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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.
See above. Also it took 3 weeks to get an appointment.
Easy check in & pick up after being dropped off & later being picked at the station.
Good customer service and recognition by staff
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.
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.
My experience was completely seamless and efficient. Efficiency breeds confidence and simplicity. The latter being what we all strive for.
See above. Overran, car not ready when they said it would be ready, mechanic couldn't identify a flat tyre, no wash and vac. No respect - people have busy lives and you shouldn't tell them a car is ready when it isn't. Or keep it longer than agreed.
The service was well performed and good quality . If you are going to offer a free valet then please do a better job it was very average and the car was only token cleaned both inside and outside.
Left waiting and no valet clean after service. Potentially because i didnt arrive in a suit i was ignored while others were served ahead of me.
Good professional service that was customer focussed
Work was done satisfactorily and communications were good. But pick-up took 20 mins when there was nothing to pay.
The customer service is poor but the quality of the staff is good. A further example of what is wrong. We needed a replacement part as the rear window did not work. It has taken three visits to the dealer to get this sorted - not acceptable.
The response time was quick and the car was cleaned whilst I waited and had a coffee in the hotel next door
Efficient, focused, courteous and timely
I took my car in for a few issues which weren't resolved. I've now had to book the car in for a 2nd time. I feel I was fobbed off with my concerns with the key slipping out. Apparently this happens to all M135i keys which I find unbelievable!
Firstly I wasn't met to check my car in. I was asked to just drop my keys. Nobody called me as promised to confirm the check in. Asked for car to be ready by 4 and by 4:15 Nobody called to confirm collection so I had to. A very poor experience.
The service process from arrival to collection could not be faulted - unfortunately, the problem I had returned the next day so will need another visit which has brought the marks down.
My car was returned with a fault that it did not have when it was left for a service. A promised wash and vacuum was not done, for a second time after a service. The seating position was not reset. Scratches appeared on leather steering wheel.
I feared a much bigger bill!
As above. Manager was unable to provide any assistance since member of staff dealing with the booking was on holiday.
The people themselves, I.e. The drivers and the person looking after the appointment were good but the overall experience has tainted my opinion.
The service and MOT experience was good and a lift into Kingston was provided after leaving my car. Part of this included a car wash which was cursory and I had to really look to see if it had been done at all so that element was disappointing.
It took 40mins to collect my car after the service had been completed. There was no urgency. I have since discovered that the service history has not been updated in the car. This is the second time this has happened now. It is unacceptable.
Fault found and car repaired on the day
Good service, I was kept informed through the process and the car was returned as promised.
FIRST isofix visit: assured by customer service Sandra that it was done (later found out it wasnt)SECOND isofix visit: we are not doing isofix todayTHIRD isofix visit: scheduled for 14 July (3 months of isofix saga)
no problems .polite friendly service
Still waiting for the rest of the work to be carried out.
Again , Terry Bird kept us in touch with everything that happened.Excellent communication.
I was promised an email of the details as I didn't get a receipt on the day. I have received nothing since and you clearly have me email address because you sent this survey.
Picked Car up from home & called me to say it is on its way back.Full check up was done satsfactorily.
Friendly efficient staff. The car was ready for collection at precisely the prearranged time.
The customer experience I had was poor - felt as if the service manager was unhelpful in resolving my problem (esp for an expensive car)
The visit took a long time and did not clean my car
Job done in quoted time and love the car being washed
I have never recieved anything but helpfulness and courtesy, what else could one ask?
Customer service chaotic. Despite making the appointment at least two weeks in advance and Cooper Thames Ditton confirming the appointment by E.Mail, I was not expected on the day and was told the part was not in. See later.
Once again the car was kept for a ridiculous length of time and communication was very poor
My car was returned to me with scratch on it. I immediately reported this to BMW and was told someone would be in touch. This still hasn't happened.
I was promised a call before the service began but that did not happen. I was charged more than the stated price because of this.
Terry my service manager I found rude and not very helpful. A very different experience from my previous one at Mercedes.
Apart from an initial phone call, everything was unsatisfactory from the greeting by the receptionist (incredibly rude) to the final view of the car (dirty despite being told twice it had been given a courtesy wash and valet)
All my queries were answered and any required support offered for the timely swap of my car to enter into a new lease contract
Since I have already responded to an earlier survey with some very negative views and no one has responded I see little point in completing this survey. I am ready to talk whenever anyone is interested.
Everything was carried out as planned and the car was cleaned. I waited two hours which was not to bad.
BMW let us down with their warranty policy - see below; Cooper TD let us down with poor service. We have owned over 30 BMWs. This was the worst service ever. Ashley was too busy to give us the service needed and BMW too inflexible to help.
Efficient, friendly, excellent service.
Kept waiting for 20 minutes to simply drop of the car. I was promised that my car would be valeted. This was not done. Unfriendly staff. I will go to another service centre in the future. Overall, you gave poor service.
You had the car for two days and was not able to resolve the problem with the gear box. When we phoned a couple of times to check the progress no one bothered to return our calls.
The experience was poor in all areas. I would be happy to give feedback in detail by phone.
Communication was very poor and I had to repeatedly chase for an update on the vehicle.
You had my car since 16 of May for service a some other staff including noise comming out from the gearbox witch you didn't fix. The worst part is you have scratched my car on the left front bumper and right rear bumper and front wheels too!!!!!!!!
Not particularly happy with the customer service I received while my car was in for issues with my brakes.
This was the car's first service and so should not have been complicated or long. This was the case and the car was ready when it was promised.The administration was not entirely smooth...I was asked twice for my keys to the car...by the same person
1. had to wait for more than 1.5 hours just to pay and get the car.2. booked and got a confirmation email, yet on arrival, my appointment was not on the list, though I was served swiftly regardless.
Courtesy car clean? It should be called a cursory car clean. My car ALWAYS comes back grubby. Don't bother offering a car clean unless you do it right. Not showroom condition, just clean it. I want to have my car valeted, but where? Not here!
I was a loyal customer to Cooper Thames Ditton since I bought my car with them. However I have made my mind that I will never go back. I have let down on several occasions as part of the service booked on 20th May Saturday.
Fantastic service completed ahead of predicted time.
On arrival the two people behind reception ignored me. Another person holding a clip board asks me why I'm here, I point out my name and she asks me to sit and wait for someone to become available. Then 5mins later calls me and points me to a desk.
The service did not seem to be correctly logged on arrival. after 30 minutes. I was called to be told the service would delayed due to wheel service issues at the service centre. No time could be given as to when it would be rectified.
The check in and service was not as good as usual
I arranged a same day collect and return service (Fri). Without explanation, apology or response to messages, the car was not returned. On Sat, I was told the car couldn't be returned until Monday! Had to argue. Eventually returned noon on Sat.
Overall good experience. I don't understand the car loan policy which makes the car have only a few litres in the tank. Never good to get a car which fuel gauge is in the red. This feels cheap and unbefitting a luxury brand like BMW
Impossible to contact, very lengthy drop off an pick up procedures and had to wait 30 minutes on a phone call to find out if my car was ready to pick up. Once picked up, after an oil service, I found they had not refilled the engine with oil!!!!
We dropped out keys off and someone mislaid them at the site...then it took another 48 hours to find them and we were effectively accused of not leaving them for the service team
I booked a courtesy car well in advanced but was not available when I dropped my car off which let to many inconviniece throughout the day.My brakes still squeak even after I am told there is nothing wrong with it.
i changed garage because the garage i bought my bmw had been ao inflexible with my needs. Coopers seeci e manager was flexible fitting me and actually overachieved by squeezing 2 visits into one - everyone at coopera were really helpful
A number of reasons, probably better explainable if you called me directly on 07824516659
It was done on time, lift to station in morning. Car clean and job done when I picked up
Car was serviced early, but promised cleaning and valet was not carried out
MOT told exhaust smoke needed to be investigated.Car returned to house.10 days later opened boot and found engine cover parts.Checked engine and found open areas.Phoned dealership (now 2 weeks after MOT visit) told I would get a call re putting cov
Excellent help and advice from Jake
Car submitted for MOT inspection 1 and brake fluid service. Dropped car off at 8 am, was ready by 3:30 pm. No hanging around at drop off or pick up. Obliging contact with the service centre staff.
Have been a customer of Coopers for 15 years and they used to provide a very efficient service. This is currently not the case as staff frequently fail to return calls and when making a recent booking Coopers failed to complete all the items.
No-one called me back despite my leaving numerous messages & being promised that they would. I was told a loan car would be available but this was not the case. I was left without a car for nearly two days and was told people with kids got loan cars.
Fine except for oil-stained driver's floor mat.Returned it to Coopers who had it cleaned.
Poor service 5 days to complete service .Dealer was told of issue with rear brake disc,initially told there was nothing wrong. However realised there was a warped rear disc. So front discs and pads were changed. Doesn't fill me with confidence !!!!!
Did'nt complete serrvice properly? Did'nt reset service light. No apology, incompetent. Calls not returned as requested. Standard Cooper Thames nonsense!
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.
Nigel was outstanding, understood our needs and took time to explain everything.
The ordering of the car was very simple, and i knew exactly what model, spec etc I was going to get. The delivery was very simple and the salesman was very detailed in his handover of the vehicle.
I am a fan of BMW Cars
Nick Dey is an amazing sales man! He made sure my daughter who drives for me knew every single detail about the car, he spent an hour with us going through everything, amazing customer service!
Attention to details concerning the cars, with staff giving time and guidance in assisting to select a vehicle. Having opportunities to drive vehicles with no pressure to make decisions immediately, and always being made to feel that you are welcome.
They made me feel a valued customer
There was one small hitch at the first meeting but afterwards all staff I met worked hard to ensure customer satisfaction. The showroom had a pleasant atmosphere.
I had bad experience with the staff in terms of reliability and promised of compensation to me as a result of delay made by the ignorance of the staff
Great staff who are lovely to talk too & able to help with any questions.
The salesman (Nigel Hudson) was extremely knowledgeable and helpful throughout the process - from walking into the showroom to arranging a test drive and helping orientate me around the car when it arrived.
Haytham was easy to deal with