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5.0SERVICE
5.0Our 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.
330 ratings and 174 comments received in the last 90 days.
04 June 2025
I do think the level of service has gone down slightly since the recent change of ownership. I do not think it appropriate to arrange a service with a centralised call center for example.
04 June 2025
Matt Clear informed us in each step. He was quite professional.
04 June 2025
Regular updates and information. Good information at handover, patient with my lack of technical knowledge. Spent time to explain things and didn't feel at all rushed.
03 June 2025
Matt Clear kept me informed at every stage of the viewing, ordering and build stages - he was always 100% honest. In summary,Matt was someone that I could trust and help make the whole process simple and stress-free.
02 June 2025
Staff are very knowledgeable. Gave clear instructions about the cars features.
15 May 2025
Anthony Kesterton was exceedingly helpful.
04 May 2025
Excellent customer service. Friendly staff and always a lovely experience.
01 May 2025
very professional Matt Clear excellent sales person
01 May 2025
Very welcoming and professional service made the buying process stress free.
28 April 2025
My having a US license was known from the beginning. Addressing the issues this presented could have been dealt with in the 2 months we waited for the car to be delivered instead of at the end, which caused further delays.
21 April 2025
Matt Clear v helpful
10 April 2025
Nothing was an issue
05 April 2025
Tom was friendly, knowledgeable, not pushy and easy to chat with. Enjoyable purchase experience.
04 April 2025
As above..
02 April 2025
good and professional service
02 April 2025
Because I was satisfied with the BMW Centre.
31 March 2025
Not helped initially by the recall of the nearly new bmw I was going to buy
31 March 2025
Everything was handled quietly and efficiently to my complete satisfaction. I have had several cars from you and my dealer is well aware of the things that I need extra assistance with, and ensures I am happy and understanding before I leave.
30 March 2025
Theo listened to what I wanted and delivered
30 March 2025
Delivery as promised.
28 March 2025
I have always dealt with the same people at Bury St Edmunds Stratstone dealership. They always make me feel comfortable and never push me into any deals that I show any signs of being uncomfortable with.
28 March 2025
Very happy indeed
27 March 2025
The car was prepared superbly and the handover was carried out diligently and professionally
27 March 2025
It was easy
25 March 2025
Helpful guiding me through options in purchase and explaining features on purchase.
24 March 2025
The only thing was the delivery date was moved twice which was disappointing
23 March 2025
The whole process was very good
23 March 2025
Fantastic customed service from Darren Nicholas from the very start, the process of ordering my new X5 to hand over was seamless
22 March 2025
We have purchased our cars from Darren Nicholas for the last 20 years. His customer service is outstanding.
11 June 2025
Helpful and attentive from both customer services (Rosa) and technicians alike. I appreciated the transparency with regard to diagnosing an issue and speaking with technicians directly.
10 June 2025
When I walk into Stratstone there always seem to be lots of staff going about their jobs but on several occasions I have had to wait before anyone acknowledges me
10 June 2025
As above
08 June 2025
Never let me down and always done a great job.
08 June 2025
Work was completed quickly and was notified once it had been in a timely manner.
06 June 2025
Efficient friendly service.
05 June 2025
Very helpful
05 June 2025
The future next year MOT expiry date was not logged correctly to keep it the same, hence a month was lost for when the MOT is due again, by end of May 2026 instead of June 2026. I pointed out I wanted to keep the date when making the booking.
02 June 2025
Efficient service
01 June 2025
Pleased with the service
31 May 2025
Sarah was great and very helpful
31 May 2025
car was cleaned after the work was completed
31 May 2025
Excellent service
31 May 2025
As above.
30 May 2025
Car serviced on time and clean on return
30 May 2025
Open and honest with my requirements
30 May 2025
The car was ready by the time I had asked and lovely and clean.
28 May 2025
Very professional and helpful.
27 May 2025
The action to rectify the recall work was quick and efficient.
26 May 2025
Very good service with Ben so 5 stars - but have to say, the complimentary car clean was not so good ??
24 May 2025
Disappointed in level of service. Car was in at 08:00 for MOT. I saw it being parked outside the showroom at 09:05 yet at 09:35 I had to ask if I could pay and leave as the reason I booked a waiting appointment was because I didn't have much time.
24 May 2025
Courteous people and efficient
24 May 2025
The service department were excellent sorting out most of my problems but one left unsorted being blamed on driver not setting it properly.
23 May 2025
All good, great service and complementary car clean is always a bonus! Only downside for me was that it took a little longer than they told me first thing
23 May 2025
See comment on first question and separate email to the dealership
22 May 2025
Very helpful
22 May 2025
Efficient front of office handling
21 May 2025
Always good service.
21 May 2025
Satisfied
20 May 2025
See above.
20 May 2025
As indicated above service excellent
20 May 2025
Because it is appropriate and honest
20 May 2025
Issue sorted quickly
19 May 2025
You could not have done better - thank you!
19 May 2025
Just an MOT Helpful to be stopped home and collected
18 May 2025
They were excellent in every way from communication to resolving issues
18 May 2025
Always very helpful, good staff.
17 May 2025
Jobs completed efficiently. Excellent communication throughout. Well above average garage service. Thorough health check report completed at the same time. Stratstone Bury St Edmunds is a credit to BMW.
17 May 2025
Happy
15 May 2025
Easy booking car in. Efficient handover. Let me know when work done. Car valeted very nicely. A completely satisfactory experience.
14 May 2025
Very professional and efficient. Friendly and helpful staff.
14 May 2025
Excellent experience from the time you first contact them to the time you drive out afterwards
14 May 2025
As above Rosa talked me through the entire process and informed me of progress all the way through ten out of ten
14 May 2025
cant fault the service
13 May 2025
Serviced the car. Washed the car, thank you.
13 May 2025
Work carried out as advised
13 May 2025
Attentive, helpful, good comms.
13 May 2025
Found it disappointing that I am now charged for what used to be a courtesy car. The car was also in a dirty state, internally and externally.
09 May 2025
The job was completed in a reasonable time and at a reasonable cost.
08 May 2025
Well, apart from the carwash. I don't know why I said 'Yes' to it. Apart from being free. A black car covered in white spots and runs everywhere. I had to clean the side windows so that I could see out. Our local lads do a much better job all round.
08 May 2025
Great coms
07 May 2025
Fast and efficient service, the team were polite, friendly and professional.
06 May 2025
Very thorough work.
05 May 2025
The service was very good they explained everything I needed doing to my car without pushing me to go forward with there services.
04 May 2025
Having experienced a problem -- a warning light appearing - I called at Stratstone's for help and advice. Ineed to tell you that I have purchased 3 X7 - in the past 6 years and each of them has had this same problem !
04 May 2025
10/10
04 May 2025
Every experience I have with BMW In Bury St Edmunds is overwhelming positive. The service was completed quickly and was at a competitive price.
03 May 2025
-
01 May 2025
Great customer service and they spent lots of time with me, helping me find a way to purchase my next car
01 May 2025
All staff were friendly and helpful.
30 April 2025
See above.
28 April 2025
Helpful but issue not resolved on 1st visit
27 April 2025
Staff were exceptional
25 April 2025
No issues. Contacted by staff to inform of further service required very soon. They offered to collect car as it will be needed for a day. Very helpful. Car cleaned , washed mats but did not hoover beneath Matt's.
25 April 2025
They understood the problem and were able to rectify it efficiently, keeping me informed if the details.
25 April 2025
X
24 April 2025
Updated throughout the process and air con cleaned as a good will gesture
23 April 2025
As above. Friendly approachable staff and greeted with a smile
20 April 2025
It was great - had one minor serice item - it would have cost £192 to fix. Appreciate you have a main dealer cost base, but I doubt that was more than 30 mins or so to address.
20 April 2025
Very nice to speak to
18 April 2025
Very welcoming, offered a lift to town whilst the car was being serviced - was required, but did give me a coffee to go! Also explained a little about the BMW App, which I have since downloaded. Excellent customer service.
17 April 2025
The service staff were really efficient especially Ben but the telephone staff were awful, couldn't find the car and communication was not great
17 April 2025
They did exactly what was required.
17 April 2025
They did everything I needed
17 April 2025
Good attention to solving problems
17 April 2025
Ben the customer advisor was very helpful ringing as well as emailing the additional works
15 April 2025
Very good service
15 April 2025
Done on time and even my seating choice was maintained.
15 April 2025
I use this dealer a lot, they are polite and prompt and reasonably priced.
14 April 2025
Always helpful
13 April 2025
I hope you will improve your services. I have always had good experiences previous to this. Was telling a friend of mine that I was thinking of going to another garage next time
12 April 2025
No problems
11 April 2025
Very professional
10 April 2025
It was excellent. From start to finish.
10 April 2025
The staff at Stratstone are very professional. On arrival I was greeted and the member of staff went out of his way to speak to the service manager to make sure my car was ready at a time that would work for me.I appreciated this so much.
10 April 2025
Great service
10 April 2025
Great service from booking in for brake service to leaving after service completed
10 April 2025
Good communication
09 April 2025
Outstanding customer service from you walk in to when you drive away with your car.
08 April 2025
Service done. No fuss
07 April 2025
Ours needs were met exactly as we hoped for
06 April 2025
BMW Stratstone did what they were asked without fuss and returned the vehicle in a timely manner
06 April 2025
Service team unhelpful booking system for servicing not flexible
06 April 2025
Poor customer service and after care
05 April 2025
Cumfy chairs and good fresh ground coffee
05 April 2025
This is difficult as I have no idea if all the ticked jobs were really done so faith in the staff is essential
05 April 2025
Sat Nav updated on 11 year old car FOC.
05 April 2025
An issue appeared on the first day with the car. David picked the car up that night left me a temporary car so I was able to travel to work etc. The dealership has kept me informed of the situation with the X2 and will left me know when fixed.
04 April 2025
As last question
03 April 2025
Provided with written check list and video of work
03 April 2025
car was service and cleaned, coming back to me in pristine condition
03 April 2025
No hassle and a very helpful and friendly team
03 April 2025
Completed repairs as asked.
03 April 2025
Skimped on the cleaning. Didn't clean the door shuts. First thing you see when you open the door.
02 April 2025
As always 10/10 service Sam the manager always has a chat and explains things to me, Ben is always super helpful and fab customer service, and Will helped me out of my last visit by getting me in super quick.
01 April 2025
Service was done ok
01 April 2025
I feel like I'm treated like a VIP every time I visit for service or repairs.
01 April 2025
The job was done satisfactorily.
01 April 2025
All good
30 March 2025
Great communication, very welcome team, improvemwnts are visible
30 March 2025
Had to wait over 15 minutes to collect car as person who had the key was busy
30 March 2025
Simple booking, and timely actions.
30 March 2025
Polite, helpful staff
28 March 2025
Your service department representative was very efficient, polite and effective.
28 March 2025
Very satisfied with the service personal, efficient, kind, helpful.
28 March 2025
All good. Pleasant, quick and efficient. Just what is needed.
28 March 2025
The issue with my BMW was diagnosed and fixed quickly without the need for unnecessary expense. Ben was extremely helpful and friendly
27 March 2025
Services done well, 1 star down forgotto stamp service book.
27 March 2025
I booked my appointment with Sam face t face not a fan of the on line system
27 March 2025
Everything was carried out well and staff were helpful.
27 March 2025
Everything was done as I hoped.
26 March 2025
Super
26 March 2025
Very helpful
26 March 2025
always nice and easy!
25 March 2025
Not as good an experience as previously - less attententive overall from greeting to a handover. Seems to be less staff or staff very busy rahter than attentive - not as 'luxury' a service as before
25 March 2025
Excellent customer service
25 March 2025
Ben Carpenter took the issue in hand and provided a solution.
24 March 2025
All as planned and very efficient. Kept advised throughout.
22 March 2025
Great customer service
21 March 2025
Still ongoing
20 March 2025
Did exactly what was required in the timeframe discussed and washed the car too always a bonus
20 March 2025
I very efficient and professional experience.
20 March 2025
The experience was ok, but the vehicle was not cleaned properly - ifyou are offering cleaning, do it properly or don't offer it.
20 March 2025
Very helpful, came out in the car with me to check out the noise I wanted investigated. Kept me updated on progress.
19 March 2025
Top service
19 March 2025
Happy to help and the car looked fantastic
18 March 2025
The staff were welcoming and very courteous
18 March 2025
I felt looked after at a highly professional level. The attitude towards me was open and friendly which helped me to understand the explanation about the service.
18 March 2025
The service centre were excellent
18 March 2025
Always helpful, very efficient, and great at communicating.
18 March 2025
Very professional
17 March 2025
Service went well
17 March 2025
Car failed its MOT because it needed a new tyre which BMW couldn't provide. The person at Stratstone called another tyre company and arranged for me to take the car there the same afternoon so the car could then be retested the same day.
17 March 2025
100% pleased. X5 was left to check rear air suspension bags and compressor as car was sinking rear passenger side overnight and pumping up when turned on. Passenger side faulty - advised to replace both bags due to car age - compressor not faulty
10 June 2025
Consistency in customer service - faultless!