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ABOUT COOPER TUNBRIDGE WELLS.

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Head Of Business

Glen Berry

Head of Business

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.

YOU ONLY CHANGED THE ENGINE OIL SO YOU COULD HARDLY GET IT WRONG!

Service

quick turnaround and friendly, helpful staff. not all requirement fulfilled though

Service

Only one issue which is a pain when you pick up car. They adjust driver seat to take it for a test run, I assume. When you come to collect and get in the car, all the adjustments are incorrect. Not sure that anything can be done about this.

Service

Very helpful staff made the visit extremely comfortable

Service

Right from being greeted at the door of the showroom to leaving my whole experience was superb - professional and friendly staff that managed my expectations 100% - a rare thing in this day and age

Service

Car booked on 13/11 and back brakes needed replacing but front brakes were within 1,000 Miles of wear. Steph left me voicemail -when I rang back to authorise fronts all phones out. Had to rebook for 22- v inconvenient. 6 calls to check not replied to

Service

I was expecting a big bill for my service but it was cheaper than I thought so I was very very pleased

Service

Always use Coopers Tunbridge Wells. They are always friendly, helpful and go the extra mile.

Service

This was to fit a new run-flat tyre, the 2nd since the car was new in 2017, when the tyre had to be specially ordered from Germany, so this time I asked that the tyre was available on-the-day. It wasn't; the wrong tyre had been ordered. Contd at 3.

Service

The check in was goid but then there was no notification later in the day to tell me the car was ready. I called twice as the end of the day approached and no one in the service team answered the phone. It then took over 30 mins to get a call back.

Service

Dealt with promptly. Good rapore with staff.

Service

Went the extra mile to look after me

Service

I have marked you down as I don’t consider it necessary for you to fiddle with the radio stations on my car whilst it’s in for service.

Service

One star short of five because the car had not been cleaned.

Service

Good, clear communication before and during service.

Service

Welcomed at the door, directed to a service engineer and issues seamlessly resolved.

Service

Fault was previously reported & light cluster was pre preferred but not the connector, requiring a 2nd visit to rectify

Service

Friendly reception staff, excellent technicians and a comfortable customer lounge.

Service

Not quite as good as I’ve experienced in the past , I expect to be believed when I try to talk about an issue and not interrupted and treated as though I have no idea what I’m talking about

Service

The car was booked in with a recurring fault that the garage has previously looked at - and been unable to resolve. 3 weeks later (now out of warranty) this fault is back again - hopefully it will be looked at under warranty.

Service

Professional service

Service

When I asked about cost of Clutch replacent. I thought it was redicoulous.

Service

Everything went as promised and the car delivered back sparkling clean . What more can you ask?

Service

An overall good experience

Service

It appears the valeting service scratched the piano black trim on the transmission tunnel with the vacuum pipe. The trim will be replaced by the dealer, but this is quite an inconvenience.Steve Booth in service has been particularly helpful.

Service

As previous answer. Staff are courteous, coffee is good!

Service

All workcarried out perfectly, they could have hoovered the boot too though.

Service

Helpful and friendly staff with nothing to much trouble

Service

Very friendly and welcoming staff. Efficient service but they were let down by the cleaning of the car which was not done very well. The wheels were not cleaned or around the doors. The service manager was not satisfied with the cleaning

Service

They didn’t have in stock wiper blades for my car.

Service

For the same reason given above.

Service

My car came back in under warranty and was fixed with no hassle and no questions asked

Service

Excellent service standards

Service

Outstanding customer service from Steve Brand. Thank you Steve

Service

No newspapers and no Earl Gray tea

Service

I was kept informed of progress throughout

Service

Always had very good service from Tunbridge Wells branch. Very helpful, polite staff. Never had any problems in booking my car in, has always been convenient for me.

Service

Not sure the car was washed before it was returned to me but it was pretty clean when it went in.

Service

Efficient and friendly

Service

Quick efficient service. Collection and delivery from/to home.

Service

Kept I the loop at all times

Service

Friendly staff and excellent service.

Service

Experience exactly as I have come to expect from BMW - excellent!

Service

Have no complaints only praise for mechanics.and desk staff

Service

Excellent service and quality

Service

Excellent information - everything on time - pleasant and professional staff

Service

No hassle professional customer service

Service

Was advised that the horn wasn't working correctly, and it would have been preferable if this had been either fixed or replaced under warranty at the time of service. I now have to rebook for just this small item.

Service

Staff were friendly and helpful

Service

Very polite and helpful staff although I can’t remember their names.

Service

Good customer service. Friendly staff. All done efficiently.

Service

Staff helpful

Service

Always helpful

Service

Experience trouble free

Service

Had a fault on collection, good reaction from the young lady and left soon after with load car. Brand new 118 M sport

Service

Did everything that was needed

Service

Great all round service, performed on time and job done .

Service

Very happy with Cooper Tunbridge Wells, have used them for a number of years. Also use Cooper Tonbridge for Mini.

Service

End of warranty service plus first MOT in addition to reporting a fault. No solution identified for fault.

Service

Excellent service

Service

All good

Service

Always polite and professional. Car always washed when in the service bay.

Service

It exceeded all my expectations, which are already high given it is a big prestigious BMW dealership in an affluent town

Service

Were able to replace a damaged run flat tyre within 2 hours of phoning for an appointment

Service

Only slight disappointment was that the rear alloys weren’t clean. The rear tyres were replaced so I can only assume this was done after the car had already been cleaned?!

Service

Problem was solved

Service

Cooper Tunbridge Wells always provide me with an excellent service

Service

My Sat-nav had failed I was told it would cost £1200 to repair.

Service

Great service good communications. More ccare could have been taken over the cleaning of the car. It was returned washed but roof was not touched.

Service

Car was taken and brought back from and to home in time and with courtesy Service itself well done - visual inspection video and phone call was informative

Service

Mechanicals were OK. Communication before, during and at the end was terrible. The car was not cleaned afterwards and was dirtier then when left.

Service

The car was in all day - with 4 jobs booked in to be done; only 1 of these jobs (admittedly the most important: it's MoT) was completed. I am bringing the car back on Monday for another go at getting the work done.

Service

Steve Booth is very good at his job and I have complete confidence in his ability

Service

The fog light repair was completed efficiently.

Service

The service department handle their clients very well

Service

All on time and fitted m4 boot spoiler on at short notice

Service

Your reception needs some attention. I called recently three times, first to sales and then reception and then sales and on each occasion it rang out without an answer. In the end I called service (I knew they would answer) and got through to recepti

Service

All done in a timely manner. All questions answered and further advice provided.

Service

Friendly staff, I was kept informed and there were no nasty hidden costs

Service

Fast lane service was booked in and said would last 90 minutes online when I booked.But took 2hr 10 minutes. Whilst I waited.

Service

They are very helpful. The car was ready on time.

Service

Service carried out in timescale indicated and no issues

Service

Very professional, nothing was a problem, suits your brand

Service

Prompt and efficient service. Friendly personnel. Courtesy car.

Service

One phone call. Sorted!

Service

Steve was great but again work taken takes far too long.

Service

First visit was a shambles. The job card he service receptionist had was incorrect. I was told they hadn't found a problem when they had and in any case simply dismissing my issue after having the car for a day wasn't satisfactory. Car returned dirty

Service

Steve was very helpful in getting my vehicle repaired.

Service

See above comment. Overall extremely pleased with the staff at Coopers. Very helpful indeed.

Service

No update phone call this time, I had to call to ask if car was ready, Car valet was poor, if you are going to offer this service, it should be done well, I would also be willing to pay extra for a full showroom valet. Video did not work.

Service

Dealt with the main issue although there was an additional issue that was not resolved

Service

Initial sales and after sales service were fantastic and a great team

Service

Above says it all. I will try an alternative dealer next time.

Service

Quick service, nice courtesy car provided.

Service

No issues at all

Service

All explained and clearly broken down.

Service

I phoned BMW on the Monday and my car was booked in for a major service by the Wednesday,

Service

Always good friendly service

Service

Excellent service. Friendly staff.

Service

The young ladies on the reception, the service department, parts department, after sales, and the drop off and pickup driver, all work as a helpful and reliable team.

Service

Excellent service. Stephanie Crouch (service consultant) went out of her way to be very nice and helpful

Service

While the customer service and vehicle service were very good the wash and vacuum seemed to miss parts of the car

Service

.

Service

Car was attended to promptly and pleasant customer waiting area.

Service

Not great at returning calls, and part of a day lost trying to contact the Cooper TW, and some stress about collecting the car in time to run a coaching session for my U13 team.

Service

Welcoming staff with excellent waiting area with refreshments made waiting no hardship

Service

All done as promised

Service

The car was taken in, checked, and returned to me within 2 hours.

Service

The service team at Cooper Tunbridge Wells is overrun. The staff really are doing their best but there are not enough of them. I have found this to be a recurrent problem as have friends who have abandoned their BMW and switched to Audi.

Service

Prompt attention

Service

I was promised my car would have a wash and hoover after service. The front seating area was hovered but nothing else - disappointing.

Service

No complaints.

Service

Courteous and efficient service

Service

BMW services and parts are quite expensive compared to other car makes

Service

They found a fault with the car when it was in and ordered the part and re booked it in

Service

Everything that I required was provided, each step was explained thoroughly, and professionally.

Service

Very smooth process this time. Only an MOT visit but called to remind me of the need to book it in and then no problems at all on the day. Good advice on issues raised.

Service

Check in was quick and efficient. I have not given 5 stars as the waiting area is right in front of the Service check in and alongside entrance and dealer sales area, rather than being a quiet and separate location.

Service

great service

Service

Steve went out of his way to make sure I understood what was happening with my car and when it would be fixed

Service

Transaction went very smoothly from start to finish. Staff were very helpful throughout sale of vehicle.

Sales

Service from Cassidy Roberts and Julie Murr was fantastic.

Sales

I went to three dealerships and the service that I got from steve Cutler at coopers of Tunbridge Wells was second to none. Although the other two dealerships did find wanting a bit.

Sales

No stress..not pushy..just a great experience compared to other manufacturers that I have used prior to bmw..

Sales

The spec of the car is excellent, I was well advised during the whole process and Greame was keen to ensure I was kept updated at every step of the process in terms of production and delivery.

Sales

good all round

Sales

All members of staff were friendly, helpful and treated me very well indeed. The service was beyond my expectations even as someone buying a top of the range BMW M car.

Sales

Again, down to the salesman Steve Dunlop really.

Sales

Generally very good, however at that particular time, 5pm on a Monday it was extremely busy, but the sales staff did a very good job balancing their time between the numerous customers.

Sales

Excellent service

Sales

All my questions have been answered and dealt with quickly, they made a great effort to get me a build slot for as early a delivery as possible!

Sales

The delivery time was 4 months instead of the 2 quoted.the sat nav was not set up and it took 3 emails and 2 phone calls to receive a memory stick to initiate it almost a month later.

Sales

got the car we wanted at a good price with helpful service.

Sales

Altogether an easy and straightforward process. After having some poor customer service from other manufacturers, my BMW centre rated highly.

Sales

Good personal service, met my requirements and kept me informed of progress during the order period prior to delivery.

Sales

Prior to collection of the car everything was fine, there was small issue with communication as I was waiting for emails reply or phone call back for to long, sometimes few days which is not acceptable. Delivery was fast.

Sales

We have dealt with Graham Hall before. We are very particular about certain things and Graham was very flexible in his dealings with us to accommodate these.