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5.0SERVICE
4.0Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.
432 ratings and 230 comments received in the last 90 days.
18 April 2025
My BMW sales consultant Stephen Spalding provided a seamless experience.
14 April 2025
No complaints
08 April 2025
I had no issues at all
07 April 2025
Luke Wilkinson could not have been more accommodating
07 April 2025
Excellent service and handover from the the sales person at the dealership who has been excellent through out the whole process from my initial interest in the car until delivery of the vehicle.
06 April 2025
Very easy to deal with
06 April 2025
Great service
06 April 2025
Easy to use and very friendly. Very welcoming when I went to pick up my new car.
03 April 2025
Very satisfied. From choosing my new car, to updates on its build progress, to finally receiving it, the experience has been top notch. A big thank you to Stephen Spalding and the team.
03 April 2025
Sam made the whole purchase experience a pleasure and kept in touch with me at every step between initial enquiry to handover.
03 April 2025
Waiting for us in the Showroom was a car that I had almost forgotten was mine at last.
03 April 2025
Jamie was outstanding
02 April 2025
Efficient . The salesperson knows me from passed sales and knows what I expect .
02 April 2025
Delivery was well ahead of time and the handover process was quick but very informative
02 April 2025
I am very satisfied, thank you for everything.
30 March 2025
Have used this dealership for the last 3 purchases of cars. Can recommend with confidence
29 March 2025
Communication was great.
29 March 2025
Very straight forward, made it very easy and Jamie made sure everything was ticked off
28 March 2025
Steve Spalding made the whole process very smooth
26 March 2025
Jamie was highlynprofessional and knowledgeable and answered any questions promptly and made the buying experience enjoyable
24 March 2025
The car was in a different room to the showroom which made the seeing the car for the first time feel special.
21 March 2025
Good to complete forms before attending to pick up the new car. Nice friendly staff and good to do business with Phillip LYON for a second time.
19 March 2025
Allways looked after by Luke at Stratstone Maidstone (formerly Arden)
17 March 2025
Jamie Kinloch was very professional and kept me informed of the progress at all times. He advised me well on my options and helped me make the right choice.
14 March 2025
We had good experience with Sales Consultant Jamie but BMW Maidstone as organisation failed us.
10 March 2025
Very friendly and professional
09 March 2025
All questions answered and lots of advice given
07 March 2025
Excellent
06 March 2025
Phillip Lyon was our sales contact. Professional and humourous. Quick and efficient. I'd buy from Phillip again and would recommend him. Receptionist was also excellent.
06 March 2025
Wrong spec car provided on collection not what I ordered I questioned this and was told by the salesman
02 March 2025
Relaxed atmosphere
01 March 2025
The staff were very helpful and informative and delivery of the vehicle was prompt.
25 February 2025
Good facilities and pleasant staff
24 February 2025
As a first time bmw customer , I found the whole experience from start to finish straight forward and Jamie was extremely helpful.
12 February 2025
Amazing Service!! Jamie was amazing from start to finish and gave us the quickest turnaround we've ever had when buying a car. He couldn't be more helpful and nothing was too much trouble for him. Car is perfect and we've had a perfect experience.
09 February 2025
Good experience
24 April 2025
Efficient and professional service and good communication from all staff.
23 April 2025
Abby was fantastic. Very helpful and friendly
23 April 2025
1st class service.
22 April 2025
My car came in for 3 days to get paintwork done and they hadn't done it when I picked it up. I rang 3 times to be told someone would ring me that day and they never did. After calling for the 4th time I then find out the wrong side had been painted
22 April 2025
Good communication Car was cleaned Got a £100 voucher for inconvenience
20 April 2025
Even though I had a small issue the response and helpfulness was excellent.
19 April 2025
Friendly warm welcoming staff such as Abby made me feel at ease. Yes I waited for the work and was kept well relaxed and informed whilst there.
18 April 2025
Everything went well. Lady on desk did her job nicely, loved the car loaned to me and workshop very thorough. Coffee machines such a good thing to offer for customers! Made the experience great too.
17 April 2025
Professional and courteous service
17 April 2025
No complaints at all. Carried out my service very quickly and efficiently
17 April 2025
Friendly and helpful staff and no hidden charges
16 April 2025
All good, from drop off to collection.
16 April 2025
Easy and simple
16 April 2025
Even though they asked if I wanted my car washed, which I agreed my car was given back to me same way I dropped it off!! Very bad !!!
16 April 2025
Jess was outstanding with her helpful manner and answered all my questions and what she didn't know she found out and came back to me as promised. A delightful smiling asset to the team.
15 April 2025
Your receptionist, Abby, was particularly pleasant and very helpful.
15 April 2025
Good, the only feedback was that I didn't get a call for when my car was ready for collection which I was told I would get. I did get an email, but you don't always look at emails!
15 April 2025
Mike always makes a service visit easy.
15 April 2025
Everyone was willing to help me and no delays
15 April 2025
Everything smooth, booking process and kept well informed throughout
14 April 2025
That you can book online and self check in is very helpful
14 April 2025
The service itself was excellent and prompt. Although I was in store during the service, I received phone calls to update me and I was able to ask for updates at other times.
13 April 2025
The job was done
13 April 2025
Friendly staff, great communication and all it the team did a good job on the day.
13 April 2025
Great experience
11 April 2025
No
11 April 2025
Still waiting on receipt to add to log book, waited in reception for 1.5 hours despite being told car would be ready in 30 mins
11 April 2025
Fast efficient as I was waiting while my oil service was done
10 April 2025
Everything required was completed satisfactorily. Abby was friendly in her approach, happy to answer any questions and responded to a secondary issue swiftly.
10 April 2025
All good. I was offered a loan car which I've only just realised I paid for! I thought it was a courtesy vehicle and I'm a tad surprised it was charged for on a £680 service bill. At no time was I told I'd be paying for it.
10 April 2025
Friendly and professional customer service, neat work by the service team
10 April 2025
Kept informed and happy with the service information and receptionist
09 April 2025
Personal greeting after I had just parked the car was great. Emil dealt with my service enquiry and he was excellent in explaining my service issue as well as being courteous and friendly.
09 April 2025
Job well done on time
08 April 2025
Car was valeted after service standard was poor. Car was still dirty in areas and when I delivered my vehicle it was already quite clean
08 April 2025
Not being confirmed of approximate total price of replacement battery list a star.
07 April 2025
Difficult to get through on the phone, unclear where to take the car for service - showroom or garage area. No obvious system of waiting to speak to a service agent, be useful if they noted who had come in first, second, third, etc rather than asking
06 April 2025
Service completed ahead of time
06 April 2025
Listened carefully to my concerns and dealt with the problem with the sensor issue that came up with the car
05 April 2025
Prompt attention & support during diagnosis & repair
04 April 2025
Wasn't a good experience with service department
04 April 2025
Arrived at 8.30am for simple map updates. Left at 5.45 PM. Just a major inconvenience. No one can explain why map update did not happen over the air.
03 April 2025
Everything on time
03 April 2025
Very friendly and professional
03 April 2025
Top team and always want to help, i cannot rate them enough great service.
02 April 2025
Very disappointing service . My car was not diagnosed properly and work wasn't done properly and EML came back . So no difference in car even after work was done
02 April 2025
everyone was superb, good job BMW
01 April 2025
Great service
01 April 2025
Solved the issue easily
01 April 2025
Reception directed to a desk but then got little or no acknowledgement whilst I sat for a few minutes waiting for them to finish on their PCs. A simple "I will be with you in a minute, help yourself to coffee" would be better. Otherwise,very good.
01 April 2025
Charged up car well
29 March 2025
I was greeted in the car park by a member of the customer service team and was immediately made to feel welcome.the people's in reception are very knowledgeable and very polite . The BMW vibe at stratstone is fantastic and a pleasure.
29 March 2025
Everything was completed as discussed prior to my visit to the Dealership
29 March 2025
Always friendly, smart efficient staff on hand
29 March 2025
Flawless experience. No surprises.
28 March 2025
The members of staff that I dealt with were extremely helpful, courteous and polite.
28 March 2025
Abby has been amazing from the start very welcoming i appreciate her help so much and would 100% bring my car back in the future.
27 March 2025
Very helpful ??
27 March 2025
I had a great experience at the dealership. The team was professional, efficient, and handled my car issue seamlessly.
27 March 2025
Good
27 March 2025
Some minor delays in collecting vehicle, but always kept informed
27 March 2025
Had a few services before always no hassle everything very easy from booking in to getting car back
27 March 2025
Great experience
26 March 2025
My car issues was solved especially when I was dealing with the service advisor Charlie Kandola. He is very calm and knows what he's doing. Charlie made sure that everything was sorted and I'm giving him 10 Stars.
26 March 2025
The service I received from Steve is second to none, he is always professional and is a credit to Stratstone as a company and more importantly Stratstone Maidstone
26 March 2025
They did a great job thanks for looking after me
26 March 2025
Generally satisied but quite a long wait for service date from date of service request. Valet and wash much appreciated
26 March 2025
Good service
25 March 2025
Satisfied
25 March 2025
.
25 March 2025
Following this basic error with the work on my car I no longer have confidence in the work carried out and won't be using the dealership for servicing again.
25 March 2025
No call to tell us the car was ready as promised, parts didn't come in as was promised, overcharged to undo a wheel nut and overall rubbish service.
25 March 2025
Abby made sure that all my enquiries were answered in a prompt manner
25 March 2025
At stratstone Maidstone, I was taken care of by Steve service manager and Abby, very professional customer service, regular updates daily at set time to ensure I was kept up to date with the repairs being done on my car. I would recommend them.
22 March 2025
Efficient overall service, completion in a timely manner.
22 March 2025
Kept me upto date with the progress
22 March 2025
No problem
22 March 2025
Managed to get all the answers I need and informed me with everything I need.
21 March 2025
Excellent professional and very welcoming all work completed on time and everything explained
21 March 2025
Very good service from start to finish. My service plan needed swapping over, but Helen made that all very simple. Being able to wait onsite and work was very helpful.
21 March 2025
There is nothing to add. I am satisfied. One small point - it would have been better if I could have had the car in in less than 3 weeks from date o booking.
20 March 2025
My only point of dis-satisfaction was that my car was more dirty when returned to me than when i dropped it off. The car was covered in fine dust and dried water mark spots. It was not freshly washed
20 March 2025
Refreshingly better than Arden!
20 March 2025
Service provided by staff.
19 March 2025
The service department has been great at keeping me up to date with repairs especially Abby. Everthing was dealt with promptly and I have no complaints what so ever
19 March 2025
They ensured all went smoothly
18 March 2025
I can be sure the work is of high standard
18 March 2025
Reasonable price. Great service
18 March 2025
There is nowhere to park the site is not fit for purpose
18 March 2025
Again excellent work and comms, just the service loans that bring down the rating
17 March 2025
Very satisfied
17 March 2025
Service and staff were friendly and knowledgeable car was handed back clean.
16 March 2025
Easy to book. Elise was, as always, extremely friendly and helpful. I saw the technician driving my car on the road test. He was driving in a very professional manner. A stark comparison to another premium dealership on the estate
16 March 2025
Completed on time and to my specifications.
16 March 2025
The service team were professional and kept me informed.
15 March 2025
Very professional
15 March 2025
I was told there was a charge of £39 , but email offering the check up was said to be complementary, I did not pay but this should have been known
15 March 2025
Brilliant customer service. Regular updates on the status of the car. Friendly service.
15 March 2025
Both of the members of staff that I met before and after the service on the desk were both helpful and friendly. Makes it a pleasure to visit. (You still do a good coffee too!)
15 March 2025
From start to finish absolutely excellent
14 March 2025
Service received was very prompt and friendly.
13 March 2025
Polite and professional service given
13 March 2025
I was satisfied with the service.
13 March 2025
Everything went OK
13 March 2025
The service itself was fine
12 March 2025
apart from who ever washed my car came back worse then it went in, need sacking
12 March 2025
Very quick and the staff are always friendly and helpful, which is important to a lady on her own.
12 March 2025
Friendly, efficient service. Nothing i would change
12 March 2025
Overall happy but dont apreciate the push of replacement consumables before life end. Gives the wrong impresion
12 March 2025
Work carried out in a timely manner.
12 March 2025
Car was fully evaluated and window wiper rubbers replaced as requested. We appreciated the car also being cleaned.
11 March 2025
Poor telephone contact with service department, no answer, lengthy hold
10 March 2025
The lack of communication and lack of knowledge of the car makes me uncomfortable to go back to then
09 March 2025
See above
09 March 2025
Was offered a 2 hour slot when booking service. Arrived on time at 10.30 but over 5 hours waiting for service to be carried out. Service reception staff helpful, facilities at showroom good but my time could have been better spent elsewhere.
07 March 2025
Once in the dealership service was as expected from BMW
07 March 2025
Due to the software update my phone contacts now read last name then first name. This is especially difficult when I have contacts with their company names shown after their first name. There seems no way to resort in alphabetical order.
07 March 2025
Work completed
06 March 2025
As above! Nothing was too much!
06 March 2025
Quick and good service.
06 March 2025
Positives: great to have timed session so not waiting all day - happy that recall inspection done as well as service items - pleased to have car wash included - friendly reception team. Negative: Mileage error on invoice re: M888PHD.
05 March 2025
As before.
04 March 2025
I was very well looked after, right from getting out of my car, when a gentleman with an ipad used my name and asked how I was.
03 March 2025
Great service
03 March 2025
Car recall handled well. No issues or waiting around
02 March 2025
The absolute best dealer around, won't use anyone rlse
02 March 2025
Check in and drop off was flawless
02 March 2025
The purpose of the visit was not satisfied I was offered for a Qoute but received
02 March 2025
Only dropped one point since they had not prewarmed about the part's non delivery.
02 March 2025
Great friendly service
01 March 2025
Steve was very thorough and went through all the details of what was going to be done
28 February 2025
Tess was very helpful
28 February 2025
VERY well spoken young lad checked car in very professionally
27 February 2025
Very helpful
27 February 2025
All was great
27 February 2025
It was almost a perfect experience.
27 February 2025
Staff were great and very helpful
27 February 2025
I didn't have to wait inside booking in the car. Almost seen to at once.
26 February 2025
Friendly efficient staff, nice waiting area, no complaints.
26 February 2025
Service is always good, as a customer you are included in all that is happening
26 February 2025
One issue we flagged at check-in was not investigate throughly enough.
25 February 2025
As above
24 February 2025
All good except failure to answer call to service team after vehicle check received so had to email.
24 February 2025
Emil in particular has been an amazing help. I have had some issues previously with my car and BMW UK offered an extended warranty but noone at BMW UK was responding. Emil managed to get me in touch with someone to resolve the open item - appreciated
24 February 2025
Overall i was really please with the service and reports. I was given £100 voucher as car was in for. Safety recall. Very pleased
23 February 2025
the workshop examined my car and advised that I didn't need new front brakes or disc eventhough it was making a grinding noise. They advised I stll had 30% left .That shows honestly, trust and integrity for not changing it anyway will book again
22 February 2025
I was given a voucher for a coffee in M&S because I was staying nearby whilst the car was in the garage. It was much appreciated
22 February 2025
Cost exactly what I thought it would, car came back spotless, and feels somehow better drive than pre-service (could be physiological!).
22 February 2025
Staff was helpful from day one when I went into the garage sorted out my default with no problems at all
20 February 2025
Got a good courtesy car for works being completed on my own car and customer service was on point
20 February 2025
Always great service, honest and fair.
19 February 2025
Excellent waiting area in the showroom, free coffee facilities and I was able to work at one of the desks. It's just so helpful and great service from the team and the technicians
19 February 2025
Excellent service
19 February 2025
All done
19 February 2025
All round good service
18 February 2025
Happy with the service carried out just not happy with the lack of communication
18 February 2025
Check in was easy and had excellent communication throughout
18 February 2025
I took my car in for a recall. 2 1/2 hours later and almost the last person to leave I told my car was ready. I asked if anything needed doing with the recall no I was told but we did a health check. It would be good to be told this in advance.
17 February 2025
Good hospitality
14 February 2025
Excellent
14 February 2025
Very responsive and professional
13 February 2025
Was checked in for a Brake Fluid change, on completion of service was told Brake Fluid Front Nipples are blocked and needed to be replaced, it was frustrating that this could not be done at same time as they do not stock relevant parts
13 February 2025
Elise coordinated my repair whilst also liaising with Nadia in T Wells and Dave as the repair man. Together they took the worry away from me knowing that it is a stressful period of my life. Dave went above and beyond to ensure I was happy. Fab team!
13 February 2025
Friendly team, lovely surrounds.
13 February 2025
Completed all work successfully.
13 February 2025
Had to wait for car to be cleaned
12 February 2025
Really friendly and efficient. I have always found Elise and Steve to be so helpful.
12 February 2025
As I explained in the earlier comment
11 February 2025
Did not visit the dealership. It was an administrative issue.
11 February 2025
The wait at the end for retrieving my vehicle was a bit longer than I was expecting
11 February 2025
Had to chase even though car had clearly been finished for hours. Not ready at the time I was told - had to wait 30 mins. No video sent. Not a very warm welcome, ignored no eye contact.
11 February 2025
Good customer service
11 February 2025
A very helpful guy on reception.
09 February 2025
Friendly informative staff,
09 February 2025
Didn't receive a video report
09 February 2025
I wanted a faulty seat checked but was told just to look at it was More than £200
08 February 2025
Generally good service. Takes a long time to book cars in though and they were experiencing system issues
08 February 2025
The staff are very friendly, helpful and polite and the showroom is sharp and tidy
08 February 2025
Professional all round
07 February 2025
Good customer service.
06 February 2025
Really appreciate it and goooood service
06 February 2025
Appointment (recall) handled as arranged.
06 February 2025
Didnt appreciate the call asking for a 10 on the survey, lacks integrity and renders the results false.
06 February 2025
This is because my courtesy car cleaning was excellent.
05 February 2025
Great service, disappointing that I had to wait a few days for a hose part though, would expect that to have been readily available
05 February 2025
Abby was very understanding of my situation and provided the best service possible.
05 February 2025
I I honestly can't believe I spent £1037 and the car has been returned not in the condition it was dropped off in.
05 February 2025
Pretty good however there was no fault found with the battery issue although light kept reminding me . Seems ok now whatever it was
05 February 2025
As ever super helpful and kept me informed along the way
04 February 2025
Vehicle was serviced and cleaned
03 February 2025
quick and helpful check in and collection process
03 February 2025
So simple and smooth, great service
03 February 2025
Communication on the progress of resolving the issue was lacking
23 April 2025
We picked up the car and the extra items we ordered were not already in the car for us. The parts dept didn't know where they were even though we had been told they were ready to be picked up. It took 2 more visits to get our items. Poor service.