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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.
350 ratings and 174 comments received in the last 90 days.
16 April 2024
Phillip Lyon was fantastic, engaging, listened to what I needed and found the right solution. Thumbs up!
15 April 2024
The Sales person I work with Luke, was excellent with this questioning skills, attentive listening and responsiveness.
15 April 2024
Absolutely brilliant experience, The sales person (Luke) was amazing in helping and guiding us towards our new bmw ix1. He managed to arrange and get hold of the exact car, colour and spec we wanted to buy.
12 April 2024
Very satisfied during the purchase and delivery stage as the process all went pretty smoothly.
05 April 2024
Modern, comfortable and relaxed environment within the centre. Knowledgeable staff. Kept up to date at all times with delivery. Good handover experience on delivery day.
03 April 2024
I was kept informed every step of the way by email and phone calls whilst I was out of the country.
03 April 2024
I believe I paid a fair price however I'm a returning customer (8 new cars since 2014), I'm not sure the most recent purchase represented my commitment to the brand. Bad points, scuff marks of the bottom of the internal plastics, door - door seal. D
02 April 2024
Luke Wilkinson was fantastic throughout the whole process. He communicated all options and was brilliant to deal with, he kept in constant contact and communicated everything clearly and simply. Fantastic customer service.
02 April 2024
Luke Wilkinson helped me get my new car and he was very kind and helpful and answered all the questions I had and even made me feel at ease when I was nervous when switching from a manual to an automatic as he took time out of his day to take me for
31 March 2024
I was very satisfied especially with the help I received from the salesman when there was a problem with the new car I was to receive and he found me another car straight away and had it delivered with the minimum of fuss.
26 March 2024
Very satisfied
24 March 2024
The Sales Representative couldn't have done more for me. Second car he has arranged for me and made the transition from one to the other seamless.
15 March 2024
Some minor issues with timing delays.
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
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.
28 February 2024
Great service the sales man Harrison is a fantastic car salesman
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
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
24 February 2024
Gary was great,did his best to give is the best possible deal
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.
18 April 2024
Chloe and the service team - awesome
10 April 2024
Elise, the customer service advisor makes anything possible.
09 April 2024
Very efficient and very polite.
08 April 2024
Easy process and good service.
08 April 2024
I am frustrated that it wasn't made clear to me that the egr recall was once again just a check. I was led to believe that the parts would be replaced this time. (This is the third time I have taken the car in.)
08 April 2024
Generally satisfied
08 April 2024
Car was in for 2 days for service, brake discs & pads and wipers . £1200 total cost and they didn't even wash the car despite me explicitly requesting this when I checked it in for service. This is the second time this has happened at Arden Maidstone
08 April 2024
Maybe time to try Ashford!
08 April 2024
As above
08 April 2024
Not very good
08 April 2024
Friendly & efficient
05 April 2024
Excellent service team.
05 April 2024
I went for a map update on 26/3 that's included in my current active service plan I dropped the car at 09:30 am and I received it after 1600. I had to repeatedly chase the progression of the work during the long waiting day for just a map update.
05 April 2024
Because from the reception staff to the service dept to the sales staff everyone is very good at what they do. My first Z4 purchased four years ago it was a complete new model of the type and the sales staff were amazing they were very knowledgable
04 April 2024
every step was easy and and handled proffesionaly
03 April 2024
Very good service. Price OK. Could have done with more guidance on software updates etc.
03 April 2024
Very good car condition video, car washed.
03 April 2024
I have always round the service at Arden's BMW Maidstone to be excellent, Elise the service advisor has always been very helpful, polite and courteous.
31 March 2024
A special mention for Seamus in the workshop. If I never was introduced to him I would of sold both my BMWs but he's restored some of my faith.
30 March 2024
Didn't bother to replace wiper blades as requested
30 March 2024
All went well and I was happy with the service
28 March 2024
Communication Customer support Efficiency Price Ability to work from center (good wifi)
28 March 2024
As usual the experience was awful from arriving to a chaotic overfilled carpark to not getting any update on progress not being able to talk to the serviced department and finally having to call again at the end of the day
28 March 2024
Non responsive. Short staffed. No knowledge of the subject matter.
26 March 2024
Don't like being asked to pay for a free service Not releasing my car until invoice is paid
26 March 2024
Everything completed on time and very professional. Very happy with my visit and the work undertaken.
26 March 2024
It was no hassle to help sync the key to the car for me as I was struggling
26 March 2024
Everything done with no issues.
25 March 2024
The service was as expected but the car clean was a waste of time, it came back worse than before. It clearly wasn't dried so there were water spots all over it, including the windows and mirrors which is very poor.
25 March 2024
Reliable service and work, and a nice clean car at the end which is a lovely bonus touch. Just took a while to get hold of anyone other than reception, when I had a message left for me to call them.
24 March 2024
Would have given 5 stars if bit cheaper and if I hadn't had the above issue. Staff were friendly.
24 March 2024
Rigorous tests found fault no longer present with no cgsrge
24 March 2024
Complete dissatisfaction due to poor customer service and how I have been treated
24 March 2024
Efficient service. Reception staff very polite and helpful. Very good video showing the inspection of the underside of the car. A bonus was having the car cleaned.
24 March 2024
Easy to get to, good service and waiting area
24 March 2024
I didn't know I had to book a courtesy car in advance but when there wasn't one available they were very speedy with the work
24 March 2024
Stephen. PENNY deserves a big shout out for looking after his team giving them the best tools to completely satisfy customers.
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
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
As above
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
Great service
16 March 2024
Friendly and helpful service.
14 March 2024
Impersonal at check in using the screens and lockers. Not the service personalised service id expect from BMW
14 March 2024
See previous answer
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
3rd time having car serviced and same everytime brilliant customer service.
13 March 2024
All as arranged
13 March 2024
Efficient, friendly service
12 March 2024
Great correspondence throughout any work done. Quality work with no issues there after.
12 March 2024
Very good communication, respectful staff
12 March 2024
Great staff
12 March 2024
Because I had very good experience regarding cometment
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
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
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
Staff were friendly, issues resolved very quickly, overall extremely satisfied
09 March 2024
Because all went well got nice loan car while mine was being done.
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.
08 March 2024
Again nice and clean area.
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
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.
07 March 2024
I wasn't told when booking my service that specific time slots were available
06 March 2024
Have been using Arden Maidstone for the last 5 years and the service is informative and swift.
06 March 2024
Once again, polite, efficient and welcoming service
06 March 2024
again, couldn't fault the service I received
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
Friendly fast service. Could not ask for more.
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.
04 March 2024
Very professional, video of findings is very useful
04 March 2024
Great service received.
04 March 2024
My house key were lost either during the service or valet.
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
Great receptionist to meet and greet you on arrival.
27 February 2024
Dealt satisfactorily with my issues, efficiently
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
Car had a fault with coolant . Was picked up and mended under warranty. Also supplied a Curtesy car
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
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
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
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.
26 February 2024
Friendly approachable staff
26 February 2024
Works completed with no issues
26 February 2024
Very fast and great communications
25 February 2024
Service was shocking
25 February 2024
As above
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.
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.
23 February 2024
Service was performed quickly and always good service
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
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
Always very approachable and professional. Lady called Elise was extremely efficient and friendly from start to finish.
22 February 2024
Only gave four stars rather than five as the tyre pressure may have been checked but were certainly not adjusted
22 February 2024
See above. Service is excellent with great quality people.
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
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
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
Not being honest about completing the job
22 February 2024
Was quite a long time being repaired due to wrong part being sent to garage
29 January 2024
Because I am delighted with the outcome
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
Repair took longer than i'd hiped, but all well in the end.
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
Ease of booking and professional treatment
28 January 2024
Very polite and great service
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
Excellent service here and always has been. Steve in particular is always very helpful.
28 January 2024
No communication.
28 January 2024
See above
28 January 2024
Top people thank you
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
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
Right parts and on time as asked for
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
19 April 2024
Knowledgeable staff and comprehensive handover.