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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.
481 ratings and 237 comments received in the last 90 days.
09 November 2024
Everything worked perfectly and I was very pleased (again!)
04 November 2024
Tom here's and James downing was ??
04 November 2024
All staff that we spoke to were extremely helpful and very patient when we were deciding which car to have.
03 November 2024
Had the new car delivered quick Smooth process
28 October 2024
The purchase was smooth. Each document I was asked to sign was explained in detail. At no time did I feel uncomfortable. On the actual hand over Mark gave a lot of time to explain how the software works. Believe me I had a lot of questions.
28 October 2024
On time - well presented - time spent on the purchase and handover was more than satisfactory.
20 October 2024
nice environment. Friendly reception
18 October 2024
Transparent and clear process
05 October 2024
Lookers BMW sales centre at Stoke is a fabulous experience, from the moment you step into the show room you are greeted by professional staff who go above and beyond to make the experience as smooth as possible. The showroom is very welcoming.
04 October 2024
Very helpful, attentive, and knowledgeable staff at Lookers. Dan and Izaak were superb and assisted me where necessary.
01 October 2024
Excellent showroom with excellent facilities
29 September 2024
No complaints at all.
29 September 2024
Izaak was excellent
25 September 2024
The team at Lookers Stoke-on-Trent have been fantastic. They certainly have mastered the personal touch.
23 September 2024
Excellent
22 September 2024
Was a great experience highly recommend
20 September 2024
Incredibly helpful found me the perfect spec car
10 September 2024
Up to date details from start to finish of purchase
10 September 2024
Very good experience at bmw centre
06 September 2024
Jack Bourne was highly professional and answered all questions
05 September 2024
Very satisfied, from start to finish I was updated by Tom over email and phone from when the car was ordered to when it was due to arrive and also from taking the delivery of my car.
05 September 2024
The sales process and delivery of our vehicles were first class.
04 September 2024
I was very satisfied whith my experience purchasing my new car at Lookers Stoke on Trent. I was looked after by Jack Bourne from my initial enquiry right through to vehicle collection/handover. He was extremely helpful and did an excellent job.
30 August 2024
The purchase process was made so simple by Shannon and as a first time car buyer, the whole process was less daunting. The delivery/collection process was smooth and helped me to rearrange the collection day due to difficult circumstances.
28 August 2024
My sales advisor Jack Bourne was brilliant any problems always rectified
23 August 2024
Great service completely satisfied with the service and the car delivery was amazing.
14 November 2024
Got job done in one day
14 November 2024
I was kept updated throuout
14 November 2024
Friendly customer focused, explained all details what was required.
13 November 2024
Kept me informed throughout
13 November 2024
I didn't have to wait long for an appointment to carry out the work. The self check-in service is great - no waiting in queues. I was informed when the car was ready for collection. Friendly staff when I collected the car.
12 November 2024
Vehicle recall handled well and able to collect my car at a time that suited myself.
12 November 2024
Good service
12 November 2024
The problem was rectified without fuss.
12 November 2024
Told what the possible outcomes were and got the cheapest one
12 November 2024
Nice garage , places to work and coffee avaiable . Washed at for me. Helpful staff
12 November 2024
Great customer service
12 November 2024
Good pricing and excellent service and communication.
12 November 2024
Looked after my car well
11 November 2024
Investigation cost was charged, a problem was identified but i was told it would need to get worse before it could be fixed. Everytime i get my car back, the aircon is turned off - it then steams the car up when driving when its turned on - leave it!
11 November 2024
Everything went very smoothly
11 November 2024
I was disappointed with the quality of the complimentary car wash, the alloys were still dirty in places and bird muck still on the roof.
11 November 2024
Not washing the car as promised
11 November 2024
Originally told 2 days, ready in one!
11 November 2024
Totally satisfied
09 November 2024
Everything in a professional manner
09 November 2024
Cost always hurts!
09 November 2024
Because the staff are all polite and helpful
08 November 2024
The work was done quickly as promised, and I was able to work on my laptop in a designated area of the dealership, and was provided with a free coffee.
08 November 2024
Very satisfied with them
08 November 2024
All issues and questions delt with
07 November 2024
Assistant was very knowledgable and advised me of the app and how to connect it with my car. Also provided feedback on the service even when I wasn't expecting a call.
07 November 2024
Really appreciate the fact that I can hold onto the courtesy until the work got completed even though it took much longer than expected
07 November 2024
From start to finish, the staff were always helpful in explaining the issues and the whole experience was not too stressful and very easy. 10/10.
06 November 2024
Booking the vehicle in was easy. The service advisor was excellent, I was kept informed and updated. I was shown to the car and all the paperwork was discussed clearly.
06 November 2024
Always get an outstanding service whenever I visit
06 November 2024
Issue resolved quickly and car washed
05 November 2024
Very clean professional detailed work carried out
05 November 2024
Very good service, pleasent and a fast service.
05 November 2024
Based on the work being carried out efficiently but mainly down to the service advisor, Steve.
04 November 2024
My query was dealt with very quickly by Adam and car booked in with the service department. Regular contact and updates were shared and my car was fixed. Jordan was extremely helpful and the customer service was amazing..
03 November 2024
Very satisfied, car was returned washed and on time.
03 November 2024
Completed task as stated
02 November 2024
No problems, did what they said!!
02 November 2024
Handled all my car needs quick
01 November 2024
I feel that we (our Company) was continually chasing for updates. Car not properly checked before handover. Arrived at dealership for handover and the new vehicle could not be "taxed" due to "recall" requirement....on a 115K car!
31 October 2024
The service agent was very friendly and knowledgeable and kept me updated on the progress of my car. Very professional.
31 October 2024
Friendly/helpful staff - work completed in good time etc
31 October 2024
The reason for this average score is that when you phone up for service/parts no one ever answers the phone.Very poor customer service, I tried for over an hour to find out the progress of repair.Eventually the receptionist had to find out for me
31 October 2024
NICE ENVIRONMENT, EASY PROCESS TO ARRANGE SERVICE AT CONVENIENT TIME TO MYSELF. WAS ABLE TO WORK WHILST WAITING FOR VEHICLE SO MINIMAL INCONVENIENCE AS WELL.
31 October 2024
Mot wax done quickly but the wash seemed to take forever I saw the car in the mot bay at 0900 but left at 1145 so can only presume the delay on the wash. Comfortable place to sit, work and wait so no major complaint
30 October 2024
Please see previous notes
30 October 2024
i just need my car back didnt think it be in this long could have had a hire car ??
30 October 2024
Good customer service
28 October 2024
I was completely satisfied
28 October 2024
Very satisfied with the speed my car service was conducted and the pleasant surrounding of the waiting areas, plus the reception staff were very congenial
26 October 2024
All fixed and good communication
26 October 2024
Good
25 October 2024
I am very happy with It, Kate from service (I hope I sell it right) always is on top of the job and she is very understanding and always helpfull
25 October 2024
No issues at all, straight forward
24 October 2024
Satisfied
24 October 2024
Liked the service team and experience was efficient
24 October 2024
First class service
24 October 2024
Quick and easy check In/out. Did a good job of cleaning the my car.
23 October 2024
Excellent service
23 October 2024
Great service from Kate, from dropping off the car to completion, Kate took the time to go through the whole process.
23 October 2024
Professional and quick to solve issues
23 October 2024
Great service, £100 BMW credit given not expected. Car cleaned inside and out. Also supported get to work after dropping car off organising taxi for me for the few miles needed to get to work.
22 October 2024
That is a much lower score than my usual 5. I had booked a courtesy car but at the service desk I was informed that the recall would only take approximately 15mins to fit if I wished to wait. Knowing this I would have adjusted my days commitments
22 October 2024
Much longer wait than I was told when I booked the appointment
22 October 2024
All staff very attentive especially Katie & Molly
21 October 2024
Service advisor was knowledgeable and ensured a question I had was addressed.
21 October 2024
Job done. Long wait. Didnt even bother clearing the fault codes off the car. Had to ring them as the ( video inspection) link didnt work. As it turned out it was purely to upsell me new tyres that had 5mm left.
21 October 2024
No urgency to complete task sat in reception for 3 hours declined offer to clean vehicle or I would have sat there for another hour
21 October 2024
See above.
20 October 2024
Fixed quickly
20 October 2024
The technician was honest and professional. I went in for a brake pad service and he ended up informing me I didn't need brake pads and it was just the sensor. Also, gave me an insight of the condition of my vehicle too.
20 October 2024
On time
20 October 2024
Very pleased with the service and and professionally care by all of the team whilst having the car serviced
19 October 2024
John was very kind and helpful
19 October 2024
Speedy drop off with the pre booking system and the service desk contacted me when the vehicle was ready.
19 October 2024
Excellent customer service from Katy Finney. Very efficient and everything explained clearly.
17 October 2024
Very happy with dealership
17 October 2024
Car came back very clean all paperwork of work done. Very pleased.
16 October 2024
Completed as per the requirement.
16 October 2024
The customer service lady was spot on. The car only required a drivers aribag and instead of going through the loan car paper work, she said if i wait they will get it done with 30 mins. Job was done whilst i enjoyed a coffe..
16 October 2024
Unlike other dealerships where they have created a designated space, there is very limited capacity to work whilst waiting for the service to be done - the furniture, noise levels and background music don't allow you to work normally.
16 October 2024
Excellent service from start to finish from checking in to regular updates throughout servicing excellent.
16 October 2024
Great! Loved the video too, very helpful
16 October 2024
I was dealt with promptly, and was kept up to date on progress
15 October 2024
The booking experience was very poor. I was told that a taxi would be available to take me home, only to then be told that wasn't possible. My car should have been booked in for a brake fluid service and MOT, however, the booking was incomplete.
15 October 2024
the repairs were as good as i needed, Steve handled that well. Jordan however, made the experience utterly unpleasant, embarrassed me and was unappreciative of my custom.
14 October 2024
The staff at the Lookers BMW Stoke on Trent has been very supportive and helpful in the process of getting the vehicle inspected and diagnosed.
14 October 2024
Great service , I was looked after really well.
14 October 2024
Everything sorted
14 October 2024
Great service and knowledgeable staff
13 October 2024
Asked for my car back around lunch time and that was the case.
12 October 2024
Excellent service.
12 October 2024
My MOT experience felt like I wasn't a valued customer. Checking the car in wasn't a good experience, nearly got overcharged for the MOT, not advised that the complimentary taxi service home not available anymore (they did pay for it in the end).
12 October 2024
I would have give 5 stars if it wasn't for the booking phone calls and also would be more helpful if you did early drop offs.7.30am would be really helpful.
12 October 2024
Very knowledgeable
12 October 2024
Good people.
12 October 2024
As above
11 October 2024
Update required which I was unaware of
11 October 2024
Good customer contact
10 October 2024
Good customer service, staff very helpful
10 October 2024
I have been served by Sean Bessex. He is a nice guy and good communication.
10 October 2024
Clear and i understood what i was told
08 October 2024
Customer Service was a exceptional nothing was to much trouble.
08 October 2024
Lovely greeting from the staff couldn't have had a better welcome
07 October 2024
Attentive
06 October 2024
Excellent service received.
06 October 2024
Professional
06 October 2024
Kept informed of what is being done with my car, and then will go through with me what has been done.
05 October 2024
The service by the individuals at the branch was very good however see other comments.
05 October 2024
On time no problems
05 October 2024
Katie was very helpful
05 October 2024
Good communication and update in time
04 October 2024
Great staff! Always out to help the customer the best they can ??
04 October 2024
Easy booking system and great communication and customer service throughout
03 October 2024
Satisfied with good service
03 October 2024
Always a very good experience. Staff are always warm and welcoming. Good, clean facilities.
03 October 2024
Very friendly
03 October 2024
Was satisfied with the service on my vehicle, the job was done the same day when I gave the car in and the brake pedal feels a lot better now
30 September 2024
Professional & thorough
30 September 2024
Friendly and professional. Would have liked them to check and top up Adblu though as my light came on a day or two after the service
30 September 2024
Work done as said in the time said
30 September 2024
Sorted my car sameday
29 September 2024
The car was not washed as had been agreed. I didn't notice until I was driving away.
29 September 2024
service was done in a timely manner and car was clean inside and out
29 September 2024
Good communication issue resolved and car cleaned
28 September 2024
Replaced EGR cooler at the same time which was very helpful. Thank you. No fix for Drive Assist Pro problems but looked into issue. Staff helpful and polite, reception always very welcoming.
28 September 2024
They were very obliging
28 September 2024
Efficient service and they kept me updated on the progress of my car
27 September 2024
Very pleased with the service i received from Lookers BMW Stoke on Trent.
26 September 2024
Knowledgeable and helpful staff
25 September 2024
My egr cooler recall Part was on back order and was given a eta time of a week or two, they managed to find me a cooler ahead of time, was very supportive with the needs of a courtesy car and educating me on everything revolving around the procession
25 September 2024
All works and customer service very efficiently completed.
25 September 2024
Staff were very helpful and efficient
25 September 2024
Very good service
24 September 2024
prompt booking, courteous and professional
24 September 2024
The recall job was done very well but getting follow up information was like pulling teeth, with some of the staff looking down their nose at the customer.
24 September 2024
I recently popped into this dealership to have my tyres done on my F90 M5 and Steve looked after me! The customer service from Steve Cooper in the service department in Lookers in Stoke is just superb! He kept me updated every few minutes on my car a
23 September 2024
The service and help were first class.
23 September 2024
I would highly recommend. It makes me want to have a BMW forever now.
22 September 2024
Good service, staff are friendly and helpful.
21 September 2024
Very happy!
21 September 2024
I'm satisfied other than the price.
21 September 2024
Really good
20 September 2024
I was advised at the time of the MOT failure that the ball joint had worn,not broke. Thinking about this since, if it was worn why wasn't it picked up during the service or has it only 'worn' in the last 2 mths on a car that has only done 24000 miles
19 September 2024
Kept me informed and fixed the fault
19 September 2024
Repairs were carried out in the time they said and also picked up on a faulty part that was only fitted 15months ago so are arranging for it to be replaced under warranty
17 September 2024
Lookers Stoke-on-Trent is a great place to go and they've always given me a great service.
17 September 2024
Very personable
17 September 2024
Sean and then Katherine were both very helpful and sorted the issues promptly keeping me up to date and ensuring all work was carried out in the timescales i needed
16 September 2024
Items taken from my car
16 September 2024
My advisor was very polite and helpful. Kept a high level of communication throughout despite it only being a small task.
16 September 2024
I was kept updated throughout
15 September 2024
Very friendly professional knowledgeable staff at the Dealership
15 September 2024
Very good experience
14 September 2024
Dropped off for service and it was ready for the time stated to collect.
14 September 2024
Prompt customer service and kept informed of the status of my car.
14 September 2024
Good no problem
14 September 2024
Prompt and efficient service
11 September 2024
A professional and courteous service
11 September 2024
Thorough
11 September 2024
I was originally told my car would be in for 5-6 hours, but in fact it was essentially 2 days as the lubricant needed was not in the dealership when the repair was carried out. To be fair Steve was honest and explained that it wasn't itemised
11 September 2024
The car was completed on the same day aswell as a complimentary wash and free health check. Extremely happy with every part of the service I received
11 September 2024
It was an AGR cooler replacement as a service recall
10 September 2024
Always ask if I'm ok if they can get me anything, or just a simple smile
10 September 2024
Dealt with extremely courteously, everything went like clockwork.
10 September 2024
The service advisor Sean was helpful and explained everything in our conversation .
09 September 2024
Work was comple to specification was able to wait for the work to be done good waiting area with drinks avaliable
09 September 2024
Easy no issues and great communication and because it was a recall it didnt cost me anything
09 September 2024
Helpful staff great service
09 September 2024
Calls often not returned and updates not really given. No courtesy cars available for 8 weeks I was told so had to hire a car. If known I would have gone through the insurer approved repairer.
09 September 2024
Kept me informed of progress and gave me use of complimentary courtesy car.
09 September 2024
Good service but still waiting for more information which was going to be emailed to me over a week ago.
09 September 2024
Excellent Customer Service
09 September 2024
Had a quote for an alignment that seemed high at £340 to check and £540 with adjustments, shopped around and other BMW dealers are quoting £180, some are even offering a deal at £99 both for checking and any adjustments required.
09 September 2024
Work completed as required
08 September 2024
They performed the replacement and provided a summary of some items that would need reviewing.
07 September 2024
Kate was brilliant making up for previous experience with Stoke BMW
07 September 2024
Ease of booking and excellent customer service
06 September 2024
Friendly honest service. Really attentive
05 September 2024
Short notice MOT booked in and completed within the week.
04 September 2024
Took my vehicle into BMW for a recall had a parts availability issue but got a loan vehicle until the repair was completed so very happy to be kept mobile great service.
04 September 2024
When I collected my car steve looked after myself so well I was very impressed .I was that impressed I bought a new car that same day !!
04 September 2024
Everything went to plan and timing perfect
03 September 2024
Staff were very good. However, following the EGR recall work, the coolant level was incorrect - too high. Previously, the level was correct
03 September 2024
Booking the work and mot was easy, and service desk staff were friendly and helpful. But damage to car lets it down.
02 September 2024
Software upgrade went well. Hopefully the next software upgrade will install itself in my car, which it hasn't done since new!
02 September 2024
Professional /pleasant staff
02 September 2024
Didn't have a problem with dropping my car off or picking it up.
01 September 2024
I am very satisfied, but I'm still having issues with a chemical smell from my air conditioning, which a wash-out did not correct. Will make another visit to have it checked out more in depth in September.
01 September 2024
all smooth, efficient, non-stressful. Appreciated the drinks/newspapers/TV
30 August 2024
Great experience and I got a video of the results. My Carr was beautifully cleaned as well
29 August 2024
Vehicle as described, hand over process efficient in a timely manner.
27 August 2024
Very helpful
27 August 2024
The summer check was completed on timr
27 August 2024
Swift and professional experience
26 August 2024
Always good
26 August 2024
My requests have been dealt with promptly and efficiently on every visit.
25 August 2024
Start to finish professional
25 August 2024
Satisfied with everything concerning my car
25 August 2024
Kept up to date with recall
25 August 2024
Nothing could have gone better
24 August 2024
Very satisfied excellent customer service
24 August 2024
Done what was expected and on time
24 August 2024
Matthew gets top marks for the way he dealt with us. He made the process very straightforward and understood our requirements fully. He's very engaging and has a friendly manner which made the visit very easy and relaxed.
23 August 2024
No waiting at book in listened to the problem got it booked in at a convenient time
22 August 2024
They were great but I think a service may no longer be on my iDrive. Need to check the paperwork
21 August 2024
All work carried out to high standard.
21 August 2024
Timely and thorough with good knowledge of any problems at the desk.
21 August 2024
Good comms and better online service , much improved
21 August 2024
A great customer service experience
10 November 2024
Love the car, good handover