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5.0SERVICE
4.5Our 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.
439 ratings and 225 comments received in the last 90 days.
25 March 2025
Kept updated, fabulous service from Jack Bourne
25 March 2025
Very efficient service through out.
23 March 2025
Very satisfied always a great service which is why we keep returning
20 March 2025
Sales representative provided excellent service
20 March 2025
Finance problems quickly resolved
18 March 2025
Jack was excellent, got me a great deal and very helpful
10 March 2025
Warm and inviting . Plenty of refreshments on offer and great atmosphere .
08 March 2025
The purchase was straight forward and I picked up the car about 3 days later.
07 March 2025
A straight forward none pressured environment, Natalia was a pleasure to deal with and had a professional approach very informative. On pick up there were marks left after the protection coat had been applied, not great had to repolish myself.
05 March 2025
Very good service, knowledge and advice also very enjoyable hand over experience.
05 March 2025
Excellent service from my Dealership, the Salesman Mark Graham was excellent
05 March 2025
I had a very good experience at the BMW Centre throughout the purchase process. All the staff I had dealings with were friendly, helpful and knowledgeable. They have done their utmost to resolve the issue with the car to my satisfaction.
05 March 2025
Regular update with the car and costumer service was brilliant including hand over
05 March 2025
An excellent motability representative who can be relied upon to achieve the standard expected by a BMW business. Nothing was too much trouble for a representative who respected my disability. First class.
05 March 2025
We were made to feel comfortable on picking our car up ,time was given to explain the car to us. Being elderly we didn't feel rushed
04 March 2025
Very satisfied, Shannon arranged a test drive in the i4 for us to help us make up our mind. This was really helpful & the new car is everything that we expected & more. She was very knowledgeable about the i4 & explained the electric process easily.
25 February 2025
I have had a good experience getting my new car. Thomas Herus was very helpful throughout the process. I even liked the reveal of my car which made my wife really happy. It was seamless as I did not have to spend hours with paperwork
18 February 2025
Just a good service
11 February 2025
Excellent service from start to finish and speedy process.
05 February 2025
Very impressive dealership compared to others I have visited in the past
04 February 2025
From step one of the process right through the staff we're more than helpful and couldn't do enough for you
02 February 2025
Very professional and very well organised
26 March 2025
Service was amazing, wasn't told at the beginning about the difference of pay towards my service plan
26 March 2025
Job was done quickly and gave a good service chekc
26 March 2025
I was seen on time , dealt with efficiently and politely. The work was completed on time as promised and the environment is very clean and nice
26 March 2025
All OK
25 March 2025
Great service customer is number one
25 March 2025
Did the job but typical wash and vac promised was not available unless waited an hour
25 March 2025
Couldn't be any better
24 March 2025
Friendly staff, quick and efficient service.
24 March 2025
Customer service excellent
24 March 2025
Very great customer services
24 March 2025
I now have to return the car and use a taxi (your expense) to get home and then use the taxi to collect the car when it's fixed. I actually work full time and this is extremely inconvenient!
24 March 2025
Service completed but light still on the dash once I left
24 March 2025
The work was carried out quickly and to a high standard.
24 March 2025
Cost is too high
23 March 2025
There is a problem with the car which has been sorted the time of bringing it back but the same problem seems unable to be resolved I find this strange
23 March 2025
The jobs I asked to be done was not done.
22 March 2025
Aimee was extremely helpful and Very polite. The valeting company who carried out the complimentary car wash was extremely poor. It took me 2 hours to put it right on my return home. E-mail sent to Lookers with photos attached.
22 March 2025
Professional Courteous
22 March 2025
No problems highlighted. Phone call to say car was ready to collect. Staff always courteous.
22 March 2025
Up front with all the expected costs and have never come back to say it would be more.
22 March 2025
Waited 2 months for recall to be completed. No car available to use. Engine light came on after 1 day. Told these are old faults but was not told of them when i picked car up. I was told my car was fine after health check. Never go back again!!!!
22 March 2025
Courtesy vehicle was absolutely filthy from inside and outside. Can't believe I was given it. Only reason I took it was because I was in a rush
21 March 2025
As above.Katherine who I dealt with looked after me perfectly
20 March 2025
Job done quickly and no problems
20 March 2025
Faultless as always
19 March 2025
Well recommended
19 March 2025
Very professional
18 March 2025
The customer service lady Aimee Welch who looked after booking my BMW in for the EGC replacement was excellent arranging taxis for me to get home and also getting back to Lookers when my car was ready to collect and was really friendly and polite.
17 March 2025
You keep getting my prefix wrong! I am Ms. Not Mr.
17 March 2025
Managed to get my car booked in and sorted at short notice.
17 March 2025
Easy and problem free booking and check in. Service with a smile.
17 March 2025
As always top service and help from the team at Looker's Stoke-on-Trent.
16 March 2025
Great friendly service.
15 March 2025
Quick and easy. Serviced whilst waiting in a comfortable area.
13 March 2025
Always good service
13 March 2025
Once again excellent service people there know exactly what they are doing good work
13 March 2025
Took a while to diagnose but overall good
13 March 2025
Friendly and efficient staff
13 March 2025
Everything went as planned.
12 March 2025
all the staff were so great! thanks to the technician who prepared the video and Sean at the front desk that made this visit so smooth.
11 March 2025
When booking in I found Aimee Welch to be most helpful and informative she did make all the arrangements to get me back home so please may I say a big thank you.
10 March 2025
Brilliant customer service, I cannot ask for more.
10 March 2025
Kept me informed of progress throughout the day
10 March 2025
I found it very easy to deal with everyone
09 March 2025
The car had a free check and wash and clean inside while in for a recall and I was well looked after by Amie
09 March 2025
Amy on service couldn't do enough to help and made a bad situation much more tolerable. Great communication throughout.
09 March 2025
I been ignored when my car need service things need to be done
08 March 2025
10/10
08 March 2025
Leaking sunroof not resolved. Car has been at dealer for 7 business days and still leaking. When car was in last, it was left dirty following the work completed on it, both inside and out. Taken back for a full clean and returned with damage to wing.
08 March 2025
Excellent service
08 March 2025
Reasons given in my previous response.
07 March 2025
Problems dealt with ln a professional manner
06 March 2025
Aaron Bates was fantastic. Very knowledgeable and a great help with buying my new car. Nothing was too much trouble for him to help me.
06 March 2025
Service experience was good. Cost was very expensive
06 March 2025
Car was returned with stains on the carpet and door, None wash was requested but car was washed New I drive fitted but maps non functional, return visit required
06 March 2025
again speed of service
06 March 2025
Satisfied
06 March 2025
Same as above
06 March 2025
Jordan was very helpful and kept me informed throughout the process
05 March 2025
Very satisfied, wouldn't go anywhere else
04 March 2025
staff were friendly, can't complain about the customer service as they made me feel comfortable and welcomed. However I requested that my vehicle not be washed since I had recently had paint work done, yet when i received my car it had been washed.
04 March 2025
As above
04 March 2025
as above
03 March 2025
It's true
02 March 2025
As above
01 March 2025
Very professional
01 March 2025
No comms, at all in the day. eVHC was terrible. At collection at 5.30pm (had car since 9am), still no eVHC. Had to ask for it. All Green on the paperwork, video Tyres & pads only. No visual/comments underneath, suspension or engine. Duty of care??
27 February 2025
Sorted out my problem quickly & efficiently. Steve Cooper goes the extra mile.
26 February 2025
Staff genuinely courteous at all times
24 February 2025
Very satisfied everything was explain.
24 February 2025
All staff are polite and very professional
24 February 2025
Quick and easy
24 February 2025
Very efficient & good communication
23 February 2025
The lady who dealt with me welcoming
23 February 2025
As above
23 February 2025
Cost
22 February 2025
Good service
22 February 2025
Relatively satisfied as the service of my car was completed quicker than expected, however the courtesy car I was given only had 30 miles of petrol in it. I put some petrol in it in order to get to work but then didn't use it because my car was ready
19 February 2025
Customer service excellent
19 February 2025
Prompt, efficient, effective and polite.
19 February 2025
As above
19 February 2025
See above
19 February 2025
Staff kept me up to date with what was required for service/MOT in relation to parts and costs.
18 February 2025
Problem solved.
17 February 2025
Work was completed quickly and car cleaned which is a nice extra. Service was expensive for what it was, but no fault of the individual dealer.
17 February 2025
.
15 February 2025
Easy to borrow a car whilst mine was in for a service
15 February 2025
Prices and quotes apart, I was happy with the service I received.
15 February 2025
Brilliant service, fantastic team
14 February 2025
Only negative point was trying to get through to check on the vehicles progress as I was reliant on somebody to drop me off & was restricted on times.
14 February 2025
Fast and Polite service given
14 February 2025
I was attended to by a servicing agent called Steve, He was very polite and couldn't do enough to help with my request. Awarded 5* for Steve
13 February 2025
Nothing is too much trouble, will always help & assist with any issues with my car
12 February 2025
Job resolved and completed to my satisfaction
12 February 2025
Very efficient service advisor (Kate) looked after me and the car from drop off to collection.
10 February 2025
See above
10 February 2025
As above
09 February 2025
No issues, nice and seamless
09 February 2025
Same has above
09 February 2025
Very quick with raised issue and communicated throughout
09 February 2025
First class service and comeunication from the Stoke service team
09 February 2025
Complete professionalism
08 February 2025
From the ease of the automated check in procedure through service video feature of my cars safety condition leading to full first service the process was fully explained to me and
08 February 2025
As explained above I feel like I am worse off after coming to you to get my car repaired.
07 February 2025
Only had to wait about an hour and they even had time to give the vehicle a quick wash.
07 February 2025
See above
06 February 2025
Service of vehicle carried out as required and completed on time
06 February 2025
Expensive oil change, but very friendly efficient customer service
06 February 2025
Very helpful and friendly staff.
06 February 2025
Very pleasant staff, always a first class service ( Kate, Steve and manager Leanne ) a credit to the business
06 February 2025
Would be 5 stars but slightly let down that the boot wasn't cleaned. The rest of the car was.
06 February 2025
Very satisfied with the garage
06 February 2025
Friendly, polite kept me updated
05 February 2025
Good communication and car was ready before time given.
05 February 2025
There's nothing to fault. Friendly and looked after me well
05 February 2025
Everything was done quickly, hassle free with polite customer service.
05 February 2025
Everything explained well and online checking in works well
04 February 2025
Quality job
04 February 2025
Kate was amazing at getting everything sorted for me. Even went above and beyond to arrange parts from another dealership. Many thanks!
04 February 2025
They do what it says on the tin, no surprises
03 February 2025
Jordan was brilliant but making the initial booking wasn't as good i.e. No explanation or offer between wait and all day appointment. I was able to change to a wait appointment in the end when I explained I needed my car back.
03 February 2025
Communication was great from both service desk and garage.
03 February 2025
The staff are friendly and helpful. I am informed in advance of the costs and advised of any future work that will require doing.
03 February 2025
Could not do any better
02 February 2025
Shaun was particularly helpful.
02 February 2025
Lookers, Stoke on Trent branch has great staff who are professional and very helpful.
02 February 2025
Easy book in and book out
02 February 2025
Job completed as outlined.
01 February 2025
Had an issue with tyres they sorted the problem with no arguments as a gesture of good will
01 February 2025
Exceptional service from the Team (Steve and Katie)
31 January 2025
Initially the experience wasn't that great as I was being told I will get charged for the repair work which had already been done. However Leanne who is the service manager at BMW made things right and I cannot fault her at all
31 January 2025
Sean the service adviser was very helpful and friendly, he also helped me set up apple carplay in the car aftrerwrds
30 January 2025
Easy to get in touch & easy to deal with.
30 January 2025
Every time I took the car to be serviced, the guys have been very professional and efficient
30 January 2025
Beautiful site, amazing staff lovely people
29 January 2025
easy and quick
29 January 2025
Had my car well over a month
28 January 2025
You can only compete on customer service and it is poor. My husband asked if he should order his new X5 from you when I got home. I said don't bother they cannot get the little things right.
28 January 2025
Car came back feeling noticeably quicker again, thanks to the mechanics.
28 January 2025
BMW failed to deliver on everything I asked of them. Asked them about; Sat Nav Update - FAIL Service - FAIL Bodywork - FAIL Fix headlight - FAIL Car Mats - FAIL If someone with some authority at BMW could call me I'd love to discuss
27 January 2025
It was straight forward to arrange booking my car in and whilst in the dealership I was kept informed of progress of the work. Excellent customer service from Kate!
27 January 2025
Dropped off my car swiftly with no issues and was ready for collection earlier than expected, i missed the call so a follow up text was sent with all the information
27 January 2025
Response from the service department was very prompt and efficient
26 January 2025
1st class.
26 January 2025
I've known staff there for years and they are both knowledgeable and competent. In fact they are main the reason I go to Stoke on Trent.
26 January 2025
First class great service and exceptional staff.
25 January 2025
Had my MOT while I waited and good polite staff
25 January 2025
Excellent service
25 January 2025
After switching to Renault and going back to BMW I'm so happy and relieved to have trust in a dealership and servicing department
25 January 2025
I was informed of the work required .
25 January 2025
Jordan is a credit to Lookers BMW Stoke
25 January 2025
Dialogue & updates all through process , nothing left to chance
25 January 2025
I was impressed throughout, Katie did a superb job and kept me informed throughout. She was very polite and extremely knowledgeable about BMW and the services that were going to be completed on my car. Definitely employee of the month at Stoke BMW.
25 January 2025
No problems. Good service and reaction from the staff.
23 January 2025
They were quick to resolve the recall issue
23 January 2025
Keeping customers updated on vehicle progress,advisories and initial costs
23 January 2025
The Advisor (Katherine Finney) very helpful, polite and good communication.
23 January 2025
Kate on reception had faults diagnosed quickly and vehicle finished on time only problem took a while between getting diagnosed and actually worked on
23 January 2025
Good quality job completed by friendly and informed staff
22 January 2025
Great price, great service. As a new customer I will be back for further scheduled service and maintenance work on my car. Great job guys.
21 January 2025
On the expensive side for a private owner of a ten year old car
21 January 2025
Very easy.
20 January 2025
Made to feel at ease everything explained regarding service
20 January 2025
Good service
20 January 2025
Great service at drop-off and pick-up from Steve!
20 January 2025
very helpful and friendly
20 January 2025
Again Steve was great on both visits , he goes above and beyond other service staff on the desk.
20 January 2025
My experience was made very easy and seamless predominantly due to the superb level of Customer Service offered by my contact throughout the process, a young lady named Kate. I run a customer facing business and would employ Kate in an instant.
19 January 2025
Not good at keeping you informed and can't get hold of person who has your particular information. Went in to fetch keys on a Saturday as working late on day car ready , person on that day couldn't access the job card for my car as not his job ?
19 January 2025
Fair treatment and all carried out in a timely manner
19 January 2025
Everything runs smooth and on time kept me fully up-to-date
19 January 2025
Polite and helpful. Appeared pleased for the business where previous BMW dealer was difficult to deal with and did not return calls or want the business.
19 January 2025
I was kept informed all the time my car was in there
18 January 2025
Honestly cant fault anything
18 January 2025
Always kept informed
17 January 2025
Good job. Well done.
16 January 2025
Always keep me informed
16 January 2025
Staff were friendly and proffessional. Show room was immaculate. Drinks provided while waiting for the vehicle recall repair
15 January 2025
My service provider at the time, Steve Cooper, took the time to ensure I understood the process and expectations include waiting time. Works was compelted whilst I waited and so he ensured I was comfortable during that time.
15 January 2025
Accommodated us being able to wait because of the poor weather and got the service done as soon as possible
15 January 2025
Didn't have my car for 2 days and charged 300 pounds to fit cameras and was told it was for me too scan the code and for me too set it up me being not technical ? The 300 pounds was labour
15 January 2025
brilliant service from start to finish. pleasant staff, helpful and accommodating.
15 January 2025
Kept informed as soon as car was ready
15 January 2025
Good communication and service.
14 January 2025
Got vehicle repaired in a good time frame
14 January 2025
Jordan and the team are first class
14 January 2025
Due to rapidly changing work commitments I had to rearrange the appointment twice. Whilst I was somewhat embarrassed about the situation your staff were consummately professional .
13 January 2025
I will be honest, when Mr Steve Cooper (Sales Administrative) left Lookers (Knights) a while ago i went to another manufacturer and dealership. The quality of service that Steve gives to his customers is always 100%! He is a credit to your brand!
11 January 2025
They'd completed what was laid out when first dropping my car off
11 January 2025
In a perfect world the faulty light unit would have been fixed at the first visit and not have to make another appointment. Suggest that the service manager looks at the fault with the customer at the time of the drop off to avoid confusion.
10 January 2025
From booking to collection the staff were very helpful
08 January 2025
Usual good communication and explanation of problem and its solution.
07 January 2025
We sat and waited for check to be carried in a very comfortable area plus a coffee was available.
07 January 2025
I cancelled the service request but was still live when I booked the car for a fault so your helpdesk is not talking to be branch.
06 January 2025
Very satisfied
06 January 2025
Smooth easy service
06 January 2025
Sean from service resolved the issue swiftly .
06 January 2025
Some people are just sharp in their voice
06 January 2025
Quick and efficient check in, vehicle was ready and all work required done when I picked it up.
03 January 2025
I was happy with the work that was done and the service I received but a negative was I was offered a car wash which I accepted but when I picked the car up the car looked awful the job was really substandard I wish I had not accepted
02 January 2025
I was completely dissatisfied with my service experience at Lookers Stoke-on-Trent because I felt my concerns about the AdBlue system failure and its potential connection to the EGR recall were not taken seriously.
02 January 2025
I was disappointed for a BMW dealership
25 March 2025
Refreshing change to not have pressure and for the salesman to listen to our needs