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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.
Didn't deal with my query about the radio and there was misinformation initially regarding the price
The work was done on time as planned and was able to wait with a nice coffee
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.
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!!!!
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 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.
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).
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.
quick and thorough
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.
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
Would have liked a service package
Excellent helpful and friendly service staff
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
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
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.
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
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!
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.
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.
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
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!
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 carried out as outlined when dropping off the car; no hidden surprises; information provided was comprehensive and easy to understand. Customer experience highly favourable.
Hard to get through to the service department but good 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.
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
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!
The guys did what they had to and delivered the vehicle on time
Was told Price-match with Halfords for tyre not possible as BMW can't but tyres for the price Halfords are advertising.
Easy, efficient and quick!
Very helpful staff
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
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.
Dealing with Cooper TW is always a pleasant experience. Always a pleasure coordinating everything with Steve Brand.
Could not recommend enough
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
Did what they said, in a timely fashion
Steve brand was very helpful as always.
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.
The service was efficient and prompt, and everything I expected was done.
The part that was ordered in was wrong, The care was not cleaned when they said it would be.
Lift arranged to town and back ,professional,friendly staff, car ready on time car cleaned well done
It was completed quickly and efficiently.
would have been more satisfied had I not had to replace the rear wiper.
From strat to finish an excellent provision of service. Clear explanations given for work done
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.
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
We felt comfortable, unpressurised and respected
All went well - good communication on progress and helpful and patient sales staff.
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
Great customer service from selecting the car to driving it out of the showroom
Regular contact with my sales person and found the exact match for what I was looking for.
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.
Sales contact Cassidy made the experience efficient and enjoyable. She is an asset to the company.
Perhaps more information could be forthcoming on the ' plug in ' options and developments on the Sat. Nav.
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.
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.