Been waiting nearly three months for the promised spare key to be delivered to me even though Stratstone BMW Derby have promised twice that it’s been ordered

Stratstone BMW Derby (Sadly...) Avoid James (Head of Sales) at all costs. I have never been spoken to in a manner as appallingly in my life as I have by this guy. The branch as a general are happy to take your money and the new sales experience was average to good. Aftersales however is woeful. My car has been in the dealership for 6 weeks with an unknown fault which on its own is not their fault. But they can't even give me an update? I go in and no one knows what they are (or aren't) doing with my car. They promise me call backs that never come? Customer service here is non existent. Still absolutely clueless as to what is happening with my car??? I feel sorry for those on the front desk roles because I think they genuinely want to do a good job. Then management wade in and you'll wish you never met them. Raised a complaint via Stratstone head office & promised a call back by the branch today at the latest and nothing. Called Stratstone HO to be told Derby had said 'no update'. No update on the complaint that I'm never called back as promised and I've been spoken to like a piece of ?! Appalling and rude. Use Sytner instead.

After driving BMW cars since the late eighties this will be the last one. Once again Stratstone BMW in Derby have proven to be unreliable and not seem to pass on information to each other or the customer. They have not returned my phone calls despite having my car for one week now, I now am waiting to speak to The Dealer Principal as I write this. As a customer with a genuine grievance I do not like to be ignored, bad enough having yet another BMW on a recall! Fortunately, I am replacing this car with another brand. BMW , no thanks!

We bought a used bmw in November 2018 from Stratstone BMW Derby, but were not permitted to take it away until sometime in January 2019 as there was an outstanding safety recall on the vehicle. I didn’t leave a review at the time as these things happen, and the sales rep was helpful and sourced a courtesy car for us to use. I also chose not to leave a review when we picked up the car, despite the handover rep being abrupt and unhelpful - to be honest we were just happy to get the car finally. The reason I am leaving a review now is that having booked my car into a different bmw dealer, i am told there is still an outstanding safety recall on it. I assumed this was an administrative glitch so contacted stratstone Derby to investigate - surely they didn’t hang on to the car for a couple of months and not actually do the safety work... Unfortunately I spoke again with unhelpful Handover rep - she really needs some customer care training - just told me it was nothing to do with her and that there would be information on the key. When I didn’t understand what she meant, she explained as if to a five year old that a bmw key holds information about any work carried out. I asked if surely there should be a record of safety work carried out on a car sold by them, but she indicated she wouldn’t have access to that information and eventually she offered to transfer me to service dept. The rep there was much more helpful and pleasant, but unfortunately she confirmed that the safety recall work had NOT been carried out. Is it even legal for a dealer to allow a vehicle to be sold and removed, knowing that safety recall work has not been carried out?? And not to tell the customer so that we could make arrangements elsewhere is simply appalling. Another side issue is that the reason I booked the car on to another dealer is that one of the tyres was punctured and having purchased tyre and wheel insurance from derby stratstone when we got the car, I was confident there would be no issue. Unfortunately the dealership where I’ve booked the car into could find no record that we have this insurance. When I asked the unhelpful rep about this she said she didn’t deal with insurance and I should speak with the insurance provider. All in all an extremely disappointing experience.

Below is my complaining email to Stratstone BMW in Derby - it says it all (no reply as yet): I have recently discovered a dangerous defect in the BMW Z4 (FJ65UGR) that I purchased from Stratstone Derby in October 2015. The defect should have been detected and corrected by yourselves on several occasions, namely, pre-sale inspection in October 2015, service in July 2017, service in July 2018 and MOT in July 2018. Instead I have been driving a dangerous car for 3 and a half years. The defect was that one of the asymmetric tyres was fitted the wrong way around (inside side was facing the outside) causing unpredictable driving characteristics. The defect is also a MOT failure. Note that the service technician identified the defect in about 2 seconds with no argument when I went to Stratstone today. I had the defect fixed at Stratstone on 28/06/2019 but with a number of complaints: 1) As discussed above you sold me a dangerous car and missed obvious opportunities to identify and correct the defect. 2) The MOT was either not performed properly or not performed at all. Seems I should get a refund for the cost? 3) Your service person, Lxxxxx, was ignorant of the issue and treated me like an idiot as thought I was trying to cheat Stratstone out of something. I was not taken seriously until I suggested that I report Stratstone to VOSA for the MOT failings. 4) I specifically requested Lxxxxx to ensure the wheel was balanced after the repair (obvious and I should not have had to ask). Guess what – when the car was returned to me it was obviously not balanced with the original weights still in place. Again, another safety failure by Stratstone (high speed instability on the wheel would be dangerous). Your service technician admitted the error and rectified this immediately though. 5) Requests to discuss my complaint with the management was repeatedly refused and I did not get a promised call back from Sxxxx the service manager. Not a good experience. I am sure you must understand my anger and frustration on these safety and service issues. I hope that my complaints in this matter does not adversely affect my future dealings with Stratstone (i.e. I will need to come for a contracted service in July, but I may want to go elsewhere for a MOT).

My X3 had paint coming off one of the roof rails & I didn’t even purchase it from there ... Stratstone BMW in Derby were so helpful booked me in straight away ordered a replacement part .. when I dropped my car off for repair I was given a courtesy car of a very high standard ...very Happy

Don’t use Stratstone BMW Derby, they can’t fit you in even if it’s an emergency for 3 weeks. Don’t phone you or keep you up to date. They used to be excellent but no longer the case.h

I called into the Stratstone BMW Derby parts dept this morning 23/4/19 to purchase engine oil. The Dept was empty of customers. I rang bell many times. After 10 minutes I looked into the rear office to see 5 people doing desk based tasks. I told them about my wait for service but still no one came for a few minutes. Your customer service in the Parts Dept is not what I expect from a BMW agent. I complained to the member of staff who eventually came out to see me and asked to see a manager. He was dismissive of my complaint, saying he would have a word with the staff!

Stratstone BMW in Derby simply ignore the phone. It's 2 p.m. and still haven't got through. Walk away

Called Stratstone BMW Derby yesterday with a view to purchasing a brand new top of the range BMW but nowhere to park whatsoever. Customer parking section was full of BMW cars for sale. Enquired where I could park and was told no where. Having searched the entire car park decided to go elsewhere, so a potential purchase has been lost.