Cooper Thames Ditton

Last week I took my car for a routine service to BMW to Cooper Thames Ditton. The service was disgusting. A 300 pound routine service bumped up to 800 pounds with sundries like - 125 pounds to change the coolant. Generally shocking experience, topped off by fact that the central locking was not working after the service.

I wrote to BMW. And they agreed to fix the damage they had done. I dropped the car off as agreed, and went to collect it when called. The car had been damaged. Hit by another car during the night on the BMW forecourt. The Coopers supervisor said they would 'sort it out'. The next day Bernie Smythe called from Coopers to say 'Yes it was hit on our forecourt, but as we had not checked the car in we are not liable, so sort it out yourself.'

If you are considering buying a BMW, or having your BMW services by Cooper Thames Ditton you may wish to watch developments in this matter. My letter to BMW is copied below.

29 March 2007.
Cooper Thames Ditton.

Dear Sir,

Further to my last letter of 21 March 2007, I write as follows:

1. The matters raised within the above letter were further discussed in a telephone call from your office on 22 March. Amongst other things, we agreed that I would return the car in order for the door lock to be looked at again as it had not been properly fixed on the first visit to your garage.

2. We agreed that I would leave the car (as had happened previously) on your forecourt the evening before and the keys left in the deposit box.

3. On Monday night at approximately 7.30pm, I parked the car on your forecourt as instructed. I deposited the keys through the security slot into the care of BMW Thames Ditton. The car was therefore within your custody and control from that point.

4. On Tuesday 27th March 2007, I came to collect the car. I noted that:

(i) The passenger door lock issue that I was previously charged £40 to inspect - was repaired - however I was charged a further £146.00, apparently representing 50% of the labour charge. This would mean that the normal labour charge would have been £300, which I find hard to believe.

(ii) The car was not cleaned despite you having advised me that it had been.

(iii) There was a substantial and noticeable dent on the driver side. I pointed this out to the attending mechanic. He told me that it was there when the car was checked in. I assured him it was not there when I left the vehicle. The supervisor was called and both he and the mechanic looked at the car and told me they would establish who damaged the vehicle by CCTV. The supervisor assured me, ‘not to worry, we will take care of it.’ On that basis I left with my car.

7. On Wednesday 28th March, I received a call from ‘Bernie Smythe.’ He advised me that you had established that the vehicle was indeed damaged whilst parked on your forecourt in advance of the service. He told me that you had identified the offending vehicle, however because you had not signed the vehicle in, the damage is not your responsibility.

8. I felt his tone throughout the conversation was supercilious, and aggressive. I pointed out to him that I had parked the car where instructed, and I had left the keys in the drop box as agreed with yourselves. I suggested that it appeared to me that Cooper Thames Ditton were simply fobbing off a problem with no regard for the customer. To this he said nothing. I then told him that I was deeply unsatisfied with this explanation, and unless he reviewed his position, my next call would be to my solicitor. To which he replied.

“Good, well off you go then.”

To recap:

I brought my car in for a service and it was damaged whilst in your care and control. I was told that you would take care of the damage however instead I was subjected to a telephone call from Mr Smythe, whose competence in customer relations must be considered grievously inadequate, telling me that your company are having nothing to do with the incident. I find this insulting, and a sorry reflection on the prevailing management policy at Coopers Thames Ditton.

I do not believe your cavalier disregard for BMWs reputation as demonstrated by your representative Mr Bernie Smythe should pass unchallenged.

Before I conclude my report to Jim O’Donell, I will await your comments for inclusion.

Yours sincerely,

Andrew Brel.