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ABOUT COOPER THAMES DITTON.

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5 SERIES vs E-CLASS vs XF - WHICH IS BEST?

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CORPORATE RETAILER OF THE YEAR

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BMW i3 Service Inclusive

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BMW Approved Used Cars

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BMW Innovation.

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Where Next?

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BMW XDRIVE.

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ROAD TAX CHANGES 01/04/2017

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Meet the team

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Craig Gallacher

Head Of Business

Enzo Mussachio

Sales Manager

Jerry Gravell

Used Car Manager

Adam Basheer

Transaction Manager

Carlos Aguier

Transaction Manager

Terry James

Transaction Manager

Neil Barnes

Local Business Manager

Haytham Ibrahim

New Car Sales Consultant

Nick Dey

Used Car Sales Consultant

Steven Chambers

New Car Sales Consultant

Ajay Gharu

Used Car Sales Consultant

Malcolm Critchley

Used Car Sales Consultant

Jake Anderson

iSpecialist

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.

They went out of their way to help and be polite.

Service

My car was brought in to you due the alarm randomly sounding.After 3 visits the fault has not been corrected and I now find an E Mail saying it has been booked in for the 27/4/17 without any consultation as to whether this is is convenient

Service

I asked for the near side parking light to be fixed as the bulb has blown. I was told it would be fixed during the MOT but it was not. Not even mentioned when I collected the car so assume was resolved. Didn't notice until I drove off.

Service

Because Adam Shelton provided an excellent after sales service. He always helps us with our queries and has made it difficult to go anywhere else!

Service

Communication was difficult with my service handler.

Service

Car had to go back a 2nd time as the techs not briefed properly by service front desk.Had a video health check from 1st visit saying my car was fine. 2nd visit a week later, the steering rack needed replacing under wararanty!

Service

Although I was early my booking was not on the day's schedule. Also when I was called I was told no service was due, but I had requested the additional oil change so was aware of this.

Service

As usual my car was kept for longer than planned. This time just one extra day, 2 weeks ago 4 days longer!

Service

Took two phone calls to book. Couldn't get through first time.

Service

The car was booked in with a courtesy car on hand but when we called to see if everything was ok on the day of the booking they told us that there will be no courtesy car. As a result of this we asked to speak to the manager which never happened.

Service

The service was good, but I would have liked to get a proper valeting for the car, it was washed, but 'in a hurry'. The cost of the service deserves that treatment.

Service

good efficient and on time.

Service

On time THIS TIME. It is quite improvement after my last but one visit.

Service

I was completely satisfied with the service - team at the dealer were excellent and deserve top marks. I have marked down as noticed a mark on the car paintwork. I sent a comment in on the BMW app, but still no response..

Service

Expensive , slow, dirty, poor attention to detail, no record of booking even when I turned up.

Service

Helpful guidance provided by Service Assistant who was very efficient

Service

- Courtesy car unavailable at last minute (had booked weeks in advance)- Expected half day job took two full days (tyre not ordered in)- We were left without a car for two days - extremely inconvenientVery poor compared to usual service

Service

prompt and courteous service

Service

I had requested a loan car for the day and on arrival was informed one was not available.

Service

By far the worst experience I've had with BMW. I booked that day specifically because I was assured there was a loan car for me, however that wouldn't be the case. I was then left waiting over an hour until someone was able to drop me close to work.

Service

The valet and cleaning was below standard

Service

I have this week left multiple telephone messages and I am still awaiting a call. I have this morning resorted to leaving a message for the guy who sold me the car 2 years ago. Cooper never fails to underwhelm!

Service

Pleasant and knowledgeable staff. Car ready to be picked up on time

Service

Staff very welcoming and kept me updated.

Service

Communication was poor, we were told to collect the car but then when we arrived we were told of additional work that needed to be done so in fact the car was not ready to be collected.

Service

Experience mix - limited customer parking but concierge service good and service contact Ashley was really good. Courtesy car booked was not available but I was happy with lift home. Car not delivered till next day, had to chase as calls not return

Service

I waited 30mins to hand my over at the start of the service and Longer when I went to pick the car up as the service book hadnt been stamped, even though it was left in the car and I had to go back to get it stamped.

Service

I asked for a quotation to re-new my service pack and provided an e-mail address - so far, this hasn't arrived.

Service

Because I was fairly satisfied.

Service

Customer service is good, but wait times to be seen is far too long in the morning. Also i was given a price for battery replacement which was £100 more then coopers cobham. i understand there maybe a different pricing structure but not by £100

Service

Lack of communication never returned my call regarding my concern?Even after 3 phone calls ?

Service

Friendly staff and welcome. Car cleaned and kept well informed during all stages.

Service

Well as soon as I walked into Cooper Thames Ditton was greeted shown to a very efficient lady (Sandra) who dealt with me to a high standard ,and this continued to my paying for the service I had done . Just to add the acting Service manager (Marc)

Service

Failure of receptionist to communicate a message to service agent, causing me to miss a very important meeting. If your job is to take messages and pass them on, you shouldn't be allowed to do the job if you fail in this simple task. Also see below

Service

whilst the check in was fast and efficient due mostly to the lady that was working in conjunction with reception and the service team, I found that the check-out was far from efficient and quick. I still have not received any paperwork.

Service

The booking in process is a bit of a shambles with no regard to who arrives first. It needs streamlining as people have work to go to.

Service

The drop off procedure could be improved on. Currently, a client needs to wait until his allocated service manager is available, even if this means other service managers are not (obviously) doing much.

Service

I am so tired of this drama over the MOT element of this service, having made so many calls and no communication I cannot be bothered typing more sorry.....

Service

Lack of communication and no documentation and no requested estimate!

Service

3 things were looked at - new badge, check underneath after I ran over a brick and investigate a vibration at tickover not there when new. Re the last, the mechanic said could not find anything loose, but I could have an electronic check for £99.

Service

Asked for a call if we needed new brake disks, and I was not called. Asked for pictures of the old disks, did not receive. Booked the car in a month in advance and stated I needed a new Halo bulb but one had not been ordered for my visit.

Service

Welcome was not great, and quite abrupt. and then told two people were in front of me in the queue when they walked in after me - I arrived at 820 and wasn't seen until 840 despite agreeing to drop off before 830

Service

Car returned with coolant leaking culminating with emergency warning to replenish asap before engine seizes

Service

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.

Service

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

good service, contact and booking good and overall experience good

Service

my service experience was awful. it appears that you lack the staff to conduct service in a satisfactory manner

Service

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...

Service

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

Service

Customer service was good. Service took a little longer than stated.

Service

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

Service

Communicating with the service dept was a problemAlways busy labour cost expensive.

Service

Satisfied with the quality of service but no courtesy car so we were hanging around for 6 hours ! No communication from centre

Service

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?

Service

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???

Service

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 !

Service

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 .

Service

Had to wait a long time after I arrived which means took longer for car to be serviced.

Service

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.

Service

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.

Service

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

Service

pickup as planned, kept well informed, car nicely cleaned and returned on time, personnel professional and courteous

Service

I am the Fleet Manager responsible for over 1,000 cars so I have not got a clue which car you are asking about

Service

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.?

Service

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

Service

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.

Service

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.

Service

Excellent customer service from my early arrival in the morning to collecting the car after work

Service

fast, direct, no BS. Lose 0.1pt for being less polite (only slight) than expected from a premium service.

Service

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.

Service

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

Service

From the initial breakdown to the completed job I was informed of every step of the process.

Service

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.

Service

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

Fantastic service given by Thomas and Chris.

Service

Car booked in for a "while you wait service" and 1.5 hrs later it was all ready to go.

Service

Excellent understanding of my needs.

Service

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

Service

I found the cost to change the oil and micro- filter, very expensive at over £250!

Service

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.

Service

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.

Service

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.

Service

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.

Service

Very good experience apart from the receptionist not having my car on the service list.

Service

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.

Service

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.

Service

The repair undertaken on 24/10 2016 wasn't carried properly and the trim has become dislodged once again.

Service

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.

Service

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

Service

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

Service

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.

Service

Very efficient booking system, friendly and polite staff

Service

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.

Service

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.

Service

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

Service

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.

Service

unnecessarily difficult to set up test drive. took long time to answer the phone and get through to the right person

Sales

The reception staff welcomed me on entering and even though I didn't have an appointment and had just dropped in, they found someone out to help me at what was clearly a very busy time.

Sales

Salesman willing to enter into sensible negotiations over price. Spent time on handover, unhurried and supportive.

Sales

We had three different BMW showrooms looking for cars for my wife and myself. I was surprised about how difficult it was to buy a £23000 car. One had a phone system that took forever to answer. Another never called us back. Another took so long to

Sales

I was provide with excellent attention, follow up calls and updates on progress throughout the journey. Genuine interest and help when collecting the new car.

Sales

Nigel Hudson was extremely helpful and knowledgeable and made my purchase very easy

Sales

Mr Dey was incredibly helpful, honest and hospitable throughout the purchase

Sales

Perfect.

Sales

Process was kept as simple as possible - plenty of personal service to orient myself with the car.

Sales

Great service from Sales team

Sales

We have always been very well looked after by everyone at Thames Ditton over the past 10-15 years & have a great working relationship with Neil Barnes in particular. He never overlooks even the tiniest detail & nothing is too much trouble

Sales

Over all very attentive to all needs.

Sales

The salesman was verybgoidvat giving information and answering my questions withba straight answer

Sales

Adam Shelton looked after my purchase extremely well.

Sales

Excellent level of service and professionalism from all members of staff

Sales

efficient, professional and courteous

Sales

Great customer service and the sales representative was very accommodating. Sales rep was Haytham Ibrahim

Sales

First class service and excellent customer satisfaction given. The sales person Nick Dey gave me and my wife first class attention and continues to do so.

Sales

Knowledgeable and friendly staff

Sales

Excellent knowledge of the products and very attentive, courteous service.

Sales

The staff were professional and courteous and very efficient in answering any questions and queries

Sales

As usual a very good experience with the guys at Thames Ditton

Sales

Great team, very informative and personable.

Sales

Excellent service from Adam Shelton at Coopers BMW

Sales

Helpful, able answer and queries, but was advised I would get my car in week 10, so sold my car with the expectation that I would be receiving it during this week. But received car at 5:30 on the Friday of week 11. So a bit disappointed with this.

Sales

Excellent serve - friendly, helpful, polite, informative. All options provided - we were originally planning to buy second hand but bought a new car in the end. Test drive was extremely helpful.

Sales

They went the extra mile. Good communication all through process. Adam picked me up on the morning I needed to pick up the car. I had two test drives, I borrowed a car for a longer test drive.

Sales

Nigel was very professional and listened to what I wanted. Also he spoke to me & not my husband as I was the car buyer. (Unlike the finance guy who directed his conversation to my husband despite the fact I was the one paying and signing the papers)

Sales

No complaints at all. Handover was maybe more business like and less theatrical than my previous experience at Audi (car under a sheet, bottle of champagne in the boot & a voucher for a meal for two at a nice restaurant), but no problems encountered

Sales

Professional and thorough attention from Adam Basheer and Adam Selton

Sales

Great service from bmw, very satisfied

Sales

Knowledgeable team looking to help a returning customer.

Sales

Everything went very smoothly and I was offered excellent support plus a very good discount.

Sales

Knowledgeable, efficient, understood magnitude of decision and gave options

Sales

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.

Sales

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.

Sales

very friendly and competent staff

Sales

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.

Sales

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

Sales

Happy with the support from Tom through the process

Sales

Made to feel welcome and at ease and delt with extremely proffesionally

Sales

It was a very smooth transition and I got exactly the car I wanted at a good price.

Sales

Haytham was excellent and very helpful.

Sales

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.

Sales

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.

Sales

Nick Dey was a pleasure to deal with, was very helpful and smoothed the way through all the paperwork, too!

Sales

Made to feel very welcome. No pressure put on me to buy.

Sales

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.

Sales

Able to assist us when we asked and answered all our questions.Staff did not rush us

Sales

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.

Sales

Great service

Sales

Overall great service. Transparency on pricing, insurance offered and clearly explained. Occasionally miscommunication but quickly resolved by Tom.