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.

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

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

Was really helpful

I was in a hurry and they pulled out the stops to get me back on the road

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

After my key was handed over, to be told "lets see what else we can find" did not fill me with any confidence. It seemed that you were looking for extra things. Next, no one even spoke to me to say "nothing was found". I just sat there, waiting.

Welcome was excellent by reception staff. Bodywork shop were Interested, Professional and Polite. Got the job done and kept me informed.

My oil change took over 3 hours. This seems excessive

Great service from start to finish.

I was late due to traffic but that was no problem to the Team. Given 5 but the service Level was a surprise when I arrived. May be more questions when booking can be asked?

Sort from reasons in question one I found the staff friendly and helpful. The service information was clearly explained to me.

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

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

A wish to fix my car.

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

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.

Very efficient. Like the video

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

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

The personal service given by the service representative. Extra work fitted in to avoid the need for an additional service visit. Perfect

Recent service was excellent

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

Well looked after and enjoyed the video sent midway through the service.

Jacob was very helpful and attentive as always!

I was kept informed and they did my service /recall very quickly as I had a very long drive to do

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

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!

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

great customer service,booking in quick and professional.

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.

see above and also liked the video of the health ckeck

generally good service.I have not had the MOT paperwork yet.

All work carried out in timely manner

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

Very friendly

Friendly informative staff

confident that DL employ knowledgeable staff

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

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

Car was returned faulty after service was completed

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.

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

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

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

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.

..... promises always delivered.

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

Scott Adams was very attentive , fantastic service provided

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.

same as above comment

It was efficient and trouble free. Like how I can get my car serviced with minimal disruption to my woeking day.

The service is now overly automated making it impersonal and this leads to poor communication with me the customer and gives misleading contradicting information. This was my last experience!

Service person very helpful and friendly

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

Great service. Very helpful and understanding

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.

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

Still not received health check video file

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 as expected and car back in good time

See response to question 1

Only marked down due to 2 week wait for part.

Fantastic

Largely because the car isn't fixed and it is now filthy. I've gone backwards and spent £120 in the process.

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.

Jacob was very good and so was the engineer.

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.

OK

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

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....

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

Car with you for 3 days (scheduled for 1 possibly running into 2 days). During this time I had to ring twice to find out what was happening and indeed when I could pick up the vehicle.

Everything went smoothly and on time

Courteously dealt with.

Have done all they should

Professionalism

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.

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

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.

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

The car was repaired in a timely manner. Jordan was most helpful and courteous.I was surprised to find the cash (£10-15) missing from the well near the gear-shiftAn access fob was also taken.

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

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

No complaints at all.

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

Took longer than estimated.

As above, nothing to fault

Excellent after-sales and appreciated the flexibility provided on the extension of the loan car which certainly was greatly appreciated. Very good service

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

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

Service Advisor Cameron Ramsay was excellent.

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.

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

As above, very professional as always

Great facilities available whist you wait

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

Service representative was knowledgeable, polite and efficient.

Good service from friendly staff

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

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 ...

I waited a month for my car to be booked in because we wanted a service with a valet but when I picked my vehicle up it hadn’t had a valet and when I mentioned it they said it wasn’t on the job sheet although I saw it when I signed the service form

Having failed to arrive on time for the planned MOT it was rearranged without any difficulties. Good service.

The entire process from booking in, to confirming what will be done, through to the video inspection and health check and onto completion were seamless

BMW Bristol managed to fit in our wheel change into their busy schedule.Job completed on time and car cleaned well. (a bonus).

Fast lane service was great, facilities such as refreshments and WiFi in the showroom allowed me to work whilst I waited, service advisor was friendly and professional throughout.

Nice welcome, good facilities while waiting and good service

Very knowledgeable staff

I did have to wait for about 15 mins after getting there to pick up car, even though I had left it an hour before going after I called to check if ready.

Everything was very good. The only slight negative were the smear marks on my windows after the car was washed.

Yes it was a very expensive exercise but I was well informed throughout.

Good experience

Service was excellent

I was able to wait in comfortable surrounding and continue working online while my car service was carried out.

Cant understand why the part was not available at a premier BMW agency.

Same reasons as above. Ability to drop off and pick up out of hours was helpful

I was told that the Aircon needed servicing soon - this was just done in January. I was told the rear tyres needed replacing, these had just been done. I was told to not bring the hire car back empty - it was empty/on red! Just poor.

The people I dealt with were friendly, knowledgeable and professional.

All as promised

Had to use bmw assist to get early repair slot.

Professional service

Great service. Felt looked after.

Service carried out was done quickly and priced well

I asked if I could sit at one of the sales desk and was told that was fine. A different member of staff came over and made a point that I would be required to give up the desk and that I shouldn't have been there. Not great customer relations.

Terrible service. Said the car would be ready on stated time . It wasn’t it ready didn’t get cleaned and I didn’t receive the paper work.

Dick Lovett Service (Cribbs Causeway) play a key factor in us buying BMWs especially as a local garage. However, recent experiences have not been up to standard. Damage to cars, work not being done as promised, long waiting and us having to chase.

The service front brake service started in the afternoon but because of a wrong brake diagnosis the job seemed rushed to complete the work at the end of the day. i've since had an intermittent fault with the ABS sensor which i need to report.

Very satisfied with service but was a bit grumpy when it broke down to be told that I could not have a car which I really needed that one time.

Previous good experiences.

Car was ready on time and the service from your reps was 1st class.

Disappointed that they did an air con service and charged me 80 pounds without asking. The service contract I took out apparently doesnt cover this but I was told when taking it out that it covered all servicing costs.

It was a very long day, had day off work,garage is 25 miles from my home. left home at 8am, didn't leave your garage until 5.45pm. Was happy that they provided me with a courtesy car, was told the car should be ready for 4pm. Got home 7.10pm

They took the car back after 3 months of ownership and fixed something free of charge that wasn’t on the warranty. You could argue this was to be expected but they made no issue of it not being covered by warranty. Great experience.

Although very expensive I know the service has been properly carried out

Great service and problem dealt with but car was held longer than anticipated

The problem was quickly identified and remedied during the same visit. This was very much appreciated.

Staff are always helpful, polite and fair.

Home car pick up and drop off service.Easy to understand report.

Every box ticked.

From the very beginning of our request for your service we have complete trust in your staff to efficiently and promptly carry out the work to our satisfaction.

all of the work was completed ok. I would've given a completely satisfied if the engineer had re-set the service computer correctly; they didn't so I had to go back.

no complaints

There was an issue with my roof not retracting correctly. I was due to pick the car up at 5 but it wasn’t finished. Fortunately I had a customer service car so no issue, but it would have been if I was working away next day as they kept it overnight

Total efficiency

Three attempts to resolve faulty idrive screen and still not fixed. Accept the fault is intermittent but video of fault provided.

Everything was ok, professional staff.

Satisfied other than needed to telephone to chase if car was ready and ended up leaving it there for a second day. Wasn't a problem but would have been a 5 if I'd had a call from the garage

Pleased with quality of service but disappointed in lack communication

easy to arrangecourteous and informative staffhigh quality technical workvideo supplied talking through the car's condition

£580 to service a 1.5 3 cylinder engine in the 218GT is a bit of a joke. Nothing wrong with the service they provide but the price just doesn't reflect the nature of the car. I'll probably go elsewhere when out of warranty if we still have it.

I remain loyal, but I have had problems with the booking in procedure on two recent occasions.

My vehicle was pick up within an hour of my call and everything was dealt with so smoothly. I received updates all along from recovery through to car collection. A faultless service.

I particularly liked the video with the engineer.

Alex was very helpful and explained the service in good detail. However I was told my vehicle was ready to be collected and when I turned up I still had to wait almost an hour.

I had to phone up my self to see if my car was ready ‘ and it was ,over a hour or more just waiting there , then it was not cleaned and there was oil marks on the bodywork ‘ this is not what I expect from Bmw

Time was taken to ensure every question was answered.

Good value for money. Thorough.

Great service, quick well informed and reassuringly reliable

I don't think you could better it.

I was pleased with the quality of service but the labour charges are now so high that I may have to search elsewhere for future servicing needs.For the first time on a service and MOT I did not receive any info on the state of the car(tyres etc)

Only issue is they did not reset my service light. Other than that really easy and professional.

I have had trouble getting good communications with the service staff regarding the service package I had and I feel I have been badly advised or supported.

I wasn't happy with a couple of things.- we asked where our free vehicle check was and the assistant said it would be mailed to us and it never was. And, we didn't get the usual video check. Not sure if this has been discontinued?

Always professional and excellent customer service.

I was very impressed with my service experience and again nothing was to much trouble. Jacob looked after me and talked me through the process whilst my car was promptly ready at the time I had been told and had been washed which was a nice touch.

A slight problem this visit. When I booked the MOT and warranty check. I was but through to the Mini side, this meant the BMW team could not find my booking. They still obliged and got the car in and dealt with it.

had to leave it overnight

I liked receiving the video to say what had been done, I liked the ease of picking the car up quickly.

As above

Car serviced on time. Courtesy car provided. Advisory issues emailed with estimate for cost. Car returned in pristine condition.

great service, efficient drop off, great hire car service, good quality video of service

car had to go in twice and second time had to sit and wait as no car available to borrow.

Very good service with helpful staff

On time servicing place to work whilst waiting good staff and refreshments

Comfortable waiting area. Quick service

Easy explanations of all work carried out, lovely clean car on completion, very good staff

In the end the job was done well. It just seemed hard to get it all started. I’ve given a low score because of the hassle and because I felt messed around. And the inconvenience.

A little slow when I returned

Very pleased with all aspects of my recent service. The video is a good idea. Everything was clearly explained. The service was completed well within the timescale given to me. Excellent interior and exterior valet. Thank you Alex and David!

Totally good experience from the time the car was picked up till it was returned to my front drive

Service done upgrade done But before they looked at my car they seam to be aware of drive train fault and that faulty valve was the problem ( was this the reason for the upgrade / recall ? )Told new valve fitted and that was 100 % fix the problem.

They were helpful, understanding and thorough

Very fast, efficient and friendly.

Great Service

Over £300 for effectively an oil service is too expensive in my view

Efficient and knowledgeable

Very satisfied, and the car was sparkling afterwards.

The basic work was done, the follow-up element hasn't been acted upon, the experience lacked professionalism

Poor. No transportation offered, no updates, made to wait at beginning and end. Explanation of service outcome had to be pushed.

Dick Lovett always gives me the level of service that I require. All the staff are helpful and polite, and nothing is too much trouble. The salesman (Chris) always acknowledges me and has a chat, and offers any help that he can give me.

Value for money very low, takes a long time

The garage is a pleasant place to be and run very well The staff are very attentive

Work completed in a timely manner with no nasty surprises. always willing to talk to you concerning any issues you may have.

Apart from doing a great job on restoring the interior of my car, I was also grateful that the guys noticed a problem with the bolt holding on the door. They took photos so that I could show the accident repair company who had fixed my car a year ago

The service has been fantastic

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

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.

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

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

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.

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

Always helpful and kept me well informed

Really helpful

We can’t fault the service

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

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

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

The service was brilliant.

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

Free refreshments, modern showroom and I was seen on time

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

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.

As above and the coffee and biscuits are so much better than Fords locally.(had Fords for over 30 years)

Treated very well throughout by Kevin Lee and Iain, nothing was too much to ask after we kept changing our minds on what we wanted, also Kevin took it upon himself to make our son feel very welcome and special. Have recommended Kevin to Friends.

she kept us informed from start to finish

The staff at the garage went above and beyond to make my purchase and delivery of my vehicle easy and the vehicle condition was excellent

The salesman Mike Gill provided exceptional service. He kept me fully informed at all times and was professional and a pleasure to deal with throughout.

In the creation of our car, Sam was very helpful - he kept us up to date all the time. He was great when we picked up our car too, and really helped to ensure we knew everything we needed to when we left.

Excellent sales attention and the car was well presented.

My son and I actually purchased a BMW on the same day, the help given, the time taken and the utter professionalism where nothing was too much trouble was quite superb and made the whole experience very enjoyable.

As stated the team at Dick Lovett Bristol were exceptional especially Steve Bound

The purchase and delivery of my new BMW was seamless. Car was delivered on time and it was prepared ready for collection as agreed.

The salesman, Chris Harriot, at Dick Lovetts was excellent throughout.If he said he was to do something - he did. Even though I hadn’t met him before, I trusted him.

Everything went smoothly, great service, friendly, polite, professional, felt valued.

No issues

Steve was brilliant from the moment I walked into the dealership, I switched from Audi not only just based on the car but because of the service I received. Steve took the time to understand my needs and recommended accordingly. He didn’t hard sell.

Dick Lovett is a fantastic dealership from Dealer Principal right down to telephone Receptionists. There is a consistency of service at the very highest level imaginable. I have had unequalled, and probably unequalled, personal, tailored service!

Service on the day of picking up the car was fantastic. A really personal service and the flowers were a lovely touch. Emily took the time to show us around the new car and how all the different functions worked.

All the staff at Dick Lovett Bristol are very helpful and welcoming.

Another excellent experience. Steve Found makes the buying experience and process very easy and is always happy to help.

The salesperson (Sam) even drove me to the local Lloyds branch when I had an ID problem with my Debit card on the day of purchase.

Alex organised the purchase of exactly the car we wanted for a very reasonable price

Straight forward. Salesperson didn't mess me around and spend hours trying to make me spend more than I wanted. Managed expectations that were met from the outset.

Great site, great staff. Easy pleasant transaction

Just a really good experience from time I visited showroom, chose vehicle and options and took delivery.

This is based purely on the experience of dealing with Sales Executive Chris Sparrow- Chris was fantastic throughout the purchase of the car with his level of knowledge and ensuring we were always kept up to date- A top guy and salesman!

Dick Lovetts Sam kept me informed and was easy to contact even when bad news arrived?The bad news was the fact the car was delayed for 6 months? No fault from Sam or Dick Lovett.