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Car not cleaned at end of service even though I had been telephoned to say the service had been completed. Took 30 minutes for the car to be retrieved from the service area by service staff "due to it being blocked in".
Solved the problem helped with any additional questions provided above expected customer service
I have not received any update or a quote regardless that I asked for it
Again, having to spend well over half an hour to get the car booked in is not something I expect from BMW.
Took almost a week and the issues still exist. Car left dirty (mainly outside front and back)
A part was needed to fix my tailight problem taking a couple of days. I phoned at 6.15 pm to find out about progress and the message said the office was shut, leave a message. However your ansaphone didn't work! Your website says you open 8.30-6.30!
A service appointment required 3 tries as a loan car was promised and then cancelled twice with only a days notice. BMW croydon didn't even wash my car after the service which is very poor given the £330 cost
Not very organised. Spent 10 minutes standing around waiting to be seen. Poor customer experience.
Kept up to date with progress
Repair service is good , but car wash service very bad .
As explained above, the Cooper Croydon customer representative in the service department, Adam Hodges, could not have shown less care or consideration when faced with a customer complaint. Very unprofessional. The service itself was fine otherwise.
Call 3 times to fix my wing mirror with the service but part wasn't ordered. Very frustrating specially calling 3 time to get the part ordered and still it wasn't done.
Poor customer service
Customer service level has dropped at this dealer in recent years in my opinion. How well you were treated there was all part of owning a BMW in my view. Now it is no different to the experience in a Ford or Vauxhall dealer.
The car was serviced and it passed its MOT I took it in at 7:20am had a video at 2pm saying the health check had been carried out and all was ok..... but what about the MOT and service it was in for?
Length of waiting time. Arrogance of person serving me.
in addition to the above when my wife was seen by someone she was asked if there was any issues and advised there was a problem with the drive chain as the warning light had come on. The person said this would not be checked as you were not prewarne
Don't know what has been done to the car.
Staff are rude and no one comes up to you in show room to ask if you need help
Felt disappointed with the service, just wasn't what I was expecting. I'd say was average and not at the same level of quality as the car
Very easy to deal with and they keep me updated on events.
Initially i was told that i won't be getting my car back due to the investigation i have requested. But when I get my car back after 3 days It was just serviced and they failed to perform the investigation which was used as a excuse to delay my work.
Brought my car to do recall instead of having my car one day as promised car have to be 3 days and it was two bolts to change an alternator.
Not organised properly
Lied to, ignored and received absolutely no apology.
As per above
My car was in for 10 days, 5 in a queue to be seen, there were no obvious issues other than a potentially loose battery cable and it took time for a technical engineer to test run it. Communication was poor and phone not answered, just hangs up!
Received terrible service on 2 separate visits. Made a complaint via email to Cain and Matthew (10th March) which was ignored by the customer care manager Cain Cruz and service manager Matthew Cullen. No report or video inspection was given.
Service engineer failed to mend seal around door that I mentioned to them when dropping the car off. They claimed that they could not identify the problem- it was very obvious even to a non-expert!
It was done on time and, as far as I can tell, fully executed.
On more than one occasion we have had to chase Cooper Croydon to find out why they have missed collection times and follow up calls/visits
Service was excellent and the car was returned clean.
On collection at 6.30pm I was asked '' do you realise we close at 6. You are lucky there is someone here! The car was not cleaned even after 4 days. Reason no cleaners!! Very poor customer service!
I had to do all of the chasing to find out the status of my service, strange how the video of my car came through while I was chasing up!
Arranged for Fast Track appt to fit battery. Arrived 8.30 waited (along with 3 other people) job completed at 11.15. Questioned why so long, told your central booking gives everyone the same time slot. Better not to offer service if can't provide
Sales person wasn't t very helpful
13 months later my issue has still not been solved!
Mica in the service department demonstrated great customer service and comes across as a very genuine person. Despite the challenges on that day of being extremely busy due to a BMW recall, Mica ensured my car was serviced on the same day.
As mentioned above.....the staff at Coopers Croydon really couldn't care less and it sterns from the man in charge all the way down.
My complaint was not dealt with immediately. After contacting Inchcape I was put in contact with Matthew Cullen who met me to understand my complaint and try to rectify the situation. Cooper Croydon have acknowledged that my experience was very poor.
Car went in with three faults, three and a half weeks later I picked it up with two faults remaining, I paid an independent garage £60 to fix one fault, showed them the fault code print out and was quoted a price to fix it. Why can't you do that ?
Looking for a test drive in an i8 Was messed around by the sales team Utter waste of my time
Friendly staff, nice waiting area. Informative about the status of my car. Reasonably priced MOT and good advice on what I needed to get done. No service parking available, no queue system at the service desk and a bit of a delay in waiting times.
Asked to go away and come back when sat nav init has completed failed even through evidence was shown of the error messages on the computer screen
Car not washed when i pickup it up. Lacked Cost vs Value of Repairs
Poor communication do not return phone call
Initially had a problem trying to make an appointment for a service. Arrived to drop off my vehicle and stood in front of an adviser waiting without being acknowledged. On collection car had not been washed as promised. Attitude of adviser was poor
Takes a long time for people to answer to the phone, tried ringing reception and sales when I got no response from service
As said above, past experiences
I am frustrated not having a service book which would tell me exactly what is covered in a service prior to the service. It is fine to say that a record is kept linked to the key but I would like full access to the records.
Again down to Mr Steve Cutts,made you feel you want to be in your show Room
it was professional and friendly. I feel some of the service options unravel rather than were upfront is my only comment. So I have to always ask 'what if?'
Told service would take a max of 90 mins on booking, service completed, be washed and vacuumed whilst waiting. Took over three hours whilst I waited with lots of other dissatisfied customers. Car handed back with soap everywhere and no vacuum.
If i could give 0 stars i would.
I didn't feel valued as a customer
The guys that carry out the service to our car are great.
Had to wait upon arrive to book car in. Was advised upon arrival that my car had 3 outstanding recalls by the work for these had not been scheduled in and I would need to bring the car back. Car not cleaned before being returned.
Car needed a computer update and was at the dealers for 2 days.
Contd. About the software issues he made me feel very uncomfortable by asking me the name of the reps I had spoke. I tried to tell him o didn't know their names but surely he should as he worked with them. I them showed him the email I had from
Staff were friendly, informative and did as promised.
Car didn't get washed.... Have you stopped this service?
I didn't get a copy of the service history document upon collection of my car + I was offered a car wash, but this didn't happen
Service while I waited and within agreed time frame
Very farrow and quick with service
BAD Client service Incompetence Car worst after service needs many visits to be completed Overhaul bad workmanship Never clean
No wash and valet as explained
As previous answer plus lighting problem sorted efficiently without charge. Service lady very welcoming
The service team is actually useless and rude! There was no correspondence after dropping my car for 4 days and I had to chase it multiple times and had no luck until I sent my partner there and he had to deal with it.
Arrangements were made over the telephone and inconvenience to me kept to a minimum.
Repeated bad workmanship
As mentioned above the experience with the staff at Croydon was very good. The driver who collected and delivered my car was courteous, I was given full information on the service and everything was done as it should.
Initial chat with branch manager was great who had listened to phone conversation with booking team who suggested there was no fee to pay for diagnosis. The manager had then waived the diagnosis fee, and managed to get a BMW contribution for repairs.
- Incompetent, they are unable to fault a car which I have got a 2nd opinion + their own technician have acknowledge there was was an issue hence the vehicle recovered- customer service is POOR - taken them nearly 3 weeks to give me a clear update
I was told that I would be given a lift to the station then had to walk. I was also told my car would be washed and it wasn't.
I ask when booking the car in to check the battery upon collecting the car and enquiring if this had been done was informed did I pay the £99 for the diagnosis as if this was my fault and informed the service that I was not offered this option
Poor customer communications. Spent an entire Saturday morning and most of a Monday morning trying to get anyone to pick up a phone in the Service Department. Eventually got through to a service advisor after assistance from receptionist.
Friendly, efficient and professional service.
All work done as required.
The work was carried out satisfactory
Lack of communication.
Since booking the car in for a service, I was unsure if the reverse warning bleepers were working and asked for this to be checked. BMW was not prepared to look at this problem during the service, saying that the car needed to be booked in again.
I was told in advance what would happen and the service manager delivered on that promise.
No one says hello to you when you walk in, you have to wait over a month to get an appointment with a courtesy car. The sales team are not professional and have a don't care attitude.
Always welcomed and regular client are recognised, communications are clear, the customers waiting area is descent.
Even if I booked the appointment a month before asking for a loan car, a day before the appointment, they call to say I won't receive the loan car, and also it was the second time when my car wasn't washed after being serviced. Not even a wipe over
Cooper Croydon advertised a price match guarantee on all service work if a written quote is provided. On booking, the service advisor and service manager both refused this. I had to complain to the aftersales manager to honour the price guarantee.
The work was soo rushed they didn't complete the job even tho...they called and I asked if its fully completed as I am coming in with my baby. On arrival I has to wait for a long time and then return back to inform them that the work was incomplete.
Other than long waits for a replacement car for booking in my car, the staff are always happy to help. The Head of Business at Cooper Croydon was very approachable and helpful in understanding the issues I was facing and worked hard to resolve them
The service treatment was very shocking. They said car was ready at 1pm. I go to collect the car at 4pm and it wasn't washed. The tyre pressures were not checked, they were extremely low when I checked them myself. They were 1.5 bar each.
The vehicle has now gone in for the third time in less than two weeks! After one visit the battery was left exposed as the cover was not replaced. I did tht myself. The car was not cleaned after another visit despite the serv assist saying it was
They have gone down in my opinion over the last 18 months the attention to detail and customer service is lacking. Witnes on the last service for my convineance I left the car with them for 3 days for a regular service. Took 1 hour plus to collect
Staff were very supportive and friendly
It was attentive, but sometimes too 'salesy'
As stated above. Complaint has also been raised to BMW to get this addressed.
Earliest booking with courtesy car was 2 months away. Courtesy car provided was not automatic so was not useful anyway. Car was returned unwashed and not vacuumed. Car developed fault and was immobilised a week after service. Now without car.
Assistant was very friendly helpful. He was clear in what he required me to do. He took the time to explain the process. He didn't use any jargon or double talk.
Helpful, well informed, courteous, and welcoming.
I was very satisfied with the experience and the demonstration of the car before being able to drive away
Very professional and responsive to questions. Whole process from initial walkin, to test drive to purchase was seamless
Services from Carolina, she was wonderful.
good sales team, good handover. they just need a bit more space for parking
Brilliant facilities and helpful staff
Issues with communication both intra-dealer and between the dealer and me. Promises to call me not fulfilled, failure to respond to my emails etc. This has continued post-purchase despite me drawing it to their attention.
I was in and out within an hour and a half to order the car and an hour to collect my new toy
Caroline is a brilliant salesman.
Couldnt fault the experience apart from waiting almost an hour to do the final paperwork and pick up the car but as it was an event day and i had been warned I may have to wait in advance, this wasnt an issue for me.
the staff were nice and polite.
very knowledgeable, informative
Steve Cutts (sales rep) looked after us from start to finish, the service we received from Steve was excellent throughout.
Sales staff were so helpful I felt extremely comfortable and was able to ask questions. The center was clean and welcoming the layout was very disabled friendly with comfortable seating areas and clean tea and coffee station.
Steve, our sales contact, kept me advised through out the whole process.
Again just have to revert back to my previous answer it was just a all round great experience and absolutely great customer service throughout.
Amazing sales assistant and friendly customer service
See above answer about the finance shambles. Sales cannot be faulted and I would have given 5 stars if it were based on that alone.
Staff were welcoming and approachable.
Regular updates of time scale
Excellent service from Steve Cutts. Nothing was too much trouble and he gave me a good deal. Adele was good as well in sorting out the finance.