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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.
311 ratings and 171 comments received in the last 90 days.
08 June 2025
Can't fault anything - 100% customer service
04 June 2025
Felt at ease in a good environment
28 May 2025
Great info and overview. Good teach in on collection. Easy car to use and learn about. Really fast to register and have ready.
04 May 2025
Have always had very good service and staff very professional and kept well informed.
03 May 2025
Very. Due to Jamie who not only sold me my car but insured everything run smoothly. Jamie Kinloch was very knowledgable, gave me options on different cars. Test drives were great Communication was strong even though I had slight delivery delay.
30 April 2025
No problems was a smooth transaction
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.
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
Easy to use and very friendly. Very welcoming when I went to pick up my new car.
06 April 2025
Great service
06 April 2025
Very easy to deal with
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
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
Jamie was outstanding
03 April 2025
Waiting for us in the Showroom was a car that I had almost forgotten was mine at last.
02 April 2025
Efficient . The salesperson knows me from passed sales and knows what I expect .
02 April 2025
I am very satisfied, thank you for everything.
02 April 2025
Delivery was well ahead of time and the handover process was quick but very informative
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
13 June 2025
You lost a star because of the waiting as I mentioned before.
13 June 2025
Booked in at self service machine
13 June 2025
The service I received was great. Everyone I spoke to were really helpful and friendly. The work was carried quickly and to a high standard.
13 June 2025
Attentiveness of staff as mentioned above.
12 June 2025
Great customer service provided.
10 June 2025
Efficient and was able to work while waiting
10 June 2025
Helpful and friendly
10 June 2025
Managed to fit me in at short notice and get me back on the road very quickly
09 June 2025
yes it is a very good service that you are provided with
09 June 2025
I have found Stratstone Maidstone, especially Amy in the service centre and the branch manager Steve to be incredibly helpful, professional and accommodating.
09 June 2025
Un willing to help at all.
08 June 2025
Everyone was friendly, helpful and informative.
08 June 2025
Bent over backwards, found myself in a difficult situation re last day of mot, works needed etc, gave me a loan car and got me back on the road quickly. Only negative was the WiFi was barely fast enough to establish a connection on my work laptop.
07 June 2025
Everything very good on my visit
07 June 2025
Very professional
06 June 2025
They deal with the problem well.
05 June 2025
Completed in less time than stated
03 June 2025
Because of the above. It's a bit of pattern I'm afraid. VAT charged twice on replacement tires, a minor paint repair not carried out by body shop as agreed, but by two of the service staff. Done so badly I had to take the car elsewhere.
03 June 2025
Paperwork and video helped
02 June 2025
All good thank yiu
02 June 2025
Kept me informed what was going on
01 June 2025
I have no complaints of any kind
01 June 2025
As above Emil (5*). The main issue is the lack of coordination between dealership, BMW Assist , our car service provider and most importantly myself. Happy to go into details on this
31 May 2025
As above
29 May 2025
My car was booked in for an EGR recall. On the day everything went smoothly - very helpful Service assistant and hire car arrangements with Enterprise.
28 May 2025
Yes very happy
25 May 2025
Same as above.
25 May 2025
Satisfied, good customer service. Very polite and staff helpful. No reason to be negative.
25 May 2025
Great people who have detail into what was being provided!
24 May 2025
I found the whole experience straightforward and everything was explained at every step.
24 May 2025
Without having to chase, I was kept informed with text updates during the day confirming the stage of the re-call and vehicle check. The video report was unexpected as other dealerships had only provided photo evidence of the vehicle.
24 May 2025
Check in was easy, somewhere for me to work while car being worked on with beverages. Staff polite and friendly. Work completed within allocated time.
24 May 2025
Service went quite well couldn't be given a time before hand when it would be completed was given a time of up to 18 00. It was completed about mid day but a better approx completion time would have been Helpful
24 May 2025
See above. Hire car easily arranged and given discount.
23 May 2025
Really quick, was informed at each step of the process
23 May 2025
Lovely place
23 May 2025
I was happy overall and the slight problem I had was resolved by James
21 May 2025
Again service was good but they didn't call me to tell me the vehicle was ready
21 May 2025
Service desk was helpful
21 May 2025
As above answer
19 May 2025
Good front of house staff
18 May 2025
As above, every point of contact was fab. Car feels loads better to drive. Seemless process.
18 May 2025
A
18 May 2025
Kept me informed every step of the way
17 May 2025
My car was in for some recall work which was carried out quickly and efficiently. A condition survey was also carried out which was welcome, and the car washed which was a nice touch.
16 May 2025
The actual work and fact that I got an exact loan car to my car was nice. Ask for the complementary car wash and vacuum and although cleared car ready for this it wasnt done.
16 May 2025
I had two new tyres fitted. A few minutes after leaving the garage the tyre pressure indicator came on. They had only been inflated to 30 psi, not close to the 43 PSI required.
15 May 2025
Charlie the advisor was helpful and offered updates as my car took longer than expected for a map update. Overall happy as I could work from the showroom area premises.
15 May 2025
Efficient, honest, feedback, and update
14 May 2025
Did what was asked.
13 May 2025
Service carried out on time result easy to understand
13 May 2025
Efficient. Repair carried out within anticipated time.
11 May 2025
Been regular customer for 5 years. Easy to book servicing and MOT. Helpful staff on the service desk when ive been there. Knowledgeable staff. Jess on service gave me rundown on service, and happy to quote me on new brake pads.
11 May 2025
Completely satisfied
10 May 2025
As above
10 May 2025
Very friendly, helpful and knowledgeable staff.
10 May 2025
Repair service was good. I was given an electric hire car with only 48 miles charge and no means of charging at home. It was fortunate that I had another car at home to use as I didn't have time to sit at a charging point.
10 May 2025
Service very good
09 May 2025
Emil and Charlie were patient and helpful
08 May 2025
Again, Luke's customer service.
08 May 2025
We gave my wives number and email to contact when the car was ready as i was in Canada but they still only contacted me
07 May 2025
Dropping off, service video and pick up was brilliant. Unfortunately, despite my car being spotless and recently polished, it was poorly washed, which i didn't request, and I had to spend 3hrs that night returning the car back to pre service cond.
07 May 2025
Communication wasn't good. My care was in for a small recall. Not sure was it took so long before it was attended to. Dropped it at 0830, only got it back at close of day after 5pm.
06 May 2025
When I received my car back it had been cleaned which enhanced the service experience.
04 May 2025
Quick turn around, couple of silly technical issues dealt with really quickly and with no hassle caused to me.
04 May 2025
Same as previous answer
03 May 2025
Didn't listen and gave me a list of jobs I'd already said I knew about
03 May 2025
As above
02 May 2025
As above
02 May 2025
The car service was perfectly done
30 April 2025
Facilitated loan car for recall work to be completed, kept in loop of progress
30 April 2025
Good technical knowledge and loyal to your customers
29 April 2025
Steve was especially helpful, car repaired very quickly and clean and hoovered when collected
28 April 2025
Very good service
28 April 2025
Friendly and helpful. Tried to help with additional queries too.
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
Great experience
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
26 March 2025
Good service
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
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
Generally satisied but quite a long wait for service date from date of service request. Valet and wash much appreciated
13 June 2025
Philip was exceptionall and brilliant ,cannon loose him ,best one you got on that branch