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ABOUT COOPER TEESSIDE.

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Jon Sutcliffe

Head Of Business

Andrew Keenan

New Car Sales Manager

Chris Shearer

Aftersales Manager

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.

Jo and her team always look after their customers. Always polite and helpful

Service

Car fixed, Chris ensured issues were taken care of.

Service

Service carried out efficiently, car washed and returned in top condition

Service

Service was sloppy, vehicle health check was 'completed but forgot to be uploaded' there we no pictures taken of my car or pre inspection checks prior to work being carried out. Poor post work wash.

Service

I was sat around waiting for a long time when dropping and picking the car up. I was asked if I wanted my car to be cleaned inside and out and upon picking the car up it didn't look like the car had been cleaned.

Service

As above, terrible dealer that treats customers with contempt.

Service

The Service Manager was very good and kept to his word for delivery of.compensation. The amount of compensation was not reflective to the amount of cost of labour and materials. No formal apology ie email / letter.. Poor customer satisfaction.

Service

Again front line staff are very helpful and friendly

Service

Excellent customer service

Service

Required repair to open boot to X6. Fully explained when booking that it could not open via the key or handle as it had no power, my wife could not open it manually and that it was under warranty. Brought it in,then told no parts,so rebook in month!

Service

I was very satisfied

Service

Not enough space! Wait time for MoT or service over three weeks; No answer on phone; very inaccurate pricing on-line; detail has to be re-input in branch - 40 mins; no clear process for check-in or collection; paperwork not ready; salesman attitude.

Service

Read above Staff are friendly however. But the place lacks organisation

Service

As above

Service

Car was serviced while I waited and was pretty much done on time.

Service

While there asked about trading in for a new car with sales lady Georgina, not even had a telephone call back. Guessing because there were no stock cars sales dept not interested? Shame because as above we bought 2 new cars from you within 6 months

Service

Was told 1hr30 and it took 2:45. Cost £270 for first service, now the service warning has come up again already for 19,000 miles. Wasnt offered the 3 year inclusive service for £299 I saw yesterday that clearly would have been cheaper.

Service

As soon as you walk in if you don't look like you belong there they totally ignore you, when the problem with my car was fixed I got told different things from Bmw then from coopers was totally disorganised and ridiculous

Service

No complaints

Service

Good Customer service

Service

Never had any problems

Service

Lots of staff but not many apparently doing very much, a very long wait to be seen

Service

Problem explained clearly and subsequent repair was efficient. Thanks go to Graham Dewey, service reception, and to Chris, the service manager.

Service

As above staff were very cooperative and helpful.

Service

As above service appalling as didn't know what they were talking about

Service

Cooper teesside been really good over the years I have owned BMW,s just a shame other dealerships like York are not.

Service

Very efficient and easy to deal with.

Service

Easy to arrange, looked after while there.

Service

The service manager & Natalie Loade were vert pleasant & helpful.

Service

Asked would I like my car cleaning, i definitely expect a decent job doing. This was not the case, the roof had not been washed and the car generally looked like it had been a rush job.

Service

Feel very let down by your garage

Service

As explained above

Service

Problem was not fixed and I was not contacted. Sales team had promised me a loan car which was not sorted so had to sort a taxi back from Stockton to Redcar.

Service

Service has dropped. Had to chase up paper work waited 30mins to be seen and 30mins to pick car up.

Service

Serious lack of customer service. Wheel bolt was missed off when checking brakes and was left 5 weeks unaware.

Service

Made to feel like it was my error and the error with the car has occurred since being assessed in the garage.

Service

My car was dealt with quickly so I was happy with that. I rang the reception twice to speak to the person dealing with my car to be told she would ring me strait back. I am still waiting for those calls. No attempt to call me until my car was ready f

Service

Excellent as always but the car didn't receive its usual valet. Staff member was very apologetic about it though.

Service

The personnel were friendly and accommodating

Service

Car booked in for Oil and Brake Services and investigate possible electrical fault. Services completed, electrical fault diagnosed and rectified. Only issue, on arriving home I found Service Record book not completed so I completed it myself.

Service

At last some kind and thoughtful staff

Service

Nothing is ever too much trouble

Service

Everything was sorted quickly

Service

Same as above. I've been dealing with coopers (even with all the name changes over the years) since 1995 Great service, great staff from a great dealership

Service

Had to fight tooth and nail on this occasion (and only by speaking to Head of Business) to get them to do the repair in the most obvious, logical and obvious way possible. Not enough characters to give full answer!

Service

The actual time you are kep waiting without be told why

Service

Servicing very busy so a lot of waiting about.

Service

Excellent service

Service

Car was clean and detail of what was done on details work sheet

Service

I was promised the car by 2.30,as I told them at service reception that I was starting work at 4. I arrived at 2.25 and asked to wait. I eventually got my car at 3.40.after being driven home to change into my uniform. The car was not cleaned,no time

Service

As above it was an unbelievable bad experience

Service

Really good service from staff.

Service

Over selling products I don't need 4 hours for an MoT! No MOT staff in the day I was booked in and you guys made the appointment! Taking my car for an MOT to another business. I can do that myself and a lot quicker than 4 hours

Service

No call advising me of the lack of Pool Cars. Wasted 90 minutes driving to and from BMW. Received £30 discount on MOT which did not cover the time and fuel of the wasted trip. When the car was Serviced, had to wait 60 minutes to get the vehicle.

Service

From identifying the issues to booking it in for repair took 1 month. No valet completed on return of the car

Service

Nice showroom

Service

The job was not completed as I anticipated. The eventual outcome was one where I was quite satisfied. Pity that there was a "fault" at the DVLA end???

Service

Had to wait a long time due to being busy Although had tea making facilities When seen staff very friendly

Service

Easy to book-in, and ready for collection on time

Service

Well they done the job but should not be going back in after 2 weeks

Service

total lack of interest in getting you to speak to the right person, just given the run around, nobody ever calls you back or deals with your issue and I have now spoke to a dozen friends who have had the same experience.

Service

I am now having to wait nearly another month for you to repair the damage caused by yourselves. I have not been contacted by a manager only one if your service guys from Stockton

Service

I took time off work to have two repairs on my car, after I arrived and found out parts were on back order for one repair and I would have to be rebooked causing me to loose another day, no date could be given for when parts on backorder arrive

Service

Virtually zero contact and feedback from Service Reception staff during recent repairs. Did not respond to several requests left with receptionist for return call. Made to feel that I was unimportant to them. Good there weeks to replace brake disks a

Service

It was great, I do think it is over priced though

Service

As above...The showroom and appearance of staff is impressive and getting my car washed is nice,but that doesn't compensate failure to identify problems with the car.

Service

Apart from being slightly later than promised, I was happy with service etc

Service

Coffee machine is still not working properly after a few weeks (you get grounds in coffee). Ok, so this sounds very picky. But think that if you cannot attend to this promptly then what assurance do we have you attend our cars differently..???

Service

As above, the cost was in excess of £500.00 for a service

Service

Have always been looked after and after all this is your motto

Service

Mark Hayes is an excellent member of your team. He has a great manner and totally reliable

Service

Drivers side wing mirror didn't heat up. Was told it needed a new mirror turns out there was just a wire loose.

Service

I could see my vehicle outside but it took staff over 45 minutes to find the paperwork so I could drive it away. It also wasn't cleaned which I would expect from a service,

Service

Took all day. Long lead time to nook in. Kept waiting at Drop off and pickup. Decent loan car. Decent work done on car

Service

Had my car from Friday 10.00am until Monday lunchtime because of a DVLA fault. MOT could not be completed. The service was done but in spite of the extra hours my car was there my car was not washed and cleaned as promised. Just a little disappointed

Service

I had to visit the showroom twice. Although the reception staff were friendly, the service staff left a lot to be desired. I had to wait until someone approached me. Dealing with me felt like a chore! The staff really felt inconvenienced.

Service

Excellent

Service

Car picked up from home as promised. Phone call to confirm that I was happy to go ahead with what needed doing. Car returned very well cleaned.

Service

As above I was kept waiting an extra 45 mins with no explanetion

Service

No complaints

Service

Waited nearly 2 hours for a courtesy car, the gentleman who was on the service desk also told me he didn't know what he was doing. Also my windscreen washers were not sorted after asking several times for them to be looked at.

Service

I waited four weeks for a courtesy car appointment, to be told the day before that there was no car due to a "double booking". Then told a further 5 weeks before a courtesy car available - not a delay but put to the back of the queue.

Service

Too long to explain fully but I'll summarise: Reception staff don't pass on telephone messages or advise service staff that customers have arrived Service staff patronising when I explained problems and dismissive of one of the faults highlighted

Service

Cooper Teesside are failing to deliver on the BMW brand experience. I have encountered numerous experiences which have been unsatisfactory. In my most recent experience a service took 5 hours when I was informed it would take around 2 hours.

Service

As above. We originally requested a courtesy car but was told we would not need one as the job would only take 90 minutes. We therefore agreed to wait. We finally got the car back after three and half hours. This made us late for a job.

Service

My vehicle was slightly damaged while being serviced and it took numerous phone calls and several visits to the dealership in order to have the damage repaired.

Service

The car was ment to have been cleaned. A poor job.

Service

As above no complaints what so ever

Service

as you can see above, and also when you call they on some occasions hang up or placed on hold last hold time was 7 minutes

Service

Again thx to josh his timing was perfect ???? and car was ready on time . Great asset to BMW

Service

The service experience was frustrating as I had to constantly chase / call in to find out what was happening with my car. Promised a courtesy car twice and failed to be delivered, only after a complaint to service manager did I get it resolved.

Service

Car was dirty on pick up and damaged

Service

I booked a fast track service but it took closer to 2 hours than the quoted 90 minutes. Granted it was busy but I felt like I was rushed when sat down with the service advisor when booking me in and seeing me out.

Service

Slightly longer wait than expected, otherwise "5"

Service

As per previous answer, not cleaned or valeted.

Service

They where not interested as me as a customer. They just wanted me out . I have asked for a phone call off a manager four times. I still have not had that call yet

Service

BMW assistance would not come out to me, I had to get my car to BMW, had it 5 days with no information , never returned any or my phone call over the 5 days...

Service

I was very satisfied and Becky in reception was very helpful and polite.

Service

Swift when doing the service

Service

I have had BMW's on a managed service twice now and not once has a curtesy car been available when booking in for a service. This puts added burden on friends and family to get you to the service centre.

Service

The part never arrived and was rescheduled for next day- Next day wrong part was delivered and was very inconvenient .

Service

Reception and Service staff are a credit to this dealership.

Service

Car booked in for service and diagnostic in January. Waited a month for service and still diagnostic has not been carried out. Car was damaged whilst in service and now garage will not return my phone calls. Formal complaint to be submitted.

Service

Friendly, timely, professional

Service

See above

Service

staff nice

Service

I'm not sure what else they could get wrong? The process of booking the car in etc failed completely for the second time! I got the impression they just didn't seem to care. I hope I'm wrong.

Service

Seemed not enough staff to much to do

Service

I was completely satisfied

Service

Georgina kept us updated on a frequent basis.

Sales

Peter updated us all the way through

Sales

Excellent service

Sales

Very smooth handover. Mr Paul was very patient with all of my ridiculous questions regarding my new vehicle.

Sales

It would have been nice to receive a few freebies or some flowers for my wife as the car purchased was over 80k

Sales

Not pressured by sales staff to buy a car instead listened to about my requirements and concerns

Sales

I was disappointed that the logistics team failed to meet delivery date by picking up the wrong vehicle and delayed delivery of my vehicle by 24 hours.

Sales

It is always a nice experience buying a new car at Coopers Teesside, you are made to feel special by the sales exec. Making it a very satisfying experience, they care.

Sales

Well satisfied with the serve given.

Sales

No problems, excellent advice and service during the purchase process and good follow up following the collection of the vehicle.

Sales

Sales person Georgina couldn't have done more for us, she kept in regular contact keeping us up to date with progress on the cars delivery, and assisted with the return of our leased BMW. We are very grateful for her help.

Sales

Great experience at showroom.

Sales

Pete Boyd Cross was excellent

Sales

This is largely down to the quality of the service and responsiveness that I received especially from the sales lead Nick Jimson. I really felt that he went the extra mile to provide me with what I wanted and to make it a great experience

Sales

As I mentioned Tom Gordon was very thorough from start to finish. The videos he sent with a thank you was a nice touch. Loved the VIP handover

Sales

Very good service from Nick Jimson at Cooper Teesside. Nick made me feel valued and my business was important Servicing of a previous car was very good, with pick up from my place of work

Sales

The experience you have when you walk into the showroom is always extremely positive. The team are very personable and friendly and people are always on hand to offer help, even if they are not your point of contact.

Sales

The Sales Rep. (Jak Bailes) handled the whole business in a very effective manner. He also kept me well informed throughout the process.

Sales

Mark Hayes was very helpful

Sales

Best I've ever dealt with.

Sales

Experience was top class, only slight negative is that my car seemed to have picked up a small chip in transport.

Sales

Excellent. Kept informed by Jonathan Sutcliffe. Enjoyed my big reveal when collecting. Car delivered & ready relatively quickly.

Sales

During my recent search for a new car I visited over five different brands/dealerships. The staff at this BMW centre have been outstanding throughout the whole process. Especially, Hannah Poonwassie & Martin Grimes.

Sales

As stated, listened and gave alternatives and solutions

Sales

Very good sales people

Sales

could not have been better treated; as a repeat customer I was not taken for granted

Sales

Very good attentive and professional sales staff. Nothing was too much trouble over the whole process. I did not feel pressurised or oversold..it was a good experience.