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See my previous answer
Disconnect between Service Booking and Centre
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.
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.
See above - it was completely shambolic
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.
The service was completed as I was told by midday but sadly my experience was blighted by the loss of time at the start.
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.
Again I refer to the fact that it's a real task getting through to the local dealer
Long queue, only one person behind counter. It took over an hour to collect car, no one available to move cars around.
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.
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.
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.
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
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.
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.
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
Call Centre Advice; 1.5 hour service duration and car wash Cooper Advice; 3.0 hour without car wash !
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.
I already have a complaint letter in draft but in summary: Rude staff Unreliable service Overcharging Inability to ever get through to anyone ever
Not one person called us for the duration of our car being at the garage and we did not receive one call back either. Requests to have the car back were flat ignored. No one in service EVER answered the phone. Had to call BMW customer complaints
It is generally impossible to reach anyone, details are not recorded/passed on and there is no customer service.
difficulties communicating during service and too long to wait to pay and collect keys
See my response to your first question. There are always too many vehicles on this site and the lack of response from advisers and managers suggests fundamental problems with the way in which the operation is managed.
There isn't any Customer Service!; MOT booked with Dealership Mon 25th Feb 19 and Cancelled by Dealership 2PM on Sat 30th March 19 !! Hard to tell if Service/MOT bookings are actually being handed-off elsewhere, but that is what it seems.
Had to wait over 4 hours to get car serviced.
Despite the inability to coordinate a booked service, ultimately, my oil change and maintenance check was fine.
When i first booked it they turned me down saying there was no space so that ruined my whole day i lost out money at work as-well as not getting my service done then rescheduled for next week then when i was expecting to get a courtesy car
Had to call the service desk about 20 times before somebody answered. They couldn't help but said they would get someone who could to call. Never happened.
Under staffed and poor communication! False advertising regarding loan vehicle as was told on the morning they don't have one? Even though I booked my service 3 weeks in advance!
the car has not been service as needed. the warning "service 5/2019" still appears on the dashboard. The brake fluid has been changed; but the hood did not have any indication it was opened. the car was left whole day Friday but was looked at only ..
Only giving it 1 star because zero is not an option. To reiterate, I actually felt sorry for the few remaining staff who simply couldn't cope.
I was pleased, however, it takes more than 90mins stated by the service rep, I end spending 3hours or more each time. I had a service in Jan 18 and it was clear that the rear brake pads needed replacing, instead of doing them I can back 1 month late
records were not up to date final paper work wrong
My fist cat went for MOT and again good and reliable. But my second car went for adding bleu liquide but I had to purchase 6 bottles went actually it needed 3 and then I have to store 3 bottles ( quite bulky)! So for 2nd service my rating is 3 stars.
Continued from above: the manager never called back either. After having tried so many times to get simple quotes I am at a loss how to proceed short of going elsewhere.
This company cares more about selling cars than giving by sort it aftercare or service. They never ever return calls when asked and their attitude is totally uncaring. Dreadful. The whole management team should be changed.
Dreadful almost non existent customer comms. No one picks up service phone, on occasion was cut off. One call about a delayed part after I'd called repeatedly to find out where my car was. VW know about customer service. Ask them if you need a tip
On the previous two service occasions, many things fell between the cracks.... I complained and they seem to have listened and addressed my issues.
See above comments. Customer satisfaction and proper communication seem to be the last on your list.
Booked in for service & mot on a Friday, was told at drop off I could pick up car before 5.30pm same day. Came back 5pm saw my car was still up on the ramps. Waited 30mins to be told MOT would be done next day. Really poor at keeping me updated.
The service experience at Cooper Thames Ditton was very poor. Commitment to delivery of car after service was not met, poor communication-not very easy to reach service representatives/people, lot of time spent on telephone with no proper response.
Taken 9 months to resolve small matters and still hasn't happened have to email a number of times to get a response
No reception when I arrived 90 min service was over 2.5 hours and I was told that only the call centre says the service is 90mins !
No customer service, car scratched several places, long wait and no call to say no loan vehicle available even though booked 2 months ago
The one thing I wanted from my visit I didn't get
After 30 years of using Cooper Thames Ditton I've never had a worse service experience. Car park jammed, no help or guidance as to what to do, kept waiting for service personnel, car MOT and service not completed on the day. Very bad experience.
Staff on site were friendly, helpful and apologetic, but it was very difficult getting hold of anyone by phone to find out if my car was ready.
Rubbish. No Customer Care, you leave them in the dark when it is not our problem but yours that your machine does not work. Absolutely disgusted with the lack of Custer Service and that the fact I had no car for nearly 48 hours and this has cost me
Booked a fast track service, took an hour to check in even though I arrived 3 hours before my slot, was told to collect car at 5pm, didn't leave until gone 6.15. Even though I had a full service carried out they did not reset the service intervals.
It took me approx 1 hour 45 minutes to retrieve / collect my car;30 minutes spent just waiting to be seen by a service advisor and staff members couldn't find the car keys that was in the way, blocking my car in the carpark.
À break warning light les me to book a service. Some break fluid was provided but the car was returned with the warning light still on after 4 days and absolutely no way to talk to anyone in service
Trying to get to a person who actually had the information required was a big problem Both times my curtesy car was cancelled at the last minute causing me a great deal of inconvenience
Above reasons. Not a 1 because Berrys Chiswick was even worse last year!@
completed on time while I waited but problem with getting away from car park
It took about 3 weeks to check warning oil light, I called after 10 days and they had not even looked at the car yet. I also raised a couple of other issues to the main service center and CTD but they were not taken care of.
Quite simply the concept of customer service seems entirely alien to anybody there. We seem to be an inconvenience.
Parking problems in AND out. MOT system was down. However these not the staff's fault. The MOT was outsourced and the service was completed. Thanks especially to Joe in service and Ashley in reception. Very well done chaps for engineering things!
last year we had the car picked up for the service. No communication on timing and the car simply was not returned when promised and kept overnight without explanation or notice. this year we delivered the car, again timings not kept
No parking had to just abandon car in the car park Had a booked while you appointment for oil service, greater by the receptionist to be told could be two hours as they were busy.
My car was in for it's first MOT and end of warranty check. The MOT passed but I was not given any report on my car so I don't know if any end of warranty check was carried out.
As mentions in previous question
Satisfied with the service process at Thames Ditton BMW
Quite easily the worst service experience I have encountered. Complete lack of engagement on where my car was at delivery time. Delivered around 1pm the following day with no explanation for delays and no responses to numerous calls.
My last service was a Fast Lane appointment booked in advance found me having no booking I guess as I was not in the system even tough I came in branch and they confirmed 1 week before On the day I had to stay 3 hours for Fast Lane!!!!
Done in good time
I love the cars and have bought BMW as my past 3 vechicles. The customer service / care however is just awful. After buying my recent bmw out right I was hit with struggle after struggle to try and put a few small problems right. I wasted time and mo
Chaos getting parked. Not enough spaces. Pain trying to get through on the phone
Not very. - initial service cancelled - car got dropped back at 830pm and that was after I insisted I wanted it back - car still dirty even though it had been valeted - phone charger missing Called to complain, still not heard anything.
Thames Ditton branch is worst. My car was booked in for Tue and was not looked until Fri. No one picked up calls in the service line. Even if they pick they do not pass on the message or action is not followed through. Would never go even close to it
Because the work was done and questions answers in time quoted
It was just to replace a wing mirror but the car was kept for two weeks. Telephone communication was impossible and I went in 3 times to ask what was going on. There was no communication between departments so the job was "lost". A very poor service.
Please see above. I have used Cooper Thames Ditton in the past many times and never experienced this; it has been much better in the past. Has there been a change of management?
Promises not kept and despite calls and texts I felt ignored until the threat of returning the vehicle.
My service was done in February 2019 ans still technicians did not updated board computer with new data.
Lack of communication. No one returned phone messages. Had to contact Service manager to get response.
carried out to an agreed time and returned clean & fresh
Easy to book service. All went as planned.
I was delt with by sandra, she was very pleasent and professional. Keept me up to date
Booked well in advance so I could have a loan car while my car was with you. I was told an the time of booking that absolutely I will have a car for that day, then receive a voice mail on the night before day of service saying " no car sorry"
Had to rearrange for further follow up appointments which kept getting canceled the CTD.
I took the car in for MOT in Nov - I drove home & an engine warning light came on the display, it took me 3 wks to get my car booked in again to rectify this new problem. Even when cust service emailed the managers, still no one rang me bk for 2 wks
You allowed my car to fail an MOT despite knowing the rear tyres were defective. You then quoted me £950 for 2 rear tyres that I managed to purchase for £390 from Kwik Fit. You then blamed your supplier for the excessive cost. Price fixing maybe?
See comments above - poor levels of service and no follow-up to apologise or offer to make amends afterwards, even though all of the points had been posted in feedback immediately after the event and the feedback was acknowledged.
As I have just explained very poor communication but the staff were trying to do there best it was just manic with the number of cars and customers they had to deal with.
Undertook to complete service on the day booked despite number of cars booked in.
Problem with car not resolved and i had to take it back. It was agreed that car would go in for a few days for investigation and service rep would contact me to arrange. Four weeks and a number of emails later I still haven't heard from them.
Same reasons as above - happy to discuss if you require further information Or will this be like the service at the dealership - ask but don't really want to know?
You emailed me regarding changing my brakes (only have 400miles left). I don't know why you didn't phone and ask if wanted them changed as part of the service. I called, but no one phoned back. Now I have to rebook 4 weeks later! Very frustrating.
I found the booking system very impersonal i couldn't leave any details about the car pick up i had to drive the the branch to confirm the appointment and where the keys would be, i had other issues as well
The first booking made failed to turn up to collect my car. There was no communication to me about this at any time during that day. My lease company Lex Autolease we're unable to contact the garage after trying for a full 20mins! Had to book again!
Promised a courtesy car and then cancelled on the day
No communication. Didn't return my car, had to call the police.
disgraceful service is a complement for this dealer. I tried 6 times to contact the service department but no answer. Was charged 100 pounds more than quoted online for the same service, no contact from service manager to discuss despite email & call
Did not meet expectations on the day for time taken. On a positive the reception staff were very friendly and welcoming and all staff in the show room were very engaged and friendly with my son. Also nice to see the video clip of the car being servic
Fastlane service & price confirmed by email. Dealer tried to postpone it by a month. Was told Fastlane not possible, but would be done that day. Car not ready until next day & tried to charge me over £100 more than quote.
On the day I put my car in there were 60 cars waiting for collection - Ashley the service manager helped - very impressed - On collection at 1430 on a Friday afternoon - The process took 45 minutes and I was late for a meetin
Positive surprise that recall issue was completed at the same time
1.firstly, my booking was not in the front desk list 2.they just sent me a video link showing that they are working on it but no further communication 3.when went there the day after to pick my car up, there was confusion on where the car is
Still waiting for second key! (5 months)
car was delivered back a day late , poor / no communication
The service we received was really bad. Sent my car for major servicing and MOT and they still havent replaced the rear side light and havent even noticed. Will not be using cooper thames ditton again. Very poor management
Whilst I was extremely dissatisfied with the customer service, I am happy with the work undertaken to my car, otherwise the score would've been the lowest possible. It's a shame this is the only local BMW servicing centre that is close to me.
I was abandoned waiting and then (after 3 hours) informed the car was ready and was going to be taken outside for me to collect...I went there and I had to wait 20 more minutes for the car to arrive.
Book car for 90 min service at 8. 12:15 it's ready. No apology
I am happy to have my car serviced at Cooper Thames Ditton, the staff there are always courteous friendly and helpful. The reason for a lower star rating is because access to the premises is often compromised due to lack of space.
Total shambles. 45 minutes past appointment time before seen. One hour and 30 minutes kept waiting at pick up. Suits just walk around ignoring clearly aggravated customers. Service personnel are either overwhelmed or don't care.
They make drama out of leaving a car and a key
Dreadful customer service, no detail of what was done during the service and I could question whether the service was actually carried out. Car was due back the same day that it was collected, was never returned and NO call.
Only problem was the long delay in getting my car delivered back to me after completing payment/paperwork. It took about 30 minutes as it was parked behind 3 other cars which had to be moved first. Otherwise everything was fine.
Poor customer service, next to impossible to reach the service department over the phone in order to get updates.
On arrival at 8.40am I found the car park full and a BMW driver parked my car for me. I then joined a queue at reception for 15minuites to register my car. I was asked to sit and wait, I did for 20minuites to register the car. A taxi was then called.
Very helpful staff. Did not have to wait long and was very happy to receive a copy of the inspection video.
Damage to car from the Service Centre on two occasions now. No apology. No phone call response to complaint. No response after escalation by Inchcape. Friends who also have BMWs have had poor experiences... we will all look elsewhere for servicing.
The car was lovely. It was handed over in amazing condition.
Again, Andrei made the experience fantastic.
Very positive customer experience
Excellent service from salesman James Barriskell
Fast, efficient and friendly.friendly customer
It was all down to the fact I had a wonderful salesman, James Barriskell. I have been with BMW for many years but James is by far and away the most genuine and helpful guy. A real asset to the company.
Poor personal assistance (thames ditton). I prefer dealing with park lane, however recently they did not seem that keen to sell me a new car. Ignored me again.
I got a good deal and the sales team were helpful however at first I felt a little pushed into buying a particular car they had in stock, rather than ordering a new one. I did get the car I wanted albeit with extra options I would not have chosen.
Excellent no problems. Car was delivered within anticipated delivery date.
Adam Basheer provides 1st class service, a true ambassador for BMW. Very knowledgable and makes the whole process so easy.
The whole experience left me feeling like I had to chase Scott, even for the initial quote as my details were lost. The only time I was phoned was when someone wanted some money.
Felt the team under David Mchugh looked after me and made sure it was a good experience.
The car is good and the sales personnel is okay, but the financial service is terrible and badly managed. No consistency and lack of communication between service centre and BMW financial service.
We are very grateful to Scott for helping us choose the model & specification that was right for us. Given our ages & the fact we had not changed cars for 24 years that was no easy task!
Andrei, Adam and Carlos went above and beyond to make sure I was given the best experience.
Able to accommodate our requests without issue