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Nothing was too much trouble for my Service Adviser, Neil. Very knowledgeable & professional.
Fantastic experience of checking the car in, and a decent loan vehicle which we believe is very important.
Sam who handled my body shop fix was extremely helpful and friendly, kept me up to date with progress. Over all a very good customer experience.
Dealt with my problem promptly and kept me informed at all stages.
Extremely polite and informative throughout whole procedure.
the problem returned a day later. It is the second time that this situation happens. I don't think that your mechanics are thorough enough in their first assessment of the issues. It is quite annoying because it means another wasted day
The things promised with he service was not completed and the drop off and pick up service have been very bad.
Again, all aspects of the customer service experience were very good and better than a lot I've experienced from other dealerships in the area.
Dropped the car off early morning. Rang to say it was ready in the afternoon which is when they predicted it would be ready. Friendly service rep.
Booking, drop off and collection was professional and the car was well presented on time for collection. Disappointingly, the car's service computer wasn't reset, meaning a return trip to the dealer which was inconvenient and time consuming.
Waited 2 and half months to get my alloys repaired then found out that the person responsible for it left Lancaster BMW (MK) and had not told anyone that he had been talking to me! ...this delayed everything even more!...terrible!
Mark was polite, did what he said he was going to do and when he said he would. Very helpful.
From arrival at the dealership I was treated very well with a sense that my custom really mattered
Excellent service as always although still long waits for courtesy cars
Only letdown was the car cleaners. Car looked ok from outside but inside was barely touched.
full informed as to the repairs
There was an inordinate delay in the while you wait wheel replacement but this was compensated by a discount on the bill.
As good as usual
The job was done very quickly and effectively, staff were pleasant and met my needs
Late to pickup car, didn't do brakes as requested, lost my keys so couldn't return. I had to pickup myself with the spare keys, then buy a stoplock to secure the keys until they were found. Quote for brakes was higher than oxford, so I went there.
Mark , who dealt with my service was extremely professional. His attention to detail and getting everything I wanted was spot on. He rang me when he said he would and kept me up to date with the work that was being carried out at all stages.
because it went very well and we were squeezed in at short notice
No issues identified
Promptly organised and executed in said time frame. Cant fault that.
Collecting the car at the end of the day I waited for 5 minutes to see the service agent before someone, from the workshop gave me my keys. I was told my paperwork would be sent to me, I later found that the service book hadn't been completed.
David Snodgrass and the service team have been good too
MK team is very helpful.
Work was carried out efficiently, and there was free coffee and WiFi whilst I waited.
Everything was explained to me so that I was aware of what was required
From dropping the car in, to collecting it was effortless. All the staff in MK are so helpful.
They did all they promised to do
See 1 above. Friendly and efficient.
Again as above when you book the work you are advised what the process will be and that's what's the experience is
Overall very good, but my last service less so when they said my service contract had exceeded 50,000 miles, where as in fact it had exceeded 50,000 km.
Good service but too long a lead in time for a booking especially as safety recall. Three weeks.
everything done as requested and no job is too deifficult great work ethic
Just occasionally it would be nice to actually talk to the "grease monkey" who has seen your car and knows about it than to be told some of the story by an advisor who's not got his hands dirty on the car - no matter how pleasant the advisor may be!!
I asked if the body shop could polish out some marks on boot and bonnet of the car expecting to be told no... but they found time, saved me another trip and did an excellent job, albeit it did not take very long. Really pleased with work/flexibility.
No fuss, no hassle, was able to get a short notice appointment. Staff very friendly.
From the initial call to car collection no problem
I've owned my 320d for a year now and have so far had a few issues using Lancaster servicing dept. However there was a massive improvement this time dealing with Mark who was brilliant. I will look to go direct through Mark in future with bookings.
Fixed issue with acceptable cost
Small repair efficiently handled
Unfortunately on this occasion, after changing the brakes and discs, the handbrake did not hold when parking on our drive (which has a slight incline).The handbrake was fine before the service, however we had to take the car back for some adjustment
As part of the service, I asked the dealership to fit the BMW advanced car eye (BMW dash-cam). They only fitted the front camera. I had to go back the next week again to get the rear one fitted. Shouldn't someone check the work after its complete?
Reasonable wait for job to be done although needs a revisit to deal with EGV update
They take care of their customers most
advised what was happening & offered seat & coffee
Everything done promptly - very courteous service.
Patient and courteous staff
at all times I was informed what was happening because a part had to be changed the service took a lot longer than expected
I was given a reassurance and advice on my tyre which still have life.
Great service and well looked after by Nathaniel throughout the purchase of my M3. He even worked late to ensure everything was arranged as necessary.
car wasn't ready when I was told it would be so had to wait over an hour on pick-up. 4 days later there was oil on my driveway so had to return the car for inspection.
Your just nice people
Service was good.
I thought the car would be valeted. It was not
I was kept informed as to progress. Service was finished as promised. Useful lift to and from CMK.
Trying to contact the dealership was tedious (see answer below) and the service rep (whilst helpful) called me by the wrong surname 3 times on collection.
They listened to my issue, agreed how to manage it and then updated me to complete the problem the same day.
Mark Barber in the service department has dealt with me on a several occasions and has been fantastic.
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.
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.
Again efficiency, also making you feel that you are an important customer
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.
Because we have used this garage for many years and service and satisfaction is always the same standard - excellent
The car was fixed in the end, however the experience was not as efficient as it could have been. See feedback in section 3.
All works and vehicle tech explained
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.
Nothing to add
The staff were courteous and my vehicle was serviced professionally and on time
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.
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!
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.
Job done. New tire needed but returned 2 days layer and fitted while I waited.
Ordered and collected within 3 days.
Great service and love the car
The sales person I dealt with, James Allison was very pleasant, not pushy and knows his stuff. I am already considering replacing another vehicle and will look to deal with James again.
Good handover pleasant staff
Very satisfied. I was treated with great professionalism right from the start. Everything explained in detail and never felt pressurised.Excellent service from the moment I entered the showroom
I came in on Sunday and went home in a BRAND NEW car on Monday! Thats a service!!!!
Nice environment and kids play area
Sales representative (Emma Duthie) been very thorough, professional and helpful... Excellent customer care
Attention to the customer requirements with the objective to provide what was requested
very good- consistent
Very polite, welcoming. Offered me a drink and very attentive but gave you space and time to think
Process was smooth and all my needs where meet. In addition Emma Duthie from BMW MK was exceptional at her job and made the whole process very easy.
Excellent all the way through from the initial contact to the test drive of two 3 series models and then about 2 hours choosing the exact model and extras. I was kept updated in respect of delivery times.
From the first appointment till the end emma kept us updated throughtout the whole process.
I was kept up to date with every process of my cars delivery. Rob would call and email with up dates of where my car was and when to expect it. Collection of my car was fitted around my work commitments and was no bother to BMW in MK.
Again highly courteous, informative and helpful service. We really felt like nothing was a problem.
I have been looked after by Anthony Elder , he is extremely attentative and totally understood my needs , he calls when expected keeping me informed all of the way , he is very knowledgable of his products and found me a deal to meet my requirements
The whole exchange went really smoothly.
very efficient service
Overall perfect! As soon as walked in to the shop the receptionist was very polite, asked us if we needed help and offered drinks striaght away salesman was brilliant aswell (nial and don) I believe there name were
Salesperson prompt and kept to appointment times. She had a very calm and polite manner which I appreciated.
The process was cery smooth. However, with many other luxury car brands I expected a little more drama from the first collection of the car. I received a free car was pack, but I didnt realise until I got home. This was possibly because James is new
Kiril took very good care of us. He did very good demonstration and kept us informed at all stages. He followed up with a call even after delivery, to check if were fully satisfied.
Exchanging my mobility car for my new one was taken care with minimum fuss.
Helpful start to finish
Great atmosphere and customer service
It was a great experience in buying our car and Emma was excellent, she went above and beyond in helping us choose the right options, even helped with moving kids from one car to the other for test drive. Amazing service!
The salesman was excellent couldn't fault him. Did everything possible to help me get what I wanted.
Again great service
The purchase and delivery of the car was very smooth.
STAFF DID EVERYTHING SO GOOD
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.
Professional and delivered on promises
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.
well looked after
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.
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!
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 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.
Everything went very smoothly and I felt i received a good deal financially.