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9 reviews from our car dealer reviews community
Leave a review for Cooper Cobham BMW

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9 reviews from our car dealer reviews community

Leave a review for Cooper Cobham BMW
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"Can never get through on the phone"
1.4 out of 5 stars See
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Tried to call Cooper Cobham BMW 3 times and on hold for 10 mins each time. Can never get through to anyone

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+0 Found this review helpful
"Great customer service"
5 out of 5 stars See
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Great service by the team at Cooper Cobham BMW and fabulous customer interaction by the manager. Will definitely come back here again and again.

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"Horrible service. Customers don't matter"
1 out of 5 stars See
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What an awful experience with Cooper BMW Cobham. Oh my gosh, they just don't care if you're frustrated with their poor service. You get this feeling of being in a cheap happy meal restaurant. Avoid, avoid, avoid.

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+1 Found this review helpful
"Great Service"
5 out of 5 stars See
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Just collected my new car which is the 3rd I have purchased over the years from from BMW Cooper Cobham. This time was no exception to the excellent service I have always received. Maxine, Alex, Lee, Ben & Elliot all made sure I was getting the right car, the best deal and kept fully informed at all times. Nothing was too much trouble and always friendly with no pressure. Will be back again next time. I've also had all 3 cars serviced here and couldn't fault the service department either. Thank you.

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"Never again"
1.8 out of 5 stars See
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My car was booked in for a brake fluid change and MOT. After waiting half an hour to be seen I was told the loan car that was organised 2 months previously was not available but that someone could drop me home and then they would return my car to my home address later that day. I had no choice but to accept and be without a car all day because the MOT is due. At 5.30pm I hadn't heard from them so called and was told that it was "just being finished" and a driver would be returning the car shortly. At 7.30pm there was no sign of it and no answer on the dealership phone line. Its now 10pm and it has not been returned. There is a slogan on the dealership wall saying that they want customers to be "completely satisfied" - cancelling pre-booked loan cars and then not returning customers actual cars is probably not the best start. What they are very good at is sending you a 3 minute video of the underside of your car telling you about all sorts of things that could do with being replaced - in my case it was 2 front tyres, brake discs and brake wear sensors. Well its just passed its MOT so I think I will decline on that, but when the time comes to replace these items I will be taking the car elsewhere. That is, of course, if I ever get it back.

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"Avoid at all costs! They just don’t care"
1.2 out of 5 stars See
Dealer's knowledgeable
Vehicle cleanliness
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Resolving issues

BMW Cobham pride themselves on customer service but the reality is that their customer service couldn’t be worse if they tried! 6 weeks after agreeing to buy a 2 year old X3, and after the third time of being told it ‘was ready’, with all the agreed work carried out, the car was still not finished... The background is that 6 weeks ago we called a couple of times to make an enquiry about the car. No-one was available and no one returned our calls. I then sent through an internet enquiry and heard nothing! So I paid a deposit on the car via their internet portal in order to try and get someone to wake up and let us know what the next steps may be. Still nothing. Another week later I called Cooper Cobham and asked to speak to the manager. He explained that they hadn’t been aware of the above attempts at contact due to the internet portal system not properly syncing with their own. Fair enough I thought - just a glitch. Surely service from here would be as one would expect from a supposed premium brand. So after arranging an inspection on the car, & being told it was ready when we turned up to view it the car hadn’t even been cleaned!? How can you possibly tell what conditions car is in when it’s covered in mud and bird poo? & Despite repeated attempts to get this rectified, being apologised to, & told that they understood the service we had received ‘was unacceptable’ and wouldn’t happen again, they continue to amaze us in terms of the total lack of ability to communicate between themselves, with us the customer resulting in a total failure to rectify issues and ensure agreed work was carried out. We obviously complained and asked to speak to the manager. We were never called back! Second time around and a week later (after again having to chase the office) we were told it was ready they had actually bothered to wash it, but not made any attempt to fix the scratches, broken seat etc that they had agreed to fix. At this point we finally managed to get management involved and, once again, received assurances that the level of service we had received ‘was not acceptable’ and that if they were us they ‘wouldn’t be happy either!’ and that they would get everything finally fixed. Phew! Third time around..... we had an email saying all the ‘agreed work had been completed’ and after a visual inspection they were happy that the necessary repairs had been made. So, My family and I (who were all very excited) went to colllect the car with the full expectation that after everything we had been through the car would now be finished. After all one would expect, after our experience so far, that we would be provided with accurate information from sales/management. Guess what? It hadn't been finished! The manager then backtracked and said parts for the wheels were on order and they the seat would need to be fixed on another occasion. Clearly more incorrect truths. We were either being repeatedly lied to or just the unlucky recipients of total incompetence. It was then that it was suggested we ‘didn’t buy the car at all’ ‘as we clearly not happy with it’ which is the best advice we had been given by Inchape. The truth is that we wanted the car, but just wanted to be treated with respect and given honest updates about the cars status. Not repeatedly told the car was ready when it wasn’t. There seems to be a total lack of care and interest with regard to selling second hand cars and we can only assume the whole Cobham dealership is mismanaged due to the continued incorrect claims that agreed work had been done when it hadn’t. If this is the level of service you get when attempting to buy a used car I dread to think what the after sales service is like. We will be picking this up with BMW directly, not Inchcape/Cooper Cobham as suggested, given it seems that Inchcape/Cooper Cobham are the problem! Bmw should be concerned given the brand damage this sort of incompetence can have on its wider reputation. We have been left stressed out and hugely inconvenienced, not to mentioned slightly humiliated by this whole experience. Appalling. Avoid. Would give a negative rating if I could.

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+4 Found this review helpful
"Helpful and informative. Friendly staff."
4.8 out of 5 stars See
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Experience was great. Friendly and informative. Left happy and the team delivered as required.

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"Terrible service as usual "
1 out of 5 stars See
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Every single time I deal with BMW Cobham I have a bad experience. I have been left waiting today for almost 2 hours. No one has been able to keep me updates on the status of my car and no one seems to care that we have been waiting this long!

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+4 Found this review helpful
"Poor service & ridiculous prices"
1 out of 5 stars See
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Took the BMW car for MOT check- quote £4000 plus worth of work needed, everything down to windscreen wipers. Actual cost to repair essentials to pass MOT around £1600. Took it to another trusted garage and got the work done for £750. Customer service appalling, had to chase constantly and they never return calls. Do not use this garage.

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Dealership Information

Cooper Cobham BMW is an Franchise dealership that is based in Cobham. If you’re the owner or employee of this business, please send us a little bit of information about your dealership and why customers should come and visit.

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Manufacturers: BMW
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9 reviews2.5 out of 5 stars — Rated Poor
Excellent
3
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Poor
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Terrible
3

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Contact Information

Address

Cooper Cobham BMW
Portsmouth Road
Cobham
Surrey
KT11 1JA

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http://www.cooperbmw.co.uk

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Dealership Statistics

33%
Would recommend this dealer to family and friends
33%
Thought the dealer was knowledgeable and helpful
25%
Thought issues were resolved quickly and easily
0%
Percent of reviews responded to by this dealer

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