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ABOUT COOPER TUNBRIDGE WELLS.

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Stewart Hicks

Head of Business

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.

It wasn't bmw Tunbridge wells...It was BMW Ocean in Falmouth.

Service

Everything completed as expected, no issues or delays

Service

Car booked in for work subject to result of investigation being discussed with me.i received no call until the car was ready for collection.

Service

Had a call at 12 to say car was ready - arrivecd at around 1730 and had to wait for paperwork. Then at about 1745 was told you hadn't valeted or cleaned the car . I then had to find a car wash and pay for a valet

Service

Excellent service advisor, helpful and very knowledgeable.

Service

Excellent service

Service

Everything was handled well had to wait a little while for person to become free

Service

Didn't get any reminder for service and a courtesy call would have been nice as a prompt

Service

From start to finish.

Service

The service manager (Steve) was very helpful in difficult circumstances

Service

1. I asked about the finance service plan,they said they will contact me.No one did. It's been 2 weeks bow. 2. No courtesy car provided, although they said they will. I had to arrange my own lift to the garage as they were able to pick me up too late

Service

Car serviced early.

Service

happy they sorted the fault out and the car has been perfect since

Service

It's the people. Steve Brand makes the experience pleasant. People who recognise faces is v/good. Think "Cheers" tv show and the words of the opening:- "Sometimes you want to go where eveverybody knows your name and they're always glad you came.."

Service

Fantastic service, competitive price and glad to see a touch of glamour has been added to the front of house (Stef!)

Service

Took more care over job, including making sure it was finished off properly.

Service

Same answer as above. The treatment received was first rate

Service

as given above .... however would add that the only positive i can give is 'Steve' at the service desk was very understanding/helpfull despite the poor compensation for my issues additionally the center itself is excellent...

Service

Car was ready at the promised time.

Service

No communication in the 2 hours I was waiting in the showroom

Service

Your all good

Service

Everything fine except that there are no longer any newspapers to read while waiting.

Service

Service took abit longer than originally told

Service

Booked car for fast track MoT scheduled for 1.5 hours. Had arranged to wait at dealership. After 1.5 hours saw car being driven into workshop; was then told (had to ask) they were running late. So 3 hour wait in total. Why not tell me at outset?

Service

After a couple of issues experienced. The way it was turned around was excellent. Having the engineer explain to me face to face was refreshing and made it easy to understand.

Service

Easy to book, easy to drop in car, easy to collect.

Service

visit again for update and it seems it will be at least 2 more weeks before parts are available. In terms of service I don't really need meet and greet in morning and a named service advisor just be able to speak to service when I call for updates.

Service

Good contact levels. Service was as discussed. Slight mix up with my bill was swiftly rectified.

Service

It takes a long time to get a convenient appointment for a service.

Service

Came in from street with warning light - got prompt service.

Service

Poor service during the end of warranty check in. Generally okay prior to this. Lots of non-disclosed charges for things like "service scope" and excessive pricing for things like changing brake fluid. Didn't even wash the car on last visit

Service

During the course of my service a nail was found in one of my tyres.I was told that you did not have a tyre in stock and I would have to sort it out myself. I felt that I could have been offered more help with the situation.

Service

Tyres changed on time with no fuss.

Service

Yes - see above.

Service

Gary and Steve were both helpful and made my purchase of the MPPSK, as expensive as it was, a little less painful!

Service

Car collected and delivered back on time and a full explanation of work undertaken. The car runs more smoothly and has been obviously serviced well

Service

A nice centre, very good service from staff. Completed on time, a little over the quoted price.

Service

Everything done as requested. Could improve the thoroughness of the valeting but that’s a small point. Could also send a short video of what was actually done on the car and a view of the underside ( as MB do for our SLK). Also a long lead time to ge

Service

Customer service was great, as was the “meet and greet” at the door in the morning. But really disappointing that my windscreen washer tank was not filled while the car was in. It was empty and it was mid-Dec. I’d expect it to be a standard check

Service

Staff at Coopers were helpful, although making contact by phone was difficult. The lack of a courtesy car was a significant inconvenience, as I live and work some distance from Tunbridge Wells.

Service

I was dealt with abruptly by the person at the service desk, bordering on rudely when I asked about timescales for completion, due to the misunderstanding.

Service

As per comments above

Service

First class service

Service

Because I am completely satisfied

Service

Very helpful staff, kept you informed

Service

3 times I called to speak to service, the receptionist said they would call back, twice extremely delayed, third timothy did not come back at all..

Service

Service / work was fine but tyres / parts took several days to arrive meaning I had to do without my car for longer than expected.

Service

Good service but not quite perfect. impressed with the way the service executive dashed the wheels, but it was a glitch that he had to....

Service

Cos I was!

Service

As above. I have met of course the salesman Michael that sold me the car & also your body repair manager. Also other service assistants when I had a fewteething problems. All polite & very helpful so Steve Booth was something of a shock.

Service

Service team completely satisfied. Service completely saisfied.After care i.e my car was very poorly washed.Hence only fairly satisfied.

Service

Problem not rectified after 3 days at the centre. Another visit now required.

Service

I explained the issue and car was booked in to be seen within a couple of days.

Service

Steve Brand was excellent

Service

Efficient and professional

Service

No charge was made for a diagnosis of an unknown noise.

Service

Good friendly service. All to quoted price and time.

Service

As above, time taken for Job

Service

Normally it’s a higher score, however I did not get my video emailed as promised, nor has the service trip Been reset correctly

Service

All went smoothly with the car being ready a little before he promised time

Service

I'd like to speak to the service manager at Tunbridge Wells directly

Service

Car now back to normal and clean!

Service

Service itself was good but I would like to see more flexibility in terms of chosing day and time when I can book service.

Service

They are an example of what good service is meant to be. Even my wife was impressed!

Service

It went as planned

Service

Again, the service was completed quickly and I waited so took the opportunity to do some shopping in the area and enjoyed refreshments on offer

Service

Nothing could of made the experience any better.

Service

Everything of relevance is explained to us in such a way that we can properly understand it. All work done seems properly carried out. The whole BMW experience is infective. The people who organise the work to be done seem to love their work.

Service

the work was completed, so no complaints there, would highlight that they appear very busy and had to wait longer than normal for the work to be concluded

Service

At the last two changes of tyres from normal to my winter set, I have had to return to the centre to have the tyre pressure detector re-calibrated as a pressure loss warning appeared about 15 minutes after driving away in each case.

Service

Polite and efficient

Service

Everything was done with meticulous attention to detail.

Service

Excellent customer service and sensible pricing

Service

Polite , informative , professional

Service

YOU ONLY CHANGED THE ENGINE OIL SO YOU COULD HARDLY GET IT WRONG!

Service

quick turnaround and friendly, helpful staff. not all requirement fulfilled though

Service

Only one issue which is a pain when you pick up car. They adjust driver seat to take it for a test run, I assume. When you come to collect and get in the car, all the adjustments are incorrect. Not sure that anything can be done about this.

Service

Very helpful staff made the visit extremely comfortable

Service

I was expecting a big bill for my service but it was cheaper than I thought so I was very very pleased

Service

Right from being greeted at the door of the showroom to leaving my whole experience was superb - professional and friendly staff that managed my expectations 100% - a rare thing in this day and age

Service

This was to fit a new run-flat tyre, the 2nd since the car was new in 2017, when the tyre had to be specially ordered from Germany, so this time I asked that the tyre was available on-the-day. It wasn't; the wrong tyre had been ordered. Contd at 3.

Service

The check in was goid but then there was no notification later in the day to tell me the car was ready. I called twice as the end of the day approached and no one in the service team answered the phone. It then took over 30 mins to get a call back.

Service

Dealt with promptly. Good rapore with staff.

Service

Went the extra mile to look after me

Service

I have marked you down as I don’t consider it necessary for you to fiddle with the radio stations on my car whilst it’s in for service.

Service

My only complaint was that as I drove away from the Centre I noted the low tyre pressure warning light had illuminated. I would have expected BMW would have seen this warning and resolved the problem before offering the car to me.

Sales

The purchasing of the car was very straight forward

Sales

We found our sales person Cassidy Roberts to be extremely helpful and very natural, so many sales staff are on auto-pilot speech

Sales

Great people, great cars

Sales

Non judgmental staff

Sales

BMW Centre clean and well laid out

Sales

Staff on the front desk could be a little sharper The car was also a week late in delivery as it was dropped off in Durham and not Sussex, hugely disappointing at the time but again, Steven Cuttlee made the best of a bad situation and kept me infor

Sales

No complaints

Sales

More information during the wait for the new car could have been received! A rush at the end to get documents signed in time