Cooper Thames Ditton Star Rating
Sales
18 comments from 55 reviews
Service
83 comments from 204 reviews
What does our rating mean?
Our Dealership star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the last 90 days of new car sales and Aftersales service transactions, where the customer has subsequently elected to complete a customer satisfaction survey online.
You will also see below customer comments, which are unedited and are as submitted as part of the online survey process.
Click here for more information.
Customer Comments
Sales
Click here for sales overview page.
Service
"This was only a routine service completely satisfied with everything."
"When car delivered wife given lift home about 3 miles also offered to return car which was accepted. Wife impressed when on arrival a rep opened the dorr and said good morning Mrs Dutton"
"The dealer have not provided me with any documentation and the service book was not stamped, The dealership was also trying to sell me some replacement tyres at over 400.00 over the market price."
"when i returned to pick up the vehicle i was given a servicesatisfaction form before i had even seen the vehicle or spoken to the service advisor. i felt this a bit premature."
"Rattle from the screen that wasent there before service..."
"Really good at washing the car."
"generally good"
"The staff very to me."
"The service quality was fine, the customer service and the attitude was not so good."
"Very professional at all stages"
"Excellent as ususal"
"they were very help and did very well."
"My only complaint was the 'service required' indicator was not cancelled, I had to return to the dealership to reset. This was not the first time, it is very annoying and unsatisfactory."
"very coutious and professional"
"Good service some miscommunication on work to be done but otherwise fine and the fasttrack service was useful. So from a service perspective fine just the 812 cost was inodinately expensive."
"This time not went missing from my glove compartment"
"Very satisfied with the dealership and made to feel very welcome"
"Took too long"
"Coopers, TD are fine"
"Very helpful."
"Preferred to have known the costs of the work carried out beforehand."
"The only negative that the customer has is that the dealership did not offer to drop off customer or pick them up."
"Initially, I was happy with service, and even though I felt overcharged, I wanted the car back to a working state. Was very unhappy to receive the car back with broken parts and wrong software...none of this went noticed before it left the dealer"
"Brilliant reception, meet greet, and first class customer treatment. Vehicle returned washed, cleaned, vacuumed, BUT grease footprints on both front carpets Such a pity that someone's thoughtlessness should spoil a perfect service experience."
"I was totally satisified with the service I got."
"i was completely happy"
"Kept informed, meet and greeted at the door was nice."
"Very professional."
"Asked about cost to repair alloys, still waiting. More importantly the car is still not running smoothly."
"JASON DEALT WITH MY CAR IN SERVICE AND REALLY LOOKED AFTER ME AND THE CAR. EXCELLENT PROFESSIONAL ATTITUDE,HELPFUL."
"The customer facing staff really need to cheer up, they are fair too serious."
"As always it was a very good experience, everything was explained to me throughout."
"Fixed th problem on the spot."
"totally happy with the service."
"I think the diagnostic procedure is not value for money."
"Helpful the dealer showed me the puncture in the workshop."
"Very happy with the service received, would not hesitate returning to the dealership."
"I have used this dealer for 3 different matters. Their service team and sales are quite exceptional."
"Easy to deal with. Provided options when asked about ways to fix something"
"All round good experience and car running very well post service."
"I would have liked the bill to be lower."
"Original booking was confused and didn't not immediately confirm booking. Winter car check took all day as equipment not working but staff v apologetic."
"Very welcoming and efficient"
"Sharin in service is excellent."
"I was not given the information that the brakes would need replacing in 2,600 miles. I was given the incorrect information about it not be reset and made a needless trip to the dealership."
"Everything was fine"
"Done quickly, and very straight forward."
"It took longer then qouted"
"very efficient service"
"The service advisor was very helpful."
"I was told the service would take a day or two, it actually took 5. I drive an automatic x3 and was given a manual 2 door Mini Cooper I have a family of 4 a dog, how are we supposed to fit in that What if my wife doesn't know how to drive a manual"
"the customer service which i received was excellent nothing was too much trouble"
"the staff don't call back, are rude, don't give enough information, the repaired parts don't function properly, the replacement car is never the same as my X5"
"Took car in to have bike rack fitted. Estimate was 3 to 4 hours work it took nearly 10. And I'm still not sure it's been done correctly."
"When returning the old part to the dealer nobody was available to issue the refund."
"Disorganised. Impossible to get feedback by phone. Was called by phone to be told my car was ready when I was already in the dealership."
"Efficient service, appreciated the station drop off"
"Good service."
"Excellent"
"Excellent service."
"Handled professionally, would have been more convenient if it could be picked up later as was working."
"Due to not been able to get in contact with them, Very friendly and helpful once you get through to them."
"I do not think it can be improved on."
"Polite, professional and pro active"
"Cannot fault them."
"this is the best service i have ever had from this dealership as the others have been a bit of a night mare."
"The staff are very attentive and thoughtful. Very good service."
"always very professional and polite nothing too much trouble."
"Picked my BMW from Cooper Thames Ditton and noticed a dent in the vehicle. I went back but was told It was not us . I have written to the dealer principal but have not even got a reply. What a poor service from BMW"
"Very Friendly and Helpful"
"I booked the appointment in advance when I arrived I was asked to sit down and left for 20 minutes until somebody came to see me. When I enquired I was told to sit back down and someone would come and see me. There was no record of the appointment."
"As always,very professional service attentive staff.cannot speak too highly of them."
"they were ok and they forgot about me and I had to wait 1 hour for a lift."
"Getting through to the service department by phone is a bit of a nightmare. Gave up three times before I eventually got someone to get them to phone me back. But other than that service is good."
"the service department does not answer the phone"
"staff are usually polite and make you comfortable . the technical advisorSHERIN is a very hard working individual . he will go the extra mile to get the work done."
"I really appreciated having the car returned to me cleaned and shiny."
"Excellent"
"took my vehicle to dealership at 4pm and was still sat at reception at 5 15 waiting to be seen.the cab i booked was told by someone at dealership that i was not there."
"M appt was at 10:30 and I was still there at 1:00, I asked for a couple of things to be done and they hadn't been done."
"The service received from the dealership was better than normal."
"Very helpfull"
"Very good experience at the dealership overall."
1 Series 3-Door (2012)
116d ED 3-door (2012)
1 Series 5-Door
1 Series Convertible
1 Series Coupé
116d ED 5-door (2012)
1 Series M135i (2012)
3 Series Saloon (2012)
The BMW 320d ED
3 Series Touring (2012)
3 Series Coupé
3 Series Convertible
3 Series Gran Turismo
4 Series Coupé
5 Series Saloon
5 Series Touring
5 Series Gran Turismo
5 Series Saloon (2013)
5 Series Touring (2013)
5 Series Gran Turismo (2013)
6 Series Coupé (2011)
6 Series Convertible
6 Series Gran Coupé (2012)
7 Series Saloon
X1 (2012)
X1 sDrive20d ED (2012)
X3
X5
X5 M50d (2012)
X5 (2013)
X6 (2012)
X6 M50d (2012)
Z4 (2013)
M3 Coupé
M5 Saloon (2013)
M3 Convertible
M5 (2011)
M6 Coupé
M6 Convertible
M6 Gran Coupé (2013)
X5 M (2012)
X6 M (2012)
M Experience
ActiveHybrid 3
ActiveHybrid 5
ActiveHybrid 5 (2013)
ActiveHybrid 7
"The experience of buying a car was unrushed but informative. Nothing was too much trouble for our salesman to find out for us."
"Our personal dealer was superb. We also praise the staff generally who appeared to show interest in us as customers quite a rare experience."
"This is the second BMW sold to us by Carlos Aguiar and we are extremely impressed by his continued excellent level of customer service. We have nothing but positive comments about our experience with Cooper Thames Ditton."
"Really pleased the salesman Neil was very helpful and I'm very pleased with my new 1 series"
"This is the 3rd vehicle we have purchased for Coopers and specifically from Malcolm Critchley... we have him to be impeccable and responsive, with no hard sell and good understanding of our requirements"
"Well assisted all the way through from the first day."
"The dealership provided an excellent service from first enquiry about a new car to delivery of the chosen model."
"A faultless experience from new sales to after sales"
"I was pleased with the level of customer service I received. The staff were able to provide exactly what I wanted. Showroom was clean, efficient and very professional."
Cooper Thames Ditton Dealer Principal response
"Thank you for taking the time to feedback you experience with us. Its great to know that the team in the showrooms looked after your every need. We strive to provide every customer with the same level of service and your thoughts are very welcome. Your comments about our new showrooms are appreciated."
"very friendly, very attentive, very infomrative and very helpful"
Cooper Thames Ditton Dealer Principal response
"Thank you for taking the time to feedback your comments to us here at Cooper Thames Ditton. We are very pleased to hear that Haytham gave you a 5 star service and your praise has been passed onto him. We hope to continue providing you with the same level of service."
"Very helpful salesman, top class"
Cooper Thames Ditton Dealer Principal response
"Thank you for taking the time to feedback your thoughts to us. We are delighted that Carlos provided you with a top class service and your comments have been passed onto him. I hope that we can continue to provide you with the same level of service in the future."
"Having had a car stolen whilst on holiday and having a heavily pregnant wife we needed to sort out a new vehicle before our insurance loan needed to be returned. Haytham worked hard to accommodate my specific requirements and source a vehicle on time"
Cooper Thames Ditton Dealer Principal response
"Thank you so much for your detailed account on your experience with us. It is fantastic to hear that Haytham and Enzo could do everything they could to make your purchase experience a memorable one. I have passed on your thanks to them both and we hope that we can continue to provide you with the same level of service in the future. Thank you again and we trust you are enjoying your new BMW X5."
"Professional, interested, and enthuastic"
Cooper Thames Ditton Dealer Principal response
"Thank you for taking the time to feedback to us your thoughts. We delighted to hear that Alex provided you with a professional and enthusiastic service; something that we pride ourselves on here at Cooper Thames Ditton. We have passed on your comments to Alex and he wishes you all the best with your BMW."
"The customer is very impressed with her service from Alex Massini the salesperson."
Cooper Thames Ditton Dealer Principal response
"Thank you for taking the time to feedback your thoughts to us. We are very happy to hear that Alex took good care of you through your purchasing experience. We understand the constraints of our current customer car park and your comment have been noted. We will pass on your kind words to Alex."
"Really pleasant experience in buying the BMW. Very helpful in terms of answering questions concerns no pressure to purchase and first class handover of the car."
Cooper Thames Ditton Dealer Principal response
"Thank you for taking the time to feedback your comments us here at Cooper Thames Ditton. We are thrilled to hear that you had a pleasant experience with Neil as your salesman and everything was dealt with to your satisfaction."
"Both the purchase delivery of my new car were managed very professionally."
Cooper Thames Ditton Dealer Principal response
"Thank you for taking the time to feedback your thoughts to us. Your comments to us here at Cooper Thames Ditton are very important to us and we are very pleased that Haytham provided such excellent customer service to you. Your praise has been passed onto him and we look forward to seeing you again in the future."
"I have only used the web site to view new models of vehicle but its easy to use. the actaul performance of the dealer and my personal adviser is 10 out of 10"
Cooper Thames Ditton Dealer Principal response
"Thank you for taking the time to feedback your comments to us. We are delighted to know your experience was a very good one with us. Wed also like to congratulate you on your forth purchase with us and say thank you again for using Cooper Thames Ditton."
"See previous. Phone calls not responded to from Business Manager."
Cooper Thames Ditton Dealer Principal response
"Thank you for your feedback and we are deeply sorry for the experiences you had in our showrooms, your comments are very important to us and taken very seriously. If there are any queries that still need addressing from us, please do not hesitate to contact the dealership or anyone of our business managers. In response to your comments, you will be pleased to know we have employed a full time showroom host to own each customer, as you suggested, to make sure our customer experience is a bett"