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ABOUT LANCASTER BURY ST EDMUNDS.

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Andrew Maund

Head of Business

Iain Jaynes

Sales Manager

Sam Leland

Used Car Sales Manager

Mike Maguire

Parts Manager

Marc Haines

Aftersales Manager

Chris Preacher

Assistant Service Manager

James Bullivant

Retail Manager

Nik Key

Retail Manager

Lee Marsh

Retail Manager

Adam Moss

Sales Executive

James Wells

Sales Executive

Dave Clarke

Sales Executive

Rory Tayler

Sales Executive

Lisa Tuffin

Sales Executive

Theo Runham

Sales Executive

Mo Elharrak

Sales Executive and Motability Specialist

Darren Nicholas

Sales Executive

Dan Mabbett

Sales Executive

Jon Cooper

Corporate Sales

James Hurst

Workshop Controller

Rachael Newman

Service Administrator

Sam Farrington

Service Advisor

Kate Woodward

Service Advisor

Alex Keenan

Service Advisor

Alaric Scott

Parts Advisor

Charles Colton

Parts Advisor

Peter Wardell

Parts Advisor

Emma Bloomfield

Jardine Academy

Aidan Smith

Product Genius

CUSTOMER REVIEWS.

Our 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.

Excellent Dealership

Service
Dear Mr Pordage, Thank you for your 5 star review and feedback on the team, this is greatly appreciated and we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Service and attentiveness are A1

Service
Dear Mr Blake, Thank you for your 5 star review and feedback on the team, this is greatly appreciated and we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

When quoted and booked online there was a 25% discount offer on. I did not receive the discount when I payed so the service was £80 or so more than the quote. I have never been charged what the quote is at Lancaster. I will not be going back there.

Service
Dear Mr Needham, Thank you for your feedback, I am sorry to here of the mix up regarding this. Marc Haines our aftersales manager will be contacting you today to resolve this. Kind regards, Andrew Maund, Head of Business

Work done quickly and efficiently

Service
Dear Mr Taylor, Thank you very much for your 5 star review of your recent visit, this is greatly appreciated and we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

The attention and follow through from Emma in service team,and Neil, technician for thorough health inspection and report of the car.

Service
Dear Mr Reynolds, Thank you very much for your 5 star review and feedback on Emma, Neil and the team which is greatly appreciated. We look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Rattle in car First appointment 5pm - not informed it needed 2 hours-no engineer available. Drive with appointed person identified rattle in door trim. Next visit 8am-2 hours to find no cause due to bad weather. Xmas intervened-currently no ap'ment

Service
Dear Mr Rickard, Thank you for taking the time to review your recent visit. Please accept our apologies for the frustration caused in getting this matter resolved. I understand that this is now booked in to be resolved. Kind regards, Andrew Maund, Head of Business

The reception staff are extremely courteous and helpful. I feel that the overall level of satisfaction is slightly lower than in previous years

Service
Dear Mr Wilkins, Thank you very much for your feedback, this is much appreciated by the team and we will use your further comments for training with our teams. Kind regards, Andrew Maund, Head of Business

Booking in my car is always easy and works carried out within the timescales discussed.

Service
Dear Mr Clark, Thank you for your 5 star review of your recent visit. I am delighted that you found it an easy experience and we appreciate you taking the time to let us know. Kind regards, Andrew Maund, Head of Business

Lancaster Bury St Edmunds (previously Carrs) have been my preferred dealer for years owing to the exemplary service provided by Theo Runford and Iain Jaynes.

Service
Dear Mr Jackson, Thank you for your wonderful review of the team, including Theo and Iain. It is always a pleasure to see you and we look forward to seeing you soon in the New Year. Kind regards, Andrew Maund, Head of Business

Same reason as above, service awful. Don't accept their responsibilities under consumer laws.

Service
Dear Mr Fick, As per your conversations with Marc Haines our aftersales manager, we take all of our obligations as an authorised BMW dealer seriously. This matter has been resolved for you. Kind regards, Andrew Maund, Head of Business

Always happy to help with everything with friendly helpful service

Service
Dear Mrs Austin-Brown, Thank you very much for your 5 star review, I am delighted you found the team friendly and helpful and we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Efficient staff . The service was excellent

Service
Dear Mr Cole, Thank you very much for your lovely 5 star review and feedback, I am delighted you had a great experience and we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Booked in, serviced and returned wit no delays.

Service
Dear Mr Griffiths, Thank you very much for your 5 star review, I am delighted we were able to assist and we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Excellent Service personnel

Service
Dear Mr Griffiths, Thank you very much for your 5 star review, I am delighted we were able to assist and we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

The Service Department were helpful and gave me advice on how to optimise the electric power. I do still feel the electric power doesn't go as far as anticipated.

Service
Dear Muss Chadney, Thank you very much for your review of your recent review, I am pleased that we were able to assist with your queries. Kind regards, Andrew Maund, Head of Business

Recent service experience, booked through app, was able to carry on with work whilst waiting using available wi-fi connection. Coffee was available.

Service
Dear Mr Winter, Thank you very much for your review, I am delighted you found the booking app a benefit to you and we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Fully informed throughout process without any nasty surprises

Service
Dear Mr Sime, Thank you for your wonderful 5 star review of your recent visit, this is much appreciated by the entire team. Kind regards, Andrew Maund, Head of Business

good service

Service
Dear Mr Jensen, Thank you for your 5 star review, we really appreciate you letting us know. Kind regards, Andrew Maund, Head of Business

The staff were friendly and helpful and the service was completed efficiently and promptly.

Service
Dear Mr Clark, Thank you very much for a lovely 5 star review and feedback on your recent visit. We look forward to welcoming you back soon. Kind regards, Andrew Maund, Head of Business

While the service experience is perfectly acceptable, the staff aren't very friendly or personable. I am comparing this experience to when the dealership was previously run by Carrs, when the staff were always very welcoming and engaging. Sorry, BMW!

Service
Dear Mr Gibbons, Thank you for your feedback on your recent visit. I am sorry that you felt this way, our team here in Bury St Edmunds is largely unchanged since Lancaster acquired the business but we do appreciate you taking the time to let us know and I will feed this back to the team accordingly. Kind regards, Andrew Maund, Head of Business

Tech chap very helpful

Service
Dear Mrs Milner, Thank you for your review, I am delighted you found our technician helpful. We look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Video analysis of the service was very good. Service department went above and beyond on our service

Service
Dear Mr Hopkins, Thank you very much for your 5 star review of your most recent visit. I am delighted that you enjoyed the benefit of our video update of the work required on your vehicle. Kind regards, Andrew Maund, Head of Business

Brilliant service and friendly staff

Service
Dear Mr Murray, Thank you very much for your 5 star review of your recent visit. Your comments about the staff really are greatly appreciated. Kind regards, Andrew Maund, Head of Business

Again warranty repairs undertaken to an unsatisfactory standard causing repeat visits / repairs when the issue could have been solved on the first visit. I find that repairs are somewhat slap dash with little to no care or pride taken in the work

Service
Dear Mr Coles, Thank you for taking the time to review your recent visit. I am sorry that you felt the first repairs to be unsatisfactory. Our Service Manager will be contacting you directly to discuss the visit in more detail with you. Kind regards, Andrew Maund, Head Business

Excellent, never give 5.

Service
Dear Mr Vincent, Thank you very much for your review, I am delighted that you found the service excellent and we look forward to welcoming you back in the future where we will see if we can get that 5th star from you. Kind regards, Andrew Maund, Head Business

Had to wait quite a while before appointment was available with a courtesy car. Costs of work feel very high

Service
Dear Mrs Barnes, Thank you for your review, our courtesy vehicles do unfortunately get booked up quite quickly so we appreciate your patience in getting your vehicle booked in. I am sorry that you feel the cost was high, all of our pricing is in line with national averages. We do appreciate your comments about how pleasant the team were that you mentioned in your full survey. Kind regards, Andrew Maund, Head Business

The team are helpful and friendly and Imformative.

Service
Dear Mrs Taylor, Thank you very much for your 5 star review and feedback on the team and service provided, we very much appreciate you letting us know. Kind regards, Andrew Maund, Head Business

Very good service, but the service wash could be better.

Service
Dear Mr Evans, Thank you for your feedback, I am delighted that you enjoyed the service, I am sorry that the valet could have been better on this occasion. Please accept my sincere apologies. We do look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

They pointed out things that neede attention did what I wanted them to do. The 'under vehicle inspection video' I found reassuring.

Service
Dear Mr Harper, Thank you very much for your 5 star review, I am delighted you found the use of our health check video a benefit. We look forward to welcoming you back again in the future. Kind regards, Andrew Maund, Head Business

Great people, everything really simple. The free clean was nice too.

Service
Dear Mr Fitches, Thank you very much for your 5 star review and comments, we really appreciate you taking the time to let us know. Kind regards, Andrew Maund, Head of Business

Excellent service, knowledgable sales executive and always polite and courteous

Service
Dear Mr Parfitt, Thank you very much for your wonderful 5 star review, this is greatly appreciated by myself and the team and we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

They kept us informed all the way through the service log my car

Service
Dear Mr Holt, Thank you very much for taking the time to review your recent visit, this is greatly appreciated by us all here in Bury St Edmunds. Kind regards, Andrew Maund, Head of Business

Helpful with clear explanations of the problems

Service
Dear Dr Evans, Thank you for your comments and feedback on the service received over the last 25 years as mentioned in your full survey, we really appreciate you letting us know and we look forward to seeing you again soon. Kind regards, Andrew Maund, Head of Business

Service experience amazing. Once car checked in coffee, biscuits, newspapers available. I have the option to stay at garage until car ready or the offer of being driven into Bury to go shopping.

Service
Dear Mrs Howley, Thank you very much for such a wonderful 5 star review, this really is appreciated by the entire team here in Bury St Edmunds. Kind regards, Andrew Maund, Head of Business

Extremely courteous and efficient. Impressed with advice given and detailed vehicle inspection and video of the underside and tyre condition and wear.

Service
Dear Mr Tomkinson, Thank you very much for such a wonderful 5 star review, this is greatly appreciated by the entire team and we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Good efficient and helpful service

Service
Dear Mr Skirving, thank you very much for your 5 star review, this is greatly appreciated by the team here in Bury St Edmunds. Kind regards, Andrew Maund, Head of Business

Always happy to go back

Service
Dear Mr Nightingale, Thank you very much for your 5 star review of your recent visit, this is very much appreciated by myself and the team, we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Friendly and informative.

Service
Dear Mr Rabey, Thank you very much for your 5 star review of your recent visit, this is very much appreciated by myself and the team, we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Friendly receptionist on arrival, dealt with quickly and offered refreshments, able to work remotely while the work was undertaken

Service
Dear Mr Badcock, Thank you very much for your 5 star review of your recent visit, this is very much appreciated by myself and the team, we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Efficient, good value.

Service
Dear Mr Bell, Thank you very much for your 5 star review of your recent visit, this is very much appreciated by myself and the team, we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Attention to detail in performing the job in hand, plus going the extra mile on behalf of the customer (e.g. they retrieved FOC a small item inaccessible to me having fallen behind/below the rear seat through the Isofix aperture.) Brilliant!

Service
Dear Mr Rundle, Thank you very much for your 5 star review of your recent visit, this is very much appreciated by myself and the team, we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Very happy. There was pretty much no wait when I dropped off and collected the car.

Service
Dear Mr Zofka, Thank you very much for your 5 star review of your recent visit, this is very much appreciated by myself and the team, we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Friendly, professional and efficient service

Service
Dear Mr Murkett, Thank you very much for your 5 star review of your recent visit, this is very much appreciated by myself and the team, we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

Always receive faultless service from Lancaster BMW

Service
Dear Mr Conning, Thank you very much for your 5 star review of your recent visit, this is very much appreciated by myself and the team, we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

I was given plenty of choice of times for appointments - and very customer friendly at all times

Service
Dear Mr Parish, Thank you very much for your 5 star review of your recent visit. We greatly appreciate your feedback and comments about the team and service provided. Kind regards, Andrew Maund, Head Business

A new tyre was put on but the air pressure levels in all the tyres hadn't been calibrated.

Service
Dear Mrs Sykes, Thank you for your feedback on your recent visit. I am sorry that the tyre pressure had not been reset prior to the vehicle being handed back to you, I will be taking this up with our team accordingly. Kind regards, Andrew Maund, Head Business

Great Service from Darren Nichols

Sales
Dear Mr Whytock, Thank you for a wonderful 5 star review and feedback on Darren and the team here in Bury St Edmunds. We hope that you are enjoying your new BMW. Kind regards, Andrew Maund, Head of Business

As above , brilliant , professional, people, at Bury st Edmunds dealership.

Sales
Dear Mr Lummas, Thank you for your wonderful 5 star review and amazing comments about the team here in Bury St Edmunds. We really do appreciate this feedback and we hope that you are enjoying your new BMW. We look forward to seeing you back again soon. Kind regards, Andrew Maund, Head of Business

Very well informed sales staff, great customer service

Sales
Dear Mrs Kneller, Thank you very much for taking the time to review your recent BMW purchase from the team here at Lancaster. I am delighted that you had a great experience and we all hope that you are enjoying your new BMW. Kind regards, Andrew Maund, Head of Business

Very happy

Sales
Dear Mrs Zharo, Thank you very much for your 5 star review, we hope that you are enjoying your new BMW. Kind regards, Andrew Maund, Head of Business

Sales service excellent

Sales
Dear Mr Green, Thank you very much for your 5 star review of your recent experience with the team here in Bury St Edmunds. We hope that you are enjoying your new BMW and we look forward to welcoming you back in the future. Kind regards, Andrew Maund, Head of Business

It has always been a pleasure using BMW at Bury St Edmunds

Sales
Dear Mr Neal, Thank you very much for your wonderful 5 star review of your recent experience with Darren and the team. Your feedback is greatly appreciated by us all and we hope that you are enjoying your new BMW. Kind regards, Andrew Maund, Head of Business

Good all round service

Sales
Dear Mr Cole, Thank you for your review which is greatly appreciated. We hope you are enjoying your new BMW. Kind regards, Andrew Maund, Head of Business

Great explanation of the new vehicle and a test run made the purchase easy and delivery was equally as efficient.

Sales
Dear Mrs Taylor, Thank you very much for your 5 star review of your recent BMW purchase from the team here in Bury St Edmunds. Your comments about the experience really are greatly appreciated and we hope that you are enjoying your new BMW. Kind regards, Andrew Maund, Head of Business

The purchase of the car was seamless and delivery very accurate

Sales
Dear Mrs Armstrong, Thank you very much for your lovely 5 star review, this is hugely appreciated and we hope you are enjoying your new BMW. Kind regards, Andrew Maund, Head of Business

My experience was professional problem free and there were no issues that caused me any concern, in other words perfect

Sales
Dear Mr Melton, Thank you very much for your 5 star review, I am delighted that you found the experience perfect. We hope that you are enjoying your new BMW. Kind regards, Andrew Maund, Head of Business

Well looked after

Sales
Dear Mr Toye, Thank you very much for your 5 star review, we hope you are enjoying your new BMW. Kind regards, Andrew Maund, Head of Business

Rory Tayler and his colleagues could not have been more helpful

Sales
Dear Mr Wells, Thank you for your lovely 5 star review of Rory and the team on your recent purchasing experience. I am delighted you found the team helpful and we hope you are enjoying your new BMW. Kind regards, Andrew Maund, Head of Business

I visited a number of times before ordering, every time I called in always made welcome and informed.

Sales
Dear Mr Shanks, Thank you for your wonderful 5 star review and feedback on your purchasing experience with us here in Bury St Edmunds, this really is greatly appreciated by the entire team. We hope you are enjoying your new BMW. Kind regards, Andrew Maund, Head of Business