Repeated Disappointing Experiences with…
Repeated Disappointing Experiences with Stratstone BMW Milton Keynes
I am extremely disappointed with my repeated experiences with Stratstone BMW Milton Keynes over the past few years.
My most recent experience involved an issue with the panoramic roof on my BMW X5. Initially, I was informed that the repair would not be covered under warranty, and I had to contact BMW UK Customer Services to pursue the matter. Eventually, the panoramic roof issue was resolved under warranty, which I appreciate. However, I was disappointed that I had to escalate the matter to BMW UK to achieve this outcome.
Unfortunately, matters became even more frustrating when I collected my vehicle and discovered damage to the navigation display, including a chip/impact mark, as well as damage to the front-left wing.
The damage was identified at the time of collection, and the service advisor saw it and took photographs at the dealership. Despite raising a formal complaint and giving the dealership the opportunity to investigate, they ultimately refused to accept responsibility or contribute towards the repair costs.
What makes this situation particularly disappointing is that this is not the first time I have experienced a similar issue with this dealership.
Approximately three years ago, I had another vehicle inspected by a salesperson at the dealership for a potential part-exchange valuation before handing it over to the service department. At that point, the salesperson had seen the vehicle and confirmed that it had no damage. However, when I came to collect the vehicle after it had been with the service department, I discovered that it had been damaged.
Fortunately, because the salesperson had inspected the vehicle beforehand and was able to confirm its original condition, I was able to raise the issue with the dealership, and they eventually repaired the damage.
Having now experienced two separate incidents involving vehicle damage identified after collection, I am extremely disappointed with the way these situations have been handled.
I appreciate that the panoramic roof repair on my current BMW X5 was eventually completed under warranty. However, having to involve BMW UK to resolve the warranty issue and then receiving a refusal of responsibility for the separate damage complaint has significantly affected my confidence in this dealership.
I believe customers should be able to leave their vehicles with an authorised BMW retailer and collect them with confidence. Based on my personal experiences, I would strongly recommend that anyone using this dealership carefully inspects their vehicle before and after any service visit and keeps a record of its condition.
Sadly, these repeated experiences have seriously undermined my trust in Stratstone BMW Milton Keynes, and I will think very carefully before using them for any future servicing or repairs.
