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First class service provided. Car being cleaned was a bonus
Martyn Jones was extremely helpful, and the work conducted was completed to a high standard
Seamless service from start to finish
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
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 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
My car even came back having had a wash and brush up
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.
Excellent service with collection and delivery
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
Reason as previous
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.
I had a pre paid service plan and told you several times. To release the car you made my partner pay for the work.
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.
Polite courteous greeting when arrived. Dealt with very professsional by the customer service reason representative.
Good service this time
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
Very accomodating employees that get the job done. They treat everyone equally.
Because I was completely satisfied and the coffee was good !
From the time I entered your service department I was looked after in a professional and courteous manner
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%.
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.
Largely as above.All happens smoothly, politely, and on time.
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.
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.
Friendly service and all dealt with extremely professionally. Andrew McAdam was extremely helpful.
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.
Easy arrangements for home collection and deliver. First service and one bit of warranty work all very satisfactory. Car nicely valeted on return
Perfect from start to finish
Absolutely first class
All Good, Car picked up and returned
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
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.
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.
Again - impressed; a fault found & thoroughly checked & rectified
Kept informed as to progress although the video inspection sent by e mail is superfluous
Excellent booking experience with very efficient meet and greet upon arrival. Work carried out efficiently and within the expected timeframe.
Car was was collected and delivered at times arranged.I assume everything needed was done and car returned cleaned.
Al as expected !
Dealt with issues politely and effectively
Because I was very satisfied!
Excellent service and facilities. Outrageously high cost of parts (door mirror).
The work took a very long time for a simple fault. Therefore the cost was disproportionate to the fault
Excellent staff in service, who do evereything they can.
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.
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.
Your customer service rep was excellent
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
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.
The car was quickly serviced and I aprticularly liked the video pointing out any issues. The service staff were very helpful.
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
Everything that needed doing was done and car cleaned ! Felt like taking a new car home
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
God prompt personal service
Friendly, helpful staff and lovely surroundings
Absolutely great no worries at all.
sorted out quickly and effeciently
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
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
The service staff at Cotswold were very helpful and efficient.
Very helpful and explained everything in plain English. Never waiting long and nice coffee.
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.
Problem was solved
Always professional, friendly and timely
The staff always offer a warm welcome, provide good information and treat you as a person. This applies to Cotswold BMW only.
I've given this answer because I was completely satisfied with the service experience at Cotswold Cheltenham,
excellent service, very impressive facility, the best in the UK
My purchase was handled very efficiently and smoothly from original interest through to completion.Shout out to Andrew Cresswell for his help and availability.
Happy with service facility
Always helpful and straightforward with no complaints over the years
Generally happy with the professional service based approach .
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.
Car repair was not finished at times promised due to wrong part
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.
Great service and free courtesy car
BMW assist excellent, service staff efficient too
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.
as said prompt courteous and well explained on handover at completion
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.
Great customer service, efficient staff, all completed within expected timescales
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.
Staff were very helpful and informative
Everything went to plan, I used the collection/drop off service which meant I could carry on working whilst my car was being serviced.
Such a friendly efficient service. Thanks to all.
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.
Greeted promptly by service staff,was able to leave vehicle near the door. Hospitality area,coffee etc. enjoyable.
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
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
It is hard to give more as there was a fault and they did exactly what they were meant too.
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...
because the whole process went swimmingly
Did exactly as I expect. Easy parking.
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.
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
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
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.
Always professional service
In for an MOT while I waited. Good experience in waiting area and good to look around new models in showroom.
MOT slightly expensive but car returned in a clean condition. Unable to confirm what was done. Collect service worked well. Bluetooth still has problems.
Answer above applies. Waited while my vehicle was serviced. Very pleasant surroundings and excellent coffee and pastries.
Same as previous answer
Alloy wheel and tyre damaged. Only discovered next morning.
My vehicle was repaired quickly and satisfactory.
Everything requested was completed by the agreed time.
Service was good, facilities excellent - the new showroom is superb
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.
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.
Work done promptly and efficiently
Stunning new facility
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
Driver into and return from town made the difference
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.
A total excellent staff service --- an excellent tour of the ultra modern service area.
Excellent as wellsway bath and better than dick Lovett
Fantastic staff and service, from start to finish very professional.
Work completed on time, pick up service excellent, car cleaned to a high standard
Because of above
Lots of wasted time spent waiting for a fairly simple problem to be resolved. Emma (?) in servicing was, in the end, very helpful.
Everything done on time
Cotswold Cheltenham is very good at keeping me informed, and very helpful when things (unfortunately) go wrong
Body repairs done well but had to return as model badge not fixed to car
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
As far as I am aware, everything was done as requested and the car was clean.
All staff are very welcoming
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)
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 was disappointed that the vibration through the steering was not fixed.
Problem resolved during a 90 min diagnostic session exceeded expectation
All good apart from MOT couldn't be booked in. Turns out when I arrived it could....
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!)
professional staff, who delivered a slick service.
I like the way you receive customers at the service department and informed of how things will be done.
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.
As the above
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.
from present and previous experiences.
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
A good job done, also quicker than expected and a pleasant area inside to relax, read a paper and enjoy a coffee and pastry.
First experience at the new facility, from what I experienced in Gloucester the customer service has gone downhill.
Email already sent explaining issues
Good. Matched price for tyres
As above but lack of expected quote for bodywork at end of service reduces score slightly.
Cheltenham service check in is easy & efficient. The waiting area & hospitality offered are exceptional.
They left a bungie cord around my steering rack, which was extremely dangerous
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.
Rediculous £200+ extra cost of wheel alignment I expected would be included with my 4 new tyres with a quote that included fitting!
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
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.
Only Issue I had was the long wait :) and that wasn't the dealerships fault!
Courteous and patient, superb showroom, family well looked after too.
Cannot complain everything was very good including the coffee
Have been before
Patrick was amazing he kept me informed and helped me through my first experience of buying a new car
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.
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.
Friendly, enthusiastic staff who may the experience feel very special
Dissatisfied with the condition of the vehicle paintwork. Very pleased with the way it has been rectified though!
Adam Harmer from Cotswold BMW was really great to deal with. Massive advocate of BMW products and a true gentleman.
Adam was able to change arrangements for collection at very short notice and was very supportive generally
The car I purchased really has filled me with a great buzz and has made me want to enjoy driving yet again!
Better than previous experience
There was some miscommunication at the beginning, outside of Cotswold's control, but then it was well handled in the end.
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!
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.
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.
Could not fault anything refreshments available and we were constantly updated of progress
As detailed above, the experience was very good
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.
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.
Did all I could ask for. Made experience enjoyable.
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.