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Daniel Hicks

Head of Business

Iain Stephens

Retail Manager

Keith East

General Sales Manager

Joshua Day

Sales Manager

Phil Rossiter

Used Car Sales Manager

Nik Cooper

Retail Manager

Philip Dalton

Retail Manager

Scott Martin

BMWi Brand Manager

Mathew Hutchinson

Service Manager

Martin Lewis

Parts Manager

Marianne Lawson

Reception Manager

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

The service was thorough and efficient although I have not received the bodywork repair quotation I asked for?

Service

Very.

Service

Service booked Dec 2018. We looked at the electronic record & agreed that I pay for service due & also the service due in April 2019. On checking, no entry made in book & car is still showing service due April..

Service

My car was booked in for an MOT....Scot Adams was my service adviser. He could not have been more helpful and accommodating. His professional and polite manner was endearing. He kept me informed and did all he could efficiently and effectively.

Service

Problem with original booking but quickly resolved.

Service

Well informed and friendly service

Service

Price too high

Service

Because no stars is not available. Trust had been severely affected because of the open lies I was told. Completely unnecessarily. The boot has still not been fixed. I was told that the service advisor had fixed it himself.

Service

I think the service department assumed that the digits in my registration number indicate the year of manufacture and supplied me with incorrect headlamp bulbs.

Service

The service team were really helpful, the families at the dealership were really good. The only downside was that the service record didn't show a clear tyre defect until later. Just caused me an issue to get it fixed the following day

Service

Service was completed, including the additional task, and the car ready on time.

Service

Excellent service, no issues.

Service

Always great service

Service

Time price efficiency

Service

No issues sorted straight away

Service

We were informed at all stages of the work done and collection details your service advisor Scott Adams

Service

all work carried out as explained. Car returned in timely manner and well valetted

Service

Did not solve my issue

Service

As above

Service

Repair under warranty completed quickly. Only shortcoming was that they promised to deal with returning the hire car provided under emergency service (or contact them to tell them to collect) but I found 2 days later hire co had not been informed

Service

Efficient service, work completed in time.

Service

Aa above service brilliant

Service

Done in good time and accommodating to my needs as daughter having op in hospital and I needed to get back to her.

Service

a courtesy car was supplied which meant my working day wasn't disturbed

Service

See above

Service

I would have been completely satisfied however silly mistakes were made. The service cost was agreed at £295 but I was charged £312.47. The mileage on the receipt was wrong (12345 instead of 13090). Both mistakes were corrected after I made a call.

Service

You are made to feel valued as an individual

Service

No reason to be unhappy

Service

I have a service package and don’t pay for my services. Still get a great service every time.

Service

Failed to inspect all parts of car

Service

Prompt and complete service

Service

Every aspect of the service requirements was approached and dealt with in a very coordinated and professional way.

Service

One of the best dealership I have ever dealt with.

Service

Quick service. Did what said would do and managed expectations

Service

the car has never really lived up to the promise when purchased

Service

good communication,good service,helpful staff

Service

Time needed to book car in and although it was express service did take longer than 2 hours car not cleaned as well as expected

Service

I have always been satisfied with the service from Dick Lovett.

Service

you did what you said you would do and did it faster than you said. I initially expected you to have to keep the car for 2 days and it was done in one.

Service

On time and as advised

Service

I am a regular visitor to the showroom and get treated.Great coffee by the way

Service

Ultimately I was very satisfied, but the servicing took a bit longer as I expected. It was longer than 2 hours.The service itself (how it was done) and catering was really good. No complain about that.

Service

booking the appointment was easy, I was expected and my car was ready on time

Service

I haven't given it the top rating because the person I was dealing with forgot to add my name to the list for the minibus up to Cribbs Causeway so I wasn't called and had to wait over half an hour longer - and I wasn't the only one forgotten.

Service

The service was completed on schedule and I was kept advised of progress

Service

Excellent service desk.

Service

Service assistant felt rushed with little time to explain. Car was not cleaned or vacuumed. Still waiting for results of health check and a follow up call regarding new tyres

Service

The service was fine but the annual checking of a repair wasn't carried out. I had asked for it to be done.

Service

Felt looked after, kept aware of what was happening, nice surroundings to wait in, very courteous staff

Service

Same reason as previous question no follow up. No follow up and excuse why wear indicators showed totally different to reality was not correct

Service

Scott dealt with my booking very efficiently and I was pleased to be sold to get the tyres changed at the same time as the service.

Service

Was really helpful

Service

Great service from start to finish.

Service

Regrettably, I would have given higher if a niggling problem with the vehicle had been resolved. It remains an issue which is ongoing st the time of completing this survey

Service

My oil change took over 3 hours. This seems excessive

Service

Politely and effienctly received at reception professionally looked after by showroom rep and good work done to my car plus health check

Service

Professional service but took too long. MOT, brake fluid and wash took 3hrs 15mins.

Service

A wish to fix my car.

Service

My service advisor, Scott Adams, was courteous and helpful with my technical questions. The work on my car was carried out as expected and on time.

Service

Very efficient. Like the video

Service

Very welcoming and efficient staff. car serviced at time stated for the duration stated. Paid the bill and drove off in a clean valeted car. No fuss incredibly easy process

Service

quick polite, car cleaned, tyre tech labelled the wheels for me and reset the the computer. And a better price than my local garage

Service

Happy but had to wait a long time for the car on collection.

Service

As above, communication was terrible with me having to ring and request updates.

Service

Recent service was excellent

Service

Jacob was very helpful and attentive as always!

Service

Car was returned after service without computer being reset so it is still telling me it needs to be serviced.

Service

I am unable to describe in 250 characters how delighted I was with the service received by Jordan Crowden. I would appreciate a call from the service manager as I feel the story needs a better explanation. This was BMWs last chance and he saved it!

Service

The problem with my vehicle was dealt with quickly and the part replaced quicker than I expected.

Service

As above. It was also not clear that the price was not inclusive of VAT. I am not a commercial customer and cannot claim VAT back so you should quote the true price I will be paying. There were additional charges that were not quoted

Service

We had a challenging couple of days but it was dealt with respect for myself and my vehicle. I was kept informed at all times and included in reaching solutions that suited myself and the dealership.

Service

All work carried out in timely manner

Service

Every item I took to the service department was thoroughly and effectively dealt with.

Service

Friendly informative staff

Service

Very friendly

Service

Booking my car in was easy, but several of my questions surrounding upgrades to the iDrive and minor bodywork repairs weren’t answered by the woman that booked me in. I also requested a call before the car was collected that didn’t happen

Service

Car was returned faulty after service was completed

Service

As always a good service, with the car returned cleaned as well.

Service

The customer service I have received has beeen faultless. Your employees have gone far beyond the call of duty in ensuring my (high) expectations are met in every respect.

Service

No problems with the service, although did take all day, as predicted.

Service

Very happy with the technical aspects. Car valet was very questionable and half hearted. Large patches of the car weren’t even touched and there was a large mark which was obviously left from valet.

Service

Can not fault the service at all. Nothing could have gone better

Service

..... promises always delivered.

Service

Coin taken from container of parking money spoilt experience. Incident reported to service rep.

Service

same as above comment

Service

Great service compared to Warwick (who were really bad).Car was hand washed (at my request) and delivered back to me on time and clean. Great.Service.

Service

One minor niggle. Arrived to collect at agreed time but told I'd have to wait if I wanted the car washed.

Service

Service person very helpful and friendly

Service

Cant remember the contacts name of who i dealt with for fixing the undertray on my car, but he was very helpful, and probably bumped me up the queue for getting my issue fixed as I was staying on site whilst the work was completed. Very good service.

Service

I didn’t have to do anything, everything was organised for me.

Service

Still not received health check video file

Service

The process was generally smooth, though expensive. One thing that annoyed me was that some very small things were not just sorted given that it is meant to be a premium product.

Service

See response to question 1

Service

Only marked down due to 2 week wait for part.

Service

Jacob was very good and so was the engineer.

Service

On arrival I was booked in quickly. Car was serviced and Cleaned as expected and was ready for collection at the agreed time. Good communications from Dick Lovett staff.

Service

Fantastic

Service

This service was a routine wheel change onto winter wheels and tyres stored by BMW. All done in a morning.At previous when changes I was offered a vehicle condition video report. I would have liked a report this time.

Service

OK

Service

Please see above answer which reflects more on the Valet Dept than the service team, 6 weeks is too long to wait for a loan car

Service

I booked my vehicle in well in advance and dropped it off at 7.30 am. called at 3.00pm to check on its progress, had not been started. resulted in me having to collect the following day, far from ideal....

Service

Professionalism

Service

Have done all they should

Service

Courteously dealt with.

Service

I asked for my tyres pressures to be inflated whilst performing the service but this was not done. Otherwise everything else went smoothly

Service

What is done on the service is not over clear.Unexpected service/payment required for air-conditioning.Your agent Cameron Ramsey handled a difficult and rude customer (me!) with great aplomb and tact and was unfailingly polite.

Service

I found my contact ( Stuart Cattanach) very helpful . He answered any questions and didn’t make you feel awkward or intimidated asking.

Service

Everyone is very helpful and I can't actually fault the customer service provided, always very courteous and professional.

Service

Having visited Dick Lovett once before, the service has improved and I was impressed second time round.

Service

I had issue urgent with steering was advised by Bristol that there was a 2 week wait unless I got it recovered by RAC and recovered to them . It would be seen the same day. The car Went in i rang left 3 messages .over 2 days . 3rd finally got sorted

Service

The tyre pressure monitoring system failed. Dick Lovett collected the car from home and resolved the problem that day, then delivered the car to our home: no drama and the problem was solved.

Service

No complaints at all.

Service

Staff very professional and smooth service from booking car for MOT to receiving car back valeted.

Service

Took longer than estimated.

Service

As above, nothing to fault

Service

Dick Lovett Service Manager took ownership of problem after 5 emissions incidents and has maybe solved problem after 6 incidents. Fingers crossed!

Service

Cameron (Service Department) response & support was excellent, especially as I arrived at 5.15 pm!!

Service

I am massively busy and have a totally u predictable diary so it was wonderful to have the cat picked up and brought back within a day. Kirsty (?) was brilliant.

Service

Service Advisor Cameron Ramsay was excellent.

Service

again, good service, good timing, nice environment to wait

Service

Great facilities available whist you wait

Service

Queries and worries well explainedKept informed about the progress of the services.

Service

Service representative was knowledgeable, polite and efficient.

Service

Good service from friendly staff

Service

There is not relationship building effort... the employees are nice and friendly, but more like .... ROBOTS... AIs ... they do not sound really interested in knowing you and some people I met previously are just not even saying "hello" to you ...

Service

Service was good with transportation to and from retail centre whilst waiting for car to be serviced.

Service

Kevin Li the salesman was excellent from start to finish. He was easy to deal with and quickly found me what i needed .

Sales

Chris is amazing, he is so professional always goes that extra mile.

Sales

Kevin was again excellent

Sales

an overall very pleasant experince,Tracey Stephens is a very good salesexecutive and credit to BMW.

Sales

Excellent service

Sales

Josh is a great Sales person! Funny but professional. All the staff helpful and friendly.

Sales

Explanation summarised in previous answer

Sales

It has been very straightforward, Kevin is an excellent sales man!

Sales

Friendly sails staff who look after you thought the process without any pressure

Sales

Salesmen and other staff who assisted in the purchase were very knowledgeable and helpful

Sales

An absolute pleasure to be helped by Lyndsey, Phil and Nik

Sales

The service has been fantastic

Sales

Completely satisfied. Advisor is fantastic and I have total trust and faith in dealing with her.

Sales

I was made to feel like a valued customer. The sales process seemed to be relaxed. The sales and finance team that I worked with carefully explained my options and helped me select the right car for my needs.

Sales

The people we met during the decision making and buying process were all very professional with that all important touch of humour and friendliness.

Sales

All staff at the centre were extremely helpful particularly Chris’s Harriott and Nick Cooper of Dick Lovett

Sales

My only comment was I had to push up the chain to understand what had happened to my new car. But once I did they were brilliant and sorted it all out. Having been a customer for 18 yrs and this being my personal first new car.

Sales

The way Emily look after me out of this world best lady I every met very kind help me all the way x

Sales

Always helpful and kept me well informed

Sales

Very satisfied !Emily our Sales Manager was amazing from start too finish

Sales

From purchase to ultimate delivery I was kept up-to-date at all times

Sales

We can’t fault the service

Sales

Really helpful

Sales

Sam Lenthall at Dick Lovett, Bristol was very helpful, and kept me informed of progress.

Sales

The service was brilliant.

Sales

Finance, costumer service was marvellous. The wife even got flowers!!!!

Sales

Free refreshments, modern showroom and I was seen on time

Sales

Tracey Stephens was a pleasure from start to finish and really made it feel like a premier experience. Every single detail was perfect, i could not fault her in any way

Sales

Previous experience of coming into the showroom a few years back and we were completely ignored so we took our business elsewhere. Kevin and the reception team this time were so helpful and made us feel very welcome and at ease.