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Efficient, focused, courteous and timely
I took my car in for a few issues which weren't resolved. I've now had to book the car in for a 2nd time. I feel I was fobbed off with my concerns with the key slipping out. Apparently this happens to all M135i keys which I find unbelievable!
Firstly I wasn't met to check my car in. I was asked to just drop my keys. Nobody called me as promised to confirm the check in. Asked for car to be ready by 4 and by 4:15 Nobody called to confirm collection so I had to. A very poor experience.
The service process from arrival to collection could not be faulted - unfortunately, the problem I had returned the next day so will need another visit which has brought the marks down.
My car was returned with a fault that it did not have when it was left for a service. A promised wash and vacuum was not done, for a second time after a service. The seating position was not reset. Scratches appeared on leather steering wheel.
I feared a much bigger bill!
As above. Manager was unable to provide any assistance since member of staff dealing with the booking was on holiday.
The people themselves, I.e. The drivers and the person looking after the appointment were good but the overall experience has tainted my opinion.
Not took far to long and car was not washed . Apologies made at time with promise of full valet on next visit !!!
The service and MOT experience was good and a lift into Kingston was provided after leaving my car. Part of this included a car wash which was cursory and I had to really look to see if it had been done at all so that element was disappointing.
It took 40mins to collect my car after the service had been completed. There was no urgency. I have since discovered that the service history has not been updated in the car. This is the second time this has happened now. It is unacceptable.
Fault found and car repaired on the day
Good service, I was kept informed through the process and the car was returned as promised.
no problems .polite friendly service
FIRST isofix visit: assured by customer service Sandra that it was done (later found out it wasnt)SECOND isofix visit: we are not doing isofix todayTHIRD isofix visit: scheduled for 14 July (3 months of isofix saga)
Still waiting for the rest of the work to be carried out.
Again , Terry Bird kept us in touch with everything that happened.Excellent communication.
I was promised an email of the details as I didn't get a receipt on the day. I have received nothing since and you clearly have me email address because you sent this survey.
Picked Car up from home & called me to say it is on its way back.Full check up was done satsfactorily.
Friendly efficient staff. The car was ready for collection at precisely the prearranged time.
The customer experience I had was poor - felt as if the service manager was unhelpful in resolving my problem (esp for an expensive car)
Customer service chaotic. Despite making the appointment at least two weeks in advance and Cooper Thames Ditton confirming the appointment by E.Mail, I was not expected on the day and was told the part was not in. See later.
I have never recieved anything but helpfulness and courtesy, what else could one ask?
The visit took a long time and did not clean my car
Job done in quoted time and love the car being washed
My car was returned to me with scratch on it. I immediately reported this to BMW and was told someone would be in touch. This still hasn't happened.
Once again the car was kept for a ridiculous length of time and communication was very poor
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.
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)
Terry my service manager I found rude and not very helpful. A very different experience from my previous one at Mercedes.
All my queries were answered and any required support offered for the timely swap of my car to enter into a new lease contract
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.
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.
Everything was carried out as planned and the car was cleaned. I waited two hours which was not to bad.
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.
The experience was poor in all areas. I would be happy to give feedback in detail by phone.
Efficient, friendly, excellent 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.
Communication was very poor and I had to repeatedly chase for an update on the vehicle.
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!!!!!!!!
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.
Not particularly happy with the customer service I received while my car was in for issues with my brakes.
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.
Fantastic service completed ahead of predicted time.
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
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!
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.
The check in and service was not as good as usual
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
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
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!!!!
Car was serviced early, but promised cleaning and valet was not carried out
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.
It was done on time, lift to station in morning. Car clean and job done when I picked up
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.
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
A number of reasons, probably better explainable if you called me directly on 07824516659
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.
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
Excellent help and advice from Jake
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.
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.
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 !!!!!
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.
Fine except for oil-stained driver's floor mat.Returned it to Coopers who had it cleaned.
Did'nt complete serrvice properly? Did'nt reset service light. No apology, incompetent. Calls not returned as requested. Standard Cooper Thames nonsense!
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.
All went well and the service was done on time.
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.
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
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!!
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.
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!
Friendly & efficient
Great customer service and flexibility.
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!
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.
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.
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.
Completed on time
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
The work was carried out to a high standard
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.
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.
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)
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?
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.
Nigel was outstanding, understood our needs and took time to explain everything.
The ordering of the car was very simple, and i knew exactly what model, spec etc I was going to get. The delivery was very simple and the salesman was very detailed in his handover of the vehicle.
I am a fan of BMW Cars
Nick Dey is an amazing sales man! He made sure my daughter who drives for me knew every single detail about the car, he spent an hour with us going through everything, amazing customer service!
Attention to details concerning the cars, with staff giving time and guidance in assisting to select a vehicle. Having opportunities to drive vehicles with no pressure to make decisions immediately, and always being made to feel that you are welcome.
They made me feel a valued customer
I had bad experience with the staff in terms of reliability and promised of compensation to me as a result of delay made by the ignorance of the staff
There was one small hitch at the first meeting but afterwards all staff I met worked hard to ensure customer satisfaction. The showroom had a pleasant atmosphere.
Great staff who are lovely to talk too & able to help with any questions.
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.
Haytham was easy to deal with
Very good test drive followed by clear explanation of the major options available.
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!).
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.
Everything worked well and very helpful sales person Matthew.
Friendly courteous informative service. One couldn't ask for more.