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They exceeded expectations with my repair
Was told that I would be able to pick my car up and would of been cleaned aswell,this wasnt the case
I booked my car in for its first service and was given a time and day the following week and was told it would be ready to collect that evening only to find it was not &to come back in the morning another 20 mile round trip still not ready .
£263 for an oil change is extortion.
As above I was dealt with so efficiently by Sanchez Fox at Stratstone Derby and made to feel very important . His assistance was most gratifying .
My service advisor Tom Smedley always gives me a fantastic service keeps me informed of my cars progress throughout.
Staff were unable to find the booking for my car when I first arrived with it and seemed confused over what it was booked in for. ( Annual service & MoT). After picking it up later I discovered the car computer still said it was due for service.
I assume that they disconnected the battery to complete the recall work but it has un-paired my mobile phone and I can't get it to pair now. I will take the car back to the BMW centre in Derby and ask them to do it.
Emily was very kind and helpful.
Overall customer experience has gone. Staff not interested at all. A shame as the car is one of the best.
Booked car in for service 1 month before service due so I could get a courtesy car. On the day before device Stratstone derby called to say they didnt have any courtesy cars but would do a collection if I rebooked. So I rebooked, they had 3days
The same comments as in 1 above
As detailed in the above commentary - is anyone listening or is this another paper exercise?
Advised on a Tuesday that a tyre was needed - car booked in on Friday to allow time for tyre to be ordered but told on the Friday that tyre not in stock.
My car went in 3 times for the same problem and it still hasnt been repaired. My booking has got lost in the system twice and the last time it was at Stratstone in Derby is got crashed and damaged. I am still awaiting a call back from Tom Smedley 10
I noted a fault with my car, that wasnt picked up. Telephoned the service team on my way home to book it back in. Was told someone would return my call still waiting over a week later.
Easy to book in , ready when promised ,kept informed a good experience.
Team were professional. It was a little slow this time
Everything completed efficiently & on time, whilst also being kept informed by my advisor
My service was carried out on 26th May, 2018 - other than a wait that was ok. When I checked in was told of a recall, would I like that doing at same time? agreed. When picked up the car - no technician was qualified to do the work - bring back Sat
Very efficient service and car returned spotless
There is a persistent drip coming from the bottom of the offside front wheel arch of my car but you could not locate the cause of it (not so good). However you did reassure me that all the safety critical systems were checked and fine (good).
Stratstone Derby get 1 out of 10 as I was and am totally dissatisfied.The car was not ready at the agreed timeI was not informed of this hence turned up to collectI had to return home and arrange a later timeThe car was still not ready. Very poor
Had a long relationship with that particular company, their service is overseen by Mic, who has an exemplary standard, only once in 25+ years have I ever had to have a item corrected.
Despite my car being under warranty and despite being told by someone in the parts department that the locking bolt and key design was very poor & prone to breaking, when my locking bolt key broke (also permanently damaging a bolt) I was made to pay.
The customer service I receive at BMW Stratstone Derby is always of the utmost quality. All my concerns were addressed by Tom Smedley, the Service Team Leader. He is always very helpful and professional.
The dealership refused to reach any happy middle ground with me and Steven Stone actually said I should be please as have 'had 4 new wheels!'. How disgusting!
Service was brilliant. Erin was fantastic.The only thing I'm disappointed with is what ever cleaning chemicals you use for the wheels has corroded my bmw caps in the centre of the wheels.
Arrived on time at 10am asked to take a seat for a minute as they had to find a car it took over 15 minutes, asked for car back around 3pm left at 5-40pm Staff were rude unhelpful & frankly had limited knowledge just excuses - need more characters
very friendly and helpful
Thoroughly professional approach to the booking. Details of work explained both before and after work was carried out. Tom is brilliant in his manner and technique
Customer Service was fantastic especially Louise who really went extra mile
Friendly & professional care taken
M3 - Oil Service and 4 Tyre's Fitted.Had no problems at all, booked in by Erin Barry, very polite and very helpful.On the service day I Dealt with Tom Smedley, Very Professional and Knowledgeable, everything went very well, Full service and tyre's
Very poor service, kept waiting 15-20mins before being seen to. Car was supposed to be washed, settings on idrive wiped/ reset without permission or informed that this would happen.Over all I like the car, but the dealership experience was a poor.
They kept me informed about the car problem.
There was a delay in returning the car due to a technical fault.
They talked through all that was to be done also said that it was need for some extra that was included in the end of warranty service and agreed to keep it overnight and agree to have it ready for a certain time the next afternoon!
As mentioned above the process of booking in till picking my car up everyone was very helpful. I was rung when my car was ready and told that one horn wasn't working, which I had done before picking the car up. Coffee was offered while I was wating
Booking was easy. Told I would get price of service by email but this did not happen. Reception was good, well looked after. Given the price when asked. No video provided although this was listed as a benefit. £35 to fit a rear wiper blade is a joke.
I was told I needed 2new tyres and they would get a price for me. Never heard from anyone . Got the tyres else where.
Great communication and service from Tom Smedley.
Took three attempts to fix my car and the information from the service team was very poor or nothing
Excellent service as usual
As described above, fairly satisfied with the outcome but the communication, service and efficiency were definitely lacking.
Took my car BMW X5 into Stratstone Derby for 2 year service. I waited for the service to be done took about two and half hours to complete that was the time they told me.
Kept me informed throughout
Super staff, quick service. Nice surroundings too.
Very satisfied with service.
Very happy. Much better than Others including Sytner Leics. Stoke and even Chesterfield. That's why I go back
Welcoming and good communication
Our X3 was returned in pristine condition with clear explanations of the work carried out and recommendations. The video was clear, concise and it was also good to see the underneath of the car in full working order.
Did not solve the problem in fact it came back with more problems.
Reasons for aboveAlso booked for a oil change then told I need a vehicle inspection ar cost of £80Surely this should be freeThe email of vehicle check said it was free but charged for
No courtesy car but they wouldve been If I had waited another month for the service this is why I have given a score because the service was done but upset about the courtesy car that needs to be more available
Good service however I had to wait 5 mins to be served
Did not enjoy the experience at all. Did not feel I was taken seriously. Was not totally convinced by the work undertaken or the explanation given. A week into the service, only after a big moan, I receive a loan car. That was the highlight.
Overall it was fine but did cost more than I had anticipated
Although clearly quite new to the role, the attention to detail and the knowledge of protocol/procedure shown by Erin throughout was first class! However, I must say that I was a little disappointed with the overall result of the valet.
Car kept for a total of a week and returned after 6 days still not working.
As above, also no follow up call with the results of the cars visit. The car came in polished and was washed by the dealer removing the Polish!
One of the points in the correspondence video was that I needed to change the front two tyres as they were just below 5mm. The tyres are not dangerous or illegal and will not need changing for a long while given my low mileage.
Stratstone Derby unfortunately were unable to assist me when I first contacted them with fears over safety of the vehicle, however BMW Emergency Services collected the car and took it too Stratstone Derby who dealt with the issue within 48hrs.
Good communication and service, car was picked up from the house and delivered back within the desired timeframe. Car was nicely cleaned and washed.
The levels of communication and aftercare service are appalling. I was given misinformation regarding my previous finance agreement and mis-sold retro fitted parking sensors. It took the dealership 3 months to resolved with me constantly chasing up.
car was booked in for warranty check and managed to get service in same morning
I bought a service pack and obviously this was all advised. £800 and only 2 services, would have been less expensive paying for each service. I doubt I'll be buying this option again. Service was OK but not the advice for the service pack.
Friendly and easy
Excellent service given by Tom Smedley
Listened to the previous issues I had with my car and resolved it, also technician fully explained what the problem was and what they did to resolve it
As above, very pleased with the service. Very nice little extra touch was collecting my car and they had put the roof down (as the sun was out) ready for me - great example of knowing your customer and doing a little something extra.
Tom and Erin were excellent
I don't know what they could have done better.
The quality of the service was good but the communication on when the car would be ready was poor. I had to wait for an hour for the car to be finished even though I had an update call to confirm the car would br ready by 5pm at 3pm.
I have a very good working relationship with the sales representative Chris Whitmore
Everything was great however I noticed some small areas that had not been cleaned, inside areas of grill.
Because your sales person Ryan was professional and very knowledgeable
The purchase was quick and easy
Ben the salesman was brilliant from start to finish. Can't recommend enough. The score of 3 was due to being told the car was being delayed but I would still have to sell my car and sign finance on a car I hadn't seen as needed to go into April sale
Very straighrforward and met expectations.
My purchase was protracted (personal reasons) and your sales manager was patient and understanding.
good friendly sales7advice and support good
Efficient and very helpful
Kept informed all the way through the process