I constantly had to chase for an update on my car at Arden. They said they would contact me and never did I was always the one contacting them
In light of the fact that BMW Maidstone lied to me last year i am completely disatisfied with the service they have provided. When the problem was idenitified to them it took them over a week to resolve the problem.
An air filter required for servicing was not ordered and the car was also not washed following the service. It took persistent calls and almost 2 weeks for the service to be completed. This is not the service I expect to receive from a premium brand
At this point of contact,I have no complaints,everyone was helpful and kept to time etc.
My service advisor Elise was efficient and I was kept informed of progress. Also l was given a lift to and from my home which was very helpful.
Job completed on time and for the price quoted
Took a bit longer than anticipated so had to wait 2hrs at reception before car was ready due to brake pad replacement taking longer than originally stated.
The Staff were helpful and polite and the garage is well presented. I'm happy to continue with future serviceing.
Happy with service. But, I was phoned to say car was ready for collection, when I arrived at Arden 45minutes later I was told it hadn't been cleaned yet, I then waited another 45 minutes for this to be done. Also courtesy car requires 8 weeks notice.
Because I was completely satisfied
As above, although I had some dealings with the service department on tyres pressure that was very good. My new car was sold to me with indifferent tyre pressures 3 of which were very low and over 1 bar lower than the recommended pressure.
All my concerns were dealt with. (Only a couple of weeks after the service in question.)
Courtesy car was not available even with my booking car in for a service over two weeks prior to the appointment
I was told the car would be fully washed and cleaned inside as part of the service. This did not happen
As above. Had to chase the dealer all the time and no one seemed to take ownership of my enquiry, or indeed appear to care.
Received a phone call at 3 oclock to say the car was ready, arrived at 3.25 and waited until 4.05 as the car wasnt actually ready.
All the estimated times and work duration were on point and I was in and out as quickly as was estimated. Everyone I spoke to was polite and extremely professional.
let me know what the holdup was
As I explained to the Service Manager:1) Total lack of communication2) No specific conversation took place regarding disconnecting my safety cameras 3) Was told I would get a call if the car was ready earlier - didnt happen4) Car was not cleaned
Same as previous but would add that the lady on reception Christmas Eve when I arrived at just past 7 am was very helpful and made sure everything went smoothly on what is after all a bit of a rundown day.
My car was brought in Arden by BMW assist so as I was at the garage I booked the car in for its next due service and told no curticy car till March , useless ! No Good doubling the size of the garage but keeping the same amount of curticy cars , ????
Thank you for your response, please accept our sincere apologies. We will pass on your feedback to our third party company who organise the rental vehicles.
The actual service was carried out efficiently without any issues. As I mentioned above, my main concern is the inability to book an appropriate service at Arden BMW within a reasonable time period and the way prices have increased recently.
I had a trye changed under the BMW price promise, very competive took a bit longer than a tyre shop, but much nicerer surrounds and good coffee plus a valet.Very pleased.
From telephoning to make my booking to receiving my car back looking so well groomed makes for a satisfying service experience.
I had an MOT, and end of warranty check done They said all was ok
All checks & service work were carried out as discussed when I initially rang to booked the service . It is a pleasure to collect the car washed & vacuumed looking spotless
Excellent customer service,. Staff are polite and courteous, keeping me informed and managing expectations in terms of the length of time the job would take.
Booked for service/ winter wheels/tyres. Initial appointment cancelled due to fault on courtesy car but subsequently had choice of Saturday or Friday same week which was very satisfactory. Appreciated efforts to get alternative appointment
because of the above repair not carried out so had to rebook
Car was MOT'd while I waited, the test was completed without undue delay
Starf efficient polite and very helpful
The car was returned valeted
Servicing was quick and even included the car being cleaned - total wait time was under 2 hrs
Work completed to a high standard
Kept fully in picture with what was happening, happy with the advice given and work undertaken.
Mark always provides first class customer service
When booking in the car, i explained several latent issues which were picked up during a previous service. Straight away I was told these were not covered under warrantly, without the matters being considered - agressive from the start
Thank you for your response, all feedback is welcome. We are incredibly sorry to hear that you are disappointed with your experience at our dealership. We will pass this on to the relevant team.
Good experience. Held car overnight at my request
The work was completed on time and as expected. Knowledgeable, helpful and friendly staff
Thank you very much for taking the time to leave such a fantastic rating, our service department really appreciate your feedback. It's great to know that you were fully satisfied with the service that you received from the team. We look forward to seeing you in the future.
As abice. Arden service ok. Arden sales, very poor.
Delay in booking a slot and never have a customer car available - get some more,
Good service, polite staff, reasonable charges
Friendly staff and great service, reasonably priced.
Customer facing team leave you with the impression that you as an individual matter.
1. I asked if a brake fluid change would be carried out as part of the work and was told not so I booked with bmw specialist and then it was.2. Forgot to install a part3. My pre-requested old kit was forgotten twice and now having to still go back
great service completed quickly
Staff always friendly and attentive. Always take time to cover the things that you're not quite sure on and genuinely seem to have your best interests in mind.
lack of courtesy cars stopped giving5 stars
The time taken for service advisors to retrieve cars from the offsite service shop is ridiculous. I had to wait 30 min from the time my advisor left until he returned. Other customers had the same issue. This is unacceptable for BMW!
I wanted to complain about the second issue (the first was resolved at branch satisfactorily) but I was told to refer the complaint to head office. I did so and head office said they couldnt deal with my complaint and to refer to branch!
Car clean and all done as required
On time and phoned when work completed as requested
Excellent customer service, excellent communication, excellent work carried out on time, on spec, on budget. I only wish all business's ran like this!
Thank you for your 5 star review, I am glad to hear after your minor issue all was sorted out and we met your expectations. I will pass on this positive feedback to our service department. We look forward to seeing you again soon.
good environment, nice service and friendly staff
Dealer experience is good. Service team friendly and easy to deal with.
Car was serviced whilst I waited within the 2 hour slot I was given, nice touch to give it a clean particularly as it was pouring with rain on the day of my visit but they did it anyway!
As above plus the waiting area is of a high standard
It met all my expectations
Customer service is first class. Quality of serive mechanics is really poor,
My car come in for service and fix back wiper as it works when it wants Car service was but back wiper still not working
Service was not fully completed after having had the car for 7hrs approx. Damage done to ignition coils, and spark plugs not replaced as per service requirement.
This is my 3rd BMW but after reciving such of poor service exp i am thinking to go else where now
Very helpful at Arden but surprised no courtesy cars were available even tho service was booked a number of weeks in advance, first availability was a month after my service date.
Emlyn the sales person we dealt with was brilliant. We went in unsure between two types of BMWs, he arranged for us to test drive both, gave us details on both choices and gave us his time and patience during the purchasing of the car and once again
Excellent salesman who was sympathetic to my needs, helpful, patient but did not patronise me.
Very professional service at all times from all departments that I dealt with.
Everything went smoothly and all my questions were answered very satisfactorily.
The salesman Luke Wilkinson was first class from start to finish.
Car in separate showroom with a personal welcome notice, made me feel special.
I was kept informed of progress and the car actually arrived 3 weeks early, in time for Christmas. The car was beautifully presented for an indoor hand-over, which made the whole experience personal and private.
At first I was told that I would have my car within 5 to 10 working days,but was very disappointed when it didn't happen and was told it wouldn't be till after Christmas 28 days.However Emlyn managed to get it by the 22nd for me . Well done Emlyn !
I WAS UNABLE TO COLLECT THE CAR BECAUSE I WAS IN HOSPITAL SO MY WIFE PICKED IT UP. SHE TOLD ME THE LUKE WAS VERY HELPFUL IN EXPLAINING HOW TO OPERATE THE CAR.
Had a problem with one wheel being scuffed which is not good on a £100k car. Overall there are issues with the car which must be put right. The sales team have acknowledged these and are dealing with it.
Everything happened as was expecting
Polite staff and informative
The sales man Charles was very helpful and dont make you rush and look around at many diffract options whats nice there was no presssur is sales talk But was promised a call after the weekend that we got the car but never did so a little unhappy
When at the centre - excellent customer service and very nice new showroom with private viewing area for orientation of new car. Answered all our questions thoroughly. Occasionally some issues with communication over the phone.
Very personable sales. Loved the hangar service for collecting the vehicle. Answered all my questions. Great treatment all round.
Nothing was too much trouble, no pressure, made the whole experience stress free.Again, when taking delivery, nothing was too much trouble, not rushed, everything about the car was patiently explained
The salesman Terry Linford was approachable, knowledgeable & friendly. It was a pleasure to have the sale handled by him. I would have no hesitation in recommending friends to go to Terry at Arden Maidstone to buy a BMW car.
Excellent support from Luke Wilkinson and the support team as usual
Arden
Maidstone
