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Everything ok, no issues
the service indicator has not been reset so now showing in RED
They have always been responsive and the team always go a step over and above normal customer service.
I had a problem tyre . BMW ordered the wrong tyre and hence retruned car without replacement . On next day at scheduled time , they informed I hv to wait for 90 minutes for tyre work . I could not , no further dtae was available anytime soon !
Great people (dan) and great service.
Please see above. Service experience at Cooper Thames Ditton appalling - and not just once.
It would have been completely satisfied but your check in process in the morning is not as slick as it might be
I would have given 5 stars normally but had to return due to a small technical problem, this was resolved to my satisfaction and was trouble free.
The staff were very polite and helpful. My car's service was completed within the allocated time slot.
Poor check-in, no communication, patronising attitude and several rookie mistakes.
The service was completed quickly and the car was given a full valet. They actually didn't have the loan car I had asked for but instead booked me a taxi to my destination which they paid for which I was happy with.
You can improve a great deal.
Very smooth "while u wait" service. Comfortable surroundings and friendly, helpful staff.
Dan from servicing in Thames Sutton stayed in contact and couldn't do enough to accommodate our needs during our house move to make things easier for us
Because the service was done in one day and the airbag was checked.
Very prompt and agreed to do the MOT at short notice
car not ready was given pool car over night no fuel in car (20miles) no air intyres (warning lights on
Because I was treated like an inconvenience and they lost my service book which has been completely ignored even though I have left multiple messages to that effect
The experience of the car repair was good (polite, knowledgeable and helpful staff), but I was charged for "diagnostic work" relating to rattles behind the dash that the car had developed. This is a 18 month old car which is under warranty!
were quick to help when no courtesy cars were available when I dropped vehicle off for service (despite being booked). Pushed car through quickly. Had to return on following Saturday because service had not been recorded in car's electronic log book.
The way I was greeted in reception and met by the Valet drivers when I collected the car was impeccable. However, when I dropped the car off, the receptionist broke off in mid-conversation to speak to another customer behind me, and then ignored me.
everything was done as expected; I was contacted when needed and the car was ready when they said it would be - and clean!
I have really been made to feel that despite my disabilities Im as important a customer as any other. That has continued into after sales.
Had to wait over 1 hour to drop off car, there were 2 other people also trying to drop cars off that had waited a similar time.
The work carried out to the car cannot be faulted but it was a recall and the engineers would have known what to do. There is a general feeling of complacency in the Thames ditton showroom. As a customer i feel very little service is given to you !
The car should have taken one day for wheel replacement and took 3 days
They picked up and dropped off car to home, easier for me, although bit difficult to agree.
I went in for routine first service and requested that a number of issues which I understood were covered by the warranty were looked into for possible repair. However only the service was done and no effort was made to assess need for repair
Very good job as above. Not 5 star due to no one or reception on arrival to pick up which lead to a longer wait to see service advisor.
Problem started when I arrive to collect car it had not arrive back after 20 mins so was told not happy with the cleaning result so when it eventually arrive I could have done better with my hands behind my back, it was rubbish.
No problems with Marc Turley who served me. He was operating under the difficult circumstances.After picking up my car, I found that one of the alloys had been damaged. On return to Thames Ditton it took an age for someone to verify the damage.
The problem with the nearside rear window was fixed perfectly. However, the three pre-delivery pockmarks on the roof , which were to be fixed when the car was next in for service, could not be repaired as the technician "does not work here any more".
See previous answer
the arrangements were efficient, the loan car was available on time and the service and valet carried out well, only problem was service light indicator was not reset, but this was done very quickly whilst i when i dropped the car back in a week late
again, as mentioned previous text box - easy straight foward, dealing with experienced BMW staff
Good service but not a quick service
I was unsure when I dropped it off if everything would be completed on the vehicle. I felt like I had just walked in for the service rather than booked it in a month before. one thing was not done although he said it was.
I was made to wait for quite a while to be seen when picking up my car, Other members of staff spoke to the service manager whilst I was sat there. I explained that I needed to leave quickly to pick my fiancée up but this didn't seem to affect it.
This time around was better than before. However, there was absolutely no chance of collection and redelivery of the car. Contrast this with Porsche who always provide a courtesy collection and redelivery service at short notice for my other car.
Although they were unable on the day to fit new tyres alternative arrangements were made and the car was ready the next day.
The staff who dealt with me were friendly, very helpful and did everything to make my drop off and pick up very pleasant.
BMW claim that warranty repairs will be handled Quickly and Efficiently. My experience was amateurish, pedestrian and lacking transparency bordering on the dishonest. Subsequent failure after 25 miles suggests that incompetent may also need adding.
Car was delivered back to home in pristine condition.
Normally, I am completely satisfied. On this occasion the keys and paperwork managed to get separated and delayed the process, which was fast track. Furthermore, another car had been parked behind my car and to have it removed meant more delay.
As above, the overall experience was very straight forwards and I had no complications.
Taken to station after early drop, good communication through the day.
Very poor service. Claiming service items where complete when they werent, lack of documentation, difficult to get through to people.
I had a health check earlier this year which noted that two tyres needed changing. So I booked to do this at same time as my MOT on 27 September 14:30.On that date BMW had not organised this and didn't do it! So had to make a 2nd appt! - poor !
Exceptional service from all point of contact.
Staff were friendly, open and extremely helpful.
Always on time, car well cleaned and issued explained
The car was clean and tidy and the service was first class
Time was an issue.
Truly appalling service last Thursday morning at Cooper Thames Ditton BMW.
Staff very helpful. Clearly made a concerted effort to deal with me quickly.Only feedback was that my seat, steering wheel and all three mirrors had been adjusted which seemed somewhat unnecessary.
Although the MOT took longer than expected, Adam Shelton continuously provided me with updates even though it wasn't his job
Actually I was more than somewhat dissatisfied. I eventually got my issues resolved but they were issues that should never have arisen in the first place. If you want more details contact me again.
Not as good as usual. Had to do a lot of phoning in to try and find out the status of the car. Was concerned about some of the answers given - wear pattern on tyres , extended warranties.
Whenever I go there I have to wait (often 10 minutes or more) to be seen by one of the service agents - and the same at collection time
Ashley worked hard for us but its clear that the service department doesnt have enough resources to keep customers up to date. Multiple times Ive called with no answer, or a message taken and no response. Glue residue remains on the car roof.
Ashley was extremely helpful and informative about the process and what needed doing to the car.
They're always really helpful and make me feel valued, even though my car is quite old now.
Generally good service, but too few service agents were available at 8:30 for the people waiting, and no offer made of transfer to Surbiton station.
Everyone did their very best to sort the problem as quickly as possible
Same answer as above.Quite unbelievable that such awful service is allowed to be given to owners of premium brand cars.
Friendly helpful staff comfortable surroundings
Cooper were very good, and the service technician I dealt with was excellent.
The individuals were polite enough, clearly the problem is in procedures.
Does even know if my car had run flat tyres gave me incorrect info which cost me 186 pounds
As mentioned above
All explained above
Other than the issue above all good.
Because nothing is ever perfect
For the same reasons as above.
The service is not good. they don't answer the phone all the time. last time we gave the car in to fix they used the car for their own use and drove it 24 miles. Also they scratched the car on something. they than had to keep the car for 9 days .
Ddame as above
Took just a little longer than I was told but every effort was made to get the car back to me on the day promised
Excellent service from Ashley Duncan when I visited. However, some confusion over time frame during which car may be presented for "inclusive" service. This was not the fault of Ashley, but the person I spoke to when booking the appointment.
I called into your service department to book the Service which from the vehicle said it was due in September.However because of a hospital appointment I needed to change the date. When I phoned nobody could find the booking and I booked another date
Had to arrange own transport to and from Thames Ditton.
Good communication, met expectations from beginning to end of process.
I would describe my last service as a bare minimum....Without fail CTD is my default dealership for service and repair. This last service although it was a first service felt a bit thin. No software update, the key didn't mention it, the car did.
My car went in for a basic service & wheel alignment on 4 September. The alignment machine needed repairs & I did not get the car back until Friday 8th 18.50. From Wednesday to Friday each time I called a message was taken & no one called me back
No issues - notified that work complete late morning
They do the work but for example haven't reset the car to show it no longer requires a service in August. I would take it back to reset but I suspect it would take all day.The last time the car was serviced it took almost an hour to drop the car off
Keeping us up to date with work is not great, has been in the past.
The offer of a free service came as a surprise; it was welcome; it was carried out at a time convenient to me; and I received no bad news from it.
I requested the damage on the near side rear arch to be fixed. No evidence to suggest it was. No valet service for the sake of a quick return to the customer.
Everything done as promised with explanations and politeness
I always wait too long for my car. I was told by phone I would get an explanation of the problem but none was forthcoming.
There wasn't any aspect of the service that I felt was incomplete or inefficient.
I was not told what the ultimate problem was with my car. It was held for nearly two weeks and I had to chase constantly to get an update.
When I dropped the car off I wasn't told who was dealing with my car, who I was to contact if I had a query or when the car was likely to be ready to pick up. I then had to call 3 times to find out if it was ready as my query was not ignored.
Our car has more problems now than when it went in to BMW for a service. BMW have failed to come back to us despite a number of calls by us.
very unsatisfactory service , I deliver my car to the garage for routine service only to find out they cannot complete the task in the same day and I have to visit the garage gain two weeks later , the have not clean the interior of the car either a
Overpriced aftercare. Delays in performing simple servicing tasks (1 and a half days to change rear brake pads).
Generally, it was a good experience, but reaching them on the phone was difficult. There are 5 options to choose from and the fifth just ran out. I then chose the "wrong" option and got through to a person (centrally) who got Ashley to call me back
I informed that i would be there first thing. i booked a courtesy car a long way in advance, essential to my job) I arrived and the chap siad there were no courtasy cars. This is unacceptable. I was 20 Mins late for my first job. This is the seco
Booked while you wait MOT appointment had email confirmation arrived to be told I had no appointment booked! Was told it was not a problem but ended up waiting just over two hours which made me very late back to work.
eventually a driver took me home after 3.5 hours. The car wasn't ready until the next day and BMW said they will drop it to my house and post the keys. The car never arrived and I had to wait yet another day! 3 days without a car and no feedback
The car wasn't washed and vacuumed after you serviced it, I thought it would be. I think £240 for a very basic service is expensive.
I'd be happy to talk to someone about the experience but I found them unprofessional, and am still waiting for my correct MOT certificate!
Car seems to be running quieter and advice on tyre depth usefule
Wasn't kept up to date at all points but apology at the end and money deducted
I waited a long time to pick up the car. The whole drop off experience was very impersonal.
Could not do enough for me.
Booked in in advance but missing from the day's work plan. Left in reception for more than 30 minutes with no feedback until I chased it. Once in process good job done. MOT was double market rate but was price matched.
As far as I'm aware all was carried out satisfactorily - but see below.
See above. It's the staff and their attitude that is key
Cooper TD are friendly and efficient.
I would have been completely satisfied had I not had to wait for three weeks for an appointment.
Unfortunately, on this occasion, having settled a hefty invoice, the underlying problem was not rectified...and I have had to take the car back for further work, having broken down on holiday!
They supposed to look at my passenger mirror. The service agent then used some poor excuse that it was fixed. I immediately checked and the problem was there. They promised to call me back last week but no one bothered.
The day of the service went according to plan. Phone call the day before, car collected and returned and no problems.
The service itself is very good however I got the car back for the second time with the same fault not fixed
BMW did an unnecessary fix without the customer consent so that it cost 164 pound as a result. I found that it was not fixed yet and re-asked a technician to fix i t again.Please let me know how can I send more detail information about the issue
No messing about plus a clean car on collection.
I am very satisfied with the work done and the advice given by the service representative. However the wait to be seen by a service representative was excessive. 20 minutes to drop the car off mid-afternoon. Even longer to pay the bill for an MOT
Very good, no problems during the process and kept fully informed.
Good and friendly service. Good standard of care. Delivery was slightly delayed from stated date.
Both salesmen were good and responsive .
Received a phone message 1hour before going to collect my new vehicle, to say it hadn't arrived yet! When I rang BMW UK customer service consultant told there was nothing BMW could do and that delivery dates were only "estimates". Cont. Below
Professional service and I was regularly updated on delivery etc
Professional and attentive staff delivering great service
All was excellent apart from the fact that I paid the July 2017 price which included folding mirrors as standard, and I was charged £190 for these! I have, so far, been unable to get the refund of £190.
Was welcomed and treated with greatest proffesionalsim
The sales guys i dealt with (Malcolm)was very helpful. Buying a car is an expensive process and can be quite daunting especially when your knowledge isn't very good. The salesman was very good from start to finish.
Sales guys was 20 min late. He was too familiar. No welcome, sorry I am late, no handshake. I think his words were youre alright? Car has mud on the side and inside the door. Set up and explanations on functionality was good but very fast .
Steven was fantastic and really helpful . Car was delivered as promised I was kept informed at all stages.
I received a great deal
Sales staff fantastic
The salesman Adam Shelton was extremely helpful.
Again very poor service from the one member of staff, but then solved by the above named.
Competent helpful service
I tried to change specifications but was told I was too late. They should have told me more about deadlines
Excellent staff in salesIna Nieuwstadt and Jake Anderson
Adam Shelton, the Cooper Thames Ditton salesman who took my order, was really helpful all the way through, as were his colleagues Carlos Aguiar and Adam Bashir, eg I was kept informed of delivery progress and he sorted the number plate retention.