Stratstone - BMW Derby Reviews 

I had received a notice for factory recall to replace the EGR cooler at my local BMW dealer which is Stratstone Derby. When i took my car in there were no issues with anything. When i drove it away there was a warning light on for the EGR valve, this valve is part of the system that Stratstone mechanics had removed/replaced. whist they agreed to replace the valve with no labour cost i was still left with the cost of parts.
In brief, i drove a perfectly serviceable car into the garage and drove away with a faulty car. Whilst i have accepted the offer of paying for parts only i would never use this garage again as it is simply dishonest behaviour.
UPDATE after Stratstone response below. Stratstone should not be taking the feedback and looking at training their staff, they should be putting my car right after they broke it. I have submitted complaints with no response, i can only assume ti doesn't bother them to break customer cars and not put it right.

i opted for the 'while you wait service' and couldn't have been more impressed. The standards at this Derby branch have increased significantly, and with the dramatically improved showroom, the overall customer experience is industry leading! Staff were politely attentive, friendly and went out of their way to ensure your stay with them was comfortable, I would definitely take advantage of this service again, well done to the whole team!

I arrived and didn't have to wait too long, but was made comfortable and offered refreshments. Car was ready when said it would be and came back to me nice and clean as well (always a bonus)

We are used to BMW's amazing cars and great service. The experience we have had buying an 11 months old 3 series probably will lead this to be our 4th and last BMW.

Got a good price for this car and delivered on time on 1 March. But the car came without a V5C (I didn't know they were allowed to sell cars without this important document). Apparently BMW derby were operating from a temporary site and many papers had been misplaced but don't worry we'll find it over next few days and send it over. After one week, sorry we can't find it, we'll apply for a replacement one. After a month, sorry something happened, only now we are applying for it. I couldn't tax the car without the V5C, so suddenly the car was useless and had to be taken off road. I had to cut a holiday short to come home as the car would have been illegal to drive. It took another 6 weeks for us to get the V5C and tax the vehicle. To be fair (the reason I gave them 2 stars instead of 0) is they gave me a courtesy car for a month or so whilst I waited. However, since they were in a rush to get me the courtesy car, they didn't turn some of the features on the car on, eg no satnav. When I asked, the answer was why don't you use your phone? Well since you guys didn't turn some features on I can't connect my phone to it either. I didn't buy a BMW to have to use my phone as sat nav. Govt website says not to buy a car without a V5C - so if I knew what I was getting into I would not have bought the car from you in the first place. Latest surprise. Got a letter on Tuesday (so 3.5 months after I bought the car!) from the DVLA saying the cheque BMW sent to apply for the replacement V5C which they lost has been returned by the bank, but now that the car is registered on my name, I'm on the hook. Don't know if the car is illegal again from today. Called BMW Derby, Nathan has left, Kaz and Younus on holiday, somebody will call you. Email to BMW no reply either. 2 days, chasing again... Beware what you are getting into if you deal with them.

Car went in for a MOT, quickly sorted. Great staff taking care of my car. Will use again. Thanks

Very happy with the service received. Despite all the issues around the world which are out of our control we managed to get our vehicle within a few weeks of the original promised delivery date. Overall a very happy customer.

Polite helpful professional staff. Made the whole appointment procedure easy and effortless from start to finish. Couldn’t have asked for a better experience. Well done and Thank you.

Garage staff very polite but lacking in communication and organisation.
Left waiting and wondering if car repair would be ready for collection that day after an early morning drop off.!

helpful and stuck to their word.

Brand new, modern dealership with some seriously nice motors.
Really professional and helpful staff.
First class experience.

My car was taken for recall on driver airbag. The overall customer service was excellent.

Dealing with Stratstone and especially Wayne Stilwell over the last few months has been a pleasant experience. Wayne has been very helpful and informative throughout the process

Very quick and efficient collection of my car for annual service. Breakfast support is a nice treat.

MoT and Brake fluid service were completed as requested with the usual helpful video inspection sent to my phone.

I had notified an issue with slight “juddering” between gears on acceleration and paid £100 for fault diagnosis.

The fault was diagnosed as the EGR valve which was replaced at a further cost of £156

It turns out that this is a known issue and increasing numbers of BMW drivers are highlighting this to the manufacturer.

In which case I have two questions.

1)If the Fault Code highlighted this as an issue why was I charged £100 for the diagnosis

2) shouldn't there have been a recall for this EGR manufacturers known fault and the associated costs borne by BMW

I welcome your response and any associated recompense

Chris Hare

Good customer service whit good work, definitely recommend

Brilliant customer service! Fantastic new facility.