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ABOUT COOPER TUNBRIDGE WELLS.

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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.

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

Service

Car repaired to our satisfaction, and ready on time

Service

Efficient efficient n all aspects. Staff had good attitude & service was completed well & on time.

Service

Didn't deal with my query about the radio and there was misinformation initially regarding the price

Service

The work was done on time as planned and was able to wait with a nice coffee

Service

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.

Service

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!!!!

Service

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.

Service

There were a few problems when we picked up the car which tainted the experience of collecting a brand new car.

Service

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

Service

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.

Service

See above Only member of staff who has tried to help is Sue in after sales

Service

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.

Service

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

Service

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

Service

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.

Service

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).

Service

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.

Service

quick and thorough

Service

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.

Service

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.

Service

Everything went fine

Service

Would have liked a service package

Service

Excellent helpful and friendly service staff

Service

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

Service

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?

Service

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

Service

They never answer the phone in Tunbridge Wells!

Service

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

Service

Can be difficult to get through on the phone sometimes

Service

I was made fully aware of the extent of the service

Service

Very unhappy my car was damaged during its first service with BMW Tunbridge Wells

Service

As above, happy with the service. Was quick efficient and we appreciated the video sent through.

Service

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

Service

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.

Service

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

Service

Despite waiting for parts to come from Germany, good communication and job well done, thanks to Steve.

Service

Because I was satisfied with the work completed, how many times do you have to praise!

Service

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

Service

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.

Service

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.

Service

Ease of booking and car collection

Service

Pleasant experience.

Service

what was required to be serviced in the car was explained clearly and the waiting area was comfortable

Service

Helpful and carried out work as requested.

Service

The repair was done as scheduled. Staff were courteous.

Service

No complaints

Service

Always treated with politeness and nothing is too much bother for them. Brilliant service.

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

Service

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.

Service

Cars second recall dealt with expediently.

Service

Satisfied enough to see you in September

Service

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!

Service

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.

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.

Service

Hard to get through to the service department but good service.

Service

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

Booked a "while you wait" service and it took 3 hours, double the quoted time

Service

All good. Main dealers are a bit expensive but you get great service

Service

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!

Service

The guys did what they had to and delivered the vehicle on time

Service

Personal service.

Service

Was told Price-match with Halfords for tyre not possible as BMW can't but tyres for the price Halfords are advertising.

Service

Easy, efficient and quick!

Service

Very helpful staff

Service

I was completely happy with the staff at the service desk, however, I had to wait for my car to be valeted. When i did go out to the car it hadn't been dried. I then got inside the car and there was water everywhere! The service desk did sort it out

Service

Excellent service

Service

I was very happy with the service that I received. I have just changed from Chandlers BMW in Hailsham as the service was very poor. I met one of the service staff who had moved to Tunbridge Wells I was very pleased to see him.

Service

Dealing with Cooper TW is always a pleasant experience. Always a pleasure coordinating everything with Steve Brand.

Service

Could not recommend enough

Service

Having booked my car in for an MOT I was told that it would need a b/fluid change. Told two tyres need replacing and the other two were on minimum. The price quoted was £141 but maybe able to do a deal when I got there it was £150. Was not happy

Service

Did what they said, in a timely fashion

Service

Steve brand was very helpful as always.

Service

Very disappointed to receive the car in that estate after Cooper had a car for 3 days for general service and I had to Waite over an hour to collect the car.

Service

The service was efficient and prompt, and everything I expected was done.

Service

The part that was ordered in was wrong, The care was not cleaned when they said it would be.

Service

Lift arranged to town and back ,professional,friendly staff, car ready on time car cleaned well done

Service

It was completed quickly and efficiently.

Service

would have been more satisfied had I not had to replace the rear wiper.

Service

From strat to finish an excellent provision of service. Clear explanations given for work done

Service

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

Sales

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.

Sales

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

Sales dept ace Valeting dept as I've said above are utter rubbish.

Sales

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

Sales

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

Sales

We felt comfortable, unpressurised and respected

Sales

All went well - good communication on progress and helpful and patient sales staff.

Sales

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

Sales

Great customer service from selecting the car to driving it out of the showroom

Sales

Regular contact with my sales person and found the exact match for what I was looking for.

Sales

Informed and confident that I was looked after properly

Sales

Steve Davenport and David (the Sales Manager) were amazing

Sales

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.

Sales

Sales contact Cassidy made the experience efficient and enjoyable. She is an asset to the company.

Sales

Perhaps more information could be forthcoming on the ' plug in ' options and developments on the Sat. Nav.

Sales

From the initial discussion to the car build around my requirements, all the staff I encountered were courteous, helpful and never pressured me at all. Information about options was given and all my questions answered.

Sales

The car is amazing, however the car would be exactly the same wherever I bought it. The service throughout was very stressful, unclear and confusing. This was my first time buying a car at BMW Inchape and probably the last.