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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.
439 ratings and 225 comments received in the last 90 days.
19 March 2025
Allways looked after by Luke at Stratstone Maidstone (formerly Arden)
17 March 2025
Jamie Kinloch was very professional and kept me informed of the progress at all times. He advised me well on my options and helped me make the right choice.
14 March 2025
We had good experience with Sales Consultant Jamie but BMW Maidstone as organisation failed us.
10 March 2025
Very friendly and professional
09 March 2025
All questions answered and lots of advice given
07 March 2025
Excellent
06 March 2025
Wrong spec car provided on collection not what I ordered I questioned this and was told by the salesman
06 March 2025
Phillip Lyon was our sales contact. Professional and humourous. Quick and efficient. I'd buy from Phillip again and would recommend him. Receptionist was also excellent.
02 March 2025
Relaxed atmosphere
01 March 2025
The staff were very helpful and informative and delivery of the vehicle was prompt.
25 February 2025
Good facilities and pleasant staff
24 February 2025
As a first time bmw customer , I found the whole experience from start to finish straight forward and Jamie was extremely helpful.
12 February 2025
Amazing Service!! Jamie was amazing from start to finish and gave us the quickest turnaround we've ever had when buying a car. He couldn't be more helpful and nothing was too much trouble for him. Car is perfect and we've had a perfect experience.
09 February 2025
Good experience
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
Very good service
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.
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.
22 March 2025
Kept me upto date with the progress
22 March 2025
Managed to get all the answers I need and informed me with everything I need.
22 March 2025
No problem
21 March 2025
Excellent professional and very welcoming all work completed on time and everything explained
21 March 2025
Very good service from start to finish. My service plan needed swapping over, but Helen made that all very simple. Being able to wait onsite and work was very helpful.
21 March 2025
There is nothing to add. I am satisfied. One small point - it would have been better if I could have had the car in in less than 3 weeks from date o booking.
20 March 2025
Refreshingly better than Arden!
20 March 2025
Service provided by staff.
20 March 2025
My only point of dis-satisfaction was that my car was more dirty when returned to me than when i dropped it off. The car was covered in fine dust and dried water mark spots. It was not freshly washed
19 March 2025
They ensured all went smoothly
19 March 2025
The service department has been great at keeping me up to date with repairs especially Abby. Everthing was dealt with promptly and I have no complaints what so ever
18 March 2025
I can be sure the work is of high standard
18 March 2025
Reasonable price. Great service
18 March 2025
Again excellent work and comms, just the service loans that bring down the rating
18 March 2025
There is nowhere to park the site is not fit for purpose
17 March 2025
Very satisfied
17 March 2025
Service and staff were friendly and knowledgeable car was handed back clean.
16 March 2025
The service team were professional and kept me informed.
16 March 2025
Easy to book. Elise was, as always, extremely friendly and helpful. I saw the technician driving my car on the road test. He was driving in a very professional manner. A stark comparison to another premium dealership on the estate
16 March 2025
Completed on time and to my specifications.
15 March 2025
Both of the members of staff that I met before and after the service on the desk were both helpful and friendly. Makes it a pleasure to visit. (You still do a good coffee too!)
15 March 2025
From start to finish absolutely excellent
15 March 2025
Brilliant customer service. Regular updates on the status of the car. Friendly service.
15 March 2025
I was told there was a charge of £39 , but email offering the check up was said to be complementary, I did not pay but this should have been known
15 March 2025
Very professional
14 March 2025
Service received was very prompt and friendly.
13 March 2025
Polite and professional service given
13 March 2025
Everything went OK
13 March 2025
I was satisfied with the service.
13 March 2025
The service itself was fine
12 March 2025
Friendly, efficient service. Nothing i would change
12 March 2025
apart from who ever washed my car came back worse then it went in, need sacking
12 March 2025
Very quick and the staff are always friendly and helpful, which is important to a lady on her own.
12 March 2025
Car was fully evaluated and window wiper rubbers replaced as requested. We appreciated the car also being cleaned.
12 March 2025
Overall happy but dont apreciate the push of replacement consumables before life end. Gives the wrong impresion
12 March 2025
Work carried out in a timely manner.
11 March 2025
Poor telephone contact with service department, no answer, lengthy hold
10 March 2025
The lack of communication and lack of knowledge of the car makes me uncomfortable to go back to then
09 March 2025
Was offered a 2 hour slot when booking service. Arrived on time at 10.30 but over 5 hours waiting for service to be carried out. Service reception staff helpful, facilities at showroom good but my time could have been better spent elsewhere.
09 March 2025
See above
07 March 2025
Work completed
07 March 2025
Due to the software update my phone contacts now read last name then first name. This is especially difficult when I have contacts with their company names shown after their first name. There seems no way to resort in alphabetical order.
07 March 2025
Once in the dealership service was as expected from BMW
06 March 2025
Quick and good service.
06 March 2025
As above! Nothing was too much!
06 March 2025
Positives: great to have timed session so not waiting all day - happy that recall inspection done as well as service items - pleased to have car wash included - friendly reception team. Negative: Mileage error on invoice re: M888PHD.
05 March 2025
As before.
04 March 2025
I was very well looked after, right from getting out of my car, when a gentleman with an ipad used my name and asked how I was.
03 March 2025
Car recall handled well. No issues or waiting around
03 March 2025
Great service
02 March 2025
Great friendly service
02 March 2025
The absolute best dealer around, won't use anyone rlse
02 March 2025
The purpose of the visit was not satisfied I was offered for a Qoute but received
02 March 2025
Check in and drop off was flawless
02 March 2025
Only dropped one point since they had not prewarmed about the part's non delivery.
01 March 2025
Steve was very thorough and went through all the details of what was going to be done
28 February 2025
Tess was very helpful
28 February 2025
VERY well spoken young lad checked car in very professionally
27 February 2025
Very helpful
27 February 2025
Staff were great and very helpful
27 February 2025
I didn't have to wait inside booking in the car. Almost seen to at once.
27 February 2025
It was almost a perfect experience.
27 February 2025
All was great
26 February 2025
Friendly efficient staff, nice waiting area, no complaints.
26 February 2025
Service is always good, as a customer you are included in all that is happening
26 February 2025
One issue we flagged at check-in was not investigate throughly enough.
25 February 2025
As above
24 February 2025
Emil in particular has been an amazing help. I have had some issues previously with my car and BMW UK offered an extended warranty but noone at BMW UK was responding. Emil managed to get me in touch with someone to resolve the open item - appreciated
24 February 2025
Overall i was really please with the service and reports. I was given £100 voucher as car was in for. Safety recall. Very pleased
24 February 2025
All good except failure to answer call to service team after vehicle check received so had to email.
23 February 2025
the workshop examined my car and advised that I didn't need new front brakes or disc eventhough it was making a grinding noise. They advised I stll had 30% left .That shows honestly, trust and integrity for not changing it anyway will book again
22 February 2025
Cost exactly what I thought it would, car came back spotless, and feels somehow better drive than pre-service (could be physiological!).
22 February 2025
I was given a voucher for a coffee in M&S because I was staying nearby whilst the car was in the garage. It was much appreciated
22 February 2025
Staff was helpful from day one when I went into the garage sorted out my default with no problems at all
20 February 2025
Got a good courtesy car for works being completed on my own car and customer service was on point
20 February 2025
Always great service, honest and fair.
19 February 2025
Excellent service
19 February 2025
All done
19 February 2025
All round good service
19 February 2025
Excellent waiting area in the showroom, free coffee facilities and I was able to work at one of the desks. It's just so helpful and great service from the team and the technicians
18 February 2025
I took my car in for a recall. 2 1/2 hours later and almost the last person to leave I told my car was ready. I asked if anything needed doing with the recall no I was told but we did a health check. It would be good to be told this in advance.
18 February 2025
Happy with the service carried out just not happy with the lack of communication
18 February 2025
Check in was easy and had excellent communication throughout
17 February 2025
Good hospitality
14 February 2025
Excellent
14 February 2025
Very responsive and professional
13 February 2025
Was checked in for a Brake Fluid change, on completion of service was told Brake Fluid Front Nipples are blocked and needed to be replaced, it was frustrating that this could not be done at same time as they do not stock relevant parts
13 February 2025
Friendly team, lovely surrounds.
13 February 2025
Had to wait for car to be cleaned
13 February 2025
Completed all work successfully.
13 February 2025
Elise coordinated my repair whilst also liaising with Nadia in T Wells and Dave as the repair man. Together they took the worry away from me knowing that it is a stressful period of my life. Dave went above and beyond to ensure I was happy. Fab team!
12 February 2025
Really friendly and efficient. I have always found Elise and Steve to be so helpful.
12 February 2025
As I explained in the earlier comment
11 February 2025
Good customer service
11 February 2025
Did not visit the dealership. It was an administrative issue.
11 February 2025
Had to chase even though car had clearly been finished for hours. Not ready at the time I was told - had to wait 30 mins. No video sent. Not a very warm welcome, ignored no eye contact.
11 February 2025
The wait at the end for retrieving my vehicle was a bit longer than I was expecting
11 February 2025
A very helpful guy on reception.
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
09 February 2025
Friendly informative staff,
08 February 2025
Professional all round
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
07 February 2025
Good customer service.
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
06 February 2025
Appointment (recall) handled as arranged.
06 February 2025
This is because my courtesy car cleaning was excellent.
05 February 2025
As ever super helpful and kept me informed along the way
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
Abby was very understanding of my situation and provided the best service possible.
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
Pretty good however there was no fault found with the battery issue although light kept reminding me . Seems ok now whatever it was
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
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
29 January 2025
A very easy experience from start to finish.
28 January 2025
PAPER WORK SEEMED TO TAKE A LONG TIME AFTER CAR WAS FINISHED
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
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
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'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.
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
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
Very professional staff and i am really happy with customer service
23 January 2025
Customer service
23 January 2025
recall was done also a health check
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
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
There was a delay in the car coming down to the main reception
22 January 2025
Service advisors were very informative and friendly. Made me feel at ease
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
Very thorough, efficient service. Keep up the great work.
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
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
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
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
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 ?
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
But £110 to replace a bulb. Really? Well at least the car was washed!
13 January 2025
Quick and prompt service, and good car wash.
13 January 2025
Knew what they were doing
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 !
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
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
10 January 2025
Elise Mankelow looked after us with her excellent customer service manor and chirpy smile.
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
Is what it is
08 January 2025
DID WHAT THEY SAID THEY WOULD
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.
21 March 2025
Good to complete forms before attending to pick up the new car. Nice friendly staff and good to do business with Phillip LYON for a second time.