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The Service I received was poor. The communication is poor, they do not keep you up to date with the process of the work. The telephones and not answered and when the phone is answered they are rude and unprofessional
The process from the minute i walked through the door was very clear every step was spoken to me about and i was made to feel very comfortable.
My car has already had a service this year. I was unhappy with having a second service this year especially as the explanation was somewhat inadequate. Delays in getting parts - Wrong parts were ordered. No information as to when to pick up my car.
Service Manager went above and beyond expectations to resolve our problem with the car
Service is usually very good.
MOT completed - no issues with parking and car returned clean.
Service staff appeared overstretched (in August), so a little slippage against usual high standards.
Everything completed to my satisfaction.
The only reason its not 100% is when I went to collect the car it wasn't ready due to the workload in the workshop - the staff however were amazing and very helpful offering options. the mechanic kindly stayed to finish the work which was very kind.
Great: while-u-wait service appointment at short notice. Not great: site jammed with cars, nowhere to park on arrival; only one of 3 service reception desks manned; already by 10:45 they were running 45 minutes late. Didn't have wiper blades in stock
It was called in for a recall that I booked in. Nobody called me to give me a status update. The car was there for 3 days. When I complained to the service administrator he did not even acknowledge it nor apologise.
After many years of excellent service from Tadworth, this service and MOT were my first at Croydon. The car should have been collected at 11.30 and was finally collected at 12.30 after I made two phone calls. I was not on the driver's schedule!
I would have been completely satisfied if I had been informed promptly that the car was ready, rather than having to call twice.
Very poor services and rude staff and no customers services
They have a very bad customer relation never answer the phone they do not care having had my car for 5 weeks never kept us informed and the car sat there without being checked as promised . Would never go back there Thank goodness for head office
Pricing was fine, and the quality of work carried out apparently excellent, but my drop-off and collection of my car was well below the standard I expect from a premium brand and what I've come to expect from Cooper Croydon.
Just a long experience. I'm use to dropping keys off in 2 mins and walking off.
Very poor communication and no notification that I would have to wait up to three weeks for my car back. Constantly having to ring as no one answers the phone.
No organised queue system and you're left waiting too long to be seen if at all.
Instead of changing those faulty pads carriers you filled them up with Halva-Turkish delight On the other hand Alex the smart girl trusts technicians I bet she does
All round excellent service.
Poor communication on progress of the service, originally booked in for one day but no updates on progress and the car ended up being with the dealer for 4 days, only reason given was they were over worked.
Service I'd be dissapointed with from Kia.
The repair took way too long, nobody answered the phone at any point, manager refused to come and speak with me. No attempt at trying to make good their error. Appalling customer service.
It's clear that since the Cooper Banstead branch was closed there's too much demand on the next nearest outlet, in Croydon
Efficient and timely.
Lengthy problem booking car in for the right servicing as at previous services they hadn't updated the onboard records correctly. Initially would not believe what service book and their own invoice records showed. Not confident will be correct now.
the service lights were not reset and my service book is missing, having only noticed when I search through my glove box for the logbook.
Awful customer service.
Due, I believe, to the closure of other BMW service centres in adjacent areas, Coopers Croydon appear simply overwhelmed. Given the volume of vehicles on site, I don't see how a smooth and efficient service could possibly be delivered.
I brought the car for Cooper croydon twice and both times had to wait for weeks to get appointment and then 2 weeks to get the car back from repairs. However still giving points as they did well in working with BMW and sorting out parts and goodwill
Body shop Chris excellent (should be more stars for him !) ,..Refuse to comment on service
Very dissatisfied that my car took 3 weeks to get fixed under warranty, and returned twice. The problem was the cabin fan was faulty. I was told how busy the technicians were, and they were having a hard time with finding the cause of the problem.
visit was poor. Having had the work cancelled once at last minute, no apologies for cancellation, in addition, rude staff with attitude ultimately as a result of poor records taken by team booking in services. Very slow service to drop off & pick up.
As above and a total lack of response to an email complaint. My washer fluid supposedly was 500ml filled and 2days after pick up my fluids bottle was empty. The outside of the car was filthy. Appalling service.
See above and also on the day I picked up the car I was told at 10am that the car was 'just being sent for washing'. When I arrived at 2pm I had to wait 30 minutes as I was told the same thing again. Be honest with customers.
Not satisfied with the service quality and will surely not consider BMW as one of my options when going for the next car.
efforts made to meet requirements
Again I refer you to my review
answer as above. The level of communication was zero from the garage, the phones were hardly ever answered, and when my car was finally ready for collection, it took almost 20 minutes to find it and it was filthy, not having had even a basic clean.
Taken car for a service, got it back with service sign still on, booked online but got charged for walk in and half xsrchad been complementary cleaned.
faults not attended to but billed £100
Service appointment made quickly and service completed on time
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
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 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.
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.
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.
I have an open ticket with customer service related to my latest experience at BMW cooper Croydon.
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.
Customer service was awful & appalling!
Well looked after and kept up to date
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.
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.
The long wait and confusing waiting area led to a less than ideal experience.
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,
Disorganised drop off, poor customer parking, eye wateringly experience, car not cleaned, took in for service for 1 day received 10 days later
Absolutely rude and didn't care about my car or my problem with the 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
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
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.
Please refer to my previous customer satisfaction response which explained the issues involved
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.
I was updated at every stage of the vehicle progress till delivery.
Very helpful sales assistant.
Well informed and any perceived problems dealt with effectively
I was kept up to date by phone and text about the progress of my order.
Have had no mishaps from start to finish
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.