Stratstone - BMW Derby Bewertungen 

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!

I have been trying to book my car in for a service for 2 weeks, been promised a call back at least twice and called at least 3 times without requesting a call back.

I wouldn’t normally write reviews but after poor service on two other occasions from this site I wonder what has happened; they used to be excellent.

I have been unable to get hold of anyone to add a brake fluid change to an existing booking at Stratstone BMW Derby. The dealership provided me with an email address to contact them on, but this turned out to be just a centralised BMW email. The people there did contact the dealership on my behalf and said the dealership would call me. That was 10 days ago and I have heard nothing. I still don't know if I have a booking or not.

That's what you asked me to do last time and I still heard nothing back.

Had an issue of my own making with the car and called bmw derby having previously never used them at all.
Spoke to Ella she said bob in we will have a look.
The technician looked and said what the issue was and arranged for the parts to be delivered.
Ella was very helpful and is a credit to BMW Derby i wish all customer interaction was as good , well done you I will stay with Bmw just for that experience as simple as that
Thanks

I visited BMW Stratstone Derby back in March 2023.

I was interested in purchasing a BMW 330e. To begin with the service was great and very friendly and helpful.

I test drove a few cars, in the end I had one shipped over from another branch, having paid £250.00 to reserve the vehicle and purchase if I was happy with it.

The car arrived and we made the journey up to test drive it, I was excited, however, upon test driving the car I noticed what appeared to be a crack in the infotainment touch screen, upon further investigation it turned out to be a scratch, a deep one.

I reported this to the salesman and they got both their manager and an engineer from the mechanical/servicing team to have a look. They all assured me it was ok and wouldn't worsen despite my concerns about potholes and bumps potentially causing it to develop further and shatter entirely.
I was told they wouldn't be replacing the touchscreen / infotainment system as they "don't make much profit from used car sales"... I decided to leave it with them as they gave me three options, 1 replace the screen, 2 source a different vehicle or 3 give me a refund.

...9 days later, I managed to speak to the salesman (this was after calling them 4 times, leaving voicemails and messages and having to put in a written complaint to their head office formally requesting my deposit back) ...

The salesman informed me that they were apparently replacing the screen... (after I had received my deposit) salesman then said that if I didn't put the deposit back down, they won't replace the screen...so which is it? You are either replacing the screen or you aren't?

Waited to hear back from the manager (Matt) returned his call twice.... never received a call back.

Needless to say I decided to walk away and have since purchased a BMW elsewhere... and their service was impeccable! I would never ever go back here again.

Disgraceful service.

Done a deal with a trade in end of January it took the 3 months to settle the small outstanding finance with BMW financial services , they also wanted an £250 deposit although the net deposit was over £13 k because I had no V5 at that time , they had the V5 within 1 week and as of yet still not refunded the £250 deposit despite numerous requests. To sum up avoid at all costs go to another franchise as I can see with reviews from others I was not alone.