Stratstone BMW Reviews 

I have the same problem as everyone else when you phone for the service team it is never answered I was asked for my phone number so that they could call me but no one bothered to call me
When you speak to the staff they are very friendly but on the last two occasions I was asked if I wanted my car washed I replied yes when I picked up nothing had been done if you are not going to do it don’t ask
What I can’t understand why the management don’t read these reviews if I was in any sort of position there I would do something about it as the reviews are a disgrace

Spent £34000 in March on an approved used car from BMW in Milton Keynes . Within 4 days of owning the car , numerous issues appeared with the rear lights . Have now spent the last 6 months driving back and forth to the garage trying to resolve the issue. Despite replacing a chip in the car on the 3rd September the issue has reappeared. During our contact with the garage we felt we were treated like an inconvenience, the audacity of wanting a courtesy car ( we have just 1 car) and they were doing us a favour! Over 6 months we were offered no apology , zero empathy , no redress and despite complaining to the garage almost 2 weeks ago - NO response .

Ive gave the same review about their higher ups Litha UK , so dont delete this review !
Where do i start ?
So BMW Chesterfield thought it would be a wise idea to process and sign off and do the handover without me , the disabled customer present !
Not only is this against the rules entirely, the salesman at the dealership thought it would be a great idea to call motability also to discuss with them that he was about to sign off my car even though I laid on an opperating table undergoing surgery. (NOT PRESENT)
After the salesman discussed he was about to finalise this illegal transaction to Motability , he was told NOT TO DO SO by Motability Opperations as he will be in "breach of contract".
The salesman went ahead and finalised the contract anyway ,entering my Motability PIN via back door granted access, against Motability’s guidelines , BMW Chesterfield was punished by Motability with a heavy financial penalty.
The day after surgery i went to collect my car .
Collected my car without any walk through and drove away with 3 children , meanwhile without a valid contract or insurance.

Once I realised my paperwork didnt match the handover date that was sent via post 3 days afterwards i then called Motability to discuss the discrepancies.
I was told to immediately pull ovwr and not drive the car .

Then the car was taken from my possession due to "voided contract" .
Throughout the time with my car i had zero insurance and zero acknowledgement !

Was offered a bmw 2 series grande coupe untill my new contract was redone and finalised "LEGALLY".
Yet , was required to pay for the premium insurance at £400+ time i would be without my car that i paid for , i outright rejected this offer !

4 days after , 1 week after the original hand over date , re-signed for my car and went ahead with the normal complaints procedure.
Was approached by Lithias legal council , gaslighting me , stating no fraud was ever committed , was just a misunderstanding and a mix up of dates and outright refuse ANY wrong doing .

My SAR from Litha UK proves otherwise , alfa chat data logs shows everything I mentioned above in plain text between BMW and Motability .

All this just so BMW could meet their sales tagets quarter .
I would avoid Stratstone BMW at all costs, once you drive away , you become a point on their sales chart and nothing more .

Extreamly poor duty of care.
Extreamly poor aftercare.
Extreamly unprofessional.
Avoid ! Avoid ! Avoid !

I recently took my BMW X5 for repair, they took 2 days to diagnose the problem and fix it, whilst they had it they came up with other issues that they said they found, which I gave them the green light to do the extra work. However they fitted 2 new rear tyres and said it needed tracking at a cost of £180. plus other items, a total cost of almost £3000 . The tracking has not been done, they said it needed a new backing plate on the NSF, this has also not been done but they have billed me for it, I have tried to contact them, but no response they just ignore me, when I phone them they just pass you on to another department. AVOID at all cost.

Purchased a car from Milton Keynes and the service I received from George was outstanding, no pressure at all. Took delivery and there were a few issues which were sorted without hesitation and loan car provided. Georges after sales service is excellent keeping me well informed about the status of the repairs, cannot fault anything about my experience.

Bought my new car from Shelby, made the whole process super easy and happily answered any questions I had, great service.

My BMW had two recall notices. I booked the car in at Derby but had to wait a month for the work to be done. I was told that a courtesy car would be available but at 3.28pm the day before I received a voice message advising the courtesy car had a puncture.
I took my car in and was told by Lucy that they would pay for taxis - the receptionist booked a taxi for me.
When my car was in for repair I had a phone call advising that I had two tyres with punctures and asking if I wanted replacement tyres. Stratstone only had one tyre in stock. The cost of replacing one tyres was £225. I declined and had two new Pirelli tyres fitted locally at a cost of £180 each.

When I did not receive a refund for the taxi fares (£25.95) I telephoned Lucy who was supposed to return my call but didn’t. I then called again a week later and Lucy told me that there was a limit of £20 on taxi fares and that she would ask the manager to email me. This never happened. Lucy did not advise me when she booked a taxi for me that there was any limit on the cost of the fares.

I then received this email from Katy Metcalfe -
I appreciate you may have already been contacted regarding your experience and the BMW/MINI survey; however, we have not yet received a response. It would mean a great deal to myself, Dave (Service Leader) and Aidan (Front of House Manager) if you could kindly take a couple of minutes to complete it.
A score of 9 or 10 reflects the high standard of service we aim to deliver. The key question within the survey – “Based on your experience, how likely are you to recommend the brand?” – is a direct reflection of the service you received from your advisor Lucy.
If there is anything that may prevent you from giving a top score, please do contact us first so we can assist.

I did not receive the survey but I did email Katy on 30 June to advise of this and to request the refund of my taxi fares. I have still heard nothing.

It is beyond belief that Stratstone could not replace the tyre on the courtesy car between 3.30pm on 3rd June and 9.30am on 4 June, so avoiding the need for me to use taxis. The failure to repay my taxi fares, the failure to return calls and the complete lack of customer care makes me wonder why they have a contract with a prestige car manufacturer like BMW.

Rude, slow and you cannot get through to them on the phone. I spent days trying to collect my car, because no one would pick up the phone or call me to say my car was ready. Not only are they over priced, I had to drive to the garage to ask where my car was, they admitted it has been sat there days and no one bothered to call me. It now has a fault on the same issue less than 6 months later and a grand lighter.

I’ve had excellent service from Ashley Hook at the Bmw garage in Tunbridge Wells. He is efficient, professional, and incredibly friendly. Nothing was too much trouble for him, and he went above and beyond to make the whole experience smooth and stress-free.

Ashley Hook is a real asset, my visit to the garage is a positive experience thanks to him, and it makes such a difference knowing I was in good hands

A truly shocking experience. I purchased an approved luxury from Stratstone Milton Keynes. It arrived damaged, with scuffed alloys and scratched paintwork. I raised a complaint and was told to sort the issue out myself and the sales person had the nerve to offer me £150. I pointed out I wasnt at all satisifed with the response and wanted the repairs to be organised by Stratstone. Within a few days multiple faults developed with the vehicle:
Fault 1 (reported 30 March 2026): Scuffed front passenger alloy wheel,approximately 2 inches through the black finish, Fault 2 (also reported 30 March 2026): Paint scuffs to rear passenger tailgate and quarter panel, noted by delivery agent VQS on handover both noted by delivery agent VQS on handover, who informed me that we called and raised the issue with the dealership the response from Stratstone was its the customers problem!
Fault 3 (reported 4 April 2026): Passive entry approach-unlock intermittently inoperative on the doors, indicative of faulty door handle sensor, wiring harness, or door lock actuator. Some times the doors on one side unlock, sometimes only one, sometimes, none of the doors unlock at all.
Fault 4 (reported 4 April 2026): A similar fault to above Door locking system intermittent failure, inconsistent behaviour across all four doors via key fob; suspected actuator failure.
Fault 5 (reported 7 April 2026, ongoing): Fuel filler flap actuator failure, flap completely stuck, vehicle unable to be refuelled without forcing the flap open; still recurring intermittently as of 29 April 2026.
Fault 6 (reported 29 April 2026, four occurrences): Vehicle refuses to restart when driver remains inside after shutdown, requires exiting the vehicle and closing the door before the vehicle will restart. Attended by two independent mechanics who confirmed an electronic fault. Consistent with a Battery Energy Control Module (BECM) software defect or 12V battery failure, being a recognised fault on the P440e PHEV platform. This fault constitutes a serious safety concern.
Fault 7: A new issue, the boot sometimes wont open, when it does sometimes it opens fully, other times the bottom boot flap stays closed. This is both via the fob and the boot button.
Fault 8: A warning sign for the passenger air bag keeps flashing up.
Fault 9: Right side headlight flashes on and off even when parked.
The response has been nothing but shocking, emails were ignored, when I did get a response I was told to just shut off the automated opening system and not use it. When I wanted to escalate my complaint, as the faults kept developing, my emails got no responses, finally once I decided I want to return the vehicle for a refund I got a response telling me my complaint had be escalated to customer services. Again, no response came, I complained to the dealship directly via their website, and via Lithia Group who own Stratstone. All emails have been ignored. Stratstone use high pressure sales tactics, they are very quick to take your money but the level of service is beyond terrible. There is no way can this car have passed the 165 point check to be warranted an approved vehicle. I have been mis-sold a faulty vehicle and they simply dont care. I have taken this up with JLR complaints and the obudsman. Stratstone dont care about your consumer rights, clearly in looking over the huge amount of negative reviews they dont care about their customers at all. My advice is spend your money anywhere but with Stratstone.

Went in for the airbags to be replaced due to BMW recall. Pleasant receptionist, very helpful and attentive. In addition to the airbag replacement my car was washed and vacuum cleaned. A vehicle check with advisories helps me to care for my car.

Engaged with business through CarWow. Sales staff obviously under extreme pressure. Wanted me to consider spending £35k on a deal as they were closing in 5 minutes.

High pressure sales techniques circa 1990's. Best avoided.

Dishonest!!!
I went in with my key not working. First mechanic was just going to open it and fix my key but a manager came over and stopped him and said they can't fix this type of key and I would have to spend £210 on a new key. Next machanic that was spoken to by a helpful young lady behind the desk tells her I would have to have my car recovered to the shop to have the key coded and there might be something wrong with my car battery and that was the reason for my key blade not opening my door.

What a load of nonsense!!!

I called them out on their dishonesty and took my key to my own mechanic who opened my key up and fixed the welding on the inside; now my key works.

My advice don't beleive a word BMW say and always get a second opinion.

Absolute scammers!!!!

Part 2 of Stratstone BMW leeds.
The day before my car was due in at the garage, I get a call asking me to call to re-arrange due to some equipment issue.
The car has been in the garage since 15th April. Finally got a txt today saying it ready to collect. Went after work at 515pm to be told the faults they found amd what I pointed out. The drivers seat fixing bolts had come loose and the seat was moving whilst driving, the wiper motor had to be reolaced, the antenna had to be replaced, the spark plugs and the rear screen. To then be told the rear screen is not tinted ! So I bought 10 weeks ago the car had rear tints and rear window tint. To find clear clear fitted as they ask 'have i had them tinted' no it was an approved used vehicle you sold me 10 weeks ago. I wemt out to look at my car to find the car has covered 40 miles ! And deep scratches on neally every panel. Which wasnt there when I dropped it off. Not what I expected from a BMW delaership, whilst taking pictures of the damage the grill trim just fell off as the fixing was broken ! Ive been driving it for 8 weeks and they was still attached. And the steering wheel looks like its been cleaned with sand paper. Little to say im very disappointed. Asked to speak with a manager but they had all gone home, 15 mins later a assistant service manager came out said sorry and advised test drive can be from 20 -100 miles depending on the faults, but he had to leave as his partner had been calling him. Asked why the faults wasnt found after a full inspection before the sale. 'It happens' JUST BE AWARE WHEN THEY SAY THEY SERVICE YOUR VEHICLE THEY DONT THEY ONLY CHANGE WHAT THE CARS COMPUTER SAYS IT NEEDS. THIS COULD BE AS LITTLE AS JUST OIL ! but thats a full service ! AVOID THIS GARAGE AT ALL COSTS. So I left my car there. Who knows what else will be damaged the next time I go to the branch. I have already put an email compliant to the garage, just 5o have it ignored and spoke to a service manager when I dropped the vehicle off who was just rude and unprofessional. Part 3 to follow

I would give -5stars if possible. Avoid BMW Stratstone Milton Keynes AT ALL COSTS.

I bought a car on 16 Jan 2026 from them believing it was in good condition with no serious history, based on how it was presented during the sale. At no point was I clearly informed that the vehicle had previously been involved in a significant accident.

I only discovered this after the purchase, which completely changed the value and integrity of the car. This is not a minor detail — it’s critical information that any reasonable buyer would expect to be disclosed upfront. I have photos and a video as proof.

The whole experience has left me feeling seriously misled. For a main dealer, the lack of transparency is unacceptable. You expect a certain level of honesty and due diligence, and in my case that simply wasn’t there.

If you’re considering buying from BMW Stratstone, DO NOT rely on what you’re told. DO NOT trust them. Get full independent checks, ask direct questions about accident history, and don’t assume anything has been properly disclosed.

I would not trust this dealership again.

They sold us a car which was involved in a cat accident and then covered it up. Never have they try to resolve it and we now wish we read all reviews before going near this company. Milton Keynes branch

Tunbridge Wells Motorrad, shockingly bad service. Left waiting at the customer counter with another customer at 12:40 whilst a sales member of staff sat there in front of us not even acknowledgeding our presence, after 10 minutes I asked if anyone was working and was meet abruptly with he only works till 13:00 to which he got an abrupt reply and then and only then did he attempt to help.
Wonder if the manager knows his staff are sloping off, not that it matters to me as I will go elsewhere in future.

BMW 3 series booked for routine 2 year service in November 25. February 2026 needed to be rebooked for a brake fluid change- unclear as to why the work could not have been completed in November. Car was "valeted" I wouldn't waste your time waiting for the gust of wind used to "vacuum". Booked for the brake fluid replacement reported the windscreen wipers were in need of replacement. Left car at 09.30am returned for my car at 16.15 (informed on the telephone and via email it would be ready at the latest at 16.15), Car not ready- only had brake fluid change. Submitted "video for work approval" at 13.40. Unclear as to why it could not have been assessed sooner when I had informed them of the work. I have now had to rebook again for a tyre and windscreen wiper replacement. Despite speaking to two customer service advisors no one knew my car had been rebooked in for the work. I would strongly recommend going elsewhere. All additional work I require will be going to another dealership even if I have to drive additional miles to get to York. Terrible experience for a "premium brand".

I had a problem with my hard top convertible, I spoke to George on the phone said to bring it in. He took the car to the technician while I waited (No appointment) problem was sorted.

Excellent from George, thanks

I paid a reservation fee of £500 to Stratstone to hold a new car for 48 hours. I decided to buy another car in the end and when I asked Stratstone for a refund, they refused to give me my money back. This was very disappointing for a BMW dealer and I would not trust them again. I would not recommend Stratstone to anyone.