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Poor after sales. This is my second car and when there is an issue stratstone are slow to deal with the issues. Sales staff not communicate, eg when customers are stranded without a vehicle.
My car wasn't cleaned and normally this is offered.
Once the car was damaged I was then booked in originally for a bank holiday only to get a phone call a few days before advising that they was shut on this date. I was then offered a date weeks away ( not enough characters for full story??)
Car was repaired on 2nd occasion. All appears to be ok at the moment
Very long queue (1 month) to get the car repaired. The car was partially repaired as the problem was not fixed completely. Very good and fast in providing courtesy car avoiding further disruption.
Friendly and efficient staff, nice environment. Easy to book and clear communication of any issues or if rectification work required.
Kept me informed
Whilst having the service, I decided to have 4 new Michelin tyres fitted, upon arriving home, I was not too pleased to find that the double sided tape used to secure the previous balancing weights had not been removed
Petrol cap issue where it doesn't open when needed and still having issues intermittently
I was booked for courtesy car, when I arrived was told vehicle will be ready in 40 mins if I waited. It took 2 hours
The service team was quite difficult to get into contact with when i had a couple of questions about when my car would be ready. I only ever spoke to my dedicated service advisor once, 90% of the time i was put through to other people who didn't know
Lack of communication before I brought the car in for service. Booked about four weeks in advance, told I could wait for the car whilst it had its first service and so didn't need a courtesy car, On the day I was then told they needed it for the day.
Vehicle service completed within the time ,washed and cleaned in side.
Local Dealer - very good
Sophie was excellent in keeping me updated on my car during the day!
I was without my car for 3 months
Extremely poor treatment and lack communication.
a little feedback on the state of the car would've been nice - anything to look out for next time?
Had already paid upfront in full for the 2 year service plan prior to this service but at time of collecting my car there was no record of this this with the garage. Not good!
Work was done quickly,and we were well looked after while we waited.
People running around doing nothing. Promises not kept. Waiting long time as told to sit until someone available than serving people who queue at desks
I had problems with my car it had a fault but was derivable. I called to book it in and was given about 7 weeks wait. I said i dont think it will last that long. Sure enough it went into limp mode about 4 weeks later. BMW assist was excellent .....
See above. Seems BMW dealers are having real issues due to the cash rich nature if the recall work and long term customers are suffering. The front of house staff were excellent. The service manager was more interested in hiding behind his desk.
good service and customer care
I was made to pay £60 for a vehicle service check, meant to top up fluids, car warning for low washer fluid level was showing when taken in and when picked up so hadn't been topped up. Also my pristine engine bay was covered in dust after the service
Attended to promptly and brilliant customer sevice.
Slow service, took 4.5 hours for a service when I had booked a 2 hour sit and wait slot. Miscommunication and rudeness of staff.
The dealer never returns my calls and has been supposedly trying to fix my idrive failure for 8 weeks.
For a recent repair to the car we book it in to discover on the day that the wrong part had been ordered so a second appointment had to be made for the following week. At the second visit again the part required was not on site, upon further input o
Took car in for servicing and on two occasions the car was returned to me without having had the service interval reset. I then inevitably questioned quality control and how many other items were "ticked off" as having been completed but were not.
Had to return to dealer as the service light had not been reset.
felt looked after from the moment I arrived
45 minute wait to drop off car, service person didn't have the information on work to be completed 75 minute wait to collect car Work hadn't been done, so need to re-book No response to phone call, had to follow up a week later
Kept trying to get in contact with the sales associate. This proved to be unsuccessful. Appears as though you have no interest in actually selling the car. Not entirely sure why I received this survey because I ended up purchasing another car.
kept waiting when i went to drop the car off , not very good when i travelled from Lichfield and wanted to drop and go .Then no message to say when car would be ready , i had to phone and find out , after the agreed time , it was 2 hrs after .
I have had both my wife's BMW and my own serviced at Derby in last few weeks. There are not enough characters available here for me to cover the problems and lack of satisfactory service I found, but I will not be returning there.
Damaged paint, terrible courtesy car.
Parking problems. Over ran on the time taken Hoovered inside car , forgot boot
Personal service of Louise Secchi
Booked in for service 2 hour wait slot 7 hours later. Not good enough
Fixed my radio speaker fault and did service
Literally nothing to fault, fantastic service.
Not made to feel welcome shocking service for a premium brand
I couldn't find anywhere to park there were cars everywhere, so a very bad experience before I even got in the door. This is the nearest dealership to me and I am thinking twice about taking it there next time, but this would be a great inconvenience
Vehicle was due for service 01 Jan 19. As we were due to be away for two months we contacted BMW and were told to bring the vehicle in before we left the UK. Arranged a date in Dec 2018. On arrival were told to bring it back in 2019. A wasted journey
Same as above. Wheel lock nut key was lost, and i shouldn't have to call 4 or 5 times to voice my concerns and still nothing has been done.
Still awaiting call from Mr Stone, service manager at Stratstone Derby
I am STILL awaiting a spare key I have telephoned numerous times now and nothing is getting sorted!! Leon fisher ordered this key prior to leaving and I still have heard nothing. I have spoke to Alex a couple of times and last time i telephoned last
Poor follow up care to issue raised
Quite often staff are openly moaning about work and they were understaffed so a lot of waiting around
Lack of information that was shared regarding my car and on the two occasions that my car was with BMW for service & fix, my computer still has not been updated to say that it has been serviced. and I have also now a low engine oil light on.
still waiting for quote
There was no loan car available on the day even after I specifically booked a day to secure one. I was kept waiting unnecessarily at service check in when I should have been able simply to leave the keys. Poor service!
Nothing to complain about
The lady l went to the the service desk was professional and dealt with any questions with a smile.
Problems identified with inability to read key fobs still outstanding. Also, it took too long to drop my car off in the morning.
Tried to cancel service the day before due to staff shortages. Not my problem.
Almost everything was serviced apart from the problem with the windscreen washers.
Following the service we now have an alert on the car which states service due in 3000 miles
Because of going over the limit due to Stratstone's inability to get me an appointment within 6 weeks of ringing up, i was told that the Three year service pack that i was so enthusiastically sold had run out after two years. That is a disgrace.
They don't answer the phone, you have to go to the showroom to be seen & then you are always made to wait even if is empty. Poor workmanship from Mechanics & don't let them wash your car! Management not interested in your views of the poor service.
Lack of attention, dealer just interested in getting lots of cars in for maximum profits leaving customers waiting for cars, stressing staff out, nobody knows what's going on. Queues of people. No parking for customers, cars left all over the place.
Because of the lack of courtesy car, I had to cancel meetings with my customers, adversely effecting my business.
The only complaint I have is that the courtesy car smelt really badly of smoke and from a non smoker it was not pleasant to drive.
Friendly efficient service
Service was horrendous. They didn't accept my reason for fault on speaker in car. Also they fucking scratched my car rear number by parking it into another car
Pleasant and efficient dealing.
My phone calls were not returned. On complaining the response I got was
Received friendly professional service and great deal from Stratstone Derby
Steve was a pleasure to deal with
I felt they allways tried to be helpful.
After viewing the car whilst processing the paperwork the car was left unlocked and other customers were sat in the vehicle, as a hoist was fitted to the car we should of been informed to leave my wheelchair so the fitter could set up the hoist
This automatic car has restored our faith in the product having been very disappointed in the manual version we bought a couple of months ago.
The whole workflow with Stratstone has changed - too many people now involved and a huge gap in continuity of agreement/ knowledge just compromised as a consequence.... The original vehicle which we'd paid a deposit on was sold; got car no.3. etc..
There were regular updates which was good. The tracker fitting turned out to be more complicated than expected (parts not available etc.) but despite that everything was ok and we were well supported with our enquiries.
Brilliant experience, sales men who listened to exactly what I wanted and then delivered that car. Also the hand over process was good as I didn't feel rushed
The customer service was appalling. The initial sale was fine but after that they just didn't care about us. Phone calls were rarely answered and if they were, never got through to the right person. Only way to get info was to walk into dealer!!
As above in question 1. Since going for a high brand such as BMW I thought I would receive top rate experience however the communication between members of the team was incredibly poor and it therefore made the experience not great.
Sometimes can be difficult to get hold of the sales team but this was before the new plate release.
The handover was disrupted by the number of parallel handovers and the chronic lack of parking space at the centre. The actual sales process was very good, the sales staff being very patient and helpful while we chose the colour scheme.
It was okay
As I had not driven an automatic car before the hand over lady took us out for a test run in our new car. To say she was extremely patient is an understatement. She was very tolerant and nothing was too much trouble for her.
Staff and overall experience very good
Please see answer above plus Zach Gundry, the BMW sales team leader took personal charge of my purchase and he is an exceptional young man
They eventually delivered the vehicle I had ordered, however it took 8 months and 3 orders for them to get it right!
Sales personnel at the centre made a mess of my original choice of vehicle, colour and specifercation.
Slightly went over the twelve week wait time 10 days over