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I have had a very poor experience. My car was booked in for a service. The problem wasn't rectified. I had to chase 3 times until I could speak to someone in the service department, which was over a week after I was due to have a call.
the service department always produce a reliable job.
An engine oil change and a micro filter service, together with a vehicle health check, were carried out while I waited comfortably in the upper reception area. The process, organised by Kirsty Cain, was first-class.
As per point 2 above - I didn't expect to have to inflate my tyres myself when my car had just been serviced. This made my experience more painful than it needed to be hence my scoring.
See previous comments. Can't quite believe a replacement right rear window was not fitted to cure the window rattle I am experiencing on my recently purchased E93 M3 convertible (LM63 JCX), which has only covered 23k miles
Some really lovely people but hey, I did not get sorted on the problem reported. Call and I'll explain!!!???
Service was very good - polite, friendly and took time to explain things. Liked availability of bottled water and refreshments. Service carries out to time as well.
Apart from collection being missed, very pleased
The service took an hour longer than anticipated and as I was waiting it was a long time.
Car was supposed to be returned between 3 and 5.30. At 5.45 I called to find out where it was. No one answered the phone. At 6.00 someone called me to say they were waiting for a driver. Not acceptable
The Service Assistant was very professional but friendly and approachable during my experience at Cobham BMW
I received what I was told would be delivered
extremely poor service. no communication - at all. no service update. i chased to ensure my car was ready after 5 days on site. etc etc
Came for a test drive but the car wasn't ready, which almost put me off buying a BMW. Recently came for an air-con refresh, which took a long time, and made no difference to my AC's bad odour. Complimentary clean/vac was very poor.
Very late collection of vehicle, no call day prior as stated in email/text, no apology from anyone pre collection, post service Washer fluid was still empty and triggering a warning and i had to call twice to speak to a manager.
Did the work but but didn't reset the service timing. Mistakes on mileage with paperwork
Better communication reuired
The collection and delivery of the vehicle, together with the washed appearance at the end, was good. But the lack of communication detailed previously rather marred the experience.
Well when I reported the fault at Banstead in the first instance , nothing was done in this regard . However , I give full credit to the technicians working on my vehicle as they have done an excellent job . Your technician Nick De Souza was Superb.
See above - complete and utter disaster - no updates, I had to call many times and finally I had to go over 2 times to get a simple update
It was a good experience.
Job well done
Was kept waiting for quite a while on collecting vehicle and cost quite high
I have used this dealership twice now and all aspects from reception, service desk and mechanics are so far giving top service.
Attentive service - even sorting out how to use the bluetooth
Will return as so much better than cooper Croydon
very unhelpful and extremely long waiting time
1.high standard of workmanship for servicing and fixing issues 2. good on site customer service
Courteous and efficient people
Happy with recent service, staff are helpful.
We felt looked after and informed. Caring service
A simple oil service left us with oil all over the new drive as the sump plug/washer hadn't been fitted back correctly. Roadside Assistance followed us to Cooper Cobham. Now fixed but still waiting for call re promised drive clean up >1week later.
My car was not cleaned after its MOT and service. I also sent a message via your website - contact us form, about this and not had a reply.
Never too much trouble to explain the problems.
Very good friendly service. Good communication though out the day on how the car is progressing.
everything was fine
Assume service was completed in accordance with manufacturers format
I was charged £100 to tell me that I needed to spend £500 to correct one fault which I then had corrected outside BMW for £20. I also reported that the heating was not working and the engineer could not find a fault even though it was obvious.
Cooper Cobham worked on my central locking issue. Took 4 hours, I did specifically ask them to investigate a dash rattle (as glove box out) with detailed summary of issues. Car returned noise still there???
Had to book it in yet again for the same job, nobody rings me back despite being assured that they would on at least 3 occasions in a week. Car came back late with more miles on it than it takes to get to my address and my dash cam had been disconect
The service advisor told me I would not notice any change to my car after the engine management software update it had (Quality Enhancement). When I got the car back all of my personal settings were reset and the car felt very different to drive!
The recall was handled initially by BMW emergency services who promptly and efficiently handled the investigation and pick up of my vehicle and arranged for courtesy car.Once my car was with Coopers Cobham the work was completed without delay.
The fault was found and rectified. However, the car needed to remain at BMW over the weekend and despite assurances I would be contacted on the Saturday and given an updated there was no contact until the Monday.
quick competent but no courtesy car this time.
Service completed on time specified
Happy with Cobham but totally disappointed with Thames Ditton don't think theirs enough staff.
Customer service was shocking. It was virtually impossible to speak to anyone on the phone (it just rang and rang) and when someone did answer they took my name and number but no one ever called me back.
Put car in for airbag recall was given a time frame had to telephone three times to find out when the car was available first two times no one called me back.
Courteous staff, efficient service, although can be a little busy
The car went in for a service and MOT - all good. But has come back without the air conditioning working. This was working before it went in. I have not been able to book it in again until late August!
2 months to book in for repairs to be done. Car not washed, errors not resolved. 3 messages left now with no call back so far
Collect/deliver service for Recall worked very well. Kept in touch with developments, and safety check revealed worn ball joints. Replaced within 24 hours under extended warranty. Noticeable improvement with handling. Well pleased. But note 3. below
As above Whats interesting is all your "step lines" on the walls... Well you failed with me
See above, whilst they have stated they would have the car back I have to drop it off which unfortunately I do not have the time as I work around the south east and have a number of meetings and site that I have attend daily
BMW Assist took me to Cooper Cobham. This was Thurs, the service depart., had until Mon when they phoned to say what time would we like to pick the car up on Tues. When we got to Coopers the car was not ready and we had to get a taxi home.
All parts of service including paperwork properly completed.
All good no hiccups
Bit disappointed that no free first service on two year old caf with low mileage as i was told when purchasing the vehicle
BMW Cobham team are top notch.
Work was done thoroughly. The only problem I had is I couldn't be fitted in for about 6 weeks or so as work was being done at the branch. Therefore as the brake pads were getting low. This led to the discs also needing doing. So obviously extra cost
There are no positives relating to Cooper Cobham. There is next to zero customer parking The reception staff seem annoyed at having to deal with customers. 1 month wait for an appointment with no resolution. Another mth wait for a follow appt
Courteous and friendly reception staff. Car returned clean both inside and outside. Brilliant
Value for money
Trying to get through to your service consultants is a nightmare. Nobody ever answers their phone. The work itself seems to have served the purpose.
The team at Cooper Cobham do everything they can for you even with the challenges they have thank you very much
Reception staff and sales rep, Polina, were extremely helpful and professional.
Noot been kept up to date with the work requirements and the timeline for completion. Car was returned unwashed with bird droppings.
Got there in the end. Chaotic and dread booking my car in!! Also no parking when you drop car off. Can never speak to anyone on the phone at cobham service dept!
The only thing I was not sure about was the exact time the car was being picked up ie I had a time range. 8-11am.
Waited for a day when a courtesy card would be available. It wasn't and no warning was given. Consequently cost time and money outweighing the cost of the work.
Excellent, knowledgeable and friendly service
Jamie is a star
Dan Hague was tremendous
Dan Hague in sales was tremendous
Jamie Smith, the sales person at Coopers Cobham (with whom I have dealt before) was very proactive and helpful
The young lady I delt with was excellent. Polina)
The staff and management looked after me extremely well, going above and beyond to ensure I was as happy as could be at all times...couldn't fault them.
Staff (Maxine Dadoush) kept us updated as soon as she knew anything and encouraged us to contact her with any queries. She talked us through the whole process and ensured that we got the car we wanted.
No where to park at Coopers Cobham.
The communication at the dealer ship was rubbish, they were not proactive and didn't even react until prompted by me. Would never buy another car from Coopers, Cobham.
Excellent all round. The one problem is the lack of access in Cobham