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About COOPER DURHAM

Find out more about what we do and our team.

Meet the team

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Mark Royal

Head of Business
  • Department Sales

Gary Andrews

New Car Sales Manager

Helen Smith

Aftersales Manager

Neil Tippins

Parts 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.

As per my previous comments - first class.

Service

Because of attitude of staff

Service

DID THE WORK ON TIME NO FUSS , CAR CLEANED.

Service

They said what they would do - and did what they said!

Service

Good, prompt service. Very slight issue was that the car clean could have been better. Admittedly, I didn’t take the care in to be cleaned.

Service

They did what they promised.

Service

Parts needed unexpectedly (broken rear spring) sourced by next day. Driven home and picked up next day when job complete.

Service

It was not a service just a check over.

Service

The service and work carried out and feedback to me was very good.However what let the experience down was the quality of the washing of the vehicle. The interior vacuuming was very good but the outside left a lot to be desired I'm afraid.

Service

Explanation as above.

Service

Everything done on time and as requested by very friendly people.

Service

Very good. Moved servicing from Lloyds Newcastle to Durham as Durham is better.

Service

Car is always ready to collect on time.

Service

They know you as a customer

Service

Car brought in to change winter tyres..said didn't have it on service list. Did air con revamp and spring clean...asked for engine compartment and underneath power washed....not done. (See more below).

Service

The call in and reception was first class. However, to state on the service sheet a fault which had recently been rectified was rather puzzling. I assume the fault had just been copied from a previous inspection report and not true. Not good.

Service

Friendly staff, great service (I even worked from the site)

Service

no fault could be found in service given

Service

staff couldn't be more helpful

Service

very professional

Service

Highly professional, customer focused and personable team. Many thanks

Service

Would of received top marks but could not do map update

Service

Cooper Durham were unable to repair the vehicle,(two week wait)had to use bmw emergency (job done less than two days)

Service

Emma was very friendly and professional, explained the process clearly. The car service, MOT and clean was great, and couldn't have gone better.Very smooth process.

Service

Car booked in for led light on passenger door. Could not fix it as they needed to order the part. So I’ve got to take more time off work to go back for the repair.

Service

I would have preferred to have a courtesy car, but couldn’t wait the few weeks before one was available.

Service

Relatively prompt service, good loan car, free valeting. (They used to provide mints and air freshener in the car after the valeting...).

Service

Excellent customer service from Wendy Hall.

Service

Return of the vehicle was longer than i expected

Service

Coopers are very accommodating and usually provide me with a desk to work from while my car is serviced. The staff are very friendly and give regular updates on progress.

Service

Emma did her best but the information I received was not up to standard. The car was taken in at 8am on the Wednesday and on the following Monday I was told they still had not found the fault. I was then told today that the car might be ok 2mro Wed

Service

updates was limited in relation to when car was going to be ready and when it was going to be dropped off

Service

My car was left with you for two days to fit coil spring and investigate rear view mirror, the coil spring was fixed, however , the rear view mirror was left hanging, when i complained to repairs staff, a mechanic came out and stuck it up with tape?

Service

good job done

Service

Other than having to chase bmw to communicate as calls weren't followed up when they said they would be, we have been happy with service

Service

Great service and car ready within time given

Service

Although the car had been booked in some time beforehand, some of the parts were not in stock, necessitating another visit. Adblue and washer fluid were listed on the invoice but were not topped up. Disappointing as previous service has been great.

Service

Car was fixed in the time quoted and returned cleaned. Shame you didn't have a courtesy car available (you needed my car for a week)

Service

as previous.Only improvement would have been the completeness.For instance, describing the tread on the tyres is great but what does that mean, do they require replacement or should I be concerned, or are they illegal? Minor detail but..

Service

As always, the staff, both in service, sales and showroom are second to none. Always made to feel welcome and always remembered.

Service

Appaling customer service, communication and extremely disappointing response to the complaint raised with service management

Service

Staff polite and friendly. Service completed efficiently. Cost explained before hand.

Service

2 trips to complete upgrade and repair. 1st unable to upgrade IT asked to waited 20 mins after pick up time to be told that work had not been completed. 2nd advised best to get to garage early had to sit around for twenty mins and same on pick up

Service

Rather slow for a scheduled appointment

Service

I was well looked after from arrival to collecting the car. Various things regarding the car were explained. All in all, a very professional and pleasant experience and I came away with the impression that the people working for BMW really do care.

Service

I had a few questions & some minor requests & nothing seemed too much trouble.

Service

Kept me informed and was really helpful

Service

As per the first question- far more efficient than Teesside.

Service

The answer to the previous question says it all

Service

Always offer a coffee, amazing and friendly staff.

Service

Did everything expected, although took a little bit longer than anticipated

Service

Check in/drop off was extremely slow I had to go back to reception as I thought I'd been forgotten about!Noticed a dent in door that evening (i accept I can't prove this occurred in the dealership but I know for certain it wasn't there that morning)

Service

Had to go back again before everything sorted. Could do without this as it is a 40 mile round trip every time

Service

Enjoyed the experience

Service

No problem with the way things get done

Service

I didn't realise this service would take 3 hours and as I decided to wait I hadn't made any provision to leave the car and come back when it was finished, it would be very beneficial for the operator to inform customers of this long wait.

Service

Smoothness of the service experience whilstenjoying the coffee and the newspapers in the waiting area.The washing down and cleaning of the car could beslightly improved.

Service

Excellent customer service, coffee on arrival and collection, technician consulted me personally, issue resolved and the car handed back to me personally. Received a video detailing issue.This is how it should be, professional and efficient.

Service

Good professional service

Service

service completed excellent but car valet was a bit to be desired tyres and wheels looked as if they had plouged a field

Service

Service and cost explained before, final price less than estimate and a free breakfast thrown in.

Service

The service felt personal not just another number.

Service

Helpful staff and convenient appointment.

Service

The service that I received was not good at all

Service

Couldn't fault it.

Service

Many thanks to Emma for the faultless service, I will definitely be back to Cooper Durham.

Service

Did exactly what was required in a timely fashion. Staff very polite and friendly.

Service

Again it’s all down to how great the staff are

Service

Overall good service

Service

Did what I asked for at a fair price.

Service

Same comment as above

Service

Customer service is terible even from management

Service

The staff were all helpful.

Service

The best BMW dealt I’ve used in 12 years of owning BMWs

Service

I am always treated with courtesy. It is though I am one of a family. Points arising are discussed fully and remedies explained satisfactorarily.

Service

If the dashboard, front sill, and some smaller interior areas been cleaned it would have been completely, just that extra mile required

Service

Efficient, friendly process.

Service

Difficulty getting courtesy car - problem with new online system. Wrong part ordered for car meaning off road for an extra 24 hours - can happen but wouldn't expect it from dealer. Had to use bus - one hour each way with 2 kids!

Service

Really good, pleasant people to do business with and very, very helpful. The best service department I have found in 30 years of BMW ownership, so much so that I happily travel further to go to this dealership.

Service

Great staff

Service

Service reception staff are very professional and helpful

Service

Excellent communications

Service

As I have come to expect, the whole experience was a pleasure from start to finish.

Sales

Very helpful and knowledgable

Sales

Helpful all the way. No issues.

Sales

Completely SATISFIED by the endeavours of Chris Davies/BMW Cooper Durham but totally DISSATISFIED with the couldn't give a damn style of BMW Germany/UK. My X2 was weeks late and no-one would tell me - or Chris Davies/BMW Cooper Durham why.

Sales

Sales person Chris Davies was excellent - this is the 4th vehicle I have purchased which he has handled the sale