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Craig, the member of staff who was dealing with my appointment (for a de-tox) was brusque to begin with and barely spoke to me. He was busy finishing off something else and his manner was not at all what I expect from BMW.
Cotswold advised they could not apply powder metal to my alloys before they diamond skimmed them, then advised that there is now not sufficient ally left to skim again if they get scuffed - and would need a new wheel. Not Happy.
There is not enough text available in the box to provide details but no details at any stage were provided, and the paperwork detailing the cars condition and status was not completed and I found some of the staff rude and difficult
OK but problems were not anticipated leading to delays
The MOT got done, the Valet was terrible.
Arranged a courtsey car at short notice, very flexible with regard to return and pickup. Very happy with the work completed on my car.
Went in for airbag recall and left with an airbag warning light on , which was not on before!!
Excellent staff, with a short wait to be seen, love visiting Cotswold Cheltenham.
Very pleased dealership and experience with the service department there.
Efficient service and follow up arranged for a longer leadtime warranty item.
They have always looked after my car since 2003 Runs like new I
Did the job needed
Always receive good customer service. Craig is a good guy
It would take too long here to state the reasons, but I would be happy to do so face to face. BMW have always put things right once I have been able to speak with the manager, but that does not excuse the fact that it should not have happened.
The work was supposed to take
Because Cotswold Cheltenham dealt with my query, ordered my parts and had them delivered far quicker than Syntner Sheffield and Stephen James Bromley.
Same as above
Service gave s solution to my problem then BMW rejected their findings and suddenly my vehicle is fit for purpose and ready to collect. Joke!
See answer 1
Excellent facilities and very well looked after
very polite service staff
The part required to upgrade/replace in the coolant systems took over a week to arrive and although I was in one of their cars it was an inconvenience
See comments above.
The service department was well organised and delivered exactly what I needed.
It took much longer than expected but the job got done.
All the service staff welcome both my wife - very important - and I. Talk and Listen. Also the vehicle talks for itself by being reliable. (At least until today, when warning messages are causing some head scratching)
Craig Hatton in Service made everything easy
Car was returned with scratches. Dealer would not take responsibility.
Couldn't ask for better
Partly delivered my request
Everything was completed within the timescale agreed and I was able to get a coffee in the lounge. Nothing extraordinary happened to warrant a 5.
Efficient and did what was promised
Wonderful people who couldn't have been more helpful! It was like having American customer service in the UK! Such a breath of fresh air to have in a dealership, rather than feeling like they are doing you a favour for servicing your car!
Andrew in the service department is remarkable . Thank you to him, his customer care is the reason that I stay with bmw .
Car returned immaculate and on time.
It was like getting into a new car when I drove away
I dropped the car off at the agreed time of 0950hrs 11th April 2019. I was told it would take about an hour. After an hour nobody had come to see me so I went down myself to Servicing. I was then told there was a delay...
Work completed on time, good documentation provided of the work done.
Service reception and actual tecrption have alternate views as to whether adblu is a dtive i no appt service ir not. Confusing to customers.
The complete service!
My car had a full service and one of the items was windscreen wipers that could have been replaced but I wasn't given the opportunity to ask them to do this so I guess I will have to come back. I was only aware of this up after I collected my car.
Successfully identified the issue and managed to get the car booked in the next day to be resolved.
3 tyres replaced. Returned twice due to vibration due to incorrect balancing. After second rework was informed that they thought weight had come off one or more wheels, possibly after washing!!!!
I cannot fault anything in my service experience. It wasn't like going to a car dealer to get one's car serviced, more like going on holiday.
Took slightly longer than scheduled but otherwise great.
Had a problems with the dash cam as it wouldn't work initially as was left a limbo so had to chase for the remedial work to be carried out which was not very good as the camera system was expensive. It was found to be the memory card fault.
Really great service department. Was given a tour by the manager. Exceptionally clean and tidy: demonstrates a team with organized minds, giving the customer reassurance that any work done on their pride and joy will be done with care and done well.
i felt very comfortable.
While you wait service. Completed to time whilst I enjoyed a coffee and a little work on my I pad.
It is due to the staff I meet and deal with at your Cheltenham Branch.,
Courtesy Kindness Disponibility
All service items verified and logged
I was met at the door by a friendly lady. Taken to a very knowledgeable young man to sort out keys etc. Then escorted to a very comfortable waiting area . Coffee and pastries were delicious and the problem with the car is resolved.
The excellent facility at BMW Cotswold has always been matched by the standard of service provided by the employees who are polite, friendly and helpful.
By request the pipe that had allegedly chewed by a rodent was retained. There is no sign of rodent teeth marks, but rather appeared the grommit could possibly have been ruptured during its extraction from the bulk head. The car is not kept in a barn
Car cleaning average at best.
All done as quoted and completed on time professionally
Friendly and efficient service
No option was available for my car to be picked up from my home.
Courteous, professional service
Cotswold serviced my car, MOT'd it, washed it, ran me home and the collected me from home at an arranged time when the work was completed. Couldn't have asked for more.
A slight wait to pick up car, but other than that excellent.
Was told on the initial call that the job would be foc as I had a service package but on arrival told there would be a cost but on picking up the car told it was foc as I had a service package.Confusing
1. The parking light was supposed to have been fixed but a light has come on again to say its not working! 2. The cigarette lighter (also supposed to have been fixed) appears not to be working either! 2B fair I need to try with another adapter.
Staff are always exemplary. It is the car I have issues with.
The after sales experience is always second to none when we are dealing with Andrew McAdam in the service/after sales department He is polite, professional and always helpful.
Very well looked after by Andrew McCann in servicing. Very professional.
Friendly, helpful, completed while I was waiting.
Premium service all the way. By far the best BMW retailer I have ever dealt with. Efficient and honest. Highly recommended.
All as above and below. A very personal and pleasant experience. Always has been from when I first moved to Cheltenham realised I urgently needed an MOT and despite in middle of move sorted it out.
Customer satisfaction is the number 1 priority regardless of whether you are buying a car or just having a coffee while waiting
Amazing centre - superb personal service from all the hosts that greeted me and Andrew McAdam deserves a pay rise! I could not fault the entire process and service team at Cotswold.
They always do a good job and keep you informed
The rattle is still happening
The staff and facilities are first class and quality / pride of workmanship are without fault.
Although time I required the car was given at outset there was not time to have it cleaned
Excellent process as I was kept informed of what is being done and also stated what will be required to be done at the next service.
everything done on time
Service itself and front-of-house employees all seem top notch. Noticed later several parts of car not washed when valeted - including the entire rear bumper. If you're going to offer this as part of the service, then should ensure it's done fully.
The experience was faultless. Great care and very hospitable. Everything that was done was clearly explained.
Excellent service, finished at the time stated and washed! Very busy road back to motorway. Service staff answered my questions re service shedule and explained how to update sat nav.
The advice and explanations about what needs to be done are excellent and the staff are always very helpful.
They could have done nothing more
To need the car for two days was excessive for a minor problem that was unresolved on account of cost.
Not impressed in anyway. Used to get better service before this new super centre opened. Really only interested in car sales not after sales service and support.
Great customer service and fantastic showroom
Some areas were a little not quite right as reported earlier
A far-easier process this time, the Sales Team were excellent and provided everything we wanted.
Good efficient service and attention
car had to be recovered by BMW emergency services. hadn't booked in yet they still made time for me, explained everything and answered all my questions
Craig looked after me superbly and was extremely efficient and professional
Efficient and courteous.
Very professional and very ready to help in anyway.
Car not returned on time and has to go back for work to be completed
The service agent was friendly and polite the car arrived back at he stated time and everything seems fine with it
Quick and efficient
Service time was not as communicated and the car was returned to me in a state of cleanliness that suggests that Cotswold really don't care about standards or are respectful of their customers' custom.
It's slow. I don't understand why it take 3 hours to service a car. I've been through this process twice. ALSO, on both occasions, they said there was no one to drive me into town (which they're supposed to offer to every few minutes).
Overall everything was very good - just had to wait 20 minutes to collect car whilst another customer was being dealt with (which is unusual based on past experiences)
Sorted me out
Excellent, very professional staff and explained everything to me
Asked for exchange value. Did not happen. Said would email. Nothing received
Good service, although it was a long wait for a windscreen recalibration but the valet was very much appreciated. Not so the coffee, I'm afraid which was one of the worst I've had (and I drink a lot of coffee).
Only a 3 scored because the 90 minute appointment actually took well over 2 hrs to complete a simple task - fitting a new battery
Service staff were polite, respectful, knowledgeable & efficient. Work carried out on my car was as discussed & agreed and within the given timescales.
Lived up to the standard set by Cotswold bmw
Happy people good sales and aftercare.
Booked in for 09am and my pick up time was 11am I walked into town then turned around and walked back and my car was waiting for me, perfect, and I'm totally happy??
I was concerned at a squeaking brake...explanation was produced as to why this was, and that there was not really a problem at all...it was just normal noise from corrosion on discs.
Car mot & repair completed very quickly. Very happy with the work carried out. Car valeted before collection which was a nice surprise.
The service was performed quickly and with excellent customer service. Infinitely better than the local BMW dealer I used previously .
The work was done on time, i was kept up to date with progress and enjoyed the facilities on site, Nice coffee and area to relax
On time, helpful, professional representatives and service staff, Arranged transportation into Chelt during vehicle service. Excellent communication. Thank you
Easy to book a service. Provided with an expected cost. provided with a lift to town. Notified of additional work required and expected cost and checking with me that wanted the work done before going ahead.
excellent customer service .
Exhaust still has a rattle, bmw Cotswold couldn't fault it and said the new update would make it go away anyway. It seemed to work for a bit but now continues to rattle on a year old car. The service was however very good
I got an MOT reminder, booking car in was easy, they provided me a collection service and also reminded me of a free service which i had forgotten about. Desk staff and drivers were extremely friendly and professional
Problem solved, easy to book in to service area, pleasant area. Did not have long to wait to be seen.
We were informed what was done and always go that extra mile to help
Could not wish for better service and support
Nice to pick my car serviced and cleaned.
Excellent service. Friendly but not intrusive staff. Excellent premises.
We were supposed to meet with Tom but he got delayed with a customer. We then met with Alex who, despite describing what I was looking for in previous email correspondence with Tom, we had to go through the process from the beginning.
The only issue with the service, is that the up date on service history in the car wasn't done i did ask for this to be updated. thiis now hasn't been done on the last 2 visits to you.
I was appalled to discover the cost of repairing my car, but very pleased with the substantial financial contribution made by BMW
All work carried out efficiently and at a decent price.
Helpful. Always try to fit you in st a time to suit you. Polite.
Booked in for an oil change due to telematic email. Car had the oil change and I enjoyed a mint mocha coffee while waiting. Perfect
Service was booked for 90 minutes and took almost 2 hours (better to say 2 hours and take less). Adviser said ready in 10 mins, some 25 mins before car was actually ready! Car had bird droppings left on it and rear wiper blade was detached from arm.
Still not performing at its best level
Above about time scale and being given information
I am very satisfied...I drive an extra c. 90 miles round trip to go to Cotswold BMW, rather than Dick Lovet BMW, which I live c.3 miles away from
Car returned no time
Quick, efficient assistance
All of the above, I'm not a time waster looking to seep every £ back out of the garage but you're treated like one. See service issue above, I work in London and do 400 miles a week, I can't change my life for BMW to utilise my FREE service.
Excellent customer care.
All went as expected and good communication from all members of staff
Poor vac and clean, the boot of the car (even though empty) did not get vaccumed. The dash, gear box ect had not been cleaned.
We always receive exceptional service from Andrew McAdam. He is extremely professional, kind, courteous and friendly.
Always do a great job
I came away happy with my visit
My last Four cars have been BMW and have all been purchased from Cotswold. The service received from all staff - Sales and After Care - is First Class.
I asked them to clean inside of rear window as it had been missed when I collected the car from new They forgot
Found the problem and fixed ASAP
Car returned with a yellow stain on both front leather seats. I was able to remove these stains subsequently.
The sales people were friendly, knowledgeable and helpful through out the whole process and taking delivery was really good.
The process of purchase and later hand over was punctuated by periods of waiting while the salesman disappeared into the back office to retrieve extra pieces of paper or info. Just as well there was an excellent coffee bar!
There were some areas of no communication between staff and it's a good job I knew what was going on
Great dealership facility!
Purchase was processed quickly and with the minimum of fuss
I would have been completely satisfied, however on taking delivery of my new car the navigation system wasn't working. I would expect an issue like this to have been addressed in a pre-delivery inspection.
I was kept up to date with any information and it was an easy and enjoyable experience.
Personal service from Matt, supported by Adam who we'd dealt with previously. We particularly liked the concept of 'unveiling' our car in a private room, we've not come across this previously. Product Genius was very knowledgable.
As mentioned above Alex Biruls was top notch in all discussions and in keeping us well informed throughout
Made to feel welcome
Just a great experience. I now even come here just for a coffee and to browse at the BMW and Mini accessories (as we also purchased a Mini here). The environment is great, also as a workout space if I have to have work done. Very friendly staff.
Paperwork straightforward and car ready on time
I had been pretty disappointed at Lexus, Audi were good but a bit complacent with very little follow up. My Sales Executive was keen to listen to my needs, explain what the options were and worked hard to get a mutually beneficial solution.
Over the interactions to find my ideal car I felt I was being kept informed and did not feel at all pressurised in to making a decision
Adam and Harriet went out of their way for us both a credit to you
The sales man was very helpful
Love the car, salesperson very helpful but being unable to provide an accurate delivery date caused huge frustration and was not the salesperson s fault
All was great and exciting. Complete satisfaction would have been some gifts at the car pickup time given the cost of vehicle which is a prestige car I believe.
Good company and an amazing service was received from Gareth reese-jones
I really clicked with Alex and Matt. They are extremely good at their jobs and made the experience very positive. They were helpful, accommodating, put up with all my stupid questions, were very available when I went back with even more questions
Sales person was knowledgeable but not pushy. Could answer all questions and offered clarity on what was possible/not possible. He made it very easy to make a decision
Excellent contact and updates without intrusion
My husband and I took a long time to decide on which model to buy, and Gareth was quite excellent in arranging lengthy test drives (often unaccompanied) so that we could make comparisons. He was very helpful with choosing the specification too.
Extremely satisfied. Harriet was very helpful through the entire process and kept me totally informed of everything and was especially helpful with my requests for the car.
Tom Larewnce, Tom Harris and their colleagues have provided excellent service
Appointments were offered, made and kept, expertise was on hand and there was every effort made to meet my requirements.
Well organised handover
Staff worked on getting me the best deal while I was away. Good communication. Delivery timing was an issue for me due to work, my salesperson made arrangements to fit my needs.
Lovely building, free coffee, friendly people