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Vehicle not ready on time.
Quick turnaround, car returned spotlessly clean
The car required a replacement horn under warranty. When booking I was assured they would have the part in stock. But as expected based on past experience, this was not the case and the car had to stay an extra day while the part was ordered.
My car was returned to me without the reported fault even being looked at. I was told work had been completed when it had not been. Having returned the car with a promise of it being fixed, it's been left sat doing nothing for almost a whole week!!
Car is still not right
Very satisfactory MOT and service Some difficulty fitting the service as only informed need for MOT shortly before due date and then there were very few available dates
Everything was very smoothly run.
I don't expect much from customer service in terms of the triviality of having to replace a punctured tyre but my experience was very poor and felt like I was an inconvenience rather than a valued customer who has owned several BMW cars in the past.
Work done within time frame agreed and was kept up to date throughout the process
I had booked an i3 test drive to while away the time but nobody was seemingly booked to give me the experience.. Beth was helpful but when the sales guy said that he had to check the car to ensure it had adequate fuel I fell about laughing.
The service team on this occasion were very helpful.
took car as agreed work was done car was cleaned staff dealings good no problems
The service provided i was happy with. The information/reason behind the issues found i was not happy with.
Did have to wait around for quite a time - my courtesy car wasn't ready and had to be delivered to me so I had wasted trip. The repair costs are eye wateringly expensive! All staff were incredibly nice and helpful particularly Matt.
Took a long time to get my car in for its service. Great that they picked up and returned the car to me at home, but a bit lacking at handover. Not sure that the service has been recorded on the car - when I looked recently it didn't seem to show?
They listened and answered my questions. Reassured me and gave me peace of mind. They provided a decent curtesy car which I was impressed with. The matched my MOT Quotation with no fuss.
Apart from negative comments in previous question, generally staff we encountered were friendly and approachable. Service on the day was completed within timescales we agreed.
Technicians and workshop manager failed to diagnose the fault.
I was disappointed that within a day of having the car serviced, the low level washer warning light came on and when I switch the ignition on, the display reads that the car needs servicing in August 2019 !!! Rather concerned to say the least !
My issue was fixed, on time, with the minimum of inconvenience to me.
everything was completed and recorded on the job sheet then explained thoroughly by the service rep. The car was then cleaned thoroughly.
Everything dealt with very well from start to finish
Work done to time and as expected. Courtesy car provided and enabled me to try the new 3 series
Louise was very helpful
Very helpful at doing the work required when it was convenient to me
Needed to contact Stratstone to obtain all progress reports, was never contacted directly. No detail of work carried out other than verbal comments from Ellie at collection. Cameras left with wires hanging, satnav unusable at present, needs password
You overcharged me by 40% on a new tyre.
No problems whatsoever and the video provided indicated the high level of attention to detail
As a mobility customer felt I should have been offered a courtesy car.
Despite being given a time to collect vehicle, it was not ready at that time. Required a further wait in service reception, though only 15 minutes.
ALL GOOD FROM START TO FINISH
The work is carried out without fuss and as quickly as possible so that I can carry on with my day. If further issues come in to play, they are dealt with too.
Efficient and smoothly dealt with
Everything was excellent
No one around to speak to on a Saturday, reception told us they only have Skelton staff on at weekends!! Waited 20 mins before leaving.
When the vehicle was presented by me, I was fully informed what would be done and roughly how long it would take, I told them to keep the car until the fault was rectified. On collection, the staff were excellent in all aspects and the car was fixed
Because they did exactly what they said they would do in a quick and effiant way.
Because they did not deal with the issues on the vehicle and were only too happy to see me walk out the door and take my problem elsewhere.
The work always gets done, the car always works perfectly
The staff in the service could not have been more helpful. I was delighted by the help given. Well done!
Car had not been cleaned or valeted so had to wait for 45 mins car washed but not valeted and the wash was not particularly finished off to s good standard
Was telephoned with the option of getting replacement tyres and brakes done whilst the car was in for its MOT. I could have waited a little, but decided to go ahead.
The service experience was good, including a courtesy car, and would have received 5 stars, but the service department forgot to phone me to let me know my car was ready to collect
Easy to deal with, kept informed, helpful staff ( Matt )
When as a consumer, when my requirements were made very clear , the service centre only protected their best interest.
Steve Brewster is an excellent salesman, easy to deal with and willing to negotiate
A lot of waiting around to speak to someone in the Derby Stratstone showroom which is a negative and requests for callbacks not fulfilled but the positive is that once you were attended to? the sales persons were very polite, helpful and courteous.
Specifically asked for Car Play feature and the care does not have it. Petrol car ordered vs diesel. I picked up on that mistake. Multiple promises that I would be contacted after collection to see if they can retrofit, no further contact made.
The staff who dealt with me were very professional and personable. These were: Steve Brewster and Alexandria Barr. Many thanks to them both.
We were led to believe that electric folding external mirrors was included on the vehicle was standard,this was borne out by the fact that the mirrors are shown on the specification sheet on BMW site Big disappointment not having them.
Our 3rd or 4th car bought new from this dealership and overall, a welcoming and positive buying experience which flowed to our satisfaction
The main issue was the lack of communication and that when the person looking after my car left the handover hadn't seemed to have happened properly. Alex who looked after us in the later weeks has been excellent though.
From the time of enquiry to receiving the vehicle, Steve Brewster was extremely helpful and made the whole process easy to understand. The service was delivered in a professional manner with all steps explained fully from start to handover.
Everyone from the receptionist to the person who does the final handover treats you as someone important making it an extremely special experience for the purchaser.
still not got a car
Never felt that I was being listened to. It just seemed a sales target exercise. Ironically, if I had just waited for one of the marketed events I would have had a much better deal.
I got my car 4 days late to the agreed date but the car was worth the wait
Care and attention taken to address my needs
The car was presented in awful condition with swirl marks & scratches over it. I rejected the car & it had to be taken off site to be re detailed. When it came back for a second time there was paint missing from the rear section of the door
Poor communication. Requested specification of car not as ordered. Too many people involved in purchase, handover and queries (eight different people!)