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Personal service provided, collecting and delivering the from home
The service itself was straightforward. Communication between the receptionist and the servicing staff failed to explain the nature of a fault in the satnav software, and I received a call to say that a change to the DSC had not been done, but it had
kept informed of progress all the way through and arranged local mini bus to shopping centre whilst waiting
All work carried out even some issues that were not apparent. Good communication through out.
Top service and all part of Bmw services
You were able to fit me in at very short notice and provided an area where I could work. Refreshments were on hand throughout my time with you and the car was serviced whilst I waited.
BOOKED THE CAR IN. GTVEN A PICK UP TIME. UP, LEFT THE CAR IN ON TIME AND PICKED IT UP ON TIME. WHAT COULD ANY ONE WISH FOR ANYTHING BETTER?
Jacob is always very personable but completely on the ball
Well looked after by friendly and knowledgeable staff
again, I feel the service advisor was more interested in taking my money rather than producing a strategy for brining my car back when the breaks where due rather than having the breaks done there and then. Feels he wanted his commission
Successful MOT with wash and vac. Professional service
Although the showroom is always very busy I am always made to feel welcome and the information given is always accurate.
The rattle was found and rectified very quickly.A minor point, I did ask for a body shop quote for a smart repair but my car was not inspected. I was not made aware until I followed up a few days later as I had not received the quotation
Took a bit longer than expected , though this wasnt a problem for me on this occasion .
My enquiry was superbly handled. The member of staff was a credit to BMW and Dick Lovett and in my view deserves recognition.
Your representative could not have been more helpful
When i brought the car in for it's service i told the receptionist that the brakes were squealing but nothing was done, They have also not reset the service properly because when i turn on the ignition the service mileage showed only 1700 miles.
Car is less than 3 years old. Handbrake is out of adjustment. Brakes are ok, so it's a failure of the self-adjusting handbrake and should be fixed under warranty. But BMW propose to charge £92. Not much of a warranty, or a pre-paid service package
As previous comments
I got good service, especially from Gamma.
Excellent Service with friendly helpful staff
Very slick professional service, with helpful accommodating staff. Full explanation of works required including video.
Had both front wheels replaced under warranty . Jacob the service advisor offererd to collect car on way into work and deliver back on his way home. Perfect service .
Not everything can always go smoothly, but the measure of the place is what happens if it doesnt, and how they strive to resolve matters. The experience this time wasnt flawless but the service was exemplorary!
My 12yr old M3CS came to have perished/weathered rubber & plastreplaced whilst it wa recall. I knew it would be expensive but thought it would be in the best place to have the work done. 2 new paint chips and a now rattly armrest later.....
I was kept informed by Stuart and service was straight forward plus car was cleaned which is always a bonus!
Comparing our experience with Mercedes Bristol the service at Dick Lovett BMW is far superior
Confidence in the expertise of people working on vehicle based on past experience and on the transparency of the service process which includes analysis of the work carried out and the video of the process.
Looking through the service check sheet when I returned home it did not show oil had been changed ?. I intend to raise this point with a forthcoming software service recall.
I was not impressed with the service after BMW having the car all day, I had to wait over an hour more, when I got the car back the wash had clearly been rushed through it wasnt up to standard. the back windscreen was not done the front windscreen w
The experience was good but the problem is still evident and the car is booked in again in December.
No issues, every aspect of the service was excellent.
Cameron was brilliant I couldnt have asked for more from him. However, I am still perplexed as to why I had to pay for half of the labour for the flywheel and clutch being replaced.
Great idea re sending video of overview of car and options re work to be done. Adviser explained all work done very clearly
High quality service and very well looked after
All work done requested and well informed of progress.
My MOT experience was easy, fairly quick the car passed(!) and was cleaned to a high standard afterward
We hav e said it all.
Provision of loan car while work was completed was important. Also like the video feedback of the visual safety check
just did not resolve every issue,but this was only a minor one.
Initially some confusion re booking and location but it was resolved.It can take some time to get a call back if lines are busy and a message is leftHad to ring several times before being able to discuss problem but then service excellent
Upon arrival I was told my m135i needed much more work than previously stated (spark plugs, filters etc.). Check-in/out processes were fairly quick, but could be improved. Courtesy car was terrible.
I called the service department before bringing the car in for a service to make sure I was able to service the car early. Upon arrival I was told it was not possible to service the car early, unless I paid for something "serviceable"
In any time, took the amount of time that they said it would
After speaking to reception & having a drink and reading a magazine I was told by Cameron " You are late and have missed your appointment". I was taken aback by this & told him that he was being rather harsh. He had phoned my wife asking where I was?
A waiting appointment was not available for more than a week and it took over 2 hours to do a simple brake fluid change with complementary wash & vac.
You kept me informed throughout the service.
MoT video report was informative and the MoT was completed on time. I was kept informed through the day and I was given a courtesy car with an auto transmission, which is what I am used to.
Dealer facility is great as I can work there while my car is being worked on. Very slick service and Im sure the car felt better after the standard service.
could have been a bit quicker - took nearly 3hrs instead of the 2hrs quoted. But the car was beautifully cleaned, the showroom was a fine place to spend 3hrs in - good wifi and coffee.
Always treat the customer with respect. Good advice and i cam trust you to do what you tell me you are going to.
The ease of booking and collection of my vehicle was very professional and quick. The vehicle was very clean on delivery inside and out. Really pleased with whole experience. Good to have staff like Nelson to collect car who have been with BMW years
The staff are polite, courteous, helpful, engaging... really, this is customer service to aspire to. Plus, they provided me with a place to work, refreshments and wifi to use while my car was being serviced.
The car came back with a scratch by the door handle that was touched up but no one told us. I found it once I came home and as I live far from the dealer I dont have the time to be driving back to it.
Job completed as described.
Things are never so good that they cannot be made better. I consider very satisfied as a very good rating
No bother about service & recall carried out when I wanted.
Top quality staff and service nothing is ever to much trouble.
Great customer service, very friendly staff. Every thing explained well.
The only thing missing is more work desks to use when waiting for car service.
Good quality service, helpful staff
Addressed all questions, gave the car a full health check and cleaned before return.
Had to come back for right tyres to be fitted but what a fantastic serviceIt was put right straight awayThanks
Happy with service
Smooth process start to finish.
The communication could have better. Waiting 7 hours for an update is unacceptable.
See previous answer.
Excellent and friendly staff. Provided me with all the information I needed and more.
Everything was explained fully with all options available
As per above, staff, facilities & quality of workmanship
They did what they said they would with charm and grace.
Excellent personal attention by service representatives
Staff friendly and efficient.
Work carried out as planned and to cost.
My car was on a recall. The car was taken for the work to be completed efficiently and I had a short wait. Refreshments were on hand.
Quality service as always
Overall great but coutesey lift wasnt very flexible. I was also surprised that I had to pay for this service when I have a maintenance plan
Apart from misplaced keys when I went to pick car up caused 30 mins wait
very helpful indeed
Again as above can always satisfied with the service you receive.
My vehicle was not ready at the specified time.
I had requested a quote for wheel scuff repair which was never provided and didn't receive a call to advise when the car was ready for collection.
The staff were friendly and explained everything that was happening
Both front & rear wipers have problems reported from purchase still not resolved.I had a free car wash etc (3 in No) when purchased. There are two areas which were missed and was told they would be polished out on 2cnd visit. Not a good response
Adding 45 minutes extra delay if you need your car washed + vacuumed is not a great thing.
Once again Brilliant service.
Very good service
Good service, competitive price. Car was delayed going in but no big deal. Hosted well. Guy on the service desk was great! Chris the salesman and Nick in finance; always good to meet up with them again, great guys and a credit to BMW
This could have been a very expensive problem and I am sure that if I had taken the car to a non BMW dealer I would have paid much more.
They are always welcoming and happy to talk even when not buying. They show genuine passion about the products
While I waited for the oil change service my car was cleaned and washed.
As always service was excellent. From checking car in to receiving complimentary lift to work, receiving video message explaining the areas of the car that were being checked, everything about the service provided was faultless
Greeted when I entered the showroom, offered coffee (which was good), and listened to by service person, and had a joke with him.
In the age of technology would have hoped for accurate times of pickup and return of car not just e,g. between 9 am and noon
Again - a few last minute changes requested by me that added time required on car but they accommodated and moved schedules around to do so - excellent response !
I was given a service and MoT appointment at very short notice. service was efficient and I was not kept waiting. Customer care was brilliant
Generally helpful and courteous though for the last service I got to the garage and found I was not booked in. However, the service team managed to put me in at short notice.
Very satisfied. Staff are friendly and attentive. Was slightly disappointed that I wasnt aware of the morning car-lift scheme as I had to spend a lot of money on taxis there and back. I would use Dick Lovett over any other BMW franchises.
Took a long time to change the oil. Vehicle inspection was done in April so this seemed to be an unnecessary duplication.
Polite, friendly and knowledgeable staff
There was no delay when I arrived, on time.The staff were polite & friendly.The service was carried out in exactly the time specified.
Satisfied In all respects
Service completed on time.
Excellent sales and customer service
Work performed as expected.
Not sure why service was required
A couple of minor issues were immediately sorted by the advisor Scott.
The service was carried out to time with the minimum of fuss.
The service was carried out quickly and they explained everything clearly as well as communicating effectively
See above, in addition, work completed on time, as expected and for the quote provided.
I arrived very early and was greeted by one of the workshop staff who went out of his way to help me. I was kept well informed with email links to health check videos and efficient service on collection. A great team providing a great experience.
Even though this was just a simple replacement of the driver's air bag due to a recall from BMW, it was done efficiently and within the time quoted.
Unexpected services required within 6 months of purchase of used car
Everything done as I was led to expect. I was phoned with information, didn't have to chase. Work done under warranty.
Follow the same principles of quality and efficiency - good value. Found them to be very honest and trustworthy. Love the videos of the service/inspection
Exemplar customer service from Gemma.
The squeak on the brakes was worse after the job. However, I am just waiting to see if it clears.
A lift to my place of work was arranged in the morning and a pick up due later that day. My car was kept overnight to finish the work off but when I rang to arrange a lift from work to the garage was told the garage doesn't do that. Not pleased
See previous comment
I have a BMW dealership less than 10 miles from my home, but choose to travel 104 mile round trip to Dick Lovett in Bristol.... guess that really says it all!
The staff are very competent and helpful. Lauren Marshall has proved an excellent professional service.
car repair completed in good time
Everything requested was completed
Waiting time longer than expected.
Car picked up on time and dropped off time and all worked done to a great standerd
All the above.
My answer is my answer.
Efficient from start to completion
My first service visit required me to return the vehicle for remedial service to the a/c
Staff are always courteous, knowledgeable and helpful. So far all commitments have been kept as regards time and costs involved. I knocked a few points off because prices can be a bit high compared to competitors.
The car came in for a MOT and when I picked it up it had a leak in the headlight washers, it took three visits before the fault was found.
Encountered no issues so can't complain
Kept in touch all the time, emails text sent a video of service and very helpful when I rang and asked questions about service. I am on motobility scheme but new on it so not sure how it works Very happy with service Also cleaned my car
Service completed well within time slot
Whilst I am satisfied with DL's final repair, I am disappointed that it took over 3 months to repair the car, due to a part on back order with BMW Germany. I also had to return the car for a coolant leak within 48 hours of collection.
As above comments
Sales and After Sales have been very helpful
A full explanation of what was carried out in the service was given
As above as
Aircon not working Seat heating not what it was and has been put back not correctly
As always - exceptional service
Limited public transport to the site is an issue if a courtesy car or the "pick up and deliver vehicle" options are not available. The drop off at work service is appreciated its just getting back.............!!
Staff are friendly and efficient . Vehicle serviced promptly and on time for pick up.
Dealt with the problem very promptly
Excellent and friendly service
Same as above.
Smooth and quick service and great to have the car back immaculately turned out
Always feel like I am the only person in the showroom even though I can clearly see other people. I really like this
See previous comment. I believe Dick Lovett have a very professional approach to customer care.
The Dick Lovett centre has been charging me a quite considerable amount of money without being able to fix an issue with my car. Furthermore they are still asking extra money to perform further tests
Service was carried out efficiently with clear video post service report.
Although the attention that I received from Stuart cattanach was excellent, I think that something had gone wrong with the booking in process. This meant that you could not complete my service until the following day.
Already spent £500Now quoted £350 for more workWarning light still on and nobody at Lovetts can resolve the issue for more than 8 miles!
Fault on car fixed, courtesy car given, very polite and courteous staff.
Delays in booking in due to courtesy car not available for weeks. A common problem it seem with Dick Lovett
Only down side was they parked my car in the general car park after the work had taken place, when I requested specifically that they did not, due to risks of damage, as my previous BMW has had damage in this car park due to visitors.
Car came in and problem was fixed, by the help of May and Scott
Servicing conducted professionally, but took over 25% longer than scheduled (scheduled for 2 hours including valet). Had another half hour wait after being told the work was complete and the car would be brought round shortly.
This time was due to Gemma's service. Previously I have been shocked with the level assistance provided by he service department. Gemma was also let down with the department that deals with the service packs who were supposed to contact me & did not
as i couldn't fault it
The staff and how I am treated make all the difference and find them always very nice
Did not keep to the booked time.
Looked after very well and made to feel welcomed by all at the centre from reception through to sales.
I have asked by phone and emailed with regards to the bowers and Wilkins speaker . I have had no response and am not in receipt of this.
The whole experience was easy and hassle-free. Sarah Hayward and Nick were especially helpful
I was kept informed of all the stages, from order to delivery, by the sales rep and the BMW centre.
Again Steve was excellent. He took us through all the car details, and made sure that we understood all the main essentials on hits operation.
Everthing went so smoothlySalesman was knowledgeable,not pushy and new the workings of the carWas a pleasure to be there and not at all stressful
Very friendly knowledgable and efficient
The salesman was very courteous and always explained everything in detail.We were made to feel special when dealing with him.
Attention to detail and determination to provide a good experience exhibited by your salesperson Chris Harriott
Satisfied with most of the process.
Ashley Richards salesman ,excellent
I had an expectation that I might get a new car by Christmas. But the Sales Manager Steve Found did his utmost to deliver a fantastic solution to my needs. He was supported by the Finance Manager Nic who was equally service focused and very helpful.
Sarah (our sales advisor), was very professional, efficient, cheery and nothing was ever too much trouble. She managed our expectations very well and kept us informed about build times regularly.
customer service at the heart of the experience
My experience at Dick Lovett Bristol was great, it is a very nice place to be and everyone is helpful.
As above. (With great support from Ben Sperring).
There were a few things which did not go completely smoothly BUT THEY WERE HANDLED VERY WELL.
I was not made aware until collection that I would have to arrange for the car to go on my current insurance. Scrambled to add it on before I could leave. Audi offers free insurance for the first few days.
Always consistently good
I was given lots of time and never rushed. Luke was polite, professional and never pushy or inattentive. Its hard to strike the right balance and he did it oerfectly. The support and communication between purchase and collection was excellent.
No hassle experience
Everything was explained clearly and was easy to understand, including sensible advice on which extras would be worth including for future residual value. I felt like a valued customer all the way through the process!
As above with the addition that I was always kept up-to-date with the progress of the car and its current state during the build process. As well as this, the manner in which the car was handed-over by Chris was great; special but not over the top.
Again good service from end to end
I dealt initially with Nik Cooper, who always takes the time and trouble to speak whenever my wife and I attend the dealership. We discussed our needs and he made some very helpful suggestions before arranging for Tracey Stephens to finalise things.
Everything was good except the number plates were printed with one wrong letter, so I had to return to the garage later in the day for the correct plates
I dealt with Mike Gill - Sales Exec who I had not met. As my partner died a year ago I was doing this on my own and he gave me plenty of time to make my decision, having made a decision he kept me informed of progress, allowing me to add on extras.
It was made really easy, i can be a difficult customer sometimes but this was a really good experience
Chris and Tom were fantastic from start to finish, from test driving nearly a year ago to finally placing an order and collecting recently.
Tom Wodehouse the sales executive was very helpful from start to Finnish and i was very impressed how he went through different options 10 out of 10 for tom
The knowledge and professionalism of all staff is a credit to the company's recruiting and training policies
Well run, polite, clean
we went looking at the 0% offer, our appointment was on time with Lindsay Donaldson very nice young lady she went through what the new car was like by explaining all the features and even a colour sample which was great as the car was not on site .
I was kept updated throughout and time was taken to explain all aspects of the purchase
Chris managed by expectations realistically and kept me informed throughout the process, great communication.
As above the sales team were very knowledgeable and professional. We were very well treated and the sales process was very good
Everything was as promised
very satisfied, car was better than expected when we arrived to pick it up!
Overall very good indeed, but some times the centre was very busy indeed and not quite sufficient staff to cover promptly
from start to finish a very high standard dealership
Car arrived early. Easy to order and purchase. Salesman kept me informed throughout. Sales people were relaxed and not too aggressive.
The purchase was easy, straight forward considering it was a new mode of 1 series and delivery suited me when the car was available.
Your gap insurance is excessively priced - 3x the actually average cost it reflects badly on the the perceived value that Dick Lovett are offering
Loved the video of my new car Ben sent me via text prior to my arrival at the show room to collect.
I AM NOT SATISFIED as Ive got no car as its back at Dicklovett. ( Really funny your app is not letting me set the rate at a 2 ) I wonder why ??????? NOR 3 or 4 ????
Steve Found knows the products and is easy to do business with
Well looked after. Same person throughout the process. Wife made to feel special with flowers.
All went very smoothly and delivered for the 1st of the month
I was very happy with everything during my time and very happy with the help from Sam
Totally satisfied in every way. The ambience of the the Sales Dept. at Dick Lovett was excellent as was the efficiency of the front sales desk. Iain Stephens the salesman we dealt with, was attentive, professional and very approachable.
See previous comment.
A complete 5 star service
The initial time spent waiting to see Iain was minimal. Everyone was attentive, interested and friendly from entering the building to leaving. Collection day had a short delay due to IT issues but did not spoil the collection.
Representative very good.
Nothing to fault. it was excellent all round. Nick Cooper was great on the financial side. Chris Sparrow was knowledgeable and ever helpful (I had many many questions)
Staff did all they could to provide the kind of vehicle I was looking for
Comfortable waiting area, pleasant meet & greet staff. Coffee and WiFi available. Mike Gill was so relaxed, friendly and welcoming yet knowledgeable, professional and efficient. First class.
Every effort was made to have the car I chose ready for me on the date I requested.
Purchase went smoothly. everything was explained in detail.
We where dealt with happy friendly people & a very satisfied customer they could not have have treated us any better
Nice place to buy a car. Pleasant surroundings. Friendly reception staff. Great facilities. Salesman not pushy but did his job efficiently and in a friendly manner.
Both Tracey and Ian were very good and the use of Carwow made for an excellent deal.
Very friendly salesperson who was highly informative and knowledgeable on all aspects of my chosen car. Having no feeling of being rushed or pressured was definitely an added bonus. Collecting the car was exciting and felt very special.
as above, good service, very happy with our purchase and deal but was left a little scratching our heads as to the finer points of the paperwork. had to much finance to deal with on collection day. I would have preferred to do that in advance.
Fantastic customer service skills, very knowledgable and helpful. Nothing has been too much trouble.
The staff (especially Tracey), has been very helpful and understanding.
The whole experience, we've bought countless cars from this branch and have always had a good service from them.
My sales rep (Tracey Stephens) couldn't have been more helpful she is brilliant.
salesperson was straightforward
The whole purchase experience was smooth, the figures were made easy to understand which made the deal quick to agree. Delivery of the vehicle was also great as we placed a really quick turnaround on the team at Dick Lovett.
Excellent service and communication. Steve Found delivered his usual excellent standard of customer service.
Car came with a few marks on it, Luke derrick and josh day sorting it, excellent.
I would like to compliment all your staff, who always treat me with utmost courtesy but would particularly like to mention Sarah Hayward, who actually sold me the car. Nothing was too much trouble for her. She was absolutely wonderful. Thanks!
Good communication during the process
Kelly was fantastic & took the time to listen to what I wanted rather than try to offer me what I didn't want which happened a couple of months earlier at your show room. Even though I had a change over at the end to Richard this was a smooth process
Impressed with overall service in purchasing and delivery of my new car
Courteous and personable sales person and finance advisor. No pressurised or slick sales talk. Car acquired well within time specified. Good advice given based on what they heard one was saying.
Refer to answer from question 1