BMW X2 2018 - xDrive 20d Sport 5dr Step Auto

Bought a used motorbike from Stratstone BMW. I was hesitant at first due to the reviews of the dealership. Whilst they insist on bank transfer for payment, I wanted to pay by card. We came to an agreement to pay a little on both. These are policies set by owners as I understand it, which makes it difficult, as a customer, I feel there should be options available to us rather than be so restrictive and we must follow the dealers preference. To be fair to the staff, they tried to help me with this situation. Paul the salesman was great, honest and no fuss. The sales managers were also friendly and helpful when I picked the bike up. Overall, there is still work to be done at the dealership to shift the negative reviews of the past, but you can see they are working on it.

Truly shocking customer service, avoid in any cost. I needed to book my yearly service. Booking the appointment was challenging enough, as it's really hard to get through their lines. When I finally managed to speak to someone, I was told, someone will call me to discuss which part will be needed etc. No one ever contacted me & when I tried to remind them and called them several times, whoever I was talking to was rude and couldn't care less. In the end, I booked my service elsewhere as I completely lost trust in Arden TW BMW Motorrad. They can't care less about the aftercare and their customer & I was honestly worry, they will mess up my motorbike. Frankly shocking experience and I really consider getting different make motorbike, as BMW service and aftercare is awfully appalling.

My first experience this year included vastly incorrect quote amount, a confirmation of works which in the end were wrongly diagnosed and apparently couldn’t be carried out. All this time without a car and no offer/availability of courtesy car - or apologies/understanding for inconvenience. The next interaction was where works were again discussed, agreed, confirmed and committed to - for the same issue, and could apparently now be done. Then a follow up call the day before informed me no parts had been ordered so they’d need to keep the car longer (no apology or offer of courtesy car, again). Documentation already provided had been lost (driving licence and passport!) then, again, works discussed, agreed and committed to could not be carried out. Quote would be significantly more. Poor communication between staff, bad communication with me (difficult to contact on phone, confusing/unclear updates) then no update at all even when a commitment offered to get back to me. I’ve now had no update at all 16 July.