Arden BMW Tunbridge Wells Reviews 61

I've just purchased my second BMW motorcycle from Arden BMW in Tunbridge Wells. I have nothing but praise for the superb service received from Liam. Great guy with lots of knowledge on his products. Helpful, communicative and always coming up with the best deal around! Highly recommended!

I have had great service including a couple of warranty jobs on my S1000RR K67 BMW motorcycle. I live in Staffordshire and the nearest 4 Motorrad dealers are not for me.

I ordered the bike off Matt who was superb throughout and had assistance from Liam too, but once in the hands of the service dept., they are equally up to the mark.

I had to leave my bike a while with them on this visit so I vanned it down as the coolant pump was leaking and I couldn't do the 400 mile round trip on a Saturday morning so hey ho I picked it up from Dan Vickery last Sat. morning, bike fired up and I put it in the van and now wait on the weather to give it it's next run. Exemplary service from Dan and the mechanics at Arden Motorrad and a shout out to Callum Butler who helped in pin-pointing the problem and booking it in. 10 out of 10 all around from when I picked the bike up in September 2022 to now, after numerous return visits. I will stay with company and plan on a GS too. Brendan Morley.

Took my F90 M5 into T Wells as the parking sensors stopped working, they repaired under warranty so all good. Within a few days the sensors started playing up, they kept slamming on the PDC brakes as thinking I was about to hit something even when nowhere near. I reported this to Stephen Bland and he advised me to turn off the PDC safety feature????

I don't think a BMW safety feature should be turned off to stop it playing up, I think it should be working properly in the 1st place!

2 days later the parking sensors have fallen out so clearly that was the issue, they weren't installed properly. I reported this on the 31st March 24, still no one at BMW has responded to me to get this resolved. That was 9 days ago.

Don't think I'll be entrusting my beloved car here again if they can't fit a sensor correctly or even reply to an email complaint (I have actually sent 6 emails now that have not been replied to once). I suggest BMW Hailsham or Maidstone.

This is the first BMW I have had and really not used to this kind of service, never had it before with Mercedes.

Truely appauling garage. I have never written a TP review before but this is a the worst garage I have ever had the misfortune to use. A total disregard for customer experience and convenience. Having bought a bmw from Arden the customer service is below what you would get at Mcdonalds (Can I help you Sir?). Whenever you walk in to the service appartment you will be ignored (3 times in a row), you will only be spoken too if it looks like you might want to buy a car.
Service front desk people trying to look busy crowding around a single desk. A full day to do an MOT, drop it off at 8 and we will call you back at 5, how convenient. My local Garage does an MOT in 2 hours and calls me back as soon as the car is ready. But the overall attitude the service dept customer facing staff have is amateur.

Now called Stratstone BMW.

We purchased a brand new hybrid X5 in 2021 that developed a leak in the panoramic sunroof in March 2024. The car was towed to Stratstone BMW for repair. Not only did they repeatedly fail to repair the issue, over the MONTHS they had our car, they repeatedly damaged it. They dropped a seat on the doorframe and dented it. They dented and scratched the outside of the car in several places. They tore, dented and stained the leather seats. Our car was in immaculate new condition when it went in and came back in such a dirty, dented, torn and damaged condition that the staff were visibly embarrassed and described it as horrific.

BMW Stratstone (or Arden as it was briefly) attempted to fix some of the problems. They tried to buff out some scratches but instead damaged the paintwork with buff marks from an amateur. They tried to fix the leather and instead cut out a big wedge and badly glued down what was left. They tried to paint over scuffs on the leather to disguise it and used a different colour to the colour of the leather.

We are now approaching a year since this has happened and it remains unresolved. They still have not fully fixed the leak and are aware this has left the car in a dangerous position as the windscreen entirely obscures any time we use the windscreen demister and takes a long time to clear. If we were to allow this to happen on a motorway, for example, the result could be lethal. Despite this, they’ve made no attempt to fix it even though they know it’s our only car. They offered to replace the mangled leather with new parts, but can’t give us a date when this can be done and a year later we’re still waiting. We then gave them a deadline of 1st January to provide us with their final solution before going to the Motor Ombudsman (9 months after they first tried to fix our car) and this deadline was completely ignored. Almost 12 months down the line and all they have offered us is the opportunity to give them a further £41k for the privilege of swapping our damaged and dangerous car in for a new one.

Do not buy a car from these people and do not let them anywhere near your BMW. It has been a horrendous 12 months and I regret ever going anywhere near them. I bought this car with money left to me by my mother, in what was meant to be a joyous tribute and legacy. I am devastated.

Members of staff we have been “helped” by so far (in addition to the staff in the service centre who damaged the car) include Chris Hawker, Robbie Acott and Sam Griffey.

Firstly, the dealership has been renamed to Stratstone. I cannot express how poor the technical service is at this dealership. My issue on my 2022 plate X3 M40i
-Early December, car goes in for an oil service, we call in ask them to check battery status as well. upon collection battery was not checked. 2 weeks later we broke down, car would not start.
- Car goes into via recovery service, BMW charges the battery, says its fine. 7-10 days later I break down again,
- Car goes I am told there is an issue with my towbar module because after market it is not allowing car to shut down. not covered my BMW, so I pay for the labour for them to disconnect the module;
- 7 days later car shows signs of not wanting to start, I call the dealership 2 days in a row, indicated they would call me back, no call back
- today I get stuck again so will need my car recovered in the morning.
Absolutely dreadful technical support

Went there for top up oil. Sold me Castrol oil at twice the price of Halfords across the road. Great way to build brand loyalty!

They NEVER answer any phone. The only way you can get in touch with them is to drive there. Terrible management.

I stopped at Arden bmw Tunbridge wells spoke with Avery nice polite young lady called Cassidy in my view credit to the company gave first class service can’t fault my customer experience on 1st September 24 came in just before 2pm looked at a bmw 128ti in black I have a bmw 220i which I got at Christmas from Daniel thought I would try the 128ti out was a lot quicker than my one but once I drove it and looked fuel cost decided the car wasn’t for me I can’t say any thing bad about my visit today or the phone call on Tuesday as a follow up as agreed this customer experience was fantastic so a BIG thank you to Cassidy you rock 100/100 stars when I need anew car I will be back promise X mr cheeky Glen

Great sale, dreadful after service - first I would like to give 5 stars to Luke Gould who sold me my 21 plate Z4 in March 24. However, from then everything has been pretty appalling. I picked up the car to discover that the front spoiler had been badly scuffed and it needed to go back in to have this dealt with - this despite the fact the car should have been checked over before I took delivery. I was given a courtesy car and the tank of my car was filled as compensation which wasn't a lot considering the inconvenience of having to return to Tunbridge Wells a week after I'd purchased it.

Things then went from bad to worse. After what appeared to be a very minor pothole infringement the car had to go back in for suspension issues. I was absolutely appalled as I couldn't believe such a minor 'accident' could cause the damage. I even asked whether the car was properly checked after the front spoiler issue as I do still wonder whether damage was sustained then and the pothole made it worse - unfortunately I'll never know! I was told that I would receive updates - I didn't. I kept having to call to be told parts were being awaited. I accept these things happen but I shouldn't be told that something will happen when it doesn't. When the car was ready to collect I was immediately informed that I had to pay in advance or I couldn't take the car...I found this approach to be tactless and extremely rude. I collected the vehicle to discover it was covered in black oily marks all over the cream navarra leather and there was a scratch on the bootlid that definitely hadn't been there previously. I am still awaiting a response about this as, when I complained about my treatment, this was totally ignored. It is absolutely clear that technicians/valeters got in my car without adequate protective gear. I have supported this garage since it was L&C and then Cooper BMW having purchased several vehicles and then having cars serviced there over the years. I will not be returning. I am frankly appalled.

During the 28th May 2024, an MOT check and minor service was carried out on my BMW by Arden BMW Tunbridge Wells. I have been using the company for the past 12 years. I can confirm that during those 12 years, I have received excellent service both from the Service Advisors and from the Technical Engineers in the workshops. By way of my experiences, I have no problem with scoring Arden BMW Tunbridge Wells 5-stars.

An update on our experience at Arden concerning the BMW 3 series hybrid touring Tiffany had found somewhere in the country, but wouldn’t admit to knowing where! We found this car courtesy of Vines at Gatwick and Sytner of Sheffield both companies helped us track it down. The car was at Ashford! We bought it last week and the price we negotiated saved us circa £5000 from the price Tiffany gave us. Service at Barrett’s was superb. So you lost a sale at Arden. My advice, shop at Barratts.

Thanks to Liam and Jason for the great customer service/experience today. Purchased a BMW F900 XR, great service, took the time to find out what I wanted and really helped me to understand the tech/kit that comes with the bike. They couldn't do enough for me! Great introduction to BMW motorbikes!
Thank you both

Absolute con artists, don't waste your time with them. I went in and viewed a car over the weekend with verbal agreements and they were getting the car ready. This morning to be found out they have accepted someone else's offer online.

Really poor form when emails have confirmed they had agreed it in principle. Now back to square one and I have to spend more time finding the right car.

Avoid like the plaque, bunch of scammers!!!!

Absolutely outraged that can be treated how have.

I went to buy a car on Friday the 15th of March with my Father and even my dog lilly.

Asked about payment options with finance or potentially paying in cash. The sales representative said car still needs preparation. However he will notify myself when it's ready. He even used the words I can see you both want the car.

Talking about paying outright and finance is enough to know want the car. I stated I want it and so did my father to the sales representative. He said the car needed preparation. However he would keep me in touch via phone call. Given me his business card to.

How can any company be aloud to conduct themselves this way.

All during this time the sales representative is running over to the workshop and confirming when completion is possible.

We are talking about golf and looking at mini boot size and saying how much want.

I have emails to state from the Saturday following on from the Friday. Instructing it would be ready for Monday.

I the get a email saying another customer has got this. So not only was it not a call as promised via the sales representative. I then have this information delivered over email. Clearly demonstrating Mickey mouse and lack of professionalism.

Upon leaving that Friday we both shake hands and I am soon looking to be buying my first mini. Another insult to the above which I forgot to initially say.

Please avoid at all costs.

It is unprofessional and not the levels that should be expected with a company of BMW statue.

What an amazing service we experienced from start to finish and beyond. We purchased our M440i with ease and had the upmost service , attention and knowledge from Luke Gould. Luke went more than the extra mile and we would highly recommend you seek him out.

I purchased my car from from Ardens at the end of January 2023. When I was just about to leave the salesperson said that the MOT hadn't been done but didnt run out till May so would I mind? On getting the car home I found a few irritating things, the front and rear inside screen looked as if they had never been cleaned in a month of Sundays, all of the tyres had different pressure settings, under the bonnet was the best part of a tree and the ISO covers on the back seat were all broken. This is where emailing and phoning became my new pastime. However many times I emailed I was possibly lucky to get a reply but this declined as the months past. It took in the region of 7 months to get a set of ISO covers of which I had spoken to the spares department at Ardens and they confirmed that they had them in stock or could get them by the afternoon? When I phoned up to book the car in for the MOT I was informed that I would have to leave the car there all day, I did ask that as I was so far from home if I got there early was it at all possible to wait for it? I again was informed that it had to be left all day, what a lack of inflexibility, in the end it was easier to pay for an MOT nearer to home. The finish from the wheels came off when I washed the car, I asked why the wheels had been painted and not powder coated and was informed that this is what they did, after asking the salesperson reluctantly he gave ME the address of who could supply me with a can of spray and sort it out myself? I think this is where the penny dropped for me, there wasn't really any after service at all, not sure if there was any type of service? All in all a very disappointing experience.

I'm not sure what has happened to the BMW Motorrad dealership in Tunbridge Wells since Arden took over from Coopers, but it isnt good! My bike was identified for a recall by BMW. It took me 3 days to continuous calling to get through to the dealership. I was booked in for the 15th and I was told it should be completed that day. The following day, having not received an contact and after nearly three hours I manage to final get through to the service department. I was in formed that my bike was ready for collection. I duly collected my bike the following day, no paperwork was given, I was informed that I did'nt need any. I would have though I would have been given evidence that the recall work was done so when I come to sell the bike everything is in order. On the way home the bike developed an issue, it took me 4 days of calling before someone finally answered the phone. I explained the situation to the reception staff, she tried connecting me to service but she too failed to get an answer. She assured me that the she would send an email marked as urgent and get someone to phone me later that day or at the latest the following day. Four days later still no contact, although not a surprise. I planning to replace my bike in the March/April timeframe, I'm certain however, I will not be using this dealership. This just one of three issues I have had with Arden in the last couple of years. What happened to customer service?

Having spent a lot of time reading the reviews several things are clear to me:
1- They don't learn the lesson, the same issues appear time and time again.
2 - It would appear from responses to some reviews that Senior Managers are very busy calling people back to discuss the problem, I wonder if they ever do call!
3 - There is clearly a communication issue, both in being able to contact them and in how they respond to messages
4 - Of the 725 reviews at this point 124 are negative, that's a staggering 24%

unpleasant rattling from mini engine bay.Car goes in and diagnosed with dodgy fan,power train warning light now gone and new fan fitted.
Rattling still there,car returns for new pipe of some sort. Background rattling still evident I suspect engine bay mount. A known issue on this mini.
As its an impossibility to get through on the phone I'm now returning to hailsham mini. Since arden took over its a complete shitshow.
Spent a small fortune and felt I'd been butt @#&£ed.
Shame,the staff are a decent bunch. BMW need to look at the reviews over 80% negative.
Personally I'm going to lexus for my next car

Booked a call - no call took place
Granted my query wasn't about a big ticket item like a new car, but that shouldn't really matter.
I booked a call to chat with someone about a faulty key fob for our Mini Cooper. I received confirmation that the call was in the diary and another email would be sent with instructions for the call. Great. No instructions email came. The time for the call has come and gone, an email from me asking for any details ahead of the call went unanswered. I rang the dealership - no answer. Neighbours have mentioned in the past what poor service they received and they were looking to buy a car! They went elsewhere. This is costing you business, Arden - big ticket items and otherwise decent customers. In my case, fine, it's a key fob, but people are buying cars elsewhere. I know we will when the time comes.