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Ideally would have been good if work had been done on 1st visit but appreciate needed to get parts in.
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.
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.
All went as hoped
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.
Staff are polite and efficient.
Efficient and friendly 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
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.
Again completely satisfied
A tyre swap but could no fault service and assistance and cutesy
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.
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.
We needed emergency help at very short notice and Coopers provided it. Thank you
Steve was excellent
Fast efficient 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)
Everything they say they will do happens. The surroundings are comfortable and great coffee.
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.
Clear explanation on pricing, explicit discount due to age and mileage of vehicle
Gave me a cancellation at short notice. Very friendly staff.
The garage was very busy and had to keep the car overnight for a part to arrive.
Excellent Service from Kevin and obviously the engineers did a good job.
Service ok but car not properly cleaned. Overall experience not what i would expect.
Steve was great
The problem was not solved nor the car tested before we picked it up.
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
No problems at all
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
Car wasn't washed or vacuumed. But the quality hanger on the rear view mirror said it was.
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.
Came in for annual MOT. No problems at all. All handled very efficiently by Kevin Jinks who was excellent.
Friendly staff who did the task efficiently
Great people always happy to help
Car is running fine, would of nice to have a decent clean as usual
Job on acute repair done expeditiously at short notice
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
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 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.
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.
very satisfied with visit to Cooper Tunbridge Wells
First class, loan car organised, prompt service including video review.
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.
Professional approach with quick fuss free service
Rang BMW to ask a question. Message was not passed on. Had to ring again
Not sure why an MOT is done first and then any aspects needed to pass an MOT done afterwards
Nothing seemed very organised
They always care
The car seemed to have been valeted inside but not washed
See above comments
Vehicle returned damaged and not notified, failure to return calls or emails
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!
Rude staff, waiting over an hour to pick a car up, booking a car in and it not actually being service as agreed.
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.
GOOD SERVICE BUT BILL WAS BIGGER THAN EXPECTED
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.
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
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.
Vehicle was held over weekend but returned on the Monday
Great service team, in safe hands
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!!
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
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.
Car was washed as part of the service.
I received excellent service.
Because of the person giving the quotation - he spoilt the whole excitement and joy of purchasing an expensive high end car
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.
My explanation above should explain why I was somewhat dissatisfied
Please refer to my formal complaint
As above. No system. It takes far too long for simple straight forward MOT paperwork to be done.
Again, see my answer below
It was quick and efficient
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.
Twice car has gone in with same problem 2nd time for over a week !!!
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!
I am waiting to see how the situation is resolved
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
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
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 completed as planned and at the calculated budget / price. Service staff extremely professional, helpful and honest. Thank you to Mr Steve Booth.
Little sympathy for the fact I am out of pocket with no solution
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.
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
The team were brilliant, we purchased the car here and trust the team when we have issues or need a service
I've discussed this at length with the general manager but not appears to have changed.
It took 40 minutes to pick up my car following an oil service.
Always courteous and helpful; technicians are thorough.
Although the service team were v busy they were attentive and identified the best support for me.
Completed works on time and correctly
Friendly staff and they done everything possible to keep me happy
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.
Great dealership who make you feel valued
Because I am completely satisfied
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
Oli Horswill, professional, polite and courteous - great Customer Focussed approach in my humble opinion.
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
Brilliant salesperson but two day delay in delivery of car.
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
The staff were very good
Straightforward and easy to purchase - everything was clear and the car was delivered on time