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The communication as regards keeping me informed by the delivery driver could have been better
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.
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!
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
See above The worst is not being able to ring through & talk to any one
Car was back on road within 2 days and i was kept informed to hw repair was going
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
I have an email of my experience that I can send you. Please contact me to discuss
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.
There were no points of contention - i.e. hassle free experience
Poor service experience. Based on bad timing and expectations being set
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.
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
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.
Paul, your dervice rep was excellent. No issues for either of us on the day.
Was told 90 minutes for an MOT. Took 3.5 hours with no updates as to why it was taking so long
No problems. Friendly 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
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
Because the job has still to be completed!!!
Information was good and there seem to be no problems with the car
Problem fixed . When contacted staff are friendly and courteous. They will endeavour to go that bit further than is required to fix problems.
All good apart from Interior plastic trim was left on back seat and not replaced
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.
The actual service and the people I met were very good
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.
The staff and service at Cooper Thames Ditton is top notch, always a friendly reception.
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.
Was not able to resolve problem. Also no loan car when originally booked for one.
Car fixed under warranty, they kept me up to date with progress and supplier a car rental to my door
Long wait till I can get my car back.
Completely hassle free process, car collected and returned fully washed and cleaned within times stated.
Very hard to book inHad a safetybissue on oproduct recall
Easy drop off, Car was delivered home, and price was expected - no surprises.
Car not cleaned and late delivery back which we had to chase
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".
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
Car was serviced and parts replaced quickly.
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.
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
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
Helpful staff. Let me know what was happening. Had to wait quite a while for the vehicle to be brought out
CALLED SEVERAL TIMES NO CALL BACK RECEIVED
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!
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.
The actual work on the car was efficient and prompt. But a 30 minute wait to be talked to is totally unacceptable.
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
No phone call to inform us that the car wasnt 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.
System was down so it was difficult to pay and delayed completion
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
There really arent enough characters available to explain. Im still waiting for the customer service manager to call me back, which has been promised many times, but never happened.
Fast efficient service, friendly and helpful staff
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.
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!
Only downside was lack of communication about the job completion
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
Poor communication, slow work, let down on replacement car. No-one seemed to care.
As above - why is the service light still showing - has the service been conducted effectively?
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.
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.
The car was collected, work done and car returned without any problems
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.
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
Read the above carefully. Its completely disastrous
Good customer service overall, friendly staff and the work was completed in time.
Great team of people at Thames Ditton, from Reception to Service to Sales . Even though we live in Weybridge we use Thames Ditton!
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!
...(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
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 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.
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.
Car not ready when it should have been and upholstery soiled.
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.
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.
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.
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
Good experience. Polite and knowledgeable staff
Friendly an helpful as always.
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.
They fitted fitted me in even though I was late for the appointment and they were very courteous
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.
Everything went smoothly what else do you want
Quick. Polite and efficient.
No updates it was me doing all the chasing via phone did ask for the manager to call me but never has
As above also micro filter without notice
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 manager under extreme pressure that day but got the job done for me. He is an asset.
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
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.
Carried out the work required
I asked for an MoT test but this wasn't done.
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.
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 dont have any. No drivers either. I
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
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.
They did everything they said they would and managed to deliver my car earleier than expected.
Great service and well looked after for all visits
Straightforward, good communication and a thorough handover
When at the dealership I was always treated very well. However, when there were issues over the phone it would take ages to sort.