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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.

Ideally would have been good if work had been done on 1st visit but appreciate needed to get parts in.

Service

Despite having booked my car in weeks before and received an email confirmation the paper work had not been done when I checked in. It took ages to to check in and I could not get hold of the "personal" service guy to find out if my car was ready.

Service

Very poor customer service. Had my car service and when I collected it it had not been cleaned when they offer free health check and clean. Not what you expect when you pay BMW prices.

Service

All went as hoped

Service

No issues with the service - petty but drinks fridge was empty and i like a diet coke on my drive home :-) . Hats off again to Steve Booth for dealing with my issues with a proffesional attitude and understanding of customer needs.

Service

Staff are polite and efficient.

Service

Efficient and friendly service.

Service

I informed the service advisor that I wished to wait for my vehicle as it was only having a break fluid change & as inspection for a knock on the steering which took 4.5 hours. I had to enquire how much longer I would have to wait after 3.75 hours

Service

There was no option of a courtesy car. The was ready to be collected long after the predicted time. The car cleaning, inside and out, was pitiful.

Service

Again completely satisfied

Service

A tyre swap but could no fault service and assistance and cutesy

Service

I have always had my serving carried out by you, as has my wife, but frankly I do not feel we will do so going forward.

Service

We were not kept up to date with how long it would take to complete the work on the car and we had to telephone the Head of Sales to complain to have any update on whether the work had been completed.

Service

We needed emergency help at very short notice and Coopers provided it. Thank you

Service

Kept informed

Service

Steve was excellent

Service

Fast efficient service

Service

Only got to know that the "oil change" on the car computor display meant a full service at £600+ when I delivered the car and not when I booked it? ( Changed my initial 2 to 5 after your prompt because of the personal attention of Steve)

Service

Everything they say they will do happens. The surroundings are comfortable and great coffee.

Service

The new tyre that was fitted should have been inflated to 38 psi but was actually 42 psi,so two tyres on the same axle were different. On a previous visit for a new tyre, it was inflated to 32 psi,which is probably dangerous, more care required.

Service

Clear explanation on pricing, explicit discount due to age and mileage of vehicle

Service

Gave me a cancellation at short notice. Very friendly staff.

Service

The garage was very busy and had to keep the car overnight for a part to arrive.

Service

Excellent Service from Kevin and obviously the engineers did a good job.

Service

great service

Service

Service ok but car not properly cleaned. Overall experience not what i would expect.

Service

Steve was great

Service

The problem was not solved nor the car tested before we picked it up.

Service

When I picked up my car a few hours later than dropping it off, although there had bee some attempt at washing the car, there was bird poo on the front, and dirt marks on the side

Service

No problems at all

Service

poor experience previously with repair to damaged wing mirror no call to say car was ready - had to call them to find car had been ready for some time wanted to clarify terms of my service plan - merely directed to a poster about a new plan

Service

Car wasn't washed or vacuumed. But the quality hanger on the rear view mirror said it was.

Service

The Service and workshop staff always give an excellent service, however since the return of Mini back to the site the whole operation seems to be overloaded, parking and waiting time as examples, this is not the fault of the customer facing staff.

Service

Came in for annual MOT. No problems at all. All handled very efficiently by Kevin Jinks who was excellent.

Service

Friendly staff who did the task efficiently

Service

Great people always happy to help

Service

Good service

Service

Car is running fine, would of nice to have a decent clean as usual

Service

Job on acute repair done expeditiously at short notice

Service

Very poor. Long wait at service reception. Four wheels changed on warranty but did not change the centre BMW hubs which are in as poorer state. The service has deteriorated greatly

Service

Early on a Monday morning the department was busy and not very customer friendly with a number of customers waiting to check their cars in.

Service

Service department forgot original reason for vist and were sidetracked by secondary item. Having waited 1 month for collection/delivery to enable car to stay all day, as it may have to have a part fitted on recall, they did not have a part.

Service

Efficient and trustworthy service - was assisted by Steve Booth in the Service department who arranged the remedial works required to my car in a very professional and sensible way.

Service

very satisfied with visit to Cooper Tunbridge Wells

Service

First class, loan car organised, prompt service including video review.

Service

The service received from Kevin at service desk was excellent. I was taken and collected from the station and my car was cleaned by the valeting team.

Service

Professional approach with quick fuss free service

Service

Rang BMW to ask a question. Message was not passed on. Had to ring again

Service

Not sure why an MOT is done first and then any aspects needed to pass an MOT done afterwards

Service

Nothing seemed very organised

Service

They always care

Service

The car seemed to have been valeted inside but not washed

Service

See above comments

Service

Vehicle returned damaged and not notified, failure to return calls or emails

Service

I was wasted half an hour (+) waiting on & for response to telephonic enquiry for a progress report. Information provided proved totally incorrect when I was contacted very shortly thereafter by a different member of your team. Other adverse also!

Service

Rude staff, waiting over an hour to pick a car up, booking a car in and it not actually being service as agreed.

Service

I had also brought the car in the month before when told it was due for a service that would take approximately 1-1 1/2 hours.On arrival I was informed that the car in fact needed a bigger service and I would have to bring it back at a later date.

Service

GOOD SERVICE BUT BILL WAS BIGGER THAN EXPECTED

Service

My services are booked in advance. I have the option of waiting while the car is serviced depending on the length of the service or being taxied into Tunbridge Wells town centre while the car is serviced or given the use of a courtesy car.

Service

Overall satisfied, minor point was that this my wife's car and her experience and despite many reminders I am still your point of contact. Please transfer to her

Service

I was surprised to have to purchase and pay for a new alarm system to be fitted on a car that is 3.5 years old with a mileage of 13000. The warranty dept were not prepared to make ant contribution. Fortunately the dealers authorised some discount.

Service

Vehicle was held over weekend but returned on the Monday

Service

Great service team, in safe hands

Service

When I arrived for my appt 3 men were at the desk not one looked up and stopped what they were doing. After 5 mins I was spoken to I asked him why he hadn't stopped to help me, his answer he was doing something!!

Service

The 'MOT while you wait' that I booked took far longer than I was old and I had to cancel appointments due to it with no apology. I was not kept informed and had to continual chase for updates

Service

Generally good friendly service. Can Never get through to the service department right away. Always rely on a call back which isn't terribly convenient.

Service

Car was washed as part of the service.

Service

I received excellent service.

Service

Very helpful.

Service

Because of the person giving the quotation - he spoilt the whole excitement and joy of purchasing an expensive high end car

Service

Car not ready when I arrived to collect it and told if courtesy clean (as previously promised) was required a further wait of at least 30 minutes would be involved.

Service

My explanation above should explain why I was somewhat dissatisfied

Service

Please refer to my formal complaint

Service

As above. No system. It takes far too long for simple straight forward MOT paperwork to be done.

Service

Again, see my answer below

Service

It was quick and efficient

Service

You were short staffed on the morning check which created a slow queue. I arrived around 7.50 and missed my 8am shuttle back to town. On collection I waited for about 15 minutes for someone to speak to me, even though no one was being served.

Service

Twice car has gone in with same problem 2nd time for over a week !!!

Service

I was seen on time. Car serviced quickly. Handed back with explanation of what had been done. Checked oil level myself at home. Had been refilled exactly just below the max level. Had experience with Renault where only fill just above min level!

Service

I am waiting to see how the situation is resolved

Service

Impossible to reach anyone, phone calls are not retrurned, takes forever to book an appointment Once appointment is made probelms are not solved, there is not follow up, need to go back 2-3-4 times for the same issue, just paying extra and extra

Service

I could not fault the service advisor who was clearly very busy and over worked You definitely need more service advisors as I spent a lot of time waiting around

Service

As above plus they lost my service book last time car was serviced, promised a new one but still waiting. Not informed of cost of new brake discs. £700.00 for new front disc and pads, I thought was very expensive.

Service

Service completed as planned and at the calculated budget / price. Service staff extremely professional, helpful and honest. Thank you to Mr Steve Booth.

Service

Little sympathy for the fact I am out of pocket with no solution

Service

I had booked a Fast Track service but this took 2 hours longer than promised. I thought the check in process was very poor with customers waiting and only one person in attendance. Unwelcoming and a little rude.

Service

I was booked for a drop in service appointment at Tunbridge Wells. Staff are incredibly friendly, however no direction is given as to the length of time to wait. I sat in reception area for 4 hrs, which resulted in me missing two business appointment

Service

The team were brilliant, we purchased the car here and trust the team when we have issues or need a service

Service

I've discussed this at length with the general manager but not appears to have changed.

Service

It took 40 minutes to pick up my car following an oil service.

Service

Always courteous and helpful; technicians are thorough.

Service

Although the service team were v busy they were attentive and identified the best support for me.

Service

No problems

Service

Completed works on time and correctly

Service

Friendly staff and they done everything possible to keep me happy

Sales

No complaints.

Sales

Lack of customer service and customer experience. Was not the best experience of delivery of the new car. The surprise seem to be "here's youre new car" which I have paid for! Car not properly prepared for delivery.

Sales

Great dealership who make you feel valued

Sales

Because I am completely satisfied

Sales

Even thought the product sells itself - the M340i X drive is a formidabe product - Cassidy in Sales was terrific. Always helpful and excellent advice on the final spec. She was the model professional and a credit to the company

Sales

Oli Horswill, professional, polite and courteous - great Customer Focussed approach in my humble opinion.

Sales

Overall good. As this was our third 7 series, we generally know the car. However, this is the first hybrid, which was very different. I would recommend that there is more training for handover. Although Cassidy great, training would enhance servic

Sales

Brilliant salesperson but two day delay in delivery of car.

Sales

Day of collection of the new car, advised by Stephen Cutler that sat nav had not been installed due to systems being down. Advised usb stick would be sent. Week after no usb stick. Phoned & told it had not been ordered & we had been misinformed

Sales

The staff were very good

Sales

Straightforward and easy to purchase - everything was clear and the car was delivered on time