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When I arrived and told my story the gentleman showed no great surprise or sympathy stating that the team was undermanned. He eventually gave me a reduction on my bill. I buy expensive cars from BMW and I expect great service as a bear minimum
Always good and friendly service.
See above. Once the part was ordered there was no problem with the service delivered.
The motto is we are not happy unless you are completely satisfied. On this occasion these appear to be just words, as when I made a query/ complaint after the service I was brushed aside with no empathy and no effort whatsoever to consider helping.
Work done thoroughly and on time. Customer kept informed.
As above. Plus car returned each time well washed and valeted.
Very efficient and professional approach, keeping me up to date with progress throughout.
Completed repair and explained everything
Nice clean surroundings staff very polite always keen to impress
Very unsatisfactory sales team and the service team were hopeless
Nice staff curteous and polite
Everything went well with no unexpected surprises
No cause to complain.
Very friendly staff
I am very happy with the whole process
Professional service rendered
Repair not fixed, car damaged, additional work required dubious, a waste of my time taking the car in as it came out in a worse condition than it went in and I wasnt informed of the removal of the passenger side headlight washer. l feel anoyed.
Quick service kept informed
not at all i am still waiting to find out what was done to my car. it was handed back to my wife in the car park and she could have been anyone.no and i asked for a valuation which i never received
As above, receptionist were friendly but the returning vehicle and associated costs there needs to be a balance and for me this was not reached.
Very professional and great communication prior to service, during service and on completion.
I have bought cars from other high end dealers but the quality of service offered at BMW in my opinion is far superior.Nothing is ever an issue and value for money is always guaranteed.
Everything so easy
I was told there was a recall on my model 2 series cabriolet to the roof ,service said they would look into it and let me know but I have heard nothing
I have had 3 visits in the past 3 weeks, for different reasons so am unsure which visit this relates to, however all have been a positive experience
Organised and friendly customer services
Given incorrect information about the likely duration of the service ("about an hour or so") therefore did not book a courtesy car. Service eventually took 8 hours. No courtesy car available. On board computer upgrade failed and car has to go back.
Car was booked in and serviced with ease
Superb experience in these times. See above
Curteousy, time, commitment and ensuring I understood what was required, how it was to be achieved, future confidence in the vehicle and an overall feeling they meant what they said.
From the second you walk through the door you're made welcome and looked after.
The service was efficient and courteous.
All work was complete in full and issues reported have been resolved fully. Pleased the service department listened and the telephone call from the technician (Aftab?) to explain the issue and what could be done was very useful - he was excellent
Excellent customer service and excellent skilled mechanics who have repaired and stopped further damage to my car.
All work completed in good time and a loan car provided which made my life easier.
See Q1You charge over £120 to tell me what's wrong with the car when the warning lights on the dashboard tell you what's wrong. The fine detail of findning out what is wrong should be included in the price. See answer to Q3also.
Would have been 5 stars but I had to reset 4 settings myself after my service - lights / aircon / radio / time on the clock - these should have been returned to my settings after checking function
Because everyones let you know straight away what you need to know and they always keep you informed of whats going on
PART 2 of COMPLAINTThere appeared to be a breakdown in communication with BMW and Enterprise car hire, resulting in the first car hire being taken off me before my car was returned, leaving me with no car. This affected the above score.
Service adviser and the Senior adviser (Chris) went out of their way to ensure that my problems were resolved in a timely fashion, and I was kept fully informed at every stage of the process.
After the service my car was supposed to have been valeted. It was very poor and the boot had not been touched
Great service through entire experience
When I dropped off the vehicle, the Service team told me it would be ready around 16:30 or 17:00. Due to the children's school schedule, I arranged a drop-off from my wife at 16:30. The vehicle was not ready until 18:15.
Good booked in quick for service and done within a few hours
Well looked after
Efficient management of the service process, with ability for me to remain at the base in comfort to wait for the vehicle. Information passed on effectively by the service representative who dealt with me.
Cooper Teesside contacted me as soon as soon as the BMW emergency services technician had delivered the car to them to say they had received it.They offered me a courtesy car which was turned down as I had other transport.
Service was fine although on initially booking appointment was told someone would call me back to give me an idea on price. I received a call the day before to check I was still dropping car, I asked about price and still no idea was given
I'm torn here, as the service for getting my vehicle back on the road was quick & it's all ways a pleasure to visit Cooper Teesside but I do feel let down by the lack of customer support given.. If that was your vehicle would you be happy
Got looked after very well and looked after my car.
Car was recovered by BMW Breakdown service and taken to Coopers for repair. These were carried out quickly and without incident. All good.
Smooth @ fast service.
Service completes on time
Service booked at short notice and very convenient, regular updates on progress throughout day.
No record of online booking chased twice and no call back as promised. No lift to work as arranged or pick up in evening. Items missed off work sheet and now need a second visit.
Only problem I had was as I had just gone over my recommended mileage you skimmed me for almost £300 when I was told my service was free
Service miles counter were not correctly re-set on dash after service therefore needed to re-visit centre on a separate day to have them re-set
Good service but again a let down for the wait
My car was in for service. I was dealt with by Amy who explained everything clearly and even had my car ready at the time she advised on the morning.
Excellent customer service
Professional and curious staff
Always amazing service & staff
As above no issues at all
The guy I felt with for the service was very helpful however Im still not happy with the DAB radio. My daughter has a Renault with far better reception
nobody is perfect !
The service department is outstanding, never been dealt with in such a professional manor
See comment above
I was asked to bring car for 8am but when I arrived was told they didnt want it until 8.45. They said they had sent two texts neither of which had been received.
EVERYTHING REQUIRED WAS DEALT WITH
slightly disappointed that all the work needed couldn't be completed on one visit
Not sure if issue is completely resolved yet
The friendly helpful staff who do what they say they will do
They fixed everything asked and in time.
Dropped the car off. Came back to pick it up at the time agreed and it was waiting for me with everything conplete.
Polite efficient, seem to take an interest/care in my satisfaction of service.
On my last visit to Cooper Teesside to have an alloy wheel repaired. I collected my car and the wheel had been painted a different colour to the other wheels. I had to seek the opinion of a Bodyshop representative to gain the acceptance of the Dealer
Excellent service from friendly, efficient staff
Having used Cooper Teesside for over 10 years I think this speak volumes of why I come back time after times
I was told there was a recall on for my car and that it needed a replacement EGR valve. There is no record of this having been done in the paperwork.
Helpful and got the issue fixed and sorted me out with a lovely courtesy car the night before
didnt resolve issue I had with car I only purchased 5 weeks before. Had to go back to the bmw garage i purchased it from even though it was a bmw cooper garage. They sorted issue straight away and had much better service from Durham.
Service manager was very thorough and kept me updated with the job progress regularly.
Everyone very friendly, helpful and did exactly what they said they were going to do
Easy drop off, service contact explained everything up front, then the video report was excellent. Next time Ill take the courtesy car option.
Great service, brakes 100% better, thank you
The personal & friendly services was excellent
Because when I arrived my car wasnt booked in for service.Even though it was.
As I said I was treated extremely well and everything was explained as to procedure
Josh and After from top bracket. Very helpful dealership overall.
Walk in emergency situation & everything was done to address problem. Very reassuring even offered an early returned courtesy car, much appreciated.
Easy to use services and flexible approach
the car wasnt washed properly. the car was with the garage far too long...the car came back with the incorrect tyre pressures and the type pressure gauge not re set despite the work sheets being ticked to show they were correct.
The reasons for the rating is the way there was no explanation about the parts failures just making out as if they had done me a favour by fixing them on the day
All was fine.
See reply to q1
Achieved what was required.
Service was excellent and made every effort to identify problem wwith my vehicle
My cars issues were resolved very quickly and my car valeted and everything was explained to me in a way that understood by Joshua Sutcliffe. I was treated very well.
All went well and we got our car back in time, with very good communication.
Care. and attention
Booked a service, arrived, had a coffee, then browsed around the showroom and then the car had been done.
All good but service light was not reset which meant I had to return the following day to get this done
I was met by a warm friendly gentleman, who put me at ease immediately. Informed me what the service would entail and how long the service would take
A good team with focus on customer satisfaction
Lack of an appointment to repair a serious flaw on my car which left me unable to open my boot and also having to hire a car at my expense due to no courtesy cars available for 3 weeks !
Easy to book and handover. Good communication throughout. All work completed to my satisfaction
Greeted and seen promtly Josh explained work to be carried out and kept me informed during process
Another pleasant surprise on cost , due to the condition based element of the service schedule and my low mileage.
The car was serviced quickly, whilst I waited. A problem was found, and the repair was booked in for a later date, and all taken care of under warranty.
I wasn't contacted to say my car was ready for collection. So I had to wait until the next day to pick it up.
My car was collected promptly and returned within the agreed timescale. The car was returned cleaned and blasted. My contact was called Amy and she was very helpful.
Five stars need no explanation.
Great personal service, efficient, courteous and wonderful cars!
Polite service, All round professional experience
Very friendly and answered all questions thoroughly
Excellent service from day one, resulting in a fabulous vehicle.
Peter Boyd-Cross was very welcoming, professional and engaging
All went extremely well.
Again down to the sales rep having all the answers to our questions and the handover was very professional
Great service and attention to detail
Good deal all round, did not feel pressurised at any point.
Both pre-sales and after-sales was excellent - possibly over-the-top with all the updates relating to the build progress of my vehicle.
Due to the complex nature of the computer program systems it would be beneficial to have longer session on this system.Perhapsat a later date.
I enjoyed the experience.
The communication and services provided by Oliver was excellent.
Sales staff incredibly helpful.
Oliver was very friendly and in constant communication. Very professional.
BMW Teeside Concorde way showroom is really superlative in terms of dealing with all facets of car buyer requirements. Surely this will be referred to our acquaintances.
We were very well looked after.
Because we were Completely Satisfied.
I never felt pressured, stressed or unsure throughout.