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ABOUT COOPER THAMES DITTON.

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Adam Basheer

Transaction Manager

Carlos Aguier

Transaction Manager

Neil Barnes

Local Business Manager

Nick Dey

Used Car Sales Consultant

Malcolm Critchley

Used Car Sales Consultant

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.

The communication as regards keeping me informed by the delivery driver could have been better

Service

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.

Service

Your communication with your clients is appalling. Your customers are your primary source of revenue - but you treat us as though we are a distraction!

Service

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.

Service

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 don’t blame them but I heard several people ask for the service manager who was always busy

Service

See above The worst is not being able to ring through & talk to any one

Service

Car was back on road within 2 days and i was kept informed to hw repair was going

Service

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

Service

Nothing to add

Service

I have an email of my experience that I can send you. Please contact me to discuss

Service

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.

Service

There were no points of contention - i.e. hassle free experience

Service

Poor service experience. Based on bad timing and expectations being set

Service

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.

Service

good service

Service

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.

Service

The service cost was more than I had been quoted. No communication with the service advisor, in spite of being advised by the technician, that Ashley would go over the other points I had raised. Delay in picking up the car, + MOT was not given to me

Service

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.

Service

Kept us informed.

Service

Paul, your dervice rep was excellent. No issues for either of us on the day.

Service

Was told 90 minutes for an MOT. Took 3.5 hours with no updates as to why it was taking so long

Service

No problems. Friendly service

Service

having realised that there was a mistake with my booking, very dissapointing, the staff worked hard to ensure my car was serviced as needed

Service

MOT in October 2018 - A bit of a shambles to be honest. When I arrived they didn't have my booking down as an express MOT so had a faff working that out, then when I went to drive away, they had broken my parking sensors so that they were permanently

Service

Because the job has still to be completed!!!

Service

Information was good and there seem to be no problems with the car

Service

Problem fixed . When contacted staff are friendly and courteous. They will endeavour to go that bit further than is required to fix problems.

Service

No problems

Service

All good apart from Interior plastic trim was left on back seat and not replaced

Service

drop off and collection takes far too long, there are not enough customer service reps and they do not start on time as per information received.

Service

The actual service and the people I met were very good

Service

Good service and attention in showroom. Service book not stamped as requested when I booked car in. On a return visit to get this done, having waited 20 mins was told no-one was available. Returned 3rd time to get book stamped which was inconvenient.

Service

The staff and service at Cooper Thames Ditton is top notch, always a friendly reception.

Service

Customer experience is yet to improve. Been with BMW for almost 4 years now, and lack of updates regarding the car is still non existent unless you ring them.

Service

Was not able to resolve problem. Also no loan car when originally booked for one.

Service

Car fixed under warranty, they kept me up to date with progress and supplier a car rental to my door

Service

Long wait till I can get my car back.

Service

Completely hassle free process, car collected and returned fully washed and cleaned within times stated.

Service

Very hard to book inHad a safetybissue on oproduct recall

Service

Easy drop off, Car was delivered home, and price was expected - no surprises.

Service

Car not cleaned and late delivery back which we had to chase

Service

Everything was great; the team at Thames Ditton were friendly, knowledgeable and my car was clearly well looked after. I love being part of the "BMW Family".

Service

Very good

Service

They didnt collect the car, we had to drop it there. We tried calling at 5.pm to see when they drop the car and no one could give us an answer, so ended driving there to collect the car. really bad service

Service

Car was serviced and parts replaced quickly.

Service

They were very good when I dropped of the car and found an alternative telephone number when the one I gave them a wrong number. However had to hang around quite a while when collecting the car.

Service

Waited 45 mins to checkThe fake tanned receptionists are simply rude The cost the spare part was extraordinarily expensive It was ordered in July, not arrived in November

Service

I had to wait 45 mins to be seen at drop off and 30 mins to be seen on collection. There were not even that many other people waiting with me just a lack of BMW staff available

Service

Helpful staff. Let me know what was happening. Had to wait quite a while for the vehicle to be brought out

Service

CALLED SEVERAL TIMES NO CALL BACK RECEIVED

Service

When it came to trying to pay for the service in order to have my car returned, it took multiple phone calls that were either not answered (main reception and service dept) or passed on to various members of staff who were not helpful!

Service

I had to keep following up with numerous phone calls to make payment and car to be delivered back, after car service took 5 days. Each time I had to wait 15 min only to be able to leave a message. It could have been avoided if staff called me.

Service

The actual work on the car was efficient and prompt. But a 30 minute wait to be talked to is totally unacceptable.

Service

Requested simple MOTWas not completed on day of request and on the rebooking my wife had to waiting 90mins to simply pay and collect the care

Service

No phone call to inform us that the car wasn’t ready until the following day. No notice of any items that should be fixed or repaired on invoice. E.G. brakes discs, padsService just does the minimum nothing extra.

Service

System was down so it was difficult to pay and delayed completion

Service

The salesman (Steven Barden) helped us find a car according to our needs and was not pushing to spend more. Once he understood what we wanted, he helped us with the right choices. He was also very informative in explaining cover and car differences

Service

There really aren’t enough characters available to explain. I’m still waiting for the customer service manager to call me back, which has been promised many times, but never happened.

Service

Fast efficient service, friendly and helpful staff

Service

I called everyday for 5 days just to get an update on my vehicle. Never heard anything until it was done. There is a communication issue with the front of the house staff.

Service

the car was usable but staff did not think to release it pending delivery of a part with a 10 day lead time; I was not informed when the part came in; after completing paperwork it took 30+ minutes for the car to be handed over.I could say more!

Service

Excellent service

Service

Only downside was lack of communication about the job completion

Service

Service dept guys more interested in chatting to each other than seeing if I was happy. Expected work to be 1 hour, after 1.5 hrs, asked where my car was & was told it takes over 2 hrs! Adam in finance took pity on me & made me a tea-machine broken

Service

Poor communication, slow work, let down on replacement car. No-one seemed to care.

Service

As above - why is the service light still showing - has the service been conducted effectively?

Service

The problem I took the car in for was fixed and I found the customer service for this from Ashley Duncan excellent. However I am experiencing a coupleof other problems with my car over which I am in dispute with the customer service manager.

Service

Not satisfied. Firstly booking has now to be done via Norwich why?Taking my car to be serviced it appears the number of cars booked in and the number of technicians is not properly managed, so delays in collecting your car & staff not able to cope.

Service

The car was collected, work done and car returned without any problems

Service

We experienced a complete lack of communication from our customer service ‘engineer’. He seems to lack of any required customer services skills: he failed to listen, communicate issues, or adequately deal with our insurance company.

Service

I was left waiting for nearly one hour to collect my car (which I had been told 4 hours before was ready for collection). Reception was disorganised with notes being taken on post its. Turned out my car had been blocked in but nobody told me

Service

Read the above carefully. It’s completely disastrous

Service

Good customer service overall, friendly staff and the work was completed in time.

Service

Great team of people at Thames Ditton, from Reception to Service to Sales . Even though we live in Weybridge we use Thames Ditton!

Service

Frustrated that I booked in for a while you wait service, turned up 10 minutes ahead of appointment. Was not even spoken to by service consultant and car remained parked up till 35 minutes after appoinment time!

Service

...(cont) I was told that I would be phoned in the afternoon with a progress report. I was phoned at 5.15pm and told that they would need to keep the car overnight.The following afternoon I walked into Cooper Thames Ditton, paid £550 (net) for a tbc

Service

It was a service. To receive an ‘excellent’ I would have expected something outstanding to have happened. My car was serviced. I paid the bill. I left.

Service

Service on the 4 occasions i have been there has been terrible. Booked a loan car every time, never got one, always have to call (hanging on a very long time before anyone answers) to chase. Just really poor service for a premium product and price.

Service

The service was carried out very professionally. However for the 3rd time running at BMW Thames Ditton I requested a loan car that I was told on the day was not available.

Service

Car not ready when it should have been and upholstery soiled.

Service

It seems that there is a shortage of service advisors, I had to chase repeatedly for updates. The phone rang out regularly with nobody answering and I wasn't called back when promised, even when I was due to collect my car within hours.

Service

see above. In addition at 11am the service manager rang me to ask for approval for new brake fluid to be done, so to avoid the next service, i left a message saying yes, presumably the switchboard did not give the message as the work was not done.

Service

Booked the service one month in advance with a hire car and on the day there was no hire car available. This happened last time though in that case the hire car had been cancelled though not by me.

Service

Essential work to the car, which I confirmed on the phone, was not completed. Car was not delivered back to me until the following day with no call or explanation about the delay

Service

Good experience. Polite and knowledgeable staff

Service

Friendly an helpful as always.

Service

While Car was being serviced it had an alloy wheel damaged. A fortnight later needed a new tyre following recovery to Coopers after a puncture. Coopers fitted the wrong tyre - fitted a run flat instead of normal like the other tyres.

Service

They fitted fitted me in even though I was late for the appointment and they were very courteous

Service

When I arrived I was told the car was booked in for the day before. This must have been an error on the part of BMW as I needed the car all day the previous day.

Service

Everything went smoothly what else do you want

Service

Quick. Polite and efficient.

Service

No updates it was me doing all the chasing via phone did ask for the manager to call me but never has

Service

As above also micro filter without notice

Service

On every occasion that i have visited or contacted Coopers they have gone above and beyond expectations to ensure I remain a happy customer

Service

Service manager under extreme pressure that day but got the job done for me. He is an asset.

Service

As above. I booked my car in for the 21st September for work to be done. I took a day off, lost a days pay and had my vehicle returned without the work being carried out due to lack of time. Car not collected as arranged

Service

Excellent service - see above. I feel I can totally trust your service staff to give me best advice and to carry out the work efficiently and effectively.

Service

Carried out the work required

Service

I asked for an MoT test but this wasn't done.

Service

I have left a review on trust pilot along with many other unsatisfied customers. Have had problems with my car ever since I took it there. It is still not right and will be emailing bmw head office about it again.

Service

to the other receptionist! What driver, I will call you a cab! Blah, blah, blah. Guy took me to Mini and shouted at the receptionist there - sort him a car out! He then informs me once other guy has left that they don’t have any. No drivers either. I

Service

Very good support from Andrei who went the extra mile to support us

Sales

I was updated regularly about the progress of my purchaseI was even sent a preview video which was very exciting

Sales

nick day was so helpful

Sales

Great showroom, great staff, availability of cars to test drive, helpful and welcoming reception staff - always put me through straight away. Great sales approach - engaging, clearly "love the product", delighted to help me make a great choice.

Sales

They did everything they said they would and managed to deliver my car earleier than expected.

Sales

Great service and well looked after for all visits

Sales

Easy process

Sales

Straightforward, good communication and a thorough handover

Sales

When at the dealership I was always treated very well. However, when there were issues over the phone it would take ages to sort.