Arden BMW Tunbridge Wells Reviews 

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.

I recently had an astoundingly poor service experience at this Arden BMW dealership, which was both bizarre and disappointing. My intention was clear: I planned to purchase a £60K M4 Competition and had scheduled an appointment for 2pm on Sunday, 14th of January.

Upon our arrival, the reception by the showroom host was peculiar and uninviting, especially after we mentioned our booking. Growing restless by 2:15pm, I inquired about the Sales Associate's whereabouts, only to be met with reluctance from the host. It was a full 20 minutes later when the Sales Associate appeared, casually unlocking the car for viewing – as if unaware that I was there with a serious intent to buy, not just to browse.

The Sales Associate mentioned she would need another 10 minutes, totaling a 30-minute delay. We waited patiently, examining the car, but after an additional 25 minutes of no interaction, my patience wore thin. Disheartened, I left the premises.

In my history of car purchases, including Porsches, Mercedes, Audis, and other BMWs, never have I encountered such a lack of professionalism. The delayed response was unacceptable, and the subsequent call from the Sales Associate, devoid of any apology and instead suggesting a rebooking, was the final straw.

In summary, the service was appalling, and the atmosphere notably unwelcoming. I will not be revisiting this dealership. It's important to remember that while BMWs are relatively respectable vehicles, they aren't in the league of ultra-luxury brands like Bugatti. This dealership's attitude should be grounded in customer service and respect, not in unwarranted prestige.

I've just returned home after Arden completed work on a recall re the EGR Cooler on my X3. I am very satisfied with the service that I have received. Steve and his Service Dept colleagues treated this as a priority for which I am very grateful. In addition they did a good job is giving the car a courtesy clean. The emailed video of the underside of the car is very helpful. Well done Arden.

I came in to Arden bmw Tunbridge wells 16/12/23 as I was looking to buy a bmw either a new or nearly new car have see some on line so went to see up close called in to the show room was givin a very nice guy to deal with told him what I was looking for it was between a 1 series or I had seen a 2 series that had took my eye any way the guys name is Daniel bull what a dream to deal with most helpful kept me up to date but wasn’t pushy a week later and I collect my car again Daniel was so helpful going through help to set my car up with me on my phone handover again very good most professional guy so if you too are looking for a bmw going to bmw Tunbridge wells and please ask for this guy Daniel bull you too won’t be disappointed with the level of service he gives you so thank you Daniel once again 100/100 stars the BEST guy to deal with mr cheeky in Kent Glen 2series 220i grand coup GJ23 UVW

Three day of ringing up to book car in for service work. No answer just stupid music. BUT if you press new car sales you get a person straight away. Four times I'm sorry we are so busy I'll take your number and they will ring back. They don't

Tried to book my BMW GT into Arden for a Diagnostic check on the front suspension. Cannot believe that they could not see the car for 7 weeks !! Telephoned BMW complaints and after they were not able to get through to the correct department at Ardens and holding me on the phone for over half an hour, gave me an alternative booking in 6 weeks time at the Arden Maidstone branch...........where are you going BMW, please get a grip of your main dealerships. See all the negative complaints on Trustpilot !!!!!
Robert

When you telephone and they tell you it will be nearly 8 weeks to get your car serviced or an MOT, then there is something very wrong at the dealership. This level of service is unacceptable. All they can do is offer you a list of places to go for your MOT. Always good service with Coopers and L&C before them Taken my business elsewhere.

I recently purchased an Approved Used BMW from Arden BMW Tunbridge Wells. Big mistake. 1: The PCP agreement was supposed to be over four years but when I received my copy, which admittedly I had signed electronically, I discovered it was over three years. I was told there was nothing they could do about it now. 2: The day before collection I was contacted and talked into having the ceramic coating and interior protection package at a cost of £450, this was so poorly applied, the whole of one side of the roof had been missed and there were plant seeds all over the passenger seat. 3: On closer inspection of the car when I got it home I found a largish stone chip just above the grill, a bird dropping burn mark on the roof and scratches on the top surface of the rear bumper and a wheel arch. After contacting Arden with my findings and supplying images along with an estimate for the remedial work I basically got the runaround for the next six weeks. I was offered a touch up stick, totally unsuitable, I was told that £320 for the remedial was very expensive, not really, I countered that statement with the fact that I had paid over £500 to have the tailgate of my wife’s Mini to be repainted, by BMW/Mini. I was eventually offered a one off exgratia payment of £150 which still took six weeks to be credited to my account. All through the process I was told that as long as the car was roadworthy then that was all they were worried about, they are not worried about what they classed as minor cosmetic damage, but if I’m paying £34,000 for a two and bit year old low mileage car I don’t expect to find any cosmetic damage. To back this up, the salesman complemented me on the condition of the car they were accepting from me as a trade in, he said he could not find a mark on it, the car was nearly seven years old and white, so marks are difficult to hide.

Having read other reviews of Arden BMW Tunbridge Wells since buying the car, if I’d have known then what I know now, I would never have dealt with them. The only reason I bought the car from them was it was the only car with spec I wanted that was available within 200 miles of my location.

Breathtakingly bad service.
3 days and over a dozen call to get through to service about a warranty issue. Water in the indicator. When finally got through I was told to bring the bike up the next day so someone could have a look at it. When I arrived I was meet by the rudest person I have ever met demanding to know who I thought I was that I could just turn up and expect to be dealt with. When I explained the phone call he told me it couldn't be looked at and needed to be sent away to see if water had indeed got into the indicator. I asked him if he could possibly go outside to the bike and use his eyes to see that the indicator was indeed half full with water to save time sending it off. That didn't go well. He then went a different shade of red and stormed off like a child.
What a service when you spend over 20K on a bike.

Very poor customer service. No response to phone calls, no apology or explanation as to why they failed to look at our car even though they had it for a week. They have lost our custom after many years.

They never answer the phones whether it be Sales or Service. It’s always the recorded voice saying they will ring back, but they rarely do.
I bought 10 BMWs on the run from their predecessor Coopers with fantastic service from both Sales and Sevice.
With Arden’s it’s been two but their lack of service is putting me off using them in the future.
I have reported this matter to BMW head office before and they promised to sort them out, but appear to have done nothing

Having bought the BMW from this garage and had probably the last 5 cars service here , I phoned up today to book in for a service and MoT and was told the earliest they could service the car and do an MOT was 2/10 . No good when the MOT is up on the 29/9 -no service spaces for three and half weeks is very poor -what happens if my car had broken down .I looked on their website and they had many dates for services from the middle of September .If you sells cars you need to service them too. Spoke to another garage and booked in straight away -will not be buying any further cars from this Group

One week in i pick up my 2020 S1000XR from Matt and Paul thanks for all your help and excellent advice and help with the bike

Arden Tunbridge Wells experience.
Had my car serviced which went well last year. But had car in as had a break issue at the front, the backs done elsewhere, and they had it for 3 weeks and had several hours investigating the issue. After 3 weeks came to the conclusion that it was the front breaks. I refused to pay for their experts time. They never called me back and I had to go in on 3 separate occasions to find out what had happened. Was given every excuse about msgs not being sent though to “I did call you yesterday but couldn’t get you”. Lastly they were going to email with an estimate for some more work “within the hour”, still waiting 3 days later.

Phoned early morning to book bike in for MOT. Staff member couldn't get servicing dept to answer call, so promised me a call back. No call back by mid afternoon, so tried again and half a dozen calls went through to voice mail. Switched phones to landline and my call was answered in two seconds. The operator had been screening my calls! Was then told Arden don't do bike MOTs. That would have been useful info from call number one first thing in the morning. Really annoyed at being led a merry dance, so complained about to the Arden manager, Wesley, at Tunbridge Wells. He too promised a call back but nothing heard from him yesterday or today. Excellent customer service lives, breathes and eats through organisational culture and staff fully committed to the organisation's aims and objectives. A commitment to service excellence from this high up permeates its way down to the staff through the managerial staff setting the example. Poor Wesley hasn't got a clue about this and BMW can ultimately be held responsible. So Arden has lost all my future business on car and motorbike servicing. Thank you BMW Arden.

Update: see the response below, asking to get in contact, so they can resolve. I did this and no response at all. It's just for show. Everything about this dealership is terrible. They just don't care. All the reviews are terrible.

I bought a car from them in may 2023 and the car broke down by end of June with a broken coil spring and thus damaging the suspension, it was checked by Group 1 Ruislip BMW and they recon because of corrosion it wasn't covered under warranty and requested arden to bear the cost, ARDEN initially refused to pay but after a lot of persistence took my car to their unit to have it repaired, after this they stopped communicating with me and did not update me of the repair, it was agreed the car would be delivered to me after repair and kept me waiting for more than a week, couple of days back, I've spoken to their General Manager and was assured the car would be delivered within two days, this morning I've been informed that the car has sustained a damage to the bumber during transportation to their unit and needs another week to be repaired which was not initially communicated to me, I was extremely dissatisfied with the service I received from BMW and especially this unit of BMW, I would not recommend anyone to purchase a car from this unit as after the sale they do not care for you at all.
I trusted BMW and they let me down. Please be vary when you purchase you vehicle from this unit.

My gosh they are terrible.

- cost me £1k to replace an electric window and a sensor. Car had to be returned as the sensor was not fixed and in the process they blow my OEM amp which is another £1k and they are insisting not them although everything worked prior

- had car for weeks across 2 separate stints for a few hours work all told

- don’t answer phones or call back

- I have spent £1k and now have a new £1k issue

- I am fixing the vehicle at an independent now and selling. I also have a classic E30 BMW which I am now less fond of

- Avoid avoid avoid and from my experience do not buy a BMW

Poor customer service, poor communication and I wish I had purchased my motorcycle elsewhere.
I certainly wouldn’t be using Arden BMW (Motorrad) for any future servicing or purchases.

Very poor customer service from the sales team, in fact it was the worst I have received from any main dealer. I really would not recommend this dealer.

I took my bike which had been booked in for a major service at Arden Tunbridge Wells Motorrad. I rode for 30 miles to drop it off early in the morning and impressed upon the service staff that it was essential it be completed that day as I needed it the following day. The service staff assured me it would be ready that day. I duly left on a replacement scooter and a 30 mile journey home. I returned later that day ( another 30 mile journey) to find my bike had not been serviced. No one had the decency or thought to inform me that it would not be ready. Needless to say, I was furious, particularly that nobody had thought to ring me to let me know. I left with my bike unserviced and will be taking it elsewhere. Absolutely appalling service!