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Resolved an issue i had on the day and kept me fully informed
Overall, good experience. Gave 4 stars as the car wasn't washed as is the standard practice. The reason given - not enough time due to the additional work needed on the car. Same reason was given last time also when I sent the car so don't accept it
Please see my comments to question 1. Furthermore, I requested several times for an explanation as to why this situation had accured where I was told my car was ready but it clearly was not and I never got any answers from Dick Lovett.
The only disappointment was not being told about the shuttle service to The Mall, where I'd been by taxi during my service. It was only because we saw it collecting someone when our taxi arrived to take us back to BMW.
As previous answer second time had to leave car for same type of problem
ok , but courtesy car of much lower standard to my vehicle
Again my experience as always been excellent. You book a slot and you get your car back when they say; I also think the video of the vehicle being checked is great and my car coming back cleaner than when it went in is such a bonus.
Communication from the service advisor was poor. I had to phone for updates and when I asked to be kept updated on day 2 of the repair it took an email to the service manager to get things moving. It really doesn't take a lot to pick up a phone.
Loved the 'under the bonnet' filmed car update too. Our technician, Joe, was extremely professional.
Service and customer care were good however as in question 1 the software programme update caused me an issue. I would of expected to be informed that many of my settings would be wiped out as part of the update.
experience was great, the courtesy car I had was dirty & a bit smelly.
Survey video didn't arrive (second time this has happened). No courtesy car - advised that recalls were not being allowed curtesy cars.
Vehicle was returned following service with no supporting documentation. When my wife, who received the vehicle in my absence queried this, her enquiry was met with what she felt was indifference. Documentation only provided following query by phone.
Told there would be a car vac and clean as part of the service. Left the car at 0730, Picked up at 1730 and this wasn't done. I was only told that this was the case after payment as I was walking to the car. Should be upfront about this.
Very happy with the car now - driving very nicely
In general the experience was very pleasant.
Simple and easy to book, everything went smoothly
Very good service.
See above. Dashcam not reconnected.
Jason Matthews, looked after me very well and kept me well informed. It was the first time I had met Jason and I was very impressed.
The service was fine but I had to wait 2.5 hours not the one hour as I was told at the outset
Mot and clean for 39 pounds bargain
Good reception staff and facilities. Service video nice idea and car fine. Took a bit longer than expected.
job done on time ( which was important on the day)
Staff are very professional and helpful.
All good, but I deducted half a star because the Service Book was not stamped.
The service support has been fantastic from the day I bought the car. You always feel a genuine concern that they want to look after you and the vehicle. You are not just a number at the Bristol branch!
Nothing to complain about
Whilst Dick Lovett (Bristol) usually provide an excellent service, it does sometimes depend upon who is assigned to your job. Stuart Cattanach has always been a first class experience for me.
Done what they said they would
Always been treated fairly
The service was reasonable simple ( 1st oil change and two filters). However, the explanation received as to why my car has not consumed any Ad Blue over 15000 miles appeared weak, in that it was put down to driving style.
Having made our requirements (Mr Giles is disabled) very clear on booking a complete disappointment on arriving to find the exact opposite had been put in place. A completely unsuitable courtesy car.Booking personnel need retraining in customer care
Not much to say. Good service
Attentive, flexible and value the customer - you feel that your business is important however I have also just acquired a new X2 from Dick Lovett in Bath but the experience was much less than both Dick Lovett Bristol and Swindon
See previous comment, which sums up my experience.
Good service combined with a pleasant service advisor (Fay) who attended to me within five minutes of my arrival to both drop off and collect my car. Carefully explained the bill and service plan option. Made me feel a valued to DL.
Easy and straightforward, from booking the car in to picking it up
Service carried out while I waited, was completed ahead of schedule and with no issues
punctual and carried out service and little extra jobs like cleaning car
Never been treated so well and professionally by any service department in other dealerships
All was very good until the last part , the cleaning which took over an hour, this part needs to be rectified and all would be better, and the service person would get his bonus [they let him down !].
First class customer experience. Work completed on time. Transport to/ from Mall while car being serviced. Car cleaned after service completed. Comfortable waiting area
Messages not being passed to the relevant persons - three times. I cancelled a collection arrangement with 48 hours notice but they still turned up. Twice now I have missed a shuttle because the driver wasn't told I was waiting. Really poor.
In addition to the outcome above of two days to get my car back and not even cleaned. The key reason was not the ability of the garage crew but the ability of the assistant to manage customer expectations and to lessen to customer instructions.
See above - Kevin was brilliant. Friendly, helpful, thoughtful.
received a hire car as part of the comprehensive warranty cover.. they found another fault and was asked to give the car back due to it being a different fault than what the car bought in for. after repair my car had an empty tank??
I was dealt with by Stuart Cattanach. Very professional, didn't promise what he couldn't deliver and had his finger on the pulse. I felt that my visit and getting me sorted was important to him.
Craig offered to keep the car until the tyre was fixed which helped me greatly
I found it difficult to have such a long wait for a simple repair.
All a bit rushed. We asked if the rear bumper could be checked but we had no feedback. We weren't asked about any concerns with car. Driver who picked us up from the Mall didn't display the high level of service expected
Last service was a good experience as it was part of standard service pack. In the past I've had some not so good experiences getting issues resolved.
Great effort from Steve to get the exhaust valve fixed and provide a car.
The level of service was good.
Friendly, kind, staff....Alex looked after my booking and me very well! Thanks.
long delay (about 45 minutes) waiting for vehicle, some delay in washing it
My car arrived at DIck Lovett's needing a MOT and a couple of problems fixing. Everything was carried out to my satisfaction.
Excellent from top to bottom. Appointment made, courtesy vehicle ready to go, recall/service communicated well and all completed timely.
Excellent service - courteous, prompt, trustworthy
All great except the boot was omitted from being vacuumed
Quite simply because I was completely satisfied.
Exceptional. I have never received such a personalised/bespoke service from any other agent.
Did not do the washer and this is the seconmd time I have requested. I can not see how to adjust them. They have been faulty since day one of getting the car
Took a bit longer than promosed
I am completely satisfied with my experience dealing with Dick Lovett Bristol for the last 12 years.
I couldn't fault them!
Apart from chasing a couple of times due to pressure regarding the hire car provided via Enterprise my car sorted in appropriate time scale
Really easy process to get the car booked in an collected/dropped off to my house. The car came back clean and ready to go. The video from the service technician was well received too
Second issue I also asked about the tyres and was told that the car gets 42 point check as part of the used car process and any tyre under 7mm would be changed every tyre on the car is between 4 and 5mm and none are to be changed.
very professional and personable interface.
Substantial improvement over previous experiences .
A dirty rag was left on the passenger seat. Having spent 500 on a service that is completely unacceptable.
had a suspension component changed under warranty but mt steering geometry wasn't checked not bmw policy apparently
Booked in for oil service. A recall was needed that would take 1 day. I agreed to leave the car on Wednesday 20/11 and pick up 23/11. On 23rd, arrived to find out car needed longer. Came on 29th and kept waiting 1hr to be seen. Car not even valet
Excellent service and communication. Unfortunately I can't bring myself to score 5 because of the reason for my visit (see above). I would like to emphasise that all the staff I dealt with were excellent.
Very straightforward experience
because I'm very satisfied!
Craig was brilliant very friendly and knowledgeable
The team was brill and they go the extra mile to help.
We have been using Dick Lovett (Bristol) since 2003 both for BMW and Mini
Only the waiting time to pick up
Customer experience is top class both Ashley Morris and Jacob Allen are great ambassadors for DL and BMW.
Identified service contact who handled the service well. Fully informed on outcome and status of car - Craig Halford
-Car was filthy when given back to me -85+ miles was added to my mileage -fuel was not topped up having done so many miles -No one at BMW cared about the issues stated above
Was kept very well informed as the progress of work on my vehicle.
My problem was more complex than expected but it was handled with out any drama, finished as promised and VERY clean.
It's a shame that the complimentary wash and vacuum was omitted from my service but this was rectified at a later date - which meant that I had to come back to the centre a second time
I was told it would take 90 minutes to complete the service and a further 30 minutes to clean the car but It took over 3 hours to complete the work. Service rep forgot to print half of the paperwork and to top it off the coffee machine was broken.
Requested work wasn't completed Car wash & vac wasn't completed Contact wasn't available when picking car up, even though I'd spoke him to and agreed a time and location Car couldn't be found on collection. No contact since (even though promised)
The service I took the car in for was completed in good time and my car was available for collection before expected.
My car was handed back to me well within the time that I was told and it was clean and I was also explained about how to look out for my next due service
Excellent interaction with the Service lead for my car, good knowledge and kept me informed of progress.
did what I wanted, when i wanted
Jacob on service went the extra mile, nothing was too much trouble, would like to deal with him every time I come in for service department, he is a credit to Dick Lovett and the BMW brand !
Booking the service was ok. Had to wait 4 weeks to get a slot with a loan car.
The service advisor I dealt with at Dick Lovett Bristol was Alex Pearson. Who was extremely helpful, friendly and his product knowledge was excellent. He kept me informed with the progress of my car during the 2/3 days it was in the workshop.
Alex was efficient and friendly and very personable. Service was done within two hours of leaving the car with you and I was contacted straight away. Information provided was informative and I like the video method used for the car clinic. ??
Would have been good if you had set the service indicators at the last sevice, so a bit of a pain.
Took longer then expected but the winter tires were installed and the dashcam was eventually synced to my new phone.
Then when they remove the diff, they need to replace the gaskets and these had not been ordered, so was another delay, and then they didn't order all three gaskets required, so delayed again, eventually getting my car back on the Friday, a week later
Car was not cleaned as well as usually expected.
Two reasons - 1 I have to revisit within a couple of months for further work which could have been addressed this visit 2 Despite requesting and even putting a notice in the car the driver's seat was moved and I now have mild back pain as a result.
Easy service experience, kept informed with stated timescales met and useful lift to The Mall. Friendly staff
Jon done as arranged
There always seems to be a problem with any work carried out !! On the last visit whilst returning home I had a warning flash up to tell me that the bonnet had become insecure and to pull over immediately, a little bit unnerving whilst on motorway!!
Everything was done promptly. There was an issue with the e mail/SMS system but once spotted everything then ran smoothly.
charged a lot for a diagnosis which did not identify the fault for sure
I was assisted throughout my entire stay with kindness and empathy.
Love the video that shows exactly what you have checked
Great comms and service
Excellent service from everyone I spoke with. Professional
because repair work was not correctly carried out as Dick Lovett records will show my car had to be returned on three occasions for same brake issue.
Very attentive service staff and receptionists. Refreshment always available and I was very well looked after
The person I dealt with knew exactly what was needed to be done. had everything completed earlier than said was possible. Courtesy bus service to The Mall excellent. Cost was exactly as the quote.
My contact in the service department, Jacob Allen, is a delightful person to deal with, intelligent, thorough and highly effective, with an excellent sense of humour.
Overall good experience including the service from staff, centre hospitality and value for money.
A fair rating I feel
Very welcoming. Nice ambience with offer of coffee and biscuits whilst waiting. Also, a nice touch that my car was washed before being handed back to me. The replacement EGR component was installed satisfactorily and I appreciated the recall by BMW.
One word , Craig
I'd asked for two issues to be fixed, one major, one minor . The major one was done, at significant cost but the engine cover was left loose/rattling The minor was not, despite being told it was fixed. Vehicle key left with low battery warning
Very impressed with the communications and ability to adhere to commitments made around pick up, service and drop off.
Shuttle bus to the mall was a welcome bonus. It didn't have many seats so I had to leave the family at the mall on the return journey but it was much better than sitting in the waiting room.
Booking process hadn't indicated that i was expecting (and been given verbally when booked) a waiting appointment. Had to be very assertive to ensure that the service was completed in time for me to attend a business appointment
One of the faults wasn't fixed and I have to wait a month to book the car back in
Car handed back in an unsafe condition. Dealer not bothered, no interest in rectifying.
Have got to know many of the dealer staff. And look upon them for sound advice
I will need to return to resolve an anomaly which occurred during the service.
Can't do enough for me very helpful and fabulous coffee
Fully met my expectations
Welcoming, professional and extremely efficient service
You delivered what you promised with a smile.
From booking the appointment to collection and as I'm at work all day it all went smoothly taking away the stress and I also felt important which was nice
The staff should get 5/5 but when I required a service for a quick two hour 6000 mile service I was offered in two weeks time, which is the stupidest thing I have heard.
Received video of car and then notified that the car was ready for collection earlier than I expected.
I found it difficult to book a service appointment using the phone. Reception put me to the service extension, but often the line is busy and I get an ansaphone. Not what I expect when perfection is meant to be the norm !
Good service. Additional work suggested felt more like money making than a service to me.
Difficulty booking, car was not ready due to slow washing
Service advisor kept me informed of progress. Only gripe was an issue I wanted them to look at hasn't been resolved
As above, great customer service
Service was fine but response to corrosion on the brake callipers and disc was appalling. The car was 12 months old this level of corrosion was not on either of my previous 320d's. It was even said I was causing the problem by washing too often ??
Easy, trouble free & outstanding customer service
Appreciated video report. More than I expected. Part in stock and finished early - great.
I was informed of time scales that where achieved. Looked after whilst I waited.
The problem was fixed very quickly, with no fuss.
Often wording on service/inspection sheet have been vague when mention of health check is confusing
Good customer service
The team provided a great review of the work undertaken and safety review of my vehicle
Loan car provided
Very good service. Friendly, helpful and I always like the video sent that gives a run through of the car.
The car reported needing an emissions check when this was not necessary. The service department appeared to find this surprising despite my colleagues car having the same issue. They needed the car all day to investigate.
The service agent is really helpful.
With an £85000 car somewhat disappointed
My car just ran out of guaranteed, and dick Lovett managed to get bmw to pay for the part ,much appreciated
Problem sorted out at quoted cost, but was booked in for fast lane service (90 mins) and job took 280 mins
Steve had great customer service. Explaining things so I understood them and I didn't feel rushed.
I had some issues with the pick up on the second day - but they quickly resolved by booking a taxi and also compensated me for wasted time.
Never been to Bristol but staff were all very helpful and courteous
See above . In addition you should make available far more courtesy cars . I can not believe a business the size of Dick Lovett can not afford more cars , waiting for 4-5 weeks for one is very poor indeed .
Everything done on time and all work carried out explained fully.
Nice and polite personnel
This time we came in for cleaning products. The people in the Parts department were helpful and promised to let us know when the "out of stock" item was back in stock.
fantastic we were dropped at Cribbs and picked up again
What a service 100% professional very friendly Would recommend anyone to this garage
No complaints at all
Staff as usual very friendly, Nick, Emily and Fay are a great asset to you, unfortunately we had to wait in reception for well over an hour after the service was completed for the car to be washed
Was happy but have had a rattle/vibration since having service carried out. Popped back in last week and it's thought to be the foot plate. Booked in for beginning of December
1st service on car, all fine
There are never any problems.
As mentioned, customer service is great - competent and polite.
Didn't have to wait too long and car valet excellent
When I handed over the car for service, I reported that the drive chain failure caption had appeared and then cleared itself later. This was clearly not properly investigated, if at all, as less than 4 weeks later the problem is still apparent.
Very good information and knowledge of the vehicle and the very good reveal of the car
The delivery of the first car was a failure due to the damage to the paint, the second was a BMW notification to the dealer not to effect the handover. Andrew was brilliant as was Nick but the experience not what any of us planned hence the feedback
The overall experience was excellent!
Treatment by your staff
Excellent service and support from the team at Dick Lovett Bristol
I purchased a car from Dick Lovett Porsche and the service was abysmal & so got a refund, this has been the complete opposite, Ash kept me informed every step of the way and service has been excellent - faith in Dick Lovett restored!!! BMW atleast
Not sure if I can think of any improvements to make!
Simply because of the vehicle we bought at the right deal and with outstanding service from Ashley Morris, Dick Lovett Bristol
Was a quick and easy process
Great service from Andrew Davison
The whole process from start to finish was excellent. I can't fault the service from Steve. He made it scarily easy to spend a lot of money ??
I wanted to take out a service agreement but no one has got back to me ! I am still waiting for a telephone call
Absolutely excellent, Lizzie is a fantastic Sales person, worked with me and took time to understand my needs and how to ensure I got the most out of my car choice