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Prompt, good comunications and a clean car on return
Very poor attitude by advisers and Tracy i found to be less than helpful
The car was returned to me in pristine condition, having been valeted inside and out.
Customer service was good and car was on time and very clean
Was told car needed brake fluid and major services and that the car would be needed all day. Actually just needed the brake fluid service.
Job done and all issues resolved however 3 weeks on and still no answer to my question on what service put down as faults.
Kept me informed. Courteous. Caring.
Kevin Green always provides excellent customer service and he is the only reason we come back to halliwell jones - please pass on our thanks to Kevin and his manager
I had to visit twice to achieve an update to my navigation system although I had telephoned ahead the first time
Really impressed with the service, didn't try to con me into getting any extras done afterwards (like other manufacturers usually do) and explained the results clearly
Had car 1 day fault showed in I drive...had to arrange recovery myself...no help off bmw,,, car was recovered and taken to bmw...had 3days picked it up..fault still there.
There was little to complicate the work required. First service.
This time, I had no problems but my last few experiences with Halliwell Jones have been less happy. At the time of my last MOT they made a mistake with the paperwork which they were slow to resolve and a complaint was left unanswered.
Booking process much better and a bit less waiting time now to pick up vehicle.
My car was unexpectedly not going to be ready and Mike ensured I was able to get home and a courtesy car was provided until the following morning. Thank you.
From start to finish incompetent. My wife and 6 month old were left for an hour only to be asked to come back another day, without a courtesy car which we'd been told was sorted
Customer service is clearly a priority.
On the last two occasions that brought the car for service I was given incorrect information as to how long the time require was
All went very smoth and too time.
I have always been satisfied with the service received
Warning message not corrected.
Everything was explained to me from the moment arrived and I was kept updated throughout the time that my car was in Halliwell Jones Chester.
Recalled vehicle affects a persons response to this question
Good however bit frustrating to wait a lot longer than anticipated.
Waiting an hour after expected time given
Part fitted on time specified. Car also given a quick wash and brush up. HJ a lot more accommodating then my previous BMW dealers in Liverpool.
Work completed within agreed time slot
Reception staff polite and efficient and vehicle returned within the agreed timeframe
Customer service and facilities were 1st class. Was disappointed the service team didn't pump up the tyres even though the warning light was on. Only a small thing but makes you think what else might not have been missed.
A lot better than it has been in recent years however communication could be improved. Keeping you updated and no waiting too long
See remarks above.
Feel the recall could have been done quicker and no loan car offered
James White , was understanding/ sympathetic and patient regarding my EGR valve problem and resolved the matter most efgiciently.
Issue resolved quickly
Car ready in time and all in good order
Very dissapointed with my visit to HJ BMW Chester. BMW is a premium brand and this sort of experience is expected from either showroom or service facilities. No courtesy car, no taxi home or back, no proper information what service had been carried o
Very satisfied by my recent service. Was seen immediately on arrival and car returned to me on time.
Initially I was advised that there would be a lengthy delay in getting the vehicle booked in to have a warranty (software) issue addressed, with a courtesy vehicle. I found this unacceptable as the vehicle was only 3 weeks old :-(
Free mini valet, was your hoover broken as not clean inside at all.
Minor delays on arrival awaiting a customer service representative
Everything was quick,simple and professional. The complimentary clean was above and beyond my expectations. I only had an MOT but felt like i was picking up a new car!
Fairly satisfied. Bmw operated a collection service in previous years which was much easier did not inconvenience the business day
Car wasn't washed or valeted very well.
See response to Q.1
everything went as planned able to book further work required there and then courtesy car a great help
Because I was very satisfied!!!!!!!!!!!!!!!
The vehicle has been in for repair numerous times with engine faults
Satisfied with service.
I had to pay for a minor adjustment to my handbrake despite the car only being 18 months old and having a service package
Car fault sorted and problem dealt with quickly
This was for a recall. When booking my car in, there was no option other than to come during your working hours. I had to take a day off work. I wasn't given a courtesy car or any other transport. It felt like you thought you were doing me a favour.
Very efficient service department and people very pleasant to deal with.
Good service as expected. Help when needed.
My own experience and that of other family members who have BMW cars.
kept us communicated with the repair and its progress.
Kept myself up to date with how the car was getting on and gave exact times to come pick the car up. Was no delay or issues
All management is ignorant they don't care about what they selling after you buy it, it's your problem and they keep denying everything even if you give them evidence in there face they still denying everything.
Good customer service
I was impressed with the speed of the service and the courtesy of the staff. It was also nice to have the car valeted.
Top class service all round.
Because my car still has the fault it went in with and no one has made any contact to tell me why or when it can be rectified.
I was asked to provide feedback and there were a few issues with the car. I was promised that these would be dealt with. they were not, and this small space does not give me the opportunity to explain the failures.
Came fot the MOT, and drove away with a new MOT and a clean car
Work carried out as I asked for, staff are friendly and helpful.
Service was on time and everything was done properly.
A return visit (hence not 5). Efficient and helpful staff
Everything went smoothly. All my queries were answered in a good timely manner
They diagnosed and fixed the car and updated me with progress along the way. Just the way it should be.
First visit ........good start really liked I could have it done on a Saturday morning
highly professional experience
All booking in procedure followed well
Mike was brilliant and the car was repaired within 24 hours. Brilliant service.
I phoned up 24 hours before asking for a front tyre to be replaced, on arrival nothing was on the system. Then no contact until c2pm on the service day to tell me that the tyre could not be replaced until the following day. I sorted elsewhere.
The waiting list for a service with a loan car is extremely long. Had to rent a car for £100 plus. In some places (eg Cardiff) they made a deal with the near buy rentals to facilitate providing loan cars.
Kept to their promise on time
Disappointing that they didn't investigate fully as the battery discharged in less that 24 hours.
Improvement with regards to timekeeping. The time the customer is told their car is going to be ready could be better as each time my vehicle has been in for a service it has always been ready later than I have been informed during the drop off.
Professional staff , nice surroundings , easy to check the vehicle in , a call when the service was completed , car washed and valeted , all the work carried out explained.
Car not fixed, needs to go in again. Tyre pressures incorrect
Didn't give me copy of service details. Car had warning sign when left. As it turns out was just tyre pressure resetting do no problem.
As the only requirement was to install my winter wheels this was completed quickly.
Service was completed on time, efficiently.
Work carried out satisfactorily but differing advice between booking in and on the day would benefit from coordination.
Just a guess, really
When I took my car to be valeted, I had to wait longer than I had anticipated.
Again the Service Manager was most helpful contacting BMW and they agreed a good will gesture.
No courtesy cars are available. £6 is provided for a taxi but that isn't enough to get to the train station.
Sorted out whilst I waited and took less time than expected
Poor service and customer service!misleading
Excellent service. After sales staff very helpful and professional, and I will continue to use this after sales centre due to this, even though they are not my local dealer.
Very organised and efficient.
The waiting area & facilities provided were very good.
Everything is dealt with to the highest standard and there is nothing negative about the experience.
I'd booked a loaner car, but when dropping my car off the staff looked shocked when I asked for the loaner car I'd been promised when booking in the first place.
At Williams Liverpool I was made to feel like I was causing them hassle when booking my car in. At Halliwell Jones I was made to feel welcome. The feedback I recieved from the sercixe assistant was great
Very friendly and helpful staff. Nothing too much trouble. A very satisfactory experience.
Friendly and knowledgable staff. Service department could be improved in terms of dealing with paperwork.
It was spot on
Staff are very friendly and helpful.
Staff were helpful soon as I walked in, very comfortable waiting area, all that was missing was waiting on staff for the coffee....
The attention I was given .
Clare gave honest and informative answers to all my questions
Always receive outstanding care from Louis McCallow, hence that and the quality products from BMW for returning.
Prompt efficient service
Direct conversation with staff member during delivery and collection was friendly and efficient . On arrival in both cases was directed to take a seat without any indication of expected time before these conversations .
Efficient and knowledge service staff
Waiting area is comfortable with wifi, complimentary drinks with snacks at low price while waiting.
The original car was reject due to a fault on collection and replaced with an equivalent 'like for like model'. I understand that cars do have faults but the communication during the process was not great. I had to make all the calls inbound.
Super service throughout
Beyond extremely satisfied with purchase and delivery of my new car compared to the experience my Husband endured. Scott Parker was a major factor in why I chose my new BMW. Not enough space so please see answer in Q3.
Nothing more to add, just excellent friendly professional customer service.
I explained in question 1, I am totally satisfied
Very friendly and polite staff. No pressure to make my choice, no hard sale technique. Great showroom
From start to finish the service from Haliwell Jones was excellent. The New Car Sales Executive, Louis McCallow, was professional, friendly & exceptionally helpful
The car was collected at 16:30 on the last day of October with faulty safety lights coming on. This was pointed out only at the point where I had no choice to take the car home with the fault displaying.
The sale was completed quickly and covered everything I needed to know. everyone I talked to was helpful and polite.
Customer service was great and we were kept informed at every stage.
Very relaxing and reliable staff made feel important and valued
Car sales man spent time looking for car to meet our needed as it needed to be a car delivered by Christmas. The dealer handled all the paperwork extremely well . On collection we can say it was the best handover we have had from any dealer.
As above always looking and guiding the customer through the whole process.
Halliwell Jones and Stuart Holland in particular are a pleasure to do business with.
Again had a great experience .
Good friendly service throughout made me look forward to collecting the car
explained the interior and connect of the car but this was time limited which cannot be avoided
Service was great very helpful and gave us great information about the products went through everything about the car before we left the man who dealt with us was great
We were looked after from our first visit through to delivery in an non intrusive way by everyone we came into contact within the Chester showroom.
Jon made the whole experience easy and quick. Gave us loads of Info and explained new features. Whilst you hav a handbook it's nice to get personal advice and pointers
They sorted the mess out at BMW Finance for me.
a few hiccups but nothing to damage the experience
I couldn't fault anything in the process.
Vehicle should have come with driver record but not installed Sale person was inexperienced ( and not supported by her colleagues) and could not go through iDrive functions Paint protection. Not requested and automatically added. No docs given
Everything ready and didn't have to wait to sort out the paperwork
Kept in the loop from start to car collection.
Really helpful and easy to communicate with.
The showroom was a delight to walk around, no hassle but help if you needed it. The hospitality was good, lovely coffee. Very friendly polite staff.very
Immediate problem with missing locking wheel nut key which was rectified day after pick up.
Staff very accommodating and very helpful through the entire process, even when I was having problems with my other car, they were very helpful and gave me great advice