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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.

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!

Service

Very dissatisfied when at the centre but I spoke to sales manager afterwards on the phone.

Service

Because I was very satisfied!

Service

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.

Service

Everything was done as explained and on time

Service

Terrible customer service - issue still ongoing

Service

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!

Service

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

Service

Had to wait longer than I was told

Service

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.

Service

I waited 3 hours for a service and only whwn I complained to a manager, was I dealt with.

Service

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

Service

Very poor service. Booked courtesy car and took the day off only to be told no car available. Car was returned filthy!

Service

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.

Service

Have been going to them for years and have had good service from them

Service

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

Service

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.

Service

when finally getting a tyre, they then realised there tyre machine wasnt working and had to get quickfit in

Service

Work completed on time with no fuss or complications

Service

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

Service

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...

Service

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.

Service

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.

Service

Moved timings to accommodate my personal timing constraints on that date

Service

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.

Service

Job done on time and staff very obliging

Service

Cooper Thames Ditton better than it has been, but still room for improvement.

Service

It was hard to get an appointment for my car in the first place.

Service

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

Service was appalling and staff would not even care that I asked over and over when my car would b ready

Service

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.

Service

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.

Service

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!

Service

as described above. not a singe follow up from service or customer manager to apologise for the situation or explain why it occurred

Service

A very good offer of winter check and nice brolly!

Service

Only problem was it took longer than advised

Service

There was a a long wait to be seen by a service representative ,you must have a personal problem

Service

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.

Service

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!

Service

Good service and collection / drop off

Service

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.

Service

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

Service

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'!

Service

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.

Service

Shocking. Didn’t return calls, no invoice (albeit no charge), couldn’t explain what they’d 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.

Service

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?

Service

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

Service

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?

Service

Car went in for an accident repair but had to go back four times for errors to be fixed.

Service

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.

Service

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.

Service

Booked in for 8, doesn’t mean 8 more like 9.And I now need to go back to sort the service light because they never changed it and now it’s red telling me it’s time for a service, 3 weeks after I took it in.

Service

Service was undertaken to the promised plan.

Service

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

Service

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.

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

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

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

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

Service

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

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

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

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

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

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

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

In short Neil Barnes, no hard sell it's like buying from a friend.

Sales

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.

Sales

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.

Sales

The ordering was straight forward and pick up again was very straightforward. Both rep's were very knowledgeable and patient throughout both processes.

Sales

The hand over was not of the quality that I have experienced previously

Sales

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