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.

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.

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

You delivered on what you promised.

happy with the work done during this visit.

car ready on time, invoice precise and all work carried out explained clearly

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.

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.

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!

Outstanding issues

All exceptional

Always a good service at Dick Lovett Bristol.

Attentive, polite, helpful

Everything was explained and kept within the time scale which was estimated.

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 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.

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

The delay and no response to new car purchase enquires and service warranty communications

Following the MOT I had to ask them to reset the service indicator as this had not been done

Very well informed and updated each day.

No one explained what the reason was for my car to be recalled or that the reprogramming that was necessary would reset some of my settings eg CarPlay connection.

Happy customer

My only reservation is that was surprised that I had to obtain suitable tyres myself.

Always polite. Frustrating that lift service will only take you away from the dealership and not collect to return you at the completion of work.

Took over a month to book in for a service. Squeaky boot and faulty passenger seat were not looked at even though it was requested.

They were extremely helpful and accommodating with when I wanted to hand in the car the evening before and kept me informed of progress during the day of service

See above feedback

No problems at this visit; all ok.

You should already know. The fact you've even sent me an email asking me to complete a survey says it all.

All very smooth and courtesy car was ready.

Polite and courteous staff.

The only problem is BMW 5 year service plan which only includes the 3rd year service if you thrash the car. If you're gentle with the throttle and brakes the service is beyond the 49000 mile limit

Not sure what I can add, my car was serviced.

On collecting my car from an AC regas I found damage and two weeks on I have not received a response to the issue and it's still open. I physically have to go in to talk to the service manager.

The service provided by the mechanics was faultless, However the service provided by a service individual was less than satisfactory! Taking payment on waiting sofas, late, lost key, un-helpful, forgot new wipers, false information told and more!

My car was in for a service recently and I had to chase 3 times to find out when my car would be ready and after paying £600 the car wasn't even cleaned after a week with you Promised a full valet and the advisor has not returned my calls or emails

My assigned client relations person, Scott, took the trouble to ensure the car could be serviced whilst I waited.

no problems at all

see additional comments. Made my opinion clear got a call back after leaving negative feedback. Asked them to call next day as I was unable to discuss. Guess what? No call back. No service report, no condition report,no video, no real handover

All done to timetable and superbly clean on return

Normally give 10/10, but this time when I got home my car is telling me a service is needed in July this year, just a few weeks after this major service. It transpires that it was missed that the brake fluid needs changing imminently, annoying.

Great service and friendly helpful staff

Was advised on booking there would be a £70 charge, on arrival the customer service person advised no cost as I had a service pack so signed the form. On collection I was advised there would be a charge even though I has signed a no charge agreement.

Everything was completed as expected

Very efficieny

everything carried out in the time frame given , all went well.

Wasn't able to repair brake disc shield and didn't follow up to book appointment as promised

Had to have service at Mini Bristol this time. Gemma was fantastic. Excellent service.

As per my last answer. The young guy sorry I don't know hos name but this survey will be linked to him really was great and nothing was too much trouble. For him, the work and reception 10 but the first ladies who took our keys was very rude.

Efficient but pricey. The problem I needed fixing was not done first time so I had to have two goes and two costs from this. No offer to fix properly for free or discounted on second visit (folding rear seat sticking)

When I called to make the appointment, I was told work will take 1.5 hours. It took 30mins for my the keys to be collected from me and that was after I complained, then took another 3hours before I got my car back. I wouldn't have waited if I'd known

Everything went well, kept up to date and clear information from the service team

Damage to the vehicle

4 times i called and 4 times was told id get a call back didnt get 1 call back

See above re lack of response to specific request

Great service

Helpful and timely

As above

Satisfied with whole process

Alex was extremely friendly and helpful. Kept me updated on progress of the service throughout the morning, he discussed the work completed in depth and did everything to ensure I was happy.

As above plus no personal touch that I have been used to from Dick Lovett BMW

Had to take the car in twice, and there was no urgency to get the vehicle booked.

See my first answer, no contingency for problems being diagnosed late in the day, no slots available to sort this out quickly. No support or real understanding of me having to drive a 100 mile round trip twice.

Everything was done, including interior valet, but car wasn't washed as promised.

Vastly experienced at what you do

No Progress update, just happy to let me sit there for 4 hours. I wonder how much longer it would have been if I hadn't made the first contact.

A bit disappointed that the car needs a second visit to complete the job. The dealership knew that and could've advised ahead of time rather than informing late on the day that the job wouldn't be completed.

Impressed with the attitude of very helpful and communicative staff. Very pleased with the fact that vibration problem was solved .

Excellent service from Craig - really went the extra mile to make things happen easy. Acknowledgement by BMW that their was a warranty issue and rapid resolution.

As per my previous note and survey response

I requested a hire car and this wasn't available though I was dropped at work by the driver

Great service and friendly people which delivered as promised

at the very high price I paid for the car had to be repaired one day but it took seven days to change the alternator and a pulley

Everything done, easy to deal with and car come back like new. I was very well looked after and kept informed of what was going to happen to my car and then what actually happened when I picked up the car.

Car bumper scuffed, and communication disappointing.

Very very long waiting time to get car fixed due to wait for loan car. Also after the diagnostic all my car sweets wrappers were empty-either eaten or dropped but no one acknowledged this.

I was unable to establish if there would be a cost for my oil change. Dick Lovett when quizzed ahead of my appointment told me they would let me know on the day!!! With the subsequent cost I could have had the oil changed at a BMW specialist garage

MoT took usual hour while I waited but took almost another hour after MoT before I could pay and collect keys despite them being on desk. Abandoned by 'Craig' who went AWOL. Complained to reception 4 times who couldn't locate him. No apology given

It took fours days to even look at the vehicle, the only beneficiary was the insurance company for the allegedly "free" hire car that isn't.

Everything was completed ahead of schedule.

I found the video of what they were doing to my car very difficult to understand, the mechanic talked far too quickly and the whole thing I felt was unnecessary. When I collected my car and tried to make a phone call and all my numbers had been lost,

Well organised, efficient and effective

No paperwork provided detailing work undertaken, observations etc. when vehicle delivered following oil change/vehicle check (09/04).Followed this up with dealership who advised they would put in the post but as of today (19/04) no docs arrived.

My car was picked up on time from my house, service carried out, useful video presentation and car brought back to my home address - such a useful and convenient service meant my day was not interrupted at all.

It could have been far better my overall experience of buying my first BMW and the aftersales with this car have been appalling

Everything comprehensively explained, accompanied by a video presentation of all works done on my vehicle

Car serviced to expected standard

Collected car end of July 18, check up 3 weeks later, heath check revealed screw in each rear tyre. Unlikely to have occurred during those 3 weeks. No loss of pressure. No action. BMW 1.4. 19 Rear tyres ok. Quality Tyre Service 3.4. revealed screws!

I dropped the car in at 8am and returned at 5pm. I was told all work was complete but paperwork outstanding. 45mins later the car was ready. Health check was not initially provided, car was not valeted and service advisor then claimed -cont below

Good communication

Service manager very pleasant but they miss the vital end part of the service - ie if something goes wrong it is not followed up

Very good, but no follow up to tell me what had been done. I had to just take the word of the driver who delivered my car back to me that the oil had been changed and to "look at the computer".

I felt People were genuinely trying to assist and were honest about the problem. In particular, I think the principal engineer who looked at the car and the customer executive who arranged for the break pads to be sorted out.

On time and kept thoroughly informed throughout the service

All fine except there was considerable uncertainty about the price of the service

I was completely satisfied with the service provided on the day.

There was a delay in completing the work, the fitting of a new tyre, but I was kept informed of progress, before leaving the house to collect the car and further on arrival at the dealership

Service on this occasion was excellent and on time

The service was excellent from start to finish.

Too expensive - went somewhere else for the work

easy to arrange convenient and questions answered

Fast lane service took 2 hours and 45 minutes. For basically an oil change an vehicle check. Your clearly don't have the capacity for the appointments scheduled.

Everything done in a timely and professional way.

The lead time for booking servicing is very long

No one can tell me what was wrong with my car despite numinous attempts of asking

The MOT and Break Fluid Service were carried out as requested and it is always helpful to be taken to The Mall

As above. Everyone try's to put you at ease.

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.

Service desk were very helpful, and tried to sort out issues with car

I had conflicting reports about the car causing confusion . Reports from 2018 were sent to me in error giving me false and misleading information

The service I received was very good . . . quick and efficient.

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.

I had had an issue the previous year with my service / repair which was unsatisfactory. By comparison this was completely satisfactory.

wanted the set belt warning light sorted out but you could not do it

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

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.

My car was well looked after , was made aware of every thing before hand.

My car passed its MOT but conflicting advice was given.

Always a first class service

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

Excellent service

Was looked after well and satisfied with the service of my car and the hire car was appreciated.

Too much to explain .Thier response was very poor

No problems

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.

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.

£322 for an oil change? Absurd Then Jasmine argued that she contacted me repeatedly re: payment & redelivery Zero calls to my iPhone

As above, i was on a tight schedule.

I have nothing to complain about.

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.

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.

Dealy with efficiently and courteously.

All work done on time within the quoted price

the fault we have experienced could not be identified,despite all attempts.

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.

All the service jobs were completed and in addition some questions I had were answered in a professional manor.

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!

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 .

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.

Tracey (Stephens) had complete awareness of our requirements which were exceeded within our budget. Excellent job, thank you Tracey.

Again the salesman was extremely helpful and nothing was to much trouble

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

As above friendly, helpful service

Wonderful experience.

Wanted my bank account detail initially discussed was not able to be delivered ,it was good personal attention and service .

It was a quick easy process. Emily really took into account what I wanted and my budget. She didn't immediately start trying to persuade me to go higher or show me things out of my range.

Very satisfied

I am satisfied.

made vary welcome all the time

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

Really good experience - Sam was very helpful and responsive and great to deal with

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.

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