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ABOUT COTSWOLD CHELTENHAM.

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Paul Neale

Head of Business

Anthony Cooper

Group Service Manager

Mark Sugden

Group Parts Manager

Richard Jones

General Sales Manager

Tom Harris

New Car Sales Manager

Eleri Watkin

Customer Experience Manager

Dave Collins

Used Car Buyer

Jordan Crum

Business Manager

Mike Burrows

Business Manager

Chris Wakefield

Business Manager

Joe Christie

Used Car Sales Controller

Jody Boyle

Service Manager

Jon Bassett

Parts Manager

Matthew Richardson

Sales Executive

Adam Harber

Sales Executive

Kacper Butny

Sales Executive

Paul Frith

Sales Executive

Damon Tulloch

Sales Executive

Lucy Hughes

Sales Executive

Dan Pearson

Sales Executive

Gareth Rees-Jones

Sales Executive

Nick Chuter

Sales Executive

Darren Pritchard

Sales Executive

Matthew Parry

Sales Executive

Tom Lawrence

Sales Executive

Thomas Whatmore

Sales Executive

Harriet Booth

Trainee Sales Executive

Riley King

Trainee Sales Executive

Alex Biruis

Product Genius

Ross McCormick

Product Genius

Andrew Mcadam

Service Reception Manager

Andy Welsby

Service Advisor

Danielle Stewart

Service Advisor

Calvin Thompson

Service Advisor

Craig Hatton

Service Advisor

Ian Cox

Service Advisor

Stuart Cummings

Parts Supervisor

Tracey Lisowski

Receptionist/Host

Betty Boaden

Receptionist/Host

Kaylor Partridge

Customer Host

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

From ease of booking to friendly staff to great atmosphere and of course outstanding coffee!

Service

In every element of the issues with my car, Andrew McAdam went above and beyond what I expected. Truly exceptional.

Service

Car was booked 2 weeks in advance for a tyre change at the recommendation of Cotswold BMW. When arrived they could not see why the type needed replacing, the damage was internal and they had not removed the tyre. Then told said the tyre was not avail

Service

Process was straightforward for me.

Service

I went to change to winter wheels and just beforehand, realised a small service was due. When I mentioned it to the service adviser, he said "we can fit it in today". Brilliant! All done and no extra waiting. Nice waiting area.

Service

I did ask for some additional information, but did not get the answers. I was however dealing with a different service agent on pick up following drop off. This was down to me being busy when the car was made available.

Service

Currently fairly satisfied, as previously detailed service was mixed. But I received a promise that in a week the Garage would get back to me after consulting BMW about noisy gear lever. That was 26 Oct 18 - still no contact! Dissatisfied soon!

Service

Superb service and prompt

Service

I was unable to book a courtesy car.

Service

As a BMW customer I expected the car should be cleaned on delivery. Otherwise I was fully satisfied

Service

Polite, friendly staff who keep you you informed

Service

as stated above I have no idea what was carried out on the car, apparent faults that were cured!!!! not listed, no written indication of gearbox oil leak or slow puncture that were found. has taken me 6 weeks to get my connected drive working again.

Service

Achieved the deal I wanted at the price I wanted. Lots of models to choose from all in an area where you can have a good look around each one.

Service

Because I have always been please with the curtesy and repect the staff show me.

Service

Love the new service area ; complimentary refreshments, visitor area, car washed really wellThe rear brake pads and discs were down as advisory. Got a second opinion- pads nowhere near needing replacement and discs were fine....not happy.....

Service

Always have fantastic service but Cameron is an asset to the service team

Service

Very easy, everything completed as discussed

Service

Work not completed successfully, car not cleaned well and new issue emerged since it’s been in!

Service

This was a simple service handled well as usual.

Service

High attention to detail

Service

Poor service once again

Service

Cotswold BMW provide a welcoming, relaxing and comfortable environment for its customers.

Service

Excellent customer care

Service

Excellent, was given reasonable expectations and they stuck to them

Service

Went according to plan

Service

Efficient and easy to deal with

Service

Efficiently done, on time

Service

Friendly, efficient staff, prompt service,

Service

The Woman who helped me out (Danielle if I remember) She knew exactly what the issue was of my car and got it all solved by booking it in to be replaced right away. Absolutely amazing she was!! I wish I could have service like that everywhere I go.

Service

Although the service presented no problems, the work was completed an hour later than expected, so a 90 minute waiting appointment became 150 minutes, with no explanation.

Service

ifeel the car was checked properly but no real reason was given for the issue i had .which was uneven tyre wear - i had wheel alignment checked ,tracking checked then a full check at Cheltenham.No reason could be given

Service

Courteous, efficient service. Pleasant showroom in which to wait.

Service

The whole experience from reception to receipt of car is of the highest standard

Service

The sales person Oli Hayden has stayed in touch and made sure we found a deal. Slight bodywork issue with the car identified post hand-over was acknowledged by Sam from teh service team and the fix is much appreciated

Service

Everything appears to be fine with the car

Service

Great service by great people

Service

The service dept did everything asked of them.However my car was supposed to have been cleaned & valeted,but I was most disappointed as there was dust on the wheel trims & the inside of the car left a lot to be desired.Not happy at all with the clean

Service

After leaving the car there was no communication as to status. No offer of transportation despite location of the Cheltenham workshop.

Service

Very few things in life are perfect and see above

Service

Personnel friendly and efficient

Service

The car was handed back without going through the details. I later found that my rear tyres needed changing but this wasn’t pointed out at the time of handover. Also, the tyre pressure System had not been reset

Service

See above, no repetition needed.

Service

excellent service - contacted me when I needed the service - very easy find a slot that suited unlike other dealers . on time with the service

Service

Only because of Andy and his communications. Pity about the mechanic not reconnecting the underplate correctly!

Service

I would have prefered to have car collection t from David Lloyd or have car for two hours. Didn't appreciate hanging around waiting.

Service

My car was taken in as soon as I arrived. At one point I was advised of another issue needing attention. It was dealt with and the car returned sooner than expected, washed and ready to drive away? I left completely satisfied.

Service

The service was quick easy and professional.

Service

Please see above and I think it is disgraceful that the customer service manager did not even reply to my email. I have waited two weeks and still had no reply. Customer service and after sales care is appalling at Cotswold Cheltenham.

Service

The presentation of the branch and the staff was very professional and customer friendly.

Service

Friendly Staff, Nice environment, Excellent service

Service

Only problem upon it's return - all the satnav and seating settings were changed and we had to come into Chelt. for advice on complicated satnav requirements as the instruction book was no help at all! Your member of staff Ross helped out.

Service

The whole process from booking in to to the pick up was dealt with veru throughly and the staff were very helpful .Cotswold BMW went the extra mile on my recent service and tyre change

Service

You can always improve

Service

Not quite full marks as I never got detail as to what the second safety recall item was for my car. Plus, I was executing an update call mid afternoon which I never received. I had to call the office.

Service

Nothing to fault.

Service

The fault keeps returning suggesting it was not the fault that the team had thought it was and possibly the fitted parts not required at a considerable cost

Service

Same reason as above

Service

Refer to previous note.

Service

All went smoothly

Service

I would highly recommended Cotswold Cheltenham, unlike Rybrook BMW Worcester. The later I contacted some 3 weeks ago to arrange a service for my car, and am still waiting for a return call to make said arrangement. Not a good advert for BMW!

Service

because i was very satisfied

Service

Every question answered and excellent information given

Service

Having the car collected and returned is excellent for me and enables me to continue my work uninterrupted. Having the car returned clean is a bonus and the the only way it could be improved is if the windows were given more thought and attention.

Service

1) Still cant get any invoice to correctly print with the correct make and model of car, I have complained about this so many time now that I have lost count, and yet it still this happens.2) Engine oil not refilled to full.

Service

Job completed to a high standard

Service

My car failed its MOT, they didn't have the part in stock to fix it and no courtesy cars left on site. The part was promised next day but I was unable to get my car back to site for 3 days.They were ok with me driving unsafe and illegal for 3 days

Service

The service people did what they said they would do, and kept me updated on the issues too.

Service

No problems or complaints.

Service

Deligent in finding answer to a complex problem

Service

Costwold are always very good with everything they do

Service

Three visits to attend to loud squeaking brakes when reversing. Regret that brakes still squeak. Left message with operator to inform them about persisting problem but no response received.

Service

Easy to get hold of and responsive throughout

Service

for same reason as first question - smooth & professional

Service

My mileage was recorded as approx 39,700 miles but its about 24,500 miles. As its a personal lease and bmw check service records this is over allowed mileage!!!!!!!

Service

As before a fantastic personable service from Lewis

Service

I was told that the service would take 90 minutes and it was exactly that. I spent that time in their coffee shop with a splendid outside view, free WI-FI, and friendly staff. My car was returned as I expected it and my day’s plans were not affected.

Service

The staff are wonderful

Service

Whole experience was slick, professional, customer oriented, every step was clearly and concicely communicated. Timings of the work done fit well into my working day. BMW went above any beyond to complete some additional minor work at no extra cost.

Service

Always a very consistent level of support. They collected the car and delivered it back to me i the same day whilst also dealing with an unexpected oil leak problem.

Service

Didnt expect a valet while having a health check

Service

The service manager was keen to ensure we were happy with our experience and I am confident he would address any concerns

Service

Service completed OK and on time

Service

I was treated as a valuable customer with courtesy and respect but also with the right level of informality

Service

Excellent service and very helpful staff

Service

Always helpful and efficient to sort any issues etc.

Service

Car picked up and delivered back fully cleaned ??

Service

As above. Plus my service was completed whilst we drank coffee and ate pastries.

Service

Good service but would have preferred to have the safety recall work done while I waited rather than the disruption of booking it in for a day which was unnecessary.

Service

Issues all dealt with

Service

I travel 120 miles that’s how satisfied I am, I would not go anywhere else.

Service

A great facility enabling customers to work on site whilst the car is being serviced.

Service

Service was carried out efficiently, and I was especially grateful at the prompt liaison between departments (service and sales) that enabled my wife and me to have the loan of the X1 for the day, so that we could have a proper test drive.

Service

Very prompt and efficient service

Service

The fault was diagnosed and resolved within a day at a reasonable cost

Service

Everything sorted in friendly polite manner. Instilled confidence

Service

Couldn’t have been more easy to deal with.

Service

From start to finish the service provided was impeccable. We were greeted at the entrance, taken to a service co-ordinator (Craig) then pointed in the direction of the rest area.

Service

Initial call to book appointment not good (see 1) after that excellent

Service

good communication and on time

Service

Tom Lawerence was a good sales person - not pushy, know the product and appeared to give me a good deal.

Service

MOT completed whilst I waited....wi-fi and coffee both available so I was able to work in comfortable surroundings while I waitedFollow up work completed quickly, at the agreed cost and the car washed on both occasions!

Service

Everything was done as promised in the time specified.

Service

Staff are always friendly and happy to help.

Service

very pleased.with how i was treated.

Service

It was really quick, mybgire car was ready and waiting.

Service

Kacper is brilliant

Service

Everything was done in the time stated and the car returned nicely cleanef.

Service

As above. Plus the minor issue was recognised and sorted.

Service

Service was fast and efficient

Service

Couldn't be happier with customer service. Very quick to resolve issue that came up during service and provided a hire car to keep me mobile.

Service

Harriet Booth was an exceptional sales person, a lovely young lady and nothing was too much trouble.

Service

Customer service was excellent, making the booking in and checking out process very smooth and easy. The waiting facilities were comprehensive and comfortable.

Service

very good service

Service

Easy book in with an allocated time slot and the car was ready earlier than predicted

Service

Warranty service and MOT were carried out on time and car was returned spotless.

Service

Service to vehicle was carried out as planned. The bodywork repair is immaculate and Mark Kent and his team are masters at what they do.Service advisor Craig was also efficient and friendly.

Service

X3 recalled for brake issue. 2 days later, checking under the bonnet I found the cap for the brake fluid reservoir lying loose. Reservoir not visible; had I not found cap and replaced it would have been driving for 20 months without the cap in place

Service

Prompt, friendly and efficient service

Service

Very easy to deal with and reliable

Service

Easy to book, good communications, quality service and treated in a friendly and fair way.

Service

Paperwork (lots of it) executed smoothly Car delivered immaculately Extraordinary customer service Seamless process from beginning to end

Service

Staff very informative and gave me lots of options for purchase

Service

All staff at Cotswold excellent

Service

I had to initiate contact for the service, otherwise 5 stars

Service

Much more focused now on the individual rather than just the statistics, great improvement.

Service

As above and the car was returned promptly and in immaculately clean condition.

Service

The staff are really friendly and helpful. My paperwork was ready on arrival and the service girl was allocated to me specifically and expected my arrival. The girl in the cafe was a little offish.

Service

Cotswold BMW is an excellent BMW dealer - friendly, informative and really just make you feel special.

Service

the job was done promptly to a high standard at a reasonable price

Service

Excellent customer services

Service

very satisfied.

Service

All went without hitch and efficiently implemented

Service

Service booked easily. Work done on time. Comfortable waiting area

Service

Excellent service

Service

Poor customer service and poor follow up communications!

Service

Ian Cox is very helpful.

Service

A fantastic service with great facilities

Service

My car is running well

Service

My vehicle was returned valeted looking like new.

Service

I felt very well looked after and even though I was only in for a small M Performance upgrade my 428i was cleaned inside and out.

Service

They dis what they were supposed to do well

Service

There was nothing wrong

Service

Nothing was too much trouble and our queries were expertly dealt with.

Service

As above.

Service

Smooth service and exceptional facilities to wait in.

Service

Very professional service experience. I had to wait a long time but that was explained to me and refreshments were on hand. Not completely satisfied because my car wasn't give a quick clean - 'jet wash.'

Service

Easy to book an appointment, very efficient, car cleaned inside and out

Service

As above, everything was as expected and delivered on time.

Service

All done perfectly

Service

Because I was !!!!

Service

Excellent staff, excellent facility, excellent service, what more can you ask for?!!

Service

The work was carried out very efficiently and professionally.And to time.

Service

Excellent from start to finish

Service

On receipt of car I phoned the depot to ask to speak with the engineer (Victoria I think). Was informed she was busy but would phone me back, no call ever received. When booking car in I advised the door seal on drivers side was faulty, still waiting

Service

Booked in for 1st service. No mention made of service options available to me only cost for service. Wanted more info on £299 package but when I asked and was told for high mileage drivers only? Car was skimmed over on clean

Service

Quick efficient and completed within time scale originally given

Service

All Good

Service

Problem with paying by American Express even though I was assured I could beforehand!

Service

Just completely satisfied

Service

From the moment I arrived at reception I was made welcome, looked after and given precise information on the service for my car.

Service

Excellent service as ever in an outstanding facility.

Service

While you wait MOT. 1.5 hours wait as advised. Free WiFi coffee and a look around the new and used cars on the site. Nice clean car and a MOT pass. Polite and helpful staff.

Service

The car was in for a brake fluid change. The technician had left the display on the AddBlue screen which showed 1000 miles were left and 10L were required. It would have been nice to get a phone call asking if I wanted it topped up. i had to return.

Service

Excellent aftersales service.

Service

Everything excellent, would of been 5 star but employee jumped queue when I was waiting at the coffee bar and was served despite being in front of him. Mentioned to service advisor who dealt with it well

Service

Great facilities to wait for car to be serviced

Service

Great team at the Cotswolds

Service

BMW Cotswold is a fantastic site and the staff are very friendly.

Service

My car was booked in for servicing, however, I also needed a new tyre and the price quoted was considerably more than I found elsewhere. Such a shame as I would have liked to have had everything done under one roof but couldn't pass up the savings.

Service

All as requested

Service

Knowledgeable staff, friendly, good location to work from whilst my vehicle is serviced.

Service

Completely satisfied as all necessary work had been carried out in one visit without having to return for any minor adjustments.

Service

Recent major service and MOT test carried out efficiently, and having the car collected from, and re-delivered to my home is very convenient.

Service

Service was quick and efficient. The waiting area was clean and well stocked.

Service

excellent communicationknowledgeable, helpful and interested service advisor

Service

Always very obliging and helpful

Service

The car went in for an MOT and service. I received a telephone call to inform me that the rear tyres needed replacing. I told the service manager to carry on and change them as he offered a competitive price.

Service

Always available always helpful

Service

All work was done to a good standard, from what I can tell.

Service

Very helpful

Service

Simple efficient drop off, All work completed to schedule and clear efficient communication

Service

The only slight niggle was that (just like last year) no-one reset my car's Statutory Service indicator after this year's MOT had been completed. (Luckily I've just discovered that I can reset it myself without having to bring the car in again :-).

Service

They dealt with the issue and treated me well.

Service

The work was carried out very quickly.

Service

On time as promised

Service

Craig was fantastic, slick easy process and great customer service.

Service

All went well as I hoped...

Service

Cotswold Cheltenham (especially Andy) went out of his way to find a solution to the boot issue, which has now been resolved. The Service Dept really cared about resolving the issue.

Service

service was very good, excellent looking at the classic cars in the showroom. only slight negative was the while u wait service was over 2.5 hours which I think was longer than expected

Service

I asked if it was possible to change the direction of the headlight for travelling in Europe and the technician who looked after my car left me a note in the car with the details of how to do this.Reception staff are excellent,

Service

Identified difficult electrical fault after 90 minutes work but could not fix on same day as dealership closed at 6pm and we only got there about 3.45

Service

Great service, every time .

Service

Calvin Thompson always treat me very well and manage everything very well

Service

Good service from Andrew on the service desk

Service

Very good service and excellent staff.

Service

Everything communicated and explained well. When I had questions, they were answered and I felt confident in the response given

Service

Very helpful and accommodating

Service

Always very well looked after

Service

i was treated very well

Service

no one gets a 5*

Service

Problem not resolved, advised to go away and note when the problem occurs. Not really what a customer wants to hear!!!!

Service

The work is covered, however I feel that the level of cleanliness is somewhat lacking following services in general, including marks on the internal door trim where the gloves are not replaced or taken off and with beige trim it shows every mark.

Service

Job done on time with no hassle.

Service

Combination of unexpected high cost (£1500+) and need to remove a 2-inch diameter grease splatter on front seat affected score. However the service engineer was extremely helpful and efficient and the work seems to have been done to a high standard.

Service

Everything explained in detail, lifts arranged. A pleasure to deal with the service department.

Service

Customer handling was very good, the fault was clearly explained and the repair turnaround was excellent. A pity that a couple of phone calls were not returned.

Service

The work done to the car was fine except I was charged for items that I should not have been charged for (a set of locking nuts).

Service

Helpful and friendly and efficient

Service

Car has been damaged whilst in the care of the dealership. On two occasions, expected repairs have either not been completed due to incorrect fault diagnosis or car has been returned with fault still occurring.Promised loan car also not provided.

Service

Very happy with the detail work they carried out around my steering wheel

Service

Prompt excellent service

Service

Most brilliant. Delighted to be offered free coffee and refreshments but staff providing this on day seemed fairly disinterested. I had to ask whether I could have a coffee, etc. Hereford staff always offer immediately and make me feel welcome

Service

Richard Taylor who sold me the car always takes ownership of any issuesFantastic aftersales service

Service

Nice and pleasant service centre which offers refreshments and the convenience of observing new products and cars under one roof.

Service

Efficient reception, reasonable waiting time, pleasant surroundings and facilities whilst waiting

Service

I booked car in for service and to get a quote on body repairs. Service was great and people were all very helpful. But body repair guy was away so they promised to get back to me with a quote in next couple of days. Now over 2 weeks. Nothing

Service

Exceeded my expectations,

Service

Great experience.

Service

Excellent from start to finish

Service

Despite being told all the agreed work had been completed, that was not the case. When I checked and pointed out what had not been done the garage agreed to rectify the situation and did so immediately with profuse apologies.

Service

Good but as you dont carry tyres I had to come back the following day and had to wait two weeks for a further spare part from Germany

Service

All work carried-out was as booked-in and agreed, and the car was ready on time

Service

The reason why my car had to be attended to was evidently a ‘known’ issue with the EPG, or something like that. It would have been better to have been informed beforehand that my car was likely to suffer from such a problem rather than me worrying.

Service

Cotswold BMW were amazing as always. They’re not our local dealership but we’re happy to travel to use them. They always give exceptional customer service, it’s a joy to visit them when we decide to change our cars. Nothing is ever too much trouble.

Sales

Tom looked after me very start to finish and was very helpful

Sales

Harriett Booth and Adam Harber provided excellent service all the way through the process

Sales

Gareth Rees-Jones( sales executive)provided an exemplary service. His manner was polite, professional with just the right level of personalisation and humour. The Centre was immaculate and all other staff were friendly and approachable

Sales

I bought my car through Gareth, who was very approachable, listened to what I wanted in a car, made the process clear and stayed in contact. I also came in looking for a 1 series and he pushed me towards a 3 series which was a much better decision.

Sales

Overall great service from very personable staff - I've docked a mark though because the salesman said they'd be calling me to see how I was getting on - and I've not had the call yet, over 2 months since the handover.

Sales

Great customer service and an excellent experience. We had an issue once delivered but this was quickly fixed when we could sit down together and we are very happy.

Sales

Great support and very friendly sales team

Sales

Riley was brilliant from start to finish. Understanding our needs and thinking outside of the box. We were amazed at the service. The delearship is also a great place to be in. Handover experience was brilliant, creating a great wow factor for us.

Sales

Thomas was brilliant. I felt he listened to my requirements and made the effort to understand them. He made sensible recommendations within my budget and kept me well informed of the progress of the purchase.

Sales

Straight forward efficient timely service.

Sales

Good customer service

Sales

Very easy and straightforward to deal with the Cotswold sales lead (Jamie Cooke).

Sales

The overall experience was easy and the salesperson was knowledgeable and not too pushy.

Sales

The staff have been very helpful during this part of the transaction

Sales

Great personable, attentive and knowledgable advisers.Great atmosphere in the centre, facilities etc.

Sales

Friendly and personal service, regular and accurate updates, straightforward but brilliantly theatrical vehicle reveal and handover.

Sales

Would have given top marks however after agreeing the sale and paying a deposit was told that they couldn’t do the finance in the timings I needed, had then sold the car to someone else and so had to refund the deposit - they did the rectify this

Sales

Harriet Booth was a pleasure to deal with.

Sales

Helpful, informative and enthusiastic staff. Spot on.

Sales

It ticks all the boxes

Sales

Tom in the Sales Department was amazing and gave the highest standards of service and I left very happy with the purchase of my new car.However, it’s a pitty the high standards of service is not repeated in the Service and Parts Department.

Sales

The handover was very thorough by Andrew Cresswell. I felt he genuinely cared in making sure I was 100% happy with all the car before leaving the showroom.

Sales

No problems at all

Sales

great service

Sales

Friendly. Listen to requirements of a car. Professional. Always available. Went the "extra mile".

Sales

Care & customer service .Very friendly nothing was too much trouble .

Sales

The BMW centre is very well appointed and the combination of beautiful cars, nice coffee and good WiFi makes it a good environment to be in.

Sales

I had to wait for my car to be made, with the new facelift. And I was eager to just get in and drive it. Harriet the sales person was so very nice and made me feel comfortable through the entire process.

Sales

Sales Executive knowledgeable, helpful and a BMW enthusiast. Would have preferred something other then the midnight delivery on the 1st.

Sales

Got exactly what I needed

Sales

Tom from the sales team made the process very easy.

Sales

Very impressive facility, great customer focus

Sales

It's good but for the purchase of a £100,000 car you need to do more to offer a bespoke and individual level of service. Compare buying a first class ticket with an airline...

Sales

Very satisfied