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the issues were identified and dealt with in a timely manner
The fault with the vehicle was traced and the sun roof had to be taken out and the water esker was located. Felt a little bit upset that BMW wanted me to pay an excess for the insurance of £25 but did not charge after the fault was not mine.
Was treated like a VIP the moment I walked in.
Had to leave it over night to find fault
Efficient and professional service. Perhaps paperwork could be prepared earlier to reduce waiting time.
All was explained to me; all three things done on time, and when I had a question some days later it was resolved quicly and easily - thanks
Everything went to plan from booking the service, courtesy ride to the Mall, collection and return of the car. Plus video report
All was dealt with very smoothly except the bill which did not match the estimate, however this was quickly sorted to my satisfaction
Both Stephanie and Scott were very helpful and also quickly resolved the issues that arose.
Fast service, friendly staff with a can do attitude.As a service driver myself for somewhere else I was impressed with how the showroom was laid out and the attention shown to the customer, an environment I would like to work in myself.
Everything that was done worked well and was simple for me. They took great care of me and of the car. The video was useful and the whole experience was simple and straightforward.It was great to have confidence this was going to happen
Every single person....... Polite and professional
Excellent service, friendly staff and everything well communicated.
Easy to deal with, helpful and polite. Staff all work really hard to ensure the customer has a good experience.
I came in with the car and dropped it off. Collected it the next day after the service with no issues. Staff were friendly and welcoming.
lots of communication before the appointment, I didn't have to wait too long to drop off my car and collect the loan car.The fault was fixed within the same day.
excellent reception service and timely
Greeted by freindly staff, coffee on hand, personally looked after.
Issues dealt with quickly and politely
I was loooked after from beginning to end by Nathan Fillingham who I found to be very helpful and more importantly , listened to the issues that brought me back to BMW.He was able to follow up all of the issues very professionally.
Good job done on time
Excellent service, great communication, shuttle bus to work - could not have been easier
The representative that handled my service was informative, courteous and professional.
I really liked Stephanie and the service I received from her. Very attentive and personal.
Did everything as expected and kept me informed throughout the process.
Excellent prompt service
Took car to main dealer to investigate an engine light problem. No courtesy car available, I arranged lifts to collect me from Bristol and return me 2 days later including sorting lifts for work. After 2 days for work. After payment, light still on!
Getting my car to the dealership and getting back to work and doing the reverse took 3 hoursTOO LONG
Reliable and speedy service. Polite staff.
Everything was very effective and efficient and human .
Paid to have washer fluid replenished but within 15 miles of leaving DL Bristol the washer fluid light came on. Small things like this don't normally get missed but has a lasting impact. Slight loss of confidence that other things get missed off.
Easy to book on-line at a time to suit me. Service was started and completed on time. Staff well versed in customer service. Couldn't fault it!
The quality of service provided by Gabrielle was excellent.
The car was booked in when I wanted. The staff were efficient and professional. Car ready on time and well presented.
I had to make an unscheduled stop at Dick Lovett due to a malfunctioning Start/Stop system. Dick Lovett reacted quickly, did thorough checks on the car and fixed the problem. Excellent service from Stephanie Bedford, Customer Service.
Very good service. I wanted the car quickly and they did that for me
garage could not complete work.
Simple Brake Fluid change as part of pre paid service pack on my 1M
Service was great and it is noticeable that the customer is part of your core.However, >£300 for a battery seems a bit excessive. The reason for taking out a star is that I was promised a phone call the next day due to a component that I never got.
I received excellent support and Customer service from Lauren Marshall. There were a couple of issue with MOT dates etc., but Lauren dealt with these very professionally and went beyond expectations to help. Lauren kept me informed all the way.
Having previously found DL Bristol to be pretty annoying (Swindon/Hungerford better), Lauren showed what good looks like. Proactive, regular updates - a great help.
Very helpful and happy people make me feel always welcome
The Service was fine but I was shocked at the quote I received to repair a small scratch.
The work on the vehicle was completed properly after two previous failed attempts to rectify the fault which this had led to a formal complaint. This is why I have restricted my response to 4 rather than 5.
Good service generally, however 1. I was told to allow up to 2hr. The work may have taken this but I was at garage for more than 3 hours in total2 I asked for a brake "whistle/squeal" to be checked. Noise is Still there and no feedback was given
All was fine until the car was ready for handover, as part of the service you provide a detailed video of the cars general condition, and then state in red and green boxes work needed or not needed, not enough space to complete could you contact me
Very efficient staff, keeping one informed the whole time plus very pleasant surroundings to wait
The service was great from start to finish with very helpful and interested staff.
Straight away on the problem and super support
great service and assistance from customer services
From my first contact to the driving away of a clean tip top car my experience was most professional at every stage. Well done BMW.
Superb all round excellent friendly staff
My issue is not resolved and I am being told that BMW need to prove the same fault does not exist on another car, before they will agree it is an issue and do something about it. It has now taken about 6 weeks and three visits and still not resolved.
Timed appointment over ran which was frustrating. When car returned you were just given key and pointed in a vague direction. The team should be in place parking zones so at least the service people can tell you the car is in particular zone
The personal service from Jacob and the team was exceptional, no question. That has always been the case with Lovetts.However, I was without my car for nearly a month and while I was looked after the repair took too long.
I was seen quickly and taken to and back from Cribbs Causeway and the car was then ready.
Prompt efficient friendly service
Work completed on time and to my complete satisfaction.
Always good service when you first arrive when dropping off my car
Step from the Service Advisor team did a good job, however the KDS being forgotten resulted in the car taking an additional day to complete, which wasn't ideal. Dropping the car off helped a little with the logistic issues with the delay.
Work started and finished on time and a lift to the Mall for some shopping first class customer service
I was met on time, told to take a seat and was offered coffee etc., by a very kind and helpful lady...brilliant!!
Everyone was very friendly, helpful and went out of their way to help me; this started with the receptionist, the young lady who booked me in; to the engineer who came out in my car with me and also the gentlemen who dealt with me.
All on time easy to book appointment, friendly staff
Staff professional and issue dealt with immediately and with minimum hassle. Very pleasant experience all round
I had a issue with how the car was washed before being returned to me.
Staff were informed and helpful when needed.
Somewhat disappointed that the repair took 3 days, but I'd prefer it done properly than rush, and the car was delivered back to my home, which was very helpful.
From the cheerful greeting to being handed the fob it was good customer service.I expect the work under the bonnet was just as good!
Only reason I couldn't give you 5* was because I had difficulty getting a courtesy car as planned.
Because of the exceptional service and friendly and helpful approach of the service reception staff.
Everyone is just so helpful. Good manners. Polite. Profecinal. Kept up to date with what's going on whilst your in store.
Everyone was extremely professional and friendly.
Polite courteous staff. Well delivered product.
Friendly, quick service.
It's just because they did everything from day 1 till the finish I will say thanks to jacob Allen which was very helpful .
The service experience is what i have come to expect from Dick Lovett Bristol
Car in for a full valet at Rybrook Shrewsbury expense
Clear and concise information presented in a professional manner
timely and well explained
Excellant customer service and attention to detail.
See answer to next section
Was given appointment at relatively short notice and everything completed as promised
3 visits to resolve a problem (+ initial investigation) and on each visit the required parts were not available (always on back order). Always have to wait at least 15 minutes to be seen even when I'm the only customer in at 07:30am and poor comms.
Always treated as valued customer
Very pleasant staff, nothing is too much trouble. The drop off facility to Cribbs is also a most welcome option.
All fine, except pick up from city centre was half an hour late and there was nothing like the volume of traffic to cause that (traffic was the reason offered). Faultless links to city centre are an unavoidable cost of cheap out of town sites.
Amazing staff, lovely hospitality, vehicle was washed and vacuumed. Overall a very professional feel. Excellent service keep it up all!!!!
Good value (£99 service offer) and five star customer service.
The problem I took it in for was not sorted they said it was. In fairness to them I have not raised this with them yet because I haven't had time, nor time to take the vehicle back.
Service provided by Steph was exceptional
Please see letter e-mailed after the service.
Good Contact, pick up and redelivery as previously agreed
When car handed back the driver seat height was altered and it was far forward, the mirrors had been moved, the vents were redirected and closed, the temperature was set to minimum, items I had to hand in the armrest tray were moved to glove box.
Nothing is too much trouble. First class service
The service was started and completed at the promised time.The reception staff and service staff were friendly,welcoming and efficient.The car was returned in a washed and clean condition which is also welcome.
Service and attention to detail first class from initial reception to follow video
2 side lights bulbs cost £60. Before they started the work I asked for a rough quote, the reply was £25.So £60 was a bit of a shock and as they had carried out the work I was left with no option. More accurate quotations would be better in future.
Service team very friendly and helpful and the car is always serviced to a very high standard, giving me confidence in the car and the brand.
Cameron was excellent. There were several things on the car that needed to be completed within a tight timescale and he went out of his way to ensure as much was done as possible.
I had to book in for a recall and it couldn't be finished on the day so I had to make arrangements to get a lift home and a lift back to the dealership the following afternoon. Quite inconvenient!
I have just returned from my 3 rd visit regarding the fitting of a new front tyre. The 1st two visits left me with a leaking valve, hence a safety problem. C Ramsey has been exceptionally help full on the 3rd visit in getting a cure plan together
You failed to reset the onboard computer so my car still tells me it requires a service
All was easy and all on time
The service on the car very good '. But the cleaning after ' well the outside of the car Not cleaned not all ' and as I was waiting for the cleaning staff to so say clean the car this was Not good this is not the first time
I was able to arrange a service at short notice. Reception and the service were happy and efficient as usual.
Great personal service from Chris and Josh
Booking the car in was easy, work was prompt and on time. waiting area well serviced, clean and tidy.
The problem was sorted in an efficient manner and I was happy with the service I received from Jacob.I would however point out that I had to wait for nearly 30 minutes to pick up my car.
The maintenance issue that was investigated is intermittent so I could only be completely satisfied if I knew it was fixed and only time will tell
Easy to book service, very warm welcome and helpful in getting me to my meeting in Bristol. Informed honest staff.
Friendly staff and professional operation
I was well looked after by the service team to replace my tyre at such short notice, only disappointment was two inspections were required and time of delivery for tyre (not entirely fault of Dick Lovett)
Quick easygoing professional service
The small item of work to enable the car to pass its MOT was scheduled at 0800hrs but the retest (which had only been booked one week earlier, i.e. a relatively tight time frame) was booked at 1200hrs. However the MOT retest was done sooner.
I was looked after very well.
I notified BMW of my changed email address (to firstname.lastname@example.org) but am still receiving emails on the old one
I was quoted £140.00 on the phone for the minor service however at the garage I was informed this only covered the oil change and it was an extra £100 for the microfilter.
They kept me informed of progress with the car, and carried out a very thorough repair. They were happy for me to have a courtesy car for longer than expected, until they had fixed the car and tested it with an extended road test.
The service advisor was lovely in all respects except that he omitted to flag up that the car needs an air con service which I would have had done if informed. At Toyota they call you so it can be done at the same time rather than as a new appoint.
As always the staff on reception were fantastic and my overall buying experience from Ben Willcox was exceptional a great ambassodor for your company . Nic Cooper was also very good to deal with and explained detail simply
Fantastic customer service all round.
Stuart is always very good.
The Service representative (Stewart) was polite & professional in his approach.
Courteous staff, Vehicle health check given by email with video, courtesy car available, waiting time at the beginning and end of the process very short.
The sales person that dealt with our purchase (Mike Gill) was excellent, he was very knowledgable and patient which was refreshing
Tom Wodehouse at Dick Lovett.... brilliant
Couldn't be more helpful very accommodating polite and friendly.
From start to finish the sales rep was very helpful, answered any questions I had and kept me updated with my order
Everything was very well organised from our collection at the train station to the hand over of the car. The staff were very polite and friendly.
Tracey Stephen's worked very hard to get me a new 3 series which I needed ASAP through the motability scheme
The Salesman was fantastic from start to finish. Nothing was too much trouble for him. This is the third car I have purchased from him and it never feels like he is trying to sell anything. Wish all salesman were as good as Chris Harriott.
I have no reservations or criticisms only praise for the showrooms, the salesperson and the service I received.
The sales representative was extremely professional. We were not pushed into a sale in any way and all our questions were answered directly with no faffing about !!
Chris Sparrow, who was my salesman. Looked after me very well and went out of his way to make the car handover feel special.
Site easily accessible and able to park. Reception staff exceedingly polite and helpful. Left unharassed to view cars, as requested. Premises well kept, light and bright, with a pleasant atmosphere.
The salesman Tom was excellent. I had a minor problem with the number plate not being straight which he sorted straight away. Polite, friendly and knowledgeable about the product.
Always a pleasant welcoming environment
Sales assistant Tracey Stephens was excellent during all stages of the sale and delivery of the new car, and is interested after the sale
Tom was excellent with the kids and the BMW 'demonstrator ride ons' were great for keeping the kids entertained particularly when discussing the paperwork. Even though we were late for collection, we didn't feel like we were being rushed.
The service was excellent from start to finish. I spoke with a few Dick Lovett (Cribbs) employees and all were great to deal with.
Great experience from walking into showroom on a "browsing experience" leading to me walking out 2 hours later with a new 4 series on order for collection 7 days later!
I was kept informed at all times, given good advice and options during the process of choosing and purchasing the car. Mike Gill at Bristol was totally professional and accommodating as were the guys in Hungerford.
I was informed at every stage, very happy with the experience.
Treated very well, shown to where you could have a drink while you waited. Very polite, well dressed and attractive to boot. Gone out of there way to help me.
Excellent pre sales, sale and post sale experience. Superb handover by Joseph Chester. Also great coffee!
The car handover was outside in the dark and wet which made it impossible to inspect the vehicle despite dealership having extensive workshops and covered spaces upon its site.
Because Tom Gronau was so very helpful & professional from the outset. No feeling of a hard sale or being coerced into buying something we didn't actually want. Gave us a lot of options & alternatives.
All my questions were covered. Salesman really listened to me before proposing any product.
Great salesman who kept me informed despite delays in the delivery of the car.
Excellent service from Gabi throughout
Luke and Kelly were brilliant
The entire experience was one of excellence - from the Reception Staff right through to the Sales Team. Friendly yet professional. Amazing attention to detail. Couldn't fault it!
We discussed my needs and expectations and Tom did his best to accommodate them throughout the process. As a repeat customer I expected a certain level of service and it was received.
I wasn't pressured but was given all the information I required. I was kept informed with regular contact when it was promised. The vehicle turned up when promised
Jenna was straightforward, honest and genuine. She is a credit to Dick Lovett
All was great, except we agreed I'd get the car with a full tank of fuel and when I collected the car that wasn't the case.
A warm and friendly welcome when i entered the centre. Ashley was well spoken, knowledgeable and very professional when dealing with my query. The finance manager eased tension by adding humour to the mix, great experience and a fantastic combination
tracy stephens always looks after us and makes us feel welcome
I was undecided at first as to my best option whether to wait until the new 5 series was available in Feb 17 or to buy a stock model. The options were supported by a finance models but no pressure was applied to me to choose either option.
Genuine service, cared about us and our requirements. Allowed us time to make the right choice whilst maintaining contact throughout.