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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!
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.
Read above Staff are friendly however. But the place lacks organisation
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
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.
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
we paid extra for the seal and protect we was advised car was ready and arranged collection signed all the paperwork Only to find after waiting hour when going drive away protection had not been applied! yet we was given certificate!!!! was not happy
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.
Easy to arrange, looked after while there.
The service manager & Natalie Loade were vert pleasant & helpful.
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.
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.
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.
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
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!
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
The actual time you are kep waiting without be told why
Everything was sorted quickly
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
As above it was an unbelievable bad experience
Really good service from staff.
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.
From identifying the issues to booking it in for repair took 1 month. No valet completed on return of the car
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
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
Well they done the job but should not be going back in after 2 weeks
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
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.
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
It was great, I do think it is over priced though
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.
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
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..???
Have always been looked after and after all this is your motto
As above, the cost was in excess of £500.00 for a 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
Drivers side wing mirror didn't heat up. Was told it needed a new mirror turns out there was just a wire loose.
Mark Hayes is an excellent member of your team. He has a great manner and totally reliable
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,
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
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.
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.
As above I was kept waiting an extra 45 mins with no explanetion
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.
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.
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.
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
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.
The car was ment to have been cleaned. A poor job.
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.
As above no complaints what so ever
Again thx to josh his timing was perfect ???? and car was ready on time . Great asset to BMW
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
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.
Car was dirty on pick up and damaged
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.
Slightly longer wait than expected, otherwise "5"
As per previous answer, not cleaned or valeted.
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
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...
I was very satisfied and Becky in reception was very helpful and polite.
Swift when doing the 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.
Reception and Service staff are a credit to this dealership.
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.
The part never arrived and was rescheduled for next day- Next day wrong part was delivered and was very inconvenient .
Friendly, timely, professional
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.
Seemed not enough staff to much to do
I was completely satisfied
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 email@example.com
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.
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.
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.
Same reasons as above. Unable to hold a technical discussion with regard to the problem and no access to BMW technical department.
Same as above, no one has any time they just palm you off with a coffee.
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.
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
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
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.
The Sales Rep. (Jak Bailes) handled the whole business in a very effective manner. He also kept me well informed throughout the process.
Mark Hayes was very helpful
Experience was top class, only slight negative is that my car seemed to have picked up a small chip in transport.
Best I've ever dealt with.
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.
Excellent. Kept informed by Jonathan Sutcliffe. Enjoyed my big reveal when collecting. Car delivered & ready relatively quickly.
As stated, listened and gave alternatives and solutions
Very good sales people
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.
could not have been better treated; as a repeat customer I was not taken for granted
A few simple mistakes made which shouldn't of occurred.