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Car read same day easy drop off and pick up
The visit was for MOT. Everything was fine.
No issues with the service provided. Most of the work was carried out under the extended warranty.
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.
After sale service is very good
Oil cap was left off after the service and opened the bonnet this week to find oil splashed all over engine bay.
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.
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.
I didn't like service
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.
Excellent except for appalling off site telephone centre.This messed up collecting car and going to theatreMy wife has not forgiven me
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.
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!
I have no issues with the quality of work but communication was poor
The customer service was brilliant
Told car was ready to be collected when I got there had to wait nearly two hours
I have bought a car previously from Coopers Croydon which along with this experience is the worst customer services I have ever received.
OK. Main gripe was that total wait was double estimate I'd been given (>3 hrs rather than 1.5-2 hours.) Resulted in almost missing an important business mtg
Didn't notice MOT due les than a week after major service and didn't contact me to tell me and ask if you might do it while doing the major service.
the last three visits to cooper Croydon have been horrible. I love the BMW brand but Coopers is hard work .. I will be going to Steven James from now on.
have had no problems or issues every time i use the service
I am still waiting for quotes regarding body damage repair work.
At 4.30pm the service reception advised that the car will not be ready today as they are short of technician and therefore they did not start working on my car. I dropped the car to the dealership at 8.30am.
It took 3 days for Cooper croydon to change my tyre and fix my car, no one kept me updated on progress and when I called i was on hold for over 15mins with no response. On a 3rd day when i lost my patience, i took a taxi to the centre to complain.
Well it took a longer time than expected to be dealt with after having made an appointment and as such I was late for work.
Although the service carried out seems satisfactory - it took nearly a week from taking the car in (for fairly minor repairs and MOT) and I was not kept properly informed as to how long it was going to take, or when it would be ready to collect.
Communication and organisation during the service was poor leading to the car being with you for more than one day unnecessarily and me making a wasted journey to the dealership and back.
Oil change very expensive,poor queuing system , long wait for car to be brought round and inside of car not vaccumed
the lack of communication and the high handed attitude of staff.
Not outstanding, just ok service.
Great customer service
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.
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!!..
I loved the video showing me a summary of my car and a mechanics view of its condition
Car went in for a few things to be done I asked for a air con service and for a torx screw to be tightened on my rear diffuser, I watched the service advisor write this in the notes When I collected the car none of these were done Nothing in notes
Staff was unprofessional.
Please see my response above.
Drop off took over 30' just to hand over the key for a software update
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.
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
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.
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.
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.
Nothing to add.
All the staff were very friendly and helpful and it seemed they really cared about us and wanted our business.
The Sales Manager was excellent in dealing with my issues. However I am still waiting for the refund of my deposit paid. I am concerned that the reputation of BMW could be affected if my experience is put in the public hence the 2 stars
No problems, information received quickly when requested
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
Everything was made so easy.
Salesperson Louis Walsh was attentive and always responded to any emails and questions I had.