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I was very satisfied with the service experience. It only took a couple of hours to be serviced and washed, and had the car back by the lunchtime. The cost was nowhere near as much as I thought it was going to be. I was not ripped off at all.
Again efficiency, also making you feel that you are an important customer
The service and repairs were carried to the given timescale and the price was reasonable.The staff were very courteous. However, the rating is low because the car computer was not reset for the new brakes and I have to make a return visit.
Great service experience as kept informed as to what was going on.
Annoying squeak solved
Most of the time feel welcome and looked after.
Serviced whilst I waited and kept up to date by your service technician, Mark Barber, at relevant times.
The car was fixed in the end, however the experience was not as efficient as it could have been. See feedback in section 3.
Because we have used this garage for many years and service and satisfaction is always the same standard - excellent
The staff were courteous and my vehicle was serviced professionally and on time
All works and vehicle tech explained
Nothing to add
I had to chase Simon on how the work was progressing, he took over two hours to answer my calls, taking me past a deadline to collect the vehicle. When he did finally return my call, he told me how busy he was with other customers, not what I needed.
Efficient and courteous service provided - note as a company car I am not cost sensitive
I was informed during the day with the progress
Solved the problem and advised extra work not required at the moment when easy to persuade me that needed now
Staff friendly and professional, informed of what would be happening and time scales, all went as told.
Sam Fleming Smith was fantastic. Kept me informed all through the day. Sam the technician also went through what was wrong and described the fix and was very knowledgeable.
Reception didn't have my car registered but it was taken I am being critical
Smooth running and does what it says on the tin!
Job done. New tire needed but returned 2 days layer and fitted while I waited.
Very helpful team members, attentive to my needs and shaped the experience around me
The booking in process was very easy and the staff very friendly. A full run through of what was going to happen was explained and a tour of my courtesy car was provided. Collection after the service was very swift, and dealt with personably.
The MOT and service were carried out at a time that was convenient to me and was a seamless process.
Service completed as stated with a re book for a small fault found which was going to be time consuming so booked in for 26/27 September with courtesy car.
Car was pucked up as arranged at 9.40. At 4pm I received an email from BMW saying I had to pay for my service due to mileage. However services were included in my contract when I bought the car. Left a message and replied to email but got no call
Service and product upgrade all very good BUT sat nav upgrade a failure. 5 hours instead of 2 hours. Re-booked today. Failed again, so far 2 hours. Advised could be another hour. Not impressed.
My problem was dealt with in an efficient and entirely effective manner.
Great service - really helpful staff
On rerun he did not know if it was complete. It was still on ramp I could c it. I was told it was an inspection which would take half hour to hour max, I dropped car off early then was gone two hours after appointment time. Had to wait agaib
Personal service fixing a problem from Reading dealer
from parking up, checking-in and collection
Initially in for a passenger airbag recall and software update. Was told that it would only be a couple of hours. After nearly 3 it was still 2 hours from being completed on the upgrade and a courtesy car was found. At 1620 hrs. At 1620hrs car done
See above. Nothing is to much trouble for them and the on ramp video i receive and regular contact by service desk means there are no nasty surprises when they hand back the car. Cleaning the car is a nice touch as well.
Trevor Worked hard to get car seen following day. However was only fixed last minute and had closed by time work was done. No driver available to pick me up so Had to wait till following day. They did offer to deliver car following morning however
Car not ready at the time we agreed I didn't even get a phone call to say it would not be ready I phoned the garage and the guy who served me apologised and said he had forgot the time they had a fault with the new part to be fitted car. Ack next day
Reduced to this level because the return of the car revealed the tyre pressure system had not been restored/reset as my BMW Owner's handbook instructs. It was returned for the Garage to correct. I lost another day's use of my car!
From my experience staff responsible for managing the beginning to end service are appropriately knowledgeable and ensure the "customer" comes first.
time taken to be served was just about acceptable. Cost was significantly more than expected. 2 tyres and brake pads was £1250
Brilliant communication and very convenient.
Booked in easily, fairly smooth on arrival - different person picked up my arrival as original was with another customer. Was dropped off at work and picked up afterwards. Excellent.
Regular contact made you service advisor. Returned call in good time.
courtesy car mainlyFriendlyDownside was that you are understaffed so I had to wait quite a long time at the start and at the end. - total about 45 minutes which is too long for a premium brand
Our X5 went in for a service and wheel balance, price for oil change very high. The wheel were not balanced, and the afternoon the car came out of the service, our ad blue warning came on - should the level have been checked?
Car booked in but I had to be recovered due to two punctures 3 weeks early and Lancaster moved the schedule around so that all work could be done in one go, mimising my disruption.
Outstanding customer service
In addition to the booked work I had asked for someone just to check over the power steering as it was making a noise, I don't believe this was done as I wasn't given any feedback about this.
Excellent service throughout, with real consideration for the customer's needs.
Well the car was not cleaned very well
Car still requires work that could not be scheduled
BMW service guy was really helpful and thorough (Les?)
The only reason i'm giving this a 3 star is because your colleague loaned me a car for the weekend as a fault was found on the car and it needed a part ordered to be rectified. Inside of the car was left dirty with gritty marks on wheel and handles.
Great team of people
Because I never waited so long to pick up the car after the MOT testThat was 2 hours.Normally the MOT test takes between 40-60 minutes.
Everything OK, no issues or problems.
As above - overall a very disappointing experience and not the first
As per my previous comments, I think you are doing a very good job and I like how you utilise innovation around vehicle inspection and making that available to your customers via online video platforms.
The service was carried out to my satisfaction.
All work done and the car clean, ready when I asked. what more can be said
My issue was not met with any rational and therefore was not resolved. Very disappointing. Should have bought a Merc instead haha.
A problem with the engine coolant leaking was not resolved after 2 visits. On 3rd visit bmw emergency services were called out to recover my vehicle.Delivery drivers used my vehicle as test drive and wanted to use it for full day for customers!!
they made servicing the car easy
The service was very satisfied and in precise time, but I wasn't provided with the courtesy car, though it took just a day to fix the issue, I would expect a courtesy car in case any emergency.
Car not washed and cleaned properly
Polite welcome, reasonably quick service, coffee on tap, let down slightly by cleanliness of vehicle on handover - glue residue on steering wheel and smeared inside from windscreen from the complimentary valet.
Problem fully dealt with quickly and efficiently
once Lancaster had found me a emergency relief car, they were very helpful
Job carried out quickly
The indicator light had gone and this was replaced under warranty and everyone was helpful, polite and made me feel welcome to be there. Plus my lovely car was given a clean, which I appreciated.
Chap who served me was extremely rude. Clearly needs training in basic mannerisms.
Smooth, no issues, kept well informed.
Please see comment above
I was in trouble with the car as it had blown the turbo. Mr. Allwright was terrific in supporting me through this difficult time - we were on our way to a wedding when it happened - and his later actions helped tremendously
On two BMW recoveries I was never supplied with any details/paperwork on what had been done to my vehicle. First occasion I had to request. Second recent visit still not received any detail which the dealership promised to post to me.
Car was booked in for service and first MOT, Lancaster forgot to carry out the MOT
Very slick booking process from start to finish and again excellent customer service received from Simon (MK)
didn't have a means to get home the i dropped my car for service.
Sound Equaliser values all reset, treble & bass settings altered completely & a radio station I had not saved played loudly when I switched on the ignition. Why?
as above. took the hassle out of situation by providing me with transport as and when I needed it and did a great job on the repair
Warranty issue dealt with quickly and effectively.
The service was carried out as expected and after dropping off the car I was taken to my office and picked up again later in the afternoon to collect it.
as above, everyone I dealt with was very helpful.
Excellent customer service.
Despite BMW assist suggesting a diagnosis for the issue, the garage first called me to say they could find nothing wrong, after discussion they kept another night and test drove it - then found the issue and fixed it to satisfaction.
I pre booked replacement of front brake pads. On arrival parts had not been ordered. I had booked a while you wait service. I did not expect to be in dealership this long. The service advisor apologised and as it was my day off I had spare time.
Daren whom looked after me was fantastic
Please see response aboveDealer did try to call and arrange an earlier clean but I just didn't want to deal with them after this
All work was done. No issues.
I have scored this because of my comments above. However, I loved the web link! Many thanks to the person servicing my car (sorry I can't remember his name at this time). He was very professional
Efficient service with good communication. Very useful for the car to be picked up.
Emergency work carried out on the day; no issues.
I was told car was ready, however after viewing the health video I had 2 rear tyres that were dangerous! I had to call back and enquire, which was then confirmed. If the tyres were dangerous why give it a 7 mile road test?
I enjoyed how the service guys emailed me a video outlining any concerns whilst they were completing my service.
Told how long it would take & given coffee whilst waiting
The times I have gone there everyone has been very helpful and are amazing at there job.
Delay in being seen both at drop off and collection
as above - the key issue was the tyre check
Professional and delivered on promises
We wanted to purchase two cars. I called ahead to advise what we were specifically looking for. Nathaniel (+ Don) sorted everything to make sure we got exactly the cars we wanted, even staying late into the evening for us! Great customer service!
It was professionally handled by Emma & Nicky on finance as everything was all ready to go.
well looked after
As above. Excellent insight into my car needs and wants and sticking within my budget. Emma Durthie was extremely helpful in sorting my new car.
simple straightforward process
All of your staff at BMW were professional and welcoming and answered all our questions in a professional and personal manner.
Always kept up to date wuth the progress
Everything was so easy! I picked the car I wanted, everything was clear and explained well to me. Being able to trade in my old car made it even more seamless, I drove in with my old car and drove out with my new shiny one!
Again the sales team (Robert Bilston ) looked after us in a professional manner, and everything clearly.
Again, we were informed at every stage when the car would be ready and available for us to collect.David again sent us mini video clip of us driving off in our first BMW car. Thank You.
When I went to collect the car there was a scratch on it that the valetting team had missed/caused?? Rob, the salesperson, was extremely apologetic and it was all sorted within a few days. However, I really did not expect this!
Everything went very smoothly and I felt i received a good deal financially.
When I have brought cars before they have been under a big sheet and then revealed. It's a minor thing, but it just adds to the excitement
A warm welcome, coffee and a relaxed atmosphere championed by Emma who took me through each stage of the process.
The experience was fantastic. David Snodgrass has managed my 3 most recent purchases and knows my needs and motoring desires better than I do. The car was sitting proudly in the showroom window ready for pick up. I was given a technology overview.
Anthony Elder was a pleasure to deal with, very knowledgeable and attentive.
The process was quick and I needed the car quick and Anthony and Nicola helped to get the car quick for me
Great experience from begining to the end. Were dealing with Anthony Elder at Lancaster, who was really helpfull and knowledgeable. I did not feel like dealing with salesman who tries to sell product no matter what, which is good thing.
Always clean and welcoming. Good demonstration of the car. Good, informative test drives.
ALL THE STAFF VERY FRIENDLY
Very attentive & sociable
Good friendly sales person, and patient.
Everything was worked around myself and was convenient
changes to the person handling the purchase and errors with our number plate
They kept their word and went an extra mile to accommodate us and help us buy the car. It wasn't just a 'business transaction'; it was cordial, personal, pleasant and friendly throughout (both Robert Bilston, our sales executive & Don from accounts).
Everything was very smooth and timely with excellent staff.
I was completely satisfied with my experience at BMW Milton Keynes and would consider returning to them when I purchase my next vehicle
Everything went very smoothly and my car arrived very quick.
Salesman was attentive to our needs, and the car he recommended was exactly what we were looking for.
The sales team went through what I wanted in a car and what I was looking at and met my needs as a customer. Anthony listened and advised and was thorough and precise in answering my questions.
Everything was dealt with quickly and efficiently