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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.
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!
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.
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
The recent service I had was great, no issues whatsoever, Michelle whom I have dealt with before from the Service dept. is great.
Inaccurate forecasts/promises of when car would be ready to pick up, my car was kept for 4 days to change the turbo ?
Bit of a queue when dropping off, needed more staff
I had my car serviced and on the way home I noticed there was oil leaking from my car, I had a courtesy car delivered whilst they fixed their mistake, they also didn't top up the tyre pressure as part of the service, I had to do it the day after.
Not the usual standard from BMW
The lady who served me was awesome.
They always look after you and explain what's required on the car
No problems at all.
I should not be left in a position where by I have to return a car for the third time after BMW damaged my car whilst in for a service and then have two attempts at repairing the damage only to be left with another problem.
We had the car booked in for service, recall work and to have passenger front wheel removed. Service was done, but couldn't remove wheel as didn't have correct tool !!! Recall work was going to take a few hours which we were not advised .
I was waiting for nearly 2 hours for a MOT and diagnostics check before one of the empolyees noticed my waiting time and came to check I was Ok and went to find out why my wait was so long.
Cooper are usually excellent but this time has not been great. We could not get a courtesy car for weeks as none available so had to drop the car off. It was not fixed told it needs to come back in. No one has rebooked and not returned our calls
Always polite and efficient
Very helpful, friendly and efficient
The only reason I didn't give the best answer was that the car was booked on for a 9am service but was still in the car park half an hour later.
the car was ready on time with no problems
Came in to pay for service and was left to wait to be seen. Unfortunately for whatever reason, the relevant person was not informed I was waiting so I was left for cica 30 minutes until I asked when I could be seen.
This was due to Wendy and Michelle being exceptional at there job
No problems whatsoever
Service team in chaos and disorganised. I can provide many examples but not enough space to articulate in this survey. Absolutely the worst experience I have ever received at any BMW dealership spanning over 12 years.
I had phoned Cooper Durham first when the fault appeared and was told to call BMW assist as they were too busy to fit me in. However, when BMW assist could not fix it in the car park, that car was towed to Cooper Durham and fixed the next working day
The visit was for a replacement bulb in A reverse light. The visit was fine but my warning light is still coming on despite having the replacement fitted (I assume something needs to be 'reset' on the cars internal computer which was forgotten).
My phone charger was removed from my car whilst servicing which is an annoyance. Also, the car was barely washed when I had it back.
Time taken. Was told 1hr ended up 2.5 hours with explanation why. Windscreen wipers, completely fine before service, advised that they required replacing during service, totally unusalble after service... ???
Front of house services disjointed, and as a customer, just left to wait unless you seek out a team member. For example, Service rang me while I was in showroom to tell me one of the tyres was worn. That was the very reason I had brought it in.
I rang and asked for an MOT slot, told they would ring back but they never did. I had to ring back myself and pursue them to get a service done. Not very good. Once at the dealership service was OK.
Although the problem was fixed there lack of communication when they said they would keep me informed
Always a good experience dealing with local garage.
Brilliant staff and service
Everyone polite and friendly
They tried to rectify the fault but it needs further work which I don't want to go ahead with at present
The team at coopers are fantastic. They always go out of their way to ensure the best customer service is achieved. From walking through the door to leaving! The service team especially Michelle and Wendy are fantastic. They take pride in their job
Problem seems to be fixed but see comments above.
My previous new car purchased and hand over from Coopers Durham was very good, unfortunately my recent b purchase and had over was very much of a let down with the car being handed over outside rather than the hand over bay as previously experienced
Staff were so efficient
Very good service but no follow up on quotes for other required work needed
Good standard, took longer than anticipated and resulted in a 6 hour wait however I appreciate that some things are unexpected
A little slow to take keys etc. at start but made up for it with well informed staff to sort initial details and prompt return of car.
An issue due to head unit intermittent failure not easy to detect however they resolved problem quickly
Straightforward. Only issue is car parking area - not adequate !
Long wait to drop car off. Refused to investigate a report fault even though still under warranty?
Durham was excellent, they bent over backwards to accommodate my needs and the staff couldn't have been nicer all the way through .
Service is easy to book and good communication with bmw but needing my car back in for another 3 days for a stereo isn't great.
Customer service has declined i.e. Slow to book in lots of staff milling about. Staff to ring when service completed we had to ring hence travelling at busiest time of the afternoon.Payment of account was very unprofessional
Excellent customer service from Abi, who arranged a lift home by Geoff once I had dropped my car off for a service and then picked back up once my car was ready to collect. Karl the technician sent a video explaining that my car had no problems
I took a test drive with a workshop oprative to show faults that were listed Some intermittent some permanent He agreed on some after hearing them on the drive But then said they could not be found once i left. To note it was still There upon collec
As above poor service, Abby is very rude and lies. I was lied to on the phone telling me a new car only has a 12 month warranty. So anything has to be paid for. Lied to about the condition of my brakes. I was told they were worn out and proven not to
Everything done professionally.
Service quoted online was 90 minutes and on arrival I was advised approximately 2 hours which was not too much of an issue but this went quite a bit beyond 2 hours. It was an engine oil and microfilter service.
had an issue with the handbrake (annoying high pitched squeak from setting off) and mentioned this. was informed that this had been dealt with but it is no better.
Tyre had nail in it but Bmw quoted about £250. Same tyre cost £175 elsewhere. Why the cost difference.
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.
Staff were very friendly and attentive. Ample time given for consideration of decisions and alternative choices. Purchasing a car is, for some, a massive decision and the sales staff were excellent in appreciating that. Wonderful service.
I was very satisfied with the whole experience and would like to say thanks to Andrew Usher who although new to the company, he was very professional and an absolute pleasure to deal with.
Functions of car well explained by sales person, Hanna Davies, and car was well presented in delivery suite.
Genius explained everything and collection was smooth
As usual there's always something that doesn't go to plan but everything was sorted to my satisfaction.
Andrew Usher was brilliant and exceeded my expections and was extremely patient with me. Wendy, Hannah, Joe and Richard were also instrumental in me making this purchase through Cooper Durham. Great customer care, and thoroughly appreciated
I felt the service was not of an acceptable standard. This was in regards to the staff member who dealt with our sale and throughout. Communication was not great and she was very lax. lack of knowledge. No 'aftercare' Ryan however was great.
Made the experience enjoyable