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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!
Very dissatisfied when at the centre but I spoke to sales manager afterwards on the phone.
Because I was very satisfied!
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.
Everything was done as explained and on time
Terrible customer service - issue still ongoing
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!
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
Had to wait longer than I was told
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.
I waited 3 hours for a service and only whwn I complained to a manager, was I dealt with.
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
Very poor service. Booked courtesy car and took the day off only to be told no car available. Car was returned filthy!
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.
Have been going to them for years and have had good service from them
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
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.
when finally getting a tyre, they then realised there tyre machine wasnt working and had to get quickfit in
Work completed on time with no fuss or complications
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
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...
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.
When I had my car serviced on 8th January 2019, I was promised it would be delivered back between 4 30 - 5 30 pm, no call to say this would not happen. I tried to call but garage was closed. I phoned early am the following day, no apology.
Moved timings to accommodate my personal timing constraints on that date
High turnover of staff has meant that we have had to repeatedly complain about the same issue, no one communicates there, messages are taken and never answered. I have called no less than 8 times to speak to Sham Zaheer, promises broken.
Job done on time and staff very obliging
Cooper Thames Ditton better than it has been, but still room for improvement.
It was hard to get an appointment for my car in the first place.
Having poor communication to enlighten me as to why there was such a delay.Having to suggest to the service manager that an email be composed so that I may present it to my employer as for the reason behind my absence from work for a whole week.
Service was appalling and staff would not even care that I asked over and over when my car would b ready
After being forced to wait six weeks for a specific repair, I expected the repair to be completed as promised. However, as previously stated it took a further two attempts to resolve the issue.
Same as above. I was also due to receive complementary software upgrades/updates but apparently there weren't any available, including for the maps system which hasn't been updated since 2015 which seemed hard to believe.
The car was booked in for an earlier date, to be picked up from my home address during the morning. Unfortunately someone only arrived in the afternoon, when there was no one at home, as it was arranged to be picked up in the morning!
as described above. not a singe follow up from service or customer manager to apologise for the situation or explain why it occurred
A very good offer of winter check and nice brolly!
Only problem was it took longer than advised
There was a a long wait to be seen by a service representative ,you must have a personal problem
Actual service was thorough and well explained, however, the link between call handlers and service department was terrible. Spent most of the afternoon chasing up to find out what was happening. Car also not delivered home as arranged.
Absolute lack of customer service, lies and sub zero communication. Customer care is the least of their worries.They don't pick up the phone and promise to call back and never do!
Good service and collection / drop off
When I contacted BMW at Thames Ditton to check on progress re my car the phone was not answered in the service department and no one returned my calls. Also the collection and delivery service was disappointing.
Car was collected from and delivered to our home at no charge (very helpful)They saved us money by advising us to postpone the replacement of tyresCar was returned unwashed and not cleaned inside. That was surprising and disappointing
The car was ready on the day but BMW did not ring. I rang BMW and asked reception to get service to call me back. they did not.Well before closing time I rang repeatedly and no one was answering the phone!Picked up NEXT DAY & told 'we were busy'!
Extremely bad customer service. No one answers the phone. I had to physically drive to the showroom to arrange a service. Felt like they didn't care.
Shocking. Didnt return calls, no invoice (albeit no charge), couldnt explain what theyd done. Fault recurred the day after. The horn has been going off intermittently since they replaced the airbag under recall. Still broken, trying Cobham now.
The actual wheel change was fine. But why did it take 30+ minutes to pick up my car when I had advised of arrival time and paid over the phone?
The MOT went well but it took 45 minutes to process my payment. On 4 separate occasions I was told to wait because another customer was being helped
A F1 pitstop can change 4 wheels in under 30 seconds! Surely at this time of year when wheel changes are common, a fast track service could be introduced on a particular time and date?
Car went in for an accident repair but had to go back four times for errors to be fixed.
Lost my car key, left me without a car for 24 hours.Complained via email still not had a response other than we will look into it.
The service work is performed very well but there is an ongoing issue about communication and point of contact at Cooper Thames Ditton. There is a very significant problem with telephone communication as call backs frequently fail to happen.
Booked in for 8, doesnt mean 8 more like 9.And I now need to go back to sort the service light because they never changed it and now its red telling me its time for a service, 3 weeks after I took it in.
Service was undertaken to the promised plan.
Sizar Nicholson did a great job exploring options for me and on the test drive of an M5. Thank you.It was difficult to contact the sales and reception depts by telephone as my calls were not answered on three separate occasions
I can accept that drop off in the morning can be busy and the person who I dealt with was very nice but car was not ready on time and no one contacted me about delays. One job was to look as a wheel warranty replacement which has been ignored.
The nature of the communication was poor to misleading. I was expecting the car to be ready by 3 in the afternoon, then couldn't reach the service department through repeated calling until 6PM that night. Went home without my car.
The communication as regards keeping me informed by the delivery driver could have been better
I was very disappointed my 2year old car broke down but you fitted me in and did the repair quickly although I had to go away as you did not have the part needed. But you took me home.Disappointing that you did not phone me to say it was ready.
As above, I had lots of staff telling me they were sorry and having to apologise to several other people around me. They did as if it was business as usual. I dont blame them but I heard several people ask for the service manager who was always busy
Car was back on road within 2 days and i was kept informed to hw repair was going
See above The worst is not being able to ring through & talk to any one
This is the third survey you have sent me. In my first reply I expressed dissatisfaction with parts of the service I received. In my second reply I gave the reasons for my dissatisfaction. I have not received a reply apart from an automated response
Nothing to add
There were no points of contention - i.e. hassle free experience
Far too long to drop the car off and pick it up again when ready - over an hour simply to pay the bill and go is unacceptable! You need more customer facing staff and better management of waiting customers, plus waiting area was freezing cold.
I have an email of my experience that I can send you. Please contact me to discuss
I had to wait a bit longer than expected but it wasn't a major problem. The service indicator was not reset so I shall have to return at some point to get this done.
The service was much better than the last 2 years. This year, both service team and mechanics were brilliant. Last year the service team (not mechanics) were awful.
Confusion over the booking and how long it would take.. Being told the car was ready when it was not. Wasted journeys and taxi costs. Poor transport to station.
Kept us informed.
In short Neil Barnes, no hard sell it's like buying from a friend.
The car was prepared to a reasonable standard but nothing exceptional and there was a nasty scratch on the bonnet which I have had repaired by my own bodywork expert.
Not too satisfied. In contrast with Cooper Hawaii where I bought a new car earlier, business was conducted more efficiently over there, staff more proactive in getting things done and right first time, and after sale services more helpful and caring.
The ordering was straight forward and pick up again was very straightforward. Both rep's were very knowledgeable and patient throughout both processes.
The hand over was not of the quality that I have experienced previously
Very good support from Andrei who went the extra mile to support us
I was updated regularly about the progress of my purchaseI was even sent a preview video which was very exciting
nick day was so helpful