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Took 6 days to solve problem however was given a courtesy car
Initial diagnosis of the AC problem was incorrect and fixing the problem was delayed unnecessarily causing irritation and inconvenuence
Two faults that had arisen were rectified and communications were good
Helpfully collected the car for me and did some extra work to fix minor problems
My car was used by the car machanic for personal use and damaged, apparently it is BMW company policy to use customers cars and drive them home as Part of procedure to ensure it is operating correctly
As discussed with Mr Greenhow we advised Mrs Greenhow of the need to use the vehicle first thing on a morning as advised vehicle was running poorly first thing, unfortunatly Mrs Greenhow did not return our call until 5.50pm that evening the car was driven at 5.20pm as part of that diagnosis we were able to diagnose the issue, fix the problem and return the vehicle
MOT carried out on time
Professional and polite service, good communication, good valet, good service throughout
The guys at Durham Cooper go out of their way to making you feel welcome, wether you are a new or existing client. They make the sales process very smooth and ensure the correct and best arrangement is put in place for you.
SERVICE WAS VERY GOOD.STAFF WHERE EXCELLENT
Good customer service and answered all questions satisfactorily plus offered us a drink while we were waiting.
Mike was great. However I was unable to get my preferred collect and drop off service option despite my booking being two weeks away.
I've always had the very best service at Durham and this time was no exception
Service staff very friendly. Service completed on time.
I received competitive quotations for the work undertaken, which was executed professionally and without redress. Many thanks to Helen and Emma for their considerate attention to my requirements.
Outstanding service and really helped out when another garage had left me in a predicament.
They provided a free of charge pre-MOT /service check when they realised the actual service wasn't quite due
The person looking after me was professional from the first contact
Their service is first class as always, best dealership I have ever used.
I had to return the car some 2 weeks after I'd bought it for work that should have been carried out before I collected it. This was mainly refurbishing the alloys but there were other blemishes that needed attention.
I have always had very good service on the service side and the staff are always very helpful
Fantastic service from Wendy Hall
The work was done quickly and efficiently. Staff were extremely helpful and accommodating.
The problem has not been corrected. The obvious fix was made, but full consideration was not given to all the indications of problems my wife had given.
Booked in to change two front wheels under warranty at 09:30 arrived early at 09:00 spoke to the receptionist who took my name and asked me to take a seat. At 09:45 I received a call from the dealership asking me where I was. I was sat there waiting.
After being told at 09.30 hours on a Tuesday morning that my car was going into a bay and I would be kept informed of progress I heard nothing at all. I called back at 1800hrs to be told that the service dept was closed. I had to call back next day.
We were more than two hours late due to major accident hold up on A1 staff were very understanding and accommodated us
Because I was fairly satisfied!!!!
from first entering the the store to leaving, all the staff I encountered were very friendly yet professional throughout.
Very satisfied with the Cooper Durham experience but very disappointed that a prestige car, less than two years old has rusted brake discs. I have owned many new cars but have never experienced a problem like this!
no problems very efficient
Quality workmanship & pleasant stay
Emma and Wendy are absolutely fab! They are informative, polite, always lovely to my son, excellent customer service, they explain everything nothing's a bother and they even make us a coffee every time
I have already filled out this survey. I did not attend for a service, I bought a new BMW. The scores relate to that experience.
Very efficient and friendly service
I have always found their standards to be very high and their approach to customer satisfaction is excellent.
Always greeted by my name by the girls on reception which is incredible considering the amount of customers you have and always offered a coffee and biscuit
Tim the salesman was very helpful and easy to talk to, the service staff and reception staff were also pleasant and helpful
Vehicle was in for recall to the rear ISO fixings. On completion of the work two indent marks were found on the rear seat back. This was quickly corrected. Had this not occurred I would have no problem giving a 5 star rating.
Fast and efficient
Car had sun damaged bodywork, less than 2 years old. I had to argue that it should be covered under warranty as they tried to charge me for work. Eventually conceded that it was warranty work.
My car was collected from my home and returned without any fuss and the service completed all on time as advised. Perfect customer service Thank You.
Everyone concerned knew what they were doing and explained clearly the situation regarding my X3.
They did not resolve the two issues I brought to their attention to my satisfaction hence I am dissatisfied.
Good, prompt service. Efficiently dealt with my enquiry.
Everything was sorted very quickly and efficiently
Michelle and Emma were excellent throughout.
the garage kept me informed all the time about my car witch had a problem every thing was sorted
Customer parking is very limited after two circuits of the parking area I managed to locate the only space that was left.The staff do not listen to the customer, see answer in next question. quality of work done see answer to question 4
The service whilst being very professional retained a customer friendly approach
Service organisation from previous day reminder to return of my car was excellent. Service and cost explained before hand; refreshments provided and courtesy car was good.
Level of service received was high standard
Everything went smoothly
There were issues in obtaining the correct car as the one I signed a contract for had apparently already been sold, and I therefore had to source another car of a different spec
Car had been scratched during tyre change
I had a fault (car cutting out without warning)I was asked to take car home after service undertaken and book in the next week as they needed more time to fix.This was a safety issue and i had to push for a cover car as i did not want to drive
I went to collect my car and it had not been seen however the lady looking after me was very apologetic.the young lady on reception was lovely and brought me coffee while I waited-we all make mistakes and this has not put me off returning.
we were on holiday miles away from our local service centre - but rather than putting up with the problem we dropped into Cooper Durham fairly late - got a very good reception and our issue fixed very quickly - so we were able to carry on with our ho
On time. Felt involved. Please tell people.
Friendliness of the staff and knoll age of the vehicles
I was somewhat upset as when I arrived at the service centre to book the car in they initially told me that it was not booked in for that day. However I did book it in for that day the service went ahead as planned
Work completed within indicated time, all staff pleasant & welcoming and customer waiting area clean & comfortable
Despite 2 technicians road testing the car with me and hearing a noise, each time it comes in they fail to rectify the fault. On the last occasion I had waited 3 weeks for a 3 series courtesy car on arrival a member of staff hadn't returned it.
£150 to clean windscreen washers is absolutely ridiculous aleast dick Turpin wore a mask .on a car of this age to block a windscreen filter you would have to be pouring clay in the bottle .
Service computer not reset by technician so had to make return journey to the dealership the following week and spend another hour of my time waiting for it to be done.
Fantastic and friendly staff.
I reported a fault on my car, which is 1 year old. I was told a new part was needed to solve the fault but this part was on European back order. Now, 1 month later, after driving my car with reduced power for all of that time, I've still heard nothin
As I have to drive a near 200 mile round trip my problem is having returned home on the change of month to April another service light has came on to change break fluid but can't understand why this wasn't picked up during the checks on my car
I am always, and on this occasion again, treated as an individual and as a valued customer. Nothing in connection with my visit was too much trouble for the BMW staff.
Very good experience but quite a long wait before making the booking. Nice coffee, but around 15 mins is a long time to wait.
Usual friendly, helpful staff
Politeness, feedback and quality.
My car was collected from home and a courtesey car provided. The young lady, Emma, presented the company in an exemplary way. This was a recall event. I was unable to drive as I had recently had an eye operation.My wife went on the insurance documen
All went according to plan
treated well by staff
Great staff - open early so fits in well with work commitments. Offered options loan car/lift - opted for a lift to save using a car to stand in a work car park all day. Completed the work on time.
Speedily dealt with and charming staff Well done
Work was carried out efficiently and to a high standard
We was quoted a price for a replacement tyre by your service dept and after a 5 hour wait of which 4 hours was the tyre insurance company clearing the the job it then took a further hour to put a tyre on that was obviously already off the X5.
Attentive sales staff at Coopers could not be faulted.However BMW make it difficult to finalise vehicle specification.For example not until delivery did I realise there was no drivers side glove compartment. A tiny detail in a quality car!
found Gary and Andrew great people to be honest
Daniel was very approachable Non pushy and credible in his approach
Time and effort taken by salesman Nigel Carr to find the correct car for me was exceptional and could not be faulted.
Excellent service from start to finish
Fast , fantastic product knowledge,well looked after.
Brilliant service from sales person. The only issue was it was all a bit rushed as it was the week before tax changes. Also price given for for trade in car was £2000-£2500 lower than what I traded the car in elsewhere. Therefore 4 stars
Louis Fraser was first class. Professional from start to finish. Outstanding Knowledge in the brand for such a young guy.
Very professional. All staff were friendly and you were made to feel important.
The care and attention of all the staff was outstanding. Nothing was too much trouble, even when I changed my mind on some details during the build they dealt with it efficiently. I was kept upto date on every stage.
Exceptional knowledgeable attentive staff, we could not have wished for a better service, your representative attended 100%, from start to finish we retained the same person (Louis).
As always extremely easy and a pleasure to deal with the team in Cooper Durham
Friendly service with good advice. It felt like it wasn't just to get a sale and that the service was more customer focused than sales focused
Sales team were excellent from start to finish. Andrew and Gregg were friendly, professional and couldn't help enough.
I had to work hard to get the best deal available! the sales man Chris Davies deserves a medal he stuck with me and we eventually struck a deal ! Hence why I am filling in this survey ??
We found the whole experience fantastic we were very happy with the whole process from ordering the car to collecting it, we were made to feel very special. Daniel and Neil both went above and beyond and I cannot thank them enough for what they did
This is the fourth purchase I have made at this dealership, and the experience is always the same. Friendly, professionable, and knowledgeable sales staff, who remember you from visit to visit and treat you with courtesy, patience, and respect.
We discussed options and the best results for my needs and were helpful in finalising the deal and delivering the car
Very good service, courteous salesman who even made time to keep in touch on days that he was off work. Even sent a photo of the vehicle after it had been delivered, which was a nice touch.
The sales staff and reception staff were extremely friendly. The salesman was very knowledgeable about the vehicle and my personal requirements and helped ease the process. They make what is always a difficult job of finding the best deal easier.
Fantastic sales staff who did their best to get me the right car on a deal I was very pleased with
Sales staff and management (Richard Willis and Gary Andrews) worked very hard to come to a 'deal'. Process from start to finish well actioned and communicated. Couldn't rate higher.
Very smooth and easy transaction salesman Chris Davies was very good and pleasant to deal with
The friendliness,helpfulness, professionalism and knowledge of the sales people we dealt with.
I got all the help I asked for and was kept fully informed during the whole process
This is the second car we have purchased from Coopers Durham this year. In complete contrast to Lloyds newcastle where we live. Coopers welcomed us and went out of their way to meet our needs. Well done to our sales person daniel readman.
Sales staff great. Had to wait when called to sign finance documents. Inconvenient has had another appointment that day.
The service was excellent and the sales person Greg was brilliant and felt like he genuinely did all he could to get me the deal on the car I purchased. I have to say have to say Greg was a pleasure to deal with throughout.
The garage is always a pleasure to visit. The staff are always pleasant and helpful.
I would of given 5 stars due to Louis (our sales person) who was fantastic. However when I picked up the car I noticed a mark on it when Louis tried rub this off it removed the paint and left an inch of damage. This was disappointing.
Excellent service initially from sales executive & sales manager. disappointed that it took over a week for the money from trade in car to reach our bank and that it needed us to chase up the situation which affected our confidence in customer care.
a bouquet of flowers would have been a nice finishing touch
Very happy with all the sales team
The salesman exceeded my expectations with his focus on customer care with particular regard to transfer of my private registration plates