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
Allowed me to drop car day before and call received when car was ready
Always very friendly, and great facilities
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.
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
Good service was quite hard to contact service department.
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.
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.
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.
Poor communication, lack of forward thinking.
For the reasons previously stated. They were efficient without being overly friendly, hence not a 5 start rating.
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
Good service but quiet expensive
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
NO PROBLEMS WITH PROCEDURE AT ALL
Everything explained and kept informed throughout my time waiting 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.
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.
Agreed changes to on windscreen but instead just filled in when I felt needed more.
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
Twice given incorrect information over the phone and failed to meet requests.
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.
The issue has not been solved. I cannot be bothered to rebook.
as above, difficulty with getting to speak to someone in servicing
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
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.
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!
Booking, check-in process and collection process all work smoothly.The facility of a shuttle car to the station works well for me.
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.
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...
The work took 17 weeks and the lack of communication was unbelievable.
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.
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.
It took far longer than initially indicated and interim information about how long it would take understated the time
Already spoken to customer service about the way service Centre handled the service of my car. Still waiting for their response.
The car was boooked in for 11,30 . Didnt go in until. 12.30.Advised short staffed. Not good enough.
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).
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.
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.
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
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
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
As above, an easy and straightforward process
see above -if I could give you a negative score I would.
I was approached to give my car before financial agreement came to an end and i they told me that my 640d convertible will be coming out of production in Feb 19 and it market value was lower that residual one, I was left to feel I HAD but to give it
When picking up my car a large plastic piece had been left on the floor of the passenger side which turned out to be the cover for under the driver side.
As above. Your spare part prices are more expensive than can be bought elsewhere but I have always been satisfied with the counter service I receive.
There was very little contact from the dealer giving me a status update. When I called no one picked up the phone.I was also told there was an oil leak and that it would cost me to diagnose it.
The customer service experience was outstanding in as much as when One of the assistants firstly realised that the servicing I had organised was not the best course for me, reorganised it all very effectively which saved me a lot of time and money
From start to finish everything went smoothly and very professionally
The payment was more expensive than a standard BMW advertised service price. When I asked why, I was told that this is because it was cooper and not BMW retailer !
The person who did my service was not able to check the complaint I had with my car .this was my second car from cooper Croydon.he was not willing to listen to the issue he is trying to denying them all he give silly escueses & Threatening with charg
Apart from my roof not being cleaned I was very satisfied
A very professional service.
I couldn't give full marks because I tried calling BMW Croydon 4 times before I could get even an answer from reception.
As said above, I'm generally quite satisfied. However, although they claimed they cleaned the car (in and out), the car was not really cleaned. The dashboard was definitely not even touched with a cloth and the outside was left with water marks.
It seem to flow, no problems at all.
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.
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.
all items of interest readily answered with alternatives fully explained.
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
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.
No problems, straight forward.
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.
I never wanted to change my car in the first place, but I was made to feel that the car was not worth keeping. I asked for a car with specific figures and cheaper to run and I did not get. I have tried to complain about my experiences with Ms Hayward
The purchase of buying the car was easy and my salesman Louis Walsh was excellent. The transmission change was the problem. Collecting the car was also another issue.
Two of your staff were brilliant Melanie and Louis in Croydon.Me and my travelled from west London to Croydon to pick up our car and they were brilliant
Very good - waited a little longer than expected but overall very good
Cooper Croydon BMW
Beddington
