Stratstone - BMW Derby Avis 

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.

i opted for the 'while you wait service' and couldn't have been more impressed. The standards at this Derby branch have increased significantly, and with the dramatically improved showroom, the overall customer experience is industry leading! Staff were politely attentive, friendly and went out of their way to ensure your stay with them was comfortable, I would definitely take advantage of this service again, well done to the whole team!

I arrived and didn't have to wait too long, but was made comfortable and offered refreshments. Car was ready when said it would be and came back to me nice and clean as well (always a bonus)

We are used to BMW's amazing cars and great service. The experience we have had buying an 11 months old 3 series probably will lead this to be our 4th and last BMW.

Got a good price for this car and delivered on time on 1 March. But the car came without a V5C (I didn't know they were allowed to sell cars without this important document). Apparently BMW derby were operating from a temporary site and many papers had been misplaced but don't worry we'll find it over next few days and send it over. After one week, sorry we can't find it, we'll apply for a replacement one. After a month, sorry something happened, only now we are applying for it. I couldn't tax the car without the V5C, so suddenly the car was useless and had to be taken off road. I had to cut a holiday short to come home as the car would have been illegal to drive. It took another 6 weeks for us to get the V5C and tax the vehicle. To be fair (the reason I gave them 2 stars instead of 0) is they gave me a courtesy car for a month or so whilst I waited. However, since they were in a rush to get me the courtesy car, they didn't turn some of the features on the car on, eg no satnav. When I asked, the answer was why don't you use your phone? Well since you guys didn't turn some features on I can't connect my phone to it either. I didn't buy a BMW to have to use my phone as sat nav. Govt website says not to buy a car without a V5C - so if I knew what I was getting into I would not have bought the car from you in the first place. Latest surprise. Got a letter on Tuesday (so 3.5 months after I bought the car!) from the DVLA saying the cheque BMW sent to apply for the replacement V5C which they lost has been returned by the bank, but now that the car is registered on my name, I'm on the hook. Don't know if the car is illegal again from today. Called BMW Derby, Nathan has left, Kaz and Younus on holiday, somebody will call you. Email to BMW no reply either. 2 days, chasing again... Beware what you are getting into if you deal with them.