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Cooper BMW Sunderland get one star for how they sold the car - but from the time of receiving my money - things went down hill! I saw my car on-line, called and asked on the availability and the condition and was advised it was very good. This dealer is in Sunderland and I live just south of Peterborough so took there word as didn't want to waste a journey when I'd test driven this model locally, what could go wrong buying from BMW I thought! Due to the distance the saleman Simon Telford offered to deliver the car to secure the sale which I agreed and paid the deposit. Simon called to say the car was back in as it was a demonstrator (didn't say that in the advert on Autotrader!) but he needed to get an alloy repaired which would take 4 days so could delivery on the 31st May to get his sale in before the end of the month! I agreed and made the full payment on receipt of there invoice. Thursday came and I called late morning to check on the ETA of delivery - the wheels were not in yet I was advised. Early afternoon I got a call back; apparently " the wheel had been delivered with a paint run and they had rejected it, so could now not deliver". This was school holidays so the family had wasted a day spent at home - frustrating! Simon offered to put this right and deliver to me Saturday morning, he said he would leave at 7am and arrive at 10.30 (not great as needed to cancel a kids event that was arranged, but agreed) No communication from BWM to confirm the delivery on Friday, so assumed all in order. I called Simon at 10.45 Saturday morning to ask where he was only to be told no-one had arrived at 7am to open up as planned and he only left at 8.20am and was now running 1.5hrs late (darn, if we'd have known that at 8am we could have taken our kids to the event after all!) 12.45 I called Simon to ask where he was - stuck in traffic 60 miles away not moving! He called at 1.10pm to advise he was clear and would arrive at 2.10pm but would try and get there sooner than his sat nave was predicting and confirmed he would fuel up (which was in our agreement). He finally arrived at 2.17pm, having forgotten to fuel up and advising a stone had just chipped the windscreen - apologising he said he would sort next week. Sadly I had missed most of my 10wk old daughters first time in a swimming pool that had been long arranged for that afternoon due to the delayed arrival. Whilst frustrated I accepted that Simon would sort this the week following. Due to my need to get to the swimming pool i didnt do a walk around, i trusted BMW, however when I got in to drive it I found that the mileage was 11850 when it had been advertised at 8172!! Then when I was fuelling the car I noticed 2x 10cm scratches on the boot near the filler cap!! Disappointingly again I needed to chase contact from them with no solution bring given. All I was told was things that they could do - never what they had done! I was also missing the Private Plates that Simon had offered to have made up to replace mine from my old car (11th June I am still waiting for them) Friday 8th Simon passed me on to a Michael Bowman BMW Retail Manager and he basically replied to say - I needed to sort the problems myself - they would pay £65 for fuel, put the windscreen through my insurer and they would pay £25 admin, the delays in delivery these things happen. I was shocked by the lack of service and contempt! I rejected the offer and asked to speak on Monday 11th, to his credit he called at 8.30am, however he didn't want to listen, talking over me until I got upset by this and asked him to stop and listen - he advised he would need to pass it to a different manager Tim Bowman Used Car Sales Manager. He's basically dismissed me as well. He has emailed to say "the chip is within BMW Approved Used tolerance" so sort with my insurer "You can take your car to a local BMW dealer and have them contact me as to doing a SMART repair to the scratch" so again I have to be inconvenienced and pay for the fuel to take my car to be assessed and then back in to be repaired, he's finally agreed to pay "£45 per 1000 miles" for the increase in mileage on the car, his answer regarding all my wasted time waiting and back and forth to get this corrected "We will not be sending money as compensation" I bought BMW for the service and comfort of knowing I would be dealt with correctly. I am now left feeling sour and bitter by the whole event.
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Deals in: Cars
Cooper Sunderland BMW
Tyne And Wear
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