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Problems not resolved quickly
The work that needs to be done is explained and completed on the agreed time.
I waited while the MOT was carried out. Staff were efficient, courteous and helpful.
I was fine with the service however when getting the car back I had to prompt them for the bike rack to be fitted to the car as it wasnt on when I went to pick up
Booked in for 10.0 on stated day for first oil service. Took forever to check in with many forms to go through. Finally left at 10.45, in mitigation it was busy. Car wasn't ready to collect until around 17.45. Was told they didn't have part.
The service line staff are rude and too busy and not responsive. A number calls go unanswered and then when they promise to call back they never do
I was called to say my car would be ready at 3pm so I made arrangements to get there for then. At 3 I received a phone call to say the car was not ready.
Staff went beyond the expectations
Warning brake light came on within 2 minutes of driving off with car. took it back and sorted out immediately as sensor needed adjusting
Difficultvgetting sn appointment. Phones not answered. No call back when promised. Confusion as to whether car was ready and what had been done. Seemed to have to rely on the mechanic that did the work. If he wasnt in no one knew anything.
Long wait to check car in for MOT and service. Then told car would probably not be ready that day, so I made arrangements to do without that evening. On returning home there was a message to say it had been ready after all!
The waiting time to see an agent for a booked service visit is unacceptable
Great service and easy to deal with
My car service was fine, I did expect the complimentary car wash to be done in higher standards, as BMW has a reputation and the service should reflect that reputation.
all good but it took longer than anticipated
I did not meet the service contact at 9.30I did not hear from her until I rang for an update at 4.15. I was told that my car had not returned from MOT, should be ready by 6pmbut would confirm. No call back.Rang twice at 5.30 no answer.
Had to wait 40 mins when is called to see if my car was ready.Car was meant to have been cleaned but it was hardly touched
First of all the driver couldnt find our house. Then the car had to stay overnight. It was then returned without my knowledge and agreement, which is a serious security breach. My call regarding this was misdirected twice, and answered after 40 mins
Job done efficiently. Only question is that the timing of pick-up/deliver to home address should be made more clear at the outset. There was some confusion over the timing with my recent booking.
The lady that dealt with me was very nice but ultimately the work has been very poor and the fact nobody called me back after 5 calls is shocking.
The staff have been very friendly and helpful, but I am very unhappy about the damage to my car and unsatisfactory repair.
The work had not been finished when I arrived to collect the car at the time agreed when I took it in. A phone call was made to my home to let me know, but I had already left.
I felt like the problem was not taken seriously and I was fobbed off
Everything was carried out as requested
I usually deal with Nicole Waller at Cooper Cobham.Nicole is always an absolute pleasure to deal with, extremely knowledgable, nothing is ever too much trouble, and everything is always done with a smile.Nicole is an absolute asset to your busines
I have to say that I think that your people at Cobham were somewhat let down by their body shop (at Brooklands?). I had booked the job weeks before. The service receptionist was apologetic, especially and my MOT / brake fluid service was prompt &fine
An oil change service took a day and a half, the subsequent oil leak caused by the service was misdiagnosed on a further 2 hour visit and finally it took a day to identify and replace a dip stick washer lost during the service.
Only got what I was promised after complaining.
Efficient, courteous service.
Nothing wrong with the servicing of the car, but I asked for information on an upgrade to the sound system that was completely forgotten. Not the first time this has happened at Cooper Cobham. Staff seem incapable of dealing outside their own dept.
My car went in for all of the wheels to be replaced due to corrosion. I was told the car would be ready the same day. I had my car returned to me four days later.
Staff go above and beyond.
Assistant seemed stressed when she dealt with return of my car.
Very impressed with the levels of customer service received.
Very efficient and helpful
They completed all works to expectations
See above - they accepted me on a walk in with possible flat tire, sorted it all out and had me home in less than an hour and returned my car the next day. I was nervous about going there after horrible experience at Thames Ditton (common ownership)
Parking was a bit of a nightmare. Need more space
BMW I like, my experience with BMW Copper Cobham was not good. Personnel is not kind, they delayed my car for another 24 hours with a last minute notice. Very poor quality service for this brand
Service itself was fine. The problem was high level of customer demand, which put the staff under strain. Also, far too many cars parked on the site, making it difficult to find somewhere to park our other car when dropping off the vehicle.
Makes me feel welcome any time I am there
Efficient service from staff despite being a very busy morning
Customer service totally let me down. 1. I requested repeatedly for a body shop quote while the car was on site, I never received it.2. I asked not to have the air con clean, but this was done.3. The car came back without a hoover/clean.
Notwithstanding the above, the fix did go fairly smoothly, albeit your service advisor informed me that you were driven by the BMW franchise rules.
I had a booking cancelled with less than 24 hours notice, with a poor excuse. Then after it was rebooked, I had to chase for updates once the car arrived at the garage (car was there for 4 days for recall work).Happy to go into the details
Lucy on Service Reception is very good indeed.
Booked appointment 8th August for the 17th Sept. Received A/P message 5:30pm Friday 15th Sept telling me not enough technicians and backlog of work (told the same re technicians Sept 2017). I Left 3 messages. Some issues when I arrived in branch.
Its a nightmare arriving at Cobham because logistically its too small and servicing should now be undertaken in a different location.Valeting for a new car was poor to say the least. When you spend nearly £100k on a new vehicle it should be clean
I felt it was very expensive for service received
Very Kind but Services they were very disorganized; they changed appointments even at last minute and lack communication. They informed many times about new works to do just the day of the pick up at last minute which is unacceptable as they got time
Although curtesy car was cancelled, service was done promptly
self-explanatory score given
I came in with an issue and a technivian came on a demonstration drive to assess the issue determining it to be rear discs and pads. Once renewed the problem persisted rewuiring the front discs and pads renewed. The bill jumped from £500 to £1200.
as above. Your showroom advert says that I should be completely satisfied.
Standard service was more expensive then the web site lead me to believe
The only issue was that I was told it would take less time and it would be convenient for me to wait.
Immediate service at initial reception, but a wait to see the service adviser. Service took 1 hour longer than quoted, but a discount was given to reflect this.
Each time you have serviced either my car or the car you recently serviced we are met with a feeling that you are not going to complete the job fully without making hard work of things.
Because this is not the first time we had been let down on our service experience
Good experience people and facilities. Parking still a challenge
You offered a free safety check which revealed brake pads were due for replacement. This work was done promptly while I waited.
Promised all done within 1 hr at bookingPromised all done in 1 1/2 hr at day of serviceActually after 2 hr I had to ask if the car was readyPoor show. I saw other customers leaving to find another dealer to get the job done.
If we were not very satisfied with Cooper Cobham we would not support them.
Just an MOT. Passed again no problem after 13 years. Not much money for BMW but the service was excellent nonetheless. This included cleaning the car which was done to a very high standard.
Because i got charged for something i should never of been charged for
Thought car parking is a very serious issue any time I go there I think they provide excellent service to me
It started disastrously - see response to question 1. Surely it's possible to advise customers in advance that there's no courtesy car available. However in the end a genuine apology was given and I felt I was treated as an individual.
Twice I needed to call to get an update on rhe work (in both cases I was told I would get a call back but didnt)
The service staff were very good.
Disappointed that despite having my car for two days the Egr valve could not be replaced requiring my car to go in again. Level of service is not as good as the last time I had a BMW from Coopers in the early 90s
5 weeks to complete simple repairs and then car returned with same faults !!
Because the defect reported was not fixed.
Parking, parking, parking - or lack of it.It is now so bad I am considering finding another BMW garage to use.
Will have to come back next week for unfinished work.
Great just too busySite needs to be bigger too many cars and people in such a small space.
Covered everything I needed and did it nicely
All done on time, car cleaned, polite staff
I was led to believe that the issue with my vehicle would be covered by the warranty, this turned out not to be the case and I had to pay for the repair. If there is a doubt do not raise a customers hope only to dash it at the end!
Good service from polite, pleasant professionals
Reliable choice. Always polite and helpful
I bought my Z4 in Oct last year with a roof rattle when closed. Been back for third time and it has now been addressed. However I now have to return with rattle in rear passenger window whe the roif is open and windows up??Service Dept always sympa
Inside of car returned unclean with marks and oily fingerprints on dashboard (though carpet was hovered). Empty paper coffee cup from someone from Service Center left inside car.
The rearranged service was perfect and your staff were v attentive and helpful on the day
The procedure was fast and efficient.
This main issue was that the deal advertised was not able to be completed!Still slightly pissed at that.
Broadly speaking, a satisfactory experience, however mainly driven by my personal experience and knowledge of BMW as a product. Staff could have had a better knowledge of the new 4x4 x models coming on stream.
Was smooth transition
As previously mentioned, the staff were excellent in all aspects but you lose 1 star due to the rather chaotic & crowded forecourt & parking facilities at Cobham.
Friendly and efficient
The service was good and people went out of their way to fit me in.
The time taken from my own initiated enquiry to a decision was less than 12 hours. The follow up service and attention to detail was first class.
Olivia Nokes was our sales rep and was very professional and knowledgeable without being too pushy
I would have been 100% but you lost marks as the car was delivered 3 days after promised delivery.
All the BMW employees we dealt with were very helpful and knowledgable.
Salesperson and the BMW genius at Cooper Cobham were excellent. Unfortunately the extras I had agreed as part of the sale hadnt been ordered in time so were unavailable when I picked up my car, hence the 4.5/5 instead of 5/5.
Professional service to a very high standard
Completely satisfied. The staff at Cooper Cobham BMW were fantastic, made to feel so welcome as soon as you step through the door. I was advised at every step of purchase and delivery process, keeping me informed constantly on my vehicles progress
Marvin Mills was particularly helpful throughout.
Everything involved with the transaction was effortless
Very helpful and friendly staff
Made to feel very special and welcome the flowers and unveiling of my new car and was a super touch. Well done Maxine
It was easy and stress free.
Again great sales rep and personal service for collection
Good experience but one small niggle in that request for model number to be omitted was overlooked
was kept informed