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4.0SERVICE
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.
301 ratings and 193 comments received in the last 90 days.
23 August 2026
Amazing sale representative straight to what I wanted and work around to my budget
23 August 2026
My Sales advisor Harley was fantastic from start to finish. He was excellent in showing me different buying options and was always available to advice and answer questions. Felt very good dealing with him particularly
12 August 2026
The service at Stratstone Maidstone was impeccable from start to finish Dealing with Jacob Nothing was to much trouble. And trading in my part exchange was effortless. Cannot fault the dealership on anything going forward !!!!
29 July 2026
Despite my emails and telephone conversations ordering an X1 car to transport my 3 dogs as an upgrade from my Honda CRV they ordered me a 1 series 135i on collection I thought it was small but only when I arrived home and opened the boot to put my dc
21 July 2026
Good information and guidance.
15 July 2026
The valeting of cars always lets this down, the cleaning standard is not what you would expect from a brand like BMW. They need to have more pride in the cars overall appearance. Also what is asked for as proof of address needs to be updated.
11 July 2026
Very Good service
10 July 2026
Not enough characters please feel free to contact me on 07825834595
09 July 2026
Great staff, great service.
06 July 2026
the guys at statstone have always been and will always be legend. I couldn't see me considering any other dealership... certainly as long as Ian Ford is around!
03 July 2026
Speedy, informative, options given & listened/matched well
03 July 2026
The sales person Stephen was very helpful
01 July 2026
Well communicated, kept in the loop, helped from every angle. Quick and efficient.
24 June 2026
Friendly welcoming staff. Excellent customer care from Stefan in Aylesford BMW.
21 June 2026
Whole experience was very positive Process completed very efficiently and everyone knew their job.
17 June 2026
Been waiting 6 weeks for my new JCW from mini then told wouldn't get my car until August So came to BMW and a completely different experience fantastic staff
07 June 2026
Excellent. Sam was brilliant and even helped with installing my child's car seat correctly.
27 August 2026
My car was in on a recall for air con and airbag . The process was easy .. but I got no paperwork and the air con did not work . I phoned three times , phone not answered left messages with reception and appt booking . No response . I have an appt .
27 August 2026
Very efficient
27 August 2026
Kept me informed on things
27 August 2026
All completed efficiently and to my satisfaction.
27 August 2026
Good service in getting the replacement car within time frame.
26 August 2026
It would be 5 but waiting 3 1/2 hours for brake fluid change and MOT seemed excessive after we were advised it would be 2 hours and a hiccup with emailing paperwork. Two days later problem resolved very efficiently by adviser Jess on service desk
26 August 2026
I had booked in my appointment 4 or so times before finally getting it. First times the part was not available and the other a loan car was not booked out so this had to be rescheduled.
26 August 2026
Prices are to high
24 August 2026
Everything was done well except I was there for over 4hrs for a tyre inspection!
24 August 2026
Spent an hour and a half on the phone trying to speak to someone to find out if my car was ready to collect
23 August 2026
Professional customer service
22 August 2026
I have been driving BMW's for over 30 years always having them serviced where I purchased them. This service was of high standard. Thank you.
22 August 2026
Quicker than I thought
22 August 2026
Everything was poor from trying to book online e to multiple phone calls to book plan. To information and costs incurred. To picking up told come would be ready to have to wait 1 hour. Staff not customer focused. Very disappointed compared to Cambrid
21 August 2026
Too little feedback as to what was included in the service
21 August 2026
As I was leaving home I received phone call saying the parts needed hadn't arrived ( I'd booked mot/service and replacement parts over a month previously). I couldn't be informed if car would pass mot. I decided to come anyway for that and service.
21 August 2026
I dislike the complete disconnect between Reception and the actual service area. General lack of understanding at reception if you try to explain a problem, then the need for repeated visits to achieve the result.
21 August 2026
Only a small repair and seems to be ok
20 August 2026
Was very satisfied with the work done and the car cleaning, I noticed after the service that the acceleration was more immediate. Also, they do a film of underneath the car which is nice however I'm still waiting to receive it.
20 August 2026
Service done with no problems. Drop off and collection all good.
19 August 2026
I happy with the service from Amelia on reception, however.. I am surprised at the extra £45 charged for the battery SOH from the computer I haven't received the engineers video report yet. I had to chase up the cost of the service the day before
19 August 2026
The Maidstone branch were very accommodating and really helpful, couldn't have asked for more.
19 August 2026
The recall for the starter motor was not completed as the wrong part was sent. No communication when the part can be fitted.
17 August 2026
Friendly and comfortable environment. Nice coffee
17 August 2026
I just did not feel that BMW was very interested in the safety recall exercise and that they just wanted to get it done and finished AND they wanted to use it as a marketing opportunity to sell me a new car.
17 August 2026
No faults found, but problems persisted. Help from Octopus Energy seems to have resolved the issue. BMW should know about charging issues with Octopus.
16 August 2026
On arrival there was no record of my booking despite me checking in on-line. My car was booked for alloy wheel repair as well as servicing but this had not been arranged and my car ended up being I the centre for 5 days. Was not cleaned for return.
16 August 2026
Because thay doing good job all the time.
16 August 2026
I presume that you have done what the recall required.
15 August 2026
Very efficient
13 August 2026
Everything was coordinated smoothly and conducted in a very professional way. Thank you.
13 August 2026
Engine is still leaking after all inspections
13 August 2026
Ease of service
12 August 2026
Very friendly and helpful
12 August 2026
Carry out required work to a high standard.
11 August 2026
All good but later realised that the service notice has not been cleared
11 August 2026
Good reception, job done as expected, car washed and vacuumed
10 August 2026
Very poor experience. I was not told the tracking hadn't been completed before travelling 3 hours to collect the car. It was still dirty, no paperwork was provided, and the car was still shaking at 50mph. Complaint sent, but no contact back yet.
10 August 2026
Due to a medical condition I was unable to bring the car to you but thankfully Kathy arrange a collection and redelivery
10 August 2026
Comfortable waiting area. Car valeted.
09 August 2026
Great customer service
07 August 2026
Mark at BMW was excellent throughout. Clear communication, quick replies, and he even arranged a loan car on the spot - later upgrading it to a better one. Everything was handled smoothly and professionally. Thank you, Mark
07 August 2026
Efficient and quick service
07 August 2026
Well as soon as i booked in i sat down with a coffee then was called to desk they did the job it was recalled for also cleanded my car and gave me a full report of my cars health which i had corrected within 2 days
07 August 2026
Quick, efficient and good communication
07 August 2026
Everything OK except its still telling me it needs a service, and the tyre pressure warning light still comes on every time I start the car even after I've reset it
06 August 2026
Service was good
06 August 2026
We had been for many years highly satisfied customers with BMW. The standard of service set by the Centre in London, Park Lane has been excellent. https://www.bmwparklane.co.uk/ Present raring may be biased by the very positive memory of the past.
06 August 2026
Friendly staff easy to book in for recall starter motor & communications when complete. Very disappointed in not having my car cleaned, I was asked when booked & via email. There isn't a water shortage in area & when I left there was a car cleaned?
05 August 2026
Always use this centre and receive exceptional customer service from everyone.
04 August 2026
I achieved what I wanted to
03 August 2026
Had to wait over 15mins to pay and colelct keys
03 August 2026
All requirements were professionally handled
03 August 2026
Very efficient - I did have to chase at the end of the day to ask if my car was serviced but apart from that very pleased
03 August 2026
The job was completed quickly and satisfactory
02 August 2026
Helpful prompt knowledgeable people
31 July 2026
Easy booking in, good communication
31 July 2026
Warranty check took more time than it should have. I had to talk through the warranty rules with the advisor. When I got the car back, it was absolutely filthy. I cleaned the car out of my own cost.
30 July 2026
Was given a realistic time frame for the work on arrival, pleasant waiting area. Work finished on time
30 July 2026
From my arrival to finish the service was exceptional
30 July 2026
Good customer service
28 July 2026
Good service, very accommodating for my circumstances, outcome achieved.
28 July 2026
Staff was professional
28 July 2026
Was left inappropriately informed on costs related to works with BMW warranty
27 July 2026
Good comfy chairs, tv and hot drinks on tap. Lots of nice cars to view to pass time.
27 July 2026
As it was my first MOT I was not advised on collection that the MOT certificate was not issued by BMW and it was Stephen Jacobs from the Aylesford branch that told me when he emailed me about the possibility of changing my car.
27 July 2026
Excellent staff , Interesting time keeping and good coffee. !!!!
24 July 2026
I had my X5 booked for a major service, turned up for my waiting appointment to then only be told that they dont have all the parts(after being here for 3 hours) and to come back. Came back on the Friday and 6 hours later Im still waiting.
23 July 2026
Poor communication within the service department and when my issue was finally resolved I find out later that it wasn't fully resolved and my email and calls have not yet been returned so not happy with the service recieved
23 July 2026
Professional service
23 July 2026
Very smooth process for mot and service.
23 July 2026
Completed as specified.
22 July 2026
Because it was awful. Countless cancelled appointments and then I had to chase for estimates. Which never came. Phone calls often never answered, never an apology. Very strange way to run a service business.
22 July 2026
The area was clean and tidy, there were hot drink machines and some biscuits. The area was cleaned frequently and re-stocked with cups during our visit.
22 July 2026
Car was not cleaned, car was extremely dirty. staff not friendly and also service was expensive
22 July 2026
All done correctly
22 July 2026
Because the service i had from your Rebecca Coyne was exceptional. She kept me informed through out the service period. Also Rebecca has a fantastic personality and is also happy and smiling. BMW have a Gem on there hands.
22 July 2026
Not as good a service as I've received previously....
21 July 2026
Despite delays, I was given regular updates and explanations.
21 July 2026
In spite of my making a mistake in my booking the service team were able to resolve the problem quickly and effectively. The actual service work was perfect and the car was returned to my home looking like it did the day I bought it.
20 July 2026
Good efficient all round service. Stephen in sales was knowledgeable and helpful without being pushy.
20 July 2026
Excellent professional speedy service
19 July 2026
The service I received at reception was professional.
19 July 2026
service completed quickly while I waited
17 July 2026
Absolutely excellent. We recently purchased the vehicle and the oil service was due. Without even asking the sales department agreed to cover the cost. Every time we go in to the centre nothing is too much and they always help
17 July 2026
Poor communication, almost impossible to get through to service team and number rings out on numerous occasions No updates to end of day and lies to myself of what works were done
16 July 2026
Good service particularly the check and pick up. The advisor made sure my car was ready by the desired time. My only request is that they reinstate collect & deliver as the location of the dealer is a challenge
15 July 2026
This was for a bodywork defect, Mark was very straightforward and professional, assessed the work required and also corrected some minor things that had not been done in the original service.
15 July 2026
Undertook the work I asked for
15 July 2026
Everything was fine except that the video of my vehicle inspection did not get sent through. Apparently there was an issue with sending it. I've still not received it.
15 July 2026
The courtesy car provided was dirty and had no charge. I also left something in the car but no one has contacted me back to retrieve what was left. When collecting my car, no one informed me what the issue was nor had any paperwork for me.
14 July 2026
Quick service and kept me updated
14 July 2026
Done the opposite of what I asked for. So upset, and wasted my money, I am now thinking of completely leaving BMW.
14 July 2026
Friendly staffs and professional
13 July 2026
I had put on the list when you emailed me to have the tyre done as it was low level, however when collected you hadn't done it, now it's not a problem but why have the service to email you with anything you find and ask to have it done and don't doit
12 July 2026
Fantastic check in, service was fine and got notified about the car being finished. Main issue is that I had ticked for the car to get cleaned and it hadn't been touched.
12 July 2026
Job was completed within a day and courtesy car was provided and completion update communicated well
11 July 2026
Quality support and service / professional and good experience
11 July 2026
Staff were friendly & helpful.
09 July 2026
System doesn't recognise the booked service (this has happened twice now) End of day service meant waiting around Car wasn't washed Administration is not very friendly
09 July 2026
Competent Customer Service during my visit
08 July 2026
Had auto messages during the day. One of which was advising me of work that needed doing further to inspection. I duly authorized this work. Collect car : work not dove , no one even aware of this. Bit pathetic really.
08 July 2026
Excellent service
08 July 2026
A comfortable waiting area. Very helpful staff A useful video communication of the inspection
08 July 2026
Very helpful
07 July 2026
Wasn't told that they had waiting appointments and all day ones just told to be there by 9.30 sat in the showroon all morning]. When I asked how much longer my car would be I was told that i had an all day appointment which i never ask for. Vey annoy
06 July 2026
The service on the day was very good. I have only given 4 stars because my booking was cancelled twice previously with 1 days notice due to non-availability of the parts (replacement starter motor under a product safety recall)
05 July 2026
Recall carried out successfully
04 July 2026
Because they were extremely late returning my car despite promising several times it would be "another 15 minutes". In the end they gave me a courtesy car to make my critical appointment. I almost missed my sons school induction for year 7!
03 July 2026
I found all the customer advisors that I spoke to very polite and professional.
03 July 2026
The team at Maidstone are so quick and efficient
02 July 2026
We were asked if we wanted the car washed and cleaned on collection and unfortunately neither of the BMW's that we delivered upon collection were cleaned. The issue I have with this is it sets expectation. Don't offer then not do. We left saddened.
02 July 2026
Emilia was fantastic
01 July 2026
Quick and easy, great service
01 July 2026
My car was booked in for an alarm/tracker that shouldn't have taken more than 2 days. The job took a week. As I understand it, some members of staff were suspended and that is unfortunate. However, I had to chase for updates at every stage
01 July 2026
Very impressive customer service from booking in and getting work done whilst waiting in showroom which had good facilities.
30 June 2026
Very polite staff
30 June 2026
quick and easy service. everyone was helpful
30 June 2026
Everything ran smoothly throughout the whole process from checking in to collection. All staff were very helpful and supportive.
30 June 2026
Friendly and helpful staff
28 June 2026
Service staff were friendly and professional
27 June 2026
It would have been nice to see the video of the tyre which caused the MOT failure.
26 June 2026
Excellent service no issue car finished and waiting for me when arrived
26 June 2026
Able to drop vehicle off early and leave for the day until work completed.Premises / showroom reflected the brand well. Kept up to date with progress (video etc) and work was completed in a reasonable time frame. Cost was as advised previously
26 June 2026
Be nice on drop off to know a estimated ETA when car will be ready.
25 June 2026
My car failed MOT on. Tyre. I chose to get it replaced myself. Trying to arrange a retest was very difficult. The booking option informed me I needed to speak with service desk. I was told to just bring my car down. Was turned away
25 June 2026
Pleasant welcome by colleague who checked the vehicle in and explained the time frame. Health check video received before leaving
25 June 2026
All very efficient and my car was that undertaken first thing as promised
24 June 2026
Very satisfied I was very surprised how good the service was
24 June 2026
The service itself was 5/5 but I asked as well for a quote for body work. I was reassured that I will receive it, I have then chased twice and still no response
24 June 2026
I was made welcome. The service was very good
23 June 2026
Very efficient, all completed by 10.30am
23 June 2026
Dealt with Jess who was friendly, knowledgeable and supported my needs as a customer
23 June 2026
Everything done on time.
23 June 2026
Service team were good and communicated fairly well. The customer service team could be improved.
22 June 2026
The free coffee is a nice touch
22 June 2026
Good waiting area with WiFi and refreshments.
22 June 2026
Had to wait all day for a small job, the car was booked in just before 8 am. I was asked if I was waiting for the car to be serviced, bad communications on your side I was left waiting till gone 4 pm. Not very nice.
22 June 2026
Helpful desk staff.
22 June 2026
I had booked car in for a wheel repair as well as service but despite this and the fact that 2 weeks before the service I had a call to confirm this, when I got there it was not booked for wheel repair, but it did get sorted.
22 June 2026
Service request was due to sensor fault so didn't need the main service work done.
21 June 2026
They did everything that was expected of them in their usual professional, friendly and courteous manner.
20 June 2026
I was kept up to date every step of the way. Libby was great
20 June 2026
Good customer care and effecient serbice
19 June 2026
Bery friendly and helpful staff. Service done very quickly.
18 June 2026
George is a superb representative for BMW.
18 June 2026
Car was in for brake fluid and MOT but the team noticed the next health check was due soon, so liaised with the lease company and sorted it all out in one visit
18 June 2026
The lady I was dealing was rude and uninterested in dealing with me. I had to chase to see if my vehicle was ready. I still haven't received any report of my service. My vehicle still states it requires a service. Car was cleaned nicely.
17 June 2026
Difficulty booking due to system constraints and my working hours (not the centre's fault). Helpful on arrival, work completed, called when ready. Best part: Amazed they cleaned my car-it was Hazmat suit territory! THANK YOU
16 June 2026
I was totally satisfied with the service I received from the sales team and service team
16 June 2026
Because the engine was making a loud noise when I picked it up and the following warning message appeared on the dash during my drive home.
15 June 2026
George was really helpful and friendly .
14 June 2026
Excellent service and staff very polite and friendly
14 June 2026
Very helpful and polite
14 June 2026
From start to finish the ease of booking through to picking up the car was truly excellent.
14 June 2026
The service was very good but was let down by a faulty tyre valve that didn't become evident until our drive home. This, however was dealt with quickly. Our car was picked up from our home and returned the next day.
13 June 2026
Professional, courteous an efficient service throughout.
12 June 2026
Happy with the general service and contact but not car was damaged whilst in your care and I still haven't been contacted to arrange the repair. 2 weeks waiting.
12 June 2026
Difficulty communicating with Stratstone. Phone does not get answered, email does not get answered. IT bookings changed time requested, and suggested car booked in in Doncaster even though I had selected Maidstone
10 June 2026
Prompt and efficient. Very clean and welcoming showroom. helpful staff.
10 June 2026
Done fairy quickly
10 June 2026
Friendly staff and efficient
10 June 2026
Service, MOT and recall all carried out on time.
09 June 2026
I was given a courtesy car, and the same day, I received a call asking me to return it because it was only issued for one day, even though my car was not ready at that time. That was an unprofessional, unethical, and foolish call - utterly ridiculous
09 June 2026
I had to chase the vehicle after two hours and ask to be taken through the Vehicle Health Check. I was told it had been sent to me but I hadn't seen it. I asked what it showed and was told the only issue was windscreen blades need replacing.Not true!
09 June 2026
My new run flat tyre was flat straight away, pumped it up when I got home and it was flat again the next day (Sunday), called reception who was very snarky and said someone would call me Monday as service was closed, never received that call,
09 June 2026
Fast service, polite and excellent facilities.
09 June 2026
Service from start to finish was terrible. Attended 3 times to organise a key replacement, service department saying cannot accept V5 replacement (although they can and eventually accepted). Key was not organised 3 times until chasing again.
09 June 2026
Good customer service. Long wait
08 June 2026
Very quick and professional service cheers George
08 June 2026
We havent had such excellent service from any other BMW dealership.
08 June 2026
Very pleasant experience
07 June 2026
Friendly staff, wasn't kept waiting
07 June 2026
Service and recall work took less time than expected. No attempts this time to upsell me stuff I neither want nor need. Cassie, Service Representative, was friendly and helpful.
06 June 2026
Car not washed when collected although I requested this and confirmed a wash was carried out. Secondly a few months ago my service history for full brakes and discs all round was not added to drive. It still was not done when the car was returned.
FIND Stratstone Maidstone BMW
Address
- 12 Wood Close, Quarry Wood, Aylesford, Kent, ME20 7UB
Opening Hours
- Mon–Fri:08:30 - 18:00
- Sat:09:00 - 17:00
- Sun:10:00 - 16:00
Phone
- 01622 295615
Maidstone as well as surrounding areas including Chatham, Rochester, Gravesend and Sittingbourne
Address
- 12 Wood Close, Quarry Wood, Aylesford, Kent, ME20 7UB
Opening Hours
- Mon–Fri:08:00 - 18:00
- Sat:08:30 - 13:00
- Sun:Closed
Phone
- 01622 294662
Maidstone as well as surrounding areas including Chatham, Rochester, Gravesend and Sittingbourne
Address
- 12 Wood Close, Quarry Wood, Aylesford, Kent, ME20 7UB
Opening Hours
- Mon:10:00 - 16:00
- Tue:08:00 - 18:00
- Wed:08:00 - 18:00
- Thu:08:00 - 18:00
- Fri:Closed
- Sat:08:00 - 13:00
- Sun:Closed
Phone
- 01622 294662
Maidstone as well as surrounding areas including Chatham, Rochester, Gravesend and Sittingbourne
Address
- 12 Wood Close, Quarry Wood, Aylesford, Kent, ME20 7UB
Opening Hours
- Mon–Fri:08:00 - 18:00
- Sat:Closed
- Sun:Closed
Phone
- 01622 294 662
Maidstone as well as surrounding areas including Chatham, Rochester, Gravesend and Sittingbourne
25 August 2026
Very disjointed , information is drip fed through the various departments makes the whole process seem amateurish, although I know they are struggling with the new computer system But every day there was another form, not what I was expecting