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ABOUT COOPER CROYDON.

Find out more about what we do and our team.

Meet the team

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David Jones

Head Of Business

Lee Jones

Used Car Sales Manager

Matthew Hartwell

Aftersales Manager

Quinton Manuel

Parts Manager

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.

My Bonet was left open and I had to emergency stop my car when I realised as the car bleeped. Your workers never ever ever put the hand brake on when they park my car why? Are you trying to cause an accident.

Service

As above, underachieving timescales, lack of customer service telephone skills from service team. After the shocking service, Bilal had organised for my car to be delivered to my house, on arrival I was told the valet machine had broken!!..

Service

Fine

Service

Please see my response above.

Service

Staff was unprofessional.

Service

I loved the video showing me a summary of my car and a mechanics view of its condition

Service

Drop off took over 30' just to hand over the key for a software update

Service

no reason

Service

The only issue was the waiting time , too long for the car to be serviced , but to be fair enjoyed waiting in the showroom. Thanks to that i know what is the next car i want.

Service

see above

Service

As above!

Service

As above

Service

Car was booked in for a while you wait brake pad change but I didn't get my car back in until 3 days later

Service

My BMW was in for it's running-in inspection. When I got the car back, someone in service or when cleaning the vehicle had managed to leave a large biro pen mark on the leather on the drivers door. They also left grease marks on the rear leather.

Service

On arrival entry and parking at Cooper Croydon was chaotic and to the uninitiated getting to and from this garage is plagued with heavy traffic and queues. Service Reception on arrival was off hand and subsequent updates vague.

Service

Took much longer than I was told. Spent a long time waiting around.

Service

Done the work in allotted time e mailed me when ready

Service

Problem sorted without even leaving my car with them. Very professional

Service

The service consultant serving me on the day did tried very hard to resolve the issue I experienced which made me unhappy. He (sorry forgot his name) at the end managed to resolve the issue to my satisfaction. Full marks to him.

Service

As above; cannot fault the actual service

Service

it took bmw assist to get involved ?,return the car and deliver me home and then to arrange a hire car because croydon could not be botherd

Service

I didn't buy a £45k car to be treated like i was in a Ford or Kia dealership. I waited over 20 minutes to been seen even though I had a timed appointment. The car was serviced and was over 30 minutes late back making me late for my next appointment.

Service

Abysmal customer service. I sent an email to Cain Cruz on 14/04/19 18:48 expressing my utter dissatisfaction I had with Cooper BMW, Croydon. As at the time of writing, I am yet to receive a response.

Service

Got what I wanted and the answers to my questions.

Service

helpful and polite

Service

Slow answering the phone ( after being put through to service dept ) no ring back promptly. Queuing system in morning to drop car off bit haphazard, no real system just people being polite of not,

Service

Pleasant staff, good efficiency

Service

Not good. GPS issue cost to fix, despite it being a software issue. Car not ready on collection despite a phone call saying it was ready to pick up. Wash and valet was not performed.

Service

Booked a courtesy car 1 month in advance, rang day before to say that wasn't available. rebooked another month and never notified the courtesy car wasn't available again. why offer a service with no cars available!

Service

Good service and work completed on time.

Service

Very poor customer service

Service

Very easy to book appointment, car serviced as specified. Collection and delivery service worked very effectively and video update on health check was very helpful.

Service

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".

Service

Solved the problem helped with any additional questions provided above expected customer service

Service

I have not received any update or a quote regardless that I asked for it

Service

Again, having to spend well over half an hour to get the car booked in is not something I expect from BMW.

Service

Took almost a week and the issues still exist. Car left dirty (mainly outside front and back)

Service

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

Service

Not very organised. Spent 10 minutes standing around waiting to be seen. Poor customer experience.

Service

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!

Service

Kept up to date with progress

Service

Repair service is good , but car wash service very bad .

Service

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.

Service

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?

Service

Poor customer service

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.

Service

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.

Service

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

Service

Length of waiting time. Arrogance of person serving me.

Service

Don't know what has been done to the car.

Service

Staff are rude and no one comes up to you in show room to ask if you need help

Service

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

Service

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.

Service

Very easy to deal with and they keep me updated on events.

Service

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.

Service

Not organised properly

Service

Lied to, ignored and received absolutely no apology.

Service

As per above

Service

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!

Service

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

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!

Service

Service was excellent and the car was returned clean.

Service

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

It was done on time and, as far as I can tell, fully executed.

Service

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!

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!

Service

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

Service

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.

Service

Sales person wasn't t very helpful

Service

13 months later my issue has still not been solved!

Service

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.

Service

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 ?

Service

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.

Service

Looking for a test drive in an i8 Was messed around by the sales team Utter waste of my time

Service

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

Service

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.

Service

Poor communication do not return phone call

Service

Car not washed when i pickup it up. Lacked Cost vs Value of Repairs

Service

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

Service

Takes a long time for people to answer to the phone, tried ringing reception and sales when I got no response from service

Service

Again down to Mr Steve Cutts,made you feel you want to be in your show Room

Service

As said above, past experiences

Service

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.

Service

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?'

Service

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.

Service

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.

Service

Staff were friendly, informative and did as promised.

Service

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

Service

The guys that carry out the service to our car are great.

Service

Car needed a computer update and was at the dealers for 2 days.

Service

I didn't feel valued as a customer

Service

If i could give 0 stars i would.

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

Car didn't get washed.... Have you stopped this service?

Service

Service while I waited and within agreed time frame

Service

Very farrow and quick with service

Service

BAD Client service Incompetence Car worst after service needs many visits to be completed Overhaul bad workmanship Never clean

Service

No wash and valet as explained

Service

As previous answer plus lighting problem sorted efficiently without charge. Service lady very welcoming

Service

See above re Inchcape , and, more importantly, there is STILL an issue with the ComandControl software, and I cannot get any clue as to how urgently this is being addressed. Standard answer is a 'in hand with BMW Germany' which is NOT acceptable

Sales

Everything was made so easy.

Sales

Salesperson Louis Walsh was attentive and always responded to any emails and questions I had.

Sales

Caroline Flanagan was so helpful

Sales

Good feedback and update

Sales

Joshua Ebanks a credit to your organisation .Its a pity your admin not up to task. I spent more time waiting for missing paperwork ,cash machine etc.than I did looking at car

Sales

Helpful, well informed, courteous, and welcoming.

Sales

I was very satisfied with the experience and the demonstration of the car before being able to drive away

Sales

Services from Carolina, she was wonderful.

Sales

Very professional and responsive to questions. Whole process from initial walkin, to test drive to purchase was seamless

Sales

good sales team, good handover. they just need a bit more space for parking

Sales

Brilliant facilities and helpful staff

Sales

I was in and out within an hour and a half to order the car and an hour to collect my new toy

Sales

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.

Sales

Caroline is a brilliant salesman.

Sales

the staff were nice and polite.

Sales

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.

Sales

Steve Cutts (sales rep) looked after us from start to finish, the service we received from Steve was excellent throughout.

Sales

very knowledgeable, informative

Sales

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.

Sales

Steve, our sales contact, kept me advised through out the whole process.

Sales

Again just have to revert back to my previous answer it was just a all round great experience and absolutely great customer service throughout.

Sales

Amazing sales assistant and friendly customer service

Sales

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.