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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.

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

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

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

Good service received

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

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

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

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

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

everything went as arranged, staff all really helpful

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

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

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

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

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

Service

The car was returned uncleaned and had to be returned the next day.

Service

Good service and first class attention.

Service

The problem identified appears to have been satisfactorily resolved - under warranty

Service

Initial problem was rectified by very helpful customer service team.

Service

Complete disregard to succeed a solution or solve problems with car. Further, not returning calls at any time.

Service

Again I was kept up to date and the car was ready for collection ahead of time.

Service

Had to wait for about 15 minutes before anyone saw me.

Service

Communication between front desk and service department non existent

Service

I was very satisfied with the service on the day, however actually arranging the appointment was not good, I would prefer to deal with the dealership direct and not a centralised call centre who have no knowledge or feeling for the customer journey.

Service

appalling, I was told by receptionist who asked a manager that due to them being busy my warranty check was not important and if I wanted to leave I could. They kindly pointed out any issues after warranty end date would have to be met by me.

Service

1. You wrote to me (Mr Emery) when its my wifes car and your records should show that. 2. You have mis-spelt my name (Emerey) despite the fact I've had both BMWs and Minis serviced with you.

Service

Lovely friendly team who kept me up to date on progress.

Service

It's all centrally dictated by the on-board systems and I don't know exactly what's been done. The car felt like it needed a good service but because the system was saying

Service

Excellent service from cooper on the day but there was a long wait from when service was booked to a slot being available.

Service

Had to wait some time to be seen no courtesy bus available

Service

Friendly service advisors

Service

Service completed within time given

Service

Immensely helpful as always. Prompt service friendly staff.

Service

Car picked up and delivered on time. Kept up to date via text on service progress.

Service

Always efficient and good customer service

Service

See above reference timing delay. Also took two days to rectify for what i understand is a fairly simple thing to do.

Service

Too much to express in the 250 characters available.

Service

Friendly service, efficient and a decent courtesy car provided!

Service

Everything was completed on time and all went smoothly

Service

Fairly satasified, would of preferred more of an option when requesting a hire car.

Service

Double standards when it comes to MOT.

Service

Did all I needed

Service

Poor communication with me and trying to avoid giving honest answers. Poor communication between spares department and service. No attempt to make things better i.e. offer of loan car or collection/delivery.

Service

I was happy with the technicalities of the service but kincurring a £300 bill after only 1200 miles was unexpected. I knew the service was required but on a brand new quality car was it really necessary? During purchase this was never made clear.

Service

Car was not cleaned.

Service

As always, front desk staff are great, and this time the service and fitting of winter tyres and wheels took predicted time. On other occasions, it seems scheduling of work through day has been less than perfect resulting in the need for 2nd day.

Service

all went well

Service

I have been with BMW a long time and stay with BMW partly due to after sales service

Service

Cooper Chelmsford are fairly good but I have a criticism or 2 every time I visit.

Service

Staff very helpful

Service

Staff Couldn't have been more helpful

Service

Part of the service was an up date of the sat nav system, your system failed, so I now have to waste another day bringing the car in.

Service

Please see above comments.

Service

Work carried out on time and final bill as quoted.

Service

Despite booking an update for my satnav it wasn't available, even though my booking was made way in advance. Also, I was informed the update would be a lot more expensive than I had been advised when booking. I have yet to receive the umbrella either

Service

I generally get very good service at Cooper, the only thing I do not like is the service booking system

Service

Always attentive service.The only on going complaint that I and other customers have had is the lack of heating in the reception/waiting areas. New heating promised for years! Never happens!Salesmen/reception staff have to wear overcoats. Not good!

Service

Assuming you mean the care service this was very good

Service

the whole process was great booking of service the day of service i was welcomed offered coffee car went in straight away it was ready on time service valet was a great standard

Service

I have lived my worst service experience at Cooper Chelmsford. Next time I will take my car to Romford BMW.

Service

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

Sales

Craig Lane really looked after us

Sales

communication was not so good and a protracted wait

Sales

Good help from salesman and finance guy

Sales

Martin was excellent from start to finish. Knew the product well and helped sculpt the product we wanted. The management also got involved and made every effort to help convert a test drive to a sale

Sales

Didn’t realise the seats had no extension for thigh support,as our previous x3 had; wasn’t advised about this.

Sales

Staff and management really keen to help

Sales

Justin was very professional and friendly from start to finish.