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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 ?!
My most recent experience with Dick Lovett service staff was very satisfactory.
It was completed within the agreed timeframe
Good service overall but a couple of things that could be improved. Please see answer 3.
Everything required was done in a timely fashion and the car was returned clean inside and out.
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!!!
I can't fault the service
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.
Carried out in efficient friendly manner.Knowing my car was taken proper care of to exacting standards
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 :(
did what it said on the tin. very well
As above . Tracey and Iain were exceptional
Very pleased all round. All as expected.
Great video and report
The £150 for everything approach put me off
Speed it up for us when we needed them to do so
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.
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.
Very good service from Craig Halford.
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
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.
Work completed as indicated and car looked immaculate on pick up
Never had a problem
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.
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.
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.
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.
This experience wasn't perfect, as it usually is.
Poor Service Poor Communication between staff Lack of notes on system
Poor customer service Dirty cars given for curtesy car
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
Always looked after and treated well
Excellent service completed in the time stated. My only complaint is that I had to wait 3 weeks for an appointment.
The service was good however after an email at 10am ish I was not Informed that my vehicle was ready at all. Until I made contact and was told at 5.15pm that I could come and collect it.
I phoned to book in for a service and they managed to fit me in the following day due to a cancellation. The car was ready at the time quoted by the service adviser and I was able to work while I waited for the service to be completed.
They did what I needed when they said they would
All good but for delay
Very satisfied and helpful
Kept informed of progress. Wait was a bit longer than I expected but overall very satisfied.
I am happy with the service in general, my car is a lease car so I am not exposed to costs directly as they are both part of the contract. Steve the assistant was helpful.
Still awaiting call back regarding warrant queries raised
I had asked that the clutch pedal needs looking at but nothing was reported back to me that this had been done
Despite a busy service schedule, my service was carried out faultlessly.
I booked a puncture repair whilst you wait. It was over an hour before I was told the tyre could not be repaire and that it would require 2 new tyres to balance the x drive. Cost £550! I waited over another hour for the work to be completed,
As above, service agent didn't correctly distribute charges to warranty claim.
Good service with helpful and knowledgeable staff.
I had advised LED high beam failure at time of booking 1 month before. parts were not available and car had to be kept for additional day
We were told when booking that it would take two hours. When dropping off the car we agreed three hours and it took five hours ... and I was waiting!
Not given completely satisfied as my car is saying 3,100 to next service since the current service. I phoned Dick Lovett and they just said it probably hasn't been reset properly and to call back in. 80 mile round trip !!
always excellent - despite my messing up the time
Customer service person, helpful and no issues. Good facility to carry on working and excellent service provided by person providing tea (decaffeinated) made personally. See responses in Q1, Also 90 minutes service took over 3 hours.
The Service Adviser was just 1st class.
Very happy with the service I received. Very helpful staff, very friendly and I was kept informed throughout the process
Very professional, customer care is excellent.
Good staff and facilities
Stuart took the time to understand the issues with my vehicle & ensured everything was resolved in timely and satisfactory manner.
I wasn't aware of everything that my car was booked in for or that some aspects were not covered by my service package. The lady who served me thoroughly investigated to make sure it wasn't a BMW error and I was then given a full refund!
They are very good, feel very looked after
All went to plan. Great communication throughout
Very professional service.
I was well informed regarding my car and its needs
The team bent over backward to book my car in at short notice organising the mini team to complete it, I had the usual excellent service
Service appointment booked fairly easily, service reception and service staff courteous. Premises and facilities very pleasant. Service work completed in a reasonable time frame.
Always a pleasure dealing with Scott, another great experience!
Quick response and time taken to explain issue and action taken to resolve
Complementary car clean wasn't very good. Car could have been a lot cleaner.
The service provided by Alex on the service desk was good, however BMW customer loyalty is questionable as detailed above. All I want is my alloys replaced.
After initial booking issue everyone went out of there way to accommodate and provide a solution
Good service and even when something went wrong the service manager was very efficient putting it right...
I wasa ery satisfied. The reason I did not give completely satisfied was because they were very busy thst day and I had to wait longer than usual.
professional and no hassle Steven Adolpho was very helpful and polite.
Excellent service, listened to what we wanted or needed to add to the car, the chance to drive a bigger car but decided against it as was happy with the size of a smaller version, time taken for every aspect of the car.
While you wait appointment over ran an hour.
The service was good except for one outstanding problem with the key fob,which is still a problem in that the car system will not always recognise that the key fob is in the car cab and will ask for it to be presented.
Lead time too long when I booked service on line. Then had a call couple of weeks before to say service cancelled as my mileage not high enough. This was not correct so had to make more calls to confirm
Car booked to get the aircon fixed, arranging a half day for this work. I was called to pick the car up as it was ready. it wasn't fixed and I returned to the garage. it was partially fixed at the end of the day but had to be rebooked to completed.
courteous people on the phone to book. No problem adding more work to my booking later. Mini centre assistant seemed very professional. I was dealt with very well and Gemma went above the call of duty to go and find my car, which had been misparked
Always good service Courtesy car provided
I orgianlly booked by car in for a service in May, and was assured that I could get a lift to work only 10 mins away, checked a week if this was OK then informed at would have to find by own way back.So servcie was delayed, so not very clear.
drivers side carpet was dirtier than i left it, also a used water bottle was found in front passenger footwell.
The Service Agent that looked after me was great, he couldn't do enough for me. Couldn't fault it.
Craig - Service - excellent
On time and kept informed
All went fine
Everything was explained well.
No problems all ways friendly
The vehicle is still under a service pack, when I collected the vehicle, the service advisor informed me that the air conditioning still needed servicing and would need to be booked it. This could have been done at the time. You had the car all day!
Even though my car has a service plan I did not receive any paperwork once my car was finished. No evhc by email and no printed copy of health check.
Everyone very helpful
After finally getting into service, while the defective sensor was mended at my expense for a vehicle still under warranty. Also the other fault reported, the top rear defroster strips, wasn't addressed at all.
Given false information resulting in missing warranty deadline, therefore fault with key not fixed. Told service would be completed by 11:30, in fact didn't complete until 2:30. Quoted wrong amount over phone.
see above. All problems that the car went in with, were sorted.
Am ok with the service although it took quite a long time to get the car delivered.
Service CRM staff don't make it easy
Always looked after by Steve the Sales Advisor. Brilliant!
Waiting time is too long. Your employees are wandering around while their clients are waiting. When I received the notification that my car was ready, I had to go to the reception and request someone to get my payment and give my car keys.
I have not received any paperwork on what has been done to my car. The visual inspection video was never received and a paper health check report was apparently posted over two weeks ago. Chased but no reply to email.
BIG thank you to Craig Halford, for all his help! Had a software problem, was sorted out eventually. He kept me up to date with emails and mobile texts, as to what was happening with my car.
Local staff were very helpful.
As a car enthusiast, this is the first time I've had a sales executive who knows more about what I'm buying and is equally passionate about cars, which is a welcome experience.
You delivered on what you promised.
Stuart cattanach went over and above to sort the issue that I had,he is a true credit to dick Lovett bristol and has made me have trust back in Bmw and I will be back in the future for services and repairs
car ready on time, invoice precise and all work carried out explained clearly
happy with the work done during this visit.
Late MOT, excuses for why the car wouldn't be having the complimentary wash (it was in the end, but poorly completed). The initial car check and video was undertaken before 9am and was fine and informative, but things went downhill from then.
Some communications issues previously but happy with Jason this time.
Service was completed on time, and car was returned to me following a superb wash and vacuum.
It didn't take as long as expected, the facilities were good, staff friendly, although it helped that I knew a salesman!
The service was thorough and comprehensive.
Great personal assistance from service staff. No pressure at all Even took me out to my car when finished instead of just throwing me the keys.
I thought the seat casing had been knocked out of line, so pushed it back in . When I mentioned to my husband he said it was broken. As It took me 5 days to report Alex said it was my word vs BMW. He said he would refer to his manager. Still waiting!
Everything went as expected
My Service Engineer, Craig, was good. Carried out the work efficiently and explained clearly what was done. I was totally satisfied with his work . . . BUT see answer to Ques 3 re the whole experience of how Dick Lovett handled the whole situation.
Attentive, polite, helpful
Always a good service at Dick Lovett Bristol.
Everything was explained and kept within the time scale which was estimated.
Everything went spot on and according to plan with the MINI centre. A much more professional and friendly experience than the usual BMW department. No hanging around waiting, staff knew exactly what was going on and who they were dealing with.
My recent service experience was excellent, so much better than the sales side. The service team were very helpful and punctual, with collecting the car for its service as due to a recent operation I was unable to drive
Everything needed doing was done to my total satisfaction....
I have to leave the car again on wednesday through no fault of my own and rely on friends drop and collect me. I understand that you won't know the full problem until its looked but its a coincidence that this happened on the very same day of service
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
Sales staff not too busy.
It all went very well. BUT finding the car only having less than 60 miles of fuel as I drove off was a bit disappointing especially as I had just put fuel into our trade-in to ensure it was well over 1/4 full. Come on, guys, how much does that cost?!
Overall service was excellent as was the Sales Executive Ashley Morris. Delayed delivery of the car was not his fault.
Tracey who I dealt with was really helpful. I was made aware I might not have a chance to buy an M140i if I didn't at the time (Due to end of manufacturing). She helped me get the car I wanted and kept me up to date with manufacturing and delivery.
Everything handled very well
Nick and Stavros could not have done more for us. They liaised with 'Autochair' who installed the hoist so that we can manage my wheelchair. Mike, the BMW Genius, helped us to familiarise ourselves with vehicle and also to how to use the hoist.
From the moment you walk into the showroom and leave, you are treated like a valued customer 5* plus
Again the customer service I received.
I had a number of initial issues which were resolved swiftly and professionally . Both sales and financial manager were involved both were excellent. As a customer I felt listened to and supported in my decision making
Again the salesman was extremely helpful and nothing was to much trouble
In less than a week I had a brand new car that I paid a low deposit with only a small increase in my monthly payments and it was high spec model that I was after.
Overall experience was excellent I would like to give a special mention to Emily Reed. We found Emily to be very professional and a true asset to Dick Lovett Bristol .
Tracey (Stephens) had complete awareness of our requirements which were exceeded within our budget. Excellent job, thank you Tracey.
Sam was very good to deal with
smooth transfer exchanging old car for new
I received a very high standard of service from Nick at the Bristol dealership
Mismatched roof rails