Stratstone - BMW Leeds Reviews 

Bought a used car from BMW Leeds, unlike other used car departments your not off in a portacabin at the back of the car park, your in with the new cars in the main showroom.

As we were on our way out, they even let us take our dog on the test drive, after all she was going to be a regular user of the car.

Hari & Mark made it a pleasant experience, also the car is great

Bought a car recently from bmw strathstone - Helen - nothing was too much trouble- car was fantastic- first time bought online would definitely recommend these guys 👍🏽

16 months of trying to get an issue fixed on my 5 series. Mostly just ignored. Stratstone service dept. Useless. Stops communicating. Stratstone complaints dept. Useless. Stops communicating. BMW complaints dept. Stops communicating. Great tactic. If we don’t speak to you it will go away. If you want a BMW, buy one, just don’t get it serviced at Stratstone. Go to B and M care in pudsey. Better service (they ring you back) and cheaper.

A great experience, was made to feel really welcome and at ease immediately by Hari on reception, then fantastic service from Ryan who was really helpful and insightful! Slick and professional, 11/10, highly recommend!!

After reading some of the recent reviews there is clearly an after sales problem.
We have been skoda drivers for our last 3 cars but after poor customer service after our last purchase at DM Keith Leeds we decided to come to BMW Leeds.
We collected our car on 6th December and noticed a little draw handle was broke on the central consol.I reported this on the 7th December.
I rang our sales guy Kamal who was helpful and told us he would sort it.
10 weeks later were still waiting.
I had the car booked in this Saturday for the part fitting but today I received a call telling me they have just tried to order the part and there is a 5 day delay.
But you booked this appointment 3 weeks ago.why wasn't the part ordered then? I was told it doesn't happen like that.
After care is shocking. Once they have your money then they are clearly not bothered.
Not 100% loving the car so definitely will be going back to skoda next time.
Up your after care BMW as there Is too many 1 star reviews on here.

Good service Hari on reception has been an angel running around doing her job and still having time to help me whilst waiting for my car servicing great team and lovely experience
Thankyou guys

On entering stratstone we were greeted by Hari on the customer service desk , she was so friendly professional , dedicated to her job and even got us a cofffee we felt very comfortable and welcomed ,our purchase was dealt with by kamal who was very professional , also dedicated and very comfortable to talk to ,we are very happy with our car it was exactly as kamal described ,he had sent us a video and even gone in to work on his day off to do us a follow up video ,we came a long way to buy the car , and kamal even put extra effort into adding the personal touch to send us on our way , very very impressed with the service BMW should be proud to have Hari and kamal on there team

I am very satisfied with the service I received from Jaspreet Dhillon, the service advisor at Stratstone BMW Leeds. She was very kind and helpful, and she took the time to explain everything to me. I would definitely recommend her to anyone looking for a great service advisor.

Went into Stratstone Leeds to discuss a part-ex on the 5th of November 2023, and made a refundable £250.00 down-payment on a vehicle. However, I quickly decided against proceeding with the deal. Despite repeated assurances that I would be refunded the £250.00, and having sent multiple emails asking for the matter to be resolved, it took until January 26th for the matter to be resolved by dealership staff who were proactive and helpful. Not great.

Reception staff were helpful but Alex the salesman failed to get back in touch with regarding a test drive he said he would organise,(wanted to check car would fit in garage ok) he hasn’t tried to contact us to sell us a car. Bought our car from Sandal Wakefield who have been extremely good! Also Stratstone Harrogate are far better than Leeds!

I collected my M240 in Thunder Night on Saturday 13th January,this is the second purchase off these Leeds boys and as always it was a great deal, the car is perfect and the attention to detail excellent, big thank you to Ike,Harris,Rob,Kamal and Simon.
Looking forward to our next deal ………..
Thank you Andy M.
Lincolnshire.

Bought 2019 December made BMW 840i in Tanzanite Blue from BMW Stratstone Leeds in June 2023. I wasn't able to inspect car physically as I'm living outside England and car was meant for export. Reviewed car based on photos, videos and what was advised by sales representative.
Most important criteria for me car was not involved in any accident previously. Sales representative assured me on phone car was never involved in accident. Representative said all they cars are HPI checked and clear and vehicle is in perfect condition.
I explained sales representative that I can’t inspect car prior purchase and if they assure me of quality which is expected by official BMW dealership I'll transfer full amount before arriving in UK and collect vehicle when funds are visible in their account. Did as told, transferred funds and flew to UK from Ireland to collect.
While driving with car back to Ireland via Holyhead Port noticed wind noise coming from right window, feeling as if window is not fully closed. Tried to open and close multiple times but sound still there.
Came back home and inspected in detail with car mechanic and official BMW garage in Blackrock, Dublin. What we found:

- Inside the car there is a big gap between the car front panel and right door trim. Gap is bigger when compared to the left hand side door and you can almost put your finger in.
- Right door trim is sitting higher when compared to the leather console above the steering wheel.
- Left door trim covering is even or even lower compared to the passenger leather front console which I assume is designed.
- Front bumper, right wing, right door repainted previously as dust marks and orange-peel effect is seen in paintwork. Signs of uneven lacquer distribution. I also measured and compared the thickness of paint on the right hand side and left hand side of the vehicle by using a digital Coating Thickness Gauge. It shows a difference of up to 2.5 higher on the right hand side door and wing compared to left hand side.
That is another proof of door, wing and bumper respray while it’s even visible by naked eye and was confirmed by 3 technicians one of them from official BMW dealership at Frank Keane Dublin.
Right door gaps between the pillar, right wing and rear of the car are uneven when compared to the left door. Car body repair specialist suggested that the right hand side door is placed more forward towards the hood and left door more backwards towards the trunk which causes imperfection and unevenness in gaps distances when viewing from outside and inside.
- Gap inside car between right door trim and console panel when compared to left hand side door which could be indication of door/door trim removal previously.

BMW Stratstone Leeds did not disclose car damage prior sale and assured car is accident free and in perfect condition. They sold car with hidden history.
Only after I raised question regarding car damaged I was provided information from BMW AIR report suggesting that right door window issue was also addressed be previous owner.

I returned car and was refunded payment but due to currency exchange and shipping, travel expenses l lost over 3000 euros.
I asked BMW Stratstone to refund loss but they refused.
Discussing situation and possible next steps with legal advisor.

A lengthy review however I want people to be informed, there seems to be a mix of reviews on here so wanted to provide a balanced account of my dealings. Aziz (business sales) is brilliant, I’d thoroughly recommend dealing with him if you can because I can’t fault him, having had a delayed/amended order he contacted me multiple times a day to discuss details about expected timelines etc however post sale (not through any fault of Aziz) I did have issues which leave a very bitter taste.

The main issue, as you’ll see below, is my car ‘clonking out’ at 750 miles and the attitude towards me regarding this and my complaint.

In Sept 2023 after checking in for a more accurate delivery date for my i4 (ordered July/expected Nov 2023) I was told the car was now due for Q1 2024 (at the earliest) as BMW had hit their quota and could no longer supply these. Aziz was very helpful and managed to source me an iX1, which was more expensive but he did look after me on the price (very much appreciated). It was in stock in the UK and I requested a BMW sit on toy car to be included as a ‘sweetener’ which Aziz had signed off with his manager.

I was trading in my previous car privately and was happy with the valuation, I appreciate the above was turned round relatively quickly but there were still some delays and as a result I lost circa £500 on the value of my trade in so I am essentially out of pocket here (while I do have some appreciation this was done with a 3rd party and not BMW, but was advised by BMW to use the 3rd party for a better valuation).

I collected the new iX1 and was told the toy car would be coming in a few weeks but subsequently advised BMW were no longer offering this until further notice and was given a sit on ‘scooter’ in lieu. Whilst I do appreciate this would be given as a ‘sweetener’ and I am not unappreciative, it wasn’t the same. After my initial complaint and further conversation BMW did manage to find the initial agreed on toy car and this solved this issue (thank you for this).

My main issue is that 4 weeks after driving the new car I had a drive train fault at 750 miles!! I had to challenge the service team to take this in a timely manner and had to press them hard to allow me to take a courtesy car. This is shocking for a brand new car and doesn’t give me a lot of faith going forwards. Aadil, in the service team, is great! He called me almost daily to keep me up to date and I really do have a lot of sympathy for him as it seems most of his job entails being the bearer of bad news, compensating for deficiencies within the business outside of his control.

The car took roughly 3 weeks to be returned as there was a lack of engineers on site, this seems like an unreasonable length of time and so I wanted compensation for being without my car. I was told by the Corporate Manager that we ‘live in the real world’ and these things happen - not a response I’d expect and not something I necessarily agree with either. When discussing my dissatisfaction and what I felt a good solution for me looked like for me and the car i was still paying for there was heavy emphasis from BMW that I was not being charged the £15/day charge for the ironically named ‘courtesy’ car (something I would never expect to pay for given my cars issues after a month of driving) and made to feel like they’d been doing me a big favour in providing me the courtesy car.

I was eligible for the free home charge point to be installed by Pod Point within 2 weeks of the car purchase, due to an error at the BMW processing end this was delayed as my new iX1 order hadn’t been uploaded on to the system (they only had a record of the cancelled i4) which meant a further 2 weeks travelling to my nearest charging station which was a major inconvenience. I appreciate they are a sub contractor of BMW but it is still an issue, it seems, of BMWs origin.

I had sent an email of complaint as outlined my expectations in terms of the value of compensation I was looking for regarding the below (and was told the most I could expect was £250):
Being out of pocket on old car trade in due to delays at BMW to the tune of £500.
Being without my new car for circa 3 weeks.

Overall I think my review fits in with a lot of the <5* reviews - the post sales/servicing customer care side of things leaves a lot to be desired. If you’re confident in the build of the cars and that you won’t need any post sales care then this really is the garage for you, but if you do ‘live in the real world’ and envisage needing this branch for support in future I would be weary.

Positives - Aziz & Aadil. They deserve 5 stars and are the reason for 3 stars instead of 1.
Negatives - Car quality is questionable given my issue and post sales care/engaging in reasonable solutions to numerous issues leaves A LOT to be desired.

I knew what car I wanted - M5. Instead of the usual messing around I asked for the best deal I was going to get and said in return I would decide that day. Josh [might not be spelt like that] made me a good offer on the Monday and the car was collected Friday with no fuss. If you know what you want and need someone to be straight with you, call Josh at Leeds.

Just had a call from LCH asking me if I need to end the hire car agreement. This was surprising as when I picked my own vehicle up 3 days ago I was told by two separate BMW staff that they will end the hire agreement immediately and nothing for me to do. Clearly they have failed to do that which means I am still out of pocket and waiting for the hire car to now be collected so they can refund the deposit. Just glad I took pictures of how many miles the vehicle had done in case BMW Leeds have been driving around in it for the last few days. Unreliable Stratstone BMW Leeds

One month on and still nobody has had the decency at BMW Stratstone Leeds to contact me. I now have a car with 4 warning faults that were not there previously. The response to this email is that Pendragon will get back to you I can assure you this will not happen and you will left like me end up with a nearly new 40k plus car with multiple faults thank you Stratstone BMW please AVOID unless you want an experience that I am currently having with them.

AVOID at all costs. They are ok when they are selling you a car, however that is where their customer service ends. The service manager should not be in their job. Useless!! You can never get through at all. They promise call backs and just don't bother calling. Every time you call and complain, they just give you a half hearted apology and then offer to send an email to get a call back. There is absolutely no way I will ever ever buy a car from here in the future and I will make sure I tell people to avoid at all costs. Never known customer service so bad. Wow!

Great service on a recent recall. The whole process was seamless. I was booked in within a week to sort a few recalls out.

Phoebe was lovely, super helpful and communicative throughout.

The dealership is always a pleasure to visit too!

My car was returned hoovered and washed which was a treat and a health check was carried out too.

Thanks for a great experience

I recently booked my BMW into Stratstone Leeds for a health check having felt an issue with the steering. I dropped my car off on the Sunday and gave the key to reception, ready for the check the following day.

The check was carried out and I received a call from the service department to inform me that my left front wheel had buckled and for BMW Stratstone to carry out repairs it would cost £2,738.92. Upon advising that I would get a second opinion I arranged to collect my car that evening after work. When collecting my car I was met with a £126 “investigation fee” bill, something that I wasn’t made aware of when dropping my vehicle off, neither something I’d agreed to or authorised at any point during my interaction with BMW.

When I questioned this charge at least three people from the service team all got involved telling me that I’d signed paperwork which authorises the investigative work and fee being charged. All of the service team were extremely rude and very clever in pointing to the small print - yet unfortunately for them - I hadn’t signed any such paper work and they weren’t able to evidence any signature or conversation where I’d authorised such a fee. The service team then advised phone records would be checked to prove I had been asked to authorise the fee. Funnily enough their phone recording functionality “had issues so they were unable to ascertain” any conversation from the recordings where they thought I’d given permission to carry out the investigation. I find this practice and culture to be extremely poor and the use of aggressive and sneaky behaviour to force customers into paying hidden fees is very bad practice. Something I will be referring further to the FCA as this culture falls well short of their principals of treating customers fairly.

I should note that upon complaining to the service manager the £126 fee was refunded to me albeit it took 14 days to receive any response as they had no evidence to support my authorisation being given to carry out the investigation and charge the fee. If they had of made me aware if this, I would have declined and taken my vehicle elsewhere anyway.

Now onto the repair works and BMW’s quote. As any reasonable customer should be entitled to, upon receiving the quote of £2,738.92 I asked for an itemised quotation of works from BMW. When chasing this up I called the service department 5 times across two days and no one even picked up the phone. I also emailed Hannah Waite in the service team on 28th September 2023 asking again for an itemised quote. To the date of this review - 23 October 2023 I’m yet to receive any sort of response - 26 days on. This speaks volumes for BMW’s terrible customer service.

I took my car to two separate BMW authorised repair shops for second opinions. I settled on B&M Care in Pudsey which is only 4.7 miles and roughly 13 minutes drive away from BMW Stratstone Leeds. They reviewed the wheel, confirmed it was buckled and advised I simply needed a new alloy wheel with the repairs to cost £449. I authorised the repair and had my vehicle back within 2 days fitted with a brand new BMW 848 M alloy wheel. This in stark contrast to BMW Stratstone who wanted to fit a new alloy wheel, brake pads and discs and charge me more than 5 times that amount for the privilege. What a rip off! I should point out my vehicle is 10 months old (having been bought brand new) and has done 7,000 miles so as B&M said, the brake pads & discs are certainly not ready for changing yet. Shame BMW Stratstone don’t treat their customers with the same fairness.

This shoddy service from BMW with my vehicle follows a recent debacle with BMW Stratstone having registered my partners brand new BMW and therefore V5 document in the wrong name thus ensuing 7 frustrating months of trying to get the issue resolved and BMW even brazenly blaming her for the error - unbelievable. The error only came to light following a speeding fine too, so it’s not even like BMW found and sorted their own error. Having read other 1 star reviews for Stratstone I can see that my partners V5 experience isn’t an isolated incident and that fellow BMW Stratstone Leeds customer Josef has has similar issues. I struggle to see how BMW Stratstone can justify their “premium brand” status with customer service like this.

Safe to say my partner and I’s trust in BMW Stratstone is at an all time low. A BMW might be the ultimate driving machine but it’s safe to say it’s anything but the ultimate customer experience with BMW Stratstone Leeds.

My car was in the dealership today for a service. Myself along with a few others were stood waiting at the service stand, despite there being many staff members in the background working, nobody took the time to acknowledge us or just let us know somebody would be with us shortly. That’s my pet peeve and basic customer service. This was the same on collection of my car.

The works were carried out in a timely manner to be fair, but when I went to get in my car it hadn’t even had a valet despite being told that was part of the service. Again a basic customer expectation of BMW I would say.

Definitely won’t be in a rush to come back….