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excellent service, liked the video report
Bit disappointed that I couldn't get courtesy car although i did leave it a bit late it was still 3 weeks before service was due. I arranged a lift to the station but that went a bit wrong and I waited nearly an hour.
The service itself was good
Did what I asked.
Car was delayed Works undertaken on wrong car, further delays Unfairly charged for a locking nut that was previously lost by cooper cobham!
The whole Cobham Team deliver time in and time out.
Delay in completing the service because of "a problem with the busy car park." This is Cooper's problem not mine!
Sorted as requested
The place is a shambles. I was phoned telling me my car was ready for collection 3 hours after the agreed time. I had collected it 2 hours before and the car was in my drive.
No communication during the day. Late call for car to remain with you for routine service. No wash and clean. Pricing not clear per-service. This is billed as a premium product and all the after sales ought to be the same.
Complete lack of apology or concern for the issues created
The last three times I have visited this garage the service has been unstaisfactory
The service was £300+ but the service light wasn't reset and my car was valeted as it was in previous services.
because of the delay I was promised the car would be serviced late and brought back to my home. It arrived back at 8.30 pm but the invoice given to me did not look official, had no details of the service was and did include health check report.
I have to hope the servicing of the vehicle was better than the adverse comments above
On arrival I had to wait a considerable time to speak to a service advisor about what was going to be done to the car and the cost. The receptionist advised that I could leave the keys and you would do the service. This is not acceptable.
As you say there is always room for improvement.
My car was seen to quickly. I took my car to the branch to have two tyres replaced as I didn't trust local tyre garages with my M5. I needed to take my old tyres away and service manager Ali made sure they were wrapped up so my car wasn't damaged
Everything went according to the agreed plan and I was informed as the day went on.
Asked for call back twice during day.Eventually got call at 17:00hrs, about the wrong vehicle! Once this was sorted, told car was ready to collect at 18:00hrs despite me telling them when dropping the vehicle I would collect Saturday morning.
The whole dealership is too busy and too small. You can never park and wait too long to be dealt with. Works completed were fine but the experience was time consuming.
See above and letter sent to the Business Manager
CS issues 1. CS on phone said A/C refresh needed, so booked in. When checked last invoice, done <1 yr ago 2. Called several times see if car ready (pm). Said will call back, but did not 3. 28k miles, but needs new clutch. Still waiting promised quote
Impossible to get through to dealership on a phone, whom despite countless messages rarely return a call. The service is unprofessional. There is extremely high stuff rotation at dealership, it is hard to establish a good partnership with anyone.
Booked a 2 hour service. Waited 30+ minute to check the car in. Ended up taking a full day. Asked for boot to be checked for squeak-it was not. Car wash was poor.
I waited 3 and a half hours for the job to be done It was an oil service I bought the very expensive car last year, and I didn't expect within a year to fork out hundreds of pounds for a car which was supposed to be perfect.
I live quite far from Cobham. My original time slot was put back by BMW. When I arrived the workshop was running late AND the service took longer than scheduled. There followed an ' issue' with a tyre. I had to leave without it's being replaced
Clive was very helpful in keeping me updated
Forecourt reception was confusing, as there was nowhere to park; the receiving employee's instructions were unclear - they said I couldn't park where I was, but had already taken my keys from me. Service reception desk staff were wonderful!
Took less time than I expected. Was kept informed of progress. Very agreeable service agent.
Promises not kept, return phone calls didn't happen, customer service not brilliant. This is not the first time I've received bad service from this branch and keep being told they're trying to improve.
Long wait to collect car and very late. Report indicated a video was sent to me but it was not.
See first Q comments. Lack of care for doing the job was evident.
Terrible service in terms of: 1) my booking wasn't found 2) I had to call to get any sort or updates 3) both my car and my wife's went in - neither were washed 3) my wife's car only went in for a service the following day after insisting I needed it
The purchase of the car was excellent - Mark Kearon. Reversing into another BMW for a service was painlessly handled by Debbie Fisher. My last visit, looking rather lost Daniel was very kind and helpful. My problem is my age!!
I was told I just needed an mot but when I came to pick up the car it also needed a break service I was not told this before the work was carried out
I collected my car the next morning as it was quite late when they had completed the service and mot. It was fortunate that I was able to do this.
Very poor customer service
Please see above reason but in a nut shell even though this is a relativey small thing just ignoring my phone messages undoes all the work you do to try and deliver an efficient service.
Well up to expectation. BMW set high standards and sticks to them.
Efficient pick-up and delivery service. However was disappointed with the quality of the post service valeting done.
Actual service was fine but shame no health check done and the mileage on the invoice was wrong as for the second time in a row you just add 1 to whatever the mileage was last time you serviced the car.
You did what it said on the tin. You said it was a service and it was exactly that
From the above comments. However, they do make me feel valued whenever they speak with me.
an hour appointment turns into 2.25 hours even though I turn up 7.45am and i'm first in. They don't have all the items ordered to carry out the work so have to pinch others to do my work??
Cobham service team could not be more helpful and friendly. MoT done, car washed and ready for collection at about 15.30.
please see above. This is my 3rd BMW and based on the service I have had from both Inchcape Tunbridge Wells (it took them 6 months to send out the front seat mats) and Cooper Cobham where they offered me £1000 less than they should have for my car.
They could not manage the MOT on my car as the slot booked was not long enough, no loan car and i was out of time to arrange much else. The team on site found me somewhere to take it but the whole experience was not great at all
It took a very long time to pick up my car as a result of the crowded site and volume of traffic. The staff were very good, however.
Parts were left undone. Marks left on drivers seat
The AA took my car in because the starter motor had failed, therefore it was not booked in in advance. It took Coopers 4 weeks to fix it and then they found another problem, told me that was covered by warranty and then denied they had said that.
The service personnel in the office were indifferent to my problems
Car not cleaned when I collected it & brought it back 2 days later but then boot still not cleaned but service personnel were excellent
Would of got 5 stars but they didn't return the car on said day and didn't ring to let me know it wasn't being return. Had to go to work next day via train. But next day they did return the car and offered to refund my train travel.
The work was completed satisfactorily but communication from the dealer was poor. Telephone calls went unanswered.
On this occasion the information on the progress of our car was lacking, which made it difficult to plan my time. However, when it was received the information was clear and helpful.
Henry was being very helpful and manger to extend the hire car for me in time before it rang out.The only issue was trying to get in contact with the garage had to constantly ring them to see what was going on with the car spent the whole week there
A fabulous car spoilt poor service and a highly unsatisfactory purchase arrangement which I regret using - it is inflexible and I feel trapped.
I was promised that my car would be washed and returned clean but it wasn't in the end. I think they ran out of time but it just made me feel differently about the whole experience.
The service advisors where nice and pleasant but like above better communication could have improved service levels.
No feedback of progress or to advise that vehicle service may not be completed the same day.
Apart from having to cancel the first booking - it took a month to book the car in again: January is busy. Cleaning the hood of algae - a problem with convertibles - was welcome. Please don't question the original mark of 4.1
Apart from carrying out the first MOT they managed to carry a service.
All done to the highest possible standards.
The job and the cost was satisfactory
Service took three days , they didn't not complete vaulting and pick up /drop off was not offered for 3 days of service and MOT check
Booked the car in for a service, MoT and brake fluid change. Car was serviced last year in February 18. Dropped car off at 740 - 750 am. Phoned at 3pm and told no work had done and advised to collect at 6pm after explaining I had to have the car back
I was queried why I wanted to check the warning lights. Then confirmed there was an issue. 4 days to change a battery. Called back re possible trade in. Spoke to retail manager and never called back. Asked service chap and no call back
Service is great and everyone there understands and is willing to help with the situation but but the constant chasing just puts a downer on it all.
Lack of call backs and information
Initial appointment was good, but I have had a very frustrating time trying to through to them for an update on the availability of parts.
Noted above, I will add I was also not able to get a courtesy car.
She 1 re parking
Good communication throughout the whole process.
Had to wait about 30 mins to collect the car despite having been called to say car was ready
I booked my service weeks in advance, dropped it off at 8.45 as agreed. At no point during the day was I updated on the progress of the car. I rang on several occasions and was told they had to get a part (filter). So late had to collect next day!
It was longer that I was originally told
Appreciate tea and biscuits but would prefer not to have to wait around so long when delivering and picking up car for service.
I was very impressed with the entire experience of dealing with Cooper Cobham, the car was serviced promptly and returned fully cleaned. Very pleased.
I had a safety check video e mailed to me without any explanation after my car was recovered into BMW following a fault occurring after the car was serviced. I had to wait for prolonged periods on the phone to see if my car was repaired!
Waiting for a refund cheque for 3 weeks from Cooper Cobham. No contact from them. No status update. No touch base nothing.
Service & MOT originally set for 31/12/18 but at checkin service agent discovered MOT provider was closed on New Year's Eve.....should have known! On rescheduled date, had to wait a long time at collection time despite few customers. Otherwise fine.
I managed to book my car in and get a loan car even though when previously trying to book my wifes car in no loan cars were available until many weeks later. I also object to being kept waiting at drop-off or pick-up time... and I always seem to wait
As above and discussed with James who has been great.
BMW as not problem collecting the money but the problem has not been resolved.
All went very smoothly
Slight delay in delivery of the new car from what was quoted.
Sales rep, Jamie Smith was always very helpful & accommodating throughout the complete experience
Professional, friendly service from start to finish
One of the dust caps was missing on a wheel, which is bizarre. The sales representative did eventually address the issue, but I wasn't expecting something/anything missing when purchasing a BMW.
Jas was very pleasant and easy to deal with.
I had a difficult experiece with Vines of Guildford and in the end I went to Coopers at Cobham. They were good but I couldn't find any parking at the garage when I went to order the car or when I picked the new car up.
Very nice sales person Jas keep me informed the whole time I was waiting for my car, excellent service
The car I originally agreed on had been sold already. No fuel in the tank despite paying for it. Both issues resolved.
The service was all very good right up to the last few days when there was a flurry of activity to finalise the paperwork. From my point of view this was rushed and badly handled when there was ample time to do it all in advance.
Approachable and responsive.
Ease of doing business
Good customer service
Very nice experience.
All down to the sales person, Maxine!
I had asked for a 340i with adaptive suspension and digital cockpit but was told there weren't any, which in hindsight I feel was a lie. Then when I rec'd my car, the suspension was terrible, due to transporting blocks not being removed from wheels.
The atmosphere was awesome. The attention was incredible and I'm still having great support. Minor issue regarding a small mark on the driver door that was solved within a week. The after sales so far is great
See above - car was not in a showroom ready state on collection and had damage to the interior which I am still waiting to get repaired