Stratstone - BMW Derby Opiniões 

Picked my car today after egr recall. When sat in the car heard some water swooshing sound coming through the air vents, but didn't pay much attention(my bad). After 20miles stopped on the way to work to find out that these cowboys didn't even topped up coolant which was bellow minimum🤬 Not talking about that correct procedure was to drain the system and refill with fresh coolant + bleeding and they didn't even managed to top up🙈 Back in November they broke my front bumper splitter when doing egr cooler replacement too but tried to hide it and never mentioned it🙈 Can't believe this🙈

Update: Went back today and the car was taken back to the workshop. Got back my keys after 10mins max. I've asked what was done to the car? And turns out that they just topped up coolant and thats it. Finally managed to speak to mechanic which was full of s.... excuses but one killed me when I asked him how did you let the car out of your workshop without checking coolant level which was under minimum? He replied: it was on Max...

Extremely unprofessional and poor customer service received. A quote was given for work on my car which I accepted but this was then quickly withdrawn as apparently it was the wrong paperwork/ quote. I emailed several times without a response but eventually a response 1 week later just acknowledging their error. I also requested a valuation on my vehicle as I hope to upgrade soon but this was never followed up. BMW is a high end brand which I would expect better of, I will not be dealing with or recommending Stratstone Derby in the future.

Was a little apprehensive about my visit to Stratstone BMW Derby after a few hiccups arranging the recall for my X5. I was contacted by Marley a few days before my appointment who was precise, to the point and had a nice telephone manner. I turned up on the day and everything went really well. My car was looked after impeccably and the recall work was done without any issues. Marley contacted me in the afternoon to give me an update on how the recall had gone, and I collected it later all clean and valeted which was a nice touch. I would highly recommend the Stratstone staff who were all helpful, friendly and efficient. Marley is particularly worthy of praise and is a credit to the Stratstone company. Thank you.

I have been persisting with Stratstone Derby for some time now after a number of unpleasant experiences. I believe that everyone should have a chance to redeem themselves.

I was told to bring my car in for a health check and it would be done straight. I waited 3 and a half hours before chasing.

At the same time I asked for a valuation on the car which never happened but I did get a call from the VIP team. Told him what i wanted etc but never came back so I chased then still didnt come back.

Wont be using again - Using Sytner going forward

If only I could give zero stars!

Thought I would try one more time to see if Stratstone BMW had improved - wanted a simple quote for some maintenance work.

Endless phone calls, mostly unanswered over many days. When I did speak to them and eventually got a quote the price was 50% more than any other BMW main dealer in the area. Queried it and told it was correct but would call back - they never did. Even was 25% more than BMW Stratstone's own website!

I have now decided to take my business to a local BMW specialist working to the same standards and BMW parts for circa 50% of BMW Stratstone price where nothing is too much trouble and they remember who you are when interacting and do call back! This is how things should be, not the BMW Stratstone way of battling to do business or get a quote!

I would suggest gaining true feedback from customers and trying to improve as many people I speak to dont want to deal with you due to poor customer service! I echo that fully.

I wont be using the service again!

I recently purchased my new car and I must stress the whole process was as smooth as possible especially with the professionalism of sales staff with all aspects regarding the vehicle .
I would also like to mention Louise in the sales team who was extremely helpful and committed to providing me with the best service.
Excellent customer satisfaction.
Dinesh

I have tried to avoid this action but now been forced into a corner. I have never been treated with such contempt from a business that created a problem of their own making, which put my family safety at risk.

I have tried to engage in communication between Stratstone Derby & Evans Halshaw, through their complaint procedure, but to be ignored at every attempt from the initial problem.

Summary In Brief
• Car called in for recall
• Complimentary Health Check Undertaken
• Identified differential Oil Leak at the rear
• Authorised Repair
• On collecting Car – Initially it did not feel right, this got deteriorated over a 3-day period. Road Handling, Braking Issues, screeching when turning corners and going around Roundabouts and finally loud knocking

Bearing in mind I had been driving up and down the motorway during that period

On returning the car as requested by Derby Stratstone, it was the most frightening experience I ever had in my life, driving any car

Root Cause
• BMW accepted liability – Apparent their technician did not tighten a nut / bolt – Something dropped onto the hub, - Parts I can remember they said was replaced. New Hub, New Differential Shaft New Bearing, etc. etc. to a cost of £1900 – Stated no cost to me and provided a courtesy car. Held my car for 10 days (Inc Weekends)
• I requested the Job sheet to fully understand the root cause and repair undertaken – Which they said they would provide – Still waiting
• I request Warranty on the Job / parts they said they replaced – That was declined because I did not pay for it. What is that got to do with anything!!! I refused to accept that- management said they would get back to me – I am still waiting
• I told them I had fear in the new work undertaken. He assured me it has been done to the highest standard. They would give me a call in a week for an update and check on my wellbeing. I am still waiting

I challenge anybody if they believe my requests were unreasonable

Due to Derby Stratstone lacklustre approach. I did not get my full confidence back for about 3 weeks. I decided to get the AA to check out the repair at my own cost as in my head I was hearing all kind of noises

This could have been avoided!!

Conclusion
During the 10 days of waiting repair. I phoned for updates / status. I got not in office, in a meeting, will call you back, which never happened until near the very end, when I was given a 4-minute call and was promised the car back on a Friday but got it delayed to the following Monday

Stratstone Derby is a Dealership, therefore the customers expectation is nothing short of trained technicians of the highest caliber and a Quality procedure in place for high-risk jobs. This is an internal problem that you MUST address

Lessons Learnt for BMW
Having a duty of care / respect for your Customers and COMMUNICATION – This could have gone a long way

I will not accept your standard response for negative reviews. If you have any interest in resolving this situation you will contact me

I am hoping I will not have to look at other options to highlight this kind of situation

Excellent customer service in a relaxed, friendly atmosphere.
Many thanks to Wayne S 😊! Absolutely fantastic person to deal with, nothing was too much trouble. Explained each step and kept in contact with updates. Overall a really good, stress-free experience. Definitely recommend. Thanks again 😊

Went in for a service with my vehicle and after purchasing my car through them I was really happy initially with everything they did and the customer service. I however think out of the entire branch the one area that lets that entire team down is the service team. On a number of occasions now we have asked to set up a service plan and it’s the same story, oh we will get someone to
Give you a call. Never had any info and you try call and no one ever answers the phones. You try then ring another phone just to tell them that the service team don’t answer. I get they have a job to do but try been on a phone for 45 mins with no one answering! To make matters worse my car has been for a service we where given a car to drive for the day to find it has only 2000 miles and it was nice little thing but the inside was disgraceful so much so my husband decided to hoover it out before we went out anywhere he said he also found chewing gum down the side of the seat ! after my car was ready and they had cleaned the outside I came home to hoover out the car to find oil on my mats, after calling them to complain about it I am still waiting and it has now been over week! Still waiting to get a call back. I called on the day of the service ????? I did also ring last week on wed to chase this up and still no one has contacted me. My car maybe second hand but I certainly look after my car and pay a lot each month as I love my car yet the person who did my service didn’t think or could be bothered to put the covers down to protect my interior. My advice don’t use the service side at bmw.

I booked my car in for service at stratstone derby over the phone with a lady called carol. She told me the price, I asked for an email confirmation which I didn’t get. On the day of the service, the service manager told it would be £60 more than quoted. I challenged this and the original person denied she’d quoted the price I that I had been given. The phone calls are recorded so I asked them to listen to the recording. They conceded I was right and charged me the originally quoted price. This is the second time this has happened to me at Stratstone derby. I will say the service manager on the day of the service was great, polite and communicative.

I arrived early to Stratstone BMW Derby and waited in the car for the service team to arrive. I was approached by a gentleman moving the cars to the service area, who asked me if I was okay, and he offered to take me to a location within the showroom where I could wait and work. This gentleman made me a coffee and offered me snacks and he was totally amazing in his politeness and care for the customer.

absolute joke of a company i had paid a £100 deposit to them to secure a 5 series to be told when i called up that the car was already sold, i then requested my deposit back to be told i needed to call BMW directly to get my money back which i did, BMW then told me Strastone are the ones to give me my deposit back, now after multiple emails and phone calls and empty promises 2 months later i still have not received the payment back and have now had to result in contacting my bank to recall the payment.
absolute joke of a company

Today, I brought my 440i in for an Oil Service and specifically requested a check on the fuses due to both Daytime Running Lights (DRLs) malfunctioning. After a 5-hour wait, Craig informed me that my car was ready for pickup. However, the DRLs issue remained unaddressed. When I pointed out the probable fuse replacement, Craig mentioned an additional fee for the investigation. This was perplexing, especially since my car was scheduled for a 2 pm pickup, and it was already 3:20 pm.

Upon arriving at the service center at 3:40 pm, I faced a 30-minute delay just to settle the bill and collect my keys.

Furthermore, I was directed to speak with Craig. After waiting for about 10 minutes post his previous customer's departure, I approached him myself, interrupting his casual conversation with colleagues.

Stratstone Derby kept my car there for 2 weeks for a relatively minor problem. The way my case was handled was appalling, staff were not responsive, no response was provided to my e-mails and phone calls, no proper quotation was provided, it was just a shocking experience for me. Avoid at any cost

Friendly non-pushy staff. Talk to you on a level and respect your decisions. Shahin was brilliant, he provided me with all the information I needed to remotely buy my BMW. The quality of the car was exceptional and I am very happy with the service.

My experience with bmw was amazing 👍 my partner and I met Matt Shevloff the sales man and was brilliant. Matt was on my planet and got me to understand in simple language. Friendly (I suffer anxiety) funny and made me feel completely at ease got me and my partner who is hard of hearing to to buy our first new Electric BMW no pressure whatsoever what a breeze thank you Matt😍👍

I came to the dealership to view a car that was told was on site only to find an employee had gone on holiday in it. Wanted to look at a M3 on forecourt only to be told they could not find the keys. So a total waste of time.
Was subsequently told the gran coupe would be available in a couple of days. Never happened as the employee never contacted the office and the salesman never responded to any of my 6 calls.
Are stratstone really that ineffective, it beggars belief. I ended up buying from a dealer in Scotland whose level of service and care and attention is what Stratstone should be providing
Bad show on Danny the salesman

AWFUL- Make a disabled person sit and wait over 4 hours in the public showroom without a courtesy car despite booking appt months earlier and needing a car and requesting one. Purchased a car in January and once they have the sale/money, aftercare is zero! Car needed MOT/Warranty Check and brake fluid service and booked several months in advance for a courtesy car due to disabilities and none apparently available despite booking so far in advance and many requests/calls. Car booked in for a 6 hour slot and I have had to sit in the show room over 4 hours waiting as I have disabilities and they cannot provide a car to help me despite only purchasing the car this year. I have had 3 stressful months of trying to sort out the booking with no one returning calls on prices but promising calls back. Complaints have been made on the phone direct to Derby and several via the stratstone Reputation online ticket system and no response at all from either. They do NOT care for customers especially disabled ones. They blame the customers experience on staffing issues, they have had to get rid of poor staff and are training new staff and it has been like this for the past 3 months. Awful experience especially if you have disabilities. Although I found it quieter in mini section waiting for hours , it was still noisy and exhausting for over 4 hours sat waiting with my disabilities. DO NOT Recommend to anyone especially disabled customers and very poor service from an apparent premium brand. Was stuck to use this garage as it was part of the sale that I got the MOT done there. AVOID. It is not acceptable to treat customers like this especially disabled ones who struggle with health issues

This is the only showroom after visiting Renault and Land Rover we’re I was made to feel a if I was a tramp as soon as walking threw the door I was looked up and down by the two receptionist who then both started to laugh and giggle between them selfs very disappointed with the way I was welcomed

Stratstone Derby BMW... Please don't use this dealership for your car services... They will just take you for granted... I had a very bad experience here in this BMW Stratstone Derby... Very bad service and not recommended whatsoever... Disgusting!