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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.
Looking for a test drive in an i8 Was messed around by the sales team Utter waste of my time
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 ?
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
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.
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
Car not washed when i pickup it up. Lacked Cost vs Value of Repairs
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
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?'
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.
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.
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
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.
If i could give 0 stars i would.
Staff were friendly, informative and did as promised.
The guys that carry out the service to our car are great.
I didn't feel valued as a customer
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
Car didn't get washed.... Have you stopped this service?
BAD Client service Incompetence Car worst after service needs many visits to be completed Overhaul bad workmanship Never clean
Very farrow and quick with service
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.
The work was carried out satisfactory
All work done as required.
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.
Lack of communication.
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.
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
Always welcomed and regular client are recognised, communications are clear, the customers waiting area is descent.
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.
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.
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.
Staff were very supportive and friendly
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
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
It was attentive, but sometimes too 'salesy'
As stated above. Complaint has also been raised to BMW to get this addressed.
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.
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.
c) We know your time is valuable so we won't keep you waiting - When I went to pick up my car on Wednesday, I was informed that my car has not been washed and that if I would prefer, I would have to wait 45minutes. Being busy they were unable to wash
While you wait was over 3 hours without wash and vac. Staff offhand and lacking in customer service skills . Not updated as to how service going ,even when I asked. Car parked wrong way to get to exit ,difficult to turn. Bonnet not closed properly .
The work was completed on time and in a satisfactory manner.
This service centre has actually put me off buying a BMW again. Inefficient, minimal customer service, always an inconvience
The bad experience I received from the service department.
same as above - the process has been great from purchasing the car to the service. Team went over and above.
See above. Note I had to travel to Croydon three times to pick up car which was still not ready until Manager offered to deliver car to home on completion.
Very disappointed that they did not valeted as promised. They had the car all day so unsure why this was not done.
Although I had checked prior to booking the service that it was due, it turned out not to be.
Told them about a defect while servicing and still did not correct it and i had to use BMW assistance 3 weeks after they had given the all clear for the car
As above. i think BMW as a premium brand should take care of the experience of its customers. I was left on my own dealing with 2 or 3 parties who were not talking to each other.
They said my warranty check had been completed on the Tuesday and my car needed a part on which had been ordered and would come on Wednesday so I had to get public transport again to work on the Wednesday. Continued below.....
I booked an express oil and filter change for 14.00pm and didn't leave the dealer ship till 16.34 pm way over the 90 minutes time frame.If I had waited to have the car w If for logistical reasons its too difficult to do an express service why offer i
Car booked in for 2pm pick up, no news at 4pm, staff very unhelpful
Everything I enquired about was too much of a hassle for staff to look into. I asked about a citrusy car, which I would expect as standard from a company such as yourselves, and I was told there would be an 8 week wait.
Poor/no communication about ongoing issues
Please see previous answer
All done well, and on time.
Steve, our sales contact, kept me advised through out the whole process.
Amazing sales assistant and friendly customer service
Again just have to revert back to my previous answer it was just a all round great experience and absolutely great customer service throughout.
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.
Keeped me updated, on time delivery
The purchase and delivery was very good
Again excellent customer service which made for a totally hassle free experience
Was well informed with the progress of production/delivery of the car
Because we were 100% satisfied.
Caroline at BMW Croydon is great
It was much too slow. I spent a lot of time waiting for the salesman to answer simple questions because the database application was so old and clunky. I also lost my first choice of vehicle due to a mix up with another branch. Still positive though.