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

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!

You did what was required in your usual efficient manner.

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

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.

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

The service I required was given

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.

Everything carried out expertly.

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.

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

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.

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

As above ....car was clean

Adrian knows his clients/customers personally

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

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

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.

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

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

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

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.

Convenient booking system; efficient work

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

Very efficient as always

Very accommodating

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

No problems to report.

Excellent service

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

The original service was when the damage ocurred.

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.

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

Sorted the problem straight away.

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.

Everything was done

The car is performing as it should be.

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

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.

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

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.

Pretty okay

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

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.

Bad communication, poor service and over priced

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

Service received was first class.

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.

Slightly long wait at check-in

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.

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

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

See above

Delt with very quickly, good update of car.

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

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

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!!

As above

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 inclusive

Very good very efficient

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.

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.

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

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

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

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.

Pleasurable

Very efficient

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

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.

Treated like a humanjust

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

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.

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

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

Good but not the best

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

Great sales man - Henry bevan

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.

As above, very straight forward from start to finish.

Alex was a pleasure to deal with throughout the processs.

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

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.

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

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