The loan car I was given had no windscreen washer fluid in it - pretty sure that it’s illegal to drive like that. DL had my vehicle for 3 working days and only managed to fix one of the issues that it went in for under warranty. I was told that parts were on back oder and could I come and collect it as they need their car back ASAP. That was at the beginning of January am I’m still waiting for a resolution to this day.
A total lack of communication from the service department meant I was the one chasing, being passed between service advisors - who were always 'with another customer' and never available when I called. Calls that were sometimes never returned.
Even the coffee machine was broken in reception when I came to collect my car, not that I was ever offered anything by anyone.
It seems to me that DL has far too much work on at any one time to be able to offer good customer service. I'm sure you treat customers like royalty if they wish to buy something, but the service experience has left a very bad taste and is not what I expected from a large BMW franchise. A total disgrace and contempt for the customer at every level.
I will not be using DL again in future and will be sticking with a non-franchise BMW specialist instead.
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Dick Lovett is the leading prestige dealership Group in the South West. Official dealers for BMW, BMW Motorrad, MINI, Ferrari, Porsche, Jaguar, Land Rover and Aston Martin.
