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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.
Very poor customer service
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.
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.
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??
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.
Cobham service team could not be more helpful and friendly. MoT done, car washed and ready for collection at about 15.30.
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
Parts were left undone. Marks left on drivers seat
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.
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
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 work was completed satisfactorily but communication from the dealer was poor. Telephone calls went unanswered.
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.
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.
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.
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 carrying out the first MOT they managed to carry a service.
All done to the highest possible standards.
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
The job and the cost was satisfactory
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
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
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.
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.
Lack of call backs and information
Good communication throughout the whole process.
Noted above, I will add I was also not able to get a courtesy car.
She 1 re parking
It was longer that I was originally told
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!
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!
I was very impressed with the entire experience of dealing with Cooper Cobham, the car was serviced promptly and returned fully cleaned. Very pleased.
Appreciate tea and biscuits but would prefer not to have to wait around so long when delivering and picking up car for service.
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.
As above and discussed with James who has been great.
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
BMW as not problem collecting the money but the problem has not been resolved.
Having told them, they had replaced the wrong bulb, they corrected the problem quite quickly. The impression that you get is that the technicians are very obliging but are being imposed on by BMW management. They are in the front line.
everyone was very helpful
Poor customer service. Wasted a lot of my time. Given incorrect information. Not kept informed.
Service staff are polite and efficient with delivery of information. Works are carried out to a high standard. Nothing has been rejected under warranty to date, this is how it should be. Worry free motoring. Fantastic.
They brought my service forward and then completed quickly to help me so I could get away early as I had a long trip to make.
Car was booked in for a simple oil service. Dropped off at 8.30AM. I Received a call at about 3.30PM saying my car would not be serviced that day and that it would not be completed until the following day. (continued below)
There have been issues the last four times I have taken my car in to Cooper Cobham. Not issues with the work on the car which has generally been fine, but with communication.
Service carried out on time. Always very thorough.
car went for new tyrewas returned without being washed/valeted, also had the red key number by the centre mirror still there. couple of days later, I get a tyre pressure warning, after checking, I found that the new tyre hadn't been filled correctly.
The rear brakes needed renewing. I paid for the work on the brakes and a service. The dashboard warning light was still on. On returning next day it was discovered that the work on the brakes had not been done at all. Very unsatisfactory.
Problem we had was sorted out quickly and professionally.
on return the car still indicated that it required a service
Expensive..and every time I bring my car for service I'm told who will look after me and when the car will be ready by. Subsequently, every single time, the car is never ready by the stated time, so.i call to find, and can't get hold of anyone.
Car collected late.3pmnot done service yet.5pm1 hours work left to do tomorrow, car will be back Thursday 11am. Wasn't -called them 11.47am.Told had called me 10am-NO. No evidence.Brakes not done initially but did then do. Told fuse box ok -NOT
I was told I could have a lift to the station however it took a long time, 40 mins , because they didnt have a car ... which looking back seems crazy as they could have used mine.
See above. Staff are polite when actually get to talk to them (difficult) but car is still not fixed and frankly it was such a long/winded palaver getting it to you and back last time Im still driving it with the alarm sounding as I cant face more
The booking process is not as easy as it could be in this internet age (your web booking service appears not to work at all) and the wait for an appointment is very long
Car was with you far too long for what was MOT/MOT remedial works. Because bill exceed £1k I could not pay over the phone. I noticed that car was returned without it being washed as has been the case in the past.
The car I originally agreed on had been sold already. No fuel in the tank despite paying for it. Both issues resolved.
Ease of doing business
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.
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
Overall the experience was very good and service was professional.When washing the car for the first time found a small blemish on the edge of the boot lid and reported this to Maxine Dadoush my sales consultant and has delt with problem quickly.
I've been buying cars at this Cobham facility for 20 years and the service and sales this year with Maxine Dadoush have been exemplary.