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The actual service and the people I met were very good
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.
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.
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.
The staff and service at Cooper Thames Ditton is top notch, always a friendly reception.
Car fixed under warranty, they kept me up to date with progress and supplier a car rental to my door
Completely hassle free process, car collected and returned fully washed and cleaned within times stated.
Long wait till I can get my car back.
Very hard to book inHad a safetybissue on oproduct recall
Easy drop off, Car was delivered home, and price was expected - no surprises.
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".
Car not cleaned and late delivery back which we had to chase
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
CALLED SEVERAL TIMES NO CALL BACK RECEIVED
Helpful staff. Let me know what was happening. Had to wait quite a while for the vehicle to be brought out
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 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
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.
System was down so it was difficult to pay and delayed completion
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.
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.
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
Fast efficient service, friendly and helpful 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!
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 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
Only downside was lack of communication about the job completion
As above - why is the service light still showing - has the service been conducted effectively?
Poor communication, slow work, let down on replacement car. No-one seemed to care.
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.
The car was collected, work done and car returned without any problems
Read the above carefully. Its completely disastrous
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.
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.
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
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.
...(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
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!
Great team of people at Thames Ditton, from Reception to Service to Sales . Even though we live in Weybridge we use Thames Ditton!
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.
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.
Car not ready when it should have been and upholstery soiled.
Good customer service overall, friendly staff and the work was completed in time.
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.
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
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.
Friendly an helpful as always.
Good experience. Polite and knowledgeable staff
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.
As above also micro filter without notice
Quick. Polite and efficient.
Everything went smoothly what else do you want
On every occasion that i have visited or contacted Coopers they have gone above and beyond expectations to ensure I remain a happy customer
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 manager under extreme pressure that day but got the job done for me. He is an asset.
No updates it was me doing all the chasing via phone did ask for the manager to call me but never has
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
Again, every time Ive been into the dealership I feel like Im not valued and Im causing them problems that Im left to resolve myself. Ive been promised so many things that have not been fulfilled
I had to reschedule because the requested loan car was unavailable.
picked up my car, did the job, returned.
Very friendly staff and as above good, quick and efficient service,
Always the same excellent customer service. Always give good service
not calls received - I had to call them to find out the latest status just before end of the day.
service fully explained
Twice had to call in late afternoon to find out what happening with vehicle. Eventually called back and told job done. Kept waiting 15-20 mins by absent manager when I arrived at Service centre. No apology and pretty cursory treatment over paperwork
We booked weeks in advance to have a courtesy car for our appointment but were only called less than 24h before our booking to say that the courtesy car was not returned. My reason for booking is still outstanding.
Work completed in just over 24 hours. New tyres fitted out of hours and therefore car not available at end of day. Paperwork arrived in post more than a week later. Expected first class post within 1-2 days
At the last service, I reported a slow puncture and a nail was found in the tyre. This was replaced under the insurance I took out. However, I soon found that the new tyre was seriously underinflated - close to only 50% of the correct level.
Because they could not find my car so had to come home via a taxi
'Did what it says on the tin'
Very attentive staff
Although the engineer was friendly the whole service was let down by poor initial service and delays in informing the engineer I was waiting.
I have not been to Cooper Thames Ditton for many years- I found the staff to be arrogant and generally unhelpful and customer service non existent
I have always been a very satisfied customer but not this time. I did not like the way I was advised about the costs and then reduced it again. It did not look or sound professional.
No hassle and great customer service
Service handover was quick and efficient.
I feel valued and looked after by Cooper Thames Ditton in all my experience of dealing with them over 20 years
It took me some time to get the car checked in for the MOT. The communication between the person in charge and myself was poor which resulted in me collecting the car the following day. It took over 2 hours to get the car checked out!
Unreturned calls;unanswered emails;same fault recurred in 25 miles;estimate for the new work (brake warning lights and a faulty driver's window) totals over £390 ON TOP OF £99 for diagnostics. Advisor unduly concerned with ensuring 'mechanics bonus.'
The level of service provided by Thames Ditton BMW was extremely poor from the moment of my arrival in the recovery vehicle. Through their ineptitude, I ended up waiting three days for the return of our BMW, and had to collect it myself from Kent.
Good friendly service.Accurate estimate of when vehicle would be ready.
Very helpful service assistant who arranged prompt attention to correct a fault and good communication from the service team who also resolved the problem efficiently.
Efficient, courteous customer service. Service completed on time. Minor problem - the next service due counter was not reset after the service, necessitating a brief return visit.
unresponsive - never returned calls properly and didn't do the job i asked for - and charged me a fortune.
PLEASE READ ABOVE! BMW SAID MY BLUE TOOTH COULD NOT BE FIXED HAD TO BE REPLACED AT A COST OF £1500 PLUS - A friend of mine that used to work at BMW CLEARED THE MEMORY AND RESET MY BLUE TOOTH ALL WORKS FINE NOW
it took a long time waiting in reception to see someone to drop of keys and to pick up car
The car looked great. It was all good except that the car had been cleaned and something was all over the bonnet. I had to clean it off once I got home.
Fault rectified and health check given, together with future recommendations.
Everyone I encountered was efficient friendly and helpful. Especially Joe, the mechanic who serviced my car, was highly efficient and competent. Outstanding-I thoroughly commend him. Thank you.It was however not a cheap service but my M3 is s delight
staff efficient and friendly
As above and also when I spoke to customer service on the phone, they were unable to find the documents for my car when it was with them in the garage and I was told different things by different technicians about the wear on my tyres
Took car in for a service which was supposed to last just over 2hours and took 4.25hours. The chap dealing with the car didn't seem to know how long it would take, and did apologise but couldn't help at all.
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.