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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.

We live in tenterden so bringing the car to tunbridge wells waste a day - or in our case two days as the service requirement booked was not what you were expecting on the day and we had to return.

Service

Service was prompt and professional

Service

If this question was asking about please rate us on our new call centre experience - it would be zero. I had to call the dealer direct to get any sense. The dealer could not be faulted. Get rid of your call centre though

Service

Car was well cleaned inside and out

Service

Did a free check and noted it needed new windscreen wipers. Why did they not draw this to my attention and fit them.

Service

Read the above. Says it all.

Service

See above. Totally unreliable and they don't care about customer satisfaction. When I complained about having no car for 3 days they told me I could always go to another garage!

Service

Helpful polite didn't keep me waiting very efficient

Service

Great result

Service

Because we were told that they would be speaking to BMW about the issue and come back to us. No phone call as yet.

Service

2 cars, service and bodywork. Overall good level of service.

Service

As above. Generally a terrible service especially as we bought the car from you. "too busy" to quote for new tyres. Too busy to return calls. Didn't do the work requested then made us wait hours for a courtesy car. Its time that customers don't!

Service

When they finally worked on the car i was pleased with the result.

Service

Friendly, reliable and knowledgeable team who are always ready to help, provide advice and assistance.

Service

No courtesy car available. The person at service reception was both arrogant and totally clueless about the nature of the work to be done. Not having heard anything I phoned at about 5pm: my car had not been done due to paperwork being misplaced.

Service

It was time wasting when I got their on-time but had to queue for 15 mins to drop the key :-(

Service

I was offered a lift to the local railway station but waited an hour for it. It would have been far quicker to walk!

Service

The oil and microfilter change was carried out on time and at the expected price. I would have liked to know what the 'upgrades' were for future reference; they were not listed on the invoice.

Service

Excellent service

Service

Arrived for a winter tyres change (booked well in advance). This involves taking a day away from work. When I arrive, computer says tyres haven't arrived. Parts guy says they have. 2 hours later, everything is done but tyres not there. Disappointing.

Service

Leading on from my previous comment, I was sent a video of the fault and the followed up by a phone call from Renz explaining the issue and the next steps. This combined with a follow up call once the work had been carried out.

Service

Expensive

Service

Difficulty in getting through to service department by telephone. Car was washed but windows left smeary. Windows should be cleaned after wash with glass cleaner

Service

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

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

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

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

Kept informed

Service

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

Service

Steve was excellent

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

Cannot fault the service I got and get whenever I use BMW Cooper Tonbridge.

Sales

I don't have the car yet !

Sales

See my commentary above. I can hardly say I was even close to "Fairly Satisfied". I don't have an issue with the Sales Exec who was assigned - he was fighting to do the best he could with the situation. I am really disappointed overall.

Sales

Product knowledge & Customer Service second to none compared to Others we have dealt with

Sales

I have attempted to purchase BMW's in the past and have received exceptional poor customer engagement which led me to purchase other manufacturers vehicles. My latest attempt was transformational - customer engagement was excellent.

Sales

Helped me choose the best model and spec for me and get a good deal

Sales

Because I'm completely satisfied with my experience

Sales

Great effort by the sales team to source a car that was in stock with all the spec we requested.

Sales

A friendly welcome on Reception at the dealership was backed up by informed & factual sales handling which included test drives in three BMW models ending in my decision to purchase an M2 Competition. The handover was also very comprehensive.

Sales

The actual salesman Nick Dey could not have been more helpful on handover. The rest of the dealership could not care less and remain impossible to reach on the phone

Sales

As mentioned before, Cassidy looked after us very well from the beginning to the end

Sales

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.