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Problem and service comes late and car cleaned.
Excellent job of servicing and repairing car.
3rd repeat visit in 18 months for DPF clean out.
Cannot fault the quality of service but it came at a premium price, far greater that anticipated and the symptoms suggested, £800 to replace a replace a simple valve seems excessive.
Car left in an unsafe / dangerous condition.After brake fluid change & MOT, car was returned with coolant cap undone leading to coolant loss that could have caused engine failure. Bleed caps not refitted to brakes and no video health check as usual.
The service facilities are much improved, Emma dealt with us from the outset and we were very impressed with her. Critically, the fault with the navigation module was fixed to our satifaction.
I always get first class attention
Cannot correct the problem with my Bluetooth not displaying contact names. Repeat visit required as a result - will be the 4th one. A car problem in my view as it does not occur with my phone in other BMWs, but does with another phone in my car.
quick and smooth
The staff are always very kind and helpful, in particular Danielle in service reception is always super helpful and Andrew (sorry i don't know his last name hes a master tech) from the workshop always takes time to explain everything.
Looked at options to sort problem out first
Oil filter access panel not secured correctly so had to revisit.. Still better than my experience last year so shouldn't complain
100 per cent satisfied.
Quick helpful lovely service centre answered my questions
Andrew McAdam looks after me well. It's like having the benefit of a large dealership and the personal touch or a corner garage.
Service on time car returned clean
Only one issue. The tyre pressure was 3.1 bar against recommended 2.2 on all wheels. I had to adjust.
Nothing was too small a point for these guys to sort out ..... even the coffee was good.
Keep you informed and very friendly
Courteous and efficient
All work is completed in an efficient & timely manner.The staff are always attentive & obliging.
friendly and hassle free , felt like they wanted to help.
Person I met in Service Reception apparently left work at midday. I wasn't informed when my car was ready for collection, and was unable to get any information by phone until I asked to speak to the Service Manager. Paperwork had not been done.
The car went in at 0830 for an MOT and a basic service, It was initially agreed to be ready at 2pm. When I arrived I was told the service facility was busy and could I collect later at 3pm. I agreed but at 3pm and on my way a phone received said 6pm
I WAS VERY PLEASED WITH THE SERVICE PROVIDED IN UPDATING MY SAT NAV TO THE LATEST VERSION. I RECEIVED A CALL WHEN THE UPDATE HAD BEEN COMPLETED.
Very happy, great service, may it continue.
Nothing was too much trouble, staff were polite and made the experience very personal.
See above. No customer service nothing for my money and no one cared.
From the beginning to end the process was faultless. The people in the service centre are friendly, professional and courteous.
Efficient, arrangements to suit my circumstances including collection from home. As it happened, on the day I didnt need a car. However I wasnt offered a courtesy car which could have been appropriate given a different situation.
The chattering doors issue was resolved, but the squealing brakes issue (which I unfortunately could not demonstrate) was not resolved. I will have to bring it back in at some point.
Very professional and efficient
Flexibility in arranging the service time slot and good communication
Super impressed with the new building and facilities. Friendly and professional staff. Excellent quality of work. Very happy overall. Despite being over an hours drive away, Cheltenham will be my preferred BMW centre from now on.
True professional approach carried out
Cotswold delt with the problem very efficiently and so, beyond the inconenience of having to take the car in to have a fault repaired in the first place, Cotswold themselves provided me with an excellent service.
Excellent customer service with additional care such as free barista service while I waited.
Car was picked up and dropped off by the agent. I had to however wait 2 weeks for availabilty of the pickup service.
Nice touch with the video sent explaining what is being done and what needs to be done
Again great service
Can't fault the service
Staff are very friendly and helpful. Calvin in perticular as he continues to provide top customer service dealing with an ongoing problem with my car.
Friendly staff, booking was easy, free valet wth my car service, staff friendly and video feedback was useful. Facilities there also good. Did get promised a call back when trying to book on which didn't happen, but other than that perfect.
Kept informed throughout
Martyn Jones was extremely helpful, and the work conducted was completed to a high standard
First class service provided. Car being cleaned was a bonus
Seamless service from start to finish
I asked for the tyres to be check and made the same pressure, a clean inside and a health check. I told the service representative when I would be in. He was on lunch when I arrived, I waited 15 minutes and was given no feedback
My car even came back having had a wash and brush up
My car door was scratched the day before the service and I was told it couldn't be buffed out but had to be resprayed so they would send me a quote.9!! Days later I am still waiting, this is not good
Excellent service with collection and delivery
As above, we brought the vehicle in at 10am and it was ready again by 1pm, this made a great difference, as we travelled from the forest of dean. This all happened from James's excellent customer service. A real attention to detail.
although there was a problem and some damage repair couldnt be carried out as planned, I was contacted straight away and given a suitable alternative which fitted with me
I was informed that warranty work was needed on the car a £250.00 excess was added to the receipt with no explanation of what was done.
Everything went according to plan
I was kept informed of progress, offered a place to work while my vehicle was worked on and the coffee shop staff were friendly and attentive.
Good service this time
I took my car which included inclusive pack so service was carried out fully and in a given time frame.It was courtesy service.So I paid none.But I would have given 5/5 if the brake fluid was too changed.But still happy with the courtesy service.
I had a pre paid service plan and told you several times. To release the car you made my partner pay for the work.
Polite courteous greeting when arrived. Dealt with very professsional by the customer service reason representative.
Very accomodating employees that get the job done. They treat everyone equally.
Because I was completely satisfied and the coffee was good !
The Service advisor was very personable and willing to explain in depth any technical issue, but also a good car related chat.
Job expertly done and great facilities in the waiting area
From the time I entered your service department I was looked after in a professional and courteous manner
Largely as above.All happens smoothly, politely, and on time.
Customer service was great, only marked down as the actual work was completed poorly first time round, however it was resolved to my satisfaction in good faith.
This was quite simply the best customer service experience i have had in a long, long time. Lots of companies purport to focus on the customer but rarely do they deliver, Cotswold Cheltenham BMW delivered 100%.
New facility is fantastic. Staff were excellent (especially Danni) and everything went very smoothly, including the replacement hire car while my X3 underwent its software reprogramme.
Very helpful staff. Amazing new building.
I asked Cotswold to "cure" the rattle from one of the rear dropdown tables - it is still there.The service and valeting, however were both first rate and the "sticky" sensor for the passenger seat belt has been completely cured.
Friendly service and all dealt with extremely professionally. Andrew McAdam was extremely helpful.
Excellent service received on every visit with efficient system of collection and conveyance of customers dropping cars off for service. Also comfortable waiting area and refreshments for customers whilst in the showroom.
Carried out an MOT, service and warranty check. Wasnt able to book a loan car. Car needs new rear tyres, prices quoted were approx £50 a corner more expensive than anywhere else.
Absolutely first class
Despite being advised that BMW would undertake a repair rather than replacement part the adviser progressed and resolved situation and re-booked for new part to be fitted
Perfect from start to finish
Easy arrangements for home collection and deliver. First service and one bit of warranty work all very satisfactory. Car nicely valeted on return
All Good, Car picked up and returned
Car was was collected and delivered at times arranged.I assume everything needed was done and car returned cleaned.
Kept informed as to progress although the video inspection sent by e mail is superfluous
the service was prompt (even though we were half an hour early) extremely efficient and polite but very friendly. We thought the building was beautiful and all cars on display both inside and out, were very clean and tidy.
Excellent booking experience with very efficient meet and greet upon arrival. Work carried out efficiently and within the expected timeframe.
Again - impressed; a fault found & thoroughly checked & rectified
The staff are polite and professional and kept me informed when a part had to be ordered, gave me options as to when this could be fixed. They also delivered my car back to my home address.
Al as expected !
Because I was very satisfied!
Dealt with issues politely and effectively
The work took a very long time for a simple fault. Therefore the cost was disproportionate to the fault
Excellent service and facilities. Outrageously high cost of parts (door mirror).
Fabulous new facility and top class customer care - seamless and a good experience. I'm only sorry that I shall have to wait for my next service before visiting again.
Excellent staff in service, who do evereything they can.
The availability for a service was within 7 days and there was plenty of flexibility with times/dates. Unfortunately there wasn't a courtesy car available but the BMW representative offered me a lift home with free coffee while i waited.
The service dept managed to fit me in at very short notice.From arriving & being greeted by Sophie Odam to being introduced to Craig Hatton who dealt with my serviceThanks also to Simon Bell for his attention to detail & careAll very impressive.
Efficient quick and great service
Your customer service rep was excellent
The car was quickly serviced and I aprticularly liked the video pointing out any issues. The service staff were very helpful.
The whole process was made easy, from being notified which person would be dealing with my car (Calvin) & then being kept updated until I returned and collected my car. Calvin was excellent & even showed me around after as it was my first visit.
Everything that needed doing was done and car cleaned ! Felt like taking a new car home
This would have been 5 stars but for the fact the issue is not completely resolved just yet
Staff were excellent, cafe was brilliant and made waiting easy
All staff are friendly and helpful, i get the impression that it doesn't matter whether or not you drive a 1 series or a 7 series, your treated like a valued customer.
I dropped the car off approx 9am & was told it shouldnt take too long & also that it would be washed. At 4.30 still no call so went to garage anyway. Car was ready in car park but had been left unlocked and unwashed. Dirtier than before due to dust
Friendly, helpful staff and lovely surroundings
God prompt personal service
Absolutely great no worries at all.
sorted out quickly and effeciently
My car, in for service, when collected the dash cams had been disconnected. When I discussed this with the service advisor, I understood the reason (operatives privacy) but I had a few hours of thinking my car had been used inappropiately.
It was a shame you could not sort out the "high oil level" problem but I understand that you didn't carry out the service originally and you suggested that to avoid a cost with yourselves, I should take it back to the other garage.
The amount of time I was kept waiting to pick my car up after the service, the original person I seen was busy, not once did he come over to say how long he was going to be, I seen some one else in the end
Andy in service was so helpful nothing was a problem and kept me updated on my exhaust change all the way even when I went of site I was kept updated on my cars progress via telephone even got to see inside the new workshop which was really nice
Very helpful and explained everything in plain English. Never waiting long and nice coffee.
The service staff at Cotswold were very helpful and efficient.
Always professional, friendly and timely
I've given this answer because I was completely satisfied with the service experience at Cotswold Cheltenham,
The staff always offer a warm welcome, provide good information and treat you as a person. This applies to Cotswold BMW only.
excellent service, very impressive facility, the best in the UK
Problem was solved
My purchase was handled very efficiently and smoothly from original interest through to completion.Shout out to Andrew Cresswell for his help and availability.
I visited Cotswold BMW on the 3rd October to book my car in for a service and told by a very friendly reception that they could carry it out there and then if I was happy to wait for an hour or so. I was very impressed with the service overall.
Generally happy with the professional service based approach .
Happy with service facility
Car repair was not finished at times promised due to wrong part
Always helpful and straightforward with no complaints over the years
Welcomed very well, replacement car was ready to go and hand over was smooth, no stags in and out. Well done. Happy. Customer.
Experience was trouble free
Would be 5 star but my car went in with a yellow oil service warning light on....It came back with a yellow oil warning light on and I had to add 1Ltr of Oil. It went in to have 2 new rear lights fitted, but this oil warning should have been spotted.
BMW assist excellent, service staff efficient too
Great service and free courtesy car
as said prompt courteous and well explained on handover at completion
Technician offered advice, was prepared to be flexible and created a solution that meant as little disruption as possible
The staff are very friendly and nothing is too much trouble. Very efficient staff.
Great customer service, efficient staff, all completed within expected timescales
Very helpful, customer foucused team who take a pride in the service they offer. A fabulous new premises also makes the hours drive worthwhile - there are several other dealers much closer to me that I could use, but I prefer Cotswold Cheltenham.
i got what i asked for and was made welcome.
Efficient, personable and informative. Facilities comfortable if waiting.
Sky was brilliant. booking in my car, going the extra mile to learn about the service and get the oil required. Ian's attention to detail and customer service were unequaled.
The service on my car was completed promptly and to my complete satisfaction.
All touch points were excellent
It's not obvious in your new centre in Cheltenham who is supposed to meet and greet customers coming in the door and there is no ground floor waiting area to support this if nobody is available
Excellent flagship facilties, a very personal service through professional, efficient and friendly staff who provide the continuity of support.
Everything went to plan, I used the collection/drop off service which meant I could carry on working whilst my car was being serviced.
Staff were very helpful and informative
Greeted promptly by service staff,was able to leave vehicle near the door. Hospitality area,coffee etc. enjoyable.
Such a friendly efficient service. Thanks to all.
My car was serviced under a service plan, which was fine. I did however not get an advise on the tread on my tyres, wear on brake pads etc, which is normally recorded on a sheet of paper - mine was left blank
When I asked if something else could be checked I was told this was only a service and anything else would have to be arranged.
Clean area, free drink and pastry!
Nothing seems to be a problem with friendly and efficient staff on hand.
The staff went out of their way to ensure the parts were fitted to my car despite being very busy with an open day at the dealership.They offered a great deal and the service was second to none.Workmanship top quality and the hospitality excellent
Would be good if a software upgrade for the Connected drive system was available as an option. I know I could do it myself but it would save time and effort.
It is hard to give more as there was a fault and they did exactly what they were meant too.
Did exactly as I expect. Easy parking.
because the whole process went swimmingly
The fault for which the vehicle was in reappeared within minutes of leaving the service. Having spent over two hours waiting for the vehicle whilst it was being diagnosed and fixed it was quite disappointing...
Everything was dealt with efficiently. The staff were all very friendly and accommodating, esp considering we had a moany 1 year old with us! The loan car was also suitable for our needs.
Friendly and efficient staff. Good communication.
The person I dealt with was helpful but the outcome of the visit was unsatisfactory.
The only reason you don't get the 5th star is because I had to book a courtesy car so far in advance (in other words I had to wait)
I would have given 5 stars but the Tecnition suggested that the two rear tyres should be replaced at this visit. They are well above the legal limit and the car does about 5000 miles a year. Also you are not competitive on tyre prices.
Work handled efficiently and effectively.
I have had to take my car in to be fixed for a noise in the boot area on two occasions and on neither occasion was the problem fixed. I left a message for Andy in the Service Department on 25th/9 - I have yet to receive a call back (29th/9).
Very responsive to requests
The car went in on a Thursday, I was told it was ready for collection on Saturday morning, but when I arrived at Cotswold BMW I was advised parts were still awaited! I was finally able to pick up the car on Tuesday.
Great building great location and great service
Your service manager was very effective in involving BMW for the repair, resulting in a lower charge to me. However my comments about BMW pricing above do still apply
In for an MOT while I waited. Good experience in waiting area and good to look around new models in showroom.
Always professional service
Answer above applies. Waited while my vehicle was serviced. Very pleasant surroundings and excellent coffee and pastries.
Everything requested was completed by the agreed time.
Service was good, facilities excellent - the new showroom is superb
My vehicle was repaired quickly and satisfactory.
Alloy wheel and tyre damaged. Only discovered next morning.
Same as previous answer
MOT slightly expensive but car returned in a clean condition. Unable to confirm what was done. Collect service worked well. Bluetooth still has problems.
I think Cotswold Cheltenham, via Andy Welsby and his team, epitomise excellent service. They really went the extra mile, not just in the work done on the car, but also in keeping me informed and ensuring eventual delivery according to my requirements
The level of customer service was 5 stars. However, the cream carpeting in my car needed washing after the service. It was oily. I do appreciate the fact that you do a car wash and hoover inside but please be aware of this as it always happens.
See above comment.
Video safety report awaiting me when I reached home after dropping the car off was a pleasant surprise. Finishing off hte exhaust mod took longer than I expected. Overall impression less personal than old system.
I was contacted beforehand about the visit so that I knew what would be happening when I arrived. The new premises at Cheltenham are very comfortable for customers whilst waiting. The car was serviced within a reasonable time
Stunning new facility
Great venue, easy access.
Welcoming staff, shiny new premises. The only thing that lost the team a half-star was that I was not offered a coffee on arrival, though I was asked to wait while my advisor finished with another client
Work done promptly and efficiently
Excellent communication from the service manager who gave me prompt and accurate update throughout the morning as investigation and rectification proceeded. I also liked being greeted as soon as I arrived in reception.
Driver into and return from town made the difference
Fantastic staff and service, from start to finish very professional.
Work completed on time, pick up service excellent, car cleaned to a high standard
A total excellent staff service --- an excellent tour of the ultra modern service area.
I was told that the work would take 1 hour, having arrived in good time I was somewhat surprised that it took 1 hour and 40 minutes with no explanation of why this happened.
Excellent as wellsway bath and better than dick Lovett
Lots of wasted time spent waiting for a fairly simple problem to be resolved. Emma (?) in servicing was, in the end, very helpful.
Following the supply and handing over my new car, together with the subsequent inclusion of new items to the vehicle, I am able to report that the service given by all your staff at all levels was excellent
Because of above
Everything done on time
Body repairs done well but had to return as model badge not fixed to car
Cotswold Cheltenham is very good at keeping me informed, and very helpful when things (unfortunately) go wrong
Very quick in making the appointment and I got a reminder. Easy to park and good lay out in the service department.
Service, end of warranty check & MOT performed as agreed, and new Cheltenham facility is vey impressive.
Amazing experience now like 10 years ago when we purchased our first Bmw
Friendly,relaxed pre-sale discussions, all questions answered and an acceptable offer. However, delivery was too long at 3 months for a factory order
No problems. Very helpful.
It felt like a show
Sales team were very welcoming and not pushy at all.The laid back feel and free drinks made you feel very relaxed.We as a family were made to feel as important as someone buying a very expensive model.
We were kept up to date throughout the process, all queries answered promptly and the handover was fun and thorough
Hassle free and a quick turnaround from signing to getting car.
Very impressive show room, a wide range of stock. Relaxing environment, whilst being very professional .
The staff have been professional at all times and went above and beyond to make us feel very welcome each time we visited.The car was delivered ontime, and explain the car controls to us and answered all questions
Only Issue I had was the long wait :) and that wasn't the dealerships fault!
Cannot complain everything was very good including the coffee
Courteous and patient, superb showroom, family well looked after too.
Patrick was amazing he kept me informed and helped me through my first experience of buying a new car
Have been before
Courteous and helpful. Nothing too much trouble. Everything clearly explained
From first contact the salesman was polite, respectful and keen to help without being pushy. From the moment I made my decision to purchase a vehicle the whole process could not have been smoother.
Sales and finance team worked well together and this really helped
Everything absolutely spot on.
Very poor missed my option of my vehicle.
Completely satisfied as we didnt feel rushed in any way. We were guided to what type of car engine and ride would suit our needs.
Great service, polite friendly staff, great experience
An excellent showroom and a great customer experience when collecting vehicle.
Generally very happy. Minor delay on when car would be available. Payment of balance of funds werent transferred to my bank account until a week after handover.
Friendly, enthusiastic staff who may the experience feel very special
Adam was able to change arrangements for collection at very short notice and was very supportive generally
A very well run business. Everyone played their part in giving me, the customer, a brilliant experience. Eleri was such a nice down to earth person who I very quickly trusted. Shegave me confidence that I was making the correct decisions.
Great new facility and Matt Parry was very professional and responsive. I was not actively looking to change the car just yet but he accepted the challenge of putting a deal together to make it an easy decision for me and hence we have a new car!
Better than previous experience
Adam Harmer from Cotswold BMW was really great to deal with. Massive advocate of BMW products and a true gentleman.
The car I purchased really has filled me with a great buzz and has made me want to enjoy driving yet again!
There was some miscommunication at the beginning, outside of Cotswold's control, but then it was well handled in the end.
Dissatisfied with the condition of the vehicle paintwork. Very pleased with the way it has been rectified though!
A very easy and comfortable purchase
Really straightforward and easy. James Seal and Andy Welsby were really helpful.
All staff very welcoming and good overall service
For the reasons mentioned above.
Easy to talk to, knowledgeable, polite, capable.
Gareth made himself available to answer any questions and provided us with an informed and courteous service.
Helpful staff. Always available to answer questions.
Initial error in the paperwork by the business manager with regard to annual mileage.
Good service from knowledgeable staff in comfortable, modern surroundings. Attention given to what I wanted rather than trying to sell what they wanted.
The Centre itself is a superb building and adds to the overall experience with its coffee shop, space, seating, - a pleasure to visit. Reception could be improved as the salespeople could not be contacted when we arrived on time for two meetings
Clearly the best dealership i have visited. Amazing facilities
Great support and Adam Harber (Sales Exec) who went the extra mile to help and support my purchase.
It would have been 5 but the final part of the delivery, although fantastically choreographed, felt a bit rushed