BMW 5 Series 530e SE Saloon

I’ve been to Frank Keane Blackrock twice in the last 6 months. Once for Servicing and another for repairs. I’d like to thank Donna, Joyce and Aoife for their exceptional customer service going above and beyond to make sure I was content. Also a big thank you to Service Manager Keith who sorted me a great deal on these BMW floor mats.

I had an exceptional experience with BMW’s customer service following a recent product recall, and I felt compelled to share my gratitude. Donna, the customer service representative I interacted with, went absolutely above and beyond in every aspect of the process. From the moment I called, Donna was incredibly professional, patient, and attentive. She listened carefully to my concerns and took the time to explain the recall in detail, ensuring I understood the situation and the steps involved. What really impressed me was her proactive approach; she anticipated my needs, provided clear guidance on how to get my vehicle to the service center, and even followed up with me to make sure everything was moving smoothly. Her genuine care for my satisfaction and her ability to make a potentially stressful situation feel effortless truly set BMW’s customer service apart. Donna’s exceptional service not only resolved my issue efficiently but also made me feel valued as a customer. It’s rare to encounter customer service that exceeds expectations in such a meaningful way, and I can confidently say that Donna’s assistance has reinforced my loyalty to the BMW brand. Thank you, Donna, for your outstanding support!

Terrible experience. I received a recall notice for my airbags and booked an appointment in December for March. When I scheduled it, I was told the job would take around two hours, so I took half a day off work. However, when I arrived, they suddenly had no idea how long it would take. Since I had to work, I had to leave my car there for three days and pick it up on Friday—the only day I could get there before they closed. When I collected my car, the receptionist assured me the recall was successfully completed. The very next day, my airbag warning light came on. I immediately emailed Aoife, who had contacted me about the appointment—no response. Emailed again, still nothing. Then I emailed the main branch contact on Tuesday—again, no reply. To make matters worse, I had my NCT that same day and failed because of the airbags. So after waiting three months for this recall, BMW claimed they fixed it, but they clearly didn’t—and now I’m out €80 for the test and another €40 for the retest. Absolutely shocking service. I will never go back and wouldn’t recommend them to anyone. I expect them to actually fix the airbags properly this time, as failing an NCT after a "repair" is completely unacceptable. I wanted to buy a new car from this branch but after all this, I won't be purchasing a car from this branch Updates: as soon as I posted this review, 2 different people came back to me- Siobhan and Aoife. Aoife mentioned she'll come back to me later that afternoon as I need them to fix more things for the NCT but I did not hear from Aoife again. It seems that communication is at a non existing level in this branch. They gave me another date for the Airbags and asked me to pay for it, which I absolutely didn't have intention to do so and got that fixed elsewhere. Will never return to this place, horrible customer service, poor quality and ridiculous waiting time