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Leave a review for Cooper BMW Durham
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"Credit where it's due."
4 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

In forty years of car ownership I have had my share of stressful and unpleasant experiences with dealerships and garages so it is with large measure of relief that I declare that my dealings with Cooper BMW Durham have all had satisfying outcomes. Credit where it is due: The Sales and the Servicing personnel I have dealt with at Durham have all acted rationally, reasonably and helpfully and they have all treated me patiently and considerately. I hope I can build a lasting relationship with this establishment. Detail of my three experiences to date are as follows:- (1) October 2020 - First service of my BMW i3s, necessary to maintain the vehicle warranty: Covid-safe measures evident and practiced in customer facing areas. I made representations to the Service Manager because I felt the BMW "intelligent service" mandates did not adequately consider the low mileage and light use my car has driven. The Service Manager interceded with BMW UK on my behalf and a sensible accommodation was reached. The servicing work, so far as I can tell, was performed with appropriate care for my vehicle which was returned to me in the same, pristine, condition as it was presented. The cost wasn’t cheap but within limits I think tolerable, given the investments, operating costs and financial overheads that I imagine an official BMW dealership must bear. (2) October 2020 - Technical enquiries: I took the opportunity of the service visit to ask some engineering technicalities about the i3 vehicle. I was invited to speak with a Senior Electrical Technician and I felt re-assured about his competence and - in my view equally important - his interest in his work. (3) June 2019 - Car purchase: I consulted Cooper BMW Durham's "i-Sales Specialist" about borrowing the dealership's i3s demonstrator vehicle. I was up-front about explaining that I had my eye on an i3s that was actually for sale in another Cooper dealership, nevertheless the Durham Sales Executive was extremely helpful. He promptly arranged my loan of the demonstrator and expressed a genuine interest in hearing how my prospective sale went. Ultimately I was deterred from purchasing by the aloof attitude of the lady Sales Manager at the other Cooper branch who seemed totally disinterested in selling the car to me ("it’s a bargain, take it or leave it" was her attitude). I related this to the Durham i-Sales Specialist. "Give me a day" he said. 24 hours later the modest extras and particular delivery arrangements that had been declared "impossible" by the Sales Manager of the other branch (I hadn't haggled about the car's price, which made her attitude more incomprehensible to me) were all, miraculously, do-able! I remain grateful to the former Durham Cooper i-Sales Specialist (he has since moved-on from Durham). Without his involvement I would not have bought the i3s and I would not have experienced what a remarkable vehicle it is. I feel truly privileged to own it and it continues to delight me. In many respects I consider it superior to any ICE (internal combustion engine) vehicle I have ever driven, from ‘hot-hatches’ to ‘executive cruisers’; I understand why Sandy Munro (reverse engineering specialist) described it, in 2015, as "the most advanced vehicle on the planet"!

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"Shockingly Poor Customer Service"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

I made an appointment to test drive a £32k Bmw which i was not impressed with however i did show an interest in another model which was advertised at cooper Bmw Teeside. My husband had seen it the previous week. Durham wanted the sale and said they would process the paperwork. We paid a deposit and agreed collection the following friday. No further paperwork arrived by email to transfer funds. I decided to call at the teeside dealership saw the car in a compound as it had clearly had a bump. Rang Durham immediatley and assured they would come back to me with damage details, repair and collection not to mention the missing paperwork. Now 6 days later and still no detail. Made calls to Richard Skinner and John Curry head of teeside. No return calls. About to cancel sale and demand refund. DO NOT TOUCH THIS DEALERSHIP! AN ABSOLUTE SHAMBLES!!!!

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+2 Found this review helpful
"brill"
4.2 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

i bougt abmw x4 for 4000 pounds brand new! witch i thought was a great deal i havent found any problems with it and ive had it for 2 years!

"Questionnable business ethics"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

I handed this letter of complaint to the service department, addressed to the Business Manager, Richard Skinner and was assured he would get in touch to address my concerns. I've heard nothing, which just goes to show what a lousy, poorly-managed company this is, and that you had best avoid them at all costs. Customer care is NOT their priority. 17th June 2020 I wish to complain about the poor service that I received from the dealership when I brought my car in for some work. I had requested a diagnostics check, an oil service, and an MOT, in that order. The car is a 2006 M3 convertible mode. The reason for the diagnostics check was that the DSC light intermittently illuminated on the dash, in orange, suggesting that the fault was not with the ABS braking itself, but more that the sensor was faulty. I brought the car into the dealership at 09.00 on 16th June and left it there for the day. I received a phone call at 16.42 that day to advise that following the diagnostics test the mechanic was advising that the ABS sensors be replaced or else the car would fail its MOT test. During the call, I established the cost of the 2 sensors was going to be around £500, plus labour, plus I would require a brake fluid change. I was told that the order had to be placed for the sensors within ten minutes or else the spare parts distributor would have closed. Quite aside from the astronomical price for the sensors, and the whole issue about electronics failing in a car that has done just 60,000 miles, what I do feel strongly about is that the dealership should have called me as soon as the diagnostics were performed, along with the accompanying fault codes. Assumedly, since my car was one of the first booked in, that call should have been in the morning, and that would have given me time to consider my options. As it was, I had 10 minutes to agree to the work or not. Clearly, the MOT had not been carried out, and it is debatable whether the oil service had been done, meaning that the car had been with you for seven hours without anything done to it. Had the phone call been earlier in the morning, I would not have needed to leave my car unnecessarily for a second day at the dealership. I might even have considered tracking down a cheaper solution. To be fair to Wendy, she was able to obtain a discount on the sensors for me after I protested at the cost, along with a reduced labour charge. However, I do have the feeling that that the whole aim of calling me so late was to enable the dealership to secure the job of replacing the sensors, and in this I feel that I have been ripped off. What also hurts is that in performing the job of bleeding the brake fluid, the mechanic managed to sheer off one of the retaining nipples. When I queried today whether it would need a replacement, Wendy enquired if I should like her to obtain a price for me. Frankly, I am astounded. You have a duty of care to look after any vehicle that is submitted for service yet should your mechanic break anything then the dealership absolves itself from replacing the broken item. I have no idea of the cost involved here, but I do expect the dealership to pay for a replacement when I choose to have it replaced, whether at your dealership or elsewhere. I will settle the bill when I pick up the car later today, but I do so under protest. It has been my first visit to Cooper BMW in Durham and it will be my last. I bought my car new from Mill BMW, and was very satisfied with the work they did. I then tended to use Lloyd BMW in Newcastle, but since they were closed at the time of booking due to covid, I chose to visit Durham. I am not happy, and this will be reflected in my online reviews about the dealership. UQ I did in fact leave a poor review on the company website, but unsurprisingly it has been removed.

"Highway Robbery"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Dick Turpin had the decency to wear a mask - absolute daylight robbery and atrocious customer service. In a nutshell my engine management light came on, suggesting my 1 series had a problem with a brake sensor. I took it to a local garage who reset it after a diagnostic for £30 and advised they could not find anything majorly wrong with it. The light came back on so to err on the side of caution, I foolishly booked it into BMW at Belmont for a 'diagnostic, wash and valet'. All for the 'bargain' price of £99.00. When dropping off the vehicle an attempt was made to coerce me into getting the AC checked and the refrigerant gas changed. Fortunately as I'm a trained AC engineer, I knew that what I was being told was basically untrue and basically a ploy the staff have been told to mention to customers in order to con more money out of them. Thankfully I declined. At this point alarm bells started ringing. I had to chase the dealership on the afternoon after dropping off the vehicle at 8.30am as no one bothered to phone and tell me what was going on - only to be told they needed to keep the car as they could not find what the fault was. I agreed but said I needed it back asap as I need it for work. The next day I still ended up chasing them again, as no one even attempted to phone me to keep me informed. I received a 'video' of the 'free vehicle health check' via email, which was basically a mechanic walking around the car with a phone, mumbling something unintelligible which could not be heard over the white noise from the garage in the background. Not helpful in the slightest. I then received a phone call mid afternoon (after chasing them) where i was advised it 'might' need a new vacuum pump and sensor, and all for the bargain price of £1029. I was gobsmacked. Not only that, but £550 was for LABOUR. Bearing in mind the BMW parts in question can be bought off the internet for £57.04 and £17.49 respectively, I fail to see how they can justify an uplift of nearly £955. I showed the estimate to my local garage who laughed and said they were 'taking the p*ss' and that under no circumstances should those parts and labour costs be anywhere near what they had quoted. I am now awaiting a revised estimate from them which I will be notifying BMW of when received. They won't give a damn, it's just to see what excuses they can come up with to justify trying to rob me blind. I suppose they make most of their profit by ripping off elderly, retired businessmen with more money than sense, but this business practice is quite frankly disgraceful. I will be reporting it to trading standards and referring to my brother, a small claims solicitor to try and get my £99 back as they have in effect, done nothing to my car. Even the free wash and valet resulted in my car being returned to me covered in orange paint or rust splashes. I am absolutely livid and disgusted with the whole sorry situation. So, if money is no object and you don't mind being robbed blind with estimates for work that is either vastly overpriced or not even required, then by all means use this dealership. Quite frankly it has made me want to sell my BMW and never buy another again. A horrendous experience and I genuinely feel sorry for anyone who takes their car there, as you will be ripped off left, right and centre. I bet the BBC could have a field day looking into this in rip off Britain or some other watchdog programme. I now await the standard cut and paste apology / response from the dealership which will have about as much sincerity as their trained rob dog mechanics.

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+4 Found this review helpful
"Blatant over selling and overcharging"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Only one star for Cooper BMW Durham as there is no negative option. Suspicions raised when new rear pads " needed " after 12000 miles but it got worse. Clever service pack makes you go back to get fleeced when you think you have peace if mind and no service bills. Starts with BMW recommends e.g. aircon change. Then this time needed front pads for mini checked ok 30000 miles is reasonable and expect a to pay a bit over the odds at a main dealer. The phone call comes yes you need brake pads but also discs. How muck £400 for the discs and £200 for the pads! £600 two or three times what might be reasonable. The most blatant thing though. You have a nail in a tyre and out "expert" says it can not be repaired as it would not pass an mot test. How much for a new tyre? £300 what? Took car to an actual tyre expert who repaired it and reset the sensor for £14 perfectly sound tyre which he would have replaced had it been needed for £125. If Dick Turpin were alive he could have just gone into mini servicing.

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+1 Found this review helpful
"Shamefull after sales attitude !"
1.2 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Shocking after-sales service at Cooper BMW Durhaam ! They have displayed ALL the integrity of a 70's back-street-cowboy company ! A total disgrace and BMW UK should be ashamed to have such a company as Cooper-Durham represent it's brand !

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+1 Found this review helpful
"Terrible service nothing but problems"
1.2 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

We purchased a vehicle from Cooper BMW Durham. The sales man we had knew little or nothing about the vehicles we asked about. He didn't read the emails we sent, he didn't return our calls in order to rectify problems we encountered. Only the intervention of BMW customer care were our problems dealt with. After the "health check" we were given one key and told the other was in the glove compartment when we got home the key did not work. We had been given a dud key. We also discovered the door panel on the drivers side was coming away from the door itself. Also the car was filthy and the drivers seat was badly scuffed. After our complaint to BMW we were eventually contacted to be told the key was at Durham. We went back to collect key and have vehicle issues rectified. We waited for 2 hours the sales man said he would see where they were up too and didn't come back - We then had to ask what was happening and were told 2 minutes later the car was in fact ready. If you with to by a BMW I strongly advise you not to visit Cooper Durham, there is no after sales service at all .

"STAN"
1.6 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Can only speak for the used sales side of the business but not to be trusted, sales manger just tells a pack of lies to secure at a sale, don't know how many people have been effected but buyers BEWARE ............

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Dealership Information

Cooper BMW Durham is an Franchise dealership that is based in Durham. 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: Sells a variety of makes and models
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9 reviews1.8 out of 5 stars — Rated Poor
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    Address

    Cooper BMW Durham
    Belmont Industrial Estate Broomside Park
    Durham
    County Durham
    DH1 1HP

    Get in touch

    0191 383 7560
    https://www.cooperdurhambmw.co.uk/

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    Dealership Statistics

    22%
    Would recommend this dealer to family and friends
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