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First service was not too expensive. Wheel trim done well. Roof dents disappeared!
I had to keep chasing up Coopers for a progress report.
Subsequently been experiencing issues with windsceen wipers; left message to report this days ago; still waiting for a call-back.
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.
Work was required for the MOT. The wrong part was ordered and the wrong price quoted.
The wait time was longer than expected
Reception at the service desk is polite. A courtsey car is available as well as a lift into town to the Victoria Shopping Centre.
Car runs perfectly after it's service.
It was simple to book and deal with you
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
Please see email to garage
Cannot speak to service people and a new car has been in your garage alm ost a month - still not sorted.Awful.
I'm still not feeling that my issue with the car has been recognised.
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.
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 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
From collection to delivery everything was carried out most efficiently.
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 !
Ok Getting the problem eventually fixed
just too many things not right
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.
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.
Only issue I had was having to wait for my car went it was already finished.
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
Very friendly and efficient staff together with comfortable. Environment/
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.
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.
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.
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.
good quality service
No issues. Good experience throughout.
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
Satisfied with the quality of service but not with the high cost of materials
booked the earliest time slot but still kept waiting for ages, won't be returning
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.
A successful company should always look for improvements in services whatever their rating.
My car came in for the same fault 4 times and nobody knew what was the problem, I thought BMW were a premium brand
Would have been 5 stars if you had had decaf coffee
Polite service & the car was ready earlier than scheduled.
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?
As stated above, my overall experience at Coopers Tunbridge Wells was diabolical and not okay for loyal customers like me to experience that.
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 completed and car returned clean
Service ok. Computer problems with key readers and general booking system, fast track service duration was extended as a result by approx 1hr.
Poor communication both internally and externally
The oil sump cap came loose so needed to return car to adjust. Steve on service was first class
Good customer service, at a price! Nice coffee in proper cups. Magazines or newspapers in waiting area would be good.
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).
Car not ready at time we were told to collect. Driver light cream colour seat had grease all over it. Car not cleaned
I had a very good experience - efficient and customer focused.
Kept to time scale
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.
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.
The vehicle was returned to me in a clean and cared for condition.
Prompt efficient service. No sales pitch. Car felt much better to drive after service. Dealt with courteously.
Delete Jane Lewin Smith from your data base
Always reliable and straight forward
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).
Very satisfied but feel the service centre needs to try harder for the full 5 stars.
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
Prompt & excellent 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
Appalling customer after service. No business etiquette. Clearly the Ryanair of the motoring world.
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.
Same as answer to question 1
All went well
Kept informed throughout the time my vehicle was being serviced as to what was being undertaken.
Picked up car from my home address and delivered back at the times they said they would and kept informed during the day
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.
Very helpful and knowledgeable
Great team of people
Work carried out in the estimated timeframe and staff always friendly and approachable.
Good service Fair pricing
Car available ahead of collection, all very easy
Apparently there were some system problems which meant my car wasn't ready to collect until the following day which was inconvenient.
Always so helpful
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
Prompt & Efficient 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.
excellent job done right first time
This visit was for an MOT but I really like the car gets washed free of charge. Its a really nice touch.
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.
Vehicle was ready on time
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!
Overall satisfied with my experience.
Friendly, prompt and efficient.
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.
The work took all day, a lot longer than planned.
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
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
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 completed quickly, no additional costs, nice environment with wifi and great service from Steve
The whole experience was professionally handled.
They looked after my wife and I very well
Very helpful to deal with. I got an attractive deal on the car I wanted.
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.
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.
Friendly staff, efficient sales person
The hand over of the car was only 3 minutes.
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.
The whole experience was very enjoyable, all team members I dealt with were very knowledgeable and friendly, the car is outstanding!