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Stratstone BMW Leeds
Gelderd Road, Leeds, LS12 6EG
leeds
4.2 (30,551 reviews)
Joined 2006
Stratstone BMW Leeds
Gelderd Road, Leeds, LS12 6EG
This branch requires urgent intervention. My vehicle has been with your dealership for approximately three months, and throughout this period I have experienced constant issues, poor communication, and what I consider to be unacceptable levels of service. On multiple occasions, responsibility has been shifted onto the leasing company rather than acknowledging the dealership's own failures. I have been repeatedly informed that the vehicle was ready for collection, only for further issues to arise. Initially, I arrived to collect the vehicle and found that parts of the vehicle had not been properly reassembled, with covers still removed and further parts required. Communication throughout the repair process has been extremely poor, with staff members who were dealing with my case leaving the business and no clear handover or update being provided. Despite escalating my concerns to senior management and the Executive Team, I have had little to no engagement from the dealership's leadership. In particular, I have not received any meaningful communication from the Branch Manager, Dwayne, despite the seriousness of the issues and the length of time my vehicle has been off the road. Most recently, I was advised that the vehicle was once again ready for collection. Upon arrival, I found that the vehicle had not been properly prepared, was not clean, and had a significant mark around the fuel filler area. Although I was initially concerned this was a scratch, I was later informed it was residue from tape and the vehicle had to be returned to the valeting bay. More concerningly, after leaving the dealership, the vehicle suffered what appears to be a major suspension failure. A red warning light appeared instructing me to stop the vehicle immediately, and the rear of the vehicle dropped so low that it was almost touching the tyres. This created a serious safety risk and could have resulted in a significant accident. After three months in your care, it is deeply concerning that a vehicle could be returned to a customer in such a condition. This raises serious questions regarding the quality of workmanship, vehicle checks, and the sign-off process before handover. In addition to these issues, I have found the overall customer service experience extremely disappointing. The lack of ownership, poor communication, and unprofessional attitude displayed by some front-of-house staff have only added to what has already been a highly frustrating experience. At this stage, I have completely lost confidence in this dealership's ability to manage repairs, communicate effectively, and ensure customer safety. The handling of this matter has fallen far below the standards I would expect from a premium brand
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
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