Stratstone - Land Rover Milton Keynes Avis 

In 3 times for the same issue and still not resolved. Especially annoying as they caused the issue in the first place.

The Service department doesn't answer the phone, its not unusual for you to be on hold for 20 or 30 minutes. They don't respond to emails either.

Begin to communicate with customers and not make the experience poor

Great Service for someone driving an old range!

My experience was particularly disappointing due to the unprofessional conduct of your customer service advisor. I've been advised by the service advisor that the lower suspension arms and timing belt needed replacement.

While reviewing the vehicle's service history, I noticed that the cam belt had been replaced in November 2023. When I asked the service advisor whether the cam belt and timing belt were the same, he initially denied it. However, after consulting a technician, he confirmed they were indeed the same. I then raised the concern that if the timing/cam belt was replaced a year ago and is now defective, it should be covered under warranty and replaced at no cost. Additionally, I expressed my apprehension about potentially paying for unnecessary repairs due to an inaccurate report or defective part under warranty.

Instead of addressing my concerns professionally, the service advisor, however, continued to be dismissive and rude. He began raising his voice and responded aggressively when I addressed him politely as "my dear," —a term I believed to be polite—he responded aggressively, "I am not your dear, call me Mr. XXX." While English is not my first language, I intended the term "my dear" to be a polite and friendly expression. His reaction was unnecessary and unprofessional, making an already uncomfortable interaction worse, as no disrespect was intended.

Recognizing that the conversation was unproductive, I chose to conclude it and agreed to bring the vehicle back for further inspection, solely to leave the premises.

Call day beforehand from Suki helped to know who I was seeing the next morning. All aspects were explained to me when I dropped the car off which was helpful.

Very easy to book and drop of, all ready to take in when you get there and decent coffee as well!!

A very professional and efficient service given by the Jaguar team at MK.

The person who attended to me was extremely helpful

Excellent service from our first enquiry with Sennan, to Keir, Dominic and collection with Damien.
The whole experience was perfect, the day we collected our car, it was on a turntable, Sennan was cheering and clapping. Wow!! Damien dealt with the paperwork very efficiently, all staff were very professional. Thank you for making buying our new car so special.

Very poor service. When I first booked here for a warranty repair of an I-Pace they had no courtesy car for my booking (even though I had waited 8 weeks to get a courtesy car and the call the night before confirmed I had one). I then had to rebook for this to take place.

My most recent visit - diagnostics happened and was told the part needed to be ordered and painted. I booked for 8 weeks time and upon arriving car was checked in and courtesy car provided (was told I could get an electric but instead got a diesel). Upon arriving home (a few hours later) had a call to say the part was not painted and would take a few days to be done (this was a small parking sensor). I was out of town on work 3/4 days later so was told the courtesy car was only booked for two days. I booked for three weeks later and has now been resolved.

Throughout the second occasion on no less than 5 instances I was told a manager would contact me. The reasons I have been given so far are:

*"The manager's have restructured so their hours have been reduced"

*"The managers are in back to back meetings" - been told this three times

*"The manager's don't work weekends. I can get a sales manager but they can't help" (this was after I had drive an hour round trip for a failed visit at their fault.

So far...still waiting...this management team but be the busiest in the country - or don't appreciate the custom.

Either way...very poor all round.

**UPDATE ON RESPONSE**

I appreciate your reply however I am not going to do your job in correcting poor customer service!

car promptly booked in, car came back valeted. Kept informed of cars progress via link and tel call when completed

Work completed did not solve problem even though paid for diagnostics first

I took my car in for repair and I was attended to by Sukvinder. I found Sukvinder very pleasant and professional. I was in and out in no time.

Great service and wonderful customer service

Range Rover Evoque Experience
I owed my Range Rover for 11 months before it broke down as it needed a camshaft replacement. The car was then sat in Range Rover for 6 months whilst waiting for a replacement part. During this time I received very little updates and no ideas on how long i would be without my car.

Once i received my car back i filed for compensation as i was left out of pocket for the experience. After 2 months of emailing back and forth JLR offered me a extremely low offer with no room for change. One month later and i am still waiting for any information on when i receive my compensation.

Poor customer service. I was told my car was to be repaired and given back at the end of the day so I based myself from my Milton Keynes office for the day at work only to be called at 3.20pm that I was not going to receive my car and no courtesy car would be provided. I was then told if I agreed to allowing Stratstone Land Rover MK to open my car door being repaired via a secondary method which Strastone MK informed me of (my car door handle was damaged) I would have to give consent and if it went wrong I was liable for it!

I had no choice but to give this as the car was given in for this very repair. Once given I was told by the service rep he would call me to let me know if the car would repaired before 5pm for me to drive home. I waited until 5.30pm and received no call and was stranded in my office without a car and no lift home.

I then waited 2 working hours the next morning (Stratstone MK opens at 8am) and waited until 11am to call myself regarding the update of my vehicle as the service rep had not bothered calling me! I was then told that the door handle required more time, 5-7 days which I agreed to on the basis that i would receive a courtesy car so that I could take my 12 month old daughter to her appointments. I was refused and the service rep said he could do nothing at all to offer me a replacement vehicle. He offered no solution at all except that the service engineer could give my car back to me.

The level of service, solutions offered, the clarity on what was happening was the worst service levels I have ever received from Land Rover or any organisation for that matter. My wife and I as well as our family have been buying Land Rovers for many years and to be treated like this was shocking. The distress and massive inconvenience I went through especially being stranded away from home and not being informed of if my car was ready was appalling.

I called the service rep again and this time I asked him to clarify exactly what he could do for me given I would be left without a car. It was only after serious questioning that I guided him to some clarity myself that the car would be fixed to a certain point in which I could drive and the door handle would open and close, however the car would need to be booked in for realignment at a body shop at a later date. The service rep couldn’t clearly explain this from the offset causing much distress. His lack of solutions, poor service and time management caused many issues. I will never use Stratstone Milton Keynes for my vehicle ever again after this and will not be a promoter of it to any of my family members.

Forgot to mention, on the second day I called Stratstone Landrover MK and no one from the service team answered, a common feature every time I have called. My call was redirected to another Land Rover centre. The day before as I was dissatisfied with the service and that my car had not been fixed on time as informed it would be I requested to speak to a manager. The service rep clearly mentioned to me on the recorded call that there was no manager available until Thursday. I raised a complaint which to this day I still have not heard back from. When I spoke with the other Land Rover centre they informed me that there was a manger working on that day (Tuesday) and gave me the name. So the service rep was clearly lying. I asked him to pass me to any manager of any department as I wished to speak to someone more senior than himself but he lied by saying there was no manager in. I then proceeded to say I wanted to speak to someone covering the manager who was on annual leave but then told that manager was also on annual leave. Check the recorded call! However I was told that there was a manager working by the person from the other call centre who checked some kind of roster. Your service staff was telling lies most likely to protect himself from a complaint and for his ineptness and lack of service.

My complaint is still outstanding and has not been resolved. If I do not hear from the back of this review I will take this matter/complaint to the relevant body and raise it there for it to be resolved!!

Stratstone Milton Keynes = Worst Land Rover centre! Never again!

Jess Catterall was very helpful, professional & a pleasure to deal with !!

Easy service, drive in; friendly staff

Stratstone carried out my repair with excellent efficiency. The staff were friendly and efficient.

Friendly and efficient staff, good environment to wait in, quite the enjoyable morning out.👍