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
Happy they were the best at dealing with the car, unhappy with the effort it took me to get to this point.
I was booked in on the Tuesday but the car was not looked at until the Wednesday, so 2 days without a car.
Amazing service as usual ,, but for the second time I will have to take time to go back in order to reset my car key ,,, its still showing that the car needs a service
This service centre does not reflect bmw standard at all. The treatment is not even basic, after leaving car for spare part replacement to getting replaced and getting back car was nightmare. Poor customer experience and no empathy.
Very good they sent me a reminder a day before and very helpful
The service is atrocious here. From the service advisors to the service manager.There is no parking available there anymore. The place needs to be visited by BMW UK managing Director as surprise to see for himself.
I will never go back to this garage again. 1. I was not given a loan car after waiting weeks and told I would get one 2. I was not told on time my car would not be ready. I am a hospital doctor and had no means of transport to work.
video of the car showing tyres and brake wear left.
Bookings are generally cancelled first time round so has taken eight weeks this time round and the problem still persists with the vechicle
Car was cleaned but still wet in places and smears. Wheels still dirty. Maybe offer loyalty discount on services prices
Very polite, professional helpful and courteous, only thing that I experienced when I picked my car up was I had to wait around over 20 mins
Despite my best efforts of significant prior warnings and phone calls, communication between the different teams at Cooper Croydon was poor and so the service and Isofix upgrade took longer than they shoukd have
I would have written completely dissatisfied, were it not for Les the sales manager who kept me in the loop and went above & beyond to help me when others were not interested.
Still waiting to hear from the service department
I booked the service through the call center they booked my car at the wrong location I arrived to drop my car off to find that it was not the right location I had to rebook and lost a day which I took off
Had to come back twice as you had not got the spares even though car was booked in a month earlier.
the service manager is a genuine professional and committed to doing ghe right thing. i cannot stress strongly enough that he is the right man for the job
He fixed my car and kept me informed
See first answer - length of time to do the service, cost of service/parts and communication.
I booked in for fast track, my appointment was at 12, after being told it was only a brake fluid check plus health check. I was told 2 hours max. They knew I was waiting. And waiting, and waiting .... my car was ready about 3.45. Too long to wait.
Could/ should be trying to keep customer. Offer best available price???
As always excellent overall service, great dealership,highly recommended.
The technician demonstrated confidence and the part I needed was in stock at a reasonable price
Always very friendly, and great facilities
Allowed me to drop car day before and call received when car was ready
I booked my car in using the phone booking service. Its an M3 so needed the 1200 mile oil change. At every point the information I was given was incorrect and I was basically called a liar when I challenged it
I had to wait quite some time for my car to be ready. I'd describe the staff as a bit aloof. Finding a parking space in the morning was a nightmare.
Tyres put on car without pressures checked - which were very low, and car gave warning within a day of being picked up. Clearly no thought given at all beyond the bare minimum required.
Good service was quite hard to contact service department.
I was told my car will look the same as it look before but it doesnt I was lied to Mr David Jones and Mr Bilal
My all queries were been taken into consideration even though how minuscule those were! Feedback though video, I felt the best way to communicate with customer.
Poor communication, lack of forward thinking.
As above, did not get any good explanation of poor vehicle ( especially tyres) condition after short period of use (17000 miles). None of the matters have been satisfactory resolved.
For the reasons previously stated. They were efficient without being overly friendly, hence not a 5 start rating.
Good service but quiet expensive
See the above. None of the staff were pro-active, no-one (with the exception of the Parts Manager) showed any interest in our concerns, and the After Sales Manager has failed to full responsibility. There was no focus on the customer or the service
NO PROBLEMS WITH PROCEDURE AT ALL
See above - the staff were very friendly though and efficient once my car went in but the level of customer service beforehand was poor. Also the loan car I was given was already in its fuel reserve, needed air in its tyres etc
All of the above. Only negative was a bit of a delay getting it back when the MOT was finished. Plus I've asked about a minor replacement part the last 2 times I've been in and still never given a price.
Everything explained and kept informed throughout my time waiting etc
twice failed to provide promised courtesy cars. Currently still waiting for a replacement lock for the glove box.
The reason I gave this answer is, staff were very helpful and pleasant and the service was good. Note the car on last two visit was not cleaned due to backlog of cars waiting to be clean
As above. I was not offered any alternatives to the servicing options available.
£1000 spent for no major issue
had excellent service but someone forgot to send me an estimate for some damage.
Didnt clean my car when i was told i would receive a wash and vac. Also didnt fix the issue brought up pre service regarding my handbrake, if anything it ended up worse.
The issue has not been solved. I cannot be bothered to rebook.
Twice given incorrect information over the phone and failed to meet requests.
Agreed changes to on windscreen but instead just filled in when I felt needed more.
I did have a problem The was discussed with Steve service advisor who did rectify my complaint, but I would never of made a complaint if the booking had been set with correctly to start with.
I booked my car in for repair 27'09 to the air-conditioning/brake pad replacement. I was informed that the car was repaired on the same day but after testing was found not to be working. Also the service monitor has not been reset. Rebooked 15/10
as above, difficulty with getting to speak to someone in servicing
I wasnt happy with my initial experience spoke to a man on desk, I have a brain disorder and find talking to people very hard he was rather rude wouldnt let me try and explain saying I was talking over him and he wouldnt be spoken to like that.
Nightmare, got there at 09.00 and didn't leave till about half 4, very little communication and was supposed to be fasttracked!
The technical work itself was satisfactory. Customer service was practically non-existent beyond dropping off the car and paying the bill.
Late start, took longer than expected, cost a lot,roughly same price I pay a month Only booked in as car advised me to. Left livid as when got into car the key told me to replace battery, which service desk said would cost £4 and nothing was wrong b4
Booking, check-in process and collection process all work smoothly.The facility of a shuttle car to the station works well for me.
Poor customer service from start to finish - no courtesy car having booked one a month in advance, not advised of recall which meant leaving my car over the weekend, warning light not cancelled, service not registered on system, car not even cleaned!
The main issue is with fast track booked in 10.45 although present at 10.45. Received car back 1.30, although understanding that this should have been a one and half hour slot. Would have need to have waited longer for car to be washed.
I was intreated courteously and efficiently and subsequently advised of the need for a new alloy wheel and front light fitting, to be delivered overnight. The following day, a Friday, no-one contacted me about progress and no-one answered the phone.
The work took 17 weeks and the lack of communication was unbelievable.
BMW Croydon would be a joke if customer service was not so terrible. The day before my service, recall and MOT were due to be done I received a phone call telling me I couldn't have a loan car or taxi to take me home, no solution was given cont...
Car had scuffed alloy when I returned from service shop. Reported to my contact twice via email, no reply whatsoever. Impossible to get through on land-line. Also, small point but car not washed on completion of service
Asked for a quote for a headlight washer cover but didnt get one.
The car was boooked in for 11,30 . Didnt go in until. 12.30.Advised short staffed. Not good enough.
Already spoken to customer service about the way service Centre handled the service of my car. Still waiting for their response.
It took far longer than initially indicated and interim information about how long it would take understated the time
My X3 became almost undrivable because of a Drive Stabilisation fault. Coopers would not take the car for three weeks and warned me they might need the car for upto two days. In the end they had the car for the whole working week (16 - 21 Sept).
Slow booking in process and unfriendly. The person serving was more interested in dealing with other colleagues issues and paperwork.
I've already posted my frustration online and won't go back. Awful communications and didn't resolve highlighted issues on service.
I was able to drop my car off, details were taken and courtesy car provided within good time. You contacted me in good time to collect my car. It was a good experience.
reasons alreay mentioned in first point
Welcoming, efficient with the right advice. Always with good follow ups
tyres were never checked and the car had been sold with nails in two tyres. It took me awhile to realise this as it was the first time that i had a car with pressure notification so i thought constantly adding air was normal. Cost me £500
£266 for oil change and a filter is very expensive
We had to wait 4 weeks for a appointment and we still have to come back as there is a recall on this vehicle and your staff said it can not be done in a day While you had the car there as it was a Friday
Because my BMW still drives like a BMW which means that you have done a good job.
Very well executed and timed service, all went well very friendly competent staff and clean car returned at good price.
as above the Guy who look after me was call Reece
As above, an easy and straightforward process
see above -if I could give you a negative score I would.
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.
After an unsatisfactory start with the receptionist, Louis came to my rescue. He was excellent, professional, knowledgeable and communicated well. He demonstrably valued my custom and I would highly recommend him.
Hussein and Justin at the Croydon Branch were brilliant. They exceeded my expectation. I am happy I made it BMW.
It arrived before the time I assumed
Because of the initial situation which was very frustrating I can not give the experience 5 stars however from the point it was rescued by Steve Cuts I was completely satisfied with the service during purchase and delivery.
Nothing to complain about.
all items of interest readily answered with alternatives fully explained.
Nothing was too much trouble and the introduction to the car was well handled. I was made to feel valued which is so unusual these days. Much appreciated.
Chris gnomes was a pleasure to deal with as mentioned before also Melanie
Made to feel really valued whilst test driving the car right through to picking the car up
No problems, straight forward.
I was very satisfied with my experience at Croydon BMW where I bought my car from. The salesman was very professional and helped me with all my queries. On delivery, he gave me a good demo on operation of controls etc.
Great customer service from the sales agent and the vehicle was delivered in a timely fashion.
Because Chris looked after us from the time of purchase and delivery of our new car.
Very satisfied at the cooper dealership in Croydon The salesman Chris Gomez couldnt have done anymore than he did to keep me happy in sealing the deal and explaining everything and on delivery of our new vehicle to show us how everything works
Any problems were rectified straight away and the service was great!
Good service in the centre. The car was slightly damaged. This was rectified quickly.
Can not fault most members of staff, they went above and beyond helpful and nothing was to much trouble.
Cooper Croydon BMW
Beddington
