Stratstone BMW Anmeldelser 

If I could provide less than 1 star I would.
Abhorrent customer services - left without a vehicle for 3 weeks. Being passed from pillar to post by Stratstone and BMW UK - both blaming each other for delays and leaving me stuck with no sign of a solution.
Paul McMullan and Rik Shields leading the customer service department (Stratstone Leeds) should undergo some serious retraining to highlight some major issues with their capability to work with customers - service is important to ALL not just those customers buying new cars from your branch.
BMW need to have a closer look at who is representing and tarnishing them as a brand through franchises!!👎🏻

BMW - MIlton Keynes dealership
I bought a VW Golf from this dealership. The MOT was due and there were a few small dents on it. They wouldn't budge on price but agreed to do these 2 things so I left the car with them for a week. Going forward there was a problem with the radio and the interior light and a boot drain pipe missing completely, they advised me to take it to a local VW dealership under warranty. This caused me MANY problems as VW not happy to discuss with BMW , I had to get the 2 managers involved at each car dealership. Boot pipe not covered and BMW paid for it the other 2 were covered. However, VW Guildford were really bad at diagnosing and the car had to go back 4 times as they diagnosed wrong! This caused me many trips/phone calls and I feel that if BMW had thoroughly checked the car over in the first place NONE of this huge inconvenience would have happened. I was left without a car for 4 days. VW did not have a loan car to give me. I had to ask BMW 4 times to send me the warranty paperwork, I eventually called them myself and the warranty company sent it !!! Not impressed with BMW hence 1 star! Sales guy Mel didn't really help and did not return calls ! I guess once they make a sale they don't care too much about after service!

Firstly what a joke most of the staff there don’t no what the right hand is doing absolutely shocking service il begin on the 20th of September i had an appointment with not sure who it was what a joke from start to finish talk about take the P they defo no how to do that the first man I spoke to had no clue I went there to get a mobility car don’t bother this guy told me there was more than one what a lair he showed me only two cars a blue one and a white the blue one was not on mobility just the white one this guy had no clue what so ever how he can still be in a job god knows but I did laugh the same guy said that the mobility guy would be with us soon still waiting after 35 mins one big joke I was laughing I was far from happy disgusting service you get from them. Shocking absolutely shocking. The guy took 35 minutes to get to me. Don’t know what he was doing. I’d say drinking his coffee probably before it went cold when he come He asked me what it was about, and I said mobility car. I then said to him oh I like that blue one over what blue one he said I pointed to it the blue one over there next to the white one or in front of the white one, he said it’s only the white one on mobility I said to him are you having a laugh with me so you’ve only got one he said yes so don’t bother going there to get a mobility car because they’ve only got one what a carry on I told him I’m not bothered now when me and my boyfriend was leaving. They both stood there Smirking the guy I spoke to you first had a big grin on his face they bothered thought it was funny I didn’t so then I said my bit they looked shocked but guess what I didn’t care if I was u with the bad reviews which are shocking don’t go ther and buy or get a bmw as they are crap staff r shocking even the women I also think they all need re training not to lie and to tell the truth glad I didn’t get a car
My mate has a bmw and they tried to rip her of saying she needed new tyres but she didn’t my opinion they must love money and they love being greedy I can see why they are not busy
So remember they lie and keep u waiting one big joke but they are a joke bmw stink

If it was possible to select 0 stars then I would have. I booked in to test drive 2 cars with a weeks notice. Needless to say, I arrived promptly for my appointment and an hour later, was then shown to an associate. He then advised that the 2 cars I had requested to test drive were not available to drive, but I was in the show room and the other I was told ‘it’s like the X1’ you can look round that.
Having been a Mercedes driver for over a decade, the test drives were required as a car can look as aesthetically pleasing as it likes but the drive is what I was interested in. Needless to say, 2 hours of my life wasted. I went to Mercedes as I was booked in on Sunday to test drive an EQB, I explained my plight to them and they gave me a key to take an EQB out there and then as I had never driven an EV before.
Interestingly, their showroom was a lot busier than BMW’s but they still managed to assist me.
Decision made, order placed and it’s NOT a BMW.
If BMW are serious about getting customers into their cars, maybe actually have the cars available that are booked to test drive would be an important fundamental pre requisite.

Management could use some customer service training. They seem to be right out of North Korea!

Would you be happy if a garage had your car for 177 days, only to return it after almost 6 months in an unroadworthy, unsafe and outright dangerous condition? According to retailmotorlaw.co.uk any service or repair must not leave your car in an unroadworthy condition. By law. Their words, not mine.

BMW Stratstone Milton Keynes (then Jardine) fitted a new engine, turbocharger and high pressure oil system to my privately purchased 2017 BMW 530e in Sept 2023 at a cost of £18.6k, but the car remained troublesome. Eventually it died completely in March 2025 with a total loss of power, all electrics, battery and engine totally dead and was recovered to BMW Stratstone MK under the 2 year warranty.

I cannot fault the front of house staff, they are good, do their best and try to give good service, but the management absolutely sucks. As soon as the matter was escalated to Service Manager Sam Barford-Fleming any pretence of customer service or care went straight out of the window. A subsequent discussion with Head of Business Carl Hazelton was even worse. I may as well have been talking to Kim Jong Un!

I feel as if I've had the genuine North Korea experience, a total embarrassment for a supposed premium brand. These people should know and understand BMW cars and be able to fix them properly - and in a timely fashion. One word: AVOID! Has put me right off BMWs. Come on BMW, you can do much better than this, can't you? Unimpressed!

Never had to write a bad review on a used car buying experience. Especially not for an Approved used vehicle!?!

Collected the BMW 320d on the 1st March 2025. All the paperwork and deposits were paid the day before collecting. It was my understanding this was a distance sale. ( this was also agreed by a solicitor who acted as a conciliator).

My bad for not test driving the car prior to this. Lesson learnt.

Pre-sales Luke D was quick to respond to my questions. Post sale Luke D ghosted me when I was experiencing issues with the vehicle. Brakes juddering and poor down shift in gears. Initially fobbing me off to a different Stratstone site and eventually ghosting my concerns when I advised him the diagnostic wait time was over 3 weeks with my local Stratstone. Surely, this isn’t how you deal with a customer who had just collected the vehicle?! I had to contact BMW customer services to get any movement. Eventually the Dealership Customer Relationship Manager ( Georgina ) was involved after BMW customer services contacted them.

I expressed a wish to reject the vehicle under the 14 days cooling off period as I believed the vehicle was purchased as a distance sale. I was advised that the Dealership had to have chance to rectify any issues with the vehicle and that I could not reject the vehicle without at least allowing the Dealership to try and rectify. Reluctantly, I agreed and the dealership replaced the brake discs as they were all corroded due to it being un-used for 3 months over winter. Again, my bad for not test driving it before driving it away. However, after the discs were replaced I continued to experience a poor down shift through the gears.

After finally getting a diagnostic check at my local Stratstone dealership they could not diagnose an issue with the downshift in gears. However, they did advise me that in their opinion the Approved Used check was not carried out correctly by the Doncaster site as the car had buckled alloy wheels and the tyres were demonstrating stepping not in keeping in the time I have had the vehicle. They advised me to contact the Doncaster site with this information.

Obviously, Doncaster disputed this and sent me a copy of the approved used check sheet which coincidentally had been completed the day they sent me it. They advised they identified no issues with the car when the Approved used check had been carried out. Therefore, the buckled alloys must have been carried out by myself. Stratstone Doncaster advised me that they had given their final answer in the issues I had been experiencing and if I wasn’t happy to contact the National Conciliation service.

Stratstone are not affiliated with the Motor Ombudsman. They use a Conciliatory service.

A solicitor who specialises in motor industry law and an independent conciliator advised that in their opinion the vehicle should be inspected by an independent engineer to determine if the issues were age related. If that expert deemed the issues were age related and were indeed old existing issues then I as a customer should of course have the repairs carried out by the Dealership or reject the vehicle as per my original request with a 45p per mile deduction on the value.

Stratstone / Lithia final answer -

Upon review of the National Conciliator’s findings with Stratstone BMW Doncaster, it is their overall position that they do not agree with the opinion of the conciliator and as such, will not be meeting with their proposed resolution.

What is the point in being affiliated with a Conciliation service if you do not use the advice they offer?

I will not be buying a vehicle from this Dealership again. Poor customer service from the salesperson. Poor and incorrect advice from the Customer relationship manager and a policy of referring customers to a Conciliation service they do not listen to anyway.

Just got my new car from Martin at BMW Doncaster. Excellent service and an amazing deal to match . Thank you everyone for all your help and support.

Absolutely horrendous aftercare no way to speak to anyone, went through web chat 3 times and told someone would ring and guess what no call!!

BMW Stratstone Milton Keynes.

I would like to express my sincere gratitude to Ms. Sam Barford-Fleming, Service Manager at BMW Milton Keynes Service Centre, for her outstanding service management, which has resulted in a positive customer experience.

I have removed the previous one-star review and am pleased to submit this five-star review to acknowledge Ms. Barford-Fleming's dedication.

They never answer the phone. On hold for 8 mins, then cut off. Tried agin with the same result.
They tried to charge me £210 for a brake fluid change on my 3 year old BMW with 6800 miles on the clock.
This is a proceedure which most garages would charge £50 to £60 for.
Since changing from "Arden" to "Stratstone" the customer service has bombed.

Previous visits to Stratstone BMW Derby have been good. I didn’t like being told ‘well, that’s what happens when you drive a nice car’ when I winced at the price to replace the rear brake pads. However my latest visit has been a disaster. A small mistake by the workshop in handing my car back as complete, when the inner wheel arch and floor mats were in the boot. You’d think that would be a simple job to rectify, but more than a week has passed and despite several emails to service team, no one has picked up the phone to tell me how they are going to rectify their mistake. I’ve had 1 email from a service advisor asking if they can ‘arrange to get the vehicle back in’ but no attempt to do this, despite me replying straight away. Very poor service management which sours the customer experience

No one answers phone from bike section. You eventually get an answer from the car dept.
With a promise you’ll get a phone call. You don’t get a call. Worst, very worst BMW Motorrad dealer ever. Just so pleased I purchased my BMW from Vines Guildford.

Stratstone BMW Hull
Do not use this company!
My car went in due to a recall and may I mention it was working perfectly fine prior to this… they burnt a unit out in my car! The ABS and traction control aren’t working and they gave the car back to me in this state! The tracking on steering was off and they gave me this back like this. This is absolutely disgusting I’m a 22 old woman and they could have killed me! Honestly absolutely waste of space never known a collective be so incompetent at their job!

Stratstone Harrogate. Having purchased 6 approved used BMWs from other dealers in the past I thought that a used 5 series from Stratstone would be a similarly great experience. Which it was with the sales person who was excellent. The car however was a different story.
The windscreen had something in it which meant it smeared awfully and I had to scrub it multiple times and change the wiper blades.
It had been a smokers car which I didn’t know, until I found ash burns on mats and carpet. The seatbelt was stained and dirty. The front brake disc guards had sheared bolts and rattled. The rear tyres were abnormally and heavily worn on the inner edges. I later found out that the camber adjusters were seized solid, requiring new bolts and the tracking had been out for some time. The wheels were also out of balance. The car rattled in various places in the rear terribly, with the boot lid creaking when turning. The rear fuse box was loose and was falling out of the cradle with the retaining bolt missing.
Stratstone said that the tyres were fine as they had BMWs recommended amount of tread present! Eventually they agreed to contribute to 50% of one new tyre.
Eventually I wrote to the dealer principal, Mr DiClemente, who sent the correspondence to another staff member, he didn’t even have the manners or courtesy to reply to me personally.
All in all a poorly presented and prepared car, with an attitude of “we’ve done what we were supposed to”. I will not deal with Stratstone again, I expected more from an approved used dealer based on previous experiences. I appreciate things can go wrong, but the attitude didn’t help matters. At least my local dealer was helpful.
Stratstone, you have let yourselves and the BMW brand down, but I dare say as you have my money you don’t care in the slightest.

Lovely Day for our daughter Zara on picking up her new Mini Cooper Classic. Michael Quashie & his sales manager James made sure her 21st birthday was celebrated in style when she was the first to drive away in her beautiful 25 plate car. Michael made sure it arrived in time & helped make it a day to remember.

Stratstone Maidstone sent me an email asking me how thing were going with my new car. I thought this was good customer service until they ignored my return comments. Despite 2 follow ups nothing. It is clear that they have no concept of good Customer Service by the fact that not one of the 1 Star reviews in Trust Pilot is responded to.

My experience is with Stratstone BMW Tunbridge Wells.

We purchased a brand new hybrid X5 in 2021 that developed a leak in the panoramic sunroof in March 2024. The car was towed to Stratstone BMW Tunbridge Wells for repair.

Not only did they repeatedly fail to repair the issue, over the MONTHS they had our car, they repeatedly damaged it. They dropped a seat on the doorframe and dented it. They dented and scratched the outside of the car in several places. They tore, dented and stained the leather seats. Our car was in immaculate new condition when it went in and came back in such a dirty, dented, torn and damaged condition that the staff were visibly embarrassed and described it as horrific.

BMW Stratstone (or Arden as it was briefly) accepted fault and attempted to fix some of the problems. They tried to buff out some scratches but instead damaged the paintwork with buff marks from an amateur. They tried to fix the leather and instead cut out a big wedge and badly glued down what was left. They tried to paint over scuffs on the leather to disguise it and used a different colour to the colour of the leather.

We are now approaching a year since this has happened and it remains unresolved. They still have not fully fixed the leak and are aware this has left the car in a dangerous position as the windscreen entirely obscures any time we use the windscreen demister and takes a long time to clear. If we were to allow this to happen on a motorway, for example, the result could be lethal. Despite this, they’ve made no attempt to fix it even though they know it’s our only car. They offered to replace the mangled leather with new parts, but can’t give us a date when this can be done and a year later we’re still waiting. We then gave them a deadline of 1st January to provide us with their final solution before going to the Motor Ombudsman (9 months after they first tried to fix our car) and this deadline was completely ignored. Almost 12 months down the line and all they have offered us is the opportunity to give them a further £41k for the privilege of swapping our damaged and dangerous car in for a new one.

Do not buy a car from these people and do not let them anywhere near your BMW. It has been a horrendous 12 months and I regret ever going anywhere near them. I bought this car with money left to me by my mother, in what was meant to be a joyous tribute and legacy. I am devastated.

Members of staff we have been “helped” by so far (in addition to the staff in the service centre who damaged the car) include Chris Hawker, Robbie Acott and Sam Griffey.

Very friendly and helpful staff luke was really helpful and couldnt do enough the hole experience was great .Luke is a real asset to stratstone,love the car .

Terrible Service Experience at Milton Keynes BMW

I am extremely disappointed with the service I received at Milton Keynes BMW. The entire experience was shockingly unprofessional and frustrating.

Firstly, there was no communication whatsoever. I was simply asking for a repair quotation, yet I had to chase them repeatedly for updates. Not once did anyone proactively contact me to provide any information about the progress of my car’s repairs.

Secondly, the scheduling was chaotic. I wasted time visiting the dealership multiple times because of poor coordination and misinformation. Each trip was completely unnecessary and showed a total disregard for my time.

Finally, it is clear that they are not taking these issues seriously. Despite raising my concerns, there was no effort made to improve or rectify the situation.

For a brand like BMW, which prides itself on excellence, this level of service is unacceptable and frankly shocking. I cannot believe how disorganized and careless their service department is.

I strongly urge others to think twice before using Milton Keynes BMW for any servicing needs. Absolutely appalling service and a waste of time!

Just had a very positive experience and am happy to share my experience. Took my 4 series in for a park assist fault and vehicle check and was hoping it could be sorted under warranty hassle free and I wasn't disappointed. Courtesy car provided whilst work was done and collected with car fixed, valeted and washed ahead of collection time. Jas the service specialist was excellent. Well done Stratstone Leeds