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Again, I felt that the service was not quite up to the usual standard. I wasn't kept as informed about my car as I had been in the past and had to phone on several occasions for a progress report.
everything on time
I experienced what I can only describe as "outstanding" service by Mark, who not only performed his role with the diligence required but did so with some personality which is too often lacking
The only thing that I would criticise is the time it takes to respond to telephone enquiries. Other than that brilliant on all levels
good customer service
Very professional and friendly service
Great reception by service staff, courteous staff, kept me appraised of progress
I had been told that the connected drive system had been tested and was working fine - it still isnt and I dont believe sufficient tests had been carried out on the system.
Excellent customer service
Service as expected always contracted with updates and when car was ready
The necessary was done in good time.
There no organisation in BMW servicing department at all
Professional and polite reception and work completed on time stated
M135i boot lock not working. Was given nearly two week wait but after explaining I need the car for work and picking up kids they were able to fix same day - awesome service!!
Good, quick check in and diagnosis (broken coil spring @54k miles). Requested early lube service at same time and fix defective parking indicator. after collection discovered the service indicator not reset and parking indicator still defective!
The initial repair did not solve the problem which reoccurred & the car had to go back. More parts had to be ordered so a 3rd appointment had to be made. During fitting of the parts, a housing was broken & so the car could not be returned that day
Everyone friendly and efficient
Everything was geared towards providing a seamless experience. I was greeted by name as i drove in. I was escorted to the ser vice booking desk and then called right when they said they would. Best service experience i have ever had.
Advisor very clear on what was going to happen. One thing which was missing, in my opinion, was the option of being dropped off somewhere - didn't really need a hire car, however cost of taxi's both ways was more than the hire car for the day
Easy and simple, car was ready for when I asked it to be, no hassle dropping vehicle off first thing
While you wait service was completed in reasonable time and available waiting facilities were excellent.
As above, I am always looked after very well at BMW Lancaster
When I went there, the service was quite nice. The timing was quite right.
Bmw delivered what they said they do
Much better service than received in the past. Quick and efficient, booked in at short notice and received thorough updates.
as above plus nice place to wait and great coffee
It was just an airbag recall, told it would be 90 mins and it was. Did I mention the coffee was lovely.
I didn't expect it to take 2.75 hours to change 4 wheels with winter tyres to 4 wheels with summer tyres.
Sales staff were very engaging and helpful.
Everyone was eager to ensure I received the highest level of service
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.
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.
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.
Work carried out to satisfaction.
Quick and easy to arrange
Loan car provided. Service completed on time. Issues resolved.
Dealt with the issues efficiently
Took a little longer than anticipated. Not time for the valet.
Very friendly staff.Could not do enough for you.
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!!
did what it said on the tin
At all times and at every step of process felt assured job was being done to high standard
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
Dis what I wanted
Very efficient service thank you
The service level was very good however I wasn't impressed by the valet. Also the Adblue wasn't topped up.
They kept me informed throughout the process and ensured I received the best service
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.
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.
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
Score would have been higher but all my personal settings had been cleared when the car was returned to me.
Good area to work while I waited
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.
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
The service was excellent. Although probably more expensive than a non-BMW garage you do know they are reliable!
I felt like a valued customer.
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.
Our sales representative, Anthony Elder, was helpful and informative at all stages. He has continued to be helpful since the sale
Everything went smoothly, I was kept up to date with delivery schedule, and hand over was efficient .Nathaniel Phillips was brilliant as a focal point for the whole process.
Nathaniel Phillips at Lancaster BMW is highly recommended as a salesman and has excellent communication with his customers. He kept me informed and updated on every progress there was when waiting for my new car.
Very much satisfied. Sales representer (Nathanial Philips) was very co-operative, guided well and ensured smooth delivery in time. Would highly recommend others to BMW, in general, and this car centre, in specific.
Emma in Lancaster BMW explained everything very well and was really helpful and approacable
The salesman Anthony Elder was fantastic at creating a relaxed atmosphere with no pressure. A true credit to your company!
We met with your sales representative Nathaniel Philips who was excellent from purchasing to delivery could not falt the service we had
Everyone has been extremely polite throughout particularly the sales person who was very helpful and knowledgeable.
I have bought before and have no hesitation doing so again
They took the trouble to make sure that I was well informed and assisted me in making the right purchase
Paolo the sales rep - amazing customer service, always makes each purchase a pleasure
Friendly staff very informative Emma was a great help
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.
Again great service, great follow up. This was the best car buying experience I have ever had.
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
Happy with customer service
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
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!
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.
The showroom was clean and it felt well organised. All staff were very polite and helpful, making sure i was comfortable at all times.
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
No pressure Long test drive with no hassle salesman very polite
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.
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.
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.
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.
We had exemplary service at all times
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
Ive piuchased many cars but this was the best experience ever
Got the car I wanted, for the price I could afford...Emma Duthie, was brilliant in assisting in this process.
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.
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.
salesman-Paolo Marsala exceptionaly helpful and polite
Customer Service. Great dealership. Impressive building
A very professional dealer, friendly, accommodating with excellent communication from purchase to delivery.
1-1 customer service
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.
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.
Everyone was very pleasant and courteous
Everything met my expectations
From exchanging my car finding new car to delivery and collection day everything went smoothly