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always great service
I am still waiting for the service department to contact me re replacement rear light units.
The front of desk service from Steve Booth was excellent.
The Gentleman dealing with me at Service reception was very good
Paul who looked after our vehicle was excellent, called us as promised was utterly professional, polite and took time to explain everything in detail.
nothings a problem smallest detail looked after
Had to hang around a while for the paperwork to be completed at the end. Otherwise a good service.
Service and MOT together with two front wheel refurbishments fine. Let down over the failure to screw down the registration plates as requested.
Had to wait in reception for half an hour before car was brought round
Hi had to put in 10litres of Ad Blue a few days after the service!
Everything was done on time but the car was returned with a small dent in the bonnet. It's hopefully going to be repaired at the MOT
The service assistant took the wrong print out when scanning the key and changed the booking to a brake fluid service. Whilst I was happy with the way Coopers handled the error it should not have happened.
Only downside was having the car off the road due to the delay of parts arriving from Germany on VOR
Car was ready on time snd had been cleaned.
I was not offered a pick-up or courtesy car when I booked for the service. The main problem I highlighted (back parking sensor malfunctioning) was not addressed during the service. Tyres were not changed. A repair quote was too expensive.
Queued for a long time, - told when booking the while you wait job would be 90- mins took over 150 mins. - then mis-charged
Generally ok, but initial person I saw was not very personable and car was not ready by the time it was suggested I collect it.
always a pleasure to deal with Cooper Tunbridge Wells service department
The whole experience was unsatisfactory, with poor communication from BMW about my car and when it could be collected.
Both times I have taken my car in, the service has been poor. No communication from the team. No response to calls (called three times). Almost didn't get car back. Didn't listen to my description (either time).
As always the staff went above and beyond to help. In fact they solved the problem for less than I expected to be charged, and solved a problem I didn't know I had!
Excellent service from Steve Brand, car was serviced and valeted in a timely manner and a good price. Booking the service was quick and easy.
I was quoted 1 1/2hrs for an MOT and end of warranty check so I waited. It took 3hrs! The guy on service who finally chased it up was good but if I had known I would have done other things and not just waited!
Complete lack of accountability and customer care for a very simple fault. My only positive was the quick response from BMW Assist and the courtesy car provided by them
Could not get service to answer the phone no matter how many times I called by Thursday pm at 6pm I service adviser called to say an injector was down and would call me Friday morning to confirm the cost. Nothing tried calling a number of time no one
Car repaired to our satisfaction, and ready on time
Efficient efficient n all aspects. Staff had good attitude & service was completed well & on time.
I inquired about blocked washer jets - I was told this is common because of location of washer bottle. The only proper remedy is to remove inner wing to get access and clean!!!!
The work was done on time as planned and was able to wait with a nice coffee
Didn't deal with my query about the radio and there was misinformation initially regarding the price
The oil service was very quick, 45 minutes earlier than stated, there was some confusion about the service plan on the car, nearly cancelled and walked away, the service consultant mixed up the digits.
Wheels not changed and no communication. Car due to be collected following day but no one showed up- again no phone call to say driver running late.
There were a few problems when we picked up the car which tainted the experience of collecting a brand new car.
1) garage unable to book car in quickly, no loan car available only 2) garage unable to do diagnostic check to fix load cover as it was Friday + car late coming 3) told car has split gaiter - promised follow up, ive heard nothing? 4) video late
Recall M3 for new prop shaft: Dealer needed car for the day. Wasn't ready because glue needed overnight to cure. so really a 2 day job. This could have been forseen. I was kept well informed and I appreciated that the job was done properly.
See above Only member of staff who has tried to help is Sue in after sales
The car performs very well after service. My only reservation is that I am unable to verify that the oil has been changed but I feel sure that it has.
Not the problem of Coopers but BMW arranged a replacement vehicle but the Eurocar dept. was not open on the Saturday or Sunday to arrange a 4x4 so had to settle for people carrier
All was good apart from the collection. Despite there only being a few people collecting it took 15 minutes to be served and then another 20+ minutes for a driver to bring the car
The service itself was fine (as far as I can tell). However I was kept waiting for some time to see a service manager (out of peak hours) and the change of tyres took much longer than usual (my previous experience is with BMW in Aberdeen).
The only issue - I asked them to look at something and it was only when I got the issue was noted on the service sheet - it would have been nice to be informed when i picked up as it has to go back again one day.
All was good, but having been told my car would have a complimentary clean inside and out, I was surprised to see that although the outside had been cleaned, the inside was still very dirty apart from hoovering the front two seat wells.
I reported air-conditioning that was not providing cool air when on Auto mode, but worked fine otherwise. Despite extensive diagnostics, I was told there was nothing wrong. My drive home showed it was still not working.
quick and thorough
The staff are definitely deliberately evasive and show a lack of desire to please. It feels like their is a lack of leadership. They are consistently illusive by phone/email, rarely phone back and behave like it's our privilege to be served by them.
Everything went fine
Excellent helpful and friendly service staff
Would have liked a service package
There seemed to be a bit of hiatus in locating my car when I came to pick it up. I was given the keys to go but the car was nowhere to be found. I had to wait a further 20 minutes for it to be brought round to the car park. A little disappointing
written to the head of Inchcape had no reply. I keep in my cupholder lose change for parking. This time I had between £5 and £10 of pound coins on top of the change. When I collected the car it had gone. STOLEN?
The meet and greet people, need to let the service team know you are waiting, I was told to take a seat and would be call me over, other customers arrived who didn't take a seat but stood waiting. They were seen first, I then had to stand to be seen
They never answer the phone in Tunbridge Wells!
My car was serviced but not valeted as I was told it would be, and no one apologised. I am still waiting for an apology or other concession
Can be difficult to get through on the phone sometimes
Did exactly what they said they would do.
I was made fully aware of the extent of the service
Very unhappy my car was damaged during its first service with BMW Tunbridge Wells
As above, happy with the service. Was quick efficient and we appreciated the video sent through.
I have to say the gentleman that dealt with me was excellent the service department is clearly understaffed with queues of customers however the sales reception staff just are there to direct you and chat to each other I witnessed this for myself
Once I have had the car long enough to verify all items are as they should be I would be prepared to review again. I would like to mention the service from Steve Booth at TW Coopers was exceptional
Initially, I was told to bring my loan car back on the Friday morning as soon as possible. On arrival, I found my car was not ready and had to go back home again. The trip was an hour each way to the dealership.
Despite waiting for parts to come from Germany, good communication and job well done, thanks to Steve.
Because I was satisfied with the work completed, how many times do you have to praise!
Quick prompt and efficient.
Rattle behind steering wheel to be looked at at under warranty. Dropped car off at 8.30 am and returned at 5pm. It hadn't been looked at.One of the service receptionists I felt looked down on me and I felt angry and upset. Spoke to tech who was good.
I wanted a courtesy car while my car being serviced and was told I had to wait 4 weeks for a service where courtesy car available. Not good enough. BMW should provide far more courtesy cars. Also no newspapers were available or provided in lounge are
Kevin and Sue went out of their way to ensure the experience was good for us. Ensuring the loan car was correct and making our visit comfortable.
Ease of booking and car collection
what was required to be serviced in the car was explained clearly and the waiting area was comfortable
Helpful and carried out work as requested.
The repair was done as scheduled. Staff were courteous.
Always treated with politeness and nothing is too much bother for them. Brilliant service.
Despite initial great service the last three times I have been very poor. I've had to call and chase them a number of times, I have been told things about my car repair, that as an engineer just don't make sense and they haven't called me back
Once the car was with Copper BMW the whole task was handled in a calm, efficient and professional manner. Jason Hallam, Steve Booth must be thanked for this + the actual mechanics involved. The car valeter did a smashing job - thank you too.
Cars second recall dealt with expediently.
Satisfied enough to see you in September
The guys did what they had to and delivered the vehicle on time
Booked a "while you wait" service and it took 3 hours, double the quoted time
All good. Main dealers are a bit expensive but you get great service
Hard to get through to the service department but good service.
Service carried out as outlined when dropping off the car; no hidden surprises; information provided was comprehensive and easy to understand. Customer experience highly favourable.
While my 3 year check MOT and break service was fine I also arranged for a diagnostic check on my sat nav and radio which keeps turning itself off. This was not done so I have had to book my car in again with all the inconvenience involved.
This was a BMW recall. the required work was delayed due to a part required being on backorder from BMW. I had to wait without a car from Wednesday midday till Saturday morning for a replacement car to be delivered. Hence my dissatisfaction.
Service is excellent, but still have a niggling problem with the front power supply by the cup holders which has not worked correctly since I have had the car. The service dept say it is fine, but I cannot find a USB charger that works in it. Humph!
Was told Price-match with Halfords for tyre not possible as BMW can't but tyres for the price Halfords are advertising.
Indifferent attitude from staff. Told I probably will not be able to have a courtesy car on the day despite booking one over a month in advance. Car not cleaned properly. Car damaged, slow to offer any resolution, in fact after 2 weeks they haven't!
Easy, efficient and quick!
Cassidy Roberts ensured that my experience from start to finish was a pleasure, even the financial stuff! Coopers is what every car showroom should aspire to. I would never dream of going elsewhere whether for sales, servicing or bodywork!
Took us through car features and made it a pleasant experience.
I am very frustrated that I did not get the folding side mirrors. I thought it was standard (like any other car) and the specs details did not indicate clearly that it is optional otherwise I would have had it. Now it is too late
Very satisfied (except demo car), Cassidy came up with exactly the car i was after, she had obviously listened to what i had said and done her best to get just what i wanted, great sales persons listen, she did just that, please commend her for it.
As above both Cassidy and Julie and the general manager Ollie gave us a first class service throughout the whole process making sure that we looked at all the options available to us before we purchased
Sales dept ace Valeting dept as I've said above are utter rubbish.
The general approach of all staff at Coopers was a relaxed and non pushy which allowed time for me to consider the right car a finance options
We felt comfortable, unpressurised and respected
All went well - good communication on progress and helpful and patient sales staff.
Excellent service from Dean Mayer who was the sales executive at BMW Tunbridge Wells. He really looked after me and although I changed my mind many times he was incredibly patient and it was clear to see that he wanted to make sure I was happy
Ben Chrusciel, the sales advisor, was excellent. He had a high level of car knowledge, considering how new and young he is, which clearly comes from a love of cars and hard work.They have been having problems with valeting but are trying to sort this
Regular contact with my sales person and found the exact match for what I was looking for.
Great customer service from selecting the car to driving it out of the showroom
Informed and confident that I was looked after properly
Steve Davenport and David (the Sales Manager) were amazing
I was kept informed throughout the progress of the sale. Cassidy was excellent throughout the process and Oliver was very helpful from the outset. The only minor thing was the wrong key was sent from Durham.