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First class customer service from all staff
Great care from start to finish
I was dealt with quickly and efficiently
The new place is slick. However to wait a while an both drop off and collection.
Great parking, it was raining the day i turned up so the underground parking was a real bonus. Nicely greeted when I walked in, helped myself to a coffee, got checked in and picked up car on time
Great facilities, friendly staff, quick turnaround and minimal fuss
I booked my car in for a repair and for servicing. My priority was to get a fault resolved and was over 1000 miles before I needed a service. There were 2 engine noises, the more significant noise I had concerns over is still not resolved.More to add
We were on holiday on the area. The car was accepted, and booked in at short notice. The six-hour waiting experience was pretty painless! And the eventual bill was fair. Everything was explained properly by Craig and we were back on the road again.
I don't think the service entrance is good at the bottom of the escalators and the coffee area isn't big enough, welcoming or anywhere near as comfortable as the old service area
Friendly and costomer focus service staff
A1 service from start to finish.
Very efficient, professional
As above, and first class new centre
Tyres needed replacing and they blatantly over quoted.Service very expensive.
It was first class, I was met by a knowledgeable service manager, who was keen to listen and help. He ensured that not only was the car topped up with oil, it was inspected before doing so to ensure nothing untoward.
I was taken to work as arranged and also collected from my work place and driven back to the garage to collect my car which was ready for me to drive on my arrival.
Everyone involved that I spoke to seemed to project the importance of customer care. Quality that is known and expected in the vehicles was reflected in the appearance and performance of the personnel.
i WAS VERY HAPPY WITH THE SERVICE PROVIDED IN REPLACING MY CARS WING MIRROR INDICATOR, HOWEVER I WAS NOT VERY HAPPY WITH THE FACT THAT IT WAS NOT COVERED UNDER MY CARS USED CAR WARRANTY.
Normally the valet is first class, this time I was disappointed. The interior windows had not been cleaned.
I came away happy
No problems of any sort
My car was serviced on time and the coffee was excellent.
A1 for service
Unusual to say this, but the chap fitting 2 new tyres got one on the wrong way round. Having put it right 2 days later when I spotted it, he left the locking wheel nut in his pocket! We all make mistakes, but management need to stay awake here.
Until the rattle gets sorted that I reported under warranty but didn't get looked at because it went away for a while, I won't be fully satisfied. I still feel that it is a 'get the car in and get it out quick' approach.
Very good service and willing to negotiate
I don't really know what was done - I'm surprised that there was no detailed feedback. I was told (as an afterthought) that there was a nail in a tyre but on close inspection at my local garage and tyre dealer this turned out to be an embedded stone.
Picking the car up made this answer what it is!
good customer service on time and accurate bill info
Helpful and professional staff; great premises with convenient drive in service access; car ready promptly and has never been so clean!!
See above answers
My car was thoroughly checked over and I can always guarrantee that it has been done to the highest standard by the service department
See comments above.
Extremely efficient and helpful.
I had arranged for a body shop technician to check a couple of dinks on the car whilst it was in for service. He didn't get to it in the time. The service reception guy took some photos to facilitate things but have heard nothing.
Home collection/delivery very convenient. Service seemed to improve car smoothness.
All worked as planned
Good efficient work
Even though the news was bad I.e expensive repairs I was not pressured in to anything and it was all explained clearly to me and options given.
Staff, as always, are very pleasant. Only complaint would be that the car was left with an awful lot of smears from its 'clean'. Seemed a bit rushed.
The fault was not found told I would need to book 3 weeks in advance to road test with rechnician really!! And my car was dirty after the road test which they found no fault!! Plus other reasons
Good service but took an hour longer than expected.
Although only having the first service on the car, we were looked after well.
Efficient service. Lift (both ways) was very helpful and prompt.
New premises very impressive.Everything was carried out as described by your staff when leaving my vehicle
Good pre service communication and welcoming waiting area
Could not fault.
Booking process and reminders all good. Brake pads replaced, but brake squeal is still evident, hence the slight mark down.
Cotswold BMW provide an excellent service, always with a warm welcome and friendly faces.
Helpful friendly staff, fantastic surroundings in which to wait whilst the work is being done
A quality encounter with a team at Cotswold who know you, know your car and go out of their way to be helpful and attentive. Each time I come away feeling very "looked after". Courtesy drinks/refreshments are trivial but def add to the experience.
Friendly and they always accommodate.
Courteous and helpful staff. Great facilities. Car ready at the promised time.
We have always been treated fairly and honestly by the service personnel, particularly by Andrew McAdam.He has always gone above and beyond for us! Thankyou Andrew!
Left auto door locking on - can't turn it offLet down with lift to town
Car was fixed - however they mentioned a couple of things for me to buy and replace myself. Would've appreciated the option for them to do it for me there and then for a extra charge.
It would have been good to know in advance that the lift offered involved dropping off 2 other individuals, making a 15 minute commute take nearly an hour. Next time I will use the collection from my place of work.
Kept informed, barista was great
Pleas see answer to question 1.
I was waiting on the premises whilst my work was carried out and because I have a dash cam fitted, I know that I could have had my car back at least an hour earlier than it was presented to me. It was just sat waiting in the car park.
The reason for that low score is that when I bought the car there was a scratch on the passenger front door, there are reasons why I did not put it in earlier for this to be done, Paul Frith was really helpful. But the scratch is still there not done
so helpful and tuned my mobile phone into the car, and explained how the were doing it.
please see my above answer for first question. However in brief the centre lost my car, did not provide me with free health check paperwork. Refused the call me back, promised to e msil me report which took three days
Detailed explanation of what had been done during the service. Advice that the tyres need changing soon, with a quote for the work.
For an oil service from start to finish it took 2 hours! Nice to have free coffee and pastry though.
Communication was very good.They simply delivered what was promised.
Car was cleaned but windows badly smeared when car collected
Quick booking, early appt, good booking in, collection not as slick bit disorganised - i dont need to wait and see the same guy to pay and collect as i saw booking in i just want to pay and get home!!!
An issue involving the radio losing signal was quickly rectified when they investigated it further. They found out the back window had a connection fault so replaced the window. Very happy with how concern was dealt with.
Very good service from start to finish. 5* dealer
I have dealt with Calvin for at least 5 years.He knows how I like to understand what has gone wrong with a vehicle and why.Even today I have had a possible problem with a clutch switch and he has fitted me in next Tuesday to fix.
Because it was flawless
Tyre not correctly inflated. Had to leave Cotswold and go to local garage and inflate the tyre!
MOT CARRIED OUT PROMPTLY AND AT COMPETITIVE PRICE
Great service although car came back with oil level high on computer so would have been better if they had checked this as known fault.
The car is displaying that a service is due in 3200 miles which is wrong. I haven't contacted the garage about this yet as been too busy but obviously needs rectification
Great, dealt very well with company car lease company
Work diagnosed and carried out within a prompt timescale.
I had to wait for my allocated Service Advisor both on drop off and collection. At drop off after waiting 10 minutes I was seen by another Service Advisor. I feel this was unacceptable due to 6 other staff members were just chatting to each other.
Completely satisfied as work was carried out exactly as specified.
A bit overwhelmed after our BMW Cheltenham experiencesThe service agent Calvin was extremely helpful and went out of his way to give us a tour around the showroom
Eleri Watkin (BMW Cheltenham) went the extra mile to help the sale go through and supported me every step of the way.
My car needs to go back as the work carried out is inferior
Lovely new centre, friendly staff.
The work was done as expected, however, the valet has left several polished aluminium trim pieces with wax/ detergent stains which I cannot remove.
as stated above the staff were all very courteous and helpful. They all seemed to share in the customer experience. It wasn't just down to the person serving coffee to clear the cups, sales reps and others seemed to scope and clean the area
Andrew McCadam is very knowledgeable of the product and always makes the effort to ensure our service experience goes well. Although now not as convenient, the new Garage is also a pleasure to visit.
Because after the service I always feel safe in the knowledge the car is fully checked and satisfactory.
Fixed the issue with my car quickly. Service could have been quicker in drop off and collection
Apart from the car being covered in water marks after a wash and the windows inside all grubby, everything was excellent
I trust them. When they find a problem, a seized bleed nipple on a caliper, they keep me informed and give me options. And when the replacement caliper from BMW turns out to be the wrong colour (shame BMW) they stop and ask me what I want to do.
The service team were all very helpful, I was well looked after by all staff
The new showroom didn't have quite that personal touch that the Gloucester one did. It was a bit flash and the gentlemen who dealt with me was good but not as good a little bit factual and not enough personal
The work that was carried out rectified my problem with the car
See above. Nothing to gripe about!
Very friendly staff and kept me informed.
No reason not to.
You seem to have dealt with the intermittent fault I reported to you.
I would just say as above. I was very happy. Also very nice showroom and a pleasure to be there. I almost asked for a job
I took my X5 into BMW after loosing a key, we did not know if they key had been stolen or lost so were very concerned. BMW booked the car in for the old keys to be programmed out and new ones supplied. Please call to discuss 07897 106442
The staff are great but as is often the case, you collect the car with the seat & mirrors having been moved and the radio tuned to a different station. Why do they do this?
The new BMW centre is very much a smooth operation, and the staff is very pleasant. I'm not happy with the decision made by staff to categorise the TWO buckled rear wheels as wear and tear, and quote me almost £1,500 to replace them.
You collected me to collect my car. Kept me waiting 20 mins to try to clean it, then said you didn't have time to clean it anyway. Total waste of 20 mins of my working day. CUSTOMER service. Clue is in the question
Friendly, efficient but no courtesy car. I was left without a car for over a week.
Quick and thorough, friendly and helpful and courteous staff
The customer-facing staff are key - I have found them attentive, understanding + responsive. The service work is consistently of a high standard. Special thanks due to Jody Boyle and also Mark Knibbs + Andy McAdam.
This was only a brake fluid change. The service indicator light wasn't reset and the service book wasn't endorsed. Minor things.
it took a lot of phoning and chasing to eventually get my car half sorted.This wouldn't of happened a year or two ago I realise though the move may of effected things ..but i am still left with badly corroded brake callipers
Video feedback on car
Collect and delivery
Car passed MOT which was great, but I was not told before I booked that had to pay. Which I didn't mind but I thought because the car been under 3 year old and having my previous services done for free.
Staff all extremely helpful
Andrew did all he could to resolve the issue but was thwarted by BMW GB/AG in not recognising the urgency of a VOR. Quoting 7 days to get a part in this day and age is really unacceptable.
A 90 minute service while you wait turned into a 3 hour service while I waited
Staff extremely friendly, service was superb.
Everything you need is now at cheltenham we had 2 cars booked and it was very efficient time was good and the showroom and facilities are excellent
As mentioned, the wheel hubs have been cleared of rust (car only 15 months old) but the callipers are still showing a little rust - I thought they would have been cleaned too
You carried out the service in the time specified without any problems
Very efficient and the video advice very helpful
Really satisfied. I dealt with a woman in servicing called Danielle or Daniella. She was very helpful, honest and friendly. I had problems with my alloy laquer (no fault of my own) and she went out of her way to sort it. Please relay this to her!
Danielle in customer service is excellent. Very professional and a credit to your team
They were quick, efficient and got my car back to me asap
Excellent communication and standard of technicians
Completely satisfied = perfect and it is very difficult to score this for a MOT failure and a £550 bill. However, the new facilities are great and the personal interaction was good.
When i booked i sent pictures of broken cruise control button and it was confirmed you had one in stock to fit. On visit i was told you were only checking and needed to order. This mean a third unnessary visit. It made me feel stupid!
Excellent &problem free service. Prompt attention and easy car parking.
Following the relocation of Cotswold I decided it was time to return from another BMW dealer whose customer service had badly declined . Definitely the right decision , great service and beautiful new dealership
Very easy and pleasant to deal with
Very professional but personal service
it was suggested that I should have the rear discs replaced but when I challenged this was advised that they were still 75% okay.
Great new building, layout, proper complimentary coffee, friendly staff.
Service took longer than advised
Prompt reliable service!
Excellent service and care
They managed to fix the coolant leak within 12 hours of the car being recovered, which I consider excellent. Along with the updates and usual excellent customer service I usually receive from them.
Very efficient and professional service
Very good knowledge of problem and solution.
Everything worked out fine. I arrived on time; the loan car was ready; the MOT/service was completed ahead of schedule; my car had been cleaned before I collected it.
Personal and friendly service. Dealt with by chap named Andrew - always informative and attentive to customer needs.
Very professional and efficient.
I brought the car in originally to solve an issue with a vibration at 70 mph. The front wheels were rebalanced and not the rears as you felt the tyres will need changing soon. But ultimately the fault wasn't fixed. The vibration feels just as bad.
Quick service, car ready earlier, good facility's
As always pleased with service. Very impressed with new venue, but at what point , if any , will costs filter through to customers?
Fantastic new facility, very good waiting area. Staff are brilliant.
Not bmw's fault and it was a new experience waiting for my lovely car in your new centre, I haven't the time to sit and wait and it took a little longer than anticipated. The facilities where very good. I was disappointed with the car wash and clean,
Service completed and work completed well
Very curtious and professional
Unable to fault the service.
Quickly sorted out the issue with my car and answered all my questions.
You failed to find the fault when I brought my car in. Failed to communicate effectively. You left me with a car unsuitable to drive. You failed to follow up as promised. Absolutely and totally fed up.
Great new fit out!
Excellent service within excellent setting - new facilities are extremely impressive.
Andrew Mcadam took ownership of the issue, liaised with Paul Le Hegarat at the Bodyshop, Paul and his colleague Mark gave their expert opinion and resolved the paint problem.
My visit to your new BMW centre was a fantastic experience and very futuristic, Well done
Accommodated at short notice due to date mix up and escorted around the dealership
Fast efficient service, completed on time.
Service was quick and explained. Made to feel welcome.
Car in for reset on lane awareness camera after new windscreen fitted. Didn't know I had this and nobody could ascertain I had (just got car) but actual service was good.
Polite speedy and efficient service.
Still waiting for follow up costs
Job done efficiently
Named person contact who kept me informed.
Great customer service - good coffee and all checks and MOT carried out seamlessly.
The MOT took longer than promised, there is very little to do waiting for the work to be done, you ran out of time to wash the car and you did not provide a bodywork quote I requested (this is the second time you have failed to provide this quote.
The problem was assessed quickly, a timely booking for investigation was made and the problem solved quickly. (Why the problem occurred is a BMW issue - not a Cotswold Cheltenham one!)
Good customer facilities, including parking. Polite attentive staff, including management..
My first visit to the newly opened dealership, what an amazing experience!!
Time it took for a service and oil change,
There isnt enough room to give my full answer. The service manger Andrew was fantastic and resolved a problem with the original booking not being honoured however it meant I had to reschedule a client meeting to Coventry as the car wasn't roadworthy.
They were very good at sorting out the car
Great service apart from on collection no advice about tyre pressure reset being necessary. Dealt with very efficiently .
Was told service would take 60 - 90 mins. After 1.75 I went to see if it was nearly ready and told it was but was being washed. Time taken in total 2hrs. Thank goodness of the free cups of coffee as a very boring 2 hrs.
Excellent customer service and reception.
Electrical issue involved the central console being lifted off....thanks for jamming the passenger seat belt under it !!Electrical console on dash no longer working
Excellent service, very friendly and organised.
Very efficient and friendly.
Courteous helpful staff, in an outstanding well designed comfortable building
Car serviced on time on budget.
My car was with you for 4 weeks just to replace an EGR valve. I received little or no communication and had to chase progress myself. I was given a VW rental car which I also said I was unhappy with - no response.
My car developed a fault and needed to be taken off the road. Within hours I had been informed what the problem was a temporary vehicle provided. The work was completed ahead of the expected timescale and my car was returned looking like new!
We found everybody to be very helpful and the service was completed to time.
Andrew McAdam kept me informed throughout
Car was recalled and returned cleaned. Return was later than originally indicated and many controls were reset to different positions from those when delivered.
Courteous service from all Staff from the man who picked up the car through to the telephone details regarding work done etc. All well explained. Car delivered back cleaned well and paperwork done.
Work completed as planned
Very difficult to get through to service by telephone I had 6 attempts at one stage, the service advisor I actually dealt with on the day for my wheel change was very helpful (Andrew Macadam) and the car was returned on time and clean
Our car arrived on time and we were treated very well.
Everything was well communicated and timely
As above. The staff worked well together (sales/finance/reception).
Each time we have leased a car we have been treated like royalty!
Salesman understood our requirements and constraints, and worked to get us a car within those parameters.
Everything went very smoothly and the young salesman did an excellent job. Even better the car arrived earlier tha expected.
I have been impressed with the professional way in which the transaction has been conducted by Eleri Watkin with whom I was able to communicate my requirements and in return receive a most helpful and knowledgeable response to the questions I posed
same as above
Easy sales process, friendly salesman and I didn't feel pressured about making a decision.When we selected the car, we knew it was the right car and were comfortable with its affordability.
Professional staff and great experience
Everything was so easy and prompt
The new Cotswold BMW Centre is gorgeous, was treated brilliantly at all times and the free coffee & pastries is an extra bonus!
Great service and the complimentary drinks and food always help. Gareth helped us every step of the way and on the handover was maticulous in ensuring my wife knew everything about her new car. Nothing was too much trouble for Gareth.
The overall experience 'end-to-end' was excellent. It was a pleasure dealing with Eleri Watkin at Cotswold Cheltenham. She has great customer care in explaining the purchasing process, build time table and the functionality of the car on delivery.
Top draw from start to finish
It worked out but would have welcomed more information of the deal proposed up front
Support throughout the process was very good. All my questions where answered and the whole process was as flexible as I needed it to be.
Very helpful team and great new building in Cheltenham
refer to point 1
Excellent personal service, made to feel a valued customer
Great customer service
I was dealt with in a professional but friendly manner and as this is our 3rd car from this dealership / rep, we find it comfortable and easy to deal with him.
On a couple of occasions I left messages with staff to pass on to the sales member dealing with my purchase. Unfortunately, these messages were not always passed on, resulting in a delay in communication.
Once the dealership were able to do the maths all went well and we enjoyed the experience
Andrew Cresswell (Sales) took time to establish my preferences and work out the right product/model based on negotiable elements. This required patience on his part.
Sales team tuned in straight away to my requirements for replacement BMW And came up with exactly the right car for me .
Phenomenal care and attention always - made me feel very confident in my purchase
Patrick was very helpful and friendly throughout the whole process
Excellent Service offered by Adam Harbour.He is the reason I bought my first new BMW
Attentive Service from both Sales Representative (Patrick) and Finance Manager (Joe)
The service I received was exceptional. Gareth Rees-Jones was really good he knew exactly what finance I wanted and made the car and the experience individual to myself.
No issues, choices were explained and finance options discussed and the car was available when I wanted it.
All my fairly persistent questions were answered and responded to in a direct and comprehensive manner. Jessica (and Adam originally) were extremely helpful and succeeded in resolving my dilemma in making a choice of moded, and details.
Difficult sometimes to contact sales person to find out delivery dates etc.
Helpful sales agent
I felt very looked after. My needs & requirements were understood & fully met.
Buying a new car is a complex process - I felt I was guided through it well.