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The initial service was fairly satisfied but as the re call was the initial reason I came to the garage but service was completed at the same time at an extra cost I didn't expect to pay for as I had gone over 73 miles, after being given wrong advice
Car was serviced efficiently and was even washed and hoovered.
Really helpful reception team, gave a very warm welcome and technical staff who went over and above.
Dead easy no fuss
The lead time necessary to get a loan car is disappointing, OK if the car is to be in and out the same day but if it has to be in for more than a day it can be a real inconvenience.
My car was pre-booked to an appointment for a routine tyre replacement to be done whilst I waited. It took 2.5 hrs to complete and at a cost 50% more than a high street retailer who would normally complete the job in 40 mins. No apology/explanation.
The car was taken on 3 tests totalling 35miles after diagnosis by the centre of a known fault that can result in the car catching fire (EGR cooler). It was recovered to the garage not safe to drive by BMW ES. I can't get a satisfactory answer why,
Efficient service and great customer care at the garage. Mpg on the x3 is still quite low...better than it was, but keeping an eye on it.
Service advisor Wendy was first class so she gets 5 stars - it's a pity the workshop let her down
staff very helpful, they keep you informed of what is happening with your car
service could not have been any better, pleasure to do business with this little Dealer, very warm and welcoming experience.
I was asked if I wanted my car washed and valeted on completion of the recall service. I said yes, but the car only had water put over it as the windscreen and car was still dirty, and not dried.
I had an issue with voice activation and whilst that was not solved on the first visit, possibly due to a misunderstanding, it was on a further visit
They had much more flexibility than the branch I usually use which fitted my busy schedule better, I was dealt with quickly and professionally, Lauren even walked out to the courtesy car with a brolly for me when is started to pour down with rain.
the service was performed promptly and I was kept informed of the matters arising throughout the day.
Pleasant helpful person dealing with booking car in, good loan car, and work completed satisfactorily and on time
The time I had to wait for one of the service advisors to return from their meeting. Surely the management can arrange temporary cover
Booked for warranty work. Your were nearest dealer who could undertake the work within a reasonable timescale. Still 90mile round trip. came back in afternoon to be told you never had parts so would need for another day. Waste of 1.5 days.Frustrating
Stress free experience.
Everyone helpful and pleasant
Very positive experience all round
Staff very friendly and helpful
Many prior instances with BMW people who did not deliver on their promise. Nice pleasant professional service advisor.
Always happy with the level of service from entering to leaving and everything in between
Lauren was great
Due to a recall notice, booked online 3 days prior to the appointment. At drop off I was told I could pick it up later that day. At 5pm told that the recall needed a part arriving next day. Why wasn't the part in stock as it was booked 3 days earlier
The problem was not resolved and BMW refused to change a worn part despite being under warranty.
As above. Work done with explanation, cleaned inside and out.
Kept me informed, responded to all queries
MoT completed while I waited
Excellent customer service and experience
the team at coopers look after you from start to finish
They did their best to minimise my inconvenience but I had to drop off the car for the recall work and then had a wasted trip to collect my car when it had an obvious issue that should have been identified on a test drive.
Issue with connected drive, car was in for 3 days last week and not resolved. I phoned back yesterday and was told to disconnect connected drive from account and re-install which worked. Just wish I was told this earlier to save 3 visits
They (management and staff) went the extra mile to solve a problem prior to my Germany trip in order to solve a long term Sat Nav problem
I came in halfway through a long journey when the tyre pressure problem sign came on - and I was in a hurry - and it was all fixed in super quick time - and they would not accept any payment - even for a staff box.
Kept me informed
Wouldn't expect anything less
Everything went well & no issues
5 star service
Very helpful staff
Very polite, friendly, helpful and communicative
Very helpful and friendly as always
The car sale was peppered with problems but the staff at the Durham BMWCooper branch did their very best to help sort out problems which seem to have been caused by their head office.
the only 'compliant" and its not really one, is that if you book a car in for service and ask for a courtesy car the time lag is several weeks, i wouldnt need one if it was just a few hours but usually you drop a car at 9am and its not ready until 5
The cool air is now available in this very hot weather to make the car driveable.
I am still waiting for a reply to my e-mail, sent to BMW Cooper Durham on July 19th regarding the blowout I had on my Bridgestone tyre. I contacted Bridgestone and I forwarded the e-mail to Wendy and Ian.
Regular customer, service is co sistant
There was no stress or hassle involved. I received a nice car for the duration. My car came back spotless!
The staff at Cooper are so friendly and accommodating, nothing is too much trouble.
Appreciated courtesy car, whilst mine was in for a safety recall. Absolutely nothing to complain about - great team.
I booked in to wait whilst the warranty wk was carried out. My car stood in the car park for 45 mins before moving to the workshop. 2hrs 10 later im informed the wk had not even been started and it would be 2 further hours. .............. cont
Great team. Always friendly and professional, go the extra mile to provide a top class service.
Problem was resolved.
Not good at all
Cooper Durham have been excellent when carrying warranty work out on my car from picking my car up to dropping it off and keeping me informed all the way.
In addition to the above, I would suggest that they should know who their customer is. I am Mrs, not Mr. I booked my car in as "Mrs", on the phone. When I arrived she said "Mr" and I corrected her and when they called for me, they shouted "Mr" again!
Problem solved first time.
I had to tell at least 6 people the problem I was experiencing. I was told to be there at 10am to be left waiting until 10.45 as everyone was in a meeting! I had to explain the issue several more times, I collected the car, issue still not solved
The senior service manager Andrea rang me to explain a concern i had from when i bought the car. Andrea was simply superb in answering my questions sorting the problem out and giving me confidence going forward.
No complaints with Cooper Durham
The service carried out on the car was quick and efficient and the performance from the vehicle following the service was notably improved and overall very happy with the service in general
Michelle was first class in sorting out the problems. Quick and efficient
Staff very friendly and fault rectified.
It's length of time to get replacement car. So this 2bd time in fir fault they close red car whilst I was away on holiday. Now it's booked in fir a 3rd time fir sane water leak!!!!
Brought car in for warranty work, problems weren't fixed. Was given a courtesy car that was absolutely filthy dirty inside and out! Now making me wait another 3 weeks to get my car back in AGAIN
As above. I have mentioned this shortcoming before to service advisers.
So many small faults, having the car transferred to me. Lack of information regarding Adblue!!
Excellent communication throughout and great to have a collect and return service especially since the parking at Cooper Durham is very limited. Both issues with my car sorted in the same visit.
As much as my service took longer than expected the team were friendly and helpful. I was offered a lift to work and when this wasn't suitable, due to my job, a hire car was found. I was offered refreshments and kept up to date.
Very good customer experience
Car serviced and washed and vacuumed with no problem.
As before, josh made the whole process easy. I've dealt with other sales people at the same branch and haven't had the same level of service I received from josh. Updates were timely but not too much.
I received the full attention of the Sales Executive and Retail Manager throughout my visits to the showroom.
Overall had bad experience plus told extras we purchased in car need another upgrade not offered to us to make it work
The car was not cleaned properly for handover. The handover was rushed and I only looked in the boot once I got home. The car was dirty inside the boot and on the gaskets. Also, the residue/ glue from the stickers is visible on my car!
as above - joshua perry was fantastic
Despite a scratch on the car, Kevin was up front and honest and sorted out the issue within a week.