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They went out of their way to help and be polite.
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
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.
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!
Communication was difficult with my service handler.
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!
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.
As usual my car was kept for longer than planned. This time just one extra day, 2 weeks ago 4 days longer!
Took two phone calls to book. Couldn't get through first time.
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.
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.
good efficient and on time.
On time THIS TIME. It is quite improvement after my last but one visit.
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..
Expensive , slow, dirty, poor attention to detail, no record of booking even when I turned up.
Helpful guidance provided by Service Assistant who was very efficient
- 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
prompt and courteous service
I had requested a loan car for the day and on arrival was informed one was not available.
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.
The valet and cleaning was below standard
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!
Pleasant and knowledgeable staff. Car ready to be picked up on time
Staff very welcoming and kept me updated.
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.
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
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.
I asked for a quotation to re-new my service pack and provided an e-mail address - so far, this hasn't arrived.
Because I was fairly satisfied.
Customer service is good, but wait times to be seen is far too long in the morning. Also i was given a price for battery replacement which was £100 more then coopers cobham. i understand there maybe a different pricing structure but not by £100
Lack of communication never returned my call regarding my concern?Even after 3 phone calls ?
Friendly staff and welcome. Car cleaned and kept well informed during all stages.
Well as soon as I walked into Cooper Thames Ditton was greeted shown to a very efficient lady (Sandra) who dealt with me to a high standard ,and this continued to my paying for the service I had done . Just to add the acting Service manager (Marc)
Failure of receptionist to communicate a message to service agent, causing me to miss a very important meeting. If your job is to take messages and pass them on, you shouldn't be allowed to do the job if you fail in this simple task. Also see below
whilst the check in was fast and efficient due mostly to the lady that was working in conjunction with reception and the service team, I found that the check-out was far from efficient and quick. I still have not received any paperwork.
The booking in process is a bit of a shambles with no regard to who arrives first. It needs streamlining as people have work to go to.
The drop off procedure could be improved on. Currently, a client needs to wait until his allocated service manager is available, even if this means other service managers are not (obviously) doing much.
I am so tired of this drama over the MOT element of this service, having made so many calls and no communication I cannot be bothered typing more sorry.....
Lack of communication and no documentation and no requested estimate!
3 things were looked at - new badge, check underneath after I ran over a brick and investigate a vibration at tickover not there when new. Re the last, the mechanic said could not find anything loose, but I could have an electronic check for £99.
Asked for a call if we needed new brake disks, and I was not called. Asked for pictures of the old disks, did not receive. Booked the car in a month in advance and stated I needed a new Halo bulb but one had not been ordered for my visit.
Welcome was not great, and quite abrupt. and then told two people were in front of me in the queue when they walked in after me - I arrived at 820 and wasn't seen until 840 despite agreeing to drop off before 830
Car returned with coolant leaking culminating with emergency warning to replenish asap before engine seizes
This was due to my car being booked in, not serviced, booked in again and not picked up - only on the 3rd attempt at a service did my car get serviced thanks to Mark who was very helpful.
Extremely dissatisfied for following reasons 1. Service staff were unfriendly and seemed put out I was having my car serviced. 2.Tried twice to book my car back in for a MOT re-test and both times no one has called back. I had to go to another garage
good service, contact and booking good and overall experience good
my service experience was awful. it appears that you lack the staff to conduct service in a satisfactory manner
Service experience was fine and technicians have certainly done an outstanding job. Service manager was nice as well, however I couldn't help noticing that he was way too busy. And also, the usual issue with this service centre: communication...
No updates on car status. I had to wait until ca. 4pm on the day to get a diagnosis and to find out if it will stay for a second day. Clearly very inconvenient for planning purposes
Customer service was good. Service took a little longer than stated.
I was not informed of the likely cost when booking or leaving the car and I was told that an upgrade to the car would be done which may mean the car had to be left overnight yet it was ready in 2 hours with no confirmation that the work had been don
Communicating with the service dept was a problemAlways busy labour cost expensive.
Satisfied with the quality of service but no courtesy car so we were hanging around for 6 hours ! No communication from centre
1. Reported small rip in tyre to be checked. No report back if safe, I range and left message but as expected no return of call. 3. Car just serviced and says Ned service due 1,800 miles. This is just like last time - madness, what gets checked?
I needed to bring my X5 in to have the windscreen washer jet filter changed. No other car that I've had has ever needed to have this done. It cost £220 and I believe more recent X5s are a different design and do not have this filter. Recall???
The booking of the service appears to be done by a call centre and is very impersonal. Dropping off of the car is unduly bureaucratic passing through meet and greet, waiting, and then being assigned to a service rep. Other reasons that not room for !
I had booked for a service at 11.30 . I arrived and was asked to wait in the lounge .40 minutes elapsed before I was seen( by Chris Burke) to hand over my keys . I received no updates or attention during my wait .
Had to wait a long time after I arrived which means took longer for car to be serviced.
All went very well - collection & delivery of vehicle easy. Only thing wrong was that tyres from Cooper TD are so expensive because of way you have to source them (?) so we ended up getting car back & taking it to National who were half the price.
I was assured categorically, firstly before I booked my car in, and then on the morning of the service, that my car would be ready for 10am. I therefore arranged to meet a client for 11.30am in Wimbledon. The car wasn't ready till 11.25am. Too late.
Fast turnaround. Curtesey car provided - after bit of arm twisting! Not impressed with charges for tiny things such as antifreeze when spending £1000 +. Does not reflect well on BMW brand
pickup as planned, kept well informed, car nicely cleaned and returned on time, personnel professional and courteous
I am the Fleet Manager responsible for over 1,000 cars so I have not got a clue which car you are asking about
I was very pleased with the pick-up, service and return of my car my car.The reason I haven't given a "completely satisfied" is because I have noticed a strange noise from the air induction system, as if the air filter is not properly seated.?
After reporting to reception, I was left waiting in reception for over 20 minutes until I asked a staff member why there was such a long wait. I was then attended to immediately
There was no communication from Coopers until I had rung several times. Even then the girl on reception had to pass on the news that the work was complete, despite several requests I never had a call back from the service department.
Technicians didn't know what the red clock symbol on the dash was and how to turn it off. Also have an outstanding wing mirror problem that has been going on for over 18 months at great expense.
Excellent customer service from my early arrival in the morning to collecting the car after work
fast, direct, no BS. Lose 0.1pt for being less polite (only slight) than expected from a premium service.
1. Length of time my wife (with kids) had to wait in showroom just to drop off car.2. Courtesy car (we had to take) had a crack along the windscreen.3. On collection had to wait again (think they were still washing our car).4. Poor wash & vac.
The car start stop isn't working still. Despite two visits and no hire carWe noticed a scratch on the car that wasn't there when it came in. This wasn't noticed until the next day so we can't prove it was the centre
From the initial breakdown to the completed job I was informed of every step of the process.
Service experience was fine but I was informed further work was required that I needed to pay for. After questioning why on a one year old car the work would not be covered under the warranty it was subsequently confirmed that it would be.
I was told I'd be called around 2pm & that car would be ready to collect in the afternoon. I wasn't called & I had to ring several times. Cooper finally called back but car not ready that day. Lucky I didn't need it the next day. Not very apologetic
Fantastic service given by Thomas and Chris.
Car booked in for a "while you wait service" and 1.5 hrs later it was all ready to go.
Excellent understanding of my needs.
The service is still not appearing as in been completed on my on board Bmw computer. Also I seem not to have my service book - although I cannot recall ever having one - so perhaps this is not a fair criticism
I found the cost to change the oil and micro- filter, very expensive at over £250!
Since we bought the car in 2013 , it has constantly gone wrong. The Drivetrain warning has come on many times. we have taken the car in to BMW Cooper Thames Ditton so many times and it is still not fixed.
The general service was good, but there was a warning light on when we took it in related to the headlight dimmers. This was still on when we got it back and the issue unresolved which I find puzzling, which means arranging for another appointment.
Dropping the car off in the morning was good; very little delay between my arriving and the car being checked in. A helpful lift to Surbiton after dropping off.Picking up the car later in the day was poor see below.
The service book has been lost had to chase for solution. Car was not cleaned properly-very poor. Car was not returned I same day as agreed.
Very good experience apart from the receptionist not having my car on the service list.
Had to wait 45mins to collect my car as the senior technician took it out for a test drive at 4pm. I had to collect my son and was late. I was also charged for a warranty repair. Refund received the next day.
Marc Turley was very good but he was let down by your system. I hade phoned ahead a couple of days earlier to advise that I wanted a tyre changed due to damage, there was a mess up that meant that I had to come back a few days later to complete.
The repair undertaken on 24/10 2016 wasn't carried properly and the trim has become dislodged once again.
Although my welcome at the service dept was friendly and polite, the problem has not been solved so the car is going back in next week for another look.
very friendly and polite staff- outstanding customer service in that department, however communications between departments completely useless. requested body work estimate twice never happened also added screen was but nothing done . disappointing
When i booked the car in for its mot,i particularly asked if the brakes required replacing. I remembered from the previous year that the mechanic had sent me a video letting me know the brakes were very worn.I was categorically told brakes were ok
There was a significantly large visible squidgee scratch when the car was washed. I did bring it to their attention straight away but haven't called up again since it would mean having to go without a car for a few days to get it re painted.
Very efficient booking system, friendly and polite staff
The squeaking noise coming from the steering wheel has been rectified, however the very infrequent momentary loss of power, similar to an interruption in fuel supply, when accelerating away having just braked has not been fixed.
I missed my booking by accident, Ashley phoned to find out if anything was wrong and then booked me in the following day. Thank you.
I hear some noise from the brakes after the service I need to take it back to the serviceAnd compared to other places it is really expensiveAnd I only used the car for 2k mileage before the Previous service. I guess no oil change was required
Multiple reasons, including being charged for work without being advised prior to work undertaken, but many, many more. I am in the process of writing a letter of complaint to dealership and bmw.
unnecessarily difficult to set up test drive. took long time to answer the phone and get through to the right person
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.
Salesman willing to enter into sensible negotiations over price. Spent time on handover, unhurried and supportive.
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
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.
Nigel Hudson was extremely helpful and knowledgeable and made my purchase very easy
Mr Dey was incredibly helpful, honest and hospitable throughout the purchase
Process was kept as simple as possible - plenty of personal service to orient myself with the car.
Great service from Sales team
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
Over all very attentive to all needs.
The salesman was verybgoidvat giving information and answering my questions withba straight answer
Adam Shelton looked after my purchase extremely well.
Excellent level of service and professionalism from all members of staff
efficient, professional and courteous
Great customer service and the sales representative was very accommodating. Sales rep was Haytham Ibrahim
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.
Knowledgeable and friendly staff
Excellent knowledge of the products and very attentive, courteous service.
The staff were professional and courteous and very efficient in answering any questions and queries
As usual a very good experience with the guys at Thames Ditton
Great team, very informative and personable.
Excellent service from Adam Shelton at Coopers BMW
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.
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.
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.
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)
No complaints at all. Handover was maybe more business like and less theatrical than my previous experience at Audi (car under a sheet, bottle of champagne in the boot & a voucher for a meal for two at a nice restaurant), but no problems encountered
Professional and thorough attention from Adam Basheer and Adam Selton
Great service from bmw, very satisfied
Knowledgeable team looking to help a returning customer.
Everything went very smoothly and I was offered excellent support plus a very good discount.
Knowledgeable, efficient, understood magnitude of decision and gave options
I had excellent service from Jason Hancock. He could not have been more helpful. Equally, the Finance department at Thames Ditton were very attentive. A very pleasant experience.
Haytham was very knowledgeable of what I was asking and I was able to contact him with any questions I had and he was always able to answer them.
very friendly and competent staff
Your sales person was excellent and the service we got was without a doubt exceptional. However the paperwork that we got from BMW stated the Transection persons name who was not contactable in spite of our repeated telephone calls.
adam shelton the sales consultant was excellent in assisting me in all the queries and was most helpful - he did a first class job and was pleased to have finalised the purchase of my BMW X1 - hence giving 5 stars
Happy with the support from Tom through the process
Made to feel welcome and at ease and delt with extremely proffesionally
It was a very smooth transition and I got exactly the car I wanted at a good price.
Haytham was excellent and very helpful.
We were very happy with the whole presentation which explained in detail the operation of the improvments and new systems over the previous model.We would also comment on the attention given by the Servicing department over many years.
Excellent service. Nick Dey and Ian both were very helpful and took the time to match the module of car and contract to my current needs.Nick has excellent product knowledge and gives a professional service indeed as does Ian.
Nick Dey was a pleasure to deal with, was very helpful and smoothed the way through all the paperwork, too!
Made to feel very welcome. No pressure put on me to buy.
The sales team I met were most helpfull; both Adam Shelton and Adam Basheer in considering what I needed from my car. Adam Shelton in particular spent time attempting to explain the additional aspects of the controls for this model to me.
Able to assist us when we asked and answered all our questions.Staff did not rush us
Malcolm Critchley the salesman was at all times extremely helpful , offering what appeared to be very impartial advice. At no time did I feel under pressure to complete the purchase against my wishes.
Overall great service. Transparency on pricing, insurance offered and clearly explained. Occasionally miscommunication but quickly resolved by Tom.