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Dick Lovett

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Leon Vitti

Head of Business

Derek Owen

General Sales Manager

Oliver Waters

Used Car Sales Manager

Derek Hendy

Aftersales Manager

Russell White

Retail Manager

Adrian Roddis

Service Manager

Marianne Lawson

Reception Manager

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

I was asked to arrive at the garage before 9.00am. I was told my car would be available to collect late afternoon. I rang the garage at 3.00pm to inquire when the car would be ready to collect and was the car did not go into the workshop until 2.00

Service

Because they always seem to be too busy to do the little things thoroughly enough to satisfy me. I give up my car for the day to make it easier and still end up receiving apologies at the end. I don't want to be asked to bring my car back!

Service

You did what was required in your usual efficient manner.

Service

See above issues they cannot respond quickly don’t have sufficient personnel carrying out work as evidenced by the long delay to book an appointment for warranty work which should have priority and if a loan car is required the situation is worse

Service

The person we finally dealt with was very good but trying to get anyone to come back to me was very poor.Bmw always say they will phone you back but never do which is very poor from a company like this.I have had this at Bath and Swindon.

Service

The team were great and still energised at 1730 on New Year’s Eve!

Service

The service I required was given

Service

Dick Lovett Bath seems to be well managed and has good staff who are attentive and friendly. My only gripe is that I had to wait for a fairly long time to get my car in for a service due to the garage being very busy.

Service

Everything carried out expertly.

Service

Too long to return car-cleaning was nice but took over an hour. Also the message on the dashboard was not reset so I am unsure when service needed next.

Service

Made me feel at ease and I was happy for them to work on my car

Service

Not all the issues with my vehicle were completed. My car was not ready for collection despite being with the dealer for 9 hours; even after an extra hour was given the repairs were still not complete, necessitating a further visit and disruption.

Service

I cannot give 5 simply due to what you guys charge!. The service provided by Lauren your Service Advisor was however excellent...

Service

As above ....car was clean

Service

Adrian knows his clients/customers personally

Service

see answer 1 above, also mentioned that service was due and although issues were identified they were not dealt with at the time

Service

The service required the fitttting of new pads and brake discs. Looking throught he observation window ( which I admit did not give a good view), the service technician appeared to leave the brake calipers hanging from the hydraulic hose or resting o

Service

Since the MOT, health check and investigation into a problem with the speed limiter switching itself on, the idrive has become faulty and is frequently (6 times yesterday) shutting down and self rebooting. I have contacted Dick Lovett.

Service

all dealt with in a very good way with lots of assistance offered

Service

Had to wait for my Advisor to become available when collecting the car, but other Advisors did not have any customers.

Service

As above, quality product, excellent technicians, customer experience less impressive. Feels like waiting at a doctor’s waiting room not a prestigious car showroom.

Service

Once in the garage your service is great - but you should treat every customer equal. A Customer on the phone is just as important to your success as a Customer who walks into the showroom.

Service

Convenient booking system; efficient work

Service

I asked if my wiper blades could be replaced at the same time. They weren't & I wasn't told why. Secondly, when I took the car in, I didn't know what sort of service it needed due to a problem with the computer system. I wasn't contacted later either

Service

Very efficient as always

Service

Very accommodating

Service

Video feedback was done well but service too expensive for what was done plus see above.

Service

No problems to report.

Service

Excellent service

Service

On time, to schedule, no surprises. Friendly staff.

Service

The original service was when the damage ocurred.

Service

Dropped my car off at 7.30 am, it was still not ready at 6 pm, I had to have a courtesy car. I was kept waiting around for 2 hours.

Service

Friendly and efficient service and no hard sell or nasty surprises.

Service

Sorted the problem straight away.

Service

I believe Dick Lovett prides itself on customer experience, however I find this to be just average. I appreciate the staff are busy, but little attention to my needs, offer of a coffee, etc. I felt as if I was waiting in a Doctors waiting room.

Service

Everything was done

Service

The car is performing as it should be.

Service

Took weeks to get a slot to look at door creaks and Bluetooth issues, no curtesy car for about a month and a half wait! Problems not solved, need to go in again. Again, no curtesy car. I’m a director of a stockbroking form, I need a car

Service

Upon arrival there was confusion on the part of the service adviser as this had been referred from Cribs Causeway. This was slightly unsettling after all the issues but one of the other advisers stepped in and smoothed it over.

Service

All issues identified or identified. Car picked by Katrina from home and then brought back home, hassle free, wonderful

Service

I would have given top marks but that my car had been put through the car wash leaving streaked glass and white particles like ash on the car.

Service

Pretty okay

Service

Work was potentially covered by an RAC warranty. Thanks to Kieran he got all work covered and invoiced the RAC direct

Service

I did not receive any call/text as requested to say my car was ready for collection. Also my mobile phone had been disconnected from the car so when I went to use the hands free facility my phone (and also my wife's) were not paired to the car.

Service

Bad communication, poor service and over priced

Service

Katrina Eveson dealt with the service, which I was very satisfied with the way everything went smoothly.

Service

Service received was first class.

Service

The sales team does not seem to speak to the operation team. I have told them to call me on my mobile when collect the car but they still call my husband's number even though I left message twice.

Service

Slightly long wait at check-in

Service

The service was good at the branch, sadly the main entrance doesn’t open at service time, and staff didn’t offer the alternative entrance we were signed away from. Car cleaning could have been better, and follow up shouldn’t have needed a prompt.

Service

Extremely helpful and informative service. Professionally dealt with. Good experience.

Service

Made to feel very welcome and that all staff wanted to ensure a great job was done

Service

See above

Service

Delt with very quickly, good update of car.

Service

see above answers.Also another issue which the car came in for on another occasion was returned saying there was no issue....there is and its still present now andI am just talking to them again to try and get it acknowledged and then hopefully fix

Service

Very thorough service. I was kept informed every step of the journey.

Service

Staff were polite but didn't tell me that when repairing the tracker(incorrectly fitted by bmw) that new tracker fobs had been supplied when i picked up the keys and when i used my second set at home the next day i couldn't start the car!!

Service

As above

Service

Good customer contact.But I there was an occasional slow puncture problem. It was checked and nothing wrong was found. However the problem persisted and the tyre repair company found a nail in the tyre which I would have thought was perfectly obvious

Service

Service inclusive

Service

Very good very efficient

Service

Service experience was good however one very very minor criticism would be while the car was valeted as part of the service provided whatever was used on it resulted in me having to clean it again. Almost like it had not been finished off.

Service

I had to return to BMW the next day as the computer hadn’t been updated on the computer. This is the second time this has happened.

Service

Did not top up screen wash as ran out 2 weeks after service

Service

See above plus it took over 30 minutes for staff to find my car for collection.

Service

Kept ux fully informed sorted us with a loan car fully explained what they were doing and delivered our car back and picked up the loan car

Service

Can be a wait to get through to service phones and a long wait for a Courtesy car (essential for myself) which can be an issue. If not for that, 5 stars.

Service

Pleasurable

Service

Very efficient

Service

I have used dick Lovett in Bath a few times and you are always treated well.

Service

I have been using them since 1993 and refused to go to the Bristol BMW dealers even when it was slightly cheaper because the service was so much better here.

Service

Treated like a humanjust

Service

As above, Lauren took care of everything and my car came back with the fault resolved.

Service

Reguested a loan vehicle for the day before service on my wife’s BMW, this didn’t happen. On the day of service got into the loan vehicle fuel light flashing only 24 miles this was more inconvenience.

Service

The brake fluid service was performed as expected but see response to Q4.

Service

The whole experience from phoning to book, reception area etc is so much improved

Service

Good but not the best

Service

See the reason above. A half hearted sorry doesn't work.

Service

Great sales man - Henry bevan

Sales

Sales representative , Keith Atkins , extremely knowledgeable in connection with vehicle and products, kept me up to date with regular contact throughout and up to delivery. Readily accommodated my requirements over hand over etc.Extremely helpful.

Sales

As above, very straight forward from start to finish.

Sales

Alex was a pleasure to deal with throughout the processs.

Sales

Got the car I wanted - not the one you wanted to sell to me! Good communication throughout the process. Knowledgeable and helpful sales person.

Sales

I feel the salesman rushed through the sale and as a result did not listen to us particularly over the transfer of personal plates. He also did not have the answer to questions about features that I would have expected.

Sales

overall from start to finish nothing was too much trouble for your staff personal thanks to Alex Fox of Dick Lovatt at Bath.

Sales

The delivery time was slightly delayed due to BMW logistics and I would’ve loved to have a bow or something nice on the car when I picked it up