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Terrible service for what should have been a simple issue. Very inconvenienced by the ridiculous courtesy car system and customer handling.
When I checked in my car I was not told how much it was likely to cost. I was only asked for the extras. The bill was a bit of a surprised. The customer service team were excellent and understanding of the situation and helped the best they could.
Satisfied with the service of my car but not at all satisfied with customer service with my query on the software in the car.
Read my formal complaint and the above comments already submitted to the dealership and bmw customer service. The complaint has not yet been answered. Not even the courtesy of an acknowledgement or holding reply
Overall happy but the experience could've been better had I was given the correct price initially on the phone when booking my appointment. Very disappointing
I think my reply above answers this
Always polite and helpful even if they may sometime miss or make an error.
Lack of customer care
Cooper Croydon did not fix the problem I requested. Still I was charged a lot of money for supplementary work that was unnecessary, meanwhile the car almost immediately broke down after they released it to me.
not able to provide weekend service when we have more time.
The issue that I took the car in for under AUC warranty was not solved in the first instance. The car is booked in again for next week. I still do not understand what I paid £200 for, especially as the issue was seen 2 days after my car was returned
I was able to wait while the service was completed and this meant not having to travel only to return again. I was also able to get some emails completed so all ok.
service staff seemed v busy plus focused on up selling
The appointment was for my winter wheels to be fitted. When I attended the appointment the wheels were not in, even though I had booked a long time in advance; and no one phoned me to say 'don't come'. Therefore I had a wasted journey and time.
I booked a tyre change on a Monday and was booked in to come on Wednesday. Duly arrived on Wednesday at booked time, handed over car, waited nearly 90 minutes only for the service advisor to come out and tell me that the tyre was out of stock.
Kept me up dated all the way
I appreciate dealing with demanding/unreasonable customers can be a challenging task, however they need to be careful in the way they deal with the next customer. Please check tyre pressure as part the winter tyre service.
cannot ask any thing more.
Overall great experience and the staff was very professional and helpful. The video for the service check was good as well.
there was very little evidence that the customer was important at any point during the process (e.g. waiting a long time to be served when at the centre), we will look for a different centre for future bookings.
Apart from a fairly lengthy time waiting to see a service receptionist on arrival at 10am, everything went smoothly, the video sent of the vehicle inspection was clear and concise. Collection was simple too. Always a lack of dedicated parking though.
After the initial wait, the MOT was done within the time limit agreed and I appreciated the free car wash and vacuum.
We needed new batteries for the remote for the auxiliary heating. It took 3 trips to the garage to have these replaced.
Racist staff member made me feel Worthless
Being Disabled your salesperson should have told me the2 series don't have cruise control l only find out when i pick the car up
Booked via online bmw.co.uk fast lane oil service - on arrival couldn't find my booking then said price was wrong! Ended up being made to have microfilter done as oil service! Didnt want it . Still waiting for a call back for repair quote!
Does take a while to check cars in.
The car was clean well and checked properly
Lack of continuity with staff means long term customers with older models as a burden.
The actual service on the day was fine but everything leading up to it was ver=y unprofessional. Hence the score. Not the first time either.
I need to came 3 times in service I spent too much time , deasel , and very poor management, and I will think to change my brand car after 7 years no more bmw , this experience for me I was unpleasant.
Even though I had an appointment at 0830, I had to wait for 40 minutes before I could start a conversation with someone. Free car wash was very bad, surely not even close to a BMW standard.
From the moment I was first greeted by a representative to the moment I left the experience was awful.
booked courtesy car, in the morning there was a mixed up and they couldn't find the car. Somehow they manage to give me one. came back to pick up my car after mot and service, almost 1 hour late they gave me back my car ( nearly at 6:00 pm)
The personnel at Croydon where very helpful but not enough service agents and had to wait twenty minutes to be seen and then had to drop off my key without seeing anyone! When I returned the car had not been washed as promised.
The professional way they dealt with me and my car
Disappointed it drinking petrol , i was advices it was economic !!! I am not giving 5 star it's only 2 but system forces me to score 5 !!!
Had a long wait to be seen by service reception even though car was booked in for a 10:45 am appointment. Cost relatively high for a simple oil change and filter. The service while-you-wait was useful.
Service department seemed to be inefficient. Long waiting to be seen over 30 mins. No engagement from staff whilst waiting
After waiting for over 20mins at the service area (all the staff were on their computers and not 1 of them looked up to acknowledge me) the receptionist had to tell me to take a seat and she dealt with booking me in.
No curtesy available for use whilst my vehicle was being serviced. Also Waiting time to book in and check out was fairly long.
Quick and easy to speak to the right person.
I had to return to the centre after leaving as not all of the service was completed.
as above - Car was given back to me dirty even though it had gone through a BMW valet. The standards of the clean were worse than the £10 clean I can get on tooting high street.
I was not informed in advance that I would need to leave my car fir a few days for addressing the recall of bmw cars- found out on the day of service and had to cancel that aspect of maintenance.
Service manager Bilal should not have that title the way he treats customer. The only friendly person i spoke to was the receptionist.
I was not kept waiting on arrival, I was kept informed whilst I waited for the service to be completed. Staff were helpful, especially when trying to find a space to park up on arrival.
It would be 5 if it were not for the parking issue. It's very difficult to park there
Lack of transparency, poor service in branch. As professionals in such an expensive field, I think it is extremely wrong to mislead customers with little or no knowledge for capital gain. Also the staff were not helpful.
I felt that there was poor communication, slow service and not particularly smart decision-making
Staff are rude - nobody updates you with work or the progression of the repairs of the car. Nobody calls back ,can never get thru to service Cos they are all too busy to talk and then no one returns your call. Staff are not even dressed smartly!
It was a free winter check and it was worth my time to take advantage of the offer.
The worst customer service I have ever experienced.
No courtesy cars, OK, but then no drivers to take me to the rental place a mile away. Car returned to me after 24hrs- not washed, not vacuumed (as normally done).
Not a particularly professional organisation. I'm actually looking for my next closest BMW dealership and I've never really liked the service at Coopers.
Poor communication over time scales
after sales, mechanical issue is not appropriately address, no proper diagnostic test and customers mislead
I recently went for servicing there and did not receive any explanation why my engine servicing cost £400 when there were 2 other cheaper alternatives. I understand a BMW is costly to maintain but the process should be more transparent.
Great all round service
Why book a mot at 9am and not done till 4.45pm
This time i went for a service. I was dealt with very quickly and no fuss. I do feel there is normally a very long waiting time ad i feel there is not enough staff at this branch.
Even after logging a formal complaint with Inchcape head office as well as BMW head office I have not heard back. The staff are completely unprofessional (with the exception of the women on reception who are brilliant).
Kept up to date every step of the way.
After the hastle with ordering my car my husband decided not to bother changing his at this moment in time, where as previously we orderd two cars together.
The car was ready on time, my private plate was put on. We were met and taken through everything very professionally to do with the new car and driving it.
Repeat the answers provided in box one. I know the salesman who sold me the car and he is very nice and did the best for me however the experience is no longer the same. Customer service doesn't exist at this dealership anymore