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Did what was expected
Airbag recall safety check was done swiftly and on a Saturday morning.
As above, had to wait 10 mins for car to appear at Cobham
See above. Nothing more to add really.
For promptly arranging an appointment and for the willingness and understanding shown in dealing with the problem
This was the 2nd time my vehicle had been in for a service where I had asked that they also attend to an annoying noise that comes from the rear of the car virtually every time I go over uneven road / a bump or small pot hole. Still not fixed.
All done on time, good communication from service advisor Henry and car delivered back to my house.
The technicians are long standing and have a huge and in-depth knowledge of the older BMWs, in addition to the current lineup, so there really is no other choice of dealership to look after my two BMWs, seperated in age by 15 years.
They caused further faults while they had the car, and promised me 2 phone calls explaining why they had done what they had done. A week later, I'm still waiting for these phone calls. - I don't hold much hope of receiving them.
Because the car was ready on time and all was completed
It took a while to figure out what was wrong - it was a computer glitch.
You did exactly what you said and it cost less than I expected.
Lack of information when I picked the car up after a service, resulting in me taking back the next week for things to be finished.
I took my new 218i back after 300 miles as I was having trouble from day 1 of ownership with the tyre pressure warning a front nearside tyre. Actually a nail right through the tyre. New tyre cost me £134. Was it damaged before I picked it up??
The car was collected early and returned in good time with all the information we needed
No hidden extras. Only do what is needed and advise about future
An intermittent fault could not be found
Car collection did not occur until some 6 hours after agreed time and numerous calls to Coopers to remind them. Only received satisfactory service after e-mailing a strongly worded complaint to the general manager.
- data submission from car received by BMW but wrongly logged, hence no call by BMW to plan service- Error made on MOT form; milage now 55k miles on form, but milage car is 55000km not miles. I called but still waiting for promised call back to fix.
I was very disappointed as I had an appointment early the following day. The seat position had been changed and also lost to the memory on the seat control. The head up display was in km not mph. This should of been corrected before delivering back.
Everything ok until I had to remove my wheels a few days later. BMW had tightened nuts so tightly that they had damaged locking nut to a point I cannot remove it. I called to ask if I could pop in to get them loosened, 'not without booking it in!'
Only reason for not stating very or completely satisfied is that I had to call four times to get an update on when the car would be available to collect. Eventually received a voicemail message around 7pm that I could collect the following morning
No update seems forthcoming unless requested.
Was not quoted a price for the replacement tyres, which I believe is poor practice. The original quote was very incompetive too. But ultimately, happy with the quality of work done.
For me, it's all about the people you deal with that makes the difference. Marvin and Oliver in sales are excellent. Luke Clark in service makes a significant difference as I have previously mentioned.
Communication with the service agent was poor. Initially car was to be ready the same day (Wednesday) but a part was required which I was told would arrive Thursday. Thursday became Friday, then Monday. I had to call many times for updates
Very poor communication. Did not return my calls or keep me informed of what was happening. I was without my car for a week. When I collected my car I discovered that many of my settings has been erased.
5 stars definitely A very easy experience
I refer to the answer above.
Same reason as above :I would not recommend Cooper Cobham again to friends or family, I bought 2 cars from from them and helped friends and family buy another 2 cars from them. When I tried to change my car through them, I got no help whatsoever,
Because nobody seems to understand my query as to why is it BMW cannot provide a decent size brake pedal for a DCT gearbox.And still I have not been provided with a plausible answer just "nobody else has queried it".Unacceptable.
Only marked down as they didn't advise that a loan car wasn't available so i had a wasted journey and they didn't organise a test drive of a new vehicle within a reasonable time so i went with a new Mercedes instead.
As the service was supervised by the Mangaer himself it was carried out to perfection!
The cost was good and they are polite and friendly staff. But I did have a issue where I was told they would contact me back and service update, but they didnt. I was always chasing for update.
Took much longer than it should to drop off and pick up also forecourt issues as above.
Again, Luke Clark is excellent. Simply put, it's people like Luke within a franchise that would make me buy BMW again, and buy again from Copper Cobham.
Too long wait during delivery/collection
The issue I had with the car had come back on the same day and I called in for the representative who dealt with my case but he never returned my phone call messages, I am still awaiting to hear back!
Quick, well done, very expensive
Nothing is too much trouble and any & all issues are dealt with
see above - the way the complaint was handled was totally unsatisfactory, with the customer service agent trying to belittle the complaint as "confusion" without any follow up or written apology.
Professional staff, clear explanations of work done including replacement of gas recirc valve under warranty
Everything was OK, except there were quite long waits to hand over the car for servicing, and to pick it up afterwards
I was completely satisfied with the service given during my visit to Cooper Cobham.
Excellent customer sevice throughout my visit.
Value for money
Disagreement over MOT failure eventually concluded happily, but also forgot to reset service indicator. Easily remedied.
Got the wrong hire car was provided, specifically asked for an automatic but was given a manual. Took over 2 hours to find a car that was a automatic. Wasn't called back, had to keep chasing to find the status of my car. Overall experience terrible
I had a wait both during drop off and collection
Friday morning i was seen promptly and my car was taken and i was dropped at the station, however on Saturday morning when i came to collect my car at 8:30 there was hardly any staff available. I was unable to get my car until 9:20. 50 min wait :(
The cart was returned in a much better condition than I could have reasonably expected. The car is 27 years old, but it looked like new.
The service was fine and the car returned cleaned.
I was given a price of £240 for a first service on a M135. When I picked the car up they said made a mistake and charged £330. Talking to another BMW garage - they confirmed price was £240 for service and could not explain why I was charged this much
Very helpful service assistant
Cooper Cobham are always good to deal with. They respond quickly and well and seem to do the best thing for the customer.However I requested twice for my car not to be cleaned and it was anyway.
There was lack of clarity on whether a problem id asked to be checked had been checked, and nobody returned any of my 3 followup phone calls on this. I was then charged ~£200 for diagnosis of the problem, apparently after it had been fixed.
Everything was done as I wanted it to be
It's polite, efficient, flexible and makes me feel valued as a customer. Great to have car cleaned and valeted also.
We had to wait about ten days before we could get our car booked in after we had identified a problem with it. In our view this was too long. Once the car was in, the problem was solved and the car returned by the end of the day.
Excellent service rep, knowledgeable and personal.
The service was carried out efficiently and the service Advisor explained what had taken place
Slick. Effortless on my part
On arrival I was able to find a parking space with ease. I was greeted in the car park and informed who my advisor was going to be. The reception staff made me feel at home when I walked in the the Service staff made me feel like one of the team.
Same as above
Service was carried out as requested and on time.
The service was extremely professional and everyone who dealt with me on the day made me feel special.
Jane was extremely helpful and considerate thanks
1. No capacity to park my car on arrival. Completely overloaded with cars arriving and trying to leave.2. No Ioan car available despite me booking it three weeks before AND phoning on the day to check 3. No taxi available 4. Wasted half my day
Everything was handled in a timely manner and efficiency - with special thanks to Kayleigh Widdowson (at Cooper Cobham)
Had to return to get service book stamped. Asked not to wash car, but they did. Rather than sending a video of oil leaks I would have preferred a discussion about how soon they could fix. Emailed asking for service and body appointment but no reply.
Because of the way the issues were dealt with by the Dealer Principal, I feel reassured to give them another chance.
Car had been cleaned but left outside at service garage overnight and arrived at my home somewhat dirty the following day.
Fantastic to drop car at short notice and collect an almost new courtesy car. Car repaired and recieved good updates. Also received discount on new part as air suspension failiure at low mileage
I had alerted Service Dept well in advance of a Cruise Control failure warning light but a spare part had not been ordered in anticipation of the vehicles servicing date. The vehicle was therefore returned to me lacking a repair.
Made to feel welcome and valued
I was told all would be completed in 24 hours, but in practice the car could not be returned for 48 hours
Everything you were asked to do happened smoothly and efficently
Nicole in service was fantastic, looking after every facet of my car repair, including dealing with the insurance company. The work was completed faster than expected, it could not have been any better!
Excellent and friendly service. Well explained. Good communication and work completed as discussed / agreed
I was booked in for a courtesy car which was not available and we needed to reschedule.
This last visit was so much better than the previous couple, things were back to the high standards that I have grown to expect. Nichole was fantastic and the atmosphere was back to calm efficiency rather than the bedlam last year.
The car was returned promptly and was nice and clean.
Not totally sure boot rattle problem has been fixed. Boot still rattles occasionally
The service provided was excellent. The only caveat that I have is in regard to the pricing of replacement tyres which are typically around 25% more expensive than the price available elsewhere.
Despite all the information around the branch about the importance of providing a great customer experience I found this to be far from the reality
Got misquoted on the phone, actual price was doubled within a couple of minutes speaking to the advisor on the day and waited 1 hour for my loan car.
I was unable to resolve the issue that my family have with your database. The matter has been referred to someone else but I have not heard anything since.
Seamless and efficient service.
they haven't completed work because of time constraints. The vehicle was dropped off at 09h30. This not acceptable.
Just the waiting time spoiled the service.
Very polite, helpful staff apart from the aforementioned experience.
I don't feel the centralised service booking center is always an appropriate way to book in a service / maintenance when something is wrong with the car.
Service was carried out in the time framework indicated and the facilities whilst waiting are quite good
Always good service from this company.
No issues and service staff communicated well and kept me informed of progress
Excellent service, as is the car
Happy with the staff; Kept me informed
Had a puncture and they fiitted me in that day to have a new tyre fitted.
we are completely satisfied
The advisor was extremely couteous and informative. We bought the 2 year service plan
Booked it in online, turned up and had the car serviced, which was ready at the time I was told, and collected a spotless car, both inside and out. What more can you say! Excellent service and the staff are always friendly, efficient and professional
Service great thank you
There were a few hiccups along the way with communication, however these were resolved quickly
very professional and felt very welcome from emma once again with tea and coffees
Neville was very patient with two 70+ year old pensioners getting to grips with modern technology.
My comments above explain . Jamie Smith seemed as excited about the car as I am !
Handover was not rushed in any way, Neville took his time to patently answer all our queries even though it was close of business.
Very pleasant and friendly staff and we were well looked after by Miguel. He was especially helpful when handing over the car and explaining/showing a lot of the functions to me.
The dealer experience was very professional and friendly, the hand over was a lovely touch and made the hand over a memorable occasion.
Couldn't have done anything more for us
The dealer couldn't do enough to make sure that we were confident with the new car.
Please see previous comments. I would enter 0 below with regard to Cooper BMW at Thames Ditton but your good reputation is absolutely intact following my experience at Cobham.
Difficult to suggest anything that could have done better
The service, which we had, was exceptional from both the sales and finance aspects.
Buying my new BMW car was a very satisfying experience. I spent a lot of time looking at the various trim and optional extras before going to Cooper BMW at Cobham, Surrey. The salesman who saw me though the whole process was Jamie Smith - excellent!
Thank you for your feedback. We are very happy to have delivered for you and wish you many miles of happy motoring. Lewi Fasulo - Head of Business.
Despite some dealys in the delivery, I was always kept in the loop.
Thank you for your feedback. Marvin is a great member of the Team and we appreciate the time taken to recognize him. Lewi Fasulo - Head of Business.
Everything went very smoothly and according to plan.
Thank you for your feedback and we are very happy that Oliver and the Team delivered a smooth customer experience. Lewi Fasulo - Head of Business.
Very nice handover. Missing tyre mobility kit. Still waiting for the securing strap.
Thank you for your feedback.
The car wasn't as clean on the inside as I'd expect with a brand new car. So this let the service down.
Dear Ms Khan. Thank you for your feedback and please do contact me directly so I can organize another valet for you free of charge. Lewi Fasulo - Head of Business.
My purchase was all completed by Phone and e-mail , the speed and efficiency of all information exchange was excellent.
Thank you for your positive feedback and the whole team wish you many miles of happy motoring. Lewi Fasulo - Head of Business.
Very good buying experience
Thank you very much for your positive feedback. Regards, Lewi Fasulo - Head of Business.
In addition to the above Neville Constuctor, the sales executive, helped us in all aspects of the purchase. This included the removal of some options to reduce the list price to avoid the punitive road tax for cars with a list price of over £40,000.
Marvin is a credit to you
All queries handled promptly and politely, it was always clear where we were in the process and next steps.
It was a long process due to delivery as I understand. But through out the negotiations and delivery, Jamie Smith was an excellent driving force to conclude this deal. He was cool, clearly explained points arising, very calmly concluded the deal.
We achieved the purchase with the relevant car specification detailed and documented in a convivial manor.On the delivery day the very detailed hand over process gave us both a great insight into all the control systems and various menus associated
Car was delivered quicker than expected due to the hard work of the sales executive. the car was immaculate when I picked it up, and I was given a thorough introduction to all the cars features
great service from Jamie
So quick. Very impressive
some minor issues but nothing major and I liked the fact that resolving the issues was very straight forward
A very good experience all round. Everything was very smooth running, including all paperwork, taking me through the controls of the car, and communication re pick up.
Neville and the team got back to me promptly and it's great buying a car from people who love their product.
I had to ring twice see when the car was available for delivery. Its been 12 days from collection this is the first contact I have had.