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Customer care is dreadful, took 45 minutes to get through, for me to pay the bill over the phone, then they didnt return our call, so another 30 minutes to get through,
Only slight frustration was the delay at service reception with only one desk manned.
Slow, unclear instructions, sat nav issues post service
I booked my car in for service and MOT to be told it had a part on recall. I waited in the show room as I was told it would only take two hours. 3 hours later and still waiting. Then told the part recall would need two days so had to re book!!!!!!
Requested courtesy car had not been booked - a car was made available though.Broken boot floor latch not repairedBrake pad wear advised in conflict with i drive status
The first time I arranged for my car to go to Stratstone some investigation was done but it was inconclusive. However the second time my car visited I was pleased with the way in which BMW resolved the issue to my satisfaction. Thank you.
Well prepared, not too much waiting and friendly service
See above answer. Repeatedly poor customer service. I may consider searching for an alternative dealership.
See my previous comments.
The car was not ready as agreed at the end of the day requiring the use of a loan car - which had a filthy boot !
Great customer experience and was willing to pay for my cab back/to home whilst car was serviced
the only saving grace was 'Wayne', who finally said he would personally make sure that the issue was resolved on the 5th day. Apart from that I hope I do not have to ever deal with this garage again and will not be replacing my car at Stratstone
Because I had no concerns afterwards.
Due to a design fault with the oil filter and it's housing (1st service on an M240i), which was fully explained to me, they had to keep the car for a couple of days. The standard of courtesy car was equivalent to my own, a 440i. Nice car.
Winter tyres were installed but it turns out that the pressure of the tyres had not been checked. Generally the pressure was at 27 psi in stead of the recommended 32psi
I was taken home and picked up when my car was being repaired
Everything happened exactly as promised and my car was ready 30 minutes early.
could not of asked for anything doing differently
I was in a hurry & the 1st person on reception told me everyone on the service desk was busy, so sit down and wait. His more senior dark haired lady colleague interjected and said if I was in a rush so could check my car in. Great service, thank you.
Everything done to high standard and on time.
Friendly prompt and professional service
No feedback on the service, didnt check brake squeaking as requested and had to go back again as they forgot to reset the service lights
The service was second to none.
Chris always treat me as best customer, always got time for me.
Great customer service from an efficient service team. Harrogates service leader was very knowledgeable and helpful
Based on my actual experience
Very helpful all the time
Grate service from very helpful staff
When I went to collect my car the brake pads had not been done as they said they had not quoted for this and the disks needed changing as well a total of £600 above what had already been quoted.
Nice people and deliver the goods.
Car collected and returned to my home. Service fine.
I received my car back in perfectly clean after a routine service which was completed on time with 100% accuracy.
The service is always first class here with a leader like Chris Wright to run his team
Difficult booking experience.The details were discussed with the service manager.
I had no complaints
Dealt with Lewis who was efficient and kept me informed of what to expect regarding timescale
As above First class
Purely on the basis of the excellent guy Chris Wright ??????????????????????????????????
A very proficient experience.
The service staff were excellent but I should not have needed this service as gearboxes should last longer than 60,000 miles.
I dealt with Liz and a gentleman with glasses (forgot his name) at the service desk and they were; polite, good humour, to the point and clear with their communication.
Helpful, efficient, kept fully updated on progress and car ready for time requested
The job was not done properly and had to go back again at great inconvenience.
Again level of service and their willingness to make sure the customers needs are catered for without disruption
It was compleed on time to a very good standard
Takes a long time.....from 10.00am to 5.00pm.
I have no complaints and I was lent a new car for the day
The service from the agent was good
Good service and great customer service but car valet was not very good!
Stratstone Harrogate are always very friendly, approachable and competent.
They are extremely efficient and very customer focused. They are also flexible to meet the customers needs when it comes to timings etc
As a service plan customer I would have found a printout of service history a help in understanding what had been done to my car not just the health check data. ( which was wrong on the previous inspection as regards brake wear.)
Due to the efficiency and politeness of all staff.
Car running better and given a decent wash
helpful, courteous, friendly staff
What customer service?
A good all round service, but see notes in previous answer.
The emergency recall wad delt with promptly and effectively whist I was waiting
refer to answer above. On plus side, courtesy car supplied.
sorted out the problem
Total confidence in the staff.
Easy & convenient booking, all work completed on time!
Sometimes difficult to contact
Car not properly valeted on service visit. Not vacuumed on passenger side. Normally has been to high standard.
As above. Previous time my car was serviced. I was sent an email of everything theyd done to the car and any problems
The young man who looked after me was excellent.
See the above answer. The only reason for not awarding 5 stars is that when leaving a message with tge reception staff a d being promised that someone would get back to me, I had to make the next contact.
Friendly and efficient welcome, good facilities while waiting, car ready earlier than expected.
As above. No loan car was available and we had to wait in reception for an hour to collect the car. The car had been washed but streaks were left on the windows. Perhaps the washing was rushed but why not do it properly?
Guy who served me was greatAll issues resolved, including some caused by previous visit.
I had my car booked in for a replacement head(?) I was informed the replacement part had not arrived. I found out by chance the day before the appointment.The replacement part was ordered on 13 aug. My car is now booked in for 26 sep. Too long
a job well done
Very good service
Delivery day threw up a couple of issues but the team helped me to ensure i could drive it away that day. Ben Singleton was fantastic on the day, very informative, friendly and went over and above (as did the team) to help me have the best experience
The car delivery was delayed and there was little to no communication from the BMW centre. I was always the one to initiate the communication. On the day of pick up I had to have the hand over in the car park on a cold damp day. Sat nav did not work
Excellent dealership, and excellent product.
Everything took much longer than I expected - test drive, ordering, collection
Thank you for your great feedback and your loyalty in buying from us again. It is much appreciated! Enjoy your new BMW. Kind Regards Georgina Watters
Unacceptable delay in refunding the deposit and correcting missing paperwork
Thank you for your feedback - we have recently changed our internal processes to ensure this does not happen. Please accept our apologies for the delay. Kind Regards Georgina Watters Head of Business
Very satisfied when I bought the new BMW X1 through the new car sales executive and head of sales persons I found when I had to pick the car up the paperwork and handover documents were not correct and I had to wait 3 hours till I could drive away
Thank you for your feedback on your experience.We have made some exciting changes at our Retail Centre very recently and your comments are a help in constant improvement moving forwards Kind Regards Georgina Watters Head of Business
The salesman who I dealt with left shortly after ordering the car and no one else adopted the order. For a number of weeks no one seemed aware of what was happening or of when the car would be delivered.
Thank you for your feedback on your experience. Apologies for the breakdown in communication. We hope you are enjoying your new car Kind Regards Georgina Watters Head of Business