Arden Maidstone BMW 

Really disappointed by the service we received. Have been going for years, but recently booked a service/MOT/recall well in advance, only to be told 2 days before they had to cancel as they couldn't get a part in for the recall.

As we were due a service and the MOT was about to run out, we urgently needed the car in, having cancelled at the last minute they then proceeded to tell us they couldn't fit us in until March! Unbelievable.

Nobody ever picks up the phone here.
My car is in for repair and I can’t get through to find out the status.
I have tried calling numerous times over the last few months for various reasons and every time there is no answer on the phone so I now go out of my way (by a considerable distance) to use other dealerships.

One of the worst mini dealers - never return calls and give wrong advice!

Polite while talking to me when I asked for a repair Jay asked me to wait and after 1 min put the phone down on me. I nicely asked when I can bring my car in and she just put the phone down.

So, I wrote a review yesterday about nobody answering the phone and in response received an acknowledgement asking me to email my phone number, which was done within minutes. Have I received a phone call from them yet 24 hours later-NO, so have tried to call again and finally got through to a receptionist. Let us see if I actually get an answer today and if not will instigate Barrett’s of Canterbury to deal with the warranty claim.
I see their sister branch in Tunbridge Wells receives even more complaints!

Excellent communication, prompt service, professional approach, good workmanship

Thorough major service and safety check/ video.
Also time spent by staff to demonstrate use of security cameras and app that previously had not been put to use.

Online booking is a joke. I have booked several services this year for my BMW. Every time I get a call to change the date of service because there overbooked for that day. This is my fourth booking in the last six months, hence why I am giving Arden two stars.

Service and safety call back check done in quick time, kept updated on progress and even cleaned the car too. Very good service all round.

They won't sell me a £32000 BMW X3 because I cannot collect it from Maidstone. They could arrange delivery but changed their minds. I am unable to drive 200 miles in an unfamiliar car due to a temporary eye complaint.
The Salesman was excellent and did all he could to help me but the Sales Manager says NO. Why are they in business if they don't want to sell cars.

Took my car for recall service fortnight ago, after I left the car I was immediately called back to say that the full service was required for my car as due, which I did carry out with them.

Paid for the service using online payment (bumper) but my email add in their system was wrong hence I didn't receive email confirmation of payment so I called and gave them my correct email add and requested invoice copy but to date I haven't received it.

Also when I went to collect the car after calling myself since I wasn't called to say it was ready, I was presented with invoice for full payment even though I had already paid online. Initially they were not convinced when I said I had already paid.

Very embarrassing and seems like they do not talk to each other.

Booked my car in via BMW app for a service then received a call pushing the service back to a different date and changing it to the pricey 4 hour service. It’s the app that arranged the required service to begin with. Reconfirmed details via phone and booked in for an 8am start and during this time BMW arranged and charged for a hire car. Arrived on the day and greeted with a rattly mobility type car that didn’t inspire safety. I believe it to be a Toyota Aygo. You expect from BMW to hire a BMW. Wait in all day to receive a call at 4pm to say the car hasn’t been started and will be started the next morning and they will cover the cost of an additional day of the hire car. 30mins later receive a tyre and brakes check video via email, another 30mins (15mins before they close) receive a completion text telling me to collect the car. Can’t reach anyone by telephone. Ring first thing in the morning and can’t get to speak to the service department. Eventually receive a call confirming the car had the full major 4hr service completed and the car was fully cleaned inside and out all within 1hr and they claim to have been trying to call me to collect. None of this is of course true. On collection they couldn’t confirm how a 4 hr service was done in less than an hour and costs £630. Also the car bonnet was covered in white marks and swirl marks on the back. Tried removing the bonnet marks myself with my cuff before spotting from the passenger side that the car was covered in bird droppings. Inside was not clean either. To round it off the discounted the service £50 for me to contact the hire car company and arrange the additional hire car charges that they were supposed to deal with.

BMW Arden servicing…. Waste of time and money that leaves you uncertain of the abilities and commitment to customer care!

im sure they would be nicer if you were buying a really expensive one. Bit too suited and booted for a normal joe.

Let me just warn you to stay well away from this BMW showroom. I am never going to them again.
First i booked in my car for service in November after being invited for oil service in July which I did. They serviced the car and gave me a bill of about £800+, there was no fault or repair done. I was beyond shocked.
after the service the dates were not set for the next service, then the car developed a shutting down fault, it took them weeks to book it in for investigation/repair telling them the diagnosis as the car self diagnose, I took it in and was called at past 3pm only to tell me the same thing I reported to them about the fault, then asked me to book it in for a investigation again as the car didn't get to the workshop until 12:30 despite me dropping the caring at 9am as they said it was an appointment.
told they need the car for 2 full days because they needed to do a road test on it. Waste of the first day as nothing was done and no courtesy car was given.
Took it in on the appointed date telling them I needed to get to work, I was told enterprise was arranged and would get there for 8:30am, they didn't get there until an hour later only to tell me the car they brough had a fault and they were not sure when they will have a replacement car for that day.
In the meantime i spoke to the BMW supposed manager, not sure if he was or they just made it up, i complained about the service that was done and then the date that was not reset, as that's the minimum that's expected when the car is serviced. He said they don't set the date, the car does that automatically, does that mean the car wasn't serviced then, he couldn't answer and couldn't care less about the complaint.
Anyway, the appointment had to be cancelled that day due to lack of coutesy car and re-booked for the following day, only to get a car that had no heating, the car was frozen like it was from Moscow! i though maybe the car had been parked there overnight and because it was stationary that's why it wasn't blowing hot air, i had to deice the windscreen by getting the deicer in my car, drove home and still there was no heating, by the way this was during the period when it was very cold- after the snow and the car was fully electric.
I thought maybe because they didnt leave enough charge on it, after work i charged it up and the car was still cold, called their helpline only for them to divert Vauxhall and then to RAC, i kept getting text message every 30mins to say no technician available, could not sleep overnight waiting for them as the text kept coming in. only for someone to turn up at 6:30am and still couldn't fix it and said they would not be able to recover it until morning time - book it after 9am.
i had to go to work so, i had to drive it cold, called them at work and kept calling back as they were still not going to replace it, I finally got a replacement.
When I got to the showroom the next day to collect my car I spoke to the same manager again and he just wasn't bothered and just said they will feed it back to enterprise.
Car wasn't washed, by the way this was the same thing when I serviced it, they didn't wash the car, i wen t back in to ask them why, one of them said the pipe froze, this was 1pm and the sun was out and other cars looked like they had been washed. I rang the workshop as the person who called in the morning to say it was ready said they were about to wash it, so he never gave me the excuse of frozen pipe.
I was the worst experince ever, different from when I bought the car.

Took BMW for MOT, failed due to insufficient screen wash, was quoted for £130 to investigate. No further contact until told car was ready and then received a bill for nearly £400. No contact to inform of work to be carried out or quote for this. Scandalous pricing for this and no communication to inform customer of work to be carried out or quote given.

Since me and my husband brought our car from this dealer it’s been nothing but stress and Inconvenience.
At first it was all pleasant and they were prompt, obviously to sell the car as usual from a main dealer.
We have had the car for just over a month.
We live an hour and half away from the dealer. In the space of just over a month we have made 9 journeys there and back, wasting our valuable time, fuel and money on trains to drop of car and pick it up because of its issues and things not being done/completed on pick up.
Me and my husband work full time and share the car so you can imagine the frustration of this back and fourths and taking time off work to ensure we are there for their ‘slot’.
We have expressed our stress and how this is affecting our time and income and work and they have done nothing about it. We can never get through to the agent we are supposed to speak to, reception are constantly saying they are unavailable or they will call us back but never get a call back. We are the ones constantly chasing and it’s draining to be honest. We would understand more so if it was a year down the line but this is just OVER A MONTH!
We are even struggling to get through to someone to sort out delivery of our car because we have no way of getting to them to pick it up, all they have done is push us to make our own contact to the ‘ delivery company ‘ ourselves, who then advise they know nothing about the delivery!! Constant backwards and fourths and no consideration of how much stress this has caused and is causing us and us wasting our time and money.
We are so disappointed with the service and the lack of communication and making us waste our time chasing them for answers and for some sort of goodwill gesture for this absolute hassle!! The only thing they done is top up our fuel about 15/20 pounds when they made us come up again! But then we had to waste that money on trains to get to them anyway!!
I hope to get our car delivered asap because this is just ridiculous waiting around for people to ‘ contact us ‘ but they never do.
Please sort out your service and communication and consider your customers frustrations and then wasting their income on something that’s not their fault especially in the living crisis we are in!!
SORT OUT YOUR SERVICE AND COMMUNICATION, ABSOLUTELY HORRIFIC!!

Just had my vehicle serviced at Arden Maidstone, Could not fault, love the self check in facility.

Do not buy witnessed my vehicle being driven in a dangerous manner complained to dealer and bmw uk,dealer gave me a cup and a cap (bribes) and didn't want to know and bmw uk said it's down to the dealer so they do want to know.

Update to Ardens poor and spurious response. If ny vehicle sas driven within normal limits, why therefore do I have an email from you stating that the engineer concerned has been reprimanded. I can deal with most things but being made out to be lying doesn't bode well. I reiterate, I don't send my brand new vehicle to you for rectification work and witness it being driven like a racing car round a roundabout. Disgusting response.