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Stratstone BMW Derby
Sir Frank Whittle Road, Derby, DE21 4RZ
derby
4.2 (30,079 reviews)
Stratstone BMW Derby
Sir Frank Whittle Road, Derby, DE21 4RZ
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Booked in and was reminded of date and time. Greeted with a smile explained how long etc asked if require a coffee , tea or cold drink in fridge. Given a Uber credit to go into town if you wish too as was going to take 4hours. Then Tristan conducts a ‘masterclass” on how to go onto dashboard- highlighting how you can change the screens etc
My partner brought a car from you guys. Extremely disappointed and upset with the poor service costing her£1000+ During her service and MOT in August 2025 the mileage amount was input incorrectly at my last which has caused her a huge amount of issues with insurance and selling the vehicle. This has cost her upwards of £1000+ as £650 was deducted when she sold the vehicle for the ‘clerical error’ and she could not get a number of cheaper car insurance policies because the mileage was incorrect. She has tried to make a complaint directly with the branch however this has been completely ignored and no resolution provided. No apology no empathy or anything. They say they’ve requested for this to be changed but what about the inconvenience, time, stress, hassle and financial loss this has caused her. I do understand errors happen however it is how they are put right which matters therefore, I would avoid the Chelmsford branch to avoid a poor level of service and potential costly mistakes!!
Overall the customer service was poor. Prior to attending the appointment I was told over the phone that the works should be done my midday so I decide to wait. I was left with no proper updates. I kept having to ask for an update. I was then informed of a finding on the car- having temporary repairs in the tyres. I have never changed the tyres. I the noticed that on the day I collected the car from the video I took whilst still at the store it shows the repair on the tyre. I informed the person and the manager was made aware. He refused to even come out and speak to me or even acknowledge my follow-up email. I was sat there from 8 AM to 1430. Being left with no update, no acknowledgment just showed no respect for customers. If I had been told I would’ve gone home or even for a walk. And it is very appalling. I didn’t have this treatment by the sales team at all. And it’s really unfortunate. I have an appointment coming up and I’m literally dreading coming in I was looking to even go elsewhere but not sure how this will work with warranty etc…
Great washing of the car, asking for payment upfront is not acceptable and not contacting me when I specifically leave a note on the car for issues is a total failure of customer care. A new suspension part that is 10 months old and done 2700 miles on it that is faulty is not covered by warranty is poor imo too. Still waiting for a response to move forwards ..last year was no better with customer care either
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
