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I ask when booking the car in to check the battery upon collecting the car and enquiring if this had been done was informed did I pay the £99 for the diagnosis as if this was my fault and informed the service that I was not offered this option
Poor customer communications. Spent an entire Saturday morning and most of a Monday morning trying to get anyone to pick up a phone in the Service Department. Eventually got through to a service advisor after assistance from receptionist.
The work was carried out satisfactory
All work done as required.
Friendly, efficient and professional service.
I was told in advance what would happen and the service manager delivered on that promise.
Since booking the car in for a service, I was unsure if the reverse warning bleepers were working and asked for this to be checked. BMW was not prepared to look at this problem during the service, saying that the car needed to be booked in again.
Lack of communication.
No one says hello to you when you walk in, you have to wait over a month to get an appointment with a courtesy car. The sales team are not professional and have a don't care attitude.
Even if I booked the appointment a month before asking for a loan car, a day before the appointment, they call to say I won't receive the loan car, and also it was the second time when my car wasn't washed after being serviced. Not even a wipe over
Always welcomed and regular client are recognised, communications are clear, the customers waiting area is descent.
Cooper Croydon advertised a price match guarantee on all service work if a written quote is provided. On booking, the service advisor and service manager both refused this. I had to complain to the aftersales manager to honour the price guarantee.
The work was soo rushed they didn't complete the job even tho...they called and I asked if its fully completed as I am coming in with my baby. On arrival I has to wait for a long time and then return back to inform them that the work was incomplete.
Other than long waits for a replacement car for booking in my car, the staff are always happy to help. The Head of Business at Cooper Croydon was very approachable and helpful in understanding the issues I was facing and worked hard to resolve them
The service treatment was very shocking. They said car was ready at 1pm. I go to collect the car at 4pm and it wasn't washed. The tyre pressures were not checked, they were extremely low when I checked them myself. They were 1.5 bar each.
Staff were very supportive and friendly
It was attentive, but sometimes too 'salesy'
The vehicle has now gone in for the third time in less than two weeks! After one visit the battery was left exposed as the cover was not replaced. I did tht myself. The car was not cleaned after another visit despite the serv assist saying it was
They have gone down in my opinion over the last 18 months the attention to detail and customer service is lacking. Witnes on the last service for my convineance I left the car with them for 3 days for a regular service. Took 1 hour plus to collect
As stated above. Complaint has also been raised to BMW to get this addressed.
Earliest booking with courtesy car was 2 months away. Courtesy car provided was not automatic so was not useful anyway. Car was returned unwashed and not vacuumed. Car developed fault and was immobilised a week after service. Now without car.
Assistant was very friendly helpful. He was clear in what he required me to do. He took the time to explain the process. He didn't use any jargon or double talk.
c) We know your time is valuable so we won't keep you waiting - When I went to pick up my car on Wednesday, I was informed that my car has not been washed and that if I would prefer, I would have to wait 45minutes. Being busy they were unable to wash
While you wait was over 3 hours without wash and vac. Staff offhand and lacking in customer service skills . Not updated as to how service going ,even when I asked. Car parked wrong way to get to exit ,difficult to turn. Bonnet not closed properly .
The work was completed on time and in a satisfactory manner.
This service centre has actually put me off buying a BMW again. Inefficient, minimal customer service, always an inconvience
same as above - the process has been great from purchasing the car to the service. Team went over and above.
The bad experience I received from the service department.
Very disappointed that they did not valeted as promised. They had the car all day so unsure why this was not done.
See above. Note I had to travel to Croydon three times to pick up car which was still not ready until Manager offered to deliver car to home on completion.
Although I had checked prior to booking the service that it was due, it turned out not to be.
Told them about a defect while servicing and still did not correct it and i had to use BMW assistance 3 weeks after they had given the all clear for the car
As above. i think BMW as a premium brand should take care of the experience of its customers. I was left on my own dealing with 2 or 3 parties who were not talking to each other.
I booked an express oil and filter change for 14.00pm and didn't leave the dealer ship till 16.34 pm way over the 90 minutes time frame.If I had waited to have the car w If for logistical reasons its too difficult to do an express service why offer i
They said my warranty check had been completed on the Tuesday and my car needed a part on which had been ordered and would come on Wednesday so I had to get public transport again to work on the Wednesday. Continued below.....
Car booked in for 2pm pick up, no news at 4pm, staff very unhelpful
Everything I enquired about was too much of a hassle for staff to look into. I asked about a citrusy car, which I would expect as standard from a company such as yourselves, and I was told there would be an 8 week wait.
Poor/no communication about ongoing issues
Please see previous answer
All done well, and on time.
I was looked after very well and also appreciated the help from BMW Assist in getting a hire car whilst my M760 was in getting all 8 system notification errors sorted.
I should have a service place on my car as per email shown to them from Gareth Eeson confirming I have a service plan. When I went to leave they said sales have paid for it. I wanted confirmation of my plan which I twas told Richard would send...
All good, but was difficult to find a place in parking lot.
It was a long wait
The whole service department is in shambles. The Manager is unable to control his team. It appears it is some kind of syndicate operating there. I was charged for fault that occurred after i brought the car in there.
I have 2 BMWs and every time they go to Croydon there are always problems
Cant fix my leaks on the roof
Promised call backs where never made, I had to acclaims 4 times to arrange a simple job. When work carried out it was not very good quality!!!! Glue from the spoiler fit oozing out on to boot lid that has now set hard.
It took a bit longer than I had been advised but it was not a problem sitting in the waiting area
I was able to collect the car at the time requested and the valet service was completed to a high standard.
Made MOT booking well in advance but was told on arrival 07.45am Thursday that there was a 72h backlog - i wouldn't get my car back until after weekend. I eventually got my car back 12days later.This caused huge inconvience to my work and family life
Part of the service was to clean my car in which they didnt
Parking is abysmal
Happy they were the best at dealing with the car, unhappy with the effort it took me to get to this point.
Staff were welcoming and approachable.
Regular updates of time scale
Excellent service from Steve Cutts. Nothing was too much trouble and he gave me a good deal. Adele was good as well in sorting out the finance.
Keeped me updated, on time delivery
Again excellent customer service which made for a totally hassle free experience
The purchase and delivery was very good
Was well informed with the progress of production/delivery of the car
Because we were 100% satisfied.
Caroline at BMW Croydon is great
It was much too slow. I spent a lot of time waiting for the salesman to answer simple questions because the database application was so old and clunky. I also lost my first choice of vehicle due to a mix up with another branch. Still positive though.
Please see above answer
I am very happy about my purchase and the car dealer I have chosen which is Cooper BMW in Croydon.
Car had faulty air con unit on day I collected it. The car had to be returned twice for fault to be corrected fully which was a little disappointing on 2 counts.1. The air con should have been checked before being handed over 2. it should not 2 time
Caroline was helpful and took time to go though the process
Chris ans Justin were very helpful through the whole procedure to the sale, the after sale to explain the car and made me feel comfortable
Again the time and the feelings of commitment to me as a individual customer.