Since my service my vehicle has started experiencing issues with the dealership in question unable to help for a month.
Because my car was in the garage for more than 6 hours and all what they have done was diagnosing the fault. Parts were not available and now I have to take it once more to carry out the service.
the service experience had no regular updates despite initial assurances from the service staff to the contrary. my vehicle had a strong smell of diesel when received after the work had been completed
no parking at site. Brake pads are worn but BMW didnt tell us this and another garage found this fault 2 weeks later
Forgot to MOT my car, they were only promted when I called them at 1700 to enquire about progress. I should have been contacted directly much earlier in the day so I could make alternative arrangments
Very satisfied so welcoming and got me booked in right away
Getting through on the phones is incredibly frustrating. You are transferred and the phone rings out, unanswered. Upon day of arrival for service had no record of my booking, was later confirmed, but not what you want to hear on arrival.
As above I will not be returning
Service itself is satisfactory
Matt - service advisor was very helpful. Gee - master tech was 1st class as always.
See above, poor customer experience.
Help in choosing new car was first class and transaction went extremely smoothly
It took them two days to change the tyre and it was impossible to get anyone to answer the phone, in any department - I understand subsequently that they have not got a good reputation.Not sure
I had to chase cooper Bmw on several occasion in regards to my tyre change. It was a stressful experience for me.
I felt valued as a customer. Furthermore I was kept up to date about the work in progress and the expected cost.
See above. I complained several times and at one point got told by a staff member he didn't care what I thought. I have his name if you are remotely interested. I left after 2 hours of wasted time with the 90 minute job NOT even started.
Lots of waiting around - particularly at collection as very few people working in service department and those that were weren't particularly interested in offering any form of customer service
quality service & approachable staff
The person who I dealt with was good, but still the underlying issue of the recall meant I had to pay full service fee without addressing my previous issue.
Had to wait 30 minutes plus to drop off the car due to the unavailability of service staff. The receptionists attitude was poor and did not take my name correctly leading to further delays. No one answers the phone and call backs did not happen
as above but won't be bringing cars there again unless I get some management assurances that things will improve
Car was not finessed on time and some loose part under the Bonet
Took 2 hours to just do an MOT.
service completed at convenient time and car kept until convenient for collection
Better communications with current 'post sales' manager who was helpful and positive and delivered a solution that dealt with a problem that might have caused me considerable difficulty.
Very pleased to say that the service experience once again meets my expectations, the changes and effort put in by the team have resolved all the issues experienced previously.
Always pull out the stops for me. Haven't a bad thing to say about your service department.
I had very good and attentive service.
No one available at the scheduled time to drop off the car.
I was told I needed to pay £99 diagnosis fee - that's outrageous when the engineer already knows exactly what's wrong.
When I gave in the car it was not made clear to me when it will be available for pick-up. When picked up the car no one went through what was done or the advisories.
The car got fixed eventually and under warranty which I greatly appreciate.
Once you get into the garage most staff were pleasant. Manager Adam amiss didn't turn up for a meeting he agreed with me.
Excellent but my new car that I purchased needed a new battery that should have been replaced on the day of collection.
Months to get car booked in for body shop. They never ring back for bookings. Finally in it took 6 days for a minor bumper scrape. No call during that 6 days, I only found out it was ready as I rang them. Left waiting 20 mins at empty reception
The people at Cooper Thames Ditton are always helpful and courteous, things are explained and outlined as simply as possible.
I was told i would get a different courtesy car after the weekend but that never happened. Would have been better to know uncoils keep it.
I could have saved my time and money if I had gone to another garage.
I had reserved a loan car and for the 2nd year running one was not available - even though booked well in advance
Friendly, efficient & kept to timings
My car took 3 hours for its basic service. The assistant said it would only take 90 minutes. They had also done a poor job on washing the car, particularly on the wheels, which had not been cleaned properly, so I was disappointed.
I wish I had all option explained ed
Nothing has happened of note in the last month, so its hard to be happy with a repair that has not happened. BMW clearly did not take the time to drive the car and check it was fit for collection.
All instructions carried out well
The problem has not been sorted out. Was charged for work that would 'definitely fix the problem'. Have had to return the car over the weekend as it's not safe to drive the car.
Complaint also with Business Manager Andrew Amis, who again has not come back to us.
Securing a date for your car to be serviced are ridiculous. I had to wait for 1 month, which is not unusual. Love the cars, but service delays are inexcusable and the reason why I may look elsewhere when I renew my car next year
terrible experience from customer services. Was called one hour late from, took the entire day for an oil change, and when the car was ready, had to wait 20 minutes for the attendant to finish call, even saying I needed to pick up my son from nursery
Extremely good service however the car wasn't cleaned inside like it usually is
Agents perfectly friendly . Loan car arranged for me the next day
The staff were helpful and courteous
Unable to contact the service representative in spite of numerous attempts to phone. No follow up to messages left. Basically there is no attempt to provide customer satisfaction. Technically I suspect the work was carried out satisfactorily.
I was attended very quickly and offered a coffee. It was explained to me very clearly what the service involved and what were my options
All dealt with quickly and efficiently
Service OK, but cleaning poor. Roof not cleaned, nor all dirt on bodywork. Foot wells OK, but the instrument panel/fascia not cleaned. Front facing camera disconnected and left. Telephone request to service for callback about it ignored.
I always get good service when my car goes in. Updates and accurate estimates of time and cost
The service i received to resolve my door issue was good, and the service operative was good, however after BMW having my car for over a week the first thing that greets me when i turn on my car is a warning saying that an oil service is now due.
This is self evident from my mails and the lack of follow up on left messages
given sensible advice as to whether or not have air con service.
Service was fine but he surrounding services was less than average
Very efficient handling of recall issue and car delivered back fast.
Service was very good. It's a very busy dealership so I needed to wait a few weeks for an appointment. Also I went through the tyre details when booking the appointment by phone and had to repeat this step again in person.
Call to say I needed to go and collect my car the next day despite saying on booking I needed back the same day as going on holiday the next day in the car.
The car wasn't collected. The service wasn't done. The whole experience was appallingly terrible.
Had to return for spark plug change as none in stock on 1st visit.
Feel very happy with service
The job (MOT) took longer than advised due to computer software issues at CTD but the MOT was completed which was great
Good service but just took too long.
From the initial contact with Glen Slaughter (sales team) and his oversight of the whole process made the whole process a joy with the smooth way from start to completion. Glen went through every aspect of the car and its controls, which I still hav
When I buy a BMW I expect a premium service. Cooper had issues with sorting out a courtesy car.
Nice people. Got job done quickly but no replacement car so had to wait while work was done
Despite picking up problems with the tyre the centre failed to tell me prior to completing service so that I could have authorised tyres to be changed. Instead I was returned a vehicle with needed changing something that most other dealers do.
sorted key fob problem quickly and efficiently and we very pleasant
Having booked in for a £500 service to be told they could not give a lift to Kingston { 5 minutes away) until I made a point of there not being a reasonable alternative. The car did feel better for the service, though.
Little information about collection time. Vehicle had oil fingerprints left on the bonnet.
Other than occasionally difficult to get through on the phone lines, the entire team was very supportive even when Scott was off.
I was very pleased with how my purchase was handled.
All the credit go to Glen Slaughter (my sales guy @ Cooper Thames Ditton), from my first phone call until the delivery he has been great. Glen is professional and hard working man, he also is very efficient and delivers what he promises.
Oliver was a really helpful salesman
As stated above and the car arrived earlier than anticipated which was pleasing.
Cooper Thames Ditton BMW
Thames Ditton
