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Car was booked in for a repair. No effort made to do that ... just intent on telling me not covered under warranty ... two weeks later I am still waiting for an estimate , and have no replies to my chasing e mails ...
See comments above with regards to handing my car back with a clearly audible grating/rubbing coming from the rear, but informing me the issue was resolved! Four days to complete a service and to identify a fault that was not resolved.
The Service Team were very friendly and the car was prepared and ready at the agreed time.
For the reasons I mentioned. I wish that service department can work harder to accommodate all clients needs and circumstances and can carry out service maintenance on Sundays.
Lack of communication while the car was in for service, ie unanswered emails and phone calls. Dismissive behaviour by service staff.
Fault not solved on the day (3rd May) since had to consult BMW UK. No follow up since despite my sending two e-mails. Car still has fault.
No complaints about the service.
They do what they say when they say despite my last minute change of days
From beginning to end I was kept informed and looked after.
Arrangements made prior to appointment worked perfectly
Always friendly and courteous
Prompt thorough service done to time in friendly and professional manner.
The interface with Nick Jimson was a pleasure and the help and advice given was excellent
The computer consul is almost a waste of time. I cannot turn off the sat nav when finished. The trip and on board computer screens are to small to read. I traded a BMW3 for this BMW1 - WHY DID YOU NOT KEEP THE COMPUTER LAYOUTS THE SAME
I had a service, 7k miles later I had to return for another service (brake fluid) to find out I have to return for another service in 4K miles. This is not an efficient approach for your customers
Great service of the people who work there
The waiting area was comfortable and complimentary refreshments a nice touch, for a modern brand I think wifi should be made available for the customers, I was very annoyed that when I got my car back every comfort setting had been changed, e.g radio
Returned car to get glovebox repaired to receive a call later in the afternoon to say that they needed to order some parts but I had previously been in to organise which parts were needed so expected the work to be carried out.
Problem not resolved
I was made to feel very uncumfortable throughout the whole process even down to the telephone contact. BMW made me feel that I should be very grateful for their time and that the staff had better and greater things to do with their time than to look
Service & parts per booked. Parts not there when arrived, left without car being serviced, service indicator went red. Took 2 more visits & complaint to get the matter resolved. Very badly organised service centre, will not return.
No communication from the garage during the day whilst my vehicle was with them. Pick up and delivery service excellent.
Done what was asked to do
My car was handed back a day late and the paintwork was in terrible condition (horrendous swirls). The paintwork was as new when I handed over the car to Cooper Teesside. I have had to spend £200 on paint correction.
Friendly meet and provided with coffee before Service agent was available.
Jo and her team always look after their customers. Always polite and helpful
Car fixed, Chris ensured issues were taken care of.
Service carried out efficiently, car washed and returned in top condition
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 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.
As above, terrible dealer that treats customers with contempt.
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.
Excellent customer service
Again front line staff are very helpful and friendly
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!
Read above Staff are friendly however. But the place lacks organisation
I was very satisfied
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.
Car was serviced while I waited and was pretty much done on time.
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
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
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.
Good Customer service
Never had any problems
Lots of staff but not many apparently doing very much, a very long wait to be seen
Problem explained clearly and subsequent repair was efficient. Thanks go to Graham Dewey, service reception, and to Chris, the service manager.
As above service appalling as didn't know what they were talking about
As above staff were very cooperative and helpful.
Cooper teesside been really good over the years I have owned BMW,s just a shame other dealerships like York are not.
Very efficient and easy to deal with.
The service manager & Natalie Loade were vert pleasant & helpful.
Easy to arrange, looked after while there.
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.
Feel very let down by your garage
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.
As explained above
Service has dropped. Had to chase up paper work waited 30mins to be seen and 30mins to pick car up.
Serious lack of customer service. Wheel bolt was missed off when checking brakes and was left 5 weeks unaware.
The personnel were friendly and accommodating
Excellent as always but the car didn't receive its usual valet. Staff member was very apologetic about it though.
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
Made to feel like it was my error and the error with the car has occurred since being assessed in the garage.
At last some kind and thoughtful staff
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.
Nothing is ever too much trouble
The actual time you are kep waiting without be told why
Servicing very busy so a lot of waiting about.
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!
Everything was sorted quickly
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
Car was clean and detail of what was done on details work sheet
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
Really good service from staff.
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
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.
As above it was an unbelievable bad experience
From identifying the issues to booking it in for repair took 1 month. No valet completed on return of the car
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???
Had to wait a long time due to being busy Although had tea making facilities When seen staff very friendly
Easy to book-in, and ready for collection on time
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
Well they done the job but should not be going back in after 2 weeks
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.
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
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.
It was great, I do think it is over priced though
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
Apart from being slightly later than promised, I was happy with service etc
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..???
Georgina was a star
Jo and Kurt were great.
A great service provided by Nick Jimson
Pleasant state of the art showroom with adequate parking outside. Friendly and welcoming reception staff and helpful and competent salespersons
As stated above Jack was very helpful and put me at ease.
I couldn't have asked for more attention. You all made me feel special. Thank you.
Thanks to Hannah, excellent service. Well done to her.
Again, great service throughout, everything was explained in the simplest of terms and I fully understood everything.
It was delivered like a gift from Paul, who helped me throughout the whole process. Made my day special
Georgina kept us updated on a frequent basis.
Peter updated us all the way through
Very smooth handover. Mr Paul was very patient with all of my ridiculous questions regarding my new vehicle.
It would have been nice to receive a few freebies or some flowers for my wife as the car purchased was over 80k
Not pressured by sales staff to buy a car instead listened to about my requirements and concerns
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.
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.
Well satisfied with the serve given.
No problems, excellent advice and service during the purchase process and good follow up following the collection of the vehicle.
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.
Great experience at showroom.
Pete Boyd Cross was excellent
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
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