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Very good staff, just trapped onsite longer than expected while waste oil was collected.
My car wasn't washed properly
My car, at six months old needed a new gearbox. Once again this was handled in a totally professional manner
Excellent Customer Service, both on Sales and Servicing side. Whenever I bring my cars into Lancaster BMW I am well looked after and have consistent communication about the status of my vehicle and any work that needs carried out. I have nothing but
Three Repeat visits required for a simple tyre replacement
I rang up two weeks before my survey was due and there was no courtesy car available. My wife had to pick me up and drop me off!!!! She had to work from home for this reason.
I came away with the car as it should be, freshly cleaned and feeling as if the issue had been fully resolved.
all questions answered no problems to worry about
Not even customer service dealt with my complaint and I was passed from the head of business whom I emailed to the used car sales manager without the head of business Mark even acknowledging my email
As previously stated Sam has always provide a very high level of customer service. She is a credit to your business.
Ease of access and support.
Work was done quickly, I was kept updated.
Drop off and collection to/from the garage excellent customer service
The Service dept. failed to warn me that the work carried out cleared the programming on the tailgate opening which meant that when I opened it in my garage it tried to open fully and hit the overhead garage door putting a scratch on it.
No problems at all
Trevor in the service department listened to my problem and acted immediately completely reversing the negative opinion I had from the earlier call. The car was fixed the same day. Excellent service.
From the moment I arrived and directed to a parking spot there was someone to walk me into the service area and ensure I was being looked after.
Excellent customer service from booking through to collection of my car.
Bmw Stevenage had better opening times was very surprised that only opened at 8
Paolo has been brilliant. It didnt feel pressured into purchasing the car and he was very accommodating an answered all questions honestly. Follow up care has been brilliant and any issues were quickly resolved. I wouldn't buy a car from anyone else
Always enjoy going there
Extremely convenient system, and very friendly staff who are willing to help in anyway they can.
Seamless from start to finish. Felt spoilt and fussed over by staff.
Went well and car cleaned.
Paid £471 for the repair and the same problem occurred 90 seconds after leaving the dealership. No test drive done and apparently that's standard.Refused to refund my money. I've been mugged.
A member of your staff informed the police about the condition of my tyres. I was interrogated by police on site and somewhat felt harassed and made to feel like a criminal. Clearly an out of policy move on BMW's part. I felt humiliated and stressed.
My car was in for three days when I was told it would be two days at the most.I asked for the car to have an oil and filter change Which I was quoted £109 for and on collection the car had been given a full service which was over £400
It all happened as planned and on time.
Time accuracy friendliness and above all correct customer attitude
service on the day was very good, however score marked down as given advice to replace a tyre when it was repairable, nearly costing me £200 more than necessary, luckily BMW didn't have them in stock!
Mark Barber went out of his way to accommodate our timing problem and kept us informed throughout. The car was immaculate.
You were unable to locate the rattle from my sunroof so only 4 stars I'm afraid
Good service, cost was higher than expected.
Quick and efficient
Everything as expected and polite prompt customer service
Everything runs smoothly from the moment you arrive. All staff are so helpful and welcoming.
Although initial difficulties in booking appointments and one of the car had to be returned first thing the following morning with my agreement as they were running late, the rest of the service was good
Easy and friendly service
It took 4 visits and lots of emails calls etc for something that was wrong with my brand new car but after coming in for the 4th time (that's why it got a very because the manager resolved the issues to an amicable solution)we came to an agreed resol
Mark was super-helpful, and kept me informed of progress
Dealt with efficiently and courteously. Couldn't have gone better.
Very professional from when you arrive to when you pick up the car.
When booking the service it was never brought to my attention, despite looking young as I'm only 20, that the minimum age to book a hire car for the day is 21. Therefore I had not compensated for my working day to be without a personal car.
Repair works carried out very satisfactorily at a time to suit me
Very pleased with the service I received. Only reasons why it wasn't 5 out 5 was i thought my car was coming in for service but it was actually an MOT that came up. I would have hoped you would have known and alerted me. Minor quible
All completed in the timescales given, maybe some papers to read but coffee the seating all good. Only minor niggle car parked ready to go but took about 5 mins to find who had the key.
I had to call back three times to make an appointment, each time no one called me back. This is not unusual for BMW Milton Keynes their customer service is not great. Also my issue did not get resolved at my first visit.
This car has a full service history with Lancaster BMW. Despite this we were charged immediately after the service for a failed soft top motor caused by blocked drainage holes. This is completely unacceptable.
Requested courtesy car and was advised that my vehicle would be finished by the time paperwork completed.It actually took almost 2 hours.No video walkaround done of my car and no explanation why not.A problem I notified them of was not looked at.
No problems, while u wait service, but it always takes about 90 minutes. Although I Did include the valet option.
Overall experience was better than I have had with other service centres.
The high score l've given is due to the politeness of your front of house staff plus the excellent, helpful and professional service l received from your member of staff Trevor Allwright who is a credit to your BMW business.
Apart from Simon who was great, the rest were quite cold
Excellent service. I was kept updated at all times with regards to the repair of my 1 year old BMW
Very professional service, nice waiting space and coffee.
Friendly and helpful staff. Nice facilities which mean I can work and make use of the time whilst waiting - wi-if, coffee etc.
Staff were very helpful in making sure that my vehicle was ready early so that I could collect my son from his GCSE
I will never use ur garage in future They send my x5 dirty after service
My wife took the car at the appointment time yet had to wait for over 3 hours for an MOT
Still can buy a 45 gallon drum of oil cheaper from Opec than you can to top up your car with liquid gold.
All staff I've come into contact with at Lancaster are friendly and professional. I waited whilst the service was carried out and was regularly updated as to completion time , so level of service can only be described as excellent .
No body shop to undertake safety recall
Very poor communication, my car was left with the windows open in the rain, the lights on my gear box were disconnected for no reason. Wanted £430 MORE than a local garage just to change the starter motor and gave awful customer service.
Car came in for a day supposedly and took 3 weeks. The hire car company knew more about how long it would take than we did.
Although the car was in for a fault and service everything was dealt with completely smoothly
It was my first experience of BMW main dealer servicing.
I thought the car was being collected at 8.30am from home so that I could then get to work. At 10.30am nobody had arrived to collect the car and when I called I was told it would be collected by 11.30am resulting in having to take half day holiday.
Very good service
Small fault rectified with a door trim that could have cost an hours labour without intervention and some good customer relations and after sales care from Mark, who sold me the car back in December, that's the way to keep your customers loyal.
Fast friendly service
The while you wait wheel change and safety check were completed in a reasonable time.
Was looked after very well. The car I was kindly allowed to borrow for the day was fantastic, thought the video from the technician actually carrying out the service was a great personal touch.
Very efficient service starting with a seamless welcome
The centre kept me updated and informed throughout the time the vehicle was in with them.
3rd May ....after receiving a video report from your engineers I have called 3 times and been promised a call back. I needed my car back by 3.30am
You moved things around so as to include as much as possible in the day. Service, change to summer wheels, clean winter wheels and perform the necessary ISOFIX product recall fix. Much appreciated.
Zero communication I had to call and each time was asked to leave message
Great personal service and a for a price below my expectations.
My visit was effeciently managed by the Lancaster BMW staff. I was not completely satisfied as the work took longer than expected and I had a wait appointment, however, there was a fire alarm and this may have delayed the work.
Excellent customer support from ashlee on the service team however disappointed that yet again no courtesy car was available
Professional, friendly great service.
I was disappointed to find my car had not been valeted when I picked it up. Although I didn't request this and was not asked this in advance, I thought this would happen automatically.
Excellent service.Everything went really smoothly and Simon Cornwell on the Service Team kept me informed throughout.
Everything completed on time very up front about what needed to be done. Customer service rep was very helpful.
Friendly, personalised service.
The staff were assertive without being over the top.
The showroom was in great condition and the car I was picking up was in a separate glass showroom to the side. This allowed me to familiarise myself with the car and drive out of the bi-folding doors.
Emma, Don and Karill did everything that we could have wanted.
Made to feel very special and that unhurried in making the right choice.
See above comment.
The service I received was good as usual
We were contacted with every update, even with video footage of the car in its different stages - great touch
The customer service shown by Lancaster BMW and particularly Paolo Marsala was impeccable. Buying a car was an informative, pleasant experience. My wife and I felt supported throughout. I could not praise Paolo and the rest of the team at Lancaster h
Car is exactly what i wanted. Guys there were always happy to talk to me and made me feel welcome unlike other garages Iv been to. I've put a deposit down on another bmw already as the service by Chris is so great!
I was dealt with very professionally and it was a good experience. Chris Scotchings was the Salesman and he was great to deal with.
Pre Sales Technical engineer was excellent,l and informative.James Cornwell was a little disappointing and his colleague excellent if a little corporate. Emma Duthie was empathetic, relaxed and a relationship builder making the service more human.
David was super helpful throughout the whole buying process, nothing was too much trouble and accommadating to us when we needed to see him, David sent a video to me on the morning of the pick up, made me feel special.
Chris Scotchings was very understanding of our needs and helped us to find the perfect vehicle for our needs. The updates as our car was being prepped was particularly appreciated
Pleasure to deal with a very professional sales team in particular David who has kept me updated on the progress of my bills and delivery.
Emma was very helpful from the moment I walked into the centre. Emma explained my finance options very clearly and allowed me enough time to make my decisions. Delivery of the vehicle was quick and easy.
Efficient and knowledgable staff. Car was delivered in very good time.
David Snodgrass, in Sales, spent time discussing my needs and finding the model detail I was looking for. The whole experience, my third successive purchase with him was very postive
All questions answered clearly.
Excellent treatment by BMW Staff, top customer service. My indecisive nature meant I was a complete pain when selecting the correct car for me but the staff couldn't have been more respectful and professional.
Extremely friendly and welcoming staff, made myself and my partner feel completely at ease and valued.
Very helpful staff who were very known.
Friendly, professional & knowledgeable.
Great customer service all round
From initial look at car to completion of sale my experience was faultless. Since I have driven the car, after sale help has been excellent. This comment comes from a grumpy old man with a reputation for endlessly criticising large organisations.
The main reason for being so thrilled with my purchase was the care and attention we received from Mr David Snodgrass, who is a credit to the company.
Overall a very good experience. The only gripe I had was delays in delivery of my car. I don't think it is any fault of the dealership
All staff were very friendly and helpful
Both David and Linda went the extra mile to ensure they understood, responded to and satisfied my requirements. They were both pleasant and courteous and made buying a BMW an enjoyable experience
Emma was very helpful with everything relating to our purchase
Emma was fantastic, from my first enquiry. Understood my requirements, and found the right car for me. I wasn't the easiest customer to keep happy, but she was patient and understanding throughout.