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ABOUT COOPER TUNBRIDGE WELLS.

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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.

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

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

Service

Please refer to my formal complaint

Service

My explanation above should explain why I was somewhat dissatisfied

Service

It was quick and efficient

Service

Again, see my answer below

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

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 am waiting to see how the situation is resolved

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

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

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

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

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

Service

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

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

Because I was completely satisfied with the service

Service

Very, very poor service. I asked for the car to be returned ASAP. I delivered it at 0900 as agreed. Car wasn't finished until 1700; too late for me to pick as as specifically said I needed it sooner. Wasted another day to come pick it up. Appalling.

Service

The work was completed to a high standard and the problem was diagnosed and explained clearly and succinctly.

Service

Wish I'd realised that booking in at 9 am and not getting car back till 6pm. Next time I will wait and not have a curtesy car.

Service

Helpful & professional staff who dealt with a technical issue sensibly & quickly, although a replacement part which had been pre ordered had not been received ahead of the booked in date.

Service

My appointment was for 10 am. At 11.35 my car was still in the car park and I had to remind staff that car had not been attended to.

Service

Recent experience of MOT & service was a shambles compounded by poor communication. Was told MOT failed which it hadn't, but had great difficulty getting through to anyone who knew what was going on.

Service

Straight forward and friendly staff.

Service

We were unhappy about the roof rack fitting as explained above, and the failure to replace the air conditioning filters as requested. The car was booked in for no more than a day to have the front brakes checked but was in for two days.

Service

One person not so helpful (when checking in, not collection)

Service

Everything completed as asked.

Service

They couldn't find out the issue or neglecting the issue

Service

Check in and information given was very good, especially Stephanie who seemed to be working under unnecessary circumstances with very few courtesy cars for the number of customers.

Service

First service was not too expensive. Wheel trim done well. Roof dents disappeared!

Service

I had to keep chasing up Coopers for a progress report.

Service

Subsequently been experiencing issues with windsceen wipers; left message to report this days ago; still waiting for a call-back.

Service

Work was required for the MOT. The wrong part was ordered and the wrong price quoted.

Service

The wait time was longer than expected

Service

Car runs perfectly after it's service.

Service

It was simple to book and deal with you

Service

Reception at the service desk is polite. A courtsey car is available as well as a lift into town to the Victoria Shopping Centre.

Service

I have enjoyed marvellous service at Fairfield BMW for many Years, changing circumstances means that my nearest at the moment is Tun Wells They are not geared up in any way to deal with responding to clients in a positive fashion unfortunately

Service

Please see email to garage

Service

Service was good and service desk guys were great But when I booked service I was quoted £780 and then on the day I was told £780 + vat So £920 I think it was this should have been told to me so a bit disappointed and felt cheated into service

Service

Coopers BMW used to be super slick. I have no idea what happened but you no longer feel like you are dealing with a premium brand at this location

Service

I was disappointed with the waiting at reception. I had to wait almost 20 mins stood in a queue with other customers. 4 reception desks, 2 were occupied, this should have been noticed and a remedy forthcoming.

Service

Cannot speak to service people and a new car has been in your garage alm ost a month - still not sorted.Awful.

Service

I'm still not feeling that my issue with the car has been recognised.

Service

From collection to delivery everything was carried out most efficiently.

Service

Phoned in advance to give the version of my address needed for sat nav to find me . This wasn't passed on to the collection drivers who went to the wrong place. Also, the need to phone my landline wasn't passed on to them.......exactly as last year !

Service

Ok Getting the problem eventually fixed

Service

just too many things not right

Service

Everything was done within a reasonable time and I was able to wait in agreeable surroundings even if things were not quite up to the usual standard as the coffee machine was out of order.

Service

Another good visit made better by Steve Brand on your service desk who always looks after my old BMW even though its 20+ years old now they never say no to anything.

Service

Only issue I had was having to wait for my car went it was already finished.

Service

They carried out the service and had the car MOT'd and it was ready, having been cleaned inside and out, by the time I had been given

Service

It was fine. The car was serviced and cleaned and that's all I really care about. What I was surprised about was how the drop off and collection process could have been a lot smoother. I've seen other dealers do it so much better.

Service

Very friendly and efficient staff together with comfortable. Environment/

Service

Apart from a full service I asked them ti investigate the driver's window which was making a horrible noise. They went the extra mile and looked at all 4 windows solving the problem cheaply.

Service

Awful. Booked it as a 90 minute while-u-wait service. Ended up taking 2 hours 40 minutes despite there being nothing wrong with the car. No information, no apology, nothing. Never again.

Service

Awful customer service. Disingenuous. No call back not organised, under-staffed. Fleece customers at every opportunity. I've been a bmw customer since 2003 new bmw, m3 2 x x5s. This experience will mean I never purchase a bmw again. I do not trust.

Service

good quality service

Service

20 miles after service it was un-drivable because there was no oil pressure . When I stopped oil puddles under the engine.Tunbridge Wells immediately organised recovery - 2-3 hours waiting . Problem seems solved but no gesture of compensation

Service

No issues. Good experience throughout.

Service

Satisfied with the quality of service but not with the high cost of materials

Service

booked the earliest time slot but still kept waiting for ages, won't be returning

Service

Once the car was in staff did their best to explain what needed to happen but it was late in the day before I knew my car would be back. It was a recall of a 520d Touring for the exhaust cooler unit ERG.

Service

A successful company should always look for improvements in services whatever their rating.

Service

My car came in for the same fault 4 times and nobody knew what was the problem, I thought BMW were a premium brand

Service

Would have been 5 stars if you had had decaf coffee

Service

Polite service & the car was ready earlier than scheduled.

Service

The car was not washed. Even thought this was bad enough, I was actually told it had been, which was clearly not the case. Given that I wasn't told the truth, how can I be assured that all the other work that was part of the service was conducted?

Service

1. BMW did the work which was booked in for, but also highlighted other areas of concern, which we immediately addressed. 2. The car was returned to us, hoovered and washed.

Service

As stated above, my overall experience at Coopers Tunbridge Wells was diabolical and not okay for loyal customers like me to experience that.

Service

Service completed and car returned clean

Service

Service ok. Computer problems with key readers and general booking system, fast track service duration was extended as a result by approx 1hr.

Service

Poor communication both internally and externally

Service

Appalling service.

Service

The oil sump cap came loose so needed to return car to adjust. Steve on service was first class

Service

good service

Service

Staff are friendly and helpful. Used the fast track service but ended up taking a little 2 hrs. Frustrating when service promises 90 min turnaround especially when car sits on the forecourt for 45 mins before going in (2nd time this has happened).

Service

Good customer service, at a price! Nice coffee in proper cups. Magazines or newspapers in waiting area would be good.

Service

Kept to time scale

Service

I had a very good experience - efficient and customer focused.

Service

Car not ready at time we were told to collect. Driver light cream colour seat had grease all over it. Car not cleaned

Service

It was the worst experience I've ever had. It took from 5th July to 16th July to get the car seen to. Then I couldn't get anyone to contact me, call me back, talk to me about what was happening and only finally got the car back on the 25th of July.

Service

I was ignored for quite sometime when I went up to the service reception. I totally understand that the team had other things to do, but a simple acknowledgement and a 'someone will be with you shortly' would go a long way.

Service

The vehicle was returned to me in a clean and cared for condition.

Service

Prompt efficient service. No sales pitch. Car felt much better to drive after service. Dealt with courteously.

Service

Delete Jane Lewin Smith from your data base

Service

Always reliable and straight forward

Service

I was not happy at being told it was up to me if I wanted the work carried out instead of being given a clear recommendation. I was also unhappy about the lack of clear communication (see answer to next question).

Service

Brilliant salesperson but two day delay in delivery of car.

Sales

The staff were very good

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

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

Sales

The whole experience was professionally handled.

Sales

As prev stated have been a customer for over 25years and always had very good service

Sales

They looked after my wife and I very well