(View 15,303 vehicles in group)
Stratstone BMW Harrogate
Princess Royal Way, Pannal, Harrogate, HG3 1LG
Stratstone BMW Harrogate
Princess Royal Way, Pannal, Harrogate, HG3 1LG
(View 15,303 vehicles in group)
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I purchased an AMG Mercedes which is still under warranty. I also purchase a 2 year service and MOT plan and recently had a major service. My wife has noticed a petrol smell recently and I was looking for reassurance that the car was safe to drive. After inspection, no fault found and a very expensive charge for less than 1 hours work. I’m really disappointed that Mercedes feel the need to charge for that inspection given my commitment to them from another car brand.
The service advisor Rama is such a lovely person to deal with, she greets you with a smile that so welcoming and a very helpful and happy person. When I came to collect my vehicle it wasn’t ready, so Rama being Rama made sure there was no drama as she effectively kept me updated and made me a nice white coffee while I waited. The service team are fully aware how important the role of a service advisor is to their customers, which Rama showed towards my visit on Wednesday 10th June. I wish Rama all the best for her future. Kind regards, Roger Hughes
Unfortunately, I had a very bad experience with the parts team. They displayed what I believe to be misogynistic and ageist behavior. When I first went in for my service and I was requesting newly coded keys, I was met in a very sarcastic tone asking me, “And you know how expensive these are, right?” I was very shocked by this line of questioning, and I responded with, “Yes.” After this, I was also met in a condescending tone being asked about the list of documents that would be required for me to receive the service. I had already previously been made aware of this, so I had all the documents present on the day. It seemed like I was just being talked down to the entire time, and based on this, I placed a call to my father. After placing this call to my father, I was further questioned on my driver’s license, which was clearly a UK driver’s license, but had my birthplace listed as Dublin. I had to explain this to the staff members as they kept saying they didn’t know why my license was a UK driver’s license but said Dublin, even though it was just the birthplace and my home address was very clearly listed as Northern Ireland, which is the UK where I live. It seemed that only after it was clear to the staff members that my father was on the phone during this experience, and that he would be paying for the service and was the registered owner of the car who gave me authorization to request the service on his behalf, did their tone change. All of a sudden they started to speak to me in a friendly and helpful manner. If that had been an isolated incident, I probably wouldn’t make any further comments or go on to say anything else. But then when I went ahead to book my service, I booked it with the service team over the phone. That was faultless and seamless. There were no problems during that. Basically, then I came in on the day of the service to collect my car after the service was finished, and my invoice was incorrect. So I asked the first member of staff that I spoke to, “Can this invoice please be redone? Also, can you do it in my father’s name and using his details,” which were the details that they took when they received payment for the service and in the authorization letter for the service. This staff member went into the back room to talk to a supervisor and came out and said, “My supervisor said it’s fine as it is.” I then had to point out the fact that the invoice wasn’t fine as it was anyway, because the name that it was addressed to wasn’t even my legal name. It was a shortened version of my name, and it had listed that shortened version as both my first name and my surname. So I was like, “That’s just incorrect.” The supervisor then came out and asked what the issue was. I told him the issue, and he reiterated that they were not going to change the invoice to my father’s details. I continued on to explain how his details were taken to pay for the service, that he’s the registered owner of the vehicle, and how the invoice should be to him, not to me. He then very condescendingly and in a very rude tone asked me, “I don’t understand what you’re trying to do here. Are you trying to claim it back or something?” I just thought that was rude and condescending, and a very invasive question as well because, frankly, whether or not I had some kind of policy where we were going to claim back the cost of this or it was covered under one of our insurance policies, it’s just not really any of his business. The tone that he asked it in was very demeaning. I then had to place another call to my father, who made the exact same request that I made verbatim. Word for word, what I said is basically what my father said. But all of a sudden, when he said it, now they could do it. Even when they said they were going to do it, it wasn’t without rolling his eyes and making comments like, “This is going to take me another extra 10 minutes,” in rude tones. However, they still did it in the end. I just felt like throughout this whole experience that anything I said wasn’t acknowledged and I wasn’t taken seriously as a customer until my father got involved. I can only put this down to the fact that I’m a young Black woman and I was looked down on based on my appearance or age when interacting with the parts team. They didn’t seem to respect me in any sort of way. Unfortunately, this just wasn’t a great experience for me, and I just hope that nobody else has to face the same prejudice that I faced while dealing with the parts team.
3 months after purchasing my new car it came to light that the last 2 digits on my number place had been transposed. These things happen but when visiting the garage to rectify this not one person came to speak to me and apologise for the inconvienience this had caused me.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
