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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.

always great service

Service

I am still waiting for the service department to contact me re replacement rear light units.

Service

The front of desk service from Steve Booth was excellent.

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

nothings a problem smallest detail looked after

Service

Explained well

Service

Had to hang around a while for the paperwork to be completed at the end. Otherwise a good service.

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

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

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

Only downside was having the car off the road due to the delay of parts arriving from Germany on VOR

Service

As above

Service

Car was ready on time snd had been cleaned.

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

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

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

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

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

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

Service

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

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 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

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

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

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

Excellent helpful and friendly service staff

Service

Would have liked a service package

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

Did exactly what they said they would do.

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

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

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

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

Quick prompt and efficient.

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

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

Pleasant experience.

Service

Ease of booking and car collection

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

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

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

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

We felt comfortable, unpressurised and respected

Sales

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

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

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

Sales

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

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.