I was sold an approved used X5 in April 2021, within a few hours of collection due to being a distant sale, I raised concerns for the drivers side seat being ripped and slam panel being heavily corroded. The sales rep advised that I could return the car for them to be resolved however this journey was in excess of 300 miles and a tank of fuel and a day or two worth of time so I expressed my thoughts on not doing this so they advised to get some quotes for repairs, they agreed to the repair of the seat then later retracted the offer to resolve the slam panel issue. I got the seat repaired and they took over 6 weeks to reimburse for it, they also over charged for road fund (£275 instead of £210) and forgot to handover the BMW protect products and locking wheel nut again these took weeks to be sent. Within 2 weeks of ownership the car starts to display ad-blue incorrect fluid, I called the sales rep and he advised that it was possibly a software issue and as it was a amber light not an urgent attention was required, so about 16 weeks into ownership I take it to my local dealer due to a judder and also this adblue error, to be advised the adblue tank is full of water and at a cost of £124 they'd need to drain and refill, I advised I wasn't paying this and contacted Vertu to which they offered to cover that cost, within this call to the dealership they replaced front lower tension arms under warranty which was apparent cause of judder... Car returned, judder still exists, booked back in and they replace a drive shaft this time, adblue error returns again and windscreen is leaking when raining or washing windscreen. I am passing Sunderland on a trip so I drop the car off, to be told by a service lady that they need the car with the error on, (the photo album of the error won't do) and I need to drive to the nearest dealership once the light comes on. I advised that said local dealership had advised returning to supplying dealer due to endless issues and she kept to her word of no, you need to go to a local dealer when light is on... Sales manager gets involved and I get given a loan car for a week, advised adblue control unit replaced and sensor and windscreen rebonded.. great hopefully the end of the issues! Nope, windscreen still leaks. They're terrible for returning calls when you call in & you can never get through when calling to the sales rep you were previously dealing with so requires lots of chasing to get any sort of outcome.

Used this dealership before customer service let it down gave it another chance booked an appointment for me and my partner on 22/08/20 to view 2 car's my details had been taken down incorrectly so had know contact my partner manage to test drive car she was interested in I didn't spoke briefly to sales person after leg garage she he would rings us back in 10 minutes still no call,sent an email to him today still waiting for a reply. In my opinion customer service hasn't improved I'm very disappointed

I purchased my car in Dec’19. It was delivered to my home address with no second key! I contacted sales advisor Gary T. and requested 2nd key to be provided asap. I also reported 2 scratches on the front window. It’s nearly 6 wks as I got my car and I am still chasing the second key! still no news about fixing the front window. I even cc: Simon F. to my emails who is the team manager however it seems that even management provides poor customer service. They were very approachable to make a quick sale of the car however the after sale support is really bad. Very disappointing!

I bought a BMW 430d from Cooper BMW Sunderland at the end of October. I purchased it online, based upon a picture as I didn't live local. The sales person was quick to take my money to get the sales in before the end of the month, and the car was delivered within 2 days of payment. When the car arrived the first thing I noticed is that they'd supplied the wrong wheels, not as advertised. The sales person wasn't immediately available so I told the driver that I'd keep the car and ask the dealership to change the wheels at another Cooper dealership closer to where I live. The sales person acknowledged the mistake straight away and referred the issue to their manager. The message came back that the 'bmw factory' had made a mistake and the dealership wouldn't rectify the error until BMW did. I registered my dissatisfaction, but that didn't change their decision. So I rejected the vehicle. The dealership then took 18 days to refund the money to me, despite almost daily phone calls by myself, and numerous false promises made by the dealership staff. I cannot stress strongly enough how poor the customer service is at this dealership.

Cooper BMW in Sunderland were recommend by a friend who had a great deal. My first call to Will at Mcycle dept to the delivery of my bike was absolutely faultless. Everything that was promised was delivered on time no excuses. Really good experience on a first Bmw would buy there again.

Offers from Cooper BMW Sunderland seem good value unfortunately it would appear unless you are local they don't want to sell to you as never return phone calls / emails ect even when highlighted to management which I have never know a retailer you are trying to spend £30kish be like.

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.

Had a few dealings with this dealership and haven't been forced to buy anything but plied with lots of very nice coffee which makes me very willing to part with lots of cash. They've never taken any in relation to a car, even though we practically begged them. They dutifully admitted they had nothing to suit so all I have is a motorbike which I have to say is the first and last car sales place to do that. BMW parts prices are always going to be a bit of a 'surprise' which I was expecting for my f650gs check up (04 plate) but after a good hour of free, very nice coffee and looking at nice machines I was told "no charge"! I feel guilty and want to buy something. . Maybe that's the plan? But I'd feel happy about it! Great sales, great service! And wonderful staff!