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BMW claim that warranty repairs will be handled Quickly and Efficiently. My experience was amateurish, pedestrian and lacking transparency bordering on the dishonest. Subsequent failure after 25 miles suggests that incompetent may also need adding.
Car was delivered back to home in pristine condition.
Normally, I am completely satisfied. On this occasion the keys and paperwork managed to get separated and delayed the process, which was fast track. Furthermore, another car had been parked behind my car and to have it removed meant more delay.
As above, the overall experience was very straight forwards and I had no complications.
Taken to station after early drop, good communication through the day.
Very poor service. Claiming service items where complete when they werent, lack of documentation, difficult to get through to people.
Exceptional service from all point of contact.
I had a health check earlier this year which noted that two tyres needed changing. So I booked to do this at same time as my MOT on 27 September 14:30.On that date BMW had not organised this and didn't do it! So had to make a 2nd appt! - poor !
Staff were friendly, open and extremely helpful.
Truly appalling service last Thursday morning at Cooper Thames Ditton BMW.
Always on time, car well cleaned and issued explained
Time was an issue.
The car was clean and tidy and the service was first class
Staff very helpful. Clearly made a concerted effort to deal with me quickly.Only feedback was that my seat, steering wheel and all three mirrors had been adjusted which seemed somewhat unnecessary.
Actually I was more than somewhat dissatisfied. I eventually got my issues resolved but they were issues that should never have arisen in the first place. If you want more details contact me again.
Although the MOT took longer than expected, Adam Shelton continuously provided me with updates even though it wasn't his job
Not as good as usual. Had to do a lot of phoning in to try and find out the status of the car. Was concerned about some of the answers given - wear pattern on tyres , extended warranties.
Whenever I go there I have to wait (often 10 minutes or more) to be seen by one of the service agents - and the same at collection time
Ashley worked hard for us but its clear that the service department doesnt have enough resources to keep customers up to date. Multiple times Ive called with no answer, or a message taken and no response. Glue residue remains on the car roof.
Ashley was extremely helpful and informative about the process and what needed doing to the car.
Everyone did their very best to sort the problem as quickly as possible
Generally good service, but too few service agents were available at 8:30 for the people waiting, and no offer made of transfer to Surbiton station.
They're always really helpful and make me feel valued, even though my car is quite old now.
Same answer as above.Quite unbelievable that such awful service is allowed to be given to owners of premium brand cars.
Friendly helpful staff comfortable surroundings
Cooper were very good, and the service technician I dealt with was excellent.
Does even know if my car had run flat tyres gave me incorrect info which cost me 186 pounds
The individuals were polite enough, clearly the problem is in procedures.
As mentioned above
Other than the issue above all good.
All explained above
Because nothing is ever perfect
For the same reasons as above.
The service is not good. they don't answer the phone all the time. last time we gave the car in to fix they used the car for their own use and drove it 24 miles. Also they scratched the car on something. they than had to keep the car for 9 days .
Ddame as above
Took just a little longer than I was told but every effort was made to get the car back to me on the day promised
I called into your service department to book the Service which from the vehicle said it was due in September.However because of a hospital appointment I needed to change the date. When I phoned nobody could find the booking and I booked another date
Had to arrange own transport to and from Thames Ditton.
Excellent service from Ashley Duncan when I visited. However, some confusion over time frame during which car may be presented for "inclusive" service. This was not the fault of Ashley, but the person I spoke to when booking the appointment.
Good communication, met expectations from beginning to end of process.
No issues - notified that work complete late morning
My car went in for a basic service & wheel alignment on 4 September. The alignment machine needed repairs & I did not get the car back until Friday 8th 18.50. From Wednesday to Friday each time I called a message was taken & no one called me back
I would describe my last service as a bare minimum....Without fail CTD is my default dealership for service and repair. This last service although it was a first service felt a bit thin. No software update, the key didn't mention it, the car did.
Keeping us up to date with work is not great, has been in the past.
They do the work but for example haven't reset the car to show it no longer requires a service in August. I would take it back to reset but I suspect it would take all day.The last time the car was serviced it took almost an hour to drop the car off
The offer of a free service came as a surprise; it was welcome; it was carried out at a time convenient to me; and I received no bad news from it.
I requested the damage on the near side rear arch to be fixed. No evidence to suggest it was. No valet service for the sake of a quick return to the customer.
Everything done as promised with explanations and politeness
I always wait too long for my car. I was told by phone I would get an explanation of the problem but none was forthcoming.
There wasn't any aspect of the service that I felt was incomplete or inefficient.
I was not told what the ultimate problem was with my car. It was held for nearly two weeks and I had to chase constantly to get an update.
When I dropped the car off I wasn't told who was dealing with my car, who I was to contact if I had a query or when the car was likely to be ready to pick up. I then had to call 3 times to find out if it was ready as my query was not ignored.
Overpriced aftercare. Delays in performing simple servicing tasks (1 and a half days to change rear brake pads).
very unsatisfactory service , I deliver my car to the garage for routine service only to find out they cannot complete the task in the same day and I have to visit the garage gain two weeks later , the have not clean the interior of the car either a
Our car has more problems now than when it went in to BMW for a service. BMW have failed to come back to us despite a number of calls by us.
I informed that i would be there first thing. i booked a courtesy car a long way in advance, essential to my job) I arrived and the chap siad there were no courtasy cars. This is unacceptable. I was 20 Mins late for my first job. This is the seco
Booked while you wait MOT appointment had email confirmation arrived to be told I had no appointment booked! Was told it was not a problem but ended up waiting just over two hours which made me very late back to work.
eventually a driver took me home after 3.5 hours. The car wasn't ready until the next day and BMW said they will drop it to my house and post the keys. The car never arrived and I had to wait yet another day! 3 days without a car and no feedback
The car wasn't washed and vacuumed after you serviced it, I thought it would be. I think £240 for a very basic service is expensive.
Generally, it was a good experience, but reaching them on the phone was difficult. There are 5 options to choose from and the fifth just ran out. I then chose the "wrong" option and got through to a person (centrally) who got Ashley to call me back
I'd be happy to talk to someone about the experience but I found them unprofessional, and am still waiting for my correct MOT certificate!
Car seems to be running quieter and advice on tyre depth usefule
Wasn't kept up to date at all points but apology at the end and money deducted
I waited a long time to pick up the car. The whole drop off experience was very impersonal.
Could not do enough for me.
Booked in in advance but missing from the day's work plan. Left in reception for more than 30 minutes with no feedback until I chased it. Once in process good job done. MOT was double market rate but was price matched.
See above. It's the staff and their attitude that is key
Cooper TD are friendly and efficient.
As far as I'm aware all was carried out satisfactorily - but see below.
They supposed to look at my passenger mirror. The service agent then used some poor excuse that it was fixed. I immediately checked and the problem was there. They promised to call me back last week but no one bothered.
The day of the service went according to plan. Phone call the day before, car collected and returned and no problems.
I would have been completely satisfied had I not had to wait for three weeks for an appointment.
The service itself is very good however I got the car back for the second time with the same fault not fixed
Unfortunately, on this occasion, having settled a hefty invoice, the underlying problem was not rectified...and I have had to take the car back for further work, having broken down on holiday!
BMW did an unnecessary fix without the customer consent so that it cost 164 pound as a result. I found that it was not fixed yet and re-asked a technician to fix i t again.Please let me know how can I send more detail information about the issue
No messing about plus a clean car on collection.
I am very satisfied with the work done and the advice given by the service representative. However the wait to be seen by a service representative was excessive. 20 minutes to drop the car off mid-afternoon. Even longer to pay the bill for an MOT
Very good, no problems during the process and kept fully informed.
A long wait for a simple job under warranty i had to come back twice this is notgood enough, if i had used a local garage it have been done in under one week.
Lots of hassle for me without my car for a number of days when my car was in the bodyshop being repaired. Although BMW took control of the insurance issues with the offending driver of the other car, and they supplied me with a courtesy car.
for the 2nd occasion i was told my car would be washed after the service - for the second time it wasn;tdan "forgot" to come back to me with a price for the back window, and having called him to remind him, he has "forgotten" again. VERY POOR
at 8 am in the morning it was Chaos not enough staff to deal with customers. whilst the service was quick my car was blocked in the car park and I had to wait over an hour to pick it up.the car was not cleaned or valeted as was promised
The satnav/bluetooth had not been checked as requested (it only came back with a message "to update the maps would cost a lot of money"). I asked for a receipt only to be abruptly told "its on the fob" . The manager then failed to return my call
The car was meant to be washed inside and out but the inside clearly wasn't cleaned properly
They did not resolve the problem. Took the car in because the breaks were squeaking. They still are.
Job done quickly and well done.
When I was told the car service would finish in 15 mins, I went to the center for collection, there was a 30min delay because someone parked my car somewhere and nobody can locate it. How was that even possible???? Totally unprofessional and rude!!!!
FA. The guys who picked her up was very professional and friendly however there was a traffic jam so she arrived back at the dealership late (Not her issue). The serv adviser made a point of saying he would normally be home by now !!
they were able to accommodate the dates i had available, and i was able to collect the car just after lunch making the whole experence really easy. Although i did not receive a video overview of my car as i had its previous service at Cooper Cobham.
It would have been a 5 star rating but the printer would not work so I never got a copy of the vehicle check report that I would have liked for my records.
Not clear work flow, Slow, Just terrible..
Please see below for the full explanation.
Booked collection and delivery for my car. Collection fine. But service centre unable to deliver car, so I had to take unscheduled time off work to collect my car. Greace marks also left on front seat and lower side floor carpet. Otherwise satisfied.
As per the comments in 1.
Coopers have always supplied an efficient and excellent service.
Had visited four times to have brakes checked including a service and was told that brakes were O.K. Told at this recent service that the discs were on the limit and needed replacing (£300+). Why was action not taken earlier?
The service employee would not check my previous service record which had recorded an ongoing fault alert. When the fault reoccurred as I drove the car away he failed to return my call. I recalled the next morning and again he didn't return the call
It was suggested that me having a flat tyre each time after I got the car out of service workshop was a coincidence. Not sure if the floors are swept and kept clean free of nails. 3times is a bit too much coincidence to believe.
Making reservation and dropping the car off: completely satisfied.Collecting car, much less so; unduly long wait.Car cleaned so far as is possible with a family vehicle, but returned with radio on, very loud, wrong channel, seats and mirrors moved.
Paperwork was a bit confusing and I had to call in and talk to your service people. After that I received another statement.
After Cooper BMW dropped off the car to me I noticed that there was a plastic piece missing (front tow hood cover). I called the service center three times to complain about this missing and they simply did not get back to me with a response.
Easy check in & pick up after being dropped off & later being picked at the station.
Although there was a slight delay in the pick up of my vehicle I was very pleased when I was contacted to inform that I have left behind some important documents in the loan car given to me
Mot ok. Issues with queries I raised not satisfactorily resulted.
See above. Also it took 3 weeks to get an appointment.
Good customer service and recognition by staff
Speed of response, dropped us off and picked us up from Kingston
I booked my vehicle in for a full service as well as the recall to change connection under the glove box weeks before. I was informed my vehicle would be ready within the day. So I did not need a hire car. However they kept it for two full days.
Steven was fantastic and really helpful . Car was delivered as promised I was kept informed at all stages.
I received a great deal
Sales staff fantastic
The salesman Adam Shelton was extremely helpful.
Again very poor service from the one member of staff, but then solved by the above named.
Competent helpful service
I tried to change specifications but was told I was too late. They should have told me more about deadlines
Excellent staff in salesIna Nieuwstadt and Jake Anderson
Adam Shelton, the Cooper Thames Ditton salesman who took my order, was really helpful all the way through, as were his colleagues Carlos Aguiar and Adam Bashir, eg I was kept informed of delivery progress and he sorted the number plate retention.
The car was ordered over the phone, on collection day I was welcomed by Stan Kriel New Car Sales Manager, Cooper Thames Ditton, a real professional and a pleasure to have dealt with.
Everything ran smoothly and on time
i was always kept upto date with the dates of arrival and the handing back of my old car. it was nice to be able to have a little surprise with the uncovering of the car.
Professional, friendly service that was hassle free. Staff kept me up to date on progress throughout, handover was done thoroughly and staff demonstrated a real desire to continue providing a high quality service after the delivery.