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Two negatives, was kept waiting at check in due to confusion with booking, and service status wasnt updated on car. Both easy to fix...
The loan car was not supplied full of fuel and with incorrect mileage. I returned it fullhaving only done 20 miles and put in 4.5 litres. No offer made to reimburse for the fact it wasnt full when given to me
Usually good sometimes can take longer
It would be nice to be offered a drop off and pick up service. I had to arrange for a colleague to to do this
First class service
Always cheerful and pleasant
Work completed on time and to budget. Vehicle returned looking like new
Boot still rattling, car wash far worse than my local
looked after very well and kept informed as work progressed on my car. Staff were attentive, courteous and professional.
The service was fine but when I started the car up again, it notified me that I had 3000 miles left before the next service or next month. Therefore, no one reset the service application on idrive.
Great communication, personal service
They did the work that was required. Would have been better if they could have done it sooner, got the invoice right first time and dispensed with the need to sit around while awaiting a service adviser even though there appeared to be a number free.
Work carried out to satisfaction.
Quick and easy to arrange
Loan car provided. Service completed on time. Issues resolved.
Dealt with the issues efficiently
Very friendly staff.Could not do enough for you.
Took a little longer than anticipated. Not time for the valet.
Very good service
front desk didn't offer to pass details on to service area and when did (following day) didn't get an email. I then emailed in twice, as was on holiday and still nothing. Chewing gum on desk also very unprofessional
Very professional and helpful service reception staff
Third time in for the same problem, been chasing for months, still not fixed. Going in again this week!!
At all times and at every step of process felt assured job was being done to high standard
did what it said on the tin
You lost marks as on the first of two recent service visits you reset my personal sound settings (again!!)
The service given by Mark was second to none. Extremely professional, friendly and helpful.
Best bmw dealership I have visited so far. Looks great and the car came back spotless, I felt very informed about what was done and when more work might be due, I.e a service
Change in my personal circumstances re timing and the service team bent over backwards to help me
I was kept up to date with what was happening and timescales.
I dropped off my car on the weekend for a service and warranty check as I was away. The agent could not find my car on the system and therefore did not check it in but put my keys in an envelope, he seemed flustered and didn't fill me with confidence
Very efficient service thank you
Dis what I wanted
They kept me informed throughout the process and ensured I received the best service
The service level was very good however I wasn't impressed by the valet. Also the Adblue wasn't topped up.
The quality of work and information from service department was good, the long waiting to drop car off and collection wasn't as expected. I had to wait 15 - 20 minutes for both dropoff and collection.
Service carried out quickly. Friendly staff as usual.
ADBLUE, I WASN'T TOLD IT WAS RUNNING OUT, SO 2 WEEKS AFTER A SERVICE I WAS ON HOLIDAY AND HAD TO WORK OUT HOW TO ADD THIS MYSELF AT A HIGH COST, THIS SHOULD BE DONE ON SERVICE
Fit me in at relatively short notice and completed all service requirements to a great standard. Nicely cleaned too, like picking up a new car.
I would be more satisfied if BMW had also taken care of the next scheduled service, within the service pack window. I have another service within 2 months of the expiration and I would have bought another BMW if you had showed me more loyalty.
Good area to work while I waited
Score would have been higher but all my personal settings had been cleared when the car was returned to me.
Looked after well
Neil was really helpful and friendly. I was booking in my new M2 for its run in service and he explained the reasons why this needs to happen etc., great knowledge.
They offered me an appointment at short notice, kept me informed and finished my service when they said they would
I felt like a valued customer.
The service was excellent. Although probably more expensive than a non-BMW garage you do know they are reliable!
There was a short delay in completing my while-you-wait service due to an equipment malfunction (oil dispenser) but I was kept informed and not inconvenienced.
The experience has always been amazing and they always treat you with respect and like they really care.
There was no pick up service and had to walk 2 miles
Customer friendly and very good service from start to end
Excellent customer service
Didn't get a call back about a item I wanted to add to the vehicle
car had fault which Lancaster sorted out V efficiently. Instructed brake fluid to be changed, service indicator kept showing, so it went back. No antifreeze screen wash at last service. In Germany on motorway, used snow to clear, windscreen scratched
picked up the car on time and returned it on time
Excellent customer service by the customer service operator - very attentive; paid attention to detail; was knowledgeable; kept the customer informed throughout; overcame problems. Car valeting was also to very good standard.
Serviced efficiently no hassle.
Quick to deal with my walk-in problem. The retail price of the tyres very high compared to other locations which is a shame. Top Tip: Valet welcome, but please give your valet staff clean clothes for wiping inside of windscreen; left it very streaky
As above - great customer service.
The cost of replacement tyres was ridiculous. Needing a tyre for my MoT meant I had to take away and come back. Whilst I do not consider you should price match, you really need to be in the same country, let alone ball park.
Car serviced and fuel problem resolved. Took car home to find no internal lights working at night Had to rebook car in and return it to be corrected
They are very informative
Slick process for booking in. Pleasant and efficient staff. Ready for collection at the time indicated at book in.
Greeted by name on arrival, kept informed of progress and final bill less than quote
I had an issue with the windscreen washer system on what was one of the worst winter days so far. The service department fitted me in a short notice and resolved the problem quickly and efficiently
The guy at the service desk was very good, he also discounted the costs a little
had expected to have wait "all day" for fault finding but was served in less than 3 hours
Staff were helpful and curtious.
Dear Mr Baker, I apologise you feel your experience with us was not what you expected, we will contact you to try to understand the reason why. Kind Regards Mike Toombs.
Very well informed on all the work undertaken
did what it needed and quickly
Kept up to speed by Iain
Bought the Vehicle just a couple of weeks before and within a few days had a brake fluid warning light on the dashboard. contacted BMW and booked it in and the whole process was a genuinely pleasant experience
Safe are friendly, waiting area is nice and car comes back clean.
I didn't give full marks because I wasn't offered a drink and the staff seemed too busy to really notice me
Given wrong pricing when booking service so not satisfied with that but service received once on site by Neil was very good.
I had to amend the date of my original booking which was done online. Never received a confirmation so phoned to find that my booking had been completely erased.
Did what was expected
I know the team at BMW from previous experience at Mercedes Benz and was one of the big reasons I went BMW this time, they are excellent and look after me very well - no complaints
As point 1 above
Not happy with requests to carry out further work
Fault analysis and fault repair were spot-on, even gave me a like for like courtesy car when the car had to be retained overnight.
Very expensive for a service
I was completely satisfied
Friendly and attentive staff at every stage of the process from reception to booking to arrival to service and finally valet.I waited in the dealership while the whole process was completed on time.
Came in for an MOT, this was completed. Small item which I did not notice until later was that even the windscreen wash jets had been adjusted! Attention to detail, full marks, excellent. Car also washed and vacuumed, this was pre-arranged.
it did what it said on the tin
Amongst other problems kept waiting for an hour to collect car after work had been completed. Unhappy with number of repeat visits to finish work and lack of staff to deal with collection plus charges that should be covered under mainatined contract
Fantastic service , I was kept well informed of all things taking place and didnt have to worry about a thing.
Efficient and car's issue was sorted under warranty.
We still have the same problem!
Again great service, great follow up. This was the best car buying experience I have ever had.
Emma Duthie is very professional and caring, we couldn't have asked for a better person to buy a car from. The whole process went totally smoothly from start to finish. Emma's BMW knowledge is second to none. Thanks so much Emma. 5 star experience.
The sales person I dealt with, James Alison was excellent (again as this is the second car I have had from the dealership within the last six months). He has ensured I have been kept up to date, explained everything and is a nice person to deal with
The purchasing process is very straightforward.
Nathaniel and Don made the purchase and handover so exciting! I love receiving the personal video message when my car arrived at BMW! The handover over was amazing, and I felt very special!
Was there to see us straight away and show us the new car . Another great rxperience
we were completely satisfied with our experience ...... Steve kept us up todate throughtout the whole process which went through very smoothly ... at all times great professionalism .... as was Dom ... Well Done
Happy with customer service
From start to finish the process was great - from test drive through to handover.
Absolutely fab! I had to wait a couple of weeks for my car to come into the garage, Claudia rang me regularly to update me about what was happening and where the car was in transit
Got Looked after in every
salesperson, David Snodgrass, is terrific
Completely satisfied. Excellent service from my salesperson Steven Hasler. He was knowledgeable and if he did not know always got advice. Extremely friendly but not over the top. He followed everything through from start to finish- fantastic service!
The showroom was clean and it felt well organised. All staff were very polite and helpful, making sure i was comfortable at all times.
Everything was great apart from one small error where the nav wasn't ready to use when I picked up the car. This was fixed as soon as possible but did mean that I was without this functionality over a whole weekend.
Very helpful people
They said a date and they made it happened. Also, Emma explained that if it didn't arrive in time, they would help by giving me another car as she knew I was giving in my car that day.
Very nice people to talk to. Very Welcoming. The sales guy Nathaniel helped me choose a car that meets all my needs. He arranged for an extended test drive car which I highly appreciate. Also, all the different features were explained in detail to me
Really happy with the service, specifically Anthony Elder who was the person that supported throughout. He was professional, honest and communicative from the beginning to delivery. He even called a few days ago to check everything was ok. Great guy.
No pressure Long test drive with no hassle salesman very polite
As stated above I keep returning to this dealer in England due to the first class service I receive, not only when purchasing the vehicle but during the years I own the vehicle.
James was a pleasure to deal with through out the whole process. No question or query was a problem.
Got the car I wanted, for the price I could afford...Emma Duthie, was brilliant in assisting in this process.
Sales Executive looked after me from first contact to handover, delivered on every promise, email and phonecall.The smoothest car purchase I have eve made.
considering I live in London it was the friendliness of your staff (Emma) which made me buy from you. Took ownership of ensuring I got the car I wanted
Completely satisfied. Every member is staff I dealt with went the extra mile. A very enjoyable experience.
David treated us with respect but also recognised that a new car is a big purchase, and wanted to make us feel special. He understood why we were buying this particular car (new baby), and made sure to highlight the benefits it would bring.
We had exemplary service at all times
Ive piuchased many cars but this was the best experience ever
As in question 1 could not do enough
Staff always friendly and helpful. No request was too unreasonable on handover.
Salesman James was honest and explained things well. He knew when to push for the sale and when to back off.
salesman-Paolo Marsala exceptionaly helpful and polite
Emma Duthie was a pleasure to deal with both prior to attending the BMW Centre and whilst we were collecting the new car. Very helpful and informative throughout and willing to go the extra mile to ensure we were well catered for.
James was quite attentive and patient.
Whilst there was a curve ball thrown into the mix the way in which the dealership dealt with it was superb. A true measure of a business/service is not what happens when things go right but how they react when things don't.
Customer Service. Great dealership. Impressive building
Antony has sold me my last two BMWs and on both occasions has been highly personable and knowledgable. He never comes across pushy but instead uses a consultative and personal approach. Totally stress and hassle free and I am very happy with my X4.
A very professional dealer, friendly, accommodating with excellent communication from purchase to delivery.
1-1 customer service
Everyone was very pleasant and courteous
From exchanging my car finding new car to delivery and collection day everything went smoothly
Everything met my expectations
We cant fault any part of this process! The car was due to be handed over on the day the beast from the east descended!! It was no trouble to postpone until we were able to get to the showroom and the communication and re-arrangements were seamless.
I told them what i would like and they found it.
Very smooth and well run operation
Nathaniel who I dealt with both online and in person was excellent in all respects.
Very good experience with Nathaniel, who made the purchase of the car very easy
James and his manager Don were extremely patient with me, very re-assuring and at no point tried to pressurise me into purchasing the car. I had 2 test drives and was allowed to take the demonstrator model home overnight to be 100% sure about the car
Contact with queries that developed after our sales day were promptly answered and we were made aware by our sales person, Claudia, if she was not available who we could communicate with if needs be
They give the time and dedication to all aspects of handing over the car.
Nathaniel Philips and the two managers that I spoke to were lovely and caring and made the whole experience a pleasure
Excellent service all round. Emma was very helpful throughout and patient during the test drive!
The showroom was very nice