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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.
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.
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 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
No complaints with Cooper Durham
Michelle was first class in sorting out the problems. Quick and efficient
Staff very friendly and fault rectified.
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
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!!!!
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.
Very good customer experience
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.
Car serviced and washed and vacuumed with no problem.
The latest issue has still not been resolved. My car was last in with cooper Bmw on 06/06/19 and the fault has reoccurred 14/06/19.
Went above and beyond expectations
Aa above although booking staff (Nicola) excellent
Speedy service and pleasant staff.
I have problems with Coopers in the past and I now use Lloyds of Newcastle because I my humble I get value for money from them
The service I received was good with no complains about staff who were very courteous at all times.
Completely satisfied with the technical service but the valeting was not of a high standard. The boot and seats were not cleaned for instance.
process was easy
Ensured car was ready
Ongoing fault after spending money to have unit completely serviced
Again after sales was not good.will not deal with them again or buy another Bmw
Unable to manage to organise delivery of parts for my second service and had to book my car in again.
No video anymore letting you see what's happening with your car
Quick response to my appointment request
Staff always friendly and efficient.
Two service docs say "brake fluid change every 2 years" yet not carried out. Had several conversations with workshop and Ian clarified situation as far as he was able but 'no compromise servicing' means no compromises. Dirty seat after wash - no good
Fast service in 90 mins Attentive staff
Unfortunately the parts required for my car were not available on the day because of a problem in the delivery/store. Perhaps I should have been advised of this before coming to the garage I received a full explanation and apology from service staff
The service was actually a little cheaper than i was quoted but moreover I've felt with other none BMW dealerships the aim was to literally rinse people by having non essential service work carried out.
Shocking customer service. Waited over 3 weeks for a call back and then they denied the problem their technician pointed out.
Service inside the building was excellent. The wash and vac on the other hand was terrible, I only knew it had been done because the car was wet. Wouldn't stop me returning as it's normally spot on.
I felt a bit like a number when I arrived and rather than my designated person come over and shake my hand and invite me to her desk I was called over at quite a distance-I work in a client facing industry and would always go to the client
Wendy and Michelle both highly skilled,organised and efficient.
Waited 15 minutes to check in - car was ready an hour later than stated as it was started much later then the appointment.
Had car all day to be told you needed parts. If someone had took a look at it when we first brought it in it would have saved a wasted day without the car.
The air conditioning system has not worked since purchase. On 18th April 2019 the car had a brake fluid and air conditioning service and I reported the air conditioning still not working. On 26th April the aircon was re-gassed, still not working!
Easy to book, efficient and reliable,Good communication and updates.
Excellent customer care
During the service the brake caliper 'broke'!! You didn't have one in stock so this meant a return visit and further hanging around for us. It happens, I know. But something I felt loath to mention but feel I should ...cont'd below....
Again staff were great, with swift turn around in getting my vehicle back to me.
After more than one service visit at Cooper Durham, I have had conflicting assessments of the same problems, and have been advised to do things that the car isn't even identifying as being close to needed.
customer adviser was very welcoming and knew her stuff!
The cost doesn't reflect the work done
should be more helpful for what you pay for a bmw
Despite a scratch on the car, Kevin was up front and honest and sorted out the issue within a week.
Great customer service especially from Joshua who dealt with me and kept me informed throughout my purchase and even after to see if everything was ok
From start to finish completely satisfied with our experience.
Great team, listened to our concerns and communicated well when answers given re delivery. Felt an important customer and the team were professional, knowledgeable and courteous.
Perfect care and attention from Sara, who went out of her way to provide what we wanted. She really did go above and boyond for us.
This score is low and this is not on the sales centre or Andrew because he was very helpful and the issue was out of his hands. Our car took 3 months to be delivered so I really only have a new registration for 3 months! So I wasn't happy about this.
As I explained above the execution of the finances has left a very unpleasant taste.
Staff knew what they were talking about and helped me every step of the way.Bilal my sales guy was one of the best knew the car inside and out .
There was nothing in my interactions with the BMW Centre that was anything other than completely satisfactory.
All representatives were highly knowledgeable and listened to my requirements.
From test drive to driving away was a real exciting experience.
Again, in large part down to Sarah. I wasn't quick with the decision making process and she welcomed me each time as if she was pleased to see me and was happy to run through the same questions many times.
My nav key was not available at the time which was not ideal
Car was unveiled which made us feel special it was lovely
Very satisfied with the overall experience at Cooper Durham. Especially Bilal the salesman who we dealt with. If only there where a few more like him else where.
As describe above
The service I was offered was to a very high standard. All my requirements were fully met.
Kevin Lewis gave extremely helpful advice. He also worked hard to meet our requirements in the very tight timescale we gave him.
The Sales Executive knew I was on the brink of purchasing another make of car so had a closer look at the deal to get the cost down. Handover of the car went smoothly and I was given adequate information about the controls.