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ABOUT COOPER THAMES DITTON.

Find out more about what we do and our team.

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WHAT A DIFFERENCE A DAY MAKES.

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BMW i8 Roadster

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Impress with the new BMW Shadow Edition

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The BMW Lower Emissions Allowance.

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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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ROAD TAX CHANGES 01/04/2017

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What type of BMW Engine is right for you?

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BMW xDRIVE.

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Meet the team

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Jonathan Sharman

Head Of Business
  • Years in the company

Jerry Gravell

Used Car Manager
  • Years in the company

Adam Basheer

Transaction Manager
  • Years in the company

Carlos Aguier

Transaction Manager
  • Years in the company

Terry James

Transaction Manager
  • Years in the company

Neil Barnes

Local Business Manager
  • Years in the company

Haytham Ibrahim

New Car Sales Consultant
  • Years in the company

Nick Dey

Used Car Sales Consultant
  • Years in the company

Steven Chambers

New Car Sales Consultant
  • Years in the company

Ajay Gharu

Used Car Sales Consultant
  • Years in the company

Malcolm Critchley

Used Car Sales Consultant
  • Years in the company

Jake Anderson

iSpecialist
  • Years in the company

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.

Was a bit concerned that when I called to confirm I was told my vehicle was having 2 revallnissues dealt with rather than a service. I hadn’t been notified that the recalls were required.

Service

Dealt with my issue very quickly

Service

Did not reset the service frequency, did not address sqweeky breaks and altered settings of car.

Service

Rubbish service, zero. While i was waiting haven't even offered a tea or coffee

Service

My car was delivered to my home address, leaving me stranded at my office. My complaint has still not been addressed.

Service

the problem - which turned out to be a puncture, and need for a replacement tyre - took 3 hours. this was a waiting appointment, which was timed for 90 minutes

Service

job done in time

Service

As above, it was good but could have been better.

Service

No curtesy car available and I did not have a MOT voucher.never mind staff went out of their way to rectify this.Thank you

Service

booked car in asked for quote to clean canvas promised to call back with price no phone call received. 2nd time this has happened if they do not clean canvases they should simply say so instead of promising return call with a quote ... fustrating

Service

Terry was excellent!

Service

Service is excellent, only slight problem is the lack of available parking spaces

Service

Everyone was very polite who I spoke to but just a disappointing chain of events

Service

I would have scored higher but this was the second time the car had to go in for the same fault!

Service

Long wait times

Service

Tried to make me pay for a replacement tyre that wasn’t needed. Wasted my time by booking me for a while you wait appt then not delivering on time. Removed my vehicle as couldn’t wait.

Service

Problem with car took four visit to fix . One to fix damage done by them

Service

Unbelievably no check on coolant level in this 18000 mile service so had a danger do not drive alarm less than a week later. What is the scope of the service undertaken ??

Service

Everything went as planned

Service

The courtesy car was not checked for damage prior to handover resulting in a half hour delay for meThe car tyre pressure warning was on again causing a further 15 minite delay

Service

Customer service felt a little sloppy - combination of minor events left me dissatisfied:1. No courtesy car available on Mon @8am2. Car dropped back to wrong address.3. No car health-check report. I had to chase this several times.

Service

Everything performed to my satisfaction, with good communication. I like the video commentary and have suggested minor improvements to help audibility.

Service

Utterly dismissive - offered no help whatsoever in resolving a simple issue which would keep my car off the road for three weeks - their own timescale - before they would even consider diagnosis. That I was left with no transport was of no concern.

Service

A technician reversed another car into mine while it was being serviced. I was notified immediately and told that I'd be called within a few days to book it in to be fixed (good). However I wasn't called for 2 weeks and had to chase (very bad).

Service

Please see section above.

Service

Everything ok, no issues

Service

the service indicator has not been reset so now showing in RED

Service

They have always been responsive and the team always go a step over and above normal customer service.

Service

I had a problem tyre . BMW ordered the wrong tyre and hence retruned car without replacement . On next day at scheduled time , they informed I hv to wait for 90 minutes for tyre work . I could not , no further dtae was available anytime soon !

Service

Please see above. “Service “ experience at Cooper Thames Ditton appalling - and not just once.

Service

It would have been completely satisfied but your check in process in the morning is not as slick as it might be

Service

Great people (dan) and great service.

Service

I would have given 5 stars normally but had to return due to a small technical problem, this was resolved to my satisfaction and was trouble free.

Service

Poor check-in, no communication, patronising attitude and several rookie mistakes.

Service

The staff were very polite and helpful. My car's service was completed within the allocated time slot.

Service

The service was completed quickly and the car was given a full valet. They actually didn't have the loan car I had asked for but instead booked me a taxi to my destination which they paid for which I was happy with.

Service

Very smooth "while u wait" service. Comfortable surroundings and friendly, helpful staff.

Service

You can improve a great deal.

Service

Dan from servicing in Thames Sutton stayed in contact and couldn't do enough to accommodate our needs during our house move to make things easier for us

Service

Very prompt and agreed to do the MOT at short notice

Service

Because the service was done in one day and the airbag was checked.

Service

car not ready was given pool car over night no fuel in car (20miles) no air intyres (warning lights on

Service

Because I was treated like an inconvenience and they lost my service book which has been completely ignored even though I have left multiple messages to that effect

Service

The experience of the car repair was good (polite, knowledgeable and helpful staff), but I was charged for "diagnostic work" relating to rattles behind the dash that the car had developed. This is a 18 month old car which is under warranty!

Service

everything was done as expected; I was contacted when needed and the car was ready when they said it would be - and clean!

Service

were quick to help when no courtesy cars were available when I dropped vehicle off for service (despite being booked). Pushed car through quickly. Had to return on following Saturday because service had not been recorded in car's electronic log book.

Service

The way I was greeted in reception and met by the Valet drivers when I collected the car was impeccable. However, when I dropped the car off, the receptionist broke off in mid-conversation to speak to another customer behind me, and then ignored me.

Service

I have really been made to feel that despite my disabilities I’m as important a customer as any other. That has continued into after sales.

Service

Had to wait over 1 hour to drop off car, there were 2 other people also trying to drop cars off that had waited a similar time.

Service

The work carried out to the car cannot be faulted but it was a recall and the engineers would have known what to do. There is a general feeling of complacency in the Thames ditton showroom. As a customer i feel very little service is given to you !

Service

The car should have taken one day for wheel replacement and took 3 days

Service

efficient

Service

They picked up and dropped off car to home, easier for me, although bit difficult to agree.

Service

No problems with Marc Turley who served me. He was operating under the difficult circumstances.After picking up my car, I found that one of the alloys had been damaged. On return to Thames Ditton it took an age for someone to verify the damage.

Service

The problem with the nearside rear window was fixed perfectly. However, the three pre-delivery pockmarks on the roof , which were to be fixed when the car was next in for service, could not be repaired as the technician "does not work here any more".

Service

Very good job as above. Not 5 star due to no one or reception on arrival to pick up which lead to a longer wait to see service advisor.

Service

Problem started when I arrive to collect car it had not arrive back after 20 mins so was told not happy with the cleaning result so when it eventually arrive I could have done better with my hands behind my back, it was rubbish.

Service

again, as mentioned previous text box - easy straight foward, dealing with experienced BMW staff

Service

See previous answer

Service

the arrangements were efficient, the loan car was available on time and the service and valet carried out well, only problem was service light indicator was not reset, but this was done very quickly whilst i when i dropped the car back in a week late

Service

I went in for routine first service and requested that a number of issues which I understood were covered by the warranty were looked into for possible repair. However only the service was done and no effort was made to assess need for repair

Service

I was made to wait for quite a while to be seen when picking up my car, Other members of staff spoke to the service manager whilst I was sat there. I explained that I needed to leave quickly to pick my fiancée up but this didn't seem to affect it.

Service

I was unsure when I dropped it off if everything would be completed on the vehicle. I felt like I had just walked in for the service rather than booked it in a month before. one thing was not done although he said it was.

Service

Good service but not a quick service

Service

This time around was better than before. However, there was absolutely no chance of collection and redelivery of the car. Contrast this with Porsche who always provide a courtesy collection and redelivery service at short notice for my other car.

Service

Although they were unable on the day to fit new tyres alternative arrangements were made and the car was ready the next day.

Service

The staff who dealt with me were friendly, very helpful and did everything to make my drop off and pick up very pleasant.

Service

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.

Service

Car was delivered back to home in pristine condition.

Service

As above, the overall experience was very straight forwards and I had no complications.

Service

Very poor service. Claiming service items where complete when they weren’t, lack of documentation, difficult to get through to people.

Service

Taken to station after early drop, good communication through the day.

Service

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.

Service

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 !

Service

Exceptional service from all point of contact.

Service

Staff were friendly, open and extremely helpful.

Service

The car was clean and tidy and the service was first class

Service

Truly appalling service last Thursday morning at Cooper Thames Ditton BMW.

Service

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.

Service

Always on time, car well cleaned and issued explained

Service

Time was an issue.

Service

See above

Service

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.

Service

Although the MOT took longer than expected, Adam Shelton continuously provided me with updates even though it wasn't his job

Service

As above

Service

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.

Service

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

Service

As above

Service

Ashley worked hard for us but it’s clear that the service department doesn’t have enough resources to keep customers up to date. Multiple times I’ve called with no answer, or a message taken and no response. Glue residue remains on the car roof.

Service

Ashley was extremely helpful and informative about the process and what needed doing to the car.

Service

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.

Service

Everyone did their very best to sort the problem as quickly as possible

Service

They're always really helpful and make me feel valued, even though my car is quite old now.

Service

Same answer as above.Quite unbelievable that such awful service is allowed to be given to owners of premium brand cars.

Service

Friendly helpful staff comfortable surroundings

Service

Cooper were very good, and the service technician I dealt with was excellent.

Service

Does even know if my car had run flat tyres gave me incorrect info which cost me 186 pounds

Service

The individuals were polite enough, clearly the problem is in procedures.

Service

All explained above

Service

Other than the issue above all good.

Service

As mentioned above

Service

Because nothing is ever perfect

Service

For the same reasons as above.

Service

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

Service

Ddame as above

Service

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 .

Service

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.

Service

Had to arrange own transport to and from Thames Ditton.

Service

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

Service

Good communication, met expectations from beginning to end of process.

Service

No issues - notified that work complete late morning

Service

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.

Service

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

Service

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

Service

Keeping us up to date with work is not great, has been in the past.

Service

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.

Service

Everything done as promised with explanations and politeness

Service

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.

Service

All sfaff at the dealership were very attentive and sales oriented.

Sales

As question 1

Sales

See my answers to #1 above and #3 below.

Sales

Good and friendly service. Good standard of care. Delivery was slightly delayed from stated date.

Sales

Both salesmen were good and responsive .

Sales

Received a phone message 1hour before going to collect my new vehicle, to say it hadn't arrived yet! When I rang BMW UK customer service consultant told there was nothing BMW could do and that delivery dates were only "estimates". Cont. Below

Sales

Professional service and I was regularly updated on delivery etc

Sales

Professional and attentive staff delivering great service

Sales

All was excellent apart from the fact that I paid the July 2017 price which included folding mirrors as standard, and I was charged £190 for these! I have, so far, been unable to get the refund of £190.

Sales

Was welcomed and treated with greatest proffesionalsim

Sales

The sales guys i dealt with (Malcolm)was very helpful. Buying a car is an expensive process and can be quite daunting especially when your knowledge isn't very good. The salesman was very good from start to finish.

Sales

Sales guys was 20 min late. He was too familiar. No ‘welcome’, ‘sorry I am late’, no handshake. I think his words were ‘ you’re alright?’ Car has mud on the side and inside the door. Set up and explanations on functionality was good but very fast .

Sales

Steven was fantastic and really helpful . Car was delivered as promised I was kept informed at all stages.

Sales

I received a great deal

Sales

Sales staff fantastic

Sales

The salesman Adam Shelton was extremely helpful.

Sales

Again very poor service from the one member of staff, but then solved by the above named.

Sales

Competent helpful service

Sales

I tried to change specifications but was told I was too late. They should have told me more about deadlines

Sales

Excellent staff in salesIna Nieuwstadt and Jake Anderson

Sales

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.