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ABOUT COOPER TUNBRIDGE WELLS.

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Clive McGregor

Head of Business

Oliver Horswill

New Car Sales Manager

Julie Murr

New Car Business Manager

Jason Hallam

Aftersales Manager

Paul Cue

Local Business Development Manager

Russel Head

Used Car Business Manager

Stephen Cutler

Sales Executive

Cassidy Roberts

Sales Executive

Steven Dunlop

Sales Executive

Mervin Murday

Sales Executive

George McRae

Service Advisor

Paul Lacey

Senior Service Advisor

Steve Brand

Senior Service Advisor

Stephanie Crouch

Service Advisor

Ben Chrusciel

Product Genius

Danielle Prior

Receptionist

Nicola Carter

Receptionist

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

First service was not too expensive. Wheel trim done well. Roof dents disappeared!

Service

I had to keep chasing up Coopers for a progress report.

Service

Subsequently been experiencing issues with windsceen wipers; left message to report this days ago; still waiting for a call-back.

Service

Check in and information given was very good, especially Stephanie who seemed to be working under unnecessary circumstances with very few courtesy cars for the number of customers.

Service

Work was required for the MOT. The wrong part was ordered and the wrong price quoted.

Service

The wait time was longer than expected

Service

Reception at the service desk is polite. A courtsey car is available as well as a lift into town to the Victoria Shopping Centre.

Service

Car runs perfectly after it's service.

Service

It was simple to book and deal with you

Service

I have enjoyed marvellous service at Fairfield BMW for many Years, changing circumstances means that my nearest at the moment is Tun Wells They are not geared up in any way to deal with responding to clients in a positive fashion unfortunately

Service

Please see email to garage

Service

Cannot speak to service people and a new car has been in your garage alm ost a month - still not sorted.Awful.

Service

I'm still not feeling that my issue with the car has been recognised.

Service

I was disappointed with the waiting at reception. I had to wait almost 20 mins stood in a queue with other customers. 4 reception desks, 2 were occupied, this should have been noticed and a remedy forthcoming.

Service

Coopers BMW used to be super slick. I have no idea what happened but you no longer feel like you are dealing with a premium brand at this location

Service

Service was good and service desk guys were great But when I booked service I was quoted £780 and then on the day I was told £780 + vat So £920 I think it was this should have been told to me so a bit disappointed and felt cheated into service

Service

From collection to delivery everything was carried out most efficiently.

Service

Phoned in advance to give the version of my address needed for sat nav to find me . This wasn't passed on to the collection drivers who went to the wrong place. Also, the need to phone my landline wasn't passed on to them.......exactly as last year !

Service

Ok Getting the problem eventually fixed

Service

just too many things not right

Service

Everything was done within a reasonable time and I was able to wait in agreeable surroundings even if things were not quite up to the usual standard as the coffee machine was out of order.

Service

Another good visit made better by Steve Brand on your service desk who always looks after my old BMW even though its 20+ years old now they never say no to anything.

Service

Only issue I had was having to wait for my car went it was already finished.

Service

They carried out the service and had the car MOT'd and it was ready, having been cleaned inside and out, by the time I had been given

Service

Very friendly and efficient staff together with comfortable. Environment/

Service

It was fine. The car was serviced and cleaned and that's all I really care about. What I was surprised about was how the drop off and collection process could have been a lot smoother. I've seen other dealers do it so much better.

Service

Apart from a full service I asked them ti investigate the driver's window which was making a horrible noise. They went the extra mile and looked at all 4 windows solving the problem cheaply.

Service

Awful. Booked it as a 90 minute while-u-wait service. Ended up taking 2 hours 40 minutes despite there being nothing wrong with the car. No information, no apology, nothing. Never again.

Service

Awful customer service. Disingenuous. No call back not organised, under-staffed. Fleece customers at every opportunity. I've been a bmw customer since 2003 new bmw, m3 2 x x5s. This experience will mean I never purchase a bmw again. I do not trust.

Service

good quality service

Service

No issues. Good experience throughout.

Service

20 miles after service it was un-drivable because there was no oil pressure . When I stopped oil puddles under the engine.Tunbridge Wells immediately organised recovery - 2-3 hours waiting . Problem seems solved but no gesture of compensation

Service

Satisfied with the quality of service but not with the high cost of materials

Service

booked the earliest time slot but still kept waiting for ages, won't be returning

Service

Once the car was in staff did their best to explain what needed to happen but it was late in the day before I knew my car would be back. It was a recall of a 520d Touring for the exhaust cooler unit ERG.

Service

A successful company should always look for improvements in services whatever their rating.

Service

My car came in for the same fault 4 times and nobody knew what was the problem, I thought BMW were a premium brand

Service

Would have been 5 stars if you had had decaf coffee

Service

Polite service & the car was ready earlier than scheduled.

Service

The car was not washed. Even thought this was bad enough, I was actually told it had been, which was clearly not the case. Given that I wasn't told the truth, how can I be assured that all the other work that was part of the service was conducted?

Service

As stated above, my overall experience at Coopers Tunbridge Wells was diabolical and not okay for loyal customers like me to experience that.

Service

1. BMW did the work which was booked in for, but also highlighted other areas of concern, which we immediately addressed. 2. The car was returned to us, hoovered and washed.

Service

Service completed and car returned clean

Service

Service ok. Computer problems with key readers and general booking system, fast track service duration was extended as a result by approx 1hr.

Service

Poor communication both internally and externally

Service

Appalling service.

Service

The oil sump cap came loose so needed to return car to adjust. Steve on service was first class

Service

good service

Service

Good customer service, at a price! Nice coffee in proper cups. Magazines or newspapers in waiting area would be good.

Service

Staff are friendly and helpful. Used the fast track service but ended up taking a little 2 hrs. Frustrating when service promises 90 min turnaround especially when car sits on the forecourt for 45 mins before going in (2nd time this has happened).

Service

Car not ready at time we were told to collect. Driver light cream colour seat had grease all over it. Car not cleaned

Service

I had a very good experience - efficient and customer focused.

Service

Kept to time scale

Service

I was ignored for quite sometime when I went up to the service reception. I totally understand that the team had other things to do, but a simple acknowledgement and a 'someone will be with you shortly' would go a long way.

Service

It was the worst experience I've ever had. It took from 5th July to 16th July to get the car seen to. Then I couldn't get anyone to contact me, call me back, talk to me about what was happening and only finally got the car back on the 25th of July.

Service

The vehicle was returned to me in a clean and cared for condition.

Service

Prompt efficient service. No sales pitch. Car felt much better to drive after service. Dealt with courteously.

Service

Delete Jane Lewin Smith from your data base

Service

Always reliable and straight forward

Service

I was not happy at being told it was up to me if I wanted the work carried out instead of being given a clear recommendation. I was also unhappy about the lack of clear communication (see answer to next question).

Service

See above

Service

Very satisfied but feel the service centre needs to try harder for the full 5 stars.

Service

Great service as always, the team in Tunbridge Wells know me and my car and it is always a pleasure going there despite the distance from my home and the difficulty of transportation

Service

Prompt & excellent service.

Service

from the reception desk through the servicing/sales etc etc each gives a warm friendly welcome and give the impression of being a happy team

Service

Appalling customer after service. No business etiquette. Clearly the Ryanair of the motoring world.

Service

Staff were attentive and helpful, from the welcoming receptionists through to the service team. Victor, head of body shop, was very helpful as always in completing some minor bodywork repairs on my vehicle and did an excellent job, yet with no delay.

Service

Same as answer to question 1

Service

All went well

Service

See above.

Service

Kept informed throughout the time my vehicle was being serviced as to what was being undertaken.

Service

Picked up car from my home address and delivered back at the times they said they would and kept informed during the day

Service

Service provided by Cooper Tunbridge Wells dealer ship is first class from sales through regular servicing and body repairs. Very efficient, friendly and knowledgable staff.

Service

Very helpful and knowledgeable

Service

Great team of people

Service

Work carried out in the estimated timeframe and staff always friendly and approachable.

Service

Good service Fair pricing

Service

Car available ahead of collection, all very easy

Service

poor communication.

Service

Apparently there were some system problems which meant my car wasn't ready to collect until the following day which was inconvenient.

Service

Always so helpful

Service

As above. Let down by 1) not communicating the MOT results before I arrived thus wasting a day of my time 2) waiting period to drop off and the queue of customers means I was not the only one 3) waiting again to pickup with just one guy at the desk

Service

Prompt & Efficient Service

Service

My only problem was the central booking system which failed to pass on to the centre that I had requested a collect and deliver service. However the centre did this for me at short notice for which I was very grateful.

Service

excellent job done right first time

Service

This visit was for an MOT but I really like the car gets washed free of charge. Its a really nice touch.

Service

Steve and the team always provide clear, concise information and make you feel like nothing is too much trouble. The customer service I receive is exceptional in this day and age unfortunately. Well done.

Service

Vehicle was ready on time

Service

On arrival I was impressed with your new meet & greet service but then I sat waiting for quite a long time before someone looked up and asked if anyone was waiting...! There were at least 3 of us so I would have thought it was pretty obvious!

Service

Overall satisfied with my experience.

Service

Friendly, prompt and efficient.

Service

Yes I only had to wait about 1 and 3/4 hours so I looked around the nearby shops. I was pleased to see you have made some changes to the service reception area I.e large service reception signs above the 4 desks and more comfortable chairs.

Service

The work took all day, a lot longer than planned.

Service

When i collected my car it had not been cleaned when I was advised I will receive a free wash and clean. When dropping off my car I asked for a quote to have my front bumper repaired as this has some damage and Iv still not received and response

Service

Steve on the service desk has and is always helpful and keeps you updated during any work being carried out on the car at the time

Service

I booked my car in for an MOT , was told to please come back in 1.5 hours, Because of the chaotic overcrowding at the site left my vehicle right outside showroom doors. I duly returned 1.5 hours later my Car was sitting in the exact same spot.

Service

Service completed quickly, no additional costs, nice environment with wifi and great service from Steve

Service

The whole experience was professionally handled.

Sales

They looked after my wife and I very well

Sales

Very helpful to deal with. I got an attractive deal on the car I wanted.

Sales

Communication problems, firstly value of part exchange, then problems establishing the exact delivery date - very difficult to actually speak to someone to verify exact delivery. but day of handover was impressive, all very efficient, very happy.

Sales

I have listed some issues above. When we went to collect the car we had been told we could use BMW 7 day drive away insurance and when we arrived we were told we could not. It was one issue after another of misinformation.

Sales

Friendly staff, efficient sales person

Sales

The hand over of the car was only 3 minutes.

Sales

The staff were generally helpful and polite. I would have given a higher score if the car had not been handed over with scratches all over and two dents in the body work.

Sales

The whole experience was very enjoyable, all team members I dealt with were very knowledgeable and friendly, the car is outstanding!