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ABOUT COOPER THAMES DITTON.

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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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BMW XDRIVE.

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ROAD TAX CHANGES 01/04/2017

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Meet the team

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Craig Gallacher

Head Of Business

Enzo Mussachio

Sales Manager

Jerry Gravell

Used Car Manager

Adam Basheer

Transaction Manager

Carlos Aguier

Transaction Manager

Terry James

Transaction Manager

Neil Barnes

Local Business Manager

Haytham Ibrahim

New Car Sales Consultant

Nick Dey

Used Car Sales Consultant

Steven Chambers

New Car Sales Consultant

Ajay Gharu

Used Car Sales Consultant

Malcolm Critchley

Used Car Sales Consultant

Jake Anderson

iSpecialist

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.

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.

Service

Terry my service manager I found rude and not very helpful. A very different experience from my previous one at Mercedes.

Service

All my queries were answered and any required support offered for the timely swap of my car to enter into a new lease contract

Service

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)

Service

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.

Service

Everything was carried out as planned and the car was cleaned. I waited two hours which was not to bad.

Service

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.

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.

Service

Efficient, friendly, excellent service.

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.

Service

The experience was poor in all areas. I would be happy to give feedback in detail by phone.

Service

Communication was very poor and I had to repeatedly chase for an update on the vehicle.

Service

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!!!!!!!!

Service

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!

Service

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.

Service

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.

Service

Fantastic service completed ahead of predicted time.

Service

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

Service

Not particularly happy with the customer service I received while my car was in for issues with my brakes.

Service

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.

Service

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.

Service

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

Service

It was done on time, lift to station in morning. Car clean and job done when I picked up

Service

The check in and service was not as good as usual

Service

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

Service

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!!!!

Service

Car was serviced early, but promised cleaning and valet was not carried out

Service

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.

Service

A number of reasons, probably better explainable if you called me directly on 07824516659

Service

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

Service

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.

Service

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

Service

Excellent help and advice from Jake

Service

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.

Service

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.

Service

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 !!!!!

Service

Fine except for oil-stained driver's floor mat.Returned it to Coopers who had it cleaned.

Service

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.

Service

Did'nt complete serrvice properly? Did'nt reset service light. No apology, incompetent. Calls not returned as requested. Standard Cooper Thames nonsense!

Service

Lack of response to telephone messages, failure to secure tyres for booking date, lost book on second occasion, damaged tyre pressure sensors, charged for new sensor but not yet fitted.

Service

I had come in before to have my keys read, had said my brakes needed doing and might need extra work parts for them. Booked in for service and get brakes sorted out, only to be told when I went to pick my car up that they didn't have the right parts.

Service

The service I received was a vast improvement on my last visit, but only fell short when I received the video where there was nothing wrong with the car, i.e. didn't need any additional work, but implied the tyres were close to being not legal

Service

All went well and the service was done on time.

Service

The work was carried out to a high standard

Service

Cooper Thames Ditton did not reply to our telephone calls. I was NOT informed of the cost of the service (over £700) before work had been completed. I was kept waiting at the dealership for over an hour. Car not cleaned well (bonnet surround)

Service

I have owned bmw cars for many years and it's because of the quality and treatment by all staff at all levels I have no wish to own or drive any other car that is made Djsummers

Service

Extremely poor at resolving issues with their service. Slow and unresponsive. Kept me waiting an hour to pick my car up. Damaged my wheel and very slow to get it fixed.

Service

Completed on time

Service

ex service

Service

No communication AT ALL. I handed my key to the receptionist WITHOUT any communication. It also took 2.5 hours vs 1.5 hours promised. The service result was NOT communicated.

Service

Friendly & efficient

Service

There was not the usual standard of service. Communication was poor. The car was not ready when promised. It had been put away and had to be fetched out despite BMW knowing I was collecting that afternoon. it had to be recleaned due to birds.

Service

Communication issues.I was informed, by video, that one car tyre was illegal. I could not get through to the service advisor (2 calls) to ask for it to be changed. 2 hours later I went to the garage and was told no tyres were available!!

Service

We have always been happy with the servipce but this time we were given misleading information about the completion time and had to do without a vehicle for more than a day despite me explaining that we needed the car back the same day.

Service

Delivered my car at 9am (pre-booked) for a diagnostic as engine warning light was on - also a recall surrounding battery electrics. I was very clear that I required my car back that evening. When I chased the dealership at 4pm nothing had been done!

Service

I booked service online requesting light change. I then rang ahead x3 & requested someone confirm part was available but no one returned call. When I turned up they said it couldn't be done but on inspection realised it could. Agent was v unhelpful.

Service

Great customer service and flexibility.

Service

Booked several months in advance to ensure that a loan car was available only to be called at 5:30pm the day before to say that no loan cars were available.

Service

Friendly service

Service

The work was carried out to a satisfactory standard, however there was the "hangover" of a filthy drivers door interior from the previous visit which was not dealt with as promised and is yet to be resolved. 2 weeks later still waiting for a call!

Service

I needed a door mirror and alloy, but instead of having pricing ready so I could decide on whether to proceed with the work, I was told I would receive a call back with costs. Surely it is in BMW's interest to have pricing ready when first called?

Service

The car was booked in for a service, MoT & recall, then delayed by 1 day for completion. I had to continue to chase for status updates on both days and on pick-up waited 45 minutes and the car was not cleaned, as promised.

Service

No documentation of service received. No screen washer liquid - just plain water! Clamping collar of the exhaust changed, but more noise from exhaust since then. Noted an alert to replace battery on remote control immediately after car returned.

Service

I still have to take the car back to them again for them to put the service on the computer inside the car

Service

Although I collected my car personally and made it clear when I was going to arrive I was still kept waiting for 40 mins or so for the car to appear. However, the car was repaired and valeted within 2 days as promised I have no serious complaints

Service

They went out of their way to help and be polite.

Service

Customer service is shockingly bad and even upon presenting the problems, BMW doesn't help much. After many e-mails to Craig Gallacher, Clive Baxter and Graeme Grieve, Im shocked that not much has been done to help me solve the problems with my car.

Service

My car was brought in to you due the alarm randomly sounding.After 3 visits the fault has not been corrected and I now find an E Mail saying it has been booked in for the 27/4/17 without any consultation as to whether this is is convenient

Service

Because Adam Shelton provided an excellent after sales service. He always helps us with our queries and has made it difficult to go anywhere else!

Service

Communication was difficult with my service handler.

Service

I asked for the near side parking light to be fixed as the bulb has blown. I was told it would be fixed during the MOT but it was not. Not even mentioned when I collected the car so assume was resolved. Didn't notice until I drove off.

Service

Car had to go back a 2nd time as the techs not briefed properly by service front desk.Had a video health check from 1st visit saying my car was fine. 2nd visit a week later, the steering rack needed replacing under wararanty!

Service

Although I was early my booking was not on the day's schedule. Also when I was called I was told no service was due, but I had requested the additional oil change so was aware of this.

Service

As usual my car was kept for longer than planned. This time just one extra day, 2 weeks ago 4 days longer!

Service

Took two phone calls to book. Couldn't get through first time.

Service

The service was good, but I would have liked to get a proper valeting for the car, it was washed, but 'in a hurry'. The cost of the service deserves that treatment.

Service

The car was booked in with a courtesy car on hand but when we called to see if everything was ok on the day of the booking they told us that there will be no courtesy car. As a result of this we asked to speak to the manager which never happened.

Service

good efficient and on time.

Service

On time THIS TIME. It is quite improvement after my last but one visit.

Service

I was completely satisfied with the service - team at the dealer were excellent and deserve top marks. I have marked down as noticed a mark on the car paintwork. I sent a comment in on the BMW app, but still no response..

Service

Helpful guidance provided by Service Assistant who was very efficient

Service

Expensive , slow, dirty, poor attention to detail, no record of booking even when I turned up.

Service

The valet and cleaning was below standard

Service

- Courtesy car unavailable at last minute (had booked weeks in advance)- Expected half day job took two full days (tyre not ordered in)- We were left without a car for two days - extremely inconvenientVery poor compared to usual service

Service

I had requested a loan car for the day and on arrival was informed one was not available.

Service

By far the worst experience I've had with BMW. I booked that day specifically because I was assured there was a loan car for me, however that wouldn't be the case. I was then left waiting over an hour until someone was able to drop me close to work.

Service

prompt and courteous service

Service

I have this week left multiple telephone messages and I am still awaiting a call. I have this morning resorted to leaving a message for the guy who sold me the car 2 years ago. Cooper never fails to underwhelm!

Service

Staff very welcoming and kept me updated.

Service

Pleasant and knowledgeable staff. Car ready to be picked up on time

Service

Communication was poor, we were told to collect the car but then when we arrived we were told of additional work that needed to be done so in fact the car was not ready to be collected.

Service

I waited 30mins to hand my over at the start of the service and Longer when I went to pick the car up as the service book hadnt been stamped, even though it was left in the car and I had to go back to get it stamped.

Service

Experience mix - limited customer parking but concierge service good and service contact Ashley was really good. Courtesy car booked was not available but I was happy with lift home. Car not delivered till next day, had to chase as calls not return

Service

I asked for a quotation to re-new my service pack and provided an e-mail address - so far, this hasn't arrived.

Service

Because I was fairly satisfied.

Service

ex service

Sales

Great staff who are lovely to talk too & able to help with any questions.

Sales

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.

Sales

Haytham was easy to deal with

Sales

Very good test drive followed by clear explanation of the major options available.

Sales

Ajay, Jake and Ian were great. I really felt valued as a customer, and they were looking out for me. No pushy salesman stuff (which I hate!).

Sales

Having had to wait awhile to get exactly what I ordered. Jason kept me updated and always made sure I was in the loop with where the car was in the delivery process.

Sales

Everything worked well and very helpful sales person Matthew.

Sales

Friendly courteous informative service. One couldn't ask for more.

Sales

The sales person I dealt with was excellent. However when there was an issue with finance he was unable to help and the case was handed over to BMW FS who were really unhelpful in the first instance and very slow at responding

Sales

The reception staff welcomed me on entering and even though I didn't have an appointment and had just dropped in, they found someone out to help me at what was clearly a very busy time.

Sales

unnecessarily difficult to set up test drive. took long time to answer the phone and get through to the right person

Sales

Salesman willing to enter into sensible negotiations over price. Spent time on handover, unhurried and supportive.

Sales

We had three different BMW showrooms looking for cars for my wife and myself. I was surprised about how difficult it was to buy a £23000 car. One had a phone system that took forever to answer. Another never called us back. Another took so long to

Sales

I was provide with excellent attention, follow up calls and updates on progress throughout the journey. Genuine interest and help when collecting the new car.

Sales

Nigel Hudson was extremely helpful and knowledgeable and made my purchase very easy

Sales

Process was kept as simple as possible - plenty of personal service to orient myself with the car.

Sales

Mr Dey was incredibly helpful, honest and hospitable throughout the purchase

Sales

Perfect.

Sales

Great service from Sales team

Sales

We have always been very well looked after by everyone at Thames Ditton over the past 10-15 years & have a great working relationship with Neil Barnes in particular. He never overlooks even the tiniest detail & nothing is too much trouble

Sales

Over all very attentive to all needs.

Sales

The salesman was verybgoidvat giving information and answering my questions withba straight answer

Sales

Adam Shelton looked after my purchase extremely well.

Sales

Excellent level of service and professionalism from all members of staff

Sales

First class service and excellent customer satisfaction given. The sales person Nick Dey gave me and my wife first class attention and continues to do so.

Sales

Great customer service and the sales representative was very accommodating. Sales rep was Haytham Ibrahim

Sales

efficient, professional and courteous

Sales

Knowledgeable and friendly staff

Sales

Excellent knowledge of the products and very attentive, courteous service.

Sales

The staff were professional and courteous and very efficient in answering any questions and queries

Sales

Great team, very informative and personable.

Sales

Excellent service from Adam Shelton at Coopers BMW

Sales

As usual a very good experience with the guys at Thames Ditton

Sales

Helpful, able answer and queries, but was advised I would get my car in week 10, so sold my car with the expectation that I would be receiving it during this week. But received car at 5:30 on the Friday of week 11. So a bit disappointed with this.

Sales

Excellent serve - friendly, helpful, polite, informative. All options provided - we were originally planning to buy second hand but bought a new car in the end. Test drive was extremely helpful.

Sales

They went the extra mile. Good communication all through process. Adam picked me up on the morning I needed to pick up the car. I had two test drives, I borrowed a car for a longer test drive.

Sales

Nigel was very professional and listened to what I wanted. Also he spoke to me & not my husband as I was the car buyer. (Unlike the finance guy who directed his conversation to my husband despite the fact I was the one paying and signing the papers)