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ABOUT US COOPER CHELMSFORD.

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Head Of Business

Glen Berry

Head Of Business

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.

Always helpful.

Service

.

Service

As above, I will say slightly surprised as usually am very pleased.

Service

As above

Service

Very poor service if I wanted a loan would have to wait over 3 weeks ! then told it's all done Full service in under 40 min ! did they actually do anything ?

Service

Very satisfied as Laura kept me updated regularly of all progress.

Service

Work was completed on time, which was important as I was waiting

Service

Acknowledged on arrival, dealt with promptly and car ready as discussed / required. Nothing more needed !

Service

The experience was below the normal standard I expect from a BMW dealership 1. There was no customer parking available 2. The showroom/service area was uninviting 3 I found the staff distracted and not customer focused. 4 waited approximately 30

Service

I thought I had booked an oil change and a map update but they only had the oil change recorded.

Service

The service from the staff involved was excellent. I had pre-arranged to have my winter wheels /tyres changes a month in advance and when I arrived they were not at the service centre. I therefore had a wasted journey. The car was then collected

Service

Courteous and friendly service

Service

See above

Service

Service advisor was not smiling. Did not care for the fact I requested a bigger loan car even though I was told I was going to be given one

Service

Sales team good. Service team poor

Service

Staff knowledgeable and helpful

Service

Laura kept me up to date what was happening to my car, and finally I got someone to look into the persistent coolant leak from the intercooler expansion tank. Laura's efforts made me feel like a valued customer, and I appreciate that a lot.

Service

New set of tyres purchased recently. Off side rear developed leak. Valve needed replacement also sensor.

Service

You did was was required, No problems

Service

The list is too long... but if it is of real value to BMW then I'd be happy for someone to call so I can share my experiences

Service

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

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

Easy to book, friendly efficient service

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Service

The way the work was carried out so quick .

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

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

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

Kept informed

Service

As I said all ways get good service

Service

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

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

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

I was satisfied

Service

Generally happy with the service provided

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

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

Service

every thing done in time

Service

Very

Service

Excellent service from all concerned

Service

James Reed our salesman was extremely helpful and had great product knowledge.

Sales

From start to finish, nothing was too much trouble, no sales pressure and once we had placed our order we were kept updated until we took delivery.

Sales

The sales man Justin Brown was an outstanding persons , friendly and professional, wad my pleasure to deal with him

Sales

Good service, clear and concise at all times and open and honest with deal given.

Sales

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

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

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

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

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

A very good friendly and helpful service

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.