I had not used Cooper Banstead Mini garage before and am unlikely to do so again. To start off with the website would not accept an online booking for a service despite asking me to input all the details (reg no, mileage, address, contact details etc) several times so I phoned to make an appointment and was asked numerous questions about the car and what needed to be done. On arrival at the garage on the appointed day I was then asked all the same questions again even though the man serving me had all the answers in front of him. The whole process of dropping the car off took over 15 minutes and that was without having to wait. We agreed that the car would be ready by 5pm but I was asked to phone beforehand to check. I was told the garage closed at 5.45. It would take me over 30 minutes to walk there so I phoned at 4.30, a receptionist said she would get someone to call me straight back. No one called. I phoned again at 4.55. I was asked to hold the line. After 8 minutes listening to a recorded message (saying that cooper mini pride themselves on their excellent customer service!) the receptionist came back to say the man in question was on another line. I said that I just needed to know if the car was ready for collection but she couldn't tell me that and asked me to keep waiting. I said I wanted him to call me but was told she would prefer it if I waited, so I did. More recorded info. After a while she came back and said she would put me through to someone else. Another voice then said that there had been no apparent fault with the car and did I want them to keep,it another day to check further. She offered to go and check the car would start, the windows went up and down and the door unlocked. I agreed and she phoned back to say it was all ok so i said I would collect it. It was now 5.35 and as i had been told they shut at 5.45 I had to get someone to drive me to the garage. I now discover their website says they close at 6.
On arrival at 5.44 I had to wait for 5 mins as there was only one person dealing with customers but several other members of staff nearby talking to one a other. The lady being served was also complaining that no one had phoned her back when she had tried to phone to see if her vehicle was ready for collection. When I was called to the desk I was given the paperwork and told that there was a further problem with the car for which I would need to make a separate booking, nothing had been mentioned of this previously.
On returning home I discovered that the service book had not been stamped or completed for the service which had been carried out. All in all an unsatisfactory experience.