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Stratstone BMW Doncaster
Wheatley Hall Road, Doncaster, DN2 4SR
doncaster
4.2 (30,996 reviews)
Joined 2010
Stratstone BMW Doncaster
Wheatley Hall Road, Doncaster, DN2 4SR
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I will not use Audi Warrington again and for those people proposing to pay a premium rate (£220/hour) for the reassurance of quality and competency from a main dealer, please read below. My car (Audi S5) did 60 miles (32miles to and from Audi) and sat on the path for 5 days after the visit to Audi for remedial works emanating from a service the month before. When I started the car a week later the oil light was on and showing I needed to top up 1.25L of oil. I reversed the car and there was an oil slick covering my block paving and the under-tray was completely dripping with oil. I was obviously alarmed and spoke to Audi but I mentioned that i would have to trust them to advise me what went wrong . In hindsight I should have taken it to an independent, but I thought I could Trust the Audi brand. I've had the car for a year and not once had to top up oil or had the oil warning light on the dash. On the service visit 4 weeks prior, the technician had commented on a minor oil leak. As I'd not had to add any oil in 12 months I said i'd keep an eye on it and pay the £180 for them to investigate if there was any evidence of oil leaking. The under tray was dry in the days after this and the path was dry. After seeing the oil I called Audi and after 4 attempts I asked to speak with the Service Manager. He advised me to top up with oil (£19) and take it in as soon as possible So I drove the car to Audi Warrington and they gave it to the same mechanic, who had done the service and remedial works? Was he going to own up if he'd made a mistake? I suggested someone else have a look, but was advised 'it needs to be him because he knows what he's done' Well it seems from later correspondence that the Service Manager had every confidence in his integrity. After inspection I waited for the Service Manager. He said there were some missing bolts around the oil pan and although they didn't have the bolts in stock they had used some other bolts that would need to be replaced. The subsequent mechanics report told a different story that oil leak had 'gotten worse' and he found 2 bolts from the oil sensor had 'comee [sic] loose. He also said oil cooler was leaking and needed replacing at an approx. £2500. Bear in mind i've never once had to add oil in 12 months. The Service Manager said as a gesture of goodwill they'd have a look for the leak... so like this was nothing to do with us but we're being very good to you! Subsequently speaking to a mechanic from an independent Audi specialist, he said they have definitely missed something, speaking to my son who is a Toyota mechanic and him showing the Audi report to his colleagues, they was some amusement and scepticism about the comments, and finally taking it to an independent garage today for a peace of mind inspection they were also mystified as to how that could have happened and felt pretty confident that Audi caused an issue and were not being truthful. Since the visit to Audi 2 days ago the oil leak has stoped and the independant examination today confirmed that there is no oil leak, but just the residue from the leak that has covered underneath the car and the car smells of oil when driving as the exhaust burns it off. They asked why Audi didn't wipe down the area? The previous week when they did the remedial work they also completed a health check, but didn't mention oil leaks at all, (very strange given their propensity to generate money) and yet the car is covered in oil 50 miles later? I raised this with the Service Manager he said they wouldn't repeat something that had been reported the previous month, but they did do this with other issues that they repeated on the second health check, so this doesn't make sense? So many inconsistencies and coincidences that you don't need to be Sherlock Holmes to work out what's happened here. But the worst part is that covering this up and not being honest has removed any trust I had with Audi Warrington. The independent garage also said today... did they tell you the brake wear indicator has been bypassed? and showed me a picture of disconnected wires left hanging...I replied no! The Service Manager rather derogatorily refers to the smaller Audi specialist support centres as 'backstreet garages' they may well be that but i'd trust these guys any day over Audi Warrington! The Service Manager advised that their processes are regulated so I asked for contact deals of the regulator and I contacted the Central Audi number he gave me, but they operate like a mail box.., sending my complaint to Audi Warrington and then passing their reply back to me... so no robust audit compliance system here! I copied the General Manager in to my concerns and this wasn't even acknowledged Im afraid it's the Motor ombudsman once the 8 weeks have elapsed. ... and stay way from Audi Warrington.
Unfortunately, our experience with Stratstone JLR Tonbridge fell far below the standard we would expect from a premium brand. Whilst the vehicle has now been repaired (total engine failure after only 13,000 miles), the overall customer journey was disappointing. Communication was poor throughout, updates often had to be chased, and there appeared to be little appreciation of the significant inconvenience caused by having a nearly new vehicle off the road for an extended period. Particularly disappointing was the lack of proactive customer care during the dispute process. We were left paying finance on a vehicle we could not use, incurred additional transport costs, and at times felt we had to drive the process forward ourselves rather than being supported by the dealership. The workshop technicians we dealt with were courteous and professional, and the eventual repair was completed within the timeframe provided. However, the lack of senior management engagement and overall customer service throughout the matter has significantly damaged our confidence in both the dealership and the Land Rover brand. Based on this experience, we would be reluctant to recommend Stratstone JLR Tonbridge to friends or family.
Unfortunately, our experience with Stratstone JLR Tonbridge fell far below the standard we would expect from a premium brand. Whilst the vehicle has now been repaired, the overall customer journey was disappointing. Communication was poor throughout, updates often had to be chased, and there appeared to be little appreciation of the significant inconvenience caused by having a nearly new vehicle off the road for an extended period. Particularly disappointing was the lack of proactive customer care during the dispute process. We were left paying finance on a vehicle we could not use, incurred additional transport costs, and at times felt we had to drive the process forward ourselves rather than being supported by the dealership. The workshop technicians we dealt with were courteous and professional, and the eventual repair was completed within the timeframe provided. However, the lack of senior management engagement and overall customer service throughout the matter has significantly damaged our confidence in both the dealership and the Land Rover brand. Based on this experience, we would be reluctant to recommend Stratstone JLR Tonbridge to friends or family.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
