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Every person I spoke to and dealt with was beyond polite
The job should have taken a day but took 2 days. On the second day I was not told the car was ready for collection. I had to phone twice and eventually had to turn up in person at the dealer to find out what was going on.
Couldn't have been provided with any more assistance or been made to feel so comfortable with the process.
Not completely happy as told reception that I would be in the showroom if they needed me the man responsible for my service needed to talk to for a decision on something but instead of calling nota ting me in the showroom he phoned my wife's mobile,
Courtesy car provided for my disabled wife as it was a mobility car and car cleaned and valeted throughout.
Parking was difficult at Specialist Cars Stevenage & there was a 30min wait for loan car so I have only awarded 4.5 out of 5 ! Apart from these issues the overall Service Experience was Excellent.
I would have been completely satisfied if I'd had the correct message before arriving to collect my car. However the service agent acknowledged this and ensured that this was taken into account
Poor communication delays
Once the car was booked in, the service was very good however getting through to someone to book it in in the first place and getting correct information prior to the appointment was very hard work and took a number of phone calls.
Friendly service from the minute I walked in the door. Professional but approachable which is a niche capability to have.
Great customer service
Done quickly and my car was cleaned aswell.
I booked my car in for a service, MOT and wheel swap. I delivered the car at 9am. I had not heard anything by 5pm. When I called, the adviser told me my car might not be ready that day. I told her that I needed the car for a journey to Yorkshire.
After the second time I went back for the same part, I waited for another hour (that's 3 hours in total so far) and I was informed that yet again they'd ordered the wrong part.
Communication was brilliant
Slight delay . Was waiting longer than the scheduled time for completion of job.
Easy to book a service with Specialist cars Stevenage. However, even though my car was left for a whole day to complete a brake fluid service, no care was taken and it was returned to myself with the front nearside wheel nuts not tightened.
Communication was poor. The car was booked for brake service and initially communication was good regarding other work. But no communication about when the car was ready...I had to ring to chase progress report.
very good service, with the only niggle being I had to chase for updates on my car which required approval from me to complete additional works that meant a delay and my needing to collect the car instead of being delivered back.
Not full marks as dropped the car off the day before but still had not finished service by 4.30 following day. Traffic too bad on a Friday at that time to get to Stevenage to collect. Collected it early Saturday but still had to wait 10-15 minutes.
Staff is very courteous
As the work was completed as required and took on board an issue from last year.
service always keeps you hanging around to be honest it drives me mad. plus there is never anywhere to park The guys at Hitchin do a great job much less time wasted
See above. Poor wash and service indicator not re set
Had to stay at service centre which ruined my day off.
Didn't have my paperwork when I turned up, very slow service when I came to collect
4/3 My car had its first service. I flagged issue with paint, boot light not working and wireless charger not working. None of these issues were fixed on 4/3. I returned my car 12/3 and advised you that I would collect when ready. 29/3 wireless not f
1. Booked in weeks ahead. Dropped in early. Told I needed the car back by 6pm. Call at 4pm 'we've just started to look at your car, do you mind if we keep it in overnight?'... Yes I do mind! 2. Collect. Rear wiper not wiping. Lift arm, wiper falls of
Car dropped off at 8am on 29/3/19 for a recall & a service. I returned at 5pm, 9 hours later, my car had not been serviced. I had to wait another 2 hours for the service. My car has been misfiring since & I have to return tomorrow to find out why.
All individuals were good. Unfortunately if the product that has been manufactured has a variety of faults they are left to field the problem of sorting things out. Which they did each time, eventually.
Car was ready on time and I was kept informed of progress
The service was only a MOT but the garage - Specialist Cars Stevenage - were their usual high standard.
Staff was friendly and very good,nice tea and coffee, was told car ready but was still being washed slight communication problems.
The service department is so inefficient. I waited 30 minutes just to hand over my car and the over 40 minutes to collect it. Plus the customer parking is completely insufficient and uncoordinated and I ended up parking in the road.
The whole process was efficient and convenient.
The experience was really good just trying to contact the dealer by phone was extremely difficult and we ended up switching to on-line booking which worked extremely well. The service on the day was very good and the car was returned cleaned.
HAD TO WAIT 40 MINUTES IN WAITING AREA TO PICK UP MY CAR. AFTER THAT JUST HANDED ME THE KEYS AND PAPERWORK IN ABOUT 20 SECONDS FLAT. NO EXPLANATION OF WORK COMPLETED. REPORT SHOWED IMMEDIATE ACTION REQUIRED ON BRAKE DISCS AS THEY WERE AT MIN LEVEL
It has never been necessary to complain about any aspect of the service in 25 years.
As above. Also they have a Great parts department too they are always knowledgable and approachable. The coffee area of the waiting area is now a very pleasant place to wait.
Had to wait over 45 minutes for keys to be returned and pay. Was also offered a complementary car wash on arrival which was not done.
Was kept waiting to pick car up for an hour. Then on way home car reported low oil I had to take it back and was told I would be emailed with money off next service I have still not received that.
They fixed my car's horn.
Took Stevenage 2.5 hours to change 2 new tyres. Short staffed one man doing 4 cars at same time. I had to complain as I was waiting for my car (they know this pre booking) and needed to get back to work. Stood in reception until my car was ready!
Enjoyed the service. They were busy but dealt well with my visit
The service wasn't of a high standard, I had to wait around for around 1/2 hour to be served and collect the courtesy car once I arrived at the office. This is the second time I've used specialist cars and its been the same on both occasions.
I thought the introduction of the video MOT was great.The person that we dealt with was open and honest with us which we appreciate and the car was cleaned when we picked the car up.
I have always been been given sound advice and assistance when needed.
Done on time, no issues
Prior to checking out and my reminder to the clerk handling payment, a technician was summoned to look at the dent. he advised that it could not be repaired by a "Dentmaster" type operative.
Terrible service. Brought car in at 8am. Minor service and car still not ready at 6.30pm.
I was incorrectly advised that my car needed an Inspection 1 service whilst clearly this is a condition based service and the car's indicator panel shows there are still another c. 3000 miles until this is necessary.
It's hard to get excited about the draining and replacement of 4 litres of oil and a car wash.
No parking space on arrival to drop car off. Not possible to get any phone response and confirm completion of service before returning to the garage. Arrived at 18.00hrs to collect car and waited approx. 30mins. No valet. Staff apologised.
I would have liked to have known what I was paying for the service beforehand I was disappointed that despite spending almost £500 on a service the car was not washed and vacuumed due some sort of mix up
Very satisfied with the service, but some follow up work could not be done on the same day
Appointment at 9.00 for a service check and mot, took about 2 and a half hours.
Too long to do the work, told nothing wrong with the car, car returned damaged
poor To nonexistent information on eta for vehicle pick up time. Lengthy delay to pick up with poor information. No update in works carried out.
Pleasant people in nice surroundings. Needs more customer parking.
The front of sales team were not connected to the service team enough and I was not informed of the likely cost of the service or how it was getting on. I had to have my car for the next day so I just arrived at the service centre at 5.45.
Took much longer than I was told it would be.
I visited SC to make an appointment to investigate error reports in car - the intention was to drive to Germany 3 weeks. Had to wait for a phone call. No phone call after 2 weeks so phoned SC. Earliest appointment was 2 wks so cancelled German trip.
I was completely ignored when asking for a call back on the original day I phoned. I then didn't get hardly any updates on the whereabouts of my car when it was taken. Also I had to keep calling to get any kind of update.
Job completed as required.
Unresolved problems but I have faith in the service manager to sort them at this point. It would be good if they would take my video evidence at face value but I guess it is BMW UK which prevents them from doing this without losing out.
I was very disappointed on pick up,left waiting for almost an hour just for my car to be brought to reception and pay,didn't feel valued.
Because everything was completed in an efficient and friendly manner
Booked the car in for a service, its now 2 years old. When booking it in I also got them add the water ingress in rear lights and door sill plates not illuminating on the job card. 5 days later I have the car back, not all work completed.
BMW service centre waiting area is far better then any other I've seen. The staff are polite and professional. But, communication is bad! The service centre is poorly managed they had over booked customers with insufficient staff.
Two stars:on the last visit, some amends were made after a dispute and done so genuinely and it was appreciated.Face to face,your staff are really good.But on the phone,I do feel like they put the phone down and forget.Otherwise, comments as above.
Always happy with the service I receive from buying the car, through to aftersales car
Some confusion regarding how long brake service was going to be. Soon sorted by Specialist Cars, thank you.
The car has cover under service plan. The car was retuned to clean and with no faults reported. We were given advice about tyre wear and when they would likely need replacing.
I booked a service on a Sat am which I was told would take 1.5 hours. I had to go in before hand so they could read my key to determine what service was needed and that took over half an hour. My actual service took 3.5 hours without proper washing!
On this occasion, the experience was marred by the drawn out process of fixing the problem, first reported in mid January. The fact that it took two visits over a period of two months was somewhat frustrating.
Queried why the bill was ~30% higher than the original quote, but so far have received no explanation. Whilst I recognise that prices may have risen since the quote was calculated in November, the increase appears excessive and I'd like to know why.
I had to wait a while to get an appointment when I needed one
I asked for 2 specific things to be done as well as the service. Only one was done...the other was forgotten ....checking the headlight levels....this was important since I was going to France in a couple of days. I had given plenty of notice of this
Great service, not a lover of the cost
Specialist cars is not what it used to be. My appointment was at 10.30 - at 11.03 my car was still sat in the car park. Communication between staff is extremely poor, service is extremely slow and some staff are arrogant and defiant.
I wasn't personally not present, however I'm am rating this 2.5 to the feedback, comments and feeling expressed by my wife.
Appalling service. Completely unable to communicate with them and very off hand service advisor.
See complaints. I am still awaiting answers
I was supposed to be having a collection/delivery then they asked if I would deliver the car and collect but they would give me a courtesy car. The car wasn't done in the day so asked if I could keep the car, then they wanted to charge me for petrol
Always high quality and very professional, slightly less as had to wait all day for my car but the reason was explained so that's fine.
Having made arrangements to bring my car in for the recall - no one contacted me and when I phoned towards the end of the day to collect my car, no one knew it was there and the work was not done.
This was a limited service lots of visual inspections and change brake fluid. Hope a bigger service is as good when it comes around.
very customer oriented
Took 3 days not 2 as previously advised. No updates, didn't answer the phone or complete call backs. Had to walk to the service centre during work hours for an update as everyone was too busy to speak on the phone. Ended up getting home 7 hours late.
I was waiting in the waiting area when the TV screen said that my service had been completed. I waited a further hour and then enquired if it was ready. The car was and had been parked up for this hour.
The last few experiences have not been to the standard expected. The building and facilities are excellent, how ever the customer interaction is below the expected level. Failure to provide accurate completion times, mean unacceptable waiting times
They did what they say they would , although very busy I didn't have to wait to long for an appointment.
ONLY COMPLAINT ! ,I HAD TO WAIT 45 MINUTES TO BE SERVED ,ON COLLECTING MY CAR AND PAYING MY BILL.SURELY SOMEBODY ELSE COULD HAVE STEPPED IN TO AVOID THIS ?
From previous experiences to recent experiences there has been a change of confidence in service delivery. After service noticed Traffic Camera had been disconnected, why? something to hide??
Booked in for 9.00am for Service and wait. Decided to let garage complete work on seat so left car Contacted 15.00 for Update - Had not started service - Disgusting, if its booked in for 9.00am then it should have been serviced near that time.
Would have been completely satisfied, only quibble was the lead time in getting a space for the service to be done. Think was about 3-4 weeks before a free slot?
Good level of customer engagement particularly from David when eventually getting hold of him. Updates from the service desk would of been sufficient but not forthcoming.
Service requested and ibstructions not followed. Had to book further visit for software update. Paid more than expected when booked online.
Very polite staff and comfortable waiting area
Car park was chaotic when I arrived with no places to park. I drove off and returned 10 minutes later when there was one space being vacated. There was a scratch on the rear bumper after the service.
I called 5 times and no-one ever called me back. I eventually had to insist on holding until I could speak to someone to then be told you couldn't rectify the fault I needed fixing
All the staff make everyone feel a valued customer. Very professional and polite and they are able to adapt depending on the type of customer they are dealing with
Smooth booking, collection and return service.
Staff professional and helpful, service personalised to my needs.
The service has been faultless. The fact the car can be picked up and delivered to me for service or mot is very, very important. I appreciate warnings of things that will need fixing soon, so there are no breakdowns or unexpected faults.
.My X5 was a recall repair re the alternator. I only found out my X5 was on the recall list by looking on the DVLA website. BMW did not inform me of this recall.Specialists Cars were unware of any recall as well. My car was booked in 4 wks .
It was difficult to speak to the service representative when there was an issue. I waited for about an hour when I attended to collect my car. Totally unacceptable.
I had the advanced car camera fitted but there appears to be a fault with the wiring but it is ok the lady on the bookings said it won't be an issue, I just hope the car doesn't catch fire!
Very satisfied with actual car service. Only feedback would be that I was waiting during the service and my car was parked outside finished and waiting for me for at least 15 minutes (probably longer) before a service person came to find me.
Service carried out exactly as planned , on time and efficient
My car had an MOT and passed. When it was returned to me the wind screen wipers were not working.
easily accessible staff
Perfect. No Hassle. A good service for me and the car
The staff were very professional
I was told on the Friday the car was ready to be picked up. I said I would pick it up the following day, which was Saturday. I arrived on Saturday at 10.30 to pick my car up. I had to wait 50 minutes. Far to long as far as I am concerned.
Staff and work seemed good, but you need to improve the telephone experience
Car was in for a brake fluid change. From the moment I arrived (15 mins early) to the time I left exceeded 2:15 hrs this did include a quick wash and brush up. With today's servicing equipment I believe this to be a bit excessive.
Despite being informed my car was ready for collection,on arrival at the garage I still had to wait 20-25 minutes for my car keys
Very good service given
SEE ABOVE THE LEVEL OF SATISFACTION WILL GO DOWN FURTHER IF THIS IS NOT RESOLVED.
They volunteered to collect the car which was good. When it was returned it had a red brake light warning which cost me money to correct the problem at another garage.Personally I would have phoned to warn me that a light had come up.
Booked in for service and to have alloys replaced. Dropped car off on that basis, having taken day off to do so. No problems flagged on check in. Very difficult to get a progress update. When collected alloys not done. Still waiting for solution
For 2 reasons: I had seen glitches with infotainment dashboard but nothing came up in your tests and secondly the car was not even properly cleaned after the service, very disappointing from what you expect from BMW
I was promised a callback and never happened. I guess once we give you money you no longer care?
Woeful, two visits and no further forward.
Prompt efficient service
The work was completed within the stated time
Very nice reception when I booked in and sat in a comfortable area whilst the service was carried out and kept me informed Work was carried out satisfactorily within the time slot
Steve Tierney was very thorough from day 1 with spec details and was always available to answer my questions. The handover was very nice and my children were very happy with the gifts Steve provided for them
I found that I had no disruption to my work life and when I asked for information it was done and I had quick response to any questions asked.
Very professional and friendly. Good communications. Good understanding of what I wanted from a new car. Happy to arrange test drives for me.
Car was not prepared properly. White marks around the bonnet, the handbook left in the boot along with loose plastic covers, sales signage and various rubbish. Faulty bonnet - does not close properly.
Every part excellent
I have been a customer for many years and Steve Tierny was knowledgeable and willing to spend time in helping me make my decision.
From the initial greeting to the handover Specialist cars made us feel both valued and welcome. The flowers from Angelo were a lovely touch too.
Always a great experience at Specialist cars Stevenage
Not taken delivery so cannot comment.
Good service but some frustration with changing delivery dates
I was completely satisfied
Sales man was great made us feel special
Great customer service and communications from Sophie.
Gary Hampton in sales was a great guy to deal with, certainly knows his products.
I am still awaiting a key wallet and cleaning pack.
Timely, clear information, very comfortable to do business with.
Great service. I would recommend the Stevenage branch as well as Steve
As mentioned above the whole changeover process was painless
excellent service from the motability specialist angelo made everything really easy
Sales person was more than helpful
Ryan, Dave and the team were excellent, looking after me very well despite me dropping in 'on spec' one morning.
Amazing showroom, every refreshment possible on offer.. from coffee to children's fruit juices and Toys to entertain my toddler. Brilliant.