Loading...

ABOUT COOPER TUNBRIDGE WELLS.

Find out more about what we do and our team.

Explore the dealership

Meet the team

0 items found Done
  • No filters have been added

No news found with your current search criteria.

Clive McGregor

Head of Business

Oliver Horswill

New Car Sales Manager

Julie Murr

New Car Business Manager

Jason Hallam

Aftersales Manager

Paul Cue

Local Business Development Manager

Russel Head

Used Car Business Manager

Stephen Cutler

Sales Executive

Cassidy Roberts

Sales Executive

Steven Dunlop

Sales Executive

Mervin Murday

Sales Executive

George McRae

Service Advisor

Paul Lacey

Senior Service Advisor

Steve Brand

Senior Service Advisor

Stephanie Crouch

Service Advisor

Ben Chrusciel

Product Genius

Danielle Prior

Receptionist

Nicola Carter

Receptionist

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

1. BMW did the work which was booked in for, but also highlighted other areas of concern, which we immediately addressed. 2. The car was returned to us, hoovered and washed.

Service

As stated above, my overall experience at Coopers Tunbridge Wells was diabolical and not okay for loyal customers like me to experience that.

Service

Service completed and car returned clean

Service

Service ok. Computer problems with key readers and general booking system, fast track service duration was extended as a result by approx 1hr.

Service

Poor communication both internally and externally

Service

Appalling service.

Service

good service

Service

The oil sump cap came loose so needed to return car to adjust. Steve on service was first class

Service

Car not ready at time we were told to collect. Driver light cream colour seat had grease all over it. Car not cleaned

Service

I had a very good experience - efficient and customer focused.

Service

Good customer service, at a price! Nice coffee in proper cups. Magazines or newspapers in waiting area would be good.

Service

Kept to time scale

Service

Staff are friendly and helpful. Used the fast track service but ended up taking a little 2 hrs. Frustrating when service promises 90 min turnaround especially when car sits on the forecourt for 45 mins before going in (2nd time this has happened).

Service

It was the worst experience I've ever had. It took from 5th July to 16th July to get the car seen to. Then I couldn't get anyone to contact me, call me back, talk to me about what was happening and only finally got the car back on the 25th of July.

Service

I was ignored for quite sometime when I went up to the service reception. I totally understand that the team had other things to do, but a simple acknowledgement and a 'someone will be with you shortly' would go a long way.

Service

The vehicle was returned to me in a clean and cared for condition.

Service

Prompt efficient service. No sales pitch. Car felt much better to drive after service. Dealt with courteously.

Service

Delete Jane Lewin Smith from your data base

Service

Always reliable and straight forward

Service

I was not happy at being told it was up to me if I wanted the work carried out instead of being given a clear recommendation. I was also unhappy about the lack of clear communication (see answer to next question).

Service

See above

Service

Great service as always, the team in Tunbridge Wells know me and my car and it is always a pleasure going there despite the distance from my home and the difficulty of transportation

Service

Very satisfied but feel the service centre needs to try harder for the full 5 stars.

Service

Prompt & excellent service.

Service

from the reception desk through the servicing/sales etc etc each gives a warm friendly welcome and give the impression of being a happy team

Service

Staff were attentive and helpful, from the welcoming receptionists through to the service team. Victor, head of body shop, was very helpful as always in completing some minor bodywork repairs on my vehicle and did an excellent job, yet with no delay.

Service

Appalling customer after service. No business etiquette. Clearly the Ryanair of the motoring world.

Service

Same as answer to question 1

Service

All went well

Service

Kept informed throughout the time my vehicle was being serviced as to what was being undertaken.

Service

See above.

Service

Picked up car from my home address and delivered back at the times they said they would and kept informed during the day

Service

Work carried out in the estimated timeframe and staff always friendly and approachable.

Service

Very helpful and knowledgeable

Service

Service provided by Cooper Tunbridge Wells dealer ship is first class from sales through regular servicing and body repairs. Very efficient, friendly and knowledgable staff.

Service

Great team of people

Service

Good service Fair pricing

Service

Car available ahead of collection, all very easy

Service

Apparently there were some system problems which meant my car wasn't ready to collect until the following day which was inconvenient.

Service

poor communication.

Service

As above. Let down by 1) not communicating the MOT results before I arrived thus wasting a day of my time 2) waiting period to drop off and the queue of customers means I was not the only one 3) waiting again to pickup with just one guy at the desk

Service

Always so helpful

Service

Prompt & Efficient Service

Service

My only problem was the central booking system which failed to pass on to the centre that I had requested a collect and deliver service. However the centre did this for me at short notice for which I was very grateful.

Service

excellent job done right first time

Service

This visit was for an MOT but I really like the car gets washed free of charge. Its a really nice touch.

Service

Vehicle was ready on time

Service

Steve and the team always provide clear, concise information and make you feel like nothing is too much trouble. The customer service I receive is exceptional in this day and age unfortunately. Well done.

Service

On arrival I was impressed with your new meet & greet service but then I sat waiting for quite a long time before someone looked up and asked if anyone was waiting...! There were at least 3 of us so I would have thought it was pretty obvious!

Service

Overall satisfied with my experience.

Service

Friendly, prompt and efficient.

Service

Yes I only had to wait about 1 and 3/4 hours so I looked around the nearby shops. I was pleased to see you have made some changes to the service reception area I.e large service reception signs above the 4 desks and more comfortable chairs.

Service

When i collected my car it had not been cleaned when I was advised I will receive a free wash and clean. When dropping off my car I asked for a quote to have my front bumper repaired as this has some damage and Iv still not received and response

Service

The work took all day, a lot longer than planned.

Service

I booked my car in for an MOT , was told to please come back in 1.5 hours, Because of the chaotic overcrowding at the site left my vehicle right outside showroom doors. I duly returned 1.5 hours later my Car was sitting in the exact same spot.

Service

Steve on the service desk has and is always helpful and keeps you updated during any work being carried out on the car at the time

Service

Service completed quickly, no additional costs, nice environment with wifi and great service from Steve

Service

My overall experience from start to finish was excellent.

Service

service was fine

Service

GREAT EXECUTION, ON TIME, COURTEOUS, HELPFUL

Service

Little contact from service dept. Had to phone the second day to find out what was happening.

Service

Excellent service at Cooper Tunbridge Wells

Service

Friendly explained everything clearly and made sure I was looked after

Service

They were helpful with the service but said I'd have to bring the car back again for warranty work on the sunroof as they didn't have time to look at on the day it was booked in for. Nice people but not what I needed.

Service

BMW customer service at Tunbridge Wells is not really great at getting back to customers

Service

Calm, efficient, prompt and reliable.

Service

Didn't return calls and on visiting the service centre was kept waiting when dropping my car off and on collecting it. Whole experience was chaotic.

Service

Brake fluid change and MOT carried out while I waited

Service

As I said the service team (Steve) were excellent but I had to go there it was impossible to get through to service on the phone.

Service

Arranged a service and MOT for a specific date but due to poor service it actually took 2 days.

Service

Only down side was having to wait for the later courtesy car into Tunbridge Wells

Service

Car went in for brake fluid service, end of warranty check and MOT. MOT was not carried out. I was phoned at 5.30pm when I was on my way to collect the car to say the MOT had not been done! (I had taken car in day before at 4pm.)

Service

The problem was resolved satisfactorily but there was no courtesy car available. There was no telephone call at the end of the first day to say that the car was being kept until the following day. The car was not washed despite being told it would be

Service

I am still waiting for the service department to contact me re replacement rear light units.

Service

always great service

Service

The front of desk service from Steve Booth was excellent.

Service

nothings a problem smallest detail looked after

Service

The Gentleman dealing with me at Service reception was very good

Service

Paul who looked after our vehicle was excellent, called us as promised was utterly professional, polite and took time to explain everything in detail.

Service

Explained well

Service

Hi had to put in 10litres of Ad Blue a few days after the service!

Service

Had to wait in reception for half an hour before car was brought round

Service

Service and MOT together with two front wheel refurbishments fine. Let down over the failure to screw down the registration plates as requested.

Service

Had to hang around a while for the paperwork to be completed at the end. Otherwise a good service.

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

Service

Only downside was having the car off the road due to the delay of parts arriving from Germany on VOR

Service

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.

Service

Good polite service, honest assessment. Was told I needed new rear break pads but when wheels taken off it was decided they had about 8k left in them. asked for car to be left out. Got there 7pm.car locked in. However staff present able to assist!!!

Service

As above

Service

Car was ready on time snd had been cleaned.

Service

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.

Service

Queued for a long time, - told when booking the while you wait job would be 90- mins took over 150 mins. - then mis-charged

Service

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.

Service

Very helpful to deal with. I got an attractive deal on the car I wanted.

Sales

Communication problems, firstly value of part exchange, then problems establishing the exact delivery date - very difficult to actually speak to someone to verify exact delivery. but day of handover was impressive, all very efficient, very happy.

Sales

I have listed some issues above. When we went to collect the car we had been told we could use BMW 7 day drive away insurance and when we arrived we were told we could not. It was one issue after another of misinformation.

Sales

Friendly staff, efficient sales person

Sales

The hand over of the car was only 3 minutes.

Sales

The staff were generally helpful and polite. I would have given a higher score if the car had not been handed over with scratches all over and two dents in the body work.

Sales

The whole experience was very enjoyable, all team members I dealt with were very knowledgeable and friendly, the car is outstanding!

Sales

Informed all the way through the build, it would have been nice to have taken less time but you can't rush quality