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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.
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
Such a friendly efficient service. Thanks to all.
Greeted promptly by service staff,was able to leave vehicle near the door. Hospitality area,coffee etc. enjoyable.
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
Clean area, free drink and pastry!
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.
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...
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.
because the whole process went swimmingly
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)
Work handled efficiently and effectively.
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.
Very responsive to requests
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
Great building great location and great service
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.
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).
Always professional service
In for an MOT while I waited. Good experience in waiting area and good to look around new models in showroom.
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.
Answer above applies. Waited while my vehicle was serviced. Very pleasant surroundings and excellent coffee and pastries.
MOT slightly expensive but car returned in a clean condition. Unable to confirm what was done. Collect service worked well. Bluetooth still has problems.
Same as previous answer
Alloy wheel and tyre damaged. Only discovered next morning.
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.
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
See above comment.
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
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.
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
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.
Stunning new facility
Work done promptly and efficiently
Driver into and return from town made the difference
Fantastic staff and service, from start to finish very professional.
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.
Work completed on time, pick up service excellent, car cleaned to a high standard
Excellent as wellsway bath and better than dick Lovett
A total excellent staff service --- an excellent tour of the ultra modern service area.
Cotswold Cheltenham is very good at keeping me informed, and very helpful when things (unfortunately) go wrong
Everything done on time
Lots of wasted time spent waiting for a fairly simple problem to be resolved. Emma (?) in servicing was, in the end, very helpful.
Body repairs done well but had to return as model badge not fixed to car
Because of above
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
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.
Cotswold provide an excellent comprehensive service
Really good service
As above, efficient and site is well placed with easy access. Good customer relationship
Fast efficient turn around
The things that could have been better would have been:- Proactive contact (I phoned late on Day 1 about to set off to collect the vehicle only to be told at that time that it was not available)- No feedback on the 'other' items (rattle & SatNav)
All staff are very welcoming
As far as I am aware, everything was done as requested and the car was clean.
Couldn't have gone smoother!
Had booked in for an MOT which should have taken 1 hour. However, this did not happen as it took 2 and a half hours.
When I arrived, there was no friendly welcome; just asked 'Name?' then told to wait as person I had to see wasn't available - but there were five other people available !
The service I received was first class unfortunately I was left waiting for over an hour AFTER my car was finished before I found someone to say it was ready !!
Easy to organize
really polite, engaging and efficient, great new location
Following my recent service I found that:1. The date of my next MOT had not been updated.2. Following the fitting of a new tyre the on board tyre pressure monitoring system had not been activated.3. Tyre valve dust cap was missing.
It would be difficult to improve but there's always room to try!
Service was A1 as ever and got a free coffee whilst I waited.
I like the way you receive customers at the service department and informed of how things will be done.
I was disappointed that the vibration through the steering was not fixed.
I found the whole experience from the C&D to the work carried out very reassuring that everything had been done with quality & the video I was sent from the technician Chris Redman showing the car & explaining everything that he was doing excellent
very good phone response, helpful operator during booking process, service department were expecting me, and accommodated my wait appointment early as I had arrived early (which I had not expected!)
Problem resolved during a 90 min diagnostic session exceeded expectation
professional staff, who delivered a slick service.
All good apart from MOT couldn't be booked in. Turns out when I arrived it could....
My car was in for a recall (X1, air bag on passenger side, potential software problem). I was told by BMW that the car was needed for 2 days. When I checked-in, I was told the car was only needed for 1 day. The replacement car, was not available.
Don't answer calls, get service details wrong and I have to take the car back again to solve the issue.
from present and previous experiences.
For starters, the new showroom is superb. It's a great space to look around, but also to work from during appointments. I have been in twice recently for an MOT, and then follow up work, and both times the service has been exemplary.
As the above
I received a call to say one of the alloy wheels had a crack and needed to be replaced. Usually I receive a short inspection video from the mechanic to illustrate the problem. I received no video this time to prove this diagnosis.
See previous comment
Excellent service from my call in the morning , taxi to an urgent appointment, hire care by early afternoon
Helpful staff and well looked after during my visit to service centre and showroom
First experience at the new facility, from what I experienced in Gloucester the customer service has gone downhill.
Email already sent explaining issues
As above but lack of expected quote for bodywork at end of service reduces score slightly.
Good. Matched price for tyres
A good job done, also quicker than expected and a pleasant area inside to relax, read a paper and enjoy a coffee and pastry.
They left a bungie cord around my steering rack, which was extremely dangerous
Cheltenham service check in is easy & efficient. The waiting area & hospitality offered are exceptional.
I brought my car in to have the oil, and particulates filter, changed. When I asked why it was taking so long, I don't need to be told that; "the oil is hot!", I also didn't need tread depth measurements an other tests carried out.
A rear reflector fell off my brand new vehicle. The first service representative I dealt with clearly thought I was trying to mislead him in some way which made me feel quite uncomfortable. The issue was eventually resolved, but it took two visits.
Good service and loan car
Rediculous £200+ extra cost of wheel alignment I expected would be included with my 4 new tyres with a quote that included fitting!
Your guy are good and do their best but it seems you are so busy, too busy to cope.
See the above answer; its a totally different experience to what one received when visiting Cotswold Gloucester; thankfully, some of the Gloucester sales team are still with the company which does give some comfort
Have removed one start because was initially told I needed a new switch but on follow up visit the switch was instead repaired, so perhaps this could have been sorted on original visit.
Same as above
Dealt with a problem at short notice whilst I was away from home
The knowledge that everything required for the car is done very efficiently. Being kept fully up to date as to the length of time it would take to complete, and enjoying an excellent coffee and being able to view the new showroom.
personal attention on the day. I had a call advisingmy car would be ready 4pm. Being a new dealership I arrivd early so we could have a look around. Again the service area had a lack of anyone obvious to speak with. I got my car back after 5pm
The appointment was made for 8.00 am although afterwards was told it was 8.15 am but didn't leave until 10.30 am for basic brake fluid service and general check up even though they knew I was waiting!!!!
Service with a smile, a free coffee and kept up to date with progress. When advised the car would need to remain in overnight whilst a part was obtained there was no quibble about keeping the courtesy car for an extra day.
There was a mix up with a promised lift home when I dropped my car off. My home is now greater than 5 miles from the centre. When I was a customer of Cotswold Gloucester this wasn't a problem. This said I was given a lift but it wasn't planned.
Everything met expectation.
Exceptional and personalised service as always.
MOT test only
A video from the technician was a great touch advising me that all was OK with the under floor & brake discs.
All work done on time with good communication.
Can't find a fault.
Great service experience. Friendly staff. The staff always ready to answer any questions. Knowledgeable and efficient to sort out my car problems.
The Greeting in Reception and the whole process was excellent.
Slightly annoying that the car was returned with the BMW badge from the hub cap in the car (next to the gear stick) not on the wheel.A part was required which meant the car had to stay an extra 24 hours but fortunately we didn't need it back immedi
I felt I was well looked after and the Sales Advisor offered good advice without trying to sell products I didn't want
The work required was clearly explained, the technician valued my input then the appointment courtesy car when work was carried out, was efficient, timely and with no hidden costs. Availabilty of refreshments was well received.
Unfortunately I can't remember the name of the Service Desk receptionist but they were friendly, offered great advice / assistance and a pleasure to do business with.
The service advisor was very polite and helpful
As above.BMW is a quality car manufacturer, but the cost of the first service and the problems with investigating the warning lights fault, have seriously "dented" my trust.
Valeting of vehicle not completed
Everything was smooth and the service was great.
Fantastic customer service, always keeping you in the loop
The excellent overall service and communication was let down at the end; the handbrake was applied so hard on returning the vehicle in our driveway, my wife was unable to move the car for two hours, and missed urgent appointments.
Andrew McAdam and the team in servicing always make me feel like a valued customer
The new premises offer excellent facilities and customer care was impressive. The video with a summary of condition on the underside of the vehicle was useful, reassuring and innovative.
Mr Hatton looked after me very well and doing his best to sort things out.
superb facilities with staff service to match
This would have been 5 stars however, on the journey home I realised that my dash camera had been subtly unplugged (so the work would not be recorded), and it had not been plugged back in.
It seems a good job has been done.
First class customer service from all staff
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
I was dealt with quickly and efficiently
The new place is slick. However to wait a while an both drop off and collection.
Great care from start to finish
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
Great facilities, friendly staff, quick turnaround and minimal fuss
Friendly and costomer focus service staff
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
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 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.
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.
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
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.
A1 for service
My car was serviced on time and the coffee was excellent.
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!
Helpful and professional staff; great premises with convenient drive in service access; car ready promptly and has never been so clean!!
See above answers
See comments above.
good customer service on time and accurate bill info
My car was thoroughly checked over and I can always guarrantee that it has been done to the highest standard by the service department
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.
Extremely efficient and helpful.
Home collection/delivery very convenient. Service seemed to improve car smoothness.
Good efficient work
All worked as planned
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.
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.
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
Although only having the first service on the car, we were looked after well.
Good service but took an hour longer than expected.
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
Could not fault.
Good pre service communication and welcoming waiting area
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.
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
All staff very welcoming and good overall service
Easy to talk to, knowledgeable, polite, capable.
For the reasons mentioned above.
Gareth made himself available to answer any questions and provided us with an informed and courteous service.
Helpful staff. Always available to answer questions.
Good service from knowledgeable staff in comfortable, modern surroundings. Attention given to what I wanted rather than trying to sell what they wanted.
Initial error in the paperwork by the business manager with regard to annual mileage.
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
I was kept in contact about what was happening at every stage and enjoyed the experience of picking up my car.
All the staff that i dealt with during the whole process was very welcoming and helpful, which made everything run smoothly. And the centre itself is fantastic and such a nice environment.
As detailed above, the experience was very good
The experience at Cotswold Cheltenham BMW has been excellent. From the initial online enquiry in June to the final collection of the lovely new BMW on the 1st September the experience has exceeded my expectations.
Could not fault anything refreshments available and we were constantly updated of progress
Did all I could ask for. Made experience enjoyable.
Andrew Cresswell, my salesman, explained everything clearly, arranged a demo so that I was completely happy with what I was purchasing. This was important as I had made a mistake earlier in the year with purchasing a different make of car.
As said above, completely satisfied with the whole experience. Gareth our salesman was extremely helpful and accommodating.
Provided with one best price, no haggling, as requested. Regular progress reports during manufacture.
Amazing service, couldn't fault anything. Eleri was absolutely amazing :)
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