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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.

Everything was sorted quickly

Service

The actual time you are kep waiting without be told why

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

Servicing very busy so a lot of waiting about.

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

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

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

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

Service

As above it was an unbelievable bad experience

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

Really good service from staff.

Service

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

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

Nice showroom

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

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

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

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

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

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

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

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

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

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

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

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 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

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

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

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

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

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

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

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

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

See above

Service

Friendly, timely, professional

Service

staff nice

Service

Seemed not enough staff to much to do

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

I was completely satisfied

Service

awful customer service, didn't stick to promised timescale, nowhere to park, abrupt lady at the service desk (Stacey), I had to look for my car by myself on this massive car park just to discover the car was dirty! Had to wait for cleaning.

Service

The courtesy car was in an appalling condition when I picked it up. I can send you photographs if you provide me an e-mail address. One of your 10 commitments is to have your car vacuumed and washed, but mine was not. My e-mail is stephep4@aol.com

Service

in 2018 my car went in fot warranty work however when I was given my car back the heating system was no longer working and I was told they could book me back in to have it repaired in 5 weeks during a very cold January! A safety issue in my opinion.

Service

Having said that - when I explained to the service receptionist the problem that you had created for me she checked with her manager and, thankfully, I was supplied with a courtesy car.

Service

Same reasons as above. Unable to hold a technical discussion with regard to the problem and no access to BMW technical department.

Service

Same as above, no one has any time they just palm you off with a coffee.

Service

Car needs to go back to complete recall work for the battery controller (530e). Was not done at the time as the batteries were not at min 25% charge level. Spoke with service agent 3 days before service and they did not advise car needed charge.

Service

Was told the service was £440 then ended up £525 and wasnt told was inc vat. Also was took it in at 8.30 am and still wasnt finished by 4pm and also didn't bother washing the car. Also haven't logged service onto car computer

Service

Used Coopers for years fantastic company

Service

Ease of booking. Home collection and return. Clear communication from service advisor.

Service

As per answer 1 Additionally this is not the first time ive had issues with Cooper Teesside service department.

Service

Terrible rude service delivered by the service staff and at this point would not return to Cooper

Service

Firstly I was called the day before my service to say no courtesy cars were available. Car not ready on day as no mot done so picked up next day. Serv record not updated on dash. Windscreen jets now not working when no issue before service.

Service

they dealt with all my questions and quickly sorted out a little problem with the car I purchased

Service

Find it difficult to contact people on one occasion I rang 9 times over 45mins constantly going to recorded messages. (Yes during business hours) Difficulty communicating with main hub I go thru to when nobody answers phone. Mistakes are made.

Service

It was only a small job but it took a long time.

Service

Again associated with the comment above. It felt a bit like out of sight out of mind

Service

Quality of service has deteriorated dramatically. Even the Dealership Manager couldnt be bother to return my call.

Service

The vehicle had to be booked in to the Teesside garage through BMW assist on Friday the 1st February. This was due to the fact that the engine management system light was permanently on and was informing me to take the car to the dealer ASAP.

Service

It measured up to expectations.

Service

Service on the day was fine but it took a lot of phone call and reminders on my part to expedite the work that needed doing and part replaced

Service

Slightly disappointed. I booked the service nearly 4 weeks in advance to book a service car replacement only to discover the day before that all cars had been booked out to other customers.

Service

Car was completed on time however they damaged my alloy wheel and it's going to take 4 weeks before if can be rectified. Not acceptable

Service

booked in for warranty work and cooper teesside had forgotten to order the part.

Service

Slow to book in. Waited 30 mins to be given my keys. When I went to pick up Something I asked them to look at didn't get done. The next day I drove 100 miles and it took 20 miles and I had to stop 3 times to clear my window screen. It was -1. TBC

Service

Poor customer service

Service

The day before I received a phone call, which included wondering why I did not go to a different BMW dealership around 50 miles away from where I live. I have been attending Teesside for more than 15 years. Providing the courtesy car was now difficul

Service

Service desk was very busy, work not carried out on time and therefore car delayed. Documentation not posted as promised.

Service

Same as above. Rushed in and our service.

Service

The car was serviced while I waited and the service personnel talked me through the resulting paper work

Service

Very poor communication, very difficult to contact the dealership, no one passes on messages so we didn't receive any planned call backs, offer of a courtesy car was not acceptable due to how long we'd have to wait, repair turnaround not acceptable!!

Service

Staff couldn't have been more friendly or helpful. My issue is with your online booking system. Fast lane online showed 9.15am spot available. Courtesy call day before said booking was for 12.45. Told to be in for 9.15 - but took 2.5 hrs not v fast!

Service

The process was quick and easy and the staff were friendly and helpfull.

Service

No Email sent showing tyres brakes etc

Service

Due to the above reasons although the service advisor was excellent

Service

We have an alloy wheel corroding badly on my husbands 4 series so he booked it in to be fixed called up early December but earliest slot was 23/01/2019 also had a vehicle safety recall on the 4 series and had asked for that to be looked at on 23rd

Service

No issues, the car was serviced in good time

Service

During my contact with Coopers on the telephone and whilst staff collecting car all staff I dealt with were very courteous and polite.

Service

Had to rebook car as was told they were busy and didn’t get time to carry out one of the jobs that the car was booked in for.Courtesy car disgusting inside and out - food cups, wrappers and dirty

Service

Car was ready when expected. However, the car had not been cleaned. First time this has happened.

Service

Despite the issue customer care contact was trying best to sort and kept me informed.

Service

See the above. The experience has totally changed my view about BMW despite only purchasing my car at the end of September for £38k. Very disappointing service from a garage that looked to be operating above capacity.

Service

very satisfied with the brake pad service - However I had to wait over four hours for job to be completed. If I had known I would have taken a taxi home etc. I had to return two days later to have the computer updated re pads.

Service

Great experience at showroom.

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

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

Pete Boyd Cross was excellent

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

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

Sales

Best I've ever dealt with.

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

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

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.

Sales

A few simple mistakes made which shouldn't of occurred.

Sales

Georgina Hudson was a pleasure to deal with. She was very attentive and accommodated all my requests, really went out of the way to make sure that everything went smoothly and I was happy.

Sales

There were issues with the delivery date due to BMW putting a 'stop' on cars including my car. Nick at the centre however did everything he could to make the process as easy as possible for me. BMW should communicate better with the centre.

Sales

5 star treatment from Nick Jimson from start to finish, he made buying a new car very special, nothing was a problem with his friendly, helpful, & cheerful personality.

Sales

First Class salesman who dealt with me

Sales

Extremely satisfied with every aspect

Sales

Couldn't fault the service

Sales

Apart from the delayed collection from picking my latest purchase the service level was very good as it was BMW Head Office decision not to release the car due to. QC issue not not the local centre

Sales

Salesperson and other staff were most courteous from start to finish.

Sales

Well presented, quick handover, just what I wanted

Sales

the salesman was extremely helpful in helping me find the car i wanted and within a very fast timescale

Sales

Easy process. Nick Jmson seals person telephoned me every week to keep me informed of progress

Sales

Suvodeep was very professional and attentive at each stage of the process and a great person to deal with.

Sales

Every effort was made to satisfy my needs

Sales

All staff were polite and helpful. Comfortable reception. Hand over was very good.