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I was fairly treated
Waited until 3pm to tell me the part I needed wasnt in stock, then until 12pm the next day to tell me it would take a week to arrive.
Because it was an easy straightforward experience. It was a great customer service.
Extremely rude and extremely poor services.
Prebooked collection and delivery service. CTD phoned me 5pm to say the car was ready, took payment and advised a driver would deliver the car within 30 minutes. 6pm no car. I phoned 9 times no answer. I ended up collecting my car Saturday morning.
Although my car was pre-booked for fitting a roof box and bmw eye. Only the roof box was fitted but not the camera. It took 2 extra days to fit the camera in.
Took 1.5 months approx for availability to book the car in. This was looking at both the Thames Ditton & Cobham sites. See next box also
The service was fine. However the wait to see a service advisor was totally unacceptable. Over 45min when booking the car in and nearly an hour when collecting car. Plus another 15 mins to get car from parking.
Did exactly what was asked and efficiently
I have requested a copy of the documentation related to my car service on numerous occasions over the last month by telephone, by email and by messages left for Customer Service department. I have received no response whatsoever. Appalling.
Booking and checking in/out ok. Cannot comment on technical quality of service but trust it is good. Checklist indicated video was made of the inspection, so disappointed not to receive, despite later call to reception.
Poor booking arrangement
Clearly not good work as its back in with problems.
I arrived for a while you wait appointment at 11:45 I found that my car was not on the appointment list. Fortunately I had a text with a job number on. They managed to fit me in for my front brake pad and disc change but I did not leave until 15:00.
Booked online, but confirmation email missing details so had to call. Was told Thames Ditton didn't cover my address (even tho was on online form) so they would get back to me. Eventually agreed. Car collection was good, but car return poor.
No progress update re collection. On collection informed of factory recall affecting car. Waited over 30 mins for car, which was dirty and damaged. Booked appt for recall work, took car in, part not in stock, had to book second appointment
While you wait front brake pad change took longer than expected.
The price for brake pads was too expensive and not competitive
As above waiting on call back, now been two weeks and I've called twice and still no response
wasted a lot of time not starting / finishing as agreed.
All good except car wasn't ready at end of the day as promised
Second time booked in for a service. First was for an MOT & service but you forgot the service! I had to come a week later (4 ADDITIONAL half hour journeys to and from you to leave and then pick up). No one bothered to apologise for your error.
Pleased with the car and service on sale, disappointed with everything after. Pickup of the car was smooth and no hassle what so ever considering the salesman turned the car around quickly. Extremely disappointed with after-sale service from repair
I was using Cooper Thames Ditton in the past and it was a mess. This year, however, I've noticed a significant change to better. I hope it stays this way and will improve even further.
Cooper Thames Ditton were extremely helpful, accommodating & efficient. A refreshing complete opposite to Cooper Cobham.
Cost and time delay to get a booking were negatives
Please refer to above comments. I have been a customer of Cooper Thames Ditton for nearly 20 years and the last visit left a very bitter taste in the mouth.
Better than Cooper Banstead ever was, but when I collected the car the service person said all was fine. When I got home and flicked through paperwork, my rear tyres were on 2mm and marked immediate action required!
Car was ready for collection on a Saturday (2 days late) and it took over 3 hours for someone to be able to serve me & give me my car.
We'd read some bad reviews of this dealership and had previously avoided it, but our experience was good and the warranty issues were resolved satisfactorily.
Poor communication prior to service, undertook work without consultation then tried to charge for it, and car damaged during service with garage refusing to acknowledge this/offer to rectify it. Nigh on impossible to reach anyone on phone
Service itself all fine
Having booked the car in and flagged that it had a rattle I was asked if the car could be kept for more than one day is needed. Called at 4pm to find out is car would be ready and work not started. Lack of communication. don't want to go back.
Not impressed with the service - even the car washing post mot was poor
I arrived at 9am and explained that I had to leave by 3:30pm to pick up my son from nursery. Despite being told my car would be prioritised, it sat on the forecourt for four and a half hours. It was ready at nearly 4pm and wasnt valeted.
Serviced as I waited, but only given as an option because the hire car company failed to deliver a hire car on the day despite calling me the day before to confirm it. The cost was as expected. The car was returned nicely cleaned.
My car was over filled with oil after my wait And I was made to fell I was undercharged Shock horror
Impossible to drive in and park my vehicle, far too congested with cars coming in and going out all at the same time, together with a skip lorry trying to deliver a skip. It became a complete stalemate but at least the staff took over.
Work fine and car fine - just booking and on the day is terrible experience
Billie-Jo O'Halloran asked me to send a video of what was happening to my car as I was driving when the faults occurred, which I did but received no response. I tried phoning a few times and was assured I would be contacted, but wasn't.
Excellent customer experience.
Convenience. Had to book a day off work in order to visit Cooper Thames Ditton.
No one answers the phone in the servicing department and I feel completely undervalued as a customer as a whole. I have no confidence in this garage when I next have to visit it again although I'm aware Elle is working on improvements there.
I had told them that the pervious service stamp was missed and asked if they could stamp it this time, not only was it not done, they didnt stamp this latest service either. On previous occasions I had asked for a body work quote but never received o
absolutely awful and not the first time.
Twice they cancelled my first service on my car, the first time the excuse they game me was they had a backlog with recalled cars, second time was at 6pm the night before my car was booked in for service. I was advised they were short staff, surely
Please refer to the answer above, which is self-explanatory.
I already explain in the previous text
My car was serviced - the bare minimum. It was over an hour and half delayed. The staff were not forthcoming with information, only said
This was the worst visit I've had to a BMW Dealer. Despite being booked in for weeks and keeping the car a day longer than promised, they failed to complete the works as they did not have the parts. I had to leave without my brakes being repaired.
I received a letter in February from BMW recalling the car. I rang to book a time and was told earliest it could be done was 28th May. On the day the fix was not carried out and I only found that out by going back to the garage
It has taken 3 calls to get an appointment that was suitable for me. Still not an optimal date. When I went to pick up the car once I paid took 25 mins to get my car. Totally unacceptable. Plus I had to shout at the receptionist to get the car key
From a technical point of view, my car was probably serviced well. However, service from staff in the showroom was poor. I was not provided with a loan car as requested. My car was kept overnight without any intimation to me. Calls were not returned.
They didn't service on the day they booked me in. They ran out of time / forgot. Then no one called me back. Took 4 days to get car back from a simple service.
Although I had booked a 'while you wait' service, and had arrived in advance of my appointment time, my service time overran by quite a long time. I don't think that it was the fault of the service advisor, who tried to help, but it was irritating.
A number of issues: - No place to park on arrival to drop car. - Car was not ready at the expected time (phone call from Coopers at 4pm for 5pm, car not ready until 5:40pm).
There was confusion over the cost of the service. We were informed one thing over the phone (£500+), another price when we arrived and then told it was free due to a service pack... it was annoying that we had saved for this when we did not need to
Constant delays regarding completion time, granted a booking can be made
Every time I called the service department, the calls are never picked up, I have to call reception and then the lady goes across to ask them to pick up the phone. That is not a professional environment. That garage has a bad reputation.
See above. Also the settings in the car are not restored to those that existed when I took it in.
Car went in for service and ticket wasnt printed and I had to wait to be dealt with. Car was promised to be complete at the end of the day, Friday, but got a phone call at 4.30pm saying it wouldnt be ready. I got it back on the following Tuesday
Repaired under warranty, yet had to pay 6 days lease car hire, for a repair that was originally going to be finished within 2-3 days, with no updates on delays.
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.
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.
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.
BMW Emergency Service team works well !
A good visit this time, the work was completed quickly while I waited. I have had some less satisfactory experiences in the past.
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!
the AC didnt work so we had it to give it back to be fixed, surprised this wasnt looked at before handing the car over to us.
Glen Slaughter was out of the top draw. Thoroughly professional and a really nice man to deal with. Answered all our questions in a precise and detailed manner. First class.
All went very smooth from start to finish
They did everything that they said they would
Excellent communication, no pushy sales.Relax and friendly approach Very knowledgeable and answered every query with a kind and reassuring manner
I am here to express my feelings buying the new car okey. There are so much to do about after sales and service.
The sales process has been great. There were delays on the delivery schedule so the car took longer to arrive than expected, but this didn't alter the experience at the purchasing end.
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.
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.