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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.
459 ratings and 245 comments received in the last 90 days.
02 February 2025
Excellent sales. Not pushy. Well informed.
01 February 2025
Keep me in contact all the time
30 January 2025
Great individual service through the whole process
30 January 2025
I was a returning customer and the service was impeccable last time so there was only one dealership I would go to.
27 January 2025
Excellent service throughout.
25 January 2025
Sold vehicle advised it had one item on it I was requesting and it doesn't dealership now not responding or resolving the issue
20 January 2025
Stephen Spalding of Stratstone Maidstone (formerly Arden) gave good support throughout the the purchasing process and at handover. He was very patient, giving us good time to consider what we wanted and provided sound advise as required. 11/10 good!
19 January 2025
A very thorough handover by Luke Wilkinson which covered all the key areas and was carried out in a very relaxed and informed way. His product knowledge was incredible and contacted me on my return home(128 miles) to check if I had any concerns
18 January 2025
Because it was very good
18 January 2025
Very happy with the whole process. Jamie Kinloch dealt with everything in a very professional manner and kept us updated at all times on the progress of our order. He was very helpful with any queries we had and is a credit to your company.
15 January 2025
Brilliant service from staff involved that kept me informed regarding the progress of my new car build. Harrison from Stratstone (Aylesford) bmw has been brilliant throughout my journey from start to hand over ?? thankyou.
10 January 2025
I knew vehicle I wanted so my assessment of the centre is must be based of its efficiency which I found very good here
03 January 2025
The collection of the car and handover was seamless but in all honesty I didn't find the experience to be great. It boiled down to poor communication, confusion about the colour of the car I wanted, I was given different delivery dates etc.
03 January 2025
Very good service
01 January 2025
Everything was great and Jamie was so very helpful and explained everything stage by stage and kept in constant communication with me throughout the whole process. Highly recommended sales person who went above and beyond even in his days off.
29 December 2024
The showroom was immaculate and well stocked with refreshments. Also the children's cars are great for occupying them whilst the parents can browse the cars.
28 December 2024
Everything went smoothly and picked the car up on time. Stephen Spalding was excellent with all his advise and help getting it all sorted out before Xmas for us.
27 December 2024
Stephen Spalding was excellent. Very communicative through out the process and very professional . Also made the paperwork very straight forward .
23 December 2024
Good hand over, just couldn't get the mobile phone Digital key to work, I've tried multiple times since with no luck, but I'm popping into see Ben on the 27th to resolve the issue.
23 December 2024
Sam Smith was a very knowledgeable and personable person. The whole process was slick and professional with no pressure put on me
16 December 2024
The sales person called Phil was very knowledgeable
16 December 2024
Excellent communication
13 December 2024
The preparation was made very easy and my car came promptly when it was estimated to arrive
12 December 2024
Smooth and efficient.
11 December 2024
Despite some delays the comms were always good but it was Stephen's product knowledge and experience with EV's that fully convinced
10 December 2024
As a result of the help and guidance from Phill the whole process ran very smoothly.
09 December 2024
The sales adviser Harrison at Stratstone Maidstone was really good. He was efficient and helpful and not pushy which I liked. Great service and thank you Harrison.
07 December 2024
Excellent communication and very responsive to my requests.
06 December 2024
Was kept up to date with the whole process and Jamie was always on the end of the phone if I had a question regardless of the day or time. Lewis Towens
05 December 2024
Kept up to date with progress. Open amd honest communication.
04 December 2024
The process went vey smoothly and they made the experience very enjoyable
03 December 2024
Smooth process from beginning to end. Jamie was very helpful and accommodating. Nothing was too much to ask. Despite myself and my partner having motor trade backgrounds we were still treated like normal customers.
01 December 2024
Easy and straightforward
01 December 2024
Communication issues as above
01 December 2024
Very happy with service.
27 November 2024
Ben was helpful and kept me informed during the whole process.
22 November 2024
Happy with car and service
22 November 2024
Straightforward with no problems.
09 February 2025
Friendly informative staff,
09 February 2025
I wanted a faulty seat checked but was told just to look at it was More than £200
09 February 2025
Didn't receive a video report
08 February 2025
The staff are very friendly, helpful and polite and the showroom is sharp and tidy
08 February 2025
Generally good service. Takes a long time to book cars in though and they were experiencing system issues
08 February 2025
Professional all round
07 February 2025
Good customer service.
06 February 2025
Appointment (recall) handled as arranged.
06 February 2025
This is because my courtesy car cleaning was excellent.
06 February 2025
Didnt appreciate the call asking for a 10 on the survey, lacks integrity and renders the results false.
06 February 2025
Really appreciate it and goooood service
05 February 2025
As ever super helpful and kept me informed along the way
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
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
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
Abby was very understanding of my situation and provided the best service possible.
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
02 February 2025
I received a text message at 14.54 telling me that my car was on track to be ready for collection at 17.00. I arrived at 17.00 and had to wait around 55 minutes before I got it back
01 February 2025
Overall good but staff lacked knowledge when asked details about issues on the car
31 January 2025
Quick morning service everything completed in 3 hrs.
30 January 2025
Elise and Jess doing a fantastic job 1000 /1000 stars
30 January 2025
Very satisfied customer service was excellent and communication
29 January 2025
A very easy experience from start to finish.
29 January 2025
I was completely satisfied however one point: I booked in online and the instructions were to leave the keys in a box at reception. On arrival i was met at the door by one of your collegues (great) and was directed to your service department where I
29 January 2025
Car was ready but no contact had to pivk up next day
28 January 2025
because of what i mentioned in the upper section...
28 January 2025
Great customer service very helpful. The additional free gifts were a nice touch
28 January 2025
Staff not interested in their clients. Not really around , somewhere hiding, when around not interested in selling or offering customer service.
28 January 2025
PAPER WORK SEEMED TO TAKE A LONG TIME AFTER CAR WAS FINISHED
27 January 2025
Dealing with Elise is always a pleasure. She's personable, professional and is always happy to help. She's a real asset to the dealership.
26 January 2025
Car was well looked after and work complete to a good standard.
25 January 2025
Did not have to wait too long for car to be brought round to showroom
25 January 2025
Job done and car running beautifully.
25 January 2025
Great staff
24 January 2025
I'd have liked a phone call from Maidstone to confirm my car had been dropped off by recovery and to confirm the fault with me on the paperwork. I was also called saying my car should be ready the following day but no call to tell me it wasn't ready.
24 January 2025
Luke from your sales team was brilliant
24 January 2025
I'm satisfied with the service carried out it's just the lack of being able to get through to the reception when necessary.
24 January 2025
Everything was done as planned.
23 January 2025
That said, there were some delays which meant I didn't have a car for long periods which somehow impacted on getting to work promptly, and supporting my patients
23 January 2025
recall was done also a health check
23 January 2025
Customer service
23 January 2025
Very professional staff and i am really happy with customer service
23 January 2025
I paid a lot of money for a service and as I drove away I had an alert for low tyre pressure, not good.
23 January 2025
A unique defect in my car (840i convertible) led to a potentially expensive and difficult repair. BMW UK agreed to cover all costs thanks to Anna's diligence and support of my case.
22 January 2025
Very thorough, efficient service. Keep up the great work.
22 January 2025
There was a delay in the car coming down to the main reception
22 January 2025
As noted previously I had a good experience with the service in general, what disappointed me was that the service confirmation email noted: Book car in at 10.30am and collect at 12.30pm, when booking car in I was advised it was required all day.
22 January 2025
Service advisors were very informative and friendly. Made me feel at ease
21 January 2025
There was confusion between the online booking team and the Service centre about the exact meaning of the service indicators in the iDrive system, i would expect remote access to the data to avoid ambiguity so at times i was left feeling confused.
21 January 2025
Got a beautiful 330e as a courtesy car. While my car had it warranty work. Really happy with it.
21 January 2025
My car was dirty when I arrived, I was offered a courtesy wash, sadly my car was FILTHY when it was returned to me.
21 January 2025
No complaints
21 January 2025
I would have preferred a 'service while u wait' but these have limited availability. Can more slots be made available.
21 January 2025
Hot chocolate was on point ???? services brilliant.
20 January 2025
Very poor customer service from the service team not informing the customer about the vehicle being ready to collect. Should not have to chase up to find out when my car is ready when it was on site for 8 hours.
19 January 2025
Seems impossible to get anyone to answer the phone
19 January 2025
I had one experience (out of many) where the contact and information regarding my MOT was a little lacking and not as forthcoming as usual, but that may have been a busy day with low staff, so I am writing that off as a one off.
19 January 2025
Vehicle was serviced quickly. Washed and hoovered .
19 January 2025
Agents were attentive, explained process clearly and delivered the service promptly
19 January 2025
Satisfied
18 January 2025
Unfortunately some items were not done as part of the Emap service plan. It was a map update which would require an additional appt and the car to be left for a whole day.
18 January 2025
Helpful staff
17 January 2025
Thought the staff were very unhelpful.
17 January 2025
I was kept informed about the work that needed doing. I was also advised when my car was ready to be collected. Emil was on reception and was helpful and courteous throughout. He's an asset to your team. I also received a follow up call afterwards.
17 January 2025
The service and quality of workmanship were excellent. The service coordinator Elise was brilliant and definitely went the mile to accomodate me. BUT the hire car, 2 door electric Mini, was useless and unsuited to the role, this needs addressing.
16 January 2025
Elise and Jess very helpful! Go above and beyond
16 January 2025
Waiting time for a minor oil service was over 2 hours. One assume that's normal ?
16 January 2025
Polite and attentive staff and again excellent service
16 January 2025
Emil is a true asset to Stratstone Maidstone. His customer service levels are exactly how one expects. Quick to respond to enquiries be it booking or follow up when the vehicle is there. T
15 January 2025
Excellemt service, could not fault it, great wash and hoover too
15 January 2025
The service provided was very good, I was listened to and the jobs were looked into and a report was given verbally and written.
15 January 2025
Service was good apart from the initial person who booked the car in on the day did not care the prices didn't match and there was an obvious lack of interest to make this right. When i picked the car up another person made an attempt to reduceprice
13 January 2025
Knew what they were doing
13 January 2025
But £110 to replace a bulb. Really? Well at least the car was washed!
13 January 2025
Very happy and friendly staff, especially Abby who kept me in the loop with what was going on - also gifted me a £5 voucher for lunch as I was on site most of the day which I felt she went above and beyond to make my stay a pleasant and comfortable
13 January 2025
Very poor service. After phoning service desk and telling them what the problem was (Cam cover gasket blown and leaking) and booking the car in, when we brought the car in the service desk had no idea why it was brought in !
13 January 2025
Quick and prompt service, and good car wash.
12 January 2025
Again it takes too long to have the car serviced. It took 9 hours
12 January 2025
Kept updated and flexible
12 January 2025
5 star service as usual, super helpful and very informative.
11 January 2025
All requirements completed and even more
10 January 2025
Elise Mankelow looked after us with her excellent customer service manor and chirpy smile.
10 January 2025
My car was at Arden because of a recall, from dropping car off to going back to collect l was informed of how work was going plus a video at the end showing me what they did, Service staff were so helpful as well great service ????
10 January 2025
It was efficient
09 January 2025
For the 3rd time now, get offered a car wash while in service and it's not actioned. Bit pointless offering it. Everyone friendly though I have bought from Sytner and Berry all branches are so different
08 January 2025
DID WHAT THEY SAID THEY WOULD
08 January 2025
Is what it is
07 January 2025
Very professional.
04 January 2025
Promptness in attending to me.
04 January 2025
Car was serviced in a timely manner and was cleaned too.
02 January 2025
Because there is always room for improvement.
01 January 2025
Good service etc but the charge for a Courtesy/Loan car is a joke , if you're paying for work to be done on your car why do you then have to pay for a courtesy car as well
01 January 2025
Did the service as required.
26 December 2024
Team were really professional and looked after us and the car perfectly thank you.
26 December 2024
I only gave 4 stars this time for after the oil change and the microfilter was done the timer to reset for the next service was not done and when I phoned back about it I was told that I can do it myself. So Im not sure if I did it correctly.
25 December 2024
Excellent
24 December 2024
Good communication and friendly service, car was ready on time
23 December 2024
I give 5 stars because they managed to do the car on Saturday which ment I could do my job without tacking a precious day off
23 December 2024
Brake fluid service was actually cheaper than quoted !
22 December 2024
Staff always courteous and helpful
22 December 2024
I have always had bmw, my first was from lind found they was very good so I gave just kept going back to you and your branch only.
22 December 2024
Very satisfied
22 December 2024
Lack of attention to detail, and lack of information.
22 December 2024
Did not receive my goody bag , after being told there was in in the car
21 December 2024
I was made to feel very welcome by the staff , and were very helpful from start to finish.
20 December 2024
First class service from tge friendly team, as always.
20 December 2024
Telephones not answered and quotes being doubled despite seeing bodywork damage and e-mailed photographs plus 5 week delay to book bodywork repair
20 December 2024
I asked, when recalled again, to have an appointment that was swift, due to me undergoing hospital treatment. I was assured it would be an hour. It was +2.5 hours and I had to keep asking for someone to help me. Not once did anyone update me.
19 December 2024
When we have used Arden previously the staff have always been welcoming and accommodating
19 December 2024
Good service team and customer reps
19 December 2024
BECAUSE IT WAS STRESS FREE
18 December 2024
good service
18 December 2024
Good overall, appreciated the car wash for free
18 December 2024
Repairs were carried out along with a couple of extra small tweaks free of charge- which I appreciated as I was spending a lot of money and time on my car repairs . Also the waiting area is comfortable and lends itself to working on my laptop
18 December 2024
Excellent and not expensive.
18 December 2024
Based on my experience on the day I would have given 5 stars. The reason for the 4 stars is solely due to the difficulty in getting through on the phone to arrange the visit
18 December 2024
Overall the service and MOT was done very quickly and efficiently they promised to wash the car which they did however none of the wheels were cleaned. It would have been 5 stars otherwise.
17 December 2024
I feel very let down, and they said they would see if they could still offer me the car at a payment nearer what was agreed ,but I've heard no more from them . I have a blue light card which I didn't know may also give me a discount.
17 December 2024
The young lady that helped us out with courtesy car and getting booked in was fantastic, I have forgotten her mate but pretty sure it was Chloe I apologise if that's wrong as I am so forgetful with names
17 December 2024
Keepet me informed on things
17 December 2024
All good
17 December 2024
Decent waiting area and good communication.
16 December 2024
No call back when I asked for one clearly understaffed, delay in picking my car up the counter/reception staff where good and trying their best but were struggling to cope.
16 December 2024
Great service
16 December 2024
You done what you was supposed to
16 December 2024
Waiting area was comfortable, but I wasn't told that my car was ready so I was there longer than I needed to be
16 December 2024
It was hard to contact the Service team when I had a follow up question. I received a call explaining the issue. I attempted to call back a few minutes later and the phone rang for over 30 minutes with no answer.
14 December 2024
Excellent service
14 December 2024
The most vulnerable of your customers, those that live on their own and can't rely on friends getting them to and from the garage. That would lose a day's pay if they can't work and can't use BMW wi-fi are being forced to pay £30 for a courtesy car.
13 December 2024
Staff were polite, knowledgeable and helpful.
13 December 2024
The service experience was outstanding from start to finish with support from the entire service team at Stratstone, with particular thanks to Emil and Chloe for their continued support and communication.
13 December 2024
Poor - tried calling multiple times and no one answered the phone. Support in general for my enquiry wasn't good, felt like they didn't care.
13 December 2024
Access to customer service agent was poor, no answer to call 30mins on four occasions. Plan for return of car was not considered, car delayed this left with no alternative transport. On collection car was not fully prepared contact with bmw was rude
12 December 2024
I was quoted £374 for a service to my X3. This quote was received by calling your service department. Upon dropping off the vehicle (once my business was secured) I was then quoted £540 for the same work as apparently the previous quote was incorrect
12 December 2024
My car and I were well looked after. The staff were courteous and helpful
12 December 2024
Easy and simple
11 December 2024
Would be 5 but service never answers the phone
11 December 2024
My problem was resolved
11 December 2024
Service department was greet
10 December 2024
Again Emil prived very cooperative when I needed to amend my booking at short notice.
10 December 2024
Fast Service
09 December 2024
Super friendly staff
09 December 2024
Overall very satisfied, can have trouble getting through when calling though
09 December 2024
Was not able to book so we could swap cars, in the end we had to have next best arrangement only because my wife's car service not completed same day
09 December 2024
You don't know if you had the work done you never receive a video which is disgraceful
09 December 2024
The chap who handed the keys back, presumably the mechanic was a really polite chap and did a superb video of the car on the health check. One star down because was in for a booked recall airbag while you wait but still took over 2hrs for a quick job
08 December 2024
Did not reset my message in the car so have to return. I do wish that they wouldn't change every setting of my drivers seat. Forward and back is fine but not the height and back rest
07 December 2024
Very good customer service although they likely keep your car the whole day for an airbag change.
07 December 2024
Clean work
07 December 2024
Good end result
07 December 2024
Work performed smoothly and in timely manner
06 December 2024
The quote was spot on I was able to wait in the afternoon
05 December 2024
Very good service
05 December 2024
It was a small job (recall). I had to insist that the job was done within the time window agreed when making the appointment and was told I couldn't therefore have a wash.
05 December 2024
Polite and professional
05 December 2024
Very long wait (1hr+). One of the last leave in the evening. Didn't feel like a priority at all. Felt forgotten about
05 December 2024
Another great experience from Phillip.
04 December 2024
Easy drop off and check in, good communication.
04 December 2024
Just very expensive
04 December 2024
Quick response Seamless processing of service addressing concerns / queries courteous staff good and relaxing environment
04 December 2024
The staff members were excellent.
03 December 2024
Was not happy with communication, booked major service to only get cancelled the nigh before and no call back to rebook it. Then booked it myself again online, took it to garage, waited for long time to be seen. Definitely no good customer service
03 December 2024
Steve Wanstall was absolutely excellent and tried to do his very best which was very much appreciated.
02 December 2024
The dealership were very good in dealing with my service and provided a car for me to use.
01 December 2024
Everything was done quickly, queries answered and dealt with.
01 December 2024
Elise (service team) at Maidstone was excellent, efficient & ensured I was dealt with professionally, hat all my requirements around timings were met. At every point Elise showed totally accountability for my car & myself as a customer. 'Well done'.
30 November 2024
Service was okay. Just why do I have to keep going back every 6 months? Why not a year, 18 months or even 2 years when the oil needs changing and do it all at once?
30 November 2024
No update on the car. Had the car from Thursday until Saturday as no one would answer the phone to give an update
30 November 2024
Great service, excellent team very professional and polite
29 November 2024
Great bunch of staff and professional outfit
29 November 2024
As usual we were well looked after by your service engineer, Elise Mankelow.
28 November 2024
Kept me informed at all times.
28 November 2024
The staff are amazing in particular Jess and Steve and the service team who looked after our Car. The time spent waiting to actually get through by telephone to these lovely people is however, not acceptable. Avg time holding 6 mins automated system
28 November 2024
Very friendly but difficult to get through on phone and didn't ring back when promised to call. Didn't resolve or fix issue either although it was an intermittent issue to be fair.
27 November 2024
Would have been 5 stars, but was offered a free car wash which wasn't done
27 November 2024
Stratstones, sorted and appointment promptly, carried out the work they said they would in the time stated and also did a free health check on my vehicle.
27 November 2024
Amil went above and beyond to make sure my M3 Touring was looked after
27 November 2024
No complaints
27 November 2024
Kept informed of the work being carried out. Even when it had to stay in for longer.
27 November 2024
Car was done quickly and I was contacted when it was done
27 November 2024
They did not have my contact number despite having a bmw account.
27 November 2024
Great Service
27 November 2024
Seemed efficient enough and the servicing charges for an
27 November 2024
Great svc
27 November 2024
Good service
27 November 2024
Simple to deal with and confident work is carried out to good standard
27 November 2024
You lost a star because for the last 3 visits I haven't received the vehicle safety video - is that because it's been discontinued?
26 November 2024
Easy to book, work completed on time and a curtesy car-wash included, great service! The automated check-in & key drop machines are an excellent addition.
25 November 2024
My car was lovely and clean too. The recall is very professional
25 November 2024
Polite staff and a good price for the work
25 November 2024
Excellent communication, polite and helpful staff
24 November 2024
Elise professionalism makes all the difference
24 November 2024
Over 5 hour wait
23 November 2024
Good service. Helpful and attentive. Delivered on expectations.
23 November 2024
The change of ownership has dented my confidence in the Maidstone centre, even though I can't fault the people I have dealt with, the customer experience has fallen well below my expectations, your cutting of staff levels is very noticeable
22 November 2024
Work completed on discussed time frame
22 November 2024
Great
22 November 2024
Work done on time.
19 November 2024
Friendly service by Arden Staff.
18 November 2024
No follow up return calls on my trying to still book in for new tyres to be fitted - have called so many times -
18 November 2024
Friendly srevice
18 November 2024
The person who carried out the service took a bottle of two litres water from my car boot drunk it and left the bottle under my seat. Secondly, he left the used seat cover on the seat. Very disrespecting, am not happy abt this. Others were removed
16 November 2024
Very efficient, friendly and welcoming.
09 February 2025
Good experience