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ABOUT COOPER CROYDON.

Find out more about what we do and our team.

Meet the team

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David Jones

Head Of Business

Lee Jones

Used Car Sales Manager

Matthew Hartwell

Aftersales Manager

Quinton Manuel

Parts Manager

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

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".

Service

Solved the problem helped with any additional questions provided above expected customer service

Service

I have not received any update or a quote regardless that I asked for it

Service

Again, having to spend well over half an hour to get the car booked in is not something I expect from BMW.

Service

Took almost a week and the issues still exist. Car left dirty (mainly outside front and back)

Service

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!

Service

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

Service

Not very organised. Spent 10 minutes standing around waiting to be seen. Poor customer experience.

Service

Kept up to date with progress

Service

Repair service is good , but car wash service very bad .

Service

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.

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.

Service

Poor customer service

Service

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.

Service

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?

Service

Length of waiting time. Arrogance of person serving me.

Service

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

Service

Don't know what has been done to the car.

Service

Staff are rude and no one comes up to you in show room to ask if you need help

Service

Felt disappointed with the service, just wasn't what I was expecting. I'd say was average and not at the same level of quality as the car

Service

Very easy to deal with and they keep me updated on events.

Service

Initially i was told that i won't be getting my car back due to the investigation i have requested. But when I get my car back after 3 days It was just serviced and they failed to perform the investigation which was used as a excuse to delay my work.

Service

Brought my car to do recall instead of having my car one day as promised car have to be 3 days and it was two bolts to change an alternator.

Service

Not organised properly

Service

Lied to, ignored and received absolutely no apology.

Service

As per above

Service

My car was in for 10 days, 5 in a queue to be seen, there were no obvious issues other than a potentially loose battery cable and it took time for a technical engineer to test run it. Communication was poor and phone not answered, just hangs up!

Service

Received terrible service on 2 separate visits. Made a complaint via email to Cain and Matthew (10th March) which was ignored by the customer care manager Cain Cruz and service manager Matthew Cullen. No report or video inspection was given.

Service

Service engineer failed to mend seal around door that I mentioned to them when dropping the car off. They claimed that they could not identify the problem- it was very obvious even to a non-expert!

Service

It was done on time and, as far as I can tell, fully executed.

Service

On more than one occasion we have had to chase Cooper Croydon to find out why they have missed collection times and follow up calls/visits

Service

Service was excellent and the car was returned clean.

Service

On collection at 6.30pm I was asked '' do you realise we close at 6. You are lucky there is someone here! The car was not cleaned even after 4 days. Reason no cleaners!! Very poor customer service!

Service

I had to do all of the chasing to find out the status of my service, strange how the video of my car came through while I was chasing up!

Service

Arranged for Fast Track appt to fit battery. Arrived 8.30 waited (along with 3 other people) job completed at 11.15. Questioned why so long, told your central booking gives everyone the same time slot. Better not to offer service if can't provide

Service

Sales person wasn't t very helpful

Service

13 months later my issue has still not been solved!

Service

Mica in the service department demonstrated great customer service and comes across as a very genuine person. Despite the challenges on that day of being extremely busy due to a BMW recall, Mica ensured my car was serviced on the same day.

Service

As mentioned above.....the staff at Coopers Croydon really couldn't care less and it sterns from the man in charge all the way down.

Service

My complaint was not dealt with immediately. After contacting Inchcape I was put in contact with Matthew Cullen who met me to understand my complaint and try to rectify the situation. Cooper Croydon have acknowledged that my experience was very poor.

Service

Car went in with three faults, three and a half weeks later I picked it up with two faults remaining, I paid an independent garage £60 to fix one fault, showed them the fault code print out and was quoted a price to fix it. Why can't you do that ?

Service

Looking for a test drive in an i8 Was messed around by the sales team Utter waste of my time

Service

Friendly staff, nice waiting area. Informative about the status of my car. Reasonably priced MOT and good advice on what I needed to get done. No service parking available, no queue system at the service desk and a bit of a delay in waiting times.

Service

Asked to go away and come back when sat nav init has completed failed even through evidence was shown of the error messages on the computer screen

Service

Car not washed when i pickup it up. Lacked Cost vs Value of Repairs

Service

Poor communication do not return phone call

Service

Initially had a problem trying to make an appointment for a service. Arrived to drop off my vehicle and stood in front of an adviser waiting without being acknowledged. On collection car had not been washed as promised. Attitude of adviser was poor

Service

Takes a long time for people to answer to the phone, tried ringing reception and sales when I got no response from service

Service

As said above, past experiences

Service

I am frustrated not having a service book which would tell me exactly what is covered in a service prior to the service. It is fine to say that a record is kept linked to the key but I would like full access to the records.

Service

Again down to Mr Steve Cutts,made you feel you want to be in your show Room

Service

it was professional and friendly. I feel some of the service options unravel rather than were upfront is my only comment. So I have to always ask 'what if?'

Service

Told service would take a max of 90 mins on booking, service completed, be washed and vacuumed whilst waiting. Took over three hours whilst I waited with lots of other dissatisfied customers. Car handed back with soap everywhere and no vacuum.

Service

If i could give 0 stars i would.

Service

I didn't feel valued as a customer

Service

The guys that carry out the service to our car are great.

Service

Had to wait upon arrive to book car in. Was advised upon arrival that my car had 3 outstanding recalls by the work for these had not been scheduled in and I would need to bring the car back. Car not cleaned before being returned.

Service

Car needed a computer update and was at the dealers for 2 days.

Service

Contd. About the software issues he made me feel very uncomfortable by asking me the name of the reps I had spoke. I tried to tell him o didn't know their names but surely he should as he worked with them. I them showed him the email I had from

Service

Staff were friendly, informative and did as promised.

Service

Car didn't get washed.... Have you stopped this service?

Service

I didn't get a copy of the service history document upon collection of my car + I was offered a car wash, but this didn't happen

Service

Service while I waited and within agreed time frame

Service

Very farrow and quick with service

Service

BAD Client service Incompetence Car worst after service needs many visits to be completed Overhaul bad workmanship Never clean

Service

No wash and valet as explained

Service

As previous answer plus lighting problem sorted efficiently without charge. Service lady very welcoming

Service

The service team is actually useless and rude! There was no correspondence after dropping my car for 4 days and I had to chase it multiple times and had no luck until I sent my partner there and he had to deal with it.

Service

Arrangements were made over the telephone and inconvenience to me kept to a minimum.

Service

Repeated bad workmanship

Service

As mentioned above the experience with the staff at Croydon was very good. The driver who collected and delivered my car was courteous, I was given full information on the service and everything was done as it should.

Service

Initial chat with branch manager was great who had listened to phone conversation with booking team who suggested there was no fee to pay for diagnosis. The manager had then waived the diagnosis fee, and managed to get a BMW contribution for repairs.

Service

- Incompetent, they are unable to fault a car which I have got a 2nd opinion + their own technician have acknowledge there was was an issue hence the vehicle recovered- customer service is POOR - taken them nearly 3 weeks to give me a clear update

Service

I was told that I would be given a lift to the station then had to walk. I was also told my car would be washed and it wasn't.

Service

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

Service

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.

Service

Friendly, efficient and professional service.

Service

All work done as required.

Service

The work was carried out satisfactory

Service

Lack of communication.

Service

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.

Service

I was told in advance what would happen and the service manager delivered on that promise.

Service

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.

Service

Always welcomed and regular client are recognised, communications are clear, the customers waiting area is descent.

Service

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

Service

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.

Service

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.

Service

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

Service

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.

Service

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

Service

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

Service

Staff were very supportive and friendly

Service

It was attentive, but sometimes too 'salesy'

Service

As stated above. Complaint has also been raised to BMW to get this addressed.

Service

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.

Service

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.

Service

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

Service

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 .

Service

The work was completed on time and in a satisfactory manner.

Service

This service centre has actually put me off buying a BMW again. Inefficient, minimal customer service, always an inconvience

Service

Helpful, well informed, courteous, and welcoming.

Sales

I was very satisfied with the experience and the demonstration of the car before being able to drive away

Sales

Very professional and responsive to questions. Whole process from initial walkin, to test drive to purchase was seamless

Sales

Services from Carolina, she was wonderful.

Sales

good sales team, good handover. they just need a bit more space for parking

Sales

Brilliant facilities and helpful staff

Sales

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.

Sales

I was in and out within an hour and a half to order the car and an hour to collect my new toy

Sales

Caroline is a brilliant salesman.

Sales

Couldnt fault the experience apart from waiting almost an hour to do the final paperwork and pick up the car but as it was an event day and i had been warned I may have to wait in advance, this wasnt an issue for me.

Sales

the staff were nice and polite.

Sales

very knowledgeable, informative

Sales

Steve Cutts (sales rep) looked after us from start to finish, the service we received from Steve was excellent throughout.

Sales

Sales staff were so helpful I felt extremely comfortable and was able to ask questions. The center was clean and welcoming the layout was very disabled friendly with comfortable seating areas and clean tea and coffee station.

Sales

Steve, our sales contact, kept me advised through out the whole process.

Sales

Again just have to revert back to my previous answer it was just a all round great experience and absolutely great customer service throughout.

Sales

Amazing sales assistant and friendly customer service

Sales

See above answer about the finance shambles. Sales cannot be faulted and I would have given 5 stars if it were based on that alone.

Sales

very happy

Sales

Staff were welcoming and approachable.

Sales

Regular updates of time scale

Sales

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.