Stratstone BMW Reviews 189

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!!

Date of experience: July 03, 2025

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.

Date of experience: June 27, 2025

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.

Date of experience: June 25, 2025

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

Date of experience: May 21, 2025

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.

Date of experience: May 09, 2025

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!

Date of experience: May 02, 2025

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.

Date of experience: March 12, 2024

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.

Date of experience: March 01, 2025

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.

Date of experience: December 16, 2024

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.

Date of experience: February 18, 2025

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 .

Date of experience: January 16, 2025

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!

Date of experience: December 02, 2024

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

Date of experience: December 02, 2024

This is about Stratstone BMW Tunbridge Wells. Firstly they simply never answer any phone meaning that you have to drive down there to ask a simple question. My latest experience with them was that they replaced a headlamp and controllers on my 5 series. It came back with an error for the pedestrian protection system. The sensor for this is behind the bumper that they had just taken off to replace the light. They refused to check whether they had reconnected the sensor properly. “Why should we?” was their response, their logic being that they don’t make mistakes and that it was just a coincidence. I asked a local independent garage to take a look. Of course they found that Stratstone had not reconnected the sensor properly. The worst thing about Stratstone is the jobsworth attitude of most of the staff, the older guy in reception being an exception.

Date of experience: November 12, 2024

I Bought a BMW M4 Convertible back in May 2024 from Stratstone BMW Leeds. I chose a BMW dealership as the warranty associated with a BMW approved used vehicle was a high priority of mine. I decided to change the car in November 2024 as I needed a 4 door and decided on a Jaguar. I was informed by Sytner Jaguar that the value of my M4 was significantly lower than my expectations due to the 1st (most important) service was carried out way in excess of the recommended mileage. It turns out that the M4 should not have been sold to me under the BMW approved used scheme as the service history was not to the required standards. I reported the issue to BMW customer service. The response from Stratstone's sales manager via BMW was classic, stating that the company they aquired the car from had ceased trading and therefore unable to access the service history (Total lie). You can avoid Hemorroids by staying active and reducing long periods of sitting down. You can also reduce further pain in the Anus by avoiding Stratstone BMW in Leeds. I think it safe to say that I shall never buy another car from these people again and question whether I shall ever have another BMW.

Date of experience: May 18, 2024

Statstone BMW Leeds has been a bitter disappointment all the positives I felt for them have disappeared. In August I bought a ex demonstrator BMW 530e the deal was they would pay the fuel down a night in a hotel and have the car full of fuel for the return trip to Scotland and the deal went fine except the car was missing mats and had the wrong charging cable but they said they would send them to me which was fair enough. This didn't happen broken promises came and went, while we were down collecting the 530e my wife spotted a new 218i grand coupe in the showroom and as I thought everything was positive about the deal I had done on the 530e I would work out a new deal for a 218i and that's when the problems started to show. We agreed the same deal as before that they would pay the fuel down with 2 nights in a hotel and have the car full of fuel for our return trip. When I tried to make the holding deposit for the 218i for 3 days it would not come through I made a few calls and asked them to check the email address entered in the system but it still didn't come through but as I was owe the return of the holding deposit for the 530e they just transferred it over to the 218i worrying signs started to show. About 6 weeks after picking up the 530e it was time to pick up the 218i and I still hadn't received the missing items for the 530e they said just collect them with the new car. We got down there with the car we were trading in and I gave them a receipt for the fuel down but the new car had next to no fuel in it i was told just to fill it and send the receipt so we had our couple of nights stay and headed back home. After about two weeks I still had not been reimbursed for the hotel or the fuel or the deposit back so I started calling them got the run around for a bit but eventually got reimbursed for the hotel money. Then I received a urgent letter from the DVLA about the car I traded in that someone was applying for the V5 and I had to contact them to clear it up so I contacted BMW Leeds and I was told that they must have not processed the paperwork for the old car properly and they would sort it out and give me a call back to let me know it's been completed but as usual they never call back you try to contact them a message gets taken with an assurance that they will get back to you and nothing no contact. 15 time's I've called them since I collected the 218i and I have still not been reimbursed with the fuel costs or the holding deposit and because they didn't process the paperwork work for the old car I was charged an extra months road tax for a car we no longer owned. My next call is to BMW UK to put a complaint in. I will never deal with this dealership again and I would advise you don't also

Date of experience: September 20, 2024

Stratstone BMW Bury St Edmunds.
WHERE IS FERN THE BMW GENIUS ????
Loosing her for customer relations and support is a very wrong move.
Saving staff costs has cost you rerurn customers. Silly

Date of experience: November 01, 2024

Brake Fluid Service
Excellent service from Chris Hawker and his team at Stratstone. My car was collected from my home and dropped off with the service work done, I received a video inspection of the car which pointed out a bulge in one of my tyres that I had missed which could have been dangerous and to top it all the car had been cleaned and hoovered.

Date of experience: October 16, 2024

I was really disappointed with my experience at this dealership. The staff didn't communicate clearly and lacked basic professionalism. At several points, I felt like they were being dishonest, especially when it came to pricing. I expected much higher standards from a BMW-approved dealership, but unfortunately, they fell short. It seemed like they were more focused on upselling than on providing good customer service. Overall, it was a frustrating experience, and I wouldn't recommend this place to anyone looking for transparency or fair treatment.

Date of experience: October 12, 2024

Stratstone BMW Tyneside are:
- neglectful, completing work to an unacceptable standard. A dealership of this size surely can’t send away clients with tyres which need inflating right after placing new tyres.
- rude and uncooperative when discussing complaints. I was told my complaint wouldn’t be taken any further when there were clear breaches of my consumer rights, and no action was taken in response to this.
- dishonest and corrupt, trying to increase charges by 26% the day after a price was already agreed. When questioning this, I was told condescendingly that I was not in the tyre business.
- unprofessional and uncaring. A diagnostic revealed a fault which was covered under my guarantee but this dealership did not reveal this and wanted to charge me £564 for the repair.

Avoid this dealership at all costs. I found out Lloyd BMW will be taking over which will be a big risk for Lloyd BMW unless action is taken.

Date of experience: October 09, 2024