Cooper BMW Anmeldelser 

As the current owner of a Series 4 MSport coupe supplied by Stratstone BMW, I was interested in buying a Z4 as a second car. In February I noticed Cooper Sunderland BMW had an ex demo advertised....69 plate Dec 19 with 2k miles @ £30990. I looked around the dealership on two occasions and could not find it. I then called in and was told it was off site but they would track it down. I called in a couple of days later and was told it was being used by a member of staff who was on holiday. At my next contact, I was told it was then being prepped and I would be contacted when it was on site. Unfortunately lockdown then kicked in. Half way through lockdown I emailed the garage and explained the situation and was told by Andrew Elliot that he had taken note and would be in touch once lockdown was over. Following the re-opening of the showroom on the Monday, not having heard from the dealership, I telephoned on the Tuesday morning to speak to the salesman. I was told he was not answering his phone but would be told to ring me. The following day I received a call from Emma. I explained the situation and was told yet again the car was off site and being prepped. I therefore arranged a test drive for Friday morning. On arriving at the showroom the car was outside and i was far from impressed by the way the car was presented. The car had not been washed, the alloys were filthy, there was bird dirt (baked on) on the bonnet and cloth top and the front number plate was unstuck and hanging down. Inside there was grit on the carpet and items belonging to whoever was using the car were left in the interior. The overall impression was that the car had not been cleaned since before lockdown. Very little information was given about the operation of the car and at one point I had to park and consult the electronic handbook. On returning the car I asked a few questions and then reminded the salesperson that the car had been in lockdown for 3 months and was originally £30990 in February. I was a cash buyer with no part ex. I asked what the price would be and was told £30990....the price it had been since February. There was no attempt to negotiate, despite the fact other dealerships around the country are offering 69 plate Jan/Feb models with around 100 miles for £28-28.5k. I left, saying I would think things over. Now 5 days on i have not even been contacted by Cooper BMW. I was far from impressed with the whole experience and had Stratstone BMW had the car I want in stock, I would certainly return there for the treatment I have come to expect from BMW dealerships.

I would normally give a 5 but as coopers closed the doors without so much as a phone call or e mail while I was waiting for parts for a key worker vehicle!! Very disappointing. I totally understand this is a very difficult time but we all try to do our best to keep people and the country moving while taking the upmost care and safety precautions.

I received fantastic assistance and advise from Jamal. Even though I was an non-paying customer that had an issue with my minis audio he was still very willing to assist :-)

My M2 got recovered to Cooper Chelmsford, unfortunately may I add. Had to pay for something I had no control over at all.
Whilst driving my left side front window shattered to pieces flinging glass absolutely everywhere inside the car also leading to me receiving cuts. No evidence of a pebble or any other item striking the window to break it however just had to listen to them tell me that was the case and I have to pay over £550 for a new one, they probably gave me this astronomical price as they knew there was not much else I could do other than authorise the repair as I need the car for daily use.
BMW recovery arranged a courtesy car, however Cooper were only willing to allow me to use it until Sunday when my car would not be returned until late Monday/ Tuesday forcing me to take time off work.
Abysmal service, just felt like I was talking to a wall, was being told windows don't just break on their own do they?
Will definitely think twice before buying a BMW in future.

Beware of Cooper Croydon MINI/BMW.
Abysmally unprofessional. Serious management failings. Complete lack of accountability. Owners should be aware that BMW head office have no power to make Cooper Croydon act professionally.
I have never left a negative review for any business, but am writing to warn other Mini or BMW owners about the appalling service this branch regularly provides it's customers. I bought my car from another Cooper BMW branch this is not a comment on the sales side.
Unfortunately this is my most local branch, and every single time I have had any dealings with them there are multiple problems. If you read down the reviews and other review sites, rather than glancing just at the star ratings you will see there are many owners who have echoed similar experiences. Too many issues to list all here, but just based on the last service booking- not answering phones (sounds minor but after spending literally hours of my working day trying to find out what was happening it becomes a major inconvenience and costly as I'm self employed), being disconnected regularly, failure to call back, no-shows for car collections (despite calling them myself to remind them the night before which I only did as they had failed to turn up the previous time), service not being completed on the booked day, returning the car to the wrong address leaving me stuck at work waiting for it to be returned for hours then having to get a bus home (despite emailing and calling to remind them of the correct address). They did give me a 'surprise complementary' umbrella and branded key ring for model of car I don't own to say sorry. I raised an official complaint about the whole experience for the manager, Matthew Cullen, but he didn't respond. The icing on the cake - a few weeks later I was sent a £100 parking penalty notice, as my car had been parked illegally on private property - while Cooper Croydon had it in for the service. They did settle the penalty notice, but Matthew Cullen denied ever receiving my official complaint and said he would 'investigate' and come back to me within 'a couple of days'. That was over 10 months ago. Since then I have called, emailed several times and then escalated it to Mini/BMW head office. They in turn chased Matthew Cullen up multiple times, and escalated the complaint to the head of business at Cooper Croydon, David Jones, and then head office themselves chased that up multiple times. NO RESPONSE WHATSOEVER. BMW head office have repeatedly apologised for the appalling customer service from Cooper Croydon, but have told me ultimately they have no power to make Cooper Croydon accountable as they are a franchise. Not everyone at the branch is rude or unhelpful but I believe there is a serious issue with the management which filters down. A total refusal to respond to a customer's official complaint, multiple times, or to respond to BMW head office, sums it up. I'd strongly advise other owners to avoid this branch.

Coopers BMW Chelmsford, I had left deposit of £500 on BMW & and was in constant contact with the sales man, to see they re advertised the car again! & re sold it!!! NOT GOOD SERVICE AT ALL.

Mis selling takes on a whole new level at this company. Sold a service package with my new bmw x3 on a 3 for 2 basis. Car just coming out of 3 year warranty and had only 1 service and Coopers tell me that us that! Well it certainly is not and I am taking matter a lot lot further. Everything about this outfit is rotten to the core. Had the most appalling experience with servicing that you could not make up. AVoid COOPERS AT ALL COSTS!

Please be aware that the car you look at one day can and will go up the next day if there is nothing similar around.
And to top it off when you ask them to honour the price on the car you enquired about they will not do it.
Big showroom but lack of customer service, shame as the last car I bought was such a good experience

Genuinely the worst customer experience of my life at Cooper of Croydon (Inchcape PLC). The full list of failures is too long so I'll summarise:
- Purchased a used BMW (less than 18 months old)
- All fine up until I parted with my cash...then it quickly went downhill
- Noticed a transmission fault within a week of driving it
- Took the car in for repair. They told me they had done a transmission reset. Absolutely nothing had changed
- I asked for a refund or exchange. They said no, and that I was legally obliged to give them a second chance to repair the fault before they would consider this (this is completely untrue under the Consumer Right Act)
- I gave them that chance. After a few days, they told me they replaced a faulty component. Same problems persisted almost immediately.
- Asked again for a refund or exchange. They agreed to an exchange.
- Spent 2 weeks going back and forth with sales looking at different options. Agreed on one, which they promised to order for me.
- After agreeing this, was told a week later that they are no longer willing to replace the car and only willing to repair it (contrary to my statutory rights) with absolutely no explanation or apology
- All this on top of over 50 calls (they never pick up) and 30 emails (they never respond) to try and get it resolved

I've been forced to raise a legal dispute to get my money back.

Seriously, save your time, money and sanity and go somewhere else. It's not worth it.

INITIAL NOTE:
I tried to find BMW Coopers Croydon to post this review, but the search only came up with Copper BMW, so I hope another branch or all of Coppers do not get penalised for my review. This is aimed at the CROYDON branch

REVIEW:
Awful awful awful experience. Booked car in due to a Drivetrain issue, which happened to be an EGR recall.

I sent an e-mail to Harald Krüger (Global CEO of BMW), BMW UK Customer Services, and to Inchcape (the company who reply to some of these reviews), but I am unable to post the full complaint as well as their full replies, as there is a character limit on here

The upshot is:

- like other complaints: poor customer service and rude staff

- like other complaints: phone rings and rings and no-one picks up

- staff lie (yes, lie). This a lady called Mica. I wish I could post why this is but there is a character limit on this site

- branch manager (Matthew) is abrupt, rude and patronising. He defends the poor service by his staff

- had a heated exchange with the branch manager. he accused me of swearing to staff (I said "flipping rubbish service", for which they interpreted something else)

- manager told me never to go back to the branch (I have booked a new issue with another branch who were easy to get through to)

- staff told me not to believe the bad reviews on Google (that means all of you who are posting reviews are LIARS according to Coppers Croydon)

- you can easily see other customers’ paperwork lying on the desk. Their names, addresses and car make/model were visible. So I now know that Mr B [surname concealed for this review] was a customer at the branch; I could see where he lives and which car he drives. This is an obvious breach of Data Protection / GDPR, and I would be really concerned that my details are visible to other people

- car was not cleaned as they said it would be

- clearly most of the better reviews are from sales which is not a surprise because they are taking money from the customer

E-mail replies from BMW Customer Services:
- Nothing they can do about a branch's behaviour or their decisions except to address issues via training. Bit of a standard response
Extract: "...On this point I’ve raised your complaint officially here with BMW UK, I’ve also followed that up with the our BMW senior regional managers. Your complaint will be addressed internally in due course.
I’m unable to advise what actions will be taken, only to advise that we expect a high level of customer service which clearly hasn’t been provided in your visit."

E-mail replies from Inchcape:
Again, a standard response...
Extract: "...We have looked into the issues you have faced in our dealership here at head office and with the management team on site; we will be using your feedback to assess the training needs of our members of staff and to improve our future services...."

Poor response - waste for time e-mailing Inchcape to be honest

No doubt the owner or Inchcape will be replying to this review with probably a distorted version of events

Simply the best.

Having been used to a Primative BMW experience with my local dealership Lancaster BMW in Bury St Edmunds
Not aware of anything diffirent. A had heard a glowing referance for Cooper in Norwich from someone at my place of work,

My local Dealership Lancaster BMW is totally inept and failed in precuring a car for me from another autherised dealership a very poor show indeed

Needless to say they did what they could and in my opinion went way above and beyond to secure a BMW X1 that I had my eyes on,

I cannot recommend Cooper BMW Norwich highly enough,

In my own personal opinion they really are Simply the Best!

What has happened to Cooper BMW in Tunbridge Wells? It seems to me all they care about is sales, any after service or concern for their customers is non existent.
I purchased a part for my vehicle and was told it was easy to instal. It wasn’t. As I was still on the premises I asked the guy who told me it was easy to fit if anyone could help. He said no. I had to kick up a bit of a fuss and eventually he tried and it took him a long time and was clearly not easy! With all the comings and goings I left a very expensive pair of sunglasses in the showroom and they were stolen by the time I realised they were missing. My fault for leaving them behind BUT absolutely no support for helping me to investigate. No access to their CCTV and despite serving them with a Subject Access Request to see the CCTV data they have to this day (10 weeks on) not provided it. I have had to report them to the Data Commissioner. All the way through this process I have had nothing but rudeness and a huge couldn’t care less attitude. Just bought my new BMW from an alternative dealership. Their loss I guess. But I doubt they care very much.

I asked for an Air-con Service to be done and they sprayed oil/coolant on the front of my car in order to up-sell a new heat-exchanger costing £900 !!!!! Got it done elsewhere and it works 100% fine....... Bunch of crooks!!!!

Don't think because you are in BMW you are in safe hands, customer service is from Hell, the prices are extraordinary breathtaking, and my experience is simple: READ YOUR INVOICE BEFORE PAYING. please see prices again and again, and be sure the prices quoted BEFORE match your invoice or you are in for a nasty surprise, once you sign your service card you're DONE.
overcharged on the invoice, after 2 months chancing finally got refunded. something else on invoice i did request was charged and not refunded because i sign the card, PLEASE READ DOES SERVICE CARDS PEOPLE. don't trust anyone but your eyes.

My M4, which I bought from Cooper Thames Ditton, was booked in for an oil service. I called the afternoon before to confirm drop-off time and then at 6:40pm that evening I received the following poorly written text cancelling my appointment. No apology and no call from Cooper since to rebook....very poor...I certainly won’t reply....

good afternoon Mr Evansthis is BMW unfortunately due to technicalissues in the workshop we have to cancel your booking tomorrow we will rebook soonPlease do not reply

Called three times during the week to discuss a deal and booked an appointment for Saturday 13th April to test drive a year old 3 series touring YK18 PEM . Drove 50 miles to find out the vehicle was in for smart repair and couldn’t even view the car. Got offered a test drive in a 3 year old car as a comparison. The sales executive tried his hardest to be apologetic but it took the shine off the experience and expectations for buying a premium brand.

Stay well clear of this branch as soon as you’ve signed up and bought a vehicle they will have no interest in helping you if you have any problems, all they are interested in is taking more of your money and not actually solving the problem in hand.
They will lie and tell you anything terrible service!!

waiting for a week for a call back from the service manager concerning the safety recall and the charges they wish to make. very poor service

Excellent customer service in every respect. In particular, Mr Russell in the Parts Department could not have been more helpful and obliging. Highly recommend!