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!

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.

They were understanding and appeared to be trying everything they could to help.

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.

I go to Dick Lovett for my car and bikes and I am always impressed with their professionalism and the standard they maintain.

Impressive outfit - very 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

As above didn't feel happy as had to get car to another garage the next day to get power steering levels topped up

Professional friendly service

Next day after having service carried out ,add blue warning light came on. Had to top up myself!!

Not 5 star as still awaiting paperwork.

Fantastic service

Would have liked to be talked through anything highlighted on the service summary.

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.

Great service as usual

Great experience good communication and did what they said they would.

Collected and returned car when they said they would, and called to keep me informed.

I cannot fault the service that I receive, extremely satisfied.

Totally impressed about the online based health check video they sent me after the service.

A step change from other experiences with the car department - still lags behind the motorcycle team.

Service was good, but it was very expensive just to replace a parking light.

Everything was handled in a very professional way

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.

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.

As above

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.

Fairly satisfied with job done but not with customer relationship

Once again cost

I started typing my answer and then noticed a character limit so i am unable to give you my answer!

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.

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.

All issues were resolved promptly

There is always room for improvement. Kept waiting for shuttle service for 25mins with no explanation

On time, good quality and within expected costs. Customer video and valet nice touch.

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.

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

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.

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,

Great service

NOTHING TO COMPLAIN ABOUT

All was good except booking it in. Felt like I was talking to a disinterested call centre not Dick Lovett at Bristol.

Very efficient, lovely staff, great service

Poor communication. Also took a very long time to diagnose problem,with me having to wait for battery to die again and call out BMW assist,which I did 3times. Was a huge inconvenience, not helped by customer service at DL Bristol. BMWassist were good

Rep was more keen selling A/C refresh/recharge services rather than address my faulty issues in the car. I will like to say thank you to Jason who looked into the car after it was recovered by BMW emergency service.

At times you need to chase them and push. I think this is due to them being too busy at times.

Very.

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

Jason was extremely helpful and negotiated my car being taken in early for MOT as my business plans had changed. There was no fuss and no problems in managing my last minute request rather than leave the car with you all day.

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..

Well informed and friendly 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.

Problem with original booking but quickly resolved.

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.

Price too high

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.

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

Always great service

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

Excellent service, no issues.

Time price efficiency

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

No issues sorted straight away

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

Did not solve my issue

As above

Efficient service, work completed in time.

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

Aa above service brilliant

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

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

See above

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.

You are made to feel valued as an individual

No reason to be unhappy

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

Prompt and complete service

Failed to inspect all parts of car

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

One of the best dealership I have ever dealt with.

Quick service. Did what said would do and managed expectations

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

good communication,good service,helpful staff

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

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.

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

On time and as advised

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

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.

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

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 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

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

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

Excellent service desk.

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

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.

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

Was really helpful

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

Great service from start to finish.

My oil change took over 3 hours. This seems excessive

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

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

A wish to fix my car.

Very efficient. Like the video

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.

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.

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

Recent service was excellent

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

Jacob was very helpful and attentive as always!

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.

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.

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

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

Kevin was again excellent

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

Excellent service

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

Explanation summarised in previous answer

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

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

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

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

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