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 ..
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 !!
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.
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
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
Pleasant staff and appreciated the lift to the station
Work not carried out
No one bothered to contact us to let know anything in the service department.
excellent service collected and returned my car for me.made very easy for me.
I was given a 2pm 'meeting' with the tech advisor.I waited over an hour for the meeting and then he knew nothing about the meeting, car or service.That said, he did research the job and was incredibly helpful & insightful.
Was kept waiting half an hour after arriving and again on collection. Not enough service advisors seemed to be available. Lots of other people just standing around. On collection another customer sat chatting to the only advisor presen for 20 minutes
car was not cleaned and valeted and petrol cap is missing plus kept car for 2 days
Service was great but a necessary follow-up attempt proved extremely frustrating. After 2 weeks and 6 or 7 unanswered calls I personally went to the Centre to get the car booked in.
Dropped off for fault investigation. Had to follow up with BMW 4 days later after hearing nothing. Received message 2 days later "car is ready to be picked up". I called to ask what had been done. Only then told £3k bill to fix & unsafe to drive!
We were very satisfied with the service which ran on time. It was a little odd though that when we wanted to leave the garage an error message came up. The faulty light was replaced in five minutes without extra costs.
Professional quality service
Everything went as planned from booking to service and collection
It would be wrong to single out Thames Ditton as I'm unclear as to whether the problem lies with them or with BMW. My bigger issue is with BMW UK and the uncaring and unhelpful attitude towards me. Details should all be in the case notes.
I was told my car would be ready by 1pm and I would be given a call to confirmAt 2:30 I called to find out if the car was ready, the person I spoke to couldn't tell meI was called at 3:30 to say the car was ready but I had to be there by 4:00
The service was not done on the appointed day because they lost the car key. A new key was ordered and the car booked in a week later. We had to wait a long time to be seen and the place seemed chaotic. Also the car was not cleaned as promised.
Waited 45 minutes to drop off car (Fri). No call to pick up car; when I called I was told it wouldn't be ready. Was called on the Sat and asked if I wanted to change brakes. Waited nearly an hour, when car arrived, interior light work not done
I still have the same problem with the car.
Very poor customer service, no communication within staff and no communication with customer. I was left distressed for two days. You have lost a customer. I will never come back.
Car properly serviced and explanation about the change. Done on time. Only issue was getting to the service station again in evening from work as had to take other transport.
Unfriendly and unhelpful staff. Total failure to communicate. Kept car overnight without my permission. Car was only in for an MOT test. Failed to provide new tyres at a competitive price.
All staff, from reception to service, were polite friendly and helpful.
I arrived early for my car's service and was greeted at reception, however I then waited 45 mins for any form of attention. After asking for the approx. service finish time I left and returned at 2pm to again wait a further 2hours, very frustrating.
I booked a waiting appt. told on arrival my car we'd be ready by 5pm.
Customer advisor kept me waiting for 45 minutes.
Pick up, servicing and return went very smoothly. I am completel satisfied with the service
Problem sorted, car returned clean.
The service was done very last minute and Adam Shelton managed to get us in for the new tyre to be fitted which was massively valued and appreciated.
It took a week to correct a leak in the cooling system . The parts were not in stock and it needed two attempts to correct the problem .
Having booked the service in good time to get a loan car, no loan car was made available.A steering column bush was replaced during service. Following this at 70mph + a buzz was noticed from this area. It took 3 calls to get somebody to ring back
Took a while to get a booking slot but great thereafter.
Reception was efficient, the Service Rep, pleasant and efficient, and the Chief Service engineer helpful, the loan car was clean and immediately available and my car was immaculate when I picked it up. "Completely Satisfied" is the only description
Part of the service included an update to Key Software. One of the keys stopped working - unfortunately it stopped working again
The car had been poorly cleaned, dirty water must have been used as it was cleaner when it went in, interior had muddy foot prints and not vacuumed, a bit disappointing with a brand new car. Apart from that everything else was fine.
The collection was fine, but booking in was short and to the point I was never asked if I had any other problems with the car and was not asked when i needed the car, but was told it would be ready between 5.30pm to 6pm. I have never had this before.
I received pleasant and competent attention and the service was seemingly well performed.
The problem (an intermittently dead door speaker) I had with my car was sorted, to the agreed timescales and at no cost to me (warranty work). The car was washed and vacuumed, and the staff were extremely courteous.
Service has slipped. You can expect nobody to answer your call once you have spoken to reception and they rarely call back. Despite one of your staff assessing what needed repairing they failed to order the parts and still have not called back.
prompt friendly service
The service to the vehicle was good,but the process from coming to the service centre to actually booking the car in was slow as the service managers were not aware that I had arrived,even though I had reported into the receptionist.
The service was good but getting through was awful
On time and clear feedback
If you Call me and I will explain...
Had to wait a long time
Coopers attended to my car concerning a recall (brakes/vacuum) but following the visit I have a problem with Flat Tyre monitor and DSC system. I didn't have that prior to my visit. Now booked in for 25th November to fix.
Car disabled after BMW enhancement & parts on back order & not in stock. Car out of action for a week. Given replacement car post discussion. Service & MOT done: told all fine at time, told when collecting car brakes and tyres soon need replacing.
everything was done with courtesy and in a timely manner from the meet and greet staff to service reception.
Adam Shelton - look him up on you staff directory, a real credit to BMW
You serviced my car in the morning while I waited. All was well and service completed on time. It then took an extra 30 minutes to get my car which was a little annoying as I was given the impression I would be able to leave in minutes.
My partner had to wait approximately 45- to an hour when dropping the car off. once served the staff were friendly and helpful. When picking the car up again we were waiting for 35 - 40 minutes, in spite of staff available. Again, staff good once ser
I was informed by BMW when service was due, service was arranged car was collected and returned as arranged according to sedual with perfect timing.
Efficient friendly service
Felt the service department were understaffed. The gentleman I dealt with was very good.
I've drive 4000 miles since new and I was told the tyres are wearing on the edges. I said that the tracking must be off but this was rejected by them.
The car was fixed perfectly and returned to me nice and clean. It was a shame that communication between the adviser and myself was awful. I had to phone five times throughout the day to find out what was gaining on.
While this dealer has given my many issues, I would like to thank Sandra who has helped me and is continuing to do so. Without her I would have given up Cooper a long time ago.
Because all went well
Service paperwork was not provided when the car was returned and car had not been washed. Have to call twice to find out what servicing was done and get the paperwork sent by post.
Took my X5 into Coopers on two separate occasions to have an issue fixed and both times they were unable to complete the work.
The recall fault was hopefully fixed.
Too long waiting to be seen by service dept
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.
Staff were wonderful and extremely helpful. Very fast and efficient workers.
Excellent service from Adam Basheer & Steve Chambers; they make you feel important and they genuinely care. Great ambassadors for the BMW brand.
Family and High class product and service by car brand and team member. Ian, Carlos, Adam and general manager at Thames ditton branch to meet our expectation.
Haytham Ibrahim, the salesperson, just made everything easy for us. He was patient as we considered different cars, answered all our questions and wasn't pushy at all.
From the minute we arrived at the showroom, we were welcomed, treated courteously and professionally and felt like we were the only people in the showroom (we were but that's beside the point!). Excellent service. Very pleased with our new car.
Excellent client service by sales negotiator Haytham Ibrahim
The salesman was very professional & gave the impression he cared.
Excellent service excellent car
great help from Haytham
Good polite service
Sales agent was very patient in answering all my enquiries very impressed.
Haytham the salesman was exceptional, he fully explained all the features and benefits in simple terms. Very approachable n really wanted to help.
good communication and timely handover