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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
The squeak on the brakes was worse after the job. However, I am just waiting to see if it clears.
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!
Waiting time longer than expected.
car repair completed in good time
Everything requested was completed
The staff are very competent and helpful. Lauren Marshall has proved an excellent professional service.
Efficient from start to completion
Car picked up on time and dropped off time and all worked done to a great standerd
My first service visit required me to return the vehicle for remedial service to the a/c
My answer is my answer.
All the above.
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
A full explanation of what was carried out in the service was given
Sales and After Sales have been very helpful
Aircon not working Seat heating not what it was and has been put back not correctly
As always - exceptional service
As above as
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
Always feel like I am the only person in the showroom even though I can clearly see other people. I really like this
Same as above.
Smooth and quick service and great to have the car back immaculately turned out
Service was carried out efficiently with clear video post service report.
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
See previous comment. I believe Dick Lovett have a very professional approach to customer care.
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
Car came in and problem was fixed, by the help of May and Scott
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.
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
Did not keep to the booked time.
The staff and how I am treated make all the difference and find them always very nice
Very professional staff. Sales executive organised a loan car for me even though not previously booked. When an issue delayed my car's service completion I was given extended use of the loan car. Very customer focussed.
This is purely based on how Scott handled my issue and not the service received from the workshop.
The car was returned to me after a service with no mention whatsoever that there were two advisories for uneven tyre wear recommending realignment. If I hadn't read the report later I wouldn't have known. As always, the courtesy wash was appalling.
Re-MOT arranged quickly & was able to wait for the car to be MOT'd
Everything that was required was carried out with good communication with service receptionist
See above response.
Tyre pressure monitor had starting showing offside front down 3psi on the others. I assumed wrongly that this would be picked up on the service.
As above - every effort was made to make up for previous bad experience.
As above and I never had a bad experience with any staff and Ashley has been very helpfuk
Staff very friendly
From the start I knew where I stood and how my faults would be handled.
They do not care about the customer. They are a money making business with no scruples or morals. They promise one thing and fail to deliver on it.Pricing wise they are totally uncompetitive...charging over £1,000.00 for four brake disks and pads vs
The only slight issue was that the appointment was booked following a call from Dick Lovett (rather than initiated by me) but when I arrived at my usual Bristol branch there was no appointment. While I have no proof I guess the call came from Swindon
As above poor communication to the customer
Good efficient service.
Polite and courteous staff. Lovely facilities and amenities whilst waiting.
Lauren was very helpful in resolving the issue and friendly.
Because, as nice as it is, I find the sitting around waiting for my 'personal' service manager to come and collect car etc a pain.Most of the time I'm dropping car off on way to work or picking it up on way home and I find it frustrating to wait.
I was pleased with Dick Lovett when my car needed an MOT. Staff were helpful, friendly and efficient as they were when I had a couple of worries. These were resolved very satisfactorily. Dare I say a pleasant experience.
Cant really fault it, although a proactive phonecall reminding when service is due and that the client should contact for booking would be good
BMW customer services has been utterly terrible ever since I acquired my car 12 months ago. I have never experienced such unsympathetic and unhelpful personnel (other than the chap who actually serviced my car)
Very well looked after and kept informed throughout by the service agent.
Friendly helpful staff, good facilities and excellent location.
The service manager assigned to me was excellent, nothing was too much trouble. The reception staff were warm and friendly and made me extremely welcome.
Had a message at 9.30 - car ready. Arrived 11.30am to collect - left at 12.20 as car being cleaned and not ready! Spent most of 50 mins not really sure where car was!Perhaps get cars cleaned first or ask clients before they arrive?
Car valeting staff changed all dash board settings: air con, radio, lights, air vents plus drivers car seat position.
Next day the tyre pressure warning came on. I was shocked to find all tyres massively over inflated. They were well over 4-4.5 bars when the range is 2.2-2.8 depending on loading. Some fluctuation due to temperature to be expected, but not this!
I booked the car in for end of warranty check and MoT which I thought would take one hour. It needed a service which I did not know so had to book a taxi home. In addition I was promised a phone call to say the car was ready. I was not called.
Started on time and updated on progress and the car was handed back clean and tidy
Booking date confusion resolved
I took the courtesy car to the local shopping centre and back on time, bmw kept in touch with me while I was away keeping me up dated. no hanging about at all
The service was excellent from start to finish. I was impressed when somebody coming out with a large umbrella when I turned up in the rain. Josh, my service advisor was excellent and kept me informed.
for many of the reasons above. Everyone has a defined function and knows what they are talking about.
As above, also the car service could not be completed in the day so I had to find my own transport to work. I would have expected a service to be completed in a day and if not possible be offered a courtesy car.
The service rep was very pleasant to deal with and what he said happened
For the same reasons above. Also the sales manager took the time to come and discuss matters with me. Always pays to make body feel more than just a number, and your company succeeds in doing just that. Unlike some other BMW dealerships.
Absolutely shocking service! Completely incompetent staff. Everything that could go wrong did. Only ray of sunshine was the manager, who did manage to sort some issues out. Would never choose to go there again, and will use an independent garage.
The staff are friendly, very helpful and always do their best to make the experience a good one.
Almost perfect - just a little disappointed with the quality of the car valet/wash after the service.
Very good CS and I was given a courtesy car which helped me enormously
The service is always high at this dealership
The service centre manager was a bit prickly afterwards and overly defensive I felt especially as my car was serviced without any further inconvenience to me on the day.
Very friendly and welcoming staff with good facilities including WIFI which allowed me to carryon working whilst my car was being serviced. Only slight negative was the fact I was seen 10 minutes after my appointment time.
Nothing to complain about. All round good service.
The service itself was fine. However I booked a while you wait service, and had to rearrange but the person spoken with did not rearrange a like for like, so on arrival I was told it would be an hour longer. I was actually kept waiting 2 hours extra.
Everything seems to have been sorted... and hopefully will remain sorted.
Again from start to finish everything went very smoothly
Took 3 hours to do front brakes but offset by lots of coffee, soft drinks and free wifi so I could do some work while I waited.
Very efficient and all staff very helpful.
Service completed with air con .this did not work when driving home after collecting from dealer.had to make another visit for investigation.not sure why this was. Short of gas.leak,or defect on ac gas machine,now corrected and working.
The information passed on to me following the first service was extremely helpful. A mention about the person who took away and delivered my car back home . He was so helpful and informative about several aspects of my BMW which I was not aware of.
Very efficient and friendly service. Was quoted for work prior to service and was kept informed by phone throughout the day
Very helpful service representative who gave satisfactory service
Only issue is that I had to ask a number of times for the booking to be part of the affinity scheme and get a discount. This included service booking, on the day booking and collection on checking the invoice.
From point of booking to completed service team were very helpful and provided excellent customer service.
Very helpful '
Nothing to fault
Great care was given in the workmanship on my car.
Great staff service, all ran to time
The service assistant I was given (Cameron), was courteous and attentive
Quick to book in and receive service
Quick, easy, always kept up to date with the state and the time of which the service/work will take. Very happy.
interior not cleaned to bmw standard
Good job done, free refreshments & car wash
Always satisfied with the friendly and professional manner that I am greeted with. Have had bad experiences at other car manufacturers but never at BMW.
Pleasant waiting area, clear information as to what was being done in the service.
Excellent from the point of interaction with the reception staff to the service advisor and then the follow up on what had been done etc. Off course the service/warranty review was carried out to a high quality.
It took over 40 minutes from the vehicle being finished to leaving the dealership. The appointed service person was not there and when eventually I saw someone else the invoice was incorrect and took along time to sort out.
Car not able to be returned to me at end of day as originally anticipated
Very friendly staff and professional attitude.
It was a good experience and the information received after the mechanics had looked at the car was helpful. Of course the wash and valet was a terrific bonus!
Very good service
Everything went as to plan especially as I was able to be fitted in at relatively short notice
Great service and reasonable price
Friendly staff, very understanding, quick and thorough service
My needs were met.
Prompt attention given upon my arrival and the courtesy shown to my wife and Iduring our waiting time.
Because of the speed that they did the repair to the car
Vehicle collection needs improvement. Waiting for a considerable time with numerous staff walking around who are not with customers. Happy to wait behind other customers but not happy to wait whilst paperwork is done or bins are emptied.
You rectified the intermittent problem with the engine.
Good facilities while waiting and staff are helpful
I have been very well looked after
Very frustrating not having my car, but I can only assume out of BMW control due to faulty engine replacement.
excellent apart from delay on pick up after completion of the works
The recent work they did was to correct a fault on a bad fitting rear quarter light window and trim.under warranty. its ok but not perfect..
Work completed efficiently and on time
Would have been happier if all problems were identified and priced sooner. But overall outstanding! Thanks.
Because I am completely satisfied!
This trip not up to usual standard
The added video is a particular highlight.
The treatment I received from Dick Lovett has always been 1st class
Car was cleaned and the service was done well. Excellent shuttle service to John Lewis while waiting. Refreshments very good but lacked a choice for tea.
THEY CARRIED OUT THE FULL SERVICE CALLED ME WHEN IT WAS READY AND I HAD A NICE CHAT WITH THE GUY WHO WENT THROUGH WHAT WAS DONE AND WHAT WAS NEEDED IN THE FUTURE
Friendly & informative staff
All well handled.
Booked for MOT and headlight washer replacement under warranty. It's a shame I had to rebook to get the headlight washer replaced given that you had the car from Thurs lunch time to Sat lunch time (it was booked on Fri).
Great service - needed to work so they provided me with the business lounge and coffee - all very easy!
Once in the workshop the situation was dealt with very professionally but before that it was poor, in that the car was telling me to take it in for urgent attention for me to be told by your service department it could not be dealt with for a week!
As above.Utilised Dick Lovett (Bristol) for my BMW for the last 12 months & took the decision to use this garage due to previous good experience with the Dick Lovett Porsche garage which I use for my other vehicle.
The staff were friendly and helpful, however I wasn't expecting this many problems with the car. Also, I've not yet received an invoice to let me know what work was carried out.
From our greeting at reception , through the customer service manager handling to the service video via mobile all handled expertley
We was on the motorway and the oil light come on, we called in and the car needed a service, they booked it in for the same day.
Only because of previous issue , the wait at the showroom for the service is made very comfortable.
No surprises when I returned to pick up my car.
Communications could have been better.
I was fitted in on the day and the job was carried out quickly
as above. Only marked down 1 star because the car was quite late being delivered back but I was kept fully informed, so not a major drama.
Friendly reception staff, dealt with quickly, service staff knowledgeable and friendly, nice waiting area, great at keeping me informed of progress
Frendly welcoming but never patronising staff
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.
A complete 5 star service
See previous comment.
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.
Staff did all they could to provide the kind of vehicle I was looking for
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)
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.
Representative very good.
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.
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.
Both Tracey and Ian were very good and the use of Carwow made for an excellent deal.
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.
The staff (especially Tracey), has been very helpful and understanding.
Fantastic customer service skills, very knowledgable and helpful. Nothing has been too much trouble.
The whole experience, we've bought countless cars from this branch and have always had a good service from them.
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.
My sales rep (Tracey Stephens) couldn't have been more helpful she is brilliant.
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
Impressed with overall service in purchasing and delivery of my new car
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
Refer to answer from question 1
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.
Superb during the sales process. Explained everything clearly and answered all my various questions. Chris also was great at keeping me up to date from start to finish.
Steve made me very welcome and helped with all my requests and adviced me to get the best car for me
Very informative and helpful - even delivered my car to my office 120 miles away
I was completely satisfied with the service received at BMW centre. All the staff were attentive, from offering coffee, giving financial information and placing order with sales executive.
Independent dealership who understands customer requirements,also nothing was too much trouble for them to find out if needed.This dealership is very professional,and all the staff speak with a smile in their voice.A credit to the BMW Brand.
As above, really liked that my car was waiting in the showroom on arrival
Focus on what we wanted and they delivered it quickly and without fuss
Kept comfortable and informed of progress
Highly customer focussed experience.
Had regular updates regarding delivery and when the person who i had been dealing with wasn't available on the day i wanted to pick up, another fully informed staff member was provided. Staff were flexible to my needs and requirements.
Excellent service from start to finish. The sales executive was knowledgeable, friendly and professional. The aftercare/follow up has also been first class.
The whole process was so straight forward and easy, the car I wanted was at another dealer in Bath, so Chris rang them up and had a video of the car sent to me so I could see it, I thought that was fab.
Staff very helpful
Mike listened to my requirements and delivered, even though I requested a 3 series luxury enhanced spec which apparently you no longer make!
The car was ready earlier than expected and the whole buying experience was painless.
Think the salesperson we dealt with gave us excellent service
From using BMWs for 25 years, all used models, we are now up in the 21st century with the machine we developed and purchased over several weeks. The guidance was great and were led by the hand through the handover process.
Mike, who quickly contacted me following my initial email enquiry, understood what I was looking for and gave me the info I needed. He always responded quickly to any questions I had and knew the product very well.
Again, a slick no fuss service and the delivery brimming with personal touches from Ashley Morris, your sales representative.
BMW looked after us Steve even said he would come on his way home to sort out our sat nav as there was a small delay getting the code
Again, I have high expectations and i was not let down. Being Scottish - i drive a hard deal, this was my first new car purchase as i usually buy pre registered. Chris Harriot was exceptional to deal with and he made the experience an enjoyment.
Very satisfied. Salesman was very knowledgeable about the cars we were looking into. He took time to listen and appreciate our concerns along with helping to tailor the product to our requirements in an honest manner. Very impressed.
Quality of Sales Staff
See 1 above
Nothing can be perfect.
Everyone is friendly and helpful - from being greeted by reception staff to sales staff and finance. The car was delivered in a timely manner and a full explanation was given of how everything worked - Tracey Stephens even kindly linked my phone.
The car was ready when and prepared for the agreed time. The operation of the key aspects of the car were clearly explained and even my phone was connected to the car before leaving the dealership.
A very good dealer experience