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5.0SERVICE
4.0Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.
376 ratings and 198 comments received in the last 90 days.
11 March 2024
no problems, a very personal service
11 March 2024
Very professional.
10 March 2024
Steve was very helpful and kept in contact throughout the purchase process.
07 March 2024
Everything went to plan
06 March 2024
Philip was amazing - very helpful and friendly. He made the process very simple and enjoyable.
06 March 2024
Stephen Spalding was fantastic he made the whole buying process simple.
05 March 2024
Professional, fair service
04 March 2024
Very good service by all and hassle free hand over of new car.
28 February 2024
Great service the sales man Harrison is a fantastic car salesman
28 February 2024
Enjoyed the experience and my expectations were fully met. Dealership was well presented and all staff were caring, friendly and very helpful. The new car was ordered and delivered on time as agreed with the Dealership.
27 February 2024
Ben delivered the car within the handover bay and made it very easy once again. Having family members with me too, he made them feel at ease for a big purchase.
26 February 2024
Kept me uodated and easy to deal with.
24 February 2024
Gary was great,did his best to give is the best possible deal
24 February 2024
Phillip Lyon was very nice man and made sure I new everything I needed to now about the car before I left the show room I was very happy with how he sorted everything out my agreement insurance and my number plate I will defiantly recommend him
23 February 2024
The team (Luke) worked hard to source the car quickly for me. Collection was when it suited me and all was good
23 February 2024
I had the best experience from start to end.
22 February 2024
Throughout the entire process, Ben went above and beyond to ensure that I was well-informed and comfortable. His proactive approach in keeping me updated at every stage and his prompt responses to all my inquiries exemplified a level of customer serv
22 February 2024
Great
28 January 2024
Great service front start to finish. Communication very good , friendly customer service.
27 January 2024
Phil at Arden was excellent. Really nice guy. Knowledgeable and helpful. Couldn't ask for more. Thoroughly recommend.
17 January 2024
I was incredibly happy with the sales service I received at the point of buying my car and the subsequent delivery where the sales manager came in especially early to handover the vehicle to me.
17 January 2024
Delivery on date as requested by me.
14 January 2024
Same as above. Slight delay due to weather in Germany impacting delivery time but it was still relatively quick and we weee kept informed
21 March 2024
I was told I would receive a video but this never arrived to the app or my email which was checked by the customer team on the date I paid.
21 March 2024
Pricey, but professional.
19 March 2024
Always feel looked after dropping my car in, the staff are great.
19 March 2024
I didn't speak to anyone until o had to pay. 4 hours in a dealership with not one interaction. They also failed to complete a software update which is still unresolved.
19 March 2024
As above
19 March 2024
Good service only negative was car was cleaned and hovered out but that wasn't done to any detail at all was still slightly dirty and needed better hoovering.
19 March 2024
Great service
16 March 2024
Friendly and helpful service.
14 March 2024
3rd time having car serviced and same everytime brilliant customer service.
14 March 2024
Without asking me, extra checks were carried out that I hadn't asked for and wasn't informed about, making collection half hour later than promised and adding inconvenience to my day Also,they didnt contact me to book in for recall when promised
14 March 2024
i know that l can trust them
14 March 2024
See previous answer
14 March 2024
Impersonal at check in using the screens and lockers. Not the service personalised service id expect from BMW
13 March 2024
Efficient, friendly service
13 March 2024
All as arranged
12 March 2024
Very good communication, respectful staff
12 March 2024
Great staff
12 March 2024
Because I had very good experience regarding cometment
12 March 2024
Great correspondence throughout any work done. Quality work with no issues there after.
11 March 2024
Your technician just messed up the whole boots and left the wheel locking nuts on the front seat. I felt that was careless and unprofessional behavior ! I wonder how much care they take while repairing the car !!!
11 March 2024
Staff were friendly, issues resolved very quickly, overall extremely satisfied
11 March 2024
Tried calling several times during the day also other days and would never get through on the phone, I send an email requesting an update which I received within half hour
11 March 2024
Great help from Abby whilst there and the facilities and friendly staff, as well as the prompt response to getting my car back to me
09 March 2024
Because all went well got nice loan car while mine was being done.
08 March 2024
Again nice and clean area.
08 March 2024
Left car for 3 days to get alloy repaired. Said yes when asked if wanted car washed and when collected it hadn't been washed. Appreciate this was a courtesy but if offered it should have been done.
08 March 2024
They kept me fully informed on progress at every stage
08 March 2024
Comms great and friendly too
08 March 2024
Booked 10:00 am timed MOT spot car still not. Ready until 12:45 see below.
08 March 2024
I needed a new tyre to get through the MOT, the team did everything possible to ensure I had the car back in a timely manner. Great customer service.
07 March 2024
I wasn't told when booking my service that specific time slots were available
06 March 2024
Once again, polite, efficient and welcoming service
06 March 2024
Have been using Arden Maidstone for the last 5 years and the service is informative and swift.
06 March 2024
again, couldn't fault the service I received
04 March 2024
Very professional, video of findings is very useful
04 March 2024
My house key were lost either during the service or valet.
04 March 2024
Great service received.
04 March 2024
Friendly fast service. Could not ask for more.
04 March 2024
Arden Maidstone have a friendly staff and have attended to me with professionalism for several years. They have delivered my last 2 cars and give good advice.
04 March 2024
Work was completed swiftly and complementary check and wash
04 March 2024
Scored lower than normal because my car was with you unexpectedly for 9 days. Updates were not always clear/reassuring. Car was returned stinking of diesel and smell is still very present after 7 days. Grateful that hire car was provided on 3rd day.
04 March 2024
Very professional and friendly staff
04 March 2024
Excellent after sales service
04 March 2024
Always very helpful and professional
04 March 2024
Smooth process of booking, kept informed by the mechanic working on the car to pick up! Very friendly team.
03 March 2024
Haven't had a service yet
02 March 2024
I'm disappointed you don't offer a car pickup service for services. Also my requests for specific things to address with the car were ignored.
01 March 2024
Did everything that was required.
29 February 2024
Vehicle inspection carried out confirmed no issues, but following a visit for a brake fluid change less than a week later at an independent garage, areas of concern noted that Arden's inspection that appeared to be ok.
29 February 2024
They did what they said they would
28 February 2024
Did it quickly
28 February 2024
I am always kept up to date
28 February 2024
3 hour wait after checking in. Nothing was done to my car. Had to re-book only to be called a few days before re-scheduled appointment that work couldn't be carried out. Had to arrange another appointment 3rd one.
27 February 2024
There was a bit of confusion if part of the job was done, it does not give assurance to client about that. I was charged by something that I wasn't made aware of before.
27 February 2024
Dealt satisfactorily with my issues, efficiently
27 February 2024
Warranty on work done Resolved if there was a problem as in my case
27 February 2024
Car was completed (MOT & Brake fluid change) while we waited in a satisfactory time period.
27 February 2024
Reception staff are, as usual, friendly and efficient and kept me informed of progress and readiness for collection. Whilst the car 'wash' I think left the car looking dirtier than it had before, I can overlook that and am happy with Arden overall.
27 February 2024
Great receptionist to meet and greet you on arrival.
27 February 2024
It's a shame you don't offer to repair tyres and will only replace them
27 February 2024
Very friendly and good customer service, but problem that I initially took it in for which I paid £250 for is still an issue. :(
27 February 2024
My car was inspected, including a video following the service which I was very grateful for. The complementary clean inside and out of my car was great, and I recommend this optional service continue for others.
27 February 2024
Car had a fault with coolant . Was picked up and mended under warranty. Also supplied a Curtesy car
26 February 2024
Works completed with no issues
26 February 2024
Very fast and great communications
26 February 2024
Friendly approachable staff
25 February 2024
Service was shocking
25 February 2024
Most helpful polite young lady Elise and Anna fantastic service experience
25 February 2024
Again there was a lot of confusion over the situation of my car and on collection the car was not cleaned after they did ask me.
25 February 2024
As above
23 February 2024
Service was performed quickly and always good service
23 February 2024
Fitted new bumper - looked good but failed to secure it to the bodywork under the car. Fitted new rear inner rear light - item not aligned correctly and was found to have not been screwed in. Both items require yet another visit to my dealer to fix.
22 February 2024
I paid £260 to diagnose a headlamp fault, I didn't get a satificatory explanation as to why a replacement unit was required and I am still waiting for a wriiten confirmation of a verbal quote of £2,138
22 February 2024
Experience getting booked in over the phone and booking the car in on the day was excellent. Customer service on collection was ok.
22 February 2024
Had a great experience with my first service and carried it out quickly while I waited
22 February 2024
Always very approachable and professional. Lady called Elise was extremely efficient and friendly from start to finish.
22 February 2024
I am very pleased with the service I receive at Arden Maidstone. Elise Mankelow is always very professional and helpful and explains everything thoroughly.
22 February 2024
Was quite a long time being repaired due to wrong part being sent to garage
22 February 2024
Not being honest about completing the job
22 February 2024
I am fully satisfied with the most recent service provided, but again, due to mostly negative experiences in the past would not recommend them generally. Would like to thank Verity however for her great service with the most recent situation.
22 February 2024
Work was done well
22 February 2024
Hassle to book the car for service or any work. They are reluctant to provide loan cars, even when they have availability.
22 February 2024
See above. Service is excellent with great quality people.
22 February 2024
Only gave four stars rather than five as the tyre pressure may have been checked but were certainly not adjusted
29 January 2024
Ease of booking and professional treatment
29 January 2024
The work implemented very pleased, however trying to arrange an appointment, very very painful
29 January 2024
Easy to drop the keys in using the drop box, kept informed whilst vehicle in the workshop and greeted pleasantly when collecting the vehicle
29 January 2024
Repair took longer than i'd hiped, but all well in the end.
29 January 2024
Very good service, highly reliable. Rest assured your car is well looked after, though I needed to collect my car the following day instead of the same day- it was a swift process on collection.
29 January 2024
Because I am delighted with the outcome
28 January 2024
Poor coordination between customer service, workshop and service advisors
28 January 2024
I remain totally unimpressed by the service at Arden. Every time I check in online and tick to have the car cleaned and never once has that automatically happened. I have to point it out and wait longer while that's done. It's also the worst clean!!
28 January 2024
No communication.
28 January 2024
See above
28 January 2024
Top people thank you
28 January 2024
Excellent service here and always has been. Steve in particular is always very helpful.
28 January 2024
Very polite and great service
27 January 2024
Right parts and on time as asked for
27 January 2024
I will always want to know the lowest price you'll do the job for. Chloe Price was professional, polite and a real asset to BMW. She provided personal service to make sure I got the service I needed, using direct emails. Can't praise her enough.
27 January 2024
The job was completed in the time frame they said.
27 January 2024
Was in for a service. Absolutely perfect. Thank you.
27 January 2024
Expensive and poor customer service. Car was not returned in a roadworthy condition and no offer to correct this
27 January 2024
Booked my BMW in Dec after getting a drive train message- the day before the appointment 12th Dec it was cancelled stating they did not have parts for erg recall (something completely unrelated to my requirement)-earliest appointment was given for 18
26 January 2024
Unfortunately there was a shortage of tyres to fit my car and for a puncture replacement it was in the garage for near on two weeks.once tyre was in stock it was fitted well. Maybe tyres could be kept in stock of the cars being sold
24 January 2024
Very difficult to contact Arden to talk to someone.
24 January 2024
Stuff verity good
23 January 2024
Call breakdown had it back within one day
23 January 2024
Discusting
23 January 2024
Was asked on the booking confirmation that came through to my phone if I would like my car to be cleaned inside to which I said that would be good, dropped it off and asked if I would like it washed, I said yes,but was not done when I picked it up
22 January 2024
Quick service no problem
22 January 2024
We first comments
22 January 2024
Bought a replacement key, the key didn't work so booked in for get reprogrammed and while that was being done got a full overall check in the car with a wash
22 January 2024
service okay, fast lane took a bit longer than expected. Would have gone home if I was informed it would take 2.5 hours. We seem to have a knocking noise near side following the service, I suspect a pipe knocking on a cover behind the wheel.
22 January 2024
as above, I am still waiting for details of works carried out to my car even though I have emailed the service advisor asking for these and also following a call from Arden themselves, where I too had to ask for the followup works report and video
22 January 2024
Work is still incomplete but so far no Arden issues.
21 January 2024
A clean of the car would have been a big deal
21 January 2024
Telephone system is a no-go area !
21 January 2024
80% satisfied , stores could be better for customer to be served , felt enclosed and a bit like a backwater area , not enjoyable place to stand and wait .
21 January 2024
What I love about BMW Arden is that every time my vehicles are on service with them, there is always a technician who records the vehicle conditions and issues. This makes taking a decision on services required a lot easier.
21 January 2024
Because of ongoing engine light problems since buying the car from them the service department at Aylesford have been very good.
19 January 2024
Immediate assistance and great support
19 January 2024
After about 12:30pm I received a call about my car and it was evident that the person hasn't read the messages I put down in the form. The person also advised that she wasnt sure if they had the part for my car.
18 January 2024
Staff were great.
18 January 2024
Service offered by BMW Arden in Maidstone was great.
18 January 2024
Professional, helpful, quick
17 January 2024
Support staff helpful
17 January 2024
On a couple of occasions I have bought my car in and parts have not been delivered so have to bring my car in again. I should be notified beforehand so I can decide whether to bring the car in or not
17 January 2024
Honest advice on what is needed and when
17 January 2024
I think you guys only care about sales
17 January 2024
The fault came back within 4 days of collecting my car after being hold it was fixed
17 January 2024
Elise is fantastic and very helpful.
17 January 2024
Answering the phone by your telephone operatorwas dismal I phoned about 10 times before the phone was answered.
17 January 2024
Same as above
17 January 2024
Friendly colleagues and service
17 January 2024
My car was serviced and MOT'd within the planned time of 2h30m. The waiting area was very comfortable. The service video allowed me to understand what was checked and any any comments regarding potential issues were informative. The car was cleaned.
17 January 2024
Show this engineers at Adrian Maidstone are first class mechanics
17 January 2024
I have raised my issues with the repairs manager who has been helpful in looking into the original complaint and was then re-assured this would not be the case again, but I had to attend the branch once more last week and again experienced poor servi
17 January 2024
I was very happy with the works carried out and the assistance both the engineers, Verity Saunders and Chloe Price gave me in order to make a claim on my insurance.
17 January 2024
I requested the X5 to be cleaned and that was noted but never done !
17 January 2024
Work was carried quickly however trying to contact the dealership was problematic. I need to speak with the service team over the phone in the afternoon to arrange for payment but it 4 attempts and nearly 4 hours to sort out.
15 January 2024
Nice and clean and for me is easy to get there
15 January 2024
As above
15 January 2024
As above
15 January 2024
See above
15 January 2024
See above
14 January 2024
Work to diagnose problem and carrying out repair was fine. Waiting 4 weeks before diagnostics could be done was not. See below for customer service comments
12 January 2024
As above
12 January 2024
Very unhelpful
12 January 2024
Verity was very helpful and looked after me .
12 January 2024
After a few problems with the recalls due on the vehicle, they did go above and beyond to ensure I was completely satisfied with the service I received from them.
11 January 2024
Over the last recent years, there has not been a personal service and it was very much remote, but on this occasion, it was exemplary.
11 January 2024
You serviced and returned the vehicle efficiently and without any dy
11 January 2024
Polite staff and prompt resolution of complaint
10 January 2024
Friendly and fast.
10 January 2024
When I had given my BMW in the morning, it was all absolutely fine and was a usual recall for air bags. However, in evening got a call from BMW saying that they need to replace the 2 suspension springs and compressor and that would cost around £2.2k
09 January 2024
Helpful, listened to what I had to say.
08 January 2024
See above
08 January 2024
The answer to the first question explains everything
08 January 2024
Great cars. Great service; although a little on the expensive side
08 January 2024
Would have been an extra star if they had given the boot a quick hoover as they did the rest of the car.
08 January 2024
Professional work no issues
08 January 2024
I took my car because my car was vibrating idling and a bit lack of power. After work is done problem is still there .
07 January 2024
Booked Fastlane 90m Appt via App, waited wks for this as they were all taken. Got to Arden, they said it would be 2hr30m, said I had fastlane they said we don't do that here app is wrong. Took 2hrs 45m, said they'd wash car but didn't. Waste of time
07 January 2024
i had a list of items which i added when booking in car online, which was not discussed with me when collecting car, jacking point block note on service report but not replaced or requested to be replaced to lex
07 January 2024
My experience was excellent, my questions were answered promptly. My booking was over the Christmas break but this had no effect on there operations, they even washed my car.
07 January 2024
Clean and really friendly
03 January 2024
The team were efficient friendly and professional I've been to a few BMW service centres but this one was better than any other I had been to.
02 January 2024
As above
02 January 2024
All ok - just about.
31 December 2023
Great service thank you
30 December 2023
Wasn't advised that car needed parts at first visit
29 December 2023
The car was booked in for minor and not major service, wait appointment. I ended up having to leave car overnight due to work. Some of the work shouldn't have been necessary on a car of its age and service were awaiting a call back from BmW regarding
29 December 2023
Great service. Minor jiggle - asked if I wanted car cleaned (yes) but it was not done on pickup next day
29 December 2023
App wouldn't allow modification of the existing appointment to add more service items, so I has to ring Arden directly. This lead to confusion after I had checked it in.
15 March 2024
Some minor issues with timing delays.