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.
the person looking after me was not very informative, was quite unfriendly, and not overly helpful. She was only helpful in the end, but I think this was driven by a need to get the loan car back. Happy to discuss further.
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 experience was really bad. I have already sent BMW in Surbiton a two page compliant by email to the service manager. No answer yet !!!I would appreciate investigating the case.
A two day repair of car under warranty took over 3 weeks and never gave us any telephone call to update with progress. We'd been passed around different departments and no one seemed to know what the others were doing.
The service was good but getting through was awful
On time and clear feedback
Had to wait a long time
If you Call me and I will explain...
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.
Adam Shelton - look him up on you staff directory, a real credit to BMW
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.
everything was done with courtesy and in a timely manner from the meet and greet staff to service reception.
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
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.
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.
Because all went well
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.
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
I came in with an electrical fault. I was told that i could spend £800 to investigate it properly or spend £900 on a new alternator which they think might be the cause.
Service carried out in time quoted and vehicle spotless afterwards
Car was washed but windows were dirtier than they went in
Apart from keeping the car overnight which was ok as I had a loan vehicle, everything else was as I would have expected.
Because what I had expected to be fixed wasn't and furthermore, other elements were subsequently not wworkin.
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?
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.
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 received from the servicing rep Sandra was excellent, the quality of the service on the car was not.
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 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.
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.
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
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.
Car went in for end of warranty check and MOT. Was kept in overnight due to lack of staff in the workshop. Just as well I had a loan car !
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.
work completed as specified promptly
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
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
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.
Communication with clients-zero!!!
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.
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 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 !!
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
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
i couldnt fault the service from beginning to end.
Smooth, hassle-free experience from start to finish
My salesman Tom was very helpful throughout my purchess
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 .
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. :)
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.
easy to arrange, friendly, helpful and quick to respond.
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.
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.
Tom and adam were very helpful
service was very good . The staff were very helpful and accommodating
The whole process went smoothly