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Car running fine and in immaculate condition
Found their service extremely frustrating and not what I expected buying a top end car.
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!
They don't call back Two screws missing from the panel the engineer removed to replace the batter
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.
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
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.
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.
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
I have bought a car previously from Coopers Croydon which along with this experience is the worst customer services I have ever received.
Told car was ready to be collected when I got there had to wait nearly two hours
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.
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!!..
Staff was unprofessional.
I loved the video showing me a summary of my car and a mechanics view of its condition
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
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.
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.
Took much longer than I was told. Spent a long time waiting around.
Problem sorted without even leaving my car with them. Very professional
Done the work in allotted time e mailed me when ready
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.
As above; cannot fault the actual 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
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.
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.
helpful and polite
Got what I wanted and the answers to my questions.
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,
Pleasant staff, good efficiency
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!
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.
Good service and work completed on time.
Very poor customer 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.
I have not received any update or a quote regardless that I asked for it
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".
Solved the problem helped with any additional questions provided above expected customer service
Took almost a week and the issues still exist. Car left dirty (mainly outside front and back)
Again, having to spend well over half an hour to get the car booked in is not something I expect from BMW.
Not very organised. Spent 10 minutes standing around waiting to be seen. Poor customer experience.
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!
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
Kept up to date with progress
Repair service is good , but car wash service very bad .
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.
Poor customer 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.
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.
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?
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
Length of waiting time. Arrogance of person serving me.
Don't know what has been done to the car.
Staff are rude and no one comes up to you in show room to ask if you need help
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
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.
Caroline Flanagan was so helpful
Good feedback and update
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
I was very satisfied with the experience and the demonstration of the car before being able to drive away
Helpful, well informed, courteous, and welcoming.
Services from Carolina, she was wonderful.
Very professional and responsive to questions. Whole process from initial walkin, to test drive to purchase was seamless
good sales team, good handover. they just need a bit more space for parking
Brilliant facilities and helpful staff
I was in and out within an hour and a half to order the car and an hour to collect my new toy
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.