Stratstone - BMW Derby Avis 

Easy experience, works carried out exactly as planned.

Shocking service. Serious lack of communication between staff . Don't expect anyone to call or message you back even though they'll say they will. The most difficult process of buying a used car in my 30 plus years of buying cars. After an hour driving to collect the car I get a phone call telling me there's no one to take my payment for the car. Only to find out later that there is never anyone to take payment on a Saturday. Had the car delivered without the spare key. No problem they said we'll order a new one. A few weeks pass and find out they can't order it has to be the owner. A few weeks later they agree to send me the money so I can purchase one myself. 3 months in total I've waited for the money and they've sent me £200 when the cost from BMW is £326. I could make a long list of other complaints but have wasted enough time with Stratstone. Steer clear of Stratstone BMW Derby if you want a stress free smooth used car purchase.

Very good experience with my last service at Stratsone.
Really helpful member of the BMW team drive me to work and then picked me up at 4.00 pm.

Our experience with Stratstone, Derby was first rate. Wayne, in parti cular went above and beyond to help us find the perfect car.

Excellent customer service, long waiting times though.

Ella Pidgeon handled our booking in a friendly and efficient manner making it a positive experience.
Thank you.

Great experience customer service is brilliant and the breakfast bag when dropping off was a nice touch

I purchased a service pack with my vehicle. The first service was in 2020 and before the 3 year anniversary of my purchase, I took the vehicle into stratstone derby. A light had come on and I explained about the service pack and asked for the service and MOT to be done. The vehicle was under 3 years old and had less than 36k on the clock so it would appear that it met the criteria for its service.

I was charged £171 as I was told something wasn’t covered by the service. I assumed there must have been an exclusion in the sale agreement and paid it.

In April, lights started coming on in my car saying it was needing seen to and a service. I thought that someone must have failed to click the appropriate button to say that it had been serviced and made a mental note to speak to the dealership when I had a bit more time. I then got a call from the service team in May saying that it was needing a service. I explained that I had brought it in only in February for a service and she said that no service had been undertaken beyond responding to the light that had gone on and a service was needed. I said I had a service pack and she said that was now out of time. I explained that I had booked it in within 3 years and she said would I like to speak to someone. I said yes and she said that someone would get back to me but no one has.

I contacted bmw U.K. about this. I explained the situation and was told that someone would get back to me. Despite several weeks passing, no one has done so.

I have got every bit of paper that I received when I bought the car. I have looked through it in detail and there is nothing that should have prevented the service being undertaken when I requested it. I was not told at any point that stratstone would not honour the service.

My car is now showing red lights as it is saying the service is overdue. I have also raised this with BMW. Between the dealership and bmw U.K. I have been misled and despite repeated assurances that someone from sales would call me back, they never do.

Update: so I got a very prompt response on here from the customer services team asking me to contact them with details of my complaint. I did by return and they promised to pass it onto the relevant team. Despite repeated follow ups by myself saying I have had no response from that team and promises that they would chase a response, I have had nothing from them. Quite easy to promise a response to negative feedback but if it never materialises then it is an empty gesture

Shocking service

A few issues with communication initially over the 11 months of waiting and the order was partially incorrect on delivery but Aidan and his team was very professional, thorough and went above and beyond to put things right and as quickly as possible. Matt who was responsible for the hand over was flawless, courteous and explained everything in detail perfectly.

Overall an amazing service from a great team!

Great Service, Thank you

Came in to buy a car, spoke with Steve Johal. Brilliant service, couldn’t ask for any more. We have put a deposit down for the car. 👍🏾

Professional,friendly efficient service .

Great service. All staff pleasant and professional.

Chris Langham was very polite and easy to deal with,very clear and couldn't have performed any better, he deserves 5 stars,please thank him from me.

Very pleasant experience. Knowledgeable and efficient staff. Very welcoming.

Alloys were damaged during tyre fitting (accidents happen) but BMW Derby have not resolved the issue after almost 1month. I call or email every week but no response from anyone other than reception staff. I was also disappointed to not receive paperwork or receipt for fitting 4 new tyres despite asking. In addition, the new tyres were not programmed into the car and are not recognised by the Idrive system or the MyBMW app. I went to BMW for a better experience but otherwise I might have been better off at any cheap tyre fitter.

GREAT HOSPITALITY SHOWN BY COLIN GREAT SHOWROOM GREAT PEOPLE AND GREAT CAR

I had received a notice for factory recall to replace the EGR cooler at my local BMW dealer which is Stratstone Derby. When i took my car in there were no issues with anything. When i drove it away there was a warning light on for the EGR valve, this valve is part of the system that Stratstone mechanics had removed/replaced. whist they agreed to replace the valve with no labour cost i was still left with the cost of parts.
In brief, i drove a perfectly serviceable car into the garage and drove away with a faulty car. Whilst i have accepted the offer of paying for parts only i would never use this garage again as it is simply dishonest behaviour.
UPDATE after Stratstone response below. Stratstone should not be taking the feedback and looking at training their staff, they should be putting my car right after they broke it. I have submitted complaints with no response, i can only assume ti doesn't bother them to break customer cars and not put it right.