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The garage is always very busy, there is no where to park, the wait for the service is always 2 hours plus and even then I have to chase the service team to see when the car will be ready.
Poor transparency regarding pricing of servicing costs. Costs being charged are greater than those advertised and no car cleaning.
Mostly good but unable to service the aircon due to contaminated gas.
Long waiting time
After not receiving a call all day I returned to the dealership at 5:30pm to collect my vehicle ahead of the given time of 6pm. At 6:20pm I was still waiting in the packed customer waiting area. I ended up leaving without my car.
-ridiculously long waiting times from point of booking request to booked date (have to book in April for a June service booking) -misadvised about the time required to diagnose a fault -loan car requested but not supplied
Friendly, helpful Service Agent. However. No hire car available. Long waiting time at both ends. Car was kept for three days (should have been 1). Replacement tyres more expensive than market price. MOT more expensive than market price.
Took two days to do a MOT and very minor service, car was returned unwashed and dirty both inside and out.
Booking this service was through a central body which failed to understand that an MOT followed by the pre-warranty service requires a whole day. I was booked in for 2.30pm, arrived and was sent away again and asked to rebook.
Overall, the service was OK. However, I received no update from the team (including the usual video report) while my car was on site. When the car was returned, it had only been half-washed (wheels were still quite dirty) and had not been dried. Poor
The service I booked was not done. The loaner car I booked was not provided.
Excellent, the only very small problem was the service went overnight rather than just one day although I was kept informed of the delay and as it caused me no problem i agreed the time
Nice friendly staff and helpful manner!
As above: the Cobham personnel are always very smooth and agreeable. Unfortunately this is just words. This is not the first timeI have experienced a long wait rather than honest statements about when a vehicle will be ready.
The next day, my service assistant called while I was at the theatre. I called back at 6pm and again at 6.30, but he did not return my call. I was told he would be in the next day, Good Friday. I had to call again and was told he was not in that day.
Would have given you five stars had it not been for above mix-up.
They forgot to clean my car after the service.
- Made to wait for 1.5hrs before I could leave. - Courtesy car finally provided. Filthy with drink cartons and rubbish from others - Couldn't leave dealership as exit was blocked by angry customer who was disgruntled by poor service from dealership.
prompt and efficient, although car not washed
over 3 weeks in advance to get a service date car kept over night due to damaged new parts from supplier on this occasion i did not need my car the next day
Last autumn service visits and work were a catalogue of disasters. My most recent visit was better but still not great. Was told brake pad replacemnet would take about one and a half hours - I was there for 3 hours.
A Service visit specifically to win back my custom after a service failures on my last visit.Failures occurred again. Vehicle picked up late,returned unvaleted, service book incorrectly completed and air intake pipe found to be dislodged on return.
When I booked the car in I mentioned that the oil light on the dashboard showed yellow. I was told this would be picked up on the service but it was still there when I picked the car up
Getting information about the status of the service could be much better. (Why do I need to call, when I already got SMS with a link to the video diagnostic ... same thing for status would make sense)
Very difficult to park at the showroom. In fact a total joke. Very stressful It was serviced and it was not washed and it came back with scuff marks on the leather inside
The Franchise is so busy. Customer service can be a let down. Length of time for Appointment time, waiting for car when its ready
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
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.
Did what I asked.
The service was £300+ but the service light wasn't reset and my car was valeted as it was in previous services.
Sorted as requested
Complete lack of apology or concern for the issues created
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.
The last three times I have visited this garage the service has been unstaisfactory
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.
Delay in completing the service because of "a problem with the busy car park." This is Cooper's problem not mine!
I have to hope the servicing of the vehicle was better than the adverse comments above
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.
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.
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
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.
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.
See above and letter sent to the Business Manager
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.
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.
Clive was very helpful in keeping me updated
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
Took less time than I expected. Was kept informed of progress. Very agreeable service agent.
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!
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.
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
See first Q comments. Lack of care for doing the job was evident.
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.
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
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.
Well up to expectation. BMW set high standards and sticks to them.
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
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
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 service personnel in the office were indifferent to my problems
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.
A fabulous car spoilt poor service and a highly unsatisfactory purchase arrangement which I regret using - it is inflexible and I feel trapped.
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
My X2 was ordered through the Motabiltity scheme very impressed with the sales team.
The best there is
All went very smoothly
Slight delay in delivery of the new car from what was quoted.
Professional, friendly service from start to finish
Sales rep, Jamie Smith was always very helpful & accommodating throughout the complete experience
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.
Approachable and responsive.
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.
Ease of doing business