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This was due to my car being booked in, not serviced, booked in again and not picked up - only on the 3rd attempt at a service did my car get serviced thanks to Mark who was very helpful.
my service experience was awful. it appears that you lack the staff to conduct service in a satisfactory manner
No updates on car status. I had to wait until ca. 4pm on the day to get a diagnosis and to find out if it will stay for a second day. Clearly very inconvenient for planning purposes
Extremely dissatisfied for following reasons 1. Service staff were unfriendly and seemed put out I was having my car serviced. 2.Tried twice to book my car back in for a MOT re-test and both times no one has called back. I had to go to another garage
Service experience was fine and technicians have certainly done an outstanding job. Service manager was nice as well, however I couldn't help noticing that he was way too busy. And also, the usual issue with this service centre: communication...
good service, contact and booking good and overall experience good
Customer service was good. Service took a little longer than stated.
I was not informed of the likely cost when booking or leaving the car and I was told that an upgrade to the car would be done which may mean the car had to be left overnight yet it was ready in 2 hours with no confirmation that the work had been don
Communicating with the service dept was a problemAlways busy labour cost expensive.
Satisfied with the quality of service but no courtesy car so we were hanging around for 6 hours ! No communication from centre
1. Reported small rip in tyre to be checked. No report back if safe, I range and left message but as expected no return of call. 3. Car just serviced and says Ned service due 1,800 miles. This is just like last time - madness, what gets checked?
I needed to bring my X5 in to have the windscreen washer jet filter changed. No other car that I've had has ever needed to have this done. It cost £220 and I believe more recent X5s are a different design and do not have this filter. Recall???
Had to wait a long time after I arrived which means took longer for car to be serviced.
I had booked for a service at 11.30 . I arrived and was asked to wait in the lounge .40 minutes elapsed before I was seen( by Chris Burke) to hand over my keys . I received no updates or attention during my wait .
The booking of the service appears to be done by a call centre and is very impersonal. Dropping off of the car is unduly bureaucratic passing through meet and greet, waiting, and then being assigned to a service rep. Other reasons that not room for !
Fast turnaround. Curtesey car provided - after bit of arm twisting! Not impressed with charges for tiny things such as antifreeze when spending £1000 +. Does not reflect well on BMW brand
I was assured categorically, firstly before I booked my car in, and then on the morning of the service, that my car would be ready for 10am. I therefore arranged to meet a client for 11.30am in Wimbledon. The car wasn't ready till 11.25am. Too late.
pickup as planned, kept well informed, car nicely cleaned and returned on time, personnel professional and courteous
All went very well - collection & delivery of vehicle easy. Only thing wrong was that tyres from Cooper TD are so expensive because of way you have to source them (?) so we ended up getting car back & taking it to National who were half the price.
I was very pleased with the pick-up, service and return of my car my car.The reason I haven't given a "completely satisfied" is because I have noticed a strange noise from the air induction system, as if the air filter is not properly seated.?
I am the Fleet Manager responsible for over 1,000 cars so I have not got a clue which car you are asking about
After reporting to reception, I was left waiting in reception for over 20 minutes until I asked a staff member why there was such a long wait. I was then attended to immediately
There was no communication from Coopers until I had rung several times. Even then the girl on reception had to pass on the news that the work was complete, despite several requests I never had a call back from the service department.
Technicians didn't know what the red clock symbol on the dash was and how to turn it off. Also have an outstanding wing mirror problem that has been going on for over 18 months at great expense.
Excellent customer service from my early arrival in the morning to collecting the car after work
fast, direct, no BS. Lose 0.1pt for being less polite (only slight) than expected from a premium service.
From the initial breakdown to the completed job I was informed of every step of the process.
1. Length of time my wife (with kids) had to wait in showroom just to drop off car.2. Courtesy car (we had to take) had a crack along the windscreen.3. On collection had to wait again (think they were still washing our car).4. Poor wash & vac.
The car start stop isn't working still. Despite two visits and no hire carWe noticed a scratch on the car that wasn't there when it came in. This wasn't noticed until the next day so we can't prove it was the centre
I was told I'd be called around 2pm & that car would be ready to collect in the afternoon. I wasn't called & I had to ring several times. Cooper finally called back but car not ready that day. Lucky I didn't need it the next day. Not very apologetic
Service experience was fine but I was informed further work was required that I needed to pay for. After questioning why on a one year old car the work would not be covered under the warranty it was subsequently confirmed that it would be.
Fantastic service given by Thomas and Chris.
Car booked in for a "while you wait service" and 1.5 hrs later it was all ready to go.
Excellent understanding of my needs.
The service is still not appearing as in been completed on my on board Bmw computer. Also I seem not to have my service book - although I cannot recall ever having one - so perhaps this is not a fair criticism
I found the cost to change the oil and micro- filter, very expensive at over £250!
Since we bought the car in 2013 , it has constantly gone wrong. The Drivetrain warning has come on many times. we have taken the car in to BMW Cooper Thames Ditton so many times and it is still not fixed.
Had to wait 45mins to collect my car as the senior technician took it out for a test drive at 4pm. I had to collect my son and was late. I was also charged for a warranty repair. Refund received the next day.
Marc Turley was very good but he was let down by your system. I hade phoned ahead a couple of days earlier to advise that I wanted a tyre changed due to damage, there was a mess up that meant that I had to come back a few days later to complete.
The general service was good, but there was a warning light on when we took it in related to the headlight dimmers. This was still on when we got it back and the issue unresolved which I find puzzling, which means arranging for another appointment.
The service book has been lost had to chase for solution. Car was not cleaned properly-very poor. Car was not returned I same day as agreed.
Very good experience apart from the receptionist not having my car on the service list.
Dropping the car off in the morning was good; very little delay between my arriving and the car being checked in. A helpful lift to Surbiton after dropping off.Picking up the car later in the day was poor see below.
The repair undertaken on 24/10 2016 wasn't carried properly and the trim has become dislodged once again.
Although my welcome at the service dept was friendly and polite, the problem has not been solved so the car is going back in next week for another look.
When i booked the car in for its mot,i particularly asked if the brakes required replacing. I remembered from the previous year that the mechanic had sent me a video letting me know the brakes were very worn.I was categorically told brakes were ok
very friendly and polite staff- outstanding customer service in that department, however communications between departments completely useless. requested body work estimate twice never happened also added screen was but nothing done . disappointing
There was a significantly large visible squidgee scratch when the car was washed. I did bring it to their attention straight away but haven't called up again since it would mean having to go without a car for a few days to get it re painted.
Very efficient booking system, friendly and polite staff
The squeaking noise coming from the steering wheel has been rectified, however the very infrequent momentary loss of power, similar to an interruption in fuel supply, when accelerating away having just braked has not been fixed.
I missed my booking by accident, Ashley phoned to find out if anything was wrong and then booked me in the following day. Thank you.
I hear some noise from the brakes after the service I need to take it back to the serviceAnd compared to other places it is really expensiveAnd I only used the car for 2k mileage before the Previous service. I guess no oil change was required
Multiple reasons, including being charged for work without being advised prior to work undertaken, but many, many more. I am in the process of writing a letter of complaint to dealership and bmw.
The customer-facing staff and environment is very satisfactory. The condition in which the car is usually returned is not. I feel the "technicians" are sloppy. Oil spills on engine cover, muddy kick-marks on door card and sill.
Professional and courteous reception, and a nice clean and serviced car at the end
i was greeted with the news that there was a recall issued on the car , which i want aware of , and that the car would be needed for a full day to sort the issue.
Screen wash water was re-filled - looks like anti freeze was not used?Complimentary valet - was it just a wash?
I took my car in because the tracker was not working. I got a video showing that all was good with the car generally - but no mention of the tracker issue. No call, no email no nothing.
Car had to be returned after substantial previous work, items missed on back wheels? car also had the Service light coming up, brake fluid replaced, service light still on when collected, waited over 40m to get car, despite earlier call saying ready.
The staff are always helpful and my car was ready for me when they said it would be.
I mentioned that a headlight alignment warning often came up & could it be checked. The first day back after service it came up again. So a bit disappointing, however I realise as an intermittent fault it may be difficult to find.
I only went in for two.split tyre changes, but the garage managed to get the appropriate new tyres fit them and have the car ready quickly and efficiently
original booking seems to have been lost then work not carried out requiring a second booking
As usual work was carried out very well but a very long wait and the promised car wash did not happen
Acknowledged at reception and car taken receipt of despite not being pre-booked in (it was an emergency dashboard light situation).
reliable, courteous staff
Should have received an umbrella with my service. Was not provided. Service agent said he would deliver it, it never came. I went into the showroom and was told to come back later.
Overall service was very well conducted and in good time.however, the quality of the wash and vac was poor - this is not the first time either !!
Staff were competent and friendlyThe only problem I had was when I tried to book the service on the BMW web site I had to phone BMW Cooper Thames Ditton direct ..
It was an efficient friendly process. Coffee and newspapers provided whilst I waited
Poor diagnosis. Poor advice. Slow correspondence. MOT and 2 issues took well over a week to resolve. Final measures to compensate me were made but too little too late.Happy to expand with detail if of interest.
Took ages to arrange, zero pro activity, new car with puncture requiring new tire in first three days. Didn't even bother to clean the car.
Had to wait a while to be seen.
The level of service was good and there was no delay.
The cost of a simple handbrake adjustment and supplying and fitting a battery was too high. Also you wanted to charge me £100 for a diagnostic check where you would have told me what I had already told you, I declined the offer
From when I arrived I was asked if there were any other issues to look at on the car which there were not I was taken to local railway station and collected later that day, I was called to advise service was completed, an overall pleasant experience
Pleasant staff and appreciated the lift to the station
I was expecting to collect the car on the same day but only received a call 20 minutes before closing. The issue that was to be repaired is still occurring so we will have to book the car in again
No one bothered to contact us to let know anything in the service department.
Work not carried out
excellent service collected and returned my car for me.made very easy for me.
I had excellent service from Jason Hancock. He could not have been more helpful. Equally, the Finance department at Thames Ditton were very attentive. A very pleasant experience.
Excellent service and support from Tom Godfrey and Carlos Aguiar.
Haytham was very knowledgeable of what I was asking and I was able to contact him with any questions I had and he was always able to answer them.
very friendly and competent staff
adam shelton the sales consultant was excellent in assisting me in all the queries and was most helpful - he did a first class job and was pleased to have finalised the purchase of my BMW X1 - hence giving 5 stars
Your sales person was excellent and the service we got was without a doubt exceptional. However the paperwork that we got from BMW stated the Transection persons name who was not contactable in spite of our repeated telephone calls.
Happy with the support from Tom through the process
It was a very smooth transition and I got exactly the car I wanted at a good price.
Made to feel welcome and at ease and delt with extremely proffesionally
Haytham was excellent and very helpful.
Nick Dey was a pleasure to deal with, was very helpful and smoothed the way through all the paperwork, too!
Excellent service. Nick Dey and Ian both were very helpful and took the time to match the module of car and contract to my current needs.Nick has excellent product knowledge and gives a professional service indeed as does Ian.
We were very happy with the whole presentation which explained in detail the operation of the improvments and new systems over the previous model.We would also comment on the attention given by the Servicing department over many years.
Made to feel very welcome. No pressure put on me to buy.
The sales team I met were most helpfull; both Adam Shelton and Adam Basheer in considering what I needed from my car. Adam Shelton in particular spent time attempting to explain the additional aspects of the controls for this model to me.
Able to assist us when we asked and answered all our questions.Staff did not rush us
Malcolm Critchley the salesman was at all times extremely helpful , offering what appeared to be very impartial advice. At no time did I feel under pressure to complete the purchase against my wishes.
Overall great service. Transparency on pricing, insurance offered and clearly explained. Occasionally miscommunication but quickly resolved by Tom.
Because the carr is briliant and built very high quality wich i cannot ignore
A competitive deal which was held for me to allow the sale of my previous car - and generally an open discussion, so never felt like I was unaware of any facts
great service, polite, responded quickly to questions, was patient and thoroughly professional but not pushy in the slightest which is rare.
The service I received was first class from start to finish. The process of buying a new car was made even more enjoyable and exciting by the team at BMW Thames Ditton.
Overall satisfied but lacked the aftersales follow through.
From first enquiry to picking up the car I was kept well informed. Jason was fantastic and a real credit to your organisation. The entire process was made very easy and hassle free.
Steven chambers gave me all the information and dealt with my needs very well. I was very impressed with his professionalism.
Pleasant,efficient service which added to the pleasure of the purchase!
Staff are very helpful and professional especially Mr. Adam Shelton who helped us choose and sold our new BMW X1.