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ABOUT COOPER TEESSIDE.

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Daniel Evans

Head Of Business

Andrew Keenan

New Car Sales Manager

Craig Wallace

Used Car 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.

Loan car was provided - our car was serviced quickly and cleaned. Jo Raby made sure everything went smoothly. Great atmosphere in the customer centre : )

Service

All done very professionally and efficiently.

Service

Fabulous from start to finish.

Service

Substitute car was good but I was left to work out the controls eg how the seat movement works!not the same as my BMW.

Service

On the day service was excellent and fast. Slight delay when person dealing with me was at lunch and I was waiting for car, maybe sheet could be marked that customer was waiting on site ?

Service

I don’t mind that the car was late but would have been nice to be informed and also to get a call back as requested

Service

Always professional & courteous; efficient.

Service

Long wait times

Service

Informed of the repair . Damage to tyre shown to me before before replacement.Very satisfied with the work carried out.

Service

Car was booked in for service 2 weeks prior. No paperwork was present when I arrived and they didn’t know I was booked in. Test drive of new car was also pre arranged 2 week prior. The car was there but was informed that I wasn’t allowed to drive it.

Service

When I went to pick up the car, the paperwork was completely wrong! The paperwork displayed the wrong mileage, it was copy of last years (Oct 2017) so 6000+ miles out! On further investigation the mileage was also incorrect on the MOT certificate!

Service

Again Sophie very pleasant and guy who did video of fault on car very thorough

Service

Jo Raby service advisor was excellent

Service

I have always had good service form BMW.

Service

No comments.

Service

Good service

Service

I do take in to consideration how busy it is at BMW, everytime I called wanting to talk to the Service team, I was told she's busy leave a message, none of my calls were returned regardless of me emphasizing the urgent nature of the call.

Service

With Teesside branch- however, recently received a a very poor experience at your Durham branch over final service..I would be happy to discuss further should you require further information.

Service

The brake fluid change was done quickly and efficiently

Service

Josh talked me through what was going to happen, I was looked after whilst waiting for my lift and the gentlemen taking me to work were excellent.

Service

servicing report stated that I had refused work to replace wipers and tyre repair kit, I was not contacted nor did I refuse the work. I will now have to rebook the vehicle in which is an inconvenience. My email to them was not replied.

Service

Overall it was excellent service.

Service

As above

Service

A good experience . Nice people who have helped.

Service

I have been poorly treated in the past but this time it went 99.9% perfect.

Service

Everything that was supposed to be done (oil change and inspection) was done. However the video i recvd after only showed the car tyres - a quick view of underside exhaust etc more satisfying.

Service

Complaint with Inchape already in place.

Service

Finished before the predicted time and car left clean.

Service

My problem was resolved, I was kept informed throughout the whole process, provided with a loan car throughout the time and no query ever seemed a problem, everyone was always happy to help.

Service

Helpful service tech

Service

It’s so good ,just speechless, the car was picked up from out side my house taking to be service and come back clean, the customer service good and helpful

Service

Video and vehicle inspection not only telling me what the problems were but also showing me

Service

I cant fault the service from start to finish. You're made to feel a little bit VIP!

Service

Everything went smoothly from booking appointment to collecting vehicle at completion of work

Service

The lengths that the service department front of house, Josh Sutcliffe went to n order to resolve our situation could not have been handled better. Reassuring us with regular updates on what was happening and the next step forward.

Service

The online process of booking the service did not go entirely smoothly and I had to resort to phoning the dealership to confirm the appointment. I also had to wait longer than expected for an appointment.Pick up and drop off service went very well

Service

Booked in for a tyre change under insurance scheme. Waited over 2 hours for a single tyre to be changed. Asked advisor to let me know cost when first handing keys over and no one got back to me. Asked 3 times over the course of 2 hours the progress

Service

Friendly & helpful

Service

Josh on reception provided excellent service. I was kept fully informed at all stages of my appointment.

Service

I was travelling away on a short break when the car developed a fault (egr valve)which they repIred promptly and got me underway again.

Service

As above, really good service from competent and knowledgeable service adviser and reception staff.

Service

Always excellent service

Service

See aboveTime it is taking to resolve issues

Service

As above and given that I have bought 6 cars from this dealership and drive a 5 series bought from new this experience demonstrates lack of customer respect and care.

Service

As above & lovely clean car to boot as this is one of the jobs i hate doing.

Service

Very pleasant and help full

Service

See above in top comments box, it did appear that it was only Jo that actually cared about making sure the customer was happy.

Service

Good customer service, high standard of work and very timely.

Service

The lady who assisted me was really helpful, polite and very pro active

Service

The professionalism along with the friendly attitude of the staff is a credit to BMW

Service

Service advisor was very helpful

Service

Have received excellent service in the past but was not kept informed until last minute on this occasion

Service

Service completed quickly

Service

everything was arranged easily and and quickly

Service

Very attentive staff

Service

After having 2 unsatisfactory contacts with Cooper Teesside (previously addressed) I had this service completed & when taken to my vehicle by the service personnel I found a wet cloth on my leather passenger seat. No attention to detail.

Service

Service completed on time and car returned clean, followed by video report on details of service.

Service

They "forgot" to do the MOT that it was booked in for, plus, again they wont recognise that the brakes have a fault somewhere within, its not "wear and tear"

Service

My car was booked in for some warranty work unfortunately I wasn’t told the work would take 2 days to complete, I returned to the dealership handed courtesy car back then waited 2 hrs to be told car will be ready next day Staff very apologetic ??

Service

I was greeted upon arrival, the service was explained to me, I was contacted both by the garage and the mechanic when the service was completed and my car was collected after a valet. Couldn’t ask for more

Service

Too expensive for simple oil change

Service

Not able to address the rusty wheel hubs issue on my 2 year old X1

Service

My BMW was collected from home, MOT and service carried out and car returned in a very clean condition. I also received an Email/video with results of test etc.and a phonecall from garage staff indicating results and near future service.needs.

Service

Please read above; I can not think of other words; for me, all was what I expected and more.

Service

my new x3 has been in cooper Teesside for over a week for a vibration not what I expect from a new car

Service

Sophie Carlisle and Andrew (service manager?) provided a great service. Professional and engaging.

Service

As above. Plus I was told they would let me know when my car was ready. No call, had to phone myself and too late to collect car so left until morning. Can’t understand what they did to the car to warrant a nearly £700 bill.

Service

I was due to pick up my car at 4pm; in the end I left after 6pm. Car failed MOT due to tyres, but I was sent a video at the end of the service at 1pm showing tyres were urgent, but not told they were not legal.

Service

Reasons as above. Although they have done a good job of repair.

Service

The customer service was great. Only one comment would be that although my vehicle was washed and then hoovered inside there was no polishing done inside so it was still dusty. Perhaps that isn't part of the service but it wouldn't take much if not.

Service

Had to sit waiting for 35 mins

Service

It took nearly 6 weeks to get my car in for service despite a misfire on the car which was getting worse daily and Was subject to a recallI called intoCoopers to look at the problem I was told to take it home & call BMW assist to have it recovered!

Service

Too many bad experiences with the car and not sure how they’re named the ultimate driving machine. Customer service isn’t brilliant at Cooper Teeside, Even on the day my car was ready for collection, nothing but problems.

Service

faultless

Service

Got everything done on time and nothing was to much trouble

Service

Cooper Teeside is always very professional polite and communication is very good, they do what they say they will do no messing.

Service

Much improved customer care

Service

All went well

Service

I had first service. I though slightly expensive for an oil change. Otherwise great - staff were great efficency great and staff seem to care.

Service

All aspects smoothly and efficiently dealt with from start to finish.

Service

Couple of simple recommended things to be done on my car. NOT told about till car handed over, could've done while i was waiting. Had already been there 2hrs so would have preferred to get done straight away instead of bringing back to do.

Service

For the reasons explained above. Bradley Murray and the Service Team at Cooper did everything they could to find the source of the problem with my car.

Service

Pleasant and helpful staff who will answer all queries or get answers to details they are unsure about.

Service

The staff are friendly and efficient but they could not provide a loan car as they were all used while BMW was doing a recall on certain models.

Service

Booked online, was told couldn't have the day I'd booked cause it was a bank holiday. Called number that rang to rebook but girl on phone couldn't find my booking. Ended up going into garage to sort face to face. Everyone was friendly.

Service

kept me informed of progress

Service

Expected good service and recived it. no issue at all.

Service

process is managed very well but long delay in being able to get a service slot and seems expensive for an oil change.

Service

the original booking & the lady at the service desk was completely professional, friendly & genuine. The car was ready on time & had been fully cleaned etc.top marks for thisbut I was obviously disappointed afterwards as detailed above

Service

Did what was asked

Service

The car came back immaculate with everything complete.

Service

my bmw in for a service, on collection then drivng home noticed inspection light on. informed bmw centre to which i was reasured they would correct it, which they did promptly. Although i had to take it back i am still very satisfied (and staff-Brad)

Service

Disappointed with courtesy car issue and warranty repairs aren’t covered now my warranty is up.

Service

Service was fine. Had to come back to have Sat Nav update installed.

Service

As stated in previous post. Also this is my 3rd 3 series and every time one has had a service it has always needed to be booked in again for more work.

Service

Staff pleasant and very friendly to deal with, well informed about status of my car service.

Service

An error code was displayed on collection of car, however this was rectified at same visit

Service

No-one available to collect and return the car.

Service

They could not be more helpful ,nothing is to much for the staff.

Service

Dealt with my needs as planned and with little waiting time

Service

did what they said they would do.

Service

Good service generally, helpful courtesy car, car ready on time.

Service

Job was done correctly and ahead of time.

Service

Took a long time to get a service appointment, and despite leaving the car at 8am there was no feedback on progress until late afternoon when I was then told it would not be ready until the next day. I was given a time of 09:30, and it was 11

Service

Again it’s cost that stops full marks

Service

Always polite and professional in their approach. Vehicle returned at time specified and valeted.

Service

Courtesy car was only available 4 wks after i booked in for inspection

Service

Good service, as expected.

Service

I was kept fully informed at each stage of the servicing process including the MOT which was carried out.I found the 'collect and return' door to door service of great benefit; the driver(s) were courteous and smart and the car returned valeted.

Service

The service report I was given on 13.7.18 was not supported by a video. The tyre tread depths appeared to be higher than those recorded in 2017, then after requesting a video one week later, the treads had gone down and one tyre recorded as bald!

Service

Great customer service

Service

Great service. On time. Very attentive.

Service

Efficient management

Service

Always professional and proactive

Service

Very long wait to be seen and my car was in a lot longer than expected.

Service

job done

Service

Courteous and friendly/welcoming staff.

Service

Easy booking, car collected from home and delivered after service. No hasske.

Service

Salesman very helpful through out

Sales

See answer to question 1. The handover experience was well done and although the car is not my first BMW the differences in controls and dashboard layout were clearly explained to me.

Sales

Satisfied with the car but took slightly longer than expected, owing to unforeseen personal staff issues and was told the car had to come from Germany.

Sales

The staff member, Jamie, who dealt with me extremely well, efficient and kind and I was pleased to give her my order.Sadly she had left before the hand over but Paul, my new contact made the change totally seamless.Many thanks to them both.

Sales

Suvodeep took time to explain everything about the vehicle and was very patient.

Sales

Mr Paul kept in contact throughout to keep me updated as when to expect the car.

Sales

Pleasant atmosphere with no pressure selling made our experience much more enjoyable

Sales

Nick Jimson at Teesside was outstanding in his service and support to me during my desire to source my ideal BMW

Sales

Jak Bailes, the Sales Representative was professional throughout. It felt like a special purchase.

Sales

The salesman Peter Boyd Cross was very helpful and was in regular contact to keep me informed and went the extra mile to ensure I was completely satisfied with the car

Sales

The centres staff were quick to arrange and finalise the deal and prompt with delivery and service

Sales

New car was immaculate and fully demonstrated.

Sales

Excellent from start to finish. I will recommend Cooper BMW without hesitation. From initial enquiry, to the cars specification and delivery, the process was flawless.

Sales

As I said earlier all was completed with good will.

Sales

Brilliant service fro mat art to finish

Sales

Polite, good information available and advice was sensible

Sales

Mr Gordon took his time with me (I appreciate how demanding a customer can be with time) but nevertheless he accommodated me both with the initial sale and afterwards when I changed the Registration number from the one allocated to the private one.

Sales

Superb service and great deal from Mark Hayes at Cooper Teesside

Sales

Was made to feel important when picking up the car. Nice set up!

Sales

The 5 stars is purely because the salesperson (Jamie-Lee) was good. She was knowledgable, friendly and a pleasure to deal with. The process took a long time (particularly picking up the vehicle) but this wasn't her fault.

Sales

Jak is a great salesman and it was his superb manner and approach that made me decide to purchase the vehicle that day.

Sales

We're very flexible to allow me to pick up the car at a time and date which suited me

Sales

Excellent service from Nick Jimson.

Sales

The hand over was a little rushed but other than that it was perfect

Sales

Taking delivery was made to feel like a special occasion. Signing the documents was fast and simple. Peter had a good understanding of the iDive system and gave a very good explanation of the controls without overdoing it.

Sales

I have no complaints, was kept in the loop throughout the process.

Sales

The process was fairly smooth except I had to make a number of trips regarding the collection of the BMW offer £500 worth of accessories. It would of been good if when we collected the car these were ready etc.

Sales

Peter Boyd-Cross comprehensively covered every aspect from ordering to delivery of the car. Was available to cover any queries we had.

Sales

Delivered on all aspects of the sale

Sales

Good handover

Sales

Easy smooth process very professional but also friendly

Sales

Again great personal service from your sales person Peter Boyd-Cross

Sales

The brand new car was full of scratches, the wheels were painted with tyre shine when I specifically asked them not to be. The car came with Adblue when again I was told it did not need Adblue

Sales

Kept us in the loop constantly when the car was arriving, pick up went very smoothly and everything explained very well from staff.

Sales

Excellent explanation of all cars

Sales

as i explained above first class outstanding service. and all the staff lovely brilliant ladies on reception and everybody always smiling made it a delight to go there

Sales

Received my car sooner than I thought I would just in time for my birthday.

Sales

The sales person makes every effort to understand and manage his customers expectations through the process. He made every effort and worked hard to get me the right car at the right deal making me feel special at all times

Sales

Kept fully updated 're delivery and help transferring my private reg plate

Sales

slight delay in vehicle build and delivery compared to original estimate - no big problem