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The centre phoned me to tell me my car was ready for collection. When I arrived at the centre to collect my car, I was told it was not ready and I had to wait around 45 minutes until it was ready.
The job was carried out without issue. Although when booking I was told a much shorter wait time.
I have been going to BMW Thames Ditton for 10 years and in the last 2 the service has dropped. Our Key Fob had stopped working and it took 2 weeks and 6 telephone call to eventually speak to the deputy manager. She was dismissive and uninterested.
Good service. Not a ten because when I went for a quote they didn't mention the price quoted was +vat. Otherwise good
They listened to what I wanted, and did exactly what I asked them to. I also thought the video they provided of the visual inspection was a really good idea.
Booked a service which was fine but asked them to check whether our front offside tyre needed replacing as pressure gauge had gone off. Long story short they changed the wrong tyre, and charged us £370 for the privilege which raises many questions
It was all very easy
A replacement part was needed and we were told that we would be notified when it had arrived from Germany. After some 8 weeks we contacted CTD who discovered that it had not been ordered. There after, however,the part was quickly ordered and fitted.
Twice they didnt have my booking notes and was left for an hour not seen, they called me over and said they can see me the next day when my appointment was for the day I came in
whoever parked the car after service left the seat so far forward it was impossible to get into the car. Also the mirrors had been adjusted - a lot
I was expecting to be told the progress of my service in the course of the day. That didn't happen and when I phoned I kept getting cut off. I was told there was a system fault, which had happened, when I booked the service a couple of weeks before.
User experience at the dealership in the past few occasions have generally fallen short of expectations, although on this last last visit, it has been perfect with the help of Ashley Duncan.
Car was taken in to fix faulty dashboard light - returned with same fault - not fixed!
See above! Lack of communication. Rude staff!!
Really nice people who work there. They make you feel at ease, as soon as you walk in..Well done BMW, keep up the good work.
Loan car stank of cigarettes and was dirty.Service from member of staff was poor and unfriendly
Disorganised, poor quality management incl. damage to my vehicle.
Car booked in quickly and with feedback on what was required,job wise.Was offered a courtesy lift back to the station.
From check in to collection, was kept informed of what was going on.
Overall service experience is never great. I bought my car new and unfortunately it has been in for issues with breaks/servicing a number of times. I don't find the service team very friendly/welcoming and I ALWAYS have to phone at the end of the day
As above and also the work was completed in a timely manner to a high standard. The only thing I would mention is that my car did have a few dirt marks on the seats which I thought would've been cleaned before the car was given back to me.
Things were sorted swiftly.
Due to the above issue
Terry Bird is rude & unhelpful
Excellent service from Terrence Bird.
See above comments
Ashley was very pleasant and helpful, however the car is not fixed and needs to go back in again.
I went to collect the car after its service. I received a call to say the car was ready for collection but still had to wait an hour to collect the car
Very good decent. Good customer service
Very good all round but difficulty in parking on arrival at the site.
Same as the a above
Car valeted and serviced. Cost a little less than expected
My car was collected from my home and returned after a service,however without any paperwork so I really did not know what work had been carried out.So I called Thames Ditton and they told me it was a basic service,but nothing was eneterd in my serv
I was not kept informed of what was happening with my car
I was offered a courtesy car, I was called AT THE TIME of my appointment to ask if I needed it as there were none available - not acceptable. The car that they found for me was filthy. The service guy was stressed and let me know about it.
no problems and cleaned ready
Everything was done efficiently
Issue was dealt with quickly and efficiently.
It was Christmas Eve, the guy on the desk (forgotten his name) was polite, efficient, professional and communicated wellThe car came back clean, and within the timescales they had given me
On time and delivered what you said you would.
Ease of access to the relevant advisors
I've always had a good experience with Thames ditton, but not this time. A 90-minute fast track winter wheel change took over 3 hours with no apology whatsoever and the wheels that came out of storage were filthy (the service describes cleaning them)
The workmanship is great, can't fault that, and the receptionist was really helpful, I just find it inexcusable to be sat in the waiting area for 30 mins without anyone coming to see me from the service department to tell me how long my car would be!
Sressful. My last two service appointments have been dreadful. Turned away from the first one. Second time trying, service history not updated. Told I had nail in rear tyre car. Went to get tyre changed but no nail was found! How can this happen?
The service was very good, but a little more 'matter-of-fact' than my previous experience
Sorted out everything without fuss. Service package so no charge.
The problem I have is that I book about a month in advance and take the car in the day before BUT the car is never ready before just before closing on the day. The cars should be dealt with in order NOT the order you want to deal with them
Quick and responsive customer service.
Generally good, but staff always very busy and there is often a significant waiting time.
Supposed to be a 90 min service. Took 3 hours
As this was the second visit for the same issue, my only concern with BMW is why did it take several days to identify the problem..
booking in was ok but trying to get information as to when it would be ready was altogether different experience.
I had 2 very poor service level from the service team at BMW Cooper Thames Ditton. I found them rude, un-professional and more importantly incompetent.with that said, I must compliment Justin ( driver) Ashley ( body shop) and the reception team.
Well looked after service done while I waited
Flexible on timingCourteous staffSimple and efficient process
The car was in very good condition. ( apart from the service )
The person did not mention what the document was when I was given the paper to sign until I asked. Also did not show me the functions of the loan car since it's slightly different to my car. Just watched me try to figure out myself until I asked.
Because I am delighted with the service and end result.
Everything went according to plan. The car was collected exactly at the arranged time and returned very promptly.
I requested work to be carried out during a service this was not done.The service took 3.5 hours while I waited. The customer waiting area was next to an external door which was used constantly by members of staff with no regard to how cold it was.
Difficult to work whilst waiting, and unfortunately a delay in the work (a standard brake fluid service), despite me arriving 15min early.
Thames Ditton team is always very helpful and polite. Service and MOT was completed in the agreed timeframe. Smooth experience.
Cooper Thames Ditton were slow to return calls and chaos over return of car.Still awaiting battery for key which they agreed to supply!However, the repair to the vehicle was done on time. Small things not good though.
I always feel confident that the car is being kept in optimum condition and service personnel are very helpful with minor queries.
4 stars, although the winter tyres that you swapped onto the car were incorrectly inflated as usual!
The car was serviced but had a problem with the windscreen washers. Although this incurred extra time and expense, the vehicle was ready the following day, with MOT.
Nobody to listen in customer care
See above, the work they did is fine.
I received a sms the night before, explaining that there are no loan cars. I had booked a loan car, as my wife was going to drop off the car and then head off with my 3 year old. I called, and was reassured it was a computer error.
had no problems with booking car in and collection after service
Car in for routine MOT /service. I needed to call to find out when the car would be ready. Also, the car usually has a valet service to a high standard. This one was adequate. When I booked I asked for an e mail confirmation. I did not get this.
Helpful and knowledgeable staff.
A pleasurable experience from start to finish.
Fine except for it taking nearly 15 minutes to actually speak to a service adviser to hand over my keys.
For the reasons i have mentioned above. We were told that the brake fluid was low and needed changing and were charged for it. We were told that the car needed to be recalled because of sediment in the brake fluid - isn't this one of the same thing
Was a bit concerned that when I called to confirm I was told my vehicle was having 2 revallnissues dealt with rather than a service. I hadnt been notified that the recalls were required.
Dealt with my issue very quickly
the problem - which turned out to be a puncture, and need for a replacement tyre - took 3 hours. this was a waiting appointment, which was timed for 90 minutes
Did not reset the service frequency, did not address sqweeky breaks and altered settings of car.
My car was delivered to my home address, leaving me stranded at my office. My complaint has still not been addressed.
Rubbish service, zero. While i was waiting haven't even offered a tea or coffee
job done in time
As above, it was good but could have been better.
No curtesy car available and I did not have a MOT voucher.never mind staff went out of their way to rectify this.Thank you
Car arrived from another dealer with a fault but repairs in 24 hr
Great knowledge and guidance as well as flexibility
It was a complete mess - pls speak to them
Great Customer Service
Staff are knowledgeable and informative and make you feel welcome.
Very efficient and pleasant sale, with very thorough handover of car.
Very good service from the sales team (Andrei and Ian), but score negatively impacted by the fact that almost three weeks after taking delivery, we are still waiting for payment of almost £2000 despite sending a reminder more than a week ago. Poor!
Despite a few mishaps, (not having the SatNav ready upon collection and having to chase for this after the sale) overall I was pleased with the purchase and delivery
Derek made the experience superb, with regular updates on the cars progress and even a preview of when the car had just arrived!
Smooth, fun, had the prestige of the unveiling of a new car - all needs to be a little special. Wife loved it.
Firstly, the Sales staff (Sam Moth & Carlos) were excellent - very knowledgeable and professional throughout.Secondly, really pleased with the car - so far, it's everything I hoped it would be.
I ended up getting the car I wanted on really good finance, but everything seemed to take way too long, especially since the vehicle which was already on-site.
Adam Shelton made the whole experience fantastic from start to finish
No complaints....everyone helpful and friendly at all times