Nitesh D

Pathetic customer service

Booked my car for service after confirmation from customer service agent Matthew that they would pick car from home and return it after service,On the day waited for pick up of car until 11.30am No one arrived. So Rang company spoke to Sam who said job cancelled as they don’t cover my area. His Supervisor Sandra had told him to cancel job.I said it was confirmed on the booking service that car wold be picked and I had email confirmation to this effect. Was told they should not have told you that.. I said that I had taken time off from work to accommodate pick up of car.Not very helpful. I asked to speak to the manager and was referred to Mark the after sales manager but he was not available to take the call.. left number of messages but he did not have the courtesy to resolve matters or return my calls. Sandra called and arranged for service for another day with loan car. When I arrived was kept waking for 45mins Complained to receptionist Slve who checked and said it looks as if Sam has forgotten about you.Afer waiting for yet more time slve said Sam is busy so she would take the keys of my car and I can be on my way. I said that a loan car has been agreed whilst my car was getting serviced.She said there is no loan car. I said I have got txt message from Sandra to Confirm loan car. She was very arrogant when I pointed message to her on my phone.Sam was called in by the supervisor Sandra and Eventually a loan car was made available. I came to collect my car later that day . A complimentary car wash and velat has been promised but when I arrived to collect the car this has not been done and I had to wait another 25mins before this was done. Left feed back with Sam to say management and staff require proper training in dealing with customers and communication skills He said he would pass on the feed back to his manager. I very much doubt he would have done that. Avoid Cooper BMW in Thames Ditton at any cost.