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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.
The personal & friendly services was excellent
Great service, brakes 100% better, thank you
Josh and After from top bracket. Very helpful dealership overall.
Because when I arrived my car wasnt booked in for service.Even though it was.
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 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
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.
As I said I was treated extremely well and everything was explained as to procedure
All was fine.
Though I was happy with the level of service the somewhat ridiculous costings and estimations left me with dissatisfied overall
Service was excellent and made every effort to identify problem wwith my vehicle
Achieved what was required.
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
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
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
All good but service light was not reset which meant I had to return the following day to get this done
A good team with focus on customer satisfaction
Booked a service, arrived, had a coffee, then browsed around the showroom and then the car had been done.
Greeted and seen promtly Josh explained work to be carried out and kept me informed during process
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.
Another pleasant surprise on cost , due to the condition based element of the service schedule and my low mileage.
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.
The staff member in the service department that I dealt with was very helpful. Took time to explain things so I was completely satisfied with the service I'd received.
Again I continue to receive a very good level of service as a long established customer.
Due to me been overseas working I was a bit concerned with my wife dealing with this & looking after a young family, anyway i had nothing to worry about the team a cooper go that extra mile to help & provided a courtesy car that suited her needs.
A hire car was booked for me when I had stated one was not needed.Pick up time was delayed
The service agent fully explained how long work on my car would take and likely cost so that I wouldn't be in for any surprises when I collected it. During the day he updated me with progress. At end he talked me through everything that had been done
Honest and quality service provided
Dealt with issues diligently and proffessionaly
Good surroundings clean rest area pleasant
The overall face to face service of the team is fine but I am not satisfied with my car
The actual work that was done was great and the car came back lovely and clean, however I was made to feel a little uncomfortable when I dropped the car off, when I was made to feel like a major inconvenience for the fact that my car had a fault
THe service was done exactly as booked - but the added bonus of a really helpful/friendly chap to collect/deliver the car made it a very nice experience - also the car cleaning was incredible - it was like a new car
When I arrived to have a brake fluid change I was told that they had tried to contact me to alter the time of the work, as they couldn't contact myself they gave away the allotted spot and when I arrived at the original time I had to wait 2 hours .
The contact whom I had dealt with at previous visits had gone to lunch when I arrived late due to a major accident on the A19.The car had NOT been Guardexed as previously agreed..The invoice was wrong! It did not deduct the trade-in car value!This
Work completed satisfactorily but I was told the car would be ready for 4pm and I would receive a call if earlier. I had no call so arrived for 4pm and had to wait 45minutes for it to be cleaned. I should have been called to say it would be late.
Very helpful and friendly staff and I was kept informed of the progress throughout the day
Easy to deal with, helpful, pleasant, knowledgeable. Good waiting area where offered drinks. Minor criticism was customer toilets were decent quality but needed fine tuning eg unheated, loose toilet seat,
Services completed efficiently.
I have a noise at the back of the car and the staff could not find the cause. I have had to rebook the car in
Quality of service and the way the I was treated from the moment I walked through the door
Experience was good and the car returned as promised
Very straight forward. Excellent service
The Ecu was completely wiped to datum settings, probably valid reason, but I dont know why when just the egr valve was replaced ?The engine now feels flat as if detuned?Also the tyres were under inflated by a couple psi
Work carried out in a timely manner, unfortunately the alternatert failed on the drive home. Unsure if the airbag work done is responsible.
Frozen water stopped them from washing exterior but still could have cleaned inside, got so used to them cleaning it as part of service
Appointment began on time and was finished on time to the minute. A good cup of coffee was brought to me and there was plenty of current reading material while I waited .
Was a simple job to do replace airbag took well over 2hrs start to finish
Same again great service friendly staff
was looked after really well, Joshua Sutcliffe is a credit to the team
Fitted in the service at short notice,kept me informed of progress and my car was ready when promised
Still charging too much to change over to winter tyres
Car washed and hoovered on collection.
I was dealt with promptly and efficiently and the work was carried out within the time that was quoted. Very happy with service.
Service advisor didn't make contact with me the day before the service. He apparently tried to call on my mobile with no success (mobile not always switched on) but could have tried landline or email when mobile failed.
Could be better.
Polite and knowledgeable
Although the staff were apologetic when I got there I am still outraged that this happened
Included in the service was a full clean and valet. However as I am a keen golfer I was very disappointed to open my boot the following day to find this had not been vacuumed and still covered in grass.
Due to question 1 answer above
The car was returned clean inside and outside.
Able to get the tyres I wanted at the rate I wanted.
above says it all
Let me know any issues with the car straight away
When I got my car back it was just like a new car it had been washed inside and out.it took as long as they said no extra waiting
The work was part of a recall, I dropped the car off at an agreed time to suit myself and was given a courtesy car, this was handed back at the end of the day and I got my car back washed and hoovered.
VERY FOCUSED ON CUSTOMER SATISFACTION
No one is ever completely satisfied
See above Josh went the extra mile and got us a curtesy car at short notice
Pleasant staff, prompt service done on time.
Faults not diagnosed correctly. Keeping my car for a day and not doing anything. My inclination is the part wasnt ordered. Dropping Car off without me being present. No real apology from service manager.
Staff very helpful and very experienced in their products
Work done and service was excellent.
Had a few minor issues with the service provided but these have been rectified to my satisfaction.
I was told I was eligible for tyres at cost as part of serv plan which now I'm told I'm not, so wont buy from Cooper. Some confusion over the quote for the brakes.
Friendly but professional service from helpful staff. Workmanship excellent and good price. Very efficient service overall.
Being unable to make appointment (because diary systems were down) and having to call back 24 hours later was an inconvenience. Manual workaround processes should have been adopted. Luckily my repair was not urgent.
Great! Professional, friendly and helpful staff.
They dealt with a vehicle problem (DynamicStability) immediately using their computer, and the fault was located and is now in process of being rectified.
Staff did not explain that they needed the car all day for a service, when it was booked in, and it was late afternoon when they said I could pick the car up. Too late in the day so left it overnight and collected it the following morning.
The problem with my car was one of those hard-to-define rattles. However, the service manager volunteered to drive with me to hear the noise for himself, so I was confident it had been identified and it was subsequently completely resolved - perfect
Very efficient booking and reception services and extremely friendly and efficient staff.
I was kept informed throughout the customer journey
Only downside was lack of courtesy car, but repair was done at very short notice.
Within an hour of leaving the car I received a video email confirming there were no issues with the car other than those booked in for.
Good service and on time
very efficient and friendly
Car collected and delivered back with no hassle, driver kept me informed of slight traffic delay on collection.
cant complain everything good
The service is great, but I won't buy another BMW because of the stupid service prices.
My car was brought to you at 9am. The 1st call I got was 3pm. New tyre needed. You need 2 hrs to get the tyre so at 5.30pm when I collected my car I was told the job hadnt been done so come back again Wednesday for a waiting appointment. No good.
great staff who keep you informed
Because we were Completely Satisfied.
I never felt pressured, stressed or unsure throughout.
I was happy throughout.
The salesperson, Oliver Potts, presented the options and guided us through the sales process excellently.
The whole experience from start to finish was excellent
Stuart Crossman was excellent from the first time we walked in the centre to change our old BMW. He kept us in touch with things and got as frustrated as us when the car delivery slipped from early October to late December.
Couldnt of done anything else car and service both perfect
Stephen the salesman was brilliant and was very helpful.
Oliver was compassionate throughout the complete process of purchasing the car, which made buying my girlfriend a car for Christmas a much better experience for not only myself but her upon delivery.
This is our 2nd new BMW through Cooper BMW within a year. Excellent service provided by the centre. The centre has got wide range of vehicles and great coffee. The entire team is very helpful and professional. I would highly recommend this BMW centre
All the staff are very helpfull and Oliver was very efficient and made buying my new car a very pleasant experience
Suvodeep Paul was our sales adviser and he was extremely professional, knowledgeable and offered us great customer service.
Car to be delivered on Thurs;it didn't turn up.Then supposed to Fri;again didn't turn up.Delayed until Tues;turned up with a flat battery.New battery fitted;finally delivered on Thurs.Promised three tanks of fuel;not done now no reply to emails!
Very wide choice of models and 'millions' of options but all explained well. Several changes of spec until I configured my car the way I wanted it. Changing my mind was not a problem.
Thought a bit more fuss could have been made
Nick did great in finding us exactly what we wanted
Excellent sales support
Very efficient and friendly approach. Mr. Stephen Fox did his best to get the car in the colour and the interior trim that we wanted and got it delivered on time.
Looked after really well by showroom manager.