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4.5SERVICE
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.
284 ratings and 185 comments received in the last 90 days.
11 September 2026
Stephen was fantastic throughout the process, making sure I was kept up to date with the order and happy with all of the details.
03 September 2026
Sales staff so helpful
03 September 2026
The process was made effortless and everything worked like clockwork. Darren Barham delivered on everything asked of him and made the purchase very straightforward, together with the P/X of our old car. The Stratstone team is to be recommended
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
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
The sales person Stephen was very helpful
03 July 2026
Speedy, informative, options given & listened/matched well
01 July 2026
Well communicated, kept in the loop, helped from every angle. Quick and efficient.
20 September 2026
Everything was completed efficiently and on time all my dealings with the service department were handled well.
20 September 2026
Easy booking in and work done very satisfactory great service all round
19 September 2026
All work carried out satisfactorily and video update was very helpful. Only 4 stars as greasy marks left on interior door handle & bit on leather.
17 September 2026
I have never been treated so well
17 September 2026
Went above and beyond
17 September 2026
I asked for tyre pressure check I could see on the app before collecting the car that one tyre was very low. I had the tyre checked at a tyre centre. The actual wheel had a crack in it which wasn't identified despite the video confirming all OK.
16 September 2026
When I put in my car for the service the aircon was fine, but afterwards it was broken
16 September 2026
The staff were kind, friendly and efficient, especially Becky who was in charge of the carrying out of the MOT test for which I was there.
16 September 2026
Thought more parts,would have been added .ade service plan very mediocre
15 September 2026
Reception & Service staff were all very courteous and helpful, keeping us updated during this 2hr slot booking for the MOT on our car.
15 September 2026
Very safisfied with how I was treated and they saw me earlier
13 September 2026
Mostly, I am satisfied when I visit BMW Maidstone, my recent occasion was no exception. What I'm not happy about is the booking system. When the phone is answered in Leeds they say BMW Maidstone and they are not. The personal touch has been lost.
13 September 2026
From the moment I entered the Maidstone bmw works to the time I picked up my bmw , I was treated very well by all your staff. The car was in for a recall on the starter motor. All done professionally, then washed and mats hoovered.. many thanks.
13 September 2026
Very pleasing experience from booking to completion.
10 September 2026
Car was supposed to be washed but wasn't , also car was returned but I only knew it was there because I went for a walk and saw it! I told the reception but it took another 15 mins before they could find the paper work - not impressed!
10 September 2026
Mainly because of Jessica Smart's customer service. Took my car in for a routine MOT, and it was found to have a small coolant leak. Was able to stay in my courtesy car which made things so simple, and Jess dealt with the warranty issue easily.
10 September 2026
Free tea and coffee was the best thing about coming to this dealership. The recall was done to a high standard and a print out of my cars health check was given to myself. But the wait time and lack of communication made the experience poor.
09 September 2026
All completed on time
08 September 2026
The staff and center are lovely. Your standard rate of labour is unbelievable at £210 +vat per hour
06 September 2026
My car came in for a warranty repair, initially i spoke to Jess when i dropped my car off which was quick, clear and easy, i then had updates through Emilia (i think that was her name) whole process was great and the repair was complete within 1 day
06 September 2026
Veer thorough and efficient.
06 September 2026
Poor Customer service bad ever. I was standing and waiting for my key when they said it is done, . I was very disappointed , poor overall
05 September 2026
Just a professional attitude
03 September 2026
We sat waiting for the car for 4 hours before a courtesy car was available.
03 September 2026
I brought the car in for MOT and inspection but it failed on a broken handbrake cable retaining clip (a weak part that has been replaced with an improved version, of metal). To have this fixed cost over £400. Not pleased with that, but happy with BMW
03 September 2026
The wait is long even with pre booking
02 September 2026
I felt like i was put on the backburner having driopped of my 15yr old car for a recall at 1045. I was told i could pick up in a few hours. By 1530 it hadnt moved and had to push for it to get done. No free health check done either. Shame really.
02 September 2026
Costomer service was good and I was satisfied with my experience.
02 September 2026
Excellent Communication at every stage especially as the vehicle had to be retained longer than expected
02 September 2026
Always happy
02 September 2026
Car was booked in for Headbag recall, and to have Front and rear Dashcams fitted which were purchased when car was bought. I had to ask for a demio to explain the workings of the dashcam done by a guy who shiowed no interest at all, poor explanation.
02 September 2026
Took nearly a month for my insurance return form to filled and returned by the work shop
01 September 2026
Staff and process was very good
01 September 2026
All went extremely well, from booking in to personnel on service reception. Car returned clean. No complaints Whatsoever
31 August 2026
Everything requested was done
31 August 2026
Happy with the service and did a great job of cleaning the car thanks
30 August 2026
If I could rate it less I would absolute sub standard service considering it's one of BMWs flagship cars
30 August 2026
On budget and on time
29 August 2026
Booked for 10 advised 2 hour wait - chased after 2hrs 15 , I was told car would be back in 15mins - chased again - car arrived back after 3 hours - for a MOT ?
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.
27 August 2026
Very efficient
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 .
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
Quicker than I thought
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
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
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
Only a small repair and seems to be ok
21 August 2026
Too little feedback as to what was included in the 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.
20 August 2026
Service done with no problems. Drop off and collection all good.
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.
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.
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.
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
Friendly and comfortable environment. Nice coffee
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
Because thay doing good job all the time.
16 August 2026
I presume that you have done what the recall required.
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.
15 August 2026
Very efficient
13 August 2026
Engine is still leaking after all inspections
13 August 2026
Ease of service
13 August 2026
Everything was coordinated smoothly and conducted in a very professional way. Thank you.
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
Quick, efficient and good communication
07 August 2026
Efficient and quick 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
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
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
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?
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
Service was good
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
The job was completed quickly and satisfactory
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
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
From my arrival to finish the service was exceptional
30 July 2026
Was given a realistic time frame for the work on arrival, pleasant waiting area. Work finished on time
30 July 2026
Good customer service
28 July 2026
Was left inappropriately informed on costs related to works with BMW warranty
28 July 2026
Staff was professional
28 July 2026
Good service, very accommodating for my circumstances, outcome achieved.
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
Very smooth process for mot and service.
23 July 2026
Completed as specified.
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
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 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
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....
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.
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.
21 July 2026
Despite delays, I was given regular updates and explanations.
20 July 2026
Excellent professional speedy service
20 July 2026
Good efficient all round service. Stephen in sales was knowledgeable and helpful without being pushy.
19 July 2026
service completed quickly while I waited
19 July 2026
The service I received at reception was professional.
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
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
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
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.
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
14 July 2026
Friendly staffs and professional
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.
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
A comfortable waiting area. Very helpful staff A useful video communication of the inspection
08 July 2026
Excellent service
08 July 2026
Very helpful
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.
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
The team at Maidstone are so quick and efficient
03 July 2026
I found all the customer advisors that I spoke to very polite and professional.
02 July 2026
Emilia was fantastic
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.
01 July 2026
Very impressive customer service from booking in and getting work done whilst waiting in showroom which had good facilities.
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
Quick and easy, great service
30 June 2026
Friendly and helpful staff
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.
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
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
Excellent service no issue car finished and waiting for me when arrived
26 June 2026
Be nice on drop off to know a estimated ETA when car will be ready.
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
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
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
14 September 2026
always a pleasant experience and Stephen Spalding is a credit to the brand