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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.

After two weeks from service, the service indicator light was on and engine oil needs to be changed. However, they said that they made a full car Check!! I doubt that. Also there was a (whistle) noise coming from the breaks, they haven't fixed that.

Service

BMW Emergency Service team works well !

Service

Wrote to Mark Bridger, Aftersales Manager. He never replied but Finance Department asked for taxi receipt to refund. Then wrote to him again for paperwork ie invoice, MOT certificate etc & no reply for 2 weeks. Appalling service.

Service

My car was booked under fast track for a service.. I had to wait almost 30 minutes to have the car booked in for its service. This never used to happen 2 years ago.

Service

A good visit this time, the work was completed quickly while I waited. I have had some less satisfactory experiences in the past.

Service

My car didn't come back. No one called me. Very worried ....no communication. Came back sat afternoon finally as I tracked someone down after numerous calls. Still no apology or explanation!

Service

Good service work and Service personnel - hard to contact and get updates etc but probably reflected in next answer

Service

Driver was unable to start car on collection as he was unfamiliar with car. Warranty check completed but not within a day. On return was told part was ordered as there was a fault (again) on the door. Over a week later no follow up .

Service

Very friendly staff

Service

I had a suspected oil leak from under engine area.The video survey was exactly as I wanted. Nothing seen, and video and commentary sent. Disappointingly , it took 2 days under 4 weeks to get a booking , and car was seen at 1600, tho on site at 0800.

Service

Did as discussed

Service

Because despite writing to Thames Ditton and BMW UK 2 months ago to complain about appalling experience with TD service dept , to date I've heard nothing

Service

The problem was not fixed.

Service

The service I booked online wasn't the service you gave me, which cost over £300 more than quoted via the app. No one rung me to discuss and I was left with no choice other than to pay at the dealership.

Service

Delays, staff not knowing what is going on, difficulty getting through to someone, manager apparently

Service

Service department requested I collect the car when arrangements had been made to deliver it back to my home. Otherwise no problems. See next box below.

Service

You can never get thru on the phone. The Sales people say they'll call you back, they don't. You say you have a courtesy car, you don't. The service personnel leave half consumed BMW branded drink containers in the car after handing it back.

Service

Major difficulty in contacting service department by phone on day of servicing (6 attempts at calling over a period of 1.5 hours, but no reply). Failure to include MOT certificate with the papers at time of collection of vehicle, causing delay,

Service

Booked service with time restraints And tyre change Both not accomplished

Service

Booked way in advance due to non availability of short to medium term slots - disappointing that having booked the earliest time basic service was slow - excuse given was that micro filters not kept in stock and had to be sourced elsewhere - v poor

Service

Should have taken 1.5 hours to wait for the work to be done, including a wash and valet. Actually took nearly 4 hours - and no cleaning done. By this time we couldn't wait for the cleaning to be done as had to leave.

Service

I had booked my service more than a month in advance in order to have a courtesy car on the day. However, one was not available! The dealership manager went above and beyond to find me one, which eventually happened. This was certainly noticed by me.

Service

Same reason, simple, no fuss

Service

kept waiting to collect my car when I had a flat on the car took me 90 mins to collect my car after it was fixed the previous day

Service

Awful. It took much longer than expected. I was not given a courtesy car. My car is still making a noise from the engine bay.

Service

The service was fine itself but having been booked in for 10.15 am the car wasn't returned until after 4.00pm. Previously I have had the car serviced at Stephen James in Bromley and each time it has been returned within 2hrs

Service

The car wasn't washed. The collection of the car took too long.

Service

Because I came for a service, it took 5 hours and no courtesy car was provided as promised. Also even after the service was completed the technician had not check the brake sensor ( after having to have all new brake pads fitted, at a ridiculous cos

Service

No service at all. No one care about you, from the day one you bought your car. Terrible service ever.

Service

I'd been advised that my car was ready for collection. When I arrived at Thames Ditton, I had to wait over an hour to collect my car - they had lost keys to a car that they'd parked in front of mine and then there was another delay in retrieving it.

Service

It was postponed a week because no courtesy car was available on the date scheduled for the service. I wasted half a day going there because nobody let me know. When the service was rearranged it was even worse...

Service

See my previous answer

Service

I expected the car back on Friday it didn't arrive. One attempt was made to contact me I missed the call and tried numerous times to make contact with service department with no success. I had to get taxi to collect car Saturday morning.

Service

Disconnect between Service Booking and Centre

Service

The service was fine and the cars faults were fixed under warranty but the car was not cleaned at all when it was returned and it was supposed to be. Also getting back to the service center was difficult given there are very limited bus options.

Service

The service was completed as I was told by midday but sadly my experience was blighted by the loss of time at the start.

Service

See above - it was completely shambolic

Service

Apart from the comments above your staff were very helpful. In fact due to a computer software problem which had to be sorted out on top of the service and MOT the car was not ready until 6.45pm. But the technician and service agent stayed on.

Service

A catalogue of issues simply too long to list in the space available. The outcome was me eventually speaking to BMW UK who moved my car to Vines in Guildford to complete the repair.

Service

Again I refer to the fact that it's a real task getting through to the local dealer

Service

Called Thames Ditton over 10 times & left messages to reschedule the service but never received call back. Called BMW bookings got cut off & the booking hadn't been made. Person I was speaking to hadn't left notes about the call. Car not cleaned.

Service

Long queue, only one person behind counter. It took over an hour to collect car, no one available to move cars around.

Service

Really helpful - a nice bunch of people. It is the first time I've been to Thames Ditton and I will definitely choose to go there in future.

Service

Reliable service

Service

We struggled to obtain updates on the servicing and time when the work would be complete. Despite spending over £1000, the car did not have a complimentary valet so you could see the chalk on the new tyres and we have concerns with the balancing.

Service

I was given a rental car as per our agreement with BMW Assist. It has now been over a week and I have not had a call or notification to tell me that my car is ready - And this was a TIRE CHANGE Contacting BMW Cooper Thames Ditton is near impossible

Service

The car was returned to me at 7.30 pm, not 5.30 as promised. The car was not cleaned. No MOT certificate and check list was given to me even though an MOT was carried out. The certificate was not delivered to me at my office on 23/4 as promised.

Service

Call Centre Advice; 1.5 hour service duration and car wash Cooper Advice; 3.0 hour without car wash !

Service

I heard from nobody about the status and had to visit there personally at 7pm to collect car as I needed it for holidays starting next morning. On arrival i panicked as nobody was there except cleaners. Thankfully it was being dropped then at home.

Service

See above. They give the impression of having given up on trying to provide a good service. People wander about, appear from the shadows.....reception should be manned until the business closes each day......the staff seem lacklustre and overwhelmed

Service

Having to wait for ages to pick up car after it was ready due to insufficient customer service staff then compounded by the technician taking my keys home!!! Last week was not the first time there has been a long wait to collect my car.

Service

I already have a complaint letter in draft but in summary: Rude staff Unreliable service Overcharging Inability to ever get through to anyone ever

Service

There isn't any Customer Service!; MOT booked with Dealership Mon 25th Feb 19 and Cancelled by Dealership 2PM on Sat 30th March 19 !! Hard to tell if Service/MOT bookings are actually being handed-off elsewhere, but that is what it seems.

Service

Under staffed and poor communication! False advertising regarding loan vehicle as was told on the morning they don't have one? Even though I booked my service 3 weeks in advance!

Service

the car has not been service as needed. the warning "service 5/2019" still appears on the dashboard. The brake fluid has been changed; but the hood did not have any indication it was opened. the car was left whole day Friday but was looked at only ..

Service

Despite the inability to coordinate a booked service, ultimately, my oil change and maintenance check was fine.

Service

When i first booked it they turned me down saying there was no space so that ruined my whole day i lost out money at work as-well as not getting my service done then rescheduled for next week then when i was expecting to get a courtesy car

Service

Not one person called us for the duration of our car being at the garage and we did not receive one call back either. Requests to have the car back were flat ignored. No one in service EVER answered the phone. Had to call BMW customer complaints

Service

Had to call the service desk about 20 times before somebody answered. They couldn't help but said they would get someone who could to call. Never happened.

Service

It is generally impossible to reach anyone, details are not recorded/passed on and there is no customer service.

Service

See my response to your first question. There are always too many vehicles on this site and the lack of response from advisers and managers suggests fundamental problems with the way in which the operation is managed.

Service

Only giving it 1 star because zero is not an option. To reiterate, I actually felt sorry for the few remaining staff who simply couldn't cope.

Service

difficulties communicating during service and too long to wait to pay and collect keys

Service

Had to wait over 4 hours to get car serviced.

Service

records were not up to date final paper work wrong

Service

I was pleased, however, it takes more than 90mins stated by the service rep, I end spending 3hours or more each time. I had a service in Jan 18 and it was clear that the rear brake pads needed replacing, instead of doing them I can back 1 month late

Service

My fist cat went for MOT and again good and reliable. But my second car went for adding bleu liquide but I had to purchase 6 bottles went actually it needed 3 and then I have to store 3 bottles ( quite bulky)! So for 2nd service my rating is 3 stars.

Service

Continued from above: the manager never called back either. After having tried so many times to get simple quotes I am at a loss how to proceed short of going elsewhere.

Service

This company cares more about selling cars than giving by sort it aftercare or service. They never ever return calls when asked and their attitude is totally uncaring. Dreadful. The whole management team should be changed.

Service

On the previous two service occasions, many things fell between the cracks.... I complained and they seem to have listened and addressed my issues.

Service

Dreadful almost non existent customer comms. No one picks up service phone, on occasion was cut off. One call about a delayed part after I'd called repeatedly to find out where my car was. VW know about customer service. Ask them if you need a tip

Service

See above comments. Customer satisfaction and proper communication seem to be the last on your list.

Service

Booked in for service & mot on a Friday, was told at drop off I could pick up car before 5.30pm same day. Came back 5pm saw my car was still up on the ramps. Waited 30mins to be told MOT would be done next day. Really poor at keeping me updated.

Service

The service experience at Cooper Thames Ditton was very poor. Commitment to delivery of car after service was not met, poor communication-not very easy to reach service representatives/people, lot of time spent on telephone with no proper response.

Service

Taken 9 months to resolve small matters and still hasn't happened have to email a number of times to get a response

Service

No customer service, car scratched several places, long wait and no call to say no loan vehicle available even though booked 2 months ago

Service

No reception when I arrived 90 min service was over 2.5 hours and I was told that only the call centre says the service is 90mins !

Service

The one thing I wanted from my visit I didn't get

Service

After 30 years of using Cooper Thames Ditton I've never had a worse service experience. Car park jammed, no help or guidance as to what to do, kept waiting for service personnel, car MOT and service not completed on the day. Very bad experience.

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

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

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

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

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

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

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

Service

Brilliant team

Service

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

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

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

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

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

As mentions in previous question

Service

Satisfied with the service process at Thames Ditton BMW

Service

See above

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

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

Done in good time

Service

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

Service

poor service

Service

The guys at the showroom were so helpful, we had recently had a very bad accident and BMW Thames Ditton have been great in helping us to find another great car as well as assisting with the aftermath of the previous one.

Sales

Please send thanks to Scott Alexander at BMW Cooper Thames Ditton. Brilliant salesperson who made the whole experience of buying the new car such a joy.

Sales

The car arrived early the handover was very professional and the aftercare was very good from both Adam & Glen

Sales

The car was lovely. It was handed over in amazing condition.

Sales

Again, Andrei made the experience fantastic.

Sales

Very positive customer experience

Sales

Fast, efficient and friendly.friendly customer

Sales

Excellent service from salesman James Barriskell

Sales

It was all down to the fact I had a wonderful salesman, James Barriskell. I have been with BMW for many years but James is by far and away the most genuine and helpful guy. A real asset to the company.

Sales

Poor personal assistance (thames ditton). I prefer dealing with park lane, however recently they did not seem that keen to sell me a new car. Ignored me again.

Sales

I got a good deal and the sales team were helpful however at first I felt a little pushed into buying a particular car they had in stock, rather than ordering a new one. I did get the car I wanted albeit with extra options I would not have chosen.

Sales

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

Sales

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

Sales

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

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

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

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

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