Stratstone - BMW Leeds Reviews 

On 20/2/26 I test drove a BMW 2 series at this garage, which, that day I paid a £250 deposit to reserve. Once I had returned home I searched the reg plate of the vehicle and to my surprise the vehicle that I had just test drove didn't have a valid MOT. This is a £1,000 fine and usually invalidates the insurance, which I was quite appalled to find out. So, I emailed the garage to let them know I would like my deposit back as I would be going elsewhere due to being put off.

The garage then ignored my email for 5 working days, when they sent me a seperate email telling me it is 'highly unusual' for a person to reserve a car and not go ahead with the purchase. I explained my experience and was told that this 'wouldn't be a reason to cancel an order' and asked if the vehicle had trade plates when I test drove the car.

I then looked into how to correctly use trade plates, finding that when using trade plated the car must be 1. roadworthy 2. insured 3. have a valid MOT. Furthering this trade plates must be placed on the outside of the vehicle, which, on the test drive they were actually placed inside the car on the front dash (obstructing the view & causing reflecting of the plates) and on the rear parcel shelf. The fine for incorrect use is up to £5,000 or the invalidation of a trade plate licence. I referred this back to the garage and they haven't even bothered responding to this email send on 27/2/26 which was 15 days ago to discuss the return of my deposit! This garage still has my £250 for a mistake on their behalf. From such a reputable garage I am quite shocked about the customer service I have recieved.

Please do not purchase any vehicles from this dealership unless you want to experience zero support and constant resistance should you have issues with the vehicle.

I purchased a 74 plate BMW M135 brand new from the dealership in November 2024. Unfortunately in May 2025 the vehicle broke down and as a result required major gearbox related repairs to be carried out. I collected the vehicle from Stratstone Leeds after what was confirmed to me to be a completed repair.

In October 2025 the vehicle broke down in an identical way and again required major gearbox related repairs and replacement.

At that stage, having experienced two major failures within a short period, I made clear to Stratstone that I did not wish to accept another repair and sought to exercise my legal right to reject the vehicle. Despite this, I was informed that rejection was not an option and that I was required to accept further repairs and continue making payments. This position was fundamentally incorrect under the Consumer Rights Act 2015.

The manner in which my case was handled was extremely disappointing. The level of customer service I received from Stratstone BMW Leeds fell significantly below the standard I would expect from a premium brand such as BMW. Rather than being supported through what was already a frustrating situation, I was met with resistance and misinformation regarding my statutory rights.

This forced me into having to experience further frustration by taking my complaint to the Financial Ombudsman Service. I have recently received the Financial Ombudsman Service final decision which in summary, it confirms that the position I outlined in October 2025 was correct and that my request for rejection should have been properly actioned by Stratstone and BMW UK at that time.

I must also advise any potential future customer that throughout the last 6 months I have been left without a vehicle of any kind and yet BMW have expected me to continue to pay the finance payments for the vehicle and without providing a replacement courtesy. This has obviously left me having to resort to paying for hire vehicles until this matter has been resolved.

I encourage any future customers to learn from my experience above and take your hard earned money elsewhere. Nobody expects a brand new vehicle to have major issues, but when it does the least you expect is some support from the business you purchased it from.

Of note the head of business at Stratstone Leeds, was personally aware of my situation and was individually responsible for some of the fundamentally incorrect decision making and poor customer service. So this clearly shows the direction to staff from a senior management level.

Took car in under warranty as seemed like coolant bottle had ruptured, was dried up coolant all over engine bay, which minutes before the bmw tech turned up I filmed the engine bay to show others on m5 forum's that coolant bottle had sprayed everywhere, on this video it shows the cable in question in place with a nick in the cable, I was later sent a image of the cable completely missing which seemed to me it was too cleanly cut to be rodent damage, I've posted the picture to make your own assumptions. I was told wasn't warranty work and won't investigate the coolant bottle unless I agreed to pay for the damaged wiring, I asked them to leave it so I could come look at the wire to see how cleanly cut it was, as shown in pictures they didn't leave and seems like removed rubber parts to cover tracks, bare in mind they told me wouldn't start the work until I agreed to pay, I didn't and asked to leave as the pictured shown! What they didn't know is I took a video a hour before it arrived at BMW and I also own a bodyshop and in the trade myself, I can't say for 100% at moment they purposely damaged to generate more work hours as I'm having to go through Vosa and trading standards, once they rule they've damaged the wire to generate more work. ( Quoted £360 to repair, although I've 5 Quotes Stating its a hour at most for references in the case) then they will be charged with section 20 and I'll be notified, at that point I will update the review with the findings. It's alot of hassle and headache I don't need! As mentioned I'm in the trade so I couldn't just turn a blind eye as no doubt if doing once, then doing often as alot of other reviews would indicate. Basically a nick in the wire which I could of used a cable joiner or simply twisted together and taped, has been cut off completely so needed a new cable putting on, which it took  me 10 minutes (not 2 hours BMW Quoted) if it had come into my shop, with a nick in wire, we would of fixed and included the cost in diagnostics charge!

D CUTS
1 review

just now
New
Where do I start. I have had a terrible experience with this business from the first communication. I booked my car in for a recall, I received a call a few days before my appointment early January 2026, I informed them I need a courtesy car. I was informed this appointment would need to be postponed to February of this year if I wanted to be provided with a courtesy car. It’s time for the postponed appointment tomorrow and I have been told no arrangements were made and no courtesy car is available. What this demonstrates is the lack of care for customer service and they do not value your time. Stay away

If I could give 0 stars, I would.

Never left a negative review in my life but this company is by far the most backwards I’ve ever had the displeasure of being involved with.

After spending almost a grand in MOT, service and works, I had drove off the forecourt with a warning message on my sensors (which wasn’t there before). I spoke to them and asked them how this could be and they mentioned the warning came on 1 mile before and it would cost to have the car put through the relevant diagnostics… Having being pretty disappointed with their response I asked to speak to someone more senior, I was told he would be in touch, this never happened. I had to chase them up and eventually agreed to take the car in as my warranty was due to finish on the car so wanted it fixing. I was made assurances I could have a courtesy car (I work full time) whilst the work was being complete, the day before I called to check if we was still good to go and I was told no courtesy car and simply told “sorry if I could give you one, I would”. Honestly, you’re just simply £ to them, terrible customer service, constantly made false promises and they give you no confidence. I would recommend you stay as clear as possible.

What an awful company I eventually didn't do business with! I phoned about a car that was for sale. Usman was very helpful to be fair. So I slept on it and called the next day. (Usman wasn't in work) A colleague said, oh I think the car has been sold, and passed me onto the manager. I asked if I could come and view/test drive, but couldn't get there until the end of the following week due to my location. A £250 deposit was requested ( not the stated £99) which I still offered to pay over the phone, but was refused and told it had to be paid online. 2 different payment methods wouldn't accept my deposit. Later on I got a message to say don't pay anything we have someone viewing the car at 3pm!! That just severed my interest! I took it no further. From then on I got constant phone calls even the following day, pushing me to buy the car. So much so, I had to phone to explain I was no longer interested. Calls kept coming, resulting me blocking the number.
I think I've avoided a very stressful and amateur experience dealing with Stratstone Leeds. What a nightmare, that thankfully didn't go on!!!

BUYERS BEWARE
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A string of failures, poor customer service, errors from the start and undelivered promises.

I'm comfortable to name names within this review as I feel these people should be exposed for their ineptitude and misleading behaviour however Stratstone have requested Trustpilot to remove the review if I don’t remove the names. Below is now edited.

We travelled down to Leeds by train to collect the new BMW bought around two weeks previously through the salesman. We soon realised something was not quite right as we were kept waiting for around 3 hours whilst the salesman disappeared constantly for long spells with constant excuses for the delay. I eventually confronted him about the prolonged time to be told the car had underwent a recall that morning for the accelerator pedal and they were now unable to register the car as it had not been approved by BMW, why they had left the recall to the morning of collection was ridiculous. Our only option was travel home by train or they would give us a car for the journey and deliver the new car once registered. This is when I demanded to see the manager and NB duly appeared much to the relief of the salesman who had now decided it was not his problem. NB promised to cover the cost of the train tickets down, all fuel and a goodwill gesture of a meal out for our not inconsiderable trouble along with him ensuring the new car would have the correct floor mats that were part of the agreed purchase. Stranded in Leeds late on a Friday we had no option but to accept the offer. The 'new' car was eventually delivered the following by a transport company who somehow got lost for 7 hours on the way from Leeds to Glasgow, an early am delivery turned into a late pm delivery. On inspecting the car it was apparent that the car had not been prepared for delivery, it was extremely dirty inside and out not as a new car should be, washer fluid warning lights on and damage to the rear valance of the car and still not the correct floor mats, they had however put some old discarded mats from elsewhere in the car. The next name up is RC from Stratstone who unfortunately for him had to pick up the pieces as the salesman had left the group to go to Land Rover, as if that group don't have enough issues. RC promised to get the outstanding money paid, the mats sent out asap, the plastic valance replaced and a full valet. We reluctantly agreed as he put all of this in an email copied in to the manager NB before the car came off the transporter.

Shortly after Christmas we received the V5 document in the post however salesman had put the wrong name on the registration hopefully in error and not deliberatel, it was duly sent back recorded delivery which Stratstone then lost.
We are now 19th January and none of the promises have been met, the money owed over £400 is still outstanding, no mats have been delivered, no arrangement for replacement of the damaged rear valance and no valet arranged and no replacement V5.

The dealer Principle needs to have a major overhaul of the dealership and the working practices, perhaps he is and is very busy doing so as he doesn't take calls or give out his email.

Oddly BMW dealers normally ask for a customer satisfaction survey to be completed after new car sales, we never received one of them

POOR SHOW BMW STRATSTONE

Stratstone please don't respond with
'We are sorry to hear... please email...''
Do your job and do it right!

As of today 22 January the above issues are still not resolved.

EDIT 26/01/26
Against my better judgment I contacted Stratstone via the email address in their response, what as waste of time and as I suspected despite the response on here the dealership have no intention of fulfilling their commitments. The email form their 'Customer Executive' never addressed any of the issues but rather batted them away as 'now being resolved'. Customer Executive, no they are not being resolved.

Thinking of buying a new BMW, go elsewhere, there are other options that will not make empty promises.

Awful company verging on fraudulent!! Sold me a car with a mileage discrepancy without telling me even though they have plastered all over their website how all cars undergo stringent mileage and background HPI Checks. They’re now refusing to compensate me in any way and haven’t even had the decency to apologise. I now can’t sell the car without taking a serious hit as people won’t buy cars with mileage discrepancies. AVOID AVOID AVOID! If you are buying a car of these guys make sure you don’t assume just because they’re a BMW Main dealer they will have done their checks.

I took my M3 comp in for servicing. Only request was fix squeaky front break and wash and vac. They managed to do neither! Didn't get sent a video health check whist the car was with them either. Requested a call back on 5 separate occasions to discuss the issues and nothing.....

Really poor customer service if you can't even respond to a legitimate customer complaint.

Nearly £100k on a car and the breaks are still squeaking!!

Wont be going bac there after spending £250k on cars there in last 5 years.

I had my car in for a recall at Stratstone BMW Leeds LJ64 BNV, I would like to say a big thank you to Bruna who looked after my booking and did brilliant job she very helpful and arranged for new wheel caps to be put on & a rear rubber boot tray

Fabulous service from start to finish from Kamal. Polite, friendly and super knowledgeable with all aspects of the car. Would highly recommend!

17.11.2025 Good news I got the payment. Thanks - adjusted review from 3 to 4.
16.11.2025 Update: rather than address the issue they reply with possibly an automated reply. Instead of promising training how about you actually pay up and fulfill your salesman’s promises which I have via email?
I had a great experience at Stratstone Leeds BMW when picking up the car, but the after sale promises are not fulfilled. I asked about an alloy wheel whether it could be fixed before purchase and I was told get it done myself and they would reimburse the costs. I thought that's great, but this is not the case as I got the alloy fixed and sent the costs to the garage with proof and my bank details and they just don't respond and of course pay up. I have given ample time for this to be sorted, so now writing a review to advise caution regards their promises.
It's a left a bit of a sour taste as I am really enjoying the car, and it's my first BMW and thought the sales and service would be better on such a premium brand, but I'm really doubting that now.

Honestly the worst dealership I've been too terrible sales terrible management terrible attuide to the point the broke the agreement and now there there will be a lawsuit in place for breaking contract I spoke to bmw finance there where great actually saying they broke there contract but not doing what they should of and they still not saying its there fault to the point they won't answer the phone dont go anywhere near them

buying the vehicle was the easy bit
its the broken promises and shambles of picking up the car. things missing not done. promieses broken

still outstanding weeks later then they try to say. nothing we can do now

Great service from Kamal, knew exactly what we wanted and delivered. Can’t recommend highly enough.

This is the first and last BMW I will ever purchase. Bad customer service doesn’t even cut it with this branch. Unprofessional and inept. Trying to get through to them via phone is an exercise in futility. Once they have your money they literally don’t care if your car falls apart. It’s about commission for them… not doing a good job. Very, very poor.

Joao (JP) was amazing and very friendly and helpful and I will definitely be going back to him

We had a first rate experience at the Leeds dealership. We couldn’t fault the staff for their attention to detail, their friendliness and first rate service. They were attentive, gave us the time we needed and they were exceptionally kind to our dog. Each member of staff we encountered couldn’t have been more pleasant. Special thanks to Curtis, Hari, Sara, Fiona, Adam and Georgie. It was a very pleasant experience. Thank you so much.

Really poor customer service - I received emails, letters in post and texts about their amazing sale event they had on for September, so I got a settlement on my current car, next day was called by central team asking if they could get the Leeds sales team to call me to look at a new car, I said yes, Nathan called, I told him what I was looking for, he gave all the usual sales pitch trying to get me to come down, but I explained my wife and family work in car sales and wouldn't come down until I received figures, so we wouldn't be wasting each others time, he agreed, then never called back. A week later a call from a sales lady (can't remember name) she didn't seem to know Nathan had called, he probably didn't log on their system, I explained same to her and she said should would do much better, she did call back and offered a an amount for my part-ex which was around £3,000 lower than what Carwow and Webuyanycar offered, what she didn't know, was that I had my family member in the industry "cap" the car at much higher than what they offered, as there were at the time only 7 x 330Es in the country for sale and mine was the only one with high spec packages on so would be worth more, she said she would speak with manager and call back, she never did. There was also no clear discount on the price for being a loyal customer who's bought 2 x cars off them already, which they claim to offer, along with the apparent sale they had on. In short, they tried ripping me off with value of my part-ex and couldn't be bothered to call back, even if just to say they couldn't work out a better deal.

I've just bought a 330e from Kamal at Stratstone BMW Leeds. I'm really happy with the car and Kamal was excellent, really friendly and went the extra mile, easy to deal with from start to finish. Top service as you would expect from BMW.
Many Thanks!