Stratstone - BMW Leeds Anmeldelser 

Great service on a recent recall. The whole process was seamless. I was booked in within a week to sort a few recalls out.

Phoebe was lovely, super helpful and communicative throughout.

The dealership is always a pleasure to visit too!

My car was returned hoovered and washed which was a treat and a health check was carried out too.

Thanks for a great experience

I recently booked my BMW into Stratstone Leeds for a health check having felt an issue with the steering. I dropped my car off on the Sunday and gave the key to reception, ready for the check the following day.

The check was carried out and I received a call from the service department to inform me that my left front wheel had buckled and for BMW Stratstone to carry out repairs it would cost £2,738.92. Upon advising that I would get a second opinion I arranged to collect my car that evening after work. When collecting my car I was met with a £126 “investigation fee” bill, something that I wasn’t made aware of when dropping my vehicle off, neither something I’d agreed to or authorised at any point during my interaction with BMW.

When I questioned this charge at least three people from the service team all got involved telling me that I’d signed paperwork which authorises the investigative work and fee being charged. All of the service team were extremely rude and very clever in pointing to the small print - yet unfortunately for them - I hadn’t signed any such paper work and they weren’t able to evidence any signature or conversation where I’d authorised such a fee. The service team then advised phone records would be checked to prove I had been asked to authorise the fee. Funnily enough their phone recording functionality “had issues so they were unable to ascertain” any conversation from the recordings where they thought I’d given permission to carry out the investigation. I find this practice and culture to be extremely poor and the use of aggressive and sneaky behaviour to force customers into paying hidden fees is very bad practice. Something I will be referring further to the FCA as this culture falls well short of their principals of treating customers fairly.

I should note that upon complaining to the service manager the £126 fee was refunded to me albeit it took 14 days to receive any response as they had no evidence to support my authorisation being given to carry out the investigation and charge the fee. If they had of made me aware if this, I would have declined and taken my vehicle elsewhere anyway.

Now onto the repair works and BMW’s quote. As any reasonable customer should be entitled to, upon receiving the quote of £2,738.92 I asked for an itemised quotation of works from BMW. When chasing this up I called the service department 5 times across two days and no one even picked up the phone. I also emailed Hannah Waite in the service team on 28th September 2023 asking again for an itemised quote. To the date of this review - 23 October 2023 I’m yet to receive any sort of response - 26 days on. This speaks volumes for BMW’s terrible customer service.

I took my car to two separate BMW authorised repair shops for second opinions. I settled on B&M Care in Pudsey which is only 4.7 miles and roughly 13 minutes drive away from BMW Stratstone Leeds. They reviewed the wheel, confirmed it was buckled and advised I simply needed a new alloy wheel with the repairs to cost £449. I authorised the repair and had my vehicle back within 2 days fitted with a brand new BMW 848 M alloy wheel. This in stark contrast to BMW Stratstone who wanted to fit a new alloy wheel, brake pads and discs and charge me more than 5 times that amount for the privilege. What a rip off! I should point out my vehicle is 10 months old (having been bought brand new) and has done 7,000 miles so as B&M said, the brake pads & discs are certainly not ready for changing yet. Shame BMW Stratstone don’t treat their customers with the same fairness.

This shoddy service from BMW with my vehicle follows a recent debacle with BMW Stratstone having registered my partners brand new BMW and therefore V5 document in the wrong name thus ensuing 7 frustrating months of trying to get the issue resolved and BMW even brazenly blaming her for the error - unbelievable. The error only came to light following a speeding fine too, so it’s not even like BMW found and sorted their own error. Having read other 1 star reviews for Stratstone I can see that my partners V5 experience isn’t an isolated incident and that fellow BMW Stratstone Leeds customer Josef has has similar issues. I struggle to see how BMW Stratstone can justify their “premium brand” status with customer service like this.

Safe to say my partner and I’s trust in BMW Stratstone is at an all time low. A BMW might be the ultimate driving machine but it’s safe to say it’s anything but the ultimate customer experience with BMW Stratstone Leeds.

My car was in the dealership today for a service. Myself along with a few others were stood waiting at the service stand, despite there being many staff members in the background working, nobody took the time to acknowledge us or just let us know somebody would be with us shortly. That’s my pet peeve and basic customer service. This was the same on collection of my car.

The works were carried out in a timely manner to be fair, but when I went to get in my car it hadn’t even had a valet despite being told that was part of the service. Again a basic customer expectation of BMW I would say.

Definitely won’t be in a rush to come back….

Had an excellent help buying our new car with Helen Robertson. We paid a deposit to hold the car. A price was given for our car in part exchange kept informed daily regarding any queries we had. We were contacted when we purchased the car to ask if everything was ok and not to hesitate if we had any problems.
Very confident with Helen’s professionalism and our new BMW X 1

Great service from Stratstone and Mark Bowden in particular - made the process all very easy.

Brought my BMW in for a service to Leeds and was made to feel very welcome and in good hands. Tracy Kewley was very friendly and answered any questions i had. Will definitely be using them again.
Thank you Sharron Taylor.

My experience with bmw Leeds was what i expected. My service from a Victoria Wilson was 10/10 and I would always recommend the amazing services of bmw .

Robbie Hogan is hands down the best car sales person I have ever dealt with. I’ve had a few cars from here and always well looked after, finds the car I want at the right price and turns them around quickly. Highly recommend.

Unable to get through on the phone to service dept for an update, unhelpful and rude salesman made little attempt to help me out

Second review, as no resolution or response to first post. Staff at Hamilton were great, but Leeds, where the car (Audi A7) came from, let me down and your head office have really let me down. Pre-inspection at Leeds missed (or failed to record) all 4 seriously corroded brakes discs. Leeds would not respond to repeated requests to see the cars pre-inspection report, and I now know why.

I had to pay £200 to repair a scratch on the car, that was spotted whilst the car was still at Hamilton, which was odd, thought you guys might have sorted that, but I just paid it.

However, on driving it, the car was quite frankly dangerous, as braking on the motorway was a scary experience. Leeds not only drove the car up to Hamilton (and MUST have noticed the car shuddering on braking) but then ignored repeated requests for the pre-inspection report. As I was in danger of rear-ending other drivers, I had to pay £1500 to replace all 4 discs and pads.

I raised two complaints via your website (Ticket 532529205, Ticket 532487054), both were ignored. Your head office responded to my first Trustpilot review months ago, saying they would be in touch. No one ever reached out. My opinion now is that you hope I will just go away.

I recently took my BMW X5 e45, which was in showroom condition, to BMW Strastone for its first-ever service. At the time of dropping it off, the car was functioning perfectly. However, upon inspection, the service center informed me that they found water in the engine and that a new engine was required, which would cost £20K and not be covered under warranty. Despite the fact that I have never been provided with a courtesy car, my vehicle has been in their possession for over a month with no progress. The leasing company has also been unsuccessful in obtaining an engineer report from the garage. The service center has accused me of accidentally pouring water into the engine, which is an absurd claim. They later amended their accusation, stating that 1.5 liters of washing liquid had been mixed with the engine oil. Despite the fact that there was nothing wrong with the car prior to the service, they remained unresponsive when I challenged their claims. I strongly advise avoiding this untrustworthy garage. I plan to escalate this matter to BMW in Germany, as many other people have reported similar negative experiences with this same service center.

Just the best service from the Leeds dealership. Detailed information for the ECU fault, accurate quote, timely repair. Can't fault em.

Baron Bracken conducted our business in a very professional, but friendly fashion.
Really pleased.

My experience with Stratstone BMW Leeds was great, pleasure to deal with and staff there are great. Thank you to the whole team there for their patience and help, especially to Nathan B!

I recently had my 2021 1 series serviced by Bmw Leeds which I bought brand new from the dealer ship. It’s done 13,000 Miles and they told me the break pads was at the minimum limits which is 3mm. Obviously I was sceptical, so I had numerous certified mechanics check the pads and they was 6mm. Bmw wanted to charge me £500 for new pads which never needed changing. I feel lied, betrayed and cheated on my service, what else have they lied about on my service? I would not recommend them to anyone. Wouldn’t expected this from BMW.

Superb customer service from start to finish. Havi on the front desk was a credit to the dealership. As was Bradley who helped us buy our car

Booked in my X5 for brake disks and pads replacement at Stratstone BMW Leeds. No prior faults or issues. When driving back, the wheels were locking and car returned to the dealer. Dealership now wants me to pay for a broken hand brake actuator although this never gave any issues before and no prior faults on the car computer. Most likely damaged during the brake service. Car has been with them for over 5 weeks and no courtesy car.

Did not want to even give one star! Absolutely appalling customer service by the business manger. Unable to come to the resolution we wanted even after selling us a modified vehicle. The dishonesty was unreal! Told we would get a replacement vehicle in two occasions which was then retracted and we were told sorry no can do! Four long draining months going back and forth and still not the outcome we wanted. Settled for what they had to offer which did not compensate our loss at all.
Please do not go to this dealership! Disgraceful!!

Just purchased a car from Stratstone BMW Leeds. I dealt with multiple people in sales for the brand new car, service was absolutely rubbish. This is my fourth brand new car but I’ve never experienced such rubbish service, staff is very unreliable in sales plus the car is having issues and it’s been only a day it’s been delivered. I will never buy a car from them again, my experience has been completely ruined.

Terrible service for a prestige brand like BMW, I have called their service desk a few times over the past week at various times of the day and the phone just rings nobody picked up, just cannot seem to talk to them, I dialed in to sales to see if they could put me through, said he would take my number and would get service to call me…… nothing. I have had to drive there in the past to get my car booked in but the receptionist was so off hand and gave the impression she didn’t want to know either and made me feel like I was bothering her. Stratstone BMW you need to buck your ideas up on customer service or you will lose customers and therefore staff will have to go and find work elsewhere.