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ABOUT US COOPER CHELMSFORD.

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Head Of Business

Glen Berry

Head Of Business

Gavin Dulieu

New Car Sales Manager

Andrew Knighton

Used Car Sales Manager

Emma Cooper

New Car Retail Manager

Robert Newstead

New Car Retail Manager

Jeremy Allen

Used Car Retail Manager

Fraser Gray

Used Car Retail Manager

Matthew Hartwell

Aftersales Manager

Martin Ambrose

Parts Manager

Tony Burke

Local Business Development Manager

Dawn Readings

Reception Manager

Jessica Hollidge

Receptionist

Abigail Copeland

Receptionist

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

Problem was fixed however the problem occurred after car had end of warranty health check.

Service

Easy to book, friendly efficient service

Service

Did the job as expected

Service

It was easy to book our vehicle in for M.O.T and the service was friendly and efficient.

Service

Helpful staff and quick turnaround

Service

I was told the service would take around 1 hour. It was closer to 3. The service agent explained that it was an estimated time that could be confirmed till my key was read. This was not explained on the phone

Service

SInce have the service completed, the Ad blue light has come one saying that it needs to be refilled, i would of thought this would have been part of the service...... This is less than 2 weeks after the service has taken place.

Service

The service desk fell far short of what would be expected with messages not being passed on and in the last two visits my car has not been washed despite confirmations that it had been on my invoice. The actual work carried out was ok.

Service

The staff were very helpful and friendly

Service

not enough room to say why

Service

Only issue should have had free sat nav update available, was told I had to open the BMW connected app on my phone and I would have to do it from there but could not find anything about a free update so have now missed out.

Service

Phrases like 'aiming to get the car ready for 5.30' at about 4pm and 'we close at 6' do not inspire confidence

Service

Dealership is always professional and friendly.

Service

The simple parts ie resetting the service light seem to be the difficult part of the visit, invoice in the correct name ? And leaving your personal settings alone

Service

From booking too collecting, keeping me informed and returning the car I couldn't fault the service in any way

Service

A loan car was provided and under the circumstances I would have expected nothing else. Work was carried out but there had been no communicAtion between the sales and servicing department this added to my frustration and reflects badly on BMW.

Service

Although my courtesy car was cancelled by BMW a few days before, I was offered other arrangements to get me home and the lady phoning me was very apologetic. Hence the scoring is not higher

Service

Car was booked in for 2 small jobs. On collection after dealer said car was ready, I found that one of the jobs had not been done. Car was also not washed.

Service

I know some of the staff by name and they are always cheerful and welcoming. My car feels looked after and they give personal touch to any interaction with me.

Service

As above, very poor customer service.

Service

Same as above on the day the car was returned I had to call four times to get a response.

Service

Service is 5 star !

Service

Car damaged whilst in for a service. Still having to chase them 7 weeks later to try and get the damage they caused repair. Very rude staff especially the manager. Very poor representation for BMW

Service

Great Service

Service

The Loan car on collection was filthy, is stank of smoke. I wasn,t notofied at all whether was my car was ready for collection, and only after I rang at 4pm after droping the car off at 8am I was notified its service was just about the be started.

Service

My car was left with BMW for three days for a software update which was unsuccessful. I needed my car and so was unable to leave it at the dealership any longer at the time.

Service

They handled my issue very professionally keeping me fully informed at every step

Service

We were met at the door and immediately had the arrangements explained to us. We were rung as soon as the car was ready and the paperwork was waiting for us when we arrived.

Service

Very good service experience. Plenty of updates by text to keep me informed of progress. Can not think of anything that could have been done better.

Service

Rang 18/2/19 to book repair to faulty dash cam. First avail. with courtesy car 21/3/19 was contacted 18.10pm on 20/3/19 & informed no car avail. Re-booked 1/4/19. Took car in & no dash cams in stock, nearly 2 weeks later still waiting to hear !!

Service

I got told that they would asses the car in 48 hours which sounded like their internal T&C -- As a customer I wanted to hear you are looking at this straight away. It turns out it was a big job, my car is new and 6 months old

Service

The red service indicator was showing as soon as I took charge of the car so I presume the key wasn't recalibrated and will entail me returning to the dealership.

Service

The way the work was carried out so quick .

Service

Good service. Reason not giving 5 out of 5 is relative long wait in dealership.

Service

Had to wait to check the car in and waited to collect the car

Service

Under guarantee no courtesy vehicle available for 6 weeks. Own arrangements to deliver and collect vehicle not attended to as no mechanic available with the approp experience. 2nd visit recd annoying call to say vehicle might not be ready during pm.

Service

Always a pleasure to deal with the most helpful members of the staff

Service

Kept informed

Service

As I said all ways get good service

Service

The memory on my seat and wing mirrors was lost . My USB stick was left unplugged and I can't put it in when I am driving. Little niggles I know but it would be good to avoid them in future.

Service

Everything went to plan and I was well looked after by Livvy throughout.

Service

Quick and efficient service, including a car wash!

Service

It was nice to be updated by text as sometimes you are kept in the dark about whether the car has been worked on. Previous experience with a different garage proved difficult to get to speak to someone by phone so the text messaging was good

Service

Generally happy with the service provided

Service

I was satisfied

Service

Good communication with me. Efficient and effective service carried out.

Service

Already stated above. In addition, I have doubts about how well the service was conducted. How can a technician measure tyre pressure and inadvertently deflate it without noticing? Car scratched during cleaning

Service

every thing done in time

Service

This is the 3rd response I have given, pity you don't spend as much time on getting your levels of service right.

Service

Excellent service from all concerned

Service

Very

Service

waited around quite a bit to collect my car

Service

Told that a feature of the car which is not functioning correctly was normal behaviour. Have had to take time out of my working week to attend the dealership in person and demonstrate the issues to get some action taken.

Service

Professional and courteous service

Service

Generally OK, but occasionally slightly erratic in some respects

Service

told how busy they were and they were contracted into having to do emergency call outs even if too busy to cope and no tyres in stock

Service

No issues experienced

Service

Fixed the problem on one thing and created problems on another! Was told it can't be done, we put a man on the moon and you can't fix my key problem! Really!!!! Also didn't like the attitude of the service FOH.

Service

You did everything required of the service I asked for and valeted the car

Service

I find the service desk people rude

Service

Lack of communication, no offer of loan vehicle until I pushed for it. Repair not complete. No puncher repair, no cost for the panelling. Car wasn't cleaned. Had to spend my own money on taxi's and hire car.

Service

Availability was very poor - and as for getting car collected or services in a Saturday you need to book months in advance. Actually getting car booked in on the day seemed to be reserved for mates. No one mentioned I was low on adblue!!!

Service

Very slow service. Problems with iDriver have not been solved. Reception was not helpful. No answer when the new part will be ordered and when the problem will be solved although we called the center many times after we got the unpaired care back.

Service

after the service on my x4 I was informed that my rear break pads were very worn,but still driveable.took car to my local garage who said rear pads did not need changing,there was plenty of life left in them??????

Service

I have emailed my complaint to BMW Chelmsford and been told my email would be passed to the manager. I have heard nothing back a week later. Poor service backed up by a poor response to a complaint.

Service

See above plus informative video from service technician. My warranty work completed without any hassle.

Service

Fault sourced and repaired

Service

From booking the car in to picking it up it was totally seamless service very professional and helpful

Service

Car returned dirty. Settings changed. Radio tuned to radio 1 and volume high. Hybrid battery depleted, but it was 100% when it was delivered. They had no idea I was turning up at 8am. Hire car not available until 10am. The list goes on.

Service

Helpful service adviser

Service

Car smells badly of eggs. 7 months old and not resolved. Smell covered up with some sort of smelly fresh air thing.!!

Service

Had to ring on number of occasions as person never returned my call and were always busy or 'on the phone' to someone whenever I rang.

Service

Wrong car given to me on collection, not very clean. Too busy trying to impress than knowing customers

Service

My vehicle is 3 years old. At the end of January received a reminder about an MOT and offering a warranty check. I received a call about this around that time (Tel 033040041270) and the caller said they would book my car in on 19th Feb. contd below

Service

Car was collected and returned. We were kept informed with progress all the way

Service

Unfortunately the service memory was not reset. Rang on a number of days but no one returned my call. Eventually had to take it in myself today. Internal communication problem it seems

Service

Good service received

Service

If you want the answer please contact me to discuss my experience. 4 months to get 2 wheels repaired.

Service

The service work is seemingly OK, but the staff are mostly professional rather than friendly or helpful. Wait times to drop off and collect are unacceptable - nearly a 20 minute wait when collecting.

Service

Poor communication and a lack of effort to address and fix the problems. Perhaps this is partly BMWs issue as well - but I don't get to see that.

Service

Good, fast service

Service

I dont understand why i was given all different quotes for my first service. 1st call told £299 When booked quoted £303 On the day was told £271

Service

everything went as arranged, staff all really helpful

Service

The car was being tested for an above normal level of condensation in the headlights. It was meant to be washed and cleaned too but was not. Given that form stated it was washed, I now wonder if the condensate problem was really, thoroughly checked?

Service

My previous experiences weren't great however this time round it was a lot better experience and was very satisfied.

Service

Car in for 3 days for rounding service and minor body shop repair!!

Service

Again quite simple, during the last 9 months of owning vehicle it's had to be returned 4 times to have faults addressed and repaired. Each time I've been provided with poor information and very little pro active genuine assistance.

Service

Reported a whining gearbox. Simply sent the car back having done an oil change service. I had to ask them about the gearbox and they told me the can't hear the problem. So I still have a car with a whining gearbox and no idea if it's a big problem

Service

At the time of purchasing I was satisfied going through And building the car for my purpose

Sales

Nice and open dealership with a great handover position

Sales

Emma and Charlie were fantastic, they have really looked after me throughout the whole experience, I would recommend both of them to anyone

Sales

James and Emma were really helpful and made a helped make a painful situation a little less stressful. When my car was delayed they provided me with a demo car so that I wasn't left without a car and were very friendly. Brilliant customer service.

Sales

Everything ran smoothly

Sales

Although the delivery of my car was delayed, both James Reed and Emma Cooper kept me fully informed and of the delays and provided me with a loan car in the interim, the service from both James and Emma was first class

Sales

I was more than satisfied with the purchase and delivery of my car, it did take a bit of time but was kept up to date weekly.

Sales

The ease of choosing the car we wanted during our time spent at the dealership

Sales

Other manufacturers do a bit more for their customers who buy new vehicles

Sales

The experience was good from the curtesy car provided to the buying and handover experience

Sales

A very good friendly and helpful service

Sales

The outlet had the exact car to test drive that we were interested in. Charlie was very knowledgable on the product and especially patient while we picked colour & options as we were undecided at first.

Sales

See first response. I did not have audible rear sensors as were on previous vehicle. As a result I have had to pay to have them added since taking possession of new car.

Sales

I've given five stars because my sales exec Craig lane was a excellent car sales exec and I had some very good help from Ross white I found both gentlemen to be excellent with me and a credit to Bmw cooper Chelmsford .

Sales

Asked lots of questions, all answered fully. No negatives.

Sales

Sales rep Justin was excellent with his manner and delivery

Sales

I've used this dealer for 10 years and will struggle they have set a high standard and I'm always pleased with the service received either when buying or when servicing. Justin Brown in sales was outstanding & Emma Cooper in finance was efficient

Sales

We were very well looked after. Justin Brown made everything very easy and straightforward.

Sales

Again very satisfied with service given by sales team, this was a easy and straight forward process but believe bmw could have handle the hold on the vechile better, It would be nice to be offered some sort of compensation for the delay and stress