I bought a used X5 from Williams BMW in Manchester - the salesman who dealt with me was Adam Graham. The initial service was good - I bought from a distance and I got shown everything I needed to see, got progress updates on the car prep and paying a deposit was easy. Williams wanted to arrange finance for me, which I didn’t need. In spite of knowing that, their finance manager, when presented with my broker arranged finance tried to convince me that paying more interest with them against a higher guaranteed future value was a better deal (I’m not sure that advice meets the FCA treating customers fairly principles, but there we are). As part of the deal I arranged an extended warranty for £800. I left Williams BMW to deal with my finance broker and between them, Williams got an invoice to the broker, who got it paid by the finance company. Come time to collect, I paid the deposit, Williams told me I was paid up and ready to collect, and I collected the car. The collection was a good experience, Adam was kind to my sons, which I appreciated. The difficulty began a few weeks later when Adam called me, to tell me he had forgotten to include the cost of the warranty in the invoicing of the finance company and so there was £800 outstanding on the bill. I didn’t know what to make of that, so I said I’d sort something in a few days. I had time to think and I was annoyed. I emailed Adam to say so - that it didn’t feel reasonable, this long after the deal, when we had shaken on the deal and I had collected the car, to come back and tell me there was something outstanding. I told him paying £800 just before Christmas because of someone else’s mistake wasn’t reasonable and I wanted to make a complaint. I was then emailed by Craig Fenlon, who is a Sales Manager at Williams BMW. He made it clear in his note that making sure the car was invoiced correctly was my responsibility, this was my mistake to correct and if I don’t pay up within three days, in spite of my having settled up, collected the car, and in spite of Williams BMW attending the invoicing with the finance company, he will cancel my extended warranty. I think this is a pretty poor way to treat customers. Firstly the mistake is pretty shabby. Trying to blame the customer for an invoicing mistake by sales is just bad form. Then the threats and bully-boy tactics just make it worse. My experience of Williams was that when things are going well, they’re fine. To be fair, every business is fine when things are going well. When something went wrong, they’re fine tried to blame me, took no responsibility for it, had no empathy, no understanding, and threatened and tried to bully me. I would caution you against using them, conscious that there is an almost unlimited supply of BMW dealers to choose from in the U.K. I’ve emailed the Williams Group Managing Director, Guy Adams, to complain in the hope he takes a more collaborative and reasonable approach. I will update this review if I need to.