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I had to keep phoning to find out what was happening. Calls not returned.
Busy day when car taken in but service rep Joshua Sutcliffe was most helpful and professional, in his attitude. Car was completed/returned at stated time, together with a wash and valet.
No problems following receipt of vehicle
Smart .efficient. helpful,knowledgeable
Just what I would expect from a BMW franchise
see above. utter disaster from start to finished. i was offered a free MOT next time. no chance. i won't be back. when i buy my new bmw i won't be using this garage.
Due to some kind of procedural failure at the dealership, it took 3 visits to get everything completed.I am self employed and it resulted in a loss of earnings.
Always have services & MOT done on time. No problems.
Quick and professional service
Again it would have been 5 stars if the car was done on time. But the updates we welcome
Car service feedback exellent is video etc
Very dissatisfied long wait on arrival in collection amongst other greater issues.
Found them very easy to deal with
Service completed while I waited, as promised. Car washed as well
Work carried out to a high standard.
I took my car to the dealers because of a drivetrain warning message on my car, the dealer advised that I leave the car with them and they gave me a lift home, the car was subsequently repaired with new valve fitted with no further problems.
Cooper Teeside and Particularly Josh Sutcliffe have done everything they can to help.
couldn't have been better
The service was spot on and whilst I needed new discs in the service I received an electronic video showing me exactly what the issue was, so I knew the required work was genuine. Very reassuring.
Very helpful/knowledgeable staff and comfortable surroundings to wait while the car was being looked at.
Everything I requested was completed to my satisfactory.
Great customer service, easy process, received a courtesy car to make my life easier. The only downfall would be that I initially tried contacting them by email about my issue, but had no response in 5 days so I ended up having to call them instead.
Work that was required was done. Though, I had to press for items to be done that I was told initially was not possible (incorrect). On completion I was offered no feedback, simply passed my documents. I had to press to see if all work was done.
kept me p to date with what was happening, completed the job - as always- to a very good standard and returned the car on time as i requested.
I was kept informed of progress, the car was ready early and immaculate when I collected it.
I have never had any reason to complain about the servicing nor the staff.
It helps when you see the same members of staff whenever you visit - namely Chris Davison and Amy Smith
Completed all that was required on time and provided summaries of work done
Dropped off my car, picked up courtesy car, went to work, picked up my car. Smooth as silk.
Asked to collect at 17:00 was told not possible and could I make 16:00? Re-arranged my day to accommodate the request, went to collect the vehicle was told not ready until 17:00! Was told the mot went fine but noticed advisories on cert at home.
The service was carried out on time and full written report received ulon completion
I wasn't expecting such a high bill it is extortionate how you can charge so much when I needed to have this service to keep the warranty going on my car. When I queried the bill at another dealership it would have been £168 cheaper.
As above I was delighted with the service I received.
The post care assistance is always as good as the BMW product.
Andrew (a guy that I have never met before) was a breath of fresh air. I could do business with him again.
5 calls over 3 days to service dept and no return call.
Very friendly and try to help as much as possible
Because I am happy!
Very impressed with the Luke fir like BMW provided for hire when car was taken in for warranty problem
Always good and friendly service.
See above. Once the part was ordered there was no problem with the service delivered.
Work done thoroughly and on time. Customer kept informed.
As above. Plus car returned each time well washed and valeted.
Completed repair and explained everything
Very efficient and professional approach, keeping me up to date with progress throughout.
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.
I am very happy with the whole process
Very friendly staff
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
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.
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
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
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
Organised and friendly customer services
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.
The service was efficient and courteous.
From the second you walk through the door you're made welcome and looked after.
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
All work completed in good time and a loan car provided which made my life easier.
Excellent customer service and excellent skilled mechanics who have repaired and stopped further damage to my car.
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
After the service my car was supposed to have been valeted. It was very poor and the boot had not been touched
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.
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.
Well looked after
Good booked in quick for service and done within a few hours
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.
Service completes on time
Smooth @ fast service.
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
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.
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
Always amazing service & staff
Professional and curious staff
Excellent customer service
I feel I have been looked after and all paperwork explained in depth.
Warm and friendly staff from reception to sales.
It was a long wait to get the car but well worth it built to my specifications and the hand over experience was second to non
garage ok most of the staff ok tip top ..guy who I dealt with on my new car left the company and told my by email and phone 4 hours before ,,, not gooddon't blame him for what happened blame his boss for not making him tell his customer earlier
See question 1 for reasons
I put a deposit down in the first week of January, I was told to expect the car at the beginning of March with the new '18 plates. I think this was a fairly unrealistic expectation, maybe, this was mentioned to make me commit! Either way, I'm happy
Good communication from nik
Paul who we dealt with was very helpful.
Each step was straight forward
Great personal service, efficient, courteous and wonderful cars!
The salesman, Stephen Fox was faultless.
As in answer 1 we were completely satisfied with the purchase of our car. Whilst the delivery delays were disappointing I do feel that everything was done to ensure we had the car as soon as possible following its arrival.
I have been unhappy with service given in the past and voiced my opinion before getting a better service but have been treated well and with respect give good feedback when it is due
Attentive staff who were able to answer all of my questions
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.