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ABOUT COOPER TUNBRIDGE WELLS.

Find out more about what we do and our team.

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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.

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

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

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

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

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

Brake fluid change and MOT carried out while I waited

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

Calm, efficient, prompt and reliable.

Service

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

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

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

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

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 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

The front of desk service from Steve Booth was excellent.

Service

nothings a problem smallest detail looked after

Service

Explained well

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

Service

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

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

Car was ready on time snd had been cleaned.

Service

As above

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

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

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

always a pleasure to deal with Cooper Tunbridge Wells service department

Service

The whole experience was unsatisfactory, with poor communication from BMW about my car and when it could be collected.

Service

Pleased with the service but your booking in processes can be a bit slow as there were issues reading the key

Service

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).

Service

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!

Service

Looked after well, personal touch.

Service

Great service

Service

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.

Service

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!

Service

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

Service

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

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

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

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

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

quick and thorough

Service

Everything went fine

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

Would have liked a service package

Service

Excellent helpful and friendly service staff

Service

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

Sales

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!

Sales

Took us through car features and made it a pleasant experience.

Sales

No issues

Sales

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