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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.
432 ratings and 204 comments received in the last 90 days.
27 December 2024
We had an experienced salesman tasked with managing the whole process from start to finish , and beyond
27 December 2024
BMW Stoke On Trent are perfect in everyway, their sales people are very much customer focused, hence this is my second car purchased from this dealership.
16 December 2024
Staff very helpful in dealing with all matters and delivery and handover went well
09 December 2024
Communication throughout the whole process was excellent
04 December 2024
Brilliant product knowledge, obtained the vehicle spec I required on time. All staff very curtious.
02 December 2024
Staff and service
02 December 2024
All the staff were excellent especially Jack Bourne the New car sales executive. The best car buying experience I've ever had.
27 November 2024
I was looked after by Tom Herus at Lookers, Stoke-on-Trent. I found Tom to be very knowledgeable of his product, very professional, and always kept me up to date with the progress of the vehicle. I wouldn't hesitate to buy from him again.
26 November 2024
I am very satisfied with Mark Graham as it's now my second car bought from him
20 November 2024
It all went smoothly
20 November 2024
It was unfortunate that the BMW genius was unavailable to us at the time of collection but Mark was very knowledgeable and accommodating as there was a lot to learn and he did an excellent job. However we would have liked her input too It was a shame
18 November 2024
Mark is great and makes it a good experience. Manager nice guy too.
15 November 2024
Always friendly and helpful
10 November 2024
Love the car, good handover
09 November 2024
Everything worked perfectly and I was very pleased (again!)
04 November 2024
All staff that we spoke to were extremely helpful and very patient when we were deciding which car to have.
04 November 2024
Tom here's and James downing was ??
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.
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
Everything runs smooth and on time kept me fully up-to-date
19 January 2025
Fair treatment and all carried out in a timely manner
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
I was kept informed all the time my car was in there
18 January 2025
Always kept informed
18 January 2025
Honestly cant fault anything
17 January 2025
Good job. Well done.
16 January 2025
Staff were friendly and proffessional. Show room was immaculate. Drinks provided while waiting for the vehicle recall repair
16 January 2025
Always keep me informed
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
Good communication and service.
15 January 2025
Kept informed as soon as car was ready
15 January 2025
brilliant service from start to finish. pleasant staff, helpful and accommodating.
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
Accommodated us being able to wait because of the poor weather and got the service done as soon as possible
14 January 2025
Got vehicle repaired in a good time frame
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 .
14 January 2025
Jordan and the team are first class
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
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.
11 January 2025
They'd completed what was laid out when first dropping my car off
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
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.
07 January 2025
We sat and waited for check to be carried in a very comfortable area plus a coffee was available.
06 January 2025
Sean from service resolved the issue swiftly .
06 January 2025
Very satisfied
06 January 2025
Smooth easy service
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
01 January 2025
Everything i outlined which required attention was fully met and addressed and enhanced the running condition of the vehicle
29 December 2024
Oil service was conducted fine but the tyre issue was not good.
29 December 2024
Excellent customer service. Could do with some alcohol gel/wipes by the coffee machine so that can sanitise hands before touching the buttons. However it was all kept very clean.
29 December 2024
The reason I haven't provided 5 stars is because I still had to pay a % towards the replacement adblue tank- granted I did not have warranty cover but it's still a major thing to go wrong with a 3 year old car.
28 December 2024
Simply great service! Work carried out exactly how and when as promised. No issues.
25 December 2024
Cars where really nice
25 December 2024
A1
24 December 2024
Lookers service was ok but it's still not rectified my issue with charging
24 December 2024
The recall was resolved
23 December 2024
Staff great but considering the cars been recalled twice which in its self is inconvenient being without the car for 3 days. They couldn't even wash it properly or blow the tires up.
23 December 2024
Very fast no waiting around for hours just in job done and out
23 December 2024
Didn't like the automated key and check in service particularly if you need to ask a question. There was no option from the email sent prior to the checking
23 December 2024
Car was completed and i was phoned indicating car was ready for 3pm instead of 5pm.
23 December 2024
Completely solved my request
22 December 2024
Kate was awesome, very helpful and professional. She and her colleagues addressed the cars issues with a caring approach despite the vehicle being an older model.
19 December 2024
My wife is disabled and I care for her full time leaving her alone is difficult. The taxi sent to me after the service did not arrive and I had to wait until next day to get my car back. I would rather my car was picked up and returned to me.
18 December 2024
I wasn't happy with the manner in which the MOT had been conducted and believe the tester had been overly critical and unjustly failed my car. My car failed because of reportedly excessive play in the front offside ball joint which I disputed.
18 December 2024
Great!
18 December 2024
Friendly efficient and knowledgeable staff
18 December 2024
100 ?? percent satisfied
18 December 2024
Had some issues with an approved used bmw, that were eventually paid by lookers stoke, thanks to interventions from leanne (customer service manager) and nick mckenzie.
17 December 2024
Again , great service, Jordan was excellent, very helpful & friendly, kept in contact all the way through with updates, very pleased with the outcome.
16 December 2024
I was very impressed with Lookers BMW Stoke, it was all so easy, book car in, drop car off, pick car up job done, excellent service
15 December 2024
Always great
13 December 2024
Spent £400 on a service and then 3 days later a warning came up saying that I needed to add Adblue into my car. That should have been dealt with at the service and I'm outraged that it happened
13 December 2024
Happy
13 December 2024
Very friendly staff especially Kate Finney who dealt with us promptly and efficiently
13 December 2024
Flexible to get me in around my work schedule
13 December 2024
Basic service was fine as was courtesy car provided. Recall for air bag replacement also fine.
13 December 2024
Good service
11 December 2024
I know what I experienced isn't likely to happen again but I beared a heavy loss just because BMW had a recall with it's car. If anything, I should have been given a loan car according to my convenience not theirs as I had informed two months early.
10 December 2024
Excellent service The two gentlemen on reception were definitely a credit to the company and represented BMW to a very high standard
10 December 2024
Very good and clever staff
10 December 2024
I always wait for my car during a service. This usually takes 1hr to 1hr 30mins. This time it took 3 hours with no explanation why, not impressed.
10 December 2024
My car was subject to a EGR cooler recall. It was was booked in a week in advance yet the job was delayed after i bought the xar to the dealership because parts had to be ordered. Then, after the job was completed there was a fault
09 December 2024
Simple automated check in and drop off plus car return.
09 December 2024
I was completely satisfied with my experience. The staff were friendly, knowledgeable, and efficient. They made the entire process seamless, and I felt valued as a customer.
09 December 2024
Very professional
09 December 2024
I thought my appointed agent Kate Finney was pleasant and helpful throughout. I waited for my car, and did some work at a table.
09 December 2024
Prompt and pleasant
09 December 2024
Paid for a winter check, front windscreen wipers now constantly squeaking.
05 December 2024
Because of Sean
05 December 2024
Easy check-in on new machines save a lot of waiting. There's still the ability to add questions even on dropping the car off
05 December 2024
Excellent service and communication.
05 December 2024
Nothing is ever too much trouble.
05 December 2024
Booking my appointment was easy. I dropped off my car and I was given updates about the service.
04 December 2024
Looked after me when my car had to remain in Lookers for a period of time
03 December 2024
Steve Cooper's service is second to none! I brought my car in for service in October and when I had it back I had some engine issues. After investigation the car required a new engine, this was all arranged and dealt with immediately!
02 December 2024
Kate finney was very professional and in my opinion went over and above in providing good customer service. Thank you
01 December 2024
Very good
01 December 2024
Friendly knowledgeable staff
30 November 2024
Always helpful
30 November 2024
Everything was done as agreed.
29 November 2024
Everyone very helpful
29 November 2024
Thorough check completed
28 November 2024
All work was completed as arranged, Steve called me to let me know when the car was ready for collection.
27 November 2024
Service department were excellent with me
27 November 2024
Kate was very helpful as I was having to walk with a stick. She brought my car to the entrance then walked me to it.
27 November 2024
Good service and professional staff.
27 November 2024
brilliant help care and service
27 November 2024
Comfortable area to wait with drinks available and cars to view
26 November 2024
Dificult to get through by phone. Couldnt book service using the app. Service reporrt video wouldnt load. Got 404 error.
26 November 2024
Show room is well presented, staff friendly
26 November 2024
Very efficiently dealt with by Mark and the team at Lookers Stoke
26 November 2024
Guy on the service desk most helpful, informed me about BMW app and helped setting it up ??
25 November 2024
Did what was asked at a very fair price
25 November 2024
Professional , friendly and well priced .
25 November 2024
Young lady in service reception was exceptionally helpful.
25 November 2024
Kept me informed of progress and any issue
25 November 2024
Friendly service
25 November 2024
Dealt with my queries plus mot courtesy car ready, all my other issues dealt with by the service personnel
24 November 2024
Steve was friendly, efficient and the car was turned around in good time
24 November 2024
Communication could be better Health check video wasn't even my vehicle
24 November 2024
The service and looking after my car was perfect. The lack of loan cars is stressful for those of us rushing to fit in work and school pickups, and my car now needs a second visit because I couldn't leave it in service.
22 November 2024
The people there was really nice put me at ease and did a great job on My car
22 November 2024
Was happy with the experience was straight forward enough.. The lady on the service was definitely overworked but did a fabulous job
19 November 2024
Nothing to worry about always go above to help
19 November 2024
Would be nice if still offered a taxi service.
18 November 2024
Easy to use local and friendly Staff
18 November 2024
Initially said to be a a few hour but was a full day.
18 November 2024
Car has difficulty starting since repairs were done. Engine fault light is usually on.
18 November 2024
Did what you said
18 November 2024
From start to finish service was good and helpful lady staff who guided us through
18 November 2024
Kept informed at alltimes
18 November 2024
Very helpful and treated you with respect.
18 November 2024
Very good
18 November 2024
Time quoted for replacement of drivers air bag was 1.5 hours . absolutely spot on !
17 November 2024
Excellent servicr
17 November 2024
Car came in for recall, asked if I wanted car washed, but on collection it hadn't been. Not too bother as prefer to wash myself , but when asked if I wanted it done, I would have expected it done
16 November 2024
Good service
15 November 2024
Service staff very pleasant and helpful.
14 November 2024
Friendly customer focused, explained all details what was required.
14 November 2024
Got job done in one day
14 November 2024
I was kept updated throuout
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.
13 November 2024
Kept me informed throughout
12 November 2024
The problem was rectified without fuss.
12 November 2024
Nice garage , places to work and coffee avaiable . Washed at for me. Helpful staff
12 November 2024
Told what the possible outcomes were and got the cheapest one
12 November 2024
Good service
12 November 2024
Good pricing and excellent service and communication.
12 November 2024
Great customer service
12 November 2024
Looked after my car well
12 November 2024
Vehicle recall handled well and able to collect my car at a time that suited myself.
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
Because the staff are all polite and helpful
09 November 2024
Everything in a professional manner
09 November 2024
Cost always hurts!
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
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.
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.
06 November 2024
Issue resolved quickly and car washed
06 November 2024
Always get an outstanding service whenever I visit
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.
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
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
31 October 2024
Friendly/helpful staff - work completed in good time etc
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
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
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
30 October 2024
Good customer service
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 ??
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
No issues at all, straight forward
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
24 October 2024
Quick and easy check In/out. Did a good job of cleaning the my car.
24 October 2024
Liked the service team and experience was efficient
24 October 2024
First class service
24 October 2024
Satisfied
01 January 2025
Professional staff that were always willing to help made my experience very pleasant and will ensure my next car is a BMW.