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Left message to call back but no response .
Took 40 minutes to arrange a car to take me to the station when dropping off vehicle
Car was cleaned inside and out. Alloy wheels were not cleaned
I have booked service well in advance. A day before I had a call from dealership asking at what time is my service. It is either stupidity or gross lack of competence.I have arrived on the day at 0830. Eventually I drove off at 12.30 in a filthy car
Having explained that my tyres were wearing more quickly than expected I was offered no advice on how to stop the slide. It was simple. I had been running at only half the recommended pressure. Thank you www for the advice. No thanks to the servicers
You simply cannot speak to service on the phone. They never phone back. Utterly frustrating.
Car booked in with service warning light, and review of water leak problem. Car kept over bank holiday weekend without contact or warning from service department. Car returned not cleaned and warning light not re-set. Promised quote never received.
Service advisor was very helpful but my car was dirty when I picked it up and I had asked for the tyre pressure to be checked and topped up on all tyres, not done despite having one tyre replaced.
On arrival to collect after the service, the car had not been done for reasons I am sure management have investigated. It would have saved me a journey if a telephone call had been made.
They seem to always be understaffed these days and amazingly busy
Easy to deal with, very flexible, quick & efficient, made me feel like I was the priority
See below.Also, I left a message for the Service Manager to phone me back and she hasn't.
it took 3 weeks to get the car serviced, they did not take action
POLITE STAFF, WHO CARE
Cooper Thames Ditton carried out a service of the air-conditioning on my M5 and i was returned the car on 25th April. The very next time i drove the car, it was clear that the air-con did not work. I consider that very irritating.
The car that was sold to me was defective a. did not include service cover b. had to return the car for almost 4 months - due to vabel harness and i was kept in dark on delay .
Fast track booking originally 1.30pm. Agreed a 7am drop off instead to fit in an additional air con refresh. Followed up at 10am - car was apparently about to be worked on. Turned up for collection at 4.30pm and the car hadnt even been touched.
Staff no nothing about customer experience and are too interested just chatting to themselves. Service for the car is poor, last time we had a general service the screen wash wasn't even topped up for £500!
The car was Mot'd and had the visual check carried out. I was told that the front tyres need replacing which is pretty surprising given that the tyres had been replaced about a year ago and I had only done 6000! So annoying.
This branch seems to practise a policy of total non-communication with their customers. Car not ready on the day despite being dropped off at 2.30pm the previous day. No progress report despite trying for 3 hours to get an update!
No courtesy cars available and only informed night before at 630pm
The people at Coopers are like family . They look after you .
Nobody updated me during the service process or contacted me when my car was ready.
As above. Poor communication on previous visit.
Because the staff dealing with the servicing was extremely helpful and informative.
I could not be more dissatisfied with the poor quality of service I received. The service at Cooper Thames Ditton reflects very detrimentally on the quality of the BMW brand. This service department which does not care about their customers at all!
The car was not returned on promised date. I had to chase continuously to get the updates. It was almost impossible to get hold of the person in charge (Terry Bird). Rude behaviour, 'don't care' attitude.
See above, lack of info, very slow progress
Kept waiting for 45 mins. Everything else OK. Not eneouh staff on the day to deal with everyone and no process to keep one informed.
As above, the service i received was exactly as expected
Once communicated the work is excellent.
On the 1st of 2 recent visits my booking had been "lost" and the scheduled work was not completed as planned. Check in and collection was slow on both these visits and on the most recent my vehicle was returned unwashed.
It would have been completely satisfied but I was only informed a day before that the previously agreed loan car was not available. Very short notice.
Would of been higher except for the fact I had to ring them to find out about the progress of my car and by the time they updated me I had to leave it at the dealership overnight.
All the above. I cannot believe that it acceptable not to contact the owner of a car all day about their service and to close the garage without returning their car or gaining their agreement to keep the car. I was highly frustrated and nobody cared
Everything happened as scheduled and the video overview was a nice touch
Delays in receiving my car backCalls not returned to confirm that my car was available on the Friday, so had to return and wait on the Saturday for nearly an hour to be seenThe internal clean and Vac was of a poor standard
Sitting waiting for 30 minutes for a Service Agent to become free so as just to drop my keys off is unacceptable (and this outside of any "rush hour").
Kept informed during the work was yone
Communication poor. Calls not returning in timely manner. Waiting all day not knowing if car would be ready by EOD. Finally received call around 6pm. Service warning indicator was still showing and history not updated.
Sandra from Cooper Thames Ditton made a huge effort to remedify and correct all the mess made at the previous attempts to service my BMW (kudos!), otherwise I see a significant amount of problems - booking of replacement car, poor communication, etc
I was unable to see the technician beforehand to specifically explain what was wrong with the car. Upon returning to the garage to collect I was told nothing was wrong despite the car making a tinny noise and charged.
i dropped my car off at 8am on the Friday for just an MOT, returned at 1800 to be told it wasn't done and i needed to drop it off on Monday. i dropped it off on Monday and the car wasn't ready till 1700
Apart from staff trying their very best to cope with the shambolic system that you currently have in place Coopers are evidently not able to cope or organise a simple service and MOT.
Did exactly what I asked and car was returned perfectly within the timeframe I had asked for.
Cooper Thames Ditton' service was terrible. I never experienced poorer service than them. They did nothing in the first booking day and they have not let me know next available day to fix my csr problem.
Ashley Duncan sorted out the problem with minimal fuss and booked me transport to and from work.
i am still awaiting bmw to contact me re getting the work done on my car
A little late finishing is the only small observation everything else was great.
Quick efficient no hassle service
After paying a large amount for a service, I am still getting the "battery light" flashing up even though it was checked.
Booked a service with a wait option, only to find two other people were waiting who had not bothered to book the wait option ahead of me. Priorities clearly wrong!
fast and reliable
Beyond disappointed with the total failuire to manage work and provide customer service.
Frequent and relevant communications, good customer service
Efficient service plus helpful advice e.g. when trying to link iPhone to car system.
Good report and attention from staff
The work was complete on time, however, a car wash should have been included but was not done. So I had to ask for that to be done.
Same reason, was offered a lift but no apology.
Insufficient customer parking made dropping off car a hectic experience. Requested a shuttle to train station, apparently they weren't providing this service, booked me a taxi which never turned up after waiting 45 mins. Waited 1 hour to collect car.
You cannot get to speak to anybody on the phone. They were disorganised. My car needed ad blue but they failed to add this.
There was no service, they wouldn't pick up the phone and when they eventually did after i went through to BMW head office, they couldn't find my car, even though the receptionist asked for my name 3 times and my registration number twice.
I called to check car was ready, and was told it was. I turned up with two small children, and told it wasnt ready as it hadnt been cleaned/valeted. I had to wait for 45 min to pick it up. Was then told this was the usual approach. Very frustrating
When checking my vehicle in the service advisor made me feel very uncomfortable and had no personal skills, no updates at all through day , tried to cancel my loan car and no attempt to repair the vehicle meaning a return trip down there.
Really good customer service and I felt BMW took my car's repair seriously.
BMW engineers know what they are doing.
Good stuff. Particularly Ashley
the service and clean of the car was, as it always has been ( 15+ years a customer) excellent. Communication was difficult - no phone call / did not email/text as asked/ surprisingly inappropriate interaction with both receptionist & service contact
the guide through how t use the car was excellent and it was helpful that several of the features were preset in the showroom
BMW Thames Ditton Never Answer nor return calls.Brand New Vehicle with damaged to the rear bumper. But BMW Escalation Team was so helpful trying to solve my case.
I was kept regulary up to date with the progress of my vehicle via texts, emails and phone calls. Right from start to finish I was always in the loop. I had a slight delay on delivery which was out of the hands of the dealership, so not their fault
We were kept updated with each manufacturing detail of the vehicle. Excellent service by Andrei and Ian.
Very happy with purchase and delivery, precise and informative.
The delivery was quicker than expected and everything was fully explained to me
It was flawless.