Ive seen this before and hoped it wouldnt happen to me, it did..... 4 weeks ago i booked my car for a service, mot and gearbox investigation, quite an expensive amount of things to do, i also requested a loan car to which i was told 4 weeks and thats fine, so booked Took my car in this morning and was told they may not be able to look at my car for a few days and also NO LOAN CAR?!?!?!?!?! What?? Could not believe it, how am i supposed to get to work? As my mot runs out tomorrow due to bmw thames ditton i now have to drive illegally until my new quick fit booking on Saturday. I called loads of places and this is the quickest i could get. They dont care, its digusting to treat customers like this, why was i not informed? Maybe i could have made other arrangements but no, they tell me when i arrive to drop the car off. Like it doesnt matter! Will not be using Cooper BMW Thames Ditton again and was looking at buying a 440i 18 reg, think ill look at mercedes or audi now Absolutly disgusting customer service, how can they get away with treating customers like this, over 20 years ive been taking my cars there, NOT ANYMORE!

The following is a copy of the review I posted on Google just now as I can see the similarities between my bad experience and others . I’m writing this review to see if it will be more successful than I have been in getting the Service Desk to contact me about the state of my car. These are the facts: I was sent a letter inviting me to book my BMW in for a free check-up before the warranty ended on 28th February. I took the car in on Monday 25th Feb early morning as arranged. I asked them if they could also check the ignition as it was sometimes losing power when first switched on. I was told that the car would be ready to pick up later on that day. I heard nothing. I phoned three times on Tuesday to be told each time that someone from the service desk would phone me back - one sympathetic person said they would add me to the list of complaining customers in their email to the service desk, which gave me an indication of the extent of the problem. I heard nothing. On Wednesday when I needed my car for work, I again wasted considerable time trying to find out what was happening. After four more fruitless call where each time either I was transferred to the service desk who didn’t reply or I left my phone number with the receptionist and was told I would be phoned back, I heard nothing. Today, Thursday, four days after leaving my car with them, I still have no idea what is happening. I’m not prepared to waste more time on the phone when I should be working. I note that this is also the last day of my three-year warranty. Please let me know what you’ve done with my car, Cooper BMW Thames Ditton!

Impossible to speak to the department you want at Cooper BMW Thames Ditton (I wanted the mini service department) kept hanging on phone, no one rings back despite promising to do so. Staff are argumentative and there is a hint of stropiness about them too.

My BMW was taken to Cooper BMW Thames Ditton 5 days ago and since then I have not been able to get anyone to tell me when it will be even looked at. The car is 6 months old and I literally had it just 3 weeks before the engine warning light came on and I was advised to have it taken into Cooper BMW Thames Ditton which was my nearest BMW dealership. I have phoned every day this week asking when it will be seen. Noone ever calls back, and noone from service picks up, the call just gets dropped and then you're back to square one. The reception staff are rude, evasive and could not be more unhelpful if they tried. I have escalated the matter to BMW customer services and they have emailed Cooper BMW Thames Ditton but not had a response yet either. It is absolutely disgraceful that this place has my car and refuses to communicate with me. I had Honda's for 10 years and used Thames Ditton Honda next door - they are very professional and efficient - Cooper BMW Thames Ditton could learn alot from them!!!! I'm going into the weekend now still none the wiser. I will NEVER use this place again.

Waited six weeks for a recall appointment to allow a loan car for the day. No car available upon arrival and no solution, butvto wait. Kept me waiting three hours, having said forty minutes, they lost my car in the car park, Called a cab, took ages. Said they would provide a rental as car failed recall and is dangerous to drive. Over seven hours since I arrived with my car and still no rental and a funeral to drive to. Called several times and no one calling back...Useless organisation and the last time I’ll. be using Cooper BMW Thames Ditton.

Yes it is as bad as the one star Google reviews suggest, at least in the Service department. Inaccurate estimates, wrong parts ordered, lack of communication, missed and extended deadlines with no real appreciation of the knock-on effects to the customer, 40 min wait times to handover and pick-up your car are common. Massive improvements needed at Cooper BMW Thames Ditton.

Car booked in for work that should take 2 days. Turn up no booking found on the system, eventually gets sorted. 1 week later the car is still not ready. They then tried to charge £220 for a service which was on the website at £173. Avoid Cooper BMW Thames Ditton if you know what is good for you.

My car was booked into Cooper BMW Thames Ditton on the 13/09/18 for a service via the alleged Fast lane servicing to be done the following month on the 13/10/18. I had received a confirmation email with booking ref number and nothing further until today (12/10/18) confirming they would be unable to service my car at the agreed time due to their service dept now finishing earlier than they used to. They gave me an option that I could drop my car off and they would call when its completed, however not telling me a time that this would be possible or even being able to confirm if this was still an option. Unable to explain why it had been booked for a month and they only give 14 hours’ notice that they cant do it. Tried speaking to various members of management also to no avail. Have gone through BMW Complaints Dept and the dealer has told them it’s a staffing issue as they are under staffed but they would call me today. No surprises they failed to do that as well. Due to this experience and BMW not seeming too bothered about their main dealers giving S**T customer services I think a change of car is in order.

Hopeless, broken promises and delays. Just a totally frustrating experience at Cooper Thames Ditton BMW. Save yourself the hassle.