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5.0SERVICE
4.0Our 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.
335 ratings and 178 comments received in the last 90 days.
19 March 2024
Kept informed though out
19 March 2024
Car was well presented on hand over and team handled all the paperwork taking the pain out of the admin.
13 March 2024
Amazing Andy russel was a credit to bmw is time and dealing with or the matters was so easy from day to collection
10 March 2024
I was very satisfied with the experience and well looked after
07 March 2024
Very professional
06 March 2024
First let me say that its easy to give 5 stars when nothing goes wrong - in this case, through no fault of Lookers Crewe, there where a couple of marks in the paint, they fully justified their 5 stars in the way they handled the problem for me.
06 March 2024
The centre in Crewe is fantastic. Warm and friendly and inviting. Lovely coffee made for us throughout . Very clean
05 March 2024
Richard was always warm and welcoming. A true gent.
03 March 2024
Very efficient on all aspects of buying the car Greg whom I dealt with on the phone and at the showroom made the process extremely easy.
01 March 2024
I was kept informed throughout the process, mostly done over email which was more convenient for me, really great service from Andy Russel and the team.
01 March 2024
Excellent experience with Greg Bailey
24 February 2024
The personal touch by handing my car over in the private room with a demo of all the features was excellent
24 February 2024
100% completely satisfied. Star voting system error unable to just click on completely satisfied star.
22 February 2024
Super experience and satisfied. Nice staff and very easy transaction
22 February 2024
Fantastic assistance throughout the buying process from Daniel Hughes and the Crewe team
22 February 2024
Simple discussion, clear communication, been kept in the loop, easy pick up
22 February 2024
Smooth and efficient hand over
22 February 2024
Transaction went very well initially all done over the phone and collection and handover were great The car was well presented inside the handover area and the Genius Matt was asked some challenging questions that he handled with ease .
22 February 2024
Wonderful support and advice given by Ryan and the team
31 January 2024
Most accommodating and helpful, both Ryan & Steve went above and beyond to provide me with the exact specification of car within a week and offered me a substantial saving to match stock they currently had available that wasn't my preferred choice.
28 January 2024
Richard Green as usual was right on top of his business and everything therefore was handled exceptionally well.
27 January 2024
From the showroom to the sales process, everything was 100%.
23 January 2024
Promises not kept,
12 January 2024
Daniel Hughes and the team work hard to deliver their promise. Ticked every box.
05 January 2024
I was not rushed in any way on either occasion and everything was explained clearly.
05 January 2024
Very patient and happy to answer all questions
05 January 2024
Very smooth experience
04 January 2024
Very
02 January 2024
Interaction with sales was excellent, Dan kept me informed throughout.
01 January 2024
Steve Edge made sure I got my car on the date that he said
31 December 2023
Richard made the purchase so easy and left me feeling that he was interested in me and wanted to get the correct vehicle for me.
31 December 2023
The team (especially Ryan and Dan) were exceptional. Very professional and friendly to deal with.
21 March 2024
good service
20 March 2024
Super efficient, super organised, lovely people
19 March 2024
provided with video of inspection carried out and and advised about any observations for future care.
18 March 2024
Would have been a 5 however the price of the tyres was extortionate and I didn't have a choice to go elsewhere as my vehicle had had a puncture and was not able to be driven
18 March 2024
Friendly, welcoming from all staff involved. Really pleased with the experience
15 March 2024
Previously I have been unhappy. On this occasion Paul at Lookers has been brilliant. Communication has been excellent, explanations clear and time frames kept to. Well done and thank you in restoring my confidence!
15 March 2024
Problem has not been solved despite car being in garage for a week for other repairs
15 March 2024
Simon and his colleagues in the service department were very helpful and attentive. When my car failed its MOT they went out of their way to help & accommodate. The ladies on reception were also very welcoming and friendly. Coffee is also great!!
14 March 2024
No problems- as arranged.
14 March 2024
Simon, kept me regularly informed on progress on resolving the parking sensor wiring issue on my car. The work was completed and car handed back clean inside and out.
14 March 2024
Everything done as requested
13 March 2024
All good.
13 March 2024
Car was booked in efficiently and things dealt within the time scale requested Simon was the main person I saw and he was very helpful with any questions I had Work completed within the time frame advised
12 March 2024
Paul on service is brilliant , can't do enough for you excellent
11 March 2024
Had my car for repair for over 2 weeks , I had to get in contact numerous times for updates
11 March 2024
They did what I asked, when I asked, in full.
11 March 2024
Excellent service - very easy experience
11 March 2024
Car taken care of very well, an extremely fast repair and return, kindness from the staff. not a single problem afterwards. Car cleaned inside and out and a health check all for free afterwards.
10 March 2024
Great communication and did what they said they going to.
07 March 2024
Great service from Matthew
07 March 2024
Again service department not listening to my issues re the breakdown of my vehicle twisting my vocabulary to insinuate i'd said what happened! when I was reiterating what the breakdown had said the last time (exactly the same issue) I'm no mechanic!
07 March 2024
Service advisor was superb
07 March 2024
There were no courtesy cars available for 2 months so I had to find alternative transportation. However, the service staff were extremely helpful, informative and professional. I didn't feel pressured into making any decisions. Costs look reasonable
05 March 2024
Job was carried out on recall and car was cleaned
05 March 2024
I had some issues the previous week but the car came into Crewe a few days early and all work was carried out and on time.
04 March 2024
Problem was a repeat of an issue under warranty over 3 years ago. Fixed at no cost to me, very pleased.
04 March 2024
From reception passed to Paul Grice who explained everything to us. Shown to lovely waiting area, as much tea, coffee etc as we wanted. Rob Gower & Adam Leigh also came over to check we were ok which was really appreciated.
04 March 2024
Did everything that was asked for ,also turned out far cheaper than anticipated
04 March 2024
Car wasn't complete at the time arranged with no update, I had to call and chase completion. When I was advised the car was ready I arranged a lift to collect it only to be told it wasn't ready and wouldn't be till the following day.
04 March 2024
Very understanding and helpful
03 March 2024
Think there might still be an issue with thee vehicle
02 March 2024
Always a very pleasant experience and since the makeover it's an amazing place to be in
02 March 2024
I was given a voucher last year because my car was not washed after it was serviced and they honoured it even though it was slightly over a year ago which was fab. I felt like the service has improved from the last time I came for my service.
02 March 2024
Great communication
02 March 2024
Time and price given were both as explained
01 March 2024
Very good service. However, times have changed and the service has lost some very good points such as being able to drive me home or provide a car while mine is being worked on.
29 February 2024
Sadly the wrong part was ordered, but not discovered for a week. It's 3 weeks since my car was brought in: the part is not expected for another week. It means that the iDrive is unavailable - no sat nav, no proximity, no clock, no radio....
28 February 2024
I cleared the blocked drain on the sunroof at a cost of £7.99. No removal of interior was necessary. It has since been dried. I removed the notification using Bimmerlink and UCSI.2100 cost £80. I paid the failed investigation of £186.
28 February 2024
Controlled well, pool care available as requested, a very smooth process
28 February 2024
I've been using this dealer for over 20 years and always had excellent service. Since Lookers have taken over there are not many there who I know but service is still good.
28 February 2024
A very friendly and attentive team, I was kept updated and well informed at every step, Paul Grice explained every aspect of my vehicles recall and check over
28 February 2024
Quoted at booking £320 but this leapt after drop off to £520 as filters had been missed! It's too much for an oil change, 2 filters and to check my lights, tyres and pads which I check anyway, it's all a bit ridiculous and not good to change price.
28 February 2024
Previous experience has been variable but now improved. Difficult to get courtesy car or lift.
28 February 2024
Could do better with good communication. felt like something missing this time. i had a good communication in the past.
28 February 2024
Not the best experience. While changing break pads " accidentally " broke my differential charged me to fix it - luckily had extended warranty. Kept my car for 3 days no courtesy car provided. No video shown to me either about the he defect or after
27 February 2024
Very friendly, very efficient. Happy with the service
27 February 2024
Polite and everything on time with good communication.
27 February 2024
The work was carried out to my complete satisfaction.
27 February 2024
No problems, everything as expected from a quality organisation
26 February 2024
Great experience even though not a major job.
25 February 2024
See above
25 February 2024
Kept informed of work progressing
24 February 2024
Helpful staff and well communicated when things took longer than expected
23 February 2024
Lookers proactively phoned me to book my MOT. As they did this I expected they would have the due date in front of them but only AFTER I'd had it done did I realise they'd booked me in 2 days too early so instead of having 13 months mot, I've only 12
23 February 2024
The service was great unfortunately my car had a nail in the back tyre that is still there and it is in an area that is reparable as I showed it kwik fit next day. How you could not tell the customer is very strange and worrying, u should of repaired
22 February 2024
Good service and communication.
22 February 2024
Good communication and efficiency
22 February 2024
On time
22 February 2024
Bit of a mix up over the quote but called me to discuss/clarify and Paul was very helpful and apologetic
22 February 2024
Excellent collection/delivery and service
05 February 2024
Sadly a very poor outcome. A series of events - car booked in for mot and service - alloy wheel and tyre damaged - very noticable - yet it was set up for me to drive away - not professional. Secondly it was failed on mot for the horn - which worked!
31 January 2024
Good service given
30 January 2024
The new service reception / sevice advisory team are excellent and significantly improved from the previous team at the old dealership. I was looked after consistently during my recent visit, the service advisor (Simon Mathews) excelled.
30 January 2024
Great service and attention from staff, courtesy car wasn't return by a customer so I had to wait, and the only reason I gave four star out of five, but understand it wasn't a fault of BMW.
29 January 2024
Left to wait for service when there were staff available on every visit. The service work created another problem which required me to return to the site a couple of days later to get it fixed. At no point did anybody apologise for the inconvenience.
29 January 2024
All work completed. Release of the car was slightly delayed but coffee and a cake were provided which was nice!
28 January 2024
Due to the fact I was told my car needed something it clearly didn't
28 January 2024
The person who I dealt with was excellent
28 January 2024
Great communication. All work done on time, all information supplied but never felt pressured or subjected to any "hard sell".
28 January 2024
Not very helpful in the way you did not offer a courtesy car and I had to bring the car back to do the same job they said was done
28 January 2024
Very satisfied with the customer service, Simon dealt with my service recall. He was very nice and gave me an explanation on the work that was carried out. Thank you for your service!
28 January 2024
Simon Matthews and team did a great job, completed ahead of time and looked after me.
28 January 2024
First class service from start to finish and everything was fully explained. Total transparency of all costs and estimates.
28 January 2024
Lack of customer service
28 January 2024
The service was excellent but the car was not ready when I was told it was and I waited another 30+ minutes until it was
27 January 2024
Don't understand why it's necessary for car to be at Lookers for 9 hours, for a brake fluid service. I would far prefer to wait for 2 hours. This must be possible.
27 January 2024
Everything that needed to be done was clearly explained by the young lady, who kept us up to speed.
27 January 2024
Hard to provide more detail than that already written - however the team overall made spending serious amount of money and pleasurable experience. Plus the product is superb
27 January 2024
No issues - will return
23 January 2024
Service was good car back at reasonable time
23 January 2024
It was reassuring as a customer, that the service team listened carefully to my issues. I was kept informed about the progress that had been made, within a reasonable time, and when I picked it up, it had been courtesy cleaned...thank you!
22 January 2024
Like the idea of a quick and simple drop off and go for servicing.
22 January 2024
Happy
22 January 2024
Our enquiry and recall was dealt with with speed and efficiency.
22 January 2024
Great service
22 January 2024
Hassle free competent work.
21 January 2024
Not very.
21 January 2024
The problem on my car has not been fixed and it reoccurred and I have to bring it in again.
21 January 2024
Follow up on broken brake disc cover email not done and the vehicle was returned dirty
21 January 2024
For the reason above I took my car in for a recall and now the car is not working as it was before I took it in and they can't do anything about it
21 January 2024
On this occasion I was quite disappointed with the service received. Took my car in as the rear spoiler had become loose, and had to be left overnight for the bond to cure. Took 2 weeks and was dirtier than when I took it in - advised of staff issue
20 January 2024
Always receive great customer care and service
18 January 2024
No issues
18 January 2024
Did the job on warranty all good so far
17 January 2024
Initially incorrectly informed how long car needed for work, had to come back different day around chemotherapy hospital appointments very difficult. Had to pay for own taxi home when left car even though BMW recalled the car for the essential work.
17 January 2024
No car cleaned
17 January 2024
Communication is very poor
17 January 2024
My car was completed investigation last Thursday. Issue found some parts to be replaced however it been 1 week now I haven't receive quotation email about the replacement so that the problem not fully resolved. Chased up twice still no email received
17 January 2024
See above
17 January 2024
God people
17 January 2024
Everything was done as promised
17 January 2024
Can't fault the technicians as I understand that struggling to locate the issue of the battery drain but it isn't reassuring that I could have this issue for years! I bought bmw approved used to have some confidence but it's not really there anymore
17 January 2024
very easy to do business ...
17 January 2024
As mentioned above, I was overall happy with the service provided but the complementary carwash was pretty terrible. Though it was a bonus, it barely looked like it'd been touched which is a shame given the price of the service and marketing of it.
17 January 2024
Seems they make the service prices up !
17 January 2024
Was good
17 January 2024
Like I say , I realise this was a difficult fault to fix but take your time on jobs in the workshop . Fix it , test it, have pride in your work . If you damage something deal with the situation .
17 January 2024
Great communication. Found and fixed the fault on my car really quickly and kindly sorted out a courtesy car
17 January 2024
The person who carried out the inspection also signed the quality check box which means in effect he's marking his own work that why he probably forgot to check the tyre preasure even though it indicates on the screen when you get in the car.
17 January 2024
Matt was very good throughout - explaining what would be done, costs and timescales and then arranged for me to use the facilities whilst I waited. Very friendly and professional
15 January 2024
I took 3 days to complete the work.
15 January 2024
As per the above really. The member of staff did knock a little off the price but it wasn't the cost of the work more the timing was crucial
15 January 2024
Service not finished on time
14 January 2024
Work completed within agreed timescale
13 January 2024
When I made the appointment they said the car would be cleaned before returning it to us but I was not, it could have been down to the weather conditions on the day and the fact that I wanted to collect the car earlier.
13 January 2024
I received what I regard as poor service. Visible actions had not been carried out which does not inspire confidence that works that are not visible have been done or done to a high standard. Poor communication top off a disappointing experience.
13 January 2024
As above. The car was eventually fixed by Crewe and is running now.
12 January 2024
Very well looked after in every aspect of the time expended at the dealership. Kept informed at all times of the progress and time.
12 January 2024
The work and reporting was good
12 January 2024
I chose to wait for my car whilst it had its1200 mile service and was supplied with drinks and biscuits whilst I read Straight Six. I was informed of the progress at intervals and they kept to the time promised.
11 January 2024
I rang to reschedule appointment 3 times, spoken to BMW staff but didn't get back to me.When service finish didn't get any call till I rang 2 minutes before closing time . I Informed to collect next day. told car was cleaned but was not till 1 h
11 January 2024
Recall and service item all completed with no fuss
10 January 2024
Service and MOT completed. Paul explained areas which needed to be looked at thoroughly
10 January 2024
Explained everything clearly and listened to me when I had issues regarding the car
09 January 2024
My car was booked in for 9:45am. I did not collect my car until 5:30pm. As the car hadn't been looked at until after 5pm, the part could not be ordered for next day and instead car needed to be returned for a later date. Poor communication.
08 January 2024
See answer to previous Q. Also the people involved were friendly, pleasant and courteous
08 January 2024
professional attention shown by Matthew with clear explanations of issues.
08 January 2024
Honest and fast
08 January 2024
Despite being told incorrect information on the phone and having to wait an hour, I did receive an apology and compensation, and was assured the call I had would be listened to and addressed through training. I dealt with a lovely man called Ryan
08 January 2024
I think I am satisfied- the vehicle condition details eg tyre tread brake pad etc on the form were not completed and I have not received the video mentioned
08 January 2024
As per first set of comments
08 January 2024
Everything sorted under warranty
07 January 2024
Need to return to complete warranty work.
07 January 2024
There's barely any customer service when arriving on site, colleagues walk past and ignore you standing there. Once my issue is fixed I won't be returning to Crewe again for future requirements, I'd rather travel further to Chester or Warrington
07 January 2024
No customer service and no video or vehicle service sheet after the work had taken place
07 January 2024
Based on the above issue.
07 January 2024
See above
03 January 2024
Initially great to deal with while David was dealing with me. Matthew took over and this is when the delays started. Ryan then took over & there was some progress before Sarah became involved and progress stopped. Ryan then got things finally sorted.
31 December 2023
The blue protective film was removed from the door sills I had kept it on there for a reason & it was removed without my permission I wasn't thrilled and ideally want it put back as it was keeping the car is the best condition Matt was very helpful
30 December 2023
Poor communication, poor service and a total nightmare to deal with.
30 December 2023
If you do not open until 9am, do not book for 8am then leave customers out on the road because your guy is late unlocking the barriers!
29 December 2023
The staff @ BMW Crewe were very attentive (unlike Mini) & dealt with the confusion over my vehicle/booking quickly & efficiency & I know it must have been a tough time getting things sorted after the refit.
29 December 2023
As above.
29 December 2023
Largely due to the previous reason. Professional, understanding and service was second to none
29 December 2023
Lack of change in behaviour despite shortcomings being explained.
20 March 2024
The person I dealt with at Looker's Crewe was extremely helpful and seemed to bend over backward in dealing with my requirements. My sincere thanks to Gregg on the sales team!