Apart from keeping the car overnight which was ok as I had a loan vehicle, everything else was as I would have expected.
Whilst booking the car in for a service I asked if the body shop could take a look at the dents in the passenger door. I arrived to collect the car at the designated time to find this had not been done. Photos were taken and I am still waiting.
The reception people were lovely and dealt with an awkward situation.The service manager was difficult to deal with. i made 5 phone calls and received just 1 return call, then at 5.31 told i could pick up my car at 6pm. Really?
Because what I had expected to be fixed wasn't and furthermore, other elements were subsequently not wworkin.
Expensive cost just for a general "look-over"!
very good customer service
The driver who collected and returned the car was very professional. My issue that in addition to the service and the MOT, I also wanted tyres but was unable to get someone to ring me back with a price after 5 attempts and promises to do so.
The service I received from the servicing rep Sandra was excellent, the quality of the service on the car was not.
There was a mix-up with the appointment given to me by the booking centre. I was told this was at 4.15pm and arrived at 4pm, only to find they'd been expecting me at 3pm. They still managed to MoT and valet the car that afternoon - so great service.
The service regarding the full was good - but I also asked for a satnav upgrade - which has been completely forgotten about.
Time taken to complete service - 4days to fit two new tyres and to attend to a brake fluid service.
The service I took at Cooper Thames Ditton was perfect.I am still waiting for confirmation (e-mail) of my next booking that Mr.Bird kindly booked for me, which will be at 8:00, 7th of October.I am grateful if you could check and arrange it.
Everything up until collection on the was good. Collecting the car, despite ringing in advance, took over an hour. It was a 40+ minute wait for somebody to see me about my car, the paperwork took 5 mins and then it took 20 mins to find my car!!
The moment I walked into the showroom I was directed to the right department, where I was promptly served in a professional manner, as you'd expect at BMW
the car was picked up on time, by a very professional person, the car was serviced as asked, and the car was returned safely and feedback about the care was given
Would have been 5 stars except that there was a delay in collection on the Saturday morning affecting all customers and we felt that the liaison person could have been more empathetic-an unusual blip in the normally faultless service you provide.
see e mails from my daughter Anisa Dhanji to Ian Frith last week.
Told over the phone when I booked the car in that it would take 1 1/2 - 2 hrs. Booked in for 9:30am on the Friday. Finally, having arrived at 9:25 I managed to get it booked in by 10:00am having had to twice make a fuss.
Booked car in for servcie 5 weeks before service date. Car was not ready on the day of appointment as it went into the workshop late (after 3pm). Very poor communication from service team, I had to call and chase. Very disappointed.
My car was not swapped back to it's place outside the house but was parked on double yellow lines and the key left with my sister in law to get my autistic brother to move the car off the double yellows. He subsequently 'kerbed' the wheels moving it!
I was told in advance what would happen, updated mid way through and then it was completed on time.
Comfortable area to wait, polite and helpful staff, service carried out effectively. Long wait before service could be booked in.
Mixed experience really - several times I got promised an update but no one called. A little stressful since I was flying out of the country and needed more feedback on timing. Otherwise, good quality service and some comprehensive work done
work completed as specified promptly
Always super service
When I booked my car in (two months in advance) I specified that I would need it back by 2.30pm and was told that would be fine. At 3pm (having received no call), the MOT had been done but not the brake pads. A three week wait to get those done.
Recall work on my X3. As far as I am aware this work was done, although impossible to see. (Rear seat belt anchorage welding).
Left my car on 25th Aug for service & MOT (exp.31Aug).Told on 30Aug, MOT done, on 31st told that it failed, and tyres need to be replaced, and I can pick it up to change if i want to.Tyres changed without approval and penalised with an inflated bill
Communication with clients-zero!!!
The service department seemed to be in some disarray. On Day 1 we discussed and agreed what needed to be done and I asked to be telephoned with any issues. Instead I received an email and no calls. This caused delay to agreeing further works.
The car was fixed as expected and all staff were helpful and polite. However the reason for the need to bring the car into BMW was caused by poor previous service
Bad experience, lack of communication, issue wasn't resolved the first time, left stranded as a result, completely dismissive.
Communication was not very clear in why the work needed to be done to the car. The reasons as to why the works were required changed throughout the day.
I rang three times to talk to the Service representative ( Chris) . On each occasion I left my name for him to call back which he never did. Eventually I rang a fourth time and I was given the excuse that there had been two Mr. Wheelers calling !!
It is the third time lucky. I booked an appointment in June had confirmation but when I arrived at Cooper Thames Ditton I was told there was no booking for me. this time I told them to check my light because there was fault message. Was n't done.
I couldn't arrange a service for 3 weeks; the lead times are getting ridiculous. When I did turn up on Saturday morning I was kept waiting for 20 minutes just to hand my car over.
Brake system fault not solved. Not communicated to me by service team. 2-3 days later fault reappeared & very annoyed is I called 4 times over a week & left 4 messages & no one called back. In end visited garage to speak to someone. Still unresolved
i bought 3 new cars and had mine / wifes cars serviced by you over 25 years.it took 15 mins to book my car for an MOT as they couldnt find me on system. although booked for an early MOT no one rang , i had to ring and finally got car next day
My car was booked in for an MOT and a Warranty Check. I was advised it would take 2 1/2 hours. I arrived at 8.00 . 4 1/2 hours later I asked what had happened to my car and the Service advisor did not know. It took 1 1/2 days
Car booked for first pick up, agreed around 8.30am but no later 10am.10am still no-one arrived. Informed there was a hold up due to traffic. However, if pick up was first on list traffic would not have caused 2hr delay when picked up at 10.30am
Great Service from start to finish. Quick and hassle free. I was offered a lift to work when leaving the car for its service. Had a chat with one of the sales people for future buy. Everyone very polite and professional.
Splendid service all round.
Service was excellent. The reason I did not give 5 stars was that there was around a 15 min wait to see a service manager to hand my keys in.
All went smoothly, despite my personal later travel plans with work
There was good response at every level.
They did what they said they would and kept me informed at all times.
Always excellent service friendly staff
Car under new warranty was brought in to BMW to solve a rattling problem for 4 doors. The rattling was solved but at what cost? My aluminium door handles are dented. The M-style under door panels are replaced by a smaller version which I do not like
Completely satisfied with the work but a bit of a delay waiting in reception
Original service booking was re-scheduled at short notice. Work not completed on time and was carried over. When I came to pay (£1,400) and collect the car, I had to wait for more than an hour; eventually able to drive off after an hour and a half.
1 I waited for over 1/2 hour on check in2 my service was not completed on the day because they has to do a retrofit first3 nobody had informed me on retro-fit4 I found out when I called to check5 I had to bring car back 2 days later for service
I have been waiting for over an hour before I could seen anyone , and the next day when I tried to pick up my car and again I have wait another hour , also they gave me the wrong key and another extra half and hour for cleaning the car!
would have been outstanding but I dropped my car a day before and when I arrived the next day (5pm) the car was still on the ramp.should have been looked at first. Also why do i not receive a top up oil,A must with any performance car. Porsche do it
Didn't follow instruction
There is always room for improvement!
Over 45 minutes to check in when I arived, no phone call back at the end of the day when I tried to find out if the car was ready, this was promissed but never happenned. The one chap on duty was doing a fine job but was totally over loaded.
Failed to reply to my request to check brakes or make any reference to how is the car, experience, any other issues. Felt like it was just do the service and take the money - not reflective of my 1st service for an expensive car!
I was able to get my first choice of date for service, reception from staff was first rate. Slight delay in collecting vehicle as final paper work not completed on my arrival.
Communication a little lacking. When I rang up to ask for some clarification the person on reception had never heard of the service consultant (his first day). She said she'd get him to ring me back. He didn't.
Shrin Shah who was my services adviser has now left Coopers. I am extremely disappointed in the company's lack of management skills to be able to retain it's staff team Shrin was a excellent service provider.
The problem was rectified as I asked.
Too much time was taken for the service. The car was not even washed for me after the service. Not happy at all.
The help with my problem by the service interface was very good.I find the staff answering the phone, too stuffy and a bit condescending. Not the image you want l suspect.
Very long waits and not very inspiring Customer Service
Outstanding service and everyone has a joke with me as they all know me
One job on the mini was missed off
Excellent service from Shirin expediting the car through it's service and keeping me informed.
i got my car back from a service and i got a scratch in the front bumper. the service team are dishonest bunch. had to rebook twice also because of loaner car issue
Everything seemed to go to plan. Only slight problem was the drivers floor mat needs replacement and you stated that it would take a long time before it was available.
The service etc was good, but the car washing needs improving particularly in respect of cleaning the wheels.
Service was efficient and completely customer orientated.
Everything was done well and ahead of time
It was perfect other than having to drive my car into the dealership as no one confirmed the collection
i couldnt fault the service from beginning to end.
My salesman Tom was very helpful throughout my purchess
Smooth, hassle-free experience from start to finish
I have dealt with Coopers several times & always return because of the friendly & helpful attitude. This I have to say was a most pleasant experience .
Car had a number of marks at delivery, including dirty marks on the drivers seat. These were cleaned up by the dealership staff when pointed out.
All purchase option details were explained to me in full prior to finalising deal.I was kept updated throughout the process of requirements needed to be completed by me.On collection of vehicle I was collected at local station. Flowers given. :)
easy to arrange, friendly, helpful and quick to respond.
The sales person (Haytham Ibrahim) I dealt with was very polite and helpful. At no point I got the feeling that he was trying to do a hard sale. He explained everything to me and he was very responsive to my emails and calls.
Adam Basheer who was extremely helpful throughout; from helping me choose the right model/features for me and keeping me informed at every step. The handover with Adam Shelton was also first rate with a follow-up call to make sure all ok.
service was very good . The staff were very helpful and accommodating
Tom and adam were very helpful
From us arriving at the snow room our young man was so enthusiastic for us at getting our 1st ever brand new car. The dealership treated us like royalty. This will go down as one of simply the best day of our lives.
The whole process went smoothly
Professionalism and understanding of the costumer
All very efficient and friendly
I was extremely well received and did not feel any pressure to buy.I was given multiple choices with the choice to test drive the differen models.The option of selling and then buying was very tempting and reasonable.The sales man was first class.
Haitham was completely committed to answering all our questions, making sure that the car was specified correctly, follow-up meetings, comprehensive handover and giving us access to a Genius after the sale had taken place.