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again very good friendly people and very helpful
We had the car back in pristine condition, early and at minimal cost
BECAUSE I AM
Car wasn't serviced on the pre-booked date. Washer fluid not topped up
They finally put it right but I expected it to be done properly as originally booked.
The car was washed after service but not fried properly so there were smudges on windo a and windscreen.. tyre pressure was still on lower side when I checked next day but was assured tyre pressure was correct and checked.
They did what they said they would no hassle
Engaged, polite, friendly and helpful staff,
always great service
My car was booked in for a recall. No action was required but the car was taken in for the full day. I was given a 100% positive h/c when I collected it but I had a parking light out that wasn't spotted and was marked OK on the heath check.
Friendly staff and good facilities.
The service itself was carried out fine as it always is with BMW Stevenage. However, I remain extremely dissatisfied with the fact that I had to pay for a service on a car I bought 8 months ago and had done only 6000 miles. Not happy at all
Expensive servicing, and I don't like the impersonal automated key drop off.
Mot and service done quickly and efficiently
Excellent customer handling skills with call backs during the day giving updates
I was dealt with in a very courteous manner and in a very efficient way
they have their act together now
My car has been in for a warranty repair that was not fully carried out, infact the car was in a worse state when I got it back. Since then BMW have gone to very little effort to resolve the issue.
Despite having booked in and being told to arrive whenever convenient, I had to wait a long time to be seen. I would have preferred to have been given a specific time and not had to wait.
Good communication. Helpful staff. Just wish I'd been told it was a service as well as a break fluid change and I would have asked for car collection and loan car. This is because I live in Bricket Wood and it is not a convenient venue for me.
the agent assumed that my car was out of warrant and quoted me a A/C check feel or 90 pounds. then on learning that car was only 3 years old and in warrantee, it all worked out. the agents should do their homework
Carried out the work as promised
I rang BMW and was told i had to pay £99 for checks. I dont understand why as it wasnt broken when the left my house.
No update on when to collect car. Tried to ring, no answer and was promised call back. No call back. Rang back, no answer (repeated this several times). Walked over at 6:15 as shut at 6:30. Car was ready but no one had called. Staff didn't care
took and hour to check the car in and an hour to collect it.. also I received no communication during the day on when to collect it.. I had to chase
Receptionist very helpful, efficient and smiley
All the staff are amazing
Car not cleaned upon pickup Wait for car and to pay is just not quick enough. I don't want to sit down and watch TV or have a coffee for 5-10 mins. Door rattle remained fixed for 48 hours only (last time it was 24hours!)
The reception & driver staff are lovely and are the people who make a difference. But see my answer to question 1.
Having booked the first appointment, the initial wait time to be dealt with was longer than expected.
Excellent customer service, there was a slight wait when I dropped off my car and picking it up, but that was only due to being extremely busy. Apart from that can't fault anything hence the 0.1 reduction
Last one left in the service department waiting and did not get the car washed as I told I would. Feel they could have washed first then got it serviced? Had to wait for the check in of my vehicle. Oil change seemed expensive. Video check good
Many promises not delivered.
Usually service is very good, always used This time it was very poorly managed. The advisor was poorly trained, did not manage the situation well and caused a lot of anxiety and disruption. Pricing, particularly for tyres is really uncompetitive
Service carried ou exactly as promised
They didn't have time to wash the car but other than that all good! They did offer to do it if I popped by in the week but I couldn't make time
Although my car was brought in the night before I had to call to get an update the next day . I was coming up from London on the train - someone should have offered to pick me up from the station.
They did everything I wanted in the timescale predicted and there were no consequent problems. There was a follow up query the next day which they resolved immediately and without charge.
When originally calling I was told they were full with a 6/8 week lead time whilst this in itself is not satisfactory when I escalated to Michael and Ray and Lee they all came together and my car was in and out within a week -
Everything was done in accordance with expectations
Technical work and timing good.
The courtesy car was great but the service was just 'ok'. There seemed to be a lot of staff but not a high level of service. The staff were fine but almost gave the impression they had too much work to do and were flustered by it.
Clear video shown.
As always Specialist Cars delivered their promise of doing what was needed and to the timescale agreed . No more can be done than that .
My car was booked in for a smart repair on the rear bumper and and allow refurb. The quality of the work completed was really poor and it has been re-booked for 6th Sept to correct this situation. I supplied pictures of the poor quality work.
It took 10days to fix the windscreen washer-wrong parts ordered-incompetent. The steering wheel was refitted so that the spokes are at an angle when the wheels are pointing straight ahead.The battery terminal positive cover was not refitted.
Work carried out to a good standard but as per previous comment brakes were changed at 50% of useful life without any challenge from fitter as to why
Had to keep phoning to check on progress of my vehicle after leaving it for 4 days.
no complaints at all
Car only needed an oil change / correction of a steering wheel issue. It was dropped off at 9:30. When I returned at 6pm the car was still on the ramp and I finally left closer to 7 - with service record incorrectly entered and warranty work refused
They did get the job done on my second visit, and seemed much more on the ball.
Didn't bother to keep updated or call back or even hand over a car that sales had left for us
On Thursday 18th July 2019 the atmosphere, welcome and hospitality shown by the Stevenage branch staff was outstanding when I took my X3 for a service. However, this was completely overshadowed by an £80 cost of replacing two bulbs
Your service is good. Very poor communication from the progress dept.Very poor customer service
Lack of communication, false promises and very unprofessional.
Dropped car off for what turned out to be over £500 worth of service however was phoned to state that the key stated no service was required. No double check in the car as to the status then car not serviced till 6:00pm at which point issues found.
Fault wasn't fixed. Got told
Your engineer phoned me up to tell me the brakes were due for attention at the end of August and recommended that it was carried out while the car was being serviced saving me a return journey to BMW.
Since I put my car in for an MOT in May 2019 I have received a very poor service response. Told I needed welding on my exhaust, which was carried out. Since then my exhaust rattles. Now told I need a new exhaust.
Prompt response to a very difficult problem.
The person who I was dealing with (named Harry) in the service department I felt wasn't really listening to me when I told him what the issue was this being the 3rd occupation
The centre: 1. Delivered a very poor customer experience 2. Tried to sell me things I didn't need and based on fear 3. Were at best negligent and at worse deceitful in their practices 4. When provided with evidence refused to acknowledge it
The car servicing was done well and the car presented back to me washed and clean. However, because the workshop was running behind time I had to wait the best part of 45 minutes to collect my car late afternoon.
My car had 3 visits to Specialist Cars during hot weather periods over approximately one year with the same symptom before the real issue was diagnosed. The fault was eventually repaired after a week.
not enough stafff, communication poor
Although it was only an MOT, service was much improved compared with previous visit with no unnecessary hanging around
Very quick and straight forward to deal with . The spec cars rep was good to deal with and knowledgeable about the car . Very easy to deal with and getting the loan car was quick and easy also .
Annual service and MOT completed despite my short notice of request.
During my visit I requested a copy of the paperwork relating to the work undertaken on my vehicle under warranty this was not provided, instead I was promised that it would be sent by post - I have still yet to receive this.
Excellent reception, technical review and condition afterwards
Very satisfied (never give 5 stars)
See above. Nothing seems too much trouble. My car was even brought to the door of the service reception when ready to be collected.
Drop off was ok using the new electronic machines. However, pick up of the vehicle seems to be unnecessarily delayed with many of the staff appearing not to be doing anything whilst there are long queues of customers in the waiting area.
This short notice visit was only possible because of the workshop manager's intervention otherwise it would have taken weeks to book. The visit was only for an air con. re gas which went fine.
A higher score would have been achieved if the waiting-time from booking an appointment to the work being undertaken was shorter (less than 2-3 weeks).
service was delayed and vehicle unavailable for collection at stated time. A technical question related to the vehicle servicing was asked. No answer provided
Were fully booked but made effort to fit my end of warranty and MOT in before they both expired, picked up car, gave updated during the day and delivered it in good time.
The courtesy car was great
Efficient, friendly, loan car, open longer
I left my car for an MOT super early at 8.45 am but did not get it back until 4 pm! I do not know why this garage needs my car all day (Saturday). This is NOT the first time this has happened and it is very inconvenient as need lifts from others
Efficient and well done
I had to wait two weeks to get an appointment and then remind them that I needed to be dropped off and picked up. The lack of parking in the area and it is very congested so your likely to damage your car.
Great job very good clear detailed video
I get told i will get call backs. Never happens. Communication terrible.
As above and all issues resolved
Not enough space for the story. Unhelpful staff attitude and service was not completed on the day, I had to pick it up next day. No apology received.
My car has been in there 5 times and they damaged it during fitting rear sensors - had to provide proof that it was their fault. Not a great experience from a garage that charges £136 per hour labour rate.
They didn't fix the two minor problems it was booked in for. Didn't clean the car as promised (same thing happened last time). They seemed very over-booked, even though my visit was booked in a month in advance.
Extra brake disc accidentally put on the invoice and removed without further comment when challenged. Service took a week rather than a day, and had to wait a month for a slot.
Phones rang for 7 minutes on two occasions when trying to contact the service department. I'm sure it would have been answered immediately if it were sales.
If the episode had been handled in a different way, rather than the cocky, offhand manner that I experienced, then I may well have agreed for the work to be done.
There was actually an issue on Tuesday this week where the matts in my car were stolen whilst the car was with BMW. The manager immediately resolved the matter by ordering new matts which I collected today. That was the correct response.
Angelo puts customer first BMW make the best cars I love driving BMWs
Always a good service from Stevenage.
Very bad communication all around.
As above the level of device was poor. I have 4 cars that I service via specialist cars and have been using them for over 15 years. Over the last 12 months the standard of service has declined rapidly.
Down the adviser arrogant and helpful also had to
Looked after when you are waiting.
Perfect polite service
Excellent service, can be some delay collecting the vehicle at arranged time...but always offered a coffee & seat whilst waiting.
Knowledgable and friendly staff
Was told at the start the price and what service the car would be having.
As customer service was good
Satisfied because the work was completed. But I dropped it off at 8.30am and NO-ONE kept me posted AT ALL on the progress. It was extremely inconsiderate, especially as I didn't have access to a courtesy car and was reliant on family for lifts
After parking on the road I waited 45 mins before being seen, I mentioned the parking situation and was told to move my car as wardens operate in the area. Went to move my car and found a parking ticket on the screen.
Long wait to book vehicle in and establish work required Shortage of staff?
The car had to be with you for a day and a half.
Knowledgeable staff, excellent customer service
It was difficult to make a service appointment and initially I was given the wrong advice. Time from call to appointment was longer than expected. Overall the service experience was very poor. See answer to Q3.
Major service & MOT delivered for the price and in the time slot quoted.
Very poor customer service, poor comms and dangerous work
Mot completed quickly and car washed. Receptionist fantastic and car bought right to door for me as I have trouble walking.
Good service - no hassle - informed
Car picked up - and returned immaculate! Communication with my husband and I excellent. The driver picking up and delivering the car back gave us explanations and answers to our queries. Workshop communication with my husband was most helpful.
Unable to contact service department, continuously on hold or ringing out
Again marked down due to poor experience trying to get in contact with the service advisor.
Having bought a service pack with a brand new 335 I was charged £514 for labour and material to replace my brakes despite being told that I wont have to pay the booking was made. Rear brakes had 19000 miles remaining yet it couldn't pass an MOT.
The work was carried out and recorded as expected
The work was completed and the car ready for collection at the agreed time.
poor service. Treated my property poorly, received my car back damaged, then denied all liability as I (the customer) had not asked a member of staff to inspect my vehicle. Disrespected my property further in front of my eyes by damaging my plates.
Always receive exceptional after sales service.
Will made me feel like a valued customer without being pushhy or gushing.
It was in the showroom, so didn't have to wait long :)
Such a good experience I purchased another car
A positive customer support and guidance I was offered during the ordering process of my new car
As previously said the car was not checked for scratches or defaults inside or out . I was told this was common on new cars . I buy new cars every two years . My last car was an Audi Q3 . I gave this up to full filled a dream I had was boy.
Specialist Cars in Stevenage were everything I wanted and needed when looking, closing and eventually buying my car.
The person who sold us the car was helpful all the way through went out of his way. Unfortunately took delivery through another member of staff was ok but not has helpful as the one who sold the car. It clearly had not been checked properly.
Well looked after. Sales staff very friendly. Showroom very clean and tidy. Coffee good
Lovely show room, helpful reception staff, delivery very efficient and professional
The overall experience was simple and straightforward.
I was looked after extremely well by Steve Tierney.
Have been buying from Specialist Cars for 14 years, staff change but always the same great service.
There was an issue with my new car however this was sorted out satisfactory in the end
very friendly and efficient
The experience was very straightforward and in comfortable surroundings. The right staff with appropriate expertise were readily available and willing to help. The Centre had an atmosphere of professionalism which promoted customer confidence.
There was a delay of the car being ready in May, which was through not fault of my own. The handover was then booked on two seperate occasions and cancelled due to bmw finance processing. When handover occurred, I was charged an additional £130.
Professional and knowledgeable sales advisor who kept us fully informed from initial enquiry through to delivery of the car.
Straight forward process, quality service.