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ABOUT COOPER THAMES DITTON.

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Andy Amiss

Head Of Business

David McHugh

New Car Sales Manager

Adam Basheer

Retail Manager

Carlos Aguier

Retail Manager

Glen Slaughter

New Car Sales Executive

Lawrence Mchaon

Used Car Sales Executive

Matthew Desiderio

Used Car Sales Executive

Neil Hughes

New Car Sales Executive

Scott Alexander

New Car Sales Executive

Robert Hewitt

Product Genius

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 impressed with the service - even the car washing post mot was poor

Service

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.

Service

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.

Service

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.

Service

Work fine and car fine - just booking and on the day is terrible experience

Service

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.

Service

My car was over filled with oil after my wait And I was made to fell I was undercharged Shock horror

Service

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.

Service

Excellent customer experience.

Service

Convenience. Had to book a day off work in order to visit Cooper Thames Ditton.

Service

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.

Service

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

Service

absolutely awful and not the first time.

Service

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

Service

I already explain in the previous text

Service

Please refer to the answer above, which is self-explanatory.

Service

My car was serviced - the bare minimum. It was over an hour and half delayed. The staff were not forthcoming with information, only said

Service

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

Service

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.

Service

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

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.

Service

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.

Service

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.

Service

Constant delays regarding completion time, granted a booking can be made

Service

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.

Service

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).

Service

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.

Service

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

Service

See above. Also the settings in the car are not restored to those that existed when I took it in.

Service

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

Service

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.

Service

BMW Emergency Service team works well !

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.

Service

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.

Service

A good visit this time, the work was completed quickly while I waited. I have had some less satisfactory experiences in the past.

Service

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!

Service

Good service work and Service personnel - hard to contact and get updates etc but probably reflected in next answer

Service

Driver was unable to start car on collection as he was unfamiliar with car. Warranty check completed but not within a day. On return was told part was ordered as there was a fault (again) on the door. Over a week later no follow up .

Service

Very friendly staff

Service

I had a suspected oil leak from under engine area.The video survey was exactly as I wanted. Nothing seen, and video and commentary sent. Disappointingly , it took 2 days under 4 weeks to get a booking , and car was seen at 1600, tho on site at 0800.

Service

Did as discussed

Service

The service I booked online wasn't the service you gave me, which cost over £300 more than quoted via the app. No one rung me to discuss and I was left with no choice other than to pay at the dealership.

Service

The problem was not fixed.

Service

Because despite writing to Thames Ditton and BMW UK 2 months ago to complain about appalling experience with TD service dept , to date I've heard nothing

Service

Delays, staff not knowing what is going on, difficulty getting through to someone, manager apparently

Service

Service department requested I collect the car when arrangements had been made to deliver it back to my home. Otherwise no problems. See next box below.

Service

You can never get thru on the phone. The Sales people say they'll call you back, they don't. You say you have a courtesy car, you don't. The service personnel leave half consumed BMW branded drink containers in the car after handing it back.

Service

Booked service with time restraints And tyre change Both not accomplished

Service

Major difficulty in contacting service department by phone on day of servicing (6 attempts at calling over a period of 1.5 hours, but no reply). Failure to include MOT certificate with the papers at time of collection of vehicle, causing delay,

Service

Booked way in advance due to non availability of short to medium term slots - disappointing that having booked the earliest time basic service was slow - excuse given was that micro filters not kept in stock and had to be sourced elsewhere - v poor

Service

Same reason, simple, no fuss

Service

Should have taken 1.5 hours to wait for the work to be done, including a wash and valet. Actually took nearly 4 hours - and no cleaning done. By this time we couldn't wait for the cleaning to be done as had to leave.

Service

I had booked my service more than a month in advance in order to have a courtesy car on the day. However, one was not available! The dealership manager went above and beyond to find me one, which eventually happened. This was certainly noticed by me.

Service

kept waiting to collect my car when I had a flat on the car took me 90 mins to collect my car after it was fixed the previous day

Service

Awful. It took much longer than expected. I was not given a courtesy car. My car is still making a noise from the engine bay.

Service

The car wasn't washed. The collection of the car took too long.

Service

No service at all. No one care about you, from the day one you bought your car. Terrible service ever.

Service

Because I came for a service, it took 5 hours and no courtesy car was provided as promised. Also even after the service was completed the technician had not check the brake sensor ( after having to have all new brake pads fitted, at a ridiculous cos

Service

The service was fine itself but having been booked in for 10.15 am the car wasn't returned until after 4.00pm. Previously I have had the car serviced at Stephen James in Bromley and each time it has been returned within 2hrs

Service

I'd been advised that my car was ready for collection. When I arrived at Thames Ditton, I had to wait over an hour to collect my car - they had lost keys to a car that they'd parked in front of mine and then there was another delay in retrieving it.

Service

It was postponed a week because no courtesy car was available on the date scheduled for the service. I wasted half a day going there because nobody let me know. When the service was rearranged it was even worse...

Service

See my previous answer

Service

Disconnect between Service Booking and Centre

Service

I expected the car back on Friday it didn't arrive. One attempt was made to contact me I missed the call and tried numerous times to make contact with service department with no success. I had to get taxi to collect car Saturday morning.

Service

The service was completed as I was told by midday but sadly my experience was blighted by the loss of time at the start.

Service

See above - it was completely shambolic

Service

Apart from the comments above your staff were very helpful. In fact due to a computer software problem which had to be sorted out on top of the service and MOT the car was not ready until 6.45pm. But the technician and service agent stayed on.

Service

The service was fine and the cars faults were fixed under warranty but the car was not cleaned at all when it was returned and it was supposed to be. Also getting back to the service center was difficult given there are very limited bus options.

Service

A catalogue of issues simply too long to list in the space available. The outcome was me eventually speaking to BMW UK who moved my car to Vines in Guildford to complete the repair.

Service

Again I refer to the fact that it's a real task getting through to the local dealer

Service

Long queue, only one person behind counter. It took over an hour to collect car, no one available to move cars around.

Service

Called Thames Ditton over 10 times & left messages to reschedule the service but never received call back. Called BMW bookings got cut off & the booking hadn't been made. Person I was speaking to hadn't left notes about the call. Car not cleaned.

Service

We struggled to obtain updates on the servicing and time when the work would be complete. Despite spending over £1000, the car did not have a complimentary valet so you could see the chalk on the new tyres and we have concerns with the balancing.

Service

Really helpful - a nice bunch of people. It is the first time I've been to Thames Ditton and I will definitely choose to go there in future.

Service

Reliable service

Service

I was given a rental car as per our agreement with BMW Assist. It has now been over a week and I have not had a call or notification to tell me that my car is ready - And this was a TIRE CHANGE Contacting BMW Cooper Thames Ditton is near impossible

Service

The car was returned to me at 7.30 pm, not 5.30 as promised. The car was not cleaned. No MOT certificate and check list was given to me even though an MOT was carried out. The certificate was not delivered to me at my office on 23/4 as promised.

Service

See above. They give the impression of having given up on trying to provide a good service. People wander about, appear from the shadows.....reception should be manned until the business closes each day......the staff seem lacklustre and overwhelmed

Service

Call Centre Advice; 1.5 hour service duration and car wash Cooper Advice; 3.0 hour without car wash !

Service

I heard from nobody about the status and had to visit there personally at 7pm to collect car as I needed it for holidays starting next morning. On arrival i panicked as nobody was there except cleaners. Thankfully it was being dropped then at home.

Service

Having to wait for ages to pick up car after it was ready due to insufficient customer service staff then compounded by the technician taking my keys home!!! Last week was not the first time there has been a long wait to collect my car.

Service

I already have a complaint letter in draft but in summary: Rude staff Unreliable service Overcharging Inability to ever get through to anyone ever

Service

They did everything that they said they would

Sales

All went very smooth from start to finish

Sales

Excellent communication, no pushy sales.Relax and friendly approach Very knowledgeable and answered every query with a kind and reassuring manner

Sales

I am here to express my feelings buying the new car okey. There are so much to do about after sales and service.

Sales

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.

Sales

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.

Sales

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.

Sales

The car arrived early the handover was very professional and the aftercare was very good from both Adam & Glen

Sales

The car was lovely. It was handed over in amazing condition.

Sales

Again, Andrei made the experience fantastic.

Sales

Very positive customer experience