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ABOUT COOPER THAMES DITTON.

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Andy Amiss

Head Of Business

David McHugh

New Car Sales Manager

Adam Basheer

Retail Manager

Carlos Aguier

Retail Manager

Glen Slaughter

New Car Sales Executive

Lawrence Mchaon

Used Car Sales Executive

Matthew Desiderio

Used Car Sales Executive

Neil Hughes

New Car Sales Executive

Scott Alexander

New Car Sales Executive

Robert Hewitt

Product Genius

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

Booked a fast track service, took an hour to check in even though I arrived 3 hours before my slot, was told to collect car at 5pm, didn't leave until gone 6.15. Even though I had a full service carried out they did not reset the service intervals.

Service

Staff on site were friendly, helpful and apologetic, but it was very difficult getting hold of anyone by phone to find out if my car was ready.

Service

It took me approx 1 hour 45 minutes to retrieve / collect my car;30 minutes spent just waiting to be seen by a service advisor and staff members couldn't find the car keys that was in the way, blocking my car in the carpark.

Service

Rubbish. No Customer Care, you leave them in the dark when it is not our problem but yours that your machine does not work. Absolutely disgusted with the lack of Custer Service and that the fact I had no car for nearly 48 hours and this has cost me

Service

À break warning light les me to book a service. Some break fluid was provided but the car was returned with the warning light still on after 4 days and absolutely no way to talk to anyone in service

Service

completed on time while I waited but problem with getting away from car park

Service

Trying to get to a person who actually had the information required was a big problem Both times my curtesy car was cancelled at the last minute causing me a great deal of inconvenience

Service

Brilliant team

Service

Above reasons. Not a 1 because Berrys Chiswick was even worse last year!@

Service

It took about 3 weeks to check warning oil light, I called after 10 days and they had not even looked at the car yet. I also raised a couple of other issues to the main service center and CTD but they were not taken care of.

Service

Quite simply the concept of customer service seems entirely alien to anybody there. We seem to be an inconvenience.

Service

Parking problems in AND out. MOT system was down. However these not the staff's fault. The MOT was outsourced and the service was completed. Thanks especially to Joe in service and Ashley in reception. Very well done chaps for engineering things!

Service

last year we had the car picked up for the service. No communication on timing and the car simply was not returned when promised and kept overnight without explanation or notice. this year we delivered the car, again timings not kept

Service

No parking had to just abandon car in the car park Had a booked while you appointment for oil service, greater by the receptionist to be told could be two hours as they were busy.

Service

My car was in for it's first MOT and end of warranty check. The MOT passed but I was not given any report on my car so I don't know if any end of warranty check was carried out.

Service

Satisfied with the service process at Thames Ditton BMW

Service

See above

Service

As mentions in previous question

Service

Quite easily the worst service experience I have encountered. Complete lack of engagement on where my car was at delivery time. Delivered around 1pm the following day with no explanation for delays and no responses to numerous calls.

Service

My last service was a Fast Lane appointment booked in advance found me having no booking I guess as I was not in the system even tough I came in branch and they confirmed 1 week before On the day I had to stay 3 hours for Fast Lane!!!!

Service

Done in good time

Service

I love the cars and have bought BMW as my past 3 vechicles. The customer service / care however is just awful. After buying my recent bmw out right I was hit with struggle after struggle to try and put a few small problems right. I wasted time and mo

Service

Chaos getting parked. Not enough spaces. Pain trying to get through on the phone

Service

poor service

Service

Thames Ditton branch is worst. My car was booked in for Tue and was not looked until Fri. No one picked up calls in the service line. Even if they pick they do not pass on the message or action is not followed through. Would never go even close to it

Service

Not very. - initial service cancelled - car got dropped back at 830pm and that was after I insisted I wanted it back - car still dirty even though it had been valeted - phone charger missing Called to complain, still not heard anything.

Service

Because the work was done and questions answers in time quoted

Service

It was just to replace a wing mirror but the car was kept for two weeks. Telephone communication was impossible and I went in 3 times to ask what was going on. There was no communication between departments so the job was "lost". A very poor service.

Service

Please see above. I have used Cooper Thames Ditton in the past many times and never experienced this; it has been much better in the past. Has there been a change of management?

Service

Promises not kept and despite calls and texts I felt ignored until the threat of returning the vehicle.

Service

My service was done in February 2019 ans still technicians did not updated board computer with new data.

Service

Lack of communication. No one returned phone messages. Had to contact Service manager to get response.

Service

carried out to an agreed time and returned clean & fresh

Service

I was delt with by sandra, she was very pleasent and professional. Keept me up to date

Service

Easy to book service. All went as planned.

Service

Booked well in advance so I could have a loan car while my car was with you. I was told an the time of booking that absolutely I will have a car for that day, then receive a voice mail on the night before day of service saying " no car sorry"

Service

Had to rearrange for further follow up appointments which kept getting canceled the CTD.

Service

I took the car in for MOT in Nov - I drove home & an engine warning light came on the display, it took me 3 wks to get my car booked in again to rectify this new problem. Even when cust service emailed the managers, still no one rang me bk for 2 wks

Service

You allowed my car to fail an MOT despite knowing the rear tyres were defective. You then quoted me £950 for 2 rear tyres that I managed to purchase for £390 from Kwik Fit. You then blamed your supplier for the excessive cost. Price fixing maybe?

Service

See comments above - poor levels of service and no follow-up to apologise or offer to make amends afterwards, even though all of the points had been posted in feedback immediately after the event and the feedback was acknowledged.

Service

I found the booking system very impersonal i couldn't leave any details about the car pick up i had to drive the the branch to confirm the appointment and where the keys would be, i had other issues as well

Service

As I have just explained very poor communication but the staff were trying to do there best it was just manic with the number of cars and customers they had to deal with.

Service

You emailed me regarding changing my brakes (only have 400miles left). I don't know why you didn't phone and ask if wanted them changed as part of the service. I called, but no one phoned back. Now I have to rebook 4 weeks later! Very frustrating.

Service

Problem with car not resolved and i had to take it back. It was agreed that car would go in for a few days for investigation and service rep would contact me to arrange. Four weeks and a number of emails later I still haven't heard from them.

Service

The first booking made failed to turn up to collect my car. There was no communication to me about this at any time during that day. My lease company Lex Autolease we're unable to contact the garage after trying for a full 20mins! Had to book again!

Service

Undertook to complete service on the day booked despite number of cars booked in.

Service

Promised a courtesy car and then cancelled on the day

Service

Same reasons as above - happy to discuss if you require further information Or will this be like the service at the dealership - ask but don't really want to know?

Service

No communication. Didn't return my car, had to call the police.

Service

As above

Service

disgraceful service is a complement for this dealer. I tried 6 times to contact the service department but no answer. Was charged 100 pounds more than quoted online for the same service, no contact from service manager to discuss despite email & call

Service

Did not meet expectations on the day for time taken. On a positive the reception staff were very friendly and welcoming and all staff in the show room were very engaged and friendly with my son. Also nice to see the video clip of the car being servic

Service

Fastlane service & price confirmed by email. Dealer tried to postpone it by a month. Was told Fastlane not possible, but would be done that day. Car not ready until next day & tried to charge me over £100 more than quote.

Service

On the day I put my car in there were 60 cars waiting for collection - Ashley the service manager helped - very impressed - On collection at 1430 on a Friday afternoon - The process took 45 minutes and I was late for a meetin

Service

Positive surprise that recall issue was completed at the same time

Service

1.firstly, my booking was not in the front desk list 2.they just sent me a video link showing that they are working on it but no further communication 3.when went there the day after to pick my car up, there was confusion on where the car is

Service

Still waiting for second key! (5 months)

Service

On arrival at 8.40am I found the car park full and a BMW driver parked my car for me. I then joined a queue at reception for 15minuites to register my car. I was asked to sit and wait, I did for 20minuites to register the car. A taxi was then called.

Service

They make drama out of leaving a car and a key

Service

Poor customer service, next to impossible to reach the service department over the phone in order to get updates.

Service

I was abandoned waiting and then (after 3 hours) informed the car was ready and was going to be taken outside for me to collect...I went there and I had to wait 20 more minutes for the car to arrive.

Service

Whilst I was extremely dissatisfied with the customer service, I am happy with the work undertaken to my car, otherwise the score would've been the lowest possible. It's a shame this is the only local BMW servicing centre that is close to me.

Service

The service we received was really bad. Sent my car for major servicing and MOT and they still havent replaced the rear side light and havent even noticed. Will not be using cooper thames ditton again. Very poor management

Service

Total shambles. 45 minutes past appointment time before seen. One hour and 30 minutes kept waiting at pick up. Suits just walk around ignoring clearly aggravated customers. Service personnel are either overwhelmed or don't care.

Service

Only problem was the long delay in getting my car delivered back to me after completing payment/paperwork. It took about 30 minutes as it was parked behind 3 other cars which had to be moved first. Otherwise everything was fine.

Service

Book car for 90 min service at 8. 12:15 it's ready. No apology

Service

Very helpful staff. Did not have to wait long and was very happy to receive a copy of the inspection video.

Service

Damage to car from the Service Centre on two occasions now. No apology. No phone call response to complaint. No response after escalation by Inchcape. Friends who also have BMWs have had poor experiences... we will all look elsewhere for servicing.

Service

Dreadful customer service, no detail of what was done during the service and I could question whether the service was actually carried out. Car was due back the same day that it was collected, was never returned and NO call.

Service

I am happy to have my car serviced at Cooper Thames Ditton, the staff there are always courteous friendly and helpful. The reason for a lower star rating is because access to the premises is often compromised due to lack of space.

Service

car was delivered back a day late , poor / no communication

Service

Car park was totally disorganised.

Service

Having to leave work to get there by 5.30 to pick up my car is ridiculous. And then it turned out they had lost the key to my car. But only told me after making me wait an hour. The follow up to get me replacement has been lamentable.

Service

Absolute professionals, well mannered, integrity...

Service

Car was booked in for 8:15am for a 1.5 hour slot, I should have been handed back my car at 9:45am, I didnt actually get my car back until 11:45am. I had to sit and wait for 2 hours and rearrange plans

Service

No problems

Service

Free visual service inspection and car wash and taxi to station Strange experience though : The service identified a requirement for a repair yet nothing was said on returning keys. I had to ask and establish next steps unaided...unlike BMW values

Service

service appalling - complaint email sent, no response.

Service

No comunicaron, the couple of times they called they tried to sell things I did not need. My car was left in a total mess, everything thrown everywhere. When I was told my car was ready it took over an hour to get my invoice. 4 days to change a tire

Service

I am satisfied with the service done on my car and the cleaning was done to a good standard too. I like that they record and send the customer a video of the service check.

Service

The car was picked up at 11:00 supposedly to be returned same day. It was eventually returned the next day at 16:00. 29 hours is too long.

Service

no one even confirmed receipt of my car for 3 days it took a week to repair a faulty seatbelt service reception is full of unhappy and complaining customers I waited 2 hours to receive my car, which was dirty and smelled of cigarettes

Service

Husband took my car in for a service & he was turned away as they was too busy. Even though he had booked this online & took half a day annual leave. I was then forced to bring the car in with my 4 month old baby & they kept me waiting for 4.5 hours!

Service

Everything was done as explained and on time

Service

Poor service throughout 3 days you had my car. Absolutely impossible to get through to you on the phone. Totally frustrating. Got through to sales eventually and was put on hold for over 30 minutes whilst he walked over to service team!

Service

Terrible customer service - issue still ongoing

Service

Not enough room for detail. Appalling communication. Had the car in for 9 days for a minor service and MOT. 9 calls from me in two days before anyone got back to me. Jen and Body shop mgr were good at trying to fix things but colleagues were v poor!

Service

Very dissatisfied when at the centre but I spoke to sales manager afterwards on the phone.

Service

Because I was very satisfied!

Service

Most importantly I've been overcharged by £150 (my warranty excess is £100 & they charged £250) & at writing I still haven't been refunded by Coopers despite being assured last week the refund was being put through. Contact by phone is impossible.

Service

The service consultants even did not know what has been done on my car. They did not perform the recall and the issue that should have been covered by the warranty. Even they promised to call back over three separate calls I did not receive any

Service

Had to wait longer than I was told

Service

On arrival, there was no parking place. I cannot fault the service, MOT or the telephone call informing me that the car was ready. I arrived to collect the car at 3.05pm ish. An hour later I was still waiting! Newspapers no longer provided.

Service

I waited 3 hours for a service and only whwn I complained to a manager, was I dealt with.

Service

Very poor service. Booked courtesy car and took the day off only to be told no car available. Car was returned filthy!

Service

It took me from approx. 09.30 to 11.40 on a Saturday morning to raise someone to give me an answer as to when my car would be ready

Service

Have been going to them for years and have had good service from them

Service

Work completed on time with no fuss or complications

Service

when finally getting a tyre, they then realised there tyre machine wasnt working and had to get quickfit in

Service

The service was completed satisfactorily. May concern was the time it took. It was stated that it would take 90 mins and it could be done whilst i waited. It was booked was in for 8.45am I left at 11.15am . I feel this was misleading

Service

You recommended the replacement of the brake pads in the video but I was not approached with a quote for the cost. I did pick up the video and agreed the work. However, the car could have been returned to me with the work outstanding

Service

Waited nearly an hour when collecting my car, and when I got it home, I saw damage on the front bumper. Car wasn't washed.

Service

Same as previous answer text. This is a terrible dealer for customer service. They have no idea what customer services even means. Unacceptable and makes me want to change my car to another make.

Service

Staff are nice when speaking to them, but it always seems to take ages to get admin done. Someone greets you, dissapears off to get a colleague to help, eventually someone reappears, disappears...

Service

I was informed that the car was ready to collect, but when I arrived at the dealership an hour later I was kept waiting for an hour and 10 minutes.

Service

The whole experience left me feeling like I had to chase Scott, even for the initial quote as my details were lost. The only time I was phoned was when someone wanted some money.

Sales

Excellent no problems. Car was delivered within anticipated delivery date.

Sales

Adam Basheer provides 1st class service, a true ambassador for BMW. Very knowledgable and makes the whole process so easy.

Sales

Felt the team under David Mchugh looked after me and made sure it was a good experience.

Sales

The car is good and the sales personnel is okay, but the financial service is terrible and badly managed. No consistency and lack of communication between service centre and BMW financial service.

Sales

We are very grateful to Scott for helping us choose the model & specification that was right for us. Given our ages & the fact we had not changed cars for 24 years that was no easy task!

Sales

Andrei, Adam and Carlos went above and beyond to make sure I was given the best experience.

Sales

Able to accommodate our requests without issue

Sales

In short Neil Barnes, no hard sell it's like buying from a friend.