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

When car is going for service I’m sick know will be disappointed again: scratching (touch up fix), service with no resets comp, charge for brake pads don’t change them, next day trying to reset this for two hours before realising pads not been done, this happen only last time and car was less than year old, expect little more for service cost £850, waiting the see many not happy people like me have used Cooper BMW in Croydon:(

I purchased a BMW M-model from Cooper BMW Croydon around 2 months ago via their website. The salesman Josh Zarembski dealt with my sale and as the dealership was a few hundred miles away, it was decided that the vehicle would delivered. On delivery, I noticed that the car suffered from major bodywork damage. Examples were things like broken headlights, chunks missing out the tyres, paint chips the size of 10p coins etc. Now bear in mind, I have just bought this vehicle in FULL CASH, I was mortified. BMW claim to meticulously check each approved car, yet here I was with a car that was riddled with damage. Straight away I got onto the phone and they assured me that all would be sorted in due course. A few days later, they tried to book my car into various dealerships around me but had no luck. I offered to take it to a bodyshop near me but on their quotation, their refused. They explained the best way to go about this would be to have the car come back to them. I said, that's not a problem, as long as it's not a driven delivery because at the end of the day, I don't want another 1000 miles added on to the clock, when it was completely their fault. They accepted this and that it would be transported and if any mileage was incurred, I would be reimbursed. As planned my car was collected by some company and then to my horror, driven around and used as their personal car for the next few days. 5 days after the car had left me, it was then delivered to BMW. In between, I had to travel down to Wolverhampton because the tracking system was telling me that the vehicle was left abandoned in some industrial estate. After being on the road for 2 hours, I arrived to find my car parked on double yellows in some estate, despite being told it would be kept in a secure and locked facility by BMW. This was my dream car. Something I worked hard for. I called BMW straight away and sent them pictures. They said nothing could be done as it was a Saturday, but if anything did happen, the company would be liable. I said that's not the point, but returned home annoyed. A few days later the car was then returned to me to find that it was repaired by touch ups. The alloy was replaced with a used one and the tyre had uneven wear. I could drone on for longer but this is the service I recieved. To add to this, the manager DAVID JONES was meant to contact me throughout this whole process but has not done so. No reimbursement for the mileage or compensation for hassle has been offered. No explanation has been offered to why such major damage was missed on release of the vehicle or why my car was used and abandoned in an estate. To add to my horror, the vehicle was advertised as 1 previous owner, but the V5c arrived and showed it had 3 previous owners. Again no explanation offered. Now I am greeted with ignored calls and emails. Truly an outstanding 5 star company at taking your money and leaving you out of pocket.

My rear parking sensor was not working and I booked in my vehicle 2 weeks ago just before I was about to go on holiday. I called them on two occasions to confirm the date and to confirm the parking sensor would be in stock. The assured me both from the parts department and the service department saying that the associated parts had all been ordered and there was nothing to worry about, just to bring the car in. So taking a day off work, I took the car and arranged a lift back as they said it would need to be there all day. After taking the key, they realised that no one had ordered the parts and there was nothing they could do about it. When I asked to speak the manager, he came out and simply said mistakes happen innit. This is a BMW dealer and this is 2019. Absolute shoddy service skills from Cooper BMW Croydon.

Booked to view and test drive car with sales department, spoke with them before leaving home and half way there to avoid wasted trip. Drove over 2 hours to find salesman had sold it to someone else who had just walked in.