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Not acceptable and I will be putting in a formal complaint
As usual, everything went without a hitch
After the service I called service staff on three occasions regarding a problem. I was promised a call back twice but my call was never returned and issue still remains unresolved.
Easy process once car was booked in
Quick investigation and recall repair done in a day. Courtesy car and my car cleaned and valet what more could you ask for. Excellent service and staff very helpful.
Availability, cost and efficiency
Attentive friendly staff
Treated very well throughout.
Very friendly and efficient.
Coffee on tap while I waited... great to have a while you wait facility
Talked through all that was going on
The staff at Cooper Durham are so friendly .. definitely the best in the North East
No problems encountered. Car returned in a timely fashion
I booked the service online and a cost was provided but upon checking in at service centre I was given an increased cost, I also asked service to check out a problem with boot release on key fob but when I returned it hant been investigated.
Happy with the way the job was carried out
Absolutely shocking experience...paid over 200 for oil and filter service only to find that the fuel filter had not been fitted correctly causing substantial oil leakage on driveway
Pro-active call to book the service based on diagnostics directly from my car, and smooth process to find a suitable service time/date.
Fault found straight away, parts ordered for fitting next day. Couldnt fault any element of the service I received.
I don't feel like I was given the correct information by many staff both in Cooper Durham and over the phone.
The service was terrible as always
When I checked the tyre pressures of the newly fitted winter wheels and tyres they were set at 3 different values. The rear right was particularly 3 psi over. Just a little bit more attention to detail would have been 5 stars.
The staff made sure I was well looked after while waiting for the car, there were no problems found and the service was completed in the time schedule given.
No problems staff very good
Telling me they checked tyre pressures when I had already done that doesn't make sense as a solution.I think they thought I was a bit simple instead of a doctor.
All servicevelements were complete ahead of time plus the car was washed and vacuumed
Wendy at Cooper BMW in Durham always focuses on the customer in front of her. Car also cleaned afterwards & report sent for my review
It will be difficult for me to drop my car off again, due to work commitments, and am now outside of my warranty so may have to pay.
Please see the above detailed answer.
I can rely on BMW service for a reliable and accurate report.
Cooper Durham used text messages to alert me to the arrival of my ordered parts and when my vehicle will be available to pick up, they always promptly ordered my parts in and gave advise to anything related to my vehicle.
Constant updates on the progress of the vehicle.Flexibility on the availability of a vehicle to ensure my time away from work was minimal
Treated with respect.
Nice staff. Also, I was concerned that little things would be found that didn't really need changed, but would then cost a fortune. But everything was routine.
The car was completed well ahead of schedule
Staff are always excellent.
Rachael kept in touch with me throughout the process, keeping me up to date on progress. Very professional.
As above really, welcoming at reception and at the service desk. Really friendly afterwards too.
Very good staff.
result of service. efficiency and knowledge of staff in all departments courteous and friendly. overall a very pleasant experience.
The work I required was the repainting and removal of substantial scratches and blemishes to my BMW bicycle (repeat bicycle). The task was tricky and it was carried out by Scott to my utmost satisfaction.
Stress free experience, additional work required resulting from me reporting an issue was investigated promptly and cost presented in a straightforward manner. No hidden costs
Great building, great staff with great knowledge knowledge and couldnt do enough for me!
Friendly, informative staff
Always well informed
Very personable staff and hopefully a satisfactory conclusion to the vehicle problem.
good communication throughout keeping me informed every step of the way
Cooper Durham do everything required and a lot more.
Everyone is competent, the staff are helpful, educated and can communicate efficiently which is a rare pleasure these days.
collection and reliability
Some recent events due to the sub contract valeting team have soured the visits, however the problems they caused have been rectified. I would need reassurance that the same staff are not on site prior to either of my cars going into the dealership.
The sales and business executives I dealt with were very helpful, positive in their approach making it more attractive for me to conclude the deal at Cooper Durham. The current manager/ Head of business couldn't be more helpful.
Repaired the front light still working
Did all that I expected
Whilst driving I had an issue with an engine coolant warning activating. Contacted Cooper Durham service department and the lady I spoke to was very helpful and advised that they could accept my car that day.
Took longer than expected as I was waiting and not washed within that time. Main job done well
Welcomed upon arrival by friendly service assistant. Because I decided to stay in the showroom whilst my car was being serviced a quiet area was arranged for me so I could work and take calls. Coffee was offered at regular intervals. Great service!
Nice atmosphere, but was not offered a coffee. Issue resolved satisfactorily. Would have been a 5 if there had been no issue in the first place.
Always fantastic service, cant do enough for you.
Price of service
Hadn't discussed the fault or price prior to picking car up and didn't know I had a warranty. Stated I had one year warranty when I have 2 years
Excellent vehicle technicians especially Michael Wilkinson
As always looked after promptly, efficiently and courteously
New car was delivered damaged in May and only rectified in October.Expect better from BMW.
Talked me through the work being carried out, costs upfront, no surprises, and always pleasant.
Although the work that was carried out included an unexpected quality update the car was collected and work carried out in the time stated
Always a good service
Very friendly and attentive staff
friendly, prompt service -good quality work
car had to be left all day,due to tyre insurance
Efficient. Fast. Expensive
The service video that was sent prior to confirming work to be carried out was very helpful.
Very good experience as always.
Staff made it very easy for me
Welcoming but handover rushed
Seamless service, helpful staff
Initially I was pleased with the way I was dealt with, however there were a few glitches along the way with changing personalised plate, to signing finance documentation and arranging BMW 7 day insurance
sales team are very good but as this is my third BMW X3 lessons have not been learned regarding Towbar electrics resulting in another visit to have the problem resolved
Very knowledgeable staff showed me the ins and outs of the vehicle
I was given an excellent run through the car before taking delivery. Good to have personal number plate fitted etc
Salesman clearly descibed the features of the car, made the offer easy to understand and also presented the car for collection perfectly, all in all a very nice occasion.
Excellent customer service and communication
Not pushy, listened to what I wanted and looked for matches, speedy delivery of car. Very importantly did not ask me to give them a good score, which would have resulted in providing lower scores.
communication is poor - promised made as noted in 1a - still waiting for boot floor cover
Simon Thompson IR was our point of contact and his customer service skills are fantastic. We were offered a night in a hotel as we live 360 miles away.
superb,nice coffee,just nice people
just a professional job done by your team
great car at a great price
I am completely satisfied with the service I received from Cooper BMW Durham. In particular I would highlight my dealings with Kevin in sales, who I found to be very helpful, friendly and approachable as well as knowledgeable on all BMW products.
Sales exec. I dealt with very professional, the deal went through exactly as promised, and very promptly too.Impressed that dealer principal involved himself too, at all stages of the purchase of my M5.
Nothing was too much trouble and Alan was very thorough and found a car similar to the one we were ordering, almost identical but with more optional extras. This meant we did not have to wait until December for delivery.
Sara Dodds, who sold me my car, was outstanding as well as BMW Cooper Durham garage itself. Definitely a experience I have never had before when buying a car.
We bought a BMW from Cooper Durham Sept 2017 and returned to purchase another October 2018! We would not have returned if we weren't satisfied.
Car obtained quickly - 4 days!! Great service and kept informed. Still waiting for my bunch of flowers tho.....
Very, very satisfied I couldnt have asked for anything more from the staff helped in every way possible
There were no problematical issues.
Kevin Lewis (Sales Executive) was excellent - very professional and personal, kept me informed at every stage and provided me with a fantastic customer experience, which just added to the brilliant deal on my new BMW 320i M Sport Shadow Edition
We were very satisfied with the delivery of our call the salesman Simon Thompson couldnt do enough to help us.
Kieran Banks went above and beyond the service required.