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The service assistant was really good (and quite new to the job). Iain Stephens also went out of his way to supply a courtesy car.
The MOT and Break Fluid Service were carried out as requested and it is always helpful to be taken to The Mall
Service desk were very helpful, and tried to sort out issues with car
The service I received was very good . . . quick and efficient.
I had conflicting reports about the car causing confusion . Reports from 2018 were sent to me in error giving me false and misleading information
Good staff and facilities, didn't feel that I was a nuisance.
I feel that they could have proactively called and asked if I wanted the ad blue topped up without me asking. I emailed for quote on getting alloys repaired and have had no reply
The MOT and service carried out on my car was absolutely fine, however not receiving the information I asked for is what has disappointed me.
wanted the set belt warning light sorted out but you could not do it
I had had an issue the previous year with my service / repair which was unsatisfactory. By comparison this was completely satisfactory.
We always find the staff a pleasure to deal with , helpful and attentive. And if there is a problem, try their best to resolve it
My car passed its MOT but conflicting advice was given.
My car was well looked after , was made aware of every thing before hand.
Dick Lovett responded very quickly to my urgent need for an MOT, and the staff were very helpful.
Little disappointed there was a 3-4 week wait for a brake service, especially as no loan car was requested or offered.
Too much to explain .Thier response was very poor
Always a first class service
Was looked after well and satisfied with the service of my car and the hire car was appreciated.
As per answer to question 1, combined with the fact a 'waiting' appointment for a service took 4.5 hours.
I live in York and got a Nail in my tyre, they had a new tyre in stock and I was back on the road within an hour
As above.A pleasant place to wait, with tea and coffee and biscuits available.I thought my car had a very thorough check over. Professional level of service throughout my visit.
£322 for an oil change? Absurd Then Jasmine argued that she contacted me repeatedly re: payment & redelivery Zero calls to my iPhone
All done to schedule - excellent liaison including doing everything in one day rather than have a second booking simply to examine why washers weren't working.
I have nothing to complain about.
As above, i was on a tight schedule.
It was very quick and I was looked after very well, being able to use the office suite while I waited.
The Technician was very professional but the service centre staff were far too busy and didn't provide the level of service I would expect from a main dealer.
Dealy with efficiently and courteously.
All work done on time within the quoted price
The service scheduling of of the car seems to dictate that I will have to take my car in to you more than once a year (as my break pads will need replacing in 3000 miles, but you would not replace them when my car was with you the other week).
30 years of dealing with Dick Lovett through Porsche and BMW should say it all
Completely satisfied with Dick Lovett (Bristol) and their attention to detail.
All the service jobs were completed and in addition some questions I had were answered in a professional manor.
the fault we have experienced could not be identified,despite all attempts.
The car was booked for brake fluid service which was included in the service package that I had bought with the car. I agreed to an air con service which was recommended to me. They picked up and dropped the car for me but forgot to do the service!!
Thanks to Scott!
The service adviser's knowledge was poor and defended the indefensible. When he was challenged his manor had undertones of hostility. The senior technician clearly did not understand how to test the battery SOC. Releasing a car with a 12.17V charge.
Stuart Cattanach and Simon the technician not sure of his surname. Two good guy's, sorted out all of my recalls.
Poor customer service, and still the car is telling me it needs a service. The free Vacuum of the car was terrible looked worse then when it went in.
Job took far longer than advertised spent a whole Saturday morning waiting for service when arrival time was 9am
I reported the fault and was told I would not break down. I am disabled so this was very important to me, the car went into limp mode on the m5, luckily my husband was driving.
I always receive excellent service from Dick Lovett Bristol. The people I speak to are knowledgeable and any minor issues are sorted out quickly and without complaint.
I am having to travel back to Bristol today for someone to interrogate the key fob as the service light still appears on the dashboard on switch on!
Car cleaning was not to my high standard
See above. Bristol are outstanding.
Really good service, only dropped a little bit because the courtesy car was covered in bird pop and was completely empty. But they are minor things and the rest was brilliant.
Issue not resolved despite 2 visits.
Jasmine Fletcher was assigned to oversee my servicing request. She did a great a job of getting in touch prior to coming in and kept me updated throughout the day.
No fault to find.
Everything done quickly and efficiently under service inclusive, but I still haven't received the vehicle health check video which I normally expect fairly early on during the day of the service.
2 sensor failures in 2 years Being told you lucky some customers in every 2 months
I purchased my vehicle as a mobility customer. the customer service was exceptional. Emily Reed dealt with the arraignment of my vehicle and was constantly attentive, helpful and will to go the extra mile.
The servicing and repai of my vehicle was dealt with very well. However, when I got my car back it was below the standard I have come to expect in terms of providing a clean vehicle, the neccessay documentation and changes to driver set-up were poor.
Everyone was extremely helpful and welcoming.
Initially the service was completed OK, but then the next day I noticed the engine tray hadn't been clipped back correctly & was hanging down. Plus, the new recommendation of a new tire, the pricing was out by £80 - you said £147, but was £230.......
just a polite experience all together
superb service as always
Car given back without fault codes having been cleared. Didn't receive any of the quotes I requested from the body repair shop to repair wheel damage and scratch on bumper
Apart from the two minor issues, very satisfied.
All good no issues
Everything was fine until staff could not locate car had to wait twenty minutes but they did keep me informed. ??
Reasonable price, efficient service and friendly staff
Car services, loan car organised, all jobs done.
Service followed up with a video explaining the condition of everything. Great stuff.
This rating would have been ZERO if my case had not been taken over by Scott Adam's who fully took into account the issues that had occurred and took ownership of the problem and came jp with an acceptable fix.... cant thank him enough ***
Stuart Cattanach continually updated me throughout the procedure and I found the video both interesting and informative.
I was kept waiting for nearly 1 hour when I collected the car
Regarding the warranty remediation work, of the faults declared for triage\repair one of the items was removed from the job ticket and had to be subsequently rebooked, extending the repair period by 2 days, communication around this issue was poor.
The car service on 22/02 was carried out as expected and the car returned washed and vacuumed. However, I did have to wait over a month for a waiting service appointment - or 2 months if I wanted a courtesy car which was a bit disappointing.
Comments noted above apply. I cannot fault the team in the show room, but I am shocked at the state the vehicle was returned to me in,
All very good except they didn't reset the service warning message
V. poor customer service from Service Rep. Poor management of process adding delay plus Car was released to me when it clearly was not fixed. Technician & QA should have detected. Incurred additional cost & time with with delay.
I have a noise coming from the window motor still however this has been re booked back in. All other work was competed and the service advisor Alex was very professional. He went through the work which had been carried out.
Work carried out as arranged. Rather pointless video from workshop inaudible commentary but plenty of background noise and shouting.
Nothing to add
Car was on time. Plenty communication. Happy customer.
Lack of understanding oat time of booking and call centre to sort service pack before car came in
Value for money and great service
The lady was very pleasant
I arranged in Jan for my car to be collected from my home on the Monday that I was on holiday in Feb half term. I delivered my key on the Friday before I went away and asked reception to ask the service dept to confirm all was ok. Need more space!!
Done in a very professional manner
Stuart Cattanach, does his best to see all goes well. We have had a problem in the past but he did his utmost to sort it out satisfactory.
Easy and kept informed as the day went on. Video walk around was a nice touch
It is horrid having to drive up the motorway when it is busy but once there it's great. Seems lots of layers of staff which is a little old fashionexmd
My only comment is that that car was in for a brake fluid change but I was also charged for a service & visual check.As the car had a service in September only 2000 miles ago this seems unnecessary.
Again I was not as satisfied this time as in the past I was told that my car had gone over for a wash 45 minutes later when I asked if my car was ready it hadn't left the service bay A sheer waste of my time
The service and mot performed as promised. Jacob and the service manager very kind and attentive.
Good reception, personal service and loved the video.
I got 2 new front tyres and wanted to have the same type as the rear so all 4 same. I asked for Continental but was given Bridgestones. As I was in a hurry as took 3 hours to bee completed I didn't mention it at the time.
The réponse of the team to the issues that arose.
It may be a Lease vehicle but I would like to know what you've done toot - I do drive it - all I got told was the tread depth
service completed on time and questions answered
I called into the dealer without an appointment and they were able to fit me me in at short notice. .
See above. I feel that there is a lot of smiling and do sit downing but the basics - fixing the car - almost takes second place to showroom glitz.
I was informed immediately of what was required to be replaced on the car!
Jacob worked really hard to accommodate my requirements and gave great customer service through, face to face and calls as promised when the car was ready.
Informative speedy service
Dick Lovett make the whole process of a service or an MOT a painless, indeed, an enjoyable experience.
pleasant, informed, on time
When dealing with staff, you have continuity in dealing with staff who are aware of the customer experience from start to finish
Clear communication on where we were, and what had still to be resolved
As stated above I find tne personnel very helpful
The job was done regardless of the poor customer service.
When I booked my BMW in for a FULL service & MOT I confirmed with the booking adviser that the oil, oil filter, spark plugs, air filter and micro filter would all be replaced as per the Service Pack. However, they only replaced the brake fluid!
They were understanding and appeared to be trying everything they could to help.
Inatention to request and poor excuse given for vehicle non clean. It had snowed - so no wash, which made sense as hoses frozen. But no inside hoover or valet. Nothing stopping this.
Impressive outfit - very professional
I go to Dick Lovett for my car and bikes and I am always impressed with their professionalism and the standard they maintain.
used Bristol dick Lovett for servicing, parts & work in the body shop for many years. always received a superb level of service and the technicians are meticulous in their work. recent service was flawless, Jordan was particularly professional.
Too long wait between contacting dealers to arrange work and available date with collection/courtesy car - nearly 4 weeks. Car was late being collected and not all the work was done meaning it has needed to be re-booked for this to be looked at.
We were very satisfied with everything
Nothing to complain about really. Love the service video you send afterwards.
Craig sorted everything out as agreed.
Friendly staff, good service.
I lthinjk BMW as a very good car but very disappointed with Dick lovet service both when buying and very poor after care
The worked carried out to good standard
Attention to detail
Having owned various BMWs over the last 14 years have had a few cars pass through your workshop and have always received excellent service
Next day after having service carried out ,add blue warning light came on. Had to top up myself!!
Would have liked to be talked through anything highlighted on the service summary.
Professional friendly service
As above didn't feel happy as had to get car to another garage the next day to get power steering levels topped up
Not 5 star as still awaiting paperwork.
Great service as usual
The service team failed to update my cars service history on the idrive. I never received an apology even when I brought my car back to get this fixed. I don't live local and was not offered an apology or a gesture of goodwill due to this happening.
Collected and returned car when they said they would, and called to keep me informed.
I started typing my answer and then noticed a character limit so i am unable to give you my answer!
Everything was handled in a very professional way
Once again cost
Great experience good communication and did what they said they would.
I was not updated on when my car would be ready, and I had to make a phone call to find out. The car went in on a Friday and I had to phone on the Tuesday.
The service experience was good although I was expecting to receive my car back at the end of the day and didn't find out until after 2pm that it would need to stay for most of the second day which caused a degree of inconvenience.
A step change from other experiences with the car department - still lags behind the motorcycle team.
Totally impressed about the online based health check video they sent me after the service.
Service was good, but it was very expensive just to replace a parking light.
Courtesy transport is somewhat lacking, there is no car pick up service or personal drop off. Courtesy cars are always 4 weeks or so in advance to book and the excess you stipulate on borrowing a car is excessive. Audi do both pick up and drop off.
Fairly satisfied with job done but not with customer relationship
I cannot fault the service that I receive, extremely satisfied.
The staff were great and nothing was to much trouble
Had four new tyres fitted while I waited complemented tea and biscuits on hand
BMW resolved the problem by changing rear brake callipers. Unfortunately the problem re-occurred and the vehicle has been returned to the garage.
All issues were resolved promptly
There is always room for improvement. Kept waiting for shuttle service for 25mins with no explanation
Had to return twice before fault diagnosed and rectified. Resulted in BMW dash-cam being replaced. New model not fitted straight and too low on windscreen (in my opinion). Seems to be for technician's convenience and not the driver or passenger.
NOTHING APPEARS TO BE TOO MUCH TROUBLE IN THE SERVICE DEPTS AS WELL AS THE RECEPTION AREA.
On this , and the previous occasion that I have used Dick Lovett, they have not done what they said they would do , nor when they said they would do it.
On time, good quality and within expected costs. Customer video and valet nice touch.
Didn't finish on time Didn't reset the cars computer so I am going to have to waste a two hour return trip to have it done
The service I received at Dick Lovett was great - really friendly staff and they told me how long they thought my service was going to take and actually didn't go a minute over. Really pleased.
I was kept well informed i was assured that problem identified was under warranty,
Over the years I have been a BMW customer not only for myself but for my son as well. following my latest experience it is obvious that your standards have dropped or you are following a different agenda.
Very efficient, lovely staff, great service
All was good except booking it in. Felt like I was talking to a disinterested call centre not Dick Lovett at Bristol.
NOTHING TO COMPLAIN ABOUT
Smooth transition, no faffing
Very pleased, first class communication through manufacture to collection of the vehicle. Email updates of progress and regular contact with our BMW sales executive at Dick Lovetts, Bristol
Chris Harriott made the whole experience painless. He never pressured you and makes sure you are happy and can afford your purchase. Delivery and handover was smooth and effortless.
Really good experience - Sam was very helpful and responsive and great to deal with
SatNav wasn't activated, getting it activated later wasted most of a morning. Also activation reset menu items, for example steering fight on lane change turned on
I couldn't fault any of the process.
Good sales man. Very friendly and not pushy.
Chris Harriott made the whole experience very easy and answered any questions I had and sorted out a previous finance agreement. Tom Mason had expert knowledge and talked us through all the workings of the vehicle making it easy to sync our phones et
Would be a 5 star response however despite being a new car it was delivered to me with a technical problem (faulty adaptive suspension control unit) and a door dent (rectified although still visible). Both issues dealt with very well by Scott Adams
Stavros and the BMW team at Dick Lovett Cribbs Causeway had a difficult sales problem that they had to deal with and dealt with it in a totally professional and customer focused manner.
Great experience, felt well looked after, excellent communication throughout the process, was like Christmas picking up my new car!
I think I have answered this question with the above answers
We dealt with the Josh throughout the process, and were given regular updates on progress towards delivery.Any amendments to specification and queries were dealt with efficiently. Above all Josh came back to us when he said he would.
Chris made the collection the best it possibly could be. Car was bought into the showroom and made the whole day that little bit extra special.
No complaints , Ben Sperring was very efficient
We're always treated very well when we go to the dealership even if we're not interested in a particular car
From the moment we walked in we were made welcome and they listened to what you wanted. No pushy sales people trying to miss sell a product.
The sales process and handover was efficient all the options were clearly explained
This was my first brand new car and although they sell a lot of cars they made the experience of picking up my new car very special in having it all polished and sat in the show room. I was then given an overview of all the features before leaving.
Excellent service and I was kept informed at every stage.
The dealership was very welcoming, extremely helpful and well presented. My sales executive Alexandra Collings was by far the best I have ever dealt with, and I have bought a lot of cars over the years, she put the fun back into car buying! :)
Great dealership to work with. Lovely facilities and they a quick to realise what you want and get it sorted.
Finance process makes you feel awkward
I was very impressed with the service I received at Dick Lovett BMW. The sales person has knowledgeable and very helpful
You are made to feel valued and special on the day of collection
I was really felt special by Nick Cooper and especially the sales person Stavos.