some other issues before they can complete the recall work.

After a few arguments and the branch threatening to start charging me for the courtesy car, I paid for it all and recall was completed.

The day I came to pick up the car, the driver side wing mirror was broken. Went back in and said to them but was told, the CCTV would have to be checked and they would get back to me.

I never heard back from them and because of the hassled process I already experienced with them, I didn’t want to go through that again so decided to fix it myself.

From the start, staff were not friendly at all, manager who seem to be sitting right behind could not even be bothered to come speak with me when I requested. I can’t begin to explain how they made me feel. I was thinking probably because I’m a black person.

Till date whenever I remember that, I still can’t believe a company of that caliber can treat a customer that way.

On the fence, but beginning to believe locals description of Harry Fairbairn Inverness (nicknamed Arnold Shark).

Had a "driver restraint error" on my extended warranty car, handed it in, they 'fixed' the warning. The next day the warning came back. Took it in again, this time was given a courtesy car as they really needed to fix the issue and alledgedly bought parts. When I picked up the car I noticed some scratches on the bodywork. Having compared that to pictures I took prior to dropping it off these were new scratches. I brought it up and they denied damaging the car, of course. Miffed about the damage but happy the car had returned without the driver restraint error I took the car away.
I then noticed when I had to emergency stop that the brakes were hard to the touch but no resistance when stopping. Pumping the brakes helped and I thought it might be driver error as I rarely use the brakes due to the regeneration breaking in the car. This happened a few more times, then the 'driver restraint error' came back on. So I called the garage again. I am booked in again. They had better sort the car this time and not damage it.

Update. They have alledgedly looked at the car and sent me an email saying tyres with 3000 miles of tread wear on them should be replaced and my brakes need to be cleaned at a cost to me of £330.
Their 'technician' is apparently blaming road salt for the lack of stopping power, and is claiming the lack of breaking, they experienced, is down to the weather. I have been driving 35 years and thats a new one on me. Whenever brakes are hard to push or soft, or you have to pump them to work, its contaminated brake fluid or a servo or pipe has gone.
I asked if the technician had looked at this, to be sure, and was told no they had not. When I got to the garage I was told the 'technician' had gone home for the day.
At least I have been given a courtesy car to cover my car being held for an airbag module replacement.

After been spoken to rudely by a salesperson at another garage, I came across a car I wanted at Harry Fairbairn BMW in Kirkcaldy,
A breath of fresh air, the staff were so nice and friendly. No pressure at all on the purchase.
I seen add online about car, they even sent me a video walk round the car. Purchased the car and they have kept me informed every step of the way, I myself have been in motortrade for 37 years, retired,but was a pleasure dealing with them, collect car on Thursday, looking forward to it.
Thanks for a good experience
Brian leonard

I've been having difficulty with a fairly minor query with Harry Fairbairn, Inverness since last October 2021. Emails and several calls with a promise they would call me back have resulted in nothing. Previous servicing experiences have been terrible - I was always taught that the customer comes first! Unfortunately that's me finished with Harry Fairbairn, Inverness and I will go to an independent garage to confirm, or otherwise that my brake pads need replaced. All that was needed was a simple phone call!! These reviews have made my decision very easy.

Put a 1 series BMW in for a repair due to the car randomly cutting out, was quoted £165 for diagnostics, after diagnosis, was told car needed back plates, ABS sensors and replacement of tyre puncture fluid, I questioned wether this would eleviate the issues and was told by service advisor Linzi that this would do it and the cost in total would be £585.77 to which I agreed. Next day got a call from Linzi informing me that that didn't work and the car would need 2 rear driveshaft and replacement ABS sensors, I asked wy the sensors weren't replaced in the original bll of £585.77 and she told me that they were only cleaned, and the bill to fix the car would be £1900 if using genuine parts or £1100 with replacement parts, I was sceptical that this would sort the car and told her that I would get it looked at elsewhere, she told me that the car wouldn't be leaving until the bill of £585.77 was paid and her attitidue changed to being downright rude, reluctantly as I had no option I paid the bill, moved the car to another garage and it was fixed by replacing the coils, so much for using the supplying dealer, when all they do it rip you off, no wonder they are referred to a "main stealers"

I am at the moment still on hold which I have been for 1 hour and 15 minutes as I speak. I am also calling the mini branch in giffnock from 3 different landlines and they are not answering.
First time I have used this company and definitely the last time my bmw will be near this place. Was told I had a MAJOR service today but turns out they never did it at all and just told me they did. Absolutely disgraceful but I should have learned from last experiences with Arnold clark. Whenever Arnold clark is involved, I usually get shafted.
I am disgusted at the way I was treated today from harry fairbairn mini in giffnock and especially since I am still on hold

Just collected my BMW from Arnold Clark in Milton Keynes. I live in Greater London and the car was transported from Harry Fairbairn in Giffnock. The transaction went smoothly from start to finish and everyone I dealt with at both Harry Fairbairn and Arnold Clark was polite, friendly and helpful. After leaving an enquiry on the BMW national website around midnight, I had an email the following morning from Ivan Reid (customer enquiry manager) saying David Wallace (product consultant) would deal with my enquiry. I was in a hurry so I gave David a call and was put straight through to him by a friendly helpful receptionist. Agreed the deal for my purchase and trade in in the course of a few conversations. I was miffed when I learned that the current mileage on the car was a bit higher than advertised but satisfied when the company quickly agreed my suggestion of an appropriate discount. I'd recommend Harry Fairbairn because I found them polite, friendly, helpful and honest.

From sales to after sales. Highly recommend the Irvine garage.

DO NOT spend your hard earned with these people. Purchased a new GS motorcycle from their Inverness dealership - they did not want to know me afterwards. I ended up dealing with John Clark Motorrad in Aberdeen where I found them to be genuinely helpful and straightforward.

DO NOT BUY ANYTHING TO DO WITH THEIR SERVICE CENTER. All they want is your money......don't care if the job is done or not. They can go to any extent to achieve this and pass disingenuous comments and statements even to BMW head office complaints team in an extremely professional manner. BMW simply can't help even though they know these guys are potentially faking as they are an independent garage. Lead by an extremely rude assistant manager, they blocked my car, despite knowing I needed the car back as it was my daughters 1st birthday and needed it for preplanned events, when I requested for evidence of a dubious claim of a job before making the payment. YES, they did not do the job and lied about it to take the money. Professional scammers ......No point in trying to speak to the service centre manager as they are worse. JUST DON'T BUY FROM THEM IF YOU HAVE WORKED HARD FOR YOUR MONEY. I have bought 2 cars, probably over 80K worth from them over the last 3 years without having to deal with the service centre as I frequently change cars. Never again stepping a foot due to this experience with the service centre.

Spent nearly £3.5k at this garage on my BMWs 1st MOT. It failed on a headlamp which they charged me £900 for, later found that MOT Protect should have covered the cost. They also stripped the gearbox and replaced the clutch and flywheel at a cost of £2,300. I requested pictures of the worn/ burnt parts and after 7 days they sent me 2 pictures of rusty parts from a scrapheap. I complained to the After sales manager, only to be told he would not be dealing with my complaint. They have responded once saying my car didn't have MOT protect package (even though BMW says all new BMWs are covered for 1st MOT). They are no longer answering my e-mails. I would seriously recommend you use a different garage as this branch has the worst service I've ever encountered. The pictures they sent me as evidence of the work they carried out was nothing short of insulting. The last garage I used where a high cost repair was carried out laid the parts out for me to view and gave me a detailed summary of the repair and charge breakdown. I don't know how these guys are even allowed to trade the way they do. I will be seeking further methods to have my complaint heard.