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ABOUT COOPER SUNDERLAND.

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Paul Henry

Head of Business

John Robertson

New Car Sales Manager

David McKechnie

Aftersales Manager

Gregg Cathrae

Retail Manager

Paul Augey

Used Car Manager

Chris Brown

Retail Manager

Chris Alger

Retail Manager

Christopher Parker

Sales Executive

Simon Telford

Sales Executive

Ian McCluskey

Sales Executive

Emma Gardner

Sales Executive

Lee Freeman

Sales Executive

Alex Mattis

Sales Executive

Michael Reed

Sales Executive

Richard Allison

Parts Manager

Ellie Farrell

Service Advisor

Stewart Wastell

Service Advisor

James McKechnie

Service Advisor

Gary Connon

Service Advisor

Nadia Connolly

Service Advisor

Joseph Gibbons

BMW Genius

Julie Grieves

Showroom Host

Julia McClary

Showroom Host

Rebecca Drewhirst

Weekend Showroom Host

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.

job done as required

Service

SEE PREVIOUS ANSWER

Service

As i mentioned before no customervservice after sale

Service

Always helpful and listen carefully to the customer if they have any problems.

Service

No issues with quality of service.

Service

Long wait to only change 2 tyres

Service

No problems at all very easy

Service

Service was really good

Service

Picked up and dropped car off

Service

Tyre pressure seemed a bit low

Service

Booked in for the winter check & over the phone when booking this I informed them that I wanted the sat nav update carrying out. This was 1 of the main reasons for booking it but when I turned up I was told they didn't have the code from Germany??

Service

Again nothing is too much trouble.

Service

Everything was done in the time estimated and my car valleted fully. I am always taken to where my car has been parked and asked if I am happy with everything.

Service

excellent staff first class service all round

Service

Everything was explained and the car came out looking brilliant after the valet.

Service

from walking through the door i was welcomed and dealt with by very friendly staff

Service

Very satisfied with experience especially that I was able to test drive a new 2 series.

Service

I would like to thank Brenda on reception and service advisor Emily? for arranging my car to be returned to me after discovering my 2hr bus journey to get home after dropping it off. Thank you ladies, excellent customer service. A G Smith

Service

Went to reception and was told take a seat and they will be with you in a few minutes and I sat for 20 minutes and nobody acknowledge me, went directly to service to book the car in. The gentleman at service was of help. Car will take 90mins.

Service

Felt I was given a learned reply when I asked about the rust

Service

Poor information detail received from your sales department.Poor communication between reception and sales.No one returned a call.

Service

Was very disappointed in the service I recieved. Everything to do with the actual service I was receiving for my car was perfect, apart from what I mentioned above really changed my opinion.

Service

Parking at the dealership is a nightmare.

Service

You could see the car needed tyres so quoted over £100 more than even kwik fit would charge

Service

Job done on schedule and a complimentary check up and video report included .

Service

I am completely satisfied because of the quality of the service given to myself and the care taken with my vehicle which is always returned washed and hoovered.

Service

did not send video of work until I asked for it 5 days later. Did not wash my car but did put tyre black on to make it look like it had been cleaned.

Service

The Service was very good, the staff is all friendly.Realizing I have been waiting for long the receptionist staff repeatedly made sure I was comfortable by asking for tea/ coffee. Even one of the cleaner asked for having something. Service cost hig

Service

Very happy always looked after

Service

You have very good team!

Service

All work done and completed when it was said it would be done by

Service

Had car from 8-30am and could not complete work by 2-30pm (service and seat belt). Did not answer phone when chasing progress and did not ring back. When car picked up did not go through inspection report despite advisory items.

Service

Lovely greeting on arrival, handed a cup of coffee. Took home til my car was serviced & MOT, my car was brought to my house when they had finished with it. EXCELLENT.

Service

Work carried out as agreed. Convenient and comfortable waiting at the garage

Service

Issues resolved quickly.

Service

Looked after perfectly from walking through the door to leaving.

Service

Job done on time. Liked the video feedback.

Service

Very helpful service desk staff

Service

I was kept fully informed about the work being undertaken and agreed to the request they made to keep the car for an extra day in order to complete. The end of warranty inspection identified a number of issues which were dealt with.

Service

Communication to me as a client did not seem a priority and the work carried out was not really disscused when i collected the car.

Service

The car came back not properly valeted ,the engine was dirty so I couldn't tell it had been serviced, the car went back to bmw for a second attempt after which the car was up to bmw standard to which I have becomed to expect

Service

Good service

Service

Sunderland were great, just the external interactions were very poor

Service

Straightforward and easy to deal with. Informative, professional and courteous staff. Any queries I had were quickly rectified

Service

Always excellent service

Service

Everyone from reception, Brenda & team, to Elle who dealt with my service visit were brilliant, a great group of staff.

Service

Picked the car up from my place of work as they always do return it serviced,Great service

Service

There has always got up be room for improvement.

Service

Dealt with politely and swiftly

Service

Fitted me at very short notice, excellent customer service. Felt a valued customer. Stuart in service will be a miss after he takes early retirement in December.

Service

professional at all times

Service

Literally couldn't have done any more to help. Excellent customer service, regular updates, totally professional team. I have visited other local BMW garages and swore I'd never return, however Cooper Sunderland will be my first choice in future.

Service

Was late receiving car back 5pm when asked for 4pm.. Received a phone call on the afternoon advising needed new tyres when they had the car from 8am.

Service

Friendly staff, ridiculous prices.

Service

Effiicient

Service

The customer service was excellent when the vehicle was in for MOT and Quality Enhancements. Car was picked up and delivered back when all completed. Extremely satisfied with the professionalism, helpful and friendly atmosphere at Cooper Sunderland>

Service

Service was completed on time and the staff kept me informed.

Service

Service personnel give 'personal' attention.

Service

The car was booked in quickly and dropped off on the day at 9am with James McKecknie. I requested that the car be ready for 1pm and received a call from James at approximately 12-40pm. James consistently provides this excellent top level standard.

Service

The service side was great, as was the mechanic who came out in the car with me,but on collecting my car, I found rubbish left in the rear footwell and on arriving home I noticed that paint had been chipped of the bonnet and had to go back to sort it

Service

Professional service with very pleasant staff

Service

The job cost me £2000 but the original problem has just happened again. I have the car booked back in and would love to report back after then. So at the moment, I am in two minds so - 'fairly satisfied'. Girls at the desk are excellent!

Service

Courteous, knowledgeable, never had an issue with service and costs, and even got a good buy back price on our Z4 3.0 when we had no more use for it.

Service

Excellent front desk customer service

Service

Fantastic service

Service

No surprises between discussing costs on phone and getting car back

Service

Outstanding service. Especially from Ian Wood

Service

As I said before a fantastic friendly and extremely efficient customer service !!

Sales

Overall experience and serviceFrom Gareth hardy the salesman was brilliant

Sales

Only one issue on the arrival time of the new vehicle.

Sales

We had a great experience Gareth did a great job at getting everything sorted and we are really happy with everything over all

Sales

Very clean and modern

Sales

Everything went smoothly from quote to pick up they even offered and overnight stay at a hotel as we were travelling 100 miles plus to pick up the car.

Sales

It was amazing, everyone was lovely and I got offered a warm or cold drink. Asked if I was comfortable all the time.

Sales

The sales executive told me the front car sensors come standard but when I got the car it only had rear sensors. After accepting his mistake, I was told he can get the front sensors fixed on my car but it wont be a genuine BMW product. Not acceptable

Sales

Good customer service, polite and helpful, the only iss ue we had was that we couldn't get any sort of a delivery date, I have never experienced this with any other manufacturer, we realised our car was slightly bespoke and not popular.

Sales

The only thing was the wait but I was told about this beforehand

Sales

My wife and i bought two new cars and it was a surprise for her. The garage and all staff made us feel really special and Gregg Cathrae planned a video and special launch which went perfectly to plan. Amazing.

Sales

Genius was....genius

Sales

Vehicle was immaculate,plenty of fuel and finished off to a fantastic standard

Sales

Gary Turnent was very professional, efficient and customer focused

Sales

Everyone was very professional and explained about the finance deal and the car in detail.

Sales

Emma and Kevin were a first class double act. They suggested various options and helped us decide what was best for us.

Sales

Everyone was so friendly and helpful it was a pleasure to visit but the drive away experience was fantastic. Being led into what I thought was an office and to see my car just sitting there waiting to be driven away was amazing.

Sales

Excellent customer service from Gareth Hardy. Always kept me up to date with the build and delivery.

Sales

Very professional courteous and honest staff

Sales

The sales person [ Chris Parker ] was the reason we purchased the car from this BMW Centre and he was excellent through the whole deal

Sales

Sales adviser was most accomidating and helpful

Sales

Gareth kept in touch throughout the process and put me at ease there was no pressure to buy which gave me time to consider the options.

Sales

The garage would not allow me to drive away in a brand new car without paining for it. Yet it expected me to exchange cars and wait for 9 days before it paid me back.this is extremely bad practice, and not being told the truth, I very disappointed .

Sales

This centre is superb, the staff and the facilities are second to non, I was made to feel like the only person in the world with superb attention to detail, this was the perfect buying experiance finished with the perfect car with beautiful flowers

Sales

my experience with the dealership was very professional fantastic customer journey, there was no pressure to buy ,Gary give me a call to give an update when the car had arrived at dealership, any further questions I had wasn't a issue,

Sales

The manager (Kevin Johnson) made the process a real pleasure.