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I did not experience the customer service I would expect from a BMW main dealer. This has been further backed up by the lack of response to contacting them after the event.
Apartment from the lost mats all work done OK.
100% got what I came for and prompt, efficient BMW service.
Every visit we have made to the Bristol centre has had us leaving happy with the way all staff have treated us from the reception staff to sales and service staff, several we now look out for to give them a hello before doing what we came for.
The gentleman i dealt with was very professional and knowledgeable
Looked after me and my car very well.
The staff are efficient and friendly and anything that I have been in for has been dealt with efficiently and to a high standard of workmanship. The waiting area environment is pleasant and always kept looking tidy and welcoming by the staff.
Everything was carried out and we were looked after very well also the car was returned all lovely and clean
I find the video check useful and was dealt with in a friendly and professional manner.
i received a call to advise that after diagnostics check the thought was the suspension needed a new compressor at a cost of approx 1200 pounds but they could not guarantee that this would solve the problem.ie spend 1240 without anyguarantee.
Good until it broke down only 18 days after the service
The staff at DL are very pleasant and the customer waiting area is comfortable
Car was completed within one day and was offered a free lift to the centre and back to the dealership to collect my car My service advisor kept me informed throughout the day
Steven Cullen in the Dick Lovett Service section gave exceptional customer service and really personalised my whole experience. He quickly sorted a hire car for me to use during the service day and he made sure I was happy with the car before i left.
Great support from Craig, kept me posted throughout.
The tyre problem was solved
1st class. Service!
Good service and clear communication between myself and my agent which was much appreciated.
Good service, took slightly longer than anticipated but ok as had courtesy car
We were not kept waiting .the staff were very efficient. And frendly,
A very good dealership very helpful and could not have asked for better service
Very satisfied, thank you
The car was collected and delivered and, the service video is a good visual record.
The Issue with my car has not been fixed and everyday I take the car out and watch and listen to the wipers judder across the windscreen I get more and more frustrated.
Very satisfied with the service however car was not washed.
The whole experience was great
Being kept up to speed as the event progressed
Very professional and efficient staff. TV, papers, free WiFi and refreshments all good. Love the shuttle service to Cribbs which always runs to time.
Very friendly and efficient staff
Good communication, helpful staff
Made sure my car's problem was fixed in time to go on holiday. Having put themselves out to make sure it was possible for me to have my car. I am disabled and my car is adapted I was extremely grateful . Well done Scott.
Easy to contact and efficient engagement.
Service provided by Scott Adams was second to none.
Every time I use Dick Lovett the service is poor, I went in for a end of warranty MOT, 4 hours later I was still waiting. Premium products and pricing, sub standard service and ownership experience
I was not made aware of the 2 advisories, 1 I knew about so asked the 2nd I was not aware of and it was not brought to my attention even when the other was discussed and the colleague knew about both. these were about my tyres and my brakes
Good communication with Jason Matthews in the Service Dept. and Shaun O'Donoghue in the Bodyshop. Between them they carried out all the necessary work to a very high standard.
Again General Satisfaction.
Car serviced without any appointment due to problem with iDrive warning messages. Alex Pearson sorted it all out: car dropped off at 7:30am, all sorted by 3pm. Excellent service that ensured the car was ready for massive journey for work next day.
I didn't get the service I asked for
I was very satisfied with my service received from dick Lovett Bristol. I had a answer back on the same day with the issue occurring on my car and had the problem resolved before picking my car back, Which was stress and hassle free.
First class service, nothing is too much trouble for the staff. Steve who dealt with me was a great ambassador for both BMW and Dick Lovett.
All went very smoothly.
I had to call and chase 4 times to sort the appointment and then I was given a courtesy car with scratches not marked on the sheet and 19 miles of range.
The service person was attentive to our needs and we were given any information we requested in an open and honest manner. ( The shuttle bus to Cribbs Causeway was an attractive option! And worked as advertised!) Showroom facilities are excellent.
The staff are very good. The wait to see a service technician always annoys me but once seen the staff are helpful and show an interest in making sure I am happy.
Easy to book, drop off and collect. Completed in timely manner
I took my car to the dealership at the correct time. It was expected, the whole experience went as planned. Perfect.
Always reliable and explains everything in detail
Estimated time for car being returned to the showroom was unclear and we would have gone and done some shopping in that time if we had known how long it would take. It was however an unscheduled visit.
First class from start to finish
Experience went as a service experience should
We can't fault their services.
Problem not solved. No follow up call or support.
Fantastic service from an excellent dealer. Customer service was outstanding so was the work conducted on the vehicle.
Marked down slightly because hard to get a date for the work and long wait on phone waiting for correct person to talk too.
The service was as expected and done speedily and efficiently
Would have been 5 stars but video was extremely noisy and technician spoke very fast, rendering video difficult to hear.
The booking in process seems somewhat elongated
The service is always first class
Jason was polite with me and accurate in his timings for the service - I was able to wait in comfort for the service to be completed.
I always have satisfaction issues with Dick lovett, and never look forward to taking my car their for any reason.
Work completed promptly.
I came with a quote in my hand for the service booked and was told that the works would not be carried out unless I pay £100 more. I eventually paid £386.
Nice to have the car checked over and valeted before return.
Very happy with everything and the work taken out
No complaints at all. Car serviced whilst I waited and timescales given were met as usual.
For my recent visit (wheels), everything was explained prior to work being carried out and completed exactly as stated. So, I am very happy with the outcome and quality of work done.
Service took a whole month for their first date. It took 7 minutes to get the call answered due to their central service department and the advisor did not know their driver delivery service that I have used for past 12 years. Hopeless!!!!
Exceptional service from Steven Adolpho.
Couldn't fault it.
Lead time is restrictive and I had to wait at the dealership wile the work was being carried out, as C&D or courtesy car wait is horrendous
Usually get excellent service. But this time the vehicle health check report was not given to me. The service adviser said there was a problem with the system and it was not available. Perfect service for the last 12 years, but not this time.
Everything done that was discussed, courtesy car given and car came back nice and clean
Post-service clean wasn't very good....lots of smudges/smears meant I had to get it done again (I appreciate it's a complimentary service)
good customer service
Promised follow up call re alloy wheel corrosion never materialised. Customer shouldn't have to chase.
Faye was very helpful. Can't fault her at all. BUT I paid x amount of money for an issue and the same issue reoccurred the same day and what had been replaced wasn't the issue. I want a refund on the monies that were spent.
I was happy with the information and arrangements concerning the service appointment. I was contacted when the car was ready and I went to collect it. A trouble-free experience.
On the last occasion I had no contact with the service advisor. I called to see if my vehicle was ready and instead of calling me back I had a text message which wasn't clear and again called, only to be dealt with by the receptionist!
Very satisfied with everything
My car was booked in for a brake pad change on 20th August. It took until 22nd August for the car to be returned in the condition I originally delivered it in. You have the details. I accept things go wrong but things could have been handled better.
Craig was a pleasure to deal with and I wouldn't hesitate to recommend him to others in the highest terms.
No issues Collected and returned car as agreed Staff always well presented and polite . Provided update on car during the process and took bill payment efficiently
The service department is vet busy and difficult to get through to the correct person. It would be helpful for a direct dial number for the person dealing with your car or regular text updates for car status and when it's likely to be ready
Always cleanly presented showroom and service waiting area.
Team in the body shop we're great.
Dropped my car off as it had a software recall that needed to be done, they did a courtesy 100% check of the of the car before doing the update, everything was done as quick as possible with little impact on myself.
Friendly and professional
It was only for an MOT but it would have been nice to have had the car cleaned, otherwise very good.
Would think by now for after care of the vehicles we have bought would have expected them to start some sort of loyalty scheme.
All completed on time
My car was damaged during final valeting and I only discovered it when I returned home
Very friendly adviser and accommodated me even half hour late due to motorway accident. However, I mentioned a grinding noise when turning which I'd appreciate the technician looking at. When collecting, I asked if they had been able to see what was
BMW service representative was excellent.
Fast efficient and friendly service
much better than I have experienced in the past. communication with staff and customer is very much improved
Job done well after long delay
All aspects were very good and I was looked after very well by Stuart Cavannagh.
very good service overall but not quick enough.
Well looked after by staff
They make me coffee
All the staff are focused, consistent and nothing is too much in making you feel at ease. It's good to know my car is important to everyone.
It was one of the worst customer service experiences I've ever had I had to get there 7 miles on foot after finishing work no help for transport whatsoever I was also made to feel like It was my fault that there was something wrong with the car!
Good service and workmanship
Everything that I expected was done. 100%
As answer above. Impressed.
Cannot find fault with the service I receive
Not the fault of dick Lovett but the website to book a service (when you can get on there) crashes and failed to book my service.
Went in for a while-you-wait brake fluid change and then found that a steering recall needed to be checked which added about 30 min to my wait, also the car was vacuumed and washed... all at no charge due to the delay caused by the recall check
I was able to work from the showroom and coffee was plentiful. Long wait was detracted from any 'satisfaction'.
My rear differential oil seal was showing signs of failure. Rather than replacing the seal BMW require the casing be cleaned and I now have to come back once I have covered greater than 500 miles. Disappointing I need to come back.
Overall services was excellent from start to finish
For the first time in 3years, my complaint regarding the 'seat belt retrieval ' operation was taken seriously and sorted out ; at last!. In the past it was very unreliable.
Because I was very satisfied
Smooth professional service from collection to return. Progress updates during service.
Over four hours for a simple mot/brake fluid service is ridiculous
Good understanding of our needs
Great customer service, but didn't resolve the problem
I like the facility's at Cribbs Causeway.
There was a reasonable delay (3 weeks) in getting the car into the garage (engine management light). In the meantime the MOT expired & , so it was arranged to bring the car in prior to expiry and left until the car could be attended to (approx. 1 w
The service was completed satisfactorily. Also pointed out faults I was unaware of.
Fay Johnson, Phil Sterry and John Robbins helped sort everything out for me. It was taken care of within the day with no problems. Very happy overall.
Work completed in good time and kept informed of progress
So far as I am aware, everythin was done that should have been.
The only negative aspect was a long wait to speak to a service rep when collecting the car.
Good service overall but a couple of things that could be improved. Please see answer 3.
After paying what could be considered a significant amount of money for a service - my rear wiper is practically hanging off. If the mechanics did this then I'd expect it to be fixed - and if this was me then I'd expect it to be fixed ?!
It was completed within the agreed timeframe
My most recent experience with Dick Lovett service staff was very satisfactory.
I can't fault the service
did what it said on the tin. very well
I needed to have a return visit for new tyres to be fitted ; they were not in stock so had to be ordered. The appointment was booked for the following week and then the tyres were still not in stock...after waiting for 15 minutes to see a rep!!!
Everything required was done in a timely fashion and the car was returned clean inside and out.
quoted £364.48 including the vat which is excellent value and I was very happy to proceed. I arrived & told that it was another £60 ish for safety check, I declined, check light left on, dissapointed for the first time ever, such a shame :(
Carried out in efficient friendly manner.Knowing my car was taken proper care of to exacting standards
I'm satisfied with service, but the girl just handed me key for me to go and find grey bmw in a car park full of bmw'smostly grey! The vehicle is via Motability, I would have expected someone to bring it nearer to the door.
As above . Tracey and Iain were exceptional
Great video and report
Very pleased all round. All as expected.
The £150 for everything approach put me off
Speed it up for us when we needed them to do so
I was disappointed at being called at 3pm to say my car was ready and then had to wait until 4.45 to drive away. Why not wait until it is really ready before calling the customer.
The dealer had an accident in my car. The whole process of getting it fixed was stressful. Communication was poor, and I am still waiting on a few things from Dick Lovett.
Pre- service email asking if I would like a free quote on alloy refurbishment and any scratches on the car. Requested and completed necessary request form. No quote received. Fed back online following Dick Lovett feedback request and still nothing
Very good service from Craig Halford.
Reported a knocking in the anti roll bar but they didn't make any effort to find or discuss with me and just left it.
My user profile for the vehicle was completely reset during the service without warning. I emailed the service contact afterwards to request details but no response.
The reception and service staff are always very efficient and friendly. My vehicle is maintained to my expectations.
All expectations met.
This probably should be 5 stars but I was caught-up with the road closures created by the Premier Inn fire, which caused me considerable inconvenience and additional expense. And while out with the control of the Dealership affected my experience.
Never had a problem
Work completed as indicated and car looked immaculate on pick up
When I arrived the dealer had no record of my booking. Luckily they fitted me in ok. The software was upgraded on my car, however all of the drivers settings were lost, with no explanation.
Scott the service manager was very helpful. I had a awful service at the garage I brought the car and Scott helped me out.
The service was fine, but, as my friends with X1's agree, the installed SatNav is rotten. So I have added a cheap Garmin, which is much superior. And the cleaner, who otherwise did an excellent job, contrived to break the mounting of the Garmin ! Tea
Repair took longer than was first expected. Not the service centre's fault but still an annoyance.
Had over 3 weeks notice car was coming in and didn't order the part required for the repair till the afternoon the car was at the dealership so had to bring it back the next day which made me have to work free overtime at the office.
Explained what and why they were doing what was needed to do
Fast, attentive service and kept me fully informed throughout the process.
No stress. Good service staff, explained everything clearly.
Poor customer service Dirty cars given for curtesy car
Poor Service Poor Communication between staff Lack of notes on system
This experience wasn't perfect, as it usually is.
Car wasn't ready when promised and I wasn't made aware of the potential delay. Reduced to 2 starts because the survey challenged my choice
Although the fault has been fixed, communication and unclear costs has give the experience of a back street garage not what I would expect of a main dealer, BMW and the price
Car was not prepared properly for delivery
My car was left unclean, normally when I get it serviced it is given a valet service too which was not done
A problem has occurred with my 218d that was not present when the car went in for its first service, but it came out with it
Enjoyed my time with Andrew and Nik. Both were very clear in their comms.
Dick Lovett BMW treat me so well as a customer in every way.
Very professional staff and well presented show room. Only let down by fault on car and a week to fix with no updates until I chased.
Easy to deal with and understood my exact requirements
The service I received by Lizzie at Dick Lovett BMW Bristol was perfect, she is a star! The whole team made me feel very welcome whenever I was around and even helped entertain my young son in the showroom which was very helpful!
Stavros.. you legend
scratch on bonnet + scratch wing mirror cover and deep dimple in pant work
I am demanding and know what I want but Gilly was amazing and worked with me to find an option that worked for me.
Really great, friendly people. The sales guy (Stavros) was absolutely great. He did not pressurise me at all and was very informative. He went out of his way to make sure I had all the information I required and talked me through all aspects- fab
Went smoothly as expected
Everything from start to finish went very smoothly
James Christensen at Dick Lovett Bristol became my sales contact after the original person left quite suddenly. He was fantastic and kept me informed every step of the way and I look forward to many years of dealing with him.
The overall experience at the dealership was first class as always. The reason for this is the great choice of cars on show and all the information needed.
The sales process was really straightforward and friendly, it was extremely well managed by Steve Found.
All happened "on time"
Professional service, car hand over was slick and the car looked superb! Nice gifts given with car, and the cleaning kit is a great touch
Throughout my dealings with BMW, Chris Sparrow the salesperson took ownership of my purchase and made sure that I was kept informed at all times and that my car was delivered on time