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No where to park. Major problem! 15 minutes wait in the queue for service reception Staff although pleasant seemed stressed couldn't give you the attention that you expect from BMW Coffee machine not working. No other refreshments offered
service was done as scheduled, efficiently and a fair price. Improvements 1 - set up for parking car, never any spaces available easily 2 - the queuing system to hand over keys etc, never know who is next 3 - Coffee machine not working, no papers
Poor customer service, unfriendly greeting from service desk, little interaction of recognition, poor body language( I'd rather not be here) Five star facility needs more customer focus
The vehicle was checked by a technician, tested, and he agreed the vehicle's auto brake system was not operating correctly. Despite having the vehicle for a week it has been returned to me without the problem sorted.
There was a missing lock in wheel nut. The air conditioning was replaced very recently but now it doesn't work properly. Car wan't washed properly once.
The parking is appalling, so much so that we shall not be returning to cooper Croydon again for anything. When I collected my car it was driven to the front, and bumped up the curb, there's just no room and I waste so much time driving around.
I had to remove one aspect of the service because it had already been done at the Banstead centre which had not put it into the service record but for which I had receipted invoice for £170.
I have an open ticket with customer service related to my latest experience at BMW cooper Croydon.
Got my car back full-service MOT £730 Later but could not be bothered to wash my car or hoover it which I thought you're always done
Coopers Croydon BMW damaged my car whilst in service, they admitted liability but then followed by very slow non-existent progress to resolve matter. No apology for the damage and the inconvenience it will now cause me to have it repaired.
weren't greeted when we arrived so I approached 2 staff at the service desk who were chatting. I stated that we had been told our car was ready, and they abruptly told me sit in the waiting area where we waited 10minutes before being asked our name
Have been serviced by you since I bought the car from you ( when it was L&C ) Always satisfaction.
Totally dissatisfied. I would never buy another car From them. Terrible management. They don't understand what it means to book a vehicle in for a service. Their understanding is once booked In, we can Take our own time to return your vehicle.
Have always used BMW for all repairs but this recent issue has put me off
Steering wheel was damaged (gouged) during routine servicing. No resolution reached 10 days after vehicle was damage.
Well looked after and kept up to date
Customer service was awful & appalling!
My car was returned with a yellow warning triangle, which turned out to be the key battery and the service indicator wasn't reset. Both could have been addressed by Cooper but I needed to do it myself.
The long wait and confusing waiting area led to a less than ideal experience.
I telephoned the service department at 3 pm and again at 4 pm both unanswered, then received a call at 5;15 to say that the car has an issue with a nail in a rear tyre so I agreed to have a new tyre as a new one should be delivered by 11.30 next day.
Lack of customer care from front line staff. Only when I escalated to senior managers did I start getting looked after (by Alex Fairfowl who has been great since she was involved) Difficult to speak to anyone in service over the phone.
Please see above,
Absolutely rude and didn't care about my car or my problem with the car
Disorganised drop off, poor customer parking, eye wateringly experience, car not cleaned, took in for service for 1 day received 10 days later
forecourt was so busy - nowhere to park. Check in took 30 minutes. didn't receive a call that night and wasn't ready when I went to pick it up next morning. Comms system not working & no engineer to check had to rebook another 2 weeks & no lease car
It took a week to get a service and MOT. No phone calls no contact, no one would answer the phone. Only wAy to speak to someone is to be physically there. Wasted so much time as a consequence. Not enough staff compared to demand. Staff are overworked
Overall good service but my care ended up with a few extra scratches and a dink in paintwork after the complementary clean which is very disappointing.
as i have mentioned above, my car was damaged whilst in your care and have made very little effort to rectify the scratches.
Friendly and knowledgable.
Very slow, poor attitude. Poor customer service. Ofvthe four service desks, the guy second from the left as you face the desk kept walking off pretending to be busy while the other guys managed the queue. Several people in queue commented on him.
Please refer to my previous customer satisfaction response which explained the issues involved
It took me over 24 hours of constant calling to actually get a response. I have to say the Receptionists were brilliant but The Customer Services Team were massively underwhelming.
Very unhappy due to rattling sound appearing after the oil service. This exact thing happened following the 2018 service. I have lost confidence in BMW Cooper Croydon
Turnaround fast and efficient!
Good, friendly and helpful members of staff
See above. Also the booking in of the car was a bit of a shambles with agents spending a lot of time looking at computer screens. The system was much quicker at Cooper Bansteaf. Now closed.
I mentioned a bulb was not working in offside rear door and there were question marks on the service indicted it was working. You could not see it clearly as it was a very sunny day but the bulb is not working and I don't know how this was missed.
No issues with the service provided. Most of the work was carried out under the extended warranty.
The visit was for MOT. Everything was fine.
Car read same day easy drop off and pick up
Limited customer service until desk became free
Always hard to get through to service dept as they're always so busy. The actual service and mot and health check are good but disappointed about not being able to get all the work done as required due to not having a loan car.
Oil cap was left off after the service and opened the bonnet this week to find oil splashed all over engine bay.
After sale service is very good
Knowledgeable friendly staff. A slight blip with delivery but the fact that the manager went out of his way to resolve the problem was greatly appreciated. Thank you.
I didn't like service
Very poor customer service. Long wait to drop off. Very long wait (more than an hour) to pick up after service. Communication and updates on progress very poor. No info by 4:30pm on day of pickup - called many times but couldn't get through.
Car running fine and in immaculate condition
Found their service extremely frustrating and not what I expected buying a top end car.
Service team excellent but the complimentary wash was very poor and as the last gesture it tainted the experience
Dropping vehicle off in the morning was easy, picking up the vehicle in the evening took a long time to get my vehicle once I settled payment, took at least half an hour for my vehicle to arrive.
I was called at 2.45 to tell me my car was ready. I got to there at 3.30. I waited for someone to acknowledge me which was 4.10 wont Be long they said. I had to go to the desk again at 5 to ask where my car was very very poor service!
Vinesh my service advisor ensured the problem was identified and resolved. Something his predecessors and managers of the service department failed to do. Well done! I had suffered for the past 7 years with this problem.
They don't call back Two screws missing from the panel the engineer removed to replace the batter
called that my car was ready to collect after MOT. When I picked the car up I asked if wash and vacuum had been performed and I was informed by Mika that it would not be brought round if not. I found on collection no wash done. Waited extra 1hr
Sending the video of car inspection was a nice touch. Actual work done on the car was good, as far as I can tell. But, the customer service was appalling. Being unable to get any news, even after days of chasing up, is unacceptable.
No courtesy car had been arranged and at 8:40 that day none were available. After asking your supervisor what could be done he reluctantly went to see his boss and confirmed that the basic 15,000 mile survey would take just 2 hours. See below.
Down to the support and care from Hussein
Service team are always so busy so you always end up waiting ages. I have never been to collect my car and it's been ready I always have to either wait or come back. Poor communication.
overcharged on the invoice and chasing someone for over a month to get the invoice explained and get the money back, not expected this in BMW, still pending, can only imagine the customers that don't take a second look on the invoice.
Service rep. not particularly welcoming. Cold and uninviting. Appeared harried and unhappy as a result of other local branch closures (which were obviously not his fault), thus increasing his workload. Funereal atmosphere at Cooper Croydon.
Excellent except for appalling off site telephone centre.This messed up collecting car and going to theatreMy wife has not forgiven me
Servicing of the my car was excellent and communication with the diagnosis service team was exceptional
They did the works but the car has to go back as the alloy has been sprayed the wrong shade so doesn't match the rest so I'm going to have to return the car (due in on the 11th)
It tool too long to have my tyre fitted and all BMW services did was blame insurance company, didn't care I had no care for 2 days, no goodwill, nothing, very disappointing. Was meant to get a free health check, if I did never received the details!
Complimentary valet not carried out, same happened on the previous MOT. I would suggest not offering this if you can't deliver. Whilst car on site, received email from Connect Drive warning me that the battery was low as lights left on, (cont. below)
I have no issues with the quality of work but communication was poor
I feel that for such a large dealership the mobility team needs to be expanded. Outside of Louis I did not feel supported when I had questions and no one apart from Louis seemed to have any knowledge of mobility.
Overall experience was long and tedious. Wasting a lot of my time having to chase up throughout the process. Incorrectly taking a large sum of money from me and showing no help to resolve this is absolutely disgusting.
Very professional and accommodating.
First class service
As stated all matters regarding the purchase of my new vehicle were handled well and professionally
Very friendly staff - Caroline Flanagan was especially great.
The centre was very helpful with the purchase and the customer care from salesperson Chris Gomes was excellent.