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Excellent communication and standard of technicians
They were quick, efficient and got my car back to me asap
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!
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
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.
Excellent &problem free service. Prompt attention and easy car parking.
Very professional but personal service
Very easy and pleasant to deal with
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.
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.
Service took longer than advised
Very efficient and professional service
Very good knowledge of problem and solution.
Personal and friendly service. Dealt with by chap named Andrew - always informative and attentive to customer needs.
Very professional and efficient.
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.
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.
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.
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,
Very curtious and professional
Service completed and work completed well
Unable to fault the service.
Fast efficient service, completed on time.
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.
Great new fit out!
Quickly sorted out the issue with my car and answered all my questions.
Accommodated at short notice due to date mix up and escorted around the dealership
Excellent service within excellent setting - new facilities are extremely impressive.
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.
My visit to your new BMW centre was a fantastic experience and very futuristic, Well done
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.
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.
Great customer service - good coffee and all checks and MOT carried out seamlessly.
Time it took for a service and oil change,
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.
They were very good at sorting out the car
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!)
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.
Excellent customer service and reception.
Great service apart from on collection no advice about tyre pressure reset being necessary. Dealt with very efficiently .
Good customer facilities, including parking. Polite attentive staff, including management..
My first visit to the newly opened dealership, what an amazing experience!!
Excellent service, very friendly and organised.
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
Courteous helpful staff, in an outstanding well designed comfortable building
Car serviced on time on budget.
Very efficient and friendly.
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!
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
Andrew McAdam kept me informed throughout
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
We found everybody to be very helpful and the service was completed to time.
Car was recalled and returned cleaned. Return was later than originally indicated and many controls were reset to different positions from those when delivered.
Cotswold always deliver top service and now in a fantastic dealership too!
Job was done satisfactorily and on time
Fantastic new set up loads of room
MOT and service were fine but oil leak not so much. Leak was fixed but the area wasn't cleaned afterwards so I continued to have residual oil dripping in my garage. I got under the car and cleaned it myself. Plastic cover not fitted properly either.
Not sure where to go to drop off keys for work i.e what desk, every desk busy so where do I stand/wait.Compared with previous car washes this one was poor.
The service was fine, and the cas was washed, but there are a few niggles - the new fee for collect/deliver, wiper blades not in stock, £130 to replace a sun visor (not Cotswold's fault, of course) so the experience wasn't perfect.
The ' next service' indicator has been correctly moved on by 16,000 miles but then states that the next service is due in June 2017. Presumably, this should have been moved on to June 2018.
Service from Craig good. However, I had been booked prior to the day for a lift to cheltenham. On arrival, with another staff member, I asked where/what time etc. I was told to wait upstairs and they would find out. 40mins later no response.
Very professional Love the new digs Excellent cappuccino Service advisor on the ballWell done
Welcomed on arrival. Allocated to a staff member who managed the whole process with professionalism
Work was fine. Paperwork review and payment was too slow at the end of the day. Maybe due to settling in at the new premises. Staff were too busy leading to a 15 minute wait to pay.
Phones not working properly and new place too much like an airport.
I'd expected my car to come back shiny and clean and valeted so was dissapointed.
Lovely to see the new premises - been directed to the correct place etc - very pleasant staff and efficient. Enjoyed the coffee upstairs!
We were sorted out quickly and efficiently. Andrew was very good at sorting an issue we had.
Excellent service, everyone I came in to contact with was very friendly, beautiful new building, running very smoothly on only day two when I visited. Well done.
All the staff who dealt with me, from meet and greet to booking-in were exceptionally professional and helpful.
I was informed spark plugs were "badly corroded and rusty". Only for this to be changed to "faulty" after I informed that the car was serviced only a month ago by Cotswold Bmw. Left me wondering if the spark plugs were changed on original service...
Wiper blade issues
I was received on time, a driver took me home and the faults were fixed under warranty as expected. The car was available on time the next day, cleaned and ready to go.
The new facility is state of the art efficiency! The reception I received was first class and the whole process from start to finish was outstanding.
quick and satisfactory
Car returned with dirty oil marks on floor mats. Although resolved, this required an additional visit to the dealer and therefore involved extra costs (time & money) at my expense. Not the quality of service expected!
job done within time specified - waiting area & facilities fine
service incomplete created a new problem
Everything was completed fully and on time
Dealt with promptly and car ready for collection at the time stated
Wasn't informed at time of booking that it required an overnight stay to check valve clearances from 'stone cold'.
Good efficient service.
Was given a mini as couresty car when told I would be given a BMW
Front tyres over inflated and almost illegible work sheet.
Everybody very helpful.
Very happy and confident with the work carried out in Cheltenham
Attentive top service
Great service from the team at Gloucester as always
all work was completed in the agreed time slot and at a very competitive price
It was satisfying
I had problem with car end of day and someone looked at it straight away
All expectations were met.
Sent directions to avoid driver getting lost, appeared not to be passed on. Sat Nav gets the last part of the journey wrong. Requested handbrake adjustment didn't appear to have been attended to or commented on.
I had to wait longer than expected and was not kept updated as to why there was a delay
I'd specifically logged an intermittent fault with the automatic tailgate, only to be told when the car was handed back that there was no problem. The assumption was that I did not know to press the button. This wasn't the case and it's still bust.
Good service and explanation of work that was needed.
Andrew the service manager was, efficient, professional and courteous throughout.
Once again I had to rely on the bodyshop services which proved to be excellent like the first visit.
Fast and efficient, communicate any issues well./ Liked the video with commentary.
Always excellent customer service. Fixed the issue with the air conditioning within time stated and kept me informed.
Because your service dept was so helpful and couldn't do enough for us thanks very much
Efficient service. Car valetted.
Andrew was always very helpful and welcoming and always seem to have the time to help.
My car was collected and returned at times suited to my convenience. I was advised by 'phone that the work had been completed with no problems & no further problems had been observed.
At Cotswold, I am always made to feel that I am valued as a customer. So many places these days seem to think that customers are a necessary evil !
The staff are always friendly and helpful. The information I was given was accurate and timely.
lovely staff very helpfull
They fixed the problem with the vehicle but it has come back to me with scratched on the drivers door so has to go back in to have these sorted
Service was Ok not exceptional but functional. Nothing wrong with the service but waited quite a while.
I asked to be picked back up as late as possible,was told that 16.45 was the latest.This wasn't massively convenient.was called to state my car needed work and it may not be ready for 5. When I queried getting back,guy said he'd call.....cont below.
Danielle Stewart from the service department is excellent as always. Perfect customer service skills. Fantastic communication. Always puts the customer first.
Had arranged for someone from the bodyshop to be available to assess some work but someone was only available due to a coincidence, the request had been missed.
The car still had the original fault after being returned. As I type, it is still with the dealer having had another part fitted which still didn't cure the problem so an ECU is on order.
When making appointment I was asked to attend at 5pm day before service for a road test. Arrived to be told there was no point in doing a road test as it's rush hour! Thus my time was wasted. Issue was fixed though - with a simple wheel balance.
Professional execution with individual individualism.
Very good service
Because I was very satisfied
Excellent treatment all round
Very friendly,always with a smile, make us feel like part of the BMW family. Very efficient work and car was returned in a very clean condition, thank you.
Service completed in the timeframe stated, car washed and valeted. All very good.
Extremely efficient as usual
Had to wait in the showroom for a long time to collect a loan car. Not ideal as I had a busy day. Also, loan car was dirty inside from previous occupants.
The service was very good
Every thing went to plan,collection,service,delivery.
Everything was good except I requested that my car wheels and outside of the car were not cleaned as BMW use a acid based cleaner but when I collected the car the wheels and body was clean.dissapojnted with this as I never use them
Staff always very helpful, work completed on time
Arrangements for time of service were incorrect with poor verification of arrangements, once the car had been left at the garage I was left waiting for over an hour before the lift I had been promised was available.. impacting my working day
Completed as planned and ahead of schedule
A very easy process from dropping the car off and collection
Efficient, friendly, fast
Everything handled efficiently. Service very helpful and mechanic himself was more than happy to talk to me
My service was set up for one week then because of Cheltenham races it had to be changed. This should have been clear in advance. I requested a software upgrade which I was assured would be possible in the time but I now have to rebook for 4 hours.
My car is collected and delivered back to me and the Service Engineer always calls to tell me that the service has been done and the car is on its way home
understaffed so couldn't provide the service I expected. Worst things were not calling back during day and then saying car would be ready in a day only for it not to be and only my call found this out. I then had late calls to get hire car next day.
Efficient and accurate work, with useful 'video' feedback of the MOT. However, see Answer 2 also.
Helpful, friendly .... went beyond themselves to help me get to garage to pickup my car when I was struggling
Courteous and helpful staff and job done on time
excellent customer service as always
Eleri Watkin has been consistently pleasant and helpful nothing has been too much trouble for her.
Very good service at reception and lift /collection from town centre. My car service would seem to have been completed well.
The initial contact with service staf was not brilliant. Person on phone and no acknowledgement given
Fast efficient service. Really helpful staff
Brake judder issue satisfactorily resolved although price for repair seemed high, despite new customer discount offered.Appreciated lift to/from town.
Easy process like always
Everything was great
A footprint of oil was left on the driver's carpet mat.
Staff polite and efficient. However at my end of warranty check I was told I had to pay to have my screen wash bottle cleaned as it was not functioning (i flagged it up). Allegedly my fault but I don't agree with that at all.
Customer service quality is usually outstanding. The reason for a 3 star rating was that I specifically requested for a price estimate for the repair but was not provided when I called, only to receive a final bill that was out of the budget planned.
It was done quickly and efficiently and all under warranty.
Polite professional staff. Very pleased with service,
Good communication and follow-up.
Always feel looked after and valued.
Attention to detail. Friendliness and attention to detail.
The whole experience from customer service, waiting area and the time taken was perfect.
Job well done, Excellent advice from Craig your service Advisor.
Was straight forward dropping car off and picking up again when it was done. No delays or anything. Had a nice coffee while I was waiting! Helpful, friendly staff.
Efficient as ever and friendly service staff make it a very pleasant experience. This is my fifth BMW so I have got to recognise and have a rapport with many of the guys.
No problems encountered, service was effective and efficient.
because they did all what they were going to do
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.
Once the dealership were able to do the maths all went well and we enjoyed the experience
Phenomenal care and attention always - made me feel very confident in my purchase
Sales team tuned in straight away to my requirements for replacement BMW And came up with exactly the right car for me .
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
No issues, choices were explained and finance options discussed and the car was available when I wanted it.
Attentive Service from both Sales Representative (Patrick) and Finance Manager (Joe)
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.
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.
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.
I a truly amazed how good the customer service is at BMW Gloucester.
Gareth from the Gloucester branch was fantastic from start to finish and made the whole process so stress free.
Very good service made very welcome by all the team at BMW found the spec of the car we required the next day. Very pleased with every aspect of dealing with the Cheltenham team.!!!!!! Ton Harris and Andrew Cresswell 1st class!!!
Andrew worked hard to find an X5 to meet my budget/requirements/timescales. Only issue was on the day of handover where I discovered that the 5 day insurance referred to in the handover pack was no longer available - I had to arrange at short notice
Adam gave us superb service from the moment we walked in the show room.Dan gave us all we required on our test drive and was informative and put us at ease thorough out.we felt Adam had our needs uppermost at all times and was never pusshy.
Great advice and very friendly staff. Couldn't do enough to help. Really worked hard to get to a good monthly figure and gave us a toy teddy for our baby as part of delivery.
Excellent service from James seals and great car
As always with these surveys as a long time customer at Cotswold BMW I have always had the very best of service and attention from whichever staff I am dealing with.
Good service and a free loan car provided whilst we awaited delivery. Nothing was too much trouble
sales person wasn't very knowledgeable about the vehicle and its features. felt that i knew more than they did (the sales person in question was no longer with the business when i collected the car - the rest of the staff were very good)
Brilliant customer care! I was kept up-to-date with ever step of the process.
I have found all the staff at Cotswold Cheltenham very helpful. It was a pleasuredealing with the salesman Andrew Cresswell; I liked his manner and way of connecting with the customer
Very competitive deal.
The sales person, Eleri Watkin, was friendly & welcoming, very helpful answering all my questions and then keeping me informed on the progress of the car.
Great salesman (Gareth @ Cotswold Gloucester) who worked hard to get us the right deal and made the process a smooth one.
Communicated well throughout and tried hard to resolve a problem with the navigation system caused by another dealer using the allocated code
Eleri Watkin was excellent throughout, in sourcing the right car, and keeping me informed of progress from order to delivery.
.....at the end of the process . Excellent sales personnel and a manager who responded well .The initial purchase experience however was disappointing and I nearly left BMW for another brand as the purchase deal on the table was unacceptable.
The salesmen were fantastic when I first visited to order the car and did a very good discount for me. But on collection day I arrived at a pre agreed time but none of the paperwork was ready so the collection took ages.
There was a delay in delivery which was only communicated to me in the afternoon before collection was due.
It was unfortunate that my sales person left part way through the process so I felt, maybe unfairly, that I rather "slipped through the net" during the final stages.However, the actual handover was dealt with satisfactorily.
Always kept in formed and knew what was going on all the time, Jessica tea helped alot and bared with me being away alot always got back to me very quickly with responses
Very professional staff
Adam Harber provided an excellent experience from start to finish - couldn't have asked for more
Exceptionally helpful, friendly, no question was too daft and all the questions we didn't think to ask were answered.
Good staff. Understanding of needs. Knew how to interact and engage.
Car is very good. But I was very surprised when I got the car home ti find it did not have electric automatic wing mirrors, either with a switch inside of the car or on the remote key fob.Very disappointed with that.
Adam Harber was excellent as always. He knows what he is talking about and provides excellent customer service. He gets to know his clients on a personal level too which is appreciated.
After being subjected to an appalling standard of customer service from my local BMW centre in Swindon, I contacted Cotswold to take over the transaction through to fruition. Thankfully they did, and from that point onwards everything went smoothly.
Andrew did his best for us
Excellent advice and service from the sales rep.
Eleri at Gloucester BMW was exactly the right sales person for us. She helped us make up or mind and give the test drives we required. Excellent Service.
James was great
Andrew was very helpful and was happy to go "the extra mile"
Excellent service from all the staff with whom we came into contact
The hard sell of the Shortfall Insurance nearly ruined what was otherwise a good experience. The Business Manager should learn that "No" really means "No" and not keep trying to push.